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FAQs

Have a question about your KVH product? No problem – just use the tools below to find information and troubleshooting tips for your product 24 hours a day, 7 days a week.

If you can’t find an answer to your question here, please contact the KVH support team.

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A:

At launch customers with an ICM or CBX-ACU will have access to all the tools above.  Customers without an ICM or CBX-ACU will only have access to Month-to-Date usage views and automated alerts.  The reason legacy VSAT customers do not have access to crew allocations and network management is because that functionality requires the ICM or CommBox ACU for data allocations and network configuration.

A:
Yes, KVH’s professional services team can help with network design, assembly and testing of integrated onboard terminal systems, project management, training, installation of onboard terminals, and creation of vessel monitoring and notification systems.
A:
No, the TracPhone products include their own voice service, which is specifically designed and managed for reliable operation in a mobile satellite environment.
A:
No. The CommBox does not need to be enabled to get the new myKVH tools. Nor is there any fees associated with this myKVH functionality.
A:
The high-traffic regions of the global mini-VSAT Broadband coverage area are covered by more than one satellite. The ICM’s built-in modem maintains a prioritized list of all satellites in the network and selects the highest priority satellite that provides coverage at the vessel’s current GPS location. If the antenna is unable to track the chosen satellite for any reason (due to a blockage condition, for example), the modem selects the next available satellite on the list and the antenna automatically switches to that satellite. In addition, whenever the vessel travels outside the boundary of the current satellite’s coverage area, the modem selects the highest priority satellite in the adjoining region and the antenna automatically switches to that satellite to maintain the service connection.
A:

No. Just like a Standard Warranty is attached to a KVH product at the time of sale, so is an Extended-Standard Warranty when purchased.  When scrapping the vessel the owner has the option to remove the equipment purchased from KVH and put the terminal on another vessel.  The Extended-Standard Warranty would then transfer with the KVH equipment to the new vessel as long as it is re-installed by KVH or a CSN partner. 

A:

No, Operating Support - Technical Assistance is an extension to a customer’s airtime service subscription and is mandatory. This means that a subscriber must select one option from three Technical Assistance Package’s that are designed to deliver the comprehensive support the customer requires.

A:

Are you a TracFone cell phone user who needs to activate your phone or buy more minutes/airtime?

We're sorry but you have us confused with another company. We are KVH Industries, the manufacturer of the award-winning line of TracPhone® global satellite communication systems. We have nothing to do with Tracfone cell phones, calling cards, etc. Tracfone products, including pre-paid cellular phones, calling cards, and pre-paid airtime are all offered by Tracfone National Pre-paid Wireless. Click here for Tracfone cell phone activations or to purchase additional minutes.

Do you need to activate a KVH TracPhone satellite communications system for use with mini-VSAT Broadband or Inmarsat service?

Activating your award-winning KVH TracPhone SATCOM system is an easy matter, regardless of what service you are using.

Are you a mini-VSAT Broadband subscriber? If yes, then click here for step-by-step instructions and all necessary forms to activate your mini-VSAT Broadband-compatible TracPhone system.

Are you an Inmarsat airtime subscriber? If yes, then click here for step-by-step instructions and all necessary forms to activate your Inmarsat-compatible TracPhone system.

A:
Via the myKVH portal. The myKVH portal is KVH’s vessel monitoring portal. myKVH displays vessel location, online/offline status, signal strength, and more as well as all the tools mentioned above. Today myKVH access is given first at the time of activation of the terminal and then by request via KVH Airtime Services.
A:

Crew Internet access is obtained using the assigned user name and password when that user was added in myKVH (see above).  The crew member sees their data allocation and usage when logging in for Internet access when connected to the Wi-Fi or a physical Ethernet port that has been configured to require user login.

When a user attempts Internet access on a mobile device, they are presented with the following:

  1. The user login screen:
 

 2. After logging in, the user sees the following screen, displaying their available allocation. On mobile devices there is a disconnect timer that helps the user avoid unintended use by disconnecting them after so many minutes. This is adustable by the user.

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