Frequently Asked Questions
We are here to support you.
As a KVH customer, the biggest resource available to you is the myKVH.com Customer Portal. Within the myKVH portal you can access how-to videos and product information, and create or review a hardware or service support case. You should have received an email with your login credentials from KVH Airtime Services. If you haven’t, please contact us at [email protected].
For product specific FAQs, please visit: TracNet FAQ | TracPhone FAQ | Starlink FAQ
General
How do I contact technical support?
For the quickest response to any technical support question, please use the contact information found here.
Who do I contact regarding billing changes/ questions?
For the quickest response to any data plan changes or billing questions, please contact [email protected].
How do I know this invoice or request for information is valid?
Phishing attempts to get personal information are becoming increasingly common. If you receive a suspicious email, invoice, information request, or other communication from KVH that you are not sure is valid, please forward it to [email protected] and we’ll investigate it for you.
How do I place an order for or request service for a KVH fiber optic gyro or intertial navigation system?
Fiber optic gyros, inertial navigation, tactical navigation, and digital compass products now sold and supported by EMCORE Corporation. The easiest way to reach them is by calling +1 866-234-4976 or contacting EMCORE via email at [email protected].
If I want to migrate a non-KVH antenna to KVH airtime, do I need to worry about any hardware changes or swaps?
We’ve designed KVH ONE OpenNet to be as easy as possible for you. If your antenna is compatible with OpenNet, we can reconfigure your antenna and modem via software updates to operate on the KVH global HTS network. If, however, your modem is owned by your current data service provider and you need to return it when you cancel your service, we’ll be happy to equip your boat or ship with a new modem. There may be some additional onboard configuration updates needed depending on your onboard network setup but our factory-trained technicians will be able to do that for you.
How do I activate, add minutes to or get other help for my Tracfone handheld phone?
Tracfone is a different company that makes consumer handheld cell phones. That’s not KVH. To get help with Tracfone (with an F) phones, visit www.tracfone.com.
Satellite TV
Can I get local channels with DIRECTV?
Local Channels: Due to FCC regulations and Governmental voting as of June 2020, the broadcast signal for local channels (including the national feed) may not be available in all locations. Your local channels are delivered via a spot beam satellite that targets areas immediately around a city where you live, like a spotlight. If you leave the spot beam area, your local channels will no longer be available. DNS (distant network service) which allowed people who traveled access to local channels regardless of location is no longer available as per the changes made by the government and service addresses can no longer be changed frequently. The spot beam locations with longest coverage are Miami, New York, and Los Angeles. KVH recommends all vessels/vehicles, when applicable, to purchase and install a small over the air antenna to pick up local broadcasting.
Which DIRECTV Receivers are usable with TracVision?
Viable Receivers: DIRECTV Private Viewing/Commercial accounts require HD receiver. This includes ONLY H24, H25, and HR24 model receivers. Any SD receivers (M10, SDHBK, etc) are no longer viable. In some instances they can be replaced with HD receiver. In case of M10 receiver, it can not be replaced. In that instance, we would be glad to discuss an upgrade to your KVH system through our sales team at 401-847-3327.