Home › FAQ
Frequently Asked Questions
Everything customers ask before booking, answered without marketing language. If your question is missing, write to us and we will add it.
Are you an internet service provider?
No. TVMar Internet is an independent support and setup service. We do not sell internet plans, TV subscriptions or hardware, and we are not affiliated with, endorsed by or acting on behalf of any provider, streaming platform or manufacturer. We work for the customer, not the carrier.
How much does a session cost?
Triage is free. A standard remote session is a flat $59, a full home network audit is $129 and ongoing plans start at $19 per month. Full details are on the pricing page, and you always approve the price before any work starts.
Do you need remote access to my computer?
Only if you want us to and only for the length of the session. We use a session-based screen-share tool that you start, watch and close. We never install permanent remote-access software, and we never ask for banking credentials.
How quickly can you help?
Most requests booked before 4:00 PM ET on a business day are handled the same day. Chat messages are typically answered within one business hour during support hours (Mon–Sat, 8:00–20:00 ET).
Do you visit homes in person?
On-site visits are available within roughly 40 miles of Germantown, Kentucky. Everywhere else in the United States we work by phone, chat and remote session, which solves the large majority of cases.
What if you cannot fix the problem?
If we cannot improve the issue we do not charge for the session. Our Refund Policy explains exactly how that works, including the 14-day window for re-opening a closed case.
Will you sell my data?
Never. We do not sell, rent or trade personal information. Read the Privacy Policy for what we collect, why, and how long we keep it.
Which payment methods do you accept?
Major credit and debit cards and ACH bank transfer, invoiced after the session. We never take card details over chat and we never ask for gift cards, wire transfers or cryptocurrency — anyone who does is not us.
Do I need to be at home for a remote session?
You need to be with the equipment, so usually yes. For a router change we will ask you to be near the unit so you can read labels and press buttons. For app or account issues you can be anywhere with the device in hand.
Can you help with a business network?
We support home offices and very small businesses of up to about ten devices. Anything larger — server rooms, VLANs, managed switches, compliance requirements — is outside our scope and we will say so during triage.
What information do you need before we start?
Your name, a contact method, the make and model of your router and streaming devices, the name of your provider and a description of the symptom including when it happens. Photos of labels are extremely helpful.
Do you keep my Wi-Fi password?
Session notes include the settings we configured so you have a record. You can ask us to omit credentials from the notes, and you can ask us to delete session records at any time under our Privacy Policy.
Is there a contract?
One-off sessions have no contract at all. Care plans are month-to-month, cancellable at any time with no notice period and no cancellation fee.
Question not covered here?
Send it over. We answer questions from people who never end up booking, and that is fine.