Frequently Asked Questions

Feel free to read the FAQs to find what you are looking for.

Getting Started

Let us get you going with a little bit about our process!

Can I run a server from my home?

Our Terms of Service prohibit running a server for commercial purposes. However, personal, non-commercial usage of servers that complies with our acceptable and use policy is acceptable, including using virtual private networks (VPN) to access services in your home and using hardware or applications that include server capabilities for uses like multi-player gaming, video-conferencing, and home security.

How long will you support the equipment provided by Tachus? What should I do if it breaks?

Tachus Fiber Internet owns and supports the gateway provided by Tachus. If the Tachus Fiber Internet gateway breaks, we will replace it at no charge. If you have any additional questions, please give us a call:  832.791.1100

My yard is torn up after you constructed in my area – when will you fix it?

We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire community, crews will come back through to restore your property to city or county standards or requirements. If construction work has been completed in your area, and you notice that your property has yet to be restored, please give us a call at 832.791.1100 or email support@tachus.com.

What email address should I use to sign up for Tachus?

You can use any email address you’d like. We suggest using an email address you regularly check since you will receive all essential communications at the email address tied to your Tachus Fiber Internet account. The email address you provide while signing up for service, will become your username for the life of your Tachus account.

Helpful tip: Make sure you don’t use an email address that could be canceled if you switch service providers.

How do I sign in to manage my account?

Sign in to manage your Tachus fiber Internet HERE with the email address and password associated with your Tachus account.

Can I set up a guest or public Wi-Fi network?

Yes, as long as it follows our terms of service and Acceptable Use Policy.

Can I use my own Wi-Fi system?

Yes. If you’re using your own Wi-Fi system, please make sure that it fits the recommended specifications. Please note that the Tachus support team will not be able to support Wi-Fi systems manufactured by third parties.

How do I schedule my installation?

Once service is available at your address, you will receive an email from us where you can electronically schedule your appointment time and date. This is usually within 48 hours of you signing up for service. Be sure to regularly check the email address associated with your Tachus account.

What will happen during the installation? What will the wiring and equipment look like?

At first, the majority of our work will be outside, getting the fiber network ready to bring to your home. Next, we’ll  bring our fiber from the street or road right-a-way to the exterior of your home. On your installation day, we will install the Tachus fiber Internet gateway, enabling wired connectivity to all devices throughout your house.

If I need to change my appointment time, how can I do that?

Please give us a call at 832.791.1100, and we can help you reschedule.

Which devices will be installed with Tachus Fiber? What is included and what is additional?

Your Tachus fiber Internet installation includes:
• A fiber optic cable, which will bring the fiber connection into your home.
• A gateway, which will provide wired connectivity to devices throughout your home.

Can I keep my existing TV and Phone service?

Yes! Tachus is an Internet-only provider. In most cases you will be able to keep your existing cable and phone services. Did you know that with Tachus' fast and reliable Internet connection, you can stream local TV through popular streaming services using your smart TV or a streaming device like a firestick or apple TV, typically at a fraction of the cost of your current cable package. To learn more about streaming TV and how it can save you money, check out Untangle TV and/or Suppose TV.

Will I be able to use Wi-Fi with Tachus Fiber?

Yes! Your personally owned Wi-Fi system will continue to work as before, only a lot faster with your new faster and more reliable Tachus fiber Internet.

What can I do to create more awareness about Tachus in my community?

We appreciate you wanting to help. One of the most effective ways that we have found is to talk to your POA or HOA if your neighborhood has one. Also spreading the word on social media sites like NextDoor or your neighborhood Facebook page is helpful in reaching a large group at once. If you are not an employee of Tachus please be respectful of advertising or marketing our services. While we appreciate the community enthusiasm, please feel free to refer people to a Tachus employee for more information by calling us or reaching out to us at support@tachus.com

What happens when my neighborhood meets its registration goal?

Each neighborhood is located within a larger service area. Although your neighborhood specific area is at 100%, the entire service area must reach 100% as well, before the registration period ends. Once the goal is reached in your entire service area, you will receive a notification.

What happens to my registration fee if I cancel my sign-up?

If an area is open for registration, a registration fee is required to sign up for Tachus Fiber Internet.

Registration fees are fully refundable under the following circumstances:
- Your address does not qualify for the Services.
- Your address qualifies for service and we cannot connect your home to the Tachus network.
- You cancel your registration before we reach the goal needed to bring service to your community.

What is my registration fee for?

The registration fee is our way to confirm that we have enough interest to be able to warrant building out our enterprise grade fiber network to your area. If the goal is not met, Tachus refunds any registration fee that might have been collected during the registration phase. If the goal is met, your registration fee will be credited back on your first month's bill. Once the goal is met in an area the registration fee is no longer refundable. Registration fees are not transferable between people or address’ and good for up to six months once Tachus service is available at your address.

Customer Support

We're so glad to have you! Check out what other customers are asking about.

What does Tachus do to protect my account information?

At Tachus, one of our goals is to provide users with the strongest security, privacy policies, and tools in the world. We do not store any credit card or bank information on any of our systems. We work hard to ensure Tachus provides the safest and most secure network, with security and privacy features that are on 24-7 and working for you.

Does Tachus share my personal information with third-parties?

No. Tachus will not share personal information with companies, organizations, and individuals outside of Tachus.

What happens if I want to cancel my Tachus service?

You may cancel your Tachus service at any time. If your plan included a construction or installation fee at the time of signup, and you’ve canceled service before that fee was paid or waived, or service has been installed less than six months, please note that you may be required to pay the outstanding balance. In addition, we do not prorate your bill each month. Your Internet service will remain active until the end of the month in which you canceled service. If you cancel service, please leave the Tachus fiber-optic line in place and return your equipment to our mailing address or call us to schedule a time for us to pick it up. If you have any additional questions, please give us a call: 832.791.1100

I think my power/water went out while Tachus crews were working in my area. What should I do?

If you have not done so already, you should contact your utility provider first to make sure your outage is addressed and resolved quickly. Please also give our customer support team a call at 832.791.1100 or email them at support@tachus.com.

Can I talk to someone about concerns or an issues I incurred during the Tachus construction process?

If you have any concerns whatsoever during the construction process, please send a photo of the damage, your address, and a good call back number to support@tachus.com, and someone will be out shortly to assess the damage and construct a plan to resolve the issue as soon as possible.

Do you do construction on the weekends?

Building a network is a lot of work, so you may see or hear construction crews working on weekends. Different ordinances and permitting requirements apply to different neighborhoods, so our ability to work in some areas on weekends is based on those regulations.

Will you move my flowers/potted plants/etc. before you build in my yard?

Unfortunately, we are unable to move or to care for plants that are in an area where we need to build. Before construction crews come into your neighborhood to build our network, however, we will be sure to leave door hangers so that you have time to move your plants into a safe spot.

Why do you have so much construction in the first place?

Tachus Fiber is building an entirely new network to bring high-speed Internet and crystal-clear television to your community. Because we are a new provider, we have to install brand new, state-of-the-art fiber-optic infrastructure.

How long is the construction process within my community?

We don’t have a specific timeframe to share, because the  amount of time it will take to bring fiber to a particular area varies greatly with outside factors. The size of the area, how we’re going to be bringing fiber there (aerial versus underground), and even the local soil type can impact our construction timeline. Unforeseen issues such as weather, access, equipment issues, etc. can impact our schedule also. However, we’re continually striving to build more efficiently and quickly and hope to complete  construction as soon as possible.

What are easements and road rights-of-ways?

Easements and road rights-of-way are certain rights to access and use public and private property. Some state and local laws authorize utilities and other service providers, like Tachus, to use rights of way and easements.

Why are you in my yard without permission?

To bring Tachus Fiber Internet to a new area, a whole lot of heavy lifting has to happen. Our carefully-crafted design plans require infrastructure to be built in the entire community, which sometimes requires us to access rights of way or easements that could fall next to or across your property. A lot of the network we build is placed within areas called easements or rights of way, which are often adjacent to or across private property. We work with the appropriate local authorities to obtain the right to utilize these locations, just like other service providers (such as water and electricity).

How do I change my plan?

Please email us at support@tachus.com to request changes to your service plan. All downgrades must be received by emailing  support@tachus.com before the 20th of each month. Billing credits or refunds will not be given for changes in services. Your new billing rate will start on the 1st of the following month.

Are there any data caps on my Internet connection?

Absolutely not! We want you to use and enjoy your super fast Internet. There are no caps or limits to the amount of data you can send or receive.

Will I be able to change my Internet plan at any time?

Yes, you can change your plan at any time. Simply us a call at 832.791.1100  or email support@tachus.com and let us know that you would like to change plans.

How does the sign-up process work if I rent my home?

It’s possible your landlord or property manager might need to sign an agreement with Tachus before we can bring you service.

Is the sign-up process different if I live in an apartment or condo?

Once we have an agreement with your property manager the registration process will begin. If we meet 100% of the Sign Up Goal, we will begin the installation process.

What should I do if my address is not found on your website?

Please double check to make sure you’ve selected the correct street name, apartment number and ZIP code from the Request Service area on our website HERE. If you still cannot find it, you can email us your address at support@tachus.com or give us a call at 832.791.1100 so we can make sure that we didn’t miss your area.

How do I restart my router?

Restarting your Router & Modem

If you are experiencing service interruptions or your service is not performing as expected, first, reboot your router and modem, then notify Tachus' support team. It may be a cliche, but when yourInternet stops working, the first thing you should do is restart your equipment. Follow the steps below for the quickest way to troubleshoot your issues. If, after these steps, you are still experiencing issues, give us a call!

How to reboot your equipment if you have an indoor modem:

1.    Push the power button on the router and the modem; or unplug the equipment from the power outlet.

2.    Wait at least 30seconds for your devices to cool down and allow your devices to recognize they are offline.  

3.    Press the power button again to turn the modem back on, or, if unplugged, plug the modem back in to its power source.  

4.    Wait at least 1 minute for your modem to connect back to the ISP.

5.    Now power on or plugin the rest of your equipment.

6.    Wait at least 2minutes to allow your router to boot up. This will also give your devices such as computers and smart phones time to find the new signal.

7.    It may be necessary to restart computers and other wireless devices if some of the devices are online and others aren't. 

How to reboot your equipment if you have an outdoor modem:

If you have an outdoor modem, you will need to follow different steps to reboot your equipment. You will need to reboot both your modem and router.

1.    Locate the modem on the outside of your home. It will typically be with the other utilities.

2.    Find where the modem plugs into the electrical outlet. This is typically a cord coming in through the wall into your garage.

3.    Unplug the modem for at least 30 seconds then plug back into the outlet. Follow steps 5 -7 from above to reboot your router and other network equipment in your home.

I rebooted my modem and router, but I am still experiencing slow speeds. What do I do now?

If, after these steps, you are still experiencing any issues with your service, please contact us immediately. We want to address any issues to provide you with the best Internet service experience. It is important to us that you reach out and make Tachus aware of any problems - if we are not made aware, we cannot fix it. Please email us at support@tachus.com or give us a call at 832.791.1100    

Billing

We strive to keep it simple.

Will I receive a paper billing statement?

No, you will not receive a paper bill. You will receive an electronic copy of your billing statement each month. This will be sent to the email address that you used to signup for Tachus Fiber Internet service.

How much are the “applicable taxes & fees?”

The applicable taxes are dependent on your local and state sales tax, as well as the Fiber service plan you selected. The exact amount will be listed on your monthly bill and is available for you to view at any time by signing into your account. Tachus only collects local, state, and federally required taxes, and Tachus is FEE FREE!

How much will my total bill be?

Your bill will depend on which Tachus Fiber package you choose. When you signup for your plan, you’ll be able to see a full summary  of your costs. These plans are subject to taxes and fees, which will vary based on your state and county. Tachus only charges state and federally required taxes and fees.

Will the monthly charges be billed to the credit card I used to sign up?

Yes, the credit card or bank account that you used when you signed up for Tachus Fiber Internet service will be automatically billed on the first of each month for that month. You may update or change your payment method at any time by signing into your account HERE.

What payment options do I have?

To pay your Tachus Internet bill, we accept credit and  debit cards with a Visa®, American Express®, Discover®, or MasterCard® logo, or automatic bank account withdrawal. We do not accept cash or checks.

How do I pay my bill?

If you are a new customer, the welcome email you received contained a link with your new username and password. You will use this link to access the billing portal. You can also use this link to update your payment method if you credit card should need to be changed. We will automatically bill the card on file, on the first of the month. You will not be billed for service until you are installed with Tachus Internet.

Other

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