Q: I got a letter from you about my router having a UPnP vulnerability, what should I do?
A: Depending on the make and model of router, you should update to the latest firmware, or disable the UPnP feature. You can check if your router is vulnerable by going to this website and clicking on "Scan My Router":

Router UPnP Scanner

Since most of the affected routers seem to be DLink, we found this DLink Canada website that lists which models and versions can be fixed by updating the firmware, and which need to have the UPnP feature disabled. The website also has links to detailed instructions.

DLink Support Page

Q: What do I use as mail and DNS servers?

Some email software has outdated default settings. In the outgoing (SMTP) settings, you need to select "my server requires authentication" or on Apple devices, set the outgoing authentication method to "password". If the SMTP port is set to 25, that is an outdated setting and should be changed to 587.

Click here for step-by-step instructions on setting up email on an iPad (we get asked this a lot lately).

To check your mail on the web, go to webmail.kwisp.com and log in with your full email address and email password.

Q: Is this a satellite service?
A: No, your antenna will be pointed at a nearby tower. Satellite based Internet services are typically no faster than dialup in the upstream direction, making them unsuitable for most applications other than web browsing. HughesNet and WildBlue satellites are in a geostationary orbit 22,300 miles above the earth or about 10% of the distance to the moon. A packet and its acknowledgement must traverse this distance 4 times. Roundtrip ping times are 700 milliseconds to over a second, which is too high for online gaming, VoIP services like Vonage and Skype, uploading files, or working from home via a VPN.

Q: How is this different from a WiFi hotspot?
A: WiFi refers to 802.11 wireless LAN technology, which can be used to link computers within 100-300 feet of a wireless access point to form a local area network. Unless your house is next door to a Starbucks, this won't help you connect to the Internet at home. Many of our customers use a WiFi router to create a wireless home network so they can use laptops and handheld devices anywhere in the house. Just make sure to assign a unique network name or "SSID" to your network and enable WPA2 encryption to make it secure.

Q: Is this the same as a broadband card from a cellphone company?
A: No, we don't use cell towers. If you have a notebook computer and want to get on the Internet from anywhere, a mobile broadband card or mobile hotspot may be convenient. Our service is faster, less expensive, allows simultaneous use by several computers, and does not have a 5 GB per month usage cap.

Q: Will the signal go through trees and buildings?
A: In most cases you will need a clear line of sight to the tower. Microwaves at frequencies of 2.4 and 5.8 GHz do not travel well through foliage and solid objects. We have 900 MHz non-line-of-sight equipment in a few areas (marked in yellow on our coverage map).

Q: Will rain affect performance?
A: Unlike satellite TV which operates in a higher frequency band, our service is not affected by rain fades.

Q: Is my data secure even though it goes over a radio link?
A: Yes. This is not a wireless LAN and other subscribers cannot see your traffic. Proprietary formats, encryption, MAC address authentication, and PPPoE authentication are used to insure that unauthorized users cannot establish a connection to the base station or intercept subscriber data.

Q: Can I install the equipment myself and save the installation charge?
A: With the exception of a few locations where NLOS equipment can be mounted inside the building, we require professional installation. The radio and antenna must be properly mounted, aligned, grounded and protected from lightning. Special tools and materials are required, such as shielded UV-resistant Cat5 cable.

Q: Can I buy the radio rather than rent it?
A: That would help our cashflow but wouldn't be good for you. We don't think it is fair for customers who live farther from the tower to pay more for the equipment. And if the equipment fails, or if we upgrade from one type of equipment to another, it is better for us to bear the replacement cost.

Q: What equipment is provided?
A: In most cases we will mount an unobtrusive outdoor radio/antenna unit on your roof, outside wall, or chimney pointed at our tower. Depending on distance from the tower, we may need to use a higher gain external antenna similar in size to DirectTV dish. We will properly ground the outdoor equipment and install a lightning protector, and run outdoor rated cable from the antenna to your computer or router location. A low voltage power converter and a small connector box will be installed to power the radio over the cable.

Q: Will this interfere with my cordless phone?
A: Broadband wireless equipment uses the same non-licensed bands as some cordless phones. However we mount a directional antenna on the outside of your building, so there will normally be no interference between the two systems. If you are buying a new cordless phone, we recommend you look for a "DECT6.0" phone which will not interfere with our system or other wireless products such as baby monitors.

Q: My laptop has wireless LAN capability, can it connect directly to your service?
A: Our system is not the same as a wireless LAN, so you still need a radio and antenna to connect to our service. You can add a combination router and wireless access point to create a home LAN connecting all your computers, but the range will be limited to about 300 feet from your access point.

Q: Why do I need a router with firewall and PPPoE support?
A: A router is needed if you have more than one computer, game console, etc., or if you want WiFi in your house for a notebook computer or handheld device. A router will also provide a firewall to protect against hackers, and makes it easier to connect a new computer or to troubleshoot problems. If you do not anticipate ever having more than one computer or needing WiFi, we may be able to configure our equipment to act as a basic router, but with regular WiFi routers costing as little as $40, we highly recommend them.

Q: Can I change to a different package after installation?
A: Yes, we can switch you to any speed tier supported by the equipment on your local tower.

Q: If I sell my house, does the new owner have to pay another installation charge?
A: If the radio is still installed, we can activate service to the new owner for a $50 activation fee, including router setup via phone support..

Q: Isn't KWISP a cereal?
A: No, that's Quisp.