Troubleshooting/FAQs

We use fixed wireless technology to provide service to your house via line of site from one of our towers. We install a radio transceiver on your roof that points to a tower. A cable is run from the roof to the inside of your house and is then connected to a device to power the radio and provide an interface to your computer.

Yes, you are able to connect multiple devices with a wireless router. The wireless router is connected inline before your computer and transmits wireless signals inside the house. This allows you to connect wireless devices as well as four wired devices. Plans of 7Mb and higher are recommended for multiple devices.

No, weather does not affect the service like satellite service is affected. We are a line of site to a tower and not a satellite service. As long as the radio has line of site to the tower from your house, the service will work. Extreme storms that include hail, lightning, or tornadoes could affect the service by damaging the equipment.

Yes, our internet does support VPN tunnels for those who need to connect for work at home or SOHO deployments. However, a static IP may be required for VPN support.

Generally, setup can be done in about 2 hours, but it can take longer depending on the structure of the residence.

No, unlike satellite companies, we do not cap the bandwidth use. You do not have to worry about getting your service shut off for exceeding bandwidth limits. Please note: 4K TV streaming from any content provider is not supported under any Nextlink plan.

Additional equipment may be necessary for specialized roofing materials such as tile or metal roofs for stability and to avoid damage to those surfaces.

POE stands for Power Over Ethernet. This device supplies electricity to the Subscriber Module (SM). This is the Radio, located on the dish of the subscriber’s location, that receives the radio signal. This device will pass power from an electrical outlet to the device connected through an Ethernet cable.

** IMPORTANT:  Turning off the power strip or battery back-up does not power-cycle the device. You MUST unplug the AC power cord from any battery back-ups or power strip and leave it unplugged for a minimum of 30 seconds. These types of equipment are meant to keep power connected to the devices in the event of a loss of electricity, whether they are powered on or not.

  1. On the router to be replaced, find the port labled WAN or Internet. The WAN/Internet port should be cabled to the LAN port of the POE.
  2. Disconnect the LAN cable from the WAN/Internetport of the router being replaced.
  3. Locate the WAN/Internet port of the new router. Reconnect the LAN cable to this port.
  4. Configure the new router as indicated by the accompanying start-up guide.
  5. Test the connection to verify you are able to access the internet.

**Note: If you are attempting to install a new device that has not been authorized on your account, your device will not connect to the internet. Please contact Customer Care Support at 0886468331 or by emailing us at support@k3liberia.com for completion. **

K3 uses fixed wireless broadband technology to provide service to your home or business via line of site. We install a radio transceiver and dish on your roof, pointed to an access point on a nearby tower. The radio is powered by running Cat5e cable from the roof to a POE device inside of the home/business. From the POE, users can connect an end-user device to the LAN port, such as a wireless router, to provide internet throughout the home.

K3 Internet is considered a WISP, or Wireless Internet Service Provider. WISP services use a combination of cable/fiber and radio transmitters to receive and relay internet services from transport providers to the towers within their wireless network. This signal may travel through one or more hops before it reaches your home or business. When the signal is modulating, it is turning your outgoing information into something that the wireless network understands (encoding). When it is demodulating, it is turning the signal into something your computer will understand (extracting).

Fixed wireless customers will have a Cat5 cable coming from a wall plate into a small black or white POE (power over ethernet) box in order to power the equipment outside of the home. The POE comes with an AC power cable and features two ports, labeled POE and LAN. The cable from the wall plate will plug into the POE port. Another Cat5 cable is connected from the LAN port of the POE to a personal or managed router. Devices within the home can access the internet either by being cabled to the router or by connecting to the WIFI network.

Fiber customers will have a fiber optic cable coming from outside the home into a media converter box, typically installed within the garage of the home. The media converter comes with an AC power cable and features two ports, labeled Mini-GBIC (SFP) and 1000Base-T (LAN). The fiber optic cable from the outside will plug into the SFP port. A Cat5 cable is connected from the LAN port of the media converter to a personal or managed router. Devices within the home can access the internet either by being cabled to the router or by connecting to the WIFI network.

A valid speed test is one that has either been run from a laptop/PC directly cabled into the router or one that has run with the router completely bypassed (POE to laptop/PC). Bypassing requires the authorization of a new device on your account so this step cannot be completed without contacting our Technical Support Team.

Wireless speed tests (cellphone, tablet, or anything connected via WIFI) are not considered valid as speeds within the home or office are subject to the wireless signals and local interference within that location. Wireless routers, access points, extenders, and other RF devices within the home can impact the accuracy of test results. K3 does not guarantee wireless speeds.

Speed tests from gaming systems are also not considered valid as these devices run many internal applications that can skew results. In addition, some gaming devices are considered “legacy releases” and are no longer supported by the manufacturer with updates and patches to the operating system.

Programs running in the background, such as automatic updates or drive synchronization, can cause degraded speed results. Speed tests that are run while your internet connection is in use elsewhere, such as on another device or an application within the device you are using, will only show you the remaining bandwidth available. For example, if you have a 5mbps plan and you are using 4mbps across your internal network, speed test results for a test run during that usage period will show to be around 1mbps.

  1. Know the top speed for your plan.
    • You want to ensure that the ports on your router can pull your plan speeds in their entirety. This is most commonly an issue for plans speeds over 100mbps as not all routers are equipped with gigabit ports (1000mbps).
  2. Decide if you would like to lease a managed router or purchase your own router.
    • K3 Internet allows the choice of either leasing one of our managed routers or purchasing a wireless router (must use Ethernet cabling) from the retailer of your choosing.
    • All managed routers through Nextlink come with a battery backup and offer full support/management and replacement for manufacturer defect for the life of the lease. Customers do not have access to log into these routers.
    • Personal routers will vary in price, inclusions, and support options. Customers using personal routers are responsible for the maintenance of that device and must go through the manufacture or retailer for support/replacement issues as K3 Internet does not have access to log into them.
  3. Outline your budget.
    • It is easy to spend much more money than is necessary on a router. Higher priced routers can feature a lot of “bells and whistles” that are not necessarily better and may not be suitable for your needs.
  4. Determine the coverage area requirements.
    • Take into consideration the square footage of the location, the layout and materials of the home, the number of devices requiring hardwiring, the number of devices requiring WIFI, etc. to get a basic picture of what kind of coverage area you need to provide signal to. Generating a heat map is an excellent tool for determining wireless coverage needs.
  5. Do your research.
    • A basic internet search can provide you with great information to help determine what router types are available and the capabilities of each. Consulting with electronic retailers and online forums can provide you with more insight into what are the most popular brands and models, as well as known issues for those devices.
  1. Go to the Main Menu on the dashboard and select Settings.
  2. In the settings menu, select
  3. Select View Connection Status.
  4. On the View Connection Status page, you can find the connection status, connection method, IP Address, Subnet Mask, default gateway, DNS,and the MAC Address for the device.
  1. Go to the home screen. Push the menu button on your controller, then select Settings.
  2. In the settings menu, select
  3. Select Advanced Settings.
  4. Under the IP Settings section, you can find the IP Address, Subnet Mask, gateway, DNS,and the MAC Address for the device.

Speed Test

A valid speed test can only be derived by connecting your device (laptop or PC) directly to your router.

Speed tests from any wireless device or over a wireless connection is only as good as the wireless signal within your residence/office. Wireless routers, access points, and extender’s signals can degrade throughout the structure of the home or office.

If you are experiencing slow speeds, do not test from a smartphone, tablet, gaming system, or any device connecting over your home/office wireless network. Speed tests from gaming systems that are legacy releases and are no longer supported by the manufacturer will not provide a valid speed test.

Programs running in the background like automatic updates and Google Drive synchronization can cause degraded speed results. Speed tests that are running while using your internet connection will only show you the remaining bandwidth available. For example, if you have a 5 mbps plan and you are using 4 mbps, your speed test results should be around 1 mbps.

If this describes your scenario, it may be time to increase your speeds.

A valid speed test can only be derived by connecting your device (laptop or PC) directly to your router.

Contact Us

K3 Telecom team is all about the customer experience. We want you to get the most out of your service, and we love to get your feedback. So, let us know how we’re doing, good or bad, and we’ll do our best to provide you with an experience that is second to none.

Our Corporate Office

K3 Telecom Liberia1000 Monrovia.
Sinkor, 3rd street

Phone:Suppo:Sales:Billing:Corporate Inquiries:  

Technical Support:

Monday - Friday:7am to 10pmSaturday:9am to 9pmSunday:9am to 9pm

Billing:

Monday - Friday:8am to 6pm

Sales:

Monday - Friday:8am to 6pmSaturday:8am to 12pmSunday:Closed

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