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Top Support FAQs


Q: I was notified that Qwest is updating the addresses of the Qwest.net DNS servers. What do I need to do regarding this change?

A: If you are noticing slower web browser responses for no known reason, be sure to follow the instructions to check if your computer has the new and correct DNS server information for your Qwest Internet connection.



Q: Why do I have to receive emails before I can send emails?

A: A change has occurred with your email handling. As we expand our Internet reach we want to make sure your security needs are met. To ensure we maintain strict security within our mail servers we have made a change in the way you send/receive your email.

Effective imimages/globaltely, you need to receive your Qwest.net email before you have the option of sending any email. This change was made to increase our email security. By receiving your email first we are able to authenticate you as our qwest.net customer. We value you as a customer and apologize for any inconvenience this change may cause.



Q: Why do I sometimes have trouble connecting to the Internet?

A: If you are viewing this page online now, then you can be sure that your modem connections are correct and that your phone line is working properly. One possible reason may be that your modem is not connecting at a stable rate. An effective solution is entering three commas ',,,' after the dial-in number in your dialer. You can also check to see that your connection set-up is configured correctly. Instructions vary depending on the software that you have:

If you have Qwest High-Speed Internet see: Connection Help.

Qwest Logo If you have the Qwest.net icon on your desktop, you have Qwest.net connection software. Follow these instructions:
Microsoft® Windows® 95/98 Macintosh®
  1. Click Qwest.net on your desktop.
  2. From the Dialing menu, select Use Mobile Dialing.
  3. From the Qwest Internet Service window, click Connect.
  4. The Mobile Dialer window appears. In the Dialing box, click after the dial-in phone number and enter ",,," (three commas, without quotes) after the number.
  5. Click Connect.
  1. Click Qwest.net on your desktop.
  2. Select Edit Dial Locations in the From menu.
  3. The Manage Dial Locations window appears. In the Dial Suffix box, click after the dial-in phone number and enter ",,," (three commas, without quotes) after the number.
  4. Click OK.

Netscape icon IE icon If you do not have Qwest.net connection software (if you click the Netscape® or Internet Explorer® icon on your desktop to connect to Qwest.net):
Microsoft Windows 95/98 Macintosh
  1. Click My Computer on your desktop, and then click Dial Up Networking .
  2. Right click the Qwest.net dialer connection and select Properties.
  3. Select the General tab. In the Phone number box, click after the dial-in phone number and enter ",,," (three commas, without quotes) after the number.
  4. Select the Server Types tab. Make sure that only the Enable software compression and TCP/IP check boxes are selected.
  5. Click OK.
    Windows NT®

  1. Click My Computer on your desktop, and then click Dial Up Networking .
  2. Select the drop-down arrow next to the Phonebook entry to dial box and select the dialer connection you would like to change from the drop-down list. Click More and then click Edit entry and modem properties.
  3. Select the Basic tab. In the Phone number box, click after the dial-in phone number and enter ",,," (three commas, without quotes) after the number.
  4. Select the Server tab. Make sure that only the Enable software compression and TCP/IP check boxes are selected.
  5. Click OK. Click Dial to save the change and connect to Qwest.net.
  1. Open the Apple menu. Select Control Panels and then select Remote Access. (If you are running an OS earlier than 8.5, you will not see Remote Access as an available selection. Use the instructions that follow these for the PPP selection.)
  2. From the File menu, select Configuration. Select the dialer for Qwest.net from the list. Select Make Active.
  3. The Remote Access window appears for the dialer that is active. In the Number box, click after the dial-in phone number and enter ",,," (three commas, without quotes) after the number. Click Save.

    For subscribers running Mac® OS earlier than 8.5:

  1. Open the Apple menu. Select Control Panels. Select PPP.
  2. From the File menu, select Configurations. Select the dialer for Qwest.net from the list. Click Make Active.
  3. From the PPP window, select Options. Select the Connection tab. Make sure the following are checked:
    Connect automatically when starting TCP/IP applications.
    Disconnect if idle for 10 minutes. [this is optional]
  4. Click OK. From the PPP window, make sure the Dial-in number is correct. Click Connect.



Q: Why can't I get my e-mail?

A: As soon as you install Qwest.net, you are able to receive e-mail with the primary account you registered at the e-mail address you chose. Instructions follow on how to check your e-mail and e-mail settings. If you are a new user, you may also want to see an Overview of Qwest.net, which includes a Quick Start Guide for new users.

How to check your e-mail

Qwest LogoHow to check your e-mail if you have the Qwest.net icon on your desktop

If you Click the Qwest.net icon Qwest Logo to connect to Qwest.net, you have installed the latest version of Qwest.net.

  1. Click Qwest.net on your desktop to open your Qwest.net connection software.
  2. Click Mail at the upper left of the first window that appears. You will be automatically routed to your Netscape Messenger or Outlook Express e-mail box.

Netscape icon How to check your e-mail if you use Netscape Messenger

  1. Click the Netscape Navigator icon on your desktop to open your browser.
  2. In the Communicator menu, select Messenger.
  3. Click Get Messages . The server will ask for your password.
    Note: Any outgoing messages in your e-mail box will be sent. New e-mail messages will then be delivered to your computer for you to read, print and delete at your convenience. Once you receive your messages, they are on your computer, so you can read them and compose replies at your leisure without tying up your phone line.  In order to send your replies or check for new messages, however, you do need to be connected to the server.

IE icon How to check your e-mail (Outlook Express)

  1. Open Outlook Express (open it from the Programs menu or click the Outlook Express icon).
  2. Click Send and Receive. The server will ask for your password.
    Note: Any outgoing messages in your e-mail box will be sent. New e-mail messages will then be delivered to your computer for you to read, print and delete at your convenience. Once you receive your messages, they are on your computer, so you can read them and compose replies at your leisure without tying up your phone line.  In order to send your replies or check for new messages, however, you do need to be connected to the server.

If you are having trouble receiving your e-mail:

You may want to check your e-mail settings. Your e-mail settings are configured properly at the time of registration and would not have changed unless you specifically changed them. Exercise caution with e-mail settings, and do not make any changes you are not completely certain about.

How you locate your e-mail settings depends on the software you use:

Qwest Logo If you have the Qwest.net icon on your desktop, you have Qwest.net connection software. To locate your e-mail settings:

  • Microsoft Windows 95/98:
    1. Click Qwest.net Qwest Logo on your desktop.
    2. From the Tools menu, select Support Agent.
    3. Click the Diagnostic Tools tab
    4. Click Edit Active Configuration.
    5. Click the E-Mail tab.
  • Macintosh:
    1. Open the Apple menu, select Control Panels. Select Internet.
    2. Click the Email tab.

Netscape icon IE icon If you do not have Qwest.net connection software (if you do not have the Qwest.net icon on your desktop), to send or receive e-mail you need to make sure you have done the following:

  • Microsoft Windows 95/98/NT:
    1. Click the Netscape Navigator icon on your desktop.
    2. From the Edit menu, select Preferences.
    3. Click the + in front of the Mail & Newsgroups category.
    4. Select Mail Servers from the Mail & Newsgroups list.
  • Macintosh:
    1. Open the Apple menu, select Control Panels. Select Internet.
    2. Click the Email tab.
If you are having trouble receiving e-mail with a secondary account, make sure that you have:
  1. Set up profile in Account Manager (to do this you must be signed in).
  2. Make sure your e-mail is configured properly:
    1. Netscape users: Create a Netscape User Profile for the e-mail box on your computer.
    2. Internet Explorer users: Create an e-mail account in Outlook Express.


Q: How do I link my domain name to my Qwest.net account?

A: You must be a Choice Internet Prime or Qwest.net OfficeWorks® customer with an active user name and password. You can get to this information either by clicking the Account Tools button on the navigation bar and scrolling down to the information, or directly linking to one of the following:



Q: How do I publish my Web page?

A: Here are step by step instructions for building your Web page.



Q: How do I set up my Qwest Broadband™ account (Configure my Cisco 675 or 678)?

A: For Cisco 675 or 678 connectivity issues go to:
Connecting Using PPP with the Cisco 675 or 678 Modem FAQs

For additional Cisco 675 or 678 modem information and instructions go to:
Using PPP with the Cisco 675 or 678 Modem FAQs
Configure your Modem/Router in PPP mode for Static IP Addresses



Q: Where do I find a list of local dial-in numbers?

A: Some Qwest.net subscribers can use local dial-in numbers, listed by city and state. Qwest.net supports roaming. This means that you can access your account from different locations by dialing into local phone numbers wherever Qwest.net service is available. See more information about Setting Up Roaming Service and special instructions for Nationwide Roaming.



Q: I do not remember my password. What should I do?

A: Most questions can be answered in the Qwest.net Help sections on changing your password and changing your user name. If you are still having problems, please contact Technical Support.



Q: Where do I find the most recent CBOS (Cisco Broadband Operating System) upgrade (for Qwest Broadband™ customers)?

A: You can directly download the most recent CBOS upgrade (you will need your Qwest.net user name and password):

5/23/2002 Cisco Security Advisory:
Cisco Systems has issued a new security advisory relating to their Cisco 600 series product line. The Cisco 675 and Cisco 678 DSL CPE may be affected by the new advisory. A new CBOS version has been developed to help protect you from the potential identified vulnerabilities.


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