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Q: I have questions about additional e-mail boxes.

A: Check the Working with E-mail page for answers about additional e-mail boxes, including instructions on how to set them up. If you have any problems or questions using the Account Manager use the Technical Support request form.



Q: How can I access my Qwest.net e-mail from work, the Web, a friend's house, etc.?

A: You can set up to receive your e-mail by dialing in from the Qwest.net POP server, as instructed in Setting Up Roaming. (We are working to provide a Web-based interface to your e-mail.)

Using our WorldWide Roaming service you can dial in from virtually anywhere in the world.



Q: I get a busy signal when I try to connect to the Internet.

A: If you receive a busy signal frequently, you may want to set up your dialer to use a secondary number or to use a different primary number from the Dial-in Numbers list. (Remember that you are responsible for any long distance charges you incur while dialing in.) You can find instructions on changing a dialing profile in Help.



Q: I keep getting disconnected from the Internet.

A: This could be for a number of reasons, including:

Solutions for each of these follow:

Your Call Waiting service may be interrupting the dial-in connection

This may be because you have not disabled your Call Waiting service. Call Waiting must be turned off temporarily during your Internet session to prevent disconnection from the Internet. If you did not configure your dialer to turn off Call Waiting automatically, follow the instructions below now:

Microsoft® Windows® 95/98:

  1. Click the Qwest.net icon Qwest.net icon on your desktop. (If you do not have the Qwest.net icon, see alternate instructions that follow these steps.)
  2. Select Tools.
  3. Select Preferences.
  4. Select Edit location.
  5. Click to check the Disable Call Waiting check box.

If you do not have the Qwest.net icon on your desktop, follow these instructions to disable Call Waiting:

  1. Click the My Computer icon on your desktop.
  2. Click the Control Panel folder.
  3. Click the Telephony icon. The Dialing Properties window appears.
  4. Click the My Locations tab.
  5. Select the To disable call waiting, dial check box, and enter *70, in the box which follows. (Note: Most Qwest® Call Waiting customers use *70. If you are dialing from a rotary phone, enter 1170 instead. A few customers who use Call Waiting from other service providers may need to enter 70#.)
  6. Click Apply and OK.

Microsoft Windows NT®:

  1. Click the My Computer icon on your desktop.
  2. Click the Control Panel folder.
  3. Click the Telephony icon. The Dialing Properties window appears.
  4. Click to check the box next to This location has call waiting.
  5. Select *70, from the drop-down menu. (Note: Most Qwest Call Waiting customers use *70,. If you are dialing from a rotary phone, enter 1170. A few customers who use Call Waiting from other service providers may need to enter 70#.)
  6. Click Apply and OK.

Macintosh®:

  1. Click the Qwest.net icon Qwest.net icon on your desktop.
  2. Select Connect.
  3. Select Edit Dial Locations in the From menu.
  4. The Manage Dial Locations screen appears. In the Dial Prefix box, enter your Call Waiting disable code. (Most Qwest Call Waiting customers use *70. If you are dialing from a rotary phone, enter 1170. A few customers who use Call Waiting from other service providers may need to enter 70#.)
  5. Click OK.

Your modem may have disconnected you due to inactivity

After a certain period of inactivity, your modem will automatically disconnect a call. You can set the length of this period as follows:

Microsoft Windows 95/98/NT:

  1. Select Start.
  2. Select Settings.
  3. Select Control Panel.
  4. Click the Modems icon. The modem you use should be selected automatically in the Modems box.
  5. Click Properties.
  6. Select the Connection tab.
  7. Under Call preferences, check the box next to Disconnect a call if idle more than ___ minutes and enter the number of minutes you want for this setting.
  8. Click OK and Close.

Macintosh:

  1. Open the Apple menu.
  2. Select Control Panels then Remote Access.
  3. Click the Options button.
  4. Select the Connection tab.
  5. Check the box next to Disconnect a call if idle more than ___ minutes and enter the number of minutes you want for this setting.
  6. Click OK and Close.

If you have used Qwest.net for longer than eight hours, the server may have disconnected you

To keep Qwest.net access efficient by eliminating abandoned connections, users connected for longer than eight hours will have to dial in again. If this happens, there is no difficulty with your service or your line.

Someone in your house may have picked up an extension

The line used for your Internet connection must be clear and should not be disturbed. Try connecting again.

Your phone line may have trouble

Your phone line may have static or noise on the line, or it may not be functioning properly. Check to see if your phone line has a dial tone and if you can make a regular telephone call from the line. Try moving to a different phone jack or unplugging other phone extensions. If your phone is not working properly, you may need to notify Qwest (residential customers may call 1-800-244-1111 and small business customers may call 1-800-603-6000).

If your phone line has noise on the line (if you hear static when you pick up your phone receiver), it could be that a modem is still trying to connect, or that another modem from another location in your house could be connected using the same line. You may need to cancel the connection to try connecting again, or even restart the computer.

If you have any other devices connected to the phone line that your modem uses, such as a satellite TV provider, verify that these devices are not attempting to use the line.

If none of these suggestions resolve the problem, please use the Technical Support request form to report the problem. Include the dial in number you're using and the time you've experienced the problem.



Q: Web site: How do I publish? What software? What is its URL? CGI-support? telnet/sh access?

A: Web site information:

  • Web Publishing: Check out the Web Publishing help guide for step by step instructions to get your page onto the Internet.
  • Software: You may use whatever software you want to create your pages. Qwest.net supports FrontPage extensions and FTP. Using FTP is a common way of publishing your site. There are many FTP programs available.
  • URL: The URL for your site will be http://www.users.qwest.net/~your_username.
  • If you have the Qwest Choice Internet Prime, Qwest.net StarterPakTM, Qwest.net OfficeWorksTM or Qwest.net OfficeWorks LANTM package and you have set up a vanity domain name, your URL can be http://www.your_vanity_domain_name.
  • CGI: We currently don't support CGI programs on our site or telnet/shell access. You may manage your site using the Web Site Manager. Also, if you have input from a FORM you'd like e-mailed to you, you may use "/cgi-bin/FormMail.pl." Read more about Formmail.pl.


Q: Where can I get information about Internet access packages from Qwest?

A: Refer to the Qwest.com Web site or contact Qwest Customer Service online or by calling:

  • Residential: 1-800-244-1111
  • Small Business: 1-800-603-6000
  • Large Business: 1-800-304-3910


Q: How do I cancel my Qwest.net service and uninstall my Qwest.net connection software?

A: To cancel your Qwest.net service, contact Qwest Customer Service:

  • Residential: 1-800-244-1111
  • Small Business: 1-800-603-6000
  • Large Business: 1-800-304-3910

If you have Qwest.net connection software powered by Gearbox® (first install from the Qwest.net CD version 5.0) and want to uninstall this software, follow the instructions below for your operating system. (You have Qwest.net connection software only if you have the Qwest.net icon Qwest.net icon on your desktop.)

Note: Your browser software will not be uninstalled by these instructions. Therefore, any browser user settings, such as Bookmarks, Favorites, and e-mail, which currently reside with your browser software, will be unaffected by uninstalling Qwest.net connection software.

Microsoft Windows 95/98:

  1. Click Start.
  2. Click Programs.
  3. Click Qwest.net Connection Kit.
  4. Click Uninstall.
  5. A window appears to inform you when Qwest.net has been uninstalled and to recommend that you restart your computer.
  6. Click OK.
  7. Restart your computer.
  8. Drag the Qwest.net shortcut icon from your desktop to the Recycle Bin.

    If you do not have another ISP that uses connection software powered by Gearbox (check with that ISP ), you may want to continue with the following steps to uninstall Gearbox software:

  9. Click the My Computer icon on your desktop.
  10. Click the C: drive icon.
  11. Click the Program Files folder.
  12. Select the Gearbox Connection Kit folder.
  13. With the Gearbox Connection Kit folder selected, press the Delete key.
  14. Click Yes to confirm that you want to delete this folder.

Microsoft Windows NT:

Only your browser software has been installed. You need not uninstall any Qwest.net connection software.

Macintosh:

  1. Click on the Macintosh HD icon on your desktop.
  2. Drag Qwest.net Applications and Qwest.net Backup files to the Trash.
  3. If you are using another ISP that uses software powered by Gearbox (check with that ISP), skip to the next step.
  4. If you want to uninstall Gearbox software.
  5. Click System Folder.
  6. Click Preferences.
  7. Drag Gearbox SP Preferences to the Trash.
  8. Close Preferences.
  9. Click Startup Items, if it appears in your System Folder. (If you do not have Startup Items, skip to the next step.)
  10. Drag the ISM Registration icon to the Trash.
  11. Close Startup Items.
  12. Drag the Qwest.net shortcut icon from your desktop to the Trash.
  13. From the Special; menu, select Empty Trash.
  14. Restart the computer.


Q: My other Internet service provider is conflicting with Qwest.net. A: If you currently have, or had in the past, service with another ISP and still have that software on your computer, adding Qwest.net software may cause a conflict. If you are no longer using that software, please uninstall it before installing Qwest.net. If you have questions regarding ISP software conflicts, please contact Qwest.net Technical Support.



Q: Working with newsgroups.

A: As a Qwest.net subscriber, you can set up your Web browser for newsgroups. Learn more on how to set up your newsgroup using Netscape® Communicator™ or Outlook® Express.



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