Additional Detail
To quickly address your question, please select the Categories that best
describe your problem and respond to the questions listed. A response will be
sent to the e-mail address you provide below within 24-48 hours.
Please choose the category that best describes your problem. *
Please choose the sub-category that best describes your problem. *
Please sign in at https://www.qwest.net/account_tools/ with your qwest.net username
and password and then click on the link for Obtain/Maintain Static IP block. Follow the
onscreen instructions from there. If you have already attempted this and are still having
issues, please answer these questions for us, along with your own description of the issue:
What error message if any are you seeing?
What size block were you trying to purchase?
If you go out of the Account manager screen and go back in, and click on the link for
obtain/maintain static IP block, what information do you see?
Please give us your description of the issue:
Your suggested configuration with static IPs will depend mostly on your IP block size and
your modem.
For Single Static IPs, your configuration will be the same as when you have a Dynamic IP;
your static IP information is given to your modem automatically when it logs in with your
username and password.
For larger blocks, you will need to configure your modem appropriately to pass your user-
assignable portion of your static IP block to your network inside. Please go to http://www.qwest.com/internethelp/modems/,
find your modem, and look under the link for
Installation & Set-up for a configuration document (PDF) for "PPPoA Multiple Static IPs"
What block of static IPs are you using (i.e. how large and what particular IP addresses)?
What device(s) are you configuring the static IPs with/on (e.g. Windows XP PC, Linksys Hub, Belkin Router, etc.)?
What are your static IPs going to be used for (e.g. Hosting a Web Server, VPN routing, Gaming, etc.)?
Please give us your description of the issue:
In order for you to set a Reverse DNS or PTR record, you will need to have a Block of Static
IPs setup on your account. You can do this by signing in at https://www.qwest.net/account_tools/ and then clicking on the link for Obtain/Maintain
Static IP block. Follow the onscreen instructions from there.
Once you have static IPs on your account, you should be able to make your own Reverse DNS
record by going to the account tools link listed above, clicking on the "Configure Your DNS Records"
link on the left column of the web page, and clicking on "Configure Reverse DNS Records"
If you are having difficulty finding these options, we can setup the Reverse DNS record for you:
What fully qualified Domain Name do you want put on the Reverse DNS record?
What static IP do you want the Reverse DNS record on?
Please give us your description of the issue:
In order to connect to your web space to upload files you will need to have created
your own web space. Please see the subcategory for Creating Web Space for further information.
What is the account you are using to login to the FTP server?
What program/client are you using to transfer the files to the Web space?
What error message/number, if any, do you see when you try to upload web files?
Please give us your description of the issue:
In order to connect to your web space to upload files you will need to have created
your own web space. Please see the subcategory for Creating Web Space for further information.
For Qwest.net customers, you should be able to login at http://www.qwest.net/account_tools/ and once in the Customize your Account screen, you can go to the
link on the left for Create my Personal Web Page and there you fill find a link to view/delete the files
on the server for your web space.
For Qwestoffice.net customers, you will want to login at https://sitecontrol.qwestoffice.com/ and then click on Website Tools from the menu on the left to
access your web page information.
Are you using an FTP client/FrontPage to alter the files or the Qwest.net website?
What account are you attempting to delete/modify web files for?
Please give us your description of the issue:
In order to connect to your web space to upload files you will need to have created
your own web space. Please see the subcategory for Creating Web Space for further information.
For Qwest.net customers, you should be able to login at http://www.qwest.net/account_tools/ and once in the Customize your Account screen, you can go to the
link on the left for Create my Personal Web Page and there you fill find a link to view/delete the files
on the server for your web space.
Are you using an FTP client/FrontPage to alter the files or the Qwest.net website?
What account are you attempting to delete/modify web files for?
Please give us your description of the issue:
In order to create your Web space:
For Qwest.net users, you will need to go to http://www.qwest.net/account_tools/ , log in with your qwest.net primary account and
password and then in the Account Management screen, click on the link for "Create Your
Personal Web Page", then simply follow the steps on the next web page.
For Qwestoffice.net users, your space should be available once your are able to log
into your account at https://sitecontrol.qwestoffice.com/.
What account are you logging in with to create your web space?
What error message/number, if any, are you seeing when you try to create your web space?
Please give us your description of the issue:
In order to create your Web space for your Qwest.net account, you will need to go to http://www.qwest.net/account_tools/,
log in with your qwest.net primary account and password and then in the Account Management
screen, click on the link for "Create Your Personal Web Page", then simply follow the
steps on the next web page.
What account are you logging in with to create your web space?
What error message/number, if any, are you seeing when you try to create your web space?
Please give us your description of the issue:
In order for you to link your domain to your web space, you will need to first link
the domain to your account. Please see the subcategory for New Domain/Linking to account
under the Domains/DNS Issues category.
What Domain do you already have pointed to Qwest.net and linked to your account?
When you are attempting to link the domain to your web space, what error message, if any do you see?
Please give us your description of the issue:
For Qwestoffice.net customers, in order to work with your domain on your account, please login to https://sitecontrol.qwestoffice.com/, and then
click on the domain name link on the left column and follow the instructions there.
For Qwest.net customers, in order for your domain name to be linked to your Qwest.net account,
two things need to happen beforehand.
First, the Technical Contact needs to be Qwest. In most cases, you just give the registrar the
Tech Handle of HOS48-ORG.
Technical Contact:
Qwest Internet Solutions (hos48-org) dns-info@QWEST.NET
Qwest Internet Solutions
600 Stinson Blvd.
Minneapolis, MN 55413
US
800-672-8520 fax: 612 664 4770
Second, the DNS needs to point to the following servers. If you have other DNS names listed we
CAN NOT link the domain.
63.231.205.1 - AUTHNS1.MPLS.QWEST.NET
206.196.128.12 - AUTHNS2.DNVR.QWEST.NET
206.81.192.11 - AUTHNS3.STTL.QWEST.NET
Once this is done and you can see this information reflected on Whois lookup for your domain,
you should be able to login to http://www.qwest.net/acount_tools/,
then go to the link for Configure your DNS records, and click on the link in that page that says
Configure a Doman Name. Follow the instructions there to associate your domain to your account. At
this point you can create domain name records, which will take 4-8 hours to propagate out to the internet.
What domain do you need to point to Qwest.net for DNS Hosting?
Who is your registrar for your domain?
What settings does your registrar show for your DNS Host servers currently when you do a DNS Whois?
When you are attempting to link the domain to your account, what error message, if any do you see?
Please give us your description of the issue:
For Qwest.net customers, in order for your domain name to be linked to your Qwest.net account,
two things need to happen beforehand.
First, the Technical Contact needs to be Qwest. In most cases, you just give the registrar the
Tech Handle of HOS48-ORG. The information to fill in if this doesn't work is below:
Technical Contact:
Qwest Internet Solutions (hos48-org) dns-info@QWEST.NET
Qwest Internet Solutions
600 Stinson Blvd.
Minneapolis, MN 55413
US
800-672-8520 fax: 612 664 4770
Second, the DNS needs to point to the following servers. If you have another DNS name listed we
CAN NOT link the domain.
63.231.205.1 - AUTHNS1.MPLS.QWEST.NET
206.196.128.12 - AUTHNS2.DNVR.QWEST.NET
206.81.192.11 - AUTHNS3.STTL.QWEST.NET
Once this is done, and you can see this information reflected on Whois lookup for your domain,
you should be able to login to http://www.qwest.net/acount_tools/,
then go to the link for Configure your DNS records, and click on the link in that page that says
Configure a Doman Name. Follow the instructions there to associate your domain to your account.
At this point you can create domain name records, which will take 4-8 hours to propagate out
to the internet.
What domain do you need to point to Qwest.net for DNS Hosting?
Who is your registrar for your domain?
What settings does your registrar show for your DNS Host servers currently when you do a DNS Whois?
When you are attempting to link the domain to your account, what error message, if any do you see?
Please give us your description of the issue:
For Qwestoffice.net customers, in order to work with your domain on your account, please login to https://sitecontrol.qwestoffice.com/, and then
click on the domain name link on the left column and follow the instructions there.
For Qwest.net customers, in order to change the domain you have associated to your
account, you must remove your Vanity emails, domain record pointing to your webspace,
and any other DNS records you have pointed to your domain, then remove the domain itself
from your account and go through the process of adding your new domain back on your Qwest.net
account and creating whatever other domain information you need at that time. If you are not
familiar with how to prepare your new domain to be pointed to Qwest.net, please see the
subcategory for New Domain/Link to Account in this category.
Were you able to first remove your vanity emails, web space link, and then finally the account link for your old domain successfully?
What new domain do you need to point to Qwest.net for DNS Hosting?
Who is your registrar for your new domain?
What settings does your registrar show for your DNS Host servers currently when you do a DNS Whois?
When you are attempting to link the domain to your account, what error message, if any do you see?
Please give us your description of the issue:
For Qwest.net customers, in order to change the domain you have associated to your account,
you must remove your Vanity emails, domain record pointing to your webspace, and any other DNS
records you have pointed to your domain, then remove the domain itself from your account and go
through the process of adding your new domain back on your Qwest.net account and creating whatever
other domain information you need at that time. If you are not familiar with how to prepare your
new domain to be pointed to Qwest.net, please see the subcategory for New Domain/Link to Account
in this category.
Were you able to first remove your vanity emails, web space link, and then finally the account link for your old domain successfully?
What new domain do you need to point to Qwest.net for DNS Hosting?
Who is your registrar for your new domain?
What settings does your registrar show for your DNS Host servers currently when you do a DNS Whois?
When you are attempting to link the domain to your account, what error message, if any do you see?
Please give us your description of the issue:
In order for you to create DNS records, you will need to first link the domain to your
account. If you have not already done this, please see the subcategory for New Domain/Linking
to account under the Domains/DNS Issues category. In addition if you do not have Static IPs
with your account, you will not be able to create PTR or Reverse DNS records for your
connection IP.
What is the type of record you need to have created(e.g. domain to ip or A record, ip to domain or PTR record, or mail server MX record)?
What is the fully qualified domain for the DNS record?
What is the IP address for the DNS record?
What error message, if any, do you see when attempting to setup the record for yourself on the Qwest.net site?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Mac OS 8, etc.)?
What error message, if any, are you seeing when you try to access/install/remove the software?
What tasks are you attempting to accomplish when you are having the issue?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Mac OS 8, etc.)?
What error message/number if any are you seeing when you try to access/install/remove the software?
What tasks/features are you attempting to use when you are having the issue?
Please give us your description of the issue:
What tasks/features are you attempting to use when you are having the issue?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Mac OS 8, etc.)?
What account are you trying to adjust/add/remove parental controls on?
What error message/number if any are you seeing when you try to access Parental Controls?
Please give us your description of the issue:
If you are a Qwest.net customer, this is issue may be caused by a recent change to the open relay
ports on our servers to reduce the spam that is affecting our customers. What this means is that before
our servers will allow anyone to send, they must first authenticate, meaning you must try to receive
email before you send. Most email clients will attempt to send before they receive. You may want to
attempt a send/receive twice and see if this allows you to send emails out again. Also you can set your
email client to automatically send/receive more often, usually every 5-10 minutes, and this should also
help with this issue.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What program or email client are you using to send your email (e.g. MS Outlook Express, MSN Explorer, etc.)?
What email address, mail server and username settings are you using for outgoing as well as incoming email?
What error message and/or number, if any, are you seeing when you try to send an email?
Please give us your description of the issue:
Under normal conditions, if you are able to get online with a web browser, you should also be able to send and receive emails.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What program or email client are you using to send your email (e.g. MS Outlook Express, MSN Explorer, etc.)?
What email address, mail server and username settings are you using for incoming as well as outgoing email?
What error message and/or number, if any, are you seeing when you try to receive emails?
Please give us your description of the issue:
You can find most of your email server settings depending on your type of ISP in one of the following places:
For MSN users, the email settings you will need will usually only be your email address and password, as you
login to the MSN software or at http://mail.live.com/.
For Qwest.net users, you can find your server settings by going to http://www.qwest.net/help/roaming.html, clicking on the State you reside in, and then looking for the row of information with the city that matches or is closest geographically to yours. The server name you find there is used for both incoming and outgoing email server settings. Your Account or Login Name will be the first portion of your email before the “@” symbol.
For Qwestoffice.net users, if you are using an email program to get your emails, you will need to use the first portion of your primary email address as part of the server names in this fashion: “pop.1stpartofemail.qwestoffice.net” and “smtp.1stpartofemail.qwestoffice.net”. You can also access your email at http://webmail.qwestoffice.com/. Your emails settings can be also be setup for you by going to the above webmail site, and clicking on Settings, then clicking on E-mail Configurator, filling in the information and following the instructions in the steps/links below the top section. You may also be interested in going to our support site at http://www.qwestoffice.net/ under #3, for some Walkthrough steps with screenshots of several email programs.
What program or email client are you setting up to send/receive emails?
What do you currently have for your email address, incoming/outgoing server and username?
What error messages if any are you seeing when setting up your email?
Please give us your description of the issue:
You will need to know what your primary account name/username is in order to add or delete subaccounts in most cases.
What is your primary email that you want/have the sub-account created under?
If you are adding a sub-account, what are you trying to use for the sub-account email address?
What error message, if any, do you see when trying to add/delete the sub-account?
What software or website are you trying to use to add/delete the sub-account?
Please give us your description of the issue:
Delayed emails can be caused by many things, including incorrectly formatted or addressed
emails, as well as some other local software on your or the recipients computer, such as antivirus,
firewall or content filtering/spam filtering software that is not properly configured. You may
want to check your own system along with those you are sending to, in order to make sure none of
these factors is contributing to the delay.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What program or email client are you using for your email?
Which email address is affected by the slow response?
How long is it between responses generally?
Is there anything noticeably similar between the delayed emails, (attachments, sent to a vanity email address, from same recipient, etc.)?
Please give us your description of the issue:
You must have a domain pointed to Qwest.net servers as well as tied to your account
in order for us to put a vanity email address on your qwest.net or qwestoffice.net mailbox.
Not all qwest.net packages offer vanity emails as part of the basic package; additional
package add ons may be necessary.
What email do you want to put the vanity domain email address on?
What domain name do you have associated with your ISP account?
What do you want the vanity email address to be?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What software are you trying to install?
What error messages, if any, are you seeing when you try to install the software?
Please give us your description of the issue:
Currently the programs we can support with Home page settings would be Internet Explorer and MSN Premium Browser. We can attempt a best effort level of support with other browsers, but results may vary.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What software are you using for your internet browser (e.g. Internet Explorer 6, MSN Explorer, etc.)?
What changes, if any, need to be made to your home page?
Please give us your description of the issue:
Currently the programs we can support with Bookmarks/Favorites settings would be Internet Explorer and MSN Premium Browser. We can attempt a best effort level of support with other browsers, but results may vary.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What software are you using for your internet browser (e.g. Internet Explorer 6, MSN Explorer, etc.)?
What error messages, if any, are you seeing when you try to access/change your bookmarks/favorites?
Please give us your description of the issue:
Currently the programs we can support with Settings/Optimization would be Internet Explorer and MSN Priemium Browser. We can attempt a best effort level of support with other browsers, but results may vary.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What software are you using for your internet browser (e.g. Internet Explorer 6, MSN Explorer, etc.)?
What error message, if any, are you seeing when you are trying to use your internet software?
Please give us your description of the issue:
For the security of all our customers, we cannot verify or reset passwords via e-mail. If you already know the
current username and password, you can go to this link at http://www.qwest.net/account_tools, sign in with your current username and password and then click on the
Account Manager link and you should have the option to reset your password there. If you cannot access this
website for some reason, please call our 24-hour Technical Support on 800-247-7285, so that we may assist you
over the telephone. We apologize for any inconvenience this may cause.
For the security of all our customers, we cannot verify or reset usernames via e-mail. If you already know the
current username and password, you can go to this link at http://www.qwest.net/account_tools, sign in with your current username and password and then click on the
Account Manager link and you should have the option to reset your password there. If you cannot access this
website for some reason, please call our 24-hour Technical Support on 800-247-7285, so that we may assist you
over the telephone. We apologize for any inconvenience this may cause.
Make sure your Registered name does not contain dots (.), colons (:) or ampersands (&)
What is the username that you want to change the registered name on?
What would you like it changed to say?
Please go to www.qwest.com and sign in to your account ("MyAccount") to setup your account security settings.
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What is your computer's amount of RAM?
What is your computer's amount of available hard disk space?
What is the overall computer's status (Working but unable to use the software, working but some part of the software not working, unable to use your computer at all, etc.)?
What error message and/or numbers, if any, are you seeing?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
What error message if any are you seeing when you try to access/install/remove the software?
What tasks are you attempting to accomplish when you are having the issue?
Please give us your description of the issue:
If you have an external modem, have you tried rebooting your modem by unplugging the power cord for 30 seconds and then plugging it back in?
After rebooting your modem, what did your lights on the modem look like after coming on?
What operating system do you have on your computer e.g. Windows XP, Windows Vista, Mac OS 8, etc.?
Can you not connect to any web sites or email, or is it just a particular website or just email?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
When did you notice the connection being "down" first?
If you have an external modem, have you tried rebooting your modem by unplugging the power cord for 30 seconds and then plugging it back in, or if the modem is in your computer, did you try rebooting the computer?
If you receive an error message, what exactly does it say?
Can you get dialtone thru the line you use for your connection?
Please give us your description of the issue:
When did you notice the connection being "down" first?
If you have an external modem, have you tried rebooting your modem by unplugging the power cord for 30 seconds and then plugging it back in?
After rebooting your modem, what did your lights on the modem look like after coming on?
What do the lights look like after the connection goes down again?
What operating system do you have on your computer e.g. Windows XP, Mac OS 8, etc.?
Please give us your description of the issue:
What operating system do you have on your computer (e.g. Windows XP, Windows Vista, Mac OS 8, etc.)?
When did you notice the connection being "down" first?
What were you doing on the computer when it disconnected?
If there was an error message, what was it, and when did it come up?
Can you get a dial tone on the line your internet connection is on?
Please give us your description of the issue:
When did you notice the connection being slower?
Do you use multiple computers on your connection?
Is it always slow or are there times when the speed behaves normally, and what else is happening with the computer(s) when it is slow again?
Have you moved or changed any of your modem connections or phone location/connections recently?
Please give us your description of the issue:
When did you notice the connection being slower?
Do you use multiple computers on your connection?
Is it always slow or are there times when the speed behaves normally, and what else is happening with the computer(s) when it is slow again?
What operating system do you have on your computer e.g. Windows XP, Windows Vista, Mac OS 8, etc.?
Is your modem set to connect at the correct speed?
Please give us your description of the issue:
What is the number you are attempting to connect to?
Do you get a busy signal when dialing that number directly with a regular phone?
Do you have the dialing rules setup properly, for instance if you have 10 digit local dialing?
Have you tried removing the connection settings completely and re-establishing them afterwards?
When did you notice the connection not logging in or authenticating?
What lights are lit on the modem and are they steady or blinking?
If you try connecting with a different Internet browser, like Internet Explorer does the connection work fine?
What if any error message do you see when trying to login/authenticate?
What operating system do you have on your computer e.g. Windows XP, Windows Vista, Mac OS 8, etc.?
Where are you trying to download files from?
What error message do you see, if any, and when did it come up?
Can you browse to other web pages fine?
For the security of all our customers, we cannot verify or reset passwords via e-mail. If
you already know the current username and password, you can go to this link at http://www.qwest.net/account_tools,
sign in with your current username and password and then click on the Account Manager link and
you should have the option to reset your password there. If you cannot access this website for
some reason, please call our 24-hour Technical Support on 800-247-7285, so that we may assist
you over the telephone, or go to www.qwest.com/internethelp and use the Chat link in the upper
right corner to chat online with one of our representatives. We apologize for any inconvenience
this may cause.
For the security of all our customers, we cannot verify or reset usernames via e-mail. If
you already know the current username and password, you can go to this link at http://www.qwest.net/account_tools,
sign in with your current username and password and then click on the Account Manager link and
you should have the option to reset your password there. If you cannot access this website for
some reason, please call our 24-hour Technical Support on 800-247-7285, so that we may assist
you over the telephone, or go to www.qwest.com/internethelp and use the Chat link in the upper
right corner to chat online with one of our representatives. We apologize for any inconvenience
this may cause.
For DSL/HSI modems, please refer to http://www.qwest.com/internethelp/modems/ in our Questions and Answers section for help on wireless and many of
the other features of the modems. If you cannot find the answer you are seeking there, please describe for us the
issue that you are having below and we would be happy to help you. Please also answer these questions for us:
What, if any, error messages are you seeing when you try to turn on the wireless?
Which modem are you using?
Is the wireless light on or off?
For DSL/HSI modems, please refer to http://www.qwest.com/internethelp/modems/ in our Questions and Answers section for help on wireless and
many of the other features of the modems. If you cannot find the answer you are seeking there, please describe
for us the issue that you are having below and we would be happy to help you. Please also answer these questions
for us:
Have you setup a WEP key of the proper length and characters in both the modem and computer adapter settings?
Can you see that the network shows as secured when attempting to connect to it?
Are you using your OS settings to work with the wireless connection or third party software provided by your wireless adapter's manufacturer?
What, if any, error messages did you receive when you connected/tried to install the adaptor?
Can you see any wireless networks, secured or unsecured with the adapter?
What happens when you try to connect to a network with the 2Wire adaptor?
What operating system do you have on your computer e.g. Windows XP, Mac OS 8, etc.?
What Operating Systems (OS) do you have on the computer you are connecting to the network?
How many computers do you already have connected to the network and what are their OSs?
What lights do you have on the modem and what are they doing (out, lit solid, blinking)?
What operating system are you trying to share from and to?
Has File and Printer sharing been enabled on all computers involved?
Are all computers able to connect to the internet thru their connections?
Have you setup a system password on your modem?
What application are you trying to block or unblock?
What is your intended purpose in changing the firewall settings?
What port does your program or application use to connect out on your internet connection?
Have you setup a system password on your modem?
What types of activity do you want to block?
Do you want to block activities for just a certain part of the day, and if so, when?
How many people/groups do you need to block?
Are there particular websites that you want to block?
What port settings are you using for Remote Access?
Have you setup your remote access domain, and if so what is it?
Have you setup a system password on your modem?
Have you tried running through the Qwest Quicknetworking CD that came with your 2Wire modem, and what was the results?
What, if any, error messages did you receive when you connected/tried to install the adaptor?
Can you see any wireless networks, secured or unsecured with the adapter?
What happens when you try to connect to a network with the 2Wire adaptor?
What operating system do you have on your computer e.g. Windows XP, Windows Vista, or Windows 2000?
Please give us your description of the issue:
In order to change your DSL speed, ISP (MSN/Live.com, etc) please contact our business
office at 1-800-244-1111 for residential customers or 1-800-603-6000 for small business
customers, or you can go to this link for residential customers or this link for small
business customers to order these changes to your account thru www.qwest.com.
In order to change your Qwest.net Package, please contact our business office at 1-800-244-1111
for residential customers or 1-800-603-6000 for small business customers, or you can go to this
link for residential customers or this link for small business customers to order these changes
to your account thru www.qwest.com.
Please describe the problem you are having with as much detail as possible.
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