Choice OnLine
This page contains answers to common questions handled by our support staff, along with some tips and tricks that we have found useful and presented here as questions.
Note: In these answers we will follow a few shorthand conventions for describing user-interface procedures. Key combinations will be presented like this: Ctrl+Alt+Delete, which means that you should press and hold down the Control key, the Alt key, and the Delete key at the same time. Menu selections will be presented like this: File->Open, which means that you should open the File menu, and then make the Open selection.
Installation
What installation services are provided?
Qwest Choice OnLineTM provides professional installation services for every customer. The technicians will wire the high-speed data line to where it needs to connect with your equipment. If a network interface card (NIC) is needed, then we will install one in your computer system. We will use your existing browser software on your computer systems and provide a short tutorial on Qwest Choice OnLine Services.
How long will it take to install the Choice OnLine service?
Installation times vary depending on the location of your computer system and the status of the telephone wiring in your home. Two visits are usually required. First, a technician will be coming to your home to connect the VDSL service to your home and install the necessary wiring. After this, a computer technician will be visiting your home to install your NIC card and configure your system.
What will be added to my computer during installation?
Installation of the Choice OnLine service may require any of the following, if not already existing on each computer: Ethernet card (NIC) or software drivers for the Ethernet card.
Is the network card, and/or hub, mine to keep?
Ethernet card(s), or Network card(s), installed during the Choice OnLine installation becomes the customers' property, and are not required to be returned. Hubs installed for the Choice OnLine service remain the property of Qwest. Upon disconnection of the Choice OnLine service, Qwest will require return of hub(s).
What type of Ethernet card will be installed in my computer?
We use various high-quality Ethernet cards in your computer. The specific card depends on the precise configuration needs of your computer.
Can I use my own Ethernet card?
If you have a NIC (Ethernet card) and it is approved to work with our network (approval is performed by our installer) you may use the card and will receive a $20.00 discount on your Installation cost.
Can I use a token-ring card?
No.
Can I install the service myself?
A self-installation option is currently not supported for the Choice OnLine service.
Which browsers are supported?
Any browser software may be used with Choice OnLine Service, however, the support staff will not troubleshoot browser issues.
What about laptops?
Windows/PC laptop computers must have a PCMCIA card slot available, or must have an available Ethernet port with drivers installed. Macintosh laptop computers must have a built-in AAUI Ethernet Interface. There is an additional charge if an Ethernet card must be provided for a laptop computer during installation.
Can I use a computer other than a Windows or Mac-based machine for the service?
Yes. Other operating systems and hardware options may work — however, only the approved operating systems (Windows 98SE, NT, 2000, WMe, XP, and Macintosh System 8.0 and greater) are supported by Choice OnLine technical support and installation. We cannot provide assistance in enabling non-approved operating systems to use the service.
Will the service interfere with my existing home network?
The Choice OnLine service requires specific protocol settings that may
interfere with an existing home network using TCP/IP or proxy services. If this is the case, try using other protocols, such as IPX/SPX or NETBEUI, to accomplish the same.
Back to Top
Dial-up Services
Can I still use America Online (AOL)?
Yes, you can still use AOL; however, this is not supported by the Choice OnLine service and you will have to refer to AOL for any technical support. Choice OnLine will be providing the high speed Internet connection, so your viewing of websites, including AOL, will be much quicker than using a modem. See AOL’s website and their Bring Your Own Access (BYOA) rate plan.
What about AOL 5.0?
America Online 5.0 software has been known to create a symptom when using browsers other than AOL, which presents the error message: "This page cannot be displayed". The installation of AOL 5.0 appears to modify settings that are used by the Choice OnLine service. This modification will not allow any additional changes to take place.
We believe that America Online is aware of the problem and is currently in the process of resolving this issue. A technical description of the symptoms and recommended fix, which our technicians have used successfully to get around this problem, is described in knowledgebase article Q238550 at the Microsoft support web site. Note that this fix involves editing the operating system registry, which could cause an unrecoverable failure if not executed correctly. We recommend that the steps outlined in the article only be followed by or under the guidance of a professional personal computer technician.
What about other dial-up services?
All existing dial-up services can be used anytime. When any of these services are used, the Choice OnLine service becomes temporarily inactive during the duration of the active dial-up service. If you need ongoing dial-up access for the computer being used for Choice OnLine service, ask your installation technician for details on configuring your software.
Is there a cost to keep my current ISP?
Yes, you will be separately billed for the ISP’s services, which are completely independent from your Choice OnLine service charges.
Will I still be able to use my modem?
Yes, you should still be able to use the modem if it's still connected to an active phone jack. The Choice OnLine service should pose no conflicts because it uses a separate dedicated line.
How do I use the dial-up service when I'm away from home?
The Choice OnLine Dial-Away service is available within a 14 state region. Long distance charges may apply for users who access their service from outside of the local calling area. Once a local number has been obtained, use your current primary username and password to log in. For detailed instructions see the HOW TO Section.
In which states can I use this dial-away service?
Qwest offers this service in the following states: Arizona, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, and Wyoming.
Back to Top
E-mail
Can I change my primary e-mail name?
Yes. The primary username, or e-mail name, can be changed by calling (303) 383-9400 in Denver or (602) 266-1700 in Phoenix. The representative will ask you for your current e-mail name along with the name you wish to change it to. Note: When you change a username, Netscape will need to be reconfigured to collect e-mail for this new change. See the HOW TO "E-mail" section
Can I change my primary e-mail password?
Yes. The primary password can be changed at anytime using the MY ACCOUNT section on of the subscriber website. Note: Old password will stay in affect until updated by the new password. Please allow up to 30 minutes for this process to take affect.
For more information, see the HOW TO "E-mail" section.
Can I change the username or password at any time, for any of my sub account e-mails?
Any e-mail account that is a sub account can be changed at anytime. These changes can include usernames, names, and/or passwords. To make these types of changes go to the MY ACCOUNT section of the subscriber website (Denver, Phoenix).
I forgot my password, how can I resolve this?
If you have forgotten your password, call Choice OnLine at (303) 383-9400 in Denver or (602) 266-1700 in Phoenix and ask to have this e-mail password changed. Note: Please allow up to 30 minutes after the password change has been made for the new password to take affect.
How can I check my e-mail when I'm not at home?
If you are traveling with a laptop that has the Choice OnLine service installed, see the instructions for "Dial-Away" service in the HOW TO section. Otherwise, as long as you have Internet access from the location you wish to collect your e-mail, you can configure the software to access your e-mail. Use the following e-mail configurations to setup the local e-mail program:
For Colorado:
Incoming POP3 server: mail.dnvr.qwest.net
Outgoing server: Server of the Internet Service Provider you are connected with.
Note: You will also need the username and password for the e-mail account you wish to collect.
For Arizona:
Incoming POP3 server: mail.phnx.qwest.net
Outgoing server: Server of the Internet Service Provider you are connected with.
Note: You will also need the username and password for the e-mail account you wish to collect.
Is this e-mail service POP3 or IMAP4?
It is POP3.
Can I use a different e-mail browser?
Yes. Any POP3 compliant e-mail browser will work effectively.
Can I use Internet Explorer and Outlook Express?
Feel free to use any program you prefer with Choice OnLine.
How much e-mail space do I have?
Please read the following, Acceptable Use: Resource Usage
In providing access to Qwest's Services or to the Internet, Qwest provides resources, including but not limited to bandwidth and disk space, that are used on a shared basis by many subscribers. Because the resources are limited, it is not appropriate for any subscriber to exceed their usage of these resources. If the excessive use by an account is such that it potentially impacts Qwest's ability to provide services or that network resources need to be protected, the account can be terminated immediately.
To facilitate the use of shared network resources, Qwest has resource limits for the use of the e-mail services. Qwest shall not be liable to you or parties interacting with you for any damages resulting from the actions Qwest takes to enforce the following provisions:
- Total mailbox storage is limited to fifteen megabytes per mailbox. When a mailbox reaches a soft limit of ten megabytes of storage, a warning will be delivered to the user indicating that fifteen megabytes of storage is the limit before messages are not delivered and returned to the sender. When the mailbox reaches the fifteen megabytes of storage limit, mail will be returned to the sender with a message indicating that the receiver's mailbox is full.
- The maximum size of an e-mail message is ten megabytes, either for inbound or outbound messages. Messages that exceed ten megabytes will not be delivered, and the user will receive a notification message informing them that the message was too large.
Back to Top
Browser
What Internet Browser software is supported by the Choice OnLine Service?
Choice OnLine should work with any Internet Browser. However, Choice OnLine will not troubleshoot any Browser issue.
Back to Top
Services
What are the basic features of both the Classic and Select Choice OnLine Services?
If you are using software such as efax.com that sends a fax through email, yes, otherwise, no. Faxing requires a regular phone line and fax/modem which the Choice OnLine service does not use. If you wish to fax using existing fax software, a modem and phone line will be required.
Our Dial-Away Roaming service allows for up to 10 hours per month of dial-up access to any of the Qwest.net locations throughout our 14-state region.
The Choice OnLine service is a direct connection to the Internet. If the remote destination (work) is accessible from the Internet then you should have no problems connecting. However, if your company requires access by a direct dial-up connection then a modem will be required to connect to the company. If you are unsure which access is supported, check with your company’s IT department.
File and print sharing can be setup on multiple installs, however it is not supported by Choice OnLine. If this is done, for security issues it is not recommended to use TCP/IP as the networking protocol.
If you require the use of faxing or dialing into a remote location (such as work or a bank) then you may still want a second line for these uses. These functions require a regular phone line which the Choice OnLine service does not provide. However, if your dial-up access needs aren’t too frequent you can use your regular phone line, and not pay for a second line.
Currently, only imbedded HTML scripts will work. You will not be able to use Telnet or FTP to develop or place individual scripts and programs. Access for updating pages is currently available via Netscape Composer or another HTTP program.
SELECT customers may use the Domain Name Registration tool (see the HOW TO section) to register your domain name. There is a fee for registering a domain name and a yearly fee to keep the name registered. It may take a couple of weeks before your registration is confirmed.
SELECT customers may use the Vanity Domain mapping service to take existing domain names or create new ones and map them to your e-mail addresses and Web page space (i.e. yourusername@yourdomain.com instead of yourusername@qwest.net and www.yourdomain.com instead of http://www.users.qwest.net/~username).
Instructions for using the Vanity Domain mapping service are available to SELECT customers on the subscriber website under the MY ACCOUNT tab (Denver, Phoenix).
Multi-player gaming is possible with the use of the hub. Refer to each game for specific required network settings as needed.
Virtual Private Networking (VPN) can mean many different meanings. Some third party VPNs will function while others may not. Please e-mail us at choice@qwest.com so that we can check and let you know if we can support your VPN need.
While you can use Internet optimization software to maximize speeds using a dial-up service, these may affect optimal performance for the Choice OnLine service. It is not recommended that these types of software be used in conjunction with Choice OnLine
No. This is a consumer-oriented service. To ensure we provide you with the best service at reasonable prices, we cannot support server and site hosting. Our Acceptable Use Policy outlines this issue.
If you are interested in hosting services, Qwest provides excellent small business packages. Please call toll-free 1-800-DATA-USW.
Yes. SELECT customers may have up to four computers connected simultaneously. However, CLASSIC customers may only have one computer connected to the network at a time.
Yes, with Choice OnLine you can surf the Net and simultaneously make phone calls or watch TV. To use a fax machine or dial-up modem while surfing the Net, you must have a normal phone line available. Your computer will not allow you to use our Choice OnLine service and dial-up to another Internet service simultaneously.
No. However, you can still subscribe independently to WebTV. WebTV is delivered via your television and voice phone line.
We believe that the Choice OnLine service is significantly safer in terms of its architectural design than cable modem services. Cable modems often use a "party line" set up where everyone can "listen in" to your traffic. Choice OnLine uses only dedicated, private circuits.
Choice OnLine has security measures similar to dial-up ISPs such as AOL and Earthlink and uses firewall routers for added protection. Choice OnLine recommends that you add a firewall for your added protection.
Not by design. However, you can allow access to your computer as you desire. The Internet does allow people to access your computer, but you decide what level of access to give them. Generally, defaults are set to deny most access.
If adding or upgrading to another computer, call us at (303) 383-9400 in Denver or (602) 266-1700 in Phoenix for arrangements to have this new computer setup for the Choice OnLine service.
Choice OnLine is available in two different service packages, Classic and Select. At anytime these services can be changed from one to another. Change of service is immediate. To have this change made call Choice OnLine at (303) 383-9400 in Denver or (602) 266-1700 in Phoenix.
Adding additional computers to the Choice OnLine service can be arranged by calling (303) 383-9400 in Denver or (602) 266-1700 in Phoenix.
Not at this time. We offer dynamic, globally registered IP addresses. However, customers will soon be able to lease Static IP space from us.
Depending on which service package you choose, you can surf the Internet at speeds ranging from 256 Kbps to 1.5 Mbps (1544 Kbps). This means your computer can send and receive from 800% to over 5,000% faster than old-style 28.8 Kbps modems depending on the service you purchased and capabilities of your PC. Downloading information and surfing the Web is now as easy as making a telephone call and as fast as changing channels on your TV.
It depends on the service you purchased. If you are using Choice OnLine Classic, it is 256 kbps symmetrical. If you are using Choice OnLine Select the speed is 1.0 Mbps upstream and 1.5 Mbps downstream.
No. You have a dedicated, secure connection to the Qwest Network from your PC. However, all Internet traffic gets shared at one point, and Qwest cannot be responsible for Internet performance.
No. You have a dedicated, private, "always-on" connection to the Internet.
Dedicated access means having your own network connection to our central network point. Of course, the Internet is still a shared medium and the speed of a particular Web site is dependent on the speed of that Web site’s connection.
In technical jargon, we use multi-homed point-to-point redundant (OC-3) 155 megabit-per-second connections (Arizona only). Colorado uses T3 45 Mbps connections. In non-tech talk, it’s extremely fast.
We will soon offer some of these services. However, the CLASSIC and SELECT packages are primarily designed for residential and home office use. For other business-related services, please contact our small and large business data-networking team, !nterprise Networking, toll-free at 1-800-603-6000.
This depends on how your company’s network is provisioned. Each network is different, and we suggest that you discuss your needs with your company’s network administrator or IT department.
The Choice OnLine service currently provides dynamically registered IP addresses. That means it may be difficult to reach your home computer at the same "address" since the address may change from day to day.
Broadband is high-speed (128kbps or more) connection to the Internet. Leading technologies in the United States are digital subscriber line (DSL) provided over phone lines; cable modems, provided over two-way cable wires; and wireless, provided via a variety of technologies.
DSL stands for digital subscriber line. It’s a way of sending millions of bits of data information per second across copper wires directly into your home. DSL services can give customers the ability to gain network speeds comparable to T1 and Frame Relay, but at a far reduced price. Compared to other currently available technologies, DSL offers the highest transmission reliability, the fastest speeds and interactive capabilities for the least investment.
The "x" stands for any of a number of letters describing different versions of DSL technologies, including HDSL, RADSL, ADSL and the VDSL (very high-speed DSL) that we use to deliver Choice OnLine
To qualify for the VDSL (very high-speed DSL) acronym, a modem must transmit more than 10 Mbps, either symmetrically or asymmetrically. Generally, VDSL is asymmetric, and its operating range is limited by the length of copper wire used to reach your home. The Choice TV & OnLine service utilizes fiber optic cabling into the neighborhood. This shortens the length of copper wire used to reach your home. This enables data rates up to 18 Mbps which allow us to offer approximately 181 digital video channels and a high-speed online service.
Our service is designed for easy, problem-free use, but questions and problems occasionally arise. When this happens, we suggest you call the Customer Care Team locally at (303) 383-9400 in Denver or (602) 266-1700 in Phoenix, 24 hours a day, seven days a week.
The Qwest Customer Care Team will help you with any problem you may encounter. Call us between 7 a.m. and 6 p.m., and if it's a problem with the Qwest network, we will fix it within the same day. Call after 6 p.m., and we will have it corrected by 11 a.m. the next day.
If it is determined that Qwest is responsible for the problem and we are unable to resolve it within that time frame, you will receive a $20.00 credit on your next bill!
Remember that you can call the Customer Care Team at (303) 383-9400 in Denver or (602) 266-1700 in Phoenix, seven days a week, 24 hours a day.
