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Tech Support Home
If you don't find the answer to your question here, send E-mail to
help@mm.com or call (651) 681-8018
(9am-5pm M-F). If you need to call
outside our regular business hours, please leave a message.
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- Follow Qwest's instructions for setting up your modem or router.
- Follow Qwest's instructions for setting up your DSL connection. Or, open up
your Web browser and go to the modem interface (usually http://192.168.01), proceed
to Setup/Configuration, Basic Setup or Quick Setup and configure from there.
- To complete the set up, you'll need some information from us, and we
may need some information from you.
Protocol: Unless told otherwise, it's PPP (not Bridging);
specifically, PPPoA
Addressing: Unless told otherwise, it's Dynamic (not Static)
*ISP Username/PPP Username: Customer's 3-8 character username,
typed in lower
case with @mm.com appended to it.
Example: userx@mm.com
*ISP Password/PPP Password: Customers 6-8 character password, typed
in lower
case
- *If you're a new customer, please call us
(651-681-8018) to let us know what
username and e-mail address/es you would like. Customers get to choose
their username and any e-mail addresses; we don't assign them. This is
why we can't send out a welcome letter that contains a username and
password -- customers get to choose their username. We
will set up your account and give you any passwords and the ISP
information.
- *If you're an existing customer and are
converting your existing dial-up
or mailbox to DSL, you already have the username and password.
However,
if you need to verify either one, please don't hesitate to contact us.
- *If you're an existing customer and are adding DSL
with a
different
username, please contact us and let us know what you would like for
that
different username. We will give you the password.
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DSL Troubleshooting Information
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- Has your DSL suddenly stopped, slowed down or says it
can't connect to the server?
- Close out of all applications.
- Power cycle your DSL modem/router if it's an external one.
(To power cycle if there is no on/off switch or button (and there
usually isn't), remove the power cord from the back of the modem/router,
not from the back of your computer, leave it out for one to two minutes
(60-120 seconds), then plug it back in.)
- Power cycle all other hardware connected to your DSL network at the same
time you power cycle your DSL modem:
e.g., any gateway, additional routers, hub, base for your wireless, etc.
(Again, to power cycle if there's no on/off switch or button, remove the
power cord from the back of the unit, not from the back of your
computer, leave it out for one to two minutes (60-120 seconds), then plug it back in.)
- As soon as you plug your modem/router back in, restart your computer.
(You want your modem/router to power cycled before your computer is finished rebooting. Your
computer will need some information from your modem generates when it's power
cycled. Rebooting your computer forces your computer to accept this new information form your modem.)
- Once your computer has restarted and your modem/router finished power
cycling, please note if the lights on your modem/router or computer
indicate the correct status.
- If the lights are wrong, note which lights are incorrect. Please
note which lights are on and off, what color the lights are, if they are
steady or flashing, and if they are flashing fast, slow or
intermittently. Depending on which lights are wrong, you'll either need
to fix something in your modem or computer, or contact Qwest or us to
resolve the problem. Causes can range from not waiting long enough
after a power cycle and reboot, to a lost or incorrect username and
password in your modem settings, to needing a new modem, to a DSL
outage. If you need to contact Qwest, call our office first and we'll
be glad to get into a 3-way conversation.
- If the lights are correct, try again.
- If it still can't Web browse or get your e-mail, what you do next
depends on what happens or doesn't happen and what type of modem you have.
- Open up your Web browser (Firefox,
Netscape,
Opera, Internet Explorer, etc.), and type in the URL http://204.73.34.14
then click the Return or Enter key on your keyboard. (Do
NOT click the Go button.) If it brings up our home
page, check that your TCP/IP settings are correct according to
the instructions below. If it does not bring up our
home page, proceed to
Step 11.
- To check that your network and TCP/IP settings
are correct.
If you have a Mac with OS X:
- Go into System Preferences (the icon looks like a light
switch with an Apple next to it)
- Click Networking.
- Next to Show, make sure it displays the settings for
your type of connection (either Built-in Ethernet or AirPort).
- With the TCP/IP tab in the front, both bridging and PPP
customers will have "Using DHCP" next to Configure.
- For IP address:, if you have dynamic addressing, it should
say (Provided by DHCP Server).
- For DNS Servers:, enter 204.73.34.1 on the top line and
204.73.34.12 underneath it.
- For Search Domains:, enter mm.com
- Click Apply Now.
If you have a PC with Windows XP:
- Pull up Start, select Control Panel, then
Network Connections.
- Under Network Bridge, find the icon for your type of
connection (either ethernet or wireless). Right click once
on that icon, slide down into Properties, then left click
once.
- With the General tab in the front, under "This connection
uses the following items:", find Internet Protocol (TCP/IP).
Click once on it, then click Properties.
- Under General:
If you have dynamic addressing, make
sure there is a dot next to "Obtain an IP address automatically"
and "Obtain DNS server address automatically".
If you have Static addressing, make sure the IP
Address,
Subnet and Default Gateway values are entered correctly.
Also make sure "Use the following DNS server addresses" contains
204.73.34.1 for Preferred and 204.73.34.12 for Alternate.
- Click OK.
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If you have an Actiontec DSL modem: Make sure your modem
settings are still
in
place. To do that, open up your Web browser (Firefox, Netscape, Opera,
Internet Explorer, etc.), and type in the URL http://192.168.0.1 (this
is normally the URL; however, your network may be
configured differently so the URL may end in .2, .3, .4, etc.) then
click the Return or Enter key on your keyboard. (Do
not click the Go button.)
Click Setup /
Configuration or Quick Setup.
Often, the problem is simply the username and/or
password fields are blank. (Please make sure your wireless encryption
(WEP) is enabled and secure if you use wireless, as this can sometimes be
the cause of the username and/or password fields becoming blank. Check
the instructions that came with your wireless unit on how to do this.)
To check that the username and password are still in place, click Basic
Configuration, click the Begin Basic Configuration button, then
click Next. If the username and/or password are blank, fill the
field/s in. Also, make sure there is a dot next to No under Are
you an MSN user?; and make sure PPPoA is selected. Click
Next, then click Save and Restart.
To determine if your wireless settings are still in place in your
Actiontec DSL modem, go back into the
Actiontec Web interface by opening up your Web browser (Firefox,
Netscape, Opera, Internet Explorer, etc.), and typing in the URL
http://192.168.0.1 (this is normally the URL; however, your network may be
configured differently so the URL may end in .2, .3, .4, etc.) then click
the Return or Enter key on
your keyboard. (Do not click the Go button.) If the
wireless settings are not in place, the Actiontec Main Menu page
will not display. If it won't, please contact us and we can get in a 3-way
call with Qwest.
If everything was correct on this screen but it still won't connect, try
clicking Status. Under WAN is Connection. Next to
Connection is the modem's connection status. To the right of that
are two buttons, Connect and Disconnect. If the status is
Disconnected, try clicking the Connect button to see if your
modem connects.
If it still doesn't work, please contact
us (651-681-8018). If there's a problem with your DSL connection or your
modem, we can contact the phone company with a 3-way phone call to help
troubleshoot.
All modems/routers: If you have a wireless connection, make
sure the settings for your wireless unit are still in place (and make
absolutely sure your wireless unit is properly secured, as this can
sometimes be the cause of the username and/or password fields becoming
blank and, even more importantly, you don't want uninvited visitors taking
advantage of your connection). How your wireless connection is configured
(and how it's properly secured) is determined by the instructions that
came with your wireless unit and whomever set up your wireless network.
What your WEP encryption code is set to was determined by you. Please
make sure to know what your WEP code is.
If you have networked computers:
If your computers are networked, and your lights and other settings
are correct, please make sure that your network is
communicating properly with your DSL connection. To verify this, take
your network out of the picture and have only one computer try accessing
the DSL directly. To do this:
If you use an ethernet cable:
- Unplug the ethernet
cable from the back of the HUB or switch and plug that end into the
ethernet port of the one computer. (Do NOT unplug the ethernet
cable from the modem; leave that in place.)
If you are wireless:
- Find an ethernet cable and connect one end to the ethernet port
of
the DSL modem and the other end into the ethernet port on the one
computer.
If you can Web browse and get mail that way, you know your DSL is fine and
your network is causing the difficulty. The best person to contact in
this case is your network administartor.
If
you still can't connect to the Internet, please
contact us (651-681-8018).
- If all of the above are correct and it still doesn't work, please
contact us (651-681-8018).
If
there's a problem with your DSL connection or your modem, we can contact
the phone company
with a 3-way phone call to help troubleshoot.
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