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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 unboxing/cabling your modem or router.
- Then, configure your modem. You don't need to use the CD-ROM supplied by Qwest.
Instead:
- Open up your Web browser (Firefox, Netscape, Opera,
Internet Explorer, etc.)
- In the Address or Location field near the top, 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.)
- Click the Return or Enter key on your keyboard. (Do
not click the Go button.)
- Proceed to Advanced Setup.
- Under WAN IP Addressing:
Item/Protocol Utilized by this ISP:
normally, the protocol is PPPoA (that's an A)
PPPoE won't work.
PPP Auto Connect: Normally it's checked.
Encapsulation: Normally it's RFC 1483 bridged. But, if your modem comes defaulted
to RFC 1483 routed and won't let you change it, leave it at RFC 1483 routed. It will change to the correct
setting once the setup is finished.
*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.
This ISP definitely requires a username and password, so leave this box UNchecked.
NOTE: A PPP username and password need to be entered for PPPoA customers. If your connection is bridged, you won't.
IP Type/Addressing: Usually it's Dynamic IP-DHCP.
VIP Mode: Normally left UNchecked.
DNS Type: Normally, it's Dynamic DNS Addresses.
ATM Encapsulation Type: Usually it's VC/MUX
Click Save/Apply.
- Now you need to make sure the VPI and VCI are set correctly.
Under Broadband/DSL Settings:
VPI: 0
VCI: 32
Click Save/Apply.
- *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.)
- At the same time, power cycle all other hardware connected to your DSL network:
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 two minutes (120 seconds), then plug it back in.)
- As soon as you plug your modem/router and other hardware back in, restart your computer/s.
(You want your modem/router to finish power cycling 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. If the Internet light is out, make sure the username and password are still set
in your modem, and that the protocol is still set to PPPoA. If the DSL light
is flashing or out, Qwest needs to be contacted.
Other 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 your modem defaulting to PPPoE instead of the correct PPPoA,
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.
Before calling, please check the following:
- Check that the settings in your modem are correct.
To do that, open up the modem interface by opening up your Web browser (Firefox, Netscape, Opera,
Internet Explorer, etc.). Don't worry if it says it can't reach the server; that's to be expected if your
computer isn't connected to the Internet. In the Address or Location field, type in:
http://192.168.0.1
then
click the Return or Enter key on your keyboard. (Do
not click the Go button.)
(192.168.0.1
is normally the URL; however, your network may be
configured differently so the URL may end in .2, .3, .4, etc.)
Click Setup /
Configuration, Basic Setup or Quick Setup.
Often, the problem is simply the username and/or
password fields are blank, or PPPoA is not selected. Make sure the username has @mm.com appended to
it, that both the username and password are in the correct case.
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.)
Also, please make sure PPPoA (PPPoA with
VC MUX on newer modems) is selected.
- Check the cabling, especially the ethernet cable, if you
use one. Pull the ethernet cable from the back of the modem and plug it back in to make sure
it's connected securely. Then, pull the ethernet cable from the back of the computer
and plug it back in to make sure it's connected securely.
- Check that filtering is correct. Please check that filters are installed on
all extension phones, fax lines, etc. that are also on the DSL phone number.
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 administrator.
If
you still can't connect to the Internet, please
contact us (651-681-8018).
- 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.
- Again, 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.
- 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
67.19.16.26 on the top line and
75.125.242.250 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
67.19.16.26 for Preferred and 75.125.242.250 for Alternate.
- Click OK.
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 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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