MINNESOTA MICRONET DSL Help 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.   Home   Technical Support   Services & Rates   Access Numbers   General Server Settings   Contact Us   SETUP GUIDES     -DSL     -Dial Up     -E-mail     -Web Browsers     -Website Publishing DSL Troubleshooting Info DSL HELP DSL Set Up Information Follow Qwest's instructions for setting up your modem or router. Follow Qwest's instructions for setting up your DSL connection. 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. DSL Troubleshooting Information 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 about 60 seconds, then plug it back in.) 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 about 60 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 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. 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. 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. Top Home > Support > DSL Help       Copyright © 1994-2008 by Minnesota MicroNet. All rights reserved.