1. A loose or disconnected cable will disrupt your service. Make sure all cables are securely connected, including the following:
   • The cable from your computer to the modem
   • The cable from your modem to your phone jack.
2. Confirm that the green cable from your modem to the wall jack is NOT connected to a phone filter. This filter will block your data from being transmitted or received over the Internet.
3. If you are running firewall software, be sure it allows the application you are using to access the Internet.
   • Refer to the help section of your firewall software to configure Internet access for your applications.
   • More information on firewalls.
4. Try “power-cycling” your modem.
   • Unplug the black power cord from the back of the modem.
   • Wait 15 seconds and then plug it back in.
   • The Internet light on the front of the modem will be blinking as it initializes, and then becomes a steady light. This could take several minutes.
   • Wait for the steady light before you try to access the Internet.
5. Reboot your computer.
   • Click on Start.
   • Select Shut Down and then select Restart.
   • Once your computer restarts, try to access the Internet.
6. Confirm your computer is free of viruses and spyware.
   • If any viruses or Spyware are found, follow the instructions to clean your computer.
   • You may need to reboot your computer before you try to access the Internet again.

What factors affect my high-speed internet service connection speed?
Qwest configures our network so that your line can achieve the maximum speed available. Due to the factors listed below, not all lines can support the full available speed. The actual throughput and connection speed of your service depend on a number of factors such as:

• Internet traffic and congestion or bandwidth.
• The distance of your home from a Qwest central office.
• Viruses or Spyware.
• The server speed of the Web sites you connect to.
• Traffic and congestion on your home network or corporate LAN.
• Windows PC settings – more information is available regarding TCP and receive window settings that may be limiting your high-speed internet service throughput.

More information on connection problems is available on this page. You may also be interested in QuickCare™, a free self-help tool that can help you troubleshoot and repair your Qwest^® High-Speed Internet service.

Why does my modem lock up or disconnect periodically?
There are several reasons a modem can appear to lock up or frequently disconnect.

• Power spikes – Faulty power strips can cause inconsistent power resulting in frequent disconnects and modem restarts.
• Port scanning – Network monitoring programs that perform port scanning can cause the modem to lock up.
• Viruses or worms – A virus or worm on your computer or network can cause the modem to lock up or frequently restart.

To get your modem back online, follow these steps:

• Unplug the black power cord from the back of the modem.
• Wait 15 seconds and then plug it back in.
• The Internet light on the front of the modem will be blinking as it initializes, and then becomes a steady light. This could take several minutes.
• Wait for the steady light. Then try to access the Internet.

How can I optimize my modem's performance?
Steps you can take to optimize the performance of your modem include:

• Run antivirus software on a regular basis to remove any viruses or spyware.

QWEST.NET™ PASSWORDS

Qwest.net Password Guidelines
Create your password using a combination of upper and lower case characters, numbers and/or punctuation (e.g., !@%^&*.-_=+).

Password Rules
Passwords must be six to eight characters long, can’t contain your username and can’t have the same character (or series of characters) repeated three or more times.

How do I change my Qwest.net password?

1. Use your existing user name and password to log in to the Qwest.net Account Manager.
2. After logging in, select the account you wish to change the password for (if more than one exists).
3. Select the Change Password button.
4. Enter your new password twice. Then select the Submit Password Change button.