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Qwest Migration - Technical Support FAQ

I clicked on Purchase Now to sign up for a MSN Subscription and see a message to contact Customer Service to complete sign up. What should I do?

If you receive an error when using the upgrade option from within the MSN Explorer software, please call 1-866-205-6768 for assistance.

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I am already an MSN subscriber and would like to get technical support via phone. What number should I call?

Support options are available at https://support.msn.com. You can also use our latest customer support tool, an online community where you will find Microsoft Certified Solutions, or post your own questions http://answers.msn.com.

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I called MSN support and purchased a subscription, I was referred to this link, but I am not sure what I should do next.

We need to ensure you are upgraded to a version of MSN Explorer that does not have Qwest branding.

  1. Clear your Qwest account information from your system: Start MSN Explorer.
  2. On the Welcome screen, click your name, but do not sign in.
  3. Press the CTRL+SHIFT+F11 keys at the same time.
  4. Click Remove Accounts and click Yes to confirm.
  5. Once the above steps have been completed, click here for steps to uninstall the MSN Explorer software from your machine.
  6. Once you have successfully un-installed the software, click here for steps to install the latest version of the MSN Explorer software.

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I signed up for a new MSN Premium subscription, but I still see the Qwest logo on the MSN Explorer software. How can I remove it?

Once you have completed upgrading your subscription online, we need to ensure you are upgraded to a version of MSN Explorer that does not have Qwest branding.

  1. Clear your Qwest account information from your system: Start MSN Explorer.
  2. On the Welcome screen, click your name, but do not sign in.
  3. Press the CTRL+SHIFT+F11 keys at the same time.
  4. Click Remove Accounts and click Yes to confirm.
  5. Once the above steps have been completed, click here for steps to uninstall the MSN Explorer software from your machine.
  6. Once you have successfully un-installed the software, click here for steps to install the latest version of the MSN Explorer software.

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The MSN Explorer software closes with an error when I try to sign in. Why is this happening and what should I do?

Once you have upgraded your subscription, the MSN Explorer software receives an automatic update to ensure you have the latest version installed. If the automatic update was unsuccessful, the software may crash when you sign in. The easiest way to fix this issue is to uninstall and reinstall the software.

  1. Clear your Qwest account information from your system: Start MSN Explorer.
  2. On the Welcome screen, click your name, but do not sign in.
  3. Press the CTRL+SHIFT+F11 keys at the same time.
  4. Click Remove Accounts and click Yes to confirm.
  5. Once the above steps have been completed, click here for steps to uninstall the MSN Explorer software from your machine.
  6. Once you have successfully un-installed the software, click here for steps to install the latest version of the MSN Explorer software.

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Where can I get more information about why I am being asked to purchase a subscription, and see my available options?

Visit http://membercenter.msn.com/qwestfaq.aspx

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How do I add an additional account to my MSN Explorer?

Can add any @msn.com, @hotmail.com or @live.com as an additional account (also known as a “secondary” account). If the account you are trying to add is already associated with another MSN Explorer subscription, you will not be able to add it to this subscription.

  1. Sign in to MSN Explorer using your primary email account.
  2. Click Help & Settings menu, then click Accounts & Billing.
  3. Click Add member accounts.
  4. If you want to use an existing MSN or Hotmail email address for the new account, select Type an existing MSN or Hotmail e-mail address, enter the e-mail name and password, and click Continue.
  5. If you want to create a new email address for the new account, select Create an MSN.com e-mail address for the new member, and click Continue. Follow the instructions to create your new account.
  6. Type your name in the box and click Accept. If the account is for a child under the age of 13, you will be required to provide parental consent before clicking Accept. On the next screen, click Close to return to the main menu.

Note: The account you just added will be visible on the MSN Client Software when you sign-in the next time.

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How do I remove a secondary account from my MSN Explorer?

  1. Sign in to MSN Explorer using your primary email account.
  2. Click Help & Settings menu, then click Accounts & Billing.
  3. Click Remove member accounts.
  4. Click the Remove link next to the account that you want to remove.
  5. Click Save Changes, then click OK to finish. Click Done to go back to the main menu.

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How do I create a new secondary account using Member Center?

  1. Go to https://membercenter.msn.com/Default.aspx.
  2. Sign in to MSN Explorer using your primary email account.
  3. Click on Manage Users from the options available on the left side of the page.
  4. Under Add a new member, click Add a member.
  5. Fill out the information requested on this page and click Next.
  6. Review and sign the agreement and then click Accept.
  7. You have now successfully created a new secondary account.

Note: To open another email address under your primary email account, repeat the steps mentioned above.
The account you just created will be visible on the MSN Client Software when you sign-in the next time.

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How to add a @q.com email address using the POP3 feature from within the MSN Explorer software?

Note that when using POP3 settings only the inbox is available and the sub folders are unavailable.

  1. Sign in to MSN using your primary email account.
  2. Click on Help and Settings, click Settings.
  3. Click Set up POP3 email accounts, click Add Account.
  4. On Setup your POP3 email account page:

    Under user information
    • Account name - type a name for this account (Example: My Qwest acct)
    • Your name - type your full name here
    • Email address - enter the @q.com email address here

    Under Sign-in information
    • User name - Re-enter the @q.com email address here
    • Password – type in the password for your @q.com email address here (case sensitive).
    Note: Check the remember password checkbox to save your password on the software.

    Under Server information
    • Incoming mail server (POP3): mail.q.com
    • Outgoing mail server (SMTP): smtp.q.com
  5. Click Advanced Settings option available at the bottom:

    Under Incoming mail server ensure
    • port number is 110

    Under Outgoing mail server ensure
    • port number is 587

    Under Leave on Server ensure
    • Leave a copy of messages on the server checkbox is checked

    Under Outgoing server (SMTP) ensure
    • Outgoing Server (SMTP) requires authentication checkbox is checked
    • Use same settings as my incoming mail server is selected
  6. Click Save changes, to return to the previous page.
  7. Click Save changes again, you will now see the email address listed under POP3 accounts added to your MSN Explorer software.

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