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Qwest Transition FAQ

General FAQs
Customers with ONLY @q.com email addresses
Customers with ONLY @msn.com, @hotmail.com, or @live.com email addresses
Customers with a COMBINATION of @q.com, @msn.com, @hotmail.com, or @live.com email addresses
General FAQs

Why did I receive an email from MSN about changes to my MSN Premium powered by Qwest service?

For several years, Microsoft and Qwest have worked together to provide “Qwest DSL powered by MSN Premium” services. Qwest has chosen to stop providing MSN Premium with your High Speed Internet package. MSN sent you an email to make sure that you were aware of this change by Qwest and to extend to you a special offer to continue using your MSN Premium software. Once the Qwest and Microsoft partnership ends, the MSN Premium software that was provided for you by Qwest as part of your “Qwest High-Speed Internet” service will no longer be accessible unless you sign-up for a new offer from MSN.

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Does this impact the way I connect to the internet?

No. Your Qwest High-Speed Internet connection is not impacted by this change.

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I currently use http://www.qwest.live.com, http://qwest.msn.com, or http://qwest.my.msn.com as my homepage or to check my email. Will these changes impact my homepage?

Yes. After June 30th, 2011, http://www.qwest.live.com, http://qwest.msn.com, and http://qwest.my.msn.com will be discontinued. You can choose a new homepage such as msn.com, myqwest.com, or another website of your choosing.

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Who should I call if I need technical support for my MSN Premium software during the transition period?

You should call MSN Technical Support if you have any questions regarding your MSN Premium software. MSN Technical Support is available 24 hours a day and 7 days a week at 1-866-344-6864.

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Is there a video I can watch that summarizes the changes that are taking place?

Yes. You can view an overview video here.

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Customers with ONLY @q.com email addresses

I have an email address that ends with @q.com. How does this affect me?

If you have any (primary or secondary) email accounts that end in @q.com you will no longer be able to use the MSN Premium software with that email address beginning June 30, 2011. You can maintain your MSN Premium experience by purchasing a retail subscription of MSN Premium directly from Microsoft. If you choose not to purchase MSN Premium, you can simply go to http://www.myqwest.com and begin accessing the following services with your Qwest account:

  • Email - Inbox with search function: keep and find everything, all folders* and mail that you have previously saved and accessed via MSN Premium software or on the web at Hotmail.com. (*) Does not include locally stored email or folders.
  • Calendar - Makes sharing calendars and schedules with family, friends or colleagues easy.
  • Portal – New Qwest portal has news and information along with access to Qwest services.
  • Settings – Your email and account settings.
  • Contacts – Your email contact list that you created with the MSN Client and stored on MSN Hotmail.
  • Blocked and Safe List – Your list that you had stored at MSN Hotmail previously.
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I want to keep my MSN Premium software. What do I need to do?

If you are currently using MSN Premium with any @q.com email (whether that @q.com email address is your primary or secondary account) and you want to maintain your MSN Premium experience, please call 1-866-205-6768 where a customer service representative will walk you through the process. This will require you to create a new email address in the @msn.com, @hotmail.com or @live.com domains.

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I want to keep my @q.com email address and use Qwest’s new service myqwest.com rather than keeping my MSN Premium software. What do I need to do?

If you no longer want to continue using MSN Premium, you will need to go to http://www.qwest.com/qwestinfo/myqwestinfo/ for instructions on what options are available to you. Please be sure to read the MSN FAQ on how to save your locally stored emails should you decide to not continue using your MSN Premium software.

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What about my saved emails? How do I retain those if I stop using the MSN Premium software?

Email stored on the server will be accessible at Qwest’s new homepage and email portal at http://www.myqwest.com.

Email stored locally (offline folders on your computer) must be moved manually by you. You can do this by following the instructions below:

  • Launch the MSN Premium software (the butterfly) and sign-in.
  • Click on the E-mail or Mail & More button in the navigation bar.
  • Click on a folder under the Folders on My Computer section in the left pane.
  • Choose the e-mails to save by using the individual check boxes. To select all the emails at once, click the link at the top of the check box column.
  • Click the Put in Folder button (folder icon with arrow moving towards the outside of the folder) and select a destination folder located under the Folders on MSN section.
  • Repeat steps 2-5 for each folder under the Folders on My Computer section.
  • Perform the above steps for each MSN Premium and Windows User account as needed.
  • Please note that the upload time for your emails saved under "Folders on My Computer" back to the MSN server will depend on your connection speed.
  • If you choose not to move your emails under "Folders on My Computer", after the service has been terminated, you will lose access to those emails and will not be able to recover them.

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I have more questions about my @q.com email or the new myqwest.com service. Where can I learn more?

For more information on Qwest’s new service, please visiting the Qwest FAQ page at http://www.qwest.com/qwestinfo/myqwestinfo/.

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Customers with ONLY @msn.com, @hotmail.com, or @live.com email addresses

I have an email address that ends with @msn.com, @hotmail.com, or @live.com. How does this affect me?

If your email account ends in @msn.com, @hotmail.com or @live.com, none of your email or settings will be moved to the new Qwest homepage and web-based email service. You will see a pop-up window beginning in March of 2011, which will guide you through the process to keep your MSN Premium software and services. If you no longer want to continue using MSN Premium, you will need to go to http://www.qwest.com/qwestinfo/myqwestinfo/ for instructions on what options are available to you.

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I use MSN Premium today. What will happen to my email account?

From now until June 30, 2011 you will be able to sign into your MSN Premium software and access your email and other MSN Premium services you have always used. You must choose to either purchase a retail subscription of MSN Premium directly from Microsoft, or by taking no action, your account will simply be converted to a "free" version of MSN/Hotmail/Live email. This means you will access email by going to http://www.hotmail.com rather than using the MSN Premium software.

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I use Hotmail/Windows Live today. What will happen to my email account?

You can continue to access email by going to http://www.hotmail.com. Your email account will be converted to a "free" version of MSN/Hotmail/Live email. Please visit the Windows Live Hotmail site here to learn about all the great benefits Hotmail has to offer.

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I want to learn more about Qwest’s new email service and homepage. Where can I learn more?

Please visit http://www.qwest.com/qwestinfo/myqwestinfo/ to learn more about Qwest’s new services.

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What happens to my MSN Premium service after June 30, 2011? Will I still be able to access my emails using the MSN Premium software?

In order to continue using the MSN Premium software, you must purchase a retail subscription directly from Microsoft prior to June 30th, 2011. If you do not purchase a subscription, your email account will be converted to a "free" account and instead of using your MSN Premium (the butterfly) software to send and receive email, you will go to http://www.hotmail.com for your email. If you take advantage of the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with your MSN Premium service, these subscriptions will also expire on June 30, 2011, unless you choose a new MSN Premium offer.

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After June 30th, 2011, where should I go to view my email?

If you decide to not purchase an MSN Premium retail subscription, you will still be able to send and receive email by going to http://www.hotmail.com. Please read the FAQ on how to save your locally stored emails and take action prior to June 30th, 2011. Please note that if you take advantage of the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with your MSN Premium service, these subscriptions will also expire on June 30, 2011.

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What should I do to retain access to my MSN Premium service?

Sign into your MSN Premium account and follow the upgrade directions when you see the screen below.

You can also call MSN Customer Service at 1-866-205-6768.


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Will I have to pay for MSN Premium?

Yes. If you would like to take advantage of the premium services and same experience you enjoy today with the MSN Premium software (the butterfly), you will need to purchase a retail subscription by June 30, 2011. There are special price plans available for you as former MSN Premium powered by Qwest customers. Please access those plans by clicking on the continuation option on the pop-up screen in your software or call MSN Sales and Support at 1-866-205-6768. The plan options and prices are also listed in the email that was sent to you during the first week of March. You can view that email by clicking here.

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What happens if I don’t sign-up for an MSN Premium subscription?

The subscription will expire and your MSN/Hotmail/Live primary and secondary email accounts will be converted to free accounts. If you choose, you may continue to use your account(s) via a computer with internet access indefinitely; however, you must access the account at least once every 270 days to keep it active. You will no longer have access to your locally stored emails in the MSN Premium client. You will no longer have access to your address book or favorites that are stored in your MSN Premium client. You will no longer have access to the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with MSN Premium.

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I don't want to continue my MSN Premium subscription after June 30, 2011. How do I backup the email I have stored on my computer before my subscription expires?

  • Launch the MSN Premium software (the butterfly) and sign-in.
  • Click on the E-mail or Mail & More button in the navigation bar.
  • Click on a folder under the Folders on My Computer section in the left pane.
  • Choose the e-mails to save by using the individual check boxes. To select all the emails at once, click the link at the top of the check box column.
  • Click the Put in Folder button (folder icon with arrow moving towards the outside of the folder) and select a destination folder located under the Folders on MSN section.
  • Repeat steps 2-5 for each folder under the Folders on My Computer section.
  • Perform the above steps for each MSN Premium and Windows User account as needed.
  • Please note that the upload time for your emails saved under "Folders on My Computer" back to the MSN server will depend on your connection speed.
  • If you choose not to move your emails under "Folders on My Computer", after the service has been terminated, you will lose access to those emails and will not be able to recover them.

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How do I access my email from http://www.hotmail.com?

  • Use Internet Explorer (or your default web browser) to connect to Hotmail as follows:
    • Open a new browser window.
    • Type http://www.hotmail.com and press the enter key on your keyboard.
      • If your email address is already shown on this page:
        • Click on your email address
        • Enter your password
        • Click "Sign-in"
      • If your email address is not currently displayed:
        • Click on "Sign-in with a different account"
        • Enter your email address and password
        • Click "Sign-in"

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I am currently using Webroot® SecureAnywhere™ through MSN Premium. What happens after June 30, 2011?

Webroot® SecureAnywhere™ is currently provided as part of your MSN premium subscription. Although your MSN Premium service is set to expire on June 30th, you have two options to continue your protection by Webroot® SecureAnywhere™ :

Continue using the MSN Premium software by purchasing it through Microsoft so that you continue to receive Webroot's anti-spyware protection without any interruption.

If you decide not to purchase MSN Premium software, you can directly purchase Webroot® SecureAnywhere™ software either online or via your local retail software outlet.

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As part of my MSN Premium subscription, I have been using the McAfee® AntiVirus Plus – MSN edition. Can I keep it after June 30, 2011?

To maintain your protection, you must take one of the following actions:

Subscribe to the new MSN Premium service. From MSN, simply follow instructions on how to subscribe to MSN Premium – which includes McAfee® AntiVirus Plus – MSN edition. By subscribing, you'll continue your McAfee® protection without interruption.

Continue with McAfee® directly. If you'd like to maintain your McAfee® subscription directly with McAfee®, please go to http://us.mcafee.com/root/campaign.asp?cid=76375 to receive McAfee® AntiVirus Plus at a special, discounted price for MSN users.

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Customers with a COMBINATION of @q.com, @msn.com, @hotmail.com, or @live.com email addresses

I have a combination of email address that ends with @q.com, @msn.com, @hotmail.com, and/or @live.com. How does this affect me?

If you have any (primary or secondary) email accounts that end in @q.com you will no longer be able to use the MSN Premium client with that email address beginning June 30, 2011. You can maintain your MSN Premium experience by purchasing a retail subscription of MSN Premium directly from Microsoft. Please call MSN Sales and Support at 1-866-205-6768.

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I use MSN Premium today. What will happen to my email account?

If you have any (primary or secondary) email accounts that end in @q.com you will no longer be able to use the MSN Premium software with that email address beginning June 30, 2011. You can maintain your MSN Premium experience by purchasing a retail subscription of MSN Premium directly from Microsoft. If you choose not to purchase MSN Premium, you can simply go to http://www.myqwest.com and begin accessing the following services with your Qwest account (@q.com):

  • Email - Inbox with search function: keep and find everything, all folders* and mail that you have previously saved and accessed via MSN Premium software or on the web at Hotmail.com. (*) Does not include locally stored email or folders.
  • Calendar - Makes sharing calendars and schedules with family, friends or colleagues easy.
  • Portal – New Qwest portal has news and information along with access to Qwest services.
  • Settings – Your email and account settings.
  • Contacts – Your email contact list that you created with the MSN Client and stored on MSN Hotmail.
  • Blocked and Safe List – Your list that you had stored at MSN Hotmail previously.

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I use Hotmail/Windows Live today to view my email. What will happen to my email account?

For your @msn.com, @live.com, and @hotmail.com email addresses: You can continue to access email by going to http://www.hotmail.com. Your email account will be converted to a "free" version of MSN/Hotmail/Live email. Please visit the Windows Live Hotmail site here to learn about all the great benefits Hotmail has to offer.

For your @q.com email addresses: You will need to go to http://www.qwest.com/qwestinfo/myqwestinfo/ for instructions on what options are available to you.

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I want to learn more about Qwest’s new email service and homepage. Where can I learn more?

Please visit http://www.qwest.com/qwestinfo/myqwestinfo/ to learn more about Qwest’s new services.

[Back to top]

Who should I call if I need technical support for my MSN Premium software during the transition period?

You should call MSN Technical Support if you have any questions regarding your MSN Premium software. MSN Technical Support is available 24 hours a day and 7 days a week at 1-866-344-6864.

[Back to top]

What happens to my MSN Premium service after June 30, 2011? Will I still be able to access my emails using the MSN Premium software?

In order to continue using the MSN Premium software, you must purchase a retail subscription directly from Microsoft prior to June 30th, 2011. If you do not purchase a subscription, any email accounts ending in @hotmail.com, @live.com or @msn.com will be converted to a "free" account and instead of using your MSN Premium (the butterfly) software to send and receive email, you will go to http://www.hotmail.com for your email. If you take advantage of the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with your MSN Premium service, these subscriptions will also expire on June 30, 2011, unless you choose a new MSN Premium offer. Your @q.com email can be accessed by going to Qwest’s website at myqwest.com.

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After June 30th, 2011, where should I go to view my email?

If you decide to not purchase an MSN Premium retail subscription, you will still be able to send and receive email by going to http://www.hotmail.com for any @msn.com, @hotmail.com or @live.com email addresses. You can access your @q.com emails by going to myqwest.com. Please read the FAQ on how to save your locally stored emails and take action prior to June 30th, 2011. Please note that if you take advantage of the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with your MSN Premium service, these subscriptions will also expire on June 30, 2011.

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What should I do to retain access to my MSN Premium service?

You will need to call MSN Sales and Support at 1-866-205-6768 in order to set up your account to maintain access to MSN Premium services. This may require that you set up a new email address.

[Back to top]

Will I have to pay for MSN Premium?

Yes. If you would like to take advantage of the premium services and same experience you enjoy today with the MSN Premium software (the butterfly), you will need to purchase a retail subscription by June 30, 2011. There are special price plans available for you as former MSN Premium powered by Qwest customers. Please access those plans by clicking on the continuation option on the pop-up screen in your software or call MSN Sales and Support at 1-866-205-6768. The plan options and prices are also listed in the email that was sent to you during the first week of March. You can view that email by clicking here.

[Back to top]

What happens if I don’t sign-up for an MSN Premium subscription?

The subscription will expire and your @msn.com, @hotmail.com or @live.com primary and secondary email accounts will be converted to free accounts. If you choose, you may continue to use your account(s) via a computer with internet access indefinitely; however, you must access the account at least once every 270 days to keep it active. You will no longer have access to your locally stored emails in the MSN Premium client. You will no longer have access to your address book or favorites that are stored in your MSN Premium client. You will no longer have access to the McAfee® AntiVirus Plus - MSN Edition or Webroot® SecureAnywhere™ for MSN that is included with MSN Premium. You can access your @q.com emails by going to myqwest.com.

[Back to top]

I don't want to continue my MSN Premium subscription after June 30, 2011. How do I backup the email I have stored on my computer before my subscription expires?

  • Launch the MSN Premium software (the butterfly) and sign-in.
  • Click on the Mail & More button in the navigation bar.
  • Click on a folder under the Folders on My Computer section in the left pane.
  • Choose the emails to save by using the individual check boxes. To select all the emails at once, click the link at the top of the check box column.
  • Click the Put in Folder button (folder icon with arrow moving towards the outside of the folder) and select a destination folder located under the Folders on MSN section.
  • Repeat steps 2-5 for each folder under the Folders on My Computer section.
  • Perform the above steps for each MSN Premium and Windows User account as needed.
  • Please note that the upload time for your emails saved under "Folders on My Computer" back to the MSN server will depend on your connection speed.
  • If you choose not to move your emails under "Folders on My Computer", after the service has been terminated, you will lose access to those emails and will not be able to recover them.

[Back to top]

How do I access my email from http://www.hotmail.com?

After June 30, 2011, you will no longer be able to view your @q.com emails at http://www.hotmail.com. You will need to access your emails by visiting myqwest.com.

You can still view your emails at http://www.hotmail.com for addresses ending in @hotmail.com, @msn.com, and @live.com by following the directions below:

  • Use Internet Explorer (or your default web browser) to connect to Hotmail as follows:
    • Open a new browser window.
    • Type http://www.hotmail.com and press the enter key on your keyboard.
      • If your email address is already shown on this page:
        • Click on your email address
        • Enter your password
        • Click "Sign-in"
      • If your email address is not currently displayed:
        • Click on "Sign-in with a different account"
        • Enter your email address and password
        • Click "Sign-in"

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I am currently using Webroot® SecureAnywhere™ through MSN Premium. What happens after June 30, 2011?

Webroot® SecureAnywhere™ is currently provided as part of your MSN premium subscription. Although your MSN Premium service is set to expire on June 30th, you have two options to continue your protection by Webroot® SecureAnywhere™:

  1. Continue using the MSN Premium software by purchasing it through Microsoft so that you continue to receive Webroot's anti-spyware protection without any interruption.
  2. If you decide not to purchase MSN Premium software, you can directly purchase Webroot® SecureAnywhere™ software either online or via your local retail software outlet.

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As part of my MSN Premium subscription, I have been using the McAfee® AntiVirus Plus – MSN edition. Can I keep it after June 30, 2011?

To maintain your protection, you must take one of the following actions:

  • Subscribe to the new MSN Premium service. You will need to call MSN Sales and Support at 1-866-205-6768 in order to set up your account to maintain access to MSN Premium services. By subscribing, you'll continue your McAfee® protection without interruption.
  • Continue with McAfee® directly. If you'd like to maintain your McAfee® subscription directly with McAfee, please go to http://us.mcafee.com/root/campaign.asp?cid=76375 to receive McAfee® AntiVirus Plus at a special, discounted price for MSN users.

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