Technical Support FAQs
What are the basic requirements for my computer to use your service?
You need a modem and Win95 or higher or Mac OS 7.6 or higher.
How can I read my mail on the web?
I just ordered DSL from Qwest. When will Spacestar Communications activate my DSL service?
You will also need to order DSL service from Spacestar so that we know what type of DSL account to set up for you. After we have your order, we will need specific information on your line from Qwest. Qwest automatically emails this information to Spacestar, usually about 2 to 3 weeks after you order your DSL line from Qwest. Once we get your line information from Qwest, we will configure our side of the connection and e-mail configuration instructions to you at the e-mail address on your DSL sign-up form. Once you put the configuration into your DSL router, you only have to wait for Qwest to turn up your DSL line and you will be set to go.
If your DSL line has already been installed, and we have your Qwest line information, it will take us about one business day to set up your Spacestar DSL account and e-mail the configuration instructions to you.
I forgot my password, how do I find out what it is?
If you have forgotten your password, you will need to contact Spacestar's Technical Support team at 952-996-0000. You will need to provide some account information for them in order to receive your password from them.
Why am I not connecting at 56k?
Click here for some possible answers
Why am I getting frequent disconnects?
Click here for some possible answers
An error message says the modem can't be found, what do I do?
- Check to see if your modem is properly seated in the expansion slot.
- Make sure your modem is turned on if it is an external modem.
- Your modem may be conflicting with another device, refer to the computer manual.
- Reinstall the modem software, in some cases, it may require that the old install be removed.
What is "Broadband" or "Bandwidth"?
The "band" in broadband refers to "bandwidth", which is basically an
expression of how much data can be transmitted in a given period - often
bits per second (bps). A bit is the smallest unit of digital information,
either a 1 or 0. The fatter, or broader, the bandwidth, the more data that
can abe transferred and the faster the connection.
What is "DSL"?
DSL (Digital Subscriber Line) Internet access provides very high-speed
connections by sending digital signals over your existing phone line. A DSL
connection uses a special modem to split the digital and analog signals on
your phone line and routes them to the local phone company's central office,
from which you are connected to the Internet. Digital signals can transmit
much more data, much faster, than an analog dial-up signal.
What are the benefits to having DSL?
Once you log on, a DSL connection is always on, and connection speeds are
about 50 times faster than a 56K dial-up connection. Because DSL uses a
designated line, it does not share bandwidth with other users and is not
subject to the deterioration of speed of shared bandwidth technology, such
as cable. Not sharing bandwidth with other users also makes DSL a more
secure connection, although there are precautions you can take to optimize
the security of any broadband connection. And, because DSL uses different
frequencies of your phone line than telephone conversations, it is possible
to surf the Net and make phone calls at the same time.
What are the limitations of DSL?
Connection speeds cannot be guaranteed, since they can be influenced by
factors such as the length and condition of the phone wires connection from your
home to the phone company's central office. Also, in order to be eligible
for DSL, you must be located within three (3) miles of a Qwest central
telephone office, otherwise signal degradation will be too great for DSL to be a
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I will be out of town for over a month, can I put my service on hold?
We can place your account on "hold" status. Your monthly charge will
be reduced to reflect no Internet connection and only your email will stay
active for a minimal fee of $5.00 per month. Please contact our billing department for more information.
My neighbor referred me to your company. Will there be a referral credit
for him (or her) if I sign up with your service?
When you are placing your order with us, please mention their name and we
will flag their account for a referral credit.
Note - You must mention the referral at the time you initially place your
order with us.
Do I get any credit for switching from another Internet service provider in
my area to your company?
All new customers are billed for the setup fee. However, if you send in a current past bill or other proof that you had service
with another provider to our billing department, we will credit your account once this information is received.
What are my payment options for paying my Spacestar bill?