The QuickConnect Altpath Manual Installation

The new QuickConnect CD has been going out with all new DSL orders since August 29, 2005, replacing the Installation Buddy for new modem setup. The biggest difference between the two is that with the new QuickConnect process, the MSN customer is allowed to choose their own primary MSN email address, instead of having it assigned by Qwest. The problem is that the CD can fail for a number of reasons, and the customer will be calling us for help. The solution: just as we've always done with the Installation Buddy, close the CD and install it manually. First, a little bit of background.

The QuickConnect CD is designed to make the modem setup almost automatic, but there can be some problems that come up. The very first thing the disc does is check the computer to see that it meets some minimum system requirements for MSN. An older, slower computer will cause the disc to stop the installation right here. Assuming it gets past this point, it can also be stopped if the customer forgets to filter something and the modem cannot train, if there is a problem with the Ethernet card or TCP/IP's, or other seemingly small details. The first step in the manual install is to make sure, like we would for any other customer, that the modem is trained, and that we have a good LAN. After that, manually authenticating the modem is easy.

The first of these steps is standard procedure: check for interfering devices and filter or unplug them, remove that 50 foot DSL cord and use the original one we sent, etc. Get that modem trained. Next, we need to manually authenticate the modem; while we do this, we will prove that we have a good LAN, or see that something is wrong and fix that first. Assuming we can get into the modem manager page, enter the customer's current PPP username and password (RadTest will confirm viability of this info). The customer will not have this information! They receive a QuickConnect Code and QuickConnect Number on their welcome letter, so remember to VERIFY the customer (SSN or Cus Code) before you give this information out.

One thing to note: the QuickConnect CD authenticates the modem with a first time username: agentv001@reg.qwest.net. This is enough to connec thte customer to the Walled Garden so it can download the CORRECT PPP username and password, but it is not enough to get the customer browsing. Do not just check Gateway and trust that green lights mean the customer is PROPERLY authenticated! Make sure the username they are authenticating with is their own; if it is not, manually authenticate their modem.

Once you have the customer trained and authenticated with their correct PPP username, they will be able to browse in Internet Explorer. For a Qwest.net customer, this is all we need to do to get the customer online; they do not get an MSN username and password. Someone who's paying for MSN, though, still doesn't have a primary MSN email address. This is something the CD would have helped him create, but since we went the manual route, we must help the customer set it up. This is where the Altpath website comes in.

Altpath Walkthrough

  1. Have the customer browse to: http://altpath.qwest.com, and click on Actiontec GT-701 (or whatever modem they have).




  2. Enter the customer's QuickConnect Number (their DSL phone number), and QuickConnect Code (SOPS service order number, best way to find it is in Workflow Manager), and click Next.




  3. Don't click the "Click Here to open the Actiontec blah blah blah..." link; this opens the modem page again, and we should have already manually authenticated the customer, so why bother going in there again. Just click Next.




  4. An MSN customer will be asked to choose if they want to create a new MSN email address as their primary, or if they'd like to use an existing address. Most customers will select Yes to create new account, and click Next. If they have an MSN dial up account they'd like to move over to Qwest, be sure to call Partners first so they can cancel their dial up, then they can use their existing email address.




  5. Here the customer is allowed to choose their MSN email address, select a password, and enter their date of birth and a secret question and answer in case they forget their password. it's importnat that they enter their correct date of birth, not today's date or their anniversary or anything else! Once this is done, click Next.




  6. If the address they've selected is already taken, they will be told this and asked to select a different email address. Not a big deal, just pick a variation or try a new email address.


  7. They will be asked to review and sign the agreement, EXACTLY as shown, just like the MSN software installation does. Click I Accept.




  8. The next screen shows their new email address, and gives them a link to download and install the MSN 9 Premium software. There is also a link here for QuickCare and the InternetHelp website. Walk them through the MSN download as normal, and you're done!




If you run into any problems with this, be sure to check Workflow Manager. This can tell you if there is are two customers trying to use the same order number, any errors generated by the QuickConnect process, and if there is an MSN username now associated to the account or not.