General Questions

Q: What is InfoWest DSL?
A: InfoWest DSL is a consumer-level DSL solution made available in partnership with Qwest (formerly US West).

Q: Where is InfoWest DSL available?
A: InfoWest DSL is available anywhere within 15-18,000 feet of the Qwest Central office in St. George and Cedar City. Physical constraints limit the distance that allow DSL. Qwest is solely responsible for determining where DSL will work. InfoWest has no control over where Qwest makes the service available.

Q: How does InfoWest DSL compare to other services in Southern Utah?
A: Please see the Service Comparison table below:

Q: Can InfoWest DSL save me money over InfoWest dial-up service?
A: Yes! Many people have two lines, one for an InfoWest dial-up connection, and one for voice, so they can call while on the Internet. This is unnecessary with InfoWest DSL, as it allows simultaneous use on the same line for voice and data. You can cancel your additional phone line after InfoWest DSL installation and save money.

Q: Can I use InfoWest DSL to host a server?
A: No. In order to offer lower prices, InfoWest DSL uses the dial-up-like model of bandwidth sharing. Due to this model, any servers may limit bandwidth for other customers. Servers with minimal impact such as a personal FTP or intranet sites may be used occasionally, but should not be set up for public use, and should be restricted to 2-3 simultaneous connections. Bandwidth usage will be monitored and users will receive warnings for abuse, then suspensions if the abuse continues. InfoWest NewEdge DSL is much better suited for servers.

Q: What line packages are available from Qwest?
A: There are three basic line packages available from Qwest: Standard, the Deluxe package and the Professional packages. Here are breakdowns of what the packages offer:

Standard:
Your modem type will determine your connection availability. If you use an Intel 2100, 2200 or 3200 Single computer modem, then you will have to dial in. Any Modem/Router combination will allow you to be online full-time.

Deluxe (640 Kbps/256 Kbps):
This is a full-time connection or dial-in connection, again depending on your modem. Internal modem and external routers are both available. A Cisco 678 router or InfoWest DSL Router is required for more than one computer on the network.

Professional (256 Kbps to 1.2 Mbps):
Professional includes free installation to one computer, and 24x7 a tech support phone number from Qwest for line and modem issues. The Professional package also includes several assurances:

Installation Assurance:

The Qwest technician will be on time for install, or you get a free month of service.
Network difficulties will be resolved within 5 days.

Satisfaction Assurance:

No penalty disconnect if you are not satisfied within 30 days of connection date.

Service Assurance:

If Qwest is down 3 days in 30 day period, you may cancel without penalty.

Line Connect Speed Assurance:

If the line cannot sustain the ordered speed, you may be switched to a lower speed with no "line speed change fee" penalty. You can also upgrade to a higher speed if your line can support it without paying the change fee.

Q: What is the InfoWest Consumer DSL product?
A: The Consumer DSL product includes your choice of the Select and Deluxe Qwest DSL packages only. Includes 2 Gigabytes of data transfer per week.

Q: What is the InfoWest Business DSL product?
A: The Business DSL product includes your choice of the Select, Deluxe, and Professional Qwest DSL packages. Includes 4 Gigabytes of data transfer per week.

Q: Is any special hardware needed for InfoWest DSL?
A: Yes. You have four options for DSL hardware when ordering your DSL line through Qwest:

Internal Intel PRO/DSL 2200 "modem":
Installs into a free PCI slot (works with Windows 95/98/NT/ME/XP), good for connecting only one computer, easy to setup. Has limited security features and connects through Dial-up Networking. Recommended for the non-technical Windows user with one computer, or for Select (not always-on) DSL service. $145 from Qwest.

Intel 3200 External USB DSL "modem":
external DSL modem connects via USB. Easy installation, no security features, good for one computer to access the Internet.

External Cisco 678 "router":
Requires a network interface card in each computer to be connected, slightly more difficult to setup. Has some firewalling and security features. Supports NAT (connecting multiple computers through a single IP address). Recommended for the technical user, business accounts with multiple IP addresses, and always-on DSL service at any speed. One-time $295 cost from Qwest at time of order. Qwest will provide one NIC card per router free of charge, or if you use a laptop computer, they can provide one PCMCIA ethernet card.

External InfoWest DSL "router":
Also requires a network interface card in each computer to be connected through a hub. Similar to the Cisco, the modem has some firewalling capabilities and security features while support Network Address Translation as well. This router retails from InfoWest for $175.00 and will only work with newer (DMT) ADSL lines. This modem is ready to go out of the box for Plug 'n Play operation.

Billing Questions

Q: When I have InfoWest DSL, will I be billed by InfoWest, or by Qwest?
A: Both. Like with standard dial-up connections, Qwest provides the line, so they will bill you for it, and InfoWest provides the Internet access, which the will bill for.

Q: What is the setup fee for?
A: The setup fee is an aptional fee that you pay to Qwest or InfoWest to setup the modem and software for your connection. It is possible to do this by yourself. You can find the cisco DSL router configuration here. The Intel internal modem comes with complete installation instructions. Please call us with specific questions.

Q: How do I order DSL?
A: We can place the order for you through Qwest. Just fill out this secure form and we'll contact you when we confirm DSL is available for your location. Optionally, you can order through the Qwest online ordering tool at https://megawot.uswest.com/. Be sure to choose InfoWest as your ISP. We will be notified when your order goes through, and will contact you for further information.