How am I billed? I haven't received a bill.

All billing is via e-mail. A receipt, which states the services and the total amount charged to the credit card is e-mailed to your primary e-mail account. We may explore additional options in the future.

When will my account be active?

For dial-up customers, if you sign-up online, your account will be activated immediately. For dial-up accounts set up over the phone with our Customer Care representatives, it only takes a few more minutes.

For DSL customers the process is more involved. New DSL customers can take from 10 to 15 days for Qwest to activate the connection. TwinCitizen will provide a complimentary dial-up connection until your DSL account is activated. Existing DSL customers switching to TwinCitizen may wait up to seven (7) days for the transfer to be completed.

Can I stop pop-up ads?

There are many programs that can stop pop-up advertising. If you have Internet Explorer 5 or greater try Google's Toolbar or Pop-Up Stopper from Panicware Inc.

How can I read my e-mail?

Almost all the major e-mail software such as Microsoft Outlook, MS Outlook Express, Netscape Communicator, and Eudora will allow you to read your e-mail. If you need help in getting your e-mail software to work with your TwinCitizen Online account check our Support Page or call our Technical Support at 612-676-1700.

TwinCitizen Online also has an e-mail reader that allows you to check your mail via the Internet. Click here to go to the Web sign-in page.

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Technical Support FAQs

What are the basic requirements for my computer to use your service?

You need Windows 95 or higher or Mac OS 7.6 or higher. For Dial-up users you need a modem. For DSL users you need a DSL connection from Qwest which includes a DSL router.

Do I need special software?

If you are running Windows 95, 98, ME, NT, 2000, XP or using a Macintosh, it is not necessary to have special software, provided all the proper components are installed and you have a Browser and E-mail program.

What is the dial-up access number?

The dial-up access number is 612-746-0299. This is the number used by your modem to connect to TwinCitizen Online.

What is my incoming and outgoing mail server?

For TwinCitizen Online customer, the incoming mail server is mail.twincitizen.net  The outgoing mail server is smtp.twincitizen.net

How do I change my password?

The easiest way to change your password is through our online form. You will need to know your current password to use this form. You can also call Customer Care (612-676-1700) to have us change the password for your account.

I forgot my password, how do I find out what it is?

If you have forgotten your password, you will need to call Customer Care at 612-676-1700. One of our friendly people will help you access your account.

I just ordered DSL from Qwest. How do I activate my TwinCitizenSM account?

When you sign up with Qwest and specify TwinCitizen Online, Qwest sends us an e-mail. We will contact you to complete the TwinCitizen setup.

What is DSL?

DSL (Digital Subscriber Line) Internet access provides 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 sends them to the local phone company's central office. From there they are sent to TwinCitizen and we connect to the Internet. Digital signals can transmit much more data, much faster, than an analog dial-up signal. Connection speeds are about 50 times faster than a 56K dial-up connection.

Because DSL uses a dedicated line, it does not share bandwidth with other users like cable broadband does. Not sharing bandwidth with other users also makes DSL a more secure connection. An additional benefit is it is possible to surf the Net and make phone calls at the same time.

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 work. You can find out if you qualify by using Qwests' Service Availability Web page.

If I have a problem with my DSL equipment who do I talk to?

You will need to contact Qwest; TwinCitizen does not sell or service DSL equipment.

Why am I not connecting at 56k?

Check the Modem Central 56K.com Web site that specialized in trouble-shooting modem problems for some possible answers.

What is ISDN?

ISDN (Integrated Services Digital Network) is a digital telephone service that provides fast, accurate data transmission over existing copper telephone wiring.

ISDN is based on a number of fundamental building blocks. First, there are two types of ISDN "channels" or communication paths:

• B-channel - The Bearer ("B") channel is a 64 kbps channel which can be used for voice, video, data, or multimedia calls. B-channels can be aggregated together for even higher bandwidth applications.
• D-channel - The Delta ("D") channel can be either a 16 kbps or 64 kbps channel used primarily for communications (or "signaling") between switching equipment in the ISDN network and the ISDN equipment at your site.

These ISDN channels are delivered to the user in one of two pre-defined configurations:

Basic Rate Interface (BRI): BRI is the ISDN service most people use to connect to the Internet. An ISDN BRI connection supports two 64 kbps B-channels and one 16 kbps D-channel over a standard phone line. BRI is the most common ISDN service for Internet access. A single BRI line can support up to three calls at the same time because it is comprised of three channels (2B+D). Two voice, fax or data "conversations," and one packet switched data "conversation" can take place at the same time. Multiple channels or even multiple BRI lines can be combined into a single faster connection depending on the ISDN equipment you have. Channels can be combined as needed for a specific application (a large multimedia file transfer, for example), then broken down and reassembled into individual channels for different applications (normal voice or data transmissions).

Primary Rate Interface (PRI): ISDN PRI service is used primarily by large organizations with intensive communications needs. An ISDN PRI connection supports 23 64 kbps B-channels and one 64 kbps D-channel (or 23B+D) over a high speed DS1 (or T-1) circuit.

More Information

For additional technical support information, click here

If your question was not listed here, you may want to contact our Technical Support people at 612-676-1700.

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