Microsoft KB Archive/153069

= Microsoft Knowledge Base =

How to Contact MSN Support When You Are Unable to Connect
Last reviewed: August 14, 1997

Article ID: Q153069

The information in this article applies to:


 * The Microsoft Network versions 1.0, 1.05, 1.2, 1.3, 2.0, 2.5

SUMMARY
This article describes how to contact MSN Member Support when you are unable to connect to MSN, The Microsoft Network.

Before Contacting MSN Member Support
If you are unable to connect to MSN, follow these steps before contacting MSN Member Support. After performing each step, check to see if you are able to connect to MSN.

 Verify that Windows 95 is configured to use the correct modem settings for connecting to MSN. To modify the modem settings used when you connect to MSN, use the right mouse button to click the MSN icon on the desktop, click Connection Settings on the menu that appears, and then click Modem Settings. Do not double-click the Modems icon in Control Panel to modify the modem settings used when you connect to MSN.  If your modem is a Hayes-compatible modem and the Install New Modem Wizard detected it as a standard modem type, remove the standard modem and install a Hayes-compatible modem. To do so, follow these steps: a. Click Start, point to Settings, and then click Control Panel. b. Double-click Modems. c. Click the standard modem, and then click Remove. d. Click Add, click the "Don't detect my modem; I will select it from a      list" check box to select it, and then click Next. e. In the Manufacturers box, click Hayes. In the Models box, click Hayes Compatible 9600 or Hayes Compatible 2400, and then click Next. f. Follow the instructions in the Install New Modem Wizard to finish installing the Hayes-compatible modem.  Right-click the MSN icon on the desktop, click Connection Settings, click Help, and then follow the instructions in the MSN Sign-up And Access Troubleshooter to help troubleshoot the problem. If you are trying to sign up and you are unable to connect to MSN, you may be located in an area that is not supported by the toll-free telephone number that is used during sign-up. When this is the case, sign-up attempts to connect to MSN several times, and then displays the Connection Settings dialog box. If this occurs, click Access Numbers, and then specify different primary and backup access numbers. After doing so, try to sign up again.

If you still cannot connect to MSN after performing the above steps, contact MSN Member Support.

Contacting MSN Member Support
If you are unable to connect to MSN, you can contact MSN Member Support by telephone for assistance. To obtain a list of MSN Member Support telephone numbers, use the right mouse button to click the MSN icon on the desktop, click Connection Settings on the menu that appears, click Help, and then click Member Support Phone Numbers. Or, see the following article in the Microsoft Knowledge Base:

ARTICLE-ID: Q142365 TITLE    : Member Support Phone Numbers for The Microsoft Network