1. Are all existing 256/640K customers going to be migrated to the new 1.5M speed?

The 256/640Kbps product name is changing to Qwest DSL 640K. These DSL 640K customers will not automatically be moved to the up to 1.5M service. Customers who contact Qwest and want to be moved to the up to 1.5M service will be able to do so. A promotional offer will run from Feb. 7 – Feb. 27 to waive the $9.99 change charge when Choice™ DSL (256K) or DSL 640K customers want to move to the up to 1.5 M service.

2. Will 256/256K customers be upgraded to 1.5M service?

If the customer requests an upgrade to 1.5M service and the line qualifies, a request must be submitted. These customers will not be migrated automatically. Promotion from Feb. 7 – Feb. 27 to waive the $9.99 change charge when Choice™ DSL (256K) or 640K customers want to move to the up to 1.5 M service.

3. Will DSL 640K customers qualify for the up 1.5M product?

Testing shows that customers who are currently subscribing to the 256/640K product will qualify for the up to 1.5M service. This is dependent on customer’s line characteristics.

4. Is the up to 1.5M the upstream or downstream speed? Downstream speed is up to 1.5Mbps. The upstream speed may go as fast as 1M, depending on line characteristics. Most customers will get up to 896K.

5. Is there anything different about this new up to 1.5M product from previous Qwest products? Yes. Previous products were loop qualified so that Qwest was reasonably sure the customer would get close to the requested speed. The up to 1.5M product is different. Qwest will enable the line to achieve whatever maximum speed it is capable of – and that could be any speed up to 1.5M. Testing shows greater than ¾ of the customers will receive the full 1.5 M downstream, but there will be loops that will not be able to support the full 1.5M speed. These customers will be able to buy the up to 1.5M speed, and will then be able to make a judgment as to whether they would like to continue on the 1.5M speed, or be moved down to the 256K speed.

6. What are some of the changes being made by Qwest to accommodate the new 1.5M service?

Qwest is adding facilities at the remote terminals and increasing the reach limit to a decibel loss value of 55 dB on Choice™ DSL Deluxe and 57 dB on Choice™ DSL. · Effective February 7, the change in dB loss values will open more living units to DSL: § Estimated 220,000 newly DSL qualified living units, of which 79,000 will qualify for up to 1.5M service while the § remaining 141,000 are newly qualified for Qwest Choice™ DSL (256/256K)

7. Will current CAP customers qualify for the up to 1.5M service?

There is a limitation on the CAP DSLAMs. Current CAP customers may qualify for the new up to 1.5M speed, however they will need to switch to the DMT service if they want to receive the new up to 1.5M service. They may purchase a DMT modem for $59.99 or rent a DMT modem at $3/month. Current CAP customers are not required to change to DMT if maintaining current service.

8. May current DSL Pro 1M customers change to the 1.5M service?

DSL Pro 1M service is provisioned as 1M/1M. The up to 1.5M will vary compared to the 1M/1M speed. If the customer is interested in a different speed, they may request a change in service. User should consider any contract terms and liability charges.

9. Does Qwest consider it a repair issue if the customer’s line does not achieve 1.5M speed?

Qwest will work with the customer to see if speed can be increased. However, if the issue with the service is isolated to speed, the ticket will not be dispatched to the field. Qwest will use the current standard practice to manage repair tickets. The policy will continue to be evaluated by Qwest.

If customer contacts Qwest and it is deemed to be an ISP related service issue, Qwest will refer customer to her/his ISP on record. Qwest will work with the ISP to resolve the customer’s issue.

This is a new service and Qwest will grow its knowledge database e.g. 15kft can achieve 1M.

Customer has the option to purchase the lower speed product Qwest Choice™ DSL.

10. What is the charge to change speed?

To change speeds the charge is $9.99 and due date interval is 5 business days.

New promotion from February 28 through May 28, 2004 waives the $9.99 speed change charge for upgrades.