| We have put together a number of frequently asked questions which we are sure you will find helpful. And remember, for further help you can email us at help@infogen.net.nz or phone our helpline 0800 188 111.
Can my phone line support broadband?
Not all of Telecom’s telephone exchanges support Broadband. To find out whether the exchange you are connected to supports Broadband, call 0800 188 111.
Why do I have to have filters on each phone jack?
You only need a filter if you are using Broadband. To make sure you can use the Internet and your phone at the same time, two signals are sent down your telephone line.
The filter allows both the phone line and the internet to be used at the same time. If you don’t use filters, your internet connection will be cut off every time you use your phone line.
What is traffic?
When you use the Internet you are sending and receiving data. This data is referred to as traffic.
On Infogen broadband plans you are given a traffic allowance. This refers to the amount of data you either send (upload) or receive (download) which is included in the price. After you reach this traffic allowance you will be charged $4 for each GB you use over your traffic allowance.
All you have to do is pay a basic usage fee, after that you only pay extra when the traffic exceeds your plan’s allowance.
Do the traffic allowances include all traffic?
All downloaded or uploaded data is referred to as traffic, however all on-net traffic like email is excluded from your traffic allowance.
What are the broadband settings?
The settings for broadband access are:
Operating mode: G.992.1 G.DMT or ANSI T1.413 iss 2
VPI: 0
VCI: 100
Protocol: PPPoA (also known as RFC-2364)
Framing: VCMUX
Login realm: username@infogen.net.nz
IP Address: Server assigned
Gateway: Server assigned
DNS Server: Server assigned
Primary DNS Server: 210.55.12.1
Secondary DNS Server: 210.55.12.2
Server details
Infogen Home page (WWW): www.infogen.net.nz
Incoming mail server (POP3): mail.infogen.net.nz
Outgoing mail server (SMTP): mail.infogen.net.nz
Webmail server (WWW): webmail.infogen.net.nz
News Server (NNTP): news.infogen.net.nz
Proxy server: No proxy - direct internet connection
The DSL Router light on my modem isn’t on?
This problem generally suggests that your broadband connection to the exchange has failed. If you broadband connection isn’t working there are some simple things to do.
Restart you modem. Like computers, modems can sometimes just fall over. Simply turning your modem off and on can solve this problem. If this happens too often, you may want to contact your modem vendor.
Check you cables. Make sure your modem is plugged into the correct jackpoint and the cables are secure. If you had the broadband installer re-wire the jackpoints (full installation), the modem will only work when plugged into the dedicated broadband jackpoint. If you are using filters on the phone line, try removing every device, including phones and filters, off the line and plug in the modem alone. If the router connects, then you know that something else plugged into the line was causing the problem. You can plug then each device back in one by one to see which is faulty. You will then need to get the faulty device fixed.
Need to ask another question?
Send us an email at help@infogen.net.nz
|
