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| General Frequently Asked Questions |
Do I have to sign-up for tolls to get the lower price?
No. As long as you are a current Genesis Energy customer and remain a Genesis Energy customer you will receive great value Internet Access.
Can my computer connect to the Internet via Infogen?
If you have a modem connected to your computer, it’s almost certain that your computer will be able to connect to the Internet. See the ‘What type of modem do I need’ section for more information.
What type of modem do I need?
This depends on whether you use dial-up or broadband. Most computers comes with dial-up modems so you should be able to connect to the Internet straight away. However if you want a faster broadband connection you will almost certainly have to purchase a broadband modem. When you connect with Infogen we can supply you with a modem.
If you have any further questions please call our helpdesk on 0800 188 111.
How long will it take to get connected to the Internet via Infogen?
Once you sign up and configure your computer, Infogen dial-up will be available within minutes.
Infogen Broadband requires a modification at the exchange, so it may take up to 14 days.
Can I check my how much data I have used?
You can view your data usage, and various other information by logging onto your account on the Infogen website. Simply go to http://www.infogen.net.nz, and select ‘Account’ from the menu. You will be given a login prompt - simply enter your username and password then select
'My Services' for usage information on dial-up and broadband services.
What do I need to get connected to the Internet?
For dial-up access your PC should have a minimum 486 processor, have a modem (built-in or external) and have a minimum of 64MB of memory. You also need a telephone line.
If using an Apple Macintosh it should be a PowerPC or iMac.
For broadband access your PC should have a minimum 1GHz processor, have a DSL modem (connected to your PC via USB or Ethernet). It’s recommended that the PC has 256Mb of RAM. You also need a Telecom telephone line and, depending on your chosen installation option, you may require filters.
If you’re using an Apple Macintosh it should be a PowerPC or iMac.
What about email through Infogen?
Once you have joined Infogen you will be given an email address e.g. rachael@infogen.co.nz
You can store 10MB of email on the Infogen email server before email messages are bounced back. For the average customer, this means you will need to download your emails about once a week.
What do I do if I have lost my password?
Give us a call on 0800 188 111. We’ll ask you a couple of questions just to check who you are.
Can I change my password?
Yes, you can. Just login to www.infogen.net.nz or you can call us on 0800 188 111.
How do I pay my monthly Infogen account?
On the application form you can select credit card or direct debit. If you choose direct debit you will need to complete a form and send it to us by mail, as we need your signature. Click here to download a copy of the form.
Although we offer a one-bill service for gas and electricity, we’re currently unable to add this charge to your current energy account. However, we are working on this for the near future.
Can I have more than five email addresses?
Yes, additional email addresses are available at a cost of $1.00 each per month. (No set-up fee). Please call 0800 188 111 and we can set these up for you.
What speed does Infogen run at?
For dial-up access up to 56kp for analogue dial up modems.
For broadband access download speeds are up to 3.5Mbps with upload speeds of up to 512kbps.
How do I set-up my personal webpage?
Just email homepages@infogen.net.nz and we’ll set it up for you. Once we have done this we’ll send you a step by step guide to help you to publish your website so the world can see it.
Can I test my Infogen email to make sure it is working correctly?
Yes, we have set up a special test email address. Simply send an email message to test@Infogen.net.nz. An automatic response will be sent so you will know if your email programme is sending and receiving correctly.
To check your e-mail by sending a message to test@Infogen.net.nz, click here.
What if I decide to switch from Genesis Energy?
As a Genesis Energy customer you receive great prices on Infogen services. If you choose to switch electricity companies you can still use the Infogen service and maintain your email address, but you will be charged the non energy customer price.
The Spam filter doesn’t appear to be blocking all Spam?
Spam filtering is available to all Infogen customers and in some cases needs to be trained to capture all Spam. To use it, logon with your username and password to ‘account’ on the menu above, then click on "More" under the 'Manage Services' heading. Click on the "More" button beside 'Mail Service'. Then click on the "Spam Filtering Settings" under the 'Additional Controls' heading. You can then select from a list of available filter settings to keep out unwanted Spam.
To reclassify a spam email that has not been classified as spam you simply forward the email as an attachment to the following email address:
trainasspam@infogen.net.nz
To reclassify a valid email that has been classified as spam you simply forward the email as an attachment to the following email address:
trainasvalid@infogen.net.nz
It is important to forward the email as an attachment to the above addresses.
How can I see my account details?
You can change your password, check your account details, or view your invoices and payments by clicking on ‘account’ in the menu above. Log in with your standard user name and password.
From there you can:
- Check your balance and see previous payments
- Add other services to your account like mailboxes or websites
- Change your dial-up plan
- Configure virus and spam filtering on your mail accounts
- View your email in our webmail interface
- View your Dial-up or BitStream usage
Need to ask another question?
Send us an email at help@infogen.net.nz
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