Internet information & faqs

Answers to our customer's most frequently asked questions

Q: Does Digital Island email have anti-virus and anti-spam protection?

A: Yes, DigiSMX, our Anti-virus and Spam filtering product is available to protect your business. Please view our product page and email customer.services@digitalisland.co.nz if you would like this service activated.

Q: Can I prevent people from surfing ‘questionable’ websites?

A: Yes, with Digital Island's Net Guardian product you can block family members or staff from being able to visit websites containing questionable material, or you can specify which sites can and can’t be visited. Mail Guardian is available at several levels ranging from $4.95 to 14.95 per month. Please email us at customer.services@digitalisland.co.nz if you would like this service activated on your account.

Q: How do I change my current plan, login or password?

A: Send an email with the details of your request to customer.services@digitalisland.co.nz

Q: How do I set up my Digital Island Broadband connection on my computer?

A: Contact our Internet support team on 0800 999 010 option 3, who will instruct you through the process step-by-step.

Q: I have forgotten my password. What should I do?

A: Contact our Internet support team on 0800 999 010 option 3, who will reset your password for you.

Q: What hours is your support desk open?

A: The internet support desk is open Monday to Saturday 9am to 9pm, and Sun 1pm to 9pm.

Internet access user guides 

These useful guides explain how to change your Outlook settings, and your username and password for various modems.

Change your Outlook Settings for DigiNet email

Change your Outlook Express Settings for DigiNet email

Change your Outlook Express Settings for xtra email

Change your Username and Password for D-link Modem

Change your Username and Password for D-link Modem (Korean)

Change your Username and Password for Dynalink Modem

Change your Username and Password for Dynalink Modem (Korean)

Connection settings & information

Dial-Up Access

Nationwide 56K - 0867 34446

Domain Name Servers (DNS)

Mail Settings

ADSL Router Settings

Every ADSL modem or router has a slightly different way of entering in these basic settings. Simply look at the instruction manual that was supplied with your ADSL modem or router for full details on how to enter these settings correctly.

ADSL Modem and Routers Manufacturer Helplines

If you have any problems with your hardware please contact the manufacturer of the modem or router. Most hardware manufacturers provide a free help line:

Help numbers for other manufacturers will be shown in the instruction manual.

ADSL Broadband Connection Troubleshooting

Most ADSL problems should be relatively easy to fix. The following items detail the most common issues regarding ADSL connectivity.

A. Is the DSL/Internet/Line/Link light on?

Yes
This means that the router is able to detect that the phone line is DSL enabled and the telephone exchange is aware of your existence. A more technical explanation would be that the ADSL router has 'synced' with the DSLAM at the exchange. Move on to B.

No
If, within 2-3 minutes after plugging the router into the phone line, there is still no light, it may mean either the line is not DSL enabled, the router is faulty, or the cabling is not plugged in correctly.

Check that there is a cable running between the DSL port on the router and the phone jack. High quality modem cable is preferable; however, regular phone cable should work as well (although it is more prone to problems).

If you are physically connected to the phone line and the DSL light still does not turn on, try a different cable if possible. If you are still unable to connect, continue with troubleshooting step B (below). If you are performing a self-install, it may also be possible that you have not correctly fitted a filter to their telephone line - although this will not commonly prevent DSL from connecting it will prevent ADSL and voice from operating simultaneously on the same line.

B. Can you connect to the router by opening a web browser and typing in its IP address?
(The 2 most common IP addresses which are listed in order: 192.168.0.1, 192.168.1.1)

Yes
Excellent. Chances are, unless it's a serious hardware problem, the issue doesn't lie with the router. Your computer is able to communicate successfully with the router. The problem is likely to be that your router is configured to use an incorrect login or password so please check your settings.

No
Do the following.

1. Check to see that you are running 'straight-through' cable between the Ethernet port on the router and the Ethernet port on the computer. If there is a cable-link, then the light on both the ADSL router and the back of the computer's Ethernet card should light up.
   
    
2. Open a command prompt and type 'ipconfig'. Make sure that the address you are trying to connect to is the same as the default gateway listed. If this is the case, it may be an issue with the device itself. Try another router if possible. If there is no default gateway specified, in the ipconfig, then you will have to consult with the documentation provided with the ADSL router. Many will have a 'quick setup sheet', which will contain information such as IP address and default gateway.

If you are still unable to connect, please contact the Digital Island Internet support team.