Help & Frequently Asked Questions
How well your connection can handle on-line gaming and internet calls
Support details
Call our Technical Support team on 028 28983 – option 3.
Our support staff take calls Monday to Friday, 9 am to 5 pm.
If our operators are busy helping other customers or if you are calling outside of these hours please leave a message, and your call will be returned as soon as an operator is available.
Please note that our Access Points are electronically monitored 24/7, and technicians immediately respond to issues affecting multiple users.
Individual customer antennas are not monitored.
Call-outs to customer sites must be booked through the office during regular office hours. Technicians work Monday through Friday.
We recommend you follow the following simple steps before calling the help desk. Frequently these few steps will resolve your issue
- Power off and on the power source for the antenna (wait about 10 seconds before turning it back on)
- Wait a further 30 seconds, then do the same for a router or switch (if you have one), power down and restart your computer(s)
- Check that all cables are firmly plugged in, power sockets are functioning, and cables are plugged in the right way.
Our technicians will perform a “Ping” operation on your antenna, and if a reply is received the broadband service is deemed to be live. Further troubleshooting is at the discretion of the technician. While many common computer problems can be resolved over the phone, you may need the services of a qualified computer technician.
Broadband FAQ's
DigitalForge wireless broadband is a high-speed Internet service delivered via wireless radio wave technology. It does not require a phone line and is transmitted from our own Access Points located throughout West Cork.
Once we have verified line of sight from your house to one of the Access Points we install a small antenna that is aligned to receive a signal directly transmitted from the Access Point . There is a Cat5 cable attached to the antenna which terminates inside the house. From there you can either plug directly into your computer or you can have a wireless router which will allow you to use laptops, iPhones, etc. within the house.
We will have a good idea by your location or if you have any family or friends nearby who have a connection with us. If we are not 100% sure then we will send a technician to complete a site survey for you. There is no charge for this but we generally encourage our customers to have an idea of the package they would like to take and try to schedule enough time to complete the installation on the same day as the site survey. This means we do not leave anyone waiting too long for their service.
We always aim to have you installed within two weeks of a request.
Installation of the antenna, associated cabling, POE and power supplies costs €99. If you are taking the optional Phone Service, the handset & base are €65. Wifi routers are optional and cost another €50.
We now also provide professionally installed and serviced Mesh systems for larger or highly insulated homes – call for details.
The payment for the installation is made to the technician on the day of the installation. He will leave a receipt for you. The monthly fee is paid via direct debit and the technician will have the relevant forms and paperwork for you to complete the day of the installation. To top up your phone account, call the office at: 028 28983
The technicians set the speeds on your antenna according the package you are taking on the day of installation. You can check your speeds at any time by using the following link test.digitalforge.ie or www.speedtest.net If you have any questions regarding your speeds or package please contact the office and we will be able to advise you.
Before you call our office, check that all of the equipment in the premises is plugged in and have power (look for lit LED’s) and if they do, power cycle both the antenna and router. Allow a few minutes after powering off and on. If this doesn’t restore service, please contact our office immediately.
If there is a general network outage it will be fixed quickly. If you have an issue with the equipment at your premises, we will try to determine the problem over the phone. If we cannot fix the issue for you remotely then we may need to send a technician and will always endeavour to schedule that as soon as possible. There may be fee applied depending on the nature of the problem and that can be discussed with our technical support or sales team in the office.
Yes. You will need to make sure that your Outgoing Mail Server setting is set to smtp.digitalforge.ie and the technician will be able to help you with this on the day of installation. Otherwise you can call our technical support team and they will be able to help you.
You will get an automated email when you reach 50%, 75%, 90% and 100% of your download limit throughout a calendar month. If you don’t ever receive these emails it is probably because you don’t exceed your limits regularly. If you exceed 100% of your limit before the end of the month on a regular basis, we recommend you contact the office to discuss upgrading your package.
No. Facsimile technology works through telephone lines and as we do not use telephone lines this service would not be available. There are fax to email applications available now which would be an alternative to using a fax machine.
Over the years, new standards have been brought out for Wireless Networks, each far superior to its predecessor. Of course each new standard has had to remain compatible with older standards, so your older computers and devices will continue to work.
What does this actually mean to the end user?
You may have a super speedy broadband connection and possibly even a new, latest standard Wireless router but if you still have older devices (computers, wireless printers, tablets or phones) attached to your network, they can bring the speeds of the whole Wi-Fi network down by 50 to 80%
It has been found that there is significant slowdown imposed by the mere presence of an older standard wireless device, even when it is not active.
Firstly you should ensure the Wireless Router you use is capable of the higher speeds and running the latest firmware – some older models are not. Call us for information on upgrading.
If you run a speed test hardwired to the broadband connection and gets speeds that are significantly faster than the results you get when connected to the broadband via Wi-Fi, you should systematically switch off the older devices on your network until you find which device is the culprit and consider turning it off permanently.
In our experience, 99% of customers never reach their data limit. For the 1% that do, their connection is slowed until the end of the month as to not affect the speeds of other customers.
BizFiber70/Fiber70 package – 500gb limit
BizFiber90/Fiber90 package – 600gb limit
BizFiber110/Fiber110 package – 700gb limit
We will never charge you extra or slow you down permanently like other providers do. If you are consistently reaching your limit, call the office at 028 28983.
We know what we are looking for in all Wi-Fi technology, what works best with our network and what is a fair price to pay for quality technology. The routers we provide our customers are remotely upgraded for performance enhancements regularly by our technicians. Should you call our office with a problem, we can not only check & modify your antenna performance settings but your router too.
We recently performed a huge upgrade of all DigitalForge routers to enable smart sensing of interference. If your DigitalForge router gets interference from a neighbour’s router, it will automatically switch to an unused frequency upon next reboot. If you purchase your router from a High Street electronics store, you are entirely responsible for its installation and upkeep – are you up to the task? We are!
Phone FAQ's
We supply you with a Siemens cordless phone and a base station for the phone. The handset can live anywhere in the house within range to the base station. The base station will live where the cable from the antenna terminates within the house.
If you have existing cordless phones then we should be able to configure them to work with our system. Although this is not guaranteed we would estimate that 99% of existing handsets should be compatible. Alternatively you can purchase additional handsets for 50 euro and our sales department will be able to help you with that.
Yes. You will need to fill out a port request form and there is currently no fee for this service. Alternatively we can give you a new number free of charge.
Like an ordinary telephone line you just pick up the handset and place a call. The only difference is that you will have to enter the full area code for all numbers.
To access your voicemail please dial 171 on your phone. Type the password when prompted on the keypad of your phone. You can find your pre-set password on the sheet given to you on the day of installation. If you have mislaid the paper with your passwords you can contact the office .
The standard setting is that calls will be forwarded to the voice mail system after 50 seconds. The time can be changed by us, please feel free to call us to change the time before calls get forwarded to voicemail.
Simply dial 1000 to call us for free.
Calls which arrive at the voicemail system will hear your greeting or if not setup, the caller will hear the default greeting e.g extension 5000 is not available. There are 3 different greetings. Unavailable, Busy and Temporary Unavailable.
You can record your own messages by using option 0 from the main menu.
- is your Unavailable Message (no answer to a phone call).
- is your Busy Message (you are on the phone).
- is your Temporary Unavailable Message (in case your account supports the Do Not Disturb feature).
To change your password please use option 0 from the main menu followed by option 5.
Login to the User Interface
To login to the User Interface please type your username (your 4 digit internal number) into the field “User:” and your password into the field “Password:”. Click the “LOGIN” button. If you have forgotten your password and you have supplied an email address please use the link below the “LOGIN” button. Then type your email address in the field of the new page and click the “SUBMIT” button.
Content of the “Account Info” Page
On this page you will find your account details at the very top. Please notify us in the event that any of your details might change. In the section below that you will find your account number (Card Number) and your remaining credit. If you run low on credit please click the “BUY NOW” button and choose one of the values shown to top up. You can either use PayPal or pay directly by Credit Card on the PayPal website. To the left you will find links to the different sections of the User Interface.
Use of the “Call History”
Following the link “Call History” will show you all successful calls of the current day. If you would like to see the current month or a particular day please make the selection accordingly in the top part of the page. You can also just list calls to a certain number by typing the number or part of it into the field “Destination”. Then click the “Search” and calls will be listed according to your selection.
The “Call Simulator”
To find out how long your credit including free minutes will last or how much a call is per minute you can use the call “Simulator” The simulator does not actually call any number, it will only display the rate and the remaining minutes available to the number you type in.
Changing your password to login to the User Interface
To change your password please click on the link “Password” in the menu on the left. Then type your desired password in BOTH lines and click on “Save”. After you have changed your password successfully your browser will show you a notification.
Due to recent changes regarding GDPR we no longer offer the option to top-up using paypal or credit card. Please call the office by dialling 1000 on your Voip phone or 028 28983 during business hours and we will top you up over the phone. We will add any top up fees to your next direct debit. We apologise for any inconvenience caused.
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