My Internet Connection is not working

• Most connection problems can be resolved by simply rebooting the Thomson modem. Unplug the modem from the electrical supply for a few seconds and then plug it in again. As the modem reboots it will reconfigure itself and establish a connection to the Internet automatically. This typically needs to be performed if the Ethernet cable is being swapped from one computer to another while the modem is on.

• If you experience any problem connecting to the Internet it is good practice to simplify the network setup. If you are using a 3^rd party router please remove this and instead connect one computer directly to the modem and set the computer to DHCP. For instructions on General Settings please click here. When this is done, please reboot the Thomson modem. If this does not resolve the problem and you need to contact our Technical Support Department, it is important that you have one computer directly connected to the Thomson modem as described. Otherwise they will not be able to troubleshoot the connection.

• Check all cables and connectors. Ensure that the Thomson modem and the radio are receiving power. Both power adapters should be warm and this indicates that the electrical power is reaching them. If in doubt, unplug both adapters for a few seconds and then insert them again. It is essential that the radio is plugged in at all times to maintain the connection. 

The lights on my Modem behave differently to the description in the Manual

How the lights operate is a function of the firmware that is installed. Some firmware can cause the lights to behave differently than the description in the supplied manual. This is not usually a cause for concern unless there is an associated loss in connection.

How do I setup my 3^rd Party router?

If you wish to use a 3^rd party router to share the Digiweb Broadband connection, your router can be setup in the same manner as your PC. Simply follow the router documentation to login to the router interface. From here, select the option ‘Dynamic IP Address’ (DHCP) to set your device to obtain the IP address automatically. Once this has been done it may be necessary to reboot your router and the Thomson modem. Simply unplug the Thomson modem from the electrical supply for a few seconds and then plug it in again to initialise the connection. 

I am having problems sending emails

If you experience any problems sending emails through your Digiweb Broadband connection, please see our email guide here.