Something’s Wrong – How To Get It Fixed

Something’s wrong with your service and you don’t know how to get it fixed? Check our handy guide on when to call support, how to call support and what you’ll need when you call support.

Ok, we’ve all been there. Something’s not right with your internet service, and you need to get it fixed. So how do you get started?

Step 1

Don’t assume we already know about it.

More often than not, we don’t.

Widespread, network-wide issues that affect dozens, hundreds or thousands of households are detected by our systems, but the vast majority of faults only affect single households. Residential services are able to be provided at a lower cost because the consumer acts as the reporting system – which means if you don’t tell us, we’re probably not going to know we need to fix it. Call us as soon as you are concerned there is potentially an issue with your service.

Step 2

Have you tried turning it off and on again?

We wouldn’t normally recommend taking tech support from a sitcom, but Roy is on the money with this: Have you tried turning it off and on again? You may very well save yourself a phone call by a simple reboot of your router. Turn it off, wait ten seconds, turn it back on. Connections such as Fixed Wireless, FTTP and FTTC may have a device that the router plugs into – reboot that too.

It’s ok if you need to reboot your device/s periodically to keep things ticking along. It’s not ok if you have to do it all the time to keep everything running. We definitely want to know if you’re rebooting your router as part of your morning wake-up routine because you have to do it Every. Single. Day.

Step 3

The information we’ll want you to provide.

Knowing what we’re may ask will help make your tech support call as short as possible, and we all value a quick support experience. Let’s try to bring this down to some basics.

  • Please be at the premises where you’ve been experiencing the issue, with a device (preferably a laptop, desktop PC or a tablet) powered on and ready to use. Calling from your car or your office to report a problem at your home is almost always going to lead to a second call, because we’re going to have to ask you questions about the service that you probably can’t answer remotely. Save yourself the hassle and call once, call from the premises, call with a device you can use to assist in troubleshooting.
  • Be the account holder, or a registered Authorised Contact on the account, or a registered Consumer Advocate with authorisation to access technical support on behalf of the account holder. You can check and update your Authorised Contacts via the customer portal, or call us if you need to nominate a Consumer Advocate to assist you.
  • Have a quick check to ensure everything is plugged in securely, and powered on. This comes up more frequently than you’d expect.
  • Speed issuesWe’re going to need you to perform some speed tests to help with this, so you might like to get started before you call us. Use the speed test on our website: http://speed.dcsi.net.au

    It’s best to get a spread of tests at different times of day to help identify if the speed issues are intermittent or constant, and if they correspond to events such as peak times.

    You’re going to get better, more accurate results if you perform the speed test over an ethernet cable rather than WiFi, so please use a cabled connection if possible.

    Also, please make sure no other devices are using the connection while you run the test – we want to measure the speeds that are being delivered to the premises, not the bandwidth that’s left over after all the other devices in the house choke up the connection.

  • No ConnectionThe lights on your router tell us a lot about your connection being offline, so we may ask you to check if lights are on, off, red, green, flashing or solid. Being close to the router when you call, or having noted the status of all the lights before calling if it’s not possible to be close to it will help this step in troubleshooting.

    If you have an NBN Fixed Wireless Connection, FTTP or FTTC, or an OptiComm connection, we may also ask about the status of the lights on the equipment installed in the premises for that connection.

  • VoIP Phone IssuesIf your VoIP phone is offline, or if you’re having trouble making or receiving calls, you should definitely reboot the router before contacting us. This will resolve most VoIP issues straight away.

    If you’re having trouble with calls dropping out or call quality, take note of the calls that this affects – time, date, phone number, and whether it was an inbound or outbound call. Providing us with these examples can assist us to assist you.

Step 4

The best way to contact us for technical support.

We recommend phoning us on 1300 66 55 75,
or emailing support@dcsi.net.au,
or logging into the customer portal at http://simple.dcsi.net.au and creating a support ticket.
We have technicians on all these channels who are trained to assist.

We do not recommend coming into the store as a first contact for technical support, and we request that you do not bring equipment in for testing unless a technician has instructed you to do so. This usually just ends up wasting your time, and we’d like to avoid that whenever possible.

Step 5

The best time to contact us for technical support.

The best time is as soon as you become aware of a problem. If you delay in reporting it to us, you may just add to the the time it takes to have it resolved.

We are open 8am-9pm Mon-Fri, 9am-6pm Sat, 12pm-6pm Sun, 12pm-6pm Public Holidays. You can phone at any time during these hours.
You can submit an email or support ticket 24 hours a day and it will be responded to within business hours.

Although we strive to keep call wait times low at all times, we find call volumes are typically lowest between 2pm and 4pm weekdays.

Email Settings

Email settings

These are the general settings you’ll need to set up your DCSI email address in your email program. For specific guides for popular programs, see below.

 

DCSI Email settings

Email address

username@dcsi.net.au

Email login name

Your full email address
(username@dcsi.net.au)

Incoming mail server (IMAP or POP3)

incoming.dcsi.net.au

Outgoing mail server (SMTP)

outgoing.dcsi.net.au

Webmail

webmail.dcsi.net.au

Roaming email

If you configure your email client to login with your username and roaming password, you’ll be able to send email using our mail server whether you’re at home on your own WiFi, or on the go.

First, contact DCSI on 1300 66 55 75 and request a roaming email password.

Then, use the following settings to configure your email client

Outgoing mail server (SMTP)

outgoing.dcsi.net.au

Outgoing server port

587

Outgoing server requires authentication

On

SMTP username

Your full email address
(username@dcsi.net.au)

Authentication type

Password

 

Hosted domain email

Incoming mail server (IMAP or POP3)

mail.yourdomain.com

Incoming server port

110 for POP, 143 for IMAP

Outgoing mail server (SMTP)

mail.yourdomain.com

Outgoing server port

587 with TLS encryption

Outgoing server requires authentication

On

Username

Your full email address
(username@yourdomain.com)

Authentication type

Password

Webmail

Webmail.yourdomain.com

 

If you don’t have a TLS option for your outgoing server, please try port 465 with SSL. Most modern mail programs will have this available so it may be worthwhile updating if yours does not have it.

TLS is the preferred method for your email client to connect to our mail server. It will not be possible to choose no encryption for outgoing as our mail server requires it.

If you get a certificate warning, allow your email program to continue. This is just a conflict as your domain is not the same as the shared security certificate for *.dcsi.net.au. If this security warning keeps displaying every time your email program is opened, please let us know and we’ll assist you further.

Account Payment Options

How to pay

Customer Portal

Our customer portal makes it simple for you to pay online, along with giving you access to many other service features! This means quick, no fuss payments at a time that suits you, day or night. Save or update your card, make a one off-payment or review your invoice history – it’s all so easy with the portal.

A step-by-step user guide to payments via the portal can be found here.

Need more options?

Note: All charges invoiced by us are payable within 7 days, unless we agree otherwise. Businesses that require extended terms need to make an application to our credit department.

Credit card

You can set up a credit card on your account for automatic payment each month, or you can use a credit card to make a once-off payment.

You can attach a credit card or make a payment online via the customer portal, or by contacting us on 1300 66 55 75.

Direct debit

With your authorisation, we can automatically take payment directly from a nominated bank account each month. To set up this payment method, please download and complete this form and return it to us via post or email (scan and attach).

BPAY

You can pay us via internet or phone banking, by sending us funds from your account via BPAY.
Please allow up to 3 business days for the payment to be processed.

Biller code: 223669
Reference: (your customer number – see invoice)

Cash or EFTPOS

Cash and EFTPOS payments are available in person during business hours at our offices at 1A, 155 Queen St, Warragul VIC 3820.

FAQ: Acceler8ed Broadband

What is Acceler8ed Wireless?

Acceler8ed Wireless was the previous name of Acceler8ed Broadband. Same great broadband, delivered wirelessly to you.

Ok, so what is Acceler8ed Broadband?

Acceler8ed Broadband is a wireless internet solution exclusive to DCSI.

Acceler8ed Broadband is the latest evolution in Fixed Wireless technology, delivering unparalleled speed and reliability. Drawing on more than a decade of experience in delivering Fixed Wireless services across Gippsland, DCSI had the right background to understand that an Acceler8ed Broadband Network would meet the current and future internet needs of households and businesses, and the skills to make it happen.

What are the advantages of Acceler8ed Broadband?

Acceler8ed Broadband is fast and reliable.

Households use their connections in entirely different ways now compared to 20, 10, even 5 years ago. The rise of Netflix, the ubiquity of portable internet-enabled devices, the move to VoIP and away from copper landline services… these are all part of the ever-changing internet landscape.

Acceler8ed Broadband is based on technology developed specifically to support modern internet use and habits, and as such the key attributes are the speed and stability of the service. The internet is no longer a hobby that we indulge in during downtime – it’s part of the fabric of our everyday lives, and as such we need connections we can rely upon, and the speeds to handle anything and everything we want to do with the connections.

How does Acceler8ed Broadband differ from other solutions?

Acceler8ed Broadband is today’s technology, built and supported by a local team.

Acceler8ed Broadband is purpose built. Legacy issues that come from stacking new uses onto infrastructure that was never designed to handle it are eliminated with Accler8ed Broadband, which is an entirely new evolution in technology, new infrastructure and supported by all-new systems.

The reliability of Accler8ed Broadband is further enhanced by a dedicated support team. The emphasis is on solutions that work for the long-term, and with their in-depth knowledge of the network they built, our local support technicians have every advantage over other networks that are serviced by out-of-area subcontractors.

Would Acceler8ed Broadband be right for my household? What sort of households does it suit?

Acceler8ed Broadband has a plan to suit all households.

Acceler8ed Broadband is suitable for a wide range of households, from empty nesters to young professionals, from singles to large families, and we have a range of plans to meet the needs of all. Whether you’re just checking your email and the weather, or using VoIP to phone family and friends across the world, or leading your gaming guild to victory, or streaming all your household’s entertainment, or making sure the kids can get their homework done, there’s an Acceler8ed plan that’s right for you.

The beauty of Acceler8ed Broadband is that the reliability makes it the simple, straight-forward choice for internet novices, while the connection has the oomph to cope with those who really put their connection through its paces.

If I’m in an nbntm or privately owned fibre area, can I choose Acceler8ed Broadband?

Households in Acceler8ed Broadband-enabled areas have the freedom to choose.

You may think you are limited in your choice of providers, but as a stand-alone network our Acceler8ed Broadband can be available to premises that otherwise would be restricted in their internet options. Acceler8ed Broadband may be the alternative you’ve been hoping for.

Will I be on a contract with Acceler8ed Broadband?

You are not locked in to a contract with any DCSI service.

One of our values is to make sure the services we deliver give people the flexibility they need, as we understand that life changes aren’t always planned. With DCSI, you are not under contract. This means when your circumstances change, you can change your plan or discontinue your service without penalty or other nasty surprises.

What is required to install Acceler8ed Broadband?

Site assessment, activation and installation is all done for you.

Acceler8ed Broadband services are available within an ever-expanding area in West Gippsland, with services currently available in Yarragon, Warragul, Drouin, Pakenham, Officer, Leongatha and surrounding areas.

Upon application, your address is assessed by technicians to ensure it is within the serviceable area of a tower. A site visit is conducted to ensure there are no barriers to installation of the service and to test the strength of signal at the site, and then the service is fully installed by our technicians.

The service is connected to your property via an unobtrusive antenna fitted to the outside of the property and a simple internal wall port.

What plans are available on Acceler8ed Broadband?

You can choose from any of the current plans on our site.

DCSI’s range of Acceler8ed Broadband plans are designed to accommodate all uses, from the very basic through to the data-intense. Plans start from as little as $50 a month for 100GB. What’s more, with Acceler8ed Broadband we don’t limit your speeds and charge you more to go faster. Acceler8ed Broadband is an Open Speed service – this means you could see up to to 50Mbps on any plan.  UPDATE: As of 13 May 2019, Accler8ed Broadband services have received an over-the-air update that lifts the download speed potential to 60Mbps. Read more here.

Want to know more? Check out the full range here.

Why Spectrum Crunch Is Affecting Your WiFi

Spectrum crunch refers to the potential lack of sufficient wireless frequency spectrum needed to support a growing number of consumer devices

With the ubiquity of WiFi devices in the modern world, spectrum crunch is becoming more widespread, and this could be affecting your internet connection.

The 2.4GHz spectrum is intensively used for not only wireless devices, but other devices such as cordless phone handsets, bluetooth devices such as headsets or keyboards, baby monitors, and video monitoring or rebroadcasting  systems. WiFi running on 2.4GHz can even receive interference from some surprising sources: Christmas lights, microwave ovens, garage door openers, drones and remote control cars, and cheap AC adaptors.

With our modern suburban houses so close together, the interference that’s affecting your connection might not even be coming from within your own home – all those other WiFi networks you can see from your devices could potentially be interfering with your own.

When troubleshooting speed and connection dropout problems, we recommend using a computer connected via Ethernet cable. This will enable you to get a true picture of the speeds your router is receiving – then, simply by comparing the results against your speeds over WiFi, you can identify whether WiFi interference may be present in your home network.

In some cases, these problems can be entirely resolved by simply changing a setting in your router so it uses another channel. Where WiFi interference is widespread or intense and can’t be eliminated, a router that offers you a choice of WiFi spectrum may be a better choice. Routers such as the NetComm NF18ACV, which has 2.4GHz and 5GHz WiFi networks on board can give you the range you need to find an unaffected channel and make sure your connection’s performance isn’t being unnecessarily impeded by poor WiFi performance.

For assistance with any WiFi concerns you may have, or to upgrade to an enhanced router, you can log a ticket with our support team via the customer portal.

Video Tutorial: How to change your plan

As we’ve launched a new range of great value NBN plans this month, this is a great time to show you how you can go online and change your own plan any time you please! Click the video below to see how simple it is.

There is no fee for changing your plan, but if you select a more expensive plan you will be invoiced on a pro-rata basis. Plan upgrades take effect within 15 minutes. Plan downgrades take effect on the first day of the next month. You can change your plan online once in a 30 day period. To arrange another change within that period, or if you need assistance, please call us on 1300 66 55 75

Video Tutorial: How to submit a support ticket

If you have any reason to communicate with us, can you do so by submitting a support ticket. Support tickets can be useful for billing enquiries, questions about products and services, requesting assistance or reporting a fault.

If you are already a DCSI customer, you can submit a support ticket via our customer portal.

The All-New Customer Service Portal – It Couldn’t Be More Simple!

April has been a month of major changes here at DCSI, and the biggest has been our switch to our brand new customer management system, Simple. With Simple managing all accounts and billing, we’ve been able to update our customer portal too. If you’ve logged in to my.dcsi.net.au recently, you’ve probably seen the changes. Here’s our step-by-step users guide to the new customer portal.

  1. How to Log In
  2. Account Summary
  3. Check Your Details
  4. View, Add, Remove or Edit Authorised Contacts
  5. Change Your Password
  6. New! Change Your Email Password(s)
  7. Internet Usage
  8. Buy A Data Block
  9. Change Your Plan
  10. Router Configuration Information
  11. Adjusting Port Blocking/Service Firewall
  12. Setting a Static IP
  13. View Your VoIP Call History
  14. View or Pay Your Invoices
  15. Update Your Credit Card Or Change Your Payment Method
  16. Support – View Enquiries and Faults
  17. Request Support Or Log An Enquiry
  18. Check Your Fixed Wireless Service Status
  19. Check Your NBN Service Status

 

 

 

1. How to Log In

 

http://simple.dcsi.net.au

To access the customer portal, go to http://simple.dcsi.net.au
Enter your username or email address and your password, and click Login.
If you need assistance retrieving your account password, please call us on 1300 66 55 75.

 

 

 

2. Account Summary

 

Welcome screen

When you have successfully logged in, you will see the Welcome Screen, which will show you account balance and credits. If you have any queries or faults logged with us, they will appear as active support tickets.

 

 

3. Check Your Details

 

Check your details on the profile screen

If you select Profile from the left hand menu, you will be able to view your contact details. Use this screen to review and update your postal address, email address, and contact phone number. You can also select your notification subscriptions.

 

 

4. View, Add, Remove or Edit Authorised Contacts

 

List of all authorised contacts on the account

Authorised contacts are people who the account holder has authorised to be allowed access to their account. Authorised contacts can be granted permission to access billing, make changes to the account details, log faults, request password resets, make plan changes and other account management activities.

To access the Authorised Contacts list, click Profile in the left menu, and then select the Authorised Contacts tab.

On this screen you can view all authorised contacts and edit their details or delete them, and add new authorised contacts. You can also edit the email notifications the contact is subscribed to, and grant or revoke access to the customer portal for the contact using their own login details. All Authorised Contacts will need to have their own email address, which they will use to log in to the account.

Add/Edit An Authorised Contact

If you check “Allow this contact to log in to the portal”, additional options become available.

Allow portal access to authorised contacts

Your authorised contacts can have their own username and password, and you can restrict their access to certain funtions – you might choose to let your bookkeeper access invoices but not give them access to your usage history, for instance. Click Save Changes when you have finished.

 

 

5. Change Your Password

 

Change your password

To change your password, click on Profile in the left menu, and then select the Change Password tab. You will need to enter your current password as well as your new password. Click Save Changes in the bottom right corner to update your account.

 

 

6. Change Your Email Password(s)

 

To change your password, click on Email in the left menu, and then select the Change Password button next to the email address you’d like to update. 

Your password will be assessed as either weak or strong. You need to achieve a rating of strong to successfully change the password. You can do this by meeting the displayed minimum criteria.

 

 

 

7. Internet Usage

 

View your usage

You can view your data usage by selecting Broadband from the left menu. A dropdown box will ask you to select your service. Select the service you wish to view and your usage will be displayed.

Two progress bars indicate your usage to date (updated every 15 minutes) and also how far you’ve progressed through the current data month. Your data reset date may be different for each service you have if you have more than one service connected.

Daily records break your usage down into uploads and downloads, as well as giving a running total for all displayed days.

 

 

8. Buy A Data Block

 

If you need to purchase more data for the current data cycle, you can do this by going to Broadband on the left menu and then to the Service Options tab, followed by Data Block. Select the data block you want, enter your credit card details, and click pay now. Your data block will apply and be active within 15 minutes. If you need assistance with this, click Support and create a ticket or phone us on 1300 66 55 75.

 

 

9. Change Your Plan

 

You can set up a plan change via the portal at any time, with one plan change allowed in any 30 day period. A downgrade (dropping to a cheaper plan) will take effect from the 1st of the next month. An upgrade (switching to a more expensive plan) will take effect on your data limit within 15 minutes. Speed changes may take up to three business days. The plan list will display eligible plans only, which may be different depending on the type of service you have with us. The Change Plan option can be found in the Broadband menu until the Service Options tab.

 

 

 

 10. Router Configuration Information

 

To program or reprogram your router, you will need your service credentials. These can be found under Broadband, Service Options, Router Configuration. If you require assistance setting up your router, please contact us on 1300 66 55 75 or use the Support tab to log a ticket requesting assistance.

 

11. Adjusting Port Blocking/Service Firewall

 

DCSI blocks the following ports for the security of our subscribers.
Outgoing:
SMTP (TCP 25) connections to non-DCSI IP addresses
Incoming:
HTTP and HTTPS (TCP 80, 433) connections
DNS (UDP and TCP 53) requests
SNMP (UDP 161) requests
SSDP (UDP 1900) requests.

Generally this will not affect normal use of the service by average household subscribers, however some users may use services that require these ports to be unblocked. You can modify port blocking yourself through the Simple customer portal. You can access these settings via Broadband, Service Options, Service Firewall. We recommend leaving ports blocked unless you specifically need them unblocked.

 

 

 

12. Setting a Static IP

 

DCSI IP addresses are “sticky” by default, which means they rarely change. This option allows you to add on the Static IP option for $5.50 per month. You can access this via Broadband, Service Options, Static IP.

 

 

 

13. View Your VoIP Call History

 

VoIP service information

If you have a VoIP service with us, you can view your call history on the VoIP Call Records screen. Simply select VoIP from the left hand menu, and then select the phone number and billing period you wish to check from the dropdown selections. Your calls will be listed in the table, which you can sort by Date, Number, Type, Duraction or Value by clicking the heading on the relevant column.

 

 

 

14. View Your Invoices

 

Invoices

Selecting Billing from the lefthand menu will take you to your invoice history.  This will show you new and old invoices, the date of issue, the due date, the total of all items on that invoice, and whether it is paid or unpaid. All invoices will have a blue View button, and unpaid invoices will have a green Pay button that you can click to go straight through and pay that invoice.

Pay invoice

You will be prompted to enter your credit card details. When you click Pay Now, a one time payment for that invoice will be taken. If you want to save your credit card details so your payments are processed automatically each month, you can do that on the Payment Details screen.

 

 

 

15. Update Your Credit Card Or Change Your Payment Method

 

Main payment details screen

You can update or change your credit card or remove your credit card from your account on the Payment Details screen. Navigate to it by clicking Billing in the left menu, and then on the Payment Details tab. Your saved details will be displayed.

There is a dropdown menu under Change or update that contains three options: Credit Card, Direct Debit and Manual Payment.

Update or Add a Credit Card

If you select Change or update – Credit Card (automatic payment from a credit card), you will need to enter your card type, card number and expiry date. Use this option to add a new credit card, replace a lost or stolen credit card, or update an expiring credit card.

Direct Debit

If you select Direct Debit as your payment type, you will be asked to visit our site to download the direct debit form.

Manual payment

If you select Manual Payment and Save Changes, your existing credit card details will be removed from the account.

 

 

 

16. Support – View Enquiries and Faults

 

Support and Tickets

The Support option from the left menu will take you to your support history screen. Any faults or enquiries you log with us, or emails you send to us are assigned a ticket number, and are recorded here for your reference. There are three tabs you can select: Active Tickets, Closed Tickets and Create New Ticket. Any ticket that has not been marked as “Resolved” will be on the active tab.

Closed tickets

Closed tickets will show you tickets that have been marked as requiring no further action. You can view these using the orange View button.

 

 

 

17. Request Support Or Log An Enquiry

 

The Create A New Ticket tab contains a form that you can fill in to log an enquiry, fault or comment to us. Enter a subject that briefly summarizes the reason for contacting us and click Create. On the next screen you will have a space for entering more details about your query. Tickets can be logged 24 hours a day, and will receive a response during our business hours.

 

 

 

18. Check Your Fixed Wireless Service Status

If you click through to Broadband and into your Fixed Wireless service, you can view the current status of your antenna on the Status tab. This screen will report if your service is currently online or offline, the duration of your current session, your IP address and the quality of your radio link to the DCSI network. Session logs will allow you to see all the times your session has reconnected to us. Any concerns you may have should be logged with us either on 1300 66 55 75, or via the Support link in the portal.

 

 

 

19. Check Your NBN Service Status

If you click through to Broadband and into your NBN service, you can view the current status of your service on the Status tab. This screen will report if your service is currently online or offline, the duration of your current session, and your IP address. Session logs will allow you to see all the times your session has reconnected to us. Any concerns you may have should be logged with us either on 1300 66 55 75, or via the Support link in the portal.