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.

The Long-Awaited Launch of IPv6 Is Here

IP addresses are the “phone numbers” of the Internet – a unique identifier used to ensure that the traffic from point A (for example, a Netflix server) can get to point B (for example, your laptop) accurately and efficiently. Historically, IP version 4 (“IPv4”) has been used successfully to run the internet, but with available addresses nearing depletion due to limitations with how many unique addresses can exist using IPv4, the time has come for a new system – IPv6.

IPv6 is crucial to the future of the internet, with IPv4 addresses scarce and expensive, today’s internet needs to run IPv6 everywhere sooner rather than later. IPv4 space is terribly finite and procuring more just isn’t feasible. While we continue to investigate and evaluate strategies to extend our IPv4 resources, IPv6 represents the immediate future of the internet.

Retrofitting IPv6 into an existing ISPs network brings a lot of challenges, it’s just not as simple as turn it on and away it goes – there are many challenges to consider: modem/router compatibility, authentication systems, assigning addresses to thousands of existing services, BNG support, the list goes on. A startup ISP can enable IPv6 without these considerations.

While our Anycast (AS58511) backbone network has been the most connected IPv6 network in Australia for many years now, it’s excellent that we can finally announce that all DCSI customers, old and new, can enable IPv6 from right now.

In less than 2 years since we acquired DCSI, we have faced some significant network challenges; including growing and upgrading the fixed wireless network, replacing the third-party billing system with our own system and new customer portal, and now finally – IPv6 for everyone.

We are not done yet though – even once we deliver IPv6 to all our DCSI customers we have many more upgrades and changes to come. We will continue the tradition of DCSI innovating for our customers on both our NBN and fixed wireless networks!

The technical stuff –

Our IPv6 deployment uses DHCPv6 Prefix Delegation to give every customer service a /56 IPv6 prefix – that’s 256 subnets of 18,446,744,073,709,551,616 addresses each. To enable IPv6 on your connection, all you have to do is enable it on your modem/router, and the network will take care of the rest.

We have also elected to continue to use PPPoE for our customers – PPPoE allows some specific features that are unavailable via IPoE, such as enhancements to FTTN connections specific to Australia’s NBN.

IPv6 can be used on all DCSI broadband services: NBN, Fixed/Acceler8d Wireless, Fibre Connect and ADSL.

Acceler8ed Goes TERABYTE

Following on from our launch earlier this year of DCSI’s premium Acceler8ed Fixed Wireless Service, we are now pleased to announce a SUPERSIZED plan for our superstar customers.

Acceler8ed Wireless customers now have exclusive access to our Wireless ‘Five Star’ Plan. Included is a massive 1TB (that’s one thousand gigabytes!) of data, and the same great Acceler8ed speeds you’re used to, all for $140 per month – you’ll never want to leave your house again!

With smaller plans starting from $40 a month and a network exclusively serviced by our own local team, Acceler8ed Wireless has something to offer everyone. Give us a call now on 1300 66 55 75 to find out if your area has been Acceler8ed.

Behind The Scenes: What’s Been Happening At DCSI

New Owners, New Technology, Same Great Local Service

You may have noticed some big changes at DCSI over the last 6 months!

With innovative new owners at the helm in local technology entrepreneurs Jacob Carr and Tom Berryman, DCSI is taking Gippsland internet service and support to an exciting new level.

That means even better customer service, better plans, products and prices, and most importantly – faster, more reliable internet!

This blog is just another way to keep you up to date with the exciting new services we’re unlocking for Gippsland.

The DCSI helpers have been toiling away, moving customers onto new NBN services activated in Warragul, Drouin, Trafalgar, Garfield, Bunyip and the Latrobe Valley. And they remain at-the-ready from our local help desk, for any ongoing support you may need through your internet transitions, upgrades and ongoing service.

Because at DCSI, our customers are our stars!