Suspension of Storefront Operations/COVID-19 Update

With the COVID-19 (Coronavirus) pandemic still emerging as a threat to the health and wellbeing of our Team and our Customers, we will be suspending operations at our Queen St Warragul store at 5:30pm today, and we will not reopen it until further notice. We predict it may be several weeks before the store reopens. Phone and email support will continue as usual.

If you are accustomed to coming into the store to pay your account, please make alternative arrangements for next month, as the store may not be reopened before your next account is due. We offer a variety of other payment options including:
• BPAY via your internet banking
• Direct debit from your bank account (must be set up prior to 27 March to take effect for April)
• Automatic credit card payments
• Payment via the portal
• Call to pay over the phone on 1300 66 55 75
See https://dcsi.net.au/support/accounts for more details.

Technical support is available as usual over the phone or via support ticket or email. Some members of our Call Centre team have already commenced working from home, so please understand that there may be background noises during the support call that are not generally typical of the Call Centre.

At this stage there are no delays with our Field Operations. We anticipate our wholesale partners may experience increased demand and/or reduced workforce capacity, and this has the potential to impact turnaround times. We will keep you informed.

We are here to help with any issues that arise or any queries you may have regarding your service. Please don’t hesitate to contact us at support@dcsi.net.au, or via the customer portal, or over the phone.

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 Scams and Extortion

Emails that threaten disclosure of personal or embarrassing information or illicit footage have been turning up in inboxes again recently. These emails are often known as “sextortion” scams.

The good news is that they are empty threats. There has been no evidence that any devices have been hacked by the perpetrators, or that they have obtained the footage they claim to have.

The Office of the eSafety Commissioner issued a statement in August 2018 that reads in part:

“Recently, we’ve also been sent a number reports about an email scam where the sender claims they’ve hacked into an individual’s device and recorded intimate footage of them visiting a porn site. In an endeavour to add legitimacy, the sender often includes a password which the person recognises as a current or former password.

It’s important to know, this is simply a scam and there is no intimate footage.”

The eSafety Commissioner advises that anyone receiving this email or a variation should consider the following actions:

  • Don’t give them any money or give in to any other demands—this is very important as paying any sum of money will only result in more demands.
  • Don’t reply to the scammer and block the email address that’s contacted you.
  • Delete the scam email from your inbox.
  • Secure any online accounts associated with the password included in the email, and remember to update these regularly.
  • Make sure anti-virus software is installed on your device and is up to date.
  • If the scam email is from an Outlook email address (in our experience many are) – report the email address to Microsoft. You’ll find instructions on how to report Outlook accounts as phishing scams and abuse here. If the email address is from a different provider, the major email platforms generally have clear advice online about how to report a user.

You might also consider reporting the email to Scamwatch and taking a look at the advice on the Stay Smart Online website where you can sign up to their alert service to be kept up to date about online threats and how to manage them.

Some versions of the email include a password that the recipient may recognise as one they currently use or have used in the past. This does not confirm the legitimacy of the email – many large, reputable services and sites have experienced data breaches over the last decade, and passwords from these breaches have been leaked online. Defend yourself from this by using different passwords for every site and service you subscribe to.

Additional resources: 

Simple Internet Security Measures
Virus and Malware Guide
You Need A Passphrase, Not A Password

IOS Certificate Error (SSL)

DCSI wish to advise that some hosted domains have recently been affected by an incompatibility on IOS devices.

We appreciate your patience as we continue working on this to ensure the incompatibility of Apple/IOS devices is resolved.

For those who would like to continue using their email without SSL while this issue is in effect, you will need to disable SSL.

Disable SSL for incoming

  1. In Settings, go to Passwords and Accounts
  2. Click on the affected email address
  3. On the next screen you will need to click the affected email address again
  4. Go to Advanced
  5. Turn off SSL for incoming
  6. Use the arrow to go back to the previous screen
  7. Click done.

Disable SSL for outgoing

  1. In Settings, go to Passwords and Accounts
  2. Click on the affected email address
  3. On the next screen, you will need to click the affected email address again
  4. Click on SMTP server
  5. Click on the Primary server
  6. Turn off SSL
  7. Change port to 25
  8. Some devices may fail to verify after this change is made. If this happens, you will need to remove the outgoing username and password.

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.

Speed Test Guide

Why run speed tests?

A speed test is a useful diagnostic tool to identify if there is a problem with the service, and to measure the severity of impact.

How do I run a speed test?

There are some steps you should take first to ensure the test is accurate.

Step 1: Turn off all other internet use. You may receive a falsely low result if your service is being used simultaneously by other applications. You want a true measurement of the speed the service is achieving, not what’s left after everything else uses it. Alert other family members not to use the internet for the 60 seconds or so it takes to run the test. If possible, turn off other devices or disconnect them from the connection

Step 2: If possible, do the speed test over an ethernet cable. This would typically mean using a device like a desktop or laptop computer; even some Smart TVs have the capability. What you want to measure is the speed of the service that’s being delivered to your premises. If that’s fine, the next step would be to test over WiFi for comparison. The resolution for your speed problem is going to be different if it’s a WiFi issue versus a slow connection, so you’ll need to know what you are dealing with to get to the correct resolution.

But then it’s as simple as visiting speed.dcsi.net.au and clicking the big GO button.

What do my results mean?

Download and upload measure how quickly information is transmitted to and from you. The higher the number, the faster the connection. Your maximum speed will be limited by things like your plan and your infrastructure, so there’s no one right answer on what a “good” or “bad” speed may be. You’ll need to refer to your plan’s theoretical maximum speeds, which usually appears on your invoice. If you need help with this, just ask.

Ping measures your connection’s reaction time – how quickly it receives a response. This is where you want to see a low number – the lower, the better. Jitter is a measurement of variability in ping times.

What can cause slow speeds?

Many things. There are so many individual systems and devices involved in the delivery of your internet connection. Your speed may be slow due to a fault in the infrastructure connected to your house, or a failing router. Perhaps the connection is performing at its best, but the limits of your plan are too restrictive for your household. These are just some of the possibilities. We use speed tests results as one element in troubleshooting to assist us in accurately pinpointing the source of your slow speeds.

What do I do with the results?

You can use it for your own peace of mind, to establish that your connection is performing as it should. Sometimes it’s a fast answer to the question “Is it this site that’s slow, or is it my connection?”.

If you report an issue with your service, DCSI may ask you to run speed tests so we can gather information to establish the impact on your service. This information can be very important particularly if there is an issue that needs to be logged with a wholesale provider, or to determine if technicians are needed to go onsite.

How often should I run speed tests?

Speed tests are quick, simple and free, and can be done at any time. If you are a DCSI customer, your speed test history is automatically logged and can be reviewed if any problems arise. Having a history of tests that show the performance of the connection over time can be a really useful tool. You should run a speed test as often as you want to, even when you aren’t experiencing problems.