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.

Meet The Team – Paul, Paul and Paul – Call Centre/Tech Support

The Paul Centre.

That’s right – our Pauls constantly rate so highly with our customers that we recently boosted their numbers by 50% with the addition of Paul S (he’s the one who still gets haircuts). With their combined 120 years, we feel confident in saying no other Paul Centre in Gippsland has the experience of our team.

Call us on 1300 66 55 75 to speak to a Paul now

Paul (left), Paul (centre), and Paul (right). DCSI has the highest Paul to customer ratio in Gippland*

 

 

*Data not verified by ABS

Why We Don’t Offer Unlimited Plans

All Internet Service Providers (or ISPs) offering NBN plans need to cover the same basic wholesale costs of delivering the service. Unlimited NBN plan providers need to make sure that they meet their cost of delivering the service, but how can they be sure of doing that if there are no limits?

Limited Speeds – Many Unlimited NBN plans are offered only on the 12/1 speed tier. At speeds similar to or slower than ADSL, there’s only so much data users can push through at a time, so their usage will be limited by the speed. Most people would benefit more from a higher speed tier than a larger data limit.
Reasonable Use Policies – Unlimited NBN plans are often accompanied by small print which reveals that they are subject to a “reasonable use policy”. This means any service that exceeds a limit the service provider deems “reasonable” can be cut off. Unlimited plans on a reasonable use policy aren’t unlimited – they just have a secret cap.
Overselling to Low Use Consumers – ISPs can offset the cost of providing Unlimited NBN plans to high data consuming customers by recommending the plans to low use customers – people who would be better off on a cheaper plan because they will not get value out of Unlimited NBN. A plan that has a cap you never reach is functionally indistinguishable from an Unlimited NBN plan, but often much cheaper. We prefer to help you identify what you actually need to keep your costs down.
Contracted Services – Many providers offering Unlimited NBN plans require a long contract period of 12 or 24 months and it’s common for consumers to find themselves trapped on a plan that no longer suits their usage or budget. Families with older teenagers often fall into this trap – once the kids move out and and household usage plummets, the consumer is stuck with their expensive plan until the contract expires.
Undersupplying CVC – The infamous CVC that is the cause of congestion woes for customers of so many NBN services.
If ISPs do not purchase enough bandwidth from NBN, several things happen:
* Consumers find their services run slowly at peak times
* Slow services consume less data
* ISPs save on their cost of supplying the service.
Because we set a cap on each of our plans, we’re better able to predict usage and purchase sufficient NBN bandwidth – no peak congestion, no artificially limited data speeds. Without “Unlimited” data users, DCSI can ensure all NBN customers have a better, more consistent experience, at all times of the day.
Allowing Power Users To Make Things Worse For Everyday Consumers – When high consumption users have Unlimited NBN access, they can degrade the service quality for other users. Our high limit plans mean most consumers won’t have any worries about reaching their data cap, and the minority of users whose monthly consumption is extreme can’t abuse the service, driving up costs or driving down service quality.
Offshore Call Centres – DCSI chooses to employ local people, keeping your dollars in the local economy and giving you access to a team with local knowledge who are affected by local issues just like you. We care… not just because you’re our customers, but because you’re our neighbours.

DCSI doesn’t offer NBN Unlimited plans because we don’t want to sign people on to restrictive speed tiers, add sneaky reasonable use policies, oversell to our low consuming customers, trap consumers on contracts, undersupply CVC, allow power users to degrade the service, or move to an off-shore support desk. We just want to offer a reasonably priced NBN service backed by a great support team.

Meet The Team – Michael – Field Operations

Since October 2017, Michael has been part of our hard working field ops team, primarily installing and maintaining our Fixed Wireless Network. He says he applied to join us initially because of his long experience in the industry and his love of the work – and having worked with some of them before, he was keen to be part of our team. Michael has the longest commute of any of our team, coming from Cranbourne, but he says he loves the daily drive – no traffic, so it’s a clear run every day. He hopes to move to the Warragul area some day to live among the green open spaces.

Do I Need To Connect To The NBN?

As the nbn™ rollout continues across the country, we’re often asked how nbn will affect existing services. Some of the concerns we hear are from people who are satisfied with their current services and don’t want to change, or those who don’t want to connect to nbn’s network, or those who are concerned that nbn may not be suitable for their situation. The reality is that all people with phone and/or internet services need to be aware of the type of nbn connection rolling out in their area, and how that will impact their service options.

So let’s start at the beginning, with the services that will be affected. nbn co ltd has advised that the services that will be discontinued as part of the nbn rollout will include:

· Telstra home and landline phone services (except some Telstra Velocity lines)
· Home and landline phone services from all other phone companies, where the service is provided over Telstra’s copper phone lines
· All ADSL, ADSL2 and ADSL2+ internet services (from all providers)
· Telstra BigPond cable internet services, and;
· Optus cable internet and cable phone services

According to nbn co, the only exceptions will be in areas designated to receive Fixed Wireless or Sky Muster Satellite. In these cases, residents will have the choice to continue with their existing copper landline service, or to switch to VoIP.

nbn co also notes that in areas where phone or internet is provided over another network, such as DCSI’s own Fixed Wireless product, these services will continue to operate unless you are informed otherwise by your provider. Our team is working hard to continue to grow, upgrade and support our network, giving residents and businesses in our service area a fantastic alternative to nbn services.

If you’re still unsure how your services will be affected, our team are on hand to check and advise you of your options. We can ensure that you have a clear understanding of the choices available to you, and the right service and support for your internet and phone needs.

You can reach our local sales and support team on 1300 66 55 75 for more information.

Meet The Team – Lauren – Reception/Customer Service

If you’ve been in to our Queen Street office, you probably already know Lauren from our front desk. In her sixteen months with DCSI so far, Lauren has become an expert in assisting to identify the right technology and plan to suit the customer’s needs.
Lauren has lived in the area for nine years and enjoys spending her weekends getting out into nature and exploring the beauty of Gippsland.

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.

You Need A Passphrase, Not A Password

If you’ve called DCSI recently to set up a new account or change the password on an old one, then you’ve probably already discovered we’ve changed our password rules. This has been an important change to ensure the security of your account.

If hackers are able to access your email, they can do all kinds of damage. They can send spam, causing your email address to be blacklisted and you may receive potentially thousands of bounced-back emails. They can use the “Forgotten Password” feature on many sites to access your accounts. They can potentially access your private emails. They can masquarade as you, and attempt to scam your contacts. No good can come of having a weak password that can allow unauthorised access to your account.

A short, uncomplicated password can be breached with alarming speed by professional hackers, but small changes increase the difficulty. Let’s take the example of using the name of your beloved old hound dog, Bingo, as your password.

According to howsecureismypassword.net, it would take hackers this long to crack your password:

bingo – instantly
bing0 – 2 milliseconds
Bing0 – 23 milliseconds
B!ng0 – 68 milliseconds
B!ng0. – 20 seconds
B!ng0.^ – 31 minutes
B!ng0.^&Q(k – 5 thousand years, and good luck remembering it.

Here’s a more memorable option:
Bingohounddog. – 66 million years.

Add in the year he was born.
Bingohounddog.2001 – 18 quadrillion years.

Good dog, Bingo! That’s the way to keep the family safe!

Any new service you set up with DCSI will require your password to meet the following rules:

* at least 8 characters long
* at least one UPPERCASE letter
* at least one lowercase letter
* at least one number
* at least one special character such as ?@!~;”(*+<^

Length is better security than complexity, so think about choosing a passphrase rather than a password. Our rules are a minimum, and every additional character you add will make your password stronger.

If you want to discuss or change your password to increase security, please give us a call on 1300 66 55 75

Simple Internet Security Measures

It seems like every day the news is full of stories about the latest hack, crack or cyber attack, but there are some simple steps you can take to protect yourself.

RUN YOUR SECURITY UPDATES.

Your best line of defence is to ensure you have the latest updates for your system, as newly discovered vulnerabilities are patched all the time. Unsure how? Check Microsoft’s site for Windows updates, and Apple’s site for Mac updates.

INSTALL A VIRUS SCANNER AND A MALWARE SCANNER.

There are many great products on the market that will protect your system from viruses, trojans and malware. Whichever one you select, make sure you keep it up-to-date. Look for comparison guides on reputable sites like tech blogs or magazines that are dated with the current year. Suggested search: BEST VIRUS SCANNER 2017

UPDATE YOUR OPERATING SYSTEM.

Windows XP was revolutionary in its day, but that was 2001 – 16 years ago. It was retired in 2009, and Microsoft stopped releasing security updates for the most part in 2014. You may still be using it out of habit, preference, or because upgrading your system is out of your budget. These are all valid reasons to want to keep using XP, but ask yourself if this computer really needs to be connected to the internet given the risks. A current O/S will receive regular security updates to patch vunerabilities are they are discovered.

BEWARE OF POP-UPS.

If you’re going about your business on the net and a message pops up telling you your computer is vunerable or compromised and to call a number to fix it, just close and ignore it. It’s a pop-up ad, not a real notification of a problem with your computer. The scammers on the other end of the line will charge you hundreds, and may even install malware on your machine. In general, anything that pops-up should be treated with suspicion.

OPEN THINGS IN EMAILS WITH CAUTION.

Don’t open attachments or follow links in emails from people you don’t know. Exercise caution in opening attachments or following links in emails from people you do know – if it seems odd or out of character, contact them and ask if they sent it to you. If companies you do business with send you unexpected messages, stop and look for clues that might give it away as a scam, like links to websites you wouldn’t associate with the business. When in doubt, look up contact details for the business and ask them if the message is genuine.

DON’T REUSE PASSWORDS.

It’s such a nuisance to keep track of different passwords for every thing you do online, but it’s quite important to make sure you don’t reuse the same password. Hackers have been known to hack one site and steal the username/email address/password combinations, and then sell that list to other hackers. You can’t trust every site to have perfect security.

USE GOOD PASSWORDS OR A PASSWORD MANAGER.

A good password is long, uses a mixture of letters, numbers and symbols, doesn’t contain your name or other details people can easily guess, and is memorable to you. This can be hard to achieve! A simpler way can be to use a password manager to remember all your passwords for you.

ASK FOR HELP.

If something seems iffy, don’t just put your trust in it. Your computer-savvy friend, family member or colleague might be able to give you some good advice. If you’re lacking a handy guru, reach out to a computer professional like a local computer shop or technician, or ask your ISP.