PROBLEM DESCRIPTION
Customer reports that they are unable to access their VCN email or the internet using VCN dial up.
CAUSE OF ISSUE
- The VCN account is validated as TEXT
- The customer is not using the correct login ID
- The customer forgot their passworf
SOLUTION
- Ask the user for their name, VCN email account or login ID to verify that status of their account or if they are indeed registered in our system using putty
- users who are having issues with their dial up access, login to putty and verify that their account has PPP access
- For users who are having issues logging into Dial up or email, make sure that they are using the correct login ID (their email without the @vcn.bc.ca)
- If they are still unable to login despite using the correct login ID, get confirmation from the user to reset their password.
- If this does not resolve the issue, escalate to a senior staff