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Troubleshooting VCN Account

VCN account access issue

Posted January 26, 2014 by VCN.
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

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