Frequently Asked Questions (FAQs)

This page provides answers to the most frequently asked technical support questions concerning AT&T Virtual Private Network Service. The questions are organized by category; click on the category of interest OR scan the entire page:

• Contacting Technical Support
• Dial Access
• Dedicated Access
• Security
• Routing Protocols
• International
• Billing/Charges

Contacting Technical Support

Who should I call if I have questions or am having trouble with my AT&T Virtual Private Network service?
If you are a user, contact your Customer Point of Contact (CPOC) or, if your company has purchased the End User Support Option, you can call the phone number supplied; you will need your PIN (Personal Identification Number).

If you are a CPOC, contact Customer Care by phone using the number provided in your CPOC Guide. This number is available only to CPOCs. Recorded prompts will direct you to the appropriate group.

For more information, see Contact Information.

What is the e-mail address for Technical Support?
You can contact us via e-mail at vpnts@attccss.com.

You can also provide feedback to us about the AT&T Virtual Private Network service by completing the online form available from this Web site at Feedback About the Service.

How can I be notified of scheduled maintenance?
You can access our Network Status Web page.

Also, your CPOC, as listed in our records, will be notified by e-mail of any scheduled maintenance.

What Customer Care options are available?
As a CPOC, you receive tiered support for the AT&T Virtual Private Network Service. A Customer Care contact number is provided in your CPOC Guide. For more information, see Contact Information. Optionally, Tier 1 Customer Care support for end-users can be purchased.

You can also contact your AT&T Data Networking Account Executive (DNAE) for more information.

BACK TO TOP

Dial Access

What is the client software?
Client software enables you to set up and configure your AT&T Virtual Private Network Service account. The client software is available for a variety of operating systems. For more information, see Publications/Software.

What client versions of the client software are available?
A variety of client software versions is available. Please see Publications/Software.

Why isn't Macintosh supported for dial-up users?
The PPP dialer for Macintosh does not support some of the security features required for AT&T Virtual Private Network Service. AT&T will support Macintosh as soon as a dialer supporting all security features is available.

Is Microsoft Windows NT currently supported?
Yes, Microsoft Windows NT 4.0 is supported. Please see Publications/Software.

Will I be able to use unsupported client software (e.g., UNIX)?
If you would like to use client software different from that provided by AT&T, AT&T Customer Care technical support will not be available.

I don't use the client software. Is there a script for CUG users?
Please note that AT&T only supports the client software. Therefore, the following script may be used but it is not supported:

procmain
  waitfor "on'
  Transmit "%%cug%%^m";
  delay 1
endproc

Will there be a long distance charge if I am not located within local dialing distance of an AT&T Virtual Private Network Service access number?
Yes, 800 number access is available at a per-minute charge or you can use the nearest access number, which may be a toll call for you. To determine if you need to use the 800 number or use a toll call, please see Access Numbers, on this Web site.

How do I configure my native Windows 95, 98, or NT dialer to access AT&T Virtual Private Network Service?
For information, procedures, and dial up scripts, see Configuring Native Dialers.

Is Tunneling generally available?
Tunneling is supported by all downloads versions of the AT&T client software. Please see Publications/Software.

BACK TO TOP

Dedicated Access

Can my company's current frame relay access and PVC be used?
Will AT&T manage that router?
You can use your current frame relay access facility, but AT&T will provision a new PVC for AT&T Virtual Private Network Service when the service is ordered. AT&T does offer managed router services. For more information, please contact your Data Networking Account Executive (DNAE).

BACK TO TOP

Security

Will our company need its own firewall for security with the service?
AT&T Virtual Private Network Service performs authentication in the network so if you use IP Closed User Groups (IP-CUGs), a firewall may not be necessary. However, if you are especially security conscious, it may be a good idea to have one anyway.

BACK TO TOP

Routing Protocols

Can I have static IP addresses?
Static IP addresses are not currently available for remote users of AT&T Virtual Private Network Service. However, using the IP Closed User Group (IP-CUG) or Dial Destination Restricted features, you will be able to limit access to dedicated sites to small groups of users. Static IP addresses will be supplied for dedicated connections.

BACK TO TOP

International

Can I call the Client 800 numbers from Canada?
Yes, Client 800 numbers can be called from Canada.

BACK TO TOP

Billing/Charges

NOTE: For additional information, see Billing Information, in the Tools/Reports area of this Web site.

Will there be a long distance charge if I am not located within local dialing distance of an AT&T Virtual Private Network Service access number?
Yes, 800 number access is available at a per-minute charge or you can use the nearest access number, which may be a toll call for you. To determine if you need to use the 800 number or use a toll call, please see Access Numbers, on this Web site.

Can I get electronic access to my bill?
Yes. For more information, see On-line Bill Inquiry System, in the Tools/Reports area of this Web site.

BACK TO TOP