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+What should I do if I experience problems to access some websites?
• Check if all users or individual user experience/s the same accessing problem
• Bypass all internal network devices and connect PC to router directly to test
• Confirm source and destination IP addresses/website
• If failed to connect the service after taking above steps, please contact CITIC Telecom CPC Customer Service Center at http://www.citictel-cpc.com/EN/HK/Pages/customer-service-hotline.
+What should I do if I experience an internet service connection failure?
  • Confirm power is up on modem/router
  • Check cable connection between devices (modem/router).
  • Power off and resume power after 15 seconds on modem/router by sequence 
  • If failed to connect the service after taking above steps, please contact CITIC Telecom CPC Customer Service Center at http://www.citictel-cpc.com/EN/HK/Pages/customer-service-hotline.
+Can I administer my own company’s accounts of TrueCONNECT™ REMOTE IPSec/SSL service?
Yes, as a company administrator for TrueCONNECT™ REMOTE IPSec/SSL service, you can manage your user accounts (creating, deleting, modifying accounts) through an SSL-enabled and authenticated web site. The Account Management System allows you to manage you remote users in an easy-to-use interface. You can create users up to the limit of the service allowed. You can also delete user accounts and modify passwords of your users.
+Which IP address should I use to access the TrueCONNECT™ REMOTE IPSec/SSL service?
You have to assign one private IP address block from your whole TrueCONNECT™ private network for the dynamic allocation of IP address by the Central Gateway to clients. This IP address block should be unique and route-able within all your TrueCONNECT™ sites. For example, if you are using 192.168.10.0/24 & 192.168.20.0/24 for two TrueCONNECT™ sites, you may assign 192.168.50.0/24 for the TrueCONNECT™ REMOTE IPSec/SSL service use. The block is preferred to be a Class C private address block (i.e. 255 IP addresses) for easier identification.
+What should I do if I experience TrueCONNECT™ Express connection failure?
Check and confirm that the power is up on router.
Check and confirm that the internet connection is normal. 
Power off and resume power after 15 seconds on router.
If failed to connect the service after taking above steps, please contact CITIC Telecom CPC Customer Service Center atwww.citictel-cpc.com/EN/HK/Pages/customer-service-hotline
+What should I do if I experience TrueCONNECT™ Premium service degradation (packet drop/unstable or high latency/flapping/error)?
Check cable connection between devices (modem/media convertor/router).
Confirm source and destination IP addresses.
If failed to connect the service after taking above steps, please contact CITIC Telecom CPC Customer Service Center at http://www.citictel-cpc.com/EN/HK/Pages/customer-service-hotline
+What should I do if I experience TrueCONNECT™ Premium connection failure?
Confirm power is up on modem/media convertor/router.
Check cable connection between devices (modem/media convertor/router).
Power off and resume power after 15 seconds on modem/media convertor/router by sequence. 
If failed to connect the service after taking above steps, please contact CITIC Telecom CPC Customer Service Center at http://www.citictel-cpc.com/EN/HK/Pages/customer-service-hotline
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