Communications Service Network

Place phone and network orders early

Summer is a high-demand time for departments to move and update telephone and network services. To help ensure your telecommunications work and associated billing for summer renovations are completed on a timely basis, Network Infrastructure and Services (NI&S) recommends that you submit your Interdepartmental Communications Requests (ICRs) before the following dates:

  1. April 18, 2016 - for work to be billed in FY 2016 (work must complete or cell phone be delivered no later than May 15).
  2. June 15, 2016 - for work to be completed before August 31, 2016.

The online (ICR) is available at

Estimates to accommodate large departmental moves and renovations, should be requested using the form at :

For additional information, please contact a NI&S Customer Support team member at 1-6460 or via email to


Upgrades of Avaya Phones and Messaging Service on June 6, 2015

System upgrades will be applied to Avaya IP, digital and analog phones, and non-UC analog phone lines (including fax machines and credit card readers) between 5:00 and 5:30 a.m., Saturday, June 6th, 2015. This activity will not affect availability of these services.

The Avaya Messaging Service will be upgraded between 7:00 and 10:00 a.m., Saturday, June 6th, 2015. Voicemail messages received or saved prior to the start of this work will be unavailable during the upgrade window. Messages may be accessed again following the upgrade.

Should you encounter problems with these services (access to messages after the voicemail upgrade), please contact 4Help at 540-231-4357 or on the web at


NetApp Maintenance Sunday, June 29th to interrupt some services

Maintenance for the central network storage system referred to as, and is scheduled for Sunday, June 29, 2014, from 8am to 10am. This will include hardware maintenance on 'minnow' that requires a reboot while *not* in failover mode, thereby interrupting services dependent on that machine.

Along with this maintenance, the NetApp authentication for Windows will move from the AIS child domain to the CNTRLSRVS child domain in the Hokies Active Directory. Windows users of NetApp on both 'minnow' and 'skipper' will lose connection to their network attached storage or NAS shares during the maintenance and will need to reconnect after it's completed.

Services that rely on the Netapp and will be down during the maintenance:

  • Exchange
  • CNRE department shares
  • Mystore and Mystore2
  • Department shares on the NAS

Services that should not be affected during the Netapp maintenance:

  • VT Confluence
  • JIRA
  • Banner Document Management System/Application Xtender

Technology-enhanced Learning and Online Strategies

  • Scholar
  • FDI Registration
  • SPOT Survey
  • iTunesU

Ensemble Content Management System-Publishing only

Web Hosting

  • All hosted websites
  • MySQL Databases associated with hosted websites
  • VT Calendar (
  • VT Survey (

Filebox - All fileboxes

Following the scheduled maintenance, problems should be reported to 4Help at 540-231-4357 or via


Cable Television Programming Transition

Network Infrastructure and Services has cutover to a new provider for the Virginia Tech Cable Television system. The new service provides 100% digital signal service across the channel lineup with significantly more High Definition channels available.

Television sets that process analog-only signals are not compatible with the new system and therefore will not work. Television sets purchased prior to 2006 will likely not be compatible with the system.

For television sets that have digital processing capabilities users will need to reprogram them to discover the digital signals of the new service. Many sets will have an Autoscan function to learn new channels. This function should be run in "Full" mode, or if the set has a digital channel scan function that function should be used. Depending on the manufacturer of the unit and its capabilities, this process could take up to 45 minutes to complete. Most units can be programmed or put into setup mode for learning new channels through the Remote control, but for those using a universal remote this may not be an option. Most units will have buttons underneath on the side panels or on the back of the set that will allow setup and configuration to be performed.

While the majority of the cutover was complete on May 20, 2014 there are still some locations, primarily The Inn at Virginia Tech (hotel side), that are currently working on the old analog signal. Cutover to the new cable television system at The Inn is scheduled for Tuesday, May 27.

There are still many activities involved in fine-tuning the distribution system for optimal signal performance throughout university buildings. Many users may find after programming their sets that they have acquired several new channels, but there may be some signal degradation to new channels especially those in the higher channel range. This will be corrected over the next few weeks as each building is visited by NI&S engineers, and the main building feed for the cable television system is adjusted to obtain proper signal levels for the new digital service.

To report cable problems, please call the Virginia Tech Operations Center (VTOC), 24 hours per day, seven days a week at 1-6780.


Upgrades to Impact Voicemail, Phones

System upgrades of the campus telecommunications network are scheduled for May 30 and 31, 2014.

May 31, 4:30 a.m. - 5 a.m. - Telephone service unavailable:

System upgrades will affect Avaya IP, digital and analog phones, fax machines, credit card readers, Rolm phones, and non-UC analog phone lines. Telephone service will be unavailable for about half an hour beginning at 4:30 a.m. Saturday, May 31, 2014.

May 31, 12 p.m. (noon) - 5 p.m. - Voicemail service interrupted:

The upgrade work will interrupt Avaya voicemail service between noon and 5 p.m., Saturday, May 31, 2014. Voicemail messages received or saved prior to the start of this work will be unavailable during the upgrade window. They may be accessed again after 5 p.m. Voicemail received during the maintenance window may be accessed throughout and following the upgrade.

Computers with access to the network (whether connected via an Avaya phone or otherwise) will retain access throughout the upgrade.

Note: Residence hall phones may be used to call 911 during the upgrade.

Remaining system upgrades will continue Saturday, May 31, after 4 p.m., and if necessary, into Sunday, June 1. These remaining upgrades should not impact service to customers. Following the upgrades, service issues may be referred to the Virginia Tech Operations Center at 540-231-6780.

Questions about the upgrade may be referred to Jeff Kidd, with Network Infrastructure and Services Public Relations, via email: or by phone: 540-231-3932.


Place spring/summer telecommunications orders early

Summer Break is an especially busy time for Communications Network Services, a unit of Network Infrastructure and Services (NI&S). To better accommodate your summer renovations or moves, which involve new or changed telecommunications services, please submit your requests before the following dates:

  1. Order before April 20, 2014, to bill in FY 2014: For telecommunications work to be billed during the fiscal year ending June 30th, 2013, Interdepartmental Communications Requests (ICRs) must be received by NI&S not later than April 20th to ensure sufficient time to complete the work by May 25th.
  2. Order before June 30, 2014, to complete work by Aug. 31: For new service, equipment installation or assistance with a move to be completed before August 31st, Interdepartmental Communications Requests (ICRs) must be received by NI&S not later than June 30. ICRs received by NI&S later than this date may not be completed until after the fall semester begins.

The Interdepartmental Communications Request (ICR) form may be accessed via Customer On-Line Access (COLA) at:

Large departmental moves and most renovation projects should be submitted via the NI&S "Request for Estimate" form at:

Once again, NI&S expects a busy summer ahead and anticipates more activity associated with the ongoing implementation of Unified Communications services on campus. The Unified Communications transition schedule is regularly updated and may be viewed at:

To better serve your communications requirements please contact a NI&S Customer Support Services team member at 1-6460, or visit


Be aware of the One-Ring phone scam
March 28, 2014

Scammers are using auto-dialers to call cell phone numbers across the country. Scammers let the phone ring once -- just enough for a missed call message to pop up.

The scammers hope you'll call back, either because you believe a legitimate call was cut off, or you will be curious about who called. If you do, chances are you'll hear something like, "Hello. You've reached the operator, please hold." All the while, you're getting slammed with some hefty charges -- a per-minute charge on top of an international rate. The calls are from phone numbers with three-digit area codes that look like they're from inside the U.S., but actually are associated with international phone numbers -- often in the Caribbean. The area codes include: 268, 284, 473, 664, 649, 767, 809, 829, 849 and 876.

If you get a call like this, don't pick it up and don't call the number back. There's no danger in getting the call: the danger is in calling back and racking up a whopping bill.

Read more from the FTC website

Information about recurring and systemic university email issues.
January 7, 2014

A ticket was opened with Google to address university email problems right before the winter break. We continue to work with their engineers.

University email system administrators are also researching a couple additional problems identified late Monday, January 6th: 1) email being rejected that should not be and 2) bounced email sent to a user who never sent the email. What we know at the moment:

Regarding #1, mail rejected with 5xx error messages:

Mail sent to VT Exchange users was being rejected by the VT Exchange servers if it was forwarded by certain VT mail relays ( This resulted in "<<< 530 5.7.1 Client was not authenticated" messages. Email bounces happen often for a variety of reasons. If a sender receives a bounce (of a legitimate message) they can either resend the message, or call the recipient. This problems is believed to have been fixed sometime between 3 and 4 p.m., Monday, 1/6/14.

Regarding #2

Google is/was rejecting some mail as spam. Senders received

... while talking to <<< 550-5.7.1 [...] Our system has detected <<< 550-5.7.1 that this message is likely unsolicited mail. [...] 554 5.0.0 Service unavailable

This is being addressed with Google.

Information about other recent email problems, follows in Q&A format:

Q1. Why is email being caught now by Google's spam filtering?

A1. The VT Google App email service has been capturing spam since the university transitioned to it. However, Google modified their spam filtering mechanisms in December, resulting in an increase in the number of emails identified and captured as "spam." Also, many users have not regularly checked their VT Google Apps email Spam folders prior to the recent modification. A ticket was opened with Google to review the issue right before the winter break. We continue to work with their engineers.

Q2. Why can't we obtain a spam filtering service that VT can better control?

A2. No spam filter is perfect. Any anti-spam solution will have its version of false positives. We are looking at spam filtering alternatives for Exchange, however.

Q3. I check my VT Google Apps email occasionally. Is there anything I can do?

A3. When logged into VT Google Apps email, if you find missing legitimate emails in the Spam folder, be sure to mark them by clicking the "Not Spam" button to train Google's spam filter that they are legitimate messages.

Q4. Any other advice?

A4 a. Three suggested methods to manage spam:

b. As mentioned in the above references, VT Exchange users should be sure to monitor both the "Spam" and "Inbox" folders of their VT Gmail accounts.

c. Legitimate messages in the VT Google Spam folder should be selected and the "Not Spam" button clicked.

d. If you find a "missing" message in your VT Google Inbox, be sure to forward it to your preferred email account/address.

A brief voicemail message will be distributed to employees' work phones about this topic. Additional information will be posted as it becomes available.


Production Exchange potential service impact Dec 2-6 - courtesy reminder

During the week of December 2-6, 2013, a Microsoft Premier Support Engineer will be on-site assisting the university's E-Communications Services and Windows Administration Services /ECS-WAS and Microsoft: Secure Infrastructure Services/M:SIS teams with extending the on-premise Exchange environment to support a hybrid cloud infrastructure. This is Phase One of the VT Office 365 project which includes extending our Exchange environment to support the ability to live migrate user mailboxes into the Microsoft Office 365 Exchange 2013 environment.

During this timeframe, the production on-campus Exchange service may encounter brief mail delivery delays, active sync and calendar slowness and the potential for auto discovery changes to occur. We appreciate your flexibility during this deployment and we will work to minimize any production impacts as we improve this service. For critical service issues related to Exchange, we will utilize the "Current Computer Status" banner and cross-post to the technical support listserv (techsupport).

VT AD child domain compromise and active directory exposure

For more detailed information, including best practices and technical analysis, VT affiliates may refer to:

On Friday morning, October 4th, 2013, staff from the central IT Systems Support department discovered unauthorized services running on one of the domain controllers for Central Services (cntrlsrvs). Investigation of other systems searching for the evolving fingerprint of the attack began immediately.

Over the course of the next several hours we determined that the following showed evidence of the attack:

  • one or more domain controllers in CNTRLSRVS, AIS, and UC,
  • VT WSUS servers,
  • the licensing server for the ESRI ARC GIS software
  • one of the IAS servers associated with VT-Wireless, and
  • some test systems.

A domain admin account was used on the domain controllers.

The exact vector is unknown, and awaits forensic analysis of the system snapshots by the IT Security Office, although a brute force attack on the admin account is suspected. There was a period where Group Policy Object (GPO) was partially unconfigured. We do see traces on some machines back to at least Aug 14, 2013.

Please note that no evidence is present that the password hashes were exported, or that the domain account was used to do anything other than install a proxy service on those machines. In fact, currently no machines without that service user have been involved.

With the concurrence of IT management and the Computer Incident Response Team (CIRT), our mitigation plan did not implement the usual recommendation of "Burn it down and start over." This would have crippled, as well as 1000+ systems belonging to various departments, notably including Athletics, the VT Police Dept., and the Office of Emergency Management at 5:15pm on the Friday of homecoming weekend.

At this point all admin credentials, policies, group memberships, etc., have been reviewed, accounts have been temporarily locked where possible, and passwords have been changed on the domains in question. No local user accounts were locked. Several temporary router blocks at the border have been implemented to assist with containment and detection.

All the Domain Controllers that possess the compromised service account (whether known to have been compromised or not) have been replaced with fresh systems with Active Directory data. Clean replacement systems are being built for the non-critical machines and Systems Support will work with the appropriate application administrators to bring services back into production.


Allow us to stress some key things that are *NOT* part of this incident.

This incident is:

  • NOT an exposure of HOKIES accounts
  • NOT an exposure of the general domain forest
  • NOT, to the best of our knowledge, an exposure of any personal, or PII, or PCI information.


More technical details on the attack fingerprint will be forthcoming separately.

In the interim, we strongly urge administrators who have systems that are joined to the affected domains:

  • AIS,
  • and UC,
to please perform due diligence and check your systems for unusual activity. We also recommend that you change the password of any local users you created in your OUs.

Again, we have no evidence to cause us to believe that the problems extend beyond the systems that were already discovered, but good security practices dictate that we assume otherwise.

We will distribute more information via the usual channels as we have it.

Send questions or information to


Urgent maintenance of load balancing equipment Saturday morning, October 5, 2013

To address network problems encountered on Thursday, September 26, 2013, with the campus Server/Applications Load Balancing equipment (in the ISB datacenter), maintenance is scheduled for tomorrow, Saturday, October 5th, between 5 a.m. and 7 a.m. The backup load balancing equipment will be serviced first, then brought online. Once that step successfully completes, the primary load balancing equipment will be serviced, then returned to operation.

Various campus services may be impacted--we anticipate briefly--including, ldap, auth, CAS,,, banner, email, filebox, etc. Expected downtime will be minimal, though the full maintenance window is reserved in the event of unforeseen problems. Following the maintenance, network problems should be reported to the Virginia Tech Operations Center by calling 1-6780.

Late summer telecommunications orders

As you undoubtedly are at this time of the year, Communication Network Services (CNS) is busy completing work related to summer renovation projects or faculty/staff moves before the start of the Fall semester. This year the volume of telecommunications summer work is unusually heavy and CNS is especially busy with the ongoing implementation of Unified Communications services on campus.

So please understand if you have not already submitted an Interdepartmental Communications Request (ICR) for telecommunications service, CNS cannot guarantee that new requests for service can be completed prior to the start of the Fall semester. We will do everything possible to accommodate newly submitted orders, but even expedited ICRs may be challenging to fulfill due to the current volume of orders. Please forward questions to CNS Customer Support Services via or by calling 540-231-6460.


Campus Internet access to be interrupted

UPDATE:The campus core and border maintenance has been postponed until August 2.

Campus access to the Internet will be interrupted on Friday, August 2, 2013, to upgrade equipment at the core of the university's data network, along with the switches that connect the campus to the Internet. The upgrade will begin at 11:00 p.m. and is scheduled to conclude by 7:00 a.m. on Saturday, August 3, 2013. This interruption will impact both incoming and outgoing Internet traffic, but will have only a minor effect (two to five minutes of disruption) on network traffic that stays local to the campus. The university homepage ( will be available from our emergency recovery site, but most other services which require connectivity beyond the university campus will be unavailable.

The campus data network is the foundation for the university's Internet communications. These “core and border” network components require an upgrade in order to support the expanding and increasingly sophisticated requirements of Virginia Tech's academic, research, administrative, and public safety functions.

Following the upgrade, the university will be better-positioned to conduct network maintenance, with higher reliability, shorter resolution times and without service impacts, all of which will maximize flexibility for responding to current and future university communication needs.

We will continue to keep the university community informed and provide reminders as the date draws closer. Questions may be referred to NI&S via or by calling 540-231-6460.


University Wireless Network Changes

Beginning July 1, 2013, Virginia Tech will transition to a new service to simplify the initial connection of a device to the university's wireless network. When a student, faculty or staff member connects a Wi-Fi enabled device to the campus network for the first time, they should select the CONNECTtoVT-Wireless (replaces VT_WLAN) network and use Cloudpath's XpressConnect service. The XpressConnect wizard will provide simple on-screen steps to authenticate the user, configure the device and quickly connect to the secure VT-Wireless network.

After the device's initial configuration and connection, each subsequent connection to the university's VT-Wireless network will be automatically authenticated and connected. VT-Wireless uses the IEEE 802.1x authentication standard, which provides increased security by encrypting network traffic between the user's computer and the wireless access point. The XpressConnect wizard will minimize configuration errors and ensure reliable connections.

Concurrent with this transition, NI&S will standardize the combination of a Network ID (same as your PID) and network password as the single set of authorization credentials to simplify network access. These credentials will serve all your network access needs, both wireless and VPN. All users who have been connecting to VT_WLAN are required to set up a network password on; information is linked on the XpressConnect webpage for setting up one's network password.

NOTE: If you are currently using your Hokies credentials to access VT-Wireless, they will continue to work after the change. You will still use your PID and PID password to access services that require PID and PID password credentials.

Please forward questions or comments to 4Help online or by calling 540-231-4357.


Possible brief interruptions of Outlook Webmail, Active-sync

A Microsoft Engineer will be on site this Wednesday and Thursday (6/19 and 6/20) to work with the university mail team on configuring Exchange to work with Office 365. Though not planned, there may be a need over the two days to briefly interrupt service to Outlook Web Access ( and active-sync serving mobile devices. Interruptions should last only 10-15 minutes. Questions may be referred to 4Help online or via phone: 540-231-4357.


University E911 System Upgrade Scheduled

Virginia Tech's E911 telephone system will be updated by Network Infrastructure and Services (NI&S) on Saturday, June 8, 2013, between 10 a.m. and 6 p.m. 911 services will be continuously available during the maintenance effort. Questions about the upgrade may be referred to NI&S' 4Help Center at 540-231-4357.


Telecommunications Billing Scam

Network Infrastructure and Services (NI&S) has learned of a telecommunications billing scam that some university departments have inquired about. A PDF copy of a bill from the alleged company, "UST," for a "Telecom Maintenance Agreement" may be viewed here. Should you have questions about your university telecommunications charges, feel free to send inquiries to or, call 540-231-6460 and ask for a NI&S Accounts Receivable staff member.



Enterprise Storage System Maintenance, March 9, 2013

Virginia Tech's enterprise EMC VNX5700 storage system is scheduled for maintenance, March 9, 2013. WILL be available during the maintenance.

Beginning at 12:01 a.m. through noon Saturday, March 9th, all virtual machines on the storage system will be UNAVAILABLE, interrupting the following services:

  • Email clients in general, and especially those used off campus (which access, will not be able to send email during the maintenance. Incoming email will still be received and processed.
  • Data Warehouse
  • Banner production database
  • Banner applications:
    • Internet Native Banner
    • Self-Service Banner (aka Hokiespa)
    • Banner Workflow
    • Travel & Expense
    • Effort Reporting
  • Learning Technologies Applications
    • FDI Registration
    • SPOT Survey
    • iTunesU
  • Timeclock Plus
  • VT Office Communications Server
  • VT Windows Software Update Service/VTWSUS
  • Network Backup Service including TSM and NetWorker
  • and
  • Remedy

Please contact 4Help at or call 540-231-4357, with questions.


CNS Phishing Scam Reminder

Virginia Tech e-mail system users are often harassed by online phishing messages. Phishing is the act of sending an e-mail falsely claiming to be an established legitimate enterprise in an attempt to scam the user into surrendering private information that will be used for identity theft ("phishing" Private information requested in phishing e-mail messages often includes user names, account passwords, credit card, social security, or bank account numbers.

Do Not Respond!

Although Virginia Tech continually warns e-mail system users about phishing scams, some users are still responding to phishing messages. The University does not monitor e-mail content and cannot determine whether e-mail system users are providing their credentials, but responding to these scams in any way can have a negative effect and is likely to increase the amount of spam received.

Never Share Your PID & Password

Virginia Tech will never request your PID and password. No matter how eloquent, realistic, or grammatically correct a note appears to be, if it requests your password or other personal information, it is fake. Do not respond to any e-mail messages requesting your Virginia Tech PID and password. Anyone who requests this information intends to use it in a malicious manner.

More E-Mail Security Tips

  • Never send any passwords of any type via e-mail - don't be part of the problem!
  • Change your PID password occasionally
  • Don't use your VT PID password as a password for other acccounts, especially if you use your PID as your user/account name.
  • Consider using an e-mail alias instead of your PID as your e-mail address. For more information, see Using E-mail Aliases With Your VT Mail Account.

To keep up-to-date with current phishing schemes (in email and social network sites like Facebook, Twitter, LinkedIn and others) take a look at

Communications Network Services
1770 Forecast Drive (0506)
Blacksburg, Virginia 24060
(540) 231-6460
Virginia Tech Communications Network Services Virginia Tech Communications Network Services