How do I Escalate a Wi-Fi Issue to Infrastructure?
When students or staff members cannot connect to a Wi-Fi network or face issues like dropped connections or slow internet speed that the Help Desk cannot resolve, Infrastructure will need to be notified to correct the problem.
It is important to verify how many users are affected, how long the issue has been going on, and whether the problem persists. Performing basic network troubleshooting steps, such as resetting passwords and testing connectivity on other devices, can help to determine the severity of the issue and whether it is necessary to escalate the problem to Infrastructure.
By doing so, you can avoid unnecessary delays and help Infrastructure to quickly and efficiently resolve the issue. It is crucial to verify the problem before notifying Infrastructure to ensure that it is not a minor issue that can be resolved through simple troubleshooting steps. This will help to prevent any inconvenience caused to users due to unnecessary network downtime.
- Verify Credentials: Verify for case-sensitive characters, account status, and expired passwords. If necessary, reset their password and attempt to log in.
- Test Connectivity: Try using your device and account to test connectivity to the network. Ensure the device used is compatible with the type of network (2.4ghz or 5ghz).
- Check Other Users: After verifying that more than one user has connectivity issues, use the Infrastructure On Call Number 312-329-6601 option 7 to inform them of the outage.
- Follow up: Follow up with Infrastructure and confirm with end-users when the issue has been resolved