This article gives guidance on fixing issues while connecting your device to the Wi-Fi network in the Halls of Residence.

Summary

There are some tests we will usually ask you to do to help us isolate the problem. For example:

• you are unable to connect to eduroam Wi-Fi at all in your room,
• the connection may keep dropping out,
• you may find it only connects in certain parts of your flat. 

In all cases, if you run through these tests in advance we will be able to resolve your problem more quickly.

One of your devices cannot connect

If the problem is only affecting one of your devices, then the problem is likely to be with the device itself.In this case:

1. Try forgetting the eduroam connection

2. Reconnect your device

Step-by-step instructions to forget the network and to reconnect your device can be also found in the following articles:

• Connecting your laptop to eduroam from Windows or macOS (sections "Losing your connection to eduroam")
• How to connect your mobile device to eduroam (section "If you lose your connection")

If you still have problems, please get in touch with iSolutions:

• Log the problem through our online portal
• Call serviceline 023 8059 5656
• Visit the helpdesk in the Hartley Library
• serviceline@soton.ac.uk

Any of your devices cannot connect

Case 1 - You cannot connect any device anywhere

If you cannot connect with any of your devices in you room:

1. Try in the shared areas or corridors
2. If you still have troubles, take the devices to campus and see if you can connect to eduroam there.
3. If you cannot connect on campus, take your devices to the helpdesk in the Hartley library to check the configuration.

Case 2 - You cannot connect your devices in your room

If you can connect in the shared areas or on campus but still cannot connect in your room then it is likely that you have a coverage problem in the room itself. In this case, please log the problem with us any of the following methods:

• Log the problem through our online portal
• Call serviceline 023 8059 5656
• Visit the Tech Hubs in the Hartley Library or in the Sir James Matthews Building
• Email serviceline@soton.ac.uk

Please be sure to include the following information:

• The name of your hall of residence and your block/flat/room number
• The results of the testing you have done described above
• Whether you are happy for an engineer to visit your room to fix the problem when you are not present.

Find more information about where to find the Tech Hubs and their opening times in the web page "ServiceLine - The IT helpdesk" (section "Tech Hubs: Access in-person support")

Related content

Connecting your devices to the internet network in the Halls of Residence

How to connect your laptop to eduroam Wi-Fi service

How to connect mobiles and tablets to eduroam Wi-Fi service