Contact the Korcett Support Team at 800-379-3729 and not your building's front desk. Your Residence Life staff will not be able to help you troubleshoot.
If you have Korcett equipment in your unit that belongs to the University, please do not unplug it. Doing so will not only cause you more Internet issues, but will also create problems for the residents around you.
In order to best help you, call from the room/area in which you are experiencing the problem, and please have the following information ready for the Support Guru who answers your call:
- Your first and last name
- Name of the building where you live
- Your unit number
- Your phone number
- The problem you're having with the Internet
- Have ticket number ready if calling about an existing issue
Q: What happens when I call the Support Desk?
A: Your call will be answered by a Support Team Guru who will walk you through some quick troubleshooting steps. In order for them to do this, you will need to be in your room, with your device that is presenting the issue, when you call in to troubleshoot.
Q: What is the purpose of a Korcett Ticket Number?
A: Your ticket number is the fastest way for Korcett's Support Team to look up your account and keep track of past or existing Internet related issues.
Q: Why does my wireless connection seem to slow down in the evening?
A: Please remember that Internet speeds are guaranteed through your Ethernet connection. If you are connecting wirelessly, speeds vary depending on the number of devices that are connected simultaneously. If your wireless is slow during peak hours, please redirect your device to the wired Ethernet connection port located in the wall using an Ethernet cable.
Q: Can I expect uninterrupted wireless internet connection at all times?
A: While Korcett strives to provide you with uninterrupted wireless internet connection at all times, it is unrealistic to think there won’t be issues every once in a while. Korcett is always working to enhance the network and add to it’s stability. Please remember, you are sharing this network with 6,000 classmates and your actions could impact your connection as well as theirs. Illegal downloading can lead to viruses that infect the entire system. Personal routers and other devices hurt your connectivity and that of those around you and their use is prohibited.
Q: How can I tell the difference between a service outage for regular maintenance and a wireless network failure?
A: You should be notified of any and all regularly scheduled maintenance outings. Korcett intentionally schedules maintenance during low traffic times.
Q: Why should I call the help desk if the service is out throughout the building? Shouldn’t Korcett already know about this?
A: Many times outages perceived to be building-wide may actually be more localized. If you are not 100% certain a building-wide outage is causing your service disruption, it is always advisable to call the Korcett help number. Your call could help Korcett identify a more specific problem closely associated with your area of the residence hall. Examples of this might be a problem with a single access point or a rogue student device causing interference.
Q: Is there a limit to the number of devices that can be connected to the wireless network at any given time?
A: There is no limit to the number of devices that can be connected to the network at any given time. However, if you are looking to improve your own performance and you are using multiple devices at one time, you can discontinue use of one to improve performance of the other.
Q: What’s the difference between a wireless internet connection and a wired internet connection? Is one more stable for completing class work? More secure?
A: A wired connection will always provide you with a better signal as they are not as susceptible to RF interference. Think of your wireless signal like your car radio. When you drive behind a mountain or get too far from the source, your radio signal will degrade and begin to crackle. Wireless internet operates in much the same way and interference can be cause by a number of different things ranging from bluetooth devices to some microwaves.
Q: What can I do to make sure my device can connect (and stay connected) to the wireless network?
A: If you are having connection issues, it could be caused by RF interference. If you are using a bluetooth device, try disabling the bluetooth function to improve connectivity. If you have a personal router pugged in, you should disconnect it permanently, as their use is prohibited. It interferes with the system and only hurts connectivity for you and those around you. If these steps haven’t fixed the problem, and it is not related to a building wide outage, call the Korcett help desk for more advanced trouble shooting techniques.