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It’s not uncommon for some students to experience internet issues when returning to campus for a new semester. Issues can stem from many things including device settings, nearby interference, or incompatibility with the network (depending on the device). Below are steps you can take independently or with support from our team if you submit a help request.
Topics in this article
Troubleshooting General Network Connection
- Connect only to the "UST" network
- If your device has previously connected to “UST-Open” or “Eduroam,” please forget those networks.
- Connecting to multiple networks can cause your device to switch between them, leading to service issues.
- Keep your devices fully updated
- Especially for Apple devices, OS updates often include important driver updates that affect connectivity
- Disable wireless signals from smart devices
- Devices like Roku, wireless printers, and other “smart” tech may emit signals that interfere with campus Wi-Fi.
- Follow manufacturer instructions to disable hotspot or broadcast features on these devices.
- Avoid using personal hotspots
- Hotspots from phones or other devices disrupt the UST Wi-Fi and affect your neighbors.
- Be sure to turn off hotspot features, especially in student housing
- Remove unauthorized equipment
- Specific Device Help
Potentially Problematic Networks or Devices
While connecting to UST, you should only see networks labeled UST, UST-Open, or Eduroam. If you notice other network names nearby, take a moment to investigate as these may be interfering with your connection.
- Check your own devices first
- Some smart devices (e.g., Roku, wireless printers, or mobile hotspots) can broadcast their own network names. Make sure these features are disabled.
- Avoid creating personal networks
- Students should not set up personal routers, hotspots, or access points. These violate the University’s Responsible Use of Computing Resources Policy and can disrupt service for others.
- Report unknown networks
- If you're confident the network isn’t coming from your own device or a known neighbor, please report it to IT. Include the network name and your location so we can investigate.
- Visibility could indicate interference with the UST wifi in your area
- If you can see the network, it may be close enough to interfere with your Wi-Fi experience even if you're not connected to it.
Game System Advice
- Most game systems will need to have their MAC address added to the MyDevices Portal (device with status "pending" are successfully registered) and then will need to reboot and connect to the UST-Open network see this KB for more detail.
- For a wired connection for a game system, simply plugging the gaming device into the correct network wall jack should work. The gaming device should automatically connect and be profiled after it is restarted.
Smart or IoT Device Advice
- Many of these devices do not work on campus networks and can actually interfere with the existing network infrastructure.
- For devices that can work on the University’s network, users will generally need to:
- Find the MAC address of the device
- Add the MAC to the MyDevices Portal (device with status "pending" are successfully registered)
- When the device says status "pending" then it is successfully registered
- Now connect the SMART device to the UST-Open network
- Devices wirelessly interacting with the SMART device will generally also need to be connected to the UST-Open network
When Requesting Help
If issues persist after troubleshooting, please include the following in your support request:
- Where is the building and specific room of your residence?
- Callback phone number in case technicians need to reach you to troubleshoot your residence?
- Is the wifi working in some parts of you residence, but not others? Where specifically does it work and not work?
- Is it at certain times of the day that there are issues?
- Do you have roommates or neighbors that are also experiencing this issue?
- What are the UST usernames of all affected users?
- Specific Make, Model, and MAC address of all affected devices.
Providing this information helps us investigate more efficiently. Without it, resolution may be delayed.