Since returning to campus, junior Sophia Testani said she had trouble connecting to Ithaca College’s new Wireless Fidelity (Wi-Fi) system, even after contacting information technology (IT ).
“When the [ResNet] ‘Start Here Wi-Fi‘ didn’t show up again, I contacted IT and they were basically like ‘too bad so sad’,” Testani said. “My biggest concern is the fact that [the Wi-Fi] I don’t work and I can’t do my job or communicate with my family.
Wi-Fi coverage is provided to all residences, apartments, university and administrative buildings. Students must create an account with Apogee — a technology service that manages Wi-Fi on university campuses — to access MyResNet, the network for residences and apartments.
Like Testani, some college students are having trouble connecting to the new Wi-Fi system and growing frustrated with network delays.
On August 11, the Office of Residential Life sent an email to students, faculty, and staff explaining the My ResNet Wi-Fi upgrade. The previous old version of My ResNet was a 2.4 GHz network, while the latest My ResNet is a 5 GHz network. According to the email, the upgrade was made after many students regularly complained about issues with Wi-Fi.
Casey Kendall, Executive Director of Applications and Infrastructure, explained the reason this the college has decided to change its Wi-Fi system so that students can access additional functions and features. Kendall said some of the new features include 5G wireless for faster speeds. Additionally, Kendall said the upgrade has lower latency and supports more devices per student, from 10 devices to 15 devices. She also said that students should download the Apogee app so they can connect to the new Wi-Fi more easily.
“So the app aims, in the long term, to make it easier for students to find their services,” Kendall said. “The new Apogee portal offers a lot of help, information and documentation and even videos. So look for these rooms while you try to access them.
The Apogee ResNet team, which works closely with IT and notifies the college of any Wi-Fi issues, sent an email to students, faculty, and staff on August 21 apologizing for the issues with the new Wi-Fi system. In the email, Apogee said the issues were due to a combination of a new methodology as well as technical issues. Additionally, the email stated that Apogee had set up a team of engineers working on improving the service.
Teresa de Onis, vice president of marketing at Apogee, said via email that Apogee is working to isolate and eliminate issues with the new Wi-Fi. She said the reason many students have had problems with Wi-Fi is due to the way the network handles large numbers of people during heavy traffic times. Additionally, she said Apogee will continue to communicate with students and faculty until all issues have been resolved.
“Apogee acknowledges and accepts full responsibility for the current Wi-Fi issues experienced by students at Ithaca College,” de Onis said via email. “Our success is defined by our ability to go unnoticed, allowing every Ithaca College student to seamlessly connect and access reliable, high-performance Wi-Fi without worrying about who provides it. We apologize for not meeting this standard during this year’s move-in period. This is unacceptable for the Ithaca College team and unacceptable for us.
On August 22, Apogee technicians met with Residential Assistants (RAs), Senior Residential Assistants (SRAs), Apartment Assistants (AAs) and Human Resources (HR) staff to share their feedback on the new WiFi system.
Senior David Teska said he transferred to Clark University’s Ithaca College in the spring of 2022. When Teska transferred, he said he initially had trouble connecting to Ithaca College’s new network. However, Teska said he was able to connect to the network after following the instructions on ResNet Start Here in addition to talking to someone about IT. Teska said it was easier to connect to a single network at Clark University as opposed to multiple networks at Ithaca College.
Teska said that while the process of connecting to Wi-Fi isn’t difficult, he thinks IT and Apogee can explain the process better.
“It was just a series of text messages and emails,” Teska said. “I think if they put out an email with a flowchart or some sort of graph that shows you everything visually, that would be a lot more helpful than trying to piece together the whole situation from those update emails. couple day.”