To our campus community,
Our continuous monitoring of the network user experience this week shows the Wi-Fi issues that campus experienced during the start of the semester have been resolved.
We recognize that these issues have significantly impacted instruction and learning, and we apologize.
What happened?
You may remember from our previous message that the number of devices connecting to Wi-Fi peaked at 55,000 concurrent users, an increase of over 40% from the spring semester. During class changes, we dropped as many as 7,000 connections in the afternoons.
Several steps were taken to methodically improve system performance, including the addition of system hardware and rearchitecting the system to better handle peak activity.
Since these changes were made, we are not seeing dropped connections in the system during peak times on campus. We will continue to monitor performance and post updates to our System Status page.
Options for Getting Wi-Fi Support
Beyond these system issues, some of you have experienced issues with connecting your device even when the system is working well. We continue to offer several options for you to get technical support if you encounter connectivity issues specific to your device or location:
Support for: |
In Person Wi-Fi Drop-in Help |
Call the Help Desk |
Submit a Ticket |
|
Faculty & Staff |
Monday-Friday, 9 a.m.-noon | 1-4 p.m. Academic Innovation Studio, 117 Dwinelle Hall on Level D |
Monday-Friday, 8 a.m.-5 p.m. Instructor Hotline: 510-664-9000 (option 9, non-urgent use option 1) |
|
|
Students |
Monday-Friday, 9 a.m.-8 p.m. (hours vary by location)
Monday-Thursday, late night support via Zoom until midnight get service details here |
Monday-Friday, 9 a.m.-5 p.m. 510-642-4357 |
Email: sts-help@berkeley.edu |
Hotspots to Support Teaching & Learning
Instructors experiencing connectivity issues in classrooms may call the hotline at 510-664-9000 (option 9) to obtain a hotspot. Students with financial need can request a hotspot through STEP
We want to give a huge shout out to our Network team. They have worked diligently with our vendor and other partners during this time including over the last two weekends to add additional hardware and capacity.
Regards,
Jenn Stringer, Associate Vice Chancellor for IT and Chief Information Officer
Dave Browne, Executive Director of Campus IT Infrastructure
Related Links: Wi-Fi Upgrade Details | Access Wi-Fi | Get IT Help | System Status | Sign-up for System Alerts
This message was sent campus-wide to all students, faculty, and staff.