Wifi@UCO Support

What is this service?

This service helps you troubleshoot and resolve any issues you may be experiencing with the Wi-Fi network at our organization. We aim to quickly diagnose and solve your problem so you can stay connected and productive.

What types of problems are covered?

Issues may include:

• Unable to connect to the network:
  • Verify you are using the correct network (UCO or UCO_SECURE) and password.
  • Ensure your device is compatible with UCO's network.
  • Check for potential outages or maintenance on the network available at https://ucostatus.statushub.io/.
  • If none of the above apply, report your issue using this service.
• Slow internet speeds:
  • Check your device's signal strength.
  • Move to a different location with better coverage.
  • Consider network congestion during peak hours.
  • If none of the above improves your speed, report your issue using this service.
• Other Wi-Fi problems:
  • Unexpected disconnects, frequent login prompts, or any other unusual behavior.

What isn't covered?

• Personal device technical issues: This service does not cover problems specific to your device, such as a faulty Wi-Fi adapter or outdated software. We recommend contacting your device manufacturer for assistance or stopping by the Central Tech Store (fees may apply).
• Virus or malware issues: If you suspect your device is infected with malware, please visit the UCO Technology Knowledge Base for information on virus removal: https://uco.teamdynamix.com/TDClient/KB/
• Network security concerns: This service is not intended for reporting suspected security vulnerabilities or unauthorized access attempts. Please contact the UCO IT Security team directly at [insert relevant contact information].

How to request this service:

We've made contacting us easy and convenient! Choose the method that best suits you:

• Online: Open a ticket through this self-service portal for prompt assistance 
• Phone: Call the UCO Service Help Desk at 405-974-2255 and speak directly to a technician.
• Chat: Click Here to chat with a technician. 
• Walk-in: Visit the IT Support Center on the first floor of the Chambers Library or at the Tech Express in the Nigh University Center for in-person troubleshooting and advice.

What happens next?

1. A technician will review your request and gather further information if needed.
2. They may ask you to perform basic troubleshooting steps on your device.
3. If necessary, they will access the network infrastructure to check for any technical issues.
4. Based on the diagnosis, They will propose a solution to resolve your Wi-Fi problem.
5. You will be kept informed of the progress and any actions required on your part.

Service Level Agreement (SLA):

• We aim to acknowledge your request within 1 business hour.
• We aim to resolve simple Wi-Fi issues remotely within 2 business hours.
• For more complex issues requiring network infrastructure troubleshooting, resolution times may vary depending on the nature of the problem.

Additional notes:

• Ensure your device uses the correct Wi-Fi network with an unexpired password.
• Restart your device to refresh the connection.
• Check for available software updates for your device.
• Report any persistent issues or unusual behavior of the Wi-Fi network to the IT Service Desk.