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Wi-Fi Access and Troubleshooting

Wi-Fi Access and Troubleshooting

🌐 Overview

This service covers assistance with connecting new devices to the secure corporate network for students, employees and contractors and secure public Wi-Fi for visitors. By ensuring your mobile devices and laptops maintain a stable connection, we enable you to work flexibly and collaborate effectively from any location within the organization.

Why use this service?

  • You are connecting a new laptop, phone, or tablet to Wi-Fi.

  • You are unable to connect to the secure network.

  • Your device frequently disconnects or has slow connectivity.

  • You need temporary internet access as a visitor or contractor.

Who can use this service?

  • Employees

  • Students

  • Contractors

  • Visitors

Which areas are covered?

  • Main Campus

  • Downtown MSOA Campus

  • Residences

Who can not use this service?

  • Users located in unsupported buildings (e.g., NOSM Building).

  • Devices that do not support secure authentication requirements.

How do I use this service?

  • Select the appropriate Wi-Fi network (see below).

  • Follow device setup instructions (certificate trust may be required).

  • For secure access, log in using your organizational credentials.

  • For guest access, connect to the guest network and follow on-screen instructions.

What if I have issue with the service?

see Need Help below.

📶 Wireless Access Points

Wi-Fi Network Names

Who Uses

Conditions

AirLaurentian Guest

Visitors and Contractors

2 Hours of Connectivity per session

LUL-Secure

Employees, Registered Students and Staff

Must Trust the Certificate on first connect. No Session Limit.

🚫 Support Not Included

Wi-Fi Network Names

For

Conditions

AirLaurentian Guest

Visitors

This Service is provided as is.

Timelines

Initial Response

4 Hours

Time to resolution

1 Business day

🔄 What to expect (process)

  1. Request submission
    You submit a request describing your Wi-Fi issue (connection, authentication, performance, etc.).

  2. Verification and intake
    The support team reviews your request and may confirm device details, location, and network used.

  3. Troubleshooting / resolution
    Support will guide you through steps such as reconnecting to the network, configuring settings, or resolving authentication issues.

  4. Escalation (if needed)
    If the issue is network-related, it may be escalated to infrastructure teams for further investigation.

  5. Confirmation and closure
    Once connectivity is restored, the request is updated and closed with the resolution details.

 

⚡ Quick Actions

Raise a support request here: https://laurentian.atlassian.net/servicedesk/customer/portal/5/group/59/create/219

Need help?

Contact the Service Desk online

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