Internet Issues - Housing Only

Use this form to report problems connecting to the internet in TWU Housing-managed spaces. This includes both wired connections and the twunet wireless network (the only supported Wi-Fi network in Housing).

We do not troubleshoot personal devices directly, but we still want to know if you’re experiencing problems connecting to our network.

Please note: If you are requesting this ticket on behalf of someone else, be sure to enter their information for the requestor - otherwise any correspondence will be addressed to you instead of the person with the issue. 

Before submitting a ticket, please try the following:

  • Ensure you’re attempting to connect to twunet (not TWU_Guest or another network)

    • EAST CAMPUS RESIDENTS ONLY: You will be connecting to twunet-housing.  The password was handed out with the keys to your apartment. 

  • Restart your device

  • If using a wired connection, unplug and replug the Ethernet cable

  • Forget the network and reconnect to twunet 

  • Try a different app or browser to rule out a specific issue

When submitting your report, please include:

  • The building and room number where the issue is happening

  • Whether the issue is happening on one device or multiple devices

  • If others nearby are experiencing the same issue

  • The type of device you're using (laptop, phone, desktop, etc.)

  • Any troubleshooting steps you’ve already tried

The more detail you provide, the quicker we can investigate and resolve the issue.

Having frequent issues? The problem may be with your device. Here are a few things you can do to troubleshoot:

  • Restart Devices: Sometimes it helps to start with a fresh connection. Rebooting your devices can refresh configurations and network settings, getting rid of any glitches or stale connections.
  • Bluetooth Devices: Turn off Bluetooth on all devices while conducting a connectivity test (e.g., streaming Netflix or YouTube). If you notice an improvement, it may indicate that Bluetooth settings are affecting your WiFi reception.
  • WiFi Network Management: When connected to the internet, check for other available WiFi networks. If there are many, try to limit connections to just “twunet” on at least one device and see if that improves performance.
  • Interference Factors: Be mindful of any heavy metal objects or appliances that may be interfering with the signal, such as microwaves or radios. Ensure that your WiFi-enabled devices are kept at least 10 feet away from these appliances.
  • MAC Address Settings: Some devices, particularly Apple products, have a feature called “Randomized MAC Addressing.” Try changing this setting to “Use Device MAC” for each device one at a time. This can often improve connectivity. You can usually find this in the advanced settings under “Network & Internet.”