By Michael Canfield
IT Communication Specialist

One of the most frequent Wi-Fi issues on campus relates to how devices connect to access points (APs). A device like a smartphone may initially connect to an AP near a residence hall room, but when that person moves across campus, the device may hold onto connecting to that original AP instead of switching to a closer, stronger one. This can result in slow speeds and dropped connections.

A simple way to resolve this issue is to turn your Wi-Fi off and back on again. This forces your device to reassociate with the nearest AP, improving connection quality. 

“That’s basically the first step when we troubleshoot,” said Adam Zangerle, network engineer with UBIT Network and Communication Services. “What happens when you toggle your Wi-Fi on and off on your device? A lot of times, the performance improves.”

When someone reports a Wi-Fi issue, UBIT needs specific details to effectively diagnose the problem. Letting the UBIT Help Center know what’s happening is the best way to get it resolved. The most useful information includes:

• IP/MAC address/UBITName - This will help us troubleshoot your issue
• Physical location – Where exactly were you when you experienced the problem? Were there obstructions like large pillars or brick walls?
• Time of the issue – When did the problem occur? 
• Device details – What kind of device were you using? What was the operating system?
• What you were doing – Were you streaming video, attending a Zoom call, or just browsing the web?

An example of location-related issues happened in a study area where students had inconsistent Wi-Fi performance, said Richard Letts, Assistant VP/Executive Director of UBIT Network and Communication Services. UBIT discovered that students were sometimes connecting to an AP three floors above them because of how the space was designed. 

“In that case, adding a closer AP solved the problem,” Letts said. 

Several external factors can impact Wi-Fi connectivity. For example:

• Microwave interference – If your office or dorm is near a kitchen or breakroom, microwave ovens operating on 2.4 GHz can disrupt Wi-Fi signals.
• Building materials – Some buildings, like Jarvis Hall, have thick brick walls and metal doors that block Wi-Fi signals. 
• Personal wireless devices – Wireless printers, Bluetooth speakers, and even personal Wi-Fi routers can interfere with UB’s network.

UBIT uses a range of tools to diagnose and address network problems:

• Wireless heat maps to visualize coverage areas and detect weak spots.
• Wi-Fi scanning tools to analyze signal strength and interference.
• Reports from campus members help identify patterns and recurring issues.

One challenge UBIT faces is that many students report issues on platforms like Reddit but don’t contact the Help Center, Zangerle said.  

“Submitting a ticket and letting us know exactly what happened and where is the best way to help us fix the issue,” he said. 

The UBIT Help Center is here to help with your technology needs at UB. Students can also reach out to the UB Tech Squad for help; they can meet you anywhere on North or South Campus.