Since the implementation of the Eduroam wireless service, IT staff have been overwhelmed with requests for help from users who are unable to connect their personal devices to the new service. The effort put into providing support to the vast number and variety of devices is affecting our ability to provide IT support overall. As a result, it is necessary for us to more strictly adhere to the IT Support policy which indicates our responsibility is to provide support for UFV-owned standard devices, the wireless network service, and a user’s authentication (login) credentials.
We will continue to work with all UFV users having wireless connection issues to verify the wireless connection is available and that their logins and passwords are valid. If this troubleshooting does not resolve the connection problem for personal and non-standard devices, we will provide service connectivity instructions and known solutions to common problems for users to apply on their own. We will not, however, make changes to or perform installations on non-supported, personally owned devices including non-standard laptops, iPhones, netbooks, iPads, Kindles, etc.
For more information, contact Bryan Wilkinson, Manager, IT Support Services, at bryan.wilkinson@ufv.ca or 604-864-4672.
11/21/2014