Rice Wi-Fi complaints increase

By Anita Alem     10/8/13 7:00pm

In recent weeks, Rice University Information Technology has seen an increase in the number of complaints associated with the Rice Owls Wi-Fi network, according to Director of Networking, Telecommunications and Data Center Operations William Deigaard. 

Deigaard said IT tracks the number of complaints through a ticketing system, in which patrons who contact the IT Help Desk can open a ticket so that their case is properly managed.

"We have noticed a general trend toward a larger number of tickets coming in, with people saying that [they] can't get connected or [their] signal is weak," Deigaard said. "There are lots of causes that all sort of converge at the same time."

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The reasons for the Wi-Fi difficulties include power failures, interfering devices and old drivers on computers, according to Deigaard. However, Deigaard said the main issue was a large influx of wireless devices.

"Everybody's showed up with a laptop, an iPhone or an Android device, [or] a tablet of some sort," Deigaard said. "One of the big problems is the sheer number of devices competing for the shared space. Think of the wireless as a fixed-size freeway. With four cars, everybody gets all the lanes they want. [With] 500 cars on it, they're still moving, [but] it's just a lot slower, and your experience is not as good."

Senior Network Architect Danny Eaton said there are several devices that connect to the same radio frequency as that of networking devices, resulting in interference.

"Microwave ovens, Xbox controllers, Bluetooth keyboards, wireless speakers - all of that can contribute to interference and very poor performance," Eaton said. "[With] an Xbox 360, communication from the controller to the bay station is all in the 2.4 gigahertz. So if you have an [access point] in your room, you could be causing anybody using the 2.4 gigahertz on that access point ... to have problems."

Martel College senior Denis Leahy said he recently had a new access point installed outside his dorm room.

"I've been having poor connection, and [the Internet] has been randomly disconnecting pretty frequently," Leahy said. "I haven't had any problems since [they installed the access point]."

Deigaard said IT has made several improvements by adding access points in particularly problematic areas where students reported having connectivity issues. He said IT will be able to make the most effective adjustments if students report their connectivity issues along with where and when they occur. However, Deigaard said there is a limit to the effectiveness of adding access points in easing the connectivity issues.

"We are always looking for ways to advance the wireless network," Deigaard said. "Just about every enhancement requires money. Every time you add additional access points, you use up some of the [radio frequencies], and sometimes there isn't enough [radio frequency] to make that work. So one thing to do is to add more wireless."

Deigaard said students also have another option besides wireless: an Ethernet connection.

"[A patch cord] is more inconvenient, but if you want to have a very, very good connected experience, you've got to think about using it," Deigaard said. "It takes you off the wireless road and pretty much gives you your own personal HOV lane. We're not saying that's the fix, but it's not like wireless is your only choice."

Users can report issues with connecting to the Internet by emailing helpdesk@rice.edu or calling the IT Help Desk at 713-348-4357.

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