Below are actions you can try if you experience issues connecting to the network. If these do not resolve the issue, please let us know by lodging a fault report. For your security and privacy, we are not able to see into your devices to tell if they are having connection issues to the network. If you begin experiencing problems with the network, please lodge a fault report so we can help find the cause and get it resolved.
We cannot help if you don’t let us know there is a problem.
If you have tried to re-enroll your device to resolve a connection issue, this action has likely caused a corruption in the network configuration files required to connect your device. Instructions for removing these files can be found HERE Once removed, the device will need to be re-enrolled, so have your WiFi Account Credentials ready. If this does not resolve the issue, please lodge a Fault Report and describe the steps you have taken.
If you have a Wireless Access Point installed in your room, make sure there is no furniture or other objects placed in front of it. WiFi signals are sent out from the node like ripples on a pond and if there is anything physically in front of it, like a rock blocking the ripples, the signals will be disrupted. Anything metal placed nearby will also affect the signal strength. Moving any nearby objects may improve the signal strength and reliability.
- Ensure the TWC network is at the top of the WiFi Networks list. This will assist the device when reconnecting after being away from College.
- Remove any WiFi networks that are no longer required and disable auto-join for any other networks. Apple devices especially tend to remember every network they have connected to, so this list can be quite large and lead to connection issues.
- Disconnect from the TWC-CONNECT network if connected. The TWC-CONNECT network is only used when enrolling devices into the network and only provides limited internet services.
- Remove any third-party applications like firewalls, VPN and Network Filtering installed on the device. Applications such as Little Snitch, Kaspersky Internet Security, McAfee, LuLu and similar may cause connection issues for your device, especially with macOS.
- There is a known communications bug between the Cisco AnyConnect VPN application and some macOS versions that causes performance issues.
- We strongly recommend these applications are fully uninstalled as simply disabling them usually is not sufficient to prevent performance issues.
- Check for and install any updates and security patches issued for the device operating system and additional applications. If updates have been installed, fully shut down the device and restart it before retesting connectivity.
- Turn off WiFi for one minute before turning it back on again.
- Disable Bluetooth on the device and check again.
- Turn off any cordless devices and try again to ensure there is no interference from them.
- Fully shut down your device for a minimum of 5 minutes before restarting it. This action will clear any temporary internet and cache files from memory and sometimes assists with improving performance. It is recommended that you perform a restart of your device periodically to clear any temporary files and memory to assist with performance.
- Clear your DNS cache from your web browsers.
- You may need to forget the TWC WiFi network to clear any issues. Once done, restart the device and then re-enrol into the network to see if this rectifies the issue.
- Restart the device in Safe Mode and test service. If this resolves the issue, there is likely an application or some potential security configuration that is interfering. Re-enabling applications one by one will help uncover the culprit.
For Apple devices:
- Temporarily disable iCloud Private Relay: go to Settings/System Settings – your name/AppleID – iCloud – Private Relay and turn it off before trying again.
- Check for any Keychain Access issues. Sometimes the Keychain entries related to WiFi services become corrupted or outdated. By removing them and allowing the Macbook to create a new one, it may help resolve problems.
- Turn off AirDrop and test. Some users find that AirDrop can cause WiFi issues on busier networks or when near other Apple devices.
- For Macbooks, you can also try running the Clean My MAC tool from MacPaw Way Ltd, available from the Apple Store. This tool will clear all caches on the device, which may help resolve issues. Close all browsers, run the tool and restart the Macbook then try reconnecting to WiFi.
If none of these steps resolves the issue, lodge a fault report with our Engineers. Be sure to describe the problem you are having and any of these troubleshooting steps that you have tried.