All the answers to the most frequently asked questions

We use the eduroam system to secure our network, except at Bonham Carter & Warwickshire House (where, instead, you will connect to the UoL BCH network) and Eleanor Rosa House (where ASK4 is the internet provider).

Your use of the halls internet service is subject to the information security and acceptable use policy.

My connection isn't working

Check the four points below before contacting us:

1. Have you changed your university IT services / eduroam password within the last 48 hours, or has your password expired?

If so, the next time your device re-authenticates, it will not be able to connect unless you have also updated the password stored on your device. Most devices re-authenticate a minimum of once every 24 hours, but this can be much more frequent and does vary between devices.

2. Have you forgotten to enter your full eduroam username including “@myuniversity.ac.uk”?

When you sign into the network at your college or university, their system might not require you to include the part of your username after the “@”. But when you sign in using eduroam from the Intercollegiate Halls, it is essential that you use your full username, including the part after the “@”.

3. Have you shared your eduroam password with someone else, or used someone else’s eduroam password?

If you have, we may have blocked your devices, as password sharing is in contravention of our information security and acceptable use policy. We will also have informed the IT department at your college or university.

4. Are other students experiencing the same problem?

Check with other students who study at the same college or university if they have the same problem. If so, the fault is likely to be at your college or university, so you should contact the IT department there. The central University of London IT service desk team will not be able to resolve issues at your college or university.

If none of the above applies, contact us

You can call the IT service desk on 020 7862 8111 (09:00 – 17:00, Monday to Friday) or email swan.support@london.ac.uk.

Can I connect my games console / smart device?

Yes we can set up a dedicated network for this. Contact the IT service desk on 020 7862 8111 (09:00 – 17:00, Monday to Friday) or email swan.support@london.ac.uk.

With regret, we are unable to connect games consoles or smart devices at Bonham Carter & Warwickshire House. 

Is there a wired network I can use?

In exceptional circumstances, if you have a device that is unable to connect via Wi-Fi (e.g. an older device without a wireless card), we can offer a wired connection with a limited transfer speed of 10Mb/s. Please note we cannot offer a wired connection at our Bonham Carter & Warwickshire house, Gower Street, Handel Mansions, or Hartington Road properties.

Can I connect my own wireless router to the network?

No. Multiple wireless networks in the same physical space interfere with each other and degrade the Wi-Fi service for users of eduroam.

I occupy a double / family accommodation. Can my partner/children access the network?

Yes, with some limitations. Please contact the IT service desk for assistance. Call 020 7862 8111 (09:00 – 17:00, Monday to Friday) or email swan.support@london.ac.uk.

My college doesn't provide the eduroam service. Can I still access the network?

Yes, with some limitations. Please contact the IT service desk for assistance. Call 020 7862 8111 (09:00 – 17:00, Monday to Friday) or email swan.support@london.ac.uk.