If you are having problems connecting to WiFi, log a call with ICTS using one of the methods below. Try to include as much of the requested information so that we can resolve your call quickly.
 

If you are logging the call online
  1. Navigate to https://uct.service-now.com/sp
  2. Search for "network fault", then select Report network fault.
  3. From the dropdown under Type of Connection, select Eduroam
  4. Fill in the required details. In the final field, please include as many of the following details as you can:
    • MAC Address of your device(s).
    • Location the problem occurred in (building name, floor number, room number / area on that floor).
    • If available, the number that is on the WiFi access point you're having trouble with.
    • The device(s) you are using to connect.
    • Description of the issue (e.g. how often the WiFi goes off).
  5. Click Submit.
If you are logging a call via email

Send an email to icts-helpdesk@uct.ac.za.

Please supply the following information:

  • MAC Address of your device(s).
  • Location the problem occurred in (building name, floor number, room number / area on that floor).
  • If available, the number that is on the WiFi access point you're having trouble with.
  • The device(s) you are using to connect.
Description of the issue (e.g. how often the WiFi goes off).
After you've logged the call

The service management system will send a reference number (e.g. INC0101234) to your UCT email address. You can then monitor the progress of your call via the service portal.

  1. Log on to https://uct.service-now.com/sp using your UCT credentials.
  2. To check the status of calls you've logged with the IT Helpdesk, select Requests at the top of the screen.
  3. To get more detail on the status of your request, or to update the request, select the relevant item.
Find your MAC Address
Device type Instructions
Windows computers
  1. Click the Start button and search for Run.
  2. In the Run text box, type cmd and press Enter.
  3. At the command prompt, type ipconfig/all
  4. In the Ethernet adapter Wireless Network Connection section, take note of the Physical Address (aka the MAC address). (Example: Physical Address - 00:22:4B:7C:E9)
Apple Mac computers
  1. From the Apple Menu, select System Preferences.
  2. Select Network.
  3. Choose Airport for the wireless adapter MAC and click Advanced.
  4. The MAC address is listed as Airport ID: example: Airport ID - 00:22:4B:7C:E9
Android mobile devices
  1. Tap Settings.
  2. Navigate to About.
  3. The MAC address is listed as Wi-Fi Address (Example: Wi-Fi Address - 00:22:4B:7C:E9). Note that you may have to navigate to Status or a similar setting to find the address.
iPhone and iPad
  1. On the Home screen, tap Menu key and go to Settings
  2. Scroll down and tap About tablet or About device then tap Status and then scroll down to view Wi-Fi Mac address (Example: Wi-Fi Address - 00:22:4B:7C:E9)

 

Faulty Wi-Fi Routers

If you are having WiFi issues localised to a certain area, please check the WiFi routers in that area. If there is a solid red light, flashing (red, yellow, green, blue) or if the light on the router is off, when you log a call, please provide the number that's displayed on the router itself (Example: Clarendon-ap-39).