• Staff and faculty work with their department-based network administrator or technical support provider (TSP) for network service requests and repairs. If you don't know who your network administrator or TSP is, ask the administrative assistant for your unit.
• Discuss your networking requirements with your network administrator or TSP and report network problems to this individual. If you can't determine who to contact in your department for help, contact the IT Service Desk.

Requests for New Connections and Changes to Current Services

For new connections and requests for changes in existing service, network administrators or TSPs should submit a request to NCS-OS@cornell.edu or contact the IT Service Desk.

These request can include:

• Activate, move, change, or disconnect a wired network connection.
• Request a network cable. No fee to replace damaged cable. For a new cable, a small fee is charged. The cable can be sent by campus mail. 
• Install or move a network jack. If infrastructure work, such as installing cable to the new location, is required, the service team prepares an estimate for the department's authorization.
• Check the status or assigned subnet for a network jack. 
• Request an upgrade for an existing network connection to a faster speed. If infrastructure work, such as installing cable, is required to improve speed, the service team prepares an estimate for the department's authorization.
• Request an enhancement to Wi-Fi coverage. 
• Request a static route.

The standard time to complete a request is within 5 working days. This can vary if the request requires wiring and if Cornell Shops must be scheduled to complete part of the work. If you have a firm date when you need the work to be complete, we will do our best to accommodate the request. 

Reporting a Problem with a Network Connection or the Network

Check the IT Service Alerts page for information on system-wide issues, for example, if everyone on your floor is having network connection issues.

Repair service for network equipment and jacks is provided at no charge except in the case of abused equipment. Faculty and staff should work with their department's network administrator or TSP to request repair service. The network administrator or TSP may contact the IT Service Desk to report the problem. 

Provide the following information: 

• Building and room  
• Jack label (written on the jack)
• IP address or subnet that should be assigned to the jack
• Contact person and phone number
• Description of the problem  

Our target response time for repairs is:

• For a network outage that affects a large group of customers, we repair the problem as soon as possible.
• For a problem with one network connection, we repair the connection within two business days.