Common Internet Issues and Troubleshooting Steps #

If your internet connection is lost, we recommend trying the following steps before submitting a support request:

1. Check the POWER and WLAN Lights:
   Ensure that both the POWER and WLAN lights on your router are turned on and green. You can do this by simply tapping the respective buttons once and waiting for the lights to illuminate.
2. Power Cycle the Router:
   If both lights are green but the issue persists, try unplugging the router from the power socket. Wait for about 20 seconds, then plug it back in. This can often resolve connectivity issues by resetting the connection.

When to Submit a Support Ticket #

If the issue continues after trying the steps above, you may need to generate a facility support ticket. You can submit this ticket through the myKUMMUNI app. Once your ticket is received, the earliest possible appointment will be scheduled, and our facility team will contact the ISP to address the issue.

Steps to Report an Internet Issue #

If you’re experiencing internet issues in your KUMMUNI apartment, and the connection has been down for at least the last six hours, you can report this through the myKUMMUNI app. Follow these simple steps to open a ticket:

1. Open the myKUMMUNI App:
   Start by launching the myKUMMUNI app on your device.
2. Select the Facility Department:
   Navigate to the “Facility Department” within the app. This is where you can report any maintenance or service-related issues.
3. Choose the Internet Option:
   Select the option labeled “Internet.”
4. Select “Internet Is Not Working for at Least the Last 6 Hours”:
   This option specifically addresses prolonged internet outages. Choose it to proceed with your report.
5. Provide Additional Information:
   Include any relevant details that might help our team understand the issue better. For example, mention if you’ve already tried troubleshooting steps like resetting the router.
6. Submit Your Ticket:
   After providing the necessary information, submit your ticket. Our facility team will review your request and contact the ISP to resolve the issue as soon as possible.

Internet as a Gift #

At KUMMUNI, we offer internet service as a complimentary gift to all our tenants. However, it’s important to note that while we strive to provide reliable connectivity, we are a housing provider, not an Internet Service Provider (ISP). This means our influence over the internet service is limited, and we may not be able to resolve issues directly when they arise. We understand that losing internet connectivity can be frustrating, but in many cases, the issue may be resolved with simple troubleshooting steps.

Important Notes on Internet Service #

• No Rent Adjustments:
  Please note that because the internet service is provided as a gift, any disruptions or issues with the service are not considered valid reasons to request a rent reduction or withhold payment.
• Avoid Contacting the ISP Directly:
  We ask that you avoid contacting the internet provider directly on behalf of KUMMUNI. We are a business client, and our inquiries are handled through the ISP’s business department. Regular customer support cannot address these issues, and pretending to act on behalf of KUMMUNI could lead to legal complications.