Sequoia Courts Quick Reference Guide - English

SUPPORT AND REPORTING

Residents should submit a support request only for verified internet service issues, such as the following:

• You are unable to see the assigned Wi-Fi network (SSID) on multiple devices.
• You are unable to connect to the Wi-Fi network using the provided password after confirming the password was entered correctly.
• You receive a “Cannot connect,” “Authentication failed,” or similar error on multiple devices.
• The Wi-Fi connection is established, but there is no internet access on multiple devices.
• The internet service appears to be completely unavailable in your unit.

Some issues may be related to personal devices or individual applications and may not require a support request for the internet service. These may include:

• Personal device configuration or troubleshooting
• Smart TVs, gaming consoles, streaming devices, printers, or IoT device setup
• Slow speeds caused by device limitations or application performance
• App-specific issues (Netflix, gaming lag, Zoom, etc.)
• Signal coverage concerns within specific areas of your unit unless service is completely unavailable
• Password changes or custom network configuration requests
• Router, extender, or third-party networking equipment support

If you are unsure whether the issue is related to the internet service, you are still welcome to reach out and we can help guide you.

Residents needing assistance or wishing to report issues should contact:
[e-mail]

Please include your unit number, device type, and a short description of the issue, along with any applicable error messages received.