What is UV Residents’ Responsibilities With Frontier Internet (Wi-Fi) Service?

• Students are not responsible for activating and deactivating accounts with Frontier as APU is the responsible party in this agreement.
• Students do not have the ability to add TV or upgrade their speed using Frontier. Each unit is equipped with a 200/200 router.
• Students are responsible for the router in the units and are not to harm or remove them.
• During move in, students should verify to see if the router is there. If a router is not in the unit at check out, the students will be charged for its replacement.

What do I do if my internet is not working or I am experiencing an unstable connection?

Troubleshooting Options:

• Option 1: Restart your router.

1. Unplug the power from your router.
2. Wait 15 seconds before reconnecting the power.
3. After reconnecting the power, see if the issue has been resolved.

• Option 2: Reset the router.

1. Keep your router plugged in.
2. Find your router's reset button. This will be on the back or the bottom of your router.
3. Use a paperclip to hold down the reset button for 30 seconds.
4. Release the button.
5. Wait for the router to power back on.

• Option 3: Contact Frontier Support

1. If the first 2 options do not solve the issue with your Frontier Wi-Fi, contact the Frontier Bulk Customer Support at 844-660-0648.
   1. You will need to provide the support for an account number and pin which should be labeled on your physical router.
   2. If your router does not have a label with an account number and PIN, or if after contacting Frontier Bulk Customer Support, please contact APU’s IT Support Center.
2. If all else fails, Contact APU’s IT Support Center by email at [email protected] or by phone at (626) 815-5050.

What do I do if there is equipment missing or no service in my unit?

If there is Frontier FiberOptic equipment missing or no service in your unit, contact the Support Center at support.apu.edu, by email at [email protected], or by phone at (626) 815-5050. They will redirect your issue to Frontier.

What do I do when I arrive in my unit?

Follow these instructions:

1) Reset the Router

• Frontier Router Reset Instructions

1. Keep your router plugged in.
2. Find your router's reset button. This will be on the back or the bottom of your router.
3. Use a paperclip to hold down the reset button for 30 seconds.
4. Release the button.
5. Wait for the router to power back on.

2) Create a new Password

• How do I create a password for my unit's Wi-Fi network?

1. Find your network name (or SSID) and password on a sticker on the back, bottom, or side of your router.
2. Connect a computer directly to your wireless router with an Ethernet cable.
3. When asked, choose WPA/WPA2 security and AES encryption (depending on your options).
4. When asked, create a strong password (or key) to keep your wireless network secure: minimum 8 characters; mix of letters (upper and lower case), numbers, and symbols (no spaces). Avoid using common words or personal information.
5. Make note of your new password and keep it safe.

What do I do when leaving my University Village Unit at the end of a Semester or Summer?

• Nothing, just leave the router in the unit. Your RA will check to make sure it is in the unit during the final check-out.

What if my roommate is staying but I will be leaving?

• The service from Frontier is no longer connected to anyone's name, so nothing needs to be done in this circumstance.

What about APUWIFI and APU-MYDEVICES?

• APUWIFI and APU-MYDEVICES networks will still be available on campus, in non-UV residences, and Regional Campuses.