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Faculty Residential Internet Service Frequently Asked Questions

These questions provide information for the on-campus faculty residential areas that were included in the Google Fiber pilot program. This includes  San Juan 1, San Juan 2 (including Hillsite), and San Juan 3 (including Foothills); Pine Hill I and Pine Hill 2; Frenchman’s Hill; Pearce Mitchell; Peter Coutts Circle; and Ryan Court.

How do I pay my bill for university internet service?

Once we receive your request for service, you’ll receive information on how to set up your account and pay your bill. Here's what you can expect.

  • You'll receive an email from with a link that will enable you to make a payment via CASHnet, an online billing and payment system.
  • You'll be invoiced via email at the beginning of the month.
  • If your bill remains unpaid, you'll receive a reminder email around the middle of the month.
  • For more information on billing, dates, and deadlines, visit Paying Your Bill.
How long will it take to install Stanford equipment?
The in-home installation will take our technician approximately two to three hours to complete. While COVID-19 policies are in effect, installations will be contactless.
Will the university offer cable television or telephone service?
No, if you want to purchase these services we suggest you work with local providers.  Alternatively, in place of cable service,  you may want to consider an internet TV-streaming service.
Can I access the Pac-12 Network if I don't have cable?
Yes, there are multiple ways for fans to watch the Pac-12 Network without cable. Based on the information in this article rundown of live TV streaming options, it appears you can either subscribe to Sling and pay for the Sports Extra package add-on or subscribe to Fubo TV and pay for the Sports Plus package add-on.
I use my personal home internet service for research. Will I be able to be reimbursed for the cost?
You should discuss reimbursement with your department.
Will I be able to use other devices, including my wireless router, on the networking equipment?
Yes, you should be able to use other devices as long they use a regular internet connection.
Can I select my WiFi name and password?
Yes, you can. Please provide this information when you place your order and we’ll migrate the information to your new service. 
How can I change my WiFi name and password?
Contact University IT at (650) 725-HELP (select option 4), Monday through Friday, 7 a.m. to 6 p.m. or submit a Help ticket.
Will the technician be able to move the connection point to a different location within my residence?
 No, technicians are unable to accommodate requests to move connection points as the fiber enters the home from a fixed point.
Will I be responsible for repairs when there is a service outage?
In the event of a service outage, repair charges may apply to restore service for client-owned portions of the service (e.g. fiber cable from the home to the UIT connection at the street where the splice is located). UIT will provide a quote prior to repairs being made and require sign off from the client before work commences. 
What kind of service support is provided by University IT?
We’re confident that we’ll meet or exceed your expectations. And here’s why:
  • Trouble calls received during after hours or holidays are answered around the clock.
  • Individual user issues can often be taken care of remotely. If a technician visit to a residence is necessary, appointments are typically made for the next business day. 
  • System-wide issues will be responded to immediately. 
  • For billing and other service questions, you can always contact the University IT Service Desk at (650) 725-HELP), Monday through Friday, 7 a.m. to 6 p.m. or submit a Help ticket.
Last modified January 30, 2023