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Stanford West, Olmsted Terrace, Coaches Corner, and Welch Road Internet Frequently Asked Questions

These questions provide information for the residential communications services provided to residents of Stanford West, Olmsted Terrace, Coaches Corner and Welch Road. 

How do I pay my bill?

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 equipment to upgrade my Stanford internet service?
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.
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?
Technicians can often move the connection point to a different location within your residence. On-site charges apply and quotes will be provided as necessary. 
What kind of service support is provided by University IT?
  • 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 request.
What should I do if my internet speed is slow?

Please remember, bandwidth is affected by wiring in the buildings and other factors outside of Stanford's control. Wired connections are always faster than wireless connections. When possible, connect your computer directly to your Residential Gateway with an Ethernet cable. For additional troubleshooting support, visit Get the Most From Your High-Speed Internet Service.

Last modified February 11, 2021