Student technology support – Student Guide

The University of Auckland provided loan laptops and Wi-Fi devices to about 1000 students in 2020, including during the Level 4 lockdown in March, and the Level 3 lockdown in August. 

Need tech support at home?

Laptops

The laptops provided come as new and should be powerful enough to do everything you need for your studies, including attending online lectures and tutorials, watch recorded material, use the internet, access course material, and complete assignments and online assessments.

If you have specific high-spec hardware or software requirements for your course, we may not have suitable laptops available, and recommend you use the campus facilities.

Broadband data at home

If you don’t have access to broadband at home due to financial issues, the University of Auckland is partnering with Skinny Jump to see if we can get you connected to the internet to assist with your learning needs. 

To see if you are eligible, please do the following;

  • Check your address here, as Skinny Jump is not available everywhere. 
  • Read more about Skinny Jump here.

If Skinny Jump is available at your address and you don't have a Skinny Jump Modem, please follow the steps below:

  • Please complete the Student Technology Support form.
  • Once your request has been approved complete the address check again, and click on the community partner details closest to you.
  • Call the community partner, and discuss that you do not have broadband at home as cost is the reason.
  • When the community partner is happy that you meet the criteria, they will complete a form and this will start the process of dispatching a Skinny Jump modem. If the community partner is open, they will book a time for you to come in and see them.
  • If the modem needs to be couriered, it will generally be dispatched within 48 hours but could take over a week to arrive due to courier delays. Please be patient.
  • When you have received your modem, please follow the instructions in the box or follow the video online.
  • Then email studentwifidata@auckland.ac.nz along with your student ID and/or UPI and a voucher will be issued to you that will allow you to purchase up to 150GBs.
  • You can request more data each month by emailing studentwifidata@auckland.ac.nz with your student ID and/or UPI.
  • When you no longer need your Skinny Jump modem, please contact the community partner so it can be returned, reset, and ready for another person in need.  Remember, Skinny Jump is a not-for-profit organisation.

If you already have a Skinny Jump modem, please follow the steps below:

If you can’t get Skinny Jump at your address, but you are a Skinny Mobile customer, please follow the steps below:

  • Please complete the Student Technology Support Form.
  • When the request has been approved, you will be sent a voucher which will allow you to purchase a larger Skinny Mobile plan. This will allow you to hotspot your laptop to your
    mobile – note, hot-spotting is not available with Data Binge.
  • You can request more data each month by emailing studentwifidata@auckland.ac.nz with your student ID and/or UPI.  You will be issued with a voucher that will allow you to continue with the larger Skinny Mobile plan.

Wi-Fi support for non-Skinny customers

The Wi-Fi devices come with unlimited data with a Fair Use policy, and upload and download speeds slow down after 40GB per month. We recommend you limit the recreational use of this device to ensure you can keep using it for your remote learning needs. We are unable to provide more than the 40GB high speed internet on these devices.The Wi-Fi devices may not work in areas where high speed internet is not available, such as remote rural locations.Instructions for set up and use will be supplied with the device, so please read these before attempting set up.

Student technology support form

Use this form to make an application for technology support if you are an undergraduate, Postgraduate Diploma, Honours or Masters student.

Your application will be reviewed and evaluated, and you will receive notification of an outcome.

Doctoral candidate technology support form

If you are a doctoral candidate needing a laptop, please apply for this via the Staff Intranet as your application will be reviewed by your faculty. If you need wifi support, you will need to fill out the student technology support form.

FAQs

How long will I have to wait?

We try to process requests as quickly as possible, but it can take up to five days to prepare a device and get it to you. If your need is urgent, we recommend using campus facilities in the meantime.

If you have submitted a request and you no longer need it, please let us know as soon as you can by contacting our Student Support Team on the number below so that we can cancel your request.

How long can I keep it?

Loaned laptops and Wi-Fi devices remain the property of the University of Auckland. We will periodically check in with you to see that everything is going well, and to give you an opportunity to let us know of any issues, renew the loan to keep using the device, or arrange to return it if you no longer need it.

Want to return what you borrowed?

If you no longer need your loan device, please return it so that we can use it to help another student. You can return it to either the Kate Edger Information Commons, or the Tai Tonga Student Commons during their opening hours. Please remember to return all accessories that came with the device.

Lost or damaged something?

If your loan device is lost, or has been damaged in some way, please let us know as soon as you can. We understand accidents happen and will try to fix or replace damaged items. To report loss or damage, please contact our Student Support Team on the number below.

Need some technical support?

If you are experiencing issues or problems, please let us know as soon as you can so that we can try and help you.

It can take a few days to troubleshoot and fix, and may require you to bring us the device, so it's best that you do this before it is urgent or you have assignments or assessments due.

To report any issues please contact our Student Support Team on the number below and provide details of the issue, and the serial number of the device.

To report any issues or for further information please contact our
Student Support Team on 0800 61 62 63.