The Problem 

The property was being served by Single Digits for the past five years and according to the owners it was plagued with reliability issues and poor customer service support. When outages occurred, it often took days for a technician to arrive. Tenants experienced long hold times when calling for support and had to follow up multiple times on unresolved issues. This led to negative feedback and affected rental renewals, ultimately harming the community's reputation. 
 
In June 2024, Dojo conducted a comprehensive site survey and developed an upgrade plan to replace all electronics and Access Points at the property. The plan involved installing Ruckus H550 wall-mounted Access Points in each unit’s living room, equipped with four Ethernet ports. And we delivered a 10gb fiber backbone.

Dojo replaced all critical electronics, including switches and routers, and added UPS (uninterruptible power supply) systems with management cards to each telco closet, ensuring that the internet remained operational even during power outages. The entire installation was completed within a 10-day period, just before students returned from summer break in early August. We planned and coordinated the upgrade with the site management. When we do rescue projects like this, Dojo takes great care to minimize the interruption to any existing residents. We transition apartment units building by building and unit by unit so no one is without internet other than for a very short window during the transition of their apartment unit. The upgrade included the installation of new fiber lines to each building, with a new building brought online daily, completing the entire property in 10 days. Throughout the installation process, Dojo held daily calls to provide site management and property owners with timely updates, ensuring they were well-informed every step of the way. 

Before

The Results

The upgraded network at University Village now provides 1G wired services and 300/300 Mbps wireless speeds to every apartment, including all common areas. 
Dojo offers 24/7 live support, with hold times of under 30 seconds to speak with a support specialist. Additionally, Dojo continuously monitors the network and all devices remotely, ensuring proactive issue resolution 24/7, 365 days a year. Trouble call rates for this property are impressively low, under 2% annually, with a 97% resolution rate for support tickets in less than 12 minutes on the phone. Tenant feedback on the new managed WiFi service has been exceptional, with high levels of satisfaction across the board.

After