Environment
Housing, Northwood Apartments, Munger Graduate Residences, Henderson House
Issue
Residents get a "Campus Residency Error" or "FEDX10001" error when trying to access their Xfinity-on-Campus cable TV subscription from their unit.
Resolution
Context
Residents of Northwood I, II, IV, and V, Munger Graduate Residences, and Henderson House can access "Xfinity on Campus", a service offered by Comcast, at no charge. This service is not available to residents of other residence halls. Students have to be active, registered tenants in the Housing Department's residency system to access this service. Since a given housing unit usually has a different tenant every year, there can be lag-time between when an old resident's subscription is moved and a new tenant's subscription is accessible. This lag-time can be caused by processing delays with Xfinity, the Housing department, or both groups.
Resolution
Normally, any subscription issues with the Xfinity-on-Campus service will resolve themselves within 1-2 business days of a student's move-in. If the student moves in before or after their pre-scheduled date, this can cause additional delays.
If the issue persists beyond this timeframe, the student will need to contact the Housing Information Office (HIO) and have them re-register the student as a resident of their specific housing unit. Once HIO has done so, the issue should resolve itself within 1-2 business days. If this does not resolve the issue, the student will need to follow up with HIO so they can verify the student's residency data.
Note: the Housing Information Office (HIO) is the only unit that can make changes to a student's residency status. Accordingly, the ITS Service Center and other help desk teams should NOT route tickets of this nature to SLTS. The sole exception to this policy would be if HIO staff have explicitly directed the customer/help desk to contact SLTS.
HIO can be contacted via the following methods:
Ticket or Chat: https://housing.umich.edu/help
Phone: 734-763-3164
In-person: Student Activities Building (SAB), suite 1011, 515 E Jefferson St, Ann Arbor, MI 48109-1316
Additional Information
A guide on how to get started using the Xfinity-on-Campus service can be found here.
If staff affiliated with the Housing Information Office (HIO) or other Housing departments have questions or concerns about the 'integration' that enables the "Xfinity on Campus" service, a ticket can be routed to the SL-BI team. This can be done via Actions -> Move To Application -> To SL -> Responsible: SL-BusinessIntelligence (Group).