1. Have them turn off any other wireless devices (Roku, wireless printer, anydevice that transmits using the 2.4Ghz wireless band).

2. If it is still a problem have them give you the mac address of the device and we can check the area to see if we can do anything to improve the signal. 

3. Then get their room number and floor number of the residence hall they live in and we can investigate. 

***NOTE: Always mention to them that the wired connect is the best bet if their device has a wired option.***

4. Have them check again to see if the signal improves.