Tenant Complaining About Strength of Wi-Fi Network

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Tenant Complaining About Strength of Wi-Fi Network

Christopher Freeman
Rental Property Investor · Keene, NH · Member since 2018 · 115 posts · 73 votes

Hi all,

We have some college student tenants whom we inherited from the previous owner. Most of them are fine, but one of them is very needy. The legacy lease provides internet, which we have provided and which works in the common areas of her unit, and which also works in two remote bedrooms (albeit not at lightning speeds) via a Wi-Fi extender that we provided as a courtesy.

My business partner has tested the Wi-Fi in her bedroom three times, and has been able to connect and load webpages. He also watched the tenant connect and load webpages. My understanding is that she is not able to stream Netflix on her smart TV. She's complained to her father, who is a co-signer on her lease, and he has gone into helicopter parent mode harassing us to "fix" the problem. Based on the content of his messages, we have learned that the tenant is feeding him misleading information about her complaint (we believe that she is trying to avoid taking responsibility for the fact that her complaint does not pertain to her ability to do schoolwork as she has maintained, but rather to watch Netflix).

The lease states that landlord provides internet. It does not state that we provide Wi-Fi, or guarantee coverage in all areas of the apartment. We aren't trying to screw anyone on technicalities, but we've already provided a free extender, and offered to give the tenant a $50 credit towards purchasing her own extender if she feels that would help. I believe that we met the requirements of the lease when we made internet available within the unit, and exceeded it when we provided the extender and offered to help them buy additional equipment. 

I don't want to train the tenant to expect technical support on her devices from us, and I also don't want to spend the next three months test driving equipment and configuring tenant devices on the network. In my last email, I told the tenant's father the the technical support he is requesting is beyond our expertise, the scope of our business, and the requirements of the lease.

Based on this background, do you feel we are being reasonable? How would you have handled this situation, and is there anything we might do differently in the future to help manage tenant's expectations from the get go?

Thanks in advance for your thoughts!

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Anthony McEvoyPro Member
Investor · Champaign, IL · Member since 2018 · 160 posts · 114 votes
8y

@Christopher Freeman: I feel you have gone way above and beyond if that is how the lease reads.  Next step... I would take out the Wifi and leave them a modem.  They can connect their own Wifi to the modem provided... or are you providing Wifi to the whole building?

Honestly... look at the future of the tenant.  College student... so not a long time tenant most likely.  If she was someone that had the potential to be there for 5 years, then I may try a little more.

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  • Jefferson G.
    Investor · Matawan, NJ · Member since 2015 · 111 posts · 29 votes
    8y

    What I learned from Optimum guys. Test speedtest using the app (android or ios). Use internet explorer in computer. Dont use Chrome. For some reason Chrome is slower when used with speedtest.net. 

    Another, windows computers using wifi adapter are usually 10 mbps. They can purchase a USB wifi adapter from amazon that can do wifi with speed upto 500mbps and supports 5ghz.

    Use newer wireless router that supports 5ghz. And that can support at least 300mbps. The 2.4ghz is old one and has slower wifi.

    Hope this helps.

    0Reply
  • Larry Andershock
    Real Estate Investor · Los Angeles, CA · Member since 2010 · 10 posts · 2 votes
    8y

    Seems like you've gone above and beyond what's "required" and many good points already made about being in the biz of providing WiFi. Pros and Cons to both sides. From a purely technical standpoint if you're using the ISP's Wireless Router it's probably pretty cheap and not very robust. Also, they may advertise 100MBPS download at their modem/router but that is based on a hard-wired connection, not wireless. Wireless will provide much less bandwidth and repeaters and extenders will make it even slower. 

    Best bet if you are going to continue providing WiFi is to get a current or recent generation Wireless router. Preferably one that does multiple frequencies (like A/B/G/N/AC @ 2.4GHz and 5GHz). These modern routers will handle multiple users and multiple connections much better than earlier devices. I personally use both ASUS and TPlink "AC" routers for my home. And since both my kids now have cellphones and laptops I decided to physically connect the TV (think Netflix) to one of the routers but it did work on WiFi. At the top of the list today would probably be the Ubiquity WiFi AP's.  

    If your lease only specifies "internet" connection and not specifically WiFi you could alternately just run one or more network cable drops (from the ISP equipment) to each unit and provide a wall jack for them to connect their own equipment (switch, PC, TV, WiFi router).  

    Just some ideas to add to the stew.

    Best of luck. Be sure to post your resolution and how it all plays out!

    0Reply
  • Steve B.
    Engineer · Portland, OR · Member since 2014 · 1k+ posts · 1k+ votes
    8y
    @Christopher Freeman is this a connection issue or a bandwidth issue? I see a lot of would be network wizards recommending a “expensive router” or A mesh nrywork. When you appear to have a sImple bandwidth issue. A top tier modem isnt going to do much good unless it’s paired with a top tier connectIon like fiber optic
    0Reply
  • Muroo S.
    Investor · Seattle, WA · Member since 2015 · 38 posts · 9 votes
    8y
    @Christopher Freeman I bought google hub to address my 6 bedroom student rental. Extender does not work for needy tenants (gamers, binge watchers) google one hub still works well.
    0Reply
  • Alexandru Midrigan
    Specialist · Renton, WA · Member since 2018 · 2 posts · 0 votes
    8y
    Christopher, I'll advise using a cloud based managed WiFi like Open Mesh (CludTrax) https://www.openmesh.com You can limit all users to not exceed the bandwidth speed. In other words, you can configure your network with bandwidth limits for each device and block individual abusers easily with security and isolation settings. https://www.openmesh.com/solutions/multi-dwelling-unit Buy the way, this system can also give your tenants pay per use using PayPal. Very easy to manage and setup. Also, keep in mind that WiFi interference is still an issue for example, Microwaves will put any Wi-Fi down... Alex
    0Reply
  • Brooks Gagne
    Member since 2018 · 2 posts · 1 vote
    8y

    I would say if she is paying significantly under market value for the apartment and you believe you have upheld your responsibities of the lease, offer to mutually terminate the lease. Its a win win for both parties.  She can go somewhere with beter connection, you can fill the vacancy at market price.  If she sees she can't get a beter deal she may chose to stay and drop the issue all together and get her own internet, or just deal with it.

    1Reply
  • MOHAMED M.
    Los Angeles, CA · Member since 2018 · 17 posts · 9 votes
    8y
    @Christopher Freeman WiFi extenders are akin to fools gold imho for big data users. every time you use one consider your bandwidth halved. These things use half the bandwidth to talk to the device, and half to talk to the router. Wifi Mesh systems with dedicated backhaul channels are more expensive because they have hardware dedicated to talk to router and to talk to the device. Now I’m not saying this to recommend you get one. (because i dont think you should) I’m saying this to recommend you *don’t* double down on more extenders which could likely exacerbate what i *believe* to be a bandwidth (as opposed to signal) problem.
    1Reply
  • Matthew McNeil
    Rental Property Investor · Boise/Portland · Member since 2017 · 709 posts · 742 votes
    8y
    Originally posted by @Christopher Freeman:

    Hi all,

    We have some college student tenants whom we inherited from the previous owner. Most of them are fine, but one of them is very needy. The legacy lease provides internet, which we have provided and which works in the common areas of her unit, and which also works in two remote bedrooms (albeit not at lightning speeds) via a Wi-Fi extender that we provided as a courtesy.

    My business partner has tested the Wi-Fi in her bedroom three times, and has been able to connect and load webpages. He also watched the tenant connect and load webpages. My understanding is that she is not able to stream Netflix on her smart TV. She's complained to her father, who is a co-signer on her lease, and he has gone into helicopter parent mode harassing us to "fix" the problem. Based on the content of his messages, we have learned that the tenant is feeding him misleading information about her complaint (we believe that she is trying to avoid taking responsibility for the fact that her complaint does not pertain to her ability to do schoolwork as she has maintained, but rather to watch Netflix).

    The lease states that landlord provides internet. It does not state that we provide Wi-Fi, or guarantee coverage in all areas of the apartment. We aren't trying to screw anyone on technicalities, but we've already provided a free extender, and offered to give the tenant a $50 credit towards purchasing her own extender if she feels that would help. I believe that we met the requirements of the lease when we made internet available within the unit, and exceeded it when we provided the extender and offered to help them buy additional equipment. 

    I don't want to train the tenant to expect technical support on her devices from us, and I also don't want to spend the next three months test driving equipment and configuring tenant devices on the network. In my last email, I told the tenant's father the the technical support he is requesting is beyond our expertise, the scope of our business, and the requirements of the lease.

    Based on this background, do you feel we are being reasonable? How would you have handled this situation, and is there anything we might do differently in the future to help manage tenant's expectations from the get go?

    Thanks in advance for your thoughts!

     Buy and install a Ubiquity Long Range WiFi Access Point and it will solve the problem regarding her inability to download.

    https://www.amazon.com/Ubiquiti-Unifi-Ap-AC-Long-R...

    0Reply
  • Khiem Nguyen-Trong
    Santa Ana, CA · Member since 2018 · 4 posts · 3 votes
    8y

    Everyone's suggestions were great but in terms in "technicals", it's usually very easy to fix this problem:

    1.  Verify that your speed to the ISP is adequate for the amount of tenants/units/connected devices you have.

    2.  Check your bill and see how much data the tenants are using:  is there an ISP cap/throttling issue at play?

    3.  Remove all extenders as other posters have said and try replacing the ISP's router with newer router with the latest standards b/c the ISP's routers are usually crap.  When installing that router, make sure you update the firmware at setup.

    That alone should most likely fix all the complaining.

    If she still complains, start tweaking the router settings with changing Wi-Fi frequency.

    I don't know how big this rental of yours is but a lot of the newer routers have plenty of "range" to cover the area.

    After all that's done, then review your lease for renewal to get out of the "internet technicals" landlord responsibilities.  Like others have said, tenant should provide their own router.  The most you should do if you DO want to pay for internet... is to provide the modem that's matching the speed you purchased from ISP.

    0Reply
  • Ryan Dossey
    Real Estate Broker · Indianapolis, IN · Member since 2014 · 3k+ posts · 2k+ votes
    8y

    Drag an ethernet cable to her room from the modem. Problem solved. 

    You'll notice in business that you tend to get raked over the coals on the nice extra stuff you do or offer. 

    This is part of why it's important to stick to your core offer (housing). 

    If I were you guys I would be inclined to discontinue providing this when your lease ends. 

    1Reply
  • Matthew Paul
    Severna Park, MD · Member since 2013 · 7k+ posts · 7k+ votes
    8y

    Next it will be " my room is too cold" , the hot water runs out when i am in the shower"  and the floor in the hallway squeaks when someone walks by an wakes me up .   

    You supplied internet , you can fly coach or first class .  She is paying for coach

    0Reply
  • Will GastonPro Member
    Rental Property Investor · Columbia, SC · Member since 2010 · 1k+ posts · 2k+ votes
    8y

    @Christopher Freeman I realize this is an inherited lease so it wasn't your idea to include the internet. I would recommend seriously considering not including that in the future. 

    I currently own about 50 student rental units that cater to about 130-140 college students and I don't include internet for the exact reasons you're posting. It's adding an additional headache to your responsibilities and you're liking not getting compensated a lot (if any) for that. In my business, I'm always looking for ways to decrease headaches. And if I make a little bit less money for that, then so be it.

    2Reply
  • Dale Race
    Denver, CO · Member since 2018 · 7 posts · 8 votes
    8y

    Wifi extenders slow down the internet a lot, especially if multiple devices connect to it

    0Reply
  • Michaela G.
    Investor · Atlanta, GA · Member since 2013 · 3k+ posts · 3k+ votes
    8y

    Maybe it depends on your provider? 

    In my neighborhood in Atlanta I have comcast or AT+T. The problem is that ATT runs with comcast cables and I was told by ATT rep, that comcast slows them down, so that they can't stream very well. So, they offer really good bundled tv service. But if you rely mostly on streaming, ATT simply can't provide the service. 

    So, check on your provider. 

    1Reply
  • Mike S.
    Investor · Broward County, FL · Member since 2018 · 1k+ posts · 938 votes
    8y

    As a general rule, WiFi extenders augment signal but lower the bandwidth (unless they are dual band extender with one band used as AP the other one as Station to the main). It is much better to have multiple WiFi access point connected by Ethernet cable to the main router. You can go to the extend of using one access point per room with the low power dual band AP that fit in a wall outlet, mainly use in the hotel setting. Or you can put some good ceiling mount dual band access point.

    I have one triplex where I provide internet for the tenants. I have installed ubnt access points and I have a Mikrotik router to manage the firewall and qos. Both brands have good professional quality products at quasi retail price. Mikrotik is probably more for advanced users as the depth of the settings that you can adjust could be overwhelming for a non geek, but for complex installation its so much more versatile. I have probably deployed over 100s of Mikrotik products so far, and maybe around 50 ubnt ones. 

    In your situation, I would get rid of the extender and try to change the location of the primary access point to provide a better coverage (mount it higher or on the ceiling). Also I would invest in a good quality dual band access point. Check  the spectrum for any other competing signal that may create trouble. If you can run wire, that would be the best long term solution.

    0Reply
  • Account Closed
    Investor · Milwaukee, WI · Member since 2013 · 1k+ posts · 1k+ votes
    8y

    Good grief. What a waste of time. I would be willing to bet the internet does not work as well when all the tenants are using it at the same time. So, just like the sink and shower analogy, it only works for one person at a time and tenants need to share it's use.

    0Reply
  • Mindy JensenPro Member
    BiggerPockets Money Podcast Host · Longmont, CO · Member since 2014 · 7k+ posts · 10k+ votes
    8y

    @Christopher Freeman , if she is $500 less than the going rate, I'd offer to let her out of the lease. Can you find another tenant after school has already started? (If not, then nevermind.)

    [email protected]Podcast Guest on Show #261
    BiggerPockets
    0Reply
  • Mike CumbieBusiness Member
    REALTOR® · Brockport, NY · Member since 2015 · 3k+ posts · 4k+ votes
    8y

    I am with @Ryan Dossey

    I didn't read through all of the solutions. But I did see that it was 30-40 feet from the Access point. Amazon has a 100 foot cat5 cable for $7.75. Run it around the walls so it's not a trip hazard and tell her she can plug it into her TV or her laptop or whatever she wants, but here is your "internet". 

    0Reply
  • Jacob Allweil
    Charlotte, NC · Member since 2018 · 25 posts · 13 votes
    8y

    Hi @Christopher Freeman, It sounds like you've gone above and beyond on this.  I've had a student tenant question the internet as well but in this case the internet had gone out and I actually believed he needed it for schoolwork, not recreational activities, so I felt very bad.  This was a temporary whole county problem.  The only thing I'll add as a way to keep tenants happy in times when the internet goes out is to have a list of places that have 24 hour coffee and wifi on hand :)

    0Reply
  • Joe SplitrockPro Member
    Moderator
    Rental Property Investor · Sioux Falls, SD · Member since 2015 · 9k+ posts · 18k+ votes
    8y

    @Christopher Freeman I am going to disagree with those who think providing AOL style dial up internet is sufficient in meeting your responsibilities. When you rent by the room, you benefit from higher rents. You should expect students will primarily spend time in their own rooms. You should also expect that internet will be used extensively for data, music, voice and video. My guess is the wifi was installed years ago and the wifi router itself is the limiting factor. A good wifi router will cover a large house, but for two houses (duplex), you probably need a mesh system to get adequate coverage and speed.

    Also as far as the extender, is it setup to mirror the existing wifi or as its own point? If is is mirroring the existing wifi, then any device in the home may be connecting to it, so it may not really help much. For the repeater, I would assign a different wifi ID and password and give it only to her to use for her devices like the TV.

    Ultimately by your own admission, you lack technical expertise to address this problem. I would call in an expert at your own expense to install a modern wifi system. The tenant is being reasonable asking you to address this.

    1Reply
  • Brian Buchanan
    San Antonio, TX · Member since 2017 · 17 posts · 4 votes
    8y

    I have found a solution and I am using it.  Ubiquiti equipment (www.ubnt.com).  You can get a near enterprise network system for a relatively cheap price (maybe $350-400 in capital outlay) and then manage it in the cloud.  

    0Reply
  • Steve B.
    Engineer · Portland, OR · Member since 2014 · 1k+ posts · 1k+ votes
    8y
    @Khiem Nguyen-Trong these are good suggestions and I assume this is a bandwidth issue not a connection issue. Too many people on this post seem to think this is a connectIon issue and yoUr gOnna waste money On new hardware that wOnt help. I suspect her ISO is crappy and/or too many people are ridIng the connection. Again a new modem or WiFi extenders are unlikely to help nor is the geek squad gonna do anything. Running a Ethernet cable may help but checking her bandwidth speed and seeing if the isp is throttling the connection is the best first step as yoU suggested. Howevet At tHIs PoInt I Wouldnt do anythIng. Too much tIme was already wasted on this malcontent
    0Reply
  • Christopher Freeman
    OP
    Rental Property Investor · Keene, NH · Member since 2018 · 115 posts · 73 votes
    8y

    @Joe Splitrock, in this case, I'm not benefiting from higher rents. As a group, they are 400-700 below market each month. Given low likelihood of long term tenancy due to their demographic, we wouldn't take a loss now in the hopes of retaining them going forward.

    We've already given them opportunity to renew at a partially mitigated escalation and did not get a response, so we're not expecting them to stay.

    0Reply
  • Tristan Colborg
    Real Estate Broker · Commerce City, CO · Member since 2018 · 107 posts · 55 votes
    8y
    I would take a more extreme approach... Offer cash for keys get her to move out and then you can increase your rents and remove internet from the lease. Shouldn't take you to long to recooperate your money from cash for keys. But that's just me. Otherwise I think the idea around setting up a mesh network or Powerline adapter would be your best bet. The only thing with the Powerline adapter is that both outlets where you plugin need to be on the same electrical panel.
    0Reply
  • Joe SplitrockPro Member
    Moderator
    Rental Property Investor · Sioux Falls, SD · Member since 2015 · 9k+ posts · 18k+ votes
    8y

    @Christopher Freeman it may be a little short sighted to just dismiss their satisfaction because you believe they will never rent from you again. Reputations are made on how you deal with your tenants. Bad reputations are earned just like good ones. It is your decision, we are just spectators offering advice.

    0Reply
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