Contact support
Four routes, depending on how urgent and how technical your problem is.
On site
Network mentors
They live in your building and can look at your device in person.
Write
Telegram
Send your question in the chat. You can attach screenshots and files.
Call · 24/7
Hotline
Automated diagnosis of your connection, day and night — works without internet.
Network mentors in your dormitory
The network mentors are your first stop. They live on site, can look at your device and solve most problems right away. Most dormitories post a list of names, sometimes with office hours.
Email or Telegram
For anything the mentors could not solve, write to technical support — by email or on Telegram. Both reach the same people, so take whichever you prefer. Attachments work either way.
Call the hotline
Call if your connection does not work at all and you are reading this over some other network.
At any time of day or night an automated system answers and runs a diagnosis of your connection. It tells you right away whether your connection is blocked or there is a known fault — you do not have to wait for the staffed hours.
The hotline is also staffed in person Mondays and Thursdays, 1 pm to 2 pm. Call during those hours if the automated diagnosis does not help or you have follow-up questions.
Before you get in touch
Is there a known outage?
status.stw-bonn.de
Is your connection blocked?
What support can do
Support covers the network up to the wall socket in your room. Everything after that — your Wi-Fi router, the devices behind it, the network cable to the socket and the software on your computer — is your responsibility. We are still happy to help you get set up, but we cannot repair devices or fix operating systems.
If the socket itself is broken, that is our responsibility: report a faulty socket.