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The HFN Customer Support Center is available 24 hours a day, 7 days a week. Call customer service at (425) 427-0999, or email customer service at support@hfnservices.com and we’ll be happy to assist you.
Over 20 years ago, master developer Port Blakely designed Highlands Fiber Network’s (HFN) network architecture to create an open network where users could see their neighbor’s devices and participate in online gatherings like LAN parties. Over time, this architecture has proven increasingly problematic as it exposes many residents to problems created by misconfigured or malfunctioning equipment on the network. HFN monitors the network to identify common signatures of these problems and attempts to isolate (turn off) the offending resident or device until the issue is resolved. HFN has also continued to investigate rearchitecting the network to eliminate these issues; however, the solutions are costly and inconvenient to customers as these solutions would require in-home equipment upgrades.
Some residents witnessed a few challenges earlier in the year due to misconfigured personal equipment and home networks, rogue user devices, and failed cabling. Due to the design of the network, a small portion of residents encountered issues with their connection. Learn more about these events and how they can affect residents’ connections.
The issues were diverse and complicated by several factors. HFN’s support teams worked diligently at all times of day and night to find and isolate these occurrences to restore services. Support teams were in the field and data centers working on failing fiber connections and correcting misconfigured personal home networks in homes. They also tracked down residents with misconfigured devices that caused issues for both themselves and their neighbors, working with residents remotely to troubleshoot problems, getting customers back online in short order. (If you ever feel your HFN connection is not working as expected, please contact HFN customer support anytime at 425-427-0999 or email support@hfnservices.com.)
HFN continues to work to provide the best internet experience possible. Over the last two decades, HFN has made significant investments to upgrade key infrastructure while continuing to build the network as our community grows. Upgrades made at the beginning of the pandemic allowed HFN to meet the increased demands of the last two years, with most of us attending school or working from home. More recently, there was an additional investment in new data center equipment to help isolate and prevent network events that degrade the resident experience. These upgrades help in the prevention of network events and with additional bandwidth capacity.
Upgrades will continue with additional core network electronics scheduled for deployment in the next 45 days, which, once deployed and configured, will have better isolation capabilities, and strengthen residents’ experience. Building on these upgrades, HFN is also investing in the fiber network itself, with planned upgrades to fiber cabling throughout the community. We also plan to deploy faster, scalable, and more resilient network equipment in our data centers, enabling stronger and more consistent network speeds. These steps will open opportunities for speeds faster than a gig and provide more bandwidth for additional services.
HFN is owned and managed by the Issaquah Highlands community, focused on providing the very best internet experience possible. As we plan for the future, HFN works daily to address every resident concern and resolve every issue. HFN has been here since the earliest days of the community and will continue to expand with new capabilities, scaling to meet community needs far into the future.