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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.
You may have noticed a brief impact while using the Highlands Fiber Network Wednesday, June 8th. At approximately 4 PM there was a 4-5 minute disruption for HFN users resulting in increased latency or connection loss. All services were restored at 4:05 PM. Network administrators were immediately made aware and acted to recover core network services caused by a failure of a core network switch. Due to an active investigation and isolation of other core network hardware, redundant systems did not engage as expected. Following this event, earlier this morning, an additional maintenance event was added to the schedule to investigate and reset core switch equipment. This work occurred this morning from 12 AM to 3 AM during HFN’s weekly maintenance window. We apologize for any effect this had on your service.
As you may have seen with other recent maintenance notifications, core HFN electronics and major fiber upgrades continue since they started earlier this year. Additional maintenance windows will be scheduled over the next several weeks as the upgrades continue. As was shared previously, HFN is in the process of overhauling network components architected over 20 years ago. Once complete, the efforts will result in stronger network resiliency and additional routing and capacity for faster speeds. Some of the planned upgrades continue to be delayed due to the recent manufacturing and shipping challenges, which have directly affected timelines. We appreciate your understanding and patience as the recent upgrades have been slowed because of these challenges.
A small portion of HFN users continues to encounter issues with their connection due to localized network loops, misconfigured personal equipment, and non-firewalled wireless home networks being plugged directly into the network. We continue to work with everyone encountering an issue and again strongly encourage users to add a router between their home network and the highlands fiber network gateway. You can read more about HFN’s recommendations on Connecting Your Home.
If you have any questions or encounter any connectivity issues, please contact support directly so we can work with you to resolve the issue. Our team can help walk through the issue over the phone or in person. Don’t hesitate to contact support directly at 425-427-0999 or by email at support@hfnservices.com if you experience internet issues.