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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.
Following our update two weeks ago, network engineers have continued maintenance activities on core HFN electronics and core network equipment. During some of the more recent maintenance periods, engineers found, isolated, and made corrections to a small number of malfunctioning devices that have been causing some network issues over the last few months. These changes resulted in a better experience for users and allowed for the next step in network upgrades to begin.
In addition, engineers found four individual users with looped, or misconfigured personal devices, causing disruptions for themselves and others in their neighborhoods. Support reached out and worked with these users quickly and helped resolve their personal network issues, strengthening Internet service to all affected.
These HFN users and a small number of others continue to encounter these 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 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.
You may see additional field teams working nearby as efforts to upgrade the physical network fiber infrastructure have begun. Several neighborhoods are scheduled to get upgraded to newly installed fiber optic cabling over the next few months. Be aware some of this work may be near your home; please take caution as crews are working in vaults in the street and sidewalk areas. As mentioned previously, some planned network upgrades continue to be delayed due to recent manufacturing and shipping challenges. We are actively pursuing multiple avenues for optical equipment and expect to source new equipment shortly. We appreciate your understanding and patience as the recent upgrades have been slowed because of these challenges.
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.