Skip to main content

More Availability and In-Home Support From HFN

By July 25, 2022July 27th, 2022Connections, HFN

More Highlands Fiber Network Community Services Are Coming

Later this summer, Highlands Fiber Network (HFN) will begin the rollout of expanded weekend onsite support and premium in-home tech assistance. Included will be personal Internet device installation, setup, and more.

And we’ve already started; if you have a connectivity issue, our field teams are now available Monday through Saturday. More details will be announced soon, so be on the lookout!

Highlands Fiber Network receives many requests and questions from Issaquah Highlands residents every month. Below is a breakdown of the types of support requests and the top three questions posed by users last month.

The Top 3 Most Popular Questions Last Month:

Question: How do I pay my bill online?

Answer: HFN has an easily accessible online payment portal.

Question: How can homeowners add new tenants to their account?

Answer: As the homeowner, please contact our accounting department with the name, phone and email address of your new tenant, so that you can authorize their addition to your account.  Our accounting department can be reached here. Phone: (425) 427-0999. Email:

Question: Will my service be interrupted during the upgrade?

Answer: Yes, during the process of upgrading your service to the Quantum Gig service plan, your existing service will be disrupted.  We will be testing the fiber optic line to ensure that it can handle the new speeds, and replacing it if the fiber cannot.  We will also be replacing the existing equipment installed in your home’s media cabinet for the new service plan as well.

We’ll work as quickly as we can to keep the disruption to a minimum.

Breakdown of Al User Requests to the Highlands Fiber Network Call Center:

Category Ticket Percentage
Accounting Question 21%
Connectivity 21%
Transfer of Service 18%
No Connectivity 12%
Home LAN Troubleshooting 9%
Billing Info Update 6%
New Service Accounting 5%
HFN Voice Help 3%
Other 3%
Email Help 2%
Lost Credentials 1%

Jeremy Fallt is the HFN general manager and a Central Park resident.

As published in the summer 2022 Connections >>