Late on Friday, Dec. 10, Highlands Fiber Network (HFN) became aware of connectivity issues impacting a limited number of customers. Troubleshooting directly with customers over the weekend, we determined all used an incorrectly installed mesh Wi-Fi router system to connect devices to HFN’s internet service. HFN confirmed no known issues with the HFN network itself, and impacted customers could successfully connect to HFN service using a non-mesh router or by removing the mesh system and plugging devices directly into the HFN portal.
Today, after working around the clock since Friday night, HFN Customer Service teams successfully diagnosed the issue and are currently alerting all impacted customers. Those customers should only need to reboot their equipment to regain connectivity. All customers will receive an email from HFN later today with more information.
If you are still experiencing connectivity issues, please contact HFN Customer Service at 425-427-0999 or email firstname.lastname@example.org.
To learn more about setting up your home Wi-Fi network, check out these helpful articles on the HFN website:
For HFN status updates, please visit highlandsfibernetwork.com/support/status.
Jeremy Fallt is the HFN general manager, and a Central Park resident.