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Tech Support: HFN Frequently Asked Support Questions

By August 16, 2021August 17th, 2021General
Owlbert HFN

The following is a sample of common questions encountered by Highlands Fiber Network (HFN) customer support. The HFN Customer Support Center is available 24 hours a day, seven days a week. Call customer service at 425-427-0999 or email customer service at support@hfnservices.com

Why are my Wi-Fi speeds slow?

If you notice an extremely slow connection, there are a few things you can do first on your own before contacting customer support.

  1. Consider your location. The surroundings of your device can greatly impact Wi-Fi speeds. Ensure your Wi-Fi device is within the broadcast range of your wireless router, ideally no closer than 5-feet from your router. Ensure your wireless router has a clear broadcast area, not surrounded by large metal devices like an Xbox, PlayStation, or Blu-ray player. Even heavy, dense wood can have an impact on the quality of your Wi-Fi signal strength. Be sure your Wi-Fi router can broadcast its signal clearly to all your devices.
  2. Reboot. Save your work, close all applications, then turn off your device, personal routers, and peripheral equipment. Wait a few minutes, then turn your system back on. If the issue persists, turn everything off and connect your device directly to the HFN service portal using an Ethernet cable. Using the connected device, run a speed test to help confirm your router is impacting Wi-Fi speeds. For an idea of which speeds to expect per different HFN speed plans, check out our FAQs.
  3. Reset your router. Access the reset button on your router with a paper clip or other small tool. With the router powered on, hold in the reset button for several seconds. This resets the router to its original configurations when you first purchased the unit. (Note: any new settings you made, such as personalized passwords, will be lost.) The original factory passwords can typically be found on a sticker on the bottom of the unit and on its original box. After the router powers back up and Wi-Fi speeds are what you expect, reprogram the router again to your preferred settings. Log in using the factory settings to check for firmware updates. Consider replacing the router if it’s no longer supported by the manufacturer with regular security and firmware updates.

How do I upgrade my connection speed?

You can upgrade your internet speed online; it’s fast, easy, and you can do it any time. Click here to sign in to your HFN account and choose your upgraded internet speed. You should experience your new speed within a few minutes. HFN will prorate your new service plan to the first of the month.

If you do not see changes to your internet speed after about 5-10 minutes, please call HFN support at (425) 427-0999.

How do I update my billing and account information?

You can easily update billing and account information online using your HFN account. Click here to log in to update your information. 

Why do I have to pay for HFN if I don’t want or use your service?

Issaquah Highlands homes and buildings that are part of the Covenant for Community are required to pay the minimum periodic fee for HFN service whether you use the network or not. This fee pays for the operation and maintenance of the fiber optic network and starts on the date you close on your home in Issaquah Highlands. Learn more about the purpose and benefits of HFN, as published in our Spring 2021 issue of Connections.

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