Service Updates
This page contains Service Updates for our customers in the Atherton, CA area. Click here for Service Updates for The Village at Northstar.
Service & Billing Center
for Current Customers:
Mon-Fri, 8:30am-8:30pm
Sat-Sun & Holidays, 9am-5pm
Closed Thanksgiving and Christmas
833-673-6546
Posted Friday, January 5, 2024, 8:00 a.m.
Dear Customers,
Happy New Year from Atherton Fiber! The past year has been a big one for our company and we’re happy to share with you some of our accomplishments, as well as some of the challenges we faced. We look forward to continuing our growth and capacity in 2024, with new service tiers with up to 10Gbps, and up to 25Gbps for dedicated line customers.
The Core Migration (also known as “The Hub Move”)
One of our biggest challenges in 2023 was the need to move our network core from the temporary shelter that it inhabited during the Town of Atherton campus construction project into its shiny new home. It was a big job that kept our team working intensively for weeks, requiring that we sever and re-splice some 4,000 connections.
We know that this operation impacted customers’ service for brief periods, and to those who were affected we thank you for your forbearance. Our technicians saw this necessary task as an opportunity, and the good news is that these essential network upgrades will serve to improve Atherton Fiber’s service, speed and capacity for years to come.We’re already seeing greatly improved reliability. Since mid-October when the migration was completed, the network has been rock solid.
More Positive Developments
Post-migration our network is more closely aligned with Juniper EVPN-VXLAN Reference Architecture, and as a result Atherton Fiber now manages more than 800 gigabytes of switchable capacity on the network core, which is orders of magnitude greater than we currently need. This means that we can customize solutions to meet the particular concerns of customers that have high-capacity data requirements. Need a 100Gb private ethernet line to Chicago? Let’s talk. Training AI in your basement? We can feed it for you. If your data requirements exceed the ordinary, we encourage you to reach out to us.
In early 2023, Atherton Fiber began rolling out managed Wi-Fi as a base part of the service, and that has made a big difference to our efficiency and agility. Furthermore, we took feedback received to heart and implemented significant improvements to our customer support. We have enhanced our communication channels, streamlined issue resolution processes, and have invested in additional staffing for our support teams to ensure that you receive the assistance you deserve promptly.
Perennial Challenges
Naturally, it wasn’t all smooth sailing in 2023 and certain incidents which were not always within our control gave us some headaches. For instance, our local squirrels were particularly pesky last year in regards to their unfortunate habit of sharpening their teeth on aerial fiber cables, causing some customers to lose connectivity and prompting the need for immediate action. Also, over the course of the year there were several instances of storms that brought trees down and some of our fiber lines with them. In other cases, auto accidents damaged aerial poles that carry our fiber, which are typically owned and maintained by other entities. In every case, we did our very best to minimize the impact on our customers.
Thank You
As we step into a new year, we are confident that the investments we’ve made in our network and customer support will lay the foundation for a smoother and more seamless experience for all our customers. We remain dedicated to delivering the high-quality service you expect from Atherton Fiber. May the coming year be filled with uninterrupted connectivity, seamless streaming, and lightning-fast downloads for you and your loved ones!
Sincerely,
Atherton Fiber
Posted Friday, November 10, 2023, 8:00 a.m.
Information on Internet Outage
We regret to inform you that our Atherton Fiber network is currently experiencing a service outage due to a broken fiber line, which is affecting a significant number of our customers.
To address this issue promptly, our repair crews for Atherton Fiber are onsite today, commencing at 8 am. They will be working diligently to repair the damaged fiber line and restore services as quickly as possible, and we anticipate the restoration of service by the end of the business day today.
Additionally, we would like to inform you that Pacific Gas and Electric (PG&E) is currently reporting a separate outage that is affecting 1100 people in the vicinity. In the event you are experiencing an outage, we recommend visiting pge.com/outages to determine if your service interruption is related to their reported outage rather than an issue with our fiber network.
If you encounter any issues or have any concerns, please don’t hesitate to reach out to our customer support team (email support@athertonfiber.com, phone 833-673-6546 ext 3).
Thank you for choosing Atherton Fiber.
Posted Tuesday, November 7, 2023, 1:00 p.m.
Important Notice: Potential Intermittent Service Outages Due to Essential Repairs
Atherton Fiber is currently conducting essential repairs on our network that may result in intermittent service disruptions for some of our customers over the remainder of this week.
Due to recent instances of animal-induced damage to fiber cables at multiple sites in our network, we are in the process of conducting essential repairs. Squirrels, particularly active during the fall season, have once again sharpened their teeth on some of our aerial fiber cables, prompting the need for immediate action to ensure the stability and reliability of our services.
Unfortunately, these repairs may result in intermittent service outages for some of our customers. Please be aware that the timing for these potential outages is not within our direct control, as we sometimes rely on third-party repair teams to address these specific issues. Also, it’s important to note that not all of our customers will experience service outages.
However, if you find yourself affected by these intermittent disruptions, we sincerely apologize for any inconvenience caused. Rest assured, we are aware of the situation and are diligently working to be proactive in fortifying our lines against such disruptions, especially in preparation for the upcoming winter season.
Thank you for your continued support and understanding as we work to maintain the integrity of our network infrastructure.
If you encounter any issues or have any concerns, please don’t hesitate to reach out to our customer support team (email support@athertonfiber.com, phone 833-673-6546 ext 3).
Thank you for choosing Atherton Fiber.
Posted Wednesday, September 27, 2023, 2:30 p.m.
Service Restored
The service disruption affecting many of our customers today was the result of a physical fiber cut. Our technical team has successfully restored service. If you are still experiencing any connectivity issues, please reboot your modem and Wi-Fi router. If after taking that step you are still having issues, email support@athertonfiber.com.Posted Wednesday, September 27, 2023, 1:00 p.m.
New Network Issues
Thank you for your patience. While our Hub move is continuing we are now also dealing with a completely unrelated fiber cut issue somewhere in the network. We are not sure if someone has cut or backhoe through a cable, or if a car has hit a pole causing damage. We are doing everything we can to address and rectify the issue as quickly as possible. We sincerely apologize for the inconvenience this is causing. Please email us at support@athertonfiber.com if you are affected.
Gerry Lawlor, CEO
Posted Wednesday, September 27, 2023, 11:15 a.m.
Service Restored
Thank you for your patience. Our technical team has successfully restored service, and you should now have access to your internet connection. If you are still experiencing any connectivity issues, please reboot your modem and Wi-Fi router. If after taking that step you are still having issues, email support@athertonfiber.com.
Posted Wednesday, September 27, 2023, 10:00 a.m.
We’re Working Diligently to Improve Your Internet Service
We understand that some of you have been experiencing slower-than-usual internet service this morning. We want you to know that we are aware of the issue and are actively working to find a solution. Our technical team is investigating the root causes of the slowdown and is implementing measures to restore normal service as quickly as possible. We will keep you updated on our progress on this page.
We understand how frustrating slow internet can be, and we appreciate your loyalty and patience as we work to resolve this issue. We remain committed to delivering the high-quality internet service you deserve.
Thank you for choosing Atherton Fiber
Posted Wednesday, September 27, 2023, 7:00 a.m.
Troubleshooting Tips
If you are experiencing a connection issue, please reboot your modem and Wi-Fi router.
You can check your connection by bypassing your wifi router and connecting directly to the modem, to see if the issue is with your wifi router.
Please check the speed by plugging directly into the device (Calix, Icotera, Juniper, or FiberStore) that the technician left, rather than checking via wifi.
- Find the device the technician left that terminates your fiber-optic connection from the street and make sure all cables are plugged in securely and there is power to the device.
- There should be an ethernet cable leading from it to your main house router, which generally feeds the rest of your house your wifi connectivity.
- Take the ethernet cable out of the back of the router, and plug into your portable device.
- You can go to the speedtest servers, speedtest.net and fast.com
Please let us know by e-mailing support@athertonfiber.com if there are still connection issues when plugged directly into the device OR if you see a red light on the device. Send all relevant photos including the front of device to show the lights, and the back of the device so we may see the connections and speed test results.
Posted Thursday, September 21, 2023, 7:00 a.m.
Atherton Fiber Network Core Migration Begins Today
Starting this morning at 8am, Atherton Fiber’s technicians will be migrating all customer fiber connections to our new network Hub. At some point within the following periods, you will experience a service disruption of about 15 minutes.
Thursday 9/21, 8am-5pm
Friday 9/22, 8am-5pm
Monday 9/25, 8am-5pm
Tuesday 9/26, 8am-5pm
Wednesday 9/27, 8am-5pm
Thursday 9/28, 8am-5pm
Friday 9/29, 8am-5pm
Your internet service will be offline for about 15 minutes in one of the above time windows. It will only happen once. We apologize for any inconvenience that this brief and necessary outage may cause.
Why is this happening?
As part of the ongoing Town of Atherton campus construction project, Atherton Fiber needed to rehouse the network core (often referred to as “The Hub”) in a temporary shelter. Now that construction of the beautiful new campus is complete, we are moving the Hub into its new permanent home. It’s a big job. We’ll be severing and re-splicing 4000-ish fibers, so some service interruption is unavoidable. However, we’re limiting impact to customers as much as possible by re-splicing 12 fibers at a time which takes around 15 minutes.
How will it improve Atherton Fiber’s service?
With the Hub move we will be making essential network upgrades to improve reliability, speed and capacity. Also, we will be introducing new service tiers with up to 10Gbps available across our entire connected customer base, and up to 25Gb/s for dedicated line customers. These services will be rolled out progressively post-move.
Kind regards,
The Atherton Fiber Team
Posted Friday, September 15, 2023, 1:00 p.m.
Atherton Fiber Network Core Migration (a.k.a. ‘The Hub Move’)
Update: Nothing new to report, we’re on track and ready to roll. If you’ve seen our previous messages, read no further – you’re fully informed…. …unless you’re curious about where we’re headed, then skip down to Boldly Go…
Quick recap on timing to save you some scrolling: Starting this Thursday 21 Sept, we’ll be migrating all customer fiber connections to our new network Hub, 12 customers at a time – which takes about 15 minutes of downtime, and over the following periods:
Thursday 9/21, 8am-5pm
Friday 9/22, 8am-5pm
Monday 9/25, 8am-5pm
Tuesday 9/26, 8am-5pm
Wednesday 9/27, 8am-5pm
Thursday 9/28, 8am-5pm
Friday 9/29, 8am-5pm
Thanks for all your move feedback over the last month, we’ve incorporated your comments and suggestions into our plan, and been able to help those of you with critical needs over the migration period. If you have a critical broadband need over the scheduled periods – you must arrange it with us no later than next Tuesday.
…Boldly Go…. Where exactly?
In our last message we touched on some of the next-gen services we’ll be able to offer after the Hub move on our shiny new network core…. But wait, there’s more…
We don’t want to be just an ISP – there. We said it. There’s no advantage to our customers if we simply match and mirror the type of services offered by the competition – we want to do more, and now – with an upgraded network in a permanent home, we can be more.
We want to be your N(etwork)SP, and go way beyond offering basic internet. We want to flip the script, and let you tell us what you want – and we’ll make it happen. Need a 100Gb private ethernet line to Chicago? Let’s talk. Training AI in your basement? We can feed it for you. Tired of poor cell coverage on your property? Very fixable, call us (or email if the call drops out).
Over the past few months, we’ve been trialing this approach with a small number of customers (you know who you are 
), and have only met success.
We’ve proven that we have the technical depth, experience and commercial relationships needed – and with the Hub move, the network platform – to deliver services that no-one else can, which is our way of saying:
Happy 100th Birthday, Atherton
Kind regards,
The Atherton Fiber Team
Posted Friday, September 8, 2023, 1:00 p.m.
Atherton Fiber Network Core Migration (a.k.a. ‘The Hub Move’)
Good news is no news! – Yes, nothing’s changed since our last message, we’re still on track with an unchanged schedule. Here’s a quick recap in case you missed the first notice (last week), plus some color on how we’re preparing, and what we’re aiming for.
As part of the Town of Atherton campus construction project, Atherton Fiber needed to rehouse the network core in a temporary shelter. Now that campus construction is complete, we can move the network core into a new permanent home. We’ll be migrating 12 customers at a time, which takes about 15 minutes of downtime, over the following periods:
Thursday 9/21, 8am-5pm
Friday 9/22, 8am-5pm
Monday 9/25, 8am-5pm
Tuesday 9/26, 8am-5pm
Wednesday 9/27, 8am-5pm
Thursday 9/28, 8am-5pm
Friday 9/29, 8am-5pm
Individually speaking, your internet service will be offline for 15 mins in one of the above time windows – this will only happen once for you, so it’s plain sailing after that.
If the windowed nature of the schedule is going to cause you grief, please contact us by email or phone and we’ll find a way to soften the blow.
How we’re preparing:
Atherton Fiber customers are a unique group – many of you inhabit critical roles in your working life, relying heavily on broadband at home to function effectively. That awareness permeates our entire approach to the upcoming move, and how we build and run the network.
Since the last move we’ve added more technical depth to the company – our in-house engineering staff now has a combined experience of 30+ data center builds and relocations spanning 60+ years, spent in major telcos and cable, as well as defense, financial markets, energy – as well as boutique ISP’s and tech startups.
We know that to obtain and keep your business, we need to deliver services and an experience well beyond what’s available from the competition. We believe we’re ahead for the most part, but not as far as we’d like. The Hub move gives us an opportunity to take a big step up with our network architecture, letting us offer true next-gen services years before the competition.
So…. That’s what gets us up in the morning, and for this month, keeps us up at night as well 🙂
Kind regards,
The Atherton Fiber Team
Posted Thursday, August 31, 2023, 1:00 p.m.
Atherton Fiber is moving and improving.
As part of the Town of Atherton campus construction project, Atherton Fiber needed to rehouse the network core in a temporary shelter. Now that campus construction is complete, we can move the network core into a new permanent home.
In conjunction, we’ll be making some network upgrades to improve reliability, speed and capacity, with new service tiers: up to 10Gb/s available across our entire connected customer base, and up to 25Gb/s for dedicated line customers. These services will be rolled out progressively post-move.
FAQ
What does moving look like?
It’s a big job. We’ll be severing and re splicing 4000-ish fibers, so some service interruption is unavoidable, however – we’re limiting impact to customers as much as possible by re-splicing 12 fibers at a time which takes around 15 minutes.
When is this happening?
We’ve scheduled the move for Thursday 9/21 to Friday 9/22, and Monday 9/25 to Friday 9/29, but the number and density of connections involved makes it difficult to predict who gets cutover and when. We expect most of the re-splicing for live connections will occur between 8am and 5pm each day, with your 15-minute outage happening between these times, and only once. We’ll keep you informed of any changes in schedule.
Ouch! My internet!
If you have a critical need over that period, contact us! We’ll work with you to provide as much advance notice as possible of cutover time or ensure we don’t interrupt service in a nominated blackout window.
Kind regards,
The Atherton Fiber Team
Posted Sunday, August 6, 2023, 12:00 p.m.
Unexpected Service Interruption – Resolved
Our network engineers discovered an issue in the network, which has been resolved. Yesterday’s issue was related to an unresolved software bug on our core switch platform. The issue happens very rarely, and we’ve been working with the vendor to get it resolved. It affected GPON customers only. If your service appears to be offline, please restart your modem/router/wifi gateway. If issues persist, please email support@athertonfiber.com or phone 833-673-6546 ext 3.Posted Wednesday, May 10, 2023, 9:00 a.m.
Scheduled Emergency Network Maintenance – Successful
Emergency maintenance was successful last night/this morning. The problem was traced to a core network switch, which has been replaced. Customers who experienced poor speeds and/or packet loss should see full service restored. If your service appears to be offline, please restart your modem/router/wifi gateway. If issues persist, please email support@athertonfiber.com or phone 833-673-6546 ext 3.Posted Tuesday, May 9, 2023, 6:00 p.m.
Scheduled Emergency Network Maintenance
Please be aware that Atherton Fiber will be conducting emergency maintenance on our network to address packet loss issues experienced by some customers. This work will be performed at the following times:
Wednesday (5/10) , Thursday (5/11), Friday (5/12), between 12:15am-3:15am.
Intermittent outages of up to 30 mins may be experienced by some customers. We apologize for any inconvenience.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Saturday, March 18, 2023, 6:00 p.m.
Update: Unscheduled Outage Due to Fallen Tree
Our technicians are continuing to monitor and calibrate our network. We have seen no new incidents in the past 24 hours. Please reach out if you are experiencing issues with your connection.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Saturday, March 18, 2023, 11:00 a.m.
Update: Unscheduled Outage Due to Fallen Tree
On Tuesday (3/14) we were notified of multiple fallen trees that continue to impact service. There are multiple cables with extensive damage from the storm on Tuesday. Crews have been onsite to repair cables, and will continue to work on them through the weekend and next week.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Friday, March 17, 2023, 11:00 a.m.
Update: Unscheduled Outage Due to Fallen Tree
On Tuesday (3/14) we were notified of multiple fallen trees that continue to impact service. Crews were onsite all day today (3/17) to repair the main fiber cable and the damage is extensive. Technicians will be onsite tomorrow (3/18) to continue repairs.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Wednesday, March 15, 2023, 11:00 a.m.
Update: Unscheduled Outage Due to Tree Fall
On Tuesday (3/14) we were notified of a tree fall that continues to impact service. PG&E is assessing the power line and the tree must be removed from the power line before we can determine if there is any damage to the fiber.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Tuesday, March 14, 2023, 4:00 p.m.
Unscheduled Outage Due to Tree Fall
We’re experiencing an outage impacting a small number of customers due to a tree fall. PG&E is assessing the power line which is also down. Emails or phone calls sent to support staff may be queued and responded to once service has resumed.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Wednesday, February 22, 2023, 8:00 a.m.
Unscheduled Outage Update
Please be aware that on 2/21/23, Atherton Fiber was notified of an outage in the fiber network. Our Network engineers identified an issue within the network and have resolved it.
Further outages are possible as damage to power infrastructure is assessed and repaired. Please note that there is still an ongoing PG&E outage that may be impacting your service. For more information, visit PG&E’s Outage Center page.
If you are still experiencing any connectivity issues, we first ask that you try rebooting your equipment (Juniper, Icotera, FiberStore, or Calix) and/or your wifi router.
Emails or phone calls sent to support staff may be queued and responded to once service has been resumed.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Thursday, January 5, 2023, 10:30 a.m.
Outage Update
Service restored for all customers.
Multiple tree-related power and data cable failures have occurred in the Atherton area and travel is restricted in a number of streets, particularly around train lines. Weather advisories remain in effect for the Bay area, with significant power outages still around the district. We have repaired and replaced all equipment that suffered damage during the power event, and have sourced additional generators as standby.
All internet services have been restored, and devices should reconnect automatically – in some cases a reboot of your wifi router may need to be performed. If you are still experiencing issues please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Thank you again for your patience and understanding as we weather the storm, and we hope yourself, family and friends remain safe (and dry) for the duration.
Atherton Fiber
Posted Wednesday, January 4, 2023, 11:30 p.m.
Outage Update
Service restored with exceptions – 46 customers remain impacted
Multiple tree-related power and data cable failures have occurred in the Atherton area and travel is restricted in a number of streets, particularly around train lines. Another front of similar intensity is expected before midnight.
Early assessment indicates a power event caused damage to power distribution and management devices in our main comms hub. We have replaced/repaired affected equipment and restored service to most customers, with the exception of one switch supplying 46 customers.
We are urgently working to recover a switch from another location, but are unable to access the site due to closures, with access unlikely before tomorrow morning. We will provide another update at 9am tomorrow, Thursday Jan 5.
We’d like to apologise for any inconvenience experienced during this weather event – and wish to assure our customers that every effort is being made to restore service as soon as possible. As our available staff are presently engaged on sustaining network operations during the power outage, emails or phone calls sent to support staff may be queued and responded to once service has been resumed.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning (833) 673-6546 ext 3.
Thank you again for your patience and understanding as we weather the storm, and we hope yourself, family and friends remain safe (and dry) for the duration.
Atherton Fiber
Posted Wednesday, January 4, 2023, 10:00 p.m.
Unscheduled Outage
We’re experiencing a widespread outage, which is still being assessed. We will continue to email updates on service impact and estimated time of restitution (ETR) at 30 mins past the hour throughout this evening.
Emails or phone calls sent to support staff may be queued and responded to once service has been resumed.
For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Monday, June 13, 2022, 1:00 p.m.
Scheduled Maintenance – June 14 at 5 am PST
Please be aware that on June 14th at 5 am PST, Atherton Fiber will be conducting proactive network maintenance. Some services hosted in Atherton could be affected. Customers might experience intermittent connectivity issues for 30 to 45 minutes. Services should be back to normal by 6am.
Any emails or phone calls sent to support staff during this scheduled outage window will be queued and responded to once service has been resumed.
Services impacted: Internet access. For a brief period, connectivity could be interrupted.
For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.
Posted Wednesday, March 2, 2022, 3:00 p.m.
Fiber cut affecting multiple carriers impacting Bay Area Internet traffic
Please be aware that on March 1, at approximately 2:30 PM, Atherton Fiber lost connectivity on our circuit between Atherton and San Francisco. Traffic on our network automatically rerouted to an alternate path without issues.
Subsequently, we have learned that there has been a large fiber cut at Bayshore Freeway and Oyster Point Boulevard. The fiber cut has affected approximately a half dozen telecommunications providers including part of the Atherton Fiber network ring. Due to the severity of the fiber cut, a great deal of traffic is being rerouted and some Internet content providers may be having network capacity issues as well.
We have received a few support requests in the past 24 hours that we have attributed to this fiber break. The typical issue is slow connectivity to different sites and services as well as fluctuating bandwidth while using bandwidth intensive applications. This is caused by traffic taking sub-optimal network paths.
We apologize if you are being affected by this. Our network team has been monitoring this issue closely and working with our providers to actively reduce these issues.
Impact: With multiple providers affected, we expect the issue will take another 24-48 hours to resolve.
Posted Friday, December 3, 2021, 3:00 p.m.
Scheduled Proactive Network Maintenance
Thursday, December 9th at 12am
Services impacted: Internet access
Impact: For a brief period, connectivity will be interrupted.
Please be aware that on Thursday, December 9 at 12:00am, Atherton Fiber will be conducting proactive network maintenance. All services hosted in Atherton will be affected. Customers can expect a couple of ten-minute outages between 12am until 2am, and the affected time will likely be less.
Devices should reconnect automatically, but in some cases a reboot of the fiber modem (Calix, Icotera, Juniper) and wifi router may need to be performed. Any emails or phone calls sent to support staff during this scheduled outage window will be queued and responded to once service has been resumed.
Questions? For more information, please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546, ext 3.
Posted Wednesday, November 24, 2021, 3:00 p.m.
Director of Network Engineering and Operations Steve Gibbard has written an informative blog post about how Atherton Fiber configures its DNS servers, and how using third-party DNS servers can affect your internet connection. Read the post here.
Posted Saturday, November 20, 2021, 11:00 p.m.
There appears to have been an issue over the weekend impacting customers who were using a third party DNS resolver. In order to maintain stable service, we recommend that our customers use Atherton Fiber’s DNS resolvers, so that we can fully support your Internet access.
Posted Friday, November 5, 2021, 11:00 a.m.
Our technicians are continuing to monitor and calibrate our network, but we are pleased to report that we believe that we have stabilized our network. We have seen no incidents in the past 24 hours. Please reach out if you are experiencing issues with your connection.
Posted Thursday, November 4, 2021, 11:00 a.m.
As you may be aware, the town of Atherton has recently relocated its municipal offices to the new Town Center. This has required us to temporarily move our communications hub to a new location. Yesterday, an issue with the router software in our recently-relocated hub caused a service interruption that has affected some of our users. Early this morning we performed a software upgrade intended to safeguard our network against future incidents.
We understand that your uninterrupted internet connection is essential to your life, and we apologize for any inconvenience that affected users have experienced. At the time of writing, unfortunately some of our customers continue to experience degraded performance issues with their connections. Please know that our team is currently working to restore normal performance levels.
We will post updates on this page on a regular basis as new information becomes available.