Service Updates
This page contains Service Updates for our customers at The Village at Northstar. Click here for Service Updates for the Atherton, CA area.
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 Wednesday, April 12, 2023, 4:30 p.m.
Ongoing service internet service issues, affecting all Northstar Atherton Fiber customers – Resolved (4/12/23)
Our upstream provider has advised that they have rectified the packet loss issues. We have evaluated both connections, and concur that they are stable and operating nominally. If you continue to experience connectivity issues, please reach out to support@athertonfiber.com.Posted Tuesday, April 11, 2023, 4:30 p.m.
Ongoing service internet service issues, affecting all Northstar Atherton Fiber customers – Update (4/11/23)
Damage to equipment and/or cabling on the transmission path between Truckee and Northstar – replacement equipment and repair in process.
We continue to work closely with our upstream provider who has engaged crews to inspect the cable path between Truckee and Northstar. Current internet performance, although still degraded, is not deteriorating further – streaming should be OK, voice and video calls may be problematic.
We appreciate your patience and will post another update tomorrow (4/12).
Posted Monday, April 10, 2023, 4:30 p.m.
Ongoing service internet service issues, affecting all Northstar Atherton Fiber customers.
Damage to equipment and/or cabling on the transmission path between Truckee and Northstar – replacement equipment and repair in process.
We continue to work closely with our upstream provider who has engaged crews to inspect the cable path between Truckee and Northstar. Current internet performance, although still degraded, is not deteriorating further – streaming should be OK, voice and video calls may be problematic.
We appreciate your patience and will post another update tomorrow (4/11).
Posted Thursday, April 6, 2023, 9:30 p.m.
Ongoing service internet service issues
Affecting all Northstar Atherton Fiber customers.
Damage to equipment and/or cabling on the transmission path between Truckee and Northstar – replacement equipment is en route with repair expected in the coming days.
Early on Wednesday 5 April, performance on the two internet uplinks began to degrade sporadically, resulting in intermittent packet loss, and either partial or complete loss of internet connectivity for customers, depending on what application was used. Steps were taken to balance load between the two links to reduce the impact of packet loss, which has helped a little – most customers should be able to stream on one or two screens, but video conferencing and voice calls will have problems.
We are working closely with our upstream provider to expedite repairs as soon as possible – unfortunately this has been a difficult issue to isolate, requiring progressive replacement of transmission components to troubleshoot, which is ongoing.
Apologies for this interruption as we head into the holiday weekend, we’ll provide another update via email tomorrow.
Posted Thursday, January 5, 2023, 10:30 a.m.
Service Update
Currently all systems are go. A winter storm warning for the Greater Lake Tahoe Area remains in effect until 4 a.m. PST Friday.
If you are experiencing issues please contact Support by emailing support@athertonfiber.com or phoning 833-673-6546 ext 3.