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.
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.
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.
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.
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.
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