Customer FAQ – Upcoming Portal Upgrade

Why is this necessary?

We are performing a scheduled upgrade of our internal systems to improve the reliability, scalability, and long-term stability of the customer portal. This work ensures the platform continues to meet customer needs for years to come.

The upgrade is scheduled for Friday, October 10, 2025 at 6:00 PM EDT through Saturday, October 11, 2025 at 6:00 AM EDT.
(All times are listed in Eastern Daylight Time )

Your servers and network connectivity will remain online during the entire window.

During the upgrade, the portal will be placed into read-only mode.
Any features that make changes in the system will not work, including:

  • New orders or service upgrades

  • Password changes and user management

  • Additional IP purchases / VLAN changes

  • Operating system reloads

  • Billing updates (e.g., recurring invoices)

  • Other account modifications

Note: If you attempt these actions, you may see error messages. This is expected during the upgrade window.

Yes. Console access (VPS console, IPMI/KVM) is expected to work as normal.
If you experience any issues accessing these features during the upgrade, please contact support@hivelocity.net for assistance.

If you need an urgent change during this window, please contact support@hivelocity.net or call (888-869-4678) and our team can assist manually.

Any changes made during the maintenance window may not persist and could need to be repeated after the upgrade is complete.
Examples include:

  • Creating or deleting users

  • Changing user passwords

  • Updating account information

For urgent needs during this time, please contact support@hivelocity.net or call (888-869-4678) for assistance.

No action is required.

  • No major changes to how you log in or use the portal.

  • The upgrade is focused on improving reliability and scalability behind the scenes.

  • All of your existing data and configurations will remain safe and unchanged.

  • If you notice any issues after the upgrade is complete, please contact support immediately so we can resolve them.

Yes. Bandwidth graphs may show a temporary gap (“blip”) after the upgrade window.
This is a result of the migration process and does not reflect any actual downtime or impact to network performance.

Yes.

  • You will see a banner on the MyVelocity login page before and during the upgrade.

  • You will also see a banner once the upgrade is complete.

  • Pop-up messages will display if you attempt to use sections of the portal that are temporarily unavailable.

  • Customers will receive email notifications prior to the upgrade and once the work is finished.

  • Email: support@hivelocity.net or call (888-869-4678)

    • Please reference “Portal Upgrade” in your email subject

  • Phone support will remain available during the entire window.