Customer Support


Thanks for choosing Twin Valley for your communication needs!

Below, you will find helpful resources to answer your questions. If you do not find a solution, feel free to give us a call at 800.515.3311.

Online Billing

NOTE: You MUST have your account number to register! Your account number is NOT your telephone number. To locate your account number, refer to your last billing statement. The account number can be found on the left side of the front page towards the top. Or you can contact our customer service center at 1.800.515.3311 to receive your account number.

Internet Troubleshooting Tips

Please make sure power cords and other connections are firmly connected on the device with the affected service.

No Internet

Wired: Ensure the Ethernet cable is firmly attached to your device and to the outlet on the wall. Also check the battery pack for power. If you still have no Internet service, please call 1-800-515-3311.

Wireless (WiFi): Reboot the WiFi router by unplugging and re-plugging the power source. Next, check for firm connection of Ethernet cord to the router and the outlet on the wall. Then, check the battery pack for power. If you still lack Internet service, please call 1-800-515-3311.

Wired or Wireless Devices

Although Twin Valley provides the fastest network speeds available in the home today, there are a number of situations that can cause your network speeds to slow down.

  • Older equipment or hardware
  • Slow connections between Twin Valley’s network and the websites you visit
  • Multiple wireless devices connecting to the network

Wi-Fi Optimization Checklist

Below are suggestions for optimizing your wireless connections on your network. They are arranged from quick-and-easy methods to more complicated methods.

  • Relocate your wireless device
  • Restart your router
  • Shut down all applications
  • Check for wireless driver updates

Perform a Speed Test

An Ethernet (or Cat5) connection to your PC or other connected device will give you the best connection to our network. To perform a true speed test of your service speed, connect your device through this method, if possible. Since other speed tests will jump to the location where that speed test’s server is located, we require that our speed test tool be used, which can be found at

Twin Valley Pulse

Twin Valley Pulse is provided to the optical network terminal, commonly called the ONT, which is the box outside your home. To get that speed all the way to your device, all the connections between the ONT and the device need to be Gigabit capable.

For optimal performance, consult your equipment manufacturer/software developer for required upgrades and configuration updates.


Smartphone Email Settings

Quick Settings

Twin Valley -

Incoming Server

POP Server Settings:

  • Server:
  • Port: 995
  • SSL: Enabled
  • Username:

IMAP Server Settings:

  • Server:
  • Port: 993
  • SSL: Enabled
  • Username:

Outgoing Server

SMTP Server Settings:

  • Server:
  • Port: 465
  • SSL: Enabled
  • Username:
    User/Pass Authentication Required

Contacts and Calendars Client Settings

CalDAV Server Settings:

  • Server:
  • Username:

CarDAV Server Settings:

  • Server:
  • Username:

TV Tips

Frozen Screen

Unplug your setup’s power source to reboot the television.

Blue Screen

A blue screen indicates that the TV is either on the incorrect channel or the incorrect input source. Confirm that both are correct.

Fuzzy Screen

Your television screen is showing lines or other forms of distortion. The TV channel selected is incorrect. Please walk up to the TV and channel up or down on the TV itself until the correct channel is selected.

Remote Programming and Operating Instructions and Key Guides


Telephone Tips

Corded Phones: No Dial Tone

Please check to make sure all connections are firmly in place. If you still do not hear a dial tone, check the battery pack for power. If there is still no service, please use another phone to call 1-800-515-3311.

Cordless Phone: No Dial Tone

Unplug and re-plug the power source and the phone line. If still no dial tone, check the battery pack for power. If there is still no service, please use another phone to call 1-800-515-3311.

All Services Out

Check the battery pack to confirm that it has power. If the power cord is connected and there are no lights, please check your circuit breaker box. If there is still no service, please use another phone to call 1-800-515-3311.


ACH Form

Register up for Automatic Bill Payments to automatically deduct your monthly payment from your account.

Lifeline Form

The Lifeline program provides a discount on phone service for qualifying low-income consumers.

Pulse Agreement

ILEC Agreement

Order New Service

Report Trouble

We apologize for any service issues you may be having. Please fill out the Report Trouble Form and a representative will be in contact with you within one business day.