Common Internet Issues

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 Internet

Twin Valley Pulse Internet 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.