Your first bill reflects charges in advance for the current month. Since this is your first bill, you may also have pro-rated charges for services received last month, as well as any one-time charges. Let’s take a look at a real-world example!

In the image below, the “Recurring Charges” reflect the charges for the coming month, as we bill in advance. In the “Non-Recurring Charges” we see charges for the past month for another 36 days of service. Think of it as “catching up” on your bill.

This example represents a total of 66 days of service and an unusually high bill. You can also view a full bill sample here to better understand your bill.

We distribute all billings by the 1st of each month, and payment is due upon receipt. Payments not received by the 15th of the month are considered delinquent. If, for some reason, you cannot make your payment by the 15th of the month, contact us, and we would be happy to work out a payment arrangement with you.

Trouble with your internet connection? Check out these tips for troubleshooting your internet issues.

• Check Our Website – Our website’s Status of Services page is the most up-to-date place to check for known outages.
• Check Your Cords –
Ensure all cords are undamaged and securely connected to your equipment, including the router, modem (if you have one), ONT (on the exterior of your home), etc.
• Try a Different Website/App – 
If another website/app is loading, the issue is likely not with your internet but rather the website/app you’re trying to access.
• Run a Speed Test – 
You can do this within the Twin Valley Connect App or by visiting speedtest.net. Here are a few things to remember when running speed tests:
  • Some speeds are faster than many devices can handle. Just like all technology, computers and equipment advance at a rapid pace. Your laptop or PC will typically be able to handle much more speed than a tablet, smartphone, or gaming console.
  • Multiple devices on the same connection in your household could affect the reading. Try to run the test at a time when the only running device is the computer you are using to run the test. Disconnect devices so they do not use up bandwidth.
• Not Enough Bandwidth
  You may have more connected devices in your household than you think! While users on gigabit or faster plans have fewer support calls and higher customer satisfaction ratings, our customer service team can help you evaluate your current subscription to determine the best speed for you and your family or business.
• Evaluate Your Equipment –
Make sure you have the latest updates installed on your device(s). Is your router older than five years or not placed in an optimal spot in your home? We can help. Our Managed WiFi ensures you always have the best and most up-to-date router equipment, plus free maintenance and upgrades. Call us to add this service to your account.
• Reboot Your Router –
Unplug your router’s power cord. Wait two minutes, then plug your router back in. Wait a few more minutes for it to re-establish a connection. Launch a browser and wait to see if the page comes up.

Still Need Help?

Let’s get you back up and running. We’re a call, click or email away, 24/7. Contact Us >>