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No Internet Connection

Trouble with your internet connection? Let’s check a few of the more obvious reasons first:

  • Not enough bandwidth for the devices and types of online activities in your household. Our customer service team can help you determine the best speed for you and your family or business.
  • Cord unplugged or chewed by a pet.
  • Website or streaming service is down.
  • Bill has not been paid (it happens to us all!).
  • Issue with the equipment in your home, such as a router that is not optimally placed, outdated or insufficient for your needs. Twin Valley offers Managed WiFi so you always have the best and most up-to-date router equipment.

Read on for tips on how to troubleshoot internet issues or contact support 24/7.

  • Power Cycle

    Fiber Internet 

    1. Turn off your computer.
    2. Check the battery pack/power supply for the fiber ONT to make sure it is plugged in and has power.
    3. Unplug your router’s power cord.
    4. Check for loose cables.
    5. Plug your router back in.
    6. Wait a couple minutes for it to re-establish a connection. Launch a browser and wait to see if the page comes up.
    7. If this doesn’t work, there may be a temporary outage.

    All Others

    Turn the equipment off and back on in this particular sequence:

    1. Turn off your computer(s).
    2. Unplug the modem’s power cord.
    3. If a router is connected, unplug the router’s power cord.
    4. Check for loose cables.
    5. Plug in the modem.
    6. Plug in the router.
    7. Wait a couple minutes for it to re-establish a connection. Launch a browser and wait to see if the page comes up.
    8. If this doesn’t work, there may be a temporary outage.
  • Run a Speed Test

    Follow the steps below to run a speed test. Be sure to check out the speed test tips in the following section.

    1. Connect an Ethernet cable directly from your modem to your computer (testing with WiFi can significantly impact your results).
    2. Click Here, then click “Begin Test” in the box that appears at the top of your screen.
    3. We recommend that you run the test several times, at different times of day, for an accurate sampling.
    4. Please let us know if your download speed does not reflect the tier of service to which you subscribe. Note that some services are “max attainable” up to a certain speed.
  • Speed Test Tips

    Check out these tips to run the most accurate speed test.

    • Run the speed test over a wired connection directly to your modem. Performance over a Wi-Fi network is greatly impacted by a number of things not within SKT’s control. Make sure you are connected directly to the modem before running your speed test.
    • 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.
    • Run the speed test at different times of day.
    • What is the age of your computer? Just like all technology, computers and equipment advance at a rapid pace. It is possible that if you use an older computer, it will be unable to utilize the speeds delivered over your Internet connection fully.
    • Make sure all programs are closed on your computer before running the test. If any programs were running when you ran the first test, shut down all programs and run the speed test again to see if it affects your results.
    • Re-start your device to ensure an accurate reading. Try to run the speed test right after restarting your computer or check your Task Manager to shut down any active processes before running the test.
    • If you have a firewall installed on your computer, it could affect the reading. Close your firewall temporarily while you run the speed test and turn it back on when you finish.
    • Virus and malware could also impede your computer from running at full speed. Be sure that you keep your computer protected from these malicious programs by installing virus and malware protection.
  • Check for a Service Outage

    Visit our Status of Services page to check for known outages or report an issue.

If you have not found the answer to your question or need additional assistance, the Twin Valley Customer Support team is here to help!

Contact Customer Support