If Twin Valley detects an outage affecting your service, an alert will be sent to the Billing and Secondary contacts on your account that are enabled for notifications. Twin Valley no longer posts ongoing outage updates to a public status page. If you have done these steps and still have not received an alert, try a quick reboot of your router to see if service will restore.

If you have no service and have not received an alert, call 800.515.3311 or submit a service outage report online.

When we identify an outage affecting your service, notifications are sent to the eligible contacts associated with your account.

Customers generally receive an alert when:

• The outage is identified
• Additional information or recommended next steps are available
• Service has been restored

When available, outage notifications may include:

• The services affected
• The general area experiencing the interruption
• An estimated repair timeline

Repair estimates may change as technicians investigate the cause of an outage and complete the necessary work.

Twin Valley no longer posts ongoing outage updates to the Status of Services webpage.

Instead, outage and maintenance information is delivered directly by text and email to the Billing and Secondary contacts listed on each affected account. This allows our team to provide information that is more relevant to the customer’s location and services.

Twin Valley periodically performs maintenance, network upgrades and infrastructure improvements to support reliable and efficient service.

Whenever possible, scheduled maintenance is completed between midnight and 6:00 a.m. to reduce the impact on customers.

When planned work may interrupt your service, Twin Valley generally sends a notification approximately 24 hours in advance. The notification will include:

• The date of the maintenance
• The expected start time
• The estimated duration of the work

Service may be unavailable or intermittent during the maintenance window. In some cases, customers may need to restart their router or other equipment after the work is complete.

Scheduled maintenance helps Twin Valley:

• Complete routine network upgrades
• Improve network performance and reliability
• Replace or update equipment
• Make infrastructure improvements
• Address potential issues before they cause larger service interruptions

Completing this work during overnight hours helps minimize disruptions while allowing technicians to maintain and improve the network.

Because the notification process is automated, your account information must be accurate and properly enabled for notifications.

Confirm that your Billing and Secondary contacts include current:

• Mobile phone numbers
• Email addresses
• Text messaging permissions
• Account notification permissions

1. Sign in to eBill here.
2. Go to Settings.
3. Select Contacts.
4. Review or update the phone numbers and email addresses listed on your account.
5. Check Allow Texting next to the appropriate mobile number.
6. Check Account Notification next to the phone numbers and email addresses that should receive service alerts.

Open the eBill mobile app (download here if you don’t already have it on your device), sign in and select Contacts to add or update your contact information and notification preferences.

In your email client, add Twin Valley’s notification email address to your contacts or approved senders, so important messages are less likely to be filtered into a spam or junk folder.

Not every service issue is part of a network-wide outage. A problem may be limited to your home, business, equipment or individual connection.

First, check that your Twin Valley contact information and notification permissions are current. You can also restart your router by unplugging its power cord, waiting approximately 10 to 15 seconds and plugging it back in.

If service does not return, contact Twin Valley’s 24/7 support team at 800.515.3311 or submit a service outage report through the Twin Valley website. Support can determine whether there is an outage in your area or whether your individual connection needs troubleshooting.

Twin Valley monitors its network around the clock. When an outage is detected, the team works to identify the affected services, determine the cause and restore service as safely and quickly as possible.

The time required to complete repairs depends on the cause and location of the interruption. For example, damaged fiber, severe weather, power issues and equipment failures may require different repair processes.

Customers will receive restoration notifications through the contact methods enabled on their accounts.

You generally do not need to report an outage that Twin Valley has already identified. The alert confirms that the team is aware of the interruption. Contact support if you need additional assistance or if your service remains unavailable after receiving a restoration message.