When the router is not connecting to the internet

1. Make sure the Ethernet cable is securely plugged into the back of your router.

• Find the Ethernet cable coming from your Twin Valley connection (this will be coming from a wall jack inside your home or an indoor ONT).
• Make sure one end is firmly connected to the wall jack and the other end is plugged into the WAN port on your router (it will either be labeled WAN or 2.5G with a globe icon).
• If there was already a cable plugged into the wall, try using the new cable we provided instead.
• Check the cable for any damage, bends, or loose connections.
• If everything looks good but your internet still isn’t working, continue to the next troubleshooting tip.

2.  Sometimes a quick restart can fix connection issues.

• Unplug the power cord from the back of your router.
• Wait 10-15 seconds, then plug it back in.
• Give it 5-10 minutes to fully reboot (first-time setup often causes a delay so make sure you wait the full 10 minutes). The router light should turn solid green when it’s ready.
• If the light doesn’t turn green or you still don’t have internet, move to the next step.

WiFi Network Not Showing Up

1. Look for the WiFi light: Make sure the light on the front of your router that indicates WiFi is turned on.

• Try a wired connection: If you can, plug a device, like a laptop, directly into the router using an Ethernet cable. If that works, the issue may be with the WiFi signal.
• Reboot your router: Unplug the power cord for about 10 seconds, then plug it back in. Give it a few minutes to fully restart.

2. Check your setup in the Twin Valley App:

• Open the app and make sure your router is showing as registered.
• If setting it up for the first time, select “My router is already set up” when logging in.

Router Not Getting Proper Signal

1.Make sure everything’s plugged in snugly:

• Look at the back of your router and make sure the Ethernet cable is securely connected to the WAN port (usually labeled WAN or has a globe icon) and to your wall jack or ONT (the box where your internet comes in).

2. Try a quick reboot:

• Unplug the power cord from your router, wait about 10 seconds, then plug it back in. Give it a few minutes to fully restart.

3. Check your ONT (if you have one):

• This is the small box that connects your home to our fiber network. Make sure it has power and all cables are firmly connected.
• If the lights on the ONT are off or blinking strangely, there may be a deeper issue and a technician may be needed.

1. Make sure you’ve got the right app:

• Download the Twin Valley Connect app from the Apple App Store or Google Play Store.

2. Double-check your login info:

• If you forgot your password, tap “Forgot Password” in the app to reset it.
  When logging in, be sure to select “My router is already set up” to move forward.

3. Router not showing up in the app?

• Try rebooting your router (unplug it for about 10 seconds, then plug it back in). If scanning the QR code on your router doesn’t work, you can also enter the setup info manually—it’s on the bottom of your router, within the removable side panel on the slim u6.3 version, or the side of the box.

Your Router’s Set Up, But Some Devices Won’t Connect?

Here are a few quick things to try:

1. Restart the device that won’t connect: Sometimes a simple reboot does the trick.

2. Forget the network and reconnect: On the device, go to WiFi settings, “forget” the network, and then reconnect using your current WiFi password.

3. Double-check your WiFi name and password: If you changed your network name or password in the Twin Valley Connect app, make sure your device is trying to connect to the updated info.