Frequently Asked Questions
Our TWN network uses state of the art equipment to connect our customers to the Internet. The TWN Fixed Wireless Internet service uses wireless line-of-sight service to deliver broadband connectivity. Our equipment utilizes various tower sites, buildings, water towers and other high structures to capture a wide expanse of coverage. Customer premise equipment must have line-of-site viewability to our equipment to receive service.
Please contact Technical Support to complete the trouble-shooting process at 1-877-877-6861. We will need you to be on site to troubleshoot your service.
TWN will provide a mounted antenna, wireless router and all required power supplies at time of installation. In many cases, a reflector may be needed to provide additional signal strength.
When you surf the internet, you are using data. Many providers set data caps or maximum amounts of data that can be streamed. These companies will charge additional fees when you go over the limit. With TWN Internet, you get unlimited* data streaming. So, keep surfing! No one is stopping you!
* Please refer to terms and conditions about fair and normal usage for unlimited data.
Yes. The TWN spectrum has been used in the past for military communications because it is difficult to detect or interfere with. However, as with any broadband Internet connection, the customer has a constant open connection to the Internet and is, therefore, subject to any and all forms of Internet attack. Consumers are responsible to protect their computer. Installing antivirus software and a firewall will help protect your computer from damaging viruses.
Yes. We require an agreement for terms of service. We have a variety of lengths and terms, including month to month, depending on your commitment level. Please call us for more details.
Yes. For fixed wireless internet service, we require an installation fee, which is reflective of the length of service.
Five. Each account comes with up to 5 email addresses. Additional emails can be purchased for a nominal fee.
Yes. There is a one-time fee to downgrade a plan. Please call for details.
Depends. If a service interruption is a result of a TWN Communications network issue, a service fee will not be charged. If a service call is requested by the customer in which the issue could have been resolved over the phone, a fee will be charged. Please call customer service for more information.
To view your statements, check balances and make payments, please visit: http://twncomm.com and select the option that reads “Pay Bill.” This will bring you to our bill presentment website. To access this website, you will need your account number without the -0001 at the end. You will also need the four-digit PIN assigned to your account. If you are unsure what that PIN is, please contact customer service via email or phone.
Once you click open or download, you will be asked the password which is set to the four digit PIN assigned to the account. If you are unsure what that PIN is, please contact customer service via email or phone at 877-877-6861.
TWN is required to speak with you on the phone to update this information. Please contact our customer service at 1-800-950-3015.
For your safety and security, we are unable to process a payment via email. You can make an online payment through the online portal or via phone at no extra cost.
Yes. Since we are a green company, there is a monthly fee of $1.49 per account to receive a paper bill.
Please contact our customer service email at firstname.lastname@example.org. You will want to include your account number, full name, and address of service. You will want to include that you are requesting refund. Please allow six to eight weeks for the refund to be processed. If the credit is 6 months or older, there will be an abandoned credit fee.