FAQs

Your first bill will have prorated charges from the day your service was installed through the end of the next month. Example: If your service is installed on August 2nd, in between our standard billing cycle, you will receive your first bill on September 1st. That bill will have charges from August 2nd through August 31st, plus the full month of September. If you have any questions regarding your billing statement charges, any of our Customer Service Representatives at a local Twin Lakes office will be happy to assist you.

We have 5 ways you can pay your Twin Lakes bill. Learn more about our payment options here.

Services are billed for the current month in advance. Bills are generated on the 1st of the month and payment is due by the 15th. Our long distance billing cycle runs from the 16th to the 15th of the month.

Your total bill must be paid in full before your service is reconnected. If your bill has a past due balance that you cannot pay, please contact your local office to discuss payment options.

If you are streaming HD video online, gaming, along with browsing online, we typically recommend our 500/500 Mbps package or more. If you are using multiple devices in your home, streaming video and do online gaming all at the same time, you may require a speed of 500 or higher. Twin Lakes offers speeds of up to 8 GIG (8,000 Mbps)! To see our Internet Rates and Speeds – click here.

You can find our Broadband Privacy Policy by clicking here. Additional information on protecting our customers privacy can be found here.

Your communications services are provided with our state-of-the-art fiber optic network. The network not only allows us to provide the advanced, dependable services our customers want today, but it also prepares us to meet the demands of the future. The fiber network terminated at your home requires electric power to operate. To avoid a disruption of dial tone during a power outage – and to maintain the ability to connect to 911 emergency services – we at Twin Lakes offer you battery backup power options.

What Your Backup Battery Can – and Can’t – Do for You
The battery we offer is approximately two pounds and is roughly the size of a brick. A battery can be purchased for $74.99.

Our backup batteries are expected to last at least 8 hours on standby power. If you feel that is not enough time, you may extend your standby power up to 24 hours by purchasing 2 additional 8-hour batteries for $59.99 each.

Our backup battery does not provide power to any other equipment, such as home security systems, medical monitoring devices, routers or other equipment, which will not run on the provided backup battery.
*The battery price of $74.99 includes the control unit and the battery; the installation charge is not included.

Where to Obtain Additional Battery Backup
Twin Lakes would to like ensure that our customers are provided reliable backup batteries that allow you to continue to use your dial tone during a power outage. Twin Lakes offers fiber option subscribers an 8-hour battery backup for $74.99 during installation. If additional batteries are purchased after initial installation of services, the customer will be responsible for applicable battery installation fees. Each battery backup has an 8-hour capacity, with a maximum of 3 batteries totaling 24 hours. By purchasing your battery backup from Twin Lakes, you can guarantee that the battery will be compatible with your equipment, and we will provide helpful information about how to self-monitor and self-test the backup battery.

Instructions for Proper Care and Use of Your Battery
Please follow the more detailed instructions included with your battery for proper use, storage and care of your battery to ensure that it will function as needed during a power outage. If you do not store your battery correctly, it may shorten its useful life. Environmental factors such as temperature can shorten your battery’s useful life. We recommend that you store your battery above 32°F and below 100°F. These batteries are rechargeable. They will not last forever and should be replaced every 8-10 years, or when your device starts to make a loud beeping sound. That sound means that the battery is depleted, and must be replaced. See the instructions above for purchase and replacement options. You should also periodically, as described in the instructions included with your battery, inspect your battery to verify both the operation of the backup battery and its condition.

Learn more about specific batteries provided by Twin Lakes:  Twin Lakes Battery Backups

Please call our directory publisher, DPS Media, at 1-866-221-4300 for information.

Click here to view details explaining your statement layout.

The FCC allows local telephone companies to bill customers for a portion of the costs of providing access. These charges are not a government charge or tax. The maximum allowable access charges per telephone line are set by the FCC. This charge is described on your telephone bill as a “Subscriber Line Charge”.

The Universal Service Fund (USF) provides support to promote access to telecommunications services at reasonable rates for those living in rural and high-cost areas, income-eligible consumers, rural health care facilities, and schools and libraries.

Consumers may notice a “Federal Universal Service” line item on their telephone bills. This line item recovers its USF contributions directly from its customers by billing them this charge.

Please visit the Technical Support page for contact information and troubleshooting solutions.

We currently offer over 200 channels on our Twin Lakes TV Service. This includes family, music, premium movies, sports, local channels and more. To learn more about our TV Service, please click here or contact your local Twin Lakes Office.

Twin Lakes offers Watch TV Everywhere, Cloud DVR, High Definition channels, Local Channels, Premium Movie Packages, Family Channels, Worry Free Plans and more. To see our packages and pricing, click here.

To find out if Twin Lakes TV is available at your home or business, contact your local Twin Lakes office today.

Yes! Twin Lakes offers Watch TV Everywhere. This allows you and your family to watch programs on your laptop, PC, tablets, smartphone, and more – anywhere that you can receive an internet connection. Enjoy access to over 70 channels! Best of all: It’s FREE with your Twin Lakes TV service! To learn more about getting registered, click here.

You need to have access to the Internet and a valid e-mail address. You also need to have your current paper bill. We will ask for the account number and the password that you will use. Then, continue to follow the sign-up instructions on the screen to complete your enrollment.

Yes. We accept, MasterCard, Visa, Discover and American Express.

Twin Lakes currently offers this service to you without any charges, but we recommend that you contact your bank to find out if they will charge a fee for this service.

Yes. Twin Lakes will reverse your payment if the transaction is returned by your bank for any reason. Twin Lakes will charge your account a fee of $20.00 per returned transactions.

With Twin Lakes SmartHub Portal, you can make one time payments, schedule payments or sign up for autopay via recurring credit card payments or bank draft

We are dedicated to providing you with a secure online environment. To have your password reset, please contact our Support Team at 800-644-8582. We are available 24/7, 365 days a year.

Yes, by default you will still receive your paper bill. You can go paperless when you sign in to your Twin Lakes SmartHub Online Account.

Usually, the next business day, your account will be updated with your payment.