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Support

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Contact Tech Support

Baxter, Cookeville South 931-858-6065
Byrdstown 931-823-5165
Celina 931-268-5420
Chestnut Mound 615-897-2165
Gainesboro 931-268-5420
Jamestown 931-823-5165
Livingston 931-823-5165

To email our technical support, contact Support

To join a support session with a provided session key from our technical support, join here.

Broadband

Before you call Technical Support, review some of the common solutions below.

My Wi-Fi is not working?

  1. Check to see if other devices are connected to Wi-Fi and able to surf the web.
    1. All devices are not working.
      1. Make sure the router is powered on.
      2. Try rebooting your router.
      3. If none of the above options work, please contact Tech Support at 931-405-3310 or email us at Support.
    2. Just one device is not working.
      1. Please make sure you are connecting with correct SSID and password, or if you are hard-wired, make sure the ethernet cable is secure to the router.
      2. Reboot your device
      3. If none of the above options work, please contact Tech Support at 931-405-3310 or email us at Support.

My Wi-Fi says “Twin Lakes Internet”

Please contact Technical Support at 931-405-3310 or email us at Support.

I can’t connect to the Internet.

Possible Solution(s):

-Verify if other devices at the location can surf the internet, or if only a single device is experiencing problems.

  1. If only one device has connectivity trouble, please try rebooting that device and verifying all network settings and connections to it are correct.
  2. If you are usually connected wirelessly, please verify that you are connected to your wireless network with the correct username and password.
  3. If you are usually connected hard-wired, please verify ethernet cable from the device to the wall jack or back of the router is connected properly.

–Please try rebooting your modem (if on DSL), router, and device. Please allow 10 seconds upon turning off the device, before turning it back on.

-Please try verifying all cables to the back of the router or modem to the wall jack.

-If you have a third-party router such as Cisco, Linksys, Belkin, or D-Link, please try plugging the ethernet cable from the WAN or Internet port of the router straight up to a device, such as a laptop, to verify internet to the router. If bypassing your third-party router woks, please contact your wireless router vendor for support.

-If none of the above solutions fix your issue, please contact Technical Support at 931-405-3310 or email us at Support.

I am paying for 500/500 or 1000/500, but I am seeing below 100 mb/s on a speedtest.

Possible Solution(s):

-If you have a dual-band router (shows a regular network and a 5G version of the network), please try to connect to the 5G wireless network. This network is capable of much faster speeds. Please note: Not every device may be able to see this 5G network, due to hardware limitations of that device. The device would need to be 802.11ac compatible to be able to see the 5G network.

-If you are testing using a wired connection, please make sure the cable and device are capable of gigabit speeds (1000 mb/s). Ethernet cables should be CAT 5e or CAT 6. The device used for testing should have a 10/100/1000 NIC (Network Interface Card).

Email Account Info

Important Email Account Information for Device Setup

For the incoming account:

  • Connection Type: IMAP
  • Port: 993
  • Security Option: SSL
  • Hostname: mail.twlakes.net
  • Username: <your current email address>
  • Password: <your current password>

For the outgoing account:

  • Hostname: mail.twlakes.net
  • Port: 587
  • Security Option: STARTTLS (TLS)
  •  Check “My server requires authentication”
  • Username: <your current email address>
  • Password: <your current password>

Broadband Requirements

Twin Lakes broadband is provided through an advanced fiber network. Most locations are served by direct fiber to your home, while others are served by a combination of fiber and copper. These technologies allow us to offer broadband and other services such as phone and TV to you with speed and reliability. Twin Lakes works continuously to improve its network to bring you better, faster, and more services. Twin Lakes offers speeds of up to 10 GIG.

Twin Lakes’ Wi-Fi routers offer:
Integrated high-power 802.11ac access point
Security for your Wi-Fi network
Robust firewall protection
Quality of Service (QoS) support

Modems, Wi-Fi Routers and Wi-Fi Extenders can be purchased at any Twin Lakes Business Office. For more information please call us at your local office. These routers are not required but are strongly suggested as we cannot provide technical support to routers not purchased from us. If you choose to downgrade your broadband speed you will be subject to a $25.00 fee that will be added to your next statement.

Static IP Service

Twin Lakes broadband service includes a single DHCP IP address. Business broadband service is offered with Static IP service for an additional charge. Additional IP addresses are available for business broadband service for an additional charges. Residential broadband service is offered with DHCP IP address reservations for an additional charge.

IPv6 Service

Twin Lakes provides “Dual-Stack” IPv4 and IPv6 connectivity for all fiber to the home broadband services.

*Speeds are not available in all areas. Call for availability.

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  • Hours of Operation

    Monday through Friday — 8:00 a.m. to 5:00 p.m.

    Support (24hrs/day)
    Customer Service

    *The Byrdstown business office is closed from 12:00 to 1:00 for lunch.

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