Frequently Asked Questions

When you browse the internet, stream movies, or download files, you’re using data. Many providers set data caps or limit the amount of data that can be used. Once you exceed those limits, you may be charged extra. With TWN internet, you get unlimited* data to support multiple devices, multiple users, and all your favorite online activities.
* Please refer to terms and conditions about fair and normal usage for unlimited data.

Yes. At TWN, we have many practices and procedures in place to protect our customers. Besides using best-in-class technology that is designed to prevent unwanted cyber-attacks, we also have a skilled IT team that monitors the network 24/7 to detect suspicious activity, act against threats, and keep you protected. However, as with any broadband network, the customer has a constant open connection to the internet and may be subject to cyberattacks. Customers are responsible for protecting their computers. Installing antivirus software and a firewall will help protect your computer from damaging viruses.

Yes, new customers can choose an internet and phone plan online at https://account.twncomm.com/get-started. If you are a current customer looking to change your TWN plan, you can call our Customer Care Team at 1-877-877-6861. Please note, only the primary account holder can make changes to a current plan.

It depends on the situation. If a service interruption is a result of a TWN network issue, a service fee will not be charged. However, if a service call is requested by the customer in which the issue could have been resolved over the phone, a fee may be charged. Please call Customer Care at 1-877-877-6861 for more information.

To view your statements, check balances, and make payments, please visit https://account.twncomm.com/ and sign in. You will need your account number without the -0001 at the end and the four-digit PIN assigned to your account to sign in. If you are unsure what your account number or PIN are, please call Customer Care at 1-877-877-6861.

Once you have signed in, click on “view bill” and the most recent copy of your invoice will appear.

Your e-bill will be sent to the email address you have set up on your account profile inside of our online bill pay system. Once you click “open” or “download”, you will be asked for a password, which is the four-digit PIN assigned to the account. If you are unsure what your PIN is, please contact Customer Care at 1-877-877-6861.

Currently, you need to register for and sign into our online bill pay system. There you must turn autopay off and then turn it back on with your new autopay method.

For your safety and security, we are unable to process a payment via email. You can make online payments via our online bill pay system or in the My TWN smartphone app.

Yes, paper billing is available for a nominal fee. You can set this up in our online bill pay system or call Customer Care at 1-877-877-6861 for assistance.

Please call Customer Care at 1-877-877-6861 for assistance. You will be asked for your account number, full name, and mailing address. You will also want to mention that you are requesting a 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.