General & Billing Questions
Visit this link to sign up for Twin Lakes Mobile service. You will need your Twin Lakes Broadband Account Number to sign up. Twin Lakes Mobile service requires Twin Lakes Broadband service.
Visit this link to log in and manage your account.
Our flexible mobile data plans are designed to best meet your needs. See all plans here.
Yes, all plans include unlimited SMS/MMS and calling.
Text includes: (i) US and Int’l destinations (ii) Text, Picture, and Video Messages to recipients in the United States; (iii) Text, Picture, and Video messages sent via email; (iv) Instant Messages; and (v) Text, Picture, and Video Messages sent to, or received from, other countries while you are in the United States. Compatible device required. Premium Messaging programs not included.
Calls include all domestic US destinations, Canada and Mexico. International long-distance plans are available for additional monthly charge. Other restrictions apply.
Yes. You may port your current phone number to Twin Lakes Mobile. However, please make sure with your current carrier your account and phone is unlocked and able to be ported to another carrier prior to establishing service with Twin Lakes Mobile.
Shipping fees are waived for new mobile customers. A shipping fee will apply for existing mobile accounts, $10.00 Priority Device Shipping, $35.00 Expedited Device Shipping with physical SIM Cards shipping for no cost.
You may choose between 2 billing cycles with Twin Lakes Mobile. We offer the 1st and the 15th. The bill cycle of the 1st – your bill will draft on the 10th of each month. The bill cycle of the 15th – your bill will draft on the 24th of each month.
We offer automatic payment via recurring credit card stored on file. We will notify you should the payment fail and when your card is set to expire. By being enrolled in AutoPay, you can receive additional discounts on your bill.
If payment is declined, we will continue to re-try the payment up to 3 times. Services are subject to disconnection after the 3rd unsuccessful payment attempt.
An activation fee will apply to new devices, device exchanges and when restoring mobile services after a permanent disconnect. Activation fees will be discounted when you bring your own device.
Yes. There is a number change charge of $25.00 to complete a number change.
Yes. If there is a network change request, a $25.00 activation fee will apply.
Yes. You can upgrade your plan at anytime.
You can reach us via live chat, phone at 931.476.2355 or email at support@twlakes.net
Technical Questions
- Check your Device IMEI to confirm your phone is compatible. You can do this when you are making the switch in the Twin Lakes Mobile shopping experience.
- Complete a backup in the cloud – for iPhones, use iCloud to back up your device.
- If using an Android device, please remove the Google Account from your device prior to activating the phone. Not doing so will require the Google account credentials from the previous user.
- Turn your phone off and back on if inserting a new SIM card.
- Activate your device over Wi-Fi.
Make sure of the following:
- The phone is paid off in full before requesting it to be unlocked from your existing carrier.
- The phone isn’t reported lost or stolen.
- The phone is compatible with Twin Lakes Mobile. Check your device’s IMEI number in your device settings and enter it when you check to bring your own device at sign up.
Before you unlock your device, you must obtain an unlock code. Below is the information for each carrier:
To get an unlock code for your phone, you’ll need to contact the mobile carrier or manufacturer that sold you the device. If your device is an iPhone, you will need to back up the device and complete a factory reset to finish unlocking it.
Verizon
Verizon devices are locked for 60 days. After that, Verizon will automatically remove the lock. For more information, call Verizon customer service at (800) 922-0204 or visit Verizon support.
AT&T
Visit AT&T support and follow the instructions for an unlock code.
T-Mobile
Call T-Mobile customer service at (877) 453-1304 and ask them to unlock your phone. You’ll receive an email confirming your unlock request. After 24 hours, you can switch to Twin Lakes Mobile.
Sprint (now part of T-Mobile)
Call Sprint customer service at (888) 211-4727 and ask them to unlock your phone. You’ll receive an email confirming your unlock request. Once this is complete, you can switch to Twin Lakes Mobile.
Spectrum Mobile
To unlock your Spectrum Mobile device, it must meet the following requirements:
- It must be purchased from Spectrum Mobile and activated on a Spectrum Mobile line.
- The device must be paid off in full.
- Your Spectrum Mobile account must be active for 67 days and in good standing, with no outstanding payments.
- The device must not be reported lost, stolen or involved with fraudulent activity.
- If based on the above criteria, you qualify to have your Spectrum Mobile device unlocked, contact Spectrum at (833) 224-6603. When you request to unlock your device, Spectrum will send you an email confirmation.
NOTE: Not all phones are compatible between mobile carriers. Unlocking your phone may take up to 48 hours. Please contact your current carrier for more information.
If you do not see your phone carrier name listed above, please contact us at 931.476.2355.
You should receive an e-mail with all of the information about how to activate your new sim card or esim.
5G is the latest generation of cellular connectivity that utilizes higher frequencies than 4G. This means you’ll have faster speeds and better data experience on your 5G-compatible phone. 4G LTE provides fast and reliable service, with good coverage and speeds. 5G is much faster and can handle more connected devices, but its coverage continues to be expanded.
You can view your usage summary in your mobile account when you log in. Additionally, you can contact us directly to get your current usage.
You will receive a text message to inform you of the overage. Customers will be billed $14.99 per GIG of overage. We recommend one of our Unlimited plans to avoid any overage charges.
No. Data usage resets at the beginning of each billing period.
Yes. Make sure your device settings offer Wi-Fi calling for you to enable it. Most devices support this. You can enable these features in your phone’s settings, but make sure you update your 911 address in case of an emergency and calls are made over Wi-Fi calling.
We recommend turning Wi-Fi Calling on because it helps you stay connected in areas with weak cellular signal by using a Wi-Fi network for calls and texts. This is especially useful indoors, in rural areas, or in buildings where signal strength may be low. Plus, Wi-Fi Calling can improve call quality and reduce dropped calls without using your mobile data.
Device Questions
We currently offer cell phone options from Apple, Samsung, Google and more. There is something for everyone. To view available phones, visit our online store.
Contact us immediately to suspend your service and prevent unauthorized use. You can also request a replacement SIM if needed.
Yes. When you log in to your account, you will see a support section full of step-by-step resources on exploring and using your cell device. The support section ranges from how to activate Wi-Fi calling, accessibility options, security and privacy walk throughs, notifications, social media apps and more.
If your device is draining quickly, we recommend managing your battery from the settings in your phone. Some phones offer a low power mode to conserve battery life. We also recommend managing any background applications that may be running on your phone and force closing them. Additionally, you can adjust the auto-lock and brightness preferences in the display and brightness section of your settings.
If you are unable to make or receive voice calls, there are several actions you can take to try and fix the problem.
- Check your mobile or Wi-Fi signal.
- Ensure your phone is not in Airplane mode.
- Restart your device.
- Reset the network settings.
Should you still have issues with making calls, please contact our Technical Support team.
Yes. To get started, visit our mobile shopping experience here. (link). As a reminder, you much purchase a new device to trade in another one.
You will select the phone you want to purchase, then select “Yes” under the “Trade it” option.