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Troubleshooting Guide

Solutions, Resources, and Information for Common Maintenance Questions

Heating & Cooling (HVAC)

Air Conditioning & Cooling

Are you experiencing an issue with air conditioning properly cooling your rental home? Let’s check a few things to see what might be the issue. In addition to the below troubleshooting items, please also keep in mind some environmental impacts that we’d like you to consider.


Consider some Environmental Impacts.

It is not uncommon for areas of The Outer Banks to experience summertime temperatures of 90 degrees or higher, with high humidity and heat indices well in the 100’s. Under these severe conditions, your rental home’s Air Conditioning may struggle to perform, particularly on upper levels. Temperature readings of 80 or higher may be expected in the more sun-exposed rooms without window treatments.

To offset these impacts, please see below:

  • Close all windows, window-treatments, and doors
  • Use ceiling fans, if available
  • Keep thermostat settings AT or ABOVE 72 to prevent system failure.
  • STAY SAFE AND HYDRATED!

Check to see if any windows or doors are open in the affected area.

Any such opening can cause the cool air to escape before it sufficiently cools any area.

  • Draw any curtains, blinds, sashes, or other window-treatments (if available) as highly sun-lit rooms will heat more rapidly during summer afternoon hours.
  • Using ceiling fans will improve cool air-flow.

Check the nearest Thermostat in the affected area.

  • Is the Display ON?
  • Be sure the settings are on COOL and AUTO.
  • BE ADVISED -- setting the Thermostat temperature below 72 may cause the system to overwork itself, leading to exterior coil damage and system failure.
  • If the Display is OFF or BLANK, we suggest checking to see if a breaker has tripped or if the Thermostat needs new batteries. You can usually check and replace batteries by gently removing the faceplate.

Check inside air-flow from vents and returns.

  • Is there ANY air-flow from vents in the affected area?
  • If the air-flow is COOL, the system may need more time to improve comfort in this area.
  • If the air-flow is WARM or STAGNANT, check Thermostat settings and breakers to be sure the system has power.

Check outside Unit/Fan.

  • If you can comfortably and safely locate it, please check to see if the outside HVAC unit seems to be running.
  • If the unit seems to have no power, check Thermostat settings and breakers.
  • If there is visible ICE accumulation on the unit, the system is beginning to “freeze up” due to overworking itself. Please turn off the “cool” setting at the Thermostat and just leave the unit fan running in order to allow the unit to thaw and prevent further damage.

Heating

Are you experiencing an issue with the heat properly warming your rental home? Let’s check a few things to see what might be the issue. In addition to the below troubleshooting items, please also keep in mind some environmental impacts that we’d like you to consider.


Consider some Environmental Impacts.

It is not uncommon for areas of The Outer Banks to experience winter temperatures at, or below, freezing (32 degrees or lower). Winter storms can be frequent, persistent, and intense with wind-chills and frozen precipitation exacerbating the effects of the cold. Under these extreme conditions, your rental home’s HVAC system may struggle to perform, particularly on lower levels. Larger homes may require an extended period of time to allow the HVAC system to effectively warm all areas.

To offset these impacts, please see below:

  • Close all windows and doors that have exterior access.
  • Take note of any active drafts coming through door/window jambs. Blocking drafts with towels, blankets, or otherwise may mitigate this effect.
  • Closing interior doors to bedrooms or isolated areas may allow that particularly room to retain heat.

Check the nearest Thermostat in the affected area.

  • Is the Display ON?
  • Be sure the settings are on HEAT and AUTO.
  • If the Display is OFF or BLANK, we suggest checking to see if a breaker has tripped or if the Thermostat needs new batteries. You can usually check and replace batteries by gently removing the faceplate.

Check inside air-flow from vents and returns.

  • Is there ANY air-flow from vents in the affected area?
  • If the air-flow is WARM, the system may need more time to improve comfort in this area.
  • If the air-flow is COOL or STAGNANT, check Thermostat settings and breakers to be sure the system has power.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Electronics & Entertainment

Are you experiencing difficulty with your TV’s, Cable, Wifi, Theater Equipment, or Sound System? Let’s check a few things to see what might be the issue. In addition to the below troubleshooting suggestions, please keep in mind that many of these systems feature different makes, models, and Service Providers. The more details you can gather may expedite a resolution.



Wifi Concerns

Network and Password Issues

  • Your rental home’s Wifi network name and password should be printed on your check-in materials, provided in your arrival packet. If there is no printed information, this Wifi information may be posted in the home in a common location such as a great-room or kitchen.
  • If you check-in materials provide a network name but no password, the network may not require a password at all.
  • If your network requires a password but one is not provided, the landline telephone number of the rental home is usually the default password. This number should be printed on your check-in materials.
  • Network and password information may also be printed on the physical modem or router in the home. This might be displayed on a sticker, usually on the back or top of the unit. Modems and routers are usually found in common areas such as great rooms, kitchens, or game rooms.

Connectivity Issues

If you are unable to connect to the network or experience unusually slow or intermittent service, you may need to power cycle the modem and router. This often serves as a reboot to the system and can restore service. Service issues may be indicated by yellow, orange, or red lights (sustained or blinking) on the modem or router. To perform a power cycle, please proceed below.

  • Unplug the modem, then unplug the router (if there is one available). Next, disconnect the coax cable from the modem.
  • DO NOT RESET THE MODEM. A hard reset involves pushing a very small internal button on the back of the modem with a slim object, such as a toothpick or pin. A hard reset of this sort puts the device back into factory default settings and which may require a service call to the provider.
  • After at least 60 seconds, Screw the coax cable back into the modem and plug the modem back in. Allow all lights to power back on a reach an idle state (usually a green glow).
  • After the modem is fully powered up, plug the router back in. Allow all of its lights to power back on and reach an idle state (usually a green glow).
  • Service should be restored, though you may need to refresh the “available networks” tab on your device.

Bear in mind, some areas of The Outer Banks experience routinely slow and spotty Wifi connections due to the remote and isolated nature of the area. This is an especially common nuisance in the 4x4 beaches, north of Corolla.


Hardware Issues

  • Please be sure all Wifi components are fully plugged into their power source. Check to be sure all wires and plugs are resting securely into their respective outlets.
  • If any components have no power, check to see if the power outlet to which they are connected has a GFI switch that may need to be reset. If other items in this area are without power, a breaker may be tripped. You can check the nearest panel box to determine if this is the case.
  • Make sure your Wifi capabilities are turned ON on your device. Check your Wifi settings to be sure the device is not in airplane mode or some other idle status. The F12 Key on some models of computer may also serve as the ON/OFF button for Wifi connectivity. Check to see if this needs to be pushed if you are attempting to connect with a laptop.

Troubleshooting Directly with Local Service Providers

If any of the above suggestions do not resolve your issue, we have several local Internet Service Providers who can work with you directly to diagnose, troubleshoot, and resolve many concerns. Bear in mind, these service providers prefer to speak with you directly (rather than Twiddy) since you are available in the home to perform physical troubleshooting and refer the technician to any specifics. If your Wifi Service Provider is listed below, you may proceed with contacting them directly. To determine if your home is serviced by any of these vendors, please check to see if there is a fridge magnet, tent card, or information sheet in one of the common areas of your rental home (such as the kitchen or great room). The modem or router may also display the name of the Service Provider. If you cannot locate the name or number of the Service Provider, please call our offices so that we may help determine who is available to assist.

Please keep in mind that these Service Providers may require some basic home information in order to troubleshoot and check service. Refer to your check-in materials so that you have the home address and landline telephone number available for reference. If you do not have any of this information available, please call our offices for assistance. It is also helpful to call most Service Providers from the landline telephone number in your rental home as this is often tied directly to the account in question.

  • Twiddy CenturyLink → 1-800-821-2589
  • Silicon Travel → 1-800-459-2256
  • Mircocharged → 252-255-8038
  • Renternet → 252-261-6576
  • Skyenet → 866-759-3638

If you home features Wifi service from Charter or CenturyLink (non-Twiddy affiliated), we recommend you call our offices so that we may assist in the troubleshooting.

TV & Cable Concerns

Cable Access, Hardware, & Power

While all Twiddy rental homes feature either Cable or Satellite service, not every TV in the home is guaranteed to have access to this service. TV’s that are not connected to cable or satellite should have streaming capabilities or be accompanied by a DVD or Blu-Ray player. Unless advertised otherwise, the main great-room TV is the only unit guaranteed to feature this service; all others are subject to change.

  • If the TV is connected to a cable box, it should have access to cable or satellite service.
  • Please be sure all components (TV, cable boxes, receivers, etc) are fully plugged into their power source. Check to be sure all wires and plugs are resting securely into their respective outlets.
  • If any components have no power, check to see if the power outlet to which they are connected has a GFI switch that may need to be reset. If other items in this area are without power, a breaker may be tripped. You can check the nearest panel box to determine if this is the case.

Connectivity Issues

If your TV is meant to have cable service, has power, but is not displaying picture or sound, it is likely the TV and its components are on incompatible settings or their may be a service issue.

  • Using the remote that matches the make of the TV, press the “Source” or “Input” button to see if toggling to another selection resolves the issue.
  • If the cable box or TV screen displays an error message, we advise you to call our offices so we can assist further in arranging a troubleshooting call with the service provider.
  • If multiple TV’s throughout the home are experiencing the same error message or service issue, this could indicate an area wide outage, though we still advise calling our offices to arrange a troubleshooting call with the service provider.
  • If only one TV is experiencing the issue, there may be a problem with that specific cable box or a simple setting or power issue, as described in the previous suggestions. If no issue can be found with the “Source” or “Input” settings, connecting cables, or power, we advise calling our offices to arrange a troubleshooting call with the service provider.
  • A cable box displaying an error message can sometimes be reset by performing a simple power-cycle. This can be performed by unplugging the cable box from its power source and allowing it to rest for 60 seconds or more. Plugging it back in should restore power and may return the box to normal service settings, much like a computer reboot. Make sure all other components connected to this unit are powered OFF while attempting this resolution.

Theater & Sound Equipment

Theater and sound equipment vary widely in make, model, and configuration. As such, we do not advise you attempt troubleshooting beyond checking input/source settings and that components are receiving power. Since some cables and connections may be wired into hard-to-reach locations such as cabinets or recesses, we advise calling our offices for further assistance.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Appliances

Are you experiencing an issue with a household appliance in your rental home? Let’s check a few things to see what might be the issue. In addition to the below troubleshooting items, please also keep in mind that our Offices in Duck and Corolla stock some basic replacement appliances in case yours is missing or broken.



Missing or Broken Appliances

Our Service Technicians are great at assessing and repairing common appliances. However, if for any reason the appliance in question appears to be in total disrepair or missing altogether, please see below for some items we keep stocked at both the Duck and Corolla offices. If you are able to come pick the item up in person, It is advised to call ahead to confirm your item is in stock. Once delivered or received, these items MUST remain in the rental home as property of Twiddy and the home owner.

  • Basic drip-style coffee makers
  • Blenders
  • Toasters

Refrigerators

On turnover days, refrigerators can take up to 24 hours to fully cool. Upon arrival to your rental home, if your refrigerator seems warmer than its normal operating temperature, please bear in mind some of the following.

  • Refrain from putting the fridge or freezer on their lowest/coldest settings, as this can cause the system to overwork itself, leading to mechanical damage or failure. We recommend maintaining moderate or medium temperature settings.
  • Housekeeping would have had the unit open for an extended period of time to clean and sanitize the fridge prior to your arrival. During this time, the fridge would have remained open and took on warmer outside air. The fridge may take some time to regulate its internal temperature back to normal.
  • Refrain from packing your fridge with bulk amounts of warm food items upon arrival. This can drastically slow the cooling process, as the fridge will have to work harder and longer to cool everything.
  • Adding pre-chilled items, such as cold soda cans, to the fridge can assist in the cooling process.
  • Remove non-essential or non-perishable food items from the fridge during the initial “cool-down” period. We recommend placing un-chilled soda cans, water bottles, and similar items in coolers until the fridge has caught itself up.
  • For any food items that MUST directly go into the fridge, be sure that they are not blocking any of the cooling vents so that airflow can properly circulate.

If you fridge seems to have no power, please check the nearest panel box for a tripped breaker. If none of the above has explained or resolved the issue by the following day, please call our offices for further assistance.

Stoves & Ovens

Stoves and ovens vary in make, model, and fuel source. As such, troubleshooting tips are limited as appliance specialists may be required to properly diagnose and resolve issues. However, we can advise a few of the following tips.


There is no power

Check your nearest panel box for a tripped breaker


Individual burners are not heating

If your stovetop is a traditional electric model with removable coiled burners, you may need to check that the burner itself is plugged in securely. Housekeeping may have removed these coils prior to your arrival for cleaning, and may not have correctly plugged them back in. Make sure the the knobs have been turned to the OFF position and check that everything is cool to the touch before attempting.


The ignitor is not sparking/lighting the gas burner

If available, we may advise you use a grill-lighter or extended length match to ignite the burner.


Resetting the breaker at the panel box will reset the internal computer on an appliance and will occasionally resolve certain issues.


If none of the above has explained or resolved the issue, please call our offices for further assistance.

Grills

You rental home may feature either a charcoal or propane grill. Please keep in mind that Twiddy does not supply charcoal, though propane should be available if your house features that style grill.


The grill is out of propane

Check the grill itself to see if it has a propane gas tank attached to its regulator. Keep in mind, some grills are “hard-lined’, and feature a gas line instead of a dedicated tank. If the grill does not appear to be hard-lined, check the grilling area for a spare tank. If one is not available, you can exchange the empty tank for a new one at either of our office locations. You can also purchase your own tank or refill at a local hardware or grocery store. In this instance, please save your receipt and Twiddy will reimburse you for the expense. If you are unable to make it to an office or a store, Twiddy can also deliver a replacement tank. Please bear in mind that we cannot guarantee delivery times, as our Field Staff is actively prioritizing and responding to emergencies and maintenance concerns. Gas refills for hard-lined equipment must be handled by third-party Gas Service Providers, which may be coordinated through Twiddy.


The grill is dirty

It is the departing guests’ responsibility to clean the grill with the provided brush. If the previous tenant did not perform this courtesy, we may advise igniting the grill and allowing it to heat to a high temperature. Once the grill is hot, scrubbing the grates with the grill brush should easily remove any food scraps, drippings, or buildup. If you do not have a grill brush, one can be picked up from either of our office locations, or we can have one delivered.


The grill is not reaching full temperature

This may indicate an issue with the gas regulator, which is the connection between the gas tank and the grill regulating the amount of gas reaching the burners. You can perform a reset of the regulator by doing the following. Make sure the gas tank’s valve is turned to the closed or off position. Make sure all burner knobs are in the off position. Next, detach the tank from the regulator. After a few minutes, reattach the gas tank to the regulator. Before use, make sure you turn on the gas at the tank valve BEFORE turn the burner knobs to the on position. Turning on the gas out of sequence is what causes the regulator to go “out-of-whack”.


The grill is in disrepair

If there are broken knobs, burners, handles, or any general damage to the grill, please call our offices for further assistance so we can coordinate a repair or replacement.

Laundry - Washers & Dryers

Washers and dryers vary widely in make and model. As such, troubleshooting is limited as they often require appliance specialists to diagnose most issues. However, please bear in mind some of the following to improve and maintain their performance.


Check and clear dryer vents and lint traps

Clearing the dryer of any excess lint or obstructions in the vents can greatly increase performance. If your laundry is not drying efficiently, this is the most common source of the issue.


Limit load size

Clothes or towels that are heavily drenched with water will dry at a much slower rate, especially if loaded into the unit in bulk. This can also damage the dryer due to the weight and strain this imposes on the moving parts. The same is true of washers: an excessive load will hinder performance and can cause damage.


Check for tripped breakers

If the washer or dryer seems to have no power, we advise checking the nearest panel box for a tripped breaker.

Elevators

While not an appliance in the traditional sense, elevators can be considered as such. This amenity is intended to assist the infirm and aid in the transportation of luggage, groceries, and other items. Please keep in mind children are not allowed to ride or operate the elevator unattended due to the risk of serious injury. Please follow all posted safety instructions. See below for further best practices and a few troubleshooting tips.


The elevator is not calling to a particular floor

Make sure all the entry doors for the elevator are closed on each level of the home. Accordion doors, when present, also should be fully closed before the elevator will respond. If any of these doors are open or ajar, the elevator may not work, as a safety precaution.


The elevator has no power

Check the nearest panel box for a tripped breaker.


Someone is stuck inside the elevator

If you can communicate to the party inside, advise them to remain calm. Check all entry doors for the elevator to make sure they are securely closed, as any opening may have caused the cab to “lock” as a safety precaution. You can also check the nearest panel box for a tripped breaker. If either of these suggestions do not restore normal functions, please call our offices immediately so that we can dispatch someone to assist in person. We may also advise you to call 911 if there is any immediate health or safety concern presented by this situation.


Best Practices & Reminders

  • Do not attempt to exit the elevator until the cab has come to a full resting stop. A premature exit may cause the elevator to default into a safety mode that prevents further use.
  • Do not use the elevator during storms due to the potential for a power outage.
  • Children may not ride or operate the elevator without the accompaniment of an adult.
  • Do not reach fingers, hands, or limbs into the elevator shaft, even if the cab is in a resting stopped position.
  • Advise our offices if any features of the elevator are not working, such as lights, telephone, or buttons.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Power Outages

Are you experiencing loss of power in your rental home? Let’s check a few things to see what might be the issue. Pay particular note as to whether the power outage is isolated to a single outlet, a single room, a specific area of the home, or is affecting the entire home. In addition to the below troubleshooting items, please also keep in mind that The Outer Banks is especially susceptible to area wide power outages during Tropical Storms, Hurricanes, Nor’Easters, and Winter Storms.



Power is out on a single outlet

If your issue seems to be isolated to a single outlet, the outlet itself may need to be rest or there could be a tripped breaker. See below for how to proceed.


If the outlet features a “TEST” and “RESET” button

This indicates that the outlet type is a GFCI, which stands for Ground Fault Circuit Interrupter. This type of outlet can prevent electrical shock in wet locations such as bathrooms, kitchens, decks, or pool areas. Moisture may have caused the outlet to default to a safety mode where power is shut off. If this is the case, you may press the “RESET” button to restore power. If this does not work, we may suggest checking your nearest panel box for a tripped breaker.


The outlet features no buttons; only plugs/ports

These standard outlet types do not feature dedicated control buttons. As such, we may suggest checking your nearest panel box for a tripped breaker.

Power is out in a single room or area

This issue is most commonly caused by a tripped breaker. Be advised that panel boxes may be located in several areas of the home. Check the panel box nearest to the affected area for a tripped breaker.

The most common reason for tripped breakers is overloading the circuits. This occurs when too many major devices or appliances that consume power are being ran at once in a certain area. Limit excessive power use in isolated areas to prevent tripping breakers.

Power is out to the entire home

This issue is most commonly caused by area-wide storm impacts. Heavy wind, rain, and fallen tree-limb debris often disrupt power to entire communities. Even if you are unsure as to the extent of the outage, we may advise checking your panel boxes for tripped breakers in case this is the issue. Use extreme caution in navigating your home in the dark.

If tripped breakers are not the issue, we advise calling the local power provider, Dominion Power, at 866-366-4357. If available, it is advised you call them directly from the landline house phone, as this may help expedite your service request. If you are able to connect to Wifi, you can also visit their website, https://www.dominionenergy.com/outage-center to see if the outage is area wide, review safety tips, and other useful information.

You may also call our offices and we can assist in placing an outage report or checking for an ETA of restoration.

Tips for Resetting a Tripped Breaker

  • Locate the panel box nearest to the affected area. These are commonly located in closets, laundry rooms, hallways, or bedrooms. Call our offices if you cannot locate the box.
  • Find the circuit breaker that is near the OFF position or not in the fully ON position. The circuit-break flips the switch toward the OFF position, but it doesn't move all the way off. Some breakers will show a bit of red (on the switch) if they’re tripped.
  • Flip the breaker to the fully OFF position. You must turn off the circuit breaker completely off before you turn it on again.
  • Flip the breaker fully to the ON position. When the switch moves back to the On position, power should be restored. If power doesn't come back on, try flipping it Off and On again. If the breaker shuts off again, please call our offices for further assistance.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Pest Control

The Outer Banks is the ideal environment for multiple species of insects and pests, with its warm and humid summer climate and various bodies of water. Areas closest to the Sound host an especially large population of spiders, flies, midges, palmetto-bugs, and mosquitos. Ants are prevalent in sandier areas closer to the beach. Given the nature of this habitat, it is not uncommon for you to encounter any of these pests in and around your rental home as they seek out cooler temperatures, sources of water, and food. If you need to mitigate the presence of any such pests, we may suggest some of the following solutions.



Pest Prevention

  • Turn off any unnecessary exterior lights at night, as these will attract large numbers of flying insects. Pool, deck, porch, and driveway lights (among others) are the most common areas where these pest may congregate. Closing window shades at night can also reduce any attraction from interior light.
  • Be sure slider doors, entryways, and windows are closed.
  • Secure food items away in sealed containers, coolers, or fridges.
  • Remove trash regularly.

Pest Treatment

Twiddy is not licensed to distribute, deliver, or administer pesticides, sprays, or treatments. If your situation requires any such action, we can reimburse you for the purchase of your own treatment or can coordinate having a licensed pest control company to address the situation. It is often quicker and less disruptive to your vacation to purchase your own sprays or traps from a local hardware or grocery store. If you do so, please save your receipt to provide to the nearest Twiddy office so that we can reimburse you for the expense.

If you would prefer to have a licensed professional treat your rental home, please reach out to our Maintenance Department at (252) 457-1504 so that we can facilitate that service with a local vendor. Please bear in mind that service turnaround cannot be guaranteed by Twiddy, as these vendors are not managed by or directly affiliated with our company.

Please also keep in mind that even pest control companies cannot treat for flying insects like midges, mosquitos, and flies. Pests with a centralized nest, such as hornets, wasps, or bees, can be removed however. If a nest has been identified on the premises of your rental home, we advise you to not disturb or attempt removal.

Midges

Midges are small flying insects that resemble mosquitoes, however, they do not bite. They sometimes emerge in large numbers near channels, creeks, and large bodies of water such as the sound. Swarms can be dense enough to interfere with outdoor activities. Midges tend to gather in very large, dense masses on the sides of homes, decks, vegetation and carports, and they are highly attracted to light. Extermination/pest control of midges is ineffective because of their breeding habitat and habits as adults. To reduce the presence of midges at your vacation home, turn exterior lights off and close window shades at night.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Pools and Spas

Pools and Spas are excellent alternatives to the ocean for enjoying time in the water. If you are experiencing an issue with use of either amenity, we have a few things you can check to help resolve some common problems. In addition to the below troubleshooting items, please also keep in mind some environmental impacts that we’d like you to consider.



There is sand in the pool/spa

Sand frequently blows into most pools, particularly those nearest the oceanfront or large sand-dunes. Those in your party that do not rinse off before entering the pool may also contribute to some of the sand accumulation. The good news is that sand DOES NOT affect the function, chemical safety, or cleanliness of the pool. Sand that enters the pool will settle to the bottom and should not interfere with the filters or pumps. Excessive sand build-up can be vacuumed out by a licensed pool vendor, but may incur an extra charge if needed outside of normal servicing. The same is true for spa conditions and function.

My pool is not heating

Pool heaters are only available seasonally by request, and may require an additional fee. If you home advertises a heated pool, you must request this service be added prior to your arrival. If you have arranged and paid for this service, please be advised that heaters are turned on the day of your arrival and may take up to 24 hours before its effects become apparent. These amenities are also very sensitive to weather conditions. Strong winds, cool temperatures, and rain can substantially affect performance. Some heaters may not come on at all if air temperatures dip below 60 degrees. Even in ideal conditions, heaters usually only raise the water temperature 8 to 10 degrees above the ambient air temperature and may not exceed 80 degrees. If the heater is experiencing difficulties beyond these conditions, we may suggest the following:


Check the water-flow from jets

If the water flowing from this area is warmer than the surrounding water, then your heater is functioning and may just need more time to take effect. If you feel no temperature difference from the jets’ water flow, or if there is no flow at all, we may advise that you check your nearest panel box for a tripped breaker or call our office for further assistance.

My spa is not heating

Spas that are not heating properly can be caused by one of several common issues. Not leaving the cover on your spa while it is not in use can cause the tub’s heat to escape and water temperatures to be chilled by cooler air. The other most common issues are those relating to power. Spas may default themselves into “economy” mode if not used for extended durations, in an effort to save power. A tripped breaker may also cause total power loss and subsequent loss of heat. We suggest the following for each of these scenarios.

  • Keep the spa covered when not in use.
  • Check the spa display panel, if available, for any error or alternative-mode messages. Adjusting the temperature to a higher setting may “wake” the spa out of economy mode.
  • Resetting the spa may bring the unit back into normal functioning mode. Try to locate a small gray/black panel box within the vicinity of the tub to perform a reset. Depending on the style of the box, you may need to open its cover or door to access the controls. If you are comfortable doing so, switching the tub OFF or fully disconnecting the unit for a few moments before powering the unit back on may restore the spa to normal function.
  • Check your nearest panel box for any tripped breakers.

My pool/spa is dirty

Please keep in mind your pool/spa may not have been serviced by the time you check into your rental home. Pool Vendors work extended hours due to weekend traffic delays and full servicing may not occur until after 5pm. Also bear in mind that sand that has settled to the bottom of the pool is normal in our area and is not an indicator that the water is dirty. Some surface staining on the bottom of the pool and its liner is also a common condition, and may also give the false impression of dirty water. Surface debris like leaves, bugs, and pollen may also drift or blow into the water throughout your stay. This is also common and can be easily removed with the provided net or skimmer.

  • You can test the cleanliness of the water by dipping a clear drinking glass into the pool to collect a water sample. If the water appears clear, then staining or sand may have given the illusion of an unserviced pool. If the water appears cloudy or discolored, then we may need to have the Pool Vendor assess further.
  • If you cannot see the bottom of the pool due to water cloudiness or discoloration, please call our offices.
  • Please skim excess surface debris from the water to maintain water clarity.
  • Advise your guests to shower off before entering the pool or spa. Sunscreen can be very damaging to the filters and may cause the water condition to suffer.
  • Overuse of pools and spas can also negatively impact water condition and increase the risk of bacterial contamination. Limit use to reasonable groups of guests for short durations.
  • Do not remove the floating chemical dispenser for any reason, as these actively maintain appropriate chemical levels in spas and some pools.
  • Pets are not allowed in pools or spas, as they can significantly increase the risk of bacterial contamination and cause damage to the filters.
  • Turning off exterior pool lighting at night when the pool is not in use may mitigate swarms of flying insects that congregate in these areas, and inadvertently land in the water.

The water is not circulating, filtering, or flowing

Whether this condition is present on your pool or spa, it is often a power issue. For your spa, you may check its display panel to see if there is any apparent error or mode message. If there is no power at all, a breaker may have tripped.

  • Please check your nearest panel box to see a breaker needs to be reset.
  • Maintain the water level of your pool or spa. Water should be at least ¾ up the skimmer-box and above all jets in order to prevent mechanical damage. A hose should be available in the pool area to add water as necessary.

Someone has had an “accident” in the pool or spa

Fecal accidents require the immediate closure of any pool or spa. Please report all accidents promptly and do not allow anyone to re-enter the water until a full treatment has been completed. Failure to comply can cause serious illness.

  • Frequent bathroom breaks for children are necessary to prevent such occurrences.
  • Unchanged diapers spread bacteria in the water and cause similar health concerns.
  • Children under the age of 12 are prohibited from entering spas at any time.

The pool or spa is losing water

The most common causes for loss of water levels is excessive splashing and evaporation. Keeping your spa covered while not in use will mitigate any evaporation. Aside from limiting splashing, pool water levels can best be maintained by adding water with the nearest hose.

  • If you notice excessive water loss, this may indicate a leak of some kind. Please reach out to our offices so we may identify the source of the issue.

We are experiencing the sensation of a Ground Current

Occasionally, some pools and spas in Dare and Currituck counties experience a mild ground current. While this occurrence is typically intermittent and benign, it may be more prevalent in different areas of The Outer Banks depending on environmental conditions. Using rubber mats (when available) or rolled up towels as platforms for entry and exit into the water can mitigate the effects of this current.

  • If the ground current becomes more frequent, intense, or sustained, please cease use of the pool or spa until we can have a licensed electrician evaluate.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Security

The safety and security of you, your family, friends, and guests are of the utmost importance to Twiddy. You home is equipped with a variety of security features to ensure everyone in your party can enjoy their vacation without worry. If you are experiencing any difficulties with doors, locks, or alarms please refer to the below troubleshooting reminders.



Locks

The main entry of your home will be outfitted with either a hard/physical key-lock or a keyless entry system. Upon arrival, our agents at the front desk will review with you which style lock your home features and how to operate that system. If for any reason you have difficulty locking or unlocking the home, please see below.


My keys are not working

Be sure that the label on your key-tag matches the name and house number reflected on the home as well as your check-in materials . Also, be sure that you are attempting entry into the correct door. Most main entries are featured at the front or side of the home, usually on the first or second level. If you have incorrect or malfunctioning keys, please call our offices so that we may dispatch someone to assist in person.


My keyless entry system is not working

Keyless entry codes are time sensitive and only activate at the time arrival services have been completed at your rental home, or after 4pm. If you pre-arranged an early check-in, you keyless code will activate after 1pm. If the issue is not related to the timing of your code, we can try a few other things.

  • Does the lock mechanism have power? If it does, pressing any button should produce a brief flash of light and an audible beep. If there appears to be no power, please call our offices for further assistance.
  • Normal operation procedures are shown below:
    • Press buttons firmly and one at a time.
    • A successful keystroke yields a brief GREEN flash and BEEP.
    • Be sure to enter ALL digits and any special characters such as a #.
    • A RED flash indicates an error. Wait until the flashing stops before your next attempt.
    • A sustained GREEN flash and BEEP indicates a successful code entry.
    • Turn the deadbolt pr push down the lever to unlock the door.
    • If you turned the deadbolt, you may now turn the doorknob to open the door.

Deadbolt Style Lock Operating Instructions

To Unlock
Enter your code as shown above (XXXXX including * or #, if shown) and turn the deadbolt knob on the lock while the light is green. Turn the doorknob to open the door.

To Lock
Turn the deadbolt knob.

Lever Style Lock Operating Instructions

To Unlock
Enter your code as shown above (XXXXX including * or #, if shown) and push the handle down while the light is green to unlock AND open the door.

To Lock
Automatically locks when door is closed.

Keyless entry timing sensitivities

  • Allowing a time lapse of 5 seconds or more between pressing buttons will result in the lock registering an incorrect code.
  • 4 incorrect code entries will result in the lock going into a LOCK OUT mode, indicated by a 45 second interval of continuous red flashing lights. Any subsequent incorrect codes will yield yet another LOCK OUT mode. Do not reattempt entry until the LOCK OUT mode has lapsed and all flashing lights have subsided.
  • After a successful code entry, you have 5 seconds to turn the deadbolt or depress the lever before the lock registers an abandoned entry and re-locks itself automatically.

Entry instructions should also be provided in your check-in materials. Bear in mind, some homes feature different style lock mechanisms, though instructions for each style should be provided. If none of the above suggestions explain or resolve your issue, please call our offices so we may dispatch someone to assist in person.

Lift-n-Lock Door Handles

Some homes feature doors that have a lift-n-lock entry system. These door systems have a lever action handle that can be lifted and depressed in either direction, as well as a deadbolt latch. If you are having difficulty opening this style door, please keep in mind the following.

  • To lock or unlock, lift the door handle upwards. While in the upwards position, turn the deadbolt to either the locked or unlocked position depending on what you are doing. Unlocking usually means turning the deadbolt away from the door jamb.
  • If you were attempting to unlock the door, you may now depress the door handle to open the door.

Smoke and Carbon Monoxide Detectors

If any of these wall or ceiling mounted alarms are emitting an errant beep, they may need to have their batteries changed. Please take note of the location of the alarm in question and contact our offices so that we may dispatch in-person assistance. If you feel comfortable doing so and can safely reach the alarm, you may attempt to access the battery pack of the alarm and adjust or change the batteries yourself.

  • If the alarm is actively sounding and there is evidence of smoke or fire, please make sure everyone in your party safely exits the home. Once everyone is outside and accounted for, please immediately call 911.
  • If the alarm is actively sounding and there is NO evidence of smoke or fire, double check the home to be sure you have not overlooked any hazards. False alarms can be caused by high heat, moisture, dust, and humidity which affect the sensors in the alarm. Be sure to secure any open windows or doors that might be contributing to false alarms of these sort.

Pool Alarms

If you rental home features direct access to a pool from the interior of the home without the barrier of a gate or fence, a pool alarm will have been put in place as a safety precaution. These alarms are meant to make you aware if an unattended child has opened any door leading to the pool area without your knowledge. In order to prevent this alarm from sounding, you must depress a small button on or over the door before opening the door. If this button is not pressed, the alarm will activate and sounds very similar to a routine security alarm.

  • Please do not disarm these alarms, as they are a necessary safety feature.

Security Alarms

If your home features a Security Alarm, these items are typically activated in the off-season when the home is uninhabited. Use of these alarms is strictly limited to personal home-owner use and is not available as an amenity for guests. If for any reason the alarm is activated or is actively sounding during your stay, please reach out to Twiddy immediately so that we may coordinate deactivation.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Water and Plumbing

Are you experiencing an issue with water or plumbing in your rental home? Let’s check a few things to see what might be the issue. In addition to the below troubleshooting items, please also consider some environmental impacts and conservation tips.



Environmental Impacts

Wind-driven rain

Storms that produce heavy rain and high winds can lead to leakage around windows, slider doors, and other points of entry. There are no active measures that can be taken to resolve this issue UNTIL the rain subsides. Until conditions improve, we advise placing towels at window or door seams to mitigate the intrusion of water. If this sort of leak has led to dripping water accumulation, please place a container (bowl, bucket, etc.) under the water source to prevent further damage to the home and notify Twiddy immediately so that we may coordinate any necessary assessments or repairs.


Well-Water Conditions (4x4 Beaches)

Homes with private wells occasionally experience low pressure, salty, distasteful, or discolored water. There may also be an unpleasant sulfur odor. Private well water may discolor hair and/or clothing. Many guests choose to use bottled water for drinking purposes, even though the water is tested regularly for contaminants. All homes in the 4x4 area have private wells and may have more prevalent water problems, even in homes with water filtration systems. Please keep in mind that these conditions are common for this area of the beach, and while water remains safe to use and is regularly tested and treated, we can gladly have specialists determine if further treatment is necessary. Always feel free to reach out if conditions worsen or seem beyond comfortable use.


Loss of Water Service (Nags Head through Corolla)

Total loss of water service (to all plumbing fixtures) in a home on the paved areas of The Outer Banks is likely directly related to an area outage through Public Utilities. Please notify Twiddy immediately if you experience total water loss so that we may coordinate with the local utilities provider on an ETA for restoration of service.


Loss of Water Service (4x4 Beaches)

Total loss of water service (to all plumbing fixtures) in a home on the 4x4 beaches is likely due to a power outage, as these homes are serviced through private wells that require electric pumps. In this condition, we suggest locating the nearest panel box and checking to see if a breaker has tripped. Even if you are able to restore water service by resetting the breaker, please notify Twiddy so that we may assess further.

Leaks

Whether the leak is coming from a pipe, plumbing fixture, toilet, or appliance, it always best to first attempt to turn off the water source so that the leak is no longer active. A shut-off valve should be in close proximity, and if located, we advise to please turn it to the OFF position.

If you cannot locate the shut-off valve, are unable to stop the flow of water, or there is residual dripping, please find a suitable receptacle to collect the water in order to contain and prevent any further damage or impacts to the home. A bucket, pot, trashcan, cooler, or even towels can help to temporarily contain the effects of a leak.

In any case, please contact our offices so that we may dispatch someone to address the leak in person.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

Trash & Recycling

Are you unsure how trash and recycling are handled in your area of the beach? See below for a community trash schedule as well as some general reminders.



Trash

Bag all trash and place it in the home's outdoor trash receptacles with the lids tightly closed. Roll trash receptacles to the curb (no more than three feet from the street) the night before the scheduled collection day since trash pick-up occurs in the early morning hours. Guests should not roll out trash for pick-up in the Four Seasons, Osprey, Sea Ridge, Pine Island, Buck Island, Whalehead, and Corolla Light communities, as roll out service is offered as long as bins are not blocked.

On the 4x4 beaches, bag and place trash in the home's outdoor trash receptacles for collection. Please be sure the receptacles are within the home's trash enclosure or the trash will not be picked up. There is also a trash and recycling center located on Anemone Lane in North Swan Beach if additional trash removal is needed. To reach the center, head west on the first access ramp past mile marker 20, just north of Historic Wash Woods Coast Guard Station. The center is open for drop-off seven days a week (Monday-Saturday 7:00 am-7:00 pm and Sunday 1:00-7:00 pm), except on Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year's Day. For additional information call (252) 453-9832.

Recycling

Nags Head, Southern Shores, Duck and Corolla offer curbside recycling pick-up on days specified in the collection schedule below. Homes are equipped with receptacles that accept all materials so you don't have to separate them.

Kill Devil Hills has a recycling center located at 701 Bermuda Bay Blvd. Recyclables can be dropped off Monday through Friday, from 8:00 am to 4:00 pm, and Saturday, from 8:00 am to 2:00 pm.

The 4x4 area has a recycling center available for drop-off seven days a week. The center requires you to separate glass from other "crushable" materials. Directions and hours of operation are previously detailed.

Recycling guidelines:

  • Pour or whipe out contents of cans and bottles before recycling.
  • Please break down all boxes.
  • Keep recyclable materials loose in the recycling receptacle (do not separate or bag).
  • Do not leave recyclable materials outside of the recycling receptacle, or they will not be collected.

Save your wine corks!

Twiddy supports Recork in their work of converting pure wine corks into everyday items, such as yoga blocks. Please bring your pure cork stoppers (no synthetic or broken stoppers, please) to the office upon check-out and Twiddy will send them in for production. Thanks to the support of Twiddy guests, owners and staff, we have repurposed thousands of pounds of cork since our program began in 2009.

Trash Schedule

Community In-Season (5/1-9/30 unless otherwise noted) Off-Season (10/1-4/30 unless otherwise noted) Instructions
Nags Head (NH) Trash: Monday & Friday
Recycling: Friday
Trash: Monday
Recycling: Friday
Trash pick up is Monday & Friday. Recycling pick up is Friday. Roll the receptacles to the curb the night before the scheduled collection day. You may also refer to page 16 of your Guest Directory.
Kill Devil Hills (KD) Trash: Monday & Thursday
Recycling: Drop-off at trash/recycling center
Trash: Monday
Recycling: Drop-off at trash/recycling center
Trash pick up is Monday & Thursday. Roll the receptacles to the curb the night before the scheduled collection day. Recycling drop off is located at 701 Bermuda Bay Bld, Kill Devil Hills. You may also refer to page 16 of your Guest Directory.
Southern Shores (A) Trash: Monday & Friday (beginning 6/1/18, ends 9/3/18)
Recycling: Wednesday 
Trash: Monday only (beginning 9/3/18)
Recycling: Wednesday
Trash pick up is Monday & Friday but will change to Monday only beginning 9/3/18. Recycling is Wednesday. Roll the receptacles to the curb the night before the scheduled collection day. You may also refer to page 16 of your Guest Directory.
Duck to Sanderling (B) Trash: Monday & Friday
Recycling: Monday
Trash: Monday
Recycling: 1st & 3rd Monday
Trash pick up is Monday & Friday. Recycling pick up is Monday. Roll the receptacles to the curb the night before the scheduled collection day. You may also refer to page 16 of your Guest Directory.
Duck - Four Seasons (BFS), Osprey, Sea Ridge Trash: Monday & Friday
Recycling: Monday
Trash: Monday
Recycling: 1st & 3rd Monday
Your community offers a roll out service. Trash pick up is Monday & Friday. Recycling pick up is Friday. Please do not roll the receptacles to the curb and do not block the bins.
Snow Geese Dunes (B , N. Snow Geese Dr.) Trash & Recycling: No pick up - please take trash and recycling to the community dumpsters adjacent to Duck Road.
Pine Island Lodge (D1) Please take trash to the dumpster at the end of the driveway. Trash is collected on Monday and Friday.
Crown Point (H) , Currituck Club (C) , Spindrift (F) , Ocean Sands South "G1, G2, G3" Trash: Monday & Friday
Recycling: Monday & Friday
Trash: Monday
Recycling: Monday
Trash & Recycling pick up is Monday & Friday. Roll the receptacles to the curb the night before the scheduled collection day. You may also refer to page 16 of your Guest Directory.
Pine Island (E), Pine Island Club (EC), Pine Island Reserve (ER), Buck Island (I), Corolla Light (K) Trash: Monday & Friday
Recycling: Monday & Friday
Trash: Monday
Recycling: Monday
(Wednesday for Corolla Light)
Your community offers a roll out service. Trash & Recycling pick up is Monday & Friday. Please do not roll the receptacles to the curb & do not block the bins.
Whalehead (J) Trash: Wednesday & Saturday
Recycling: Wednesday & Saturday
Trash: Wednesday
Recycling: Wednesday
Your community offers a roll out service. Trash pick up is Monday & Friday. Recycling pick up is Friday. Please do not roll the receptacles to the curb and do not block the bins.
Corolla Village (M) , Ocean Hill (N) , Ocean Lake (GOL) , Ocean Sands Sections D - Q (G4 - G9) , Village at Ocean Hill (P) Trash: Wednesday & Saturday
Recycling: Wednesday & Saturday
Trash: Wednesday
Recycling: Wednesday
Trash & Recycling pick up is Wednesday & Saturday. Roll the receptacles to the curb the night before the scheduled collection day. You may also refer to page 16 of your Guest Directory.
4x4 Beaches Trash: Mid-week & After Check-Out
Recycling: Drop-off at trash/recycling center
Trash: After Check-Out
Recycling: Drop-off at trash/recycling center
Trash & Recycling is picked up mid-week & after check-out. Bag & place trash in the home's outdoor receptacles for collection. There is also a trash & recycling center located on Anemone Lane in North Swan Beach if additional trash relief is needed. You may refer to page 16 of your Guest Directory.

If you should need any additional assistance, please reach out to our offices at (252) 457-1504.

County Services

Dare County Non-Emergency(252) 473-3444
Dare County Sheriff Department(252) 475-5980
Currituck County Non-Emergency(252) 232-2216
Currituck County Sheriff Department(252) 453-2121
ALL EMERGENCIES911