Frequently Asked Questions

and Documents

Frequently Asked Questions

and Documents

Frequently Asked Questions

What do I need to know about the installation process in my home?


Installation Notes:

The installer will contact you and schedule an installation appointment at a mutually convienient time. Installations typically take 2-3 hours. An adult who can make decisions about the installation and authorize any work that may occur. will result in additional cost to the homeowner must be present for the installation. The fiber optic cable will be brought from the pole line to your home and will enter your home where your existing utilities are located. The technician will then set up the interior electronics.

Terms and Conditions

The following are some of the general Terms and Conditions of Use for installation of Residential Broadband Service:

  • An adult 18 years of age or older must be present during the installation of services.
  • Customer will be responsible for the installation of necessary conduit if none is available.
  • Payments 30 days past due will result in termination of service. A reconnection fee of $10.00 will be charged for any service disconnected due to non-payment.
  • Pets must be restrained or otherwise kept away from the installer(s) until work is complete.
  • Electronic equipment is and shall remain property of Matrix.
  • Failure to allow for equipment removal upon termination of services, or damaged equipment, shall result in a $500.00 fee.
  • Internet service and fees will be billed on a monthly basis.




How can I prepare my home for Matrix Fiber Installation?


Electrical outlets: There must be an electrical outlet within 6 ft of where your optional Calix 844E WiFi router and 803 ONT (Optical Network Terminal) will be located. These units will usually located in the basement where the utilities enter your house. It is the homeowner’s responsibility to be sure these outlets are already installed prior to the home fiber installation. If you opted for VoIP then an electrical outlet where the ONT is being installed must be available for the battery back-up unit as well. Router location: The optional router can be located away from the ONT and connected using standard computer cable (Cat 5 or Cat 6). Installation of this cable is the responsibility of the homeowner and an electrical outlet must be available for the Calix 844E wherever the final location is chosen. The Calix 844E can be relocated by the homeowner after broadband has been connected. The ONT should never be relocated unless by Matrix personell. VoIP Phone service includes transferring your current Verizon landline phone number (if wished) and connecting to your existing telephone home wiring. If you wish to retain your current landline phone number it is very important not to discontinue your landline service with your current provider until you are notified that your number has been successfully ported from Verizon to your new service. The subscriber is most likely to have overlapping service of both a Matrix VoIP service and a Verizon landline.




Who do I contact with any service/billing questions?


You would contact Matrix via the email address or telephone number supplied on your monthly billing notice.




Who do I contact if my service goes down?


You should contact Matrix via the email address or telephone number supplied on your monthly billing notice. However, because of sophisticated network performance monitoring there’s a good chance we will be aware of any service issue before you are.




What is the calling area if I opt for a VoIP line?


All of the US and Canada. International calling and 900 service calling are blocked because of potential fraud.




Can VoIP service be used with a home alarm system?


Home security systems can be compatible with VoIP service. You are advised to contact your home security provider for more information. Also, many of the newer service utilize your broadband connection instead of a traditional or VoIP line.




If I switch over to a VoIP line will I still be listed in the White Pages?


No. Matrix does not share customer data with any third parties. If being listed in the White Papes is important to you then you should retain your existing Verizon landline.




Does the VoIP line support 911?


Yes, by law all VoIP lines must support E911 service.




Do I need to test call E911 after setup?


No. Calling E911 when it is not an emergency could create unnecessary legal issus for you.




Can I sign up a VoIP phone number to the “do not call list”?


Yes the FCC’s “do not call” list includes both traditional POTS and VoIP telephone lines.




Can I provide my own router?


Yes – the managed WiFI service is completely optional. In fact if you use Apple products exclusively and have an existing Apple AirPort router we suggest you do not sign up for managed WiFi as multiple routers can cause conflicts and issues in service.




What is meant by “Managed WiFi”?


It means Matrix will be able to managed the high speed broadband connection in your home and use additional software and services to troubleshoot any issues that may occur. It also means that we will be providing a Calix 844E 802.11 AC WiFI router. If there are any issues with that unit it is Matrix’s responsibility to repair or replace the unit at no cost.




Will speeds higher than 50 Mbps be offered in the future?


Yes. Matrix will be offering a higher service tiers in the future.




Are there data caps?


No your high speed Internet connection does not have any data caps.




Does Matrix support Net Neutrality?


Yes. Matrix does not sell customer data to any third parties and does not favor any website over another.




I already have a home generator – do I have to pay for a battery backup unit?


Yes. It is E911 policy that all VoIP users have a battery backup unit.




Can I sign up for VoIP line at a later date?


Yes you can get a VoIP telephone line at a later date but there will be a charge of $170 to cover the costs of a battery backup and installation.




Can I have multiple VoIP lines?


Yes




Other networks offer gigabit service, why doesn't Matrix?


Matrix's network, like most fiber optic networks, utilizes a technology called GPON. This technology allows individual fiber optics to be brought to each end users home, but it does not mean that an end user has one single fiber dedicated to them throughout the entire network and the internet as a whole. Because of that fact, at certain points along the network, subscribers will share bandwidth with other users.

Network providers are quick to offer multiple tiers of bandwidth, when in reality, nothing changes on their network at all. Users may experience momentary bursts of their purchased bandwidth speeds (especially while testing their speeds themselves), but in reality their bandwidth will rise and fall constantly based on other network traffic.

We deeply believe that being honest and transparent about this fact is the best practice. The good news is that over time, as we develop an understanding of the bandwidth use on our networks, we will roll out additional bandwidth tiers that we are confident can be delivered consistently to our subscribers.




Will TV be offered as a service?


No. Only high speed Internet and VoIP. Subscribers will be free to choose from many web based live TV services like YouTube TV, Hulu Live, Sling TV, and others. Subscribers can also subscribe to non-live entertainment services like Netflix, Amazon Video, HBO Now, and others.




My home has both underground and aerial utility connections – can I choose how the fiber is to enter my home?


No. If one of your utilities is aerial, then Matrix will be following an aerial path to your home.




If I sell my home can I transfer the connection to the new owners?


Yes, but be sure to contact us so that you do not continue to be responsible for the monthly bill.




My home is set pretty far back from the road – will there be an extra charge for my connection?


Yes. The standard drop is 300 ft either aerially or via usable conduit supplied by the homeowner. Any distance for connection over 300 ft would be subject to an extra connection charge normally in the range of about $1 per additional foot over 300.




Does Matrix Connected Fiber have Terms and Conditions for subscribers?


Yes, Matrix Connected Fiber has terms and conditions for subscibers. They can be found on our site at the following URL:

https://www.matrixconnectedfiber.com/terms-and-conditions




What is your refund and cancellation policy?


Customers may have service canceled upon written or verbal notice to the Matrix Connected Fiber. We require at least a two day notification prior to termination of service. Customers may be required to pay for service furnished until the disconnection date. Refunds can be issued for overpayment if a claim of such overpayment, together with proper evidence, is submitted within two (2) years of the date of alleged payment.




How much does a new home installation cost?


Our service technicians will estimate the cost to bring your home on to our network based on a number of contributing factors. The best way to find out how much it would cost for you is to get in touch with us.




Do you have a customer support phone number?


Yes! If you need additional support you can call 978-756-5926 for customer support. PLEASE NOTE: During the construction of the Petersham Network there will not be a live operator to answer customer support phone calls. Instead, we ask that callers leave a detailed voice message, and someone will respond to your call during normal business hours, usually in less than one hour. We appreciate your patience as we work through the build process and we look forward to having you as a customer for years to come!




What is a reconnection fee?


Reconnection fees are issued if a home that has been deactivated but wants to reconnect to the network. This cost may vary. Contact us for more details.




How do I set up my Voicemail?


We have an easy ​Voicemail Guide​





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