Yes! If you need additional support you can call 978-756-5926 for customer support.

PLEASE NOTE:

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!

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

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.

In the event that you have a service outage, please contact us either by creating a ticket on the Customer Portal (if you can find an area to use internet service), sending us an email at Customersupport@matrixconnectedfiber.com, or Calling (978)-756-5926 and Pressing 3 to report an outage by leaving us a voicemail. If this occurs during our normal business hours which are 9 AM-4 PM Monday-Friday please press 1.

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

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.

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.

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

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.

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.