Hello,
We're committed to keeping you connected during the winter storm season. Winter storms can be unpredictable, severe weather and power outages happen. We know it can be frustrating when that interrupts your Internet service. That’s why we work to get you connected as quickly as possible. Our technicians go out into the field as soon as it is safe. But there are a few things you can do to be prepared for any potential service interruptions — please see the tips below for more information on how to prepare to stay connected.
Tips in case of an outage
Preventative Solutions Make sure that your cables are tightly connected to your device and your wall outlet Cable and internet connections can become loose over time and cause issues with your service.
What if my power is out? If the power is out, your local utility provider will need to restore power before your Matrix Connected Fiber services can be restored. On occasion, your power may start working before your Internet services. In those situations, we ask for your patience — our teams work hard to get our services back up and running so you can be connected again.
What if my internet is down? If you believe your service has been impacted by weather related issues resulting in a power outage or are only experiencing issues with your Matrix Connected Fiber services, please contact customersupport@matrixconnectedfiber.com or 978-756-5926.
Thank you for being patient with us! Sincerely, Matrix Support
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