FAQ

   

Internet Issue

Internet Services

 
 
   

Internet Issue

Login Error

Possible Causes:
  1. Entered the wrong password or ID.

Solution:
  1. Ensure the Caps Lock is off.
  2. Make sure you are using the correct password and ID
  3. If the problem persists, please contact technical support.
 

Limited or No Connectivity

Possible Causes:
  1. Network Cable loose or unplugged from the computer or the port in the wall.
  2. Network adapter disabled.
  3. The network cable is broken.
  4. Wireless is turned off on the computer

Solution:
  1. Check with your roommates to see if they are having the same problem.
  2. Ensure the network cable is plugged in securely to the computer or the network jack in the wall
  3. Ensure the network adapter is enabled.
  4. Try connecting with a different network cable.
  5. Try plugging the cable into a different network jack in the wall.
  6. Ensure the wireless is turned on on the computer.
  7. Restart your computer.
  8. If the problems persists, please contact technical support.
 

Slow Internet

Possible Causes:
  1. Loose network cable connecting to the computer or the network jack in the wall
  2. Virus/Spyware infected the computer.

Solution:
  1. Check to see if roommate is having the same problem. If not then the problem lies within your computer.
  2. Ensure the network cable is plugged in securely into your computer or to the network jack in the wall.
  3. Restart your computer and then see if it is still slow.
  4. Do a virus/spyware scan.
  5. If the problem persists, please contact technical support.
 
 

Internet Services

Internet Service Sign Up

  1. See the various Matrix Service Packages.
  2. Log into Matrix Portal with your Matrix Account to susbscribe for Matrix Internet Services.
  3. If you don't have a Matrix Account, you can Register for one.
  4. In Matrix Portal, click on the link Service Sign Up to subscribe to internet service.
  5. Make payments online via PayPal or Credit Card.
  6. Your Service Subscription Information will be E-mailed to you after you make the payments online.
  7. You can also access your Service Subscription Information in Matrix Portal after you make the payments online.
  8. For more information, contact us by:

    Phone:
    Toll-Free: 1-866-71-SPARK x0

    Email: support@sparkmatrix.com
 

Access Point Deposit Request

  1. Please fill out the Access Point Deposit Request Form online.
  2. A technician will contact you to set an appointment to test and pick up the access point.
  3. Once our technician has verified that the access point is in working condition, we will send a cheque to your mailing address at the end of next month.
 

Sublet Procedure

  • Sublessor: the lessee of the room who signed a full lease with the property management
  • Sublessee: the person subletting the room from sublessor
  1. Sublessor must fill out the Sublet Information Form along with the sublessee's information
  2. Sublessor will receive a confirmation email after submitting the online form.
  3. Sublessee will receive an email with instructions to create their Matrix account and sign up process.
  4. Sublessee will have their own account to use for internet.
  5. For more information, please contact us by:

    Phone:
    Toll-Free: 1-866-71-SPARK x0

    Email: support@sparkmatrix.com
 

Additional Devices

  • We allow the following 3 additional devices to connect to internet simultaneously on top of the primary device
    • 1 computer or tablet
    • 1 smartphone or ipod
    • 1 game console
  1. Email technical support with the following information.
    • Name
    • Address
    • Apartment Number
    • MAC address for your additional device
    • Description of the device
  2. Please allow up to 48 hours for us to verify, approve and adding your device to our system
 

Support Hours

  • Monday - Friday: 9:30 am - 10:00 pm
  • Saturday - Sunday: 10:00 am - 10:00 pm
  • Public Holidays: Support hours may change without notice
 

Network Maintenance

  • Daily: 3:00 am - 7:00 am
  • Users might experience short periods of down time during those hours.