Question 1

How does your fixed wireless service work?

Accepted Answer

Our professional technicians install an antenna on the outside of your building where it receives the best signal from our network. Because antenna is fixed, signal is stable. We monitor your connection 24x7 and make any repairs/upgrades needed.

Question 2

Netflix is not working. However I can stream Hulu, Prime Video etc. without a problem.

Accepted Answer

Problem: You can stream Hulu, Disney+ etc but Netflix does not work.
A number of our customers have reported this. When they called Netflix about it,  they were given email instructions on troubleshooting steps and told to contact their ISP if that did not fix the issue.

What we did: We looked into it and determined that the issue was with Netflix. This likely has to do with their stated goal to start cracking down on "password sharing" starting January 1, 2023 which is when the issue started cropping up with our customers. But they do not provide any helpful error message or diagnostics about why it suddenly stopped working - simply point you to the ISP.

How to fix it: 
Make a note of your Netflix account email and password.
Log into your Netflix account (ideally on a cell phone - because Netflix is not blocking mobile devices yet.) Go to Netflix.com and sign in.
Go to Account -> Security and Privacy.
Select "Sign out of all devices".
Power cycle (actually unplug and replug) your wifi router.
Power cycle (actually unplug and replug) each of your streaming devices (such as Roku), Smart TVs and tablets and PCs.
Sign in to each device with your Netflix email and password and verify that it is working.

If these steps fail, you will need to change the settings on your streaming devices (such as Roku) and smart TVs to factory defaults and reinstall the Netflix app.

We have tested these steps with a number of customers that encountered the problem and now Netflix is working fine for them.

Question 3

Check my speed.

Accepted Answer

Please run a speed test and send us the results.

Question 4

Report slow speed.

Accepted Answer

Please run a speed test and send us the results. 
 
Call or text (209) 832 4420 or email us at support@matrixbroadband.net When you email us, a trouble ticket is automatically created and tracked.

Question 5

Report service interruption.

Accepted Answer

Call or text (209) 832 4420 and leave a message and we will call you back. You can email us at support@matrixbroadband.net When you email us, a trouble ticket is automatically created and tracked.

Question 6

Reboot my connection

Accepted Answer

Please follow these instructions for rebooting your connection.

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