FAQ

   

Internet Issue

Internet Services
 
   

Internet Issue

Duplicate User Login

Possible Causes:
  1. Logged in previously and did not log out.

Solution:
  1. Enter 1.1.1.1 in the address bar in your browser, it will take you to the log out page.
  2. Enter your SparkID and password to log out.
  3. If you are able to log out, close your browser and then open your browser again to login.
  4. If you are not able to log out, try restarting your computer.
  5. If you are still not able to login, please contact technical support.
 

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. Once the form has been submitted, our techician will contact the sublessee shortly
  3. Login credentials for the sublessee will be send to the sublessee via E-mail.
  4. For more information, please contact us by:

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

    Email: support@sparkmatrix.com
 

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 some down time for a short period during those hours.