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Matrix Voice

If you're experiencing trouble with your Trinsic service, you may save time and money in many instances by using this page to identify and fix your problem.

If you're unable to solve service issues on your own, call Trinsic Customer Care at 1-877-9TRINSIC (1-877-987-4674).

Features Issues

  1. I don't know how to set up my voicemail.
  2. I'm receiving a recorded message when I try to access my voicemail.
  3. I'm having problems accessing my voicemail by pressing "00."
  4. My Caller ID LED screen isn't displaying anything.
  5. I don't think my Call Waiting is working.
  6. I can't hear the Call Waiting tone.
  7. I can't hear the Call Waiting tone, but I'm unsure how to answer the incoming call.
  8. I don't know how to place a 3-way call.
  9. I can't set up my Speed Calling numbers.

Calling and Line Issues

  1. I have no dial tone.
  2. I can't place calls.
  3. I can't place long distance calls.
  4. I'm not receiving calls.
  5. I'm experiencing noise problems on my line (static, echo, etc.).

Feature Issues

1. I don't know how to set up my voicemail.

Please refer to the Matrix Message Center User Guide.

2. I'm receiving a recorded message when I try to access my voicemail.

Please note the message and contact Customer Care.

3. I'm having problems accessing my voicemail by pressing "00."
  1. Have you chosen a long distance carrier other than Trinsic? If Yes, you will be unable to access your voicemail via "00." If No, please continue...
  2. If you have a Long Distance Block on your phone, you will be unable to access voicemail through "00," but you can still access your voicemail by dialing 1-877-345-9835.
  3. Do you receive another company's recording when you dial? If Yes, contact Customer Care.
4. My Caller ID LED screen isn't displaying anything.
  1. Make sure that the line to your Caller ID device is attached correctly. (Refer to the manufacturer's instructions for setting up your display unit or telephone.)
  2. Check and replace the batteries in your Caller ID device, if needed.
  3. If your Caller ID displays "No Data", contact Customer Care.
  4. If you're unable to fix your problem in any of the above methods, you may need to replace your Caller ID device or phone.
5. I don't think my Call Waiting is working.

The Call Waiting feature is always active, unless you've requested to have it removed from your phone line. However, Call Waiting will not work under the following circumstances:

  1. The receiver is off the hook.
  2. You are dialing.
  3. Your phone is ringing.
  4. You already have a call in Call Waiting.
6. I can't hear the Call Waiting tone.

Call Customer Care.

7. I can't hear the Call Waiting tone, but I'm unsure how to answer the incoming call.
  1. Press your phone's receiver or flash key to speak to the second caller.
  2. Switch between the calls by pressing the receiver or flash key as desired.
  3. To end either call, ask the person you're speaking with to hang up, then press the receiver or flash key to speak with the remaining party.
  4. If you're still unable to answer the incoming call, contact Customer Care.
8. I don't know how to place a 3-way call.
  1. After you've connected to the first party, press the receiver or flash key.
  2. After three beeps, you should hear a tone.
  3. Once you hear the tone, dial the second party's number.
  4. After the second party connects, press the receiver or flash key to start the 3-way call.
  5. If the second party's line is busy, press the receiver twice to reconnect to the first party.
  6. To disconnect the second party and remain on the line with the first, press the receiver or flash key button twice.
  7. After disconnecting from both parties, wait about four seconds before placing your next call.
9. I can't set up my Speed Calling numbers.

Complete Speed Calling setup instructions are located in the Matrix Message Center User Guide. If you're experiencing dead air, a fast busy signal or a recording that states "Can't set up numbers," please contact Customer Care.

Calling and Phone Line Issues

1. I have no dial tone.
  1. Look for cracks in the phone, frayed cords or non-functional phone lights, then unplug or replace any damaged equipment to see if the problem clears.
  2. If you have a cordless phone, make sure the battery is fully charged.
  3. Hang up all phones and make sure the handsets are on the receivers.
  4. If you have a computer with a dialup modem, make sure the modem is not dialed into a number.
  5. Make sure all phone accessories such as answering or fax machines, computers, modems, security systems and phone sets are still working. Unplug the phone cord from the unit or the jack, then leave it unplugged for 15 minutes. After that time, try plugging phone sets one at a time directly into the wall jack in order to see if the trouble persists.
2. I can't place calls.

If you have another phone, plug it into the wall jack. If the phone works, the problem is with the first phone or cord. If it doesn't work, try a different phone jack. If the second phone doesn't work the problem is then either the inside or outside wiring. Contact Customer Care.

3. I can't place long distance calls.
  1. Have you chosen another long distance carrier? If so, you'll need to contact them for assistance.
  2. Verify your long distance carrier by dialing, toll-free, 1-700-555-4141 from your home phone. If you're not with Trinsic Powered by Matrix you should hear one of the following messages:
    • "Thank you for choosing (another company's name)." Contact the referenced carrier for assistance.
    • "211 (or 411) you are not on the long distance carrier network." This means you have not chosen a long distance carrier. Call Customer Care to sign up for long distance service.
  3. Your long distance call may be restricted by Trinsic Powered by Matrix if your payments are not current.
  4. Someone in your home may have placed a Long Distance Block on your phone line.
4. I'm not receiving calls.
  1. First, verify that the ringer on your phone is turned on.
  2. Look for cracks in the phone, frayed cords or non-functional phone lights, then unplug or replace any damaged equipment in order to see if the problem clears.
  3. Are you experiencing this problem with all of your phone sets?
    • If no, we recommend that you replace the phone that's not working properly.
    • If yes, do you have a dial tone? If no, please refer back to "I have no dial tone." If yes, please proceed with these steps.
  4. If you have a cordless phone, make sure the battery is fully charged.
  5. Hang up all phones and make sure the handsets are on the receivers.
  6. If you have a computer with a dialup modem, make sure the modem is not dialed into a number.
  7. Make sure all phone accessories such as answering or fax machines, computers, modems, security systems and phone sets are still working. Unplug the phone cord from the unit or jack, then leave it unplugged for 15 minutes. After that time, try plugging phone sets one at a time directly into the wall jack in order to see if the trouble persists.
5. I'm experiencing noise problems on my line (static, echo, etc.).

For A Corded Phone
  1. Unplug the phone from the wall jack.
  2. Plug a working phone into the jack.
  3. Hang up all phones and make sure that the headsets are on the receivers.
  4. Check to see if you still hear the static, noise, etc.
  5. If you don't hear the noise, your phone is malfunctioning and should be repaired or replaced. If you still hear the noise, the problem is likely with the line. Call Customer Care.
For A Cordless Phone
  1. Unplug the phone from the wall jack and also unplug the AC adapter from the electrical outlet.
  2. Check to see if you still hear the static.
  3. If the problem goes away, we recommend that you either repair or replace the defective phone.

If you're unable to solve any of these service issues on your own, call Customer Care at 1-877-9TRINSIC (1-877-987-4674).

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