Innovative Experiences Service Disruption Due To Power Failure

St. Thomas, St. John and St. Croix, USVI- November 20, 2014– Innovative Telephone and Internet customers on the island of St. Thomas experienced an interruption of their service. On November 19, 2014, there was power failure to a Hub Switch located in the Crown and Hawk area.  As a result of this incident, approximately 1,500 residential customers in the area of Crown and Hawk were affected. Innovative engineers and its technical team were able to restore service to all customers by 5:30 pm.


Matt Muckelbauer, Chief Technical Officer, stated, “The head end at Crown and Hawk experienced a failure of the power back up system. Video services were quickly restored by rerouting the power.  The system used for delivering voice and data traffic took longer to restore, but the engineers and
technicians worked quickly and effectively to restore the services. We sincerely apologize for any inconvenience this may have caused.”


For cable TV or phone repairs, Innovative customers calling from landlines should dial 912. The hours of operation are 8:00 a.m. to 5:00 p.m. from Monday through Friday and on Saturdays, Sundays and holidays from 8:00 a.m. to 4:00 p.m.

Customers utilizing wireless phones can reach the Service Center at (340) 778-1742 or by clicking this link. Please have available the telephone number, statement number, address, description of problem and brief directions. For assistance with high-speed data/Internet service, customers should call (340)
779-9999 and press 4 or call (340) 714-3700 directly for technical support assistance. Customer service is also available for wireless customers directly at (340) 777-8899. Innovative customers may also report a service problem online by visiting our website Customers should fill
out the form and select “Service Repairs” as the category.