Innovative Addresses Recent Network Outage On St. Croix

 

St. Thomas, St. John and St. Croix, USVI – April 30, 2015– Innovative, the leading telecommunications

provider experienced a network outage on St. Croix on April 18, 2015 when the Virgin Islands Water

and Power Authority also experienced an island-wide power outage. The company has completed an

investigation and, after a careful assessment, the Innovative technical team determined the root cause

of the outage was the Innovative power grid and the backup systems that support it. The system

deficiencies are currently being corrected.

Shawn F. O’Donnell, President and CEO stated, “The outage was not caused by individual eMTA

batteries located in customer premises. The reason we experienced an outage was because our

network did not receive sufficient power over the course of the outage from our own power grid which

we rely upon when external power such as that from WAPA fails. At the peak of the outage between

11:30 am and 2:30 pm, insufficient emergency power from our grid caused a large portion of our

network to fail and unfortunately our customers were left without telephone, cable TV or internet

services. However, once our alternate emergency initiatives took effect, we were able to begin to

restore service to customers over the next six hours. The network failure was a result of our power grid

and not a result of the back-up batteries in the equipment located in the customer premises.

Consequently, even customers with generators were without Innovative service.”

 

“We were in the process of completing outside plant remediation on St. Croix and we had already

intended to rebalance our power grid. This outage highlighted the importance of these planned

actions, so we are expediting the effort to ensure completion within the next 60 to 90 days. We have

completed this same initiative on our St. Thomas network, and the network has remained up during

recent similar extended power outages on St. Thomas.”

 

“The Hybrid-Fiber Coax network works and it is critical for us to be able to provide additional advanced

telecommunications services as we have been doing such as HD, greater high-speed data speeds and

Video-on-Demand in the near future,” continued O’Donnell.

 

“We sincerely apologize for any inconvenience that this network outage caused our customers. Our

delayed response was due to the fact that we wanted to thoroughly evaluate what occurred so we

could immediately begin to take corrective action. While the incident was unfortunate, it gives us the

opportunity to make sure everything is working per design before the heart of the Hurricane Season is

upon us when there is a greater risk of extended power outages,” concluded O’Donnell.