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.