Commercial Power failure Impacts Innovative Customers
St. Croix, St. Thomas and St. John, USVI- June 22 , 2015 – Innovative customers on the island of St.
Croix who are currently on the EVO network may be experiencing service interruptions. This is due to a
commercial power failure which as a result has impacted a number of eMTA modems.
Customers located in the Christiansted and Mon Bijou areas who have already been converted to the EVO network may or may not be receiving cable TV, voice or internet services.
Matt Muckelbauer, Chief Technology Officer stated, “Innovative customers experiencing service
interruption in the specified areas are advised to call 912 or 340-778-1742 to have their eMTA battery
levels checked. We have notified a number of customers that require new batteries to visit one of our
Business offices to exchange expired batteries with new batteries at no charge.”
Innovative Business Offices are located in Sunny Isle St. Croix and Tutu Park, St. Thomas.
Muckelbauer concluded, “If the eMTA is not powered from a surge protector, there is a chance that the device might be damaged. We, therefore, encourage our customers to call if their cable modems do not appear to be working. If it is confirmed that the device is damaged, customers will be asked to bring their eMTA modems to the Innovative Business Center Sunny Isle location for a quick exchange.”
Innovative apologizes for any inconvenience that this may cause its customers.
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 http://www.livehelpnow.net/lhn/TicketsVisitor.aspx?lhnid=22785. 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 http://www.innovative.vi. Customers should fill out the form and select “Service Repairs” as the category.