Innovative HFC Service Interruption Due To Hardware Failure
St. Thomas, St. John and St. Croix, USVI – November 20, 2015– On November 19, 2015 at
approximately 4:00 p.m., Innovative experienced hardware failure which affected all Innovative
customers who have been converted to our Hybrid Fiber Coaxial (HFC) network located in the area of
Mon Bijou, St. Croix. Although service was restored to many customers, there are approximately 500
customers whose services may still be affected.
Nauzer Mistry, Vice President of Engineering stated, “Innovative experienced a hardware failure on its
Cable Modem Termination System (CMTS) hub in Mon Bijou which affected a large number of
customers in the area. While we were in the process of repairing the hub, Innovative customers in the
area of Mon Bijou may have experienced a brief interruption in their service lasting up to 20 minutes
during the maintenance period of 2:00 a.m. and 4:00 a.m.”
Mistry continued, “The Innovative engineering and technical team have been working with ARRIS
Group Inc., Innovative’s network systems vendor, to rectify the problem and will continue to work
tirelessly until all services are restored.”
Customers experiencing lingering effects from this outage are encouraged to power down their eMTA
modems, by removing the battery and unplugging the device for 30 seconds and then replacing the
battery and powering the eMTA modem back up. This process should initiate a reload of the modem. If
customers are still experiencing issues thereafter, they may use the information provided below to call
the Innovative Repairs department for further assistance.
Innovative apologizes for the inconvenience caused to 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 7:00 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 Repairs at (340)
778-1742 or by using the following link:
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. Additional information is also available on our website at www.innovative.vi.