Innovative HFC Network Experiences Interruptions Due To Intermittent Modem Hangups
St. Thomas, St. John and St. Croix, USVI – November 23, 2015– Innovative, the leading
telecommunications provider in the U.S. Virgin Islands, informs its customers of intermittent modem
hang-ups, that is affecting customers who have been converted to its Hybrid-Fiber Coaxial (HFC)
network throughout the Territory.
Nauzer Mistry, Vice President of Engineering stated, “Innovative is experiencing interruptions
throughout our HFC Network, which are affecting customers’ telephone and internet services. These
interruptions are caused by unresponsive cable modems and have affected over 60 customers per day.
During these interruptions, Innovative customers may experience no dial tone on their landlines or loss
of internet service.”
The Innovative engineering team has discovered an immediate solution to restore service to customers
who have been affected and they are working with ARRIS Group Inc., the technology vendor, on a
permanent resolution to the issue.
Mistry concluded, “We apologize to our customers for these service interruptions and will work
tirelessly until this issue is permanently resolved.”
Customers experiencing interruptions of their landline or internet service are encouraged to use the
information provided below to call the Innovative Repairs department for assistance.
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.