Innovative Continues Upgrade To Remedy HFC Network Interruptions Due To Intermittent Modem Hang-ups On St. Thomas & St. Croix

 

St. Thomas, St. John and St. Croix, USVI – May 30, 2016– Innovative, the leading telecommunications provider in the U.S. Virgin Islands, in its constant quest to improve service to its subscribers is upgrading five of the seven hubs in its HFC (Hybrid- Fiber Coax) network. Once upgraded, the HFC hubs will improve the reliability of all services.


Nauzer Mistry, Vice President of Engineering and Operations, stated “Because of a technical issue with our Arris equipment in the past, Innovative experienced recurring issues, which impacted subscribers on the HFC network. During these situations, Innovative customers have experienced no dial tone on their landlines and the loss of internet service.”


Innovative’s engineering team has been working closely with the vendor (Arris) to address this situation and determined the Company needed to upgrade major components of the network. This project is now underway and Innovative is pleased to announce that the upgrade for all impacted HFC hubs will be completed, ahead of schedule, within the next three weeks.
The first upgrade was completed last week. The remaining upgrades are scheduled as follows:

  • St. Thomas: June 1, 2016 and June 7, 2016
  • St. Croix: June 14, 2016 and June 17, 2016

All upgrades will be performed during normal maintenance windows beginning at midnight and finishing by 5:00 a.m. During the upgrades, customers served from the individual hubs may experience an interruption of service of up to 45 minutes for their phone, internet and video services.


The Innovative engineering team reminds everyone that there is an immediate solution to restore service to customers who have modem hang-up issues. Customers are advised that they can restore their service by manually resetting their modem.
In order to reestablish communications, subscribers must perform a “hard reset,” which involves the following
steps:

  1. Unplug the AC power to the modem and remove the battery.
  2. Wait approximately 15 seconds then plug the modem AC power back in and reinsert the battery. The modem will begin to register with the network, and the lights should flash in the following sequence:
    • eMTA (modem) boot sequence:
    • Power LED: Flashing then solid green.
    • Downstream/Receive LED: Flashing then solid green, blue or amber.
    • Upstream/Send LED: Flashing then solid green, blue or amber.
    • Online LED: Flashing then solid green.
    • Link LED: Amber/Flashing if Internet service is configured and CPE is connected.
    • Link LED: is off if Internet service is not configured or CPE is not connected.
    • Telephone1/Tel1 LED: Flashing then solid green if configured, if not remains flashing.
    • Telephone2/Tel2 LED: Flashing then solid green if configured, if not remains flashing.
  3. In the event that the hard reset does not work, Innovative asks its customers to contact its repair department at 912 for wireless customers and an Innovative trained technician will assist them.

Mistry concluded, “We apologize to our customers for these service interruptions and we will continue to work
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 6:00 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 in our website troubleshooting section at http://www.innovative.vi/services/internet/internet-troubleshooting