Innovative’s Emergency Preparedness Reminders
St. Croix, St. Thomas and St. John, USVI – June 11, 2016– Innovative, the leading telecommunications provider in the Territory, reminds its employees and customers that in the event of a severe storm or hurricane, it is important that they tune to local radio and television stations to stay abreast of weather conditions and updates from the Company.
Shawn F. O’Donnell, CEO and President for the Innovative Companies stated, “It is imperative that our internal and external customers stay tuned to the media for weather updates and use our telephone service, which generally survives storm activity, to advise us of downed lines and outages in their neighborhoods.”
Customers should refrain from moving or cutting downed lines on their property or in the vicinity of their homes because they may be active power lines, telephone lines or cable TV lines.
For customers who are on the new Hybrid-Fiber Coaxial network during a commercial power outage, the eMTA battery back-up for telephone will provide up to 6 hours of talk time. Innovative also encourages customers to use telephone service during these times on an as-needed basis. Customers who have generators or a back-up power source will be able to maintain service. It is important for customers to understand that if they do not have an additional battery or a back-up power supply, the use of the telephone should be reserved for emergency purposes only to retain the maximum amount of talk time on the battery.
Innovative encourages residential customers who do not have generators and multi-line business customers to discuss their communication needs with an Innovative Customer Service Representative to determine if an extra battery is needed to ensure that communication continues in the event of a long-term power outage. Additional batteries are available for sale at the Innovative Business Offices during normal business hours. Innovative Business Offices are located at Tutu Park on St. Thomas;
Estate Diamond on St. Croix and Marketplace on St. John. Business Office hours are Monday to Friday
8:00 a.m. to 5:00 p.m. and Saturdays 8:00 a.m. to 12:00 p.m.
O’Donnell continued, “Innovative identified that there are batteries that no longer hold a charge in
customers’ premises and we have been contacting them directly to replace their batteries free of
charge immediately. In addition, we have launched a media campaign to strongly encourage everyone
who has been contacted to either visit the Business Office or schedule a visit to swap the defective
battery. If the battery is defective, the phone will not be operable during a power outage or in the
event of a disaster.”
Innovative also encourages customers to sign up for the Virgin Islands Territorial Emergency
Management Agency’s VIALERT to closely track the path of impending storms and actions that are
being taken by the local government. Customers can simply log on to www.vialert.gov to register to
receive emergency alerts on their computer or wireless mobile device. Innovative fully supports
VITEMA’s efforts to keep the public informed of natural disasters including hurricanes.
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 the Service Center at (340) 778-1742 or by clicking this
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