Service/Account Questions

Can I add an authorized person to my account?

Yes. To add an authorized person to your account, you will have to provide the person’s name. Please note that once a person is authorized on your account they are authorized to make any changes, up to and including termination of services.

Can I change my service from Business to Residential?

Yes.  However, a downgrade of service from business to residence is permitted only when the existing number is changed.

Can I change my service from Residential to Business?

Yes. An upgrade of service from residence to business is possible; however, the monthly charges will be increased.

Can I have my telephone number changed?

Yes. Customers wishing a number change due to various reasons (e.g., harassment calls) may request a new telephone number. Depending on the circumstance for which the telephone number was changed, it may be recommended that the number be non-published thereafter. A non-published telephone number does not appear in the Telephone Directory nor does it appear in the assistance records (913).

Can I transfer my Business telephone number to another business?

Yes, you can use an “Assignment of Contract” to transfer your working Business number to another business owner. This transaction requires both parties to be present in one of our Business offices, or a notarized letter signed by both parties. The new business owner will have to provide their business license and photo ID. There is a $40.00 fee for this transaction.

Can I transfer my Residential telephone number to another person?

Yes, you can use an “Assignment of Contract” to transfer a working Residential telephone number to another person. This transaction requires the presence of both parties at one of our Business Offices or a notarized letter signed by both parties. The new subscriber of the service is required to provide a photo ID, social security number, and a deposit for the account. There is a $20.00 fee for this transaction.

How do I add another telephone line?

Residential customers applying for a second line at the same physical address need only provide a photo ID to process this order. The deposit may be waived based on the subscriber’s credit history with the company. For business customers, a second line request must be submitted in writing. An additional $50.00 deposit is required.

How do I establish new Business or Government Service?

 

Come into one of our Business Offices. Our customer service representative will ask you for:

  • Proof of business or Government agency name (e.g., business license)
  • Valid photo ID
  • Social security number
  • Proof of physical address
  • Mailing address (including the zip code)
  • The classified heading of your choice for the Directory
  • The type of local service you want
  • The Long Distance carrier of your choice

The Representative will also ask if you can provide the name and telephone number of the person who was doing business there before you, or the telephone number of a person or business located in close proximity to you. This information will assist in speeding up the processing of your application. 

In the case of a Business Partnership, both parties must sign the application to assume equal responsibility. Include “Doing Business As” (DBA) Name.

In the case of a Corporation or Government Agency, the corporation or agency's name and verification of officers must be presented. Application must be signed by one member of the board. Personal guarantee to include when/where incorporated.

Security deposits may be required from customers in the following cases: businesses that have never had prior service with Innovative Telephone; applicants who have accrued unpaid telephone bill(s).

 

How do I establish new Residential Service?

 

Come into one of our Business Offices. Our customer service representative will ask you for:

  • Your name
  • Valid photo ID
  • Social security number
  • Complete physical address including apartment number
  • Mailing address including the zip code
  • How you want to be listed in the directory
  • The type of local service you want
  • The long distance carrier you prefer

The Representative will also ask if you can provide the name and telephone number of the person who was living there before you, or the telephone number of a person or business located in close proximity to you. This information will assist in speeding up the processing of your application.
Security deposits may be required from customers in the following cases:

  • Residences or businesses that have never had prior service with Innovative Telephone
  • Applicants who have accrued unpaid telephone bill(s).

 

I am going to be on vacation (or off-island). Can I have my phone temporarily disconnected?

Yes! We offer vacation rates to customers who may need their telephone temporarily disconnected for a minimum of one (1) month and a maximum of six (6) months, within a consecutive 12-month period.

I am moving. Can I transfer my number to a new location?

Yes! A Transfer is the process by which telephone service is moved from one location to another. Monthly charges are based on service and equipment items added to or deleted from your account.

What is Ready Phone Service?

If you're occupying a location where someone just moved out, you will probably find Ready Phone Service on standby. To check for Ready Phone availability, plug a phone into the phone jack at your new location. If there is a dial tone you may dial 990 on St. Croix and 777-8855 on St. Thomas/St. John, which will put you in touch with our dispatch team; your line will be connected within the next 24 hours. If there is no dial tone (make sure you check all jacks) or you have a tone but still can’t dial out, then your new location is not equipped for Ready Phone.

Who do I contact if I have a dispute with Innovative?

In cases where there is a dispute between a subscriber and the company, the subscriber may file a complaint with the Public Service Commission at P.O. BOX 40, Charlotte Amalie, VI 00804.

Why Choose Innovative

Innovative delivers services that fit your life, at prices that fit your budget. Plus, we’re always advancing our technology to meet your needs.