On Thursday, Innovative experienced an outage on St. Thomas that affected St. John customers, according to the company.
In a Friday statement, Innovative chief technology officer Hector San Roman apologized for the inconvenience in a statement. “Innovative received an alarm notifying us that we lost communication between St. Thomas and St. John,” he said.
“Innovative immediately dispatched our engineers to troubleshoot and they ascertained that the fiber cable that transports Innovative services from St. Thomas to St. John lost connectivity. Innovative and the Virgin Islands Water and Power Authority worked tirelessly to restore connectivity at 2:45 a.m.,” "We are designing a redundant route to avoid a similar outage in the future. If customers are still experiencing technical problems, they should contact 912," San Roman said.
For cable TV or phone repairs, Innovative customers calling from landlines should dial 912. The hours of operation are 8 a.m. to 6 p.m. Monday through Friday, and from 8 a.m. to 4 p.m. on Saturdays, Sundays and holidays.
Customers utilizing wireless phones can reach the service center at (340) 778-1742. 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.
