What is EVO by Innovative?
EVO by Innovative is the brand name for Innovative’s communication services currently being delivered to subscribers on a new network. In 2011, Innovative began an 18-month modernization project to address the need for new communication services and improve the quality of telephone, cable TV and high-speed internet offerings throughout the Territory.
Innovative currently maintains two network systems—one for Telephone and High-Speed Internet service, on copper cable, and another for Cable TV, on coaxial cable. The objective for this upgrade is to build and maintain one network that will provide all services. This will be accomplished by deploying a Hybrid Fiber Coaxial (HFC) network.
The EVO by Innovative (HFC)upgrade is well underway and soon a customer service representative will be calling you to set up a time for an Innovative installer to visit and install your new network gear.
What are the advantages to EVO by Innovative?
EVO by Innovative offers faster, more reliable Telephone,Cable TV and Internet service! Customers can look forward to the following improvements at the same price that they are paying today:
- True residential High-Speed Internet service at a minimum of 1.5 Mbps and higher speeds for business customers!
- Faster and more efficient installation experiences.
- A more resilient telecommunications network that takes less time to restore and requires fewer resources.
- A more robust suite of communication products including: Telephone, High-Speed Internet, Cable TV, Video-On-Demand (VOD), High-Definition programming and HD-DVRs!
Why is EVO by Innovative better than the current network? My service works fine and I don’t want to switch.
The network upgrade is a part of the modernization plan that Innovative committed to for the improvement of telecommunications in the Virgin Islands. As the only communications provider with the ability to provide all services, it is important that this upgrade is completed to make the Territory’s services comparable with world-class providers. This is not a partial upgrade for select areas—every residence, business customer and governmental agency that currently has at least one of Innovative’s services (except for Wireless) must be converted and the installation is required.Installation requires a technician’s visit to each home or business.
- The current network was neglected for a number of years and is currently outdated. As a result, it is more susceptible to the elements and other factors that can affect the quality of Telephone, Cable TV and Internet services.
- This upgrade will allow for faster resolution of service issues. Alarms will advise Innovative’s service team when the equipment has been unplugged or if there is a service matter.
- HFC is less reliant on commercial power because generators are being installed for every three HFC nodes, with each node serving approximately 250 customers.This will be especially helpful for cable TV subscribers as the current plant is reliant on commercial power from the Virgin Islands Water and Power Authority (WAPA).
How does EVO by Innovative work?
HFC stands for Hybrid Fiber Coaxial. It is the state-of-the art method for delivering telecommunications services. HFC is a term used to describe a network that links optical fiber and coaxial cable. The main network device that will be used to provide the service is called the embedded Multimedia Terminal Adapter or the eMTA.
What is an eMTA?
An eMTA (embedded Multimedia Terminal Adapter) is acompact black box that will be installed in your home or office allowing for connectivity to the HFC network. This small box will transmit Telephone, Cable TV and Internet signal to the various devices in your home or office. This box should not be unplugged, turned off or removed from your home. Doing so will result in a signal being sent to an Innovative head-end, alerting personnel that a part of the circuit is broken and action needs to be taken. Please do not relocate the eMTA within the home or business where it is located or remove the back-up battery from the device. It should be installed in a safe and dry location in your home or business.
How long will the EVO by Innnovative installation take?
It depends on the amount of work that is required at the residence or business.
If I don’t have all three Innovative services, can I order them before an installer comes to my home?
Absolutely! An Innovative Customer Service Representative will contact you to determine if the service is currently available at your residence or business, review your current services and prepare a service order to add your additional services at that time.
Will there be changes to my bill?
As we upgrade our services, we also want to improve our customer care and billing procedures. Effective September 17, 2012, all Innovative customers will receive their monthly bill in Innovative’s new billing format. Customers transitioning to our new network will receive onemonthly statement issued for all telephone, cable TV and internet services.This combined invoice will be issued each month according to the customer’s billing cycle date. Customers still on our traditional network will have the opportunity for a combined bill format at a later date.
The new statement will have a brand new look that will clearly delineate charges and fees for all products and services. We are pleased to be able to offer this consolidated, eco-friendly statement that has often been requested by our customers. Please note that customers do have the option to receive separate statements for individual services, however, they must notify the Customer Care Department.Additional information about the new bill format and a sample bill is availableon our website at www.innovativevi.net.
Why do I have to pay to maintain the wiring service at my home?
Over time, inside wiring and jacks may sustain damage caused by normal wear or an unforeseen incident. The charge that you currently pay for telephone service does not cover those types of repairs. The repairs are the responsibility of the customer and may be costly if you have to hire a contractor or electrician.
Innovative is now offering a new service called “Inside Wiring Maintenance.” This maintenance plan will save time, costly fees and the added work of hiring a contractor for a monthly fee of $2.95 for residential customers or $5.95 for business customers. Innovative recommends that you add this service, which includes both the labor and materials necessary to complete the repairs.
Customers who do not elect the inside wire maintenance plan will be billed a $25 trip charge if the problem is found to be caused by inside wiring. If a customer’s problem is caused by the wiring, Innovative will provide the option to make the repairs for $25 per extension/jack. However, the maintenance fee is the most cost effective option.
Will I be paying more for WAPA because the eMTA is power reliant?
No. Customers seem concerned because the “state of the art” embedded Multi Media Adapter or eMTA which provides service for all communication services appears to be a source for commercial power. Some people are unplugging their equipment because the perception is that it is another source for pulling electricity. The eMTA uses the same amount of power as a light bulb. You should not unplug your eMTA while away from home or your business.
Does the eMTA have a backup power supply?
During a commercial power outage, the eMTA battery back-up for telephone will last up to 10 hours. When the phone is in use, the standby power supply will last for approximately 7 hours of talk time.Innovative encourages customers to use telephone service during these times on an as-needed basis.
Innovative encourages residential customers who do not have generators and multi-line business customers to discuss their communication needs with an Innovative Customer ServiceRepresentative to determine if an extra battery is needed to ensure that communication continues in the event of a long-term power outage.
How do I sign up for EVO by Innovative?
Call 779-9999 to find out if EVO by Innovative is available in your area!
Can I afford to use your services?
Gaining the benefits of new technologies is not without challenges. We will ensure that the communications solutions we implement support your business goals, and innovate with as little disruption as possible — all while keeping your costs as low as possible. From initial planning and design to seamless implementation, integration and ongoing optimization, Innovative Business Systems (IBS) will ensure that your business gets the most out of your communications investment.
How do I arrange a meeting with one of your consultants?
We look forward to meeting with you. Simply contact us on St. Thomas/St. John at (340) 776-9900 or on St. Croix at (340) 778-9900 to arrange an appointment.
How will I benefit from using your service?
We are well known for providing guidance and assistance in implementing everything from the simplest paging system to the most complex custom-designed data and voice network. We can help you:
- drive revenue, growth and productivity with a wide range of innovative solutions
- connect your workforce with anytime, anywhere mobility solutions
- build efficient, scalable, always-on networks
Innovative Business Systems is backed by an industry-leading warranty and the best-in-class telephone technical support from our team of certified technicians. Our equipment is recognized within the industry as being easy to install, use and maintain.
I own a small business, can you help me?
Innovative can introduce you to small business tools that will boost employee productivity, increase customer satisfaction and even help you sound more professional — so that you can beat the competition.
What does Innovative Business Systems do?
Our services include installation and maintenance of:
- Multi-line Telephone Systems (Digital or VOIP)
- Voicemail Systems
- Call/Cost Accounting Systems
- Telephone & Data Wiring
- Custom-designed Data & Voice Networks
- Paging Systems
- Video Conferencing
- All Ancillary Communications Devices
Let us design a custom system for your business. Please contact us in St. Thomas or St. John at (340) 776-9900 or on St. Croix at (340) 778-9900.
Who can assist me with a service problem?
Our consultants, technicians, installers and customer service personnel are ready to assist you. Our technicians — Roberto Garcia, Richard Penn and Alonzo Venzen — are certified on top-of-the-line equipment from manufacturers such as Avaya, Nortel, Polycom, Valcom, Avotus, Adtran and Plantronics. Please contact us on St. Thomas or St. John at (340) 776-9900/714-4100 or on St. Croix at (340) 778-9900/692-5279 so that we can quickly assist you with your service concern.