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’sservices (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- The current network was neglected for a number of years and is currently outdated.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.
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.
How long will the EVO by Innovative installation take?
It depends on the amount of work that is required at the residence or business.
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 EVO 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?
We understand your concern that the state-of-the-artembedded Multi Media Terminal Adapter, or eMTA, which provides service for all communication services, will increase your WAPA bills.The eMTA uses the same amount of power as a light bulb, and should not significantly increase your bill.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!
I cannot hear any sound on when I'm watching television. How do I fix this?
Try following these steps:
- Verify that the mute button on the DCX set-top or the remote control has not been pressed. Press mute on the remote control to restore sound.
- If the DCX set-top audio output is connected to the TV, verify that the mute button on the TV has not been pressed.
- If the DCX set-top audio output is connected to a home theater receiver, verify that the receiver is set to the appropriate input source and the mute button on the receiver has not been pressed.
- Verify that you have the correct cables for the audio connections.
- Verify that the audio cables are firmly connected between the DCX set-top and the audio playback device (TV, receiver, DVD player, etc.).
If you are still having problems with your audio, please contact Innovative Cable for service.
Do I need to pay extra for local programming?
In the Virgin Islands, Innovative is the exclusive provider of local programming at no additional cost. We make it easy for you to stay in touch with what is happening in your community.
Do I need to sign a contract to receive Cable TV or HD/DVR service?
Unlike our competitors in the territory, we do not require you to sign a contract.
Do you offer any additional savings to your customers?
Innovative is proud to offer you a range of services: Local Telephone, Long Distance, Wireless and Internet, in addition to Innovative Cable TV. Bundle any three or more services and you can save hundreds of dollars a year. The more services you have, the more you save!
How do I set up my Motorola DCX3400 HD/DVR Set-top Converter?
Please see our User's Guide, which contains a great deal of helpful information. Important Safety Precautions are on page i in the Preface (page 3 of the PDF), and instructions for connecting your set-top are on page 11 of the guide (page 21 of the PDF).
I used to be able to see several channels even though I didn't subscribe to Innovative Cable. I can no longer see those channels. Why is that?
On March 31, 2011, Innovative ended the transmission of basic on analog, converting all broadcast signal to digital. By making this change were able to reclaim much needed bandwidth, allowing us to continue adding services, improving customer programming options. The benefits to our customers include:
- Improved picture quality
- An additional four PBS digital channels
- 46 Music Choice channels
- Ability to order Pay-Per-View
- Access to the Interactive Guide
My DCX remote control does not work. What could be wrong?
Try following these steps:
- Verify that the remote control is in "Cable" mode.
- Check the batteries in the remote control. Install new batteries if needed.
- Verify that there are no obstructions between the remote control and the DCX set-top. Aim the remote directly at the DCX set-top front panel, not the TV or VCR.
- The angle between the remote control and the DCX set-top may be too large. Stand in front of the DCX set-top and not too far to either side.
- Press and release operation keys one at a time, firmly and deliberately.
- Try changing channels using the buttons on the DCX set-top front panel.
If you are still having problems with your remote, please contact Innovative Cable for service.
My Motorola DCX set-top will not power on. What should I do?
The DCX set-top may have received a software update and may not power on while the new software is being installed. Try again in a few minutes. If you are still having problems, try the following:
- Press the POWER button on the DCX set-top front panel, instead of the remote control. The batteries in the remote control may be depleted.
- Verify that the AC power cord of the external power supply is connected to the DCX set-top and an AC outlet. Unplug the DCX set-top from the AC outlet, plug it back in, and then press the POWER button.
- If the DCX set-top is connected to a switched outlet on another unit, verify that that unit is powered on. Unplug the power cord from the DCX set-top's AC outlet, plug it back in and then press the POWER button. It is recommended to use an unswitched outlet, if possible.
If your DCX set-top will still not power on, please contact Innovative Cable for service.
What documents do I need to apply for Cable TV?
We are committed to making your service experience a smooth one. You may download an application form here. When applying for Cable services, please assist us by bringing the following documents with you to our St. Croix, St. Thomas or St. John Business Office:
- Government-issued identification (driver's license, passport or voter's registration card)
- Verification of physical address (renters: lease or notarized letter from landlord; home-owners: deed, property tax bill or home insurance)
- Verification of mailing address (WAPA bill or PO Box receipt)
- Form of Payment (cash, check, ATH, Visa, MasterCard or American Express)
Where can I get information about your rates and packages?
Rate and package information is available right here on our website or at any of our business offices on St. Croix, St. Thomas and St. John. We offer a variety of channels and packages at affordable prices.
Where can I pay my Cable bill?
Cable TV invoices can be paid at our Business Centers, located in Estate Diamond on St. Croix, in Tutu Park Mall on St Thomas, and at The Marketplace on St John. We accept cash, checks, ATH, Visa, MasterCard and American Express at our Business Offices. You can also pay by telephone and online at www.innovativevi.net with Visa, MasterCard and American Express.
You may also pay your Innovative invoice at any Banco Popular, Bank of St Croix, First Bank VI or Scotiabank branches in the territory.
Our mailing address is PO Box 7450, Christiansted, VI 00823. You may also fax correspondence to our office at 340-778-6011.
Why isn't there any sound coming from the center of my home theater speakers (and/or surround speakers).
Not all programs feature full Dolby Digital surround sound. In some cases,, the programs may only contain left and right stereo audio. You can also try the following:
- Verify that the S/PDIF cable (coaxial or optical) is firmly connected to the DCX set-top and the home theater receiver.
- Verify that the home theater receiver is set to a surround sound audio mode (Dolby Pro Logic®, Dolby Pro Logic II®, Dolby Pro Logic IIx®).
- Verify that the receiver is properly configured to work with all connected speakers.
If you are still having problems with your audio, please contact Innovative Cable for service.
There is no video on the TV screen. What has gone wrong?
Try following these steps:
- Verify that the TV is powered on and set to the appropriate input source for the DCX set-top.
- Verify that the DCX set-top is powered on and tuned to an authorized cable channel.
- Verify that all video cables between the DCX set-top and the TV are firmly connected.
- Verify that the coaxial cable feed is firmly connected to the DCX set-top and the wall jack.
- If the DCX set-top video output is connected to a home theater unit, verify that the home theater unit is powered on and set to the appropriate input source.
- If the DCX set-top video output is connected to a TV through an HDMI connection, power off the TV and then power off the DCX set-top. Wait for one second and then power on the devices.
- Not all HDTVs can display every output format (1080i, 720p, 480p, or 480i) available on the DCX set-top. To select a different format:
1. Ensure that your DCX set-top is plugged into a power outlet and is turned ON.
2. Press the MENU key on the front panel. Your settings are displayed on the DCX set-top front panel display.
3. Press the up and down arrow keys to display the HDMI/YPbPr OUTPUT setting.
4. Press the right arrow key to cycle through the available output formats until a picture displays on the TV.
If you are still having problems with your video, please contact Innovative Cable for service.
Why aren't there any graphics or program guides on my TV screen?
If you use the IEEE-1394 connection, onscreen graphics, including closed captions and program guides, are not displayed by the DCX set-top. Onscreen graphics and captions may still be overlaid by you TV, if enabled. Alternatively, use HDMI or component video instead.
How do I get my closed captions to display?
Closed captioning may not be available on the program you are viewing. If that is not the problem, try following these steps:
- Verify on the User Settings menu that closed captions are enabled on the DCX set-top.
- Verify that closed captions are enabled on the TV.
Why are there black bars on the right and left of the picture on my TV screen?
Wide-screen TVs display 4:3 programs in this format unless set to Stretch. To change this display setting, turn on the 4:3 OVERRIDE feature in the User Settings menu. This enables most wide-screen TVs to stretch the video to fill the screen. If this does not work, see your TV manual for information about stretching 4:3 video. If the DCX set-stop is connected to a wide-screen TV, verify that the TV TYPE is set to 16:9 in the User Settings menu.
Why are there black bars above and below the picture on my TV screen?
All 4:3 HDTVs display HD programs in the letterbox format (black bars above and below the picture) because of the shape of the display screen. To change this display setting, turn on the 4:3 OVERRIDE feature in the User Settings menu. This enables most standard screen TVs to display a full screen picture when the DCX set-top is tuned to a 4:3 program. If this doesn't work, set the TV TYPE to 4:3 Pan-Scan. This enables the DCX set-top to remove the black bars above and below the picture when possible.
Why are there black bars on all four sides of the picture on my TV screen?
This may occur on a 4:3 TV if the 4:3 OVERRIDE setting is OFF. To set 4:3 programming to fill the screen, depending on the capabilities of the TV, set 4:3 OVERRIDE to 480i or 480p. This may also occur on a 16:9 TV if the active video for an SD broadcast is in letterbox format. To confirm, wait for a commercial or look for a graphic, such as a network logo. If the commercial fills the screen from top to bottom, or the graphic appears below the active video, the program is being letterboxed by the broadcaster. You can minimize this by activating the zoom feature on your TV.
Why aren't colors appearing correctly on my TV screen?
Be sure to match up each signal to the same YPbPr connection on the TV, otherwise the colors will not appear correctly on your TV.
Why is there a humming noise coming out of my DCX set-top?
The DCX set-top includes an integrated hard drive and a fan for cooling. During normal operation, the DCX set-top emits a low humming noise, similar to a personal computer. The noise varies in volume occasionally when the speed of the internal fan adjusts to changes in the temperature around the DCX set-top. Please note the hard drive will stay on even when the DCX set-top is turned off (standby).