Call before you dig!
Innovative Telephone has an extensive network of cables buried throughout the territory. If you are planning on doing any construction or other project that requires you to dig, please contact Innovative Telephone on St. Croix at 692-5185 and on St. Thomas or St. John at 775-7755, and prior to digging.
- EVO by Innovative
- Service/Account Basics
- Contact Numbers
- Special Calling Features
- TroubleShooting Tips
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.
Answer: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 Innovative 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?
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!
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. You may also download the form here, so you can save time by preparing the documents before you visit our business office.
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) within the last seven (7) years
- Existing customers whose services were disconnected due to late payment of charges and customers whose checks were returned by their banks for insufficient funds
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. You may also download the form here, so you can save time by preparing the documents before you visit our business office.
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: residences or businesses that have never had prior service with Innovative Telephone; applicants who have accrued unpaid telephone bill(s) within the last seven (7) years; existing customers whose services were disconnected due to late payment of charges and customers whose checks were returned by their banks for insufficient funds.
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.
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.
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.
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.
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 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.
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 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 and Social Security number. 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 Residential to Business?
Yes. An upgrade of service from residence to business is possible; however, the monthly charges will be increased.
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.
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.
How do I report problems with my service?
Call 912 or click Report Outages.
How do I get Directory Assistance?
Dial “913” for Local Information (5 free calls per month, 25c per call after that), or for Information Outside the “340” area code, call (800) 555-1212.
How do I reach an operator for Local Assistance?
How do I reach an operator for Long Distance Assistance?
How do I log into my voice mail box?
At home, dial *98 + your 4-digit PIN to hear messages. Away from home, call (340) 770-6245 then enter your 10-digit home number + your PIN.
How does Innovative Telephone's Voicemail System work?
To hear your messages from home, simply dial *98 and your four-digit PIN. To hear your messages when you are away from home, dial 770-MAIL (6245), enter your 10-digit home number, then your four-digit pin. The family mailbox feature allows each family member to have their own personal mailbox.
How do I use my Call Waiting Feature?
While on the phone, you will hear a tone indicating that another party is calling you. Quickly depress the hook switch or push the “flash” button to answer the call. To switch back to the original call, depress the hook switch or “flash” once again.
How do I use my Call Forwarding Feature?
This feature allows you to forward your calls to another number. Call Forwarding Activation is *71. Deactivation is *72.
How do I use my Call Return Feature (Star 69)?
This feature enables you to automatically redial the telephone number of the last person to call you. Call Return Activation is *69. Deactivation is *89.
How do I use my Repeat Dialing Feature?
This feature lets you automatically redial the last telephone number you called. If the number is busy, the repeat dialing feature will continue dialing for you and will signal you with a distinctive ring that lets you know your call can be completed. Repeat Dialing Activation is *66. Deactivation is *86.
This feature enables you to program up to nine (9) telephone numbers that you can dial using two digits. To activate, dial 73, then wait for the sound of the dial tone. Dial the code number you select, from two (2) through nine (9) then dial the phone number that you wish to store (enter all seven (7) digits for local numbers, and one (1) plus the area code for long distance numbers). To change a number in the memory, simply repeat these steps, selecting the code for the telephone number you wish to change.
What is the minimum usage fee?
The monthly usage fee is based on your minimum long distance monthly usage. For residential customers, the minimum usage is $5.00 for residential customers. If you spend less than the minimum, in any given month, the difference will be added to your bill. For example, if you spend $4.00 in Innovative calling services in a given month, you would be billed a usage minimum of $1.00.
What is the Universal Service Fund Fee?
The goals of Universal Service, as mandated by the Telecommunication Act of 1996, are to promote the availability of quality services at just, reasonable and affordable rates; increase access to advanced telecommunications services throughout the Nation; advance the availability of such services to all consumers, including those in low-income, rural, insular, and high-cost areas at rates that are reasonably comparable to those charged in urban areas. In addition, the 1996 Act states that all providers of telecommunications services should contribute to Federal Universal Service in some equitable and nondiscriminatory manner; there should be specific, predictable, and sufficient Federal and State mechanisms to preserve and advance universal service; all schools, classrooms, health care providers, and libraries should, generally, have access to advanced telecommunications services; and finally, that the Federal-State Joint Board and the Commission should determine those other principles that, consistent with the 1996 Act, are necessary to protect the public interest.
Where can I pay my Innovative Telephone bill? What are my payment options?
You can pay your Innovative Telephone 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 at 779-9999 and online 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. Finally, if you choose, our Customer Service Representatives can arrange for your credit card to be automatically charged monthly.
Are my online payments secure?
Yes, payments made online are safe and secure. The Company maintains a variety of physical, electronic and procedural safeguards to guard your personal information.
Can I change my billing cycle?
Yes, you may call 779-9999 and speak with a Customer Service Representative as well as visit any one of our Business Offices.
Can you help me understand my first bill?
On your first Telephone service bill from us, you can expect to see the following:
- Usage charges
- Prorated charges for the services used from the day of activation to the last day of the first billing cycle
- Monthly service and feature charges for one month in advance
- One time installation fee
How can I set up Autopay?
Simply call 779-9999 or visit one of our Business Offices and speak to a Customer Service Representative and provide your name, account number, credit card number and expiration date and you will never have to worry about a late fee again!
How do I modify or cancel Autopay payment settings?
If you are on Autopay and would like to modify or cancel your payment settings, please call us or visit our Business Office and request termination of Autopay.
No Dial Tone on Phone(s)
Unplug phone (s) from jack and wait one minute. Plug in one phone at a time and check for a dial tone. If problem persists, report your trouble to 912 Repair Service.
Hearing Radio Station on Line
Unplug phone(s) and check again. If you have more than one phone, check all phones. If problem persists, report your trouble to 912 Repair Service.
Noise (static, hum)
Unplug phone from wall jack. Plug another phone into jack. If line is clear, replace cord or phone. If problem persists, report your trouble to 912 Repair Service.
Can't Receive Calls
When a number is called and you get a fast busy signal, your phone may be call forwarded. Dial *72 and listen to the recording. If phone rings only once and cuts off, unplug all devices connected to the phone (e.g., computers, fax, Caller ID, etc.) wait one minute then plug in phone and check. If problem is eliminated, you may have a defective device connected to the line. Check each device separately. If problem still persists, report your trouble to 912 Repair Service.
Click & Cut Off
If problem exists on all phones, report it to 912 repair service. If problem exists on only one phone, shake the cord connecting the handset to the phone (coiled cord), if problem worsens or lose dial tone, you have a defective coil cord. Change the cord or phone.
Hearing Another Party on Your Line
Attempt to get the other party's phone number and contact 912 repair services. You do not need to be home for this problem to be corrected. Report this problem only if you can hear them in the background and you are NOT using a cordless phone. If you have a cordless phone, try switching channels or move the base to an alternate location. If this problem persists, discontinue use of that cordless phone.
Stutter or Beeping Dial Tone
Verify whether you have Voicemail service from the Innovative. If you do have this service, the system is notifying you to check your messages in your mailbox. To clear the stutter dial tone, you must check your messages. If you use this line for dialing out via a modem of any type (e.g., computer, fax, etc.) then it may not connect until this feature is cleared. If you do not have the Voicemail service feature, please contact 912 repair services to report the problem.