Innovative Internet nightmare

I feel for you, i hope you get it worked out and i am sorry broadband was not viable for you

Thank FSM for Broadband VI.

I am so grateful I never need to deal with innovative, and can even stream Netflix without issue. If only they had the newer seasons for Walking Dead, Dexter, SOA, and Downton Abbey.

Don ,

I am assuming that this is a DSL install or is it the new HFC ? If it is DSL then call 912 which is telephone repair. Explain to the person that answers that Powernet said you had a bad line and explain that you have had 2 times where person has not showed up and ask to speak with a supervisor. Be firm but polite and it usually will work. If it is the new HFC then that is a bit different as that is a different group of installers. In that case I would call Powernet and choose the option for customer service and ask to speak with a supervisor.

Thank you all for your kind responses.

Internet options in the Virgin Islands:

1. Un-INNOVATIVE
2. No-CHOICE
3. BroadBAD-VI

Which line is bad? the line inside your unit or the incoming line to your unit?
Sloop jones

Fixed it for ya:

Internet options in the Virgin Islands:

1. ANTIQUATED
2. CHANCE
3. NARROWBAND-VI

E N E R V A T I V E

sloop

DonExodus, you have my sympathies.

Innovative should be called Inoperative.

I had a similar experience with them last week, too. Cable was installed fairly quickly and so far is working without a hitch.

However, the internet was another story. After over 10 calls (lost count after that), 3 trips to Innovative, and a wasted day sitting at home awaiting their arrival to check the DSL line without anyone ever showing up, I finally said enough is enough, returned all of the equipment and cancelled my internet services.

Incidentally, I contacted VI Broadband the same day, and they were at my house for an installation within 2 days. So far the internet is working great. It is very unfortunate, as I consider myself a fairly patient individual, but I have to say that I was appalled by Innovative's lack of concern, urgency or even accountability.

Believe it or not, things are a lot better since the new management took over. (Shows what it was like before). We had a similar experience attempting to get our land line fixed. Took months to get resolved (and it still doesn't work quite right). Good luck.

I would copy the VI Customer Support people. I had a Major problem with that company and wrote them a letter. Two days later that company called me, actually spoke to me like a human customer and all was taken care off.

The problem as stated by others is that they just don't care about you. They just want your money. And it is not the pole people who do a great job, it is the way the company runs.

A few years ago I had a problem with my phone. They said see you in a about to weeks. So I cancelled the phone. Then I had a problem with the DSL. They said see you in a few weeks. So I fired them and went to VI broad band.. I am now looking to fire them for my cable.

This company should be fired by the WHOLE VI!

In the end, I suggest you try to find another way to get internet service.

Billd

i had a problem this morning with broadband. i guess the power outage early this am was at fault. i called them and left a message and within minutes internet was back on

Contact Licensing and Consumer Affairs and make a complaint. Also Public Services Commission.
If enough people do so, they will be forced to change. Their customer service when you have a problem is deplorable.
I had to wait almost 30 days to have them fix problem with my phone service. I returned a cable box in Nov. and am still waiting the return of my deposit. Innovative is aptly named as they are innovative in charging and keeping your money for services they fail to provide.

Ditto to Choice with their internet service.
They were much better when they were not concentrating on selling cell phone service and giving away cars.

We decided to go Choice and live on the NS of STT and I will say that overall Ive been pretty happy. we have that green modem like thing thats in the window and we get really decent signals and its pretty fast too. Not like in the states or anything but I can surf without getting irritated w the speed. Streaming videos is a bit slower and buffers a lot but we don't watch vids online THAT much. I think we pay like $50 a month and the customer service is AWESOME. Last week we had forgotten top pay the bill (thought it was auto pay as most of ours are) I was doing some freelance design work and had no internet to upload files! I was pretty irritated but I called (realized it was my bad) and before I even hung up the phone the rep who was super nice, took my CC over the phone at no extra charge for processing and before I hung up it was back up and running. The unit itself was plug and play with one AC adapter and we were wireless in less than 2 minutes.

Sorry OP I am not trying to rub salt in the wound, just wanted to post as I was frustrated at first when we moved here about what internet to go with as there were lots of complaints agains innovative and broadband VI wanted $200 non-refundable deposits. The service at innovative wasn't that great to begin with and we were just window shopping. I walked into that back area, in the Innovative building in TuTu and the people looked like they had been there for years, no one at the counter and the girls there gabbing away. Choice girls at the Havensight location were great, friendly and not pushy. $100.00 (refundable if/when we cancel service) and a single piece of equipment. I don't think Choice works everywhere well but there is also no contracts and cancel at any time. Kinda a good way to go IMO.

Glad you are happy with Choice. Please go to speedtest.net and run the test and post your results. One of the main problems that I hear about Choice is the long ping times(latency) and inconsistent speeds.
Thanks.

Choice did not give me my deposit back and told me to keep the modem.
They often did not send the bill until after it was due, cut you off, especially on a late Fri. afternoon when you could not reach anyone (offices closed, no tech support available) to find out why you had no service until Monday morning when you could finally contact someone after your 4th or 5th try that morning, only to be told that you didn't pay. Well, I'd pay if they would send a damned bill on time!
It took 5 months to get them to e-mail me the bill on time.

I spent the last yr. of service with Choice being driven crazy by their service. Yes.....$200 to BBVI for deposit/installation but my billing is accurate and on time, they respond when I have problems and my speed is now fine thanks to being moved from the Inner Brass tower to the Crown Mountain tower. Glad Coice is working for you as they sure didn't for me and so many others.

I'd be afraid to depend on Innovative for every service as when there are outages many time your power will be back on before they are up and running for cable, takes weeks to get them to check your phone and good luck with getting your deposits back these days. I am still waiting 6 plus months now for a cable box deposit refund.

Is Angie's list actively used to rate services (like Internet) in the region? This type of feedback and customer service anecdotes seem invaluable.

John: No Angie's list in the VI. I'm not sure many places care about customer feedback. When there is little competition, there is little need to improve.

Speed Test ping time depends on where the server you are pinging is located and how busy it is. If you do a speed test to a server in Puerto Rico or Miami then you are leaving the island and Choice network . Choice, nor any other internet service provide, has no control over what is happening off of their network.

I just did a speed test from Choice to Broadband VI in St Thomas 108MS ping time. 4.98Meg down load and 3.2Meg upload - pretty darn good.

speed test to Innovative in STT, 284MS ping 2.2Meg down and 1.4 Up.

It is clear where the problem is and it's not Choice.

I just got 5.12 download, 2.02 upload and 15ms ping from BBVI.
Glad they were able to solve my problems that I was having last week, and fairly quickly by VI standards.

STX to Miami. Choice ping times always seem high.

STX to STT BBVI

Speed Test ping time depends on where the server you are pinging is located and how busy it is. If you do a speed test to a server in Puerto Rico or Miami then you are leaving the island and Choice network . Choice, nor any other internet service provide, has no control over what is happening off of their network.

No kidding.

Do you work for Choice?