Innovative Internet...
 
Notifications
Clear all

Innovative Internet nightmare

Page 1 / 3
 

DonExodus
(@DonExodus)
Advanced Member
Joined: 12 years ago
Posts: 301
May 1, 2013 6:28 pm  

I'll start by saying I am not new to island life. I understand that McDonald's takes 20 minutes, subway runs out of bread, and life happens.

Just moved into mahogany run, stt. Getting Internet installed. Took forever to get an appointment, but hey, that's life. I took a half-day off work to make sure I was present for it (need Internet to work, bbvi nor cellular data are viable options). The time window passes. No call from them- they simply didn't show up. I called, asked what happened, they said they couldn't make it out there in time (I had a morning appointment but ok).

I reschedule for the following day. I take another half day off work. Assured someone will be there. Again I wait, again no call, again no show.

I reschedule for the following day. Another half day off work. An hour into the window, I call- the serviceman had not even been directed to go to my place. After speaking with him, showed up several hours late.

At least it was installed in thought, great,- except that, it didn't work! I speed tested at 0.09mb/s, on the few times the page would even load.

Called multiple times, was told they couldn't do anything, and to wait it out.

A month has passed. Internet is unusable. Called back. Informed the line is bad, never was right, needs replaced. I am told I need to take another day off work to wait for the repairman. I reluctantly agree.

Again. No call, no show.

I am at my wits end. Does anyone know how to get ahold of a supervisor or something?
If its this bad for a new customer they're trying to get money from, how bad will actual service problems be!?!

I.just.want.internet.

End rant.
Thanks!
Don


Quote
speee1dy
(@speee1dy)
Expert
Joined: 15 years ago
Posts: 8862
May 1, 2013 6:47 pm  

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


ReplyQuote
IslandHops
(@IslandHops)
Trusted Member
Joined: 14 years ago
Posts: 929
May 1, 2013 7:36 pm  

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.


ReplyQuote
sttanon
(@sttanon)
Advanced Member
Joined: 11 years ago
Posts: 349
May 1, 2013 8:30 pm  

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.


ReplyQuote
DonExodus
(@DonExodus)
Advanced Member
Joined: 12 years ago
Posts: 301
May 1, 2013 9:19 pm  

Thank you all for your kind responses.


ReplyQuote
DL
 DL
(@DL)
Advanced Member
Joined: 16 years ago
Posts: 312
May 1, 2013 11:13 pm  

Internet options in the Virgin Islands:

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


ReplyQuote
sloop jones
(@sloop_jones)
Advanced Member
Joined: 14 years ago
Posts: 254
May 1, 2013 11:46 pm  

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


ReplyQuote
AirDan
(@AirDan)
Advanced Member
Joined: 10 years ago
Posts: 41
May 2, 2013 3:02 am  

Fixed it for ya:

Internet options in the Virgin Islands:

1. ANTIQUATED
2. CHANCE
3. NARROWBAND-VI


ReplyQuote
sloop jones
(@sloop_jones)
Advanced Member
Joined: 14 years ago
Posts: 254
May 2, 2013 9:40 am  

E N E R V A T I V E

sloop


ReplyQuote
STXBob
(@STXBob)
Trusted Member
Joined: 17 years ago
Posts: 2138
May 2, 2013 11:36 am  

DonExodus, you have my sympathies.

Innovative should be called Inoperative.


ReplyQuote
mutig25
(@mutig25)
Advanced Member
Joined: 10 years ago
Posts: 27
May 2, 2013 9:39 pm  

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.


ReplyQuote
STTGuy
(@STTGuy)
Advanced Member
Joined: 10 years ago
Posts: 39
May 3, 2013 3:56 pm  

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.


ReplyQuote
billd
(@billd)
Trusted Member
Joined: 15 years ago
Posts: 1085
May 4, 2013 11:19 am  

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


ReplyQuote
speee1dy
(@speee1dy)
Expert
Joined: 15 years ago
Posts: 8862
May 4, 2013 11:24 am  

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


ReplyQuote
Alana33
(@alana33)
Expert
Joined: 11 years ago
Posts: 12366
May 4, 2013 2:37 pm  

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.


ReplyQuote
AandA2VI
(@AandA2VI)
Trusted Member
Joined: 11 years ago
Posts: 2294
May 5, 2013 5:08 am  

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.


ReplyQuote
rotorhead
(@rotorhead)
Trusted Member
Joined: 17 years ago
Posts: 2473
May 5, 2013 5:36 am  

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.


ReplyQuote
Alana33
(@alana33)
Expert
Joined: 11 years ago
Posts: 12366
May 5, 2013 1:01 pm  

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.


ReplyQuote
JohnLPC
(@JohnLPC)
Active Member
Joined: 10 years ago
Posts: 15
May 5, 2013 1:03 pm  

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


ReplyQuote
East Ender
(@east-ender)
Expert
Joined: 18 years ago
Posts: 5404
May 5, 2013 1:27 pm  

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.


ReplyQuote
West
 West
(@West)
Advanced Member
Joined: 15 years ago
Posts: 23
May 5, 2013 2:36 pm  

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.


ReplyQuote
Alana33
(@alana33)
Expert
Joined: 11 years ago
Posts: 12366
May 5, 2013 3:07 pm  

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.


ReplyQuote
rotorhead
(@rotorhead)
Trusted Member
Joined: 17 years ago
Posts: 2473
May 5, 2013 4:11 pm  

STX to Miami. Choice ping times always seem high.


ReplyQuote
rotorhead
(@rotorhead)
Trusted Member
Joined: 17 years ago
Posts: 2473
May 5, 2013 4:49 pm  

STX to STT BBVI


ReplyQuote
rotorhead
(@rotorhead)
Trusted Member
Joined: 17 years ago
Posts: 2473
May 5, 2013 4:55 pm  

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?


ReplyQuote
Page 1 / 3
Search this website
Close Menu