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Mixie
(@Mixie)
Advanced Member

For the last two months our home phone has mostly not been working. Innovative has dispatched well over 6 different technicians, with various solutions working only for a few days. Each service technician has no idea about what the previous technicians did, contributing to the chaos (there is an app for that, by the way).
Is there some sort of regulatory agency overseeing Innovative?

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Topic starter Posted : June 17, 2014 2:25 am
gonetropo
(@gonetropo)
Advanced Member

Ours has not worked property since 2008 and the service technicians, if that's what you want to call them, don't have a clue as to why. We keep calling and they are dispatched and all of them agree it doesn't' work and drive down the driveway. .

We have found that this is typical of the service you receive from Innovative or WAPA. Basically, there is NONE!

The other day, a pole and tree on our laneway caught on fire for the second time in the past year. This time, 3' of the pole at the top broke off and the transformer was hanging by a thread. Now there was no wind whatsoever and it was a sunny day so how does a pole break off? The transformer started to burn and started the pole on fire and the neighboring tree. The fire department was called as was WAPA.

We watched as they 'patched' it back together to get it working. When the first good wind comes, it's history. when they were all done, they handed the hose back up to the tech who drenched the top of the pole again as it was still smoldering! Yesterday, we called WAPA about trimming the trees since they have caught fire twice and were greeted with a polite DAH! It took 33 minutes for them to answer the phone in the line department! Must have been a holiday that we weren't aware of! 🙂

This is one of the few places where you could live that you have all the utilities in your speed dial!

Good luck!

PS: There is some good news! We did after 5.5 years finally get WAPA to install some burnt out street lights on our road that WE pay for monthly! 2 of them are already burnt out after 7 months.

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Posted : June 17, 2014 9:55 am
Mixie
(@Mixie)
Advanced Member

I actually found the service technicians they sent friendly and competent. They are not provided with the information they need to resolve the problem (case management). My question was however more about regulatory. For instance in California the power company ultimately reports to a "Public Utilities Commission" that compiles complaints.

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Topic starter Posted : June 17, 2014 11:15 am
vicanuck
(@vicanuck)
Expert

We cancelled our Innovative service years ago because they just couldn't be bothered to fix our land line. We've never missed not having a land line and now I'd wonder why anyone would still be using such an outdated form of communication, same with Innovative Cable. The moment fiber optic lines can give me the bandwidth I need to switch my business phones away from Innovative, I'll be using VoIP too.

Let it go. The sooner more do that the faster they will fade into bankruptcy as they should have long ago.

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Posted : June 17, 2014 12:22 pm
Alana33
(@alana33)
Expert

I've always had WAPA/STT respond quite quickly to situations with transformer problems as well as replacing burnt out street lights on our road. I do keep them on speed dial! If you have complaints then you must contact Public Services Commission (PSC) as they are the regulatory agency.

As far as Innovative goes, I was always having problems with my phone, too but since I had them install that phone modem I should not be having any more issues and so far, I haven't which is what they told me. Wasn't happy about havng another thing to plug in 24/7.
I am on a first name basis with my 2 favorite repairmen. I would call innovative to report the problem, then call them to let them know, Yes, it's me again and see if they could move me up the list so I would not have to wait a whole month that Innovative invariably scheduled my service call for repair. Of course, I tip well. It's worth it.

Note: Usually the service people for Innovative have a route or area of island they do service calls in so it's seldom I get a different repair person. Luckily both the guys that have serviced my area know what they are doing and do a great job.

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Posted : June 17, 2014 12:24 pm
STTGuy
(@STTGuy)
Advanced Member

We've never missed not having a land line and now I'd wonder why anyone would still be using such an outdated form of communication,

We are forced to have a land line for our alarm system. We tried using Magic Jack, and one other internet based solution, but no good. Back to the expensive, often broken land line.

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Posted : June 17, 2014 1:50 pm
vicanuck
(@vicanuck)
Expert

Tipping the Innovative repair guy for doing his job? You're kidding right? Isn't that more of a bribe?

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Posted : June 17, 2014 8:43 pm
Mixie
(@Mixie)
Advanced Member

Land lines are necessary if you work out of home. If you have been at the other end of someone using an iPhone on its speaker, you know what I am talking about.
Voice over IP phones will cut out if there is any interruption of service, even for just a few seconds. Broadband has "micro-cuts", not a problem for Netflix or reading email. My ISP in the states also had micro-cuts, so it is not a bash on Broadband.

So
- Does the "Public Utilities Commission" have regulatory authority over Innovative landlines?
- If they do, what is the best way to file a complaint that will be effective?

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Topic starter Posted : June 17, 2014 8:47 pm
Alana33
(@alana33)
Expert

I believe they do. Call and find out. Public Services Commission.

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Posted : June 17, 2014 8:57 pm
Alana33
(@alana33)
Expert

Tipping the Innovative repair guy for doing his job? You're kidding right? Isn't that more of a bribe?

Whatever works and it works for me!
Rather do that than wait a month.
They do work hard and it's not much.
A little gratuity never hurt anyone. I apprecaite the prompt, courteous and efficient service I get from good workers.
How about you?

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Posted : June 17, 2014 10:29 pm
vicanuck
(@vicanuck)
Expert

I would cancel the service and did. Problem solved.

ATT has a wireless home phone solution for those who still need that type of service.

http://www.att.com/shop/wireless/devices/wirelesshomephone.html

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Posted : June 18, 2014 5:10 pm
Mixie
(@Mixie)
Advanced Member

@vicanuck: how is the quality of the sound on the "home phone solution"? Does it come with its own (340) phone number?

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Topic starter Posted : June 18, 2014 6:05 pm
vicanuck
(@vicanuck)
Expert

Mixie...I can't honestly say much about the quality since I don't use that particular ATT service but yes, you get a 340 number. Whats more important is that you can keep your current 340 number that you have from Innovative when you move to another provider like ATT. Here are the details...

http://www.fcc.gov/guides/portability-keeping-your-phone-number-when-changing-service-providers

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Posted : June 19, 2014 12:11 pm
speee1dy
(@speee1dy)
Expert

we have a friend who has that att home phone and they like it but you need cell service too

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Posted : June 19, 2014 12:12 pm
vicanuck
(@vicanuck)
Expert

Yes, it does work in conjunction with your cell service.

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Posted : June 19, 2014 12:14 pm
Ca. Dreamers
(@ca-dreamers)
Advanced Member

Best thing since sliced bread that AT&T home phone.

$22-23/ month for unlimited local calls and unlimited long distance calls to the states.

You do need at least some cell service, I have about 1-2 bars without the booster I have and 4-5 bars with the booster.

It come with it's own 340 number and I actually prefer to use it over my cell for conversations I need to understand, LOL.

CD

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Posted : June 19, 2014 12:17 pm
BB207X
(@BB207X)
Active Member

I'm a rep for AT&T, and the Wireless Home Phone works basically anywhere you get a good AT&T signal. Feel free to PM me if you need more details!

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Posted : June 19, 2014 1:52 pm
sunshinefun
(@sunshinefun)
Trusted Member

BB207X...can your move your 340 number from Innovative to ATT as Vicanuck suggested???

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Posted : June 19, 2014 3:43 pm
BB207X
(@BB207X)
Active Member

BB207X...can your move your 340 number from Innovative to ATT as Vicanuck suggested???

Yes, porting a 340 number from Innovative is not an issue once that number is still active. To port a number from Innovative we need:

Account Name
Account #
Account Address
Account Pin/Passcode

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Posted : June 20, 2014 4:51 am
Mixie
(@Mixie)
Advanced Member

Update: got a $99 AT&T box, took 1/2 hour at the store in Sunny Isle. Plugged it in, plugged my phone into, up and running in 5 minutes. Says it runs for 3.5 hours on batteries too (with a corded phone, of course).. $20+tax for unlimited calls to the states. My InNOvative line costs me much more than that.
AT&T gives a 14 days money-back (minus small restocking fee), so I'll report back on line quality and reliability.
So far, I feel kind of stupid signing up with Innovative to start with.

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Topic starter Posted : June 22, 2014 12:22 am
speee1dy
(@speee1dy)
Expert

mixie, my co worker loves hers. she had an innovative number and had a bit of a wait wit the switch over thing> not sure what that is, but she is very happy

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Posted : June 22, 2014 10:35 am
Alana33
(@alana33)
Expert

Mixie - let us know how it sounds.
That's one of the reasons I keep a land line as sometimes difficult to hear/understand on the cell, plus, I have had the same tel. number, forever. Thanks.

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Posted : June 22, 2014 12:32 pm
sunshinefun
(@sunshinefun)
Trusted Member

Alana33...you don't have to give up your VI 340 number...its totally portable if you move to a provider like ATT.

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Posted : June 23, 2014 11:51 am
Alana33
(@alana33)
Expert

Thanks Sunshinefun. I now realize that - just worried about the quality of the sound of ATT provider vs. present Innovative service on a landline. My ATT cell reception is pretty good but sometimes cannot understand what someone is saying due to sound breaking up until they call back on the landline.

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Posted : June 23, 2014 12:57 pm
sunshinefun
(@sunshinefun)
Trusted Member

My ATT cell phone is so far and away better than the Innovative landline service we had that it just couldnt be compared. Plus, ATT cares about me as a customer whereas ICC couldnt care less.

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Posted : June 23, 2014 6:03 pm
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