ENJOY YOUR INTERNET!
At Innovative, we want your Internet experience to be as enjoyable as possible. We’ve included below some helpful tips and information on ways you can make sure you are getting the absolute most out of your Internet and online devices. Not finding what you need? Submit a ticket to our online help center for one-on-one guidance.

 

 

 

 

Internet feeling sluggish?

 

There are numerous outside factors that can affect your Internet speed that are not necessarily a problem with your
service.

 

 

Speed throttle1-TEST YOUR SPEED

 

Internet speeds cannot be guaranteed and can fluctuate greatly according to demand at different times throughout the day. To get an accurate reading, make sure to test the speed coming directly from the modem (not through wifi) and take an average of different
time periods during the day.

 


>Test My Speed Now

 


2-CHECK YOUR WIFI ROUTER

 Wifi Router

  • If you are connected to the Internet via a Wi-Fi router, poor signal can lead to lower speeds and dropped connections. If you can, move your router closer to your computer to boost your signal, or move the computer closer to the router.
  • If the router is old, it may be time to upgrade. Newer routers can offer much improved connections and speed over older wireless routers.
  • Dirty, dusty, or loose cables leading from your cable modem to your wireless router, or computer can cause significant reductions in your Internet speed. Pick up a can of compressed air from your local computer store, and use it to blow out the dirt and dust in the connectors.
  • Maintain proper ventilation around all electrical components to avoid overheating.

 

 


Multiple Electronic Devices3-Check your devices

 

  • Be careful when running multiple devices at once. Turn off smartphones, tablets, Smart
    TVs, set-top boxes or other devices that you aren't currently using. If multiple devices are attempting to retrieve information from the Internet, especially streaming video or gaming, you will see a loss of speed.
  • Run a virus and malware scan. Viruses, adware, and other malware can significantly slow down your Internet speed, as well as your computer’s speed. Run regular scans to ensure that your computer is virus and malware free. Innovative now sells anti-virus software.Click to learn more.
  • Update your operating system. Operating systems are under constant development, and newer versions often offer performance increases over previous versions. Check to make sure you are running the latest version of your OS, and update it if you aren’t current.

 

 


Woman with Laptop4-UPGRADE YOUR SPEED

 

Innovative offers a variety of speeds to cater to the unique needs of all of our customers. View our speed guide to make sure you are getting enough speed to support the applications and devices you intend to run. If you are stretching your current speed too thin - it might be time for an upgrade.

 

>View All Internet Packages

 

 

 

EDUCATION CENTER

 

We have included several articles below to help you troubleshoot interruptions in your Innovative Internet Service. Your eMTA Cable modem is the device responsible for transmitting your Internet signal. Understanding your cable modem, including what the various lights mean, can empower you to correct an unforeseen interruption quickly, and without having to call our service center.

 

 

Your eMTA Cable Modem

There are several types of eMTA cable modems currently used by Innovative. While the box itself may vary its purpose does not. The eMTA cable box is required to transmit Telephone and/or Internet service to the devices in your home. The box in your home should look similar to one of the two shown here.

 

 
SBV6220
SVG2501
  SBV5222
SVB5322

 


Light Configuration

Regardless of your eMTA cable modem model, the lights on the front provide important information regarding the status of your service. Understanding these lights can be key to troubleshooting communication problems or interruptions.

 

The eMTA cable modem service status can be identified as working properly by the first four lights: POWER, DS (RECEIVE), US (SEND) and ONLINE should be illuminated and steady (not blinking), indicating the eMTA cable modem is on-line.

 

If you subscribe to our Telephone service, the TEL 1 indicator should be illuminated and steady (not blinking) when phone is on the hook and not in use. If you subscribe to our Internet service, the LINK indicator will illuminate once a connection has been established with your equipment. The LINK indicator will blink while data is being transmitted or received.


Ports & Connecting Devices

Your eMTA cable modem should already be connected to both a power source and to the Innovative network, but you may wish to connect your own personal devices such as a WIFI ROUTER, TELEPHONE or PC. The following image identifies each of the connectors and ports located on the back of your eMTA box.

  1. TELEPHONE PORTS (two or four ports depending on model) - Connects voice devices: telephone, fax machine, etc
  2. ETHERNET PORT (INTERNET SERVICE) - An Ethernet cord is required to connect Internet service from this port to external devices: WiFi router, PC, laptop, gaming console or other Internet device. An Ethernet RJ45 network patch cable is provided at the time of the installation of the eMTA cable modem. If you require an additional Ethernet RJ45 network patch cable, you may purchase one at most electronic or office supply stores.
  3. NETWORK CABLE CONNECTOR – This connection carries the Innovative Network signal to the eMTA cable modem. This connection should have been established by your Innovative technician and this coax (cable wiring) should remain securely fastened unless instructed otherwise by a service technician.
  4. POWER CONNECTOR – This connection provides power to the device and should remain plugged into power adapter or directly to the eMTA cable modem at all times unless instructed otherwise by an Innovative service technician.


Replacing Your Battery

Please do not remove, replace or tamper with the battery unless instructed by an Innovative Repair Service Personnel.

 

REMOVE

  • Turn the eMTA cable modem on its side with LEDs facing up, and remove the battery cover from the bottom.
  • Pull gently on battery tab to carefully slide the battery out.

INSTALL

  • Gently slide battery into compartment until fully seated. The battery is keyed so it cannot be installed incorrectly. **MODEL SBV5222/SBV5322: BE SURE TO INSERT BATTERY IN SLOT 1
  • Re-install battery cover with the locking tabs seated downward, then push the cover forward.



Internet Troubleshooting Tips

Possible problems & suggested solutions.

 

Problem:  ‘POWER’ OR ALL INDICATOR LIGHTS ARE OFF

  • Check that outlet eMTA is plugged into has power.
  • Check that power cord is properly connected and plugged in.
  • Make sure power cord is plugged directly into wall outlet and not an extension cord or power strip.


Problem:  INTERNET SERVICE IS NOT WORKING

  • Check the coaxial connection (#3 IN PORT DIAGRAM) and hand tighten
    connectors if necessary.
  • If connected to wireless router or hub, plug Internet device directly
    into Ethernet cable port (#2 IN PORT DIAGRAM).
  • Check that the Ethernet cable is connected properly (#2 IN PORT DIAGRAM).


Problem:  TELEPHONE SERVICE IS NOT WORKING

  • If ‘TEL 1’ light is blinking and phone is not is use, unplug device from Telephone port (#1 IN PORT DIAGRAM).  If light becomes steady, the issue is with the equipment or wiring.
  • Check the coaxial connection (#3 IN PORT DIAGRAM) and hand tighten connectors if necessary.
  • If your telephone requires external power, check the power to the device.
  • Check that the telephone cable is connected properly (#1 IN PORT DIAGRAM).


Internet Do's & Dont's

DO
    THE EMTA IS THE PROPERTY OF INNOVATIVE AND SHOULD REMAIN IN PLACE EVEN IF THE SERVICE IS DISCONNECTED.
    The eMTA must be plugged directly into an electrical wall outlet at all times to maintain telephone and data services.
    The eMTA should be installed in a safe and dry location.
    The eMTA should be installed close to the coaxial cable and telephone lines.

 

DON’T
X    Do not unplug the eMTA device from electrical outlet except under instruction of an Innovative Service Technician.
X    Do not remove the eMTA device from the home.
X    Do not relocate the device from its original location in the residence or business.
X    Do not allow the eMTA to get wet or submerged in any liquid.
X    Do not physically damage the eMTA.


Internet Troubleshooting FAQs

Q:  WHY DO I NEED AN EMTA CABLE MODEM IN MY HOME?
A:  Innovative is committed to the improvement of telecommunications in the Virgin Islands.  As the only communications provider with the ability to provide all services, it was critical that we upgrade our network to make the Territory’s services comparable with world-class providers.  This is not a partial upgrade for select areas — every residence and business customer receiving Voice or Internet services MUST be converted using an eMTA cable modem to provide this service.


The original Innovative copper network is outdated.  This left our services susceptible to the elements and other factors which were negatively impacting the quality of service. The replacement network has been built to improve quality across all of our services including Cable TV; allowing us to introduce advanced features such as DVR, High Definition channels, and Video On Demand!


This upgrade also allows for faster resolution of service issues.  Alarms will advise the Innovative Service Team when the equipment has been unplugged or if there is a service matter.


Q:   WILL I BE PAYING MORE FOR WAPA BECAUSE THE EMTA IS POWER-RELIANT?
A:    Your eMTA cable modem only consumes 3 watts, (20 times less than the average light bulb) and should not significantly increase your WAPA bill. The eMTA cable modem is necessary to receive Innovative Telephone and HSD (high speed data) service, and you should not unplug your eMTA cable modem while away from your home or business.


Q:   WHAT DO I DO WITH THE EMTA CABLE MODEM WHEN I MOVE?
A:    The eMTA cable modem is property of Innovative and it should not be removed from the location of the original installation.


Q:   WHAT HAPPENS WHEN THE POWER GOES OUT?
A:    During a commercial power outage, the eMTA cable modem’s battery back-up for telephone will last up to 6 hours of talk time and up to 10 hours on standby.  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 Service Representative. They will determine if an extra battery is needed to ensure that communication continues in the event of a long-term power outage.


Q:   WHAT DO I DO IF I AM EXPERIENCING DIFFICULTY WITH MY ALARM SYSTEM?
A:    If you have an alarm system and you are experiencing technical difficulties with your service, please contact Innovative first before contacting your alarm service.