A DRASTIC improvement in their internet speeds and stability since 2013, but if you are unlucky…read moreenough to have to reach out to their customer service to resolve an issue, my heart goes out to you. Innovative has the worst customer service I have experienced since Time Warner Cable, and that says a lot. In the 56 phone calls that I had to place to their customer service line in the span of 2 weeks, I was: 1) hung up on 2) told that my account couldn't be verified because I was not giving my grandfather's name correctly, therefore I couldn't be helped over the phone. Although I had already verified my account with the same info dozens of times previously, the Innovative customer service representative refused to help and I was instructed by her to login to my online account and change my grandfather's name and then email customer service about my internet being out. 3) put on hold for 60+ minutes at a time, sometimes eventually being disconnected 4) spoken rudely to for no reason at all 5) unapologetically lied to about appointment dates and times 6) unapologetically lied to about supervisors calling me back 7) unapologetically lied to about appropriate notes being made in my account so that the work repair order would be sent to a supervisor and approved I only give them one star because I cannot give less. The headache and aggravation of trying to do business with them is definitely not worth the time or hassle. ** PLEASE NOTE ** : If you experience terrible customer service on the phone trying to get a repair technician to your house, do not assume that the technician that eventually shows up to do the work has anything to do with answering the phones and scheduling appointments- Over the years, I have had many Innovative technicians come to the house and they have all been helpful and polite. I think that they may take the brunt of the frustrations caused by Innovative's practically non-existent customer service, and this, in my opinion, is undeserving. So be nice to them. They might be having a bad day, too, and it has nothing to do with you... Also, I must note that each time I have had to go to the Innovative building at Sunny Isle, St. Croix, the ladies at the customer service desk there are always very friendly and helpful. Unfortunately, my rating must stay at 1 star; I should have learned my lesson the first time I paid for their services.

Innovative deserves a negative rating, again! It took them 6 months to refund the partial…read moreprepayment from my old apartment's internet service. Glad I got a different service at the new place.

We had been paying our VIYA monthly TV & Internet bills via automatic charging on our cc until it…read morestopped last November. VIYA stopped that service without any notification and then billed us late fees when we reinstated our account. Now they won't even let you pay on line let lone pay automatically. Now you have to call their pay line to pay your bill. You might think the head VIYA people might realize that auto pay is easier for them to get their money faster and on time. I noticed that they do not show an email address for customer support on their invoices or website.

So I pay about $200 a month for a cable and internet plan that works 50% of the time. If anyone…read morehas had an experience like this that costs so much please let me know so I can feel better about what my money is going towards. First off, my biggest gripe this year has been channels disappearing. For example DURING the Game of Thrones season finale we lost HBO, llike it was never ever there at all. All HBO channels disappeared but everything else was there. And you're so SOL if something like this happens after 5pm, because their so called "24 hour service" is really not and just a recording saying "please call again during business hours". There are no words, Viya for you being the reason of why I missed the GOT season finale this year. It would be ok, if you could provide me with HBO on demand which you would think we have because of the outrageous price we pay for cable but nope, the technology out here on St. Thomas is too old to support that. Just like we also don't have access to HBO GO which I have had everywhere else on this planet with HBO as part of my package, and should be included in this price gouging. The channel disappearing thing is just odd, and we'll go from all channels to down to 7 at times. Its not worth my sanity to repeatedly call their rude employees with customer support, to get a result of "we don't know of what's going on". Internet speeds can vary from super awesome to dial up speeds. Viya is formally Innovative, after a stateside company bought them. I wrote a review for Innovative last year and the same customer service rudeness exists over the phone but I have to give Viya credit for their new support center in TuTu Park Mall. Its set up like a genius bar for Apple and you are definitely helped quickly. Post hurricane they are operating although as not a lot of people have power, their services don't work. You also don't have to turn in your boxes because they are calling everything a loss. I would get Apple TV or go with Direct TV. If not you may miss your favorite show's season finale like I did. #St.Thomas #USVI

I live in Santurce, San Juan. Our cable, phone and internet provider is liberty; I love them. We…read morepay for 75M of internet, Unlimited Nationwide calling and Basic cable with dvr and another box. my only complaint is that I cant get MTv, Nick, Spike or any of the Viacom channels.

Worst customer service, unprofessional, rude and if you speak with 5 different agents you 5…read moredifferent versions of information. And they are extremely expensive. Not worth the hassle.

Very professional service ,the employee Alecia Browne is professional.Good aptitude,smiling and…read moreopen to help people with technology issues. Busy place but they know who to handle. Again,5 stars.Thank you very much.

There is currently a 3 person maximum in the store due to COVID, so they have a line outside the…read moredoor and an employee will come get the next person. We're sort of used to phone company employees being unfriendly, so we were pleasantly surprised when the woman helping us was very helpful. The only thing is, they are the only TMobile/Sprint store on the Island, and they don't have a technician to fix your phone. ANY issues are resolved through insurance sending you a replacement phone. So don't anticipate that they will be able to fix any issues you might have.

It's easy to pick on the phone company. It's big, complicated and needs tons on moving parts to…read moremake it work right. I haven't had a bad experience with Innovative. They show up when they say and the technicians are very cool and really know their stuff. Better than the guys I get up in the states! They have the fastest most reliable internet on all the islands. HD Cable too! I switched cellular providers when the big monopolies made it hard to roam with a VI number to the states. Not an issue anymore but I'm sort of stuck. I'd give these guys and girls 5 STARS but.... I hate to give innovative three stars it really should be more but I'm trying to get my "elite" status and If I don't occasionally rate someone lower the Yelp system won't value my reviews as highly. Yelpers won't tell you this and I probably will be dinged for making this public but it's the truth... and isn't that what yelp is supposed to do? Democratize the review process? Not so much. "Regular" peoples reviews get "removed by the computer". I have been on yelp for a very long time and think this new Elite status thing is bogus but when you want your review to count you have to nail a few places. This is one of my shittier reviews.

Innovative's slogan is "your islands your world". Using Innovative's service can be like being…read morestranded on an island in your own world, all by yourself because their internet and cable can suck so bad you won't be able to connect to or see anything else. We struggled for 17 days after install to get the internet working. Cable is spotty and on their (Innovative's) demand not yours! This is the first cable and Internet company that I have experienced that did not even test out the Internet to see if it actually works in our home during installation. Everything (Evil box and all) was thrown at us, like we worked for them, and were told to set it up ourselves. We were also told that the cable connected to the house may or may not be ok. Hmmmm well maybe we should get our climbing gear, scale up onto the roof ourselves and bust out our internet cabling expertise to figure that out?! Calling the help desk is like being attacked by the plague. On my 3rd day on the phone with them a snarky rep yelled at me and cut me off by placing me on a crazy hold after I told her that I would like to have a tech come to the house. Woah there now, I'm the customer, wasn't I supposed to do that to you????? We were also told Office Max sold us the wrong router. Upon returning it, we got an earful from the employees working there, that the router does work. They proceeded to tell us that they share the same building with innovative yet they can't seem to get their internet working properly for them . Touché office max employees and that's scary, you're a big company and we're just us. Every single day we experience problems with HD or getting HBO or Showtime. Picture quality looks like pixelated puke or you'll just get a message on all channels saying "Temporarily off Air." I could understand it if the weather was stormy and bad and that affected service however it's sunny and clear here every day! You may be wondering of why this isn't a one star review and it's because of the efforts of our tech, Shawn, and his partner Flex. They get 5 stars and Shawn really made us feel like valued customers. He did all sorts of things to fix our internet cabling, including getting a bucket truck and blocking off rush hour AM traffic to get to a cable up, explored the jungle behind the house to find the cable issue and re-wired everything in the house and outside so we could have boosted power for each device connected. Hey innovative maybe you should have Shawn train your customer service reps to be more customer service oriented like him? But then again you'd probably want him in the field fixing stuff for you so people that have problems like me stop calling you!

I really hate to downgrade this place to three stars but service with AT&T prior to the hurricanes…read morewas a challenge, afterwards has been a nightmare. Many dropped calls, no service, bad internet connect etc. has been a real struggle the few months leading up to hurricane Irma. We didn't even know and were not informed that we could have received a credit for a period of time before the hurricanes, why didn't anyone let us know? We've been back to this location twice since the hurricanes passed. Prepare yourself for a wait, there is a never ending line that wraps around the building. If you have to pay a bill you can go right to the front and speak with the guy with the iPad and they will call you in, if not you're going to have to wait in this hours long line. After Irma hit on 9/6 cell service was non existent except for by the dumpsters in estate bakkeroe and Marriott and operating at at dial up speeds. After Maria hit on 9/20 it just got worse. Cell service hasn't really been restored until this month (Nov). So for that AT&T is crediting back two months of service. BUT if you are enrolled in autopay it didn't apply for you and you have to go into this location to fix that. We've also tried calling into their corporate line to get this fixed but no one picks up or it's busy which could again be a AT&T cell service issue! Agh!! I will say the employees here are still very helpful, knowledgeable and patient with everyone. As I said in my first review at the beginning of last year we were Verizon customers, always, did not want to switch to AT&T. I hope Verizon comes here soon! #St.Thomas #USVI

Without an appointment my wife and I stopped by the AT&T retail store at Crown Bay Marina. From…read morethe minute we arrived we were greeted with graciousness and hospitality. We were placed on the waiting list and offered a seat. Shortly thereafter, we were greeted by Lucen Louis, a member of the AT&T Team. He was quite knowledgeable and expeditious in his work. He guided us through this the options and made the whole process quite enjoyable. Great team they have at AT&T. Thank you, Lucen!