NETWORK FAQ’s

What happens when the power goes out?

During a commercial power outage, the eMTA cable modems battery back-up for telephone will last up to 6 hours of talk time and up to 10 hours on standby. VIYA encourages customers to use telephone service during these times on an as-needed basis.

VIYA encourages residential customers who do not have generators and multi-line business customers to discuss their communication needs with a VIYA 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.

Why do I need an eMTA cable modem in my home?

VIYA 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The original copper network was outdated.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 VIYA Service Team when the equipment has been unplugged or if there is a service matter.

Will my WAPA bill increase?

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 VIYA Telephone and HSD (high speed data) service, and you should not unplug your eMTA cable modem while away from your home or business.

What do I do with the eMTA box when I move?

The eMTA cable modem is property of VIYA and it should not be removed from the location of the original installation.

What do I do if I am experiencing difficulty with my alarm system?

If you have an alarm system and you are experiencing technical difficulties with your service, please contact VIYA first before contacting your alarm service.