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Problem worse than thought – Flow offers more help

Flow offices in Road Town, BVI. File photo

While stating that its team is still working diligently to restore service to customers, telecom company Flow today indicated that the damage to its infrastructure as a result of heavy rainfall on Monday is worse than initially thought.

The company yesterday said ‘some equipment was damaged that controls international calling’.

But some residents immediately raised concern that such description does not fit the communication challenges they have been facing locally.

In an update this morning, August 10, Flow said it has conducted further investigations into the situation, adding that ‘local voice services’ are also affected.

“Further investigation has uncovered damage to systems related to international and some local calling, including a number of fiber cuts due to landslides. The teams continue to work diligently to restore services as soon as possible,” said Colin MacDonald, Country/General Manager at Flow.

He further stated that internet services to most customers with electricity is not affected, and Flow is now offering more assistance regarding modems.

“Internet services are unaffected for the majority of customers with power restored. However, customers that have had a power surge may see their Flow modem with no lights showing. If this is the case, please take it to our store where we can arrange to have this swapped out. FLOW would like to thank you for your understanding at this time,” MacDonald said.

He added, “Customers are reminded that they can use their mobile data or fixed line broadband service to make calls using applications such as Skype and WhatsApp.”

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11 Comments

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  1. Island Man says:

    Well-loved. Like or Dislike: Thumb up 13 Thumb down 0

    This is the result of out sourcing your company’s delegate equipment. I don’t know what makes telecom companies believe that contractors care about their infrastructure.

    Now is the time to review and hire suitable quality individual who can provide a power, HVAC and infrastructure audit.

    Then you will know your lighting aresters and earthing needs maintenance. A 3 thousand dollars salary can save time and millions.

    • TYS says:

      Like or Dislike: Thumb up 2 Thumb down 0

      They should have a BCP in place. That is adequate and tested. If not the regulator needs to take action, fine them perhaps take their licence.

  2. Can't Believe A Word They Say says:

    Well-loved. Like or Dislike: Thumb up 14 Thumb down 2

    They still not being honest. Not being able to connect to the other carriers as is required by law hardly amounts to the benign statement that “local voice services were also affected.

    Truth is CCT and Digicel networks recovered from any difficulties relating to the storm almost immediately and days later Flow still discovering problems.

  3. Customer says:

    Well-loved. Like or Dislike: Thumb up 9 Thumb down 0

    Flow the truth is your lack of service was there long before the storm. Your company is a disappointment.

    We have bragged about your reliability during and after previous storms. What happen? You allow your bottom to dictate your level of service.

  4. Yeah says:

    Well-loved. Like or Dislike: Thumb up 7 Thumb down 0

    What about the fact that power was restored all the light s are on on the modem and you are STILL NOT receiving internet. Why is FLOW failing to address the internet issue? Is this country Manager mad?

    “Internet services are unaffected for the majority of customers with power restored.”

    Check the number of complaints on the BVI Community Board and come back with your updated statement.

    • MESSAGE TO FLOW says:

      Well-loved. Like or Dislike: Thumb up 6 Thumb down 0

      1. You are unable to call a FLOW number from another provider’s number

      2. You are unable to make local calls from a FLOW mobile

      3. There are Residences and businesses are without internet

      TIME IS MONEY!

    • Kay says:

      Like or Dislike: Thumb up 0 Thumb down 0

      Flow advise to bring in the moderm and they will exchange it.

  5. Notice says:

    Like or Dislike: Thumb up 3 Thumb down 0

    Are there any businesses experiencing internet issues?

  6. BVI business says:

    Like or Dislike: Thumb up 3 Thumb down 0

    Of course businesses are affected !!!

  7. vince says:

    Like or Dislike: Thumb up 3 Thumb down 0

    Back to the old days of Cable & Wireless, no storm ever knock them out.

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