Discoverflow | Anguilla | FAQ | Page 2 | faq

Dear Valued Customers and Partners,

At Flow we know that our clients have many questions about Coronavirus (COVID-19). Today we are writing to assure you that we are doing everything we can to keep you connected and informed.

Our customers, businesses and employees are our number one priority, and we are here so you can stay connected while staying close to the most important thing, your family.

Health and safety:

At Flow, we have always taken the health and safety of our customers and employees very seriously and we have the highest safety standards in the industry, often going beyond government and health guidelines. To cope with the Coronavirus (COVID-19), we are taking additional actions:

  • We have increased our store and office cleaning to 3x times a day.
  • We are frequently cleaning doors, counters and other high frequency touch areas.
  • We have added cleaning sheets and sanitizers stations in the stores and our offices.
  • We have given training and tools to our employees and external teams to keep them and you safe in case they need to install or do service checks inside your homes.
  • We have stopped all international travelling.
  • And we are following all Ministry of Health and World Health Organization guidelines as they evolve.

Customer Service & Stores:

To ensure the safety of our employees and customers, we strongly encourage all customers to use our remote services solutions from the comfort your home or work and avoid crowded areas. We are reinforcing our customer service team going forward and we will be there for you 24/7 so that you can:

  • Top up your prepaid plans with our Flow App
  • Order new products and services you may need at this time.
  • Check your account status.
  • Pay Your Bills
  • Inform us of any service disruptions.
  • and much more information and services at your fingertips.
  • Call us at 1 800 804 2994
  • Finds us online at www.discoverflow.co/anguilla
  • Download Flow App in Google play and Apple Store (logos)

Our stores will remain open for as long as possible, but please check opening hours as they may change for safety reasons. Store Hours are available at www.discoverflow.co/anguilla

If you do need to visit one of our stores, please follow Ministry of Health and WHO guidelines to protect the safety of our customers and employees. Don’t come if you are sick or you have fever. Keep a safe distance and avoid contact with surfaces and other customers and employees.

Importantly, we ask you to pay your bills in our touchless kiosk

Of notice: Due to the unprecedented nature of this situation you may experience at times a longer waiting period given the extra demand, that we ask your understanding.

Emergency network support plan:

We have the biggest coverage and the highest capacity mobile network in the Country and we are rolling our best in class fixed network technology across Anguilla. Due to the unprecedented connectivity demand ahead, even our network will be stretched to unpredictable levels. We are doing all that is possible to increase the capacity and speed of our network, but you may experience at time some slow down when we reach our limits.

  • We have activated our emergency plan and our technical team heroes will be working around the clock to fix any service interruption issues to keep you and your businesses connected.
  • We will prioritize Hospitals, first respondent services, Pharmacies, government institutions, Banks, Supermarkets, gas stations, our loyal customers and businesses and we will follow all Government guidelines.

We are dedicated to doing what is best for our clients and will continue to communicate the information shared by local governments as the events unfold.

For more information visit www.discoverflow.co/anguilla

We are by your side, keeping you connected.

Dear Customer,

As of July 1, Flow will no longer support picture messaging sent via SMS/MMS services, or WAP services. We would like to recommend that you use WEB browsers to access the Internet once we stop supporting WAP or WAP services.

We understand that this change may impact how you use our services but we continue to support other channels that make sharing easier.

Thank you for being a Flow customer!

Sincerely,

Your Flow Team

Why I’m seeing an alert or error message when I tried to send a message?

As of July 1, Flow will disconnect SMS/MMS services, which mean that messages that contain images won’t be able to be sent using our SMS service. You will still be able to continue using our SMS service for regular text messages. Try using messaging apps from the app store to share with friends and family.

If you are an iOS user:

  • iMessage: continue using your iMessage service to send multimedia files or text messages, as long as it is available. If you have set the option “Send as SMS” in case iMessage is not available, that message will be only sent if it does not contain any multimedia file. If there are more than 160 characters in your message, please be advised that messages will be concatenated and you will be charged based on the number of concatenated messages sent.
    • SMS: text messages without multimedia files will be sent as a SMS. Messages with more than 160 characters, will be sent as concatenated messages.
    • MMS: in the past, when iMessage was not available or you were sending a multimedia file, the message was sent as a MMS. MMS is no longer supported in the Flow network. 
    • Group Messages: in the past, when you created a group message and not all of your recipients had iMessage or your iMessage was not available, the message was sent as a MMS. Please be advised that if iMessage is unavailable, you will be charged based on the number of recipients included in your message, also messages to recipients that do not have iMessage will be charged. Each recipient will receive the SMS and the sender will be charged for the total SMS sent.
  • What are ‘Concatenated SMS’? When you send an SMS message over 160 characters, the message will be split into multiple SMS. Large messages are segmented into 153 character segments and sent individually then rebuilt by the recipient’s device. For example, a 161-character message will be sent as two messages, one with 153 characters and the second with 8 characters.

iOS Messages setting screen

wap
wap

Why I cannot access WAP service anymore?

As of July 1, Flow disconnected our WAP services or WAP browsing. Please use a web browser for your internet needs.

Message from Ravi Maywahlall

Interim Country Manager

Dear Valued Customers and Partners,

The COVID-19 global pandemic continues to make us keenly aware of our responsibility to keep Anguilla connected despite constantly evolving working norms and the increasing need for our schools to implement remote learning solutions.

Our Local Crisis Management Team with the support of our parent company, are focused on and committed to doing everything in our power to keep you online during this unprecedented period.

We encourage you to continue to follow the guidelines from the Ministry of Health and take the necessary steps to protect yourself and loved ones. We must continue to do all we can to minimize the spread of the virus.

STORE OPERATIONS

The safety of our employees, their families, our customers, and the communities where we operate is our primary concern. We also want to assure you that we continue to rigorously follow the recommended safety protocols of the MoH to safeguard your well-being. This includes:

  • Increased frequency of cleaning across all company facilities & daily sanitizing of our retail stores
  • Placement of hand sanitizers at all entry and contact points in our stores
  • Floor markers to assist customers to practice the 6ft social distancing rule

We encourage you to use our easy and convenient online channels, where possible:

  • My Flow app & Top Up Flow app. Both apps can be downloaded from the Google Play store or Apple store for personal account management, top up and plan purchases, & bill payment
  • Customer Experience Center. Dial 1 800 804 2994 from your Flow mobile to report a current or outstanding fault and our CX team will respond in 24-48hrs
  • Fast Pay – www.discoverflow.co/fastpay2.0
  • Should you still need to visit our retail stores, we remain available to serve you. Our stores are currently open Monday to Friday from 8:030am to 5:00pm, Saturday from 9:00am to 1:00pm. We will be happy to assist you.

    NETWORK UPDATE

    We remain committed to delivering the best home internet experience and continue to build a strong and expansive fiber network so that you can remain connected to what matters most and enjoy broadband speeds ranging from 10Mbps up to 50Mbps.

    This will enable our customers to have the broadband speeds they need to meet their digital needs and to do it in less time. Teleconferencing, streaming, gaming, downloading, and uploading will all be faster with less buffering.

    This is a defining time for our country.

    Let’s be kind and support each other, especially the less fortunate and more vulnerable among us. Remember, we are a resilient nation and we will get through this together.

    We will continue to monitor information from the World Health Organization (WHO) and the Ministry of Health and keep you updated. Keep safe!

    On behalf of our entire team, I would like to say thank you for choosing Flow as your telecommunications provider.

Dear Customer:

 

We thank you for trusting us with your connectivity needs.

 

We have worked hard to run an efficient business and keep our costs down while investing millions of dollars in our network to improve speed and reliability, and adding more value with innovative products and services such as:

  • Upgraded our network for a better overall experience by:
    • Increasing upload and download speeds at no additional cost.
    • Launched 100% fibre throughout the island.
  • Introduced symmetrical speeds, giving customers more value and increased speeds to upload.
  • Provided additional value with our mobile and internet bundles, with double data on mobile.

We are therefore pleased to introduce our new Fibre-to-the-Home suite of broadband plans and bundles powered by Flow’s 100% fiber connection throughout the Island, with faster, symmetrical upload and download speeds.

Customers on the existing broadband and bundle plans will be required to migrate to the new Fibre-to-the-Home suite of broadband plans and bundles, which offer more speed and reliability at an affordable price, by February 1, 2024. The current broadband plans and bundles, which are supported on the old copper network will no longer be offered as we shut down the copper network.

Increased Data for Mobile Plans

Additionally, effective February 1, 2024, there will be data increases for all of our mobile plans. There will be no change in prices. We also advise that there will be an automatic transfer of our postpaid mobile customers to our newer postpaid mobile plans, with effect from February 1, 2024, as our current plans will no longer be available.

We are always here to help. If you have any questions or need assistance, please call us at 1 800 804 2994 or visit our website for more details – www.discoverflow.co.

 

Sincerely,

Team Flow Anguilla

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