Discoverflow | Antigua | FAQ | notifications

Message from Joe Mathieson

Country Manager

Dear Valued Customers and Partners,

Flow remains committed to supporting the nation in its efforts to battle the spread of the novel coronavirus (COVID-19). The safety of our employees, their families, our customers, and the communities where we operate is our primary concern. We have adopted new in-store procedures which ensure that we comply with social distancing protocols and other guidelines issued by the Ministry of Health and Environment and the World Health Organization (WHO).

Our stores have been reconfigured to provide more personal space between customers and we have imposed a maximum limit of 10 customers in our stores at any given time. In addition, we now require all staff and customers to wear masks, and to sanitize their hands as they enter and leave our stores.

In an effort to minimize traffic in our stores, we have introduced two great initiatives.

  1. Our new and convenient mobile store now comes to you. Customers can now conveniently obtain every service offered in our physical stores via our Flow Mobile Store. Please check for the dates and times that our mobile store may be in a community near you.
  2. Additionally, we opened the Flow Virtual Store which offers all our traditional in-store customer service offerings over the phone or online. You can contact our team to answer any queries you may have, by sending an e-mail to:flowanucustomerservice@gmail.com or send a WhatsApp message the numbers below:

    1-268-782-FLOW (3569) - for assistance with your mobile and broadband services

    1-268-789-FLOW (3569) - for assistance with your TV service

We also encourage you to use our easy and convenient online channels where possible. These include:

With our schools now closed for an extended period, Flow has also launched the Flow Study initiative with the Ministry of Education. This timely and unique service offers a free online educational platform with great Caribbean content for our students to continue their studies at home.

Whether it’s to further safeguard your health, or to support our young people, these novel initiatives have all been introduced to assist you as we adjust to the new norms of conducting business. Flow remains committed to supporting the communities that we serve as we navigate through this crisis to a safer and better world.

Despite the recent relaxation of some of the government mandated restrictions please continue to be guided by the updates from the Ministry of Health and Environment.

This is truly 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.

Keep safe!

Dear Customer,

As of July 1st, 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 1st, 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

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wap

Why I cannot access WAP service anymore?

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

To Our Valued Customers and Business Partners,

We are facing an unprecedented situation with the Coronavirus; developments are rapidly occurring, and decisions are being made in real-time that affect our colleagues, our families and our communities.

One thing that remains consistent and is critical in these challenging moments is the ability for you to communicate with one another, connect with your loved ones, and conduct your business as best as possible. We understand that the products and services we deliver to you are essential. We know you are relying on us to stay connected.

Flow’s leadership team is meeting continuously to assess and appropriately respond to the crisis as it evolves, to adjust our operations to maintain continuity, and to support the safety and health of those impacted. We are operating in accordance with guidance from the Ministry of Health, Wellness and the Environment and the World Health Organization.

We have put in place many virus-mitigating actions to ensure the health and safety of our customers and employees as well as steps being taken to keep you connected:

Health and Safety:

  • We have increased the frequency of cleaning high touch areas in our offices and stores.
  • We have trained our employees and external teams on best practices, and given them tools to help keep them and you safe in the event we need to visit your homes for installations and service checks.

Customer Service & Retail Stores:

  • Our Retail Stores will remain open, but please check opening hours as they may change for safety reasons. Store hours are available at: https://discoverflow.co/antigua/find-a-store
  • We encourage you to use our kiosks to pay your bills to avoid long wait lines in store.
  • Please call our 24-hour Customer Call Service Team 1-800-804-2994 for assistance.
  • We ask that you download our MyFlow App in Google Play and Apple Store to; top up your prepaid plans, check your account status, pay your bills and access other relevant information.

Keeping Our Network Up:

We anticipate unprecedented connectivity demand ahead, consequently our network may be stretched to unpredictable levels. We are doing all that is possible to keep you connected, but you may experience some slow down periodically.

  • We have activated our emergency plan and our technical team will be working around the clock to fix any service interruption issues.
  • Hospitals, first respondent services, pharmacies, government institutions, banks, supermarkets, gas stations, our loyal customers and businesses will be prioritized.

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

For more information visit www.discoverflow.co. We are by your side, keeping you connected.

Given the current developments with the novel Coronavirus (COVID-19) and guidance by the Ministry of Health, Wellness and the Environment, and the World Health Organization (WHO), we have implemented some changes to our retail store operations.

The changes which are aimed at safeguarding you, our valued customers and our team members Take immediate effect as follows:

  • All customer interactions will now be handled in a tent outside the Market Street (Judgement Square) and Woods Mall locations. This is to diminish the risk of direct person to person transmission in the confined internal store areas.
  • Customers are asked to place their orders at the tents. There are committed lines for each type of transaction. A dedicated team member will relay the request to staff members inside the stores for processing where necessary.
  • To ensure that we maintain the recommended social distancing practices we have clear demarcations for each que.
  • There is an increased security presence at the stores and tents; and additional customer care agents have been brought on board to help us provide you with the best possible service.
  • We respectfully ask you to utilize our alternative easy and convenient transaction options. If you have symptoms of the Coronavirus (coughing, sneezing, or difficulty breathing), please note that you will not be permitted to interact with our customer care agents.

We encourage and remind you of our easy and convenient transaction options for use where possible:

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Sign up at flowid.co

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Download the MyFlow App in Play store or App store

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Customer Care Dial 100 or 1-800-804-2994

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Visit us at discoverflow.co

Thank you for your understanding and cooperation.

We urge you to take all necessary steps to safeguard yourself and loved ones and to prevent the spread of the virus. If you suspect that you have had exposure to COVID-19 and are displaying symptoms, please self-isolate immediately and contact the COVID-19 hotline toll free at 462-6843 (46COVID)

Dear Valued Customer,

We are in the process of finalizing our programming line-up for 2019 and want to highlight some of the key changes being made to some of our TV packages across the Caribbean.

We are pleased to announce that as of December 1st 2018, you will have access to 2 new channels, Discovery World HD & Discovery Theatre HD bringing a mix of new and exciting content such as history, culture, real-life stories, mystery, investigation, travel and factual series and documentaries. These two channels will be available in our TV Max package, if you are a TV Essentials or TV Plus customer, you will enjoy a 3-month free preview from December 1st 2018 - February 28th 2019 so that you can take advantage of the new and exciting programming at no extra cost. Customers without a FLOW EVO package will not have access to these two channels.

In the coming weeks, we'll also be removing some channels from all of our TV packages across the Caribbean. As of December 31st 2018, we will remove the following channels: Big Ten Network, FOX Deportes, FOX Sports Racing, National Geographic, National Geographic Wild and BBC America.

We understand that this change impacts your viewing habits however we hope you will continue to discover all Flow has to offer for your Sports and Entertainment needs, including some of our signature content such as:

 

Flow Sports
UEFA Champions League and Europa League, T10 Cricket, The Big Bash league, T20 Cricket & IPL (Indian League)

 

ESPN Caribbean:
College Football & Basketball, NBA, NFL

 

As always, we're working hard every day to bring the best in entertainment to every part of your life.
Thank you for being a valued Flow customer!

 

Sincerely,

Your Flow Team

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