Discoverflow | Barbados | FAQ | notifications

Dear Valued Customers and Partners,

We are facing an unprecedented situation with the spread of the coronavirus (COVID-19). Developments are rapidly occurring and decisions are being made in real-time that affect our colleagues, our families and our wider community.

One thing that remains consistent and is critical in these challenging times is the ability for you to communicate and connect with your loved ones and conduct your business as best as possible.

Flow’s leadership team is meeting continuously to assess and appropriately respond to the situation and we are operating in accordance with guidance from local government and public health authorities.

In addition, we also have extensive online collaboration capabilities and we are working tirelessly to help everyone stay safe while at the same time continuing to serve you.

Please see below measures we are taking to help you stay connected and some more information on how you can contact us. This information is also available on our website.

Health and Safety:

At Flow, the health and safety of our customers and employees is paramount and we are proud to have the highest safety standards in the industry. We have now taken additional actions:

  • Increased store and office cleaning to three times per day.
  • Frequently cleaning doors, counters and other high frequency touchpoints.
  • Provided training and tools to our employees and external teams to keep them and you safe in the event we need to install or conduct service checks inside your home.
  • And we are following all local and World Health Organisation guidelines as they evolve.

Customer Service & Retail Stores:

We have many remote service solutions that will allow you to avoid crowded areas and our Customer Support Team is available 24/7 so you can:

  • Activate new products and services
  • Check your account status
  • Pay your bill
  • Report service disruptions
  • Top-Up prepaid plans

Please visit www.discoverflow.co/barbados/ or give us a call toll free at 1-800-804-2994.

Retail Stores:

At this time our stores are fully functional and will remain open, however, please check opening hours before visiting as they may change at short notice.

Maintaining the Network:

We have the strongest, fastest and most reliable networks in Barbados and we are increasing the capacity and speed in order to accommodate the anticipated increase in demand.

We have also activated our emergency plan and our technical teams will be working around the clock to keep you, your loved ones and your businesses connected.

We are by your side.

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

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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.

No; customers with bundles will not experience any price changes as a result of this activity. The price change will only affect customers who have standalone Home Phone, i.e. Home Phone which is not a part of a bundle. For more information on our current suite of value-added bundles, please visit our website at bundles.discoverflow.co/Barbados, call our Customer Care Centre at 1-800-804-2994 or visit any of our conveniently located retail stores.

Customers will experience an increase ranging from $2.64 - $3.48 per month for customers presently subscribing to its suite of fixed voice services. The table below details the price change per plan:

Tariff DescriptionCURRENT PRICENEW PRICE
Home Phone Basic$43.99$46.63
Home Phone Essential$65.00$68.00
Home Phone Plus$70.00$73.00
Home Phone Max$100.00$103.00
Smart Choice Plan A$66.20$69.00
Smart Choice Plan B$77.95$81.00
Smart Choice Plan C$88.52$92.00
Basic Residential Fixed Line$43.99$46.63
OneVoice Basic$30.00$32.64
OneVoice Plus$70.00$73.00
OneVoice Optimum$100.00$103.00

As we strive to provide you with the very best value and service experience, a price adjustment is necessary at this time to support the rising costs associated with maintaining a world-class Home Phone service.

Customers with Triple Play are already enjoying the benefits of having a contract! For more information on our current suite of value-added bundles, please visit our website at bundles.discoverflow.co/Barbados, call our Customer Care Centre at 1-800-804-2994 or visit any of our conveniently located retail stores.

Customers who wish to withdraw their service and do not have a contract can do so at any time without incurring a penalty. 

If you give us 3 months’ (90 days) notice, we’ll waive the early termination fee of $150! However, if you are considering withdrawing your broadband service because of service issues, financial challenges, or any other reason, please give us a call at 1-800-804-2994 or visit any Flow retail store so we can help find the best solution.

Flow’s broadband contract allows customers to get an automatic discount on their broadband service once they sign up for a 1-year or longer contract. For instance, customers who sign-up for a 1-year contract can save up to $120 per year on their broadband service! *This “contract” is paired to the Residential Terms and Conditions that govern the Service Agreement between Flow and the Customer. 

No; customers with bundles will not experience any price changes as a result of this activity. The price change will only affect customers who have standalone broadband, i.e. broadband which is not a part of a bundle. 

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