Discoverflow | British Virgin Islands | | notifications

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.

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. We have taken now 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 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.
  • And we are following all health advisories from the Ministry of Health and Social Development, Government of the Virgin Islands, and World Health Organization guidelines as they evolve.

Customer Service & Stores:

We have many remote services solutions ready for you allowing you to work from home and avoid crowded areas.

Our customer call service team is there for you to help and we will be there for you 24/7 so you can:

Our stores will remain open, but we will keep you updated on our operating hours as they may change for safety reasons.

If you do need to visit one of our stores, please follow the Ministry of Health and Social Development 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 as we will be only be accepting check payments in the cashiers for your own safety.

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 Territory and we are rolling our best in class fixed network technology across the British Virgin Islands. 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.

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

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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 Ravindra Maywahlall

Country Manager

Dear Valued Customers and Partners,

As we join the rest of the Territory, and indeed the world, in learning more about the novel coronavirus (COVID-19), we continue to monitor the developments while being guided by the Health Emergency Operations Centre (HEOC), Government of the Virgin Islands and the World Health Organization (WHO).

The safety of our employees, their families, our customers, and the communities where we operate is our primary concern. Given the nature of COVID-19 and the urgent need to reduce the spread of the virus, we are very mindful of our responsibility to keep the British Virgin Islands connected as working norms change and schools close.

We have already activated our Local Crisis Management Team and, 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 also want to assure you that several measures, as recommended by the HEOC, Government of the Virgin Islands, are being taken to safeguard your well-being. Among these are:

  • Increased frequency of cleaning across all company facilities and additional cleaning supplies placed in all offices and stores.
  • Increased frequency of cleaning of doors, counters and other high frequency touch areas.
  • 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 are following all health advisories from the Health Emergency Operations Centre, Government of the Virgin Islands and World Health Organization guidelines as they evolve.

We encourage you to use our easy and convenient online channels, where possible, and we have many remote services solutions ready, allowing you to work from home and avoid crowded areas:

Our customer call service team is there for you to help and we will be there for you 24/7 so you can:

  • Activate or top up your prepaid plans at TopUpFlow.com with any credit/debit card.
  • Order new products and services you may need at this time online at https://discoverflow.co/british-virgin-islands/ and a local Agent will contact you.
  • Use our My Flow app which can be downloaded from the Google Play store or Apple store.
  • Set up a Flow ID online at www.flowid.co and check your account status online using our MyFlow App
  • Pay your bills using the MyFlow App, or through your Scotiabank and First Caribbean Bank direct account payment options.
  • Use our IVR (Interactive Voice Recording) Automated System by calling 494-4444 from your Flow mobile or fixed phone and by calling 1-800-804-2994.
  • Access services with our Virtual Retail Store via Whatsapp at 544-4444 on Tortola or 544-0189 on Virgin Gorda
  • Visit our website - www.discoverflow.co

We encourage you to be guided by the updates from the Government of the Virgin Islands and take all the necessary steps to protect yourself and loved ones. Remember, proper personal hygiene is key to protecting ourselves and we must do all we can to prevent the spread of the virus.

This is a defining time for all of us and for the BVI. Let’s show kindness, compassion and BVILove for each other, especially the less fortunate and more vulnerable among us. Remember, we are a resilient people and we will get through this together.

Flow will continue to monitor information from the World Health Organization (WHO) and the Government of the Virgin Islands and keep you updated. Keep safe!

If you suspect that you have had exposure to COVID-19 and are displaying symptoms, please self-isolate immediately and contact the Ministry of Health & Social Development for further instructions. COVID-19 Contact Information: BVI Medical Hotline 284.852.7560 | COVID-19 Hotline 284.468.2274 | Visit: bvi.gov.vg/covid-19| COVID-19 Food Supplies Hotline 284.852.7688

Flow is advising our Valued Customers of our June Free-view offerings.

Effective June 1 – June 30, 2020 there will be a free view of four (4) A&E channels to all Flow TV Residential and Business customers. These channels are as follows:

  • Lifetime Movie Network (LMN) – Channel 221
    LMN is a top entertainment destination for women that features a diverse mix of original movies and themed programming inspired by sister network Lifetime®'s iconic movie heritage.
  • Lifetime Real Women (LRW) - Channel 313
    LRW-As part of the Lifetime suite of channels, the network has a mixture of comedies, dramas, how-to and reality programming featuring women or with women in lead roles.
  • FYI – Channel 314
    FYI, inspires the ‘enthusiast’ in us all by highlighting those who live life to the fullest and pursue their passions and interests. Bringing together in one place a range of enthusiast lifestyle genres – from cars to all things home, the great outdoors to the amazing stories behind collectibles and much more.
  • Vice TV – Channel 310
    VICETV produces hundreds of hours of original content for over 160 million homes worldwide. Built around a mission to courageously explore the things that make us uncomfortable, drive curiosity, and awaken our sense of wonder, VICE TV showcases the best in informative and entertaining original series, documentaries and movies aimed at millennials.

Dear Valued Customer,

As 2018 draws to an end, we wanted to take the opportunity to highlight some of the enhancements made to our TV service and give you a sneak peek of what’s yet to come:

  1. We launched our new FLOW EVO service to bring you a simple & user-friendly interface along with our refreshed Flow on Demand menu making it easier for you to find the shows and movies you want when you want.
  2. We introduced a new Replay TV feature that allows you to catchup on TV shows which were shown within the last 24 hours on select channels.
  3. We added more channels to our Flow ToGo product, which now has over 100 live channels for you to stream on your Smartphone, Tablet or PC – Download the app for FREE to start watching channels such as Nickelodeon, BET, Cartoon Network, Discovery Kids, Flow Sports 1&2, GSN & HGTV

We are also adding 2 new channels to our FLOW EVO lineup. As of December 1, 2018 you will have access to Discovery World HD & Discovery Theatre HD providing a programming mix of history, culture, real-life stories, mystery, investigation, travel and factual series and documentaries. These two channels will be available in our TV Max package or higher however, if you are a TV Essentials or TV Plus customer, you will enjoy a 3-month free preview from December 1, 2018 – February 28, 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 be removing some channels from all of our TV packages across the Caribbean. As of December 31, 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 premier 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

Restrictions apply. Not all features are available in all areas. Visit www.discoverflow.co for more information.

C&W has a wide portfolio of commercial interests, we continue to evaluate our product offers and take strategic decisions that we feel are in the best interest of our customers and the company.

The E! Entertainment LA channel will be removed from our TV line up.

The channel will be removed by 11:59 pm on October 31, 2019

No, you will not see a reduction in your bill. Your cable charges are not calculated on a per channel basis, but rather with due consideration for the programming costs. As such, we have put together the best packages which will be affordable for our customers.

Customers will receive an email communication on the channel change. Additionally, a channel slide will be placed on the channel being removed to advise customers that the channel is no longer available on our network.