Discoverflow | British Virgin Islands | bvi1653750127| FAQ | faq

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.

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.

Message from Ravindra Maywahlall

Country Manager

Dear Valued Customers and Stakeholders:

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

Our Management Team with the support of our parent company, is 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, as we work together to minimize the spread of the virus.

STORE OPERATIONS

The safety of our employees, their families, our customers, and the communities where we operate remains our primary concern. We assure you that we continue to rigorously follow the recommended safety protocols of the Ministry of Health 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
  • Installation of our external bill payment kiosk at our Romasco Store for bill payment and top up

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
  • Flow Fast Pay on our website.
  • Customer Experience Center. Dial 494-4444 or 1800-804-2994 from your Flow mobile to report a current or outstanding fault .
  • WhatsApp Virtual Store.Our virtual store is open to serve you for personalized services such as account and service queries or reporting a fault. Simply WhatsApp Message 544-4444 on Tortola or 544-0189 on Virgin Gorda, with your account number and details of the issue, and our service agents will assist you.

Should you still need to visit our retail stores, we remain available to serve you. Our stores are currently open Monday to Friday from 8:30am to 5pm, and on Saturday from 9am to 2pm. 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 100Mbps up to 1Gbps.

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

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

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

Our customer care representatives (Contact Centre) are always willing to assist or visit any retail store. Please feel free to contact us by dialing 100 from a FLOW mobile or landline phone or [Phone Number]

Flow is seeking to bring even more entertainment value to its customers. We will ensure the market is fully aware of any changes or special offers. We will certainly keep customers informed of changes.

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.

We value our relationship with you and will continue to negotiate with the various content providers in order to broadcast your favourite content. We are also in the process of sourcing other content that you will enjoy.

No. We will however, continue to source great content that will be of interest to 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.

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.

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

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

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.

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