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Message from Stephen Price

Country Manager

Dear Valued Customers and Partners,

As we join the rest of the nation, and indeed the world, in learning more about the novel coronavirus (COVID-19), we continue to monitor the developments while being guided by the Ministry of Health and Wellness (MOHW) 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 Jamaica 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 MOHW, 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
  • Placement of hand sanitizers at all entry and contact points in our stores including our kiosks, cashier counters and customer service points
  • Daily sanitizing of our retail stores

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

If you still need to visit our retail stores, we remain available to serve you. Please feel free to call us at 100 from your Flow mobile or fixed phone or call 1-800-804-2994 if you have any queries. We will be happy to assist you.

We encourage you to be guided by the updates from the Ministry of Health and Wellness 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 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 Wellness 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 & Wellness for further instructions.

COVID-19 Contact Information:

888-ONE-LOVE (663-5683)
888-754-7792
876-542-5998
876-542-6007
876-542- 6006
876-542-5998
covid19@moh.gov.jm
Jacovid19facts@gmail.com

Dear Customer,

As of July 11th, 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 do I receive an error message every time I try to send an image through SMS?

    As of July 11th, 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.

  • Why I cannot access WAP service anymore?

    As of July 11th, Flow disconnected our WAP services or WAP browsing. Please use a web browser for your internet needs.

Message to Business Customers

Dear Valued Customer,

We are closely monitoring the evolving situation surrounding the Coronavirus disease (COVID-19) and are following guidance from the Ministry of Health and Wellness (MOHW) and the World Health Organization (WHO).

The safety of our employees, our customers, and the communities in which we operate is our primary concern. These are unprecedented times and our collective effort to manage the spread of the virus is key to safeguarding our health and that of our loved ones.

Due to the spread of the virus internationally, several proactive measures have been implemented by our parent company, Liberty Latin America, across all markets in the Caribbean and Latin America. These include:

  • Suspended business-related travel
  • Placement of hand sanitizers and additional cleaning supplies in all offices and stores
  • Increased frequency of cleaning across all company facilities
  • Provision of ongoing educational information to employees regarding the virus and how to prevent infection
  • Working with local governments to issue PSAs to local communities
  • Activation of our Regional and Local Crisis Management Teams and Business continuity processes to continue monitoring and to make appropriate decisions

We are committed to doing everything in our power to keep you connected. We urge you to keep informed by following the updates from the MOHW and WHO. We will also be sharing periodic updates with you as we work together and support each other during this period.

Our team stands ready to support you with the implementation of your business continuity plans during this period, specifically through the provision of the following services:

  • Remote digital access
  • Secure remote access to business assets and online services
    • Managed Direct Internet Access (DIA) for Virtual Private Network (VPN)
    • Firewall Upgrades to accommodate additional users (*Subject to Availability)
    • Remote Worker Licenses
  • Conferencing services
  • Disaster Recovery as a Service
  • Unified Communications, specifically call forwarding options

Please contact your Account Manager or call 888-888-8888.

FLOW’S LOCAL CRISIS MANAGEMENT TEAM RAMPS UP

Company Moves to Safeguard Employees and Customers

Flow Jamaica is closely monitoring the evolving situation surrounding the Coronavirus disease (COVID-19) and is following guidance from the Ministry of Health and Wellness (MOHW) and the World Health Organization.

The safety of Flow employees, their families, its customers, and the communities where it operates is the telecommunications company’s primary concern.

Due to the spread of the virus internationally, several proactive measures have been implemented by Flow’s parent company, Liberty Latin America, across all of its markets in the Caribbean and Latin America. These include:

  • Suspended business-related travel
  • Placed hand sanitizers and additional cleaning supplies in all offices and stores
  • Increased the frequency of cleaning across all company facilities
  • Provision of ongoing educational information to employees regarding the virus and how to prevent infection
  • Worked with local governments to issue PSAs to local communities
  • Activated its Regional and Local Crisis Management Teams and Business Continuity processes to continue monitoring and to make appropriate decisions

Following the confirmation of the first case of the novel coronavirus/ COVID-19 in Jamaica, the MOHW advised us that one of our technicians may have been exposed to “patient zero”. The technician has since been quarantined for monitoring and testing by the MOHW. As a precautionary measure, we have also asked four additional team members, who were in contact with the technician, to work from home for a similar self-isolation period. We are also engaged in ongoing dialogue with Ministry officials.

Flow Jamaica will continue to keep its employees and customers informed on this matter as more information becomes available. The company has also committed to doing everything in its power to ensure uninterrupted service to its clients during this unprecedented period to minimize any possible impact.

Flow Takes Additional Steps to Serve and Safeguard Residential and Business Customers

Company Tests “Work from Home” for over 600 employees

Kingston, Jamaica – March 18, 2020 - Flow Jamaica today announced several additional measures that the company has put in place for its retail and technical operations to further protect its team and its customers.

The new procedures follow Flow’s statement last week where it indicated that its Local Crisis Management Team had been activated and was ramping up its COVID-19 preparedness and response. The company had also shared at the time that one of its technicians was quarantined while four others were in self-isolation. To date, no one has displayed symptoms of the flu or COVID-19, but all are still under the company’s policy of a mandatory 14-day isolation period.

“We are taking a number of proactive steps to protect the wellbeing of our employees and their families, our customers, our networks and our business,” shared Stephen Price, Country Manager.

“With the ongoing COVID-19 situation, we all have a collective responsibility to help the public and the authorities to reduce the spread of the virus. This has renewed our drive to continue delivering services in a manner that is sensitive to the needs of our community. It has pushed us to creatively adjust our operations to ensure continuity in any event,” he continued.

Already, Flow has implemented several measures for the protection of its teams and its customers. These include:

Retail

  • Restriction on the number of persons in the store at any given time
  • All locations outfitted with sanitizing stations
  • Flow team members, including Flow’s Mobile and Recharge teams, will be outfitted with the appropriate Personal Protection Equipment (PPE) and will continue to offer services as per usual until further notice.
  • Customers and other visitors who display symptoms of illness will be courteously directed to other methods for accessing bill payment channels and customer services.
  • Flow customers can continue to top-up, check balances and pay their bills online using the My Flow mobile app, the company’s website at www.discoverflow.com, by calling its contact centre at 100 via a Flow phone (mobile and fixed) or 1-800-804-2994 as well as through online banking methods.

As a further precautionary measure, Flow has temporarily suspended customer service operations at its Norman Manley International Airport (NMIA) booth. The kiosk remains open and will be frequently sanitized. Additional measures will also be implemented at locations in and around popular tourist destinations.

Technical

  • Effective immediately, Flow’s technical team will conduct an initial assessment during appointment scheduling.
  • All technical team members will be outfitted with PPE and will conduct further safety assessments prior to residential visits.
  • Alternate arrangements including remote trouble shooting will be conducted to serve customers who may be displaced by the protective measures.

On Monday, March (March 16), Flow also engaged in a one-day work-from-home trial across all its non-customer facing team and office locations. This as the company continues to anticipate and respond to the spread of COVID-19 on the island.

The exercise tested the company’s processes, performance and ability to support the highest level of service for customers, in the event that “work-from-home” and social distancing measures continue for an extended period of time. As Flow continues to deliver what is considered essential services to the public, its retail stores, Contact Centre and technical departments will remain operational with adjustments made as the company continues to monitor the evolving situation. Social distancing measures will be implemented to protect its employees.

In compliance with the seven day “work-from-home” directive for non-essential workers, Flow will also be making the necessary determinations for its team.

The company will continue to follow the guidance from the World Health Organization (WHO), the Ministry of Health and Wellness (MOHW) as well as the pandemic policy and plan of its parent company, Liberty Latin America (LLA).

C&W Business Jamaica

Through its C&W Business brand, the company is now working to support other organisations which may require that their teams work from home and has also ramped up its network monitoring to prepare for the expected additional broadband demand.

“These are unprecedented times and as we have supported Jamaicans through many other uncertainties, we will continue to seek out and provide the best technological solutions to keep our customers connected and productive. This is bigger than any company. This is our commitment to Jamaica, and we will get through this together,” shared Price.

He further urged all Jamaicans to consider their safety first, to adhere to the guidelines and updates provided by the Ministry of Health and Wellness and to utilize the tollfree lines provided by calling 888-ONE-LOVE for any concerns related COVID-19.

Flow will continue to keep its customers and employees informed as more information becomes available.

Flow Retail Store Operating Guidelines

Your safety and health matter to us!

Effective immediately, we are making the following adjustments to our Retail Store operations as we safeguard your well-being and that of our team members.

  • We will limit the number of customers allowed in the store, at intervals, directed by our security guards.
  • We ask that you observe the recommended social distance of at least 3ft. (1metre) when engaging with our customer care representatives.
  • We have provided large dispensers with hand sanitizers at the entry point to the store, at our cashier counter and customer service desks. Please feel free to make use of them.
  • You will observe our customer care agents wearing protective gear (gloves, masks). This is in order to safeguard their health as well as yours.
  • We respectfully ask that you 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 allowed into the store if you are displaying any of these symptoms.

We also remind you of our easy and convenient payment channels as a first option:

  • Online at www.flowid.co
  • Our My Flow app which can be downloaded from the Google Play or Apple stores
  • Our IVR (Interactive Voice Recording) automated system by calling 100 from your Flow mobile or fixed phone or calling 1-800-804-2994.
  • Our website – www.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.

Dear Valued Customer,

Please be advised that effective Monday, April 15, 2019, payment of Flow bills at Paymaster locations will attract a per transaction charge.

Kindly note that you may continue to pay Flow bills without incurring a transaction fee at the Paymaster outlet in the Carlton Retail Store located on Half Way Tree Road.

We also advise that the following convenient options are available to pay your Flow bills free of charge: Flow In-store kiosks, via online banking, the My Flow App, the Flow website at discoverflow.co or dial 100 from your Flow phone or 1-800-804-2994, and select the bill payment option. Thank you for your understanding.

Channel Lineup Changes

Flow wishes to advise our valued customers about the following changes to our Residential and Business TV Service.​

Channel Removal​

​Effective May 31st 2020, EbonyLife TV will be removed from our channel lineup (Legacy TV number 571 and Flow EVO 418). ​

Channel Repackaging​

​Effective June 1st 2020, Lifetime Movie Network (Legacy TV 535 and Flow EVO 506), will be moved to TV Max and higher tiers​​

​For Business customers, Lifetime Movie Network will be moved from C&W SME Basic to C&W SME Extended and higher tier packages.​

​Regrettably, we will no longer be able to air the removed channels on our network. We will, however, continue to identify similar content that we can provide to our subscribers.​​

​For more information on the options available to you, please dial 100 from a FLOW mobile or landline phone or 1 800-804-2994. You may also view our FAQ’s related to this change here.​​

Roadworks continue to affect Flow Services

Read more

Dear Valued Customer,

The permissive dialling period which allows you to dial both 7-digit and 10-digit formats when making local calls has been extended to March 30, 2019.

This means that after that date you will only be able to dial the 10-digit format (which includes the area code 876) to reach local numbers.

We urge you to continue to update your contact lists with the 876 prefix before your 7-digit numbers. If you need additional information, you may visit our retail stores or call our Contact Centre at 100 (from any Flow mobile or fixed line) or 1-800-804-2994.

For more information on ten-digit dialling, please click on the Office of Utilities Regulation link: www.our.org.jm/ourweb/sites/default/files/documents/sector_documents/npa_faq_brochure_8.5x11_final_2018_jan_31.pdf

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