Discoverflow | Montserrat | FAQ | Page 3 | all

You can talk to our Customer Service team using the Online chat tool or by using the "Contact Us" pages. Alternatively you can email us at customerservice@lime.com and we will try to resolve your fault for you as quickly as we can.

If you have an incoming call while you are on the line, the Call Waiting feature will alert you. You may then put the first call on hold, while you answer your second call. It will greatly reduce missed calls due to a busy phone.

Instructions:

• When a second call is received, you will hear a beep on the line.
• To speak to the second caller, simply press the flash button for approximately on second. The second call will then come on the line.
• When you have finished speaking to the second caller, simply press the flash button and you will be reconnected to the first caller.
• You can alternate between calls by pressing the flash button each time.

You can report a fault to our Customer Service team using the online Chat tool or by using the "Contact Us" pages. Alternatively you can email us and we will try to resolve your fault for you as quickly as we can.

To ensure that the fault is not internal, you should test the telephone-related devices on the inside of your premises. Devices connected to your telephone line - fax machines, computer modems, satellite TV systems, broadband or ADSL connections, home security systems, and other devices - are often the cause of a telephone service outage. Follow these simple steps to test the telephone-related devices inside your residence:

1. Unplug all telephone-related devices from the telephone jacks, starting with the equipment that is also plugged into the electrical outlets. After all devices have been disconnected, wait one minute and then proceed to Step 2.
2. Plug a working telephone instrument (ideally one that is not cordless or does not require connection to an electrical outlet) into a telephone jack, and test for dial tone. If you hear dial tone, unplug the telephone instrument and repeat the same process until you have tested each telephone jack. If you have more than one telephone, continue this process until you have successfully tested each instrument.
3. Reconnect each telephone-related device - if you do not hear dial tone on a device, or if there is static, the problem is most likely associated with that particular telephone, jack, or telephone-related equipment. Disconnect and repair or replace the problem device.

If there is no dial tone, report the issue by chatting online with an agent or using the "Contact Us" pages of this site.

There are three different prices depending on when you call.

You will need to have your own portal account, the customer's 7 digit service number, the amount you want to pay, and a valid VISA or MasterCard credit card. You also need to ensure that you have at least 1 postpaid/billed FLOW account linked to your portal account. If you don't have at least one postpaid FLOW account linked to your portal profile you won't see the Quick Pay option.

The payment will appear on the customer's bill almost immediately. You will receive a confirmation email which will show the details of the transaction. You will need to contact the customer whose bill you are paying and have them verify that the payment has been applied to their account.

We have added a feature which will allow you to download your bill in another format. Previously you could only download your bill as a PDF document. Now as a way to offer you more flexibility and control we have added the feature to download your call details as an Microsoft Excel document. Use the following steps:

• Go to www.discoverflow.co
• Click My Account
• Log in with your portal username and password
• Select the account you wish to view. You will see a list of the current and previous bills for that account
• Click on Download button next to the bill on the right
• You will be taken to the Download Options screen

You can make payments to up to 5 accounts with a single transaction per country with the Quick Pay method.   There is no limit to the amount you can pay using the Quick Pay method.

Quick Pay is a new feature on the MyFLOW Customer Portal that will allow you to pay a bill for another account which is not linked to your portal account. It's good if you need to make a quick payment for a friend or family member who is either out of the country or otherwise unable to do it themselves.