Get the best out of your broadband speeds with our Flow tips
The Right Internet Plan for Your Family
Flow offers different plans that give you different download speeds to fit your family’s needs. Be aware of the bandwidth your plan provides according to the number of users.
Choosing the right plan can enhance your experience. The number of users supported by each plan depends on the amount of bandwidth each user is consuming.
Here is a guide to ensure that you are choosing the right plan for your family needs and lifestyle:
| 100/100Mbps | Provides acceptable service for four (4) person doing light browsing, checking emails & watching SD video |
| 200/200 Mbps (Recommended) | Provides acceptable service to households of 5-8 persons for moderate video usage |
| 400/400 Mbps | Provides acceptable service to households of 6-10 persons for moderate video usage |
| 600/600 Mbps | Provides acceptable service to households of 8-12 persons using moderate video usage. Provides acceptable service to households with numerous users streaming HD Video and with 96Mbps, up to 4 users can stream 4K video. |
Please note the above speed recommendations only apply to customers on the latest Fiber to the Home technology. All customers must migrate or upgrade for the best experience.
Troubleshooting 101
Upon installation, each customer is provided with a high-speed internet wireless router that enables you to connect all your smart devices in the home.
If for any reason you are unable to connect to the internet and your modem lights are not synchronized, you may be experiencing a fault.
Here is what you can do to assess the modem and ensure that a fault is logged for further investigation by the Flow Customer Experience Team:
- Observe the status of the lights on your modem. The lights labelled “DSL” and “Internet” should always remain lit on your modem to indicate that the service is active. If the “DSL” light is out this means the phone cable is unplugged or there is an issue with the line altogether. If one or both lights are not lit, you may be experiencing a fault
- Reset the modem. Turn the modem power off and back on again if one of the two lights mentioned before are off and you are unable to browse the internet. If this does not solve the issue, run a ping test, as you may be experiencing a fault;
- Run a ping test. In the search window of your PC or laptop, type the phrase “CMD” and select the “Command Prompt” or “Command Line Interface” application. The application will open to a black screen. On this screen type out “ping 63.130.182.63” and record the results. Report a fault and provide the results of the test to the agent taking your information.
To report a fault, in each of these instances, customers MUST dial 611 from a Flow mobile or landline device.
This is the ONLY way to ensure the fault is properly and immediately logged for further investigation by our Customer Experience team
AVOID USING THESE METHODS TO REPORT A FAULT:
- Speak with a technician
- Post a comment to social media
- Send an SMS to an employee
Once the fault is logged correctly, the customer will be provided with a fault reference number which they can use to track the progress of their fault at the nearest Flow store.
Troubleshooting 201
It is important for customers to understand that there are many reasons why their internet service may be interrupted or intermittent. Here are a few reasons:
- White Smart/RG Modem – all lights on the modem must be GREEN;
- Small Black Smart/RG Modem – all lights on the modem must be GREEN;
- Large Black Smart/RG Modem – POWER light must be GREEN, DSL light must be BLUE and INTERNET light must be GREEN;
If customers are using the white modems and all lights are on but there is still no internet connection or the speed is extremely slow, despite having a plan above 6Mbps, it is recommended that the modem be changed.
Customers can dial 611 to report the fault and their findings, and a technician will be dispatched within 48 hours to replace the modem and discard of the faulty device.
If the only light that is lit on the modem is the power light, despite rebooting the modem several times and performing all the necessary tests, the modem may have experienced a power surge and should be changed.
Customers can deliver the faulty modem to the nearest Flow store and request a replacement after explaining their findings.
Customers are also encouraged to ensure that the power adaptor for the modem is always plugged into a surge protector to avoid a repeat of this incident.