Discoverflow | Turks and Caicos | tci1315773769| FAQ | faq

Dear Valued Customer:

We are excited to be able to fulfill our promise of a better broadband and mobile experience for our customers in Grand Turk.

We know that the ongoing upgrades have at times interrupted or degraded our service levels and we thank customers for their continued patience and loyalty to our brand.

To this end we wish to direct customers in Grand Turk to use our Virtual Retail Store as a safe and secure option for:

  • Service inquires
  • Fault reporting
  • Contacting our Virtual Stores is easy; email us directly at the store addresses provided or add our WhatsApp number to your contacts.
  • A dedicated sales representative will be ready to assist you during store hours from 8:30am to 4:00pm, Mon-Fri.
  • StoreWhatsApp NumberEmail
    Grand Turk649-242-3569Demeika.Quant@cwc.com

    Making a fault report ensures that your service request is received and resolved in a timely manner by our Customer Experience department.

    AVOID USING THESE METHODS TO REPORT A FAULT:

    • Speaking with a technician
    • Posting a comment to social media
    • Sending an SMS to an employee

    We will make every effort to reply to all requests in a timely manner.

    Sincerely,

    Demeika Quant-Hamilton

    Head of Retail Sales

Repays: If a FLOW prepaid subscriber surpassed the 30-day-period to repay, but pays back before reaching an inactive state, his debt will be considered repaid. Partially repays: if the FLOW Prepaid subscriber makes a partial repayment over the course of the next 30 days after their loan was issued, their outstanding balance will remain and will be deducted from any further recharge. Does not repay: if a FLOW prepaid subscriber does not repay within the 30-day period, and is then inactive, he will be disconnected, and his outstanding balance will be treated as bad debt.

The FLOW prepaid subscriber will be prompted to pay back all loans within 15 days to receive points, but ultimately, he will have 30 days to repay the loan.

In the event a recharge is performed by a prepaid subscriber and is subject to a given promotion, the promotional balance derived from it will not be able to be used to repay an outstanding loan.

A FLOW prepaid subscriber may pay back a loan through a recharge purchased through voucher, direct top up, online top up, international top up or credit transfer. The recharge value will be applied towards the loan value. Promotional balance wont be used to repay a loan.

A FLOW prepaid subscriber may take as many loans as they would like, as long as any prior loan has been paid in full. If there are unpaid balances, the prepaid subscriber will not be able to take on another loan.

No, FLOW postpaid subscribers are unable to request a loan.

No, non-FLOW prepaid customers are unable to request a loan.

Yes, a FLOW prepaid subscriber receives a FLOW Lend request while roaming and apply for a loan.

Yes, all FLOW prepaid subscribers can request a loan through the USSD menu by dialing *536# or using Flow App. Only when there is an outstanding loan subscriber can't request a new loan.

FLOW Lend is a service that allows Flow prepaid subscribers to access credit advance (loan) for their account. Flow Lend loans can be used for voice calls, data/Internet and sending SMS.

Message from Joanne Missick

Country Manager

Message from Joanne Missick Country Manager

Dear Valued Customers and Partners,

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

Our Local Crisis Management Team 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 encourage you to continue to follow the guidelines from the Ministry of Health and take the necessary steps to protect yourself and loved ones. We must continue to do all we can to minimize the spread of the virus.

STORE OPERATIONS

The safety of our employees, their families, our customers, and the communities where we operate is our primary concern. We also want to assure you that we continue to rigorously follow the recommended safety protocols of the MoH 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
  • Deployment of bill payment kiosk at Graceway IGA supermarket 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
  • Customer Experience Center. Dial 611 from your Flow mobile to report a current or outstanding fault and our CX team will respond in 24-48hrs
  • Grand Turk WhatsApp Virtual Store. Our virtual store is open to serve you for personalized services such as account and service queries and fault reporting for Grand Turk customers.

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 4pm. 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 15Mbps up to 200Mbps.

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


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 keep you updated. Keep safe!

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

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