Discoverflow | Turks and Caicos |

Dear Valued Customers and Partners,

At Flow, we know that our clients have many questions about Coronavirus (COVID-19). Today we are writing to assure you that we are doing everything we can to keep you connected and informed.

Our customers, businesses and employees are our number one priority, and we are here so you can stay connected while staying close to the most important thing, your family.

Health and safety:

At Flow, we have always taken the health and safety of our customers and employees very seriously and we have the highest safety standards in the industry, often going beyond government and health guidelines. To cope with the Coronavirus (COVID-19), we are taking additional actions:

  • We have increased our store and office cleaning to several times a day
  • We are frequently cleaning doors, counters and other high frequency touch areas
  • We have added cleaning sheets and sanitizers stations in the stores and our offices
  • We have given training and tools to our employees and external teams to keep them and you safe in case they need to install or do service checks inside your homes
  • We have zero rated outbound calls to Ministry of Health Emergency Lines from all Flow Fixed line, PBX extensions, Postpaid and Prepaid numbers to 1-649-333-0911, 1-649-232-9444 and 1-649-244-WASH
  • And we are following all Ministry of Health and World Health Organization guidelines as they evolve.

Customer Service & Stores:

To ensure the safety of our employees and customers, we strongly encourage all customers to use our remote services solutions from the comfort of your home or work and avoid crowded areas.

We are reinforcing our customer service team going forward so that you can:

  • Top up or add prepaid plans with our MyFlow App
  • Check your account status
  • Pay Your Bills
  • Inform us of any service disruptions

And, much more information and services at your fingertips.

Our stores will remain open for as long as possible, but please check opening hours as they may change for safety reasons. Store Hours are available at: https://discoverflow.co/turks-and-caicos/find-a-store.

If you do need to visit one of our stores, please follow Ministry of Health and WHO guidelines to protect the safety of our customers and employees. Don’t come if you are sick or you have fever. Keep a safe distance and avoid contact with surfaces and other customers and employees.

Importantly, we ask you to pay your bills in our touchless kiosk

Due to the unprecedented nature of this situation you may experience at times a longer waiting period given the extra demand, that we ask your understanding.

Emergency network support plan:

We have the biggest coverage and the highest capacity mobile network in the Country and we are rolling our best in class fixed network technology across Turks and Caicos.

Due to the unprecedented connectivity demand ahead, even our network will be stretched to unpredictable levels. We are doing all that is possible to increase the capacity and speed of our network, but you may experience at time some slow down when we reach our limits.

  • We have activated our emergency plan and our technical team heroes will be working around the clock to fix any service interruption issues to keep you and your businesses connected.
  • We will prioritize Hospitals, first respondent services, Pharmacies, government institutions, Banks, Supermarkets, gas stations, our loyal customers and businesses and we will follow all Government guidelines.

We are dedicated to doing what is best for our clients and will continue to communicate the information shared by local governments as the events unfold.

We are by your side, keeping you connected.

Dear Customer,

As of July 1, 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 I’m seeing an alert or error message when I tried to send a message?

As of July 1, 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.

If you are an iOS user:

  • iMessage: continue using your iMessage service to send multimedia files or text messages, as long as it is available. If you have set the option “Send as SMS” in case iMessage is not available, that message will be only sent if it does not contain any multimedia file. If there are more than 160 characters in your message, please be advised that messages will be concatenated and you will be charged based on the number of concatenated messages sent.
    • SMS: text messages without multimedia files will be sent as a SMS. Messages with more than 160 characters, will be sent as concatenated messages.
    • MMS: in the past, when iMessage was not available or you were sending a multimedia file, the message was sent as a MMS. MMS is no longer supported in the Flow network.
    • Group Messages: in the past, when you created a group message and not all of your recipients had iMessage or your iMessage was not available, the message was sent as a MMS. Please be advised that if iMessage is unavailable, you will be charged based on the number of recipients included in your message, also messages to recipients that do not have iMessage will be charged. Each recipient will receive the SMS and the sender will be charged for the total SMS sent.
  • What are ‘Concatenated SMS’? When you send an SMS message over 160 characters, the message will be split into multiple SMS. Large messages are segmented into 153 character segments and sent individually then rebuilt by the recipient’s device. For example, a 161-character message will be sent as two messages, one with 153 characters and the second with 8 characters.

iOS Messages setting screen

WAP
WAP

Why I cannot access WAP service anymore?

As of July 1, Flow disconnected our WAP services or WAP browsing. Please use a web browser for your internet needs.

Message from Joanne Missick

Acting 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 (MOH) 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 Turks and Caicos 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 MOH, 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
  • Floor markers to assist customers to practice the 6ft social distancing rule and to reduce the in store traffic to a manageable pace
  • 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:

  • Our My Flow app & Top Up Flow app which can be downloaded from the Google Play store or Apple store for personal account management, top up and plan purchases & bill payment
  • Our IVR (Interactive Voice Recording) Automated System by calling 100 from your Flow mobile or fixed phone and by calling 1-800-804-2994
  • Our Customer Experience Center by calling 611 from your Flow mobile to report a current or outstanding fault
  • Our Whatsapp Virtual Store open to serve you for personalized services such as account and service queries, safe online purchases and payments, add or upgrade services
  • Our website - www.discoverflow.co

If you still need to visit our retail stores, we remain available to serve you. Our stores are currently open Mon, Thurs and Fri only from 8:30am to 1pm during the lockdown. We will be happy to assist you.

We encourage you to be guided by the updates from the Ministry of Health 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 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 for further instructions using the numbers below that we have provided toll free during this time.

COVID-19 Contact Information:

649-232-9444
649-333-0911
649-244-WASH
covid19@gov.tc

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 to Go 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 (Home of the Premier League)

Premier League, 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.

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.

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

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

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.

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. We will however, continue to source great content that will be of interest to our customers.

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