Flow St Lucia is aware that a significant number of our customers in the North of the island experienced disruptions to their mobile and home services on Sunday, May 3rd.
Investigations have confirmed that the outage was caused by a trailer truck that severed a critical distribution fiber cable at the top of Mongiraud Hill. This cable is a vital part of our network
infrastructure, serving a large portion of the northern region from Mongiraud to Cap Estate. As a result, many customers experienced a total loss of connectivity during this time.
Our technical team responded at approximately 10:00 AM to assess and perform the necessary repairs. Once the repairs commenced, we notified customers of the outage through, social media,
text messages and radio announcements, with an estimated time of 6 PM for completion.
While carrying out repairs that involved manually fixing over 500 fiber cables, the team discovered additional breaks in the fibers. This led to an extra delay of two hours in the restoration efforts.
We can confirm that services in the affected areas were completely restored by 9 PM.
We recognise how crucial it is to maintain uninterrupted service, and this remains our priority.
While incidents of this nature are sometimes unavoidable, failure to report such damage is a serious matter with far-reaching consequences, including significant disruption to communities.
We are appealing to members of the public: if you notice any damaged equipment or witness harm to telecommunications lines or infrastructure, please report it immediately to our Customer Care
team at 1-800-804-2994 or via WhatsApp at 1-758-285-1010.
Although this incident was beyond our control, we sincerely apologise for the inconvenience caused and thank our customers for their patience and understanding.