Flow has announced details of the customer rebates following the recent service disruption experienced which affected its customers.
The outage, between June 21 and 22, was caused by damage to critical subsea fibre infrastructure serving the Eastern Caribbean. While the fault occurred outside of Flow’s direct control, the company recognised the significant impact the disruption had on customers and immediately mobilised technical teams across the region to restore service.
Since the restoration of services, Flow has remained engaged with the National Telecommunications Regulatory Commission (NTRC) and has kept the Commission informed of both the cause of the outage and the measures being implemented to support affected customers.
As part of those measures, Flow confirmed that eligible customers will automatically receive compensation that reflects the duration of the interruption. The rebate has been automatically applied to customers with Fixed Services, including internet, landline, and cable TV. Postpaid customers, as well as Liberty Business customers, will see a one-day service rebate reflected on their next monthly bill. Meanwhile, prepaid customers received a complimentary 24-hour package that offers 2GB of data along with unlimited local talk and SMS.
Country Manager Chris Williams said providing customers with a rebate was the appropriate response following an event of this nature. “Our customers depend on us every day, and we understand the inconvenience and disruption this outage caused to their personal lives and businesses. Although the incident resulted from damage to subsea infrastructure beyond our control, we believe compensating our customers is simply the right thing to do. We appreciate the patience they demonstrated while our teams worked around the clock to restore services safely and as quickly as possible.”
Williams added that the company continues to strengthen the resilience of its network to minimise the likelihood and impact of similar incidents in the future.
“Our technical teams are reviewing additional resilience measures, including greater route diversity and expanded backup connectivity across the region. While events involving subsea infrastructure are uncommon, we are committed to continuously investing in our network to provide customers with the reliable connectivity they expect from Flow.”
Flow thanked customers for their continued trust and advised that the applicable rebates and prepaid bundles will be applied automatically, with no action required by customers.