Flow Jamaica has unveiled several compensation measures for customers who experienced service interruptions during the recent passage of Hurricane Beryl. 

“Given the widespread impact of the hurricane, we continue to enable our customers to recover quickly. We are also using this opportunity to again express our sincere appreciation for their continued loyalty,” said Nyree Coke, director of customer experience and Flow’s Contact Centre. 

“We understand the value of connectivity in achieving full recovery from the storm and the importance of getting our full complement of customers back online. We therefore deeply appreciate the patience and understanding demonstrated during this challenging period,” she added.

Fixed (Internet, cable & voice)

Starting August 2024, fixed customers who experienced an outage period of 72 consecutive hours or more will be given a one-time rebate, based on the number of days of service interruption in their area. Customers will receive this rebate on their next bill, following the restoration of service. These customers will be notified via email. 

Postpaid mobile

Postpaid mobile customers will benefit from 5GB of data that will be added to their plan. They will also be notified via SMS that the benefit has been applied. 

Prepaid mobile

Flow’s prepaid mobile customers who had active unlimited plans for July 3, 4 and 5, and were unable to fully utilise the benefits, due to the impact of the hurricane, will receive free data for use as they choose, valid for two days. Once the benefit has been uploaded to their accounts, customers will be notified via a text message. The communications and entertainment provider indicated that some customers have already started receiving this benefit. 

Network restoration efforts

Flow’s engineering and technical teams are making significant progress in restoring network services across the island. They continue to prioritise the most severely affected areas and are committed to restoring full service to every community.

As at July 30, Flow increased the restoration of fixed services (internet, cable and voice) for affected communities to 1, 983, while mobile population coverage is at 92 per cent. 

The company’s Contact Centres remain open to facilitate customer queries and/or reports as follows:

Residential customers may contact via WhatsApp for updates at 876-620-2200 or at 1-800-804-2994 or 100 from your Flow phone. 

Business customers only 1-800-744-0222