Significant infrastructure impact reported as damage assessments continue; 67,000 Customers Now Using Starlink-enabled emergency messaging service

Flow Jamaica is emphasising that the safety and well-being of its more than 1,200 employees across the island remains its top priority at this time. The company has also begun a comprehensive physical assessment of damage to both its fixed and mobile networks, following the official “all clear” declared earlier today by the Office of Disaster Preparedness and Emergency Management (ODPEM).

MOBILE SERVICE

Flow’s mobile services remain stable for approximately 70% of its customers, although intermittent disruptions persist in some areas due to power and other issues impacting the service in several parishes. Based on initial assessment, over 500 Flow mobile sites are registering as offline following the passage of the storm, with seven critical sites reported as being completely destroyed, severely affecting connectivity in communities such as Manchioneal (Portland), Portmore (St. Catherine) and Ironshore (St. James).

In the hardest-hit parishes of St. Elizabeth, Westmoreland, Trelawny, and St. James, Flow is currently sensitising customers regarding access to its Flow Essential satellite emergency communications system, thereby enabling customers to send text and SMS messages to any mobile network, even where terrestrial mobile service is unavailable.

Currently, over 70% of Flow’s mobile customers can access the Starlink-enabled service, with more than 67,000 customers already utilising the service. A full assessment of mobile site damage is expected by this weekend, after which full restoration efforts will begin. In areas already inspected, Flow’s technical teams have successfully repaired minor damage to several sites.

FIXED INTERNET SERVICE

On the Flow fixed network, a total of approximately 15-22% of home internet customers are currently able to access internet services; however, the company is reporting that these numbers remain challenged based on power access for both individual homes and power supply to Flow’s internet nodes across the island. This means that customers may still experience challenges accessing service even after electricity service has been restored to their home.

Flow says it is working closely with its partners, Jamaica Public Service (JPS) to coordinate a restoration schedule for critical distribution sites still without power.

RETAIL LOCATIONS

Flow is preparing to reopen its full complement of retail stores across the island by Friday, October 31, and will also deploy mobile retail outlets to key areas.

HUMANITARIAN RESPONSE

As part of its initial humanitarian response, Flow will distribute free SIM cards with data and phones to residents in the most severely affected communities.

CUSTOMER SUPPORT & EMERGENCIES

Customers experiencing service issues are encouraged to contact Flow’s Customer Service via WhatsApp at 876-620-2200. For emergencies, including downed service lines, members of the public may reach out to Flow’s Emergency Operations Centre (EOC) at 876-929-9834 / 9837.