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Flow promises to improve service delivery issues

Friday, November 08, 2019

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KINGSTON, Jamaica — Telecommunications provider, Flow says it has undertaken a comprehensive review of its mobile and fixed networks as part of improvement plans to address recent service delivery issues.

The company says it is already carrying out upgrades to its mobile network, to provide more enhanced and widespread coverage.

In a statement today the company said that preparatory work on its fixed network is scheduled to get underway before the end of the year, with the main projects scheduled to begin in early 2020.

“We know that what currently exists is not the quality of service that our customers expect from us, and for this, we apologize,” Flow's Country Manager, Stephen Price, stated.

Price added that Flow is mindful of its commitment to customers and are focused on delivering quality service.

“We're investing heavily to expand and upgrade our LTE network as we deliver on our commitment of 95% coverage by the end of the year. We've recently ramped up work in this area and as a result, some of our customers have experienced occasional disruptions in their service. We sincerely regret this and have been keeping customers updated via various advisories as we guarantee a better mobile experience before the end of the year,” he added.

According to the statement, in recent weeks, Flow's network infrastructure has been thetarget of vandals and thieves.

This, the company said, resulted in several disruptions, particularly in St Catherine where the company suffers from the most incidents of theft and vandalism. The company's infrastructure and service delivery have also been impacted by the continued road works and other developmental projects across the country.

“We acknowledge that these incidents have impacted the fixed services for many of our valued customers and the increasing trend in theft and vandalism has also significantly hampered many of our business customers,” Price noted.

He said despite efforts to engage relevant ministers, the company is yet to receive the support needed on the issue affecting not only Flow but all utility companies.

However, Price said the company is working to restore services as quickly as possible and has ramped up security measures.

“Activities, such as our aerial to underground migration project, which further secure our network were already underway. We've completed work in Ocho Rios and its environs. Portmore, Montego Bay and sections of Spanish Town will be done by the end of the year,” he explained.


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