Numerous problems with FLOW

Tell Claudienne

Claudienne Edwards

Sunday, January 13, 2019

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Dear Claudienne

I have made 35 visits to the FLOW Telephone (Liguanea) Office since September 9, 2017 to report that my two telephones were out of order and that while I cannot make any calls, one line still had my live internet up to Monday, October 8, 2018.

I really need your assistance to end this frustration and “sufferation”. My last two visits were (a) Monday, November 5, 2018 when I delivered a letter to the store manager (who indicated that she would discuss the matter with the area manager) and (b) Thursday, November 16, 2018, when a customer service agent was asked to check with the store manager on the matter.

The agent told me that the manager indicated that the matter was reported to the area manager. To date, NO telephone call, NO telephone service and NO Internet service. This is very shabby service.

My problems with FLOW started on September 9, 2017 when the National Works Agency (NWA) was completing their construction and widening the roadway along Mona Road, the corners of Wellington Drive, Karachi Avenue, and Aralia Drive. Most of the telephone lines along Karachi Avenue and Miliverton Crescent were rendered out of order.

Most of the people in the neighbourhood had two telephone lines controlling (a) the telephone (voice) line and (b) telephone (Internet) line.

Four people got back their telephone and Internet within the first week after September 9. I was informed by them that they gave up one of the lines in order to keep their original telephone number and they said that they now had their Internet and voice telephone on one phone.

I visited the FLOW office at Sovereign Centre and was told that the technician needed to do a “fibre-optic migration” of the phone lines and I would then have only one phone line. This. I agreed to. A repair technician visited my home at the end of September 2017, but to my shock up to the end of that month I had not got back my telephone lines. My visits to the FLOW office continued into December 2017 but I still did not get back the service.

During the period January 2018 and February 2018 I continued to visit the FLOW (Liguanea) office and voice my complaints about the very poor service rendered to me. On another visit, in early March 2018, after a very long wait I spoke to a male supervisor, and a technician visited my home. However. the phone service was still not returned.

Over the next months, I visited and spoke to a female supervisor, and still nothing has happened.

Once again on Friday, October 12, 2018, I visited the FLOW office to report that the lines were still not functional, and that now my Internet line had been cut down and hence I had had no Internet service since Monday, October 8, 2018. I spoke to a customer service agent, who reported the matter to the supervisor, and I was informed that the matter was being discussed with the area manager and that they would call me.

However, to date they have not called me. Although I still have no service, I have continued to pay all of the bills for both of the telephone lines

I received a telephone bill today (November 30, 2018) but have decided not to pay FLOW any more money until my telephone service is restored.

I now wish to have my Internet service on telephone 876-702-XXXX cancelled and I am asking for your kind intervention in having my telephone (voice) service restored with a transfer of the telephone number 876-977-YYYY to 876-702-XXXX line by “fibre-optic” migration (as promised by the company).

It had been explained that I would then lose the use of the telephone no. 702-XXXX. I would also like to have all of the money paid towards bills on the telephone phone line 876-977-YYYY credited to my private line 867-702-XXXX before the changeover. I would appreciate a credit note for all of the payments made since September 9, 2017. Incidentally, I have also noted that I have been paying for a private telephone line and my private telephone number and my home address were posted in the telephone directory without my permission, breaching my security.

I was recently informed by people living on my road that the telephone wires were cut intentionally by telephone company technicians, and not cut by accident by heavy duty haulage trucks moving in the area.

I am losing business as I have no telephone service or Internet service. In addition, my original telephone no. (876-977-YYYY) is nearly 50 years old and so most of my family, friends, colleagues and clients have this number. This is the number that I have been using for the past 50 years so I would lose touch with a lot of people whom I do not have daily or monthly contact with.


Dear BP

Tell Claudienne has been in communication with FLOW and notes that your telephone line has been restored. We note your e-mail that reads as follows:


This is to thank you sincerely for having my telephone landline restored to me on December 5, 2018 after a year and two months of frustration from the FLOW Liguanea Office. The repair technician did an excellent job. I tried to return your telephone calls but your phone went into recordings. If you need to speak with me you may also call me on the landline 876-977-YYYY.

As requested, my Internet service on telephone 876-702-XXXX has been cancelled and the telephone (voice) service restored with a transfer of the telephone number 876-977-YYYY to the 876-702-XXXX line by fibre-optic migration. I number longer have the telephone no. 702-XXXX.”

In regard to the bill payments made by you for both telephones during the period when you had no service, Tell Claudienne will continue to follow up with FLOW on your request for credit notes for your payments for both telephones.

We wish you all the best.

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