Dear Claudienne:

After living in New York for almost 30 years, my husband and I decided to resettle in Jamaica. We built a home in the Rio Nuevo Resort area and decided to have our services installed before shipping home our furnishings and personal effects. As such, we booked a trip to Jamaica from December 17 through December 31, 2016 for the sole purpose of having our security alarm and camera systems installed. Prior to our trip, we contacted FLOW to verify whether we would be able to view our camera system remotely, once we returned to New York.

FLOW assured us that they could provide this service to our complete satisfaction.

On December 20, 2016, we went to the FLOW office at Pineapple Place, Ocho Rios, and met with a salesperson. She was very professional and courteous. We wanted to have only internet service, and clearly explained to her that the main purpose was to be able to view our camera system remotely from our home in New York. She assured us it could be accomplished with no problem. Further, she advised that it would be more cost-effective to have the Triple Play Package (watch, talk and click), since getting internet alone would be almost the same price as the Triple Play Package. We agreed, and proceeded to make our first month’s payment of $4,920.00.

An installation service was scheduled for Friday December 23, 2016 between the hours of 9:00 a.m. and 12:00 noon. Two young FLOW technicians showed up to commence the installation. They attempted to pull the wires through the pre-wired outlets, but ran into difficulties. We contacted the electrician who had done the wiring of our home and arranged for him to have one of his workers come out to pull the wires through on Saturday December 24.

The FLOW technicians had the appointment rescheduled for December 24 to resume installation of the Triple Play Package. The electrician had his worker at the premises by 8:00 a.m. on December 24. However, despite several calls to the FLOW employees, they never returned to do the installation.

We again contacted FLOW and a new date was set to resume the installation. On December 28, 2016, FLOW sent a different pair of technicians to complete the installation. Once they had pulled the wires in just the living room area of the house, as well as connecting the Triple Play Package, they needed authorisation with certain codes to ascertain whether the internet connections as well as the cable box were in working order. During a two-hour period the technicians desperately tried to reach the department that issues such codes, but they were not successful. To witness the frustration on their faces was rather troubling. I offered to call FLOW’s customer service line at 876-620-2200. After 43 minutes I was able to get a representative on the phone and the young men managed to get the codes required for cable and internet access.

On Friday December 30, 2016, we had our technician come out to connect our security camera system to our smartphones. At this point, however, we were shocked to learn that we had a shared IP Address which would not permit us to view our cameras remotely. I immediately called FLOW and was told that in order to view our cameras remotely, we would need to have a designated Static IP Address. We were further informed that since this was a new account, we would have to go to a physical branch for them to assign this Static IP Address. We explained that we were returning to New York the following day and needed to have this done before our departure.

On December 31, 2016, the day we were leaving for New York, we went into the FLOW branch at Naggo Head, Portmore to have the Static IP Address assigned. However, we were advised by a sales representative that a Static IP Address could not be issued at the branch. It had to be issued by the Technical Department. By this time we were exhausted, disappointed and simply frustrated. The sales representative called the Technical Department and had us speak with a manager, who assured us that a Static IP address would be issued within 3-24 hours. By then it was about 10:00 a.m. Since our flight was not leaving until 7:15 p.m. we gave them both our cellphone numbers as well as our technician’s number. We were told that no access to the house was required, as a signal would be sent to the modem. After not receiving a call back within four hours, we called and were told that FLOW was working on getting us a Static IP Address.

At 5:45 p.m. while waiting at the airport, I placed another call to FLOW and was told that since Static IP addresses were mostly issued to commercial/business owners, they were still searching the system for an available IP address for us. The FLOW representative promised to do further research and call us back to give a time frame within which the said IP address would be issued. She did call back, but was unable to give a time frame. However, she asked that we leave our New York phone numbers and promised to have a supervisor call us back.

We did not receive a call, and on Monday January 9, 2017, we again contacted FLOW but got no information.

From January 9 to 12, we have spoken to several customer service representatives to no avail.

At this juncture, we are still without a Static IP address and are unable to view our security cameras remotely. We are paying for a service that is not being provided. We would like to know when we can expect to be issued a Static IP address to enable us to view our security cameras remotely.

It is apparent that there is a training deficit in Jamaica at all levels.

This is rather discouraging, especially for my husband who is not Jamaican. Is this the kind of customer service we can expect to receive from FLOW in the future?

Your kind and urgent assistance would be appreciated.

JHT

Dear JHT:

Tell Claudienne has been in communication with FLOW about the Static IP address you should have received in December 2016, to enable you to view your security camera remotely. On Thursday April 6 the FLOW communications department told us that they had been advised that up to March 24 the company had been trying to reach you at your New York phone number to advise you that the customer modem needed to be upgraded.

They apparently made contact with you, because you sent us the following e-mail on March 30: “

Claudienne, I am writing to advise that we were able to get the Static IP address to view our security cameras off site while in New York. Thank you.”

We are pleased to learn that the matter has been resolved, and we wish you all the best.

Have a problem with a store, utility or company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver.com. Please include a contact phone number.