Communications and entertainment provider, Flow Jamaica has announced 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, Customer Experience and 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 and Voice)

The company said, 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, Flow said.

Postpaid Mobile

It said postpaid mobile customers will benefit from 5GB in 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 utilize the benefits, due to the impact of the hurricane, will receive free data for use as they choose, valid for two days, the company said. Once the benefit has been uploaded to their accounts, customers will be notified via a text message, it noted, adding that some customers have already started receiving this benefit.

Network Restoration Efforts

Flow said its engineering and technical teams are “making significant progress” in restoring network services across the island and continue to prioritise the most severely affected areas. It said it is committed to restoring full service to every community.

As at July 30, Flow increased 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 says its 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 their Flow phone.

Business customers only may contact 1-800-744-0222