Flow admits customers not getting “100 percent” service

Telecommunications provider Flow has admitted that St Lucian consumers are not receiving 100 percent of the service for which they are paying.

Amid mounting complaints, the island’s sole provider of cable television and broadband internet has again sought to assure customers that it’s working to improve the quality of its services.

Flow Communications Specialist, Terry Fenisterre says the company recognizes that its service is not “100 percent” and there are issues to be ironed out.

“We recognize that the transition is not always easy on customers and that there are some wrinkles that need to be ironed out, that the service is not a hundred percent, that it’s not as stable as we would like and that customers are not getting the experience that we would like them to get,” Fenisterre said.

Fenisterre blamed the situation on broadband network congestion and changes to the cable TV network but said the company was taking “proactive steps” to deal with the problems.

He said Flow is actively working to increase it’s off island capacity that would lead to increased bandwidth for internet subscribers.

Asked about possible redress for customers who feel cheated by the poor quality of service, Fenisterre suggested that they take their complaints to the National Telecommunications Regulatory Commission (NTRC).

“You can go to the National Telecommunications regulatory commission and they will give you access to a form which you are able to return to Flow and through the NTRC you can seek redress,” he stated.

Fenisterre said Flow hopes to have a “far more uniformed service in the next couple of weeks.”

70 Comments

  1. Makavelli
    June 29, 2017 at 9:33 am

    Not receiving 100%? Understatement of the decade !!!!!!!!!!!!!! More like not receiving 45%.

    These companies operating locally get away with murder. smh

    1. Customer
      June 29, 2017 at 6:55 pm

      Go to consumer Affairs St. Lucians.

  2. Anonymous
    June 29, 2017 at 9:40 am

    Paying for a service that you are not receiving.

  3. fedup
    June 29, 2017 at 9:44 am

    Digicel should offer those same service and I`m almost certain it will be cheaper and more efficient

    1. Anonymous
      June 29, 2017 at 4:51 pm

      Digicel and flow same (Word deleted)

  4. Lime Juice
    June 29, 2017 at 9:45 am

    I rell thought I was the only one having Wifi issues

    1. Anonymous
      June 29, 2017 at 4:52 pm

      Me too and they deh like no one else made complaints

  5. Informed Consumer
    June 29, 2017 at 9:54 am

    Go to this link on the NTRC website to download Complaint Form 1;

    http://www.ntrc.lc/dispute-resolution.html

  6. Cheap & Worthless
    June 29, 2017 at 9:55 am

    Why NTRC?
    Based on your admissions your company knows and can resolve value for money on their own without any regulatory advisory

    1. Dr Bash
      June 29, 2017 at 1:11 pm

      Just refund affected customers or provide a discount becuz Flow knows the areas that are affected….(Expression deleted)

  7. Frustrated.
    June 29, 2017 at 10:03 am

    But successive Governments in Saint Lucia have been slow to enact a Competition Authority law which will establish a body like a Fair Trading Commission (FTC) to approve of mergers and acquisitions. Barbados and Jamaica already have functioning FTCs. We had nothing in our law books to block the merger of (S)LOW and (S)LIME to create the slow FLOW.

  8. [email protected]
    June 29, 2017 at 10:03 am

    Wow that like one day of my cursing them up.. for not providing customers with the relevant information they should….I was very much upset yesterday about my service and the little information that was provided to me which caused me to be at a lose . …no kind of compensation was given just apologies. ..(Words deleted).

  9. Anonymous
    June 29, 2017 at 10:03 am

    They are just saying that to prevent people from coming to complain.
    If they were sincere flow would charge you between 40% and 60% of the bill.
    They charge you 100% of the bill and provide 40% to 60% of the services.
    This is stealing in my books.

  10. Anonymous
    June 29, 2017 at 10:05 am

    When karib kable was here. Everything was working properly

    1. HustleNoFlow
      June 29, 2017 at 2:25 pm

      Yip. The old Cable Wireless idgaf attitude is what is causing these problems.

      They only react to loss of sales.

  11. 0% Lime
    June 29, 2017 at 10:06 am

    Not a 100% How about 0% at times? Paying for a service that you can’t get for days, yet no decrease in monthly bills. something needs to be done about this monopoly.

  12. Ty
    June 29, 2017 at 10:06 am

    Really not getting 100%. It’s shameful that in this day of advance technology flow is making that statement. So the question is since we are paying flow for service which we are not receiving will they make adjustments to our monthly bills? And when we finally get ‘full’ 100% will we have to pay more for supposedly better service?

  13. Anonymous
    June 29, 2017 at 10:09 am

    We need an other company so there is competition on both ends for customers that’s when we will get service we deserve for money charge .

  14. Anonymous
    June 29, 2017 at 10:13 am

    Digi play is coming soon, I want to be the 1st to sign up. Digicell please save us.

    1. Anonymous
      June 29, 2017 at 4:56 pm

      Gosh I hope u right about that. Cause I’d be right behind you

  15. Anonymous
    June 29, 2017 at 10:19 am

    well atleast reduce the damn bill in the mean time cause money dont grow on trees

  16. Disappointed
    June 29, 2017 at 10:19 am

    When Flow, how soon we need dates….I don’t trust you anymore….get it RIGHT!

  17. CUSTOMER
    June 29, 2017 at 10:21 am

    Should I go to NTRC and pay not getting 100% of Service. Be honest, stop being greedy and give back to your customers the credit amounts on account for not getting a 100% service from you. Greed! Greed! Greed! then take the money and sponsor all kinds of stuff for tax breaks and the customer is suffering.
    BE HONEST AND GIVE THE CUSTOMERS WHAT THEY ARE PAYING FOR, THAT IS 100%, IF IT IS NOT 100% GIVE US OUR CREDIST ON OUR BILLS.

  18. Nick
    June 29, 2017 at 10:26 am

    Notice how terry passes the buck by referring the aggrieved customers to the ntrc, another pappy-show organization. He admits all the problems flow from flow but appropriate redress would require all customers to travel to Castries from wherever they living to obtain a form from the ntrc for completion for the nameless redress or compensation. Why didn’t he advise flow to just accept liability and do what’s morally necessary and financially right thing to do under the circumstances. We the customers need better service but this must also flow with a little bit more compassion flowing to all from the company

  19. Disgruntled customer
    June 29, 2017 at 10:35 am

    This is truly unacceptable. If this is the case the service rates need to be reduce

  20. Anonymous
    June 29, 2017 at 10:38 am

    Flow is a mess

  21. Keitha
    June 29, 2017 at 10:55 am

    Flow needs to reimburse us. This is unacceptable.

  22. Flow get away
    June 29, 2017 at 10:57 am

    Flow get out plzzz .. wasting my money. . No refunds. Nothing I pay 3 months and I don’t get wifi. . And you want to talk about 100 % .. it’s like 10% .. bye Flow

  23. Anonymous
    June 29, 2017 at 11:01 am

    Isint that being dishonest, having customer to pay for a service that they are not receiving. Folw is the same cable& wireless that over the years exploited st.lucian. when will we as a people standup together an demand that these companies respect us, and give us the service that we are paying for? How could a company admit that it is charging it customers for a service that it is not delivering and get away with that. Where is the organization to look into these matters. In this country we are at the Mercy or these companies who do whatever they want and notting is done about it. Their need to be a stand taken by we the people, we all must let our voices and action be heard loud and clear.. Enough is enough…

  24. Disappointed
    June 29, 2017 at 11:06 am

    such a load of …FLOW is admitting that customers don’t receive 100% service yet customers are told to address their concerns to NTRC in order to get redress. TERRY you suckk (Word deleted)

  25. Anonymous
    June 29, 2017 at 11:12 am

    What we need is a Revolution in st Lucia and drive the chastanet administration and FLOW from the landscape of st Lucia

  26. Anonymous
    June 29, 2017 at 11:33 am

    Lmao … I wish for a new company ..

  27. Anonymous
    June 29, 2017 at 11:35 am

    Visit the NTRC’s webpage to download Complaints Form 1;

    http://www.ntrc.lc/dispute-resolution.html

  28. Anonymous
    June 29, 2017 at 11:37 am

    Visit the NTRC’s webpage to download Complaints Form 1.

  29. no flow
    June 29, 2017 at 11:37 am

    I was contemplating signing up with flow, now I am having second thoughts. Thanks for the warning

    1. HustleNoFlow
      June 29, 2017 at 2:26 pm

      Hold out as long as possible

  30. Andy
    June 29, 2017 at 12:10 pm

    There we go again, bringing politics in this thing, it is not chastnet or Kenny Anthony governments that is causing that ,blame it square on flow ,they are always a greedy company, give digicel a chance man ,open the monapolly and let us choose man .

  31. Progress
    June 29, 2017 at 12:11 pm

    There we go again, bringing politics in this thing, it is not chastnet or Kenny Anthony governments that is causing that ,blame it square on flow ,they are always a greedy company, give digicel a chance man ,open the monapolly and let us choose man .

  32. La a
    June 29, 2017 at 12:21 pm

    So why are you still 100% of the bill payment. That’s unfair.

  33. Bambi
    June 29, 2017 at 12:26 pm

    Terry that is pissing in our eye. The company knows consumers are greatly affected and to get a redress we have to go for form telecommunication office. Come flow you can do better than that. That office will not have enough forms so don’t delay the process give us our monthly discount across the board. Thank you.

  34. jn
    June 29, 2017 at 12:30 pm

    Flow 100% slower than snail

  35. jn
    June 29, 2017 at 12:31 pm

    Url ppl stealing d customers n payin how much cash

  36. flow vollleeeehhhhjh
    June 29, 2017 at 12:32 pm

    Maji url own

  37. Anonymous
    June 29, 2017 at 12:34 pm

    Sick

  38. Anonymous
    June 29, 2017 at 12:39 pm

    Sick and tired of that from SLOW!!!! (Expression deleted)

  39. Anonymous
    June 29, 2017 at 12:54 pm

    Flow needs some compitition

  40. Anonymous
    June 29, 2017 at 1:01 pm

    if flow is aware that the customers are not getting 100 percent why should it charge its customer for nothing. this company is pure greedy.

  41. Lucian in misery
    June 29, 2017 at 1:06 pm

    Just get out please pure nonsense. Worst service in the region. We should go on a pay strike or pay for what we get.

  42. upset
    June 29, 2017 at 1:12 pm

    Why NTRC……..??…FLOW jus so FSM tief… Paying 100% for crappy service below 30%

  43. No fool
    June 29, 2017 at 1:41 pm

    Unless we take action that flow feels in its monthly income flow, there will be no change. We talk, we curse, we rant and still pay the bills and keep the service. Flow pocket still good. Start requesting disconnections en mass, and you will see how quickly all this nonsense stops.(Words deleted)

  44. Smh
    June 29, 2017 at 1:58 pm

    All they need is competition and you will see how it will work smh

  45. Anonymous
    June 29, 2017 at 2:10 pm

    Who is going to pay for the loss of my internet based online business?

  46. #HustleNoFlow
    June 29, 2017 at 2:22 pm

    The sad thing is this is happening because there is no competition. They are apathetic towards customer fault complaints because they know you have no alternative provider.

    The customer service is horrible. The staff give you a run around when you call or visit in person. They say they are transferring you but the call drops. Every supervisor seem to be on vacation or out of office for the day.

    They claim to log your faults but don’t forward it to the technicians. Even though you have a corporate account you still have to wait days before a technicians visits your office. Farless for residential, expect to wait for weeks.

    The technicians wish you would just go away. They always think you messed up their settings. Always saying they’ll call you back in an hour but you dont hear from them for days. They wouldn’t visit unless you call the sales or customer service manager and put pressure and threaten to cancel. When they finally visit and the issues is always with infrastructure.

    They also refuse to replace old modems that were issued since 2011. Why am I paying for obsolete equipment?

    Flow needs competition before they do anything right. The Cable & Wireless colonist culture lives strong. They will only react when they start losing customers to a new comer

  47. Jess
    June 29, 2017 at 2:25 pm

    But here’s the sick joke about the cable, half the channels are in SPANISH! Not even French , at least we might be able to understand a bit with our creole, but SPANISH! I swear Lucians alone that tolerating that (Words deleted)

  48. Anonymous
    June 29, 2017 at 2:33 pm

    The staff also need to be customer service trained because when a customer is frustrated and go to their representatives to voice out their complaints, the staff always seem to be more upset than the customer.

  49. Relentless
    June 29, 2017 at 2:46 pm

    Month end, all St Lucians don’t pay your Flow bill. Let’s see what they will say about that. Like someone rightly said, we need a Revolution in this country. The more things change, the more things remain the same. Asay say asay!!

  50. Anonymous
    June 29, 2017 at 2:48 pm

    The staff alwys upset

  51. dominic
    June 29, 2017 at 3:04 pm

    With LIME it was living in misery everytime. Now FLOW is following lime old ways.

  52. Paul Paulo
    June 29, 2017 at 3:13 pm

    Smh..i don’t think the staff at flow have this problem with their Internet at home.because when you come to complain about the service those people are so upset.

  53. Shasha
    June 29, 2017 at 3:23 pm

    Today is my birthday call me to wish me happy birthday 7209304. May invite you to celebrate too

  54. Anonymous
    June 29, 2017 at 4:59 pm

    They used to call and ask. How’s your service; not anymore. So frustrated getting me sick. Its hi time they get some good competition. (Word deleted)

  55. Pass frustration going.......
    June 29, 2017 at 6:46 pm

    This is a load of crap. And they calling your house to do survey. I just tell them dont waste my time check fb they’ll see all they want to know.
    Pappyshow alone these people on.

  56. Anonymous
    June 29, 2017 at 11:11 pm

    At least flow admit their fault and i hope they sort themself out very soon. Ok people, please dont be so harsh on them, just have some patience. Good luck flow

  57. Ymc flow
    June 30, 2017 at 1:42 am

    Flow want to charge people 90$ for 2mbs !!!!! Am so pist yow am paying for 10mbs which is 130 ec dollars that’s robbery flow make well over 10 million ecd a month on broadband here alone ,is like just now they go just beat u and take your money (Words deleted)

  58. Anonymous
    June 30, 2017 at 2:10 pm

    Voler!voler! Slu’s we’ve had too much of that lime juice company, too much lime, no sugar, no banana essence, yarck

  59. Unsatisfied
    June 30, 2017 at 11:35 pm

    Flow…. i want my money back.

  60. Anonymous
    July 1, 2017 at 6:02 am

    So Flow are you going to compensate me for my online class?

  61. Anonymous
    July 3, 2017 at 3:28 pm

    not giving 100% of the service, but taking 100% of the payments, typical!

  62. Up set costumer
    July 6, 2017 at 1:07 pm

    I would like to know y are some of the cable channels are now flow TV and y are some channels not working . Y today CBS is now flow TV and where is phix channel

  63. Empress
    July 23, 2017 at 6:09 pm

    Waste of freaking time!! Charge for the service.you.actually are capable of giving .. Every freaking month I’m.an ass!!

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