Volcano disrupts service: FLOW working to resolve Network Issues

FLOW have assured customers that the company is working assiduously to resolve technical issues that have affected its network in the past couple weeks.

This assurance comes from Managing Director, Niall Sheehy who explained that following, a large seismic event related to the “Kick em Jenny” Volcano, two fibre systems in the Eastern Caribbean, namely GCN and ECFS were damaged and would have affected all ISPs throughout the region. The damage resulted in a significant reduction of off island data capacity causing customers to experience congestion at peak times. This would have led to a reduction in many customers normal user experience while the company sought to manage services with the limited available capacity.

We are aware that it was very frustrating for our customers. We put in place a number of work-around solutions, including optimizing all available capacity in the most efficient way possible to ensure that all users would be able to have some level of access at peak times of demand. I am pleased to report that repair works to the sub-sea fibre systems have been completed and the network is now fully restored enabling us to operate at our optimum levels. Customers should have already begun to see major changes and improvement earlier this week.”

Sheehy further added that the company is currently seeking to migrate customers from the old network to new state-of-the-art platforms. These customers will soon be able to avail of the entire suite of Flow's advanced Broadband, Video and Voice services. This would include those customers that are in the areas identified for divestment, as part of the conditions of Government's approval of the merger of Cable and Wireless and Columbus Communications.

Sheehy further added that the company is currently seeking to migrate customers from the old network to new state-of-the-art platforms. These customers will soon be able to avail of the entire suite of Flow’s advanced Broadband, Video and Voice services. This would include those customers that are in the areas identified for divestment, as part of the conditions of Government’s approval of the merger of Cable and Wireless and Columbus Communications.

This process involves migrating tens of thousands of customers in a short timeframe and unfortunately a number of these users would have experienced challenges with their service during this period. Our technical teams are working around the clock to ensure that any degradation of service is minimal during this transition.” Sheehy said.

Sheehy further stated that on the heels of a very successful consumer brand launch in Barbados there was a massive uplift in customer demand on the mobile network and he revealed that the company is in the process of optimising and upgrading all our sites across the island, which will double the capacity of the mobile network in most areas by September. In addition, the company has procured additional mobile cellular sites which can be positioned for major sporting and entertainment events to ensure maximum data and voice coverage for FLOW's customers in Barbados.

Sheehy further stated that on the heels of a very successful consumer brand launch in Barbados there was a massive uplift in customer demand on the mobile network and he revealed that the company is in the process of optimising and upgrading all our sites across the island, which will double the capacity of the mobile network in most areas by September. In addition, the company has procured additional mobile cellular sites which can be positioned for major sporting and entertainment events to ensure maximum data and voice coverage for FLOW’s customers in Barbados.

We acknowledge that some of our systems have not been working at their optimum level and we have been working with our partners to identify all of the issues and resolve them in the shortest possible time. As we continue to upgrade and improve our service we thank our valued customers for their patience and understanding during this time,” Sheehy said.

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