Flow needs to be held accountable

THE EDITOR, Madam:

Living in a time where uninterrupted Internet service is essential for educational and business purposes, the reliance on BPO (business process outsourcing) for job opportunities and income is significant for many Jamaicans, including myself.

However, the frustration arises when an Internet service provider fails to deliver reliable services, resulting in frequent outages for several hours, days, and even weeks. This lack of internet, coupled with poor customer service, unresponsive technicians, and the absence of any compensation for the downtime, have become the harsh reality of my experience with Flow.

Despite reaching out to the Office of Utilities Regulation (OUR), my concerns have been met with silence, as they have not acknowledged receiving my email. The number of ticket numbers I have accumulated with Flow is comparable to that of a movie theatre.

It is important to note that my community, Pleasant Hill district in Port Antonio, Portland, is not located in a remote area, making the subpar service even more frustrating. Although I would prefer to switch to a more reliable network, the alternative provider cannot meet my data requirements.

In light of these circumstances, it is imperative for the Minister of Science, Energy, Telecommunications and Transport, Hon Daryl Vaz, to direct his ministry’s attention towards investigating the operations of Flow. The aim should be to find a solution that ensures customers receive compensation for the company’s failure to meet guaranteed standards.

It is disheartening to know that numerous customers across Jamaica are facing similar issues, and we feel neglected by the regulatory bodies responsible for overseeing Flow. As a result, we find ourselves continuously paying our bills for only a few days of service, while simultaneously suffering financial losses due to the inadequate connectivity.

RYANLEE TULLOCH