Flow says cable damage, fires and power fluctuations impacting service stability to some customers after Melissa restoration

Telecommunications provider Flow says the disruption in service being experienced by some customers is due to, among other things, unintentional cable damage during hurricane clean-ups, fires, and power fluctuations.

Flow says since the passage of Hurricane Melissa, its technical teams have been working around the clock to restore service.

The company says these efforts have been threatened by a number of external factors, including unintentional cable damage during the clearing of storm debris, burning of downed vegetation near service lines, power fluctuations and vandalism.

These factors, Flow says, have also led to intermittent service outages on both the company’s fixed and mobile networks.

“We are appealing to residents and other bodies involved in restoration efforts across the island to be especially careful as they potentially may cause damage to both aerial and underground telecommunications infrastructure,” said Danielle Savory, Senior Manager, Communications at Flow, in a statement on Thursday.

“We also ask the public to avoid burning garbage and other storm debris directly beneath our wires and cables, as flames can cause severe damage and further delays in restoration,” he added.

In a bid to return to pre-hurricane network stability, Flow says it is focusing its repairs to sections of its core service transmission network routes.

Three key linkage points, namely Ocho Rios to Spanish Town, Falmouth to Montego Bay, and Mandeville to May Pen, are now being prioritised to help restore islandwide connectivity.

Savory says that Flow remains fully committed to reconnecting every community as quickly and safely as possible.

“We’re dedicated to getting Jamaica fully reconnected so that families, businesses, and institutions can return to normal life. The less damage we encounter during restoration, the faster we can reach everyone,” she said.

To support its restoration efforts, Flow says it has deployed hundreds of generators at its mobile sites and is utilising satellite connectivity to support its customers' needs during this challenging time.

Service emergencies, including accidental cuts or damage of Flow cables, should be reported to Flow’s Emergency Operations Centre (EOC) at 876-929-9834 / 9837.

Customers experiencing service issues are encouraged to contact Flow’s Customer Service via WhatsApp at 876-620-2200.

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