FLOW responds to Pleasant Hill customer complaint | Letters

THE EDITOR, madam:

I am writing in response to a recent letter from Ryanlee Tulloch entitled “Flow Must Be Held Accountable,” which was published on April 24.

We regret and apologize for any inconvenience Mr. Tulloch may have experienced during the time he experienced service interruptions in his community in Portland’s Pleasant Hill district.

Following an investigation by our technical teams, we can confirm that some customers in Pleasant Hill experienced intermittent internet service over the weekend of April 13-15 and again on April 23, 2024. Internet service to the community has since normalized.

Although our network systems did not detect any disruption to Mr Tulloch’s account on April 24, he submitted a request to change his broadband modem. Our technical team responded and requested a visit to his premises to conduct a technology audit. However, Mr Tulloch advised that April 27 would be a more appropriate date for that visit. Mr Tulloch was contacted on April 27. However, he was unavailable due to an emergency. Further attempts to contact him were made on April 28, 29 and 30, but our calls for a rescheduled visit were not returned or returned.

On May 2, when contacted again by our technical team, Mr. Tulloch advised that he no longer needed the modem change he had previously requested.

Our teams remain available to meet Mr Tulloch’s internet needs wherever required.

At Flow Jamaica we value every customer and their feedback. We understand and appreciate that the quality of the customer experience is of utmost importance.

We further recognize that in some cases the process may not be as smooth as desired, but we continually strive to meet and exceed our customers’ expectations.

NYREE COKE

Director of Customer Experience & Contact Center

STREAM Jamaica

[email protected]