The Utility Regulation and Competition Office says it is intervening to address “persistent” outages of FLOW services.
Following the latest interruption this past weekend, which included customers being unable to call 911 emergency services, the regulator issued a statement Saturday, saying it is “aware of and is actively engaging Flow in response to ongoing service disruptions affecting customers across the Cayman Islands”.
It said, “Given the seriousness of this current matter, and the persistent pattern of service quality experienced in recent months, URCO has intensified its regulatory engagement with Flow to ensure that the underlying causes are identified, addressed, and not repeated.”
It noted that, over the past several months, customers had complained about, and FLOW acknowledged, a number of outages and “service degradation” across the service provider’s mobile, fixed-line and television services.
“These continuing service issues raise concerns regarding the adequacy of Flow’s local technical resources and its dependence on external network elements and offshore operations – factors that may be impeding the timely restoration of services and the resilience of local infrastructure,” URCO said in its statement.
It said it was now formally requiring the telecoms operator to provide a comprehensive technical report detailing the causes, network dependencies and mitigation measures in place and being implemented to restore stability.
URCO Interim CEO Sonji Myles said in the statement, “Consumers deserve reliable service and accountability. These recurring outages, especially those that affect access to 911, are simply unacceptable.
“Telecommunications are not a luxury; they are essential to public safety, national security, and everyday life.”
The Compass has reached out to FLOW for a response.
On Saturday, on its social media platforms, FLOW noted it was aware that some of its mobile customers “may be experiencing intermittent service”, and said its technical teams were “working to restore services as quickly as possible”.
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