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'We can't take anymore poor service' from VI telecom providers- resident

- residents still not pleased with service providers
February 22nd, 2018 | Tags: rebuild poor service restore Flow progress Julian Fraser
Flow technician rebuilding the network. Customers of all the telecommunication providers in the Virgin Islands are at their wits end about the service given to them. Photo: FLOW
Flow technician working tirelessly to restore the networks. Photo: FLOW
Flow technician working tirelessly to restore the networks. Photo: FLOW
Opposition Member, Honourable Julian Fraser RA (R3) had said the report could not be refuted and was shameful. Photo: VINO
Opposition Member, Honourable Julian Fraser RA (R3) had said the report could not be refuted and was shameful. Photo: VINO
ROAD TOWN, Tortola, VI- In a press release on Tuesday, February 20, 2018, telecommunication provider Flow stated that more than 60 percent of their infrastructure is operational and customers are being reconnected daily.

Meanwhile, their mobile services were approximately 90 percent pre-Irma capacity on the sister islands of Anegada and Virgin Gorda, while rebuilding of the network continues on Jost van Dyke and will improve once the power supply has been stabilised.

"Fixed line and broadband reconnections are now available in select areas at this time. These areas are Road Town, Road Reef, Tobacco Wharf, Pasea Estate, Purcell Estate, Huntums Ghut, Macnamara, Lower Estate, as well as Virgin Gorda and growing," according to the press release.

Reality on the ground: Residents still not pleased

Our newsroom took to the streets to find out from Flow customers what were their experience before and after Irma with the service.

Speaking with a group of Flow customers, one young lady said since hurricane Irma, she has been experiencing interruptions with her mobile service.

"The signal would go in and out. Sometimes there are no bars on my phone. To get proper signal I would have to go to certain places in my house," said the young lady.

"Service should be fast like Usain Bolt" - Sarah D. Williams

Sarah D. Williams, a customer with Flow for at least two years, admitted that she gets by with the internet service from Flow but states that it could be better:

"The services that we have here should be fast like Usain Bolt but all we have is a service that is slow as a snail and makes our work just harder."

"We can't take no more poor service" - resident

"I hear the government say they considering other service providers but if they actually get them, they need to make sure they better than what is here now. We can't take no more poor service. I've had my ups and downs with them at Flow, especially since the hurricane," expressed another resident who wished to remain anonymous.

"I'm fed up with them all" - Mark D. Huggins

Our news reporter was told by Mark D. Huggins, resident and Flow customer, that he is fed up with the services on island overall, adding that he has been a customer for all of them at some point.

"I'm fed up with them all. They were worse before hurricane Irma and Maria, you can just imagine them now. The government needs to step in and do something, anything about them," emphasised Mr Huggings.

Most expensive & underperforming internet services worldwide

In was in November 2017 that an international report that listed the Virgin Islands as having one of the most expensive and “underperforming” internet services worldwide.

Even Opposition Member Hon Julian Fraser RA (R3) had said the report could not be refuted and was shameful.

According to a November 21, 2017 press release by, a broadband, TV and phone comparator, unique news source and consumer champion, over 3,351 broadband packages were recorded and analysed by BDRC Continental and between August 18 and October 12, 2017. It said the study of broadband pricing in 196 countries reveals vast global disparities in the cost of getting online.

The study found that Saint-Martin offers the cheapest broadband in the Caribbean, with an average package price of USD 20.72 per month, with the [British] Virgin Islands (USD 146.05), Antigua and Barbuda (USD 153.78), Cayman Islands (USD 175.27) and Haiti (224.19) at the most expensive end both regionally and globally.

In North America, Canada offers the cheapest broadband on average (USD 54.92), coming in 21 positions ahead of the United States globally (USD 66.17).

Meanwhile, in a previous study, the Virgin Islands was among 139 countries that failed to achieve average speeds above 10Mbps, a speed deemed by telecoms watchdog Ofcom to be the minimum required to cope with the needs of a typical family or small business.

19 Responses to “'We can't take anymore poor service' from VI telecom providers- resident”

  • true. (22/02/2018, 17:43) Like (7) Dislike (0) Reply
    Mark say he is working on it. Its not getting better. If getting worst.. Hope to see some improvement..
  • egg face (22/02/2018, 17:49) Like (12) Dislike (1) Reply
    Flow sucks
    • ha (22/02/2018, 20:10) Like (28) Dislike (1) Reply
      they all suck
      • @Ha. You so right (23/02/2018, 04:29) Like (7) Dislike (0) Reply
        Digicel is very disappointing. A company i bragged and boast about. Now they get very expensive and their Net get worst.. Seems like them to now joined the greedy line of ripping off customers..
  • Local (22/02/2018, 17:52) Like (17) Dislike (0) Reply
    We can beg and plead all year long and listen to empty threats from mark but don’t think for one minute they will actually let any more companies come in and compete against their own interests
  • Street reporter (22/02/2018, 17:59) Like (9) Dislike (1) Reply
    Its bad. Seems like everyone has an escuse for giving us poor service.. Still we pay more.. My hope is that when the back benchers take the government over Frazer become the minister for Labour and communication..Marlon the deputy and the Minister of Finance and works.. Mitch together with Bertie shared the ministry of health and social development, Alvera the minister of Culture and Agriculture.. Fahie the Premier Education and tourism. Delores Junior Minister in trade. Archie continues as Junior Minister of Tourism....That's our new government... The people will welcome that change..
    • @ Street Reporter. Bank bench take over (23/02/2018, 04:35) Like (1) Dislike (1) Reply
      OK.. You not sounding good.. Let suppose Frazer don't want to go along because he wants power. He wants premier or deputy. How would it work?
  • Guest (22/02/2018, 19:14) Like (6) Dislike (0) Reply
    Just for fun do a speedtest at or just to see what speed your getting. Just for laughs and post it back here
    • T'challa (23/02/2018, 06:38) Like (3) Dislike (1) Reply
      Even with Jesus himself laying his hands on my router I couldn't break 1mbs.
  • ??? (22/02/2018, 19:23) Like (5) Dislike (0) Reply
    What landline flow talking about ? They been giving people those hotspot white boxes.

    I live in town and I cant even load a website page.
  • Anegada. (22/02/2018, 19:38) Like (6) Dislike (0) Reply
    No service on Anegada.....
    But they still send out monthly bills. For what i don't know. Since The hurrricanes it have tons of cabbles all over on the road side. But they don'
    And they better do something with the cabble wire that is hanging on my house and shop.
  • simple (23/02/2018, 04:22) Like (10) Dislike (0) Reply
    The service at FLOW has been bad and got worst after the hurricanes. What makes it more frustrating is the problem one has about getting a simple answer to an inquiry at their Road Town Office. The staff most of them are unprofessional or down right rude. Imagine at times the security guard is the one who is upfront trying to say something to you while the so call trained representatives/technicians sit around unconcerned are what is happening around them. Paying $96.50 per month for internet box where the average speed is less than 1mbps is highway robbery and the thing is is hardly better anywhere else. While i am being bombarded with their many advertisements offering so call deals on packages just getting one message on my phone opologising for their poor service and saying that they are working to improve it will make my day.
  • jack (23/02/2018, 05:43) Like (5) Dislike (1) Reply
    Shows another failure of the ndp and Mark.

    When will Dr Smith reshuffle his cabinet?
  • Thank God for life (23/02/2018, 05:51) Like (7) Dislike (4) Reply
    where there is life there is hope. With the category we experience from Irmaria we shall be grateful to be alive to air our views. Poco a poco we will get there. There are many still with out a proper roof and food to eat medication etc .Many have the skills to help in the recovery process but stay away .If we can only volunteer our service things will surely get better.Each area has skilled workers even though they may have their own priorities they can put in a few hours every week to assist . the companies can compensate them by providing meals or discount on their bills etc.Let us help in one way or the other and stop complaining so much.Stop bang your mouths and work your hands and help save our land
    • Guest (23/02/2018, 10:30) Like (4) Dislike (0) Reply
      Messon haul you s**** that's that manipulative line you Tolians always like to come when to cover up the s*** you all want to get away with. Even before Irma these companies were an issue and just because some don't have roofs does not negate THE FACT THAT THE SERVICE IN THE BVI SUCKS AND NEEDS TO BE ADDRESSED.
  • Jill (23/02/2018, 07:29) Like (2) Dislike (0) Reply
    and they still charging you full price for no service they say take it or discontinue your service
  • Pen Tester (23/02/2018, 07:46) Like (8) Dislike (0) Reply
    @ Thank God For Life... while i get where you are coming from, there is also another reality: we can't go into Rite Way and tell them "thank God for life and pick up food stuffs and go out the door without paying and we should get paid for what we work for. Then why are these companies charging customers for 4G service when they are not even offering 3 G service? Isn't that a rip off? Have they considered giving customers a discount in cost due to their slow speed?

    BVI has been boasting about advancement but this is a technological age my friend. Try running an IPTV on these sorts of speed.

    Virgin Islanders has suffered too much! Back when Cable & Wireless was dominating(no we haven't forgot) we paid huge telephone bills..i mean huge telephone bills...and i was a teenager then.

    Digecil can do much better here in the BVI and i do hope that they get their act together soooon because i do use their service in other parts of the Caribbean and their speed is way above 10Mbps.
  • biker (23/02/2018, 11:26) Like (5) Dislike (0) Reply
    I pray for the day in the near future when direct satellite internet is a satisfactory and inexpensive option for all of us in the BVI! Then these awful telecommunication companies here will soon vanish like BVICTV.

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