OfReg opens probe into Flow’s 911 outage

| 28/11/2023 | 18 Comments
Cayman News Service

(CNS): OfReg has opened an investigation into the unscheduled outage of Flow’s fixed-line network last week which impacted 911 emergency calls. While Flow mobile lines to 911 were unaffected by the outage, in a press release the utilities regulator expressed “deep concern” and said an inquiry is now underway.

OfReg Executive Director ICT Sonji Myles met with Flow immediately after the incident to learn about the nature and causes of the outage. The regulator has formally requested Flow to submit a detailed resolution report providing in-depth analysis of the factors contributing to the outage, measures taken for immediate resolution, and a comprehensive plan to prevent such occurrences in the future. 

OfReg is also considering aspects of Flow’s compliance with its licence conditions in regard to delivery of calls to 911.The regulator emphasised the critical importance of uninterrupted access to emergency services and said it was committed to ensuring that service providers maintain the highest standards of reliability and responsiveness in the interest of public safety.

“Outages generally, but especially those impacting 911 services, are a matter of concern,” Myles said. “We are pursuing a comprehensive understanding of the incident. Flow has been very responsive and cooperative, and we expect the resolution report from Flow to shed light on the root causes of the outage, the steps taken to rectify the situation promptly and plans put in place to prevent any reoccurrence in the future.”

Fixed-line networks are still “a critical part of our emergency services infrastructure”, Myles said, adding that OfReg will act to ensure they are properly maintained and protected by operators.

Officials from the regulator will continue to closely monitor the situation and work with Flow to implement necessary measures to prevent similar incidents in the future.

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Category: Business, ICT, Local News, Politics, Private Sector Oversight, utilities

Comments (18)

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  1. Anonymous says:

    C3, Logic, Digicel, and Flow are all equally good at informing customers that there’s outages, issues with cables, planned maintenance work etc…none of them ever discount their massive invoices to show they’re deeply sorry for the inconvenience.


    Ofreg, do something, you toothless, gutless, waste of time entity.

  2. Anonymous says:

    How about launching an investigation into OfReg and see if we can out what they actually do.

  3. Anonymous says:

    how is it we pay so much for such a basic service that barely works?

    • Anonymous says:

      Have you ever called flow to report any line problems..?
      IF the call is Answered , you’ll have reached a school leaver in Jamaica who reads from a script..does not know Cayman , puts you through to someone who is not available and so it goes until you get fed up and put the phone down.
      Flow, we deserve customer service in Cayman.

      • Annonymous says:

        7.08pm The Jamaica will also tell you your service has been “seized” when she means “ceased”. All because the Jamaican (with numerous tattoos) in Cayman who took your payment over the counter didn’t actually apply it to your bill. Took 3 calls & 3 trips to office and 1 week to get service reinstated. Also know of a case where person on $50 pay-as-u-go monthly plan paid twice one month and it took 2 trips to Eastern Ave office, 2 trips to Galleria & 2 trips to Savannah to sort because they’re system couldn’t just apply the extra $50 to the next month.

        • Anonymous says:

          Offreg …any of you taking note of this, or are you just counting your fat pay and stipends. ?

  4. Anonymous says:

    Dear OfReg, please do a probe into Logic’s so called “high speed internet”.

    I am definitely not getting the speed which is advertised, at the eye-watering price they demand each month.

    When you do get hold of someone, they want you to do a hard-wired speed test to verify? WTF…99% of households run on wireless devices now. And a Logic technician told me the hard-wired test is total foolishness anyway.

  5. Anonymous says:

    Yes, Flow’s service is “deeply concerning”!!!

  6. Anonymous says:

    Ok. Deeply concerned about a tempoyoutage on fixed line calls to 911, in a market with one of the highest mobile phone ownership ratios in the world. But not concerned at all about the rip off pricing of services.

  7. Anonymous says:

    Offreg thought process: We need to look like we’re doing something so let’s start a probe. Maybe we can get some funds paid to our political cronies as consultants while we’re at it!!!

  8. Anonymous says:

    Its ridiculous the level of service we obtain in the Cayman Islands yet we are overcharged. This doesn’t happened anywhere else in the world as businesses are held accountable. Nothing will be done with this recent outage.

  9. Anonymous says:

    Goodness. Does Flow still operate here? I thought they had all disappeared long time.

  10. Anonymous says:

    Somebody should open an investigation in to their cables lying all up in the road along the south side of Cayman Brac.

  11. Anonymous says:

    I’ll save you the effort. Root cause: underpaid staff, undertrained staff, lack of concern from management and complacency due to the de facto monopoly they have over our island.

    Simple. They don’t care because they have no reason to care.

    • Anonymous says:

      More like no staff, work previously done by staff now contracted out to the lowest bidder.

      • Annonymous says:

        Got rid of most Caymanian staff to replace them with low paid persons from 3rd world countries. They get what they pay for but we don’t.

  12. Anonymous says:

    Blah! Blsh! Blah!.

    ICTA. legends in their own lunch time.


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