(Kingston, Jamaica: 2024 August 29) Following customer complaints about the continued receipts of bills without service, the two major telecommunication providers, Digicel and Flow have confirmed with the Office of Utilities Regulation (OUR) ‘no usage charge’ for the period of interruption since Beryl, for customers whose service is unrestored.
However, all customers who have had service prior to and after Beryl are required to pay the charges on their bills.
Cable & Wireless Jamaica Ltd. and Columbus Communications Jamaica Ltd. (FLOW) is informing its customers without service since Beryl that:
- Their bills should not reflect any usage charges for the period of interruption.
- The rental charges that are billed to customers’ accounts despite the service interruption are a function of FLOW’s billing system and will be reversed once service is restored.
- Customers will not lose their number if they do not pay the rental charges applied during the period of service interruption.
FLOW has also said that its fixed service customers who had service interruptions for more than seventy-two (72) hours because of the hurricane, will benefit from a one-time rebate. This one-time rebate will be automatically applied to customers’ bills immediately following service restoration.
Digicel has confirmed that:
- Bills for customers that were out of service should not reflect any usage charges for the period of interruption since Beryl.
- For postpaid mobile and Digicel Plus customers, rebates will be applied to account holders who lost service, based on the number of days lost.
The OUR is urging customers of the telecommunications providers to …
Contact the OUR immediately if:
- You are not satisfied with your utility providers’ response.
- You are told to pay the bill or the service will be disconnected.
- You receive no response within 30 working days.
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Contact OUR’s Public Affairs Unit: publicaffairs@our.org.jmor 876-968-6053
OUR Consumer Contact Details:
Office of Utilities Regulation
3rd Floor, PCJ Resource Centre
36 Trafalgar Road
Kingston 10
Tel: 876-968-6053
E-mail: consumer@our.org.jm
Website: www.our.org.jm
Facebook.com/officeofutilitiesregulation
https://x.com/theourja
Toll Free from land lines: 888-CALL-OUR (2255-687)
