M. Barnard & Cable and Wireless(Flow)



  1. Complaint

On February 17, 2022, Mr. Martin Barnard of Montreal Gardens (past Richland Park) submitted a complaint form 1 against Flow indicating that for the past 12 years he has had little to no service with his cell phone, there is no signal unless you go outside the house and when you do go outside the service barely works. Mr. Barnard indicated that there is a line down and lying in the gutter since about 2 years ago and since then they have not had any proper internet service. Mr. Barnard indicated that when he inquired with Cable and Wireless, he was told that it was a fiber optic line that was damaged in a hurricane. He also indicated that multiple reports were made to Cable and Wireless about the dropped wire but there was nothing done in relation to the wire. Mr. Barnard also indicated the internet often does not work, but when it does work it is very poor and the signal strength is not good enough to get anything done online.


On March 28, 2022, Mr. Barnard filed a complaint form 2 to the NTRC requesting a tribunal as he is not satisfied with the response from Flow and how they handled the matter.


2. Decision of the Tribunal

Flow has agreed to offer Mr. Barnard a credit on the outstanding bills and balance of EC$502.00 due on account #79000555XXXX up to the period of October 1, 2022. Flow will also provide Mr. Barnard and the tribunal with a breakdown of the bills for the services being paid for the period June 2022- September 2022 by September 30, 2022. Flow will also have a technician visit Mr. Barnard’s residence by September 30, 2022, and do some mobile tests on the call signals and test the internet speed as well as have a team visit the Belmont tower site to assess if any adjustments can be made to the antennas to improve the cell services.