Recent concerns and queries raised by customers

WILLEMSTAD, Curaçao (August 20th, 2020) – C&W Communications, the operators of Flow and UTS, wishes to address the concerns and queries of some of its valued customers as it relates to the recent delivery of services and its overall customer experience

We take this opportunity to reiterate our commitment to delivering the very best connectivity, value and service experience for the people of the Dutch Caribbean

Over the past few weeks, the delivery of our services were twice impacted

In the first instance, customers experienced a loss of internet connectivity due to damage sustained to the company’s subsea fibre network, while in the second instance, customers in Willemstad, Brievengat, Sta Maria and Saliña experienced a complete loss of services due to a fire in Vredenberg which damaged one of the company’s main fibre cables.

While we certainly regret the inconvenience caused, we are actively engaging our industry partners, especially as it relates to the best practices of incident management and recovery.

Separately, we have also received queries about the ongoing migrations from our legacy copper network to the HFC network.

As we strive to deliver market-leading connectivity and entertainment solutions, please know we are treating these migrations as a priority and we reaffirm our commitment to address all concerns raised during this process.

However, it is important to note is that no customer will be disadvantaged as we migrate them to our new and improved network.

As it relates to customer service in particular, we have being experiencing some delay in providing the usual level of service at some of our touch points. However, we are happy to advise that we have bolstered and reinforced our service delivery team in an effort to provide our customers with personalised solutions in the shortest possible timeframe - both remotely and in-person.

Likewise, we ask for cooperation and patience when visiting our retail stores, as we are still operating in accordance with Government-mandated rules which requires the enforcement of strict social distancing protocols.

While this may result in longer than usual wait times, please know we are doing everything in our power to keep our customers, employees and community safe.


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