Internet service provider Flow says a damaged subsea fiber was responsible for the widespread service disruption that affected customers in Saint Lucia and parts of the Eastern Caribbean between Sunday evening and Monday afternoon.
In a statement issued on Tuesday, June 23, the telecommunications company confirmed that all services had been restored and assured customers that no further interruptions are anticipated.
“Flow wishes to advise customers that all services have been fully restored following a total disruption of services between June 21 and 22,” the company said.
The outage, which disrupted connectivity for residential, commercial and business users island wide, prompted Flow to activate its regional disaster response mechanisms as technicians worked to identify and resolve the issue.
According to the company, investigations determined that the disruption originated beneath the sea.
“Our investigation revealed that the disruption stemmed from a damaged subsea fiber,” Flow stated.
The company explained that the effects extended beyond Saint Lucia because of the interconnected nature of its network infrastructure across the region.
“Due to the interconnected nature of our regional infrastructure, this issue also affected connectivity in Dominica and Grenada, leading to varying levels of service disruption,” the statement noted.
Flow said that, with repairs completed and systems stabilized, customers should not expect additional interruptions.
“We do not foresee any further service interruptions at this time,” the company said.
Acknowledging the inconvenience caused by the outage, Flow announced that customers would receive rebates as a gesture of goodwill.
“Flow recognizes the impact this outage has had on our valued customers, and as a gesture of goodwill, a rebate will be automatically applied to all customers’ accounts,” the company said.
The telecommunications provider outlined how the rebates would be distributed among its various customer groups.
“Prepaid customers will receive complimentary credit, and our Business customers will receive individual notices regarding their rebate,” the statement added.
Flow also expressed appreciation to customers who endured the disruption while restoration efforts were underway.
“We are grateful for our customers’ patience and understanding during this rare and challenging time,” the company said.
The company encouraged customers seeking additional information and updates to monitor its official social media channels.