Regulator Taking Action Following Flow Service Outages Affecting Consumers and Emergency Calls

The Utility Regulation and Competition Office (URCO) issues this statement to advise the public that it is aware of and is actively engaging Flow in response to ongoing service disruptions affecting customers across the Cayman Islands - including outages being experienced today which is impacting some consumers’ ability to reach 911 emergency services.

Given the seriousness of this current matter, and the persistent pattern of service quality experienced in recent months, URCO has intensified its regulatory engagement with Flow to ensure that the underlying causes are identified, addressed, and not repeated.

Over the past several months, consumers have reported and Flow has acknowledged ongoing outages and service degredation across its mobile, fixed-line service, and television services. These continuing service issues raise concerns regarding the adequacy of Flow’s local technical resources and its dependence on external network elements and offshore operations - factors that may be impeding the timely restoration of services and the resilience of local infrastructure.

The Office has formally required Flow to provide a comprehensive technical report detailing the causes, network dependencies, and mitigation measures inplace and being implemented to restore stability.

URCO Interim CEO, Mr. Sonji Myles, stated:

“Consumers deserve reliable service and accountability. These recurring outages, especially those that affect access to 911, are simply unacceptable. Telecommunications are not a luxury; they are essential to public safety, national security, and everyday life.

We are ensuring that the necessary corrective actions are taken, that accountability is enforced, and that the system consumers depend on are strengthened for the future. We are focused on cleaning up long-standing issues and ensuring residents inclusive of the business community can trust their essential services.”

URCO will continue to monitor Flow’s response and performance closely and will take all appropriate regulatory measures within its mandate to ensure that these matters are resolved comprehensively.