Flow | Turks and Caicos | tci1815849455| FAQ

How do I upgrade my phone to LTE?

Customers may purchase a phone at an affordable price at our Flow store.

Why will my 3G Phone stop working while roaming in the USA?

Your 3G phone and other 3G devices will no longer work on the major mobile carriers in the USA as a result of the decommissioning of their 3G technology which will be phased out across the networks during 2022. This will be effective as at the following dates:

Network	Termination Date
AT & T	February 22, 2022
T-Mobile	July 1, 2022

Will the changes affect both prepaid and postpaid with 3G devices?

Yes. All prepaid and postpaid services on 3G devices in the US will be impacted – voice, data and SMS.

Will I be able to I use my 4G LTE or 5G devices for roaming data service in the USA?

Yes. If you have 4G LTE or 5G devices you will still be able to use your device to access data roaming services in the 4G LTE or 5G network coverage areas. This means that customers will still be able to use their mobile apps to make calls, send texts, check emails, browse and watch content.

Will I be able to use my 4G LTE or 5G devices for traditional voice roaming?

In order to access traditional voice roaming on 4G LTE or 5G networks , you will need to have a VoLTE (Voice over LTE) capable 4G LTE or 5G device. This is the functionality that makes it possible for voice quality calls to be made over the LTE/4G mobile network. This feature will need to be activated on the device in order for you to be able to make these calls.

At this time, we are in the process of improving our network to implement the VoLTE capability to facilitate traditional voice calling while in the USA. We will update our website as soon as it is available.

Will my current SIM card work on VoLTE?

Most recent 4G/LTE SIM cards will work with VoLTE. To check if you have an LTE SIM, dial *555# and the SIM status will be displayed on your phone. However, if you are unsure, please call our contact centre and speak with a representative by dialing 100 for consumer or 1-800-744-0222 for business.

What do I need to do to ensure that I can continue communicating while in the USA after the 3G networks have been shut-down?

Upgrade your device from 3G to a 4G LTE or 5G one that supports VoLTE
Upgrade your SIM card to an LTE SIM
Ensure that you subscribe to a suitable roaming package before departing
When the VoLTE functionality is available on our network:
- Ensure that VoLTE feature in your device is activated and updated with the latest version
- Ensure that VoLTE is switched on prior to travelling

What is the Handset models that support CWC VoLTE Roaming Feature?

SAMSUNG
Model Name	Model Code	Volte	VoWifi
Galaxy S22 Ultra	SM-S908E	Yes	Yes
Galaxy S22+	SM-S906E	Yes	Yes
Galaxy S22	SM-S901E	Yes	Yes
Galaxy A13	SM-A135M	Yes	Yes
Galaxy A23	SM-A235M	Yes	Yes
Galaxy A03 Core	SM-A032M	Yes	Yes
A02	SM-A022M	Yes	Yes
A02s	SM-A025M	Yes	Yes
A10	SM-A105M	Yes	Yes
A10s	SM-A107M	Yes	Yes
A11	SM-A115M	Yes	Yes
A12	SM-A125M	Yes	Yes
A12	SM-A127M	Yes	Yes
A20s	SM-A207M	Yes	Yes
A21s	SM-A217M	Yes	Yes

SAMSUNG
Model Name	Model Code	Volte	VoWifi
A22	SM-A225M	Yes	Yes
A31	SM-A315G	Yes	Yes
A32	SM-A325M	Yes	Yes
A50	SM-A505G	Yes	Yes
A51	SM-A515F	Yes	Yes
A52	SM-A525G	Yes	Yes
S20 FE	SM-G780F	Yes	Yes
S9	SM-G9600	Yes	Yes
S9+	SM-G9650	Yes	Yes
S10	SM-G973F	Yes	Yes
S20+	SM-G985F	Yes	Yes
S21	SM-G991B	Yes	Yes
S21+	SM-G996B	Yes	Yes
NOTE 20	SM-N980F	Yes	Yes
NOTE 20 ULTRA	SM-N985F	Yes	Yes

Apple

Apple computer support IMS, to enable
VoLTE Roaming you must have iOS 15

Previous version support VoLTE from
iPhone 7 onwards

Other Android

They require SW adaptation to support
VoLTE and VoLTE Romaing

Adaptation are being worked on with
Alcatel, ZTE, etc

What is the difference between copper and fiber technology?

In former years, copper was the standard technology in the telecommunication sector due to its excellent voice transmission. However, with the demand for greater bandwidth to deliver faster internet speeds, fiber optics has proven to be more efficient and reliable. Our goal is to deliver a 100% fiber network throughout the Turks and Caicos by the end of this year.

Virtual Store

Dear Valued Customer:

We are excited to be able to fulfill our promise of a better broadband and mobile experience for our customers in Grand Turk.

We know that the ongoing upgrades have at times interrupted or degraded our service levels and we thank customers for their continued patience and loyalty to our brand.

To this end we wish to direct customers in Grand Turk to use our Virtual Retail Store as a safe and secure option for:

Service inquires
Fault reporting
Contacting our Virtual Stores is easy; email us directly at the store addresses provided or add our WhatsApp number to your contacts.
A dedicated sales representative will be ready to assist you during store hours from 8:30am to 4:00pm, Mon-Fri.

Store	WhatsApp Number	Email
Grand Turk	649-242-3569649-242-3569	[email protected]

Making a fault report ensures that your service request is received and resolved in a timely manner by our Customer Experience department.

AVOID USING THESE METHODS TO REPORT A FAULT:

Speaking with a technician
Posting a comment to social media
Sending an SMS to an employee

We will make every effort to reply to all requests in a timely manner.

Sincerely,

Demeika Quant-Hamilton

Head of Retail Sales

Notification about WAP and MMS Services

Dear Customer,

As of July 1, Flow will no longer support picture messaging sent via SMS/MMS services, or WAP services. We would like to recommend that you use WEB browsers to access the Internet once we stop supporting WAP or WAP services.

We understand that this change may impact how you use our services but we continue to support other channels that make sharing easier.

Thank you for being a Flow customer!

Sincerely,

Your Flow Team

Why I’m seeing an alert or error message when I tried to send a message?

As of July 1, Flow will disconnect SMS/MMS services, which mean that messages that contain images won’t be able to be sent using our SMS service. You will still be able to continue using our SMS service for regular text messages. Try using messaging apps from the app store to share with friends and family.

If you are an iOS user:

iMessage: continue using your iMessage service to send multimedia files or text messages, as long as it is available. If you have set the option “Send as SMS” in case iMessage is not available, that message will be only sent if it does not contain any multimedia file. If there are more than 160 characters in your message, please be advised that messages will be concatenated and you will be charged based on the number of concatenated messages sent.

SMS: text messages without multimedia files will be sent as a SMS. Messages with more than 160 characters, will be sent as concatenated messages.
MMS: in the past, when iMessage was not available or you were sending a multimedia file, the message was sent as a MMS. MMS is no longer supported in the Flow network.
Group Messages: in the past, when you created a group message and not all of your recipients had iMessage or your iMessage was not available, the message was sent as a MMS. Please be advised that if iMessage is unavailable, you will be charged based on the number of recipients included in your message, also messages to recipients that do not have iMessage will be charged. Each recipient will receive the SMS and the sender will be charged for the total SMS sent.

What are ‘Concatenated SMS’? When you send an SMS message over 160 characters, the message will be split into multiple SMS. Large messages are segmented into 153 character segments and sent individually then rebuilt by the recipient’s device. For example, a 161-character message will be sent as two messages, one with 153 characters and the second with 8 characters.

iOS Messages setting screen