Broadband Modem & Optical Network Terminal (ONT) maintenance and replacement programme
Flow broadband customers will now be able to enjoy the benefits of our newly introduced modem/ONT maintenance and replacement programme. For just $2 per month (being reviewed for changes) you will not have to worry about the replacement cost of your broadband modem/ONT, we will ensure it is working.
Effective August 1, 2017 our existing and new residential broadband customers will see a $2 modem/ONT rental charge (being reviewed for changes) on their bill.
How it works
If you are having an issue with your broadband service please report the fault immediately to our 24 hour customer service center by calling 1-800-804-2994. Please make note of the fault number provided as this is your tracking number for the issue you reported.
Our technical service department will be in touch within 8 business hours (Monday to Saturday, 8am to 6pm). It will be determined at that time whether our technicians can solve the issue remotely or whether a field technician will need to visit your home to review and solve the issue.
If the problem found is because of a defective or damaged modem/ONT as a result of normal wear and tear then it will be replaced at no cost to you.
Our modem/ONT maintenance and replacement program covers up to two (2) modem/ONT replacements within 12 months.
Devices showing damage as a result of an accident, water, tampering, physical damage cause by the user or, serial numbers removed are not covered by this program. In these instances, replacement of the modem/ONT will be at the full retail value of $150 for the device.