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Problem
There is no dial tone on my telephone
Possible Solution:
- Check to ensure that the coaxial cable (from outside) is securely attached to the back of the modem and is not cracked or broken. If the cable is cracked or broken please call Flow’s Customer Care Call Centre at 223-FLOW (3569) for assistance.
- Check to ensure that the modem is securely plugged into the electrical outlet.
- Check to ensure that the power and battery lights on the modem are on.
- Check to ensure that your telephone cables are securely plugged in and are not cracked or broken. If necessary, secure the connections and replace the cracked or broken cords.
- Check to ensure that all of the telephone instruments that are connected to the line are hung up properly.
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Problem
There is dial tone on my telephone but I cannot dial out
Possible Solution:
If you are using a cordless phone:
- Check to ensure that there is electricity at the wall outlet where the base for the cordless phone is installed.
- Check the battery indicator on the cordless handset to ensure that the handset is charged.
- Check to ensure that the telephone instrument that you are using is working properly. Try connecting another telephone instrument that you are sure is working, to the modem. If you still cannot dial out then please contact Flow’s Customer Care Centre at 223-FLOW (3569) for assistance.
- Check to ensure that there is no pre-recorded message on your telephone regarding temporary suspension of service. If there is a pre-recorded message on your telephone, then please contact Flow’s Customer Care Centre at 223-FLOW (3569) for further details and assistance.
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Problem:
There is a ‘fast-busy’ signal on my phone
Possible Solution:
- Call Flow’s Customer Care Centre at 223-FLOW (3569) for assistance.
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U-talk Frequently Asked Questions (FAQs)
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Q.
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How do I order U-talk residential voice service from Flow?
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A.
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- Call - 223-FLOW (3569)
- Visit - any Customer Care Retail Centre
- Email -getflow@columbustrinidad.com
- Text - 497-FLOW (3569) or 374-FLOW (3569)
- Online Signup - flowtrinidad.com
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Q.
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Will my U-talk service work when electricity goes?
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A.
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Yes, it will work. Flow provides modems with batteries which provide up to four hours of life after an electrical outage.
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Q.
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How is U-talk voice service different from the landline telephone service I currently have?
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A.
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• All calling features are included in the monthly charge
• Affordable calls to local landlines, mobile phones and international destinations
i. Calls to other landline phones at 18¢ per minute, any day at any time
i. Existing Fixed-to-Fixed calls at minimum 23¢ per call unit and as high as $1.80 per call unit depending on time of day
ii. Calls to mobile phones at 69¢ per minute, any day at any time
i. Existing Fixed-to-mobile calls at 80¢ per minute, Mobile-to-Mobile calls at peak time range from 75¢ to $1.60 per minute
iii. Free unlimited calling to other Flow landline customers.
• All international calls are billed per second.
• Enhanced Caller ID
i. Any Flow customer would see the name of calls from other Flow customers.
• Number Portability
i. Customers relocating to other digital areas are able to keep their phone number.
• Most affordable rates any day and any time
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Q.
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Will I need a special telephone to use my Flow line?
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A.
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No. You can use any ordinary telephone set on your Flow line.
NB. - Cordless phones operating at 2.4GHz and 5.8GHz frequencies may receive interference from wireless WiFi networks that operate on the same frequencies, which may result in the call quality being adversely affected or even calls dropping. If customers wish to avoid interference on their cordless phones, they should choose handsets that do not operate in those frequency bands.
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Q.
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Do the unused minutes in my package rollover to the following month?
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A.
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No, they do not.
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Q.
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How many telephone lines can I order?
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A.
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Each cable modem is capable of providing two telephone lines. A customer has a range of options if two lines are activated. The two lines can either have separate accounts (and thus separate bundles and separate billing for each account) or the two lines could be billed under one account and one set of bundle minutes shared between the two lines. With the latter option, the customer pays for a bundle plus an additional outlet.
See pricing bundles for details. If more than two lines are requested, another modem is required for every 2 lines; 2 modems are needed for 3-4 lines, 3 modems for 5-6 lines and so on.
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Q.
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How can I determine my U-talk telephone number?
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A.
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You can determine your number by attaching any ordinary analog telephone to the activated telephone port on your cable modem, and once you hear dial tone, dial 998. You will then hear an automated voice response informing you of your number.
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Q.
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If I need extensions on a single telephone line provided in multiple rooms throughout my house, can Flow provide this service?
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A.
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No. However, you can contact the following contractor approved by Flow for installation and telephone wiring in your home. K-TEL - 671-7487
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Q.
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Can I have both TSTT and Flow telephone services?
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A.
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Yes, you can.
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Q.
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How is Flow’s U-talk Voice Service different from other Voice over IP (VOIP) providers like Skype, WorldTalk and Vonage?
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A.
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• With the other Voice over IP providers, you need to purchase an Internet connection to get their service.
• Other Voice over IP providers use the Internet to make calls, resulting in varying levels of service. U-talk however uses Flow’s advanced state of the art broadband network to make and receive calls.
• U-talk supports calls to emergency service numbers such as 999 and 555. Other Voice over IP providers do not and cannot.
• U-talk provides its cable modems for its phone and Broadband services with batteries, which will provide up to four hours of operation in the absence of electricity.
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Q.
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Can I order Flow’s U-talk telephone service without ordering Flow’s U-click Broadband Service?
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A.
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Of course you can. You can order Flow U-talk telephone service without ordering Flow’s U-click Broadband Service or even Flow’s U-watch Cable Service. You only have to pay the installation fee as advertised.
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Q.
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Do I need to have, and pay for, another modem if I am ordering telephone service when I already have Internet?
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A.
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No. The cable modem used for Broadband Service is the same used for activating the telephone service. You would not have to pay for installation and for another modem if you already have Broadband service with Flow.
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Q.
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Can I make calls to and receive calls from all other landline and mobile telephone customers of other operators?
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A.
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Yes, you can make and receive calls to and from all other Flow U-talk customers, international destinations and all other fixed and mobile customers in Trinidad and Tobago.
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Q.
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Are there any contractual agreements that would stop me from disconnecting my Flow’s U-talk Voice Service?
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A.
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Flow’s U-talk Voice Service comes contract FREE. Therefore you can sign up or disconnect without any penalty.
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Q.
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What is the additional cost for Voice Mail, Caller ID, Call Waiting and Three-way Calling.
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A.
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There are no additional costs for Voice Mail, Caller ID, Call Waiting and Three-way Calling. These features are all FREE.
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Q.
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Will I need an Internet Connection to use Flow's line to make International Calls? |
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A.
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No. You don't need an Internet connection to make any calls using Flow's U-talk service.
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Q. |
Are there any contractual agreements that would stop me from disconnecting my Flow telephone service? |
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A.
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FLOW’s telephone service comes contract free. Therefore you can sign up or disconnect without any penalty.
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Q.
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Is the Caller ID on TV service Free?
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A.
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No this service will cost $3.00 TT per month and from April 1, 2009 will be available to all voice customers who wish to subscribe to the service.
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Q.
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How do I subscribe to the service (Caller ID on TV)?
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A.
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You can subscribe to the service by:
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Q.
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How do I enable my Caller ID on TV alerts?
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A.
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You can access your Caller ID settings by doing the following:
- Press the Menu button on the remote to launch the Quick Menu
- On the Quick Menu, navigate to the Messages option
- Select the Caller ID option and press Select (OK)
- Caller ID Status – select on or off
- Banner Duration – select short, medium or long
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Q.
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Where will I be able to see the Caller ID alert on my TV?
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A.
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The placement of your Caller ID alert on your TV will vary based on how you are using your cable service.
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Q.
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Caller ID Alert while watching regular programming
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A.
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When an incoming call is received while you are watching your program, the Caller ID Alert will be displayed on the screen with the caller’s name and number or number only along with the option to Exit.
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IMAGE
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Q.
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Caller ID Alert on On-Screen Program Guide
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A.
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When an incoming call is received while you are navigating through the on-screen guide, a Caller ID Alert will be displayed on the screen with the caller’s name and number (Flow customer) or number only (non-Flow customer).
- You will have the option to close the Caller ID window by pressing Exit on the remote
- The notification banner will be timed out and removed from the screen if it is not closed within 10 seconds
- You will not be able to change the position of the notification banner for the On-Screen User Guide. When you receive multiple calls in a row, the new notification banner will replace the old banner
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Q.
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Will the Caller ID Alert be included in my PVR recordings?
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A.
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Caller ID on TV Alerts will not be included in your PVR programming. If you are currently watching a PVR recorded program, new alerts will display, however, previously received (while recording) alerts will not display.
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Q.
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How do I access the settings for my Caller ID to TV application?
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A.
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The Caller ID Alert Setup screen will provide you with different options for managing your Caller ID Settings. You can access and manage your Caller ID settings by doing the following:
- Press the Menu button on the remote to launch the Quick Menu
- On the Quick Menu, navigate to the Parental Control option
- Select the Caller ID option and press Select (OK)
- Caller ID Status – select on or off
- Banner Duration – select short, medium or long
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Q.
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Can I change the position of the Caller ID Alert banner on my television?
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A.
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No the position of the banner is static
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Q.
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If I disable or snooze the Caller ID service on my handset, will the service automatically be disabled on my TV?
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A.
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No, this will not affect your Visual Caller ID as it is independent of your handset.
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Q.
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If there is an issue with the Caller ID on TV, will there be an interruption to my regular digital voice service?
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A.
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No your Visual Caller ID is just a video presentation of your normal caller ID. If it stops your voice service will not be affected.
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Q.
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Why am I unable to get the Visual Caller ID service if my neighbour has it?
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A.
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Several reasons may cause this ranging from equipment; the fact that you may not have the same services that your neighbour has which enables him to activate the service or you may not be subscribed to the service.
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Q.
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What are the requirements for the Visual Caller ID on TV applications?
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A.
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To access the Visual Called Id service you must be a Digital subscriber to both Flow’s U- Watch and U- Talk services.
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Q.
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Can I view my call history?
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A.
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Yes, by entering the Caller ID menu on your set top box you can view up to 30 records.
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Q.
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What can be done if the caller ID does not display on a customer’s screen?
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A.
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The first step would be to verify that the VCID service is turned on.
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To do this, follow the steps below:
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1. Using the Remote Control, select the Menu button
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2. Select the Messages option
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3. Select the Caller ID option
- Within this option you will be able to view the following:
- Caller ID Status
- Banner Duration
- Call History
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4. Verify that the Caller ID status is turned on.
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After verifying that the Visual Caller ID setting is turned on at the DCT level and the service still does not work call our Customer Care Centre at 223-FLOW (3569)
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Q.
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What is Flow Connect?
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A.
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Flow Connect is new U-talk service package for U-talk residential customers that allow your family and friends that live abroad to call you at their local rate.
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Q.
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How does Flow Connect work?
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A.
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Flow Connect allows you to select a package based on your current U-talk package to which you can add this feature. You will be allowed to select up to four international numbers in the countries where your friends and family reside. This selected international number allows the respective caller to call you at their local rate instead of being charged at an international rate. Please note that there will be a separate charge for each number selected
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Q.
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How is it different from any of the other flow U-talk packages?
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A.
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Other U-talk packages affect the cost of your outgoing calls. The Flow Connect service is an inbound service only which lets others overseas call you at reduced rates.
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Q.
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Why should I get Flow Connect?
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A.
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Flow Connect is especially useful for persons with children or family overseas who would like them to be able to call home whenever they want for free, or at a cost significantly less than an overseas call.
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Q.
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Do I have to pay extra if I receive calls from abroad?
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A.
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No. You can receive an unlimited number of incoming calls for no additional charge.
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Q.
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What Flow Connect packages are available?
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A.
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Below are the packages that are offered based on the U-talk package that you have:
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U-Talk as you Go
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U-Talk de Talk
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U-Talk till you Drop
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USA / CAN / UK
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$99.99
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$59.99
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$39.99
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All other Available Countries
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$199.99
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$149.99
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$129.99
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One-time set up fee: $39.99
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Q.
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Is this a separate U-talk package?
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A.
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Yes this is a separate U-talk package that is added to your present U-talk package.
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Q.
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How is it different from the “U-talk till U drop package”?
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A.
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The U-talk Till U Drop allows you to make an unlimited number of outgoing calls while Flow Connect lets you receive incoming overseas calls while at the same time eliminating or reducing the toll charges for the person calling you
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Q.
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If I request multiple international numbers, can they be from both Group 1 and Group 2?
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A.
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Yes they can.
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Q.
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Is it cheaper for me to call or for the person to call me?
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A.
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This would depend on their location and the local rates charged there. Generally, if the person is in the same area code as your FLOW Connect number, their telephone provider will usually let them call for no additional charge.
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Q.
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Will the rates that my family members are charged differ depending on the times they call me? |
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This depends solely on their telephone provider and the service plan they have subscribed to.
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Q.
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Do I need to have broadband service to use the system?
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A.
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No you don’t but you do have to have a U-talk package.
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Q.
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Is there a limit to the number of people I can add?
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A.
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Yes. You can add up to 4 international numbers to the package.
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Q.
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Can other services be used during a Flow Connect call such as three-way calling, etc?
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A.
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Yes you can use other U-talk features such as call waiting, three-way calling, etc.
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Q.
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How do I sign up for Flow Connect?
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A.
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Simply call 223- FLOW (3569) or email us at getflow@columbustrinidad.com or visit our website at flowtrinidad.com.
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Q.
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Would I be able to make calls on that International number?
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A.
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No this service is only for incoming calls to only
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Q.
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Can I have more than 1 Flow Connect package?
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A.
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You can only have one Flow Connect package per U-talk line but you can have up to 4 Flow Connect overseas numbers assigned to that line.
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Q.
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If I have 2 Flow phone numbers on one account does the Flow Connect package apply to both numbers?
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A.
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No. Each FLOW Connect package applies to only one number. If you require the service on more than one FLOW number then you need to apply for separate FLOW Connect packages.
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Q.
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Can I receive calls from anywhere in the world?
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A.
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Yes you can but the maximum benefit would be derived from receiving calls within the same area code as your Flow Connect number as these are free in many cases.
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Q.
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What are the other countries available?
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A.
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In addition to the United States, Canada and the United Kingdom, FLOW Connect numbers are available in the following countries:
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ARGENTINA
AUSTRALIA
AUSTRIA
BAHRAIN
BELGIUM
BRAZIL
BULGARIA
CHILE
CYPRUS
CZECH REPUBLIC
DENMARK
DOMINICAN REPUBLIC
EL SALVADOR
ESTONIA
FINLAND
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FRANCE
GERMANY
GREECE
HUNGARY
IRELAND
ISRAEL
ITALY
JAPAN
LATVIA
LITHUANIA
LUXEMBOURG
MALTA
SLOVENIA
MEXICO
NETHERLANDS
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NEW ZEALAND
NORWAY
PAKISTAN
PANAMA
PERU
POLAND
PUERTO RICO
ROMANIA
SINGAPORE
SLOVAKIA
SPAIN
SWEDEN
SWITZERLAND
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Q.
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What are the area codes available?
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A.
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To find specific details on the international area codes available please visit the following site: http://eforms/provisioning/flowconnectform.asp and use the search function
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Q.
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Am I limited to the number of people that I can receive calls from in the package?
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No. You can receive calls from any number of people worldwide.
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Q.
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Will I get a separate bill for Flow Connect?
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A.
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No. The monthly cost of your Flow connect package will be included in your current bill.
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