01/07/2026
๐ฃ๐ฅ๐๐ฆ๐ฆ ๐ฅ๐๐๐๐๐ฆ๐
๐ง๐ฒ๐น๐ฒ๐ฐ๐ผ๐บ๐บ๐๐ป๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐ ๐๐ผ๐บ๐บ๐ถ๐๐๐ถ๐ผ๐ป ๐จ๐ฟ๐ด๐ฒ๐ ๐๐ผ๐ป๐๐๐บ๐ฒ๐ฟ๐ ๐๐ผ ๐ฅ๐ฒ๐ฝ๐ผ๐ฟ๐ ๐ฆ๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ ๐๐๐๐๐ฒ๐ ๐ง๐ต๐ฟ๐ผ๐๐ด๐ต ๐ข๐ณ๐ณ๐ถ๐ฐ๐ถ๐ฎ๐น ๐๐ผ๐บ๐ฝ๐น๐ฎ๐ถ๐ป๐ ๐๐ต๐ฎ๐ป๐ป๐ฒ๐น๐ ๐ฃ๐ฟ๐ผ๐๐ถ๐ฑ๐ฒ๐ป๐ฐ๐ถ๐ฎ๐น๐ฒ๐, ๐ง๐๐ฟ๐ธ๐ ๐ฎ๐ป๐ฑ ๐๐ฎ๐ถ๐ฐ๐ผ๐ ๐๐๐น๐ฎ๐ป๐ฑ๐
The Turks and Caicos Islands Telecommunications Commission has taken note of the growing number of public concerns being raised regarding mobile, fixed broadband, and internet services across the Turks and Caicos Islands.
The Commission is aware that customers of both Flow and Digicel have experienced service challenges in some areas, including weak mobile signal, slow internet speeds, dropped calls, limited broadband capacity, and service congestion. The Commission understands the frustration of consumers who are paying for telecommunications services and expect those services to be reliable, accessible, and of good quality.
The Commission wishes to assure the public that these concerns are being taken seriously. The Commission, together with the Minister responsible for Telecommunications, has recently met with both Flow and Digicel to discuss service quality, network performance, customer concerns, and the steps being taken by the operators to address these issues.
Both operators have indicated that they are actively working to improve services throughout the islands. However, some of the challenges vary by location. In the family islands, service issues are often linked to limited broadband capacity and the absence of domestic fiber infrastructure. In Providenciales, where development and population growth have increased demand on the networks, some service issues are linked to network congestion. Addressing these challenges requires continued investment in network expansion, additional tower sites, and the ability to secure suitable land to improve cellular coverage.
The Commission has also found that some fixed broadband complaints are linked to issues within the customerโs home or package selection. In some cases, customers may be subscribed to packages that do not provide enough bandwidth for activities such as streaming, video calls, online gaming, or multiple users in the home. In other cases, internet performance may be affected by poor Wi-Fi coverage inside the building, the need for Wi-Fi extenders, or applications using data in the background without the customerโs knowledge.
Where formal complaints have been submitted to the Commission, the Commission has investigated them and worked with the service providers and consumers to resolve the matters. However, many consumers continue to raise concerns only through social media, friends, or family, without filing an official complaint. While public comments help to highlight general concerns, they do not always provide the Commission with the specific information needed to investigate and resolve individual service issues.
The Commission therefore urges all consumers experiencing telecommunications service problems to use the official complaint process. This allows the Commission to properly record, investigate, follow up with the service provider, and ensure that the matter is addressed.
๐๐ผ๐ป๐๐๐บ๐ฒ๐ฟ๐ ๐ฎ๐ฟ๐ฒ ๐ฒ๐ป๐ฐ๐ผ๐๐ฟ๐ฎ๐ด๐ฒ๐ฑ ๐๐ผ ๐ฝ๐ฟ๐ผ๐๐ถ๐ฑ๐ฒ ๐๐ต๐ฒ ๐ณ๐ผ๐น๐น๐ผ๐๐ถ๐ป๐ด ๐ถ๐ป๐ณ๐ผ๐ฟ๐บ๐ฎ๐๐ถ๐ผ๐ป ๐๐ต๐ฒ๐ป ๐๐๐ฏ๐บ๐ถ๐๐๐ถ๐ป๐ด ๐ฎ ๐ฐ๐ผ๐บ๐ฝ๐น๐ฎ๐ถ๐ป๐:
1.Name and contact information;
2.Service provider;
3.Type of service affected, such as mobile, internet, broadband, or fixed line;
4.Location where the issue is occurring;
5.Description of the problem;
6.Dates and times when the issue occurred;
7.Any reference number previously provided by the service provider; and
8.Screenshots, speed test results, or other supporting information, where available.
The Commission reminds consumers that service providers should first be given the opportunity to address the complaint directly. However, where the matter is not resolved, or where the consumer is dissatisfied with the response, the complaint may be escalated to the Commission through its established complaint channels.
๐๐ผ๐บ๐ฝ๐น๐ฎ๐ถ๐ป๐๐ ๐๐บ๐ฎ๐ถ๐น: [email protected]
๐ช๐ฒ๐ฏ๐๐ถ๐๐ฒ ๐๐ถ๐ป๐ธ: https://telecommission.tc/consumer-help-center/
๐ข๐ณ๐ณ๐ถ๐ฐ๐ฒ ๐น๐ผ๐ฐ๐ฎ๐๐ถ๐ผ๐ป:
Address: 872 Business Solutions Building, Leeward Highway, Providenciales
Phone:+1 (649) 946-1900
Fax: +1 (649) 946-1119
Email: [email protected]
The Commission remains committed to protecting consumers, promoting reliable telecommunications services, and ensuring that licensed operators meet their obligations to the people of the Turks and Caicos Islands.
The public deserves quality service, and the Commission will continue to work with all service providers to improve network performance, expand coverage, and address service complaints across the country.
