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 customer’s 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 customer’s 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.
Consumers are encouraged to provide the following information when submitting a complaint:
- Name and contact information;
- Service provider;
- Type of service affected, such as mobile, internet, broadband, or fixed line;
- Location where the issue is occurring;
- Description of the problem;
- Dates and times when the issue occurred;
- Any reference number previously provided by the service provider; and
- 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.
Complaints Email: complaints@tcitelecommission.tc
Website Link: https://telecommission.tc/consumer-help-center/#compliant
WhatsApp: (649)-232-3471
Office location:
Address: 872 Business Solutions Building, Leeward Highway, Providenciales
Phone: +1 (649) 946-1900
Fax: +1 (649) 946-1119
Email: info@tcitelecommission.tc
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.
