Flow ‘legally obligated’ to change channel line-up

Following widespread public dissatisfaction with changes made to its packages, Flow officials have revealed that certain changes had to be made because many of the more popular channels previously available are “not available for broadcast in the Caribbean.”

According to country manager Christopher Gordon, the cable television provider -{{more}} which is a subsidiary of Columbus Communications – has to ensure that its content is cleared to be broadcast in St Vincent and the Grenadines and the region.

“Our corporate responsibility is to ensure that we are on the right side of matters like this,” he explained.

Shelly Ann Hee Chung, vice president of sales and marketing (Eastern Caribbean), pointed out that many years ago when Columbus Communications acquired Trinidadian cable TV company CCTT, it fell afoul of US channel HBO because it was still transmitting HBO content even though it was prohibited.

Hee Chung further explained that HBO publicly branded the company as “pirates of the Caribbean”.

“We had to bite the bullet on that,” she said. “Fast forward nine years and we now have a fantastic relationship with HBO.”

Hee Chung went on to say that discussions regarding content and programming are ongoing, and that as developments are made between Flow and regional and international channels, changes would be made in future.

“As content becomes legal within the region… we will continue to add,” she promised.

The Flow official confirmed that as of June 16, 2014, 26 channels were axed from the lineup (such as USA, AXN, GSN, MSNBC and CW11), but that 28 channels were added. Spike TV and Comedy Central were initially discontinued, but two weeks ago became legal to transmit in this region and, therefore, are back in the lineup.

Country manager Christopher Gordon acknowledged that although his company tried its best to notify customers of these changes well in advance, they did not totally succeed in doing so.

“We will look at other methods of communicating: more effective methods of reaching persons to make sure they understand,” he assured.

Director at the National Telecommunications Regulatory Commission Appollo Knights explained that although there is no legislation to cover changes in “unregulated” services such as cable television, he believes that Flow could have been “more forthcoming with the public.”

Knights further added that the NTRC’s input in this matter more deals with package pricing rather than channel lineup. He said that a meeting was scheduled between his organisation and Flow to discuss ways of rectifying the issue.

“There’s a process to be followed and change doesn’t happen overnight,” he pointed out. “It will take time for Flow to make changes if they decide to.”

In regard to customer accusations of unfair price increases, both Gordon and Hee Chung were “confident” that once customers fully understand the options available to them, they will realise that they are actually getting value for money.

“Whenever changes are made… there’s always a period in which you question why the change was made,” said Gordon. “People don’t know what’s on the channels so we have a job to educate.”

Gordon highlighted a new service that Flow offers called “Flow Your Own”, which costs $20 extra (on top of a basic package – the cheapest of which is $65) and entitles the customer to eight channels of his/her choice. These channels can be selected from those available in the optional packages.

Gordon pointed out that what Flow currently offers affords customers choice and flexibility in packages and payments.

Hee Chung said that the reality of the matter is that Flow would never be able to cater to each customer uniquely, but is determined to satisfy the majority, however long it takes.

Gordon also added that in terms of customers being switched over to the new receiver boxes which support Flow’s service, it could take as long as 18 months to ensure all customers have received theirs.