The Utility Regulation and Competition Office (URCO) is closely monitoring an ongoing
outage affecting Flow’s television services across the Cayman Islands. The disruption,
which began on 14 June 2025 at 1:00 PM, is attributed to a power interruption at Flow’s
regional offshore data centre in Curaçao, which houses and manages the affected TV
systems for several country markets.

URCO CEO Sonji Myles

As of today, updates from Flow Cayman confirm that the issue continues to affect a
significant portion (approximately 1500) of its IPTV subscribers, with restoration delayed due
to software issues and hardware damage at the foreign facility. While mobile voice services
and some IPTV functionalities were temporarily restored using workarounds, full-scale
recovery of all systems has proven elusive. Updates from Flow suggest recovery work is still
ongoing. However, Flow is unable to give an estimated time of restoration.

URCO remains in constant contact with Flow’s technical team, seeking timely updates and
pressing for a swift resolution. However, it is increasingly clear that local technicians are
limited in their ability to resolve these issues directly, highlighting an unacceptable level of
dependence on systems and personnel located outside the Cayman Islands.

“The Cayman Islands is a critical commercial market for Flow and that deserves the same
or greater reliability and resilience over any other jurisdiction,” said URCO CEO Sonji Myles.
“It is deeply concerning that services so vital to our community can be disrupted for days
due to failures in another country – with limited local capacity to respond. We are calling on
all service providers to reassess their infrastructure strategies and ensure that robust
redundancies are in place to protect Cayman consumers. But we will not stop there -it is
time for clearer obligations and enforcement where necessary. This is not just about
technical resilience; it’s about ensuring that consumers are getting the quality of service
they pay for and deserve.’’

While URCO acknowledges that technical failures are, at times, unavoidable, the gaps in
adequate redundancy and disaster recovery protocols are a serious regulatory and
customer service issue. Furthermore, URCO firmly believes that customers should not be
billed for services they are not receiving and will address this directly with Flow, as well as
continue to ensure available consumer protections are enforced under existing legislation,
and also to propose such necessary provisions when lobbying the government to implement
necessary legislative updates to support better service reliability and accountability.

URCO will continue to monitor the situation and provide updates as they become available.
The Office remains committed to ensuring that consumers in the Cayman Islands receive
the reliable services they are entitled to and to holding licensees accountable at all times.