KINGSTON, Jamaica — The Broadcasting Commission has found Flow and Digicel in breach of their subscription television licences after concluding that their handling of channel and programming changes in late 2025 amounted to substandard customer service.

According to a release on Tuesday, the commission completed its review of the programming changes and determined that the operators’ treatment of subscribers demonstrated significant shortcomings that constituted substandard customer service.

The commission found that Flow relied almost exclusively on email to communicate the changes, despite its own engagement data showing that the majority of customers did not open the messages. In November 2025, 68.5 per cent of delivered emails were unopened, while 64.1 per cent were unopened in December. Some emails were also undelivered because of inactive or incorrect addresses.