Digicel Prime Bundles FAQs

Digicel Prime Bundles

Frequently Asked Questions

Frequently Asked Questions

 

1. First off, what is a Digital Operator?

You’ve heard about how we’re going all in on digital, right? Well, it’s our job to meet you where you are.

As a mobile operator, we sold minutes and MBs, now, as a Digital Operator, we’re all about delivering digital experiences and engagement - we’re making that happen 1440 minutes of each day.

This means always being there, always on and always having something to offer you – no matter what you’re into. Whether it’s Sports, Music, News, Messaging, Marketplaces, Radio, and Podcasts – we have something for everyone, every minute of every day.

 

2.      How are we showing customers what Digital Operator means?

So, we’ve agreed that we’re a Digital Operator, and we understand what that means. Now, how do we show you what that means?

The first major move in our new Digital Operator and Customer Relationship is providing you with an opportunity to upgrade to our NEW Digital Prime Bundles

That means we’re enabling you to enjoy all of the digital engagement, digital experiences and data you could possibly wish for. Say hello to our all-new Digicel Prime Bundles.

Put simply, the Prime Bundles are our future. Our Digital Operator future.

 

3.      Sounds interesting! Tell me about those Prime Bundles.

Our Digital Operator promise to you is simply MORE, 1440 minutes of each day, and our all-new Prime Bundles do just that. Here’s how: We’re giving you BRAND NEW exciting Digital Bundles which include 5 Apps, each with its own data allocations.

Our Prime Bundles feature FIVE Digital Apps. BiP for messaging, video calls, gaming and marketplaces, LOOP for news, and GoLoud for Radio and Podcasts - each with its own super generous data allotment so you can feel, touch, experience and enjoy them as you live your digital lives. However, that’s just the start; our Prime Bundles also feature free access to live sports streaming with SportsMax and to Digicel’s self-care destination, MyDigicel app.

Not only that, with our Prime Bundles, we’re making sure you enjoy more of the things you love, with even more data.

Whatever you’re into, we have a digital experience for you. This means you get to do more, experience more, learn more, laugh more, make more, share more, listen more and play more together with Digicel.

 

4.      Why are the Digital Prime Bundles more expensive than the OLD bundles?

We are all about giving you MORE. Our Digital Prime Bundles have more value through LARGE data allocations paired with a lineup of exciting and useful Apps

 

5.      Are all customers able to purchase the Digicel Prime Bundles?

Yes, all customers will have access to purchase the Digicel Prime Bundles.

 

6.      Which Digital Apps are included in the Prime Bundles?

The Digicel Prime Bundles include our full suite of Digital Apps. The amazing thing? There is an App for everyone, no matter what you’re into. The Digicel Prime Bundles include 5 Digital Apps.

 

7.      What do I need to do?

The great thing about our Prime Bundles is that they come loaded with super generous data allotments for each of our digital apps so you can try, touch, feel and experience them as much as you want to. (Different data allocation specific to the Apps)

Prepaid and Postpaid customers can upgrade their plan using our regular, local method. You have different options to upgrade to the Digicel Prime Bundles: WebMDAshort code *123# or by visiting your nearest Retail outlet where one of our friendly staff will assist you.

 

8.      How do I activate the Prime Bundle?

 You can activate/purchase your Prime Bundle using 3 methods - Web, MDA or Short code

·         Activation (Web):

§  You will be able to activate the New Prepaid Prime Bundle Plan by accessing MyDigicel Web

§  After gaining access to MyDigicel using your Digicel ID, go the My Plans section, select available plan, and click on the desired Digicel Prime Bundle to activate the plan.

§  After selecting the desired Prime Bundle plan, the following will happen:

·   If you have sufficient credit, you will receive an SMS advising that the plan has been successfully activated.

·   If you have insufficient credit, you will receive an SMS advising of insufficient funds to activate the plan. Please top up and try again.

 

·         Activation (MyDigicel App):

§  You will be able to activate the New Prepaid Digicel Prime Bundle Plan by accessing the MyDigicel app

§  After gaining access to MyDigicel using your Digicel ID, go the My Plans section, select available plan, and click on the desired Digicel Prime Bundle to activate the plan.

§  After selecting the desired Prime Bundle plan, the following will happen:

·   If you have sufficient credit, you will receive an SMS advising that the plan has been successfully activated.

·   If you have insufficient credit, you will receive an SMS advising of insufficient funds to activate the plan. Please top up and try again.

 

·         Activation (UMM):

§  You will dial the short code *123# to access our UMM menu.

§  You will then enter the desired selection code that will bring you to the Prepaid Prime Bundle Menu.

§  In the Prepaid Prime Bundle Menu, you will enter the desired selection code and activate the desired duration Prime Bundle plan.

§  Once you confirm your activation of the Prime Bundle plan, you will receive an SMS stating:

·   That the plan has been successfully activated (if you had sufficient credit for activation)

·    Or if there was insufficient credit available for plan activation, the SMS would advise you to add the required funds and try again.

 

·         Renewal:

§  You will receive a notification 2 days and 1 day before your Prime Bundle expires advising that your plan will auto renew.

·   If at expiry you have sufficient credit, the plan will auto renew.

·   If you have insufficient credit at plan expiry, the auto renewal will fail and the Prime Bundle will end.

§  You will also be able to opt out of auto-renewal via our short code or the My Digicel App or the My Digicel Web.

 

·         Expiry:

§  When Prime Data Bundle expires, you will keep the remaining MB for your Digital Apps for 48 hours as grace period will be applied

§  Grace Period will remain the same for Data.

§  Once the grace period expires, you will lose all GBs.

The Digital App Bundles will allow rollover of data not exceeding 2 times the 30Day Plan data allocations.

Example - If the largest plan in the market offers 30GB for the Digital App data allocations, then only 30GB will be rollover per renewal. If I have 42GB PlayGo Data remaining on my account and activate a plan that offers an additional 30GB, only 30GB will Rollover from the 42GB I had on my account leaving me with a balance of 60GB PlayGo bundle.

 

9.      How much data will the Digital Apps offer our Customers?

The great thing about our Prime Bundles is that they come loaded with super generous data allotments for each of our digital apps so you can try, touch, feel and experience them as much as you like.

Like any other app or data used on your phone, exactly how much you can do per MB or GB varies with a range of factors from the quality of video being streamed, the strength of your signal, how many people are on a call, etc.  There can also be some “background data use” for apps that auto-update.

With that said, as a rough guide, 1GB of data would allow you to do the following:

 

App

Per GB Experience

BiP voice & video

50 Minutes video calling or 1000 Minutes voice calling

Loop

500 Articles

SportsMax

120 Minutes streaming

GoLoud

15 hours radio

 

Prime Data Bundles

 

Unlimited*

15 International destinations: Aruba, Curacao, Bonaire, Canada, China, Colombia, Dominican Republic, India, Netherlands, Puerto Rico, St. Maarten, Trinidad & Tobago, United Kingdom, USA and Venezuela.

 

10.      What are the specifications on the Apps provided in the Prime Bundles?

BiP: Data allowance is available for specific BiP use only. The BiP dedicated data allotment will be provided for BiP Audio & Video call respectively. Zero Rating will be applied to Unlimited BiP Text which will not be used from this dedicated data bucket.  BiP Group Video Calling, Discovery and Games will be charged from customer’s main data. No other Application or data should be allowed from this dedicated app. Once the bundle is finished, customers will be charged from their main data for BiP usage.

SportsMax: A data allowance is available for SportsMax traffic only; Eligible plans will include free SportsMax subscriptions. When the Sportsmax bundle is finished, customers will be charged from their main data bundle, if available.

Loop: A new Loop Data Allowance is available for Loop traffic only; the whitelisted data WILL NOT cover Loop Video and Advertisement; this traffic will be charged from the main data account. When the loop bundle is finished, customers will be charged from their main data bundle, if available.

GoLoud: A data allocation within the prime bundle is available for GoLoud usage. The data is available for Radio and Podcast live streaming. The Podcast video on demand will be charged from the MAIN DATA ACCOUNT. No other apps or browser will be able to access the data allocated other than GoLoud. When the GoLoud bundle is finished, customers will be charged from their main data bundle, if available.

 

11.      What are the Charging Priorities by Digital App?

Ø  BiP Usage: BiP promo > BiP Bundle > Data Bundle

Ø  SportsMax: SportsMax DA > Data Bundle

Ø  Loop: Loop data > Data Bundle

Ø  GoLoud: GoLoud data > Data Bundle

 

12.      What is the different service offering between Basic and Premium?

BIP

·         Unlimited BiP to BiP Messages,

·         Allocated Data for Voice notes, pictures and video messaging

·         It excludes Group video calling, Discovery and Games – this data usage will be taken from the Main data account

          

Goloud

·         Goloud Premium

o   Allocated data for streaming

 

  MDA

·         All features and functionality available on MDA

 

12.      How do I check my balance?

MyDigicel app is the best place for self-service for your Digicel account. You can also check your balance by using the short code *123#

 

13.      My main plan or bundle has “rollover data” does this change?

Scenarios 1 – Customer Migrating from OLD in Market Plans to NEW Prime Bundle

·         Data Rollover is applicable when customer moves from old plans to new Prime Bundle

·         The grace period for rollover is 48 hours.

Scenarios 2 – Customer is on the New Prime Bundle and is interested in purchasing the same or another Prime Bundle

·         Data Rollover is applicable when customer moves from old plans to new Prime Bundle

·         The grace period for rollover is 48 hours.

Scenarios 3 – Customer is on the New Prime Bundle and opts to purchase old plans or Non-Prime Bundle Plans

·         Data Rollover is also applicable when customer moves from new Prime Bundle to old plans.

·         Will lose all Prime bundle benefits.

Scenarios 4 – Customer is on OLD Plan and purchases another OLD (Non-Prime Bundle Plan)

·         Data Rollover is applicable when customer moves from old plans to new Prime Bundle

·         The grace period for rollover is 48 hours

 

14.      Will I get a notification when a service within an App is not included in the dedicated data allotment of an App

Yes, you will be notified as soon as you are going to be charged from the main account, notification message. 

 

15.      Does data come of my main data account when using the Apps, when I still have App allocated data available

Yes, there are specific functions within the Apps that will consume data from your main account rather than the data allocated to the App.

The functionalities within the App that consumer data from the main data account are listed below:

              BiP

·         Multi user video Calls

·         Gaming

·         Discover

·         Location

 

              SportsMax

·         All other in App Functions and use aside from live streaming

·         Live Streaming will be consumed from the Data allocated to the App

 

              GoLoud

·         Podcast video on demand will consume data from the Main Account and NOT the data allocated to the GoLoud App

 

               LOOP

·         Advertising, Images and Videos will be consumed from the Main Data Account and NOT from Data allocated to the App.