Fequently Asked Questions

Product Launch Date: January 28^th, 2024

Service Type: Usage, Acquisition

Customer Type: Postpaid – Targeted Customers

1. What are the new Postpaid plans all about?

• These new plans will provide our targeted customer base with Voice, SMS, Data at a single price point per plan.

2. Who can activate the plans?

These new price plans will be available to a targeted customer listing where specific postpaid customers will be contacted to receive the offer by Telesales Agents

• The postpaid Lite and Connect are the postpaid plans that will be available to targeted postpaid customers.
• Prepaid to postpaid conversions will also be allowed.

3. When will this product be available?

• This product will be available from February 28^th

4. How can I convert to the Lite or Connect Plan?

• You can convert to the new Plans by visiting Digicel Head Office located in Warrens or by visiting any of our convenient Digicel Retail Outlets;

1. Colonnade Mall, Bridgetown
2. Dome Mall, Warrens
3. Sky Mall, Haggatt Hall, and
4. Sheraton Mall, Sargeant’s Village.

5. What are the activation steps?

• Customers are required to complete our Service Activation Form.
• Customers will be subject to the usual credit checks for postpaid activations, where they must have a credit score of 4 or less to be eligible for a plan.
• Security deposits may be required based on the credit rating of the customer.
• The contractual period for this new plan is 18 months.- NO CONTRACT

6. What is included in the new Lite and Connect plans?

The table below shows the new plan structures;

• Pay Go = Pay As You Go
• Data overage Blocked = prevents Out of Bundle Data charges
• Data Add on – you may purchase a Data Add On

7. Where can I call while using the new Lite or Connect Plans?

• Local On-Net Minutes applies to: This applies to Local Incoming & Outgoing Digicel to Digicel calls while on Barbados network. Fair Usage Policy applies with the Digicel to Digicel Mobile calls.

• Local Off-Net Minutes applies to (Pay Go): This applies to Local Incoming & Outgoing Digicel, Flow and landline calls.

• ILD (International Long Distance) Minutes applies to: Incoming & Outgoing calls to Digicel Caribbean, USA, Canada & UK Landline calls

• Anywhere Minutes apply to:

• Local -  Incoming & Outgoing (Digicel, Flow and landline calls), 
• ** Regional – Incoming & Outgoing to:- Anguilla, Antigua & Barbuda, Aruba, Bonaire, British Virgin Islands, Cayman, Curacao, Dominica, Dominican Republic, Grenada, Guadeloupe, Montserrat, Puerto Rico, St. Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, T&T, TCI, 
• ILD – Incoming & Outgoing calls to Digicel Caribbean, USA, Canada & UK Landline calls

• Rollover- this applies to customers’ unused minutes and data will rollover. Rollover is capped at 3000 Anywhere minutes.

• Unlimited Digi to Digi local SMS are included in all of the above.

• All prices are VAT Inclusive.

• Customers who have fully utilized or exhausted their voice bundles or data bundle will be charged at Pay Go rates.

Digicel Postpaid Out of Bundle Rates

These minutes apply to all minutes in excess of those in each postpaid package

*Anguilla, Aruba, Bermuda, Bonaire, British Virgin Islands, Curacao, Cayman, Dominica, Grenada, St. Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Trinidad & Tobago, Turks & Caicos.

**Guyana, French Guiana, Martinique

***Jamaica and Haiti.

8. What are the Digicel Regional Caribbean Destinations that apply?

9. What is the Data Overage Block for the Lite and Connect plans?

• After fully utilizing your price plan Data allotment, Data Overage Block prevents you from being charged for Out of Bundle Data charges.

10. What are my options for Data use after my price plan Data has been fully utilized?

• You may purchase a Data Add On so you can continue to have access to Data.

11. What Data Add On is available?

• A Mobile Data Add-on 5GB is available for purchase for a low price of $24.99.

12. How can I purchase a Mobile Data Add-on?

• A Data Add On can be activated through MyDigicel App
• A message will be received informing you that your Data Add on is active.

Message: Mobile Data 5GB is activated and comes with 5GB’s of Data.

13. Can I repurchase a Data Add On?

• Yes, you can repurchase a Data Add On if your current your Data Add On allotment has been exhausted.

14. Will I receive the full allotment of Data when I activate my Mobile Data Add On?

• Yes, regardless of the date the Data Add On is purchased, the full data allotment will be received.

15. When my Data Add On is fully utilized will I be notified?

• Yes, the below SMS will be received

You have consumed 100% of your DATA Add On. You may choose to purchase a Data Add On to continue using Data.

16. Will my Data Add On roll over?

• The Data Add On does not roll over, it is valid for 30 days before expiring automatically.

17. Will my unused minutes and plan data from my previous Postpaid plan rollover?

• Yes. Your unused minutes and your unused plan data from your previous postpaid plan will rollover to the newly activated Lite or Connect plan. However, if your account becomes two-way

barred (i.e., cannot make or receive calls) due to outstanding payments, your rollover data and minutes will be lost.

18. Will the Lite or Connect plan quotas roll over?

• Unused minutes and unused Plan data from your plan will rollover.

19. Is there a code to check my bundled minutes and plan data?

• Customers will be able to check their voice, SMS or data balances using the MyDigicel App or the USSD code *130#, *130*2#.

20. Will I have to pay for Whatsapp Messaging service or is this free within my Postpaid plan?

• All Whatsapp usage, messaging, voice and video calls will be taken from the subscribers allotted data quota; this is outlined based on the plan they have selected.

21. Will I have to pay for the Facebook service or is this free within my Postpaid plan?

• All Facebook usage will be taken from the subscribers allotted data quota; this is outlined based on the plan they have selected.

Terms and Conditions for the Lite and Connect plans:

The below terms and conditions are applicable to all Digicel products and services:

• Digicel hereby specifically reserves the right to terminate, cancel, suspend and/or modify the Promotion/Product if any fraud, virus or other technical problem corrupts the administration, security, safety or proper play of the Promotion/Product as determined by Digicel in its sole discretion. In such event, Digicel hereby specifically

reserves the right (but not the obligation) to award some other prize hereunder as determined by Digicel in its sole discretion.

• Digicel reserves the right to at any time vary the terms of the Promotion/Product, to amend its Terms and Conditions, or to withdraw the Promotion/Product. In any of these events notice will be given via media advertisements or messages to subscribers and will be effective immediately or as of the date referred to in such notifications.
• This service is only applicable for use in Barbados. While roaming, the customer will be charged at the prevailing roaming rates for Voice, SMS and Data usage.
  • NB: Due to system limitations, this cannot be displayed in seconds although the customers balance includes the seconds.
• Customers will be able to transit upwards and downwards to any of the available plans based on the plan that is currently activated.

FAIR USAGE POLICY

Digicel operates a fair usage policy (FUP). It is important to Digicel that all eligible Digicel customers are able to access our Services. Accordingly, we have devised a FUP which applies to all our Services. Digicel may rely on this fair usage policy where your usage of the Services is excessive or unreasonable as detailed in this paragraph. Digicel has developed a threshold for the Services and the related tariffs by reference to average customer profiles and estimated customer usage of the Services (particularly the estimated volume and length of calls likely to be made and data used by end users) (the “Threshold”). If, at the absolute discretion of Digicel, Digicel is of the opinion, that your usage of the Services materially exceeds the Threshold over any period (to be determined at Digicel’s sole discretion), Digicel reserves the right to charge you for the excessive element of your usage at your price plan's standard rate or to suspend, at its absolute discretion, modify or restrict your use of the Services or to withdraw your access to the Services entirely.

This policy applies to:

All Digicel consumer services in Barbados inclusive of but not limited to:

• Fixed telephony
• Mobile telephony
• Fixed broadband/data
• Mobile broadband/data
• SMS services
• Television services
• Does not cover any of Digicel’s business or commercial offerings.

Why Fair Usage?

Digicel’s consumer services are designed and engineered for private non-commercial use by its individual customers. The networks are dimensioned to provide the best quality of service to a maximum number of its customers, on the assumption that customers’ use of the services fall within normal personal use. Whilst Digicel may offer “unlimited plans” for some of these services, “unlimited” should not be construed to mean “any”. The services are NOT designed or intended for unreasonable use such as:

• Commercial use,
• Business purposes,
• Use of devices to reroute calls,
• Resale of any service from our network,
• For bridging conference calls,
• For service to link two or more communications devices together for the purposes of providing a permanent or semi-permanent circuit
• Voice services other than person to person voice communication
• Unreasonable use is deemed abuse and in some instances fraudulent use.

Users of the services share some common infrastructure, communication links and other network resources. This fair usage policy is meant to protect the available network resources capable of delivering a service for those who mean to use it as it is intended. In the context of

the unlimited plans, the services are there to be used by all subscribers of the plan. However, those who abuse it to the extent that it affects the ability of others use the services are in breach of fair usage and provisions of the policy would come into effect to restrict such users.