Pre & Post Paid PRIME Bundles FAQs
- Digital@Digicel: Prime Bundles – Master FAQs Framework – Draft3.0
- DOMINICA
- First off, what is a Digital Operator?
- You’ve heard about how we’re going all in on digital, right? On account of how our customers are all in on digital and it’s our job to meet them where they are.
- As a mobile operator, we sold minutes and MBs, now, as a Digital Operator, we’re about delivering digital experiences and engagement. And we’re making that happen 1440 minutes of each day.
- That means being always there, always on and always having something to offer customers – no matter what they are into. Sports, Music, News, Messaging, Marketplaces, Cloud Storage, 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 customers what that means?
- The first major move in our new Digital Operator and customer relationship is providing our customer with an opportunity to upgrade to our NEW Digital Prime Bundles
- That means we’re enabling them to enjoy all of the digital engagement, digital experiences and data they 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 customers is of simply more. 1440 minutes of each day, and our all-new Prime Bundles do just that. Here’s how. We’re giving customers BRAND NEW exciting Digital Bundles which include 7 Apps each with its own data allocations.
- Our Prime Bundles feature our suite of SEVEN Digital Apps. D’Music and PlayGo for music and TV streaming, BiP for messaging, video calls, gaming and marketplaces, LOOP for news, Billo for cloud storage and GoLoud for Radio and Podcasts - each with its own super generous data allotment so that customers can feel, touch, experience and enjoy them as they live their digital lives. But that’s just the start. Digicel Prime Bundles also feature free access to sports streaming with SportsMax and to Digicel’s self-care destination, MyDigicel app.
- Not only that.
- With our Prime Bundles we’re making sure our customers can enjoy more of the things they love, with even more data.
- Whatever our customers are into, we have a digital experience for them meaning they can 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 [CL1] more expensive than the OLD bundles
- This is about giving our customers more and slowing them to enjoy, touch and feel our suits of digital experiences as they live their best digital lives with us. The Digital Apps Bundles has more value through LARGE data allocations and an array of easy and brilliant Apps
- Are all customers able to purchase the Digital Prime Bundles[CL2]
- Yes, all customers will have the access to purchase the Digital bundles
- Which Digital Apps [CL3] are included in the Prime Bundles?
- Digicel Prime Bundles include our full suites of Digital Apps. And the great thing about our suite of Digital Apps is that there really is something for everyone, no matter what they are in to.
- Digicel Prime Bundles include 8 Digital Apps. Here's a run-down:
- 1. Billo – your personal cloud storage solution
- 2. BiP – your instant messaging-and-much-more communications and discovery service
- 3. D’Music – your music streaming and downloads
- 4. LOOP – your news now
- 5. MyDigicel App – your Digicel self-service and store in your pocket
- 6. PlayGo 2.0 – your app for TV anytime, anywhere
- 7. SportsMax – your sports news and live streaming service
- 8. GOLOUD – Ultimate Audio experience providing the best selection of live radio and most popular Podcasts
- What do I need to do?
- The great thing about our Prime Bundles [CL4] 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 to your heart’s content.
- In addition to that, our Prime Bundles [CL5] also come with a boatload of data for our customers to use as they wish between the Apps. (Data allocated is specific to the Apps)
- Prepaid and Postpaid customers can upgrade their plan by using regular local method. You have many options to upgrade to the Digicel Prime Bundles - Through Web, MyDigicel App (MDA), UMM by dialing *140#, or by [AL6] visiting your nearest Retail outlet where one of our friendly staff will assist you*
- How do I activate the Prime Bundle[CL7] ?
- You can activate / purchase your bundle through 3 methods - Web, MDA or UMM
- · Activation (Web):
- § Customers will be able to activate the New Prepaid Prime Bundle [CL8] Plan by accessing MyDigicel Web[AL9] on mydigicel.net
- § After gaining access to My Digicel by entering the Digicel ID, the customer will go the My Plans section, select available plan, and click on the desired Digicel Prime Bundle [CL10] to activate the plan.
- § After selecting the desired Prime Bundle [CL11] plan the following will happened:
- · If the customer has sufficient credit they will receive a SMS advising that the plan has been successfully activated.
- · If the customer has insufficient credit they will receive a SMS advising of insufficient funds to activate the plan, please top up and try again.
- · Activation (MyDigicel App):
- § Customers will be able to activate the New Prepaid Digicel Prime Bundles Plan by accessing the MyDigicel App
- § After gaining access to MyDigicel by entering the Digicel ID, the customer will go the My Plans section, select available plan, and click on the desired Prepaid Prime Bundle [CL12] to activate the plan.
- § After selecting the desired Prime Bundle [CL13] plan the following will happened:
- · If the customer has sufficient credit they will receive a SMS advising that the plan has been successfully activated.
- · If the customer has insufficient credit they will receive a SMS advising of insufficient funds to activate the plan, please top up and try again.
- · Activation (UMM):
- § Customers will dial UMM Code *140# to access the UMM menu.
- § Customers will then enter the desire selection code that will bring them to Prepaid Prime Bundle [CL14] Menu.
- § In the Prepaid Prime Bundle [CL15] Menu, the customer will enter the desire selection code and activate the desired duration Prime Bundle [CL16] plan.
- § Once the customer confirms their activation of the Prime Bundle [CL17] plan they will receive a flash USSD message and follow by a SMS stating:
- · That the plan successfully activated if the customer had sufficient credit for activation.
- · Or if there was insufficient credit available for plan activation, the SMS would advise to please add the required funds and try again.
- · Renewal:
- § Customers will receive a notification 2 days and 1 day before their Prime Bundle [CL18] expires advising that their plan will auto renew.
- · If at expiry the customer has sufficient credit on the plan will auto renew.
- · If the customer has insufficient credit at plan expiry, the auto renewal would have failed and the Prime Bundle [CL19] ends.
- § Customers will also be able to opt out of auto-renewal via UMM or the My Digicel App or the My Digicel Web.
- · Expiry:
- § When DO Bundle expires customers WILL NOT keep the remaining MB for their [CL20] Digital Apps [CL21] as NO GRACE PERIOD will be applied; However, customer will have Grace Period as per usual for their regular Data, Voice and SMS bundle.
- § Grace Period will remain the same for Data, SMS and Voice Bundles.
- § Once the plan expires, customer will lose all remaining Digital App Bundles
- 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 account leaving me with a balance of 60GB PlayGo bundle
- 9. How much data will the Digital Apps offer our Customers?
- This is all about giving customers more of the things they love at no extra cost.
- 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 to your heart’s content.
- In addition to that, our Prime Bundles also come with a boatload of data on top for customers to use as they wish.
- Like any other app or data use 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.
- That said, as a rough guide, 5GB of data would allow you to do the following:
- Example below
- CURRENT MARKET PLANS [DOMINICA]
- PREPAID
CAIN ID
CAIN PLAN
On-Net Voice
Old OFF-Net Voice
Data Allocation Open (MB
Digi Data (App) ALLOTMENT (MB)
NEW Price INCL. TAX
25571
1-Day LTE Go Bundle
Unlimited
300MB
$3.99
26789
1-Day LTE Go + Bundle
Unlimited
15
1GB
500MB
$4.99
26833
1-Day LTE Go + 1.0 Bundle
Unlimited
15
1.5GB
500MB
$4.99
25602
3-Day LTE Go Bundle
Unlimited
50
3GB
1GB
$11.99
26790
3-Day LTE Go + Bundle
Unlimited
100
3GB
1GB
$13.99
26832
3-Day LTE Go + 1.0 Bundle
Unlimited
100
3.5GB
1GB
$13.99
25603
7-Day LTE Go Bundle
Unlimited
100
3GB
1.5GB
$26.99
26791
7-Day LTE Go + Bundle
Unlimited
400
5GB
1.5GB
$28.99
26830
7-Day LTE Go + 1.0 Bundle
Unlimited
400
5.5GB
1.5GB
$28.99
26892
15-Day LTE Go + Plus 1.0 Bundle
Unlimited
450
8GB
2GB
$49.99
25604
30-Day LTE Go Bundle
Unlimited
250
10GB
4GB
$80
26792
30-Day LTE GO + Bundle
Unlimited
500
10GB
4GB
$80
26829
30-Day LTE GO + 1.0 Bundle
Unlimited
500
12GB
4GB
$80
- POSTPAID
- PRIME BUNDLE MARKET PLANs (DOMINICA) – PREPAID
Plan Name
Price
Main Data
Local Voice
Mins
Intl Voice
Mins
D’Music Data
BiP
Data
PlayGo Data
Loop
Data
GoLoud
Sportsmax
Billo
Data
1 Day Prime Bundle
$6
1GB
Unlimited
NA
1GB
1GB
1GB
1GB
1GB
1GB
1GB
3 Day Prime Bundle
$16
3GB
Unlimited
15
3GB
3GB
3GB
3GB
3GB
3GB
3GB
7 Day Prime Bundle
$32
7GB
Unlimited
30
7GB
7GB
7GB
7GB
7GB
7GB
7GB
30 Day Prime Bundle
$85
20GB
Unlimited
100
30GB
30GB
30GB
30GB
30GB
30GB
30GB
- PRIME BUNDLE MARKET PLANs (DOMINICA) – POSTPAID
Postpaid Price Plan
Subscription Free/XCD
Allotment (Data)
Onnet Minutes and SMS
Offnet Minutes
Anywhere Minutes
PlayGo
D'Music
BiP
Billo
Loop
Sportsmax
GoLoud
LTE Prime XS
$100
25GB
Unlimited
200
100
35GB
35GB
35GB
35GB
35GB
35GB
35GB
LTE Prime S
$120
35GB
Unlimited
700
120
35GB
35GB
35GB
35GB
35GB
35GB
35GB
LTE Prime M
$160
50GB
Unlimited
800
160
35GB
35GB
35GB
35GB
35GB
35GB
35GB
LTE Prime L
$200
65GB
Unlimited
Unlimited
200
35GB
35GB
35GB
35GB
35GB
35GB
35GB
LTE Prime XL
$260
8GB
Unlimited
Unlimited
Unlimited
35GB
35GB
35GB
35GB
35GB
35GB
35GB
- What are the specifications on the Apps provided in the Prime Bundles
- D’Music: Data allowance will be created for D’Music usage only; No other apps or browser will be able to access the data in the dedicated app data other than D’Music traffic. When the D’Music bundle is exhausted customers will be charged from their regular data bundle if available then their main credit. Qualified plans will differentiate the subscription that is applied to customer’s account.
- PlayGo 2.0: Data allowance will be created for PlayGo usage only; No other apps or browser will be able to access the data in the dedicated app data other than PlayGo traffic. When the PlayGo bundle is exhausted customers will be charged from their regular data bundle if available then their main credit. Qualified plans will differentiate the subscription that is applied to customer’s account.
- Billo: Data allowance data is to be created for Billo use only. The dedicated app data should be configured to allow Billo traffic for upload and download, no other Application or data traffic should be allowed from the dedicated app data. Once the bundle is exhausted customers will be charged from their main data for Billo usage then main credit.
- BiP: Data allowance details to be created for specific BiP use only. The BiP dedicated app data should be configured to allow BiP Audio & Video call respectively. Absolute Zero Rating will be applied to Unlimited BiP Text which will not be consumed 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 traffic should be allowed from the dedicated app data. Once the bundle is exhausted customers will be charged from their main data for BiP usage then main credit.
- SportsMax: A new SportsMax DA is to be created for specific SportsMax use only. A new rating group will be define for SportsMax live traffic only. Eligible plans will include free SportsMax subscriptions. These subscriptions will be tiered between Basic Access and Premium Access which is determined by the parent plan.
- Loop: A new Loop Data Allowance will be configured for Loop traffic only; The whitelisted data WILL NOT cover Loop Video and Advertisement; this traffic will be charged from the main data account.
- GoLoud: A data allocation within the prime bundle will be provided for GoLoud usage. The data will be configured to allow only 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 exhausted customers will be charged from their main data bundle, if available, and then their main credit account
- What are the Charging Priorities by Digital App
- Ø D’Music: D’Music Bundle > Data Bundle > Main Credit
- Ø BiP Usage: BiP promo > BiP Bundle > Data Bundle > Main Credit
- Ø SportsMax: SportsMax DA > Data Bundle > Main Credit
- Ø PlayGo: PlayGo Bundle > Data Bundle > Main Credit
- Ø Billo: Billo Bundle > Data Bundle > Main Credit
- Ø Loop: Loop data > Data Bundle > Main Credit
- Ø GoLoud: GoLoud data > Data Bundle > Main Credit
- What is the different service offering between Basic and Premium
- Billo
- · Billo Basic – Plans less than 30 days
- o 5GB storage
- o Allocated data for upload and download (not zero rated)
- · Billo Premium – Plans 30 days
- o 15GB, 25GB, 50, GB and 100 GB storage
- o Allocated data for upload and download (not zero rated)
- o Unlimited Photo Pick (This allows the user to select 5 photos and the app predict which will have greater engagement on SM.)
- o Delete duplicated contacts from phone directory
- o Backup photos in original quality
- o Face recognition and grouping
- BIP
- · Unlimited Bip to Bip Messages, 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
- D’Music
- · Premium (1 day, 7 days and 30 days plan)
- o Access to all Features and all Music/ Videos in the app
- o Unlimited Downloads and Skips
- o Create and Edit Playlists
- o Share Music
- o Car Mode, Offline Mode, Dark Mode & Explicit Filter
- o Stations Included
- o Access to Web Player
- · Stations (1 day, 7 days and 30 days Plan)
- o Access to Stations Genre streaming with 3 skips per hour
- o 30 Day = 120 hours Streaming Per Month per customer
- o 7 Day = 200 tracks or 12 hours streaming per week
- o 1 Day = 60 tracks or 3.5 hours per day
- o Upgrade to Premium built in
- MDA
- · All features and functionality available on MDA
- How do I check my balance?
- MyDigicel app is the best place for self-service with your Digicel account. You can also check your balance via UMM by dialing *140#
- MDA Example below:
- UMM Example below:
- My main plan or bundle has “rollover data” does this change?
- Scenarios 1 – Customer Migrating from OLD in Market Plans to NEW Prim Bundle
- · Data Rollover is applicable when customer move from old plans to new prime bundle
- · The in market GRACE PERIODS for rollover will apply until Midnight.
- Scenarios 2 – Customer is on the New Prime Bundle and purchasing the same or another Prim Bundle
- · Data Rollover is applicable when customer move from old plans to new prime bundle
- · The in market GRACE PERIODS for rollover will apply until Midnight
- Scenarios 3 – Customer is on the New Prime Bundle and opts to purchase OLD Plans or Non-Prime Bundle Plans
- · Data Rollover will NOT be applicable for this customer
- · The value add feature (Rollover) is only applicable to for when purchasing NEW DIGICEL PRIME BUNDLES
- Scenarios 4 – Customer is on OLD Plan and purchases another OLD (Non-Prime Bundle Plan)
- · Data Rollover is applicable when customer move from old plans to new prime bundle
- · The in market GRACE PERIODS for rollover will apply until Midnight.
- What happens if I already have a plan for one of the 7 Apps?
- Sportsmax
- · If a customer has an active SportsMax Standalone plan then activates a Digicel Prime Bundle the below should happen:
- o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
- o Customer will continue receiving Premium SportsMax access
- o The regular SportsMax dedicated data will take priority in charging whilst using the SportsMax App
- o The SportsMax dedicated data will maintain its original validity
- PlayGo 2.0
- · If a customer has an active PlayGo Standalone plan then activates a New Digicel Prime Bundle the below should happen:
- o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
- o Customer will continue receiving Premium PlayGo access
- o The regular PlayGo dedicated data will take priority in charging whilst using the PlayGo App
- o The PlayGo dedicated data will maintain its original validity
- D’Music
- · If a customer has an active D’Music Standalone plan then activates a Digicel Prime Bundle the below should happen:
- o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
- o Customer will continue receiving Premium D’Music access
- o The regular D’Music dedicated data will take priority in charging whilst using the D’Music App
- o If and when the PlayGo bundle is exhausted the main data will incur D’Music charges
- o The D’Music dedicated data will maintain its original validity
- BIP
- · If a customer has the Free BiP Text, Audio & Video call promo active on their account then activates a Revised Freedom Plan with the Digicel Prime Bundle the below should happen:
- o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
- o Customer will benefit from the new BiP bundle as the BiP Promo will end upon the launch of the prime Bundles
- o The BiP bundle will take priority in charging whilst using BIP Audio & Video Calls
- o The BIP text messaging will allow the prime bundle users to use it unlimited for free
- o The BiP bundle will not cover charges for BiP Group Video Calling, Discovery and Games
- Will my Prime bundle work while I am roaming?
- · In Digicel countries
- o On a Digicel Roaming Plan [None]
- o Off a Digicel Roaming Plan [St. Lucia, St. Vincent, Grenada]
- · In USA, UK or Canada
- o On a Digicel Roaming Plan – [No]
- o Off a Digicel Roaming Plan – [No]
- What will happen if I am moving between different plans on Billo providing different storage space
- Customers are still able to access the app for 6 months (180 days) outside of a plan
- 1. Customers will not be able to upload new content if above the 5GB free storage
- a. Customers are still able to upload once they are within the 5GB free allowance
- b. Only while on a plan, the customer will benefit from Free Upload and download – Data usage
- c. Customers will be able to accumulate while moving between multiple Billo plans
- What happens to my data stored on Billo if I don’t renew a plan or Leave Digicel Network
- If storage is greater than 5GB all files will stay for 180 days
-
- Customers will need to delete items to get to the 5GB free allowance within the 180 days
- o Customer will receive notifications within the 180 days grace period to reduce storage to the free storage allowance while[CL22] off a plan
- o NB – No files will be deleted by the system if customer reduce their storage to the free allowance within the 180 days grace period.
-
- If customer is still above the 5GB free allowance, all files will be deleted after the 180 days grace period
- Will I get a notification when a service within an App is not included in the dedicated data allotment of an App
- Yes, the customer will be notified as soon as they are going to be charged from the main account, notification message example below:
- Does data come of my main 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 the customers main account rather than the data allocated to the App.
- The functionalities within the App that consumer data from the main 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
- [CL1]Digicel Prime Bundles
- [CL2]Consistency is needed in the entire document to refer to the plans are Digicel Prime Bundles. Some areas say Digital Bundles
- [CL3]There was a decisions to state Digital Apps rather than service. Would have to make that correction through out the document
- [CL4]Capital P and capital B
- [CL5] [CL5]Capital P and capital B
- [AL6]Typo, should be “by”
- [CL7] [CL7] capital B
- [CL8]Prime Bundle
- [AL9]Evaluate to include URL link
- [CL10]Prime Bundle
- [CL11]Prime Bundle
- [CL12]Prime Bundle
- [CL13]Prime Bundle
- [CL14]Prime Bundle
- [CL15]Prime Bundle
- [CL16]Prime Bundle
- [CL17]Prime Bundle
- [CL18]Prime Bundle
- [CL19]Prime Bundle
- · [CL20]The Digital Services bundles will allow rollover of data not exceeding 2 times the 30Day Plan allotment for the respective DAs.
- § As such if the largest plan in the market offers 30GB for the respective Digital Services DA 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 account leaving me with a balance of 60GB PlayGo bundle.
- [CL21]Digital Apps
- [CL22]while
