Digicel Prime Bundles FAQs

Master FAQs: Prepaid and Postpaid
ROAMING FREQUENTLY ASKED QUESTIONS AND ANSWERS

 

1.       What is this New International Roam Passport?

•                     The New International Roam Passport plan provides subscribers with benefits of data allocations for general Internet consumption while in eligible roaming destination and reduced Overage Rates for voice calls.

 

2.       What is being offered with this plan?

•                     Roaming Data Allotment

•                     Free Incoming call

•                     Reduce PayGo/Overage rate for roaming voice call

Note: Rates will be based on zone the country is listed that the call is being made to.

 

3.       What are the different durations for the International Roam Passport plan?

·                     International Roam passport plans will be available in the follow durations 7, and 30 Day plans.

 

4.        How much does the New International Roam Passport plan cost and what are the data amounts?

International Roam Passport

DR/US/CAN/US VIRG

7 Days

30 Days

Price (HTG)

HTG 1,500

HTG 3,500

Data (GB)

1GB

3GB

 

*Eligible for USA/CAN/US Virgin/DR

International Roam Passport

DR/US/CAN/US VIRG

7 Days

30 Days

Price (HTG)

HTG 2,200

HTG 5,000

Data (GB)

1GB

3GB

 

*Eligible for only 19 Europe countries: Albania, Hungary, Germany, Ireland, Belize, Greece, Czech Republic, United Kingdom, Portugal, Romania, Israel, Turkey, Netherlands, Italy, France, Spain, Malta, Switzerland, Belgium.

Note: Customers roaming in a country not listed as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.

 

 

5.       What are the calling rates within the International Roam Passport plan?

 

Zone

Rate (Home/Local)

Rate (Other Destination)

1-(USA/CAN/ US Virgin)

10.00

25.00

2-DR

30.00

50.00

3-(UK/EU)

30.00

47.50

 

6. Who is eligible for these plans?

·         All Prepaid/Postpaid customers are eligible to activate those International Passport plans.

 

7. Can corporate customers activate this plan?

·         Yes

 

8. How can this plan be activated?

·                     This plan can be activated via [My Digicel App], [Website] or [UMM *186#]

 

9. Do I need to activate the plan before leaving my local/home country?

·         Activate a roaming bundle before leaving your local/home country. We ask that you activate the roaming feature on your device before your arrival in roaming destination to ensure the best customer experience.

 

10. Is there a limit to the number of plans I can activate?

·                     There is no limit to the number of times this plan can be activated.

·                     Subscriber can buy multiple of same or other International Passport Roam plans at any given time.

 

11. Does the International Roam Passport plans auto- renew?

•                     International Passport Roam plans WILL NOT be allowed automatic auto-renewal.

 

12. If I want my plan to auto renew can I opt-in to auto renewal?

•                     Customers should receive the renewal notification 2 days and 1 day before plan expiry.

 

13. Will I receive a prompt if I have used up my data plan allocations?

•                     Yes, In the event the data allotments are exhausted before the scheduled notification period, a prompt will be sent with an invitation to purchase a new plan.

•                     Customers will receive data notifications advising when data allotment will soon be exhausted. Eg. Notification will be sent at [150MB], [ 50MB] and [ 0 MB] remaining.

 

14. If I do not use all my data will my data rollover?

·         Yes if you purchase another plan before expiry date of the previous one.

 

15. Will I be notified for plan rollover or plan expiry?

•                     Yes, plan roll over and expiry notifications will be sent.

 

16. How can I check my balance from the International Roam Passport plan?

•                     Customers will be able to check their balance via [My Digicel App] or UMM short code [  *186#]

 

17. Will I be charged for data if I continue using a data session after my data allotments have been used up?

•                     When data allotments are exhausted customers will receive a PayGo Wall which will block usage until the subscriber opt-in to PayGo data overage usage at HTG20 per MB.

 

18. Can Digi-loan credit be used to purchase the International Roam Passport plan?

•                     Customers should be able to use Digi-loan credit to purchase the Prepaid International Roam Passport plan.

 

20. If more assistance is required how do I contact customer care?

·         Yes

 

 

Caribbean Passport (Prepaid/Postpaid)

1. What is this New Caribbean Passport plan?

·         Caribbean Passport Roam plan provides subscribers with benefits of Data allocation for general Internet consumption while in an eligible roaming destination and provides reduced Overage Rates for voice calls.

 

2. What is being offered with this plan?

•                     Roaming Data Allotment.

•                     Free Incoming call.

•                     Reduced PayGo/Overage rate for roaming voice calls.

Note: Rates will be based on zone the country is listed that the call is being made to.

 

3. What are the different durations for the Caribbean Passport Roam plans?

•                     Caribbean Passport Roam plans will be available in the follow durations 3, 7, and 30 Days plans.

 

 

4. How much does the New Caribbean Passport Roam plan cost and what are the data amounts?

      

Caribbean Passport Roam

Data Plan

3 Days

7 Days

30 Days

Price (HTG)

HTG 2,200

HTG 5,000

HTG 3,200

Data (GB)

3GB

7GB

14GB

 

   5. What are the Caribbean Passport Roam calling rates within the plan?

                               

Zone

Rate (Home/Local)

Rate (Other Destination)

Caribbean

10.00

25.00

                                                                                                        

 

6. Who is eligible for these plans?

•                     All customers are eligible to activate those Caribbean Passport Roam plans.

 

7. Can corporate customers activate this plan?

•                      Yes

 

8. How can this plans be activated?

•                     This plan can be activated via My Digicel App, Website or UMM *186#.          

 

9. Do I need to activate the plan before leaving my local/home country?

•                     No Pre-activation required before arrival in roaming destination, subscriber should be able to activate the plan from any location.

 

10. Is there a limit to the number of plans I can activate?

•                     There is no limit to the number of times this plan can be activated.

•                     Subscriber can buy multiple of same or other Caribbean Passport Roam plans at any given time.

 

11. Does the Caribbean Passport Roam plans auto- renew?

•                     The Prepaid Caribbean Passport Roam plans WILL NOT be allowed automatic renewal.

 

12. If I want my plan to auto renew can I opt-in to auto renewal?

•                     Customers should receive the renewal notification 2 days and 1 day before plan expiry.

•                     Except for the 3 day plan a notification should be received 24 hours before plans expire.  

 

13. Will I receive a prompt if I have used up my plan allocations?

•                     Yes, In the event the data allotments are exhausted before the scheduled notification period, a prompt will be sent with an invitation to purchase a new plan.

•                     Customers will receive data notifications advising when data allotment will soon be exhausted. Eg. Notification will be sent at [150MB], [ 50MB] and [ 0 MB] remaining.

 

14. If I do not use all my data will my data rollover?

·         Yes if you purchase another plan before expiry date of the previous one.

 

15. Will I be notified for plan rollover or plan expiry?

•                     Yes, plan roll over and expiry notifications will be sent.

•                     Customers can repurchase the same Caribbean Passport Roam before it expires.

 

16. How can I check my balance from the Caribbean Passport Roam plan?

•                     Customers will be able to check their balance via My Digicel App or UMM using short code *186#.

 

 

17. Will I be charged for data if I continue using a data session after my data allotments have been used up?

•                     When data allotments are exhausted customers will receive a PayGo Wall which will block usage until the subscriber opt-in to PayGo data overage usage at HTG20 per MB.

 

18. Can Digi-loan credit be used to purchase the Prepaid Caribbean Passport Roam Plan?

•                     Customers should be able to use Digi-loan credit to purchase the Caribbean Passport Roam Plans.

 

19. Can I benefit from the Caribbean Passport plan in my home country?

•     Benefits of the Caribbean Passport is not accessible in the home country.

 

20. My Caribbean Passport Roam plan can work in which countries?

•                     The Caribbean Passport Roam plan will be available in the following destinations listed in the table below.

Eligible destinations:

Anguilla

Bonaire

Guyana

St. Vincent

Antigua

Cayman

Haiti

Suriname

Aruba

Curacao

Montserrat

TCI

Barbados

Dominica

Jamaica

Trinidad and Tobago

Bermuda

FWI

St Kitts

 

BVI

Grenada

St. Lucia

 

 

Note: Customers roaming in a country not listed as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.

 

21. If more assistance is required how do I contact customer care?

·         Yes

 

STANDARD ROAMING (Prepaid/Postpaid)

1. What is standard roaming and how does it work?

•                     Standard Roaming (Pay As You Go) with no roaming plan active on account.

•                     Customers roaming in an eligible destination without an active roaming plan will be considered to be standard roaming and will be charged the standard roaming rates.

•                     Customers roaming in a country not listed as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.

•                     Customers in eligible destination who do not a have an active Roaming plan will be required to accept PayGo charges to browse PAYGO at the standard data roaming rate. 

 

2. What are the Standard Roaming rates for PayGo?

      

Zone

Rate (Home/Local)

Rate (Other Destination)

Rate MTC

Rate SMS MO

Rate Data

1-(USA/CAN/US Virgin)

20.00

50.00

-

20.00

20.00

2-DR

60.00

100.00

-

20.00

30.00

3-(UK/EU)

60.00

95.00

-

20.00

20.00

4-Caribean

20.00

50.00

-

20.00

20.00

5-Rest of world

90.00

150.00

-

30.00

30.00

 

 

 PAYGO WALL & POP-UP

 

1. What is the PayGo Opt-In plan?

 

The PayGo Opt-In plan will allow subscribers to accept charges for data usage from their main account at HTG20/MB rate when no active roaming plan is on the account. Upon activation of the PayGo plan the PayGo Block.

 

2a. How does the PayGo Block work?

 

Pay As You Go data will be blocked for all roaming subscribers with no active data roaming plan on account.

Customer will receive an UMM Pop-up with the option to Opt-In to use PayGo as well as an option to activate a roaming plan with data. If none of the above options are selected then data access will be blocked.

 

2b. What happens if an attempt is made to access data while in a roaming destination with no active roaming plan?

 

When a subscriber’s device attempts to access roaming data while in a roaming destination with no active roaming plan on account they will not be able to browse or access data. If an attempt is made to browse a PayGo notification Wall will be sent to the customer advising:

 

A.  PayGo is block (No access to data): Pay As You Go data roaming will automatically be blocked for all subscribers; upon retrieval of the PayGo Block notification Pop-Up if an option is not selected PayGo will remain blocked. Customers will not be allowed to browse or access data when the PayGo Block is enabled.

 

B. Buy a plan (upsell roaming plan): An upsell option will be displayed when a customer tries to access data roaming with no active plan. Once the PayGo wall is displayed the customer will have the option “Buy a Plan” to activate a roaming plan of their choice. With sufficient credit on the account the plan selected by the customer will be activated and plan applied to account.

 

C. PayGo Opt-In: If a customer selects the option to Opt-in to PayGo, they will receive a confirmation message advising of the rates associated with the PayGo charges from their main account. The access to PayGo will remain active for 24hours, if the subscriber wishes to continue using PayGo data they will have to opt-in again.

 

3. What is the paygo wall?

 

•                     The PayGo Wall should allow seamless access to browsing when data is available and instant UMM/Pop-Up Menu when no data is available on account when a browsing attempt is made.

•                     The PayGo Pop-Up will be sent once every 4 hours between the hours of 8am to 11:59pm   (home network time)

 

 

Existing Easy Roam & Digi-Roam Plans

 

1. What happens to the Existing Easy Roam & Digi-Roam Plans?

 

Upon the launch of the New International Passport Roam plans and Caribbean Passport plans the legacy Easy Roam & Digi-Roam plans will not be available for activation, the following will happen:

•             Plan will not be available in the UMM Menu, USSD, My Digicel App, Web.

•             Subscriber with active legacy Easy Roam & Digi-Roam plans will still have access to use the plan until its original expiration date. These subscribers will not be able to renew these legacy plans.