Roaming Bundles FAQs

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Roaming Bundles

Launch Date: July 25, 2017

 

Roaming Bundle Guide

Sign-up/ activation code

*153#,  MyDigicel App

How to check my bundle?

 

Postpaid - *120*9#,

or MyDigicel App

 

1.       What is the Digicel “Roaming Bundle”?

·         Digicel’s “Roaming Bundle” allows consumer postpaid GSM customers the ability to roam in 28countries worldwide through the purchasing of a roaming plan with allotted data bundles, access to free incoming calls and reduced calling rates.  

 

2.       What services will I be able to utilize with an active Roaming Bundle?

 

·         You will be able to benefit from the following services while on an active roaming bundle:

  •  
    • Data bundles – 50 MBs, 250MBs or 1GB.
    • Make outgoing calls at a reduced roaming rate.
    • Incoming calls and text messages FREE of charge.
    • Send anywhere text messages (On-net/Off-Net/International) for one low rate.

3.       Who is the Roaming Bundle for?

  • If you are a postpaid Digicel customer, the Roaming Bundle is for you.
  • If you are a Closed User Group (CUG) customer, a request should be made from the administrator of the CUG in order to have the bundle activated.
  • If you are a Dual Account holder, when the plan is activated it will be charged on the postpaid side of the account and will receive the benefits a postpaid customer would.

 

4.       How does the Roaming Bundle work?

  • Postpaid customers will be able to purchase a 1 Day, 7 Day or 30 Day Roaming Bundle.
  • With an active Roaming Bundle subscription, you are able to access lower voice and text messaging rates as well as an allotment of data bundles, while roaming within the 28 participating countries.
  • Once your data bundle has been exhausted customers will not be able to continue data roaming.  If you are a prepaid customer, you will receive a text message advising you to purchase a new plan or as a postpaid customer you will have the option of purchasing a data add-on or a new data plan. Voice and text messages will still be available at the reduced rate for the duration of the plan.
  • Once the Roaming Bundle has expired, calls, text messages and data will revert to the standard roaming rates if you are still roaming.

 

5.       What are the costs for the Roaming Bundles?

  • The table below illustrates the different offers:-

Table 1

Plan Name

Plan Duration

Price

Price (JMD)

Data (MB)

Subscriber

(USD)**

1 Day Bundle

1

2.70

350

50

 Postpaid

7 Day Bundle

7

11.55

1500

250

 Postpaid

30 Day Bundle

30

38.49

5000

1024

 Postpaid

*USD amount will fluctuate in accordance to Market FX rates

6.       What are the rates to make calls while on an active Roaming Bundle?

  • The following rates will apply while on an active Roaming Bundle (Table 2)
  • Roaming rates are billed in USD in the Billing System for Postpaid customers and converted to JMD at the monthly exchange rate as reflected in your postpaid bill charges. As such, the rates charged are subject to foreign currency fluctuations.

·         You will receive the below reduced calling rate while roaming in the 28 destinations that are currently included in the plan.

 

Table 2: Roaming Bundle Rates

Destination

Rate (USD)

Rate (JMD)

Outbound calls to local numbers in roaming country, back to Jamaica or Rest of World

$0.35

$45.47

Calls to Premium International destinations

$1.03

$135

Cuba

$3.95

$513.19

Satellite

$8.67

$1,130

Incoming calls  Free

Text Messages

On-net/Off-net/international

$0.10

$13

Note:

·          Refer to question 8 for Countries in ROW, Premium International and Satellite destinations

·         You will not be able to access Overage usage of data. That is If the data is exhausted before the plan expires, you will be required to purchase a new data bundle or a roaming add-on in order to continue data roaming.

·         Voice and SMS will still be available for use at the discounted rates for the duration of the plan.

·         While USD rate will remain constant for Postpaid customers, the rate charged in JMD will change in accordance to the fluctuations in the foreign exchange rate.

 

7.       What are the rates to make calls while if I am not on an active Roaming Bundle?

  •  
    • If a customer is not on an active bundle plan, the customer will be charged at Standard Roaming rates. Standard roaming rates applies to the following scenarios:
      • Roaming in any of the eligible destinations without an active plan.
      • Roaming outside of the eligible destinations with or without an active plan.

 

Table 2.1: Standard roaming rates below:

Out of Bundle tariff

Rates

Rate (USD)

Rate (JMD)

While Roaming in Rest of World (ROW) destinations:

·         Inbound, Outbound calls (local, back home, Rest of the World) per min and  data per MB

·         Calls to  Destinations (VED)

·         Calls to VED –Satellite

 

·         $1.03

 

·         $3.00

·         $8.67

 

·         $135

·         $390

·         $1,130

While Roaming in Cuba:

Inbound, ALL outbound calls  per min and  data per MB

·         $3.95

·         $513.19

While Roaming in Premium International locations:

Inbound, ALL outbound calls per min and data per MB

·         $3.00

·         $390

While Roaming in VED-Satellite locations:

Inbound, ALL outbound calls per min and  data per MB

·         $8.67

·         $1130

Text Messages

On-net/off-net/international

$0.10

$13

Note: While USD rate will remain constant, the rate charged in JMD will change due in accordance to the fluctuations in the foreign exchange rate.

 

8.       What are the countries categorized as ROW, Premium International or Satellite:

·         Countries are assigned the following zones:

ROW

Country Code

Premium International Destinations

Country Code

Satellite Countries

Country Code

AFGHANISTAN

93

ASCENSION

247

GLOBAL MOBILE 881

881

ALGERIA

213

CUBA

53

GLOBAL MOBILE 881 Ellipso Satellite Service

881

AMERICAN SAMOA

1684

DIEGO GARCIA

246

GLOBAL MOBILE 881 Globalstar 8

881

ANDORRA

376

KIRIBATI

686

GLOBAL MOBILE 881 Globalstar 9

881

ANGOLA

244

KOREA (NORTH)

850

GLOBAL MOBILE 881 IRIDIUM 8816

881

ARMENIA

374

LATVIA

371

INMARSAT

870

AZERBAIJAN

994

MALDIVES

960

INMARSAT Aero

870

BAHAMAS

1242

MALDIVES Mobile

960

INMARSAT B HSD

870

BAHRAIN

973

NAURU

674

INMARSAT B Voice

870

BANGLADESH

880

NIUE

683

INMARSAT Bgan

870

BELARUS

375

SAO TOME AND PRINCIPE

239

INMARSAT Bgan HSD

870

BELIZE

501

SOLOMON ISLANDS

677

INMARSAT Gan/Fleet/Hsd

870

BENIN

229

SOMALIA

252

INMARSAT M Voice

870

BHUTAN

975

ST HELENA

290

INMARSAT Mini M/Fleet/Gan

870

BOLIVIA

591

TOGO

228

INTL NETWORKS 882

882

BOSNIA & HERZEGOVINA

387

TOKELAU

690

INTL NETWORKS 882 DTAG Next Generation Network

882

BOTSWANA

267

TUVALU

688

INTL NETWORKS 882 DTAG Next Generation Network II

882

BRUNEI

673

UKRAINE

380

INTL NETWORKS 882 Elipso

882

BURKINA FASO

226

UNIV TELECOM SVC

878

INTL NETWORKS 882 EMSAT

882

BURUNDI

257

UNIV TELECOM SVC UPT

878

INTL NETWORKS 882 GNS

882

CAMBODIA

855

WALLIS & FUTUNA

681

INTL NETWORKS 882 INTERMATICA

882

CAMEROON

237

WESTERN SAMOA

685

INTL NETWORKS 882 Jasper

882

CAPE VERDE

238

 

 

INTL NETWORKS 882 Jersey Telecom

882

CENTRAL AFRICAN REP

236

 

 

INTL NETWORKS 882 Maritime Communication Partners

882

CHAD

235

 

 

INTL NETWORKS 882 Oration Technologies Network

882

CHINA

86

 

 

INTL NETWORKS 882 Thuraya

882

COMOROS

269

 

 

INTL NETWORKS 882 VODAFONE

882

CONGO

242

 

 

INTL NETWORKS 883

883

COOK ISLANDS

682

 

 

INTL NETWORKS 883 Voxbone

883

COTE DIVOIRE

225

 

CYPRUS

357

 

DEM REP CONGO

243

 

DENMARK

45

 

DJIBOUTI

253

 

DOMINICAN REPUBLIC

1

 

EAST TIMOR

670

 

EQUATORIAL GUINEA

240

 

ERITREA

291

 

ESTONIA

372

 

ETHIOPIA

251

 

FALKLAND ISLANDS

500

 

FAROE ISLANDS

298

 

FIJI

679

 

FINLAND

358

 

FRENCH POLYNESIA

689

 

GABON

241

 

GAMBIA

220

 

GEORGIA

995

 

GIBRALTAR

350

 

GREENLAND

299

 

GUAM

1671

 

GUINEA

224

 

GUINEA-BISSAU

245

 

HONDURAS

504

 

HONG KONG

852

 

ICELAND

354

 

INDIA

91

 

INDONESIA

62

 

IRAN

98

 

IRAQ

964

 

IRELAND

353

 

ISRAEL(970)

972

 

JORDAN

962

 

KAZAKHSTAN

7

 

KENYA

254

 

KOREA (SOUTH)

82

 

KOSOVO

383

 

KUWAIT

965

 

KYRGYZSTAN

996

 

LAOS

856

 

LEBANON

961

 

LESOTHO

266

 

LIBERIA

231

 

LIBYA

218

 

LIECHTENSTEIN

423

 

LITHUANIA

370

 

LUXEMBOURG

352

 

MACEDONIA

389

 

MADAGASCAR

261

 

MALAWI

265

 

MALAYSIA

60

 

MALI

223

 

MARSHALL ISLANDS

692

 

MAURITANIA

222

 

MAURITIUS

230

 

MICRONESIA

691

 

MOLDOVA

373

 

MONACO

377

 

MONGOLIA

976

 

MONTENEGRO

382

 

MOROCCO

212

 

MOZAMBIQUE

258

 

MYANMAR

95

 

NAMIBIA

264

 

NEPAL

977

 

NEW CALEDONIA

687

 

NIGER

227

 

NIGERIA

234

 

NORTHERN MARIANAS

1670

 

NORWAY

47

 

OMAN

968

 

PAKISTAN

92

 

PALAU

680

 

PALESTINE

970

 

PAPUA NEW GUINEA

675

 

PHILIPPINES

63

 

QATAR

974

 

REUNION & MAYOTTE

262

 

RUSSIA

7

 

RWANDA

250

 

SAN MARINO

378

 

SAUDI ARABIA

966

 

SENEGAL

221

 

SERBIA

381

 

SEYCHELLES

248

 

SIERRA LEONE

232

 

SINGAPORE

65

 

SLOVENIA

386

 

SOUTH AFRICA

27

 

SOUTH SUDAN

211

 

SRI LANKA

94

 

ST PIERRE & MIQUELON

508

 

SUDAN

249

 

SWAZILAND

268

 

SWEDEN

46

 

SWITZERLAND

41

 

SYRIA

963

 

TAIWAN

886

 

TAJIKISTAN

992

 

TANZANIA

255

 

THAILAND

66

 

TONGA

676

 

TONGA

676

 

TUNISIA

216

 

TURKMENISTAN

993

 

UGANDA

256

 

UNITED ARAB EMIRATES

971

 

UZBEKISTAN

998

 

VANUATU

678

 

VIETNAM

84

 

YEMEN

967

 

ZAMBIA

260

 

ZIMBABWE

263

 

 

9.       How do I activate the Roaming Bundles?

·         You may use any of the methods below to activate a Roaming Bundle on your postpaid account:

 

MyDigicel App:

·         Go to the MyDigicel App and select the My Plans tab for the Roaming Bundles. When you select the plan, a description and the option to buy the plan or cancel will be displayed. Once the BUY option is selected, a request will be sent for the plan activation. Once there is sufficient credit, you will then receive a confirmation text message.

·         If there is insufficient credit when the BUY option is selected, the activation will fail and you will receive a text message advising to add sufficient credit and try activating the plan again.

 

Short Code (*153#):

·         Dial the short code *153# and SEND, a text message will follow, instructing you to dial the respective short code for the desired Roaming Bundle that is being activated.

·         Once you send the short code for the desired Bundle, a text message will follow instructing you to dial *153*1# SEND to confirm activation or dial *153*9# to cancel the activation request.

                                                                        

10.   How do I check my data bundle balance and Roaming Bundle expiration?

·         You will be able to check your data bundle balance using:

  •  
    • MyDigicel App
    • Short Code
      • *120*9# for Postpaid subs

 

11.   Will I be able to keep my bundles when my Roaming Bundle expires?

·         No, when the Roaming Bundle expires the following will happen:

  •  
    • Unused data bundle will be removed from your account.
    • You will also receive a text message advising that the Roaming Bundle is expired and that standard roaming rate will apply.

 

·         On your postpaid account, the plan expiry text message will be sent 4 days, 2 days and 1 day before the roaming bundle expires. The text message will advise you that the plan will soon expire and you can opt-in to automatic renewal to save the unused data bundle.

 

12.   How do I renew my Roaming Bundle?

  • You will be able to opt in for automatic renewal by using the Short code (*153#) or MyDigicel app before the plan expires.

Postpaid – Three (3) notification messages will be received before the Roaming Bundle expires (4 days, 2 days and 1 day before) advising you how to opt-in to automatic renewal.

 

Note: If you have an active 1 day Roaming Bundle, you will receive one (1) text message notification 12 hours prior to expiration.

 

13.   How do I cancel my Roaming Bundle?

 

  • The Roaming Bundle cannot be cancelled after activation.
  • During the activation process you may cancel the activation request.
  • Once activated, the plan will only expire at the end of the subscription period i.e. 1 day, 7 days and 30 days, after purchase.

 

14.   Will I receive data exhaustion notifications?

·         For postpaid subs, you will receive three (3) notifications indicating bundle usage:

o   1st - You've used up 50% of your roaming data bundle. You may dial *153# or use your free 100MB to visit the MyDigicel app and purchase a new plan. 

o   2nd - You've used up 90% of your roaming data bundle. You may dial *153# or use your free 100MB to visit the MyDigicel app and purchase a new plan. 

o   3rd - You've used up 100% of your roaming data bundle. You may dial *153# or use your free 100MB to visit the MyDigicel app and purchase a new plan.

·          

15.   What will happen if I exhaust my allotted data bundles before the plan expires?

·         Overage is automatically blocked. Once the allotted data bundles are exhausted and you attempt to browse, you will receive a text message advising that you should buy a roaming bundle by dialing *153#.

·         Once you dial *153# or access available plans through MyDigicel app, you will be given the following options:  

                      .      Postpaid:

·         Transit to higher plan duration.

·         Purchase Roaming data add-on.

 

16.   What are the Roaming Data Add-Ons that are available?

  • There will be three Roaming Data Add-Ons available for postpaid customers once you have an active Postpaid Roaming Bundle:

§  1GB for $5000

§  250MB for $1500

§  50MB for $350

·         The Roaming Data Add-On will be available for activation via the Short code (*153#) and the MyDigicel App. The Roaming Data Add-On expiry date will be the same as the Roaming Bundle that is active at the time of activation.

17.   Am I able to move from one Roaming Bundle to another?

·         Yes. Transit is allowed to and from any Roaming Bundle as a postpaid customer.  

 

18.   What will happen when I change my plan?

  • The remaining bundle from the old plan will be added to the bundle from the new plan or when the plan auto renews (i.e. bundle roll over is allowed only for transit). See below table for plan transit rules.
  • The new expiry date will be determined by the plan that gives the longer validity.

Scenario 1

v   If you activate a 30 day Roaming Bundle that will expire August 4, 2017. Then 5 days later, you activate the 7 day Roaming Bundle which will expire July 16, 2017 the below will happen:

v  The 30 day Roaming Bundle will expire and the 7 day Roaming Bundle will become active.

v  The plan renewal cycle will change from the 30 day to the 7 day plan.

v  The reduced voice and SMS rate and data allotment will maintain the expiration date of August 4, 2017.

 

Scenario 2

v  If you are on a 1 day Roaming Bundle that will expire July 6, 2017. That same day, you activated the 7 day Roaming Bundle that will expire July 11, 2017 the below will happen:

v  The 1 day Roaming Bundle will expire and the 7 day Roaming Bundle will become active.

v  The plan renewal cycle will change from the 1 day to the 7 day plan.

v  The reduced voice and SMS rate and data allotment validity will be extended to July 11, 2017.

Table 3: Transiting Rules for Customers

Active Plan

Transit Rule

Customers on a 1 Day Plan Roaming Bundle

Customers may transit to any plan

Customers on a 7 Day Plan Roaming Bundle

Customers may transit to any plan

Customers on 30 Day Plan Roaming Bundle

Customers may transit to any plan

 

19.   Will my unused bundles roll over to my new plan if I transit to another one or renew my current plan?

·         Yes. Unused data bundle will roll over to your new plan if you transit to another plan or renew your current plan before it expires. This is capped at 50GB.

 

20.   Will I be prompted to opt in to automatic renewal?

·         Yes. You will be sent a message prompting you to automatically renew your existing plan or not.

o  Postpaid customers will receive the renewal notification 4 days, 2 days and 1 day before plan expiry.

§  Except for the 1 day plan trigger a notification 12 hours before plans expire.

 

21.   Will I be charged to access the MyDigicel app while roaming?

§  No. MyDigicel app usage will be free up to 100MBs daily while roaming.

a.       You will be given 100MB on your prepaid or postpaid account for MyDigicel app usage. This allotment will be possible whether or not you have an active Roaming Bundle. Access will however be limited to when you are roaming. 

b.       This allotment will reset daily at 12:00 a.m. and will not rollover any unused MB.

 

22.    Is there a Fair usage allotment for the MyDigicel Application while roaming?

§  Yes, your free usage of the MyDigicel app will be capped at 100MB per day. You will receive a notification message when usage is between 95MB and 99MB, indicating that you are nearing your Fair Usage allotment.

§  At 100MB, you will be notified that you have exhausted your fair usage allotment.

 

23.   Will I be charged to download MyDigicel app while roaming?

§  Yes, downloading the MyDigicel app from Play or Apple store will incur data charges while roaming.

 

24.   In which countries will I be able to use the Roaming Bundles?

  • The Roaming Bundles can be used once roaming in any of below listed countries

§  USA, Anguilla, Antigua and Barbuda, Aruba, Barbados, Bermuda, The British Virgin Island, Bonaire, Cayman, Curacao, Dominica, French Guiana, Grenada, Guadeloupe, Haiti, Martinique, Montserrat, St. Kitts and Nevis, St. Lucia, St. Vincent and The Grenadines, Suriname, Trinidad and Tobago, Turks and Caicos, UK, Ireland, Canada, El Salvador, Panama

 

25.   Will I be able to activate the old Roaming Plans?

·         No. The Roaming Bundles will replace the Roaming plans seen below.

Plan Name

 

Postpaid

 

Roam Like You’re Home

 

Postpaid BB 30MB Roaming Bundle

 

Postpaid BB 90MB Roaming Bundle

 

Postpaid 30MB Data Roaming Bundle

 

Postpaid 90MB Data Roaming Bundle

 

 

 

26.   What will happen if there is an active Roam Like You’re Home Plan or Roaming Passport Plan on my account when the new Roaming Bundles launch?

·         If you are already on an active Roam Like You’re Home or Roaming Passport Plan, you will be able to continue using your plan allotments for its duration.

·         You will however not be able to renew the plans once expired.

 

27.   If I should travel from one of the eligible country to another while my plan is still active, will I need to activate another plan in order to continue to benefit?

  • No. Once the Roaming Bundle is active on your account you will not need to re-activate if you are travelling from one eligible country to another.

 

28.   What will happen if I do not have available credit on my main balance?

  • If there is insufficient credit on the account while the Roaming Bundle is active, you will not be able to make calls or send text messages; however you will be able to continue receiving calls FREE of charge.
  • You will be able to continue accessing the data bundle available on your account. Once depleted, if there is no credit available on your account, you will not be able to browse.
  • You may purchase credit for your prepaid account using any of Digicel’s top-up methods or purchase directly from Digicel’s website at www.digiceltopup.com
  • You may make payments on your postpaid account using online methods.

 

29.   Do I have to activate the Roaming Bundle before I travel?

  • No. Activation can be done before or while roaming.

 

Note: You are required to connect to a network that allows the use of short codes, otherwise, the plan may be activated via the MyDigicel app.

 

30.   If I activate the Roaming Bundle before roaming, will the plan rates apply immediately?

  • No. The plan rates are only applicable when roaming and connected to a network.
  • Once you are in Jamaica you will be charged at your respective rate plans and benefit from local promotions and products until you start to roam.

 

31.   If I have bonus credit on my account, can this credit be used while roaming?

·         No. Bonus credit is a local offer and will not be available for use while roaming.

 

32.   If I am a postpaid customer, will I benefit from your local JMD3.89 rate?

  • No. The $3.89 rate plan is only available while on the home network in Jamaica.

 

33.   Will I be able to browse at 3G or 4G speeds with a 3G or 4G capable handset?

  • You will only browse at 3G or 4G speeds if you are connected to a 3G or 4G network.

 

34.   Will my local data plan still be valid while on this plan?

  • No, while roaming and on this plan, your local data plan is not valid. You will not be able to browse Overage rate once you exhaust the data bundle that is included in the plan.

 

35.   Will I be able to contact Customer Care while roaming?

  • Yes. You can dial 1876 380 7626(ROAM) in order to contact Customer Care while roaming.
  • Contacting Customer Care while roaming with an active plan, will be charged same rate as if calling a Digicel number.
  • Alternatively, you may also use the web chat feature within the MyDigicel App to contact customer care.

36.   How do I get to my Voicemail while roaming?

 

  • Dial 1876 380 0000 to get to your voicemail.
  • Contacting voicemail while roaming will be charged at the same rate as if calling a Digicel number.

 

37.   What is the exchange rate?

  • The exchange rate is subject to change each month based on the foreign exchange market.

38.   re postpaid customers required to have an additional roaming deposit in order to activate the plan?

§  No. There is no additional roaming deposit required. Once you confirm activation of the bundle of your choice, it will activated. If roaming was not previously enabled on your account, it will be automatically enabled once a Roaming Bundle is active.

 

39.   Is there a Fair Usage for calls made while having a Roaming Bundle active?

·         Prepaid Roaming Bundles are configured with a 300 minutes Fair User Policy (FUP).

·         If you exceed 300 minutes for calls back to Jamaica or Digicel Territories while having an active plan you will be charged a rate at Standard Roaming Rate of $1.03 (ROW), $3.00 (VED) or $8.67 (VED –SAT) depending on your location.

·         This FUP minute count will restart for the below scenarios:

  •  
    • When your Roaming Bundle auto renews.
    • When you transit among the new Roaming Bundle.

Note: This is only applicable to prepaid customers in USA on the T-Mobile or AT&T networks.

 

 

 

 

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Roaming Bundles FAQs