What is happening?
Some of the leading mobile carriers in the US have shut down their 3G networks and completed their migration to 4G and 5G technologies. These network changes may affect the sound quality and the ability to make and receive calls while roaming in the US. This change has impacted every roaming customer from every country globally.
We know that our customers will have questions and concerns about these changes. Digicel is committed to keeping you informed so that you are able to manage the transition and have the smoothest possible roaming experience while visiting the US.
1. How do these changes affect me?
Customers roaming in the US will experience reduced sound quality on calls and the ability to make and receive voice calls may be affected while on the T-Mobile or AT&T network.
We continue to work closely with these roaming partners to improve your experience of making and receiving voice calls whilst roaming in US and are committed to keeping customers informed about these developments.
2. Can I roam on a network other than T-Mobile with my 3G device?
Yes. You can continue to use your 3G device while roaming in the USA on either AT&T or T Mobile however, as both companies have retired their 3G networks, your voice experience will potentially be impacted. We are working every day with both these companies to resolve this issue as a matter of urgency. You will need a VoLTE-enabled mobile handset to have the greatest opportunity of making and receiving voice calls. Data roaming is not affected.
3. Will my 3G phone still work?
Your 3G phone will continue to work on the Digicel network as normal and within the USA for data roaming. For now, this transition by the US carriers only affects your device’s ability to voice roam. Data roaming is unaffected.
While we engage US carriers on testing alternative solutions that will allow for improved voice roaming, we recommend upgrading to a VoLTE-enabled device.
4. I have a 4G LTE or 5G phone; will I be able to access all roaming services?
Regardless of your device, data roaming will not be impacted. For voice services, we strongly recommend a VoLTE-enabled handset to have the greatest chance of being able to use voice roaming services.
5. How do I know if my device is 4G LTE or 5G compatible?
Apple/iOS users: go to Settings > Cellular > Cellular Data Options and tap Voice & Data. Here, you can switch your iPhone to 4G or 5G if your phone supports it.
Android users: tap Settings >> Network & Internet >> Mobile Network >> Preferred Network type. You should see all the Mobile Network technologies supported (2G, 3G, 4G and 5G).
6. What will happen when I switch on my phone upon arrival in the USA?
Your device will automatically find our roaming partner’s signal so that your device connects automatically.
If this does not happen within a few minutes of switching on, you may need to do a manual network search.
Android: Settings > Connections > Mobile Networks > Network Operators > Disable “Select Automatically” > Select a Network > Check for connection and carrier name “T-Mobile”.
iPhone: Settings > Mobile Data > Network Selection > Disable “Automatic” > Select a network > Check for connection and carrier name, “T-Mobile”.
*Steps may vary according to your device make and model.
7. What steps can I take to stay connected when traveling to the USA?
1. Consider upgrading to a 4G/5G-compatible device that supports VoLTE (Voice over LTE).
2. Select the best roaming package that suits your needs before you fly.