Prime Bundles FAQs
Digital@Digicel: Prime Bundles – Product Enhancement & Price Increase
Digital@Digicel: Prime Bundles – Product Enhancement & Price Increase
Master FAQs Framework – Draft1.0
NOTE – All markets to update based on DO Bundle setup within your market
General Information
As part of Digicel’s effort to drive digital adoption and provide better experience to our customers, we are adding top third-party applications within the already loaded packages. The apps to be included are: (1) YouTube (2) TikTok.
Similar to the existing Apps (BiP, Billo, SportsMax, D’Music, GoLoud, Loop News, PlayGo and My Digicel App (MDA)), we will be offering a portfolio of products for prepaid and postpaid customers that will include a ‘data-allowance’ that will enable customers to use these new third-party apps without consuming extra balance from their principal account.
See below a detailed FAQ that can be used to provide all the main questions that customers may have:
- What is the Old vs. New Prime Bundle Portfolio?
| NEW | NEW | ||||||
| PREPAID | 1 day | 7 days | 30 days | 30 days | 7 Days | 7 Days | |
| Price | 4 | 15 | 35 | 55 | 20 | 70 | |
| Main Data | 1 GB | 1 GB | 3 GB | 6 GB | 2 GB | 8 GB | |
| D'Music | 1 | 7 | 30 | 45 | 7 | 45 | |
| Loop | 1 | 7 | 30 | 45 | 7 | 45 | |
| PlayGo | 1 | 7 | 30 | 45 | 7 | 45 | |
| SportsMax | 1 | 7 | 30 | 45 | 7 | 45 | |
| Bip | 1 | 7 | 30 | 45 | 7 | 45 | |
| Billo | 1 | 7 | 30 | 45 | 7 | 45 | |
| GoLoud | 1 | 7 | 30 | 45 | 7 | 45 | |
| Youtube | 7 | 45 | |||||
| Tik Tok | 7 | 45 | |||||
| TOTAL | 8 | 50 | 213 | 321 | 72 GB | 458 GB | |
| On-Net Minutes | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited | |
| Local Minutes | 50 | 300 | 50 | 300 |
2. What is the change for existing customers?
For Prepaid Customer, where old portfolio remains and new one is added as option:
Customer will not experience any difference at all and the new product will be appeared in the various store-fronts (ie. USSD, MDA, IVR and CRM available for agents). Customer will be required to deactivate old bundle and buy new bundle in order to access to new offer.
For Postpaid Customers, where old portfolio is replaced by new one:
Customers on the Prime XL and Prime XXL will automatically have this option after the product launch. The change will be communicated via “Email”, and upcoming bill details will also be adjusted. Additionally, new apps allotment will be added into MDA.
3. Why are the Digicel Prime Bundles more expensive than the OLD Prime bundles?
This is about giving our customers more and allowing them to enjoy, touch and feel our suite of digital experiences as they live their best digital lives with us. The Digital Apps Bundle has more value through LARGE data allocations and an array of easy and brilliant Apps (including now Youtube and TikTok).
- Are all customers able to purchase the Digital Prime Bundles
Yes, all customers will be able to purchase an instance of the prime plan whether a prepaid or postpaid customer..
- How do I activate the Prime Bundle (Prepaid)?
You can activate / purchase your bundle through 3 methods – MDA/Web, Online (Topup) or UMM
User Experience:
· Activation (MDA/Web):
§ Customers will be able to activate the Digicel Prime Bundle by accessing MyDigicel Web.
§ 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 PRIME Bundle Plan to activate the plan.
§ After selecting the desired PRIME Bundle plan the following will happen:
· 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 (Online/Top up):
§ Customers will be able to activate the New Prepaid PRIME Bundle Plan by accessing the Top up section of the MyDigicel App or the Top up Website
§ After gaining access, customer would enter the number that they would like to have the plan activated on
§ Ensuring that the plans Option is selected (this will allow direct activation):
§ Select the correct plan from the list provided
§ Check out to complete your transaction
§ Confirm card details
· This is method is based on the customers using their Debit or Credit Cards.
· The plan will be activated and card charged, but the customer will not see the credit on the account.
· Activation (UMM):
§ Customers will dial *135# to access the UMM menu.
§ Customers will then enter the desire selection code that will bring them to Prepaid PRIME Bundle Menu.
§ In the Prepaid PRIME Bundle Menu, the customer will enter the desire selection code and activate the desired duration PRIME Bundle plan.
§ Once the customer confirms their activation of the PRIME Bundle 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 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 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 PRIME Bundle expires customers WILL NOT keep the remaining MB for their Digital Services DAs 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 Services bundles.
- What are the Charging Priorities Order in which Data is consume 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
Ø YouTube: YouTube Bundle > Data Bundle > Main Credit
Ø TikTok: TikTok Bundle > Data Bundle > Main Credit
- 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 *135#
8. Will I be able to use the “rollover data” from main Old Prime Bundles into the New Prime Bundles (with inclusion ot YouTube and TikTok)?
Transit Table (Rollover/Accumulation Rules) |
||||
Services |
Old to Old |
Old to New |
New to New |
New to Old |
Voice |
YES |
YES |
YES |
YES |
SMS |
YES |
YES |
YES |
YES |
DATA |
YES |
YES |
YES |
YES |
PlayGo |
YES |
YES |
YES |
YES |
D'Music |
YES |
YES |
YES |
YES |
SportsMax |
YES |
YES |
YES |
YES |
Billo |
YES |
YES |
YES |
YES |
BiP |
YES |
YES |
YES |
YES |
Loop |
YES |
YES |
YES |
YES |
GoLoud |
YES |
YES |
YES |
YES |
YouTube |
N/A |
NO |
YES |
NO |
TikTok |
N/A |
NO |
YES |
NO |
- Will my Prime bundle work while I am roaming?
· In Digicel countries
o On a Digicel Roaming Plan – The plans will work but customers will be charged from their active roaming bundle and not the locally allocated bundles. The bundles will also work if the customer is on Wi-Fi (with an active subscription)
o Off a Digicel Roaming Plan – The plans are desined to work in the Cayman Islands, while outside of the Country customers would need roaming data or Wi-Fi to access access the bundles. If there is no Wi-Fi or active roaming bundles then usage will be charged from the available credit on the customers account
· In USA, UK or Canada
o On a Digicel Roaming Plan – The plans will work but customers will be charged from their active roaming bundle and not the locally allocated bundles. The bundles will also work if the customer is on Wi-Fi (with an active subscription)
o Off a Digicel Roaming Plan – The plans are desined to work in the Cayman Islands, while outside of the Country customers would need roaming data or Wi-Fi to access access the bundles. If there is no Wi-Fi or active roaming bundles then usage will be charged from the available credit on the customers account
