Digicel Cayman

eSIM FAQs

 

eSIM Explained

eSIM is the latest technology for mobile and IOT devices that will ultimately remove the need for physical SIM cards. ‘eSIM’ refers to an embedded SIM built in the device and takes the form of a chip that cannot be removed from a mobile device. This means that users can switch between mobile networks without needing to replace a physical SIM.

 

Users can download an eSIM from different networks straight to a mobile device with the touch of a button. An eSIM performs the same function as a physical SIM card but removes the requirement to physically swap SIM Cards when switching between network providers.

 

 

1.       What is an eSIM?

An eSIM is an embedded SIM inside your device. With eSIM, no physical SIM card needs to be inserted. An eSIM consists of software installed onto an (eUICC) chip permanently attached to your device. An eSIM stores user’s subscription and network settings on the device itself. An eSIM can only be used in one device at a time.

 

 

 

2.       Why do I need an eSIM?

As handsets evolve, manufacturers introduce new technologies that are geared towards improving subscriber experience. The eSIM is one such technology. If your handset supports the functionality, one practical example for needing an eSIM is if you require two lines on the same phone. You can use the eSIM for your business line and the physical SIM for your personal line.

 

 

3.       Will my eSIM work if my phone is locked to a network?

If you are purchasing an eSIM from a network operator that is different to the network your phone is locked to, then you will need to unlock your phone before using the eSIM.

A Digicel ESIM will only work if your phone is unlocked or locked to the Digicel network.

 

 

4.       Can the eSIM be accidentally removed?

Yes, you can accidentally delete the eSIM from the phone using the delete function. However, it cannot be removed on its own. You should keep a copy of the QR code issued in the store so you will be able to re-scan the code in the event of accidental deletion.

 

 

5.       Can I use ESIM for Roaming?

Yes, many smartphones now allow an eSIM to be used for your mobile data, adding to their convenience factor when traveling to foreign countries. You can retain your phone number for regular communication.

 

 

6.       Where do I get a Digicel eSIM?

Yes, you can roam with your eSIM once you purchase a roaming plan or you can opt to Pay As You Go if you do not purchase a roaming plan.

Persons interested in getting an eSIM from Digicel should come into one of our retail stores and speak with an available sales agent.

 

 

7.       Is the eSIM available for all customers whether prepaid or postpaid?

No, eSIM is currently available for postpaid customers only. 

 

 

8.       Is there a cost associated with getting a Digicel eSIM?

Similarly to our physical sims, an eSIM cost $11.00 for a prepaid sim and $3.00 for a replacement sim. There are no additional cost unless a replacement eSIM is needed.

 

 

9.       Do I have to get a new number with my eSIM?

No, you do not need to get a new number with your eSIM. When you come into Digicel, we can transfer your current number to your eSIM.

 

 

10.   What happens to my physical SIM when my eSIM is activated?

If you are moving the phone number of your physical SIM to an eSIM, the physical SIM will no longer work. If you are purchasing a new eSIM with a new phone number, you can use both the physical and eSIM as they will have different phone numbers.

 

 

11.   Is it possible that my phone has both SIM card and eSIM capability?

Some cell phones may have both a removable SIM card and an eSIM, which allows customers to have two separate numbers – such as a personal number and a work number – on one device. The dual SIM feature is supported on a wide range of mobile phones and many wireless providers are currently offering it.

 

 

12.   What if I lost my device, how do I get back my number?

In order to retrieve your number, you will need to visit one of our retail stores prepared to complete the verification process. In order to complete the verification process, you need to bring one valid form of government ID. Once you are verified, you may purchase a replacement eSIM.

 

 

13.   How do I know if my device uses an eSIM?

 

iPhone

1. Go to  your phone’s Settings

2. Click on mobile data.

3. On this screen, you will see the active SIM cards on your phone.

4. Tap on the “add mobile data plan” option.

If after this, you get the option to scan a QR code, then your iPhone does support eSIM or virtual data SIM card.

 

Samsung

1. Go to Settings> Connections> SIM card manager> Add Mobile plan 

2. If the “Add Mobile plan” option is available, it should mean that your device supports eSIMs.

3. You can also tap “IMEI” in the search bar of your settings, and the option “IMEI information” (or similar) should show up. If the “IMEI (eSIM)” is available, it means that your device supports eSIM.

 

Google Pixel

1. Go to Settings

2. Go to Networks and Internet

3. Then click on an option called Advanced, then Add Operator.

4. Finally, after this, you will be asked for authorization to use your phone’s camera to scan the QR code.

If these steps are successful, your Google Pixel is eSIM capable.

 

See fig.1 below for the list of confirmed eSIM compatible devices.

 

 

14.   What does it mean when a device is an eSIM only device?

Devices that are eSIM-only do not have a physical SIM card; instead all of the information needed to connect your device to use on the Digicel network is stored on the eSIM inside the device.

 

 

15.   How do I get the eSIM on my device?

You can activate your eSIM using one of the following methods:

 

Android

1. Go to Settings> Connections> SIM card manager> Add Mobile plan 

2. Select the “Add Mobile plan” option.

3. Select “Scan carrier QR code”

4. Confirm that you are adding the eSIM.

 

 iOS

1. Go to Settings> Connections> SIM card manager> Add Mobile plan

2. Select the “Add Mobile plan” option.

3. Scan the QR code

4. Follow steps as prompted.

 

 

16.   What does it mean when a device has a Dual SIM with an eSIM?

Devices that have Dual SIM with an eSIM have both a physical SIM card and an eSIM. This allows you the option to have two different phone numbers on the same device.

 

 

17.   Can I use eSIM and physical SIM at the same time on a Samsung device?

Yes, you can still use your SIM card after installing the eSIM. In fact, you can even use both cards simultaneously, your primary card for calls and message, and the eSIM for Internet.

 

 

18.   What should I know when replacing or upgrading a cell phone?

When it's time to replace your cell phone, check your old phone to find out if it has a physical SIM card, uses an eSIM, or both. If the device you are replacing uses an eSIM, wipe all data from the eSIM profile before you dispose of the device.

Check with the manufacturer and your service provider for instructions on how to properly wipe the data. If your old phone had a physical SIM card, you should remove it. You can either store it securely as a backup or destroy it to avoid having the data on it stolen.

 

 

19.   Will my SMS and contacts be transferred to my eSIM when I move from a physical ESIM?

You would need to back up your contacts to the cloud or your phone and transfer the data to your eSIM once Installed.

 

 

20.   How do I change devices with an eSIM?

Android

If there is an Android device involved in the eSIM transfer, you would first need to delete your eSIM on your current device, and then activate the eSIM in your new device (see previous question).

You will need to return to one of our retail stores to complete the process in order to resume using it as normal.

 

iOS to iOS

You can transfer your eSIM with Quick Transfer

-          During the initial set up process of your new iPhone, you will be asked if you want to transfer an eSIM data plan from another iPhone. You would then follow the steps as prompted.

-          If you did not do the transfer during set up, you can still use Quick Transfer.

·       Setting > Mobile > Add Data Plan

·       Choose a data plan to transfer from another device. Click “Transfer” from “Another Device”. For this, both devices must be updated with iOS 16.

·       Go to your old iPhone and see the instructions to confirm the transfer.

·       Wait for the data plan to activate on the new iPhone. Then eSIM data plan on your previous iPhone will be deactivated.

·       If you see the option “Finish setting up your data plan”, click there. Once you do so, you will be directed to your operator’s website, follow the requested steps.

 

Fig 1. List of eSIM supported devices by phone manufacturers.

 

Apple

iPhone 14

iPhone 14 Plus

iPhone 14 Pro Max

iPhone 14 Pro

iPhone 13, 13 Pro, 13 Pro Max, 13 Mini

iPhone 12, 12 Pro, 12 Pro Max, 12 Mini

iPhone SE

iPhone 11, 11 Pro, 11 Pro Max

iPhone XS, XS Max

iPhone XR

iPad Pro 12.9‑inch (4th generation)

iPad Pro 12.9‑inch (3rd generation)

iPad Pro 11‑inch (2nd generation)

iPad Pro 11‑inch (1st generation)

iPad Air (4th generation)

iPad Air (3rd generation)

iPad (8th generation)

iPad (7th generation)

iPad mini (5th generation)

 

Note:  From September 15, iPhone discontinued the use of physical sim with the launch of the US version of the iPhone 14.  Rest of the world versions do support a physical sim.

 

Samsung

Samsung Galaxy S22 5G, Ultra 5G, S22

Samsung Fold LTE model

Samsung Z Flip 4

Samsung Z Fold 4

Samsung Galaxy Z Fold 3 5G

Samsung Galaxy Z Flip 5G

Samsung Galaxy Z Flip

Samsung Galaxy Z Fold2 5G

Samsung Galaxy Fold

Samsung Galaxy S21+ 5G

Samsung Galaxy S21 Ultra 5G

Samsung Galaxy Note 20 Ultra, Ultra 5G

Samsung Galaxy Note 20 FE 5G

Samsung Galaxy Note 20 FE

Samsung Galaxy S20, S20+ and S20 Ultra

 

Google Pixel

Google Pixel 7 Pro

Google Pixel 7

Google Pixel 6 Pro

Google Pixel 6

Google Pixel 5a 5G

Google Pixel 5

Google Pixel 4a

Google Pixel 4

Google Pixel 3 & 3XL (Limited support)

Google Pixel 2