Pre & Post Paid PRIME Bundles FAQs
Digital@Digicel: Prime Bundles – Master FAQs Framework – Draft2.0
- First off, what is a Digital Operator?
You’ve heard about how we’re going all in on digital, right? On account of how our customers are all in on digital and it’s our job to meet them where they are.
As a mobile operator, we sold minutes and MBs, now, as a Digital Operator, we’re about delivering digital experiences and engagement. And we’re making that happen 1440 minutes of each day.
That means being always there, always on and always having something to offer customers – no matter what they are into. Sports, Music, News, Messaging, Marketplaces, Cloud Storage, Radio, and Podcasts – we have something for everyone. Every minute of every day.
2. How are we showing customers what Digital Operator means?
So, we’ve agreed that we’re a Digital Operator, and we understand what that means. Now how do we show customers what that means?
The first major move in our new Digital Operator and customer relationship is providing our customer with an opportunity to upgrade to our NEW Digital Bundles
That means we’re enabling them to enjoy all of the digital engagement, digital experiences and data they could possibly wish for. Say hello to our all-new Digicel Prime bundles.
Put simply, the Prime Bundles are our future. Our Digital Operator future.
3. Sounds interesting! Tell me about those Prime Bundles.
Our Digital Operator promise to customers is of simply more. 1440 minutes of each day, and our all-new Prime bundles do just that. Here’s how. We’re giving customers BRAND NEW exciting Digital bundles which include 8 Apps each with its own data allocations.
Our Prime Bundles feature our suite of seven digital services (or apps). D’Music and PlayGo for music and TV streaming, BiP for messaging, video calls, gaming and marketplaces, LOOP for news, Billo for cloud storage and GoLoud for Radio and Podcasts - each with its own super generous data allotment so that customers can feel, touch, experience and enjoy them as they live their digital lives. But that’s just the start. Digicel Prime bundles also feature free access to sports streaming with SportsMax and to Digicel’s self-care destination, MyDigicel app.
Not only that.
With our prime bundles we’re making sure our customers can enjoy more of the things they love, with even more data.
Whatever our customers are into, we have a digital experience for them meaning they can do more, experience more, learn more, laugh more, make more, share more, listen more and play more together with Digicel.
4. Why are the Digital bundles more expensive than the OLD bundles
This is about giving our customers more and allowing them to enjoy, touch and feel our suits of digital experiences as they live their best digital lives with us. The plans provide all the access at a discount so the customer saves with respect to having access to all the apps.
- Are all customers able to purchase the Digital Bundles
Yes, all customers will have the access to purchase the Digital bundles
- Which Digital Services are included in the Prime Bundles?
Digicel Prime bundles include our full suites of Digital Services. And the great thing about our suite of digital services is that there really is something for everyone, no matter what they are in to.
Digicel Prime bundles include 8 Digital Apps. Here's a run-down:
1. Billo – your personal cloud storage solution
2. BiP – your instant messaging-and-much-more communications and discovery service
3. D’Music – your music streaming and downloads
4. LOOP – your news now
5. MyDigicel App – your Digicel self-service and store in your pocket
6. PlayGo 2.0 – your app for TV anytime, anywhere
7. SportsMax – your sports news and live streaming service – charged from main data account
8. GOLOUD – Ultimate Audio experience providing the best selection of live radio and most popular Podcasts
- What do I need to do?
The great thing about our prime bundles is that they come loaded with super generous data allotments for each of our digital apps so you can try, touch, feel and experience them to your heart’s content.
In addition to that, our prime bundles also come with a boatload of data for our customers to use as they wish between the Apps. (Data allocated is specific to the Apps)
Prepaid and Postpaid customers can upgrade their plan by using regular local method. You have many options to upgrade to the Digicel Prime Bundles - Through MDA, UMM (*135#), Web or my visiting your nearest Retail outlet where one of our friendly staff will assist you
- How do I activate the Prime bundle?
You can activate / purchase your bundle through 3 methods - MDA or UMM, Web
· Activation (Web):
§ Customers will be able to activate the New Prepaid DO Bundle Plan 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 DO Bundle Plan to activate the plan.
§ After selecting the desired DO Bundle plan the following will happened:
· 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 (MyDigicel App):
§ Customers will be able to activate the New Prepaid DO Bundle Plan by accessing the MyDigicel App
§ After gaining access to MyDigicel by entering the Digicel ID, the customer will go the My Plans section, select available plan, and click on the desired Prepaid DO Bundle to activate the plan.
§ After selecting the desired DO Bundle plan the following will happened:
· 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 (UMM):
§ Customers will dial UMM Code [*135#] to access the UMM menu.
§ Customers will then enter the desire selection code that will bring them to Prepaid DO Bundle Menu.
§ In the Prepaid DO Bundle Menu, the customer will enter the desire selection code and activate the desired duration DO Bundle plan.
§ Once the customer confirms their activation of the DO 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 DO 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 DO 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 DO Bundle expires customers WILL NOT keep the remaining MB for their Digital Services 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.
9. How much data will the Digital Service offerings consume?
This is all about giving customers more of the things they love at no extra cost.
The great thing about our prime bundles is that they come loaded with super generous data allotments for each of our digital services so you can try, touch, feel and experience them to your heart’s content.
In addition to that, our prime bundles also come with a boatload of data on top for customers to use as they wish.
Like any other app or data use on your phone, exactly how much you can do per MB or GB varies with a range of factors from the quality of video being streamed, the strength of your signal, how many people are on a call, etc. There can also be some “background data use” for apps that auto-update.
That said, as a rough guide, 5GB of data would allow you to do the following:
- What are the specific Digital Service Offerings provided in this upgrade?
[Market to include web link for the DO bundles]
Example below
CURRENT MARKET PLANs
PRIME BUNDLE PLANs
- What are the specifications on the Apps provided in the Prime Bundles
D’Music: Data allowance will be created for D’Music usage only; No other apps or browser will be able to access the data in the dedicated app data other than D’Music traffic. When the D’Music bundle is exhausted customers will be charged from their regular data bundle if available then their main credit. Qualified plans will differentiate the subscription that is applied to customer’s account.
PlayGo 2.0: Data allowance will be created for PlayGo usage only; No other apps or browser will be able to access the data in the dedicated app data other than PlayGo traffic. When the PlayGo bundle is exhausted customers will be charged from their regular data bundle if available then their main credit. Qualified plans will differentiate the subscription that is applied to customer’s account.
Billo: Data allowance data is to be created for Billo use only. The dedicated app data should be configured to allow Billo traffic for upload and download, no other Application or data traffic should be allowed from the dedicated app data. Once the bundle is exhausted customers will be charged from their main data for Billo usage then main credit.
BiP: Data allowance details to be created for specific BiP use only. The BiP dedicated app data should be configured to allow BiP Audio & Video call respectively. Absolute Zero Rating will be applied to Unlimited BiP Text which will not be consumed from this dedicated data bucket. BiP Group Video Calling, Discovery and Games will be charged from customer’s main data. No other Application or data traffic should be allowed from the dedicated app data. Once the bundle is exhausted customers will be charged from their main data for BiP usage then main credit.
SportsMax: No data bundle will be provided for SportsMax traffic; Eligible plans will include free SportsMax subscriptions. These subscriptions will be tiered between Basic Access and Premium Access which is determined by the parent plan. SportsMax in the Prime Bundle is access ONLY and data consumption is charged from the bundle data
Loop: A new Loop Data Allowance will be configured for Loop traffic only; The whitelisted data WILL NOT cover Loop Video and Advertisement; this traffic will be charged from the main data account.
GoLoud: A data allocation within the prime bundle will be provided for GoLoud usage ONLY; The data will be configured to allow only Radio streaming and Podcast Downloads. No other apps or browser will be able to access the data allocated other than GoLoud. When the GoLoud bundle is exhausted customers will be charged from their Main data bundle, if available, and then their main credit account
- What is the different service offering between Basic and Premium
Billo
· Billo Basic – Plans less than 30 days
o 5GB storage
o Allocated data for upload and download (not zero rated)
· Billo Premium – Plans 30 days
o 100 GB storage
o Allocated data for upload and download (not zero rated)
o Unlimited Photo Pick (This allows the user to select 5 photos and the app predict which will have greater engagement on SM.)
o Delete duplicated contacts from phone directory
o Backup photos in original quality
o Face recognition and grouping
BIP
· Unlimited Bip to Bip Messages, Voice notes, pictures and video messaging
· It excludes Group video calling, Discovery and Games – this data usage will be taken from the Main data account
D’Music
· Premium (1 day, 7 days and 30 days plan)
o Access to all Features and all Music/ Videos in the app
o Unlimited Downloads and Skips
o Create and Edit Playlists
o Share Music
o Car Mode, Offline Mode, Dark Mode & Explicit Filter
o Stations Included
o Access to Web Player
· Stations (1 day, 7 days and 30 days Plan)
o Access to Stations Genre streaming with 3 skips per hour
o 30 Day = 120 hours Streaming Per Month per customer
o 7 Day = 200 tracks or 12 hours streaming per week
o 1 Day = 60 tracks or 3.5 hours per day
o Upgrade to Premium built in
MDA
· All features and functionality available on MDA
- 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#]
MDA Example below:
UMM Example below:
- Will I keep the remaining balances on my account once the plan expires?
a) When PRIME Bundle expires customers WILL keep the remaining data, for their prime bundles until midnight.
b) Grace Period will remain the same for Data, SMS and Voice Bundles
c) Once this expires, customer will lose all remaining prime App specific bundles
- My main plan or bundle has “rollover data” does this change?
No. There is no change to your main plan or bundle. Rollover data is also available on both new bundles and the digital service allotments – if a plan is purchased before midnight same day of expiry the roll over will be applied to main data and Prime bundles respectively. If new plan is purchased after midnight same day of previous plan expiry, then there will be no roll over for main data bundle nor for Prime bundles.
- What happens if I already have a plan for one of the 7 Apps?
Sportsmax
· If a customer has an active SportsMax Standalone plan bundles then activates a Revised Red Plan with Prime Bundle the below should happen:
o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
o Customer will continue receiving Premium SportsMax access
o The regular SportsMax dedicated data will take priority in charging whilst using the SportsMax App
o The SportsMax dedicated data will maintain its original validity
PlayGo 2.0
· If a customer has an active PlayGo Standalone plan bundles then activates a Revised Red Plan with prime bundle the below should happen:
o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
o Customer will continue receiving Premium PlayGo access
o The regular PlayGo dedicated data will take priority in charging whilst using the PlayGo App
o The PlayGo dedicated data will maintain its original validity
D’Music
· If a customer has an active D’Music Standalone plan bundles then activates a Revised Red Plan with prime bundle the below should happen:
o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
o Customer will continue receiving Premium D’Music access
o The regular D’Music dedicated data will take priority in charging whilst using the D’Music App
o If and when the PlayGo bundle is exhausted the main data will incur D’Music charges
o The D’Music dedicated data will maintain its original validity
BIP
· If a customer has the Free BiP Text, Audio & Video call promo active on their account then activates a Revised Red Plan with D.O bundle the below should happen:
o Customers will receive the additional data bundle from the Bundle plan activated including prime bundle
o Customer will benefit from the new BiP bundle as the BiP Promo will end upon the launch of the prime Bundles
o The BiP bundle will take priority in charging whilst using BIP Audio & Video Calls
o The BIP text messaging will allow the prime bundle users to use it unlimited for free
o The BiP bundle will not cover charges for BiP Group Video Calling, Discovery and Games
- Will my Prime bundle work while I am roaming?
· In Digicel countries
o On a Digicel Roaming Plan – No, usage will be pulled from the roaming plan data allotment
o Off a Digicel Roaming Plan – No, usage will be pulled from main account credit i.e. charged to your account
· In USA, UK or Canada
o On a Digicel Roaming Plan – No, usage will be pulled from the roaming plan data allotment
o Off a Digicel Roaming Plan – No, usage will be pulled from main account credit i.e. charged to your account
- What will happen if I am moving between different plans on Billo providing different storage space
Customers are still able to access the app for 6 months (180 days) outside of a plan
1. Customers will not be able to upload new content if above the 5GB free storage
a. Customers are still able to upload once they are within the 5GB free allowance
b. Only while on a plan, the customer will benefit from Free Upload and download – Data usage
c. Customers will be able to accumulate while moving between multiple Billo plans
- What happens to my data stored on Billo if I don’t renew a plan or Leave Digicel Network
If storage is greater than 5GB all files will stay for 180 days
-
- Customers will need to delete items to get to the 5GB free allowance within the 180 days
o Customer will receive notifications within the 180 days grace period to reduce storage to the free storage allowance whole off a plan
o NB – No files will be deleted by the system if customer reduce their storage to the free allowance within the 180 days grace period.
-
- If customer is still above the 5GB free allowance, all files will be deleted after the 180 days grace period
