Digicel wishes to advise the public that in light of the implementation of the Government’s 2.5% Health and Citizen Security Levy, customers can expect to see an increase in their bill total as of October 1st , 2023. This will be applicable across our entire range of products and services including mobile, Digicel+ and Digicel Business.
FREQUENTLY ASKED QUESTIONS
eSIM is the latest technology for mobile devices removing the need for physical SIM cards. ‘eSIM’ refers to an embedded SIM 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 their SIM card.
Users can download “profiles” from different networks straight to a mobile device with the touch of a button. “Profile” means the account information for a particular network tied to a specific mobile number.
1. What is an eSIM?
An eSIM also known as an embedded or electronic SIM, is a SIM that is built into your mobile device and cannot be physically removed. There is no physical SIM card that you need to insert.
2. How does an eSIM differ from a SIM?
A SIM card is a physical chip card you slot into your phone normally in a tray that pops out from the side. A SIM usually has 3 sizes: Mini-SIM, Micro-SIM and Nano-SIM. A SIM card's most significant benefit is its portability. You can switch between devices in seconds, and you will not have to contact your carrier.
An eSIM is an embedded SIM card fitted into the phone's motherboard. It runs on the same networks as standard SIM cards, so there is not much difference in how they work outside the initial set-up and transferring of your number and plan.
An eSIM performs the same function as a physical SIM card but removes the requirement to physically swap SIMs when switching between network providers.
3. What is the benefit of having an eSIM vs a physical SIM Card?
i. eSIMs are hardwired to your device while physical SIM Cards are removable.
ii. There are limited physical SIM card slots in a device; eSIMs allow customers to have multiple mobile numbers on one device.
4. When will eSIMS be made available to customers?
eSIMS will officially launch on 26th January, 2023.
5. Will a Digicel eSIM work if my phone is locked to another network?
No. A Digicel eSIM will only work if your phone is unlocked or locked to the Digicel network.
6. 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.
7. What is the cost of an eSIM?
The cost of the eSIM is $10 for conversions and $15 for eSims with a new number.
8. What devices supports an eSIM?
1. iPhone 14
2. iPhone 14 Plus
3. iPhone 14 Pro Max
4. iPhone 14 Pro
5. iPhone 13, 13 Pro, 13 Pro Max, 13 Mini
6. iPhone 12, 12 Pro, 12 Pro Max, 12 Mini
7. iPhone SE
8. iPhone 11, 11 Pro, 11 Pro Max
9. iPhone XS, XS Max
10. iPhone XR
11. iPad Pro 12.9‑inch (4th generation)
12. iPad Pro 12.9‑inch (3rd generation)
13. iPad Pro 11‑inch (2nd generation)
14. iPad Pro 11‑inch (1st generation)
15. iPad Air (4th generation)
16. iPad Air (3rd generation)
17. iPad (8th generation)
18. iPad (7th generation)
19. iPad mini (5th generation)
Note: From 15th September, 2022, 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.
1. Samsung Galaxy S22 5G, Ultra 5G, S22
2. Samsung Fold LTE model
3. Samsung Z Flip 4
4. Samsung Z Fold 4
5. Samsung Galaxy Z Fold 3 5G
6. Samsung Galaxy Z Flip 5G
7. Samsung Galaxy Z Flip
8. Samsung Galaxy Z Fold2 5G
9. Samsung Galaxy Fold
10. Samsung Galaxy S21+ 5G
11. Samsung Galaxy S21 Ultra 5G
12. Samsung Galaxy Note 20 Ultra, Ultra 5G
13. Samsung Galaxy Note 20 FE 5G
14. Samsung Galaxy Note 20 FE
15. Samsung Galaxy S20, S20+ and S20 Ultra
Note: Some Samsung handsets listed may require a software patch to allow eSIM capability to show on their handset. Samsung is in the process of creating this patch which should be available in the first quarter of 2023.
1. Google Pixel 7 Pro
2. Google Pixel 7
3. Google Pixel 6 Pro
4. Google Pixel 6
5. Google Pixel 5a 5G
6. Google Pixel 5
7. Google Pixel 4a
8. Google Pixel 4
9. Google Pixel 3 & 3XL (Limited support)
10. Google Pixel 2
9. 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.
10. 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.
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. Is it possible that my phone has eSIM capability but I cannot use a physical SIM at the same time?
In some cases, you can only have one SIM (either physical SIM or eSIM) configured to your handset. In these cases, the physical SIM card slot can be used to insert a memory card as well. Using an eSIM in this case will allow customers to gain additional storage for their device.
13. Can I move from an eSIM to physical SIM?
Yes, you can switch from eSIM to physical SIM in seconds, once your phone supports a physical SIM.
14. Are SIM replacements facilitated by Digicel for faulty eSIMs and/or stolen or lost devices?
Yes, the SIM replacement process is the same as a physical SIM for faulty SIMs, stolen or lost devices.
15. How would I be provided with my eSIM information (including PUK number and serial number) after purchase?
You will receive your information via email or printed in the store.
16. 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 SIM card for calls and message, and the eSIM for internet.
17. Can a device without eSIM compatibilities become eSIM compatible?
No. You will have to purchase a new device that is eSIM compatible.
18. What should I know when replacing or upgrading a cell phone?
When it's time to replace your cell phone or upgrade to a new model, 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 or recycle 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 so there’s no risk of having the data on it stolen.
19. 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 SIM and eSIM as they will have different phone numbers.
20. Can I recover my eSIM if I accidentally delete it?
Yes, 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.
21. Can eSIM be switched off?
Yes, you can turn your eSIM line on and off as you please. Your eSIM, for a given country or region, will typically be displayed as a secondary line on your device and you can enable and disable its functionality as well as modify features within your settings.
22. Is it worth converting to eSIM and what are the advantages of an eSIM?
An eSIM makes it much easier to switch mobile networks. Instead of needing to order a new SIM, waiting for it to arrive, then inserting it into your phone, you can switch to a different network with a phone call or online.
23. How can I change my eSIM profile?
You can change your eSIM profile by visiting a Digicel Store and requesting a new eSIM with a new phone number.
24. Can I have the same eSIM profile on different eSIM supported phones?
No. This is not possible. Only one device is allowed at a time per profile.
25. Would persons with existing numbers that are assigned to a physical SIM be able to convert to an eSIM?
Yes, you can swap out your physical SIM to an eSIM with the same phone number, once your device supports eSIM. This will cost $10.
26. When purchasing an eSIM, do I have to pay a monthly fee to keep my eSIM?
No. There is no monthly fee associated with your eSIM at this time. The rules relating to life cycle of prepaid SIM cards also apply to eSIMs
27. How do I link my eSIM to my MyDigicel App (“MDA”) profile?
You can use the same phone number to access your MDA account if you have switched from physical SIM to eSIM. If you purchase an eSIM with a new phone number, you may add an additional account to your current MyDigicel App to review your balances, top up or pay bills; you can switch between accounts via the menu options.
28. What if my phone is lost or stolen, how can I get my eSIM number back?
You will need to visit a Digicel store and request a new eSIM with your old phone number. Proof of having been assigned the phone number will be required.
29. Is the eSIM available for all customers whether prepaid or postpaid?
Yes, you can purchase a Prepaid or Postpaid eSIM.
30. Can I roam with my 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.
31. Will my SMS and contacts be transferred to my eSIM when I move from a physical SIM?
You would need to back up your contacts to the cloud or your phone and transfer the data to your eSIM once installed.
These FAQs are meant merely as a guide for customers and Digicel shall not be held responsible for any errors or omissions in the above.