Dear Valued Digicel+ Customer,
Like every company across the globe, we are dealing with the impact of substantial increases in the costs of doing business. Not to mention here in Trinidad and Tobago, internet usage has doubled when compared to pre-pandemic levels, the costs of international television content continues to rise, and over-the-top (OTT) apps are growing in popularity, increasing internet pressures and further driving up our operational costs.
Additionally, given the demands for more internet, faster speeds and greater reliability, we must also improve the network’s resilience and redundancy to help prevent outages and downtime in the event of an outage.
Since our services are only as good as the money we invest in them, we must take action to ensure that what we deliver matches up to what you expect.
Therefore, it is against this background that we must implement new packages from 01 June 2023 and take this opportunity to provide 30 days advance notice, which is in line with our commitment to communicate openly with our customers.
We know these times are challenging and thank you for your understanding. We appreciate the opportunity to serve you on T&T’s award winning fastest and largest fibre network; it is not something we take lightly.
If you have any questions or concerns, please do not hesitate to contact our customer care team via email at email@example.com or live chat on our website www.digiceltt.com or the MyDigicelApp. We are here to help and support you.
The Digicel+ Team
1. Why is Digicel+ increasing prices?
Our prices are increasing to keep pace with the increasing costs of TV content and network reliability, all in an effort to continue to invest in and improve the overall customer experience.
2. Didn’t Digicel+ increase prices in February?
Yes we did, and this was limited to 1 specific plan, the variety-200, which had additional value added beyond the increase in price.
3. Didn’t Digicel+ increase prices 12 months ago?
Yes we did, and for the same reasons we continue to invest in our overall customer experience.
4. How can you increase prices after those outages in April 2023?
We continue to work diligently to maintain a reliable network and external factors out of our control can cause outages from time to time, but we make every effort to minimise the impact to our subscribers and restore service within our agreed SLAs. If our SLA is breached then we always ensure that the appropriate rebates are applied to all affected customers.
5. Will there be any additional value for the affected subscribers?
All affected subscribers will receive increased speeds of up to 200Mbps.
6. Who are the affected subscribers ?
All subscribers will be affected, excluding subscribers on; all BIG plans, Fibre 350, Modern Fibre 350, and Variety 200.
7. When will the price increase take effect?
The price increase will take effect on Thursday 01 June 2023
8. Will I be able to downgrade?
Yes, downgrades will be processed within 3 business days, Monday to Friday, from request. The standard TT$25.00 downgrade charge will apply.
9. Will affected customers receive any discounts?
· Affected customers on our fibre 150 and modern fibre 150 will receive a 12-month ~40% discount
· Affected customers on our fibre 250 and modern fibre 250 will receive a 12-month ~20% discount
10. When will affected subscribers be notified?
All affected subscribers and the general public will be notified on Monday 01 May 2023