PREPAID MY PLANS FREQUENTLY ASKED QUESTIONS (“FAQs”)

Effective: 11^th July, 2023

The following are the terms and conditions (“Terms”) governing the use of Digicel’s Prepaid mobile plans:-

1.  What are the Prepaid mobile plans?

The following are Digicel’s Prepaid mobile plans together with their features:

NOTE:      

Local Digicel numbers include mobile and landline numbers as well as numbers that have been ported from other local networks and are now on Digicel’s network.

*At any one point, the maximum amount of unused bundled Anywhere Minutes on your account will be 1,000 minutes.

**At any one point, the maximum amount of unused bundled LTE data on your account will be 400 GB.

2. What is Hotspot data?

·         Hotspot data is data specifically allocated to be used for connecting other devices to the internet. 

3. What happens when my allocated Hotspot data is depleted?

·         Once your allocated Hotspot data is depleted, you would not be able to share an internet connection with other devices. In order to continue sharing data, you would have to purchase an add-on or repurchase a My Plan.

4. What is Free Data Sundays?

·         You will be able to use LTE data without depleting your data allocation on Sunday’s, once you are on a My Plan that includes Free Data Sundays.

 5. How will I be charged if I make a call to a non-Digicel number?

·         Calls to non-Digicel numbers, that are included in Anywhere Minutes, will deplete your Anywhere Minutes bundle.

If your bundled Anywhere Minutes are depleted, when you make further calls to non-Digicel numbers, you will be charged at Digicel’s prepaid Pay As You Rates Go rates.

If you make a call that is not included in your Anywhere Minutes bundle, you will be charged at Digicel’s prepaid Pay As You Rates Go rates.

Please visit  https://www.digicelgroup.com/tt/en/New-Rates.html  to view our prepaid Pay As You Rates Go rates;

OR

·         You can purchase the following Talk Add-Ons for calls to local non-Digicel numbers and certain non-local destinations by dialing *323# or visiting the My DigicelApp:

Please note the following:

·         Once any of the prepaid plans is active, an Add-On can be purchased.

·         The Talk Add-On will expire when the current plan expires.

6. What are Local Minutes?

·         Local Minutes are minutes that can be used for calls to local non-Digicel numbers.

7. What are Anywhere Minutes?

·         Anywhere Minutes are minutes that can be used for calls to local non-Digicel mobiles, as well as local non-Digicel landlines, USA (mobiles and landlines), Canada (mobiles and landlines), UK landlines only, Venezuela (Telefonica Mobile only) and Digicel Caribbean (excluding Antigua & Barbuda, Jamaica, Haiti and Guyana) mobiles.

8. Do the Anywhere Minutes apply to Venezuela Mobiles or landlines or both?

·         The Anywhere Minutes will only apply to Telefonica Mobile in Venezuela.

·         If calling a different provider in Venezuela, you will be charged at Digicel’s prepaid Pay As You Go rates.

9. What countries are considered Digicel Caribbean?

·         The following are Digicel Caribbean territories:

-  Anguilla

-  Aruba

-  Barbados

-  Bermuda

-  Bonaire

-  British Virgin Islands

-  Cayman Islands

-  Curacao

-  Dominica

-  El Salvador

-  French Guiana

-  Grenada

-  Guadeloupe

-  Martinique

-  St. Kitts

-  St. Lucia

-  St. Vincent and Grenadines

-  Turks and Caicos 

10.  If I have a Prepaid My Plan with Always on Data, what happens when my LTE data is depleted?

·         For the Prepaid My Plans with Always on Data, when you have depleted your allocation of LTE data, your data speeds will be throttled from LTE speeds to 2G speeds. If you need additional data at LTE speeds, you can purchase a Data Add On. Any unused data from your Data Add On will not roll over and expires at the end of your current plan.

11.  If I have a Prepaid My Plan with limited data, what happens when my LTE data is depleted?

·         For a Prepaid My Plan with limited data (e.g. the My 30 Day 175 Plan), when you have depleted your allocated LTE data, your data access will stop. You will have the choice to continue to access LTE data at Pay As You Go Rate of $1.75 (VAT Exclusive) per MB or purchase a Data Add-On.

12.  What happens if I do not use all of my LTE data and Anywhere Minutes allotted to my Prepaid My Plan for any month?

·         For all 30 day Prepaid My Plans as set out in the table under Question 1, any unused LTE data or Plan Anywhere Minutes will roll over.

However, please note that, at any one point:

- the maximum amount of unused Plan Anywhere Minutes on your account will be 1,000 minutes

- the maximum amount of unused Plan LTE data on your account will be 200 GB.

13.  What are the Data Add-Ons which are available for purchase?

·         The following Data Add-Ons are available for purchase by dialing *323# or visiting the My Digicel App:

Please note that you must have an active prepaid Plan in order to purchase an Add-On.

14. How long will rollover minutes and rollover data be valid?

-  Subject to the minutes and data maximum allowances outlined in these Terms, rollover minutes and rollover data will be valid once there is an active Plan on your account. Once the Plan expires, so too will the rollover minutes and data.

15. Can I use any of these plans whilst roaming?

-    No.  You will only be able to use these plans when you are in the Republic of Trinidad and Tobago.  You can purchase one of Digicel’s roaming plans when roaming.

For information on our roaming plans, please visit:  https://www.digicelgroup.com/tt/en/Roaming.html

16. Are there any extras with these Prepaid My Plans?

           The following extras or applications can be used without depleting data from your data Plan:

-  My Digicel App

-  Waze App

-  Wikipedia App

 17. Do these prepaid plans auto renew?

- Yes; all these prepaid plans, except the 1 day Prepaid My Plans, will auto renew.

- You will receive an auto renewal SMS message 48 hours and 24 hours before your Plan expires except with the 1 day Prepaid My Plans.

18. Will my prepaid Plan auto renew if I top up on the day it is set to expire?

-Yes; your Plan which is set up to auto renew at time of purchase, will auto renew on the day it is set to expire, provided that you top up your account with the required credit to pay for the Plan, prior to its expiration.

19. Can I transfer my unused Anywhere Minutes or my unused data to another account?

-No. You cannot transfer unused Anywhere Minutes or unused data allotments to another account.

20. Can I redeem my unused Anywhere Minutes or my unused data or my unused SMS for cash?

-No. You cannot redeem any unused Anywhere Minutes or unused data or unused SMS for cash.

21. Additional terms and conditions

- These plans are offered for the personal use of individuals and not commercial use or usage by groups of individuals. Any usage at all by an individual that, in Digicel’s sole discretion, is intended for financial gain or profit by you or by groups of individuals will result in the immediate termination of the particular Plan or your use of the particular Plan.

-Digicel reserves the right to terminate the plans forthwith if in its sole opinion the plans are being abused.

-Digicel reserves the right to modify or discontinue (permanently or temporarily) these plans being offered to its customer at its discretion.

-Digicel reserves the right, at any time, with or without notice, to vary or cancel the terms and conditions of its prepaid plans. In the event of Digicel giving notice to customers of any such changes to or cancellation of the terms and conditions of the plans, it shall suffice for Digicel to give customers notice via messages to customer’s handset/device or to post such notification on Digicel’s website. Any such notification shall be effective immediately or as of the date referred to in such notification.

-Customers shall be solely responsible for keeping their mobile handset/device properly secured and for all activations and other activities that occur on or through their mobile handsets. Any request made from a mobile handset/device (including, but not limited to, via the use of a short code or the MyDigicel App) shall be deemed a legitimate request from the customer to whom the said mobile handset/device is registered. Digicel shall not be responsible for any losses arising out of the unauthorized use of a customer’s handset/device.

-Subject to the above, the standard Prepaid Terms and Conditions and the various applications terms and conditions shall apply.