General Information

As part of Digicel’s effort to drive digital adoption and provide better experience to our customers, we are adding top third-party applications within the already loaded packages. The apps to be included are: (1) Youtube (2) TikTok (3) Apple Music & Spotify & MORE.

Similar to the existing Apps (BiP, SportsMax, GoLoud, Loop and My Digicel App (MDA)), we will be offering a portfolio of products for prepaid and postpaid customers that will include a ‘data-allowance’ that will enable customers to use these new third-party apps without consuming extra balance from their principal account.

Only new Prime Plus Postpaid rate plans are now upgraded with dedicated data for the Thrid Party Apps.

 

1.     What is the change for existing customers?

For Prepaid Customer, where old portfolio remains and new one is added as option:

Customer will not experience any difference at all and the new product will be appeared in the various storefronts (ie. USSD, MDA, IVR and CRM available for agents). Customer will be required to switch from an old bundle and buy new bundle in order to access to new offer.

 

For Postpaid Customer, where old portfolio remains and new one is added as option:

Customer will not experience any difference at all and the new product will be appeared in the various storefronts (ie. USSD, MDA, IVR and CRM available for agents). Customer will be required to deactivate old bundle and buy new bundle in order to access to new offer.

 

2.     Why are the Digicel Prime Bundles more expensive than the OLD Prime bundles?

This is about giving our customers more and allowing them to enjoy, touch and feel our suite of digital experiences as they live their best digital lives with us. The Digital Apps Bundle has more value through LARGE data allocations and an array of easy and brilliant Apps (including now YouTube, TikTok & More).

3.     Are all customers able to purchase the Digital Prime Bundles

Yes, all customers will have the access to purchase the Digital Bundles.

 

4.     What is the experience like with no main data and TikTok or YouTube data remaining.

All TikTok and YouTube Traffic comes from their respective bundles however, these apps also rely on some 3^rd party resources for certain functions.

i.e YouTube uses google analytics when browsing the app and TikTok sources their gifs outside of the app. These would not be coved by the apps dedicated data.

Hence if a customer is out of main data to assist and attempts to use YouTube, searching or moving to another video would not work. Likewise, Tiktok sending gifs would not be successful.

 

5.     How do I activate the Prime Bundle?

You can activate / purchase your bundle through 3 methods - Web, MDA or UMM

User Experience:

·       Activation (Web):

Customers will be able to activate the Digicel Prime Bundle 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 PRIME Bundle Plan to activate the plan.

 After selecting the desired PRIME Bundle plan the following will happen:

 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 PRIME Bundle Plan by accessing the MyDigicel App

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 Prepaid PRIME Bundle to activate the plan.

After selecting the desired PRIME Bundle plan the following will happen:

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 *140# to access the UMM menu.

Customers will then enter the desired selection code that will bring them to Prepaid PRIME Bundle Menu.

 In the Prepaid PRIME Bundle Menu, the customer will enter the desire selection code and activate the desired duration PRIME Bundle plan.

Once the customer confirms their activation of the PRIME 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 PRIME 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 PRIME 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 PRIME Bundle expires customers WILL NOT keep the remaining MB for their Digital Services DAs 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.

 

6.     What are the Charging Priorities Order in which Data is consume by Digital App

BiP Usage: BiP promo > Bonus Data > BiP Bundle > Data Bundle > Main Credit

SportsMax: SportsMax DA > Bonus Data > Data Bundle > Main Credit

Loop: Loop data > Bonus Data > Data Bundle > Main Credit

 

GoLoud: GoLoud data > Bonus Data > Data Bundle > Main Credit

YouTube: YouTube Bundle > Bonus Data > Data Bundle > Main Credit 

TikTok: TikTok Bundle > Bonus Data > Data Bundle > Main Credit 

 

7.     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 *284#.

8.     Will I be able to use the “rollover data” from main Old Prime Bundles into the New Prime Bundles (with inclusion to YouTube and TikTok)? Yes.