Roaming FAQ

EZ Roaming Plans

General Information

The product is designed to offer a competitive alternative for data roaming service over 40 destinations including Digi-Roam territories. The product is designed to provide bundled data and minutes, access to free incoming calls, and reduced out-of-bundle calling and text rates.  

1. What are the EZ roam Plans?

Roaming Bundle will be available in 3 different durations, 1, 3, and 7 days with 14 and 30 day data bolt options.

2. Who will benefit from the EZ Roaming plans?

             Both prepaid and postpaid customers once account is active can benefit from these plans.

3. How do customers activate the roaming plans?

Customer will be able to activate the prepaid roaming plans by using the following methods:

Prepaid :

• UMM *140# and following the instructions.
• My Digicel App at p.mydigicel.net

Postpaid :

• My Digicel App at p.mydigicel.net

        Bolt on Data Bundle

• The Bolt on Data Bundle can be activated with any of the roaming plans being offered.
• If a customer is on the 3 day plan and purchases a 30 day data bolt on, the voice bundles will expire after 3 days but customers will be able to use the data bundles for the 30 day period along with the discounted overage voice rates. 
• Customers will not be able to purchase the bolt on plan without already being on a roaming plan.

4. How do customers check their data /mins bundle balance and Roaming Plan expiration

           Customer will be able to check their balance by using the following method:

• My Digicel App at p.mydigicel.net

5. How does the EZ Roam Plan work?

The EZ Roam plans provides prepaid customers with voice minutes and Data.

This also includes free incoming calls and SMS at the rate of $0.25 per 160 characters sent.

• The Voice minutes will cover all roaming destinations while roaming in one of the eligible roaming destinations listed in Table 2, this also includes call back home. 
• Free incoming Calls
• Data bundles
• SMS rates of$0.25
• Overage will be blocked for customers, hence customers exhausting their allotted data bundles will need to repurchase a plan or buy a bolt on
• Reduce Voice rates at $0.75 per minute to roaming destinations and $1.75 minute to the Rest of the world. VEDwill be charged at standard rate of 10.77 XCD.

6. The roaming plan will be available in the following destinations, see below table with eligible roaming destination.

Table 2 Roaming Destinations:

• Prepaid customer roaming in the LOECS (St. Vincent, Grenada, Dominica) is able to data digi roam and get free incoming calls with an active local bundle.
• Postpaid customers do not require a roaming bundle for roaming in English Digi markets excluding Guyana, Trinidad, Suriname and Haiti.

7. What are the countries categorized as ROW, VED or VED Satellite:

• Countries are assigned the following zones:

Rest of the World

Very Expensive Destination

Very Expensive Destination (SAT)

8. What are the rates to make calls while on an active Roaming Plan?

Customers will receive the below reduced calling rates while roaming in the following destinations that are currently included in the plan.

Table 2: Roaming Plan Rates

Note

• The bundles plan rates will be the same regardless of the network the customers is attached
• Prepaid customers roaming in an eligible destination without an active roaming plan will be considered to be standard roaming and will be charged the existing standard roaming rates.
• Prepaid customers roaming in a country not list as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.
• Customers in eligible destination who do not a have an active Roaming Plan will will be barred from using PayGo data.

9. Will customers’ roaming plan auto renew?

Yes.

10. Will the roaming data and voice bundle roll over?

Yes. The allotments tied to the 1,3 & 7 day plan will rollover however the 1GB and 2 GB bolt on does not.

11. Will customers get a notification when they have exhausted their roaming data or voice bundles?

Yes customer would receive the following messages while roaming.

12. Will customers be able to move from one Roaming plan to another?

Yes. Customer would be able to transits between plans as they please.

13. If customers have bonus credit on their account, can this credit be used while roaming?

     No. Only roaming data and minutes can be used while roaming.

14.  Will customer be able use local data/Mins plan while roaming?

   No.

15. How do customers get to Voicemail while roaming?

• Dial 17587140003to get to their voicemail.
• Contacting voicemail while roaming will be charged $0.75 per minute if out of ez roam minutes

16. Will Customers be able to contact Customer Care while roaming?

• Customers can dial 17587314060 in order to contact Customer Care while roaming.
• Contacting Customer Care while roaming with an active plan, will be charged at $0.75 per minute if out of ez roam minutes
• Customers can use the web chat feature within the MyDigicel App to contact customer car

Caribbean Roam Easy 

Frequently Asked Questions 

What is this New Caribbean Passport plan?

Caribbean Passport Roam plan provides subscribers with benefits of Data allocation for general Internet consumption while in an eligible roaming destination and provides reduced Overage Rates for voice calls.

• What is being offered with this plan?
• Roaming Data Allotment.
• Free Incoming call.
• Reduced PayGo/Overage rate for roaming voice calls.

Note: Rates will be based on zone the country is listed that the call is being made to.

• What are the different durations for the Caribbean Passport Roam plans?

The Prepaid Caribbean Roam Easy plans will be available in the follow durations 3, 7, and 14 Day plans.      

• How much does the New Caribbean Passport Roam plan cost and what are the data amounts?
• Caribbean Passport 3 Day Plan - $20 – 3GB
• Caribbean Passport 7 Day Plan - $40 – 7GB
• Caribbean Passport 14 Day Plan - $80 – 14GB

• What are the Caribbean Passport Roam calling rates within the plan?
• Digicel Caribbean outgoing $0.40c per minute with free incoming calls.
• Haiti outgoing $0.70c per minute with free incoming calls.

• Who is eligible for these plans?

All customers are eligible to activate this Caribbean Passport Roam plan.

• Can corporate customers activate this plan?

Yes, roaming plans are available to all Digicel Customers, including Corporate customers.

• How can this plan be activated?

This plan can be activated via My Digicel App, or UMM *140# for both Pre and Postpaid customers.  

• Do I need to activate the plan before leaving my local/home country?

No Pre-activation required before arrival in roaming destination, subscriber should be able to activate the plan from any location.

• Is there a limit to the number of plans I can activate?

There is no limit to the number of times this plan can be activated.

Subscriber can buy multiple of same or other Prepaid Caribbean Passport Roam plans at any given time.

• Does the Caribbean Passport Roam plans auto- renew?

The Prepaid Caribbean Passport Roam plans WILL NOT be allowed automatic renewal.

• If I want my plan to auto renew, can I opt-in to auto renewal?
• Yes a prompt is received to opt-in to auto-renewal.
• Prepaid customers should receive the renewal notification 2 days and 1 day before plan expiry.
• Except for the 3 day plan a notification should be received 24 hours before plans expire.   
• Will I receive a prompt if i have used up my plan allocations?
• Yes, In the event the data allotments are exhausted before the scheduled notification period, a prompt will be sent with an invitation to purchase a new plan.
• Customers will receive data notifications advising when data allotment will soon be exhausted. Eg. Notification will be sent at [150MB], [50MB] and [0 MB] remaining. 
• Will i be notified for plan rollover or plan expiry?

Yes, plan roll over and expiry notifications will be sent.

Customers can repurchase the same Prepaid Caribbean Passport Roam before it expires.

• How can I check my balance from the Caribbean Passport Roam plan?

Customers will be able to check their balance via My Digicel App or UMM using short code.

• Will I be charged for data I continue using a data session after my data allotments have been used up?

When data allotments are exhausted customers will receive a PayGo Wall which will block usage until the subscriber opt-in to PayGo data overage usage at $0.54 per MB or buys another roaming plan.

• Can Digi-loan credit be used to purchase the Prepaid Caribbean Passport Roam Plan?

Customers are not able to use Digi-loan credit to purchase the Prepaid Caribbean Passport Roam Plan.

• Can I benefit from the Caribbean Passport plan in my home country?

Benefits of the Caribbean Passport is not accessible in the home country.

• My Caribbean Passport Roam plan can work in which countries?

The Caribbean Roam Easy plans will be available in the following destinations listed in the table below.

Eligible destinations:

Note: Prepaid customers roaming in a country not listed as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.

If more assistance is required, how do I contact customer Care?

For further assistance customer can visit: mydigicel.net for more info on roaming or dial 100 if on home network or +17587163444 while roaming for support.

International Roam Easy 

Frequently Asked Questions 

What is this New International Roam Passport?

The New International Roam Passport plan provides subscribers with benefits of data allocations for general Internet consumption while in eligible roaming destination and reduced Overage Rates for voice calls.

• What is being offered with this plan?
• Roaming Data Allotment.
• Free Incoming call.
• Reduced PayGo/Overage rate for roaming voice calls.

Note: Rates will be based on zone the country is listed that the call is being made to.

• What are the different durations of the International Roam Passport?

The Prepaid International Roampassport plans will be available in the follow durations 3, 7, 14, & 30Day plans.

• How much does the New Prepaid International Roam Passport plan cost and what are the data amounts?
• International Roam Easy 3 Day Plan- $40 – 1GB
• International Roam Easy 7 Day Plan - $100 – 3GB
• International Roam Easy 14 Day Plan - $180 – 7GB
• International Roam Easy 30 Day Plan - $250 – 10GB             

• What are the rates with the International Roam Passport plan?

• What are the International Roam Easy plans calling rates with the plan?
• Digicel Caribbean outgoing $0.40c per minute with free incoming calls.
• Haiti outgoing $0.70c per minute with free incoming calls.
• Who is eligible for these plans?

All Prepaid customers are eligible to activate this prepaid International Passport plan.

• Can corporate customers activate this plan?

Yes, roaming plans are available to all Digicel Customers, including corporate customers.

• How can this plan be activated?

This plan can be activated via My Digicel App, or UMM *140#

• Do I need to activate the plan before leaving my local/home country?

No Pre-activation is required before arrival in roaming destination, subscriber should be able to activate the plan from any location.

• Is there a limit to the number of plans I can activate?
• There is no limit to the number of times this plan can be activated.
• Subscriber can buy multiple of same or other Prepaid International Passport Roam plans at any given time.
• Does the International Roam Passport plans auto- renew?

The International Roam Easy plans WILL NOT be allowed to automatically auto-renew.

• If I want my plan to auto renew, can I opt-in to auto renewal?
• Yes a prompt is received to opt-in to auto-renewal.
• Prepaid customers should receive the renewal notification 2Days and 24hrs before plan expiry.
• Except for the 3 day plan which should provide a notification 24 hours before plans expire.   

Will I receive a prompt if I have used up my plan allocations?

• Yes, In the event the data allotments are exhausted before the scheduled notification period, a prompt will be sent with an invitation to purchase a new plan.
• Customers will receive data notifications advising when data allotment will soon be exhausted. Eg. Notification will be sent at [150MB], [50MB] and [0 MB] remaining. 
• If I do not use all my data, will it rollover?

 Prepaid customers would be able to rollover their data however would not be possible with postpaid.

• Will I be notified for plan expiry?

Yes, plan roll over and expiry notifications will be sent.

• How can I check my balance from the International Roam Passport plan?

Prepaid customers will be able to check their balance via My Digicel App or *140*7#.

Postpaid customers will be able to check their balance via My Digicel App.

• Will I be charged for data I continue using a data session after my data allotments have been used up?
• When data allotments are exhausted customers will receive a PayGo Wall which will block usage until the subscriber opt-in to PayGo data overage usage at $0.20 per MB($2.2 for ROW) or buy another roaming plan.
• Can Digi-loan credit be used to purchase the Prepaid International Roam Passport plan?
• No. Customer is not able to use Digi-loan credit to purchase the Prepaid International Roam Passport plan.
• In what countries can I use my International Roam Passport plan?

The New International Roam Passport plan will be available in 42 countries, see table below with eligible roaming destination.

Note: Prepaid customers roaming in a country not listed as an eligible roaming plan destination will be standard roaming whether or not a roaming plan is active.

• If more assistance is required how do I contact customer care?

For further assistance customer can visit: mydigicel.net for more info on roaming or dial 100 if on home network or +17587163444 while roaming for support.