3G DISCONNECTION FREQUENTLY ASKED QUESTIONS.

The leading mobile carriers in the USA have shut down their 2G/3G networks and completed their migration to 4G and 5G technologies. These network changes may affect the sound quality and the ability to make and receive traditional voice calls while roaming in the US. This change has impacted every roaming customer from every country globally.

We know that our customers will have questions and concerns about these changes. Digicel is committed to keeping you informed so that you are able to manage the transition and have the smoothest possible roaming experience while visiting the USA.

1. How do these changes affect me?

Customers roaming in the USA will experience reduced sound quality on calls and the ability to make and receive traditional voice calls may be affected while on the T-Mobile or AT&T network.

We continue to work closely with these roaming partners to improve your experience of making and receiving voice calls whilst roaming in USA and are committed to keeping customers informed about these developments.

2. Can I roam on a network with my 3G device?

NO! You can no longer continue to use your 3G device while roaming in the USA on either AT&T or T-Mobile, as both companies have retired their 2G/3G networks, your voice experience will potentially be impacted. We are working every day with both these companies to resolve this issue as a matter of urgency. You will need a Voice over LTE (VoLTE)-enabled mobile handset to have the greatest opportunity of making and receiving voice calls or using Data.

3. Will my 3G phone still work?

Your 3G phone will continue to work on the Digicel network as normal and within countries where we have a partner with 2G/3G coverage still available. For now, this transition by the US carriers only affects your device’s ability to roam in the USA

While we engage US carriers on testing alternative solutions that will allow for improved roaming service, we recommend upgrading to a VoLTE-enabled device which will provide access to make and receive calls over T-Mobile’s, AT&T’s and Verizon’s 4G LTE/5G network,.

4. I have a 4G LTE or 5G phone; will I be able to access all roaming services?

YES!. Time to turn on the VoLTE setting in your handset. For voice services, we strongly recommend a VoLTE-enabled handset to have the greatest chance of being able to use voice roaming services.

*Apple/iOS: Settings – Mobile Service – Mobile Data Options – Switch on VoLTE

*Apple/iOS with eSIM: Settings – Mobile Service – Select SIM that provides data – Voice & Data – Switch on VoLTE

5. What is Voice over LTE?

VoLTE or Voice over LTE is a wireless communication protocol used for making mobile phone calls via the data infrastructure within a telecommunications network.

6. How do I know if my device is 4G LTE or 5G compatible?

*Apple/iOS users: go to Settings > Cellular/Mobile Service > Cellular/Mobile Data Options and tap Voice & Data. Here, you can switch your iPhone to 4G or 5G if your phone supports it.

*Android users: tap Settings >> Network & Internet >> Mobile Network >> Preferred Network type. You should see all the Mobile Network technologies supported (2G, 3G, 4G and 5G).

7. What will happen when I switch on my phone upon arrival in the USA?

Your device will automatically find our roaming partner’s signal so that your device connects automatically.

We however recommend that a manual network search is still conducted to ensure your handset stays attached to one network.

*Android: Settings > Connections > Mobile Networks > Network Operators > Disable “Select Automatically” > Select a Network > Check for connection and carrier name “T-Mobile”.

*iPhone: Settings > Mobile Data > Network Selection > Disable “Automatic” > Select a network > Check for connection and carrier name, “T-Mobile”.

*Steps may vary according to your device make and model.

8. What steps can I take to stay connected when traveling to the USA?
9. Upgrade to a 4G/5G-compatible device that supports VoLTE (Voice over LTE).
10. Select the best data roaming package that suits your needs before you fly.
11. Ensure your Access Point Name (APN) is either web or web.digiceltt.com
12. Have sufficient Credit Limit or Prepaid Credit to utilize voice services
13. Ensure Mobile Data and Roaming Data are both turned on