FAQs

NETWORK

DEVICES

USB DONGLES

PLANS

SELF CARE PORTAL

COVERAGE

Roaming

NETWORK

What is 4G?

  • Short for "fourth generation," 4G is the next generation of wireless communications succeeding the 2G (GSM), 2.5G (GPRS or EDGE) and the 3G network technologies. Digicel’s 4G network is now the fastest, most advanced cellular network in T&T.
  • Our 4G network is designed to provide instant and easy access to the internet via your phone, tablet or computer. On average users will experience speeds of 2Mbps. Actual speeds will vary depending on several factors including network traffic, device type and location.

Does Digicel’s network adhere to the international standards for 4G classification?

What can I do with 4G?

  • With the power of Digicel’s 4G network and a 4G capable smartphone, everything is faster and your phone can do so much more…
  • Faster web browsing
  • Faster downloads (documents, photos, apps, music etc)
  • Faster photo & Video Uploads
  • Stream videos and music
  • Send and receive e-mails with large attachments faster
  • Video chat with friends & family
  • And so much more!

What makes Digicel’s 4G network different?

  • It is the FIRST network in T&T that allows you to access the internet at 4G speeds directly from your phone
  • No need for a Mobile Hotspot to access 4G speeds
  • With Digicel 4G, your internet is now mobile. That’s right, it gives you the freedom to take your internet connection with you wherever you go within our network coverage area.
  • The best 4G coverage available in T&T

Who can activate 4G?

  • All Digicel prepaid and postpaid customers with a 3G or 4G capable device have access to this service.

DEVICES

Do I need a 4G capable device to access Digciel's 4G speeds?

  • Yes, not all mobile handsets available in the market support the 4G network. To access the new 4G speeds you need a 3G or 4G enabled device. You can use a UMTS, HSPA or HSPA+ device operating at 1900MHz but to get the best experience we recommend HSPA+. You will also need a 4G data plan, and you must be within a Digicel 4G coverage area to experience 4G speeds.

How would I know if my handset is 4G compatible or not?

  • If your Network Mode settings are set to ‘Dual mode’, ‘3G & 2G’ or ‘GSM & WCDMA’ (depending on your handset) and NOT to ‘2G only’, and you are in a Digicel 4G coverage area & your handset shows “3G”, “4G”, “H” or “H+” on the top of the screen next to the network signal bars, that means your phone is 4G compatible & you have access to this service. However you must sign up to a 4G plan to experience 4G speeds. Alternately you can also check on your handset manufacturer website.

Do I need to change my Phone Settings to use 4G?

  • Yes, after activating your 4G plan, you need to ensure your phone settings are correct. This can be done by following these generic steps (specifics will vary according to device):

o In your Mobile Network Options, set the Network Mode to ‘Dual mode’, ‘3G & 2G’ or ‘GSM & WCDMA’ (depending on your handset) and NOT ‘2G only’ or ‘3G only’.

o Manually scan for available networks and select Digicel 3G or Digicel 4G option

o Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR BLACKBERRY OS6/7

  • Press the MENU key
  • Scroll to and select ‘Manage Connections’
  • Scroll to and select ‘ Network and Connections’
  • Scroll to and select ‘Mobile Networks’
  • Scroll to and select ‘Network Mode’
  • Choose ‘3G & 2G’ (Blackberry Bold 9900 users choose the option ‘3G/4G & 2G’)
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR SAMSUNG

  • Press the MENU key
  • Touch Settings
  • Touch Wireless & Network
  • Touch Mobile Networks
  • Touch Network Mode (Galaxy SII $ N7000 Galaxy Note users ONLY)
  • Uncheck ‘Use only 2G networks’ OR touch ‘GSM/ WCDMA auto mode’ (dependent on phone model)
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR ALCATEL

  • Press the MENU key
  • Touch Settings
  • Touch Wireless and Networks
  • Touch Mobile Networks
  • Touch Network Mode
  • Touch ’2G/3G auto mode’
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR NOKIA N9

  • Press the Menu key
  • Touch Settings
  • Touch Mobile Network
  • Touch Network mode
  • Touch ‘Dual Mode’
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR NOKIA N8

  • Press Menu key
  • Touch Settings
  • Touch connectivity
  • Touch Network
  • Touch Network Mode
  • Touch ‘Dual Mode’
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

PHONE SETTINGS FOR NOKIA 300

  • Touch Menu
  • Touch Settings
  • Touch Phone
  • Touch Network Mode
  • Touch ‘Dual Mode’
  • Restart phone and 3G, 4G, H or H+ icon displays on screen when successful

Do I need a 4G SIM card?

  • No, existing Digicel SIM cards will work perfectly fine with our 4G network.

Why do I see 3G/4G on my handset if I haven’t signed up for a plan?

  • Our 4G network is now live so all users with a 4G capable device will have access to it but will not have 4G speeds. In order to get 4G speeds you will need to sign up for a plan.

My phone is 4G capable but I haven’t signed up for a 4G plan, which is better 4G or EDGE?

  • Our EDGE speeds vary throughout the day and we suggest that you set your phone to 2G/3G only when you sign up for a plan

I have signed up for my 4G plan and restarted my phone after receiving the confirmation SMS but why do I not have 4G speeds?

  • Wait 1 minute and restart your phone again a second time and check again, it is possible that the second restart maybe required to get 4G speeds.

Do I need a specific type of handset for making a video call or can I use my existing 4G compatible device?

  • In order to make a video call, it is necessary to have a handset /device which supports video calling.
Is it necessary for both the parties to have a 4G phone & a 4G plan to be to make & receive video calls?   
   
  •  Yes, it is necessary for both the parties to have a 4G phone with video calling capability, a 4G data plan & a third party video calling application such as Skype, Viber etc

What is a “MiFi Modem”?

  • A MiFi Modem is simply a portable pocket-sized device that allows you to share Digicel’s high-speed 4G network on the go with up to 5 Wi-Fi enabled devices (laptops, tablets, smartphones) all at the same time.

What is a Mobile/MiFi–ready smartphone?

  • A MiFi-ready smartphone is a smartphone with built-in Wi-Fi sharing capabilities that allows tethering. Once Smartphone Mobile HotSpot Service is activated on this phone, you can connect multiple Wi-Fi–enabled devices to high-speed Internet.

What is tethering?

  • Tethering is when you connect your Mi-Fi Hotspot ready smartphone to other devices to use it as a modem so they can access the internet. You can use the internet when you're out and about with other devices including laptops, tablets and games consoles, just by connecting them through Wi-Fi or USB to your phone.

Is tethering allowed?

  • Yes, tethering is allowed on all of our 4G plans provided your smartphone features Wi-Fi Hot Spot capabilities to allow/support tethering.

What phones can tether?

  • The following smartphones available from Digicel all feature WiFi Hot Spot capabilities and can be used to tether:

o Samsung i9100

o Samsung N7000

o Samsung P7500

o Samsung 5360

o Nokia N9

o Alcatel OT- 918

 o Any Blackberry device with OS version 7.1.X.X

USB DONGLES

What is a "USB dongle"?

  • A USB dongle is a computer peripheral device similar to a USB memory stick that when connected, acts as a modem enabling a PC or laptop to wirelessly connect to the internet using our 4G network. USB dongles are ideal for mobile users who require broadband Internet connectivity while on-the-go.

How does a USB Dongle work?

  • All Digicel USB dongles are plug-n-play in nature & auto install the first time they are plugged into a laptop or PC.

Can I use a USB Dongle on more than one computer?

  • Yes. The dongle is a plug and play device, so simply plug the device into another laptop, install the software, and you're good to go!

PLANS

 

How much data do I need?

  • When you’re looking at 4G plans it can be hard to know which one to choose. One way is by how much data allowance it offers – that is, how much internet use is included in your monthly plan. But because not everything you do online uses the same amount of data, it can be hard to judge how much you’re going to need. Our online data calculator can help you estimate how much data you’ll need. Just plug in the numbers to show what you want to do online with your new 4G connection, and we’ll estimate how much data this will use in a month.

How do I activate a 4G plan?

There are 3 simple ways to activate a 4G plan …

  1. Directly from your phone (through USSD)

Non-Blackberry smartphones – Simply dial *400# to activate (prepaid or postpaid)

BlackBerry smartphones – Simply dial *401# to activate (prepaid or postpaid)

  1. Online

– By visiting the “My 4G Account” Web Self Care page at www.digiceltt.com/4G/selfcare

  1. At any Digicel store

If I am a current 2G/EDGE data customer, can I switch to a 4G data plan?

Postpaid Customers:

  • Yes, however you will need a 4G capable device and will need to call in to customer care at 100 from your mobile to cancel your current 2G/EDGE data plan before you can upgrade to 4G.

Prepaid Customers:

  • Yes, however you will need a 4G capable device and must either: wait until your current 2G/EDGE data plan expires, or cancel your current 2G/EDGE data plan by calling in to customer care at 100 from your mobile before you can upgrade to 4G.

How do I track my data usage?

  • You can check your data usage at any time by simply dialing *120*4# SEND or by visiting the 4G Web Self Care portal at www.digiceltt.com/4G/selfcare

If I check my remaining balance and the value is a negative number, e.g -0.09MB, what does this mean?

  • This means that your plan expired while you were on an active data session. Please note that this negative value will not impact your bundle size if you decide to purchase a new plan.

Will I receive notification when I near the end of my data allowance?

  • Yes, an SMS alert will be sent to your device when you have used 80% of your data allowance and a second SMS alert will be sent when you have 0MB remaining on your plan.

What happens if I exceed the data allowance on my plan within the 7-day/30-day validity period?

  • You will still be able to access 4G speeds on a pay as you go basis. Overage charges of $0.30 per MB will apply.

What choices do I have if I use the full data allowance on my plan within the plan’s 7-day/30-day validity period?

  • You have 4 choices:

1. You can continue browsing at 4G speeds on a pay as you go basis until your plan expiration date. Overage charges of $0.30 per MB will apply.

2. You can renew you current plan through the 4G Web Self Care portal at www.digiceltt.com/4G/selfcare

3. You can add 1GB to your 4G plan at any time for only $49 through the Web Self Care page at www.digiceltt.com/4G/selfcare . Not applicable to PREPAID DAY PASS. Expires at the same time as your current 4G plan.

4. You can also Change plans (upgrade or downgrade) by dialing *400# from a non-BlackBerry smartphone or *401# from a BlackBerry smartphone. Or you can change plans through the 4G Web Self Care portal at www.digiceltt.com/4G/selfcare

What happens if I do not use the full data allowance on my 4G plan during the 7-day/30-day period, does it roll over?

  • No, any unused data from your plan will be lost upon expiration of your 7-day/30-day plan.

What happens to the unused data on my current 4G plan if I decide to renew or change plans during the plan validity period?

  • Any unused data from your current plan will rollover when you renew or change your plan before your current plan’s expiration.

Do I need a Digicel voice plan to be able to access a 4G data plan?

  • No. If you purchase a USB modem or other device that does not have voice calling over GSM capabilities, you will not need a voice plan. With smartphones however, it is necessary to have a voice plan.

My 4G plan has just expired but I cannot make voice calls even though I have enough credit?

  • Restart your phone, this will ensure that you can make regular voice calls and browse at a ‘pay as you go’ rate.

SELF CARE PORTAL

Who can access the Web Self-Care portal?

  • Both prepaid and post-paid Digicel 4G customers can use the Web Self Care portal to manage their accounts.

What am I able to do in Web Self Care?

  • You are able to use Web Self Care to easily manage your Digicel 4G account online, 24/7:

ü Buy 4G plans

ü Renew / Change your current 4G plan

ü Check your 4G data plan balance

ü View your account details

ü Top-up prepaid accounts

While I am browsing I keep getting redirected to the Digicel 4G Self Care website, why does this happen?

  • You will be redirected to the Digicel 4G Self Care website once your data bundle has been depleted so you can renew or change your plan. You will be redirected for up to two minutes, after this you will be charged overage rates. You can also be redirected when postpaid subscribers reach their credit limit or when prepaid subscribers don’t have any credit left.

COVERAGE

What happens if I move in and out of 4G coverage areas?

  • Not to worry, we still have a fully functioning 2G (EDGE) network running parallel to our 4G network. Your device will automatically connect to the available GPRS/EDGE network until you move back into a 4G coverage area. The switch between networks is seamless* (i.e. if you move out of a 4G coverage area into our 2G/EDGE network while on a call or while browsing the internet, your call will not drop or will not loose your data session).

* Note: Your handset’s Network Mode must be set to dual mode (“3G & 2G” or “GSM & WCDMA” depending on your handset) to ensure seamless transition.

How will I know if I am connected to the 4G network? Is there any visual indicator on the device?

  • When connected to the 4G network, customers will either see 3G, 4G, H or H+ on the screen instead of seeing EDGE, E or GPRS. The visual indicators will vary and depend on several factors including the device, location and capacity.

ROAMING

Will I be able to access 4G services while I roam?

  • Yes, you can data roam once roaming is enabled on your plan and you are in a country with 2G, 3G or 4G networks. The speed of the data roaming experience will depend on the host network.

Are 4G data roaming rates different from EDGE data roaming rates?

  • The same roaming rates that apply to EDGE (2G) will apply to 4G. Please visit our website for more info on roaming charges.
  • Please note that while roaming on a 4G network, you are able to download data a lot quicker and charges can rack up very quickly. Customers should be mindful of data roaming charges and have the option to disable data roaming before travelling.