FREQUENTLY ASKED QUESTIONS – DIGICEL+

1. What is Digicel +?

• Digicel’s Home LTE Service is an improved wireless network powered by Time Division Duplex Technology that delivers fast and reliable internet speeds to more homes island-wide.

2. What does this mean for existing customers who use similar service?

•  These customers are being offered free Migration and installation.

3. How can I sign up for this Digicel+ service?

Upon successfully completing our service feasibility checks, you will be required to provide the below documents to a Digicel representative in order to complete the sign-up process:

Postpaid Requirements

• Passport, National ID or Driver’s License.
• Completed activation form.
• One (1) recent utility bill (within 3 months) verifying address on activation form.
• Installation Fee:$150.00
• Deposit: $200.00

4. Where can I get more information on Digicel +?

• You can get more information on Digicel + by visiting our Digicel Antigua & Barbuda website, any of our retail stores or contacting 1-268-736-4069.

5. What is the current plans/packages that you have available for Digicel+?

6. If I would like to update my package how can I do so, and is there a fee to upgrade?

• In order for you to update or upgrade your Digicel+ package you can reach out to our Digicel + customer care 7364069 during business hours, 100 from your Digicel handset or visit any of our local retail stores. 

7. How long does it take for installation after signup?

• The installation process takes up to 1- 3 days, however we try out best to have you connected between 24-48 business hours.

8. If I have an issue who do I contact?

• If you have an issue with your service or installation feel free to reach out to our Digicel + customer care number (1-268-736-4069) during business hours, 100 from your Digicel handset or visit any of our local retail stores

9. If I would like to reschedule an installation what number should I call?

• If you would like to reschedule an installation you can reach out to Digicel + customer care (1-268-736-4069) or visit any of our local retail stores. This issue will then be escalated and you will be contacted.

10. Is this service available in all locations on island?

• The service is not available in all locations on island, it is only available to homes located within the coverage and capacity area however, and you can send your location coordinates to (1-268-736-4069) via the Bip App and or visit any of our local retail stores for clarification.

11. How do I know if the location that I live in is eligible for this service?

• In order for you to find out whether you are able to get connected based on your address you can send your location coordinates to (1-268-736-4069) via the Bip App and or visit any of our local retail stores for clarification
• In addition you can also https://shop.digicelgroup.com/ag/digicel/plans.html and fill out the sign up form. After this have been done you will be contacted by an agent.

12. What is the billing cycle for Digicel +?

• Customers will receive their new bill on the 1^st to the 31^st of every month.

13. When is the Bill due for Digicel +?

• Billing is now in advance and bills are now due the 28^th of every month.

14. What is the grace period given after the due date has passed?

• Barring is done on Day 32 – which is the 1^st to 2^nd every month

15. Where can I view my Digicel + Bill?

• You are able to view your Digicel+ bill via the My Digicel App. In addition, you would normally get your monthly bill via email and SMS.

16. How /where can I pay my Digicel+ bill?

• You can pay your Digicel+ bill at any of our retail stores. You are also able to pay through the My Digicel app and our Digicel Antigua & Barbuda website, ACB, ECAB, and SJCCU.

17. If I would like to do a transfer is this possible?

• If you would like to transfer the service, there is a relocation fee of $250.
• If you would like to do a name transfer for your current service, you prepare a letter requesting this with the name on the account and the name you will be changing it to, along with the new person’s ID. To get this done you can go to the store or reach out to our Digicel + customer care (1-268-736-4069) during business hours. This will be escalated and an agent will reach out to you.

18. Is there a fee if the technicians have to visit my house for repairs?

• No, there is no fee.

19. If I already have a postpaid mobile service, can I bundle this with the Digicel + service?

• No, we do not offer this service.

20. Is there a fee for cancellation?

• You will be required to clear all outstanding invoices and sign the termination form.
• Upon terminating you will be required to return all equipment to Digicel.
• You will be charged 20% of your current bill monthly until the equipment is returned to Digicel.
• You can choose to use your deposit to offset any outstanding balance or transfer as a credit to a Digicel mobile account.