Products & Services
Welcome to the Products & Services Help & FAQs section.
Digicel
Digicel sites
Coverage
Products and services
Becoming a Digicel customer
Numbers
Roaming
Phones and handsets
Rates and tariffs
Customer Care
Billing
Dealer information
Network Faults
Voucher
Digicel Info
Digicel Mobile Web
Digicel Live
GPRS
Multi-party conferencing
Call Me
Text Messaging
Voicemail
Steal Of A Deal
Do you have questions for which you need answers, then email us at tt.customer.care@digicelgroup.com You will receive a response within 48 hours.
Digicel
Who is Digicel?
A Caribbean based Telecommunications Company, Digicel was granted a license by the Government of Trinidad & Tobago, subsequent to liberalization of the telecom industry in Trinidad & Tobago, to build and operate a Mobile GSM Network. Click here to get more information on Digicel
Is Digicel a Trinidadian owned or foreign-based Company?
Digicel is a registered Trinidadian company, whose major shareholders are Irish. The company is required to file returns annually and must comply with the laws of Trinidad.
How many offices does Digicel have Island wide?
Digicel currently has one corporate office in Port of Spain and hundreds of dealer stores across the country.
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Was it possible for Digicel to use existing sites to provide their mobile services?
Yes and we have made every effort to share sites where we can.
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What is the percentage of islandwide coverage for Digicel?
Digicel has 98% coverage in all major towns and cities across Trinidad & Tobago. Click here to view coverage areas
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What do the initials GSM stand for?
Global System for Mobile Communications.
What is GSM?
GSM is an open technology that offers high quality and clarity in voice calls. GSM technology offers some of the widest ranges of services in the world today. It also offers the highest level of security against cloning of any digital standard. This means that calls are scrambled so that no one can eavesdrop on your conversations. GSM accounts for over 70% of the world's digital market and 64% of the world's wireless market.
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What is Digicel Postpaid ?
A Digicel Select customer pays for the service after they have used it, i.e. calls made throughout the month are billed at the end of the month. Digicel Postpaid customers will receive a monthly bill. In order to sign up for Digicel Postpaid you must pay a deposit of TT$300. You must bring ID and either a utility bill / letter from your employer with you to sign up.
Every customer has a monthly credit limit. At 75% of your credit limit you will receive a text notification advising you that you are are at 75%. You will receive another text message at 95%. At 100% you will be barred from making chargeable calls until you make a payment.
If you have an unlocked phone that operates on 850Mhz then you can purchase a Digicel SIM only pack from Digicel.
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If I am a Digicel Prepaid customer can I change my mobile number?
No, because all prepaid phones will be sold with a pre-assigned number. Digicel Prepaid customers will not be able to change their number.
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Roaming
What kind of handset will I need to have if I am traveling outside T&T?
While tri-band handsets can be used it is best advised that to experience full coverage a quad-band phone should be used. Click here to get more information on Roaming
What is "International Roaming"?
International Roaming is the facility to make and receive calls outside of the local Digicel network in Trinidad & Tobago. GSM is widely available across the world and accounts for 70% of the worldwide Digital cellular technology. With a tri-band or quad-band mobile phone you are able to make and receive calls and send and receive text messages. Digicel offers preferential rates for roaming in the Digicel networks in the countries we operate in Antigua, Anguilla, Aruba, Barbados, Bermuda, Cayman, Curacao, Dominica, Grenada, Jamaica, St Lucia, St Vincent & the Grenadines and St Kitts & Nevis.
How does one "Roam"?
Roaming is extremely simple, once Digicel has a roaming agreement with a foreign operator in the country that you are visiting, then your Digicel SIM can be used to make and receive calls in the normal way on a foreign operator's network.When you arrive in the foreign country your phone automatically tunes in to the foreign operator's network. If there is more than one GSM network in the foreign country you may set up your phone to either automatically choose the network with the best signal or, you can choose a network manually via a menu option on your phoneWhen someone dials your local Digicel number the call will be routed to you on your mobile phone even though you are in a foreign country. They do not need to know where you are, or what international code to dial.
How do I get "Roaming" on my phone?
To get roaming on your phone will be required to call Customer Care on 100 from your Digicel phone. Roaming is already set up for prepaid accounts. As a prepaid customer ensure you top up before leaving the country. You can also add credit to your account by:-
- Having your friends and relatives call into Customer Care with a valid top up card or they can use our Top U Up service.
- Visiting a CaribFlex location (not available in all roaming countries) and purchase credit from the CaribFlex vendor.
How are "International Roaming" calls charged?
It depends on the direction of the call i.e. whether the call is incoming (i.e. someone is calling you) or out going (i.e. you are ringing someone) For incoming calls, when you are abroad both the calling party and yourself will share the cost of the call:The person calling you pays the same rate they always pay for calling a Digicel number. You, receiving the call, will pay for accepting a call on the overseas network. This rate will be set between Digicel and the overseas Operator whose network you are using and will appear on your next bill. Click here to get roaming charges For outgoing calls, when you are abroad, if you are calling home you will be billed at a different rate than when you are calling within that particular country.
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What model phones will Digicel sell?
Digicel will be selling the major Brands of phones. These will include phones from
- Nokia eg. 8801, E50, 2610
- Motorola eg. A1200, W510, K1
- Sony Ericsson eg. S500, W810I, W580
- Samsung eg. C506, U600
Where can I purchase your handsets?
Customers may purchase handsets from any one of our Dealers located islandwide. Click here to see list of Digicel Dealers nearest you
I have an unlocked phone already are there any criteria that I need for this phone to work? The phone should be able to work within the 850 mhz bandwidth and should be a digital GSM phone.
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Rates & Tariffs
What are Digicel's rates?
Digicel Postpaid
| Plan | Monthly Fee | Minutes | Effective rate | Deposit | Credit Limit |
| Digicel Postpaid 120 | |||||
| Digicel Postpaid 240 | |||||
| Digicel Postpaid 360 |
*Prices quoted are VAT inclusive.
Digicel day
| Digicel day | Day (6am - 6pm) | Evening (6pm - 6am) | Weekend (midnight fri - midnight Sun) |
| To Digicel | |||
| To fixed lines | |||
| To other mobiles |
Are there special prices for heavy users vs. light users?
Yes. The Postpaid packages are tailored to the needs of heavy (eg. Digicel Postpaid 360) and light (eg. Digicel Postpaid 120) users.
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Will I be able to contact your Customer Care Dept. at any time?
Customer Care is available 24 hours everyday, including weekends and public holidays. Just call 100 from your Digicel phone. We never sleep!
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Billing
Where do I go to pay my bill?
You will be able to pay your bills at any of the folloowing:- First Citizens, RBTT, Republic Bank, ScotiaBank, Sure Pay, Bill Express, TTPost and VIA locations nationwide.
If I am a Digicel Prepaid Customer, do I get a bill at the end of the month?
No. Digicel Prepaid customers do not receive bills as they pay before they use the service.
Can I pay my bills at your corporate office or at a Dealer?
For your convenience, Digicel has secured services of Collection Agencies who will be able to offer you convenience and comfort in paying your bills by cash, credit and/or debit card . Digicel does not accept personal cheques, however i fyou are making a payment with a Company cheque then this will be accepted at our Front Office - located at Ansa Centre, Maraval Road, Port-of-Spain.
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Where are your Dealers located?
Digicel Dealers are located islandwide. Click here to view list
What information regarding my package should I get when I purchase it from your Dealer?
Information given will depend on the package you buy. If you buy a Digicel Postpaid package, the Dealer will provide information regarding telephone number, bill cycle, account number and credit limit. If you buy a Digicel prepaid package you will receive your SIM card within the Welcome letter pack. The Welcome letter contains the SIM Card and important codes (PIN 1, PIN 2, PUK 1, PUK 2) specific to your SIM card. These codes should be kept safe as they may come in handy when using certain features of your phone and the PUK 1 in particular is used as a form of verification when calling into Customer Care. It is important to keep the Welcome letter that you receive from the dealer in a safe place.
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What does the "Id" recordings mean e.g. ID4 etc.?
| ID# | Announcement | Condition |
| ID 1 | We are sorry all circuits are busy please try your call again later. | All circuits busy |
| ID 2 | We are sorry your call cannot be completed as dialled. Please check the number and dial again. | Invalid number dialled |
| ID 3 | We are sorry the number you have dialled is not assigned. Please check the number and dial again. | Unassigned number dialled |
| ID 4 | We are sorry the number you have dialled is unavailable. | We’re sorry the number you have dialled has been turned off or is unavailable |
| ID 5 | We are sorry your service has been disconnected due to none payment. | We’re sorry, your service has been temporarily disconnected due to non-payment |
| ID 6 | We're sorry but you are not allowed to make this call. | We’re sorry but your service has expired. To make a call please top up your account. You will not lose your existing balance |
| ID 7 | We're sorry the number you have dialled is temporarily out of service. | Dialled number temporarily out of service |
| ID 9 | We're sorry but we are unable to complete your call due to problems on another network. Please try your call again later. | Unable to complete call due to problem on external network |
| ID 11 | We're sorry the owner of this account that you are calling has restricted incoming calls. | We’re sorry the owner of the account you are calling has restricted incoming calls |
| ID 12 | We're sorry but you are not allowed to make international calls except to your home network while roaming. | We're sorry but you are not allowed to make international calls except to your home network while roaming |
| ID 13 | We're sorry but you are not allowed to roam. Or We're sorry but you do not have roaming feature/privilege. | We’re sorry but you are not allowed to roam. Please contact your service provider |
| ID 14 | We're sorry but you are not allowed to make outgoing calls while you roam. | Roaming- Restriction on outgoing calls |
| ID 15 | We're sorry the owner of this account that you are calling from has restricted outgoing call. | We’re sorry outgoing calls have been restricted |
| ID 16 | We're sorry but incoming calls to that number has been restricted. | We’re sorry but incoming calls to that number have been restricted |
If there is a problem with service in my area, whom do I report it to?
A customer should call Digicel's Customer Care on 100 from your mobile phone if you are having any problems with service in your area. Our agents will be there to take relevant information from you that will be escalated to the right department for the issue to be investigated.
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Voucher
What is a Top Up?
Digicel offers two types of Top Ups, a card which comes sealed in plastic and etop up which shows the number on a receipt. Both are used by Digicel Prepaid customers to top up their accounts. This will also give them added time on the network and are available in denominations of $10 (etop up only), $20, $50, $100, $200, and $500. All our vouchers and cards are VAT inclusive.
How do I use Top Up?
After purchasing the Top Up
- Scratch the panel on the card to reveal the 13-digit code
- Enter *121* 13 digit voucher number #
- Press SEND
- A confirmation message will appear on your phone
- Enter *120#
- Press SEND
- Balance will appear on the screen of your phone.
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Voicemail
Does my service come with Voicemail?
Yes, every Digicel customer gets voicemail at no extra cost. For your convenience Digicel has set up automatic diverts to your voicemail if your phone is switched off or unanswered. You will receive a digiTEXT message informing you that you have a new voicemail.
How do I set-up my Voicemail ?
It's as easy as 1-2-3 - literally! Simply dial 123 and follow the instructions. We recommend that you change your default password from 1234 to an easily remembered number.
Can I check my Voicemail from any phone?
Yes you can. To access Digicel's voicemail from your mobile phone, simply dial 123. Digicel offers free voicemail retrieval on both prepaid and postpaid. When roaming you can dial + 1868 3500000 from a landline, to retrieve your voicemail messages.
How many Voicemail Messages fit in my Mailbox?
You can store up to 5 minutes of voicemail messages.
What is the storeage time for messages?
Voicemail messages are stored as follows: -
- Listened to and saved - 14 days
- Received and not listened to - 7 days
- Listened to but not saved - 7 days
Once you have passed these times, your messages will be deleted from your phone.
What other features does my Digicel phone come with?
All Digicel customers enjoy Call Wait/Call Hold, Calling Line Identity, Call Restrictions, Call Barring, our easy to use text messaging service, Digicel Text, Multi party Conferencing and much more....
How do I send a text message to another Digicel number?
It's easy! Simply compose your text message and either send it to the Digicel number or find the number in your phonebook.
What's the longest Text Message that I can send and receive?
160 Characters long - and this includes spaces and punctuation! Some handsets, like the Nokia 7250, however, allow you to type messages over 160 characters. In this case, the message will be broken up & sent as separate messages of up to 160 characters each amd you will be charged for each text message.
What if someone tries to send me a text message and my phone is either turned-off or out of coverage?
The message will be stored for 8 days. If, after this time, you have still not accessed the message, it will be deleted. If the sender has their delivery notification turned on, they will receive a message to this effect.
Who can I receive text messages from?
You can receive a Text message from other Digicel customers or from GSM customers from many international networks.
What is call me ?
Call me is a service that allows you send a standard text message to another digicel customer requesting that they contact you
How does call me work?
A Digicel prepaid customer sends a “Call Me” message by typing *126*mobilenumber# and then pressing send. The person to whom the message is directed receives a text “Please call me: 1868 mobile number. Thank You!”
For example if 3571234 wants 3661234 to call them, then 3571234 sends the following: *126*18683661234# and 3661234 will receive a message : “Please call me 18683571234. Thank You!”
Can any customer use call me?
This service is only available to prepaid customers. You must have less than TT$ 0.35 credit to use the Call Me service. If your balance is over this amount you will receive a message saying Your balance must be less than TT$ 0.35 to use CallMe, please dial direct.”
If customer is not a prepaid subscriber, they would get the message: “Message failed – you are not a valid CallMe subscriber”
If a customer is out of airtime they can still use CallMe. They must however have a balance of less than TT$0.35. If their airtime has expired however, or if their balance is above this amount this service will not work.
Is there a charge for using call me?
- This service is free. Neither the person sending the text or the person receiving the text are charged anything for this service.
- Are there any limitations on number of messages that can be sent?
- A Digicel customer can send a maximum of 21 messages per week (no limit per day)
Can I use Call me to other Digicel islands?
- You can send Call Me Back messages to subscribers in any Digicel island.
- Jamaica 1876
- Aruba 297
- Cayman
- Grenada 1473
- St Vincent 1784
- St Lucia 1758
- Barbados 1246
How does Multi Party Conferencing work?
- Multi Party Conferencing allows a Digicel customer to conference in up to 5 other people so that everyone is on one call. It's very easy.
Dial the first person, press 2 send to put the call on hold,
Dial the second person and press 3 send to connect the call together.
Press 2 send to put the call on hold
Dial a third person and press 3 send to connect all people together.
You pay for each call separately. This feature is only available for calls within T&T
How many people can be on a multi party conference call?
Up to 6 people, the organizer and 5 others
Can other people add people to the conference?
Yes other Digicel subscribers can add people to the call.
If the organizer hangs up, do the other calls remain up?
No, the other calls all end.
How does a customer get Multi party Conferencing?
This feature will be automatically provisioned for all subscribers – prepaid and postpaid
How much does this cost?
A customer is charged for every call he makes so if he makes 5 calls out he will be charged regular Digicel rates for each of these calls.
GPRS
What is GPRS?
The General Packet Radio Service (GPRS) is a new value added service offered by Digicel that allows information to be sent and received across a mobile telephone network. Digicel’s GPRS solution brings a range of new services and content to subscribers. Basically, this technology enables us to offer you certain services through your phone like surfing the Internet & sending pictures.
What is Digicel Live?
Digicel Live is our newest suite of services that will allow Digicel customers to access the Internet using your mobile phone. Once a customer has accessed the Internet you will be able to access email, play games, download polyphonic ring tones and surf the Internet.
What are the advantages of this service?
Customers no longer need to have a computer to access the Internet. Customers can now be on the go and access information from the net using their phones.
For example you’ll be able to:
- Browse the web
- Check on your e-mail from your mobile phone
- Send pictures to your friend
- Download music from the net
Is this service available on both prepaid and postpaid ?
Yes. These services are available to all Digicel subscribers as long as you have a GPRS compatible phone.
Can all Digicel Phones access this service?
No. Your handset must be GPRS compatible and you must register for the service. Please click here for a list of Digicel GPRS handsets.
How do I get the Digicel Live service activated on my phone?
Call Digicel Customer Care 100 and a Digicel customer care agent will be happy to help you. You will need to be able to provide the agent with the following information:
- Digicel Telephone number
- Phone make and model (e.g. Phone make, Nokia, model 7250)
How do I get help to use the Digicel Live services?
Dial Digicel Customer Care 100 and our customer care agents will be happy to help you.
What happens if I get a new phone?
If you change your handset, you will need to call Customer Care on 100 and inform them that you have changed your handset and request that they provision this for you. You will need to give them your mobile number and the manufacturer and model of your handset (for example Nokia 7250)
I have Digicel Live service on my phone but I am still not able to access the internet, what should I do?
- Fiirst check if you are getting a signal on your phone.
- If there is no signal, power the phone off, then power on and try again.
- If there is no response please call Digicel Customer Care on 100 and an agent will be happy to assist in solving the problem or give information on where you can go to get the problem resolved.
Digicel Mobile Web is one of Digicel’s services that allows you to
- Browse the internet from anywhere using your laptop, PC or PDA
- stay in touch by accessing your internet emails
- keep up to date with the latest news and information
Connect to Mobile Web using a GPRS PC card modem in your laptop, PC or PDA
With your mobile phone as a modem you an connect your laptop, PC or PDA using
- Bluetooth
- Infrared
- Cables
How much does Digicel Info cost?
- This service costs TT $0.65 including VAT per message. If you receive multiple messages in response to your keyword you will only be charged once.
Do I get charged for multiple messages?
- No, if the service sends you multiple messages in order to provide you with all of the information then you will still only get charged once.
Will I be sent this information every day?
No, the information is only sent to you when you request it.
How do I register for the service?
There is no need to register for the service, all Digicel customers can use the service. All you do is text the keyword to 4636 (INFO) and you will get the information.
How long does it take to receive the information?
You should receive the information in under 1 minute.
What type of information can I receive?
The service offers news, sports, jokes, weather, horoscopes, quiz game, information on dentist/doctor and flight information.
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- What is this promotion about?
This promotion allows our Digicel customers to qualify to appear on a LIVE TV game show to win up to $1,000,000 in grand prizes.
- Who is eligible to qualify?
All our pre paid and post paid customers are eligible to participate in this promotion with the exception of corporate customers.
- Why are corporate customers unable to participate?
To qualify to enter requires individuals to pay their bills and in the case of corporate customers, the bills of the individuals are paid for by a company.
- What if I am a prepaid corporate customer?
The handsets and numbers are the property of the corporate company and not the individual
- What do I win?
Eligible customers automatically qualify for weekly prizes when they Top Up with any amount. Customers who earn 40 points qualify for a chance to be one of the 12 random finalists in the grand prize draw. The prizes include a cruise to any continent, a shopping spree to any city, up to $150,000 in cash or a BMW
- Are there weekly prizes?
Yes, every week we will give away 3 handsets, $500 in top up and $5000 in cash
- How do I qualify for the big draw?
Prepaid customers can qualify as follows; for every $1 in top up added to your account, you get 1 point. A total of 40 points for one entry into the big draw E.g. Customer tops up with 4 $10 vouches will qualify for one entry.
Post paid customers can qualify as follows; for every $1 spent in making calls, you get 2 points. You need a total of 40 points for one entry into the big draw bills must be paid in full on time in order to qualify E.g. paying your bill for $200 gives you 400 points
The more you top up or make calls and pay you bill in time in full, the more points you will accumulate to allow you more entries for a better chance in the big draw
- How will qualifiers for the big draw be selected?
Qualifiers will be randomly selected from all the persons who meet the criteria to qualify for the big draw
- When and how would the qualifiers for the big draw be notified?
Need to confirm – still TBA
- How do I qualify for the weekly prizes?
Any prepaid customer who tops up with any amount qualifies and any post paid customer whose account is active and in good standing qualifies for weekly prizes
- How are weekly winners selected?
Weekly winners are randomly selected
- How are weekly winners notified?
Weekly customers will be contacted every Friday from the start of the promo (starting July 11th, July 18th, July 25th, Aug 1st, Aug 8th, Aug 15th, Aug 22nd, Aug 29th, and Sept 5th)
- How do I find out how many times I’ve qualified? Will I receive a message from Digicel
No, you will not receive any notification, however you can check to see how many points and entries you have by simply using the following code from your Digicel handset *120*5#
- What is the cost to send the code?
There is no cost to use this code
- Is the information displayed real time when I use the code?
Prepaid customers will have a real time update as to their points when they use the code as their points and qualifying chances are based on a top up value
Post paid customers points and qualifying information will be updated on a 24 hour basis as their points are dependant on usage.
- What is the venue for the live game show?
The venue and date for the draw is still to be announced.
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