Help & Support
Common problems and simple answers.
- How to register account?
- How do I do a device reset/restart?
- Why do I get incorrect login when I try to log in to web self care?
- How do I reset my web self-care password?
- How do I activate a 1 day plan?
- How do I use Credit U to send credit to a modem?
- What is needed to activate the service?
- What is my current bill balance?
- How do I use Digicel Top up to send credit to a modem?
- How to reset router password?
- I see ‘Network Cable Unplugged’ displayed in my computer, how do I fix this?
- I have Software/ Application issues.
- What is a 1 day plan and how do I activate it?
- What is a 3 Day plan and how can I activate it?
- What is a 7 Day plan and how can I activate it?
- What is a 14 Day plan and how can I activate it?
- What is a 30 Day plan and how can I activate it?
How to register account?
You can register your 4G Broadband modem by simply following these steps:
1. Connect your 4G modem to your computer and wait for the signal lights to become steady.
2. Launch your browser. You will automatically be directed to our web self-care site.
3. Click "Click Here To Register"
4. The modem information is already filled out for you so select “Next”
5. Enter the required information and select either Prepaid Initial FREE72hrUSB Plan or Prepaid Initial FREE72hrCPE Plan depending on the type of modem you are using and select “Next”
6. Restart your modem and start browsing.
How do I do a device reset/restart?
To restart the device:
1. Unplug the modem from the power
2. Plug it back in and wait a few minutes for the signal lights to stabilize
3. Attempt to browse
To reset the modem
1. Insert a small object (e.g. a paperclip) in the hole labeled “reset” at the back of the modem
2. Use the object to press and hold the button for 20 seconds
3. Release the button and wait a few minutes for the signal lights to stabilize
Why do I get incorrect login when I try to log in to web self care?
How do I reset my web self-care password?
You can now reset your web-self care password by using the link on the login page. Click "Forgot Password" and then enter your web self-care username and click Submit. Now, enter the answer for the security question you created when you first signed up and click Submit. A SMS and an email with your new password will be sent to the telephone number and email address that you entered when you first registered. Please change this password once you log in by clicking the change password link.
How do I activate a 1 day plan?
You can stay connected on Jamaica's fastest Wireless Broadband for only $300 credit per day, simply login into Self Care using your username and password. Once directed to the Account Summary page, select "Click Here to Top Up". Next, enter the voucher numbers in the box provided and select "Next". Once you have topped up with at least $300 credit, you can return to the "Account Summary" and under Price Plan select "1 day prepaid plan" and select Ok. Now restart your modem and start browsing.
How do I use Credit U to send credit to a modem?
Use our Credit U service to transfer credit from your cell phone to your 4G Broadband prepaid account. Simply start by dialing *128*service number*amount being transferred# SEND. You will then receive a confirmation message. Please check the service number seen to ensure you are sending it to the correct account. If the number is correct then dial *128*1# SEND. If the number is incorrect then dial *128*2# SEND to cancel the transaction and restart.
What is needed to activate the service?
Connect to Jamaica’s fastest Wireless Broadband with any of our 4G modems. To activate a prepaid plan simply take a valid government ID and money for to purchase the modem into any of our 4G Dealers stores. For a postpaid plan take a valid government ID, money for to purchase the modem, any 2 utility bills and a onetime security deposit of $4000. You can check your area for coverage at any 4G dealer stores or at http://www.digicel4gbroadband.com/en/coverage. Sign up now and experience our blazing internet speeds.
What is my current bill balance?
How do I use Digicel Top up to send credit to a modem?
To add credit to your Digicel 4G Broadband Account you can purchase a Digicel Flex, Plastic card, a FlexE, a Scotia FlexE card or any voucher and add it to your broadband account using our Top-U-Up service from your Digicel mobile phone. Simply dial *125* the broadband service number# SEND. Next, from a black screen dial *125*voucher number# SEND. You will then receive a text message confirming that the credit has been added to your 4G account.
How to reset router password?
The following are the steps for changing the WiFi password for the D-Link router
1. Connect to the router
a. To Connect with an Ethernet cord place one end in one of the four numbered LAN ports at the back of the router and the other end in the LAN port on the computer
b. To connect wirelessly, search for the network. Select it and click connect. Enter the current Wi-Fi password if this is requested.
2. Open an internet browser and enter the router’s default gateway in the address bar (e.g. 192.168.0.1)
3. Press enter to go to the login page
4. Enter the username and password for the router’s configuration page. The username is “admin” by default and the password is left blank
5. Select login
6. Select “Wireless Setup”.
7. Select “Manual Wireless Connection Setup”
8. Go to the “Wireless Security Mode” section and select the security mode (WPA/WPA2 or WEP)
9. Enter the Network Key in the space provided
10. Select the “Save Settings” Button
I see ‘Network Cable Unplugged’ displayed in my computer, how do I fix this?
1. Ensure that the modem is plugged in
2. Check both ends of the Ethernet (yellow) cord to ensure that they are securely plugged in
3. Check for any damage to the Ethernet cord
4. Test for a possible fault with the cord by using another Ethernet cord to make the connection. If the Ethernet cord is found to be faulty, replace it.
5. Test for a possible fault with the computer by connecting the modem to another computer. If “network cable unplugged” is also indicated on the other computer and there is no fault with the Ethernet cord, call for further assistance
I have Software/ Application issues.
1. Your Firewall may be blocking the connection to the internet:
a. Check the settings of your firewall application to ensure that access to the internet is not being restricted
2. If the USB Modem Digicel Broadband CM failed to initialize:
a. Unplug and uninstall the Digicel Broadband CM application
b. Re-insert the modem in the computer and reinstall the application when prompted.`
3. After the modem is plugged in, the Connection Manager program does not run automatically.
a. Double click on the Digicel Broadband CM icon located on your computer desktop to run the program manually
4. After restarting the computer
a. There is no signal:
i. You are in a location where the Digicel Broadband network does not offer coverage. Move to another location that has a better signal.
b. The modem is not connected well:
i. Pull out and insert the modem safely again.
5. When the modem is being inserted, the notebook computer does not recognize it:
a. The installation programs of the modem haven’t been installed properly.
b. The modem isn’t connected well. Restart the computer, or connect the modem again.
6. I installed the modem correctly but now I am seeing data connection failed:
a. You are in a location where the Digicel Broadband network does not offer coverage. Move to another location that has a better signal.
b. The network at this time in this place is busy now. Try again later.
c. The modem data has an error. It is possibly the Digicel Broadband network is experiencing problems. Try again later.
What is a 1 day plan and how do I activate it?
A 1 day plan allows you to go online for 24 hours at a cost of $300+tax.
· Simply login into Self Care using your username and password.
· Once directed to the Account Summary page, select "Click Here to Top Up".
· Next, enter the voucher numbers in the box provided and select "Next".
· Once you have topped up with at least $300 credit, you can return to the "Account Summary" and under Price Plan select "1 day prepaid plan" and select Ok.
· Now restart your modem and start browsing.
What is a 3 Day plan and how can I activate it?
A 3 day plan allows you to go online for 24 hours and costs $700+tax.
· Simply login into Self Care using your username and password.
· Once directed to the Account Summary page, select "Click Here to Top Up".
· Next, enter the voucher numbers in the box provided and select "Next".
· Once you have topped up with at least $700 credit, you can return to the "Account Summary" and under Price Plan select "3 day prepaid plan" and select Ok.
· Now restart your modem and start browsing.
What is a 7 Day plan and how can I activate it?
A 7 day plan allows you to go online for 24 hours at a cost of $1200+tax.
· Simply login into Self Care using your username and password.
· Once directed to the Account Summary page, select "Click Here to Top Up".
· Next, enter the voucher numbers in the box provided and select "Next".
· Once you have topped up with at least $1200 credit, you can return to the "Account Summary" and under Price Plan select "1 day prepaid plan" and select Ok.
· Now restart your modem and start browsing.
What is a 14 Day plan and how can I activate it?
A 14 day plan allows you to go online for 24 hours at a cost of $2000+tax.
· Simply login into Self Care using your username and password.
· Once directed to the Account Summary page, select "Click Here to Top Up".
· Next, enter the voucher numbers in the box provided and select "Next".
· Once you have topped up with at least $2000 credit, you can return to the "Account Summary" and under Price Plan select "1 day prepaid plan" and select Ok.
· Now restart your modem and start browsing.
What is a 30 Day plan and how can I activate it?
A 30 day plan allows you to go online for 24 hours at a cost of $3000+tax.
· Simply login into Self Care using your username and password.
· Once directed to the Account Summary page, select "Click Here to Top Up".
· Next, enter the voucher numbers in the box provided and select "Next".
· Once you have topped up with at least $3000 credit, you can return to the "Account Summary" and under Price Plan select "1 day prepaid plan" and select Ok.
· Now restart your modem and start browsing.