4G Broadband FAQs


Digicel 4G Broadband

What is Digicel 4G Broadband?
Is Digicel 4G Broadband and WiMAX the same thing?
What are the benefits of Digicel 4G Broadband?
What are the services available with Digicel 4G Broadband?
Will Digicel offer Voice over Internet Protocol (VoIP) service with Digicel 4G Broadband?
Is the service available island wide?
As a customer, what do I need in order to access the service?
Will a technician be required to visit my premises to install and set up the service?
Is there an installation cost associated with setting up the Digicel 4G Broadband service?
Is the WiMAX technology available on regular GSM/GPRS/ EDGE handsets?
Am I required to have a fixed telephone line in order to access Digicel 4G Broadband service?
Can I pair my Digicel 4G Broadband account with my existing post-paid or prepaid GSM account?
Is a free email account offered with the service?

Devices

What 4G devices can be used with the Digicel 4G Broadband Internet service?
Can the Digicel 4G Broadband Wi-Fi modem or Standard Modem be used in more than one location?
What is the warranty on the devices?
What should I do if I require assistance or experience difficulty using the service?
Can I buy a 4G device elsewhere and use it on the Digicel network?
What types of 4G devices are available for use with the Digicel 4G Broadband service?
What are the features of the Digicel 4G Broadband Modems?
Where can I use the Broadband Wi-Fi or Standard Modems?
Where can I use the On the Go USB modem?
What will I receive when I sign-up for the service?

Post-paid

How do I apply for the Digicel 4G Broadband post-paid service?
What is the cost of the devices on a postpaid plan?
What do I need in order to sign up for the Digicel 4G Broadband post-paid service?
If I am existing Digicel GSM post-paid customer and I want to sign up for a Digicel 4G Broadband post-paid account, what are the requirements?
Is the deposit refundable?
What is the due date for the payment of 4G Broadband bills?
Will my service be disconnected if my bill is not paid by the 27th of the month?
Where can I pay my 4G Broadband post-paid bill?
Can I pay my bill at a Digicel Dealer Store?
As a Digicel 4G Broadband post-paid customer, am I still able to access the service if my account is barred for overdue bills?
What post-paid Internet packages are available?
As a Digicel 4G Broadband post-paid customer how do I manage my account?

Prepaid

How do I apply for the Digicel Broadband 4G prepaid services?
Am I required to purchase the device?
What do I need in order to sign up for the Digicel Broadband prepaid service?
What is the cost of the devices on a prepaid plan?
As a prepaid customer am I required to pay a deposit?
What prepaid plans are available?
How do I top-up my Digicel 4G Broadband prepaid account?
Am I required to purchase a special credit in order to top-up my Digicel 4G Broadband prepaid accounts?
Can I send credit from my Digicel phone to my Digicel 4G Broadband prepaid account via Credit-U?
How do I manage my Digicel 4G Broadband prepaid account?
As a prepaid customer, how do I know how much time I have remaining on a plan?
How does a prepaid account become expired?
Am I able to re-register for the service with the same device if my account should become expired?

Web self care

How do I access the Web Self-Care portal?
What am I able to do in the Web Self-Care Portal?


Digicel MIFI

1. What is the 4G Broadband 30 Day MiFi Hotspot?
2. What is the cost of the MiFi device and Postpaid 30 Day Plan?
3. Who can purchase this device/plan?


About WiMAX

What does the term WiMAX means?

What is the WiMAX technology?

What are the benefits of using WiMAX technology?

Why has Digicel built a 4G network, rather than a 3G network


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Digicel 4G Broadband

What is Digicel 4G Broadband?

Digicel 4G Broadband service offers individual customers access to high-speed Internet over a secure wireless connection using WiMAX fourth generation technology.

Is Digicel 4G Broadband and WiMAX the same thing?

No. Digicel 4G Broadband is the name we have given to the Internet service we are offering. WiMAX refers to the 4G technology that is used to provide wireless broadband solutions to our customers.

What are the benefits of Digicel 4G Broadband?

  • High speed wireless broadband Internet access (faster browsing speed than 3G)
  • No installation required (self-installed modems)
  • Faster set-up time (plug ‘n’ play devices).
  • Affordable Post-paid plan
  • Multiple prepaid plans
  • Portable and Mobile ‘On-the-go’ browsing (anywhere within the defined broadband coverage area)
  • 24/7 Web Self-Care access and award winning Customer Care Support via 142

What are the services available with Digicel 4G Broadband?

Digicel 4G Broadband customers have access to Internet services via our wireless broadband service.


Will Digicel offer Voice over Internet Protocol (VoIP) service with Digicel 4G Broadband?

Currently, only Internet browsing service is being offered.

Is the service available island wide?

Digicel 4G Broadband services is available in over 200 communities island wide; that is 60% of the population, and growing.

We will continue to increase our coverage to other areas over time.

As a customer, what do I need in order to access the service?

You are required to purchase either a Broadband Wi-Fi modem, Standard modem or On The Go modem from an authorized Digicel dealer store, in order to access the Digicel 4G Broadband services.

Will a technician be required to visit my premises to install and set up the service?

No. Digicel 4G Broadband offers plug ‘n’ play devices that are customer friendly and easy to install.

However, in the event that you need assistance with the installation you may call our Customer Care Broadband Support at 100 from a Digicel mobile phone or #1-888-DIGICEL (344 -4235)  toll free from a landline.

Is there an installation cost associated with setting up the Digicel 4G Broadband service?

No. There is no installation cost for setting up.

Is the 4G technology available on regular GSM/GPRS/ EDGE handsets?

No. 4G is a fourth generation all IP technology which does not work with 2.5G and 3G handset and/or devices, such as GPRS/EDGE modems.

Am I required to have a fixed telephone line in order to access Digicel 4G Broadband service?

No. There is no need for a fixed telephone line as Digicel 4G Broadband is offered wirelessly over-the-air (OTA).

Can I pair my Digicel 4G Broadband account with my existing post-paid or prepaid GSM account?

No. You are not allowed to pair your Digicel mobile and Digicel Broadband accounts.

Is a free email account offered with the service?

No. A Digicel (internet service provider) ISP email service at a Digicel domain will not be provided with Digicel 4G Broadband.

You may use other free hosted email services such as Gmail, Yahoo and Hotmail or any other web based email host/ provider.

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Devices

What 4G devices can be used with the Digicel 4G Broadband Internet service?

The 4G Broadband home modems ( Wi-Fi modem or Standard modem), On The Go USB  modems or MIFI pocket modems are required to access to the Digicel 4G Broadband network. These can be purchased from an authorized Digicel Dealer Store or from any Direct Sales Agent.


Can the Digicel 4G Broadband Wi-Fi modem or Standard Modem be used in more than one location?

Yes. Digicel 4G Broadband uses the WiMAX IEEE 802.16e standard, which supports device/user portability and mobility. As such, customers will be able to use the device at any location within the coverage area at no extra cost.
Note: Electricity is required for use of the Standard and Wi-Fi modem as it must be plugged into a power outlet.

What is the warranty on the devices?

Device

Warranty

Wi-Fi and Mi-Fi  Modems one (1) year
Wi-Fi and Mi-Fi Power Adapters six (6) months
On the Go USB Modem six (6) months
D-Link Router

one (1) year


What should I do if I require assistance or experience difficulty using the service?

You may call our Broadband customer support line at 100 for assistance.

No. Roaming with 4G Broadband is not yet available.

Can I buy a 4G device elsewhere and use it on the Digicel network?

No. Devices must be provided by Digicel. All Digicel provided devices are specially configured to operate on the Digicel Broadband network.

What types of 4G devices are available for use with the Digicel 4G Broadband service?

Customers are able to purchase the  Home Wi-Fi Modem,  Mi-Fi pocket modems or On the Go USB modem

 

What are the features of the Digicel 4G Broadband Modems?

Device

Features

MiFi
Pocket Modem
 
  • Enables up to 5 devices to access the internet at once
  • Built in hotspot
  • On-the-Go Internet Access

Wi-Fi Modem (DX250)

  • Fast and Secure Wi-Fi access to the internet
  • Connect up to 5 Wi-Fi enabled devices (Laptop, Kindle, PSP, etc.)
  • 1 Data/Ethernet port
  • Easy to use plug and play
 Wi-Fi Modem (DV235)
  • Fast and Secure Wi-Fi access to the internet
  • Connect up to 5 Wi-Fi enabled devices (Laptop, Kindle, PSP, etc.)
  • Supports Apple devices (Iphone, Ipad and Mac Book)
  • Easy to use plug and play

On the Go Pocket MiFi Modem (UH235)

  • Fast and Secure Wi-Fi access to the internet
  • Create your own Hotspot
  • Connect up to 5 Wi-Fi enabled devices (Laptop, Kindle, PSP, etc.)
  • Easy to use plug and play

Where can I use the Broadband Wi-Fi or Standard Modems?

The Broadband Modems are ideal for use in-doors at home or at the office. Digicel recommends that the Wi-Fi and Standard modems be placed near a window for optimum signal.

Where can I use the On the Go USB modem?

The On the Go USB Modem is ideal for use out-door. Digicel recommends that this device be used in the open air (outdoors) for optimum performance.

What will I receive when I sign-up for the service?

You will receive a self-install kit that contains the following items:

Device Type

Content

Standard and Wi-Fi and Modem

  • Self-install modem
  • LAN cable
  • Power adaptor
  • Quick set-up guide
  • Instruction Manual
  • Welcome letter
  • Wallet card

On the Go USB Modem

  • Self-install USB modem
  • USB extension cable
  • Quick set-up guide
  • Instruction Manual
  • Welcome letter
  • Wallet card

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Post-paid

How do I apply for the Digicel 4G Broadband post-paid service?

You are required to visit select Digicel dealer stores in order to sign up for and receive the Digicel 4G Broadband service.

You are required to complete and sign a post-paid application form

You are required to pay a one-time deposit. (The deposit amount required is subject to change without notice
 
What is the cost of the devices on a postpaid plan?
 
Please refer to Modem listing for all prices.
 
 
What do I need in order to sign up for the Digicel 4G Broadband post-paid service?
 
 

You are required to submit the following:

  • Completed and signed activation form
  • Valid government issued ID (passport, voter’s ID or driver’s licence)
  • TRN (if ID type other than driver’s licence is used)
  • Proof of address (2 types of bills; e.g.: water, electricity, phone service, credit card statement, etc.)
  • One (1) utility bill is accepted, if the address on the bill corresponds with that of the ID provided.
  • If you are an existing Digicel GSM post-paid customer, you may use ONLY your post-paid GSM bill as proof of address (not be older than three(3)months).
  • Deposit

4. If I am existing Digicel GSM post-paid customer and I want to sign up for a Digicel 4G Broadband post-paid account, what are the requirements?

  • Completed and signed activation form
  • Valid government issued ID (passport, voter’s ID or driver’s licence)
  • TRN (if ID type other than driver’s licence is used).
  • Proof of address (you may use your Digicel GSM post-paid bill).
  • Contact details for one reference not living in the same household.
  • Deposit

Is the deposit refundable?

Yes, the deposit is refundable as per our post-paid service Terms and Conditions. However, the deposit is not refundable if the service is terminated or discontinued with the first year.

What is the due date for the payment of 4G Broadband bills?

4G Broadband post-paid bills are due on the 27th of each month. This is the same bill payment due date for GSM post-paid customers.

Will my service be disconnected if my bill is not paid by the 27th of the month?

You have up to 5 days after the due date in which to pay your bill in order to avoid disconnection.

9. Where can I pay my 4G Broadband post-paid bill?

You may pay your Digicel 4G Broadband post-paid bills at any of our third-party payment agencies island wide:

Bill Payment Methods


Online:
  • Scotia Online (bill payment only)
  • NCB Online(bill payment only)
  • RBTT Online (bill payment only)
  • PanCaribbean Online (bill payment only)
  • First Caribbean Online (bill payment only)
Payment Agencies:
  • PayMaster (deposit and bill payment)
  • Prime Trust (deposit and bill payment)
  • Bill Express (bill payment only)
  • Jamaica National (bill payment only)
Telephone:
  • BNS TeleScotia 1-888-472-6842 (bill payment only)
  • NCB TeleMidas 1-888-622-3477 (bill payment only)
Other
  • Digicel Front office (14 Ocean Boulevard, Downtown Kingston)

Can I pay my bill at a Digicel Dealer Store?

No. Payment is not accepted at Digicel dealer stores.

As a Digicel 4G Broadband post-paid customer, am I still able to access the service if my account is barred for overdue bills?

No. Customers whose accounts are barred for non-payment of bills will not be able to use the service until the bill is paid in full.

What post-paid Internet packages are available?

There is only one post-paid plan available, and it allows post-paid customers to enjoy unlimited internet access.

The monthly subscription fee is $2,500.00 plus GCT.

As a Digicel 4G Broadband post-paid customer how do I manage my account?

You will be able to manage your account via Digicel 4G Broadband Web SelfCare.

You may :

  • Change your password
  • Update email address
  • View postpaid bill balance

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Prepaid

How do I apply for the Digicel 4G broadband? prepaid services?

You may sign up for a Digicel 4G Broadband prepaid services by visiting select Digicel dealer stores.

Am I required to purchase the device?

Yes. You are required to purchase the device.

What do I need in order to sign up for the Digicel Broadband prepaid service?

  1. Valid national ID (passport, voter’s ID or driver’s licence)
  2. TRN (if ID type other than driver’s licence is used)
  3. Money to purchase the device

After purchasing a modem, you are required to install the modem on the laptop, netbook or desktop computer that will be used and then register for the service. (Please refer to the installation guide on the Web Selfcare portal or call 142)

The instructions to install the modem can be found in the user manual provided.

To complete the registration:

  1. Open an Internet browser; the page will automatically go to the Digicel 4G Broadband Web Self-Care Portal.
  2. Click the New User link. You will be redirected to the new subscriber registration page.
  3. Enter the information in the required fields, accept the terms conditions of the service and click on Next.
  4. Once you have filled in the information in the required fields and accepted the terms and conditions of the service you will be presented with an eleven digit service number (eg. 1020xxxxxxx). You may print this screen and store this in a safe place.

Note: Make a note of the username and password you created as they are needed to log into Web Self-Care portal to manage your Digicel 4G Broadband account.

What is the cost of the devices on a prepaid plan?
      Please refer to Modem listing for all prices of devices. 

As a prepaid customer am I required to pay a deposit?

No. You are not required to pay a deposit.

What prepaid plans are available?

The table below shows the available Digicel 4G Broadband
 
 

Package

Cost

Type

1 Day Unlimited

$300.00

Prepaid

3 Days Unlimited

$700.00

Prepaid

7 Days Unlimited

$1,200.00

Prepaid

14 Days Unlimited

$2,000.00

Prepaid

30 Days Unlimited

$3,000.00

Prepaid


How do I top-up my Digicel 4G Broadband prepaid account?

As a Digicel 4G broadband prepaid customer you will have most of the top-up options currently available to GSM prepaid customers.

Top-up options include:

  1. Web Self-Care Portal (using a pinned voucher e.g. FlexCard, FlexE, FlexE @ Scotia, etc )
  2. Top-U-Up (USSD only; e.g.: *125*1020-xxx-xxxx*amt# and then press send)
  3. Digicel Online Top-Up (go to www.digiceljamaica.com/broadband, then select the Top-up link)

Note: Customers will be required to use the 11 digit service number (1020xxxxxxx) assigned during registration to top-up.

Am I required to purchase a special credit in order to top-up my Digicel 4G broadband prepaid accounts?

No. Digicel 4G broadband prepaid account holders will use the same credit used to top-up Digicel mobile prepaid accounts.

Can I send credit from my Digicel phone to my Digicel 4G Broadband prepaid account via Credit-U?

Yes. Digicel you are able to send credit to your Digicel 4G Broadband prepaid accounts from your Digicel mobile phone via Credit-U.

These are the requirements to use the credit-U feature (*128*11didgit service number*, amount($), then SEND

  1. The maximum daily limit for credit transfer is $2000.00
  2. There is a service charge of $2.
  3. A minimum of $1 must be remaining on your GSM account after the transaction, in order for credit transfer to be completed.

How do I manage my Digicel 4G broadband prepaid account?

Digicel 4G broadband prepaid customers are able to manage their accounts via the Digicel 4G broadband Web Self-Care.

You may:

  1. Change password
  2. Input personal information (address, DOB, ID type and number, mobile number)
  3. Top Up credit and purchase new prepaid plans (1day, 3?days,?7days, 14days and 30days)

As a prepaid customer, how do I know how much time I have remaining on a plan?

You may check the plan expiry date at any time by logging into the Digicel 4G Broadband Web Self-Care Portal. The date and time of expiry is displayed on the ‘Welcome page’..

How does a prepaid account become expired?

Digicel 4G Broadband prepaid accounts will become expired after a period of 180 days of inactivity. That is, if you have not purchased a plan before 180 days have passed since your last plan expired then you will lose service, including your Digicel 4G Service Number completely.

Am I able to re-register for the service with the same device if my account should become expired?

Yes. Once the account expires then the device will be made available again for re-activation.

You will be required to re-register for the service from web self care. You will receive a new service number upon registering.


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Web self care

How do I access the Web Self-Care portal?

Both prepaid and post-paid Digicel 4G broadband customers can use web self care to manage their accounts.

Web self care can be accessed via the URL http://selfcare.digicelbroadband.com.

A link is also available on the Digicel Jamaica Website.

What am I able to do in web self care?

You are able to use web self care to manage your Digicel 4G broadband account.

This includes:

  1. Top-up prepaid accounts
  2. Purchase prepaid Internet plans
  3. View postpaid bill balance
  4. Change password
  5. Input/update personal information (address, DOB, ID type and number, mobile number, email address)
  6. View Account summary (Service number, account status, plan type, plan expiry date).

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Digicel MIFI

What is the 4G Broadband 30 Day MiFi Hotspot?

  • The 4G Broadband 30 Day MiFi Hotspot product offers Broadband Postpaidcustomers the 4G broadband service via the 4G MiFi Hotspot device and 30 Day MiFi Hotspot postpaid Plan.This facilitates flexibility to the business person who requires internet access while they are mobile.
  • The 30 Day MiFi Hotspot plan will allow apostpaid customer to have both a wireless and wired connection to the internetwhile on the go.The device can only be used with the 30 Day MiFi Hotspot plan.
  • With the MiFi Hotspot device and postpaid service, the customer will always be connected while in a 4G Broadband coverage area.?

What is the cost of the MiFi device and Postpaid 30 Day Plan?

Plan/Device

Cost

Postpaid 30 Day MiFi Hotspot Monthly subscription fee

$3,500 + 16.5% GCT

MiFi Hotspot Device

Postpaid
$4950 + 16.5% GCT
Prepaid
 $7,950 + 16.5% GCT
  • The MiFi hotspot device will be offered a Postpaid cost of $5,950 + 25%GCT and Prepaid Cost of $9,450 + GCT with a 30-Day MiFi Hotspot plan for a monthly subscription fee of $3,500 + 17.5% GCT
  • Postpaid customers who purchase the MiFi hotspot device and sign up for the 30-Day postpaid MiFi Hotspot plan will?have unlimited 4G broadband internet with speeds of 4-6MB with bursts of up to 10MB.

Who can purchase this device/plan?

  • All new and existing 4GBroadband Postpaid customers can purchase the MiFi Device and the Hotspot postpaid plan.

About Wimax

What does the term WiMAX mean?

WiMAX is the abbreviation for Worldwide Interoperability for Microwave Access.

What is the WiMAX technology?

WiMAX is a Fourth Generation (4G) wireless technology that provides broadband speed connection without the need for cables.
It is a telecommunication technology that provides mobile Internet access to a wide array of devices including desktop computers, laptops, notebooks, handsets, smartphones and electronics.

What are the benefits of using WiMAX technology?

 

  • High speed broadband service
  • Can be used to provide data, voice and video services
  • Does not require a fixed telephone service
  • Easy installation (no running of wires)
  • Mobile
  • Plug ‘n’ play self-installed modems

 

Why has Digicel built a 4G network, rather than a 3G network?

Digicel is committed to providing our customers with cutting edge technology which complements the delivery of quality products and services we offer our customers.
4G is a better technology when compared with that of 3G. Our decision to skip 3G and go to 4G is based on our commitment to provide our customers with the best products and services.

How does WiMAX compare with other broadband technologies?

Characteristics

WiMAX (4G Broadband)

WLAN

ADSL

Coverage

1 – 2 km: NLOS (None Line of Sight)

Limitation is due to Jamaica’s terrain. Technology can go up to 50Km 930 miles) if no obstruction.

100 m

5km

Bit rate

Up to 40 mbps with 10MHz bandwidth

Up to 108 Mbps

ADSL downstream (8 Mbs) ADSL upstream (800 kbps)

Scalability

Flexible bandwidth

Wide and Fixed bandwidth

Dependent on network capacity

Pricing

Generally less expensive than WLAN

Very expensive

Cheaper than WLAN

QoS

Native MAC and service differentiated levels

None

ATM level

Symmetry

Symmetrical and asymmetrical

symmetrical

Symmetrical and asymmetrical

Mobile

Yes

No

No

 

 

 


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