Help & FAQs

About Digicel
Coverage
GSM
Voicemail
Text Messaging
"Please call me..."
Multi-Party Conferencing
GPRS
Digicel Live
Digicel Mobile Web
Digi-Info
Call Divert
Prepaid Service
Postpaid Service
Dialling Instructions
Mobile Number Management
Roaming

About Digicel
Q. Who is Digicel?
A. An Irish-based telecommunications company, Digicel Cayman was granted a license by the Information, Communication and Technology Authority (ICTA) in September 2003 subsequent to liberalization of the telecom industry in the Cayman Islands, to build and operate a Mobile GSM Network.

Coverage
Q. What is the percentage of islandwide coverage for Digicel?
A. Digicel has 99% crystal clear coverage across all three of the Cayman Islands.

Q. Why is it difficult to get good coverage in elevators and in basements?
A. In many areas such as inside an elevator or the basement of a building it is difficult or impossible to use your phone. This is because the radio signal can't penetrate the steel and concrete to reach the handset. The signal strength bars on your phone will reflect the level of coverage you can expect to receive in these locations.

GSM
Q. What is GSM?
A. 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 80% of the world's digital market and 64% of the world's wireless market.

Q. What do the initials GSM stand for?
A. Global System for Mobile Communications.

Voicemail
Q. Does my service come with Voicemail?
A. 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.

Q. How do I set-up my Voicemail
A. 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 0000 to an easily remembered number.

Q. Can I check my Voicemail from any phone?
A. Yes you can. To access Digicel's Messaging Service from your mobile phone, simply dial 123. Or, if you wish, you can dial + 1345 3260000 from a landline, or when you are abroad. If you are calling from a landline, you will be asked to enter your phone mobile number and password. Your default password is 0000.You will need this password to access your voicemail from a fixed line or from abroad.

Q. How many Voicemail Messages fit in my Mailbox?
A. You can store up to 5 minutes of voicemail messages.

Q. How long are my messages saved for?
A. You can store unread voicemail messages for 30 days and you can store read messages for up to 17 days. Once you have passed these times, you messages will be deleted from your phone.

Q. What other features does my Digicel phone come with?
A. All Digicel customers enjoy Call Wait/Call Hold, Calling Line Identity, Call Restrictions, Call Barring, our easy to use text messaging service, digiTEXT, Multi party Conferencing and Mobile E-Mail.

Text Messaging
Q. How do I send a text message to another Digicel number?
A. It's easy! Simply select "MESSAGE", compose your text message and either send it to the Digicel number or find the number in your phonebook.

Q. My friend wants to send me a text message from his email account. Can he do that?
A. With Mobile E-Mail yes he can! All your friend has to do is send the email from his account to yournumber@digitextky.com and you will receive the message just like a text message. You can even reply to the message if you like. Similarly you can send an email from your mobile phone just like a digiTEXT message. Check out our Mobile E-Mail guide at your local Digicel Dealer Store or look under Products on this web site.

Q. What's the longest digiTEXT Message that I can send and receive?
A. 160 Characters long which 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.

Q. What if someone tries to send me a digiTEXT and my phone is either turned-off or out of coverage?
A. 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.

Q. Who can I receive digiTEXT messages from?
A. You can receive a digiTEXT message from other Digicel customers, GSM customers from many international networks or anyone who has an email account.

"Please Call Me..."
Q. What is Please Call Me ?
A. "Please Call Me" is a service that allows you send a standard text message to another digicel customer requesting that they contact you.

Q. How does Please Call Me work?
A. A Digicel prepaid customer sends a “Please Calll Me” message by typing *126*1345mobilenumber# and then pressing send. The person to whom the message is directed receives a text “Please call me: 1345 mobilenumber. Thank You!”

For example if 3271234 wants 3261234 to call them, then 3271234 sends the following: *126*13453261234# and 3261234 will receive a message : “Please call me 13453271234. Thank You!”

You must enter the area code with the number ie. 13453256000. If the number entered as the mobile number is invalid because of incorrect number of digits, or is not a valid Digicel number (i.e. C&W mobile, fixed line, overseas number, etc.), then the sender gets a message “Number is in wrong format please re-enter using areacode “1345xxxxxxx”.

Q. Can any customer use Please Call Me?
A. This service is only available to prepaid customers. You must have less than CI $0.10 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 CI $0.10 to use Please Call Me, please dial direct.”
If customer is not a prepaid subscriber, they would get the message: “Message failed – you are not a valid Please Call Me subscriber”
If a customer is out of airtime they can still use Please Call Me. They must however have a balance of less than CI $ 0.10. If their airtime has expired however, or if their balance is above this amount this service will not work.

Q. Is there a charge for using call me?
A. This service is free. Neither the person sending the text or the person receiving the text is charged for this service.

Q. Are there any limitations on number of messages that can be sent?
A. A Digicel customer can send a maximum of 3 messages per day.

Q. Can I use Please Call me to other Digicel islands?
A. You can send Please Call Me messages to subscribers in any Digicel island.

Jamaica (1-876)
Aruba (1-297)
Grenada (1-473)
St Vincent (1-784)
St Lucia (1-758)
Barbados (1-246)

Q. How do I send Please Call Me message?

To send a Please Call Me message: For Non - Digicel Territories

For NANPA Countries
- Enter *126*1areacodephonenumber# from a blank screen.
- Press "Send".
  Example:
  - Jane (a Jamaican Digicel customer) wants to send a Please Call Me to Andrew who lives in the USA.
  - Jane will type *126*13472177521# SEND to send the Please Call me to Andrew.
For Non-NANPA Countries
- Enter *126*areacodephonenumber# from a blank screen
- Press "Send".
  Example:
  - Abby (a Jamaican Digicel customer) wants to send a Please Call Me to Karl who lives in the United Kingdom.
  - Abby will type *126*447717584456# SEND to send the Please Call me to Karl.

For Digicel Territories

Non-NANPA Territories
- Enter *126*areacodephonenumber# from a blank display eg. For Haiti *126*5097288340#
- Press "Send".
NANPA Territories
- Enter *126*1areacodephonenumber# from a blank display eg. For Jamaica *126*18763678424#
- Press "Send".
Within Jamaica
Within Jamaica
- Enter *126*phonenumber# from a blank display eg. *126*8988340#
- Press "Send".

^{_{Q. What is the format to send Please Call Me messages to countries whose international access code is 011, 00 or +?}}

To send Please Call Me messages:

For 011 Access Codes
- Remove the access code.
- Keep the area code and remove the initial "0" from the phone number if there is one.
- Send call me message as *126*areacodephonenumber#.
- Press "Send".
Example:
Sheree wants to send a call me message to 011 44 07717584456.
Sheree types *126*447717584456#SND
Note: For "+" the procedure is the same just remove the "+". And continue from step b above.
For 00 Access Codes
- Remove the access code.
- Keep the area code and remove the initial "0" from the phone number if there is one.
- Send call me message as *126*areacodephonenumber#.
- Press "Send".
Example:
Michael wants to send a call me message to 00696942948.
Michael types *126*696942948#SND

Multi Party Conferencing
Q. How does Multi Party Conferencing work?
A. Multi Party Conferencing allows a Digicel customer to call up to 5 other people so that everyone is connected to listen and participate simultaneously, 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 the Cayman Islands.

Q. How many people can be on a multi party conference call?
A. Up to 6 people, the organizer and 5 others.

Q. Can other people add additional callers to the conference call?
A. Yes other Digicel subscribers can add people to the call.

Q. Will I be charged if other people are added other parties?

Q. If the organizer hangs up, do the other calls remain connected?
A. No, the other calls all end.

Q. How does a customer get Multi-party Conferencing?
A. This feature will be automatically provisioned for all subscribers – prepaid and postpaid

Q. How much does this cost?
A. 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
Q. What is GPRS?
A. 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.

Digicel Live
Q. What is Digicel Live?
A. 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.

Q. What are the advantages of this service?
A. 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

Q. Is this service available on both prepaid and postpaid ?
A. Yes. These services are available to all Digicel subscribers as long as you have a GPRS compatible phone.

Q. Can all Digicel Phones access this service?
A. No. Your handset must be GPRS compatible and you must register for the service. Please click here for a list of Digicel GPRS handsets.

Q. How much will this service cost?
A. As a special introductory offer this service will be free until the end of October 2004.

Q. How do I get the Digicel Live service activated on my phone?
A. 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 model (e.g. Nokia, model 7250)

The process will take approximately 10 minutes; our customer care agent will send you a message which will appear on the screen of your phone (the message will vary based on the type of handset that you have). You will need to save this message as it contains the settings that will allow you to access Digicel Live.

Q. How do I get help to use the Digicel Live services?
A. Dial Digicel Customer Care 100 and our customer care agents will be happy to help you.

Q. What happens if I get a new phone?
A. 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)

Q. I have Digicel Live service on my phone but I am still not able to access the internet, what should I do?
A. First 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
Q. What is Digicel Mobile Web?
A. Digicel Mobile Web is one of Digicel’s new 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

DigiINFO
Q. How much does digiINFO cost?
A. This service is being launched at a CI $0.10, the same rate as SMS.

Q. Do I get charged for multiple messages?
A. 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.

Q. Will I be sent this information every day?
A. No, the information is only sent to you when you request it.

Q. How do I register for the service?
A. 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.

Q. How long does it take to receive the information?
A. You should receive the information in under 1 minute.

Q. What type of information can I receive?
A. The service offers news, sports, jokes, weather, horoscopes, quiz game, information on dentist/doctor and flight information.

Q. What is QUIZ?
A. Quiz is a service which sends you multi choice questions and you simply choose A, B or C and send your response back to 4636. You will be told you are right or wrong and the service will send you a new question.

Q. How often is information updated?
A. It depends on the service. For example, local News is updated once a day.

Call Divert
Q. What is Call Divert and how does it work?
A. Call divert is forwarding your mobile number to another number. When some one calls your number it will be forwarded to and ring on the number to which you have forwarded it. This service is chargeable.

Prepaid Service
Q. What do you mean by Digicel Flex or Prepaid Customer?
A. A Digicel Flex customer pays for the usage of the network before they start to use it, i.e. once you have bought a Digicel Flex pack you will only need to buy and replenish Flex cards to remain on the network. You pay for calls as they are made, as the cost of the call is deducted from the available credit in the card.

Postpaid Service
Q. What do you mean by Digicel Select or Contract customer?
A. 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 Select customers will receive a monthly bill.

Dialling Instructions
Q. What are the dialing instructions between Digicel mobiles and landlines?
A. When dialling from a Digicel Mobile to any landline within Cayman simply dial all seven digits of the number you are trying to reach. When dialling internationally use 011 country code or 1 country code for USA and Canada. '+' can replace the international access code.

Mobile Number Management
Q. Can I choose a telephone number I want e.g. to spell my name etc.?
A. Digicel Select customers may access our Golden number option, with any of our number ranges - 324, 325, 326 and 327. The number you choose may be available if it has not yet been assigned to someone else. Digicel Flex customers will not have access to Golden Number options, as all Prepaid package have pre-assigned numbers.

Q. If I am a Digicel Flex customer can I change my mobile number?
A. No, because all prepaid phones will be sold with a pre-assigned number Digicel Flex customers will not be able to change their number. However, the customer may buy a "Digicel Flex SIM only" pack that has an assigned number. Please note that credits on the old SIM are not transferable and should be used in entirety.

Roaming
Q. Can I use my Digicel phone when I go overseas?
A. Yes you can. With our digiWORLD product you can roam to over 80 countries worldwide. Digicel has roaming agreements with over 180 different roaming partners around the world. In order to be able to roam with Digicel you must pay a roaming deposit and then contact Customer Care to ensure they change your roaming profile. For a complete list of our roaming partners, please go to the Products section of this website.

Q. What kind of handset will I need to have if I am traveling outside Cayman?
A. You will need a triband phone if you are going to USA or Canada. Click here to get more information on Roaming

Q. What is "International Roaming"?
A. International Roaming is the facility to make and receive calls outside of the local Digicel network in Cayman. GSM is widely available across the world and accounts for 80% of the worldwide Digital cellular technology.

Q. How does one "Roam"?
A. Roaming is extremely simple, once Digicel has a roaming agreementwith 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 phone When 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 you roam depends on where you are visiting. If you are visiting Europe, for example, you can use your existing phone. If you are visiting the United States, a tri-band phone will be needed.

Q. How do I get "Roaming" on my phone?
A. To get roaming on your phone, you will be required to pay a roaming deposit of CI$100.

Q. How are "International Roaming" calls charged?
A. 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. 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.

Q. What is digiROAM?
A. DigiROAM is a roaming service available to all Digicel customers when they roam to another 'Digicel island'. If a customer from country A goes to another country (country B) where Digicel operates (such as Jamaica) then instead of paying roaming rates, Country A customers pay Country B rates. For example a Digicel Cayman customer who goes to Jamaica will pay Digicel Jamaica local rates

Q. What is Prepaid Roaming?
A. Prepaid roaming is a premium service offered by Digicel which allows our prepaid customers to make and receive calls, send and receive SMS while outside their home network. Initially this will be just offered within the Digicel islands.

Q. What will I need to be able to access this service?
A. You can access your account in three ways

An active Digicel prepaid account.
A 900, 1800 or 1900MHz compatible handset
Sufficient credit on your prepaid account

Q. How do I activate the service for prepaid service?
A. All Digicel prepaid accounts are pre-activated for roaming. There will be no need to manually activate the service or to call customer care for activation.

Q. Do I need a roaming deposit to access the service?
A. No, prepaid roaming access does not require a roaming deposit.

Q. How much will I be charged for prepaid roaming service?
A. Charges will be deducted from your prepaid account for calls made while roaming. You are also charged to receive calls when roaming.