Digicel has introduced newer LTE and fibre technology in Kingston & St. Andrew to replace the wireless broadband network we have been using.
This is a result of the existing network reaching the end of its useful life and we are unable to get the needed support in order to maintain an acceptable standard of service to our customers.
What this means is that we are unable to get the necessary support that is needed in order to provide an acceptable standard of service to our customers.
Customers who will be affected by this transition will be contacted by a Digicel representative to discuss choosing the right service plan. Our teams will work quickly to help with getting our customers connected to the LTE or fibre service available in their area.
The service upgrade will begin in September, so we are encouraging customers to sign up early to receive an LTE modem or fibre service once available in their area, and stay connected to the internet.
Below is the Wimax Migration FAQ:
Should customers query the options to the soon-to-be retired 4G Broadband service, the options are:
- Digicel Home Entertainment (serviceable areas – Postpaid only)
- LTE Mi-Fi service (Prepaid, Postpaid)
Where will the broadband wireless service no longer be available?
- In all Kingston and St. Andrew, as of September 30, 2018
- Customers now have the option to switch to our fibre Home and Entertainment service or LTE broadband service at speeds over 10 times faster.
What about customers outside of Kingston?
- Customers outside of Kingston are not yet affected, as our replacement of the existing network is being done on a phased basis.
- As soon as we have fully deployed LTE technology to areas outside of Kingston, we will be inviting customers in those areas to convert to the new technology.
Is there any special offer to customers who currently have the service?
- Yes, customers who have active service will receive a special offer. They will be contacted by a Digicel representative who will provide information on all the service options, features and pricing for the LTE or Digicel Home and Entertainment service.
- Plus, with the Home and Entertainment service, wireless broadband customers now get the added benefit of TV service plus internet more than 10 times faster,
Should a customer not receive the offer and is active what should be done?
- Quickly escalate this to your Team lead after taking the customer’s information and passing it on.
If you should receive calls of this nature, you are required to recommend the LTE Mi-Fi or Home & Entertainment (H&E) service to customers. Please use the below as a guideline:
- Agent must first check if the customer uses the broadband service at home or on the go
- If the broadband service is used on the go, offer the LTE Mi-Fi service
- If used at home, check if H&E is available in their area ( under quick links – consumer Wimax outstanding site issues – H&E (Play) locations tab)
- If in coverage, gather the information required (Name, Address, Contact #) and send an email to our Home & Entertainment Telesales team (Josephine Brown, Paul Clarke and Valiesha Bailey) for customers to be contacted.
- If the customer is not in coverage, then they should be introduced to the LTE product (peruse LTE Mi-Fi FAQ for further details)
- Agents should recommend an appropriate plan based on the customer’s usage (Data Counselling)