Digicel 4G Mobile Service

DIGICEL 4G MOBILE SERVICE

Frequently Asked Questions

What is 4G?

·         4G refers to the 4th Generation of mobile technology. It succeeds the 2G and 3G families of standards, and includes a range of technologies. It primarily offers customers a much faster mobile internet experience.

What 4G technologies are available and what is the difference between them?

WiMax (802.16.e) WiMax (Worldwide Interoperability for Microwave Access) is a telecommunications protocol that provides fixed and mobile Internet access. The current WiMAX revision provides up to 20 Mbit/s. It is classed as a 4G technology by the ITU and is the chosen 4G platform of Sprint and Clearwire in the USA. It was developed as an alternative to ADSL and is recommended for residential connections.

Evolved High Speed Packet Access (HSPA+) is a wireless broadband technology which theoretically can provide data rates up to 84 Mbit/s in the downlink and 22 Mbit/s in the uplink with multiple input and multiple output (MIMO) technologies.    T mobile in USA has chosen HSPA+ for its 4G Network. Its main advantage is that it is a 3G evolution technology and therefore all 3G phones will work with HSPA+.

Long Term Evolution (LTE) is a new radio platform technology that is part of the GSM evolutionary path beyond 3G technology.  LTE is designed to support voice in the packet domain and has been as 4G. LTE is not yet widely used but Verizon in the USA has chosen LTE as the technology platform for it’s 4G network.

What 4G technologies are available in Cayman?

·         Digicel operates a WiMax 802.16e network in Cayman branded Digicel 4G Home or Digicel 4G Broadband since December 2010. This network extends from WestBay through Bodden Town with additional sites in Breakers, Frank Sound, Old Man Bay and East End. Digicel primarily uses this network for residential connections but also offers mobile internet using USB keys and MiFi devices.

·         In September 2011 Digicel added an HSPA+ network branded Digicel 4G Mobile. 

What are the benefits of 4G networks?

4G is the name given to the fastest mobile data technology presently available in Cayman. It allows one to wirelessly connect to the internet, email and other web based applications from your smart phone or via a Digicel wireless modem.

4G provides you with network speeds comparable to most home broadband options.

4G benefits include:

What are the benefits of using Digicel 4G?

·         Digicel customers currently benefit from mobile broadband and 4G download speeds.

·         Digicel has invested over US$85 million in rolling out HSPA+ and WiMAX services in Cayman and across the region, creating the strongest and most resilient 4G networks.

·         There is no need for line rentals, installation fees or contracts with Digicel 4G service.

·         Digicel 4G Home offers mobility, speed, unlimited data plans and flexible payment options to provide the best value in the Cayman Islands.

·         Digicel 4G Mobile offers mobility, speed, tailored plans for 3G and HSPA+ handset and tablets options to provide the best value in the Cayman Islands.

Why does Digicel have two 4G networks?

·         Digicel believes in offering its customs the best value, the best quality, the best service and the best in technology.

·         Digicel believe WiMax 802.16e is the best technology if one wants a fast internet connection either at home or on the go. It offers a range of devices which perform well indoors and the benefit of unlimited data packages.

·         Digicel HSPA+ is the network for customers who want mobile internet on a phone or tablet computer. As HSPA+ is a 3G evolution technology, it is backwards compatible with 3G and therefore allows customers with existing 36 or HSPA or HSPA+ devices to attach to the network.

·         Digicel has mobile networks that support GSM, GPRS, EDGE, HSPA, and HSPA+, and also a WiMax 802.16d for 4G data only connections and a CDMA network for tourists.

What are 4G Mobile Data Speeds?

·         The actual download/upload speeds experienced will depend on many factors including the user location, the technology available in the user’s area, the user’s mobile device’s capabilities, and the number of other users simultaneously accessing the network in the sector. Theoretically download speeds could be as high as 21Mbps but actual customer experienced speeds depend greatly on the handset used but are expected to be between 3Mbps and 6Mbps for tablets and HSPA+ handsets.

What can you do with 4G Mobile?

·         4G Mobile will deliver a better mobile internet experience, allowing customers to access web sites such as YouTube, Twitter, Facebook at faster speeds using a Smartphone device or, with a tablet or a computer. This will allow customers to download large files such as a film or video clip downloads, or to play online games through the Internet.

·         Customers:

o   Will enjoy enhanced data speeds

o   Watch streaming  video without buffering,

o   Browse the web in an instant,

o   Send email, easily, with large attachments,

o   Post photos and updates to social networks,

o   Download photos, apps and music.

What devices can I use with for Digicel 4G mobile service?

·         Any 3G, HSPA, HSDPA and HSPA+ enabled smart phones, laptops and computers to allow you to enjoy the fastest download upload and browsing speeds available over any mobile data network.

Who can activate the 4G?

·         All Digicel prepaid and postpaid customers with a 3G, HSPA and HSPA+ enabled handset have access to this service.

Is 4G available for Voice Calls also?

·         Although the HSPA+ plus is a data centric network, a customer will retain all existing voice and and SMS functionality. In most cases when a subscriber received a voice call while attached to the 4G network, the phone will automatically move to the 2G network for the duration on the call before returning to the 4G network. For some models of older 3G handsets the reverting to the 4Gnetwork may take up to 15 secs. 

·          4G is a Data enabled service, which will allow for faster use in the transfer of data files etc and will not impact your voice service or quality in any way.

·         While the subscriber is receiving data, the subscriber can continue to receive and make calls.

With Digicel 4G Mobile network what happens if I move in and out of 4G coverage area?

·         Not to worry, we still have a fully functioning 2G network running parallel to our 4G Mobile network. Your device will automatically connect to the available GPRS/EDGE network until the 4G network is available. The switch between networks is seamless.

Where can I sign up for 4G?

·         Our New Customers can Visit our website at www.digicelcayman.com  for our store locations where you will be able to sign up for our services and plans.

·         Existing Customers can dial 100 (Customer Care) to change their Data service plan or visit one of our stores for assistance.

·         Customer will be able to access the online Data Calculator, which will help determine how much data you will use monthly.

·         New customers: May also check their data needs using the data calculator, but must come into any one of our Digicel stores, to sign up for postpaid plans.

·         Prepaid plans (non Blackberry) can be selected by using the USSD string *138# and following the instructions. Prepaid Blackberry data plans can be selected by using the USSD string *136# and following the instructions.

·         Any customer, new or existing, wishing to sign up for 4G mobile broadband must visit one of the Digicel stores to purchase a modem and to sign up for a mobile broadband data plan.

What will 4G cost?

·         Please go to www.digicelcayman.com,visit a Digicel store or call customer care for the latest prices.

How is this service different from Digicel 4G Broadband?

·         Digicel 4G Broadband is primarily an at home internet solution.  Digicel offers 4G Broadband over an 802.16e WiMax network. Customers will need one of the range of Digicel Home modems to connect. The Digicel 4G Home network offers mobility solutions through a USB modem and the MiFi device. Digicel 4G Home plans are unlimited.

Do I need a 4G SIM card?

·         Once Digicel switches on the HSPA+ network, customers with an existing data plan will automatically be able to access the 4G network (Subscribers need to check that their phone settings that 2G & 3G network option is selected).  Existing SIM cards will work perfectly fine with our 4G network.  Speeds experienced will depend on the handset so customer with existing 3G handsets will only be able to avail of 3G speeds. For existing postpaid data, existing customers rates and plans will be continued through September. Digicel customer care will then call out customers and offer them recommendation on the 4G plan most suited for them. Alternatively customers will be allowed keep their existing plan but may experience some 4G restrictions.

·         New customers: All new customers will be issued a Digicel 4G SIM card.

Do I need a landline to use mobile broadband?

·         Digicel offers two 4G networks for internet access. For home connections, Digicel recommends the Digicel Home network as modems have larger internal antennas and unlimited data plans are available. A landline is not required.

What’s the difference between 3G & 4G Mobile?

·         4G Mobile (HSPA+) is an enhanced  3G network and up to December 2010 was referred to as  3G+. In December 2010 the International Telecommunication Union (ITU) decided to designate the technology as 4G. It offers enhanced data upload and download speeds in comparison to 3G but works with all 3G devices (at 3G speeds).

·         Customers with a 3G device when connected to the network will now see 3G on the phone instead of GSM or EDGE. For customers with a 4G or HSPA+ device you will now see an ‘H’ or an ‘H+’ when connected.

When choosing a phone, what frequencies will work on this network?

·         Our 4G network will work well with any 3G+ handset which supports 2100 MHz.

·         2G devices will still be able to access our network but will not avail of our 4G speeds and only at the 2G mobile data speeds.

Will I be able to access 4G services while I roam?

·         Yes you can data roam once roaming is enabled on your plan and your are in a country with 2G, 2.5G, 3G or 4G HSPA+ networks.  The speed of the data roaming experience will depend on the host network.

·         Please note data roaming rates can be high depending on the network and data charges can rack up very quickly. Customers who do not want to risk these costs should disable data roaming before travelling. Digicel’s credit limits should kick in to prevent Bill Shock.

How will I be charged while roaming?

·         The 3G/GPRS rates charged while roaming depend on the host network selected. Please refer to the data roaming charges on www.digicelcayman.com. While roaming customers will be billed per Mb.

How does the customer check their usage?

·         For postpaid subscribers data usage can be verified by typing *120#.

What is the address for accessing information on 4G?

Visit www.digicelcayman.com .

Is there an address for fault reporting on 4G?

·         Our 4G reports line is cayman.4G@digicelgroup.com this mailbox will identify the issues and respond accordingly.

Can a customer use the data SIM in any device example: activate it on an android phone and use it in a blackberry?

·         Data plans on Blackberry devices are set up on the Blackberry system and therefore may not work with non Blackberry devices.  Therefore it is not recommended to swap sims between Blackberrys and other manufacturers handsets. Although data will work if a sim is swapped between different Blackberry phones email accounts are not set up on the sim and therefore will not transfer to the new handset.  Customers should contract Digicel customer care to provision data on the new handset.