Digi FAQs

 

 

DigiCell Menu

What can I do with the new DigiCell Menu?

DigiCell PrePaid customers can access all of the following via the new DigiCell Menu:

  • Top-up menu - Top-up their number, Top-up another number, Send Mi Credit, Call Me and Check Mobile Number
  • Account Balance – Check your credit and active service balance
  • Data menu - Check data balances and purchase data plans
  • Text Bundle menu - Check text balance and buy bundles
  • Roaming menu - Turn roaming on/off and check roaming info
  • Promo menu - Purchase Night Shift or any other available promotion
  • General menu - Language selection and Customer Care

Who can use the DigiCell Menu

The DigiCell Menu is for PrePaid customers only. 

What is the difference between *100# and *100?

*100# will access the popup message. *100 will access the automated voice system. 

Will I still be able to access the old short codes to check my balance or make purchases?

No, you will not be able to check your balance or make purchases by using the old short codes. Please use *100# or *100 to make purchases. 

 

Billing

Understanding your DigiCell PostPaid Charges

  • If you sign up to DigiCell PostPaid Service, you will receive a bill every month.
  • The cutoff date for billing is the last day of every month.
  • Bills are sent out the first week of the month and are due 30 days from the date of invoice.
  • You are only billed for the calls you make. Incoming calls are free (unless they are collect calls). Minutes used in excess of those in your plan, are billed at the published peak or off-peak rates.
  • The published overseas toll charges apply to long distance calls made from your mobile phone. Toll charges are not included in your pricing plan.
  • You are not billed for 0-800-FOR-DIGI, Emergency, and National Toll Free calls, or 113 for Directory Assistance.
  • You must settle all outstanding balances by the due date indicated on your bill, to avoid disconnection.
  • If you would like to know your current bill balance contact any of our Customer Service Centers.

Paying Your Bills

DigiCell has made paying your bills very convenient. In addition to being able to settle your account at any of Digi's Customer Services Centers, you can also pay at your local banks located countrywide or online.

Understanding Your Bill

We will send you a monthly bill. Payment is due on or before the date displayed on your bill. Not receiving your telephone bill does not exempt you from being disconnected if bill is unpaid.

  • Not paying your bill on time may result in the interruption of your service.
  • Where full payment to the account is not made, services on the account may be restricted.
  • Service will only be restored when the account is paid in full.
  • A reconnection fee must be paid in order to restore services. Reconnection fee may vary depending on the services you have contracted.


Only authorized cashiers or bailiffs are entitled to demand or accept money in respect of any service rendered in connection with telephone installations, payment of bills, deposits etc. 

Customers will be given an official BTL receipt at the time of payment. Customers who do not receive a receipt are asked to check immediately with the Corporate Sales or Customer Service department. Customers are requested to bring any irregularity in this regard to the attention of the Manager. 

You can pay your bills at the following locations:

  • At any of our Customer Service Centers or Rural Community Agents (See listing of Community Agents in White Pages) or at a local bank.
  • Online with the banks that offer Online Banking Services or via your E-service account.
  • By Mail (checks or money orders only): Belize Telemedia Limited P.O. Box 603 Belize City, Belize.
  • By Direct Debit or Standing Order from your local bank upon request, or through your credit card.

 

 

PLANS

How do I choose the right data plan?

As a DigiCell PostPaid customers you can choose the right data plans based on the amount of data that you will consume (data allowances). Not everything you do online uses the same amount of data, it can be hard to judge how much data you’re going to need.

How can I purchase a DigiCell 4G plan?

We have made it easy for you to purchase a plan using three simple options (1) visit the “My Digi” Web Self Care page at www.mydigicell.bz, or (2) visit a Digi Customer Service Center.

What happens if I fully consume the allotted data allowance on my plan within the validity period?

Activated PostPaid Data Plans will expire either once data allowances are fully consumed or at the end of your bill cycle.  If data is consumed before your cycle refreshes you can purchase a data add-on via www.mydigicell.bz or visit a Digi Customer Service Center.

How will I know when I have reached my data allowance?

Notifications will be sent via SMS indicating data consumed at 80% and 100%. 

Can I use my data allowance between several devices?

Yes, data allowances can be shared across devices, for example, a handset, tablet and laptop.  In order to do this, you can simply place your SIM in the device that you are using. To use on your laptop, you will need to purchase a dongle.

Will a deposit be required for this service?

Contact a Digi Customer Service Center to get details on deposits and requirements when signing up for a DigiCell 4G broadband plan.

Will I be able to access 4G data services when I roam?

Yes, if you are visiting any of the international countries where DigiCell has a roaming agreement and where the operator has a 4G HSPA+ enabled network, then yes you will have access to 4G data services when you roam.

You will also have access to 2G and 3G while roaming in those markets with 2G/3G technology. As always, you should check that your mobile device supports the mobile frequencies that are used by the mobile operator in the country where you are roaming. Read more about PostPaid Data Roaming

 

 

DigiCell 4G LTE Network

What is LTE?

Long Term Evolution (LTE) is a new mobile technology that offers 5x faster internet speeds than the current 4G networks. 

What is LTE Advanced?

LTE Advanced is the latest in mobile technology that offers 3x faster internet speeds than LTE. Belize is the only country in the region to have an LTE Advanced network.

What can I do with 4GLTE?

LTE effectively removes buffering when browsing or streaming, therefore LTE will allow you to view and access all your favorite apps and content like Netflix, WhatsApp, YouTube, and Skype much faster.

 

Benefits:

 Faster data speeds

  • Video streaming without buffering
  • Download photos, apps and music faster
  • Post photos and updates to social networks faster 
  • Attach and view large email files faster 

How can I get DigiCell 4GLTE?

Once you have an LTE capable device, a uSIM and a data plan you are able to access DigiCell 4GLTE service

With DigiCell’s 4G LTE service, when in a 4G LTE coverage area and with a compatible device, DigiCell customers will:

  • Enjoy faster speeds and access to even more applications
  • Browse the web at amazing speeds
  • Send emails easily with huge attachments
  • Video chat with no dependency on Wi-Fi
  • Watch TV on their mobile phone
  • Watch movies or videos at blazing fast speeds on the go
  • Upload photos and videos to YouTube, Twitter, and Facebook
  • Listen to live music without buffering or download music in the blink of an eye
  • Play online multiplayer games while traveling or sitting outside…and more!

DigiCell’s 4G LTE service provides the ability to transfer voice data and non-voice data (music downloads, emails and instant messaging) simultaneously over the same network.

What are the speeds that will be available?

The actual download/upload speeds experienced by Digi customers will depend on: 

  • Device specifications (device requirements, compatible speeds)
  • Number of users simultaneously connected to the network via a particular cell site.
  • Proximity to cell site (meaning where you land within the coverage area) and movement
  • URL (web page) being accessed

When in an HSPA+ (4G) coverage area with a suitable HSPA+ (HSDPA 850Mhz) compatible device, DigiCell’s initial rollout of 4G will allow for an average, shared "loaded" download speed and upload speed of at least 10 times faster than current speeds. 

What network frequency does DigiCell use to operate?

DigiCell’s 4G Network operates on HSPA+ 21 Mbps and works specifically on the 850MHz frequency. Therefore, under general specifications your handset must have GSM 850/1900 Mhz frequencies to access DigiCell voice and GPRS/Edge networks and HSDPA 850 Mhz frequency to access the HSPA+ network.

Will I need to buy a different plan if I have a 2G or 4G device?

No, with DigiCell Data is Data. We now have a single set of data plans that works on 2G, 4G and 4GLTE devices. 

Is 4G for DSL or just for DigiCell service?

4G is a mobile broadband technology providing an enhanced version of high-speed wireless networks; therefore, DigiCell 4G service is only accessible to DigiCell customers who sign up for a DigiCell 4G broadband plan that is being offered by Digi.

What APN setting should be used?

To browse the Internet, ensure that your APN setting on your device is configured with internet APN: data.

 

Devices

Do I need a 4G capable device to access DigiCell’s 4G speeds?

Yes, to access new 4G speeds you will need a 3G or 4G enabled device and a DigiCell 4G broadband plan, you must be within a DigiCell 4G coverage area to experience 4G speeds.

What specifications does my mobile device need to have?

General specifications for GSM Cellular phones, Tablets, Dongles & MiFi’s are:

  • GSM 850/1900Mhz (frequencies for DigiCell voice and Edge)
  • HSDPA 850Mhz (frequency for DigiCell 4G service) Phone must have 850 frequency 

Data specifications are: 

  • GPRS
  • Edge
  • Speeds HSDPA 7.2 Mbps, 14.4 Mbps, 21 Mbps or higher (refers to download speeds)

 Customers with GSM LTE handsets will also be able to access Digi’s 4G service.

What device will perform best on this network? Android, or the iPhone?

All of these devices will perform extremely well. The mobile performance, which is the speed at which the mobile device connects to the internet, is independent of the device’s Operating System (Android, Window Mobile, Symbian OS).

 

As manufacturers continue to innovate to meet their customers’ needs, they will continue to release new devices that will not only perform faster but they may feature difference operating systems.

What will be displayed on my device indicating that I have 4G service?

On the top of the screen, the signal bar icon will display if you have data connectivity.  Based on your device make and/or model, on the top of the screen, your device will display ‘4G’, ‘3G’, ‘HSPA’ or ‘HSDPA’, or in some instances, it may simply show a ‘H+’, ‘H’, or an ‘3’.  ‘E’ will also be displayed when accessing Edge speeds.

Do I need to change my Phone Settings to use 4G?

Yes, you need to ensure your phone settings are correct. This can be done by following these generic steps (specifics will vary according to device): 

  • In your Mobile Network Options, set the Network Mode to ‘Dual mode’, ‘3G & 2G’ or ‘GSM & WCDMA’ (depending on your handset) and NOT ‘2G only’ or ‘3G only’.
  • Manually scan for available networks and select DigiCell 3G or DigiCell 4G option
  • Restart phone. ‘4G’, ‘H+’, green ‘H’ or grey ‘H’, or an ‘3G’ icon displays on screen when successful

Will I need a new SIM?

No, the DigiCell SIM that you currently have can be used with DigiCell 4G service. 

What is a MiFi Modem?

MiFi stands for 'My Wi-Fi' which is simply a portable pocket-size device that allows you to share DigiCell’s high speed 4G service on the go with up to 5 Wi-Fi enabled devices all at the same time. In order to share internet access you must have a DigiCell 4G broadband plan.

What about mobile devices that are not 3G or 4G? Will I still be able to use my simple and basic phone that I have now?

Yes. The phone that you have today will function. If the device has general GSM 850/1900 specifications, you will continue to enjoy GPRS/Edge speeds.  But while you don't have to change your phone, we do encourage you to use our 4G service and begin to experience high speed mobile internet access on our new 4G network.

 

 

Internet Service 

What kind of Internet service does Digi offer?

Digi offers internet services using various technology mediums such as, High Speed Internet over Asymmetrical Digital Subscriber Line (ADSL) or locally known as (DSL), Wireless High Speed Service (WHS) and a recently installed Gigabit Passive Optical Network (GPON) Fiber.

What is a Digital Subscriber Line (DSL)?

DSL is a high speed bandwidth connection that is offered via an existing telephone network. Customers who have both Internet and telephone can use these services simultaneously as the frequencies are different and it does not affect the quality of the other.

What is Wireless High Speed Service (WHS)?

Wireless High Speed internet is transported via a wireless broadband router that is connected at your home. Digi offers this type of solution in areas that are not able to get DSL or Fiber.     

What is Fiber?

Fiber, short for ‘Optical Fiber’ or ‘Fiber Optics’, is the medium made from glass through which Digi offers its Super-fast broadband service with speeds of up to 130Mbps.

What is a modem?

A modem, is a network hardware device that allows a computer or any smart device to send and receive data over a stable DSL or Fiber connection.

What are some tips to get the best Wi-Fi coverage?

Keep the Modem away from objects that affect Wi-Fi signal such as:

      i.   Metal objects

      ii.   Load bearing walls

     iii.   Electronic object (Microwaves, cordless phones, Bluetooth equipment, etc.)

 

Adjust antenna’s to extend Wi-Fi signal coverage.

Modem must be affixed to the wall – at about 4 feet off the ground – and within 5 feet of a wall outlet.

Always best practice to get a UPS/power strip in case of power-outage.

How can I change my Wi-Fi password?

You can call our 24/7 Call Center at 119 or visit the nearest Digi Customer Service office to request a change of Wi-Fi password.

What should I do if my internet service does not connect?

 Troubleshooting tips that you can do: 

  1. For DSL customers with a telephone line check the line for dial tone
  2. Make sure bill is up to date to verify your service is not suspended
  3. Power Cycle your modem – To do this, you will unplug your modem and power it up again. The power light should go green and the internet light will flash until solid green.
  4. If you have confirmed steps a-c and it still does not work, give us a call at 119 to report a fault.

How can I check my internet speed?

You can conduct a speed test using a wireline connection from the Modem to your device to get an accurate speed. If you are not satisfied, kindly give us a call at 119 so we can assist you further.  Please note that performance is only validated using Belize Telemedia Speedtest Servers only.

 

Visit www.beta.speedtest.net to do a quick speed test.

How do I pay my bill?

Customers will receive two invoices:

  • First bill will include DigiTel & DigiNet charges
  • Second bill for Mobile service charges

 

During this time, customers are asked to kindly visit a Digi Customer Service Center to pay their bill. Online bill payment will be temporarily unavailable.

 

All customers who don’t have a Fiber service as yet, such as DigiTel or DigiNet, will continue to receive one bill and continue to pay their bill the same way.

 

Value Added Services

What are DigiCell Value Added Services?

DigiCell Value Added Services include: Caller ID, Call Forwarding, Call Waiting, Call Hold, Multi-Party Calling, Voice Mail, Short Message Service (SMS), International Roaming and DigiCell Data. Some of these services are included in the rate plan packages, others are easy to operate, activate and deactivate and are competitively priced. They are designed to increase productivity and provide unprecedented levels of convenience.

How can I subscribe to the ones that are not complimentary?

Simply dial 0-800-FOR-DIGI or visit your nearest Customer Services Center or a DigiCell authorized dealer.

Will DigiCell Value Added Services work abroad?

Most call forwarding options in other countries work like DigiCell's. Any call barring options set using your mobile phone keypad may be used abroad if the local network offers the same options. SMS is available on most networks.

What is Call Forwarding service, how is it activated?

Call forwarding is the ability to forward all your calls received on your GSM phone to another number (Telephone, Analogue or GSM). It is set up using you phone menu.

What is Caller ID service?

Caller ID enables you to see the name or phone number of the person who calls. The caller can restrict this service by subscribing to Calling Line Identification Restriction Service (CLIR).

How can I activate Calling Line Identification Restriction?

Dial 0-800-FOR-DIGI or visit your nearest Customer Services Center to activate this service. The service provides a permanent block or blocking of your name and number when calling someone.

 

 

Customer Support Services

How do I contact Customer Service?

If you have any questions or concerns about our products or services, feel free to contact our customer support team at the numbers listed below.

 

Customer Support – Available 24hrs

Dial: 119

International Callers: (501) 227-7085

Directory Listing Assistance:  Dial 113

Operator Assistance: Dial 115

Email: btlhelp@livedigi.com

 

More Ways to Reach Us - Between 7am to 10pm

 Message our Facebook Page

 Message our Instagram Page

 WhatsApp Us at 608-8888

 Send us a FREE Text – Dial 608-8888

Will I be billed for calling 0-800-FOR-DIGI, Customer Support number?

While roaming internationally, you will be billed roaming charges for calling an 800 number. In Belize this is a free call.

How do I call DigiCell's Customer Support while I roam?

You may call 0-800-FOR-DIGI or telephone number +501-227-7085. For ease of use, these numbers will be found on the service dialing option on your Cellular phone. Calls will be charged at local visited country international roaming rates to Belize.