International Call Plan - Digicel Jamaica

2. How does the International Call Plan works? Once Digicel customers have activated the service, they will begin to access bundledminutes and then a discounted rate to call the USA, Canada, China, and India (Landlinesand Mobiles), UK and Spain landlines only. Note: The International Call Plan does not include toll free numbers.Destination Mobile Landline Toll Free NumbersCanada China India Spain United Kingdom United States For prepaid customers, each plan is valid for thirty (30) days after activation. For postpaid customers, each plan is valid per calendar month. If the call being made is to a number outside the approved international numbers, thenregular rates will apply ($17.75 per minute)Note: Calls to Cuba are rated at $90 per minute3. What is the subscription fee for the International Call Plan?

No. Customers can activate only one of the two plans at any given time.If a customer wishes to change from the International Call Plan 1250 to the InternationalCall Plan 1000 and vice versa they will be required to wait until the receive the renewalmessage and then dial *134*2*1000# to change from the Plan 1000 to the Plan 1250 or*134*2*1250# to change from the Plan 1250 to the Plan 1000.In the case of a prepaid customer, the plan will be changed upon renewal after the current30 days period has expired.In the case of a postpaid customer, the plan will be changed on the first day of the followingmonth.6. Can a customer change the plan they are on before the current one expires?If a customer wishes to change from the International Call Plan 1250 to the InternationalCall Plan 1000 and vice versa they may do so upon receiving the renewal notificationmessages.The customer should dial *134*2*#. This code should be dialedwithin the 4 days (in the case of a postpaid customer) or 2 days (in the case of a prepaidcustomer) renewal window period.The customer will be placed on the new plan when the existing plan expires.7. Who can activate the International Call Plan?All Digicel customers are eligible to activate an International Call Plan.8. Are corporate customers eligible for the service?Yes. All Digicel customers including Corporate (Corporate CUG, Pan Caribbean, Star CUG,and Push to Talk etc.) are eligible for the service.Note: Special Corporate are not eligible to activate an International Call Plan.

Postpaid customers (on Select Plans) who activate the International Call Plan 1250 areallowed to make up to 1250 minutes of calls. Postpaid customers (on Select Plans) who activate the International Call Plan 1000 areallowed to make up to 1000 minutes of calls. Postpaid customers (on Value & Smart Plans) who activate the International Call Plan 1250are allowed to make up to 900 minutes of calls. Postpaid customers (on Value & Smart Plans) who activate the International Call Plan 1000are allowed to make up to 700 minutes of calls. Note: as of October 1, 2009 customers now have the option of purchasing additionalminutes before or after the minutes have been exhausted.17. Will unused minutes associated with International Call Plan roll-over to the followingmonth if the plan is renewed before the expiry date? Yes. As of October 1, 2009 Digicel customers are allowed to roll-over unused internationalminutes once the plan is renewed before the expiry date.For example, John, a prepaid customer, activated an International Call Plan 1000 thatexpires on July 29, 2012. On July 28, 2012 John dials the code *134*1*1000# to renew theplan. If on July 30, 2012 when the next 30 days period begins John has 50 unused minutes,then 50 minutes will be added to the 700 bundled minutes. Therefore, John will have 750minutes for international calls within the International Call Plan over the next 30 days.Note: Prepaid customer must renew the plan within the two days renewal period and becharged successfully at the time of plan renewal in order for the minutes to roll over to thenext 30 days service period.18. Will the unused minutes rollover for postpaid customers? Yes. Postpaid customers will have their unused minutes rolled-over the first of each monthonce the plan is not cancelled.

19. Will the unused minutes for the International Call Plan rollover if the customerchanges the plan? No. Minutes will only roll over if the plan is renewed and the plan type is not changed.20. Will unused bundle minutes associated with the Digicel International Call Plan beavailable for use is the plan is not renewed and has expired? No. The International Call Plan is valid for 30 days (in the case of a prepaid customer) or acalendar month (in the case of a postpaid customer) and as such all benefits, includingbundled minutes, associated with the plan expires when the plan ends.Prepaid customers must renew the plan before the current expiry date in order to haveunused minutes available for use the next 30 days period.For postpaid customers’ unused minutes will not be available the next month if the code*134*6*# is dialed to cancel the automatic renewal.21. Is there a limit on the number of minutes that can be rolled over each month? Yes. The maximum number of minutes that can be rolled over is equivalent to the numberof minutes in the plan the customer is on.Therefore, a customer on an International Call Plan 1250 is allowed to rollover a maximumof 900 minutes each time the plan is renewed. And a customer on an International Call Plan1000 is allowed to rollover a maximum of 700 minutes each time the plan is renewed.22. What minutes will be used first when the plan is renewed with roll-over minutes? Customers will access the roll-over minutes after the current period’s allotment have beenused up.Therefore, if John, a postpaid customer who is on an International Call Plan 1000, has rolledover50 minutes from last month (September) he will access the 50 minutes after he hasused up the 700 minutes for the current month (October). Note: Minutes can only be rolled over for 1 month. Hence, if John only uses 600 of the 700minutes he received in October, when the plan is renewed in November he will only rollover100 minutes. The 50 unused minutes from September will not be rolled over again.

23. What happens after a customer uses all the minutes in the International Call Planbefore the plan ends? Customers who use all the allotted minutes on an International Call Plan before the 30 daysperiod ends as well as postpaid customers who uses all the minutes before the end of thecalendar month has two options available for continued benefit of the service:i. Purchase additional minutesii. Continue to make call within the plan at a reduced rate of $8 plus STC tax of$0.40 per minute, a total of $8.40 per minute.Note: Unused additional minutes purchased by a postpaid customer will not rollover.Postpaid customers are only able to rollover unused minutes received from the first set ofbundles received each month.24. Will a customer be allowed to transfer unused minutes to another customer on aDigicel International Call Plan? No. The international minutes received on an International Call Plan are not transferable.25. How does a customer purchase additional minutes within an International Call Plan?A customer on an International Call Plan may purchase additional minutes by dialing*134*5*#.The customer is limited to purchasing minutes that are equivalent to the current plan. Forexample, if a customer is on the International 1250 Plan he/she can only purchase 900minutes at a time.Customers are unable to purchase additional minutes once they have received thenotification that the plan will soon expire (in the case of prepaid) or renewed (in the caseof postpaid).

26. What is the cost to purchase additional minutes within an International Call Plan? Prepaid customers on an International Call Plan 1000 who purchase an additional 700minutes will be charged $1000 each time additional bundles are purchased. Similarly,customers on an International Call Plan 1250 who purchase as additional 900 minutes willbe charged $1250. Note: The cost for the additional minutes purchased and the number of minutes receivedwill be prorated for postpaid customers.27. Will the customer get an additional thirty (30) after purchasing additional minutes? Yes. Effective November 15, 2009, prepaid customers will have their plan end datesextended by thirty days when they purchase additional minutes.i. For example, John is on a plan that expires on November 30, 2009. If Johnpurchases additional minutes on November 16, then his plan will be extendedby 30 days. Therefore, John’s new plan end date will be December 16, 2009.Note: Postpaid customers will continue to have their plans end on the last day in themonth. Additional minutes purchased will be prorated. Therefore, they will not receive anextra 30 days on their plan whenever they purchase additional minutes.28. Is the customer allowed to purchase more or less minutes than the plan that he/she iscurrently on? No. Customers are required to purchase minutes based on the plan that they are currentlyon.For example, a customer who is on an International Call Plan 1250 is only allowed topurchase 900 minutes. Similarly, a customer who is on an International Call Plan 1000 isallowed to purchase 700 minutes.

29. Is the customer required to wait until all the minutes are used before being able topurchase additional minutes? No. Customers are not required to wait until their minutes are finished in order topurchase additional minutes.Customers are allowed to purchase additional minutes even if they have minutes availableon the plan.Note: Customers are not able to purchase additional minutes once they have received thenotification that the plan will soon expire (in the case of prepaid) or will be renewed (inthe case of postpaid).30. Is there a limit on the number of times a customer may purchase additional minutes? Yes. Postpaid customers are allowed to make one purchase of additional minutes eachmonth. Similarly, prepaid customers are allowed to make one purchase of additionalminutes within each 30 days period.Note: The limit on bundle purchase has not been implemented for prepaid customers.Therefore, it is possible for a prepaid customer to make more than one additional bundlepurchase each month. (This detail is internal and should not be communicated tocustomers)31. Can a postpaid customer purchase additional minutes after receiving the messagethat the plan will be renewed? No. Customers will not be allowed to purchase additional minutes once they have receivedthe message that the plan will be renewed. Once the renewal message has been sent thecustomer will only be allowed to cancel renewal or change the plan.32. How does a customer query the service expiry date and remaining minutes on theDigicel International Call Plan? The option to query remaining minutes is only available for prepaid customers.

Effective July 19, 2012, prepaid customers are required to dial *134*# inorder to query the remaining the expiry date and time and *130*7# to query the remainingminutes on the Digicel International Call Plan. A postpaid customer on an International Call plan is required to send*134*# in order to query the expiry date. The customer will receive thefollowing SMS:“Your Digicel International Call plan will expire on ^EXPIRE_DATE^. Thank you forchoosing Digicel.” Postpaid customers on an International Call Plan are required to call Customer Care (Dial100 from Digicel phone) with verifications to query the remaining minutes on the plan.33. How does a postpaid customer renew an International Call Plan? Plan renewal is automatic for postpaid customers.The plan is automatically renewed the first day of each month.34. How does a postpaid customer cancel the automatic renewal of a plan? Each month renewal notifications are sent before the plan is renewed. Postpaid customerswill receive the following message 4 days and 1 day before the last day of each month:“Your International Call Plan will be renewed on ^EXPIRE_DATE^ for an additionalmonth. To cancel renewal, dial *134*6*#. To change plan dial*134*2*#. Thanks for choosing Digicel.”To customer is required to dial before 11:59:59pm on the last day of the month in order tocancel the renewal of the plan. The customer will then receive the following messageconfirming that the plan has been cancelled:“Your International Call plan renewal has been cancelled. You may activate a newplan after ^EXPIRE_DATE^ by dialing *134#. Thanks for choosing Digicel.”

35. Once the International Call Plan has been activated can a customer deactivate it in themiddle or any other point before the end date of the plan? No. The International Call plan is valid for 30-days in the case of prepaid and one calendarmonth in the case of postpaid; all benefits will expire at that time.At the end of each month post-paid customers who are on an International Call Plan willhave an option to not renew the service. If a postpaid customer wishes to discontinue theplan he/she is required to take advantage of the 4-days opt-out window. Plan may not bedeactivated before the end of the calendar month.36. Does a postpaid customer on an International Call Plan still receive the primary andsecondary bundled minutes associated with the original DigiSelect contract? Yes. Postpaid customer who activates an International Call Plan will still receive any bundlesassociated with the primary DigiSelect contract with Digicel.The International Call Plan will be set up as a secondary contract valid until the end of theplan; after which the service will automatically revert to the primary contract offering.37. What is the charge for making calls to countries outside of an International Call Plandestination? If a call is made to any other number outside of the selected destinations then the regularcall charges will be applied i.e. $17.75.Note: Calls to Cuba attract a rate of $90 per minute38. Do customers receive any SMS bundles with the International Call Plan? No. International Call plan does not include any SMS bundles.Customers will be charged at the regular rate for sending SMS and to access all other Digicelservices (e.g. GPRS, Data and Roaming services.).

39. Does a customer still receive a discount on calling countries included in theInternational Call Plan when roaming? No. The benefits associated with the International Call Plan are ONLY available within thehome network. Therefore if a customer who is on the International Call Plan is roaming,roaming charges will be applied to the account.40. Can a prepaid customer activate an International Call Plan if the account is in adeactive state? No. If the account is in a deactive state the customer cannot activate an International CallPlan, the account must be in an active state.41. Can a prepaid customer activate an International Call Plan if the account is barred? No. If the account is barred the customer will not be able to activate an International CallPlan and will receive the following SMS:“Your account is temporarily blocked. The service fee cannot be charged at thismoment. Please contact customer care.”42. Can a prepaid customer still make calls to countries included in the International CallPlan if the account is in a deactive state (no airtime)? No. If the account is in a deactive state the customer will not be able to make calls to thecountries that are included in the list of destinations for the International Call Plan; theaccount must be in an active state.43. Can a prepaid customer still make calls to countries included in the International CallPlan if the account is in an inactive state (airtime, but no credit)? Yes. If the account is in an inactive state the customer can make calls to countries that areincluded in the list of destinations for the International Call plan; given that the customerhas bundled minutes remaining.

44. Can a postpaid customer activate the International Call Plan if the account is in awarned/dunned state? No. If the account is in a warned/ dunned state the customer cannot activate theInternational Call Plan, the account must be in an active state.45. Can a postpaid customer still make calls to countries included in the InternationalCall Plan if the account is in a warned state (one overdue bill)? No. A customer whose account is in a warned state is barred from making calls, this includesfrom the International Call Plan.46. Can a postpaid customer still make calls to countries included in the InternationalCall Plan if the account is in a dunned state (two overdue bills)? No. If the account is in a dunned state the customer will be unable to make calls includingcalls from the International Call plan as the account is two-way barred, and cannot make orreceive calls.