DigiNET FAQs

What is “DigiNet”?

Diginet is the new postpaid Internet service offered by Digicel.
What is the cost for new installation?

Installation cost is T$300 + CT, total T$345.00.

What packages will diginet offer?

Diginet has great value packages available for all internet users. For home users, we have the following packages…

Home Packages	Speed		Price
	Download	Upload	Ex-CT	Inc-CT
Value	128K	64k	$99	$114
Express	256K	128k	$169	$194
Max	512K	128k	$599	$689

We also have great business packages, starting with Digi-biz, which is a 256k Upload and 256k download package for T$799 + CT per month (T$919) and for more robust packages, our Internet team can contact you to discuss your requirements and provide you with a fully tailored solution.

Can you do a part payment for installation?

Ordinarily, no, we do not accept part payment for installations however, from time to time, we may provide special promotional offers and part payment of installation may be part of such an offer
How much do I need to pay to get my connection installed?

You will need to make full payment of the installation cost before your connection is installed and ready for use. This may change during promotional periods.
If you have a problem with your internet, do you have 24/7 service?

If there is a problem with your internet connection, you will need to call in to our Customer Care team on 123 from your Digicel phone, or 8761000 from a landline. Our customer care team will walk you through some simple checks that may resolve your problem immediately, but if this is not the case, then we will have our technical make a service call to you within 24 hours (during work hours). This call out service is free of charge. If however, you need urgent assistance outside of working hours, we can also provide a service call anytime (day or night), but this will incur a service charge of T$65.

If you are a business customer (Digi512 or DigiBiz), we offer 24/7 service free of charge and we will endeavour to ensure the service team arrives within two hours of your call.
How much for reconnection fee?

If your service has been disconnected for late payment, we will re-activate your account without charge, as long as we receive full payment during that current billing cycle. If your account remains unpaid for longer than one billing cycle, then there is a re-connection fee of T$199.
How much does it cost if you do an upgrade?

An upgrade to a higher package can be made at anytime without cost. The upgrade will be applied at the beginning of the next billing cycle and the 12 month contract will commence again from month 1.
Do you apply discount when internet not stabilized?

Yes. However, a discount will only be applied if you have called our Customer Care line to report a fault. A discount will not be applied if used for an excuse for non-payment of a bill. Discounts will be applied for service faults in excess of 24 hours with a maximum liability from Diginet of 5 days maximum discount for any one billing cycle.
If you don’t want to use the internet for more than one month, and on the second month or so you decide to use the service again, any fee charges for the internet recon?

There is no voluntary-disconnect service available. The package you have subscribed to is under a twelve month contract and you will be billed for each month regardless of activity.
When you have technical problem with the internet, do you charge extra fee if the service guys come and fix your internet?

See Q/A 6.
Is there a way that you can block a website from under age kids not to view/access?

We do not provide filtering services. However, many Web Browsers and Anti-virus products can provide such services. Try an internet search for a program that will offer these services.
Do we get to keep the antenna and equipment?

No, the equipment remains the property of Diginet and may be re-claimed by Diginet at any time.
How long will it take to have my installation completed after I have signed my contract?

A work ticket to our technical team is generated as soon as your contract is completed. Installation will depend on how many installations are pending when your contract was signed, but a good estimate is between 1-3 days.
Why is my internet slow during rainy days?

All internet traffic from Tonga is routed through satellites and poor weather conditions can have an effect on the quality of signal between the satellite dish and the satellite, causing internet connections to run a little slower than normal.
What services do you provide to have my internet fixed as soon as possible?

If your internet connection is not working for some reason, you can call our Customer Care line on 123 any time of day or night. Our customer care team will walk you through some simple trouble shooting issues that may help rectify your problem. If these steps cannot get your internet connection running, then a work ticket will be logged and sent to our technical department. If you are on a residential package (Digi128/256/512), then our service team will make every endeavor to have your internet connection fixed within 24 hours (during business hours) of your ticket being logged. However, if you would like your internet connection fixed in a faster timeframe, then we can schedule our service team to make an after hours visit to your premises; however, this will attract a service call fee of T$65, which will be added to your next bill. If you are a Digi512 or DigiBiz customer, these service calls are free of charge.
If I have two or more computers at my house, can they share the internet connection, or do I need an extra connection for each computer?

You can have as many computers as you like in your house, share your one internet connection, however, you will need to contact your local IT/PC service provider to assist you with networking or sharing connections. If you need help
Is there any guarantee that there won’t be down times during using my internet?

Whilst we try to ensure a stable product, there are many parts of the internet service which we cannot control for example satellites. We cannot provide a guarantee of full time uninterrupted service, but we can promise that all technical issues that affect our internet service will be dealt with as quickly as possible.
If I use TCC internet, will I get a discount if I switch to Diginet?

During our re-launch period, we will be offering some special promotional pricing, but even without any promotions, our internet packages offer the greatest value in the Kingdom for internet service!
I no longer want to use the internet service, what do I do?

If you do not want to use the service anymore, please contact our Customer Care team and advise them. You will be scheduled for disconnection and our service team will come around to collect your equipment. If you are cancelling within the twelve month period on your contract, you will be required to pay an additional T$199 for early termination.
Can I downgrade my package?

Yes you can for a fee of T$99. Call customer care should you want to downgrade your package.