FAQs -FiberX
1. What is Fiber?
Answer: Fiber is internet ran on end to end fiber optic cables usually run aerially and connected at a node or fibre access terminal (FAT)
2. How Fast is Digicel’s FiberX Fiber Internet?
Answer: FiberX is super fast, commercial grade, high quality fiber internet that is very reliable and does not buffer. It is available in download/upload speeds of: 200/20Mbps, 200/75Mbps, 300/100Mbps, 600/300Mbps and 1000/600Mbps.
3. What can I do with fiber internet?
Answer: You can stream movies, music, videos, watch your CCTV (camera footage), have video meetings and conferences and much more
4. What will I need to get the internet?
Answer: a. An ONT device with live internet installed from Digicel
b. Power/Electricity
c. To pay the service charge upfront before it can be installed and
d. An email address is needed (as your contract, bill and after installation service details) will be sent to your email address
e. Business: Email Address, Phone Number, Proof of Address, Valid Form of ID for Owner/Director, TIN, Business Registration or Articles of Incorporation
In smaller businesses: Council Receipt/ Some form of Documentation for Ownership/Payment of Leases/Taxes etc.
g. Residence: Email Address, Phone Number and Valid ID for Applicant
5. Will I experience buffering and low internet speed?
Answer: No, this is a commercial grade internet service, your family members or staff members can be connected at the same time and experience high quality, reliable internet connectivity without dropping.
Additional Note (esp. for residential customers): Our service is deployed using end to end fiber optic technology. However, if there are a lot of thick walls in your premises, we recommend having a WIFI mesh solution which is basically a WIFI extender. It repeats/extends the internet signal so there is no area where your signal drops so your signal extends all around and this allows you to get full connectivity in all areas of your home/office.
6. Where can I get the Mesh/WIFI Extender system and how much does it cost?
Answer: You can request the WIFI mesh from your Digicel Fibre Sales Agent or by calling our Fibre Hotline on 5926999932
7. How do I protect the Digicel FiberX Modem from damage?
Answer: We recommend that you get a 500KVA or greater stabilizer/voltage regulator to protect the modem from damage due to fluctuations caused by power fluctuations/power outages.
8. What is the plans and service charge?
The plans and service charges for business customers requesting fibre optic internet service are as follows:-.
| Digicel FibreX | |
| BUSINESS SERVICE | 1 Year Contract Term, with auto renewal (VAT Inclusive) |
| FibreX Lite (200/20 mbps) | $ 8,999.00 |
| Fibre X 200 (200/75 mbps) | $ 15,500.00 |
| Fibre X 300 (300/100 mbps) | $ 29,900.00 |
| Fibre X 600 (600/300 mbps) | $ 35,000.00 |
| Fibre X 1000 (1000/600 mbps) | $ 150,000.00 |
9. Is there an Installation Cost for this Service?
Answer: Yes, the cost is G$20,000, however if you sign up NOW we will waive 100% of this cost and give it to you FREE OF COST, but you have to sign up NOW to enjoy this special installation discount.
10. Is this form that I am signing a contract?
Answer: This is your Order Form which shows that you have requested Digicel’s fiber internet service and it gives us permission to enter into a contract for service with you. After you make your payment and your service is installed, then your contract will be emailed to you with all your service details.
11. After I sign up, when will my service be installed?
Answer: Within 5 to 7 business (Monday to Friday) days, after you make payment. Our installation team mostly works Monday to Saturday.
Additional Note: If you don’t make payment within 2 week, your application will cancel and you will have to re-apply for the service.
12. Will there be a backup battery with the service?
Answer: No, Digicel will NOT provide a backup battery with the service but you can source your own, compatible back up battery or UPS from any computer or electronic store
13. Does this service come with a contract?
Answer: Yes, this service comes with a one-year contract and you will be required to give one months’ notice, in writing to Digicel (Email: Fibrexguyana@digicelgroup.com), should you decide to opt out of your contract.
Additional Note: The FTTB service contract will be an electronic contract that will be emailed to you. Your fibre bill will also be emailed to you as well, so it is important to provide a valid email address (that you have access to) upon sign up.
14. Will I have to purchase a separate router for this service (in addition to Digicel’s modem/ONT) to get WIFI?
Answer: No, the modem/ONT that Digicel provides is a two in one modem (modem + router) so you will not need a separate router to have WIFI capability.
15. How many GHZ is the modem from Digicel and how far is the reach of the modem?
Answer: The modem operates on 2 frequencies:
2.4 GHZ
5 GHZ
16. How do I change my WIFI password after installation?
Answer: If the login was not changed, the information will be the default credentials, under the router. If the password was changed.
The login page can be accessed by typing the router address on your browser bar, by default, it is – https: 192.168.100.1
Connect directly to LAN port 1 on the router using a cable and log into the admin page to change the password if desired.
Enter your router’s login credentials (router username and password)
Default username and password:
USERNAME – Digicel
PASSWORD – Digicel
Open the Tab that states “wireless”
Change the password to desired keyword
Save settings
NOTE - If this does not work, or you are unable to connect to the default login page, please perform a factory reset on the router to allow all previous logins to be removed and return to the default username and password. This can be achieved by using a paperclip to push the RESET button on the side of the device.
17. How do I perform a speed test?
Answer:
Power down the router for 30 – 60 seconds.
Connect to the device directly via LAN cable to LAN PORT 1 or LAN PORT 2, It is recommended the test are piloted over a wired connection only, as over wireless may not provide accurate results.
Open a new browser page (Preferably in Firefox / Chrome / Safari)
Ensure all bandwidth-intensive applications are closed on the PC for example any torrent downloads, video streaming, etc.
Go to the website – http://www.speedtest.net
When the site loads, place the mouse pointer over the green icon on the screen
From the drop down listing, select DIGICEL, and then the test will begin.
18. If I purchase 200Mbps, will I get 200Mbps over a speed test?
Answer: Yes, you will get 200Mbps from a speed test with Ethernet cable plugged directly to your device. However, over WIFI, the speed of your internet may vary as it depends how many users are connected at the same time and the amount of internet traffic at the time of the speed test. From time to time the speed may fluctuate via WIFI but you will receive the speed you contractually paid using your Ethernet cable.
If I move from my current residence/place of business, will I be required to pay an installation fee for the service relocation?
Answer: Yes, a move from one address to another or a request to move your internet router to another part of the same building is deemed another installation/a re-installation request and there will be a cost attached to such a move. The cost will be G$20,000 (VAT exclusive).
Please ensure that your modem/ONT and outside cable box for the fibre service is placed in a good location to avoid re-installation fees.
If I am having a fault with my service, or a query or I would like to follow up on my installation, what number should I call?
Answer: You can call the fibre hotline on 5926999932 for all your after sales service, support (including installation follow up) and to report all issues relating to your fibre internet service.
19. Can I ask Ruby for assistance with my FiberX Internet Service Requests or Queries?
Answer: Yes, you can ask Ruby for assistance with your fiber internet, however, Ruby will route you directly to the FiberX Dedicated Call Center for a live Agent to answer your query.