[RESOLVED]


*Update as of 3.00 p.m., 26th October: 

The system migration is taking longer than expected. The listed services below will be temporarily unavailable up to 26th October 2021, 6.00 p.m. We apologize for any inconvenience caused.


Dear Digi subs,


In order to provide you a better customer experience and service, there will be a planned system maintenance for a system migration from 25 October, 11.30 p.m. – 26 October 2021, 6.00 p.m. During this migration, selected services below will be temporarily unavailable to all Digi subs:

 

Before migration (25th October, 9.00 p.m. to 26th October, 6.00 p.m.)

VoLTE, VoWiFi will not be available

 

During migration (25th October, 11.30 p.m. to 26th October, 6.00 p.m)

All Digi subscribers will only be able to make calls, send SMS & MMS, roaming and use data (up to 5Mbps only), however, there will be no impact on receiving Transaction Authorization Code (TAC).



However, customers can still make bill payment and reload via the following channels:

  • Use *123# 
  • Use Banks (JomPay), Maybank
  • Use Lazada, Boost, Touch & Go apps
  • Visit KK Mart and 7-Eleven stores nationwide 

 


To learn more about this system migration and what to expect, please refer to any of the FAQs listed below, that is applicable to you.

  1. Digi Postpaid Customers
  2. Digi Prepaid Customers
  3. Digi Mobile Broadband/ Fibre Customers



FAQ for Digi Postpaid Customers

 

1. What does the system migration mean for Digi Postpaid Subscribers?

For Digi Postpaid subscribers, it means an enhanced customer experience in usages and management of the mobile internet and roaming.


2. Will there be any downtime before & during migration? 

All Digi subscribers will experience service interruption on impacted services during following downtime:

 

3. What are the expected experiences for all Digi postpaid subscribers before and during the system migration?

Here are the expected experience for Digi Postpaid Subscribers before and during system migration:

  • All Postpaid subscribers will not be able to enjoy VoLTE and VoWIFI services from 25 October 2021, 9.00pm – 26 October 2021, 2.30pm.
  • Internet speed will be capped to 5mbps from 25 October, 11.30pm – 26 October 2021, 2.30pm.
  • All self-serve channels (UMB, USSD, MyDigi, DSO, EasyAdd, Kiosk) are inaccessible from 25 October, 11.30pm – 26 October 2021, 2.30pm.
  • All bill payment services are inaccessible from 25 October, 11.30pm – 26 October 2021, 2.30pm.

 

4. What are the changes in internet usages experience for Digi Postpaid subscribers after the system migration?

Here are the areas of internet usages which will change after the system migration:

  • Internet rollover
  • Quota Top Up granting mechanics
  • Internet sharing
  • Share Quota Top Up product changes

 

5. From 25th October, 11.30pm onwards, I am unable to see my internet rollover quota balance, has my internet rollover quota balance been forfeited?

No, as part of the experience changes from the system migration, your internet rollover quota balance will now be combined with your base quota.

 

6. From 25th October, 11.30pm onwards, why do I see different bucket names when I check my internet quota balance?

Yes, part of the system migration is to enhance and streamline your internet usages experience which means now you will see the same name of internet quota bucket and the name of the quota top ups during purchase.

 

7. From 25th October, 11.30pm onwards, why are the multiple Quota Top Up passes that I purchased no longer combined and extending the validity?

Part of the enhanced experience in your internet usages, you will now be able to see each of the unique QTUs that you purchased in a separate quota bucket.

 

8. From 25th October, 11.30pm onwards, when I perform internet sharing to the supplementary lines under my family group, why do I still see the internet in my principal line internet bucket despite it being allocated to the supplementary lines?

This is the new internet sharing experience with the system migration, you can cap the quota limit for each of the lines in your family group, however, the quota will still be in your internet bucket and can be consumed by you or any of the lines in the same family group with you.

 

9. From 25th October, 11.30pm onwards, why does my Quota Top-Up (Shared) pass validity display expiry on my billing date?

These are the new features introduced to all the Share Quota Top-Up products which validity will follow your billing date with the charges and quota being pro-rated according to the number of your days from the purchase date to your billing date.

 

10. After the system migration, for new Quota Capping feature (replacing the current Quota Allocation), do I need to update my MyDigi app to have the Quota Capping features available?

A10: Yes, from 25th October, 11.30pm onwards, please update your MyDigi app to version (v12.3) As the Head of Family, you will be able to view the quota capping values assigned for each family member. You can also make changes to the existing values or assign a value if none was set previously.

 

Note: 

If you have assigned the Quota Allocation to your family members previously, the same value will be automatically assigned for your Quota Capping for your respective family members. 

If you have not assigned any Quota Allocation to your family members previously, your family members are able to use the available shared quota without any capping

 

11. What are the differences in roaming usage experience for Digi Postpaid subscribers after the system migration?

Here are the areas of internet usages which will change after the system migration:

  • Roam Passes granting mechanics
  • DMC (Daily Unlimited Internet) Roaming granting mechanics

 

12. From 25th October, 11.30pm onwards, my roaming passes show expiry at the exact hour, what does it mean?

This is a new roaming pass mechanics to enhance your roaming experience with Digi Roam Passes. All roaming passes will expire according to the number of hours based on the validity of the roaming passes purchased. For example, for 3 days roaming passes purchases at 8am on 7th October will expire at 8am on 10th October.

 

13. From 25th October, 11.30pm onwards, I see the same rate for Daily Unlimited Internet Roaming for all countries, what does it mean?

To ensure you make the most of your roaming experience with your Daily Unlimited Internet Roaming, now all the Daily Unlimited Internet Roaming for all available countries comes with 1 standard rate of RM36/day.

 

14. Are there any other changes to the Daily Unlimited Internet Roaming experience?

Yes, your Daily Unlimited Internet roaming validity will expire in 24 hours after you hit your max charges of RM36 for the day.

 

15. Does the rate changes apply to roaming passes and Roam Like Home?

No, there are no changes to the rates for roaming passes and Roam Like Home, for more information on the available rates for roaming passes and Roam Like Home, please visit here



FAQ for Digi Prepaid Customers

 

1. Will there be any downtime before, during, and after the system migration?

All Digi subscribers will experience service interruption on impacted services during following downtime:

 

It is important to note that all subscribers will not be able to access self-service customer channels (MyDigi, Digi Store Online, UMB, Kiosk) and to perform activities including but not limited to offer subscription/renewal, reload, balance enquiry, etc. during downtime. All offer subscriptions / renewals will be processed upon completion of migration activity.


Subscribers who require access to reloads can:

  • Use *123# 
  • Use Banks (JomPay), Maybank 
  • Use Lazada, Boost, Touch & Go apps
  • Visit KK Mart and 7-Eleven stores nationwide

 

2. What are the differences in internet usage experience for Digi Prepaid subscribers upon completion of system migration?

Digi Prepaid subscribers will experience the following changes in internet usage experience upon completion of the system migration:

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FAQ for Digi Mobile Broadband/Fibre Customers

 

1. What does the system migration mean for Digi Fibre / Mobile Broadband Subscribers?

This system migration has no impact to Digi Fibre subscribers, however for Mobile Broadband subscribers, it means an enhanced customer experience in usages and management of the mobile internet.

 

2. Will there be any downtime before & during migration?

All Digi subscribers will experience service interruption on impacted services during following downtime:

 

3. What are the expected experiences for all Digi Mobile Broadband subscribers before and during the system migration?

Digi Mobile Broadband Subscribers are expected to experience some service interruption before and during system migration:

  • Internet speed will be capped to 5mbps from 25 October, 11.30pm – 26 October 2021, 12pm.
  • All self-serve channels (UMB, MyDigi, Digi Store Online, EasyAdd, Kiosk) are inaccessible from 25 October, 11.30pm – 26 October 2021, 2.30pm.
  • All bill payment services are inaccessible from 25 October, 11.30pm – 26 October 2021, 2.30pm.

 

4. What are the changes in internet usage experiences for Digi Mobile Broadband subscribers after the system migration?

Digi Mobile Broadband subscribers are expected to experience some changes post-migration, below are the impacted area:

  • Internet Quota name Display
  • QTU Quota granting and display

 

5. From 25th October, 11.30pm onwards, why do I see different bucket names when I check my internet quota balance?

A5: Yes, part of the system migration is to enhance and streamline your internet usages experience which means now you will see the same name of the internet quota bucket and the name of the Quota Top-Ups during purchase.

 

6. From 25th October, 11.30pm onwards, why are the multiple Quota Top-Up passes that I purchased no longer being combined and extending the validity?

A6: As part of the enhanced experience in your internet usages, you will now be able to see each of the unique Quota Top-Ups that you purchased in separate quota buckets.