Phones Support

Support Detail

How many months of repayment fees do I need to fulfil under this programme?

You have to fulfil the 24 months device payments as accorded in the contract. However, you may choose to upgrade to a brand new phone between months 18 – 24 with no upgrade fee.

How do I upgrade to a new phone between months 18 - 24?

After you have completed the 17th payment for the iPhone 11/iPhone 11 Pro/iPhone 11 Pro Max with no other outstanding amounts, you may walk into a participating Digi Store or Digi Store Express and exchange your old phone (that is required to be in good working condition) for a new phone.

How do I know if my phone is in good working condition?

Our friendly staff will perform the following assessment before we accept your phone. You may refer to the Terms and Conditions listed here for the stipulated Good Working Condition Criteria. Digi has the absolute discretion to decide whether a phone which you wish to exchange can be accepted or rejected.

What if my old phone is not as per the Good Working Condition Criteria set in the Terms and Conditions?

Digi will not accept to receive the phone as a Returned Device for an exchange. You can either

  • (A) Complete the 24 months instalment and keep the phone at the end of your contract, or
  • (B) Pay the Penalty Fee and Processing Fee, keep your old phone and register for a new phone.
Do I get to keep my old phone when I upgrade?

No, once you have agreed to exchange your old phone for a new phone under the Digi PhoneFreedom 365 programme, Digi will not return the old phone back to you. Hence, please ensure that you have performed a full data backup of your old phone before surrendering it.

Will I be able to retrieve the data stored in my old phone after the exchange?

No, Digi will not be able to restore or retrieve the data from your old phone once the phone has been wiped, or a factory reset or an upgrade transaction has been completed. Please make sure that you have taken a full data backup before you surrender your old phone to our staff during the upgrade process.

What will happen if I decide not to upgrade between months 18 – 24?

Should you decide not to upgrade at any point within the eligible upgrade period, you can continue your 24 months instalment and keep the phone at the end of your contract.

What if I cancel or terminate my line, or if the phone was lost/stolen within the contract period?

If you cancel or terminate your line with Digi or if the phone gets lost/stolen before completing the 24-month instalment period, you will need to pay a Penalty Fee, which will be the remaining device balance [(RRP – Advance payment)/24) x remaining months + admin fee]. Once you have paid the Penalty fee, you may then sign up for a new device with Digi PhoneFreedom 365.

What happens if I don’t pay my monthly fees?

Digi reserves the right to activate the device blocking feature for non-payment of the monthly fees. For more info, refer PCBS, Device and IMEI Blocking.

Can I continue with this programme after I have completed my 24-month instalment period?

You may continue to subscribe to your current Digi Postpaid™ Rate Plan once you have completed the 24 months payment for the Device Payment Monthly Price.