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

If you cancel or terminate your line with Digi or the phone is lost/stolen before completing the minimum 24 month instalment period, you will need to pay a Penalty Fee, which is the remaining device balance equivalent to [(RRP – Device 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 I be able to retrieve the data stored in my old phone after the exchange?

No, Digi is unable to restore or retrieve any data from your old phone once the phone is wiped / factory reset / the upgrade transaction is completed. Please ensure you have performed a full data backup before you surrender your old phone to our staff during your upgrade process.

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

No, Digi is unable to restore or retrieve any data from your old phone once the phone is wiped / factory reset / the upgrade transaction is completed. Please ensure you have performed a full data backup before you surrender your old phone to our staff during your upgrade process.

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

Our friendly staff will perform an assessment of your phone’s condition before we accept your phone. You may refer to the Terms and Conditions on 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 happens to my existing Digi Shield subscription when I upgrade my phone via the PhoneFreedom365 Program?

You will need to terminate your existing Digi Shield subscription when you return your device, to be eligible for the upgrade.

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

After you have completed the 17th payment (tier 1 phones) or 19th payment (tier 2) 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.

Note: Tier 3 phones are not eligible for an early upgrade and are required to fulfill a 24 months contract.

What if I intend on renewing my Digi Shield subscription for my new device?

You may opt for a new Digi Shield policy for your new device.

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

Digi will not accept the phone as a Returned Device for exchange. You may instead choose to (A) complete your 24 monthly instalments and keep the phone at the end of your contract, or (B) pay the Penalty Fee and Processing Fee, keep the old phone and register for a new phone.

What are my options for a new Digi Shield policy?

You may select from the options below:
Digi Shield (Accidental & Liquid Damage)
Digi Shield Plus (Theft, Damage, & Extended Warranty)

How do I find out when my device would be eligible for an upgrade between month 18-24?

You may call us at 0162211800 or walk-in to a Digi store to know when your device is eligible for an upgrade. Back-up your phone, perform a factory reset and remove any SIM or SD cards before you bring your device to our store for verification.

What happens to my existing Digi Shield policy? Why do I need to terminate that policy?

Your previous Digi Shield policy would be attached to the device IMEI which you will be returning to Digi as part of your upgrade program. As such, the policy needs to be terminated as the device is no longer with you.

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 Device Subscription 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.

What is the FREE 1 month Digi Shield offer?

All PF365 upgrades are eligible for 1 month FREE of Digi Shield (Accidental & Liquid Damage) worth RM29 should they decide to subscribe to Digi Shield. At the end of the FREE 1 month, customers will be charged the usual RM29 for every subsequent month thereafter. Customers who would like to enjoy this offer need to subscribe to Digi Shield at the point of activating their new PF365 plan. The offer runs from 1 April 2020 until further notice, and all existing Terms and Conditions apply.

If I decide not to upgrade between months 18 - 24, what will happen?

Should you decide not to upgrade at any point within the eligible upgrade period, you can continue to complete with your 24 monthly instalments and keep the phone at the end of your contract