Terms and Conditions (T&C) for Telenor Home Wireless

These Terms and Conditions are a binding legal agreement between Telenor Myanmar Limited, a company constituted under the laws of Myanmar with registration number 184676966 and having its registered office at No. 221, Sule Pagoda Road, Level 17,22,23, Kyauktada Township, Yangon (referred to as Telenor) and you (referred to as You or Customer).

By using or paying for Telenor broadband internet service you are representing that you are over 18 years of age and that you have read and understood these Terms and Conditions.

1. Period of Agreement

  • 1. This Agreement shall take effect from the Activation date of the Service and shall continue to be in force until terminated in accordance with these Terms and Conditions. For avoidance of doubt, the Activation date of the Service by default is also deemed to be the same as the registration date. Pursuant to this clause, the Customer can request for termination at Telenor Business Call Center

2. Provision of the Service

  • 1. You shall receive any updated information about the service from Telenor Broadband Website
  • 2. The service is only available in selected coverage areas with LTE/4G network.
  • 3. Before buying, you must check whether your location (where you want to use the service) within the coverage area or not and must register via broadband.telenor.com.mm website
  • 4. For registration purpose, you are required to provide personal information including contact number, e-mail address and service address to ensure the quality of connection
  • 5. Service address provided in website must be the same with your actual used location.
  • 6. Upon successful registration of the Service, you shall receive the following:
    • a. One (1) unit of Telenor Home Wireless router
    • b. One (1) unit of 4G Data SIM card (inserted in the router)
    • c. receipt of payment (via e-mail / SMS)
    • d. printed guideline for router set-up
  • 7. You may request for:
    • a. Return of the Home Wireless device within seven (7) days from delivery date
    • b. Relocation of the Service address through broadband.telenor.com.mm website subject to the availability of the Services at the new location at no cost once in every three months from activation

3. Telenor Home Wireless Router

    3.1 Usage

  • 1.The maximum number of devices can connect to wifi network is 5

    3.2 Warranty

  • 1. The warranty period for the device is one (1) year from the date of purchase.
  • 2. The following defects are covered in warranty
    • a. Indicators are not working (power, network status, Wi-Fi, LAN/WAN, Signal Strength)
    • b. Power adapter is not working
    • c. Buttons failure
    • d. Network port is not working
  • 3. This warranty does not cover any of below:
    • a. Router have been subjected to misuse, accidental, shipping or other physical damage ,improper installation, abnormal operation or handling, neglect, inundation, fire, water or other liquid intrusion;
    • b. Router has been damaged due to repair, alteration, or modification by anyone not authorized by Telenor.
    • c. That have defects or problems caused by use with non-Telenor branded products or accessories
    • d. Warranty/quality sticker or product serial number has been removed, altered or defaced
    • e. Without valid proof of purchase
    • f. Incomplete information was provided to the Telenor Broad band's authorized service/repair center.
  • 4. Telenor Broadband does not provide refunds under the limited warranty in any conditions. Telenor Broadband will replace defective units with new products. Product warranty periods do not renew with replacement units. The original purchase date and warranty period will apply to replacement products.

4. Customer responsibility

  • 1. You are responsible for making sure that equipment is used safely and properly including but not limited to:
    • a. keeping the equipment secure on your property and insuring such equipment against loss, theft or damage;
    • b. following all instructions we provided by TML and any manufacturer's instructions;
    • c. Not providing CPE / device credentials (such as IMEI and Serial Number) to any unauthorized persons. CPE credentials - such as, but not limited to IMEI or Serial Number will be considered as proof of ownership of account.
  • 2. You are also responsible for the procedures with respect to use of and access to the Service Location.
  • 3. If you change any account details (phone number, service location) provided to Telenor, you have the responsibility to perform any after-sales process such as relocation and updating of account information through instructions provided by TML (i.e. website etc.)

5. 7 Days Return Policy

  • 1. In the event that you do not wish to continue with the Service any longer, a seven (7) days return policy shall apply.
  • 2. Eligibility criteria for refund:
    • a. Only customers who return the product within 7 working days from date of delivery / receipt, are eligible to return Telenor Home Wireless Kit
    • b. Customers must return the device or equipment in its original undamaged condition together with accessories, cables, anything else included, sim card seal is not tampered and with the original packaging to prevent any transit damage.
  • 3. Refund will cover subscription/upfront payment price (excluding the delivery fee)
  • 4. Requirements to process the refund:
    • a. Customers need to provide account ID and name which are registered at broadband website
    • b. TML will process refund through KBZ / CB / AYA Bank accounts. Bank account owner name and customer name must be same.
    • c. A copy of the first page of Bank Book is required. Without this, the money refund process will be void.

6. Fair Usage Policy

  • 1. Fair usage policy is practiced to ensure that an optimum internet experience is available to the maximum number of users .The policy effectively deters network abuse by setting reasonable usage limits, thereby ensuring the experience of entire customer base remains acceptable
  • 2. Fair usage policy will apply on your Telenor Home Wireless Internet usage of 150 GB per 30days. After exceeding 150GB of usage, your Internet speed will be reduced to 0.5Mbps and continue using Unlimited Data for rest of 30 days. Normal Speed of 10Mbps (Maximum speed can be different based on the service location) will be available at the midnight of the last day from 30days and 150 GB will start again for next 30day. The remaining quota can't be carried forward for next 30days.
  • 3. Sending and receiving files containing very large amounts of data, including but not limited to, traffic from peer-to-peer software/applications (such as Bit Torrent) or file sharing software may cause network congestion and can be negatively impact the speed at which other customers can access the internet. Fair Usage Policy will be applied also for the usage of these peer-to-peer (P2P) data
  • 4. FUP will not be applied to the adds-on data package.
  • 5. Fair Usage Policy (FUP, T&C updated in 8th Jan 2019) will be effective immediately for all new customers who purchased service starting 8th Jan , 2019. FUP will be applied to the existing customers upon your next renewal starting 15th Jan 2019

7. Compliance with Myanmar Laws and Telenor Policy

  • 1. You shall observe the law of Myanmar and shall not use the Service for any unlawful or illegal purposes. In addition to any breach of Myanmar laws, You agree that You shall not use the Service for any of the following
    • a. sending, receiving, publishing, posting, distribution, disseminating, encouraging the receipt of, uploading, downloading or using any material which is offensive, abusive, defamatory, indecent, obscene, unlawful, harassing or menacing or a breach of the copyright, trademark, intellectual property, confidence, privacy or any other rights of any person;
    • b. commercial purposes, unless You are on the office/corporate packages;
    • c. using for non-standard commercial purposes for corporate packages;
    • d. sending or uploading unsolicited emails or SMS or messages, advertising or promotional materials, offering to sell any goods or services, or conducting or forwarding surveys, contests or chain letters;
    • e. knowingly or negligently transmitting or uploading any electronic material or SMS or messages (including, without limit, files that contain viruses, corrupted files, or any other similar software or programs) which is known or likely to cause, interrupt, damage, destroy or limit the functionality of any computer software, hardware or telecommunications equipment owned by Telenor or any other internet users or person;
    • f. allowing activities that invade another's privacy, cause annoyance, inconvenience or needless anxiety to any person;
    • g. allowing activities that are in breach of any other third party's rights, including downloading, installation or distribution of pirated software or other inappropriately licensed software, deletion of any author attributions, legal notices or propriety designations or labels in any file that is uploaded, falsification of the origin or source of any software or other material;
    • h. allowing anything that may disrupt or interfere with the Telenor network or service or cause a host or the network to crash;
    • i. launching "denial of service" attacks, "mail-bombing" attacks, "spamming" or "flooding" attacks against a host or network;
    • j. making excessive use of, or placing unusual burdens on, the network, for example by sending or receiving large volumes of email or SMS or messages or excessively large mail attachments;
    • k. circumventing the user authentication or security process of a host or network; or
    • l. creating, transmitting, storing or publishing any virus, Trojan, corrupting programme or corrupted data.
  • 2. In addition, You shall not;-
    • a. un port scanning software on any Telenor network;
    • b. attempt to gain unauthorized access to any computer system; or
    • c. undertake any activity that has an adverse effect on Telenor.
  • 3. Telenor will fully comply with Myanmar laws and regulations and licensing requirement under the Telecommunication Law 2013 including any applicable standard established by the Regulator under Telecommunication Law 2013 relating to the quality of services.

8. Service Speed and Availability

  • 1. The Service speed and bandwidth will be based on the Service plan to which You subscribe. The maximum speed You receive will depend on various factors, including but not limited to, either it is connected to network by cable or wifi, material of the wall of your premises, and the number of user using your specific connection. In addition, the speed You receive at a point in time may vary and may be less than Your maximum speed, depending on, among other things, the composition of the information or files You are accessing, usage, and traffic on the Internet, the server with which You are communicating and the networks You and others are using when communicating.
  • 2. Based on the above, Telenor do not provide any promise or warranty, expressly or impliedly, that You will be able to download or upload data at any particular speed. If are not satisfied with the speed of Service, You should contact Telenor Broadband [customer service] 09797998888.

9. Suspension, Disconnection or Termination

  • 1. Telenor reserve the right to suspend or disconnect or terminate the Service, temporarily or permanently in the following circumstances:
    • a. Telenor, in its sole discretion, is of the opinion that You use the mobile equipment, or computer or services in a way which is not permitted under these Terms and Conditions;
    • b. Telenor, in its sole discretion, is of the opinion that the user ID or password being used to access the Services has been gained in an unauthorised, illegal, improper or fraudulent way;
    • c. You do not comply with or materially breach these Terms and Conditions;
    • d. Telenor, in its sole discretion, is of the opinion that Your payment of Service fees is by way of using stolen or otherwise barred or false debit or credit card or if the debit or credit card transaction is at some time charged back to us;
    • e. Telenor are informed that Your router has been broken, or lost or stolen;
    • f. You do anything that or allow anything to be done and Telenor believe that this may damage or affect the operation or security of the Service;
    • g. You become bankrupt or make any arrangement with Your creditors or You go into liquidation or if an administration order is made or a receiver is appointed over any of Your assets;
    • h. Telenor is permanently unable to provide the Services to You; or
    • i. The law or authorities or emergency services does not allow Telenor to provide the Service to You.
  • 1. In a case where suspension or termination is due, in the sole opinion of Telenor, to Your fault, then You shall lose any existing credit in Your account. However, where, in the sole opinion of Telenor, any suspension or termination is not due to any fault on Your part, Telenor shall use reasonable endeavours to reconnect You to the Service when possible and make available to You any previous credit held in Your account at the time of the suspension or termination.
  • 2. You may terminate the Service by giving notice to the Telenor Center 15 days prior to the date of termination of the Service or before the end of month. In case of prepaid top up credit, the service will be terminated after all of your top up credit in your account has been used.
  • 3. You also have the right to terminate the Service if Telenor cannot fulfil the Service quality which is committed. Following, if you terminated under this paragraph, Telenor will refund on the credit amount in your account which you have not used.

10. Indemnity

  • 1. You shall fully indemnify, hold harmless and defend Telenor and its directors, officers, employees, subcontractors, agents, stockholders and affiliates from and against all claims, demands, actions, suits, damages, liabilities, losses, settlements, judgments, costs and expenses (including but not limited to reasonable attorney’s fees and costs) ("Claims"), whether or not involving a third party claim, which arise out of or relate to any breach by You of any of these Terms and Conditions or under applicable law, whether or not caused by the negligence of Telenor and whether or not the relevant Claim has merit.

11. Personal Information

  • We may transfer your personal information that you have provided in the CAF to countries outside Myanmar so it can be processed in a secure cloud service. When we process personal information internationally, we take appropriate steps to ensure that your personal information is adequately protected. Typically, such steps include carrying out data security reviews of any services and putting in place contracts with any third party. All data processing of personal information will be handled according to Myanmar laws and internationally accepted best practices.

  • Telenor and any affiliate of Telenor has the right to use the information You supply to Telenor for the following purposes which you hereby provide your explicit and informed consent to:

    • Managing Your account, carry out customer care activities and train our staff, including monitoring calls, emails or text messages that You send us;
    • Monitoring the quality and security of the network and test and maintain our IT systems;
    • Analysing Your use of the Services for marketing purposes, including, but not limited to Your browsing history and use of our website.
    • Such other use as follows from the Telenor privacy notice as published on Telenor Global Privacy Notice.

12. Amendments to these Terms and Conditions

  • 1. Telenor may amend these Terms and Conditions at any time. You will be notified in a way reasonable Telenor at least 7days notice in advance. If You do not agree to the change made by Telenor, You must notify Telenor and stop using the Service. Continued use after notification has been sent is acceptance by You of the amendment.

13. Miscellaneous

  • 1. Telenor has the right to transfer this agreement to any third party at any time. You also have the right to transfer this agreement with the written approval of Telenor.

14. Complaints/Settlement of Disputes

  • 1. If You have any complaints, please contact Telenor at the Telenor Business Call Center Number: +959780008080.
  • 2. In case of any dispute between Telenor and You, it should be settled amicably. If the dispute does not settle amicably, it will be reach to the Court.