FAQs for ATOM Home Wireless

    Relocation

    What should I do if I want to relocate my service?

    1. Please go to relocate request in your profile
    2. Choose the service address which you want to relocate (note: Please skip this step if you have only one service address)
    3. Check service availability in your new address
    4. Set up the date when you want to relocate
    5. Confirm to complete the relocation request process

    What will happen if I don’t move to new address at the set up date?

    The service will not be work when you move to new address.

    Do I need to pay any charges for relocation?

    You don’t need to pay any additional charges for relocation.

    What should I do if I want to change relocation date?

    You can’t change relocation date after confirmation.

    Application Process

    Where can I buy ATOM Home Wireless internet?

    You can buy it through online or ATOM Partner. Before buying ,you have to register through broadband.atom.com.mm.

    Why I need to check service availability at my location?

    Checking coverage is needed as our service is only available in selected coverage areas with LTE/4G network.

    How can I check service availability?

    You can check it here https://broadband.atom.com.mm/check-coverage by pointing the exact location in map.

    Can I use the service in other address which is differ from registered location?

    No , you can’t use the service in other address which is differ from registered location.

    What is the difference between “deliver to home” and “buy at shop” options?

    “Deliver to home” is ordering through online and device is delivered within 3 days after payment. “Buy at shop” is registering through online and pay cash and collect the device from the shop near your location

    What are the available payment method for ordering online?

    Customer can pay through 1-2-3 service:
    1. Paying at any 1-2-3 service counter and presenting the payment code
    2. Mobile Banking/ ibanking

    Customer can pay directly by using mobile banking or mobile financial services.

    Customer can pay with varies payment options on broadband website.

    For more details, visit https://bit.ly/ATOMPayGuide

    Can I cancel my order?

    You can’t cancel your order after payment process is done.

    Delivery Process

    How many days will it take for my order to be delivered?

    Your order will be delivered within minimum of 3 working days after payment process is done.

    How much is the delivery fees for order?

    Delivery fees is free of charge.

    Do you deliver during weekends and holidays?

    Yes, our courier deliver orders weekends and holidays also.

    What shall I receive an acknowledge receipt for my order?

    Our courier will provide an acknowledgement receipt upon delivery.

    Activation Process

    What should I do next after received Home Wireless Kit

    To activate your service , please do the following steps:
    1. Connect the power adaptor the router device wait for the indicator to turn blue/cyan
    2. Connect to your router’s wifi network. Wifi Name (SSID) and password (WiFi key) can be found at the bottom of the device
    3. Activate your internet. Go to http://atom.com.mm and you will be redirected to an activation page.

    Where can I find the device name and password?

    You can see the device name and password under the router as SSID (Wireless Network Name) and wifi key (Password)

    Document Verification

    What will happen if my upload document is not correct?

    You will receive the SMS/email when your upload document is not consistent with your detail information and the service will be stopped until you upload the correct one

    If I receive SMS of document rejected , what should I do?

    You need to upload the correct document again

    Where can I re-upload the correct document (NRC/Passport)?

    You can upload the document here https://bit.ly/ATOMreupload

    Plan Renewal

    How will I know the end of my subscription

    You will receive the notifications through SMS/email near the end of your subscription (7days ,1day and date of expiration)

    How to renew the subscription

    When you receive the SMS notifications, a renewal link will be provided where you can renew and purchase monthly subscriptions

    How to change subscription

    You can change type of subscription / plan in the renewal page

    Can I pay in advance before expiry

    Yes. You can renew as early as 7 days prior to your subscription expiration

    What happens if the service is expired

    Your service will be discontinued.

    Device

    What device I will get upon registration?

    You will receive 1 unit router, 1 adaptor, 1 LAN cable and 1 user manual. 

    How can I log into the device setting

    Please enter 192.168.8.1 with user name and password as “admin”

    How to change Wifi password

    1. Connect your Router network
    2. Enter IP address 192.168.8.1 in your browser by using “admin” as user name and password
    3. Go to > setting > WLAN basic setting
    4. You can change Network name in SSID and Password in WPA search key
    5. Then click apply

    How can I know Router is working?

    The network status indicator will turn blue/cyan and the signal strength indicator will turn on when the router has successfully connected to a network

    Fair Usage Policy

    What is Fair Usage Policy?

    A very small amount of customers use an excessive amount of data, to the extent that it can affect the experience of others who use the service fairly. Fair Usage policy is to ensure that all customers are using a fair amount of data to provide the optimum internet experience to all customers. It protects consumers from heavy data users.

    What is Fair Usage level of ATOM Home Wireless?

    Fair usage policy will apply on your ATOM Home Wireless Internet usage of 150 GB per 30days.

    What will happen once I have reached Fair Usage Level?

    After exceeding 150 GB of usage, your Internet speed will be reduced to 0.5Mbps and continue using Unlimited Data for rest of 30 days. Normal Speed of 10 Mbps (The maximum speed can be different based on the 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 not be carried forward for next 30days.

    When is the effective date of FUP?

    New Monthly Data Quota (Fair Usage Policy) will be effective starting from 20th May 2020 00:01 AM.

    Product Knowledge

    What is ATOM Home Wireless Internet?

    ATOM Home Wireless Internet provides a stable and reliable internet for your home It lets you enjoy a better online experience for your family with faster surfing, streaming, and downloading while keeping to your budget. It allows you to enjoy a 4G/LTE connection directly to your computer, Television, Smartphones and other smart devices via seamless WiFi access anywhere within your home.

    What speed it will provide?

    The available speed is up to 10 Mbps. The maximum speed can be different based on the location.

    Why should I choose Home Wireless?

    Easy to shop via online from your home, office and on the way . Easy to make payment via cash over the counter or mobile banking. Your order will be delivered to the comfort of your home/office within 3 working days

    Can I use the service out of home/on the way/other place ?

    No. It is Fixed wireless and can be used only at your registered service address.

    Warranty

    What is the warranty period for device?

    The warranty period for device is 12 months from the date of purchase.

    Which defects are covered in warranty?

    The following defects are covered in warranty.
    1. Indicators are not working (power, network status, Wi-Fi, LAN/WAN, Signal Strength)
    2. Power adapter is not working
    3. Buttons failure
    4. Network port is not working

    What are not covered in warranty?

    This warranty does not cover any of below:
    1. 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;
    2. Router has been damaged due to repair, alteration, or modification by anyone not authorized by ATOM.
    3. Warranty/quality sticker or product serial number has been removed, altered or defaced
    4. Warranty/quality sticker or product serial number has been removed, altered or defaced
    5. Without valid proof of purchase
    6. Incomplete information was provided to the ATOM Broad band's authorized service/repair center.

    Where can I claim the warranty for the device?

    Bring the device to the shop where you purchased it with proof of purchase.

    Can I purchase device only if my fault device is not covered in warranty?

    Only device sales is not available currently, please buy a new starter kit.

    Data Add-Ons

    If I have a base plan and add-on data, what will be the deduction prioritization?

    Data allowance from base plan will be consumed first, followed by Add-on data

    Will the unconsumed data from Add-on be carried over?

    Data add on can be carried forward as long as customer renew the base plan.

    What is the validity of Add-on pack?

    Data add on can be carried forward as long as customer renew the base plan.