FAQs

Below are our terms & conditions of services and our frequently asked questions.

About ananda

ananda is a 4G+ data network, providing fast speeds and stable connections to the people of Yangon and Mandalay.

ananda is committed to delivering customer service excellence, and to developing insightful products and services that will meet the special needs of our customers.

ananda is always 4G+ (4G LTE without dropping to the slower 2G / 3G network) at the highest speed available.

ananda has built a state-of-the-art 4G+ network using the 2600MHz frequency to provide unrivalled services in Yangon and Mandalay.

Any device with Wi-Fi capability is compatible with ananda; phones, tablets smart TVs, games consoles, etc. Can all connect to an ananda mifi or router.

ananda offers only prepaid solution.

We have good coverage in two townships (Chan Aye Thar Zan and Mahar Aung Myae ) with localized coverage across all other 6 main Townships. We will be improving this on a daily basis. Network coverage can be checked at ananda.com.mm/en/coverage-map.

We want to ensure that we offer the best possible coverage for the people of Mandalay; to give them the best experience. Therefore, we are rolling out the network step by step, street by street. Network coverage will be improved day by day. We will keep you updated on our network coverage improvement on our website and Facebook page. Please follow/like us on Facebook to get updates on network coverage.

We are committed to delivering the best network experience to the people of Mandalay. We will be expanding our network coverage daily and we will keep everyone updated on progress on our website and Facebook page. Please follow/like us on Facebook to get updates on network coverage.

We want people in Mandalay to have truly 4G+ internet experience. Therefore, we are pleased to introduce our 4G+ internet service as soon as we have coverage but we are being careful to ensure that it is clear to all customers where are service is available.

More information is available on our:
1) website www.ananda.com.mm
2) my ananda app (download at Google Play Store, Apple App Store, or www.ananda.com.mm/app)
3) Facebook page (ananda livemore), you can also visit the “support” section of our website or app to chat with a customer care executive

Getting started

ananda offers a variety of plans and devices to suit your needs. For a home internet service, you can choose a router; choose a mifi for when you are on the go (and you want to share your data) or choose a SIM if you want a great value data option with your existing handset. Available plans can be checked at ananda.com.mm/en/internet-data-package.

ananda’s products and services are widely available in Yangon at ananda stores and authorized dealers. Please check the shops addresses at ananda.com.mm/en/our-shops.

Only selected smartphones are directly compatible with the ananda SIM; those with frequency band 38 (the required 2600 MHz frequency and the TDD LTE platform). To use your ananda SIM in your smartphone, please:

1. Go to mobile network settings
2. Select Access Point Names and select add APN
3. Set APN name and APN as “ananda”
4. You should now be able to enjoy the ananda network on your smartphone

1. Please have the following information to hand:
– 10
– Digit Customer ID (printed on SIM card)
– 8-digit PUK (printed on the SIM card)
– Preferred Contact Number
– Date of Birth
– E-mail address
– NRC, Passport or Drivers License

2. Download the my ananda app on your smartphone (Play Store, App Store, or direct SPK at ananda.com.mm/app), or visit ananda.com.mm/register to register your SIM

3. Please follow the step by step guide to register your SIM

You can get full refund if you return the device within 7 days and your usage is less than 300 MB. Refund is not eligible if usage is more than 300 MB and request is not made within 7 days from date of purchase. Original signed money back guarantee form is required to get refund.

Balance and usage check

Daily data usage can be check in the my ananda app. Simply click on (more>usage history) to check your usage over the last 7 days. For last 30 days data usage, please contact customer care.

You can check your balance on the home screen of the my ananda app. My ananda app can be downloaded at app store or play store.

Plan Renewal & Top-Ups

Top-ups can be made via the my ananda app only. There are a number of top-up options available:
– Buy a Top-up card
– Top-up cards are widely available at ananda stores and partner retailers and in a variety of denominations starting from 3,000 Kyat. epin/evoucher
– You can also choose electronic options via a selection of our patners. Please check our patners at ananda.com.mm/our-partners

Once your existing plan is expired, please top up and buy a new base plan (unlimited or value) in the my ananda app. You will receive a notification on the my ananda app, or via e-mail, or via SMS before your existing plan is expired.

We encourage you to wait until your active value plan has expired, or is about to expire before buying a new plan to get the best value. If you buy a new plan before the expiry of active plan, remaining data from main balance will be rolled over but remaining bonus will be forfeited.

The priority will be the base plan first, followed by the bonus data. Data will be consumed based on the following hierarchy:

1) Add-ons
2) Base plan
3) Bonus

Devices: mifi

Once mifi is switched on, Wi-Fi network name (SSID) and 8-digit Wi-Fi password can be viewed on screen by pressing the power button.

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the mifi device admin page.
3. Enter “admin” as the password.
4. Select: Settings > Wi-Fi Settings > Basic settings
5. Enter a new name and new password of your choice.
6. Select “Apply”, then log out.

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the device management web interface.
3. Enter “admin” as the password.
4. Select: Settings > Device Settings > Account Management
5. Enter a new password.
6. Select “Apply”, then log out.

The ananda mifi comes with a 2050 mAh battery. For regular browsing it lasts 8-10 hours. For heavy usage it lasts 3-4 hours. On stand-by, it lasts 100-120 hours.

The ananda mifi battery take approximately 2-3 hours to charge fully.

Up to 10 people or devices can connect to the mifi simultaneously.

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the mifi device admin page.
3. Select: Settings > Device Settings > Reset
4. Select “restore factory settings”. Alternatively, press and hold the “reset” button, found on the side of the mifi inside the back cover, and the mifi will be restored to default factory settings.

Yes, your device is covered against manufacturer defects under warranty for 12 months from the date of purchase and 6 month for battery. If you are experiencing problems, please bring your ananda mifi to your nearest ananda store. Search for your nearest store in the my ananda application (Login/More/Store map). For detailed warranty T&Cs, please refer to the section of the FAQs below that refers to your device specifically.

Once you have fully charged your device, the battery indicator bar will show as full.

No. You only need to download the my ananda app.

Press and hold the power button until the screen turns blank.

Only someone who has the password can connect to your mifi network. As long as you have enabled your wireless security and set a new password, your hotspot should be secure.

In case of loss or damage to the mifi, please contact ananda Customer Care on 09 96 9787878 or visit one of our stores for support. Please report your SIM as lost to avoid fraud.

No. Your mifi only support an ananda SIM.

– 12 months for the mifi device
– 6 months for the battery
– The warranty starts from the data of purchase by the customer

The following manufacturer defects are covered in the device warranty:

1. No Wi-Fi signal
2. Unable to switch on
3. Unable to charge
4. Unable to connect to network
5. Automatically shuts down
6. Button failure
7. Device over-heating
8. USB connection not working
9. USB connection loosened
10. Screen not functioning
11. Battery not working

The following defects are not covered in the device warranty:

1. Use of the Product in a manner contrary to instructions of the manual;
2. End-User’s misuse, abuse, negligence or accident;
3. Disassembling or repair without ananda’s prior authorization;
4. Spills of food or liquid, fall, or burning of printed circuit board;
5. Defect or damage arising from force majeure;
6. Normal wear and tear;
7. IMEI/serial number of Product or accessory has been removed or altered;
8. Defect arises out of the warranty period of the Product;
9. Impact damage / screen crack;
10. Sun and heat damage;

Bring the device to your nearest ananda experience store.

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the device management web interface.
3. Enter “admin” as the password.

Log in to the device management web interface > Information > Connected User

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the mifi device admin page.
3. Enter “admin” as the password.
4. Select: Settings > Device Settings > Account Management
5. Enter a new password.
6. Select “Apply”, then log out.

Log in to the mifi device admin page > Information > Device Information

1. Make sure you are connected to the mifi’s Wi-Fi signal.
2. Type http://192.168.1.1 into your browser to go to the mifi device admin page.
3. Select: Settings > Device Settings > Reset.
4. Select “restore factory settings”. Alternatively, press and hold the “reset” button, found on the side of the mifi inside the back cover, and the mifi will be restored to default factory settings.

Log in to the mifi device admin page > Settings > Device Settings > Reboot mifi

The optimum power adapter to use to charge the ananda mifi is:
Input: AC100V-240V ~ 50/60Hz 0.25 A
Output: DC5V 1000mA

Devices: router

The router connects to the ananda 4G+ network via the ananda SIM, and then wirelessly shares this data connection with nearby, Wi-Fi-enabled devices such as laptops, smartphones, tablets etc.

Up to 32 devices can connect to the router simultaneously.

1. Switch on your device (eg. smartphone, laptop).
2. Select the router network name (SSID) from the list of available networks.
3. Enter the password (Wi-Fi key) The network name (SSID) and password (Wi-Fi key) are found on the bottom of the router.

Network name (SSID) and password (Wi-Fi key) are written at the bottom of the router.

1. Make sure you are connected to the router’s Wi-Fi signal.
2. Type http://192.168.8.1 into your browser to go to the device management web interface.
3. Enter SSID and password (found on the bottom of the router).
4. Select: Settings > WLAN > WLAN Basic Settings > Change SSID and WPA pre-shared key.
5. Enter a new name and new password of your choice.
6. Select “Apply”, then log out.

1. Make sure you are connected to the router’s Wi-Fi signal.
2. Type http://192.168.8.1 into your browser to go to the router device admin page.
3. Enter SSID and password (found on the bottom of the router).
4. Select: Settings > Modify Password > Enter current password.
5. Enter a new password.
6. Select “Apply”, then log out.

Insert ananda SIM card into the SIM card slot and connect the power adapter to the Huawei B310 router. The router will turn on automatically and search for the ananda 4G+ mobile network. Note: Do not insert or remove the SIM card when the router is running, as this may affect the performance or damage the SIM card.

No. You only need to download the my ananda app.

1. Make sure you are connected to the router’s Wi-Fi signal.
2. Type http://192.168.8.1 into your browser to go to the router device admin page.
3. Select: Settings > Restore Default > Restore.

No. The router requires a power adapter as a power source.

In case of any issues with the router, please try the following solutions:

1. Restart the router.
2. Refer to the help section of the my ananda application or the website.
3. Restore the router to its factory settings.
4. Contact ananda Customer Care via the my ananda application for live chat, Facebook messenger, Viber or call.
5. Take your router to an ananda store.

Yes, your device is covered under warranty for 12 months from the date of purchase (3 months for power adapter). To claim the warranty, both the original receipt and the Huawei Warranty Card are required. For detailed warranty T&Cs, please refer to the section of the FAQs below that refers to your device specifically.

Only someone who has the password can connect to your router network. As long as you have enabled your wireless security and set a new password, your hotspot should be secure.

Please contact ananda Customer Care via the my ananda application, Facebook messenger, Viber or call us at 09 9787878, or visit one of our stores for assistance.

In case of loss or damage to the router, please contact ananda Customer Care at 09 96 9787878 or visit one of our stores for support. Please report your SIM as lost to avoid fraud.

No. Your router only support an ananda SIM.

– 12 months for the router device
– 3 months for power adapter
– The warranty starts from the data of purchase by the customer
– To claim the warranty, both the original receipt and the Huawei Warranty Card are required.

The following manufacturer defects are covered in the device warranty:

1. No Wi-Fi signal
2. Unable to switch on
3. Unable to connect to network
4. Automatically shuts down
5. Button failure
6. Device over heating
7. USB connection not working
8. USB connection loosened
9. Buttons not lighting up
10. Power socket connector not working

The following defects are not covered in the device warranty:

1. Use of the Product in a manner contrary to instructions of the manual;
2. End-User’s misuse, abuse, negligence or accident;
3. Disassembling or repair without Huawei’s prior authorization;
4. Spills of food or liquid, fall, or burning of printed circuit board;
5. Defect or damage arising from force majeure;
6. Normal wear and tear;
7. IMEI/serial number of Product or accessory has been removed or altered;
8. Defect arises out of the warranty period of the Product;
9. Impact damage / screen crack;
10. Sun and heat damage.

Bring the router device, Huawei warranty card and original receipt of purchase to an ananda store or Huawei service centre:

Mandalay 78th st, Bet: 27th & 28th Street, Mandalay, Myanmar
Yangon No(20), Room(2) Hnin Si Street, Boelein Aungmingalar quarter, Tarmwe Township, Yangon, Myanmar

1. Connect to the router’s wireless network.
2. Type http://192.168.8.1 into your browser to go to the router device admin page.
3. Log in by entering user: admin and password: admin

1. Make sure you are connected to the router’s Wi-Fi signal.
2. Type http://192.168.8.1 into your browser to go to the router device admin page.
3. Enter SSID and password (found on the bottom of the router).
4. Select: Settings > Modify Password > Enter current password.
5. Enter a new password.
6. Select “Apply”, then log out.

Log in > Settings > System > Device Information

Log in > Settings > System > Restore Defaults

Log in > Settings > System > Reboot

Devices: rental

Router and mifi devices are now available for rent, and signing a contract. The router rental contract duration is 12 months, the mifi rental contract duration is 6 months. To find out more about device rental, please visit ananda.com.mm/shop/devices.

Renting a device is simple. Visit an ananda experience store to enquire about device rental. The rental contract for a router is 12 months, and for a mifi is 6 months. To rent a device, you must first buy an unlimited30 plan. You will then need to pay a deposit of 55,000 Ks for a router, or 35,000 Ks for a mifi, and the 35,000 Ks for an unlimited30 plan.For more information about the terms and conditions of rental, please visit ananda.com.mm/shop/devices.

The rental contract duration is 12 months for a router, and 6 months for a mifi.

You can rent a device at all ananda experience stores.

If you don’t want to rent the device anymore, you can return the device and claim the deposit back.

You can return your device to an ananda experience store, together with all original packaging and accessories.

Please refer to the returns policy to understand whether you are eligible for a full refund:
– Get the full deposit back if you return your device within 7 days of purchase.
– Get the full deposit back if you return your device after the end of the contract period. You must purchase a 30 day plan every month to eligible to get the deposit back.
– Refurbishment fee (10,000 Ks for router, 5,000 Ks for mifi) will be deducted from your deposit if you return your device AFTER 7 days, but BEFORE the end of the contract.

Please note:
– The device must be returned with all original packaging and accessories (charger, device & SIM) in good condition or the deposit will be forfeited.

Rent to buy:
– Buy an unlimited30 plan every month for the duration of your contract and keep your device at the end of the contract period.

If the device is not working during the rental period, you can bring the device to your nearest ananda experience stores where a member of ananda staff will help you.

There is no rental fee to rent the device.

If you return the device before the contract end, you will be charged a refurbishment fee of 10,000 Ks for a router and 5,000 Ks for a mifi.

The deposit will be forfeited if you do not buy a 30 days plan every month during the contract period.

myananda app

Yes. You can use any network to access the myananda app. There are no data charges when using the myananda app on the ananda network.

Around 40MB for both Android and iOS.

Fair Usage Policy (FUP)

We are committed to ensuring our customers have the best internet experience at affordable prices in the market. To achieve this goal, we provide a contended internet service. This means our Internet bandwidth (capacity) is configured to be shared by all our customers at any one point in time, to ensure we provide a satisfactory and acceptable performance on an equal basis to all our customers. However, a small number of customers use more than their “fair share” of the Internet bandwidth provided by us, using a disproportionate amount of Internet bandwidth. These customers degrade the experience for others by taking bandwidth away from other customers, who use the service fairly. Our Fair Usage Policy is to ensure that all customers are using a fair amount of bandwidth as apportioned fairly for the best experience on our network.

The policy defines fair usage levels for all of our unlimited data plans. The total fair usage threshold varies from plan to plan; on the unlimited7 plan the threshold is 50GB in 7 days, on the unlimited30 plan it is 300GB in 30 days, and on the unlimited90 plan, it is 300GB in 30 days and total 900GB for 90 days. You can enjoy unlimited data with full speed within the FUP threshold. You will experience reduced speed once FUP threshold is reached.

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