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Our skilled CSRs are available to assist you with any concern. If your concern is still an issue after speaking with one of our CSRs you may ask to speak with a Complaint Resolution Officer. If you are still not satisfied you may contact the CCTS.

An initial payment equivalent to one full month of service is required upon enrollment. If the enrollment date is after the 1st of each month, that month's fee is pro-rated from the enrollment date to the last day of the month. Since the pro-rated fee will be less than the initial payment, a credit balance will result. This credit balance will be deducted from the second month's full monthly fee.

Monthly fees are generated on the 1st of each month to cover service from the first to the last day of the current month.

Automatic credit card and bank withdrawals are processed on the 10th.

A $30 service charge is levied for returned schedules (whether NSF, closed bank account, frozen funds, etc.)

Subject to some restrictions, payment options include:

  • MyAccount
  • Automatic bank withdrawal
  • Automatic credit card debit (Visa, Visa Debit, Mastercard and American Express)
  • PC / internet, ATM or Telephone banking
  • By mail or in person at any Vianet office

Banking or credit card information changes for the current month's withdrawal must be received 5 days prior to withdrawal date.

Commercial customers wishing to set up Electronic Funds Transfer ( EFT ), or individuals interested in making changes to their billing information, should contact Vianet at 1-800-788-0363.

Statements are emailed within the 1st week of each month to cover service from the first to the last day of the current month. It is important to review your monthly statement and verify that all information is correct.

Statements are dated the 1st of the month. The due date for the balance owing is the 10th of the month.

Accounts are due on the 10th of the month. You will be notified by email if your account has not been paid by the 10th of the month.

If payment has not been received on the 1st of the following month the account will be suspended/locked-out until payment has been made. At this point, your account has not been cancelled. Charges will still be applied to your account. Once full payment has been made, your account will be reactivated. A $10 fee may apply to reactivate the account.

Plan changes are processed on the 1st of each month. Please submit any plan change requests before the beginning of the month.

Vianet requires 10 days notice, by phone or email for change of address requests to ensure minimal disruption of your internet service.

Your internet service can be put on hold for a maximum of 30 days but is subject to certain restrictions. Please contact Vianet for further information.

An email only service is also available for a fee of $5.00 per month. This will allow you to keep your current username/email address and re-activate internet service at your discretion.

All seasonal suspensions will take effect on the last day of the current billing month. Depending on third party policies seasonal suspensions may or may not be available and rates may vary for this service. It is best to contact Vianet 2 months in advance to ensure that your account is adjusted according to your needs. Certain restrictions apply. Contact Vianet for details.

Cancellations are processed at the end of each month. Vianet requires a minimum of 10 days notice for cancellation of all residential services. Services on contract may require 30 days notice, so review your contract for the cancellation policy. Business connections require 30 days notice for cancellation. Please be advised that all rental equipment, including power supplies, cables and filters, must be returned within 5 days of the cancellation date in full working condition and free of damage. Rental equipment should be shipped to, or dropped off at any Vianet office. Please contact Vianet at 1-800-788-0363 ext. 7208 for more information about return shipping of rental equipment. Charges for unreturned or damaged equipment will be applied to accounts within the next billing cycle.

Activation fee is non-refundable once services have been confirmed ordered.

Should you have any questions or concerns about the billing of your account, please contact us.

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