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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.

All pricing is subject to the addition of applicable taxes.

Upon enrollment, an initial payment equivalent to one full month of service is required. In the event enrollment is after the 1st of the month, the first month of service will be pro-rated from the enrollment date to the last day of the month. This results in a partial use of the initial payment, leaving a credit on the account. The credit will then be applied to the following full calendar month, and the remainder of the month's service fee billed on the corresponding statement. All subsequent months are billed as full calendar months (1st to last day of the month).

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 payments (whether NSF, closed bank account, frozen funds, etc.)

Should you have any questions regarding how initial payments, partial pro-rated amounts, or monthly billing works, please contact Customer Service at 1-800-788-0363 ext 2.

Subject to some restrictions, payment options include:

  • Automatic bank withdrawal
  • Automatic credit card debit (Visa, Visa Debit, Mastercard and American Express)
  • MyAccount (Visa, Visa Debit, and Mastercard)
  • 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 by the 5th of the month (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. If your email address has changed, please notify Customer Service to update your account records.

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.

If the full balance of an overdue account is paid through the My Account portal, the account is unlocked immediately, and the $10 reactivation fee is waived.

Plan changes are processed on the 1st of each month. Please submit any plan change requests before the beginning of the month. Plan changes can be made by contacting Customer Service by phone at 1-800-788-0363 ext 2. Customer service can also be reached through email, and selecting “Billing Support”.

Vianet requires 10 days notice, by phone at 1-800-788-0363 ext. 2 or email, and selecting “Billing Support”, for change of address requests to ensure minimal disruption of your internet service.

In the event of a change of email address, please notify our Customer Service department promptly, to ensure accuracy for statement delivery. It is the responsibility of the customer to ensure we have up to date information to deliver monthly statements.

All seasonal suspensions will take effect on the last day of the current billing month. Seasonal suspensions are available for a minimum of two (2) months, to a maximum of six (6) months, at which time regular billing resumes. 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 two (2) months in advance to ensure that your account is adjusted according to your needs. Certain restrictions apply. Contact Customer Service at 1-800-788-0363 ext. 2 for details.

An email only service is also available for a fee of $5.00 per month.

Cancellations are processed at the end of each month. Vianet requests 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.

Accounts with equipment not returned or paid for within the next calendar month following cancellation, will be sent to collections. Accounts sent to collections will be charged associated collection agency fees.

Processing 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 Customer Service at 1-800-788-0363 ext. 2 or by email, and selecting “Billing Support”.

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