Before contacting support, please try the following troubleshooting steps:
- Check the Wi-Fi connection
- Make sure your device is connected to your Vianet Wi-Fi network name (SSID).
- Check whether the Wi-Fi signal is being received on your phone, laptop, or other device.
- If you see “Connected without internet” or a similar message, turn Wi-Fi off and reconnect to the Vianet Wi-Fi network.
- Check the router/ONU indicators
- Check whether any red light is blinking on the router/ONU.
- Check the Power, PON and LOS indicators and note their status.
- Reboot the router
- Turn off the router/ONU, wait for a few seconds, and turn it back on.
- Check the fiber cable
- Make sure the fiber cable is properly connected.
- Check that the cable is not bent, damaged, or loosely connected.
- Check the issue on multiple devices
- Check whether the internet issue occurs on other phones, laptops, or devices connected to the same Wi-Fi network.
- Check Private DNS / Open DNS settings
- On your Android phone, open Settings and search for Private DNS.
- If Private DNS is enabled or set to a custom DNS or Automatic , set it to Off and try connecting again.
- If the issue continues
- App/Web Portal: Open a support ticket.
- Call: 01-5970444 / 9801046410.
- Toll-Free (NTC): 16600188444.
- SMS: Text VIANET SUPPORT CUID to 31003.(only from NTC)
- Social Media: Contact Vianet through Facebook or Instagram.
If the issue persists after completing the above steps, Contact Vianet Support for further technical assistance.
