If your internet service remains unavailable for more than 24 consecutive hours due to a technical issue within Vianet’s network, you may be eligible for a service extension.
If your internet service remains unavailable for more than 24 consecutive hours due to a technical issue within Vianet’s network, you may be eligible for a service extension.
You may qualify if:
- Your service was continuously down for more than 24 hours.
- The issue was caused by Vianet’s network.
- Your package is covered under the Service Assurance policy.
- Power outages at your location
- Customer equipment issues
- Natural disasters
- Upstream provider failures
- Slow internet performance where connectivity is still available
Request compensation by opening a support ticket through:
- Customer Web Portal
- Vianet Mobile App (Android or iOS)
Please mention that you are requesting Service Compensation.