A device may need to be replaced if it is:

• Not powering on or functioning properly
• Faulty or damaged
• Causing repeated connectivity issues
• Physically damaged
• Confirmed by Vianet’s technical team to require replacement

Before requesting a replacement: Try the relevant Self Help troubleshooting steps first. If the issue continues, contact Vianet Support for assessment.

Depending on your service and the issue, replacement may be applicable for Vianet-provided equipment such as:

• Fiber Wi-Fi Device / ONU
• Set-Top Box (STB)
• Remote Control
• Other Vianet-provided equipment, where applicable

Replacement eligibility is subject to technical assessment.

You can also track the progress of your ticket anytime.

You can request a replacement by:

• Trying the relevant Self Help troubleshooting steps.
• Contacting Vianet Customer Care if the issue continues.
• Raising a Support Ticket through the Vianet Customer Web Portal or Vianet Mobile App (Android or iOS).
• Providing the required details so the technical team can assess the issue.
• Following the instructions provided by the Vianet team.

A replacement will be arranged if the technical assessment confirms that replacement is required.

Device replacement is generally subject to technical assessment.

Our team will first determine whether the issue can be resolved through troubleshooting or configuration. If the device is found to be faulty or replacement is required, the replacement process will be initiated.

Yes. If the device is being replaced, the existing Vianet-provided equipment may need to be returned to Vianet.

Please keep the device and its accessories safely until the replacement/collection process is completed.

Device replacement is covered under a 6-month warranty period, provided the device has a technical or hardware fault and is not physically damaged. No replacement charges will apply during the warranty period for eligible warranty-related faults.

The warranty becomes void in case of physical damage, loss, or damage caused by improper handling. In such cases, applicable replacement charges may apply.

For devices requiring replacement after the warranty period, applicable charges will depend on the device and Vianet’s prevailing replacement policy.

Any applicable charges will be communicated before the replacement is completed.

Before requesting a replacement:

• Check whether the device has power.
• Check the Power, PON and LOS indicators.
• Check the fiber connection.
• Restart the device.
• Check whether the issue occurs on multiple devices.
• Follow the relevant Internet Self Help instructions.

If the issue continues, contact Vianet Support for technical assessment.

The device should only be replaced if the technical team determines that replacement is required.

Try the basic ViaTV troubleshooting steps first:

• Check the power connection.
• Check the HDMI connection.
• Select the correct HDMI input.
• Restart the Set-Top Box.
• Check whether other channels/content are working.
• Check the remote control and batteries.

If the issue continues, contact Support. The technical team will determine whether the STB needs troubleshooting, configuration or replacement.

The replacement timeline depends on:

• Technical assessment
• Device availability
• Customer location
• Field-team availability
• The type of equipment being replaced

Our team will provide the applicable next steps after your replacement request has been assessed.

Device replacement is subject to the equipment assigned to your service and Vianet’s current device/upgrade policy.

Upgrading the equipment is available at additional cost., contact Customer Care to check the available options and applicable charges.

Please keep the following information ready:

• Customer ID
• Registered mobile number
• Device/equipment details, if available
• Description of the problem
• Photos of physical damage, if applicable
• Previous Support Ticket number, if any

This helps the support team assess the issue more quickly.

Contact Vianet Support and provide details of the damage.

The device may be inspected by the relevant team before replacement. Applicable replacement charges may apply depending on the nature of the damage and Vianet’s current policy.

Contact Vianet Customer Care as soon as possible.

The team will verify the service and equipment details and explain the applicable replacement process and charges.

We recommend not replacing Vianet-provided equipment with a third-party device without checking with Vianet first, as compatibility and service configuration may be affected.

Contact Vianet Support to confirm the appropriate equipment for your service.

Vianet-provided devices are covered by a 6-month warranty from the date of installation/provisioning, subject to applicable warranty terms. Physical damage is not covered under the warranty.