A Set-Top Box or other Vianet-provided device may require replacement if:
- It has a technical or hardware fault.
- It does not power on.
- Troubleshooting does not resolve the issue.
- The Vianet technical team confirms that replacement is required.
Vianet-provided devices have a 6-month warranty period from the date of installation/provisioning, subject to applicable warranty terms.
Physical damage is not covered under the warranty.
No. Physical damage is not covered under the 6-month warranty.
This may include:
- Broken or cracked parts
- Damage caused by impact or dropping
- Water/liquid damage
- Damaged ports or connectors
- Other externally visible physical damage
Applicable replacement charges may apply.
If you believe your STB is faulty:
- Try the relevant ViaTV troubleshooting steps.
- Contact Vianet Support if the issue continues.
- Provide your Customer ID and details of the problem.
- The technical team will assess the device.
- Replacement will be arranged if required.