Aaja Ko Problem, Aajai Fix!
At Vianet, your problems don’t wait. Get same-day support with Vianet.
Internet problems shouldn’t keep you waiting!
With Aajai Fix, Vianet’s same-day technical support feature, we aim to resolve your internet-related technical issues on the very same day.
Simply register your support ticket before 5:00 PM, and our team will prioritize resolving your issue that day, either remotely or through an on-site technician visit when required.
Simple & Fast Process
How Does Aajai Fix Work?
Report Your Problem
Register an internet-related technical support ticket before 5:00 PM through Vianet’s official support channels.
We Get to Work
Our support team will troubleshoot your issue remotely or arrange a technician visit if required.
Same-Day Resolution
We’ll make every reasonable effort to resolve your issue on the same day so you can get back online as quickly as possible.
Eligibility & Availability
Who Can Enjoy Aajai Fix?
Aajai Fix is available to all Vianet internet customers, across all packages, for eligible technical problems on existing connections.
The feature is available on weekends and public holidays too, except Dashain Tika and Bhai Tika.
Got Questions?
Frequently Asked Questions
1. Is my internet guaranteed to be fixed on the same day?
Our goal is to resolve eligible technical issues reported before 5:00 PM on the same day. However, exceptional circumstances such as adverse weather, complex technical faults or major network disruptions may cause delays.
2. What if I report my problem after 5:00 PM?
You can still contact our support team. However, the same-day resolution target applies only to tickets registered before 5:00 PM.
3. Is Aajai Fix available on weekends and public holidays?
Yes! Aajai Fix is available on weekends and public holidays, except Dashain Tika and Bhai Tika.
4. How can I check when my support ticket was registered?
Simply log in to your Vianet Mobile App, visit the Support section and view your active support tickets along with their registration dates and times.
5. What happens if my issue cannot be resolved on the same day?
Our support team will continue prioritizing your issue and make reasonable efforts to keep you informed about the progress and next steps.
Policy Guidelines
Terms & Conditions
1. Same-Day Support Eligibility
- Aajai Fix applies to eligible technical support tickets registered before 5:00 PM Nepal Standard Time.
- The ticket must be registered in Vianet’s official support system.
- Tickets registered at or after 5:00 PM will continue to receive support and will be prioritized for resolution the following day, where applicable.
- The feature is available on weekends and public holidays, except Dashain Tika and Bhai Tika.
2. Scope of Service
- Aajai Fix applies to eligible technical faults on existing Vianet connections across all internet packages.
- It covers internet connectivity issues, service interruptions and other technical faults.
- Resolution may be provided remotely or through an on-site technician visit, depending on the nature of the issue.
- The feature does not cover new installations, device upgrades, Mesh/STB installations, payment or bill verifications, equipment deliveries or other non-technical service requests.
3. Conditions and Exceptions
Vianet makes every reasonable effort to resolve eligible technical issues on the same day. However, resolution may be delayed due to:
- Heavy rainfall, flooding, landslides, natural disasters or adverse weather conditions that affect safe technical operations.
- Widespread network outages, infrastructure damage or major service disruptions.
- Complex technical faults requiring additional time, equipment or infrastructure work.
- Customer unavailability or inability to access customer premises.
- Disruptions caused by third parties, restrictions imposed by authorities or other circumstances beyond Vianet’s reasonable control.
4. Delayed Resolution
If same-day resolution is not possible, Vianet will make reasonable efforts to inform the customer, provide updates and prioritize resolution as soon as reasonably possible.
5. Service Assurance and Compensation
Aajai Fix is a same-day service-resolution objective, not an unconditional guarantee.
Missing the same-day target does not independently qualify customers for additional automatic compensation.
Customers experiencing prolonged internet downtime may qualify for a service extension under Vianet’s existing 24-Hour Service Assurance Policy, subject to its eligibility conditions.
6. General Conditions
- The official ticket registration time recorded in Vianet’s support system determines eligibility.
- The same-day support commitment is subject to the conditions and exceptions mentioned above.
- Vianet may update these terms prospectively, subject to applicable laws and regulatory requirements.
Aaja Ko Problem, Aajai Fix!
Internet Problem? We’re Here to Help!
Experience support that puts your connectivity first.
Or register your support ticket through the Vianet Mobile App or Customer Web Portal.