How to use Vianet Customer Portal
1. How to Login to your Customer Web Portal?
- Go to out website viadev.vianet.com.np and click on “Login Button” at the top right of the page
- Enter your Vianet Customer ID and Password.
If you have forgotten your password, please visit this section for instructions: “How to reset your password for Customer Web Portal if you have forgotten your password?”
If you do not know your customer ID, please kindly reach out to our Call Centre at 01-5970444 or 9801046410. - You should now be logged in to Vianet Customer Web Portal.
2. How to reset your password for Customer Web Portal if you have forgotten your password?
- Go to our website viadev.vianet.com.np and click on “Login Button” at the top right of the page
- Click on the “Reset Password” Option:
- Enter your Customer ID and your primary mobile number registered with your Vianet account.
If you do not know your Customer ID or the primary mobile number registered with your account, please kindly call our Call Centre at 01-5970444 / 9801046410 for assistance. - Click on “Reset Password”. You should then receive an SMS on your registered number with the new password.
We recommend that you change the password to one that you can remember. To learn more on how to change your Customer Web Portal account password please visit the section: “How to change your password for Customer Web Portal?”
3. How to change your password for Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Account Settings” option in the side menu:
- Click on the “Update” button in the “Change Password” section:
- Enter the fields as shown in the page.
- Your password should now be changed.
4. How to Renew and Pay Online using Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal? - Click on the “Internet” icon on the dashboard to view the details of the Internet services you are currently subscribed to. If you are subscribed to only one, the service details of your internet connection will open.
- You are now at the Internet Service Details page. You can view details of your internet package subscription here. Please check your current expiry date on the top left circular icon that mentions “Expires in XXXX-XX-XX”.
Internet accounts expire at 12am of the date of expiry. - To renew your account click on the “Renew” button:
- You are now at the Renew page.
- Select the Internet service which you want to renew. This is useful for customers who have multiple internet service associated with their account. If you have only one, it will be automatically selected.
- Select the package you want to renew. Description regarding the package selected will be automatically displayed right below the package selected.
You can also check out information on the latest offer by clicking on the “Check our Latest Offers” button.
- Review the order details of the package selected in the “Order Details” section on the top right of the Renew page. Your order details will automatically update as per your renewal package selected in Step 7.
- If you have Vianet Reward Points, you can use your Reward Points here to discount your Internet bill. If you do not have any reward points, please proceed to Step 10.
Click here to learn about Reward Points and how it can be earned.
Your reward points is displayed at the top of the Customer Portal:
Click on the “Use Discount” button, and system will automatically discount the maximum reward points that can be discounted based on the reward points you have and the total bill amount.
Please note that reward points can only be used to discount a maximum of 50% of the total bill amount.
Select payment option, “Pay Now” or “Pay Later”.
If you would like to pay online using services such as eSewa or direct ATM Card payment, please select “Pay Now” and proceed to Step 11.
If you would like to only renew for now and pay later at outlet, bank or online, please select “Pay Later”. Please kindly ensure to make payment within 24 hours of renewing your account selecting the “Pay Later” option as your Internet will only be active for 24 hours before getting disabled for non-payment.
Please note that you can only renew when selecting “Pay Later” option if your account is expired. You cannot renew your account before the account has expired when selecting the “Pay Later” option.
You can check your account expiry information as described in Step 4.
As Internet service expires at 12am of the expiry date, we recommend to use the “Auto-Renew” feature which automatically renews your account upon expiry. To turn on Auto-Renew go to renew option box as shown in Step 4 and turn on “Auto-Renew” button.
- If you have selected the “Pay Now” option, please kindly select one of the various Payment Gateways available. Then click on “Proceed” button.
Instructions will then be provided on the screen for you to make payment.
Once the payment is completed, your account will be renewed and paid. - If you have selected the “Pay Later” option, you can click on the “Proceed” button to complete renewal. If you would like to pay online after renewing your account by selecting the “Pay Later” option, simple go to the dashboard of the Customer Portal and click on the “Pending Bills” icon.
Your list of Pending bill will be shown. Click on “View” button for the bill you would like to pay online:
Select any of the Payment Gateway available to pay your bill online:
Please kindly follow the instruction on your screen after Payment Gateway selection to complete payment.
5. How to pay your pending bills online using Customer Web Portal?
- Login to Vianet Customer Portal
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Pending Bills” icon on the Dashboard.
- Your list of Pending bill will be shown. Click on “View” button for the bill you would like to pay online:
- Select any of the Payment Gateway available to pay your bill online:
- Please kindly follow the instruction on your screen after Payment Gateway selection to complete payment.
6. How to Enable your Internet Account after it has been disabled due to pending dues using Customer Portal?
Please note that Customer Web Portal works even when your service is disabled.
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Internet” icon on the dashboard.
If you have multiple internet services, it will prompt you to select the Internet Service you want to view details of. Select the one for which you want to Enable and proceed.
- Click on the “Enable” button on the screen.
Please note that if the “Enable” button is not visible, it means your Internet is not disabled. Please do contact to troubleshoot your issue in such cases.
- Your Internet account will now be enabled. You should receive a pop-up notification informing you that your internet connection has been enabled.
Please note your service will be active until 9:00am of the next day.
For Example, if you Enable you service on 8 April, your service will be active until 9:00am of 10 April.
Please kindly clear your dues before then.
Please note that the feature can be used one time only.
7. Can we Renew in advance, before our package has expired, using Customer Web Portal?
Yes. Please kindly visit the Section: “How to Renew and Pay Online using Customer Web Portal”.
8. How to apply Reward Point Discount when renewing your interent subscription using Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Check your reward points.
Your reward points is displayed at the top of the Customer Portal:
If you do not have any reward points: Click here to learn about Reward Points and how it can be earned. - Go to the Renew page.
If you do not know how to Renew your account, please kindly visit the Section: “How to Renew and Pay Online using Customer Web Portal”. - If you have Vianet Reward Points, you can use your Reward Points during renewal in the renewal page to discount your Internet bill.
Click on the “Use Discount” button, and system will automatically discount the maximum reward points that can be discounted based on the reward points you have and the total bill amount.
Please note that reward points can only be used to discount a maximum of 50% of the total bill amount.
9. How to apply Reward Point discount on pending bill if you have already renewed your account and have pending bill using Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Check your reward points.
Your reward points is displayed at the top of the Customer Portal:
If you do not have any reward points: Click here to learn about Reward Points and how it can be earned. - Click on the “Pending Bills” Icon on the dashboard.
- Your list of pending bills will be shown. Click on “Use Reward Points” button for the bill you want to apply Reward Point Discount.
- System will automatically discount the maximum reward points that can be discounted based on the reward points you have and the total bill amount.
Please note that reward points can only be used to discount a maximum of 50% of the total bill amount.
Click on the “Use” button to apply discount.
- You reward point discount have been successfully applied.
- You can then proceed to make payment online or at outlet for the pending bill. To make payment online simple follow the instructions below:
In the same “Pending Bills” page, click on “View” button for the bill you would like to pay online:
Select any of the Payment Gateway available to pay your bill online:
Please kindly follow the instruction on your screen after Payment Gateway selection to complete payment.
10. How to open a Support Ticket using Vianet Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Support” icon on the Dashboard:
- You are now at the Support page. You can view your list of previous and current Support Tickets here. To open a Support Ticket, click on the “Add Ticket” button.
- You can then select if you want to open a ticket for your Internet or IPTV connection.
If you have multiple internet services, you can select the Internet account service name for the internet account you want to raise the ticket for.
You can select the nature of the problem you are facing and your personal remarks as well.
Please kindly submit your ticket to open Support Ticket. - Once your ticket has been submitted. Your Support Ticket should now be visible in the Support page a shown below:
You can also see that the ticket is “Active” as indicated right below the date.
If the ticket is resolved, it will be marked from “Active” to “Closed”. - You can chat with our Technical Support team or view updates on your ticket by clicking on the “View Details” button.
11. How to manage your Fiber WiFi Device Wireless Settings such as changing WiFi Password using Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Internet” icon on the dashboard to view the details of the Internet services you are currently subscribed to. If you are subscribed to only one, the service details of your internet connection will open.
- Scroll down to the “Manage WiFi Settings” section:
Please find the description of each of the setting options below:
Device Status:
Easily know whether your ONU is ON or OFF. Online = ON, Offline = Off.
Optical Power:
Optical Power refers to the signal strength between your Fiber Wifi Device and Vianet.
Optimal optical power range is between -18 dbm and -25 dbm.
Your status light will turn red if no signal is found between your device and Vianet. This could be due to various reasons such as fiber cable unplugged from device, fiber cable damaged, fiber breakage in your area and so on. You can add a support ticket through Customer Web Portal so that we may help troubleshoot during such cases. Visit “How to open Support Ticket using Customer Web Portal?” in this page.
WiFi Channel:
WiFi Channel refers to the wireless frequency by which your Fiber WiFi Device communicates to the several devices you use to surf the Internet. If there are other wireless routers nearby using the same WiFi channel it might cause interference and disrupt wireless communication from your Fiber WiFi Device to your other connected devices which will cause slow internet performance.
You can try changing the WiFi channel so as to decrease the interference from nearby wireless routers.
Changing your WiFi Name (SSID) or Password:
SSID refers to your WiFi name. You can change your SSID by clicking on the change SSID button.
Hide SSID allows you to hide your wireless network so that it is not visible when searching for wireless network. This is effective if you want to improve the security of your WiFi. However, we only recommend advance users choose this option as connecting to a hidden WiFi (SSID) has a more complicated procedure.
You can change your WiFi (SSID) password by clicking on the “Change” button in the “Password” section. We recommend that the password be changed frequently as a security measure to not allow strangers to access your WiFi.
12. How to use Viasecure using Vianet Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Internet” icon on the dashboard to view the details of the Internet services you are currently subscribed to. If you are subscribed to only one, the service details of your internet connection will open.
- Scroll to the “Viasecure” option menu.
If you have already purchased Viasecure, or have a plan that has Viasecure bundled with it, then it will show Viasecure service details as active:
If you do not have a Viasecure active service. Then it will show yor service as expired and a “Buy” option will appear:
Click on “Buy Now” button and follow the instructions on the screen to purchase Viasecure for your connection. - Click on the Viasecure Service Icon:
You can select the nature of the problem you are facing and your personal remarks as well.
. - You can now access your Viasecure setting on this screen.
To learn more on how to use Viasecure please click on this link
13. How to use Ultraboost using Vianet Customer Web Portal?
- Login to Vianet Customer Portal.
If you do not know how to login to our Customer Web Portal, visit the instructions here: “How to Login to your Customer Web Portal?” - Click on the “Internet” icon on the dashboard to view the details of the Internet services you are currently subscribed to. If you are subscribed to only one, the service details of your internet connection will open.
- Scroll to the “Ultraboost” option menu.
- Check the amount of Ultraboost Data you currently have:
. - If you have insufficient Ultraboost Data, you can purchase Ultraboost Data by clicking the “Buy” button.
Please follow the steps on the screen to purchase UltraBoost Data. - If you have Ultraboost Data, click on the ON/OFF toggle. Switch the Ultraboost toggle to ON to activate Ultraboost mode. Switch it to Off to deactivate Ultraboost mode.
Please note it may take up to 30 secs for session to restart and customer to be switched to 100Mbps.
Please note that Ultraboost mode will remain active until customer manually deactivates it by switching the toggle to “OFF”. Ultraboost mode will automatically revert to user’s normal package once data has been exhausted.
Ultraboost mode will only work if the user’s Internet account is active and is not in expired or disabled state.