Service Quality and Availability
High traffic usage on the subscriber's Internet connection may affect the quality and availability of the VOIP service. Outages of the subscriber's Internet connection will result in lack of VOIP service. Vianet cannot guarantee uninterrupted operation of the service.
Notification of vTone VoIP 9-1-1 Service Limitations
Vianet provides VoIP 9-1-1 service to every vTone subscriber. This service
capability is included in the price of your vTone service.
VoIP 9-1-1 service is different from Enhanced 9-1-1 service. VoIP 9-1-1
service is delivered over a broadband Internet connection whereas Enhanced
9-1-1 service is delivered over a traditional telephone line connection.
There are important limitations relating to VoIP 9-1-1 service that you
should know about. These limitations include the following:
VoIP 9-1-1 service may not be available during an electrical power outage
and will not be available during a broadband Internet outage. VoIP 9-1-1 calls are sent to a call centre for screening and routing to
the correct emergency response center (also known as the Public Safety Answering Point or PSAP). This is different from Enhanced 9-1-1 service
where the call is sent directly to the appropriate PSAP. Due to the nomadic nature of vTone service (meaning that the service can be moved to
any location that has high speed access to the Internet), a caller must
identify his or her location to the operator that answers the 9-1-1 call in
order for the call to be routed to the correct PSAP and for emergency
services to be dispatched to the correct location. Subscribers of Vianet's vTone service are required to ensure that all
potential users of the subscribers vTone line understand the 9-1-1 service
limitations identified in this notice.
Limitation of Liability
Neither Vianet Internet Solutions nor any of its affiliates, directors,
officers, employees, agents or underlying third party service providers
shall be held liable for any injury, death or damage to persons or property,
arising directly or indirectly out of, or relating in any way to the
provision of Vianet's vTone service, including without limitation any
inability on your part to access VoIP 9-1-1 service or any other emergency
9-1-1 service, and you hereby waive any and all such claims or causes of
action arising out of or from the absence, outage or failure of vTone
service and VoIP 9-1-1 service.
You agree to defend, indemnify and hold harmless, Vianet Internet Solutions
and its respective employees, affiliates, directors, officers, agents or
underlying third party service providers from and against any liabilities,
claims, losses, damages, penalties, fines and expenses (including, without
limitation, legal fees and expenses), by or on behalf of you or any third
party or user of your vTone service relating to the absence, outage, failure
or degradation of the voice quality of the vTone service, including without
limitation the inability to be able to dial 9-1-1 to access emergency
services, the inability to complete a 9-1-1 call, the inability to correctly
route a 9-1-1 call to the appropriate PSAP or to correctly dispatch
emergency services to the location from which the 9-1-1 call originated.
User tips to remember when placing a 9-1-1 call from a vTone phone line:
- As indicated above, a VoIP 9-1-1 call is not routed directly to a PSAP. A
VoIP 9-1-1 call is first sent to a call center for screening before it is
routed to the correct PSAP.
- When you dial 9-1-1, you must be prepared to provide your location and
callback number to the operator who answers your call since the operator may
not have this information.
- If you are not able to speak when you dial 9-1-1, the operator who answers
your call may assume that you are located at the address you registered with
Vianet. For this reason, it is important to ensure that your address
information that you registered with Vianet remains up to date if you move
from one location to another. Vianet's vTone subscribers should call their
local Vianet office to update their address information.
- When you call 9-1-1 do not hang up unless you are told to do so. If you
are disconnected, call back the 9-1-1 number immediately.
- vTone service and VoIP 9-1-1 service may not be available in an electrical
power outage and will not be available during a broadband Internet outage.
- Please ensure that you understand the 9-1-1 limitations of your vTone VoIP
service and that you inform all potential users of your vTone VoIP line of
Long Distance Service
The account holder is responsible for all long distance calls and charges resulting from the use of Vianet's VoIP service, Vianet's Calling Card Service, or any third party service. We advise that you check your online call detail records on a monthly basis to ensure that all charges are correct. it is important to keep your PIN private. Contact your local office to change your PIN.
International rates are subject to industry changes. Our International rates are effective for one calendar month. All our International rate changes will take effect on the first 1st day of every month. Not all International rates will change and rates to cellular phones may be different than those to landline phones.
For technical assistance please contact our help desk 7 days a week during the hours of 8 a.m. to 1 a.m. You may dial 6-1-1 direct from your vTone line or call toll free 1-800-788-0363.
Cancelling your Service
Cancellations are processed at the end of each month. Subscribers who wish to cancel both their VOIP service and their Internet service must provide notification 10 days before the end of the month to ensure timely disconnection of hardwire facilities. Dedicated business connections require 30 days notice for cancellation. Please provide a hard copy cancellation request by email, fax or regular mail. Cancellations will not be accepted by telephone. Hardcopy cancellation will be confirmed with a phone call. Voicemail cancellations will not be processed. Please request a cancellation reference number. For your convenience you may email email@example.com.
Conditions of Service
Equipment Rental Conditions
The equipment provided by Vianet remains the property of Vianet, except for any equipment that
is purchased and paid for by the customer, which is not returnable or refundable. The customer is responsible to ensure that
the equipment is protected from defacing, tampering or damage. The customer is responsible for any Vianet equipment that is
provided to run their service and agrees to reimburse Vianet for the full cost of the repair or replacement should the
equipment be lost, stolen, unreturned, destroyed or damaged, including without limitation damage caused by lightning or any
other type of electrical surge. It is the responsibility of the customer to arrange and return all equipment, including power
supply and cables within 72 hours of their disconnection date or within 15 days after a demand for its return has been made.
The customer irrevocably authorizes Vianet to charge them for the full replacement cost of the equipment, which amount shall
be at the sole discretion of Vianet, provided such amount shall not exceed $250 plus applicable taxes, using the authorized
monthly payment plan option provided.