When VilaNet shows Plan suspended, the plan is paused because of BitTorrent use. The app shows the earliest time the pause can end. Wait until that time, or contact support.
What to do
- Check that the screen says Plan suspended, and write down the earliest end time the app shows.
- Before that time, tapping Connect again and again is not how the pause ends.
- After the time shown in the app, try once using the steps for a failed connection: confirm ordinary internet works, then choose Fastest under Auto-Select once.
- If the plan is still suspended after that time, or you cannot read the time, contact support and include the time and status the app shows. Open Contact Support from Menu with Include app diagnostics on. For an account issue, sign in and open a ticket. See Contact support and how to attach diagnostics.
How to tell it is fixed
The app no longer shows Plan suspended. A normal connection then reaches Connected, and ordinary websites load.
This is not every connection failure
- The screen does not say Plan suspended, and VilaNet simply will not connect: see why VilaNet cannot connect.
- The screen does not say Plan suspended, but speed is suddenly very low after BitTorrent use: see how long the BitTorrent speed limit lasts. A speed limit has its own durations.
- VilaNet is connected but pages do not load: see Connected, but pages do not load.
Still not working?
Tell support the earliest end time shown in the app, the selected server, and whether BitTorrent is still in use. Refunds follow the terms and the existing refund article.
The same pause note is in Cannot connect.