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Billing, Disconnection & Relocation FAQs

Viya Support for Your Payment Queries

Your bill will come to the mailing address on your account. You can also create an online account on our website. Simply create an account using your statement number and you will be able to download and/or pay your monthly statement.

Yes, you can! To make payment as quick and easy as possible, please provide the person making your payment with the following information:

  • The name of the account holder
  • The account number
  • Your billing telephone number
  • A copy of your bill

However, to ensure we keep you safe, please follow the Ways To Pay link below to find our other payment options.

>Ways To Pay




Because Viya bill in advance for your service, you may see prorated charges on your first bill. These are per day charges for the portion of service you received between the date your service was installed and the beginning of the next 30-day billing period.  Charges may vary depending on your installation date and service you have added, but generally run between 1 and ten days worth of charge.  Prorated charges will not appear on your next month’s statement.

How to Understand Your Viya Bill

Discover Viya payment options!

Relocating or Disconnecting Service

VIYA wants to make your transition to your new home as convenient as possible. Below are some helpful tips for moving:

 

If relocating to a new home in the Virgin Islands there are a few tips you should make sure to follow in order to continue your VIYA service at your new location. First, we recommend notifying the Business Office by calling 340.777.Viya (8492) approximately two weeks in advance of your move. A representative will fill out a transfer service order with your new physical and/or billing address(es). Please have your account information, correct new address and driving directions handy.

 

Installation fees will be dependent on the services you are transferring and the readiness of the lines at the new location.

The representative will also be able to help you set up a new installation appointment and determine any installation fees that will be incurred.

Cable TV Customers:

If transferring TV service please make sure to bring your box(es)/media player(s) with you to your new location.

 

Internet/Telephone Customers:

If transferring Telephone and/or Internet service, DO NOT transfer the eMTA device. This piece of equipment belongs with the residence. If there is no eMTA device already in place at the new location, one will be provided during your service installation.

 

Cable TV Customers:

If transferring TV service please make sure to bring your box(es)/media player(s) with you to your new location.

Internet/Telephone Customers:

If transferring Telephone and/or Internet service, DO NOT transfer the eMTA device. This piece of equipment belongs with the residence. If there is no eMTA device already in place at the new location, one will be provided during your service installation.

If leaving island and disconnecting your VIYA service(s), please notify the Business Office by calling 340.777.Viya (8492). Please let the Customer Service Representative know the date you would like your service(s) terminated and if the final bill should be sent to a new mailing address.

 

TV Customers:

Please be sure to return any/all boxes/media players to the Viya Business Office in order to receive a refund for the equipment deposit(s). Failure to return the equipment in the same condition it was issued will result in being billed for the replacement value of the equipment.

 

Internet/Telephone Customers:

Please DO NOT remove the eMTA device from the home. The equipment should remain plugged in as-is. Your service(s) will be deactivated through the line.

Plan to be away for an extended period of time? 

VIYA allows you to hold your service for a discounted rate.

 

Vacation Rate Policies

TV

Viya allows customers to put their TV service on hold between one (1) month and six (6) months in a consecutive 12-month period. The equipment rental, wiring and regulatory fees will be billed as usual.  A small reactivation fee will be charged to your account when you reactivate your TV service (St. Thomas/St. John: $11.99, St. Croix $10.50).

 

TELEPHONE

Viya allows customers to put their Viya Telephone service on hold between one (1) month and six (6) months in a consecutive twelve (12)-month period. During this time you will receive a 50% discount on your Telephone service. Please note, the End User Charge, Universal Surcharge and all other taxes and regulatory fees will be charged as usual during Vacation Hold. A Reactivation Fee of $8.50 will apply upon service reactivation.

 

INTERNET

Viya allows customers to put their Internet service on hold between one (1) month and six (6) months in a consecutive 12-month period. You will receive half (50%) off of your Internet service during this time, not including the monthly Equipment Maintenance Fee. There is no Reactivation Fee to restore your Internet service from a Vacation Hold.

 

MOBILE

Viya allows customers to put their Mobile service on hold between one (1) month and six (6) months in a consecutive 12-month period. Account is billed at 50% for the monthly service plans and features plus any regulatory fees if applicable. A Reactivation Fee of $25.00 will apply upon service reactivation.