KATHMANDU – Major internet service provider Vianet has successfully restored partial internet and television services after its primary data center suffered significant damage during the recent Generation Z-led protests in Kathmandu. The company’s technical team has been working around the clock to restore full connectivity to thousands of customers affected by the infrastructure damage.

Data Center Fire Damage Assessment

The fire incident occurred at Vianet’s primary data center located on the fourth floor of Central Business Park during the widespread protests on September 6-7 (Bhadra 23-24). The facility sustained considerable damage from both fire and smoke, with broken glass and structural damage complicating restoration efforts.

Despite having backup data center infrastructure, the sudden surge in traffic from all customers overwhelmed the secondary systems, leading to widespread service disruptions across the network.

Emergency Response and Recovery Operations

Military and Police Coordination

According to the company’s official statement, restoration efforts began in earnest on September 8 (Bhadra 25) after military and police personnel brought multiple fire incidents under control across the city.

“On the morning of Bhadra 25, after the army and police brought fires under control in many locations, our team was able to enter the data center around noon,” the company stated in its press release.

High-Risk Server Recovery Mission

Vianet’s technical team conducted a dangerous recovery operation in the partially burned, smoke-filled building with shattered glass throughout the facility. Working under hazardous conditions, the team successfully extracted critical servers and began the process of relocating and reconnecting them at an alternative data center location.

The company emphasized that this emergency relocation was conducted despite significant safety risks to ensure faster service restoration for customers.

Current Service Status

Partial Restoration Achieved

As of the latest update, Vianet’s internet and television services have been partially restored, though not at full capacity. The company has successfully brought several core systems back online while continuing to migrate remaining servers to the backup data center facility.

Expected Full Service Timeline

Service Restoration Schedule:

• Current Status: Partial service operational
• Full Capacity Expected: September 12, 2024 (Bhadra 29)
• Ongoing Work: Server migration and fiber optic repairs

During the transition period, customers may experience slower internet speeds as the remaining server infrastructure is relocated to the secondary data center.

Infrastructure Repairs and System Restoration

Mobile Application and Call Center

The company has successfully restored its customer mobile application to full functionality, allowing users to manage their accounts and report service issues. Additionally, the call center has been brought back online with enhanced capacity to handle increased customer inquiries during the restoration period.

Fiber Optic Network Repairs

Vianet’s technical team has completed repairs on most fiber optic cable breaks that occurred during the fire incidents. The extensive fiber network damage required specialized repair work to restore connectivity to various neighborhoods and business districts affected by the protests.

Company Statement on Recovery Efforts

Team Dedication and Network Resilience

In its official communication, Vianet highlighted the exceptional efforts of its technical team during the crisis response:

“Successfully bringing services back to normal within 48 hours during such a major challenge demonstrates our team’s dedication and the strength of our network infrastructure. This incident has provided additional motivation to build an even stronger and more secure network for the future.”

Network Strengthening Initiatives

The company indicated that lessons learned from this crisis would inform future infrastructure development and disaster preparedness protocols. Plans are being developed to enhance network redundancy and improve emergency response capabilities.

Impact Assessment and Customer Communication

Service Disruption Scope

The fire damage affected thousands of Vianet customers across Kathmandu valley and surrounding areas who rely on the company’s internet and television services for both personal and business use. The disruption particularly impacted:

• Residential customers dependent on home internet connectivity
• Business clients requiring stable internet for operations
• Vianet TV subscribers experiencing television service interruptions
• Educational institutions and remote workers needing reliable connectivity

Customer Support Measures

During the restoration period, the company has implemented several customer support initiatives:

• Enhanced call center capacity for customer inquiries
• Regular updates through mobile application notifications
• Transparent communication about expected restoration timelines
• Priority support for critical business customers

Technical Challenges and Solutions

Backup Infrastructure Limitations

While Vianet maintained backup data center facilities, the company acknowledged that the secondary infrastructure was not initially designed to handle the full customer load simultaneously. This revelation highlights the challenges faced by internet service providers in maintaining complete redundancy for large-scale emergencies.

Traffic Management During Transition

The gradual service restoration approach allows the company to manage network traffic more effectively while ensuring stable connectivity for restored customers. This phased approach helps prevent system overload during the critical transition period.

Industry Implications and Preparedness

ISP Infrastructure Vulnerabilities

The incident highlights potential vulnerabilities in Nepal’s internet infrastructure during civil unrest and natural disasters. Other internet service providers may need to reassess their own disaster preparedness and backup capabilities.

Regulatory Considerations

The telecommunications sector may need to review regulations regarding mandatory backup infrastructure requirements and emergency response protocols to ensure service continuity during national crises.

Recovery Timeline Summary

Date	Milestone	Status
Sept 6-7	Data center fire damage	Service disrupted
Sept 8	Emergency team access	Recovery operations begin
Sept 9-10	Partial service restoration	Limited connectivity restored
Sept 11	Ongoing server migration	Gradual capacity increase
Sept 12	Full service target	Complete restoration expected

Future Network Security Measures

Enhanced Disaster Preparedness

Vianet has indicated that this experience will drive improvements in:

• Redundant data center capabilities to handle full customer loads
• Enhanced fire suppression systems in critical infrastructure facilities
• Improved emergency response protocols for rapid deployment
• Better customer communication systems during service disruptions

Infrastructure Investment Plans

The company suggested that future network investments would prioritize building more resilient infrastructure capable of withstanding both natural disasters and civil disturbances while maintaining service continuity.

 The successful partial restoration of Vianet’s services within 48 hours of the data center damage demonstrates both the challenges and capabilities of Nepal’s telecommunications infrastructure during crisis situations. While customers continue to experience some service limitations, the company’s rapid response and transparent communication have helped maintain customer confidence during this difficult period.

The incident serves as a valuable case study for disaster preparedness in Nepal’s growing telecommunications sector and highlights the critical importance of robust backup infrastructure in maintaining connectivity during national emergencies.

Full service restoration is expected by September 12, marking a complete recovery from one of the most significant infrastructure challenges faced by a major Nepali internet service provider during civil unrest.