FAQs

Administrative Questions

  • How do I cancel my membership?
    Reasons Not To Cancel
    Before you proceed to the cancellation process, please let us introduce some reasons not to cancel.
    • Moving within Japan?
      We can offer you mobile and fixed line broadband connection throughout Japan. If you haven't yet looked at our Area Check page for availability to your new home, please do so, or contact us and have us check for you.
    • Switching to a different broadband service?
      We think we can offer you broadband at a very competitive price to the service you are moving to. If you like, contact us about the service you are considering and we'll let you know what competitive services we offer.
    • Want cheaper Internet?
      We think our services charges are reasonable. You may like to contact us to see if there is a cheaper way for you to use our service.
    • Tired of getting spam mail?
      Have you tried our free Neo-SpamBlock service? You may like to contact us to see if we can also suggest other ways to reduce the amount of spam mail you are receiving.

    When Your Membership Will Be Cancelled
    • If you make a request for cancellation BEFORE or ON 15th of a month, you can request that cancellation be effective either at the end of the current month or at the end of the following month.
    • If you make a request for cancellation AFTER 15th of a month, your membership will automatically be cancelled at the end of the following month.

    Are You Using A Asahi Net Broadband Service?
    Submit your membership cancellation request and also see the "To Those Using A Asahi Net Broadband Service" section below to see what you need to do to cancel your broadband service.

    How to Submit Your Cancellation Request
    There are several different methods of cancellation. However, there is an order of preferability among them from our perspective, and they are listed below accordingly. Using the Account Maintenance page is the most secure, as it requires knowledge of your Asahi Net password.

    1. Cancel via the WEB, using Asahi Net's Account Maintenance page.
    Open the Account Maintenance page in your Web browser, and enter your Asahi Net User ID and password when prompted.
    >> Account Maintenance

    Carefully read and follow the important instructions on the page. Your request for cancellation will only be made once you have selected the "Finish" button at the end of the process and have seen a confirmation number. The Account Maintenance page is available even if your Internet connection is through another provider.

    2. Cancel by E-MAIL, FAX or POST.
    Send us your e-mail, fax or letter containing ALL the following:

    a. Your name
    b. Your Asahi Net User ID
    c. Your current postal address
    d. Your forwarding postal address (if you know what it will be)
    e. Your date of birth
    f. Your registered telephone number
    g. If making your request before or on 15th of a month, specify whether you want your membership cancelling at the end of the current month or at the end of the following month: see the "When Will Your Membership Will Be Cancelled?" section above.

    E-MAIL: Our e-mail address is: eap-net@asahi-net.or.jp.
    Please see below regarding confirmation of your cancellation request.

    FAX: Our fax number is: 03-3541-5632
    Please see below regarding confirmation of your cancellation request. If you prefer to use Asahi Net's own Cancellation Request form, rather than write your own fax, a PDF version is available for printing here.

    POST: Please don't send your password. Sign at the bottom and send to.
    Asahi Net (Attn: English Support)
    104-0061 Japan Tokyo-to Chuo-ku Ginza 4-12-15 Kabukiza Tower 21F
    Please see below regarding confirmation of your cancellation request.
    If you prefer to use Asahi Net's own Cancellation Request form, rather than write your own letter, a PDF version is available for printing here.

    3. Cancel by PHONE.
    You will need to supply ALL the following by phone.

    a. Your Asahi Net User ID
    b. Your name
    c. Your date of birth
    d. Your current postal address
    e. Your registered telephone number
    f. If making your request before or on 15th of a month, specify whether you want your membership cancelling at the end of the current month or at the end of the following month: see the "When Your Membership Will Be Cancelled" section above.

    PHONE:
    0120-577-135 (for calls from a NTT landline in Japan)
    03-6631-0861 (for calls from a mobile phone, IP-Phone or public phone)
    (If calling from outside Japan, call +81-3-6631-0861)
    Lines are open from 10:00am to 5:00pm (Japan time), Monday through Friday, excluding national holidays and Asahi Net holidays. If you can't get through, please send your request via the Web, email, FAX or post, as explained above.

    Confirmation of Your Cancellation Request
    If you've cancelled on the Account Maintenance Web page and have reached the final screen telling you your request has been accepted, and giving you a confirmation number, you may rest assured that your request has reached us. Please keep the confirmation number somewhere safe until your account has been closed.

    If we receive your cancellation request by e-mail, fax or post, we'll reply with an e-mail confirmation in English to your Asahi Net e-mail address (or to a different address if you so specify). If you do not recieve an e-mail cancellation confirmation within a few working days, it means we didn't get your cancellation request - so send your request again! We can't cancel your membership if we do not receive your cancellation request!

    Cancellation Policy
    Per section 13 of our Asahi Net Individual Member Service Agreement:
    "Individual members are required to notify the Company of intent to cancel during the calendar month prior to the final month of membership, using one of the methods of notification specified by the Company. Cancellation becomes effective after the final day of the final month of membership."

    For example, if we receive your request for cancellation during the month of May, your account will remain active until June 30th, at which point it will be closed permanently. You will be billed for all services used up to and including June 30th.
    • Being billed by Asahi Net to your credit card?
    • Please note that from the time when charges are placed on a credit card until the time they appear on your statement, there can be a significant time lag. You might very well see our charges on your bill as long as 3 to 4 months after you submitted your cancellation.
    • Being billed by NTT for Asahi Net's service?
    • Please contact NTT for information about their billing (see "NTT's FLET'S services" below). NTT will not be able to bill you for the final month of Asahi Net's FTTH with FLET'S charges or for Asahi Net's FTTH with FLET'S charges for any month that NTT has been unable to bill you to date. In addition, NTT will not be able to bill you for any Asahi Net penalty charge that you may have to pay if you have not used our service for the minimum usage period. Asahi Net will contact you to request you make the payment of outstanding Asahi Net charges by credit card or post office transfer.

    To Those Using A Asahi Net Broadband Service
    Submitting a request to cancel your Asahi Net membership DOES NOT automatically result in the Asahi Net ADSL service or fiber-optic service you are using being cancelled. You will need to cancel your membership and may ALSO need to submit a request to cancel the broadband service, as stated below.

    NTT's FLET'S services
    Users will need to contact NTT to cancel their NTT FLET'S ADSL, B FLET'S or FLET'S Hikari contract and arrange for the return of any rental NTT modem or router. NTT's English customer service telephone number is: 0120-565-950 (NTT East) or 0120-064337 (NTT West).

    ADSL eAccess service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform eAccess Ltd. of the request. To submit a cancellation request for the ADSL eAccess service, visit this Web page:
    >> Cancellation of the ADSL eAccess service

    ADSL ACCA service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform ACCA Networks of the request. To submit a cancellation request for the ADSL ACCA service, visit this Web page:
    >> Cancellation of the ADSL ACCA service

    ADSL Tokai service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform Tokai of the request. To submit a cancellation request for the ADSL Tokai service, visit this Web page:
    >> Cancellation of the ADSL Tokai service

    au Hikari (formerly Hikari one) service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform KDDI of the request. To submit a cancellation request for a au Hikari service, visit this Web page:
    >> Cancellation of a au Hikari service

    Neo-Discount Mobile service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform eAccess of the request. To submit a cancellation request for the Neo-Discount Mobile service, visit this Web page:
    >> Cancellation of the Neo-Discount Mobile service

    Asahi Mobile WiMAX / Asahi Net WiMAX 2+ service
    Users will need to submit a separate cancellation request for the service. Asahi Net will inform UQWiMAX of the request. To submit a cancellation request for a WiMAX service, visit this Web page:
    >> Cancellation of a Asahi Net WiMAX service

    Optional services
    If using an optional service (e.g. Hikari TV for Asahi Net, IP-Phone-F) with your broadband Internet connection service, you may need to also request that service be cancelled. If unsure, please contact Asahi Net. To cancel optional service, please make a request for cancellation from the webpage, Accounts and Services.

    Contacting Asahi Net
    If you have any other questions or concerns, feel free to contact our office in English. Thank you for using Asahi Net.