Cannot connect to the internet:

Asahi Net docomo Hikari 10 Gbps

1Reboot your device

Your problem may be solved by rebooting your device. Try rebooting your device first by following the instructions below.

STEP1

Turn off the power of PC/smartphone/tablet

Turn off the power of your PC, smartphone, tablet, etc.
STEP2

Check for unplugged or loose wire connection and check the power

Check if the wire connection is not unplugged or loose. Check also if the power is on or off.
STEP3

Unplug the router/modem

Unplug the home gateway, ONU, modem, etc.
STEP4

Wait for about 10 seconds and turn on the router/modem again

After waiting for about 10 seconds, replug the router/modem.
Do the same to any other router/modem connected to the internet.
STEP5

Check the lamp status

If the router/modem reboots successfully, all the lamps will turn on, and then off. It will take about two minutes until the status returns to normal.
STEP6

Check your internet connection

Turn on your PC/smartphone/tablet to see if it can connect to the internet.

Still having
problems?

STEP1
Check how the lamps look like on the modem/router

Please see if the ONU lamps are on as shown in the image.
- 認証 (= Authentication): Green light is on
- 光回線 (= Fiber-optic line): Green light is on
- UNI: Green light is on or blinking
- データ通信 (= Data communication): Blue light is on
STEP2

Check your internet connection

If the lamp of the router/modem is properly lit as shown in STEP 2, check if the your PC/smartphone/modem can connect to the internet.

Still having
problems?

Take a note on the status of the lamp, and contact Asahi Net English Customer Support.

Connection Setup/Trouble

Online form

Inquiries are accepted 24/7. Feel free to use the form anytime.

Phone (English Customer Support)

0120-577-135

10 a.m-5 p.m., Monday to Friday, excluding national holidays

*Toll free number can only be called from within Japan. If you need to contact us from abroad, please use the Online Form.