Cannot connect to the internet:

FLET'S Hikari Cross

1Reboot your device

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

  1. STEP1

    Turn off the power of PC/smartphone/tablet

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

  2. 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.

  3. STEP3

    Unplug the router/modem

    Unplug the home gateway, ONU, modem, etc.

  4. 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.

  5. 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.

  6. STEP6

    Check your internet connection

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

Still having

2Check the lamp of the modem/router

  1. 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

  2. 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

3Contact us

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

Technical Support

Connection Setup/Trouble

Online form

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

Technical Support Inquiries

Phone (English Customer Support)


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.
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