FAQ2

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Q.

When will the next information desk be conducted at my dormitory? What can I do if I couldn't assist to the last one?

A.

Regarding the information desk, please consult the informative posters hung in your dorm. Please understand that information desks are not conducted in all residences. If you couldn't assist to our information desk, you can apply through our website or fax using the application forms located at your residence.

Q.

I've changed my pc. What should I do?

A. Each device (computer, smartphone, tablet...) has a code registered to it called MAC address. Our customers must register their devices in order to connect to the Internet. Please, contact our customer service and tell us your customer ID, name and the MAC address you want to register.

Q.

I just moved from my room. Can I connect to the Internet right away?

A.

If you stay at the same dorm, there is no need to change any settings. You are able to connect immediately. Please, don't forget to notify your new room number to our customer service here.

Q.

I chose single payment as payment method at the time of enrollment. Can I change it?

A.

Yes, it is possible. You can do it through our website.

 

Q.

I want to change the registered bank account number.

A.

Please contact us by email. A bank account registration form will be post to your address. Please fill it and send it back using the provided envelope. The payment will be withdrawn from your previous account until the procedure is complete.
※Let us know if you prefer to pay by cash rather than with your previous bank account.

Q.

I go back home for a long time and I want to stop the service temporarily.

A.

The temporary suspension of the service is only available when the resident has to leave the dorm due to university or company policies. If it is due to personal reasons, the temporary suspension can not be applied.

Q.

I've decided to leave the residence. How should I proceed?

A.

The contract ends automatically the last day of the month you chose during the application. You don't need to complete any form. If you are planning to leave your residence before the contract ends, you can fill the cancellation form available at our website. In that case one monthly fee will be charged as cancellation fee. The cancellation must be announced at least one month before the desired date. If the cancellation form is sent by fax and it doesn't arrive in time, we will not be able to stop the service during the following month. Also, regardless of whether or not you use it, you will be charged for the minimum contract period.   ※ The contract cancellation is only available by email or website.

Q.

Is it possible to continue using Sun-Net services after moving from my dorm?

A.

If you move to a dorm where Sun-Net is available, yes, you can keep using it. If you are moving to an apartment, you can apply for Sun-Net Hikari service. For more details about  Sun-Net Hikari service, please click here.

Q.

Since I stay in a shared room, is it okay if only one person apply and share the connection?

A.

Sharing communication equipment is prohibited and may result in the cancellation of the service. The connection is only available to suscribers.

Q.

Can I use my own router?

A.

Please, use the one provided by Sun-Net. We can not offer you support in case you use your own router. 

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