FAQ

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Q.

I don't remember my customer ID.

A.

Please, let us know your dorm, room number, name and phone number. You can do it either by email or phone.

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 you 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 use it right away. Please, don't forget to notify your new room number to our customer service.

Q.

I chose lump sum as payment method when I first applied, but I would like to change it to a monthly bank transfer payment.

A.

It is possible to change the payment method. Please, contact our customer service. 

Q.

I want to change the bank account which I am paying with.

A.

You can change your bank account on the way. Please, contact our customer service. We will send you an account transfer form by post. Fill in the necessary information and send it back to us. Until the procedure of the new account is completed, you will keep paying through your old bank account (let us know if you prefer to pay by cash transfer instead of using your old bank account) 

Q.

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

A.

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

Q.

I've decided to leave the residence. What should I do?

 

A.

If you want to cancel the contract, contact our customer service. The cancellation of the contract is possible until the last day of the month. It must be announced one month prior. If the cancellation form is sent by fax and it arrives after the last day of the month, we will not be able to stop the service during the following month. ※ The contract cancellation is no available by phone, only by fax or email. In case you want to stop the service right away you will be required to pay an extra monthly fee. Also, regardless of whether or not you use it, you will be charged for the minimum contract period.

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. The service is only available to suscribers.

Q.

Can I use my own router?

A.

Please, use the one prepared by us. We can not offer you support in case you use your own router.

      
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