FAQ

HOME > Internet in your dorm > FAQ

Q.

I don't remember my customer ID.

A.

Then let us know your dormitory name, room number and phone number.

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

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.

Yes, it is possible. 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 The payment will be withdrawn from the previous account until the procedure is complete.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 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, email or website. 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 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 prepared by us. We can not offer you support in case you use your own router.

      
All Rights Reserved Copyrights SunRise Reserch Institute INC.2017