The best thing to do in most circumstances is to contact us directly through our web form or support email at contact@sakuramobile.jp using your contract-registered email address.
This will allow us to better investigate the issues you are experiencing and do our best to support you.
Contact Link: https://www.sakuramobile.jp/contact-us/
Troubleshooting the devices
Most initial device set-up and stability issues can be resolved by factory resetting to allow the device to redetect connection settings or updating the device firmware, please see the instructions to do so below.
Resetting the Router
Press and hold the pinhole reset button for 5 seconds to reset the wireless router to factory conditions (Located on the back of the router, the button is in a hole. You will need a pin/etc. to push the reset button.)
AX10
AX1800
Updating the Device Firmware
1. Connect to the TP-Link router's network using a computer/mobile device, either by Wi-Fi or ethernet cable.
2. Access the router using the following link: 192.168.0.1 or http://tplinkwifi.net/
※ If this is your first time to access the router, you may be prompted to create a password. Please change the language using the top-right button and set a password for future usage.
3. Exit the quick setup (if prompted) using the top button and proceed to the "Advanced" tab at the top.
4. On the left side of the screen, click "System" -> "Firmware Upgrade" and then "UPGRADE" in the online upgrade section.
(If the button is listed as "CHECK FOR UPDATES" please press this. If there is no upgrade option after this, likely, the router is fully up to date.)
Regarding Speeds
The transmission speeds of "1 Gbps" and "100 Mbps" are the maximum speeds based on technical standards provided by the network to the customer's home equipment. It does not indicate the actual transmission speed up to the individual equipment used by the customer.
Services with minimum guaranteed throughput are not common in Japan and our services are provided "best-effort". The actual communication speed may differ depending on the customer's usage environment (terminal device specifications, etc.), line congestion, etc.
