If you are experiencing issues connecting to the internet

Most connection issues can be resolved by factory resetting the router. Please check and try the following. 

Check to make sure that the LAN/Ethernet cable that is connected to the ONU modem is plugged into the BLUE (WAN) port of the wireless router. 

1) 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.)
2) The lights should turn on after a while. The internet light should turn green.

Troubleshooting the device lights on the modem

(1) 認証 - Authentication

This indicates an active fiber contract. If this light is not on, please check that the fiber line is fully inserted into the modem and fiber port. If you are waiting for your remote installation, the lamp may not be lit until after the scheduled date/time.

(2) UNI - Connection to the router

This lamp shows activity between the router and modem. The light may flash/blink to show activity between the two devices. If the light is completely off, please check the ethernet/LAN cable between the devices.

(3) 光回線 - Fiber line

This indicates an active fiber line. If this light is not on, please check that the fiber line is fully inserted into the modem and fiber port. If you have any other fiber ports in the residence, please test these to see if there is any change.

(4) 電源 - Power

If this lamp is not active, please check the power cable of the modem and ensure the electrical outlet on the wall is working correctly.

For customers with a 10 Gbps Fiber internet plan

1. While holding the pinhole reset button (10 in the picture below), press the restart button (9).
2. Release the restart button while continuing to hold the pinhole reset button until the reset status light becomes orange.
3. Wait 2–3 minutes for the device to reset.
4. Please test your connection afterward to see if there are any improvements.

If you are still experiencing issues with the internet or if your internet stops working

Please contact us using the link below if you are experiencing connectivity issues. When doing so, please share with us photos of the following. It will help us to diagnose what may be the issue.

- The front and back of the NTT modem (to check the cables in the back and the lights on the front)
- The front and back of the wireless router (to check the cables in the back and the lights on the front)
- Picture of the fiber optic port with the cable plugged in

Email: contact@sakuramobile.jp

Contact link: Contact Us