What should I do if I cannot connect to the internet at all?

What should I do if I cannot connect to the internet at all?


If you cannot connect to the internet, first check the LED indicators on your WiFiBOX.


Check the color of the left LED

Of the three LED indicators, check the one on the far left.


If the left LED is flashing white

The device is preparing to connect to the network.
Please wait until the LED stops flashing.
If it continues flashing for more than five minutes, turn the device off and then back on.
After restarting it, wait again until the LED stops flashing.

If the left LED is solid white


The WiFiBOX is connected to the internet, but one of the following issues may be preventing you from using it.

1. You have used all of your daily data allowance

If you are using a 200 MB, 500 MB, or 1 GB plan, you may have reached your daily data limit.
Your data allowance resets at midnight Japan time, so please wait until then.

2. You are in an area with a weak signal

Internet access may be unstable in rural areas, mountainous areas, underground locations, or other places with weak reception.
Move to a location where your smartphone shows a strong mobile signal and try again.

3. The device is connected to an unsuitable network

The WiFiBOX may not have switched networks correctly while you were traveling.
Restart the device one to three times.
If the issue continues, please contact our Customer Support Center.
Notes
When contacting us, please leave the WiFiBOX turned on.

If the left LED is solid red


The WiFiBOX cannot connect to the internet.
One of the following issues may be the cause.

1. You are in a country not covered by your plan

You cannot connect until you arrive in a country covered by your plan.
Alert
For example, a plan for the United Kingdom cannot be used in Japan or at an airport during a layover outside the covered area.

2. Your rental period has not started

If you picked up your WiFiBOX in advance, you cannot connect before the scheduled start date.
Alert
You can pick up your WiFiBOX up to two days before the rental start date. Internet access will not be available immediately if you pick it up early.

3. Your rental period has ended

Internet access will stop when your rental period ends.
Please extend your rental through My Page.
Internet access should resume within a few minutes after the extension is completed.

4. Another issue is affecting the connection

Restart the WiFiBOX one to three times.
We recommend doing this near a window or in another location with a strong signal.

If the issue continues, please contact our Customer Support Center.
Notes
When contacting us, please leave the WiFiBOX turned on and tell us your current location and the environment in which you are using it.

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