ホームゲートウェイ slow internet in Japan: tests, evidence and complaints

If your ホームゲートウェイ connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Paths checked in the NTT 機能詳細ガイド (feature guides) for the PR-600MI (Ver.1.10) and XG-100NE, and the 600-series and XG-100NE manuals. The PR-600KI, RX-600MI and RX-600KI share the PR-600MI menus; on the XG-100NE, 詳細設定 (Advanced settings) items sit under ルータ設定 (Router settings).Checked: 3 November 2026

When this helps

  • You use ホームゲートウェイ in Japan.
  • Your connection is slower than expected, drops out or performs badly at certain times.

Check your ホームゲートウェイ

These checks apply to ホームゲートウェイ. Check the model before following its menus.

  1. Sign in and click 情報 › 現在の状態 for connection state, WAN address and DNS servers.

  2. 情報 › 障害ログ (Fault log) lists faults and events, such as update checks.

  3. メンテナンス › PINGテスト (Ping test) checks whether an address answers from the gateway.

Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see the ホームゲートウェイ guide.

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

  1. Compare a wired connection to the router with Wi-Fi on the same device.

  2. Repeat the same test server during the slowdown and at a quieter time.

  3. Record download, upload, latency and whether another household device was using the connection.

How to complain to NTT East / NTT West

Use NTT East / NTT West’s official support to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your Japan service contract before escalating. Use the national regulator’s consumer guidance for your service.

Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

Sources

Checked on 3 November 2026.