---
title: "ホームゲートウェイ slow internet in Japan: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/ntt-hikari-gateway-slow-internet-complaint"
description: "ホームゲートウェイ internet slow or dropping out in Japan? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# 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](https://kilobat.app/routers/ntt-hikari-gateway).

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](https://flets.com/support/device/hgw/guide/xg_100ne/4-w/8w_m1.html) 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](https://kilobat.app/internet-complaint) 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

- [NTT East: XG-100NE 機能詳細ガイド (feature guide), Web設定](https://flets.com/support/device/hgw/guide/xg_100ne/4-w/8w_m1.html)
- [NTT East: XG-100NE 機能詳細ガイド, 高度な設定 (UPnP, updates)](https://flets.com/support/device/hgw/guide/xg_100ne/4-w/8w_m7.html)
- [NTT East: XG-100NE 機能詳細ガイド, ファームウェア更新](https://flets.com/support/device/hgw/guide/xg_100ne/4-w/8w_m15.html)
- [NTT East: XG-100NE 機能詳細ガイド, 現在の状態](https://flets.com/support/device/hgw/guide/xg_100ne/4-w/8w_m9.html)
- [NTT East: XG-100NE 機能詳細ガイド, ポートセパレート](https://flets.com/support/device/hgw/guide/xg_100ne/7-a-l/m01_m36.html)
- [NTT East: XG-100NE 取扱説明書 (manual, PDF)](https://flets.com/support/device/hgw/pdf/HGW_XG100NE_man_202510.pdf)
- [NTT West: PR-600MI 機能詳細ガイド (feature guide)](https://www.ntt-west.co.jp/kiki/download/flets/pr600mi/PR-600MI_detail/)
- [NTT West: PR-600MI downloads and 600-series manual](https://www.ntt-west.co.jp/kiki/download/flets/pr600mi/index.html)
- [NTT East: XG-200KI 取扱説明書 (manual, PDF)](https://flets.com/support/device/hgw/xg_200ki/pdf/HGW_XG200KI_man_202603.pdf)

Checked on 3 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.