---
title: "SoftBank slow internet in Japan: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/softbank-hikari-slow-internet-complaint"
description: "SoftBank internet slow or dropping out in Japan? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# SoftBank slow internet in Japan: tests, evidence and complaints

If your SoftBank 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 SoftBank’s setup pages for the 光BBユニット E-WMTA2.4 (top page version 1.8.8) and the ホームゲートウェイ（S） 10G E-WMTA1.0, which share the same menus. The older E-WMTA2.3 uses the same layout, but its Wi-Fi menu is called **無線LANの設定**. · Checked: 3 November 2026

## When this helps

- You use SoftBank in Japan.
- Your connection is slower than expected, drops out or performs badly at certain times.

## Check your 光BBユニット / ホームゲートウェイ（S）

These checks apply to 光BBユニット / ホームゲートウェイ（S）. Check the model before following its menus.

1. Open the セットアップメニュー and click **設定/接続情報** (Settings and connection info) for the current settings and connection details.
2. Click **システムログ** (System log) in the left menu for the unit’s event log.
3. On the 光BBユニット, **PPPoEの設定 › 接続情報** (Connection info) shows each PPPoE session’s state.

## Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see [the 光BBユニット / ホームゲートウェイ（S） guide](https://kilobat.app/routers/softbank-hikari).

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 SoftBank

Use [SoftBank’s official support](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-confirm/) 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

- [SoftBank: 光BBユニット（E-WMTA2.4） セットアップメニュー](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-menu/)
- [SoftBank: 光BBユニット（E-WMTA2.4） くわしい設定, Wi-Fi](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-detail01/)
- [SoftBank: 光BBユニット（E-WMTA2.4） くわしい設定, router and UPnP](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-detail02/)
- [SoftBank: 光BBユニット（E-WMTA2.4） 設定情報の確認 (status and logs)](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-confirm/)
- [SoftBank: 光BBユニット / ホームゲートウェイ（S） その他 (restart, password, Wi-Fi 6)](https://www.softbank.jp/internet/support/connect/hikari/router/bbu24-etc/)
- [SoftBank: ホームゲートウェイ（S）（10G EWMTA1.0） セットアップメニュー](https://www.softbank.jp/internet/support/connect/hikari/router/hgws10-menu/)
- [SoftBank: ホームゲートウェイ（S） くわしい設定, Wi-Fi and mesh](https://www.softbank.jp/internet/support/connect/hikari/router/hgws10-detail01/)
- [SoftBank: ホームゲートウェイ（S） くわしい設定, QoS](https://www.softbank.jp/internet/support/connect/hikari/router/hgws10-detail02/)
- [SoftBank FAQ: 光BBユニット／ホームゲートウェイ（S）の初期化方法](https://www.softbank.jp/support/faq/view/19631)
- [SoftBank FAQ: メッシュWi-Fiルーターの接続方法](https://www.softbank.jp/support/faq/view/67349)
- [SoftBank: メッシュWi-Fiルーターの接続](https://www.softbank.jp/internet/support/connect/meshwifi/connect/)
- [SoftBank: 光BBユニット E-WMTA2.4 接続ガイド (PDF)](https://www.softbank.jp/internet/set/data/support/pdf/ewmta24.pdf)
- [SoftBank press release: ホームゲートウェイ（S） for SoftBank 光・10ギガ (2025)](https://www.softbank.jp/corp/news/press/sbkk/2025/20250408_01/)

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.