How To (Properly) Cancel SoftBank Hikari

When you’re a JET, you may need to cancel your internet service provider (ISP) contract for whatever reason. This could be because you’re leaving Japan, or simply because you found a better deal elsewhere. Perhaps you’re relocating within Japan and your ISP, such as SoftBank Hikari, does not serve your new address.

Regardless of your reason, this guide is here to help you cancel SoftBank Hikari properly. I created this guide because, due to some missteps, I had a nightmarish experience properly cancelling this utility.

About SoftBank

SoftBank is one of Japan’s largest phone and internet providers. That’s all I’ll say.

Assumptions

This guide assumes you are leaving Japan for good and are closing your Japanese bank account. Therefore, you are cancelling your internet contract with SoftBank. If you are relocating within Japan, and are keeping your Japanese bank account open, this guide may not be relevant for you.

This guide also assumes your payment method is your Japanese bank account. If you pay for SoftBank Hikari using your home country’s credit / debit card, you can skip to Step 2 of this guide.

How to Cancel SoftBank Hikari

Step 1: Change your payment method

SoftBank, like any utility, needs to be paid for their services. It is of utmost importance you can pay your bill after leaving Japan. This is because SoftBank does not allow you to prorate your bill or pay at the time of cancellation. In addition, if you ever decide to return to Japan long-term, any unpaid bills now will prevent you from obtaining services later.

In fact, your final SoftBank bill may be billed two months from the date of cancellation.

Thankfully, SoftBank accepts credit cards as payment. Even better, you can use your home country’s credit card to pay the bill (just use your Japanese address as the billing address).

There are two ways to change your payment method shown below.

Method 1: My SoftBank

You can change your payment method by logging into your My SoftBank account. You should see the following page.

From here, select the service you are logging in for. This guide assumes you have SoftBank Hikari, so select the following login option below.

Once you log in, scroll down to the “Payment Method” (支払方法) button near the bottom of the screen.

Next, click on the “Check or Change your Payment Method” (支払い方法を確認・変更する) button.

You will be asked to send a 3-dight verification code to your Japanese phone number. Once you enter the code and submit, you will be greeted with a page that allows you to change your payment method.

Since I no longer have access to my Japanese phone number, I cannot provide screenshots of the following steps.

If the name on your card matches the name on your contract, you should be able to change your payment method no problem. If not, you will have to change the name on your contract and complete this procedure via snail mail. This can take weeks and be rather frustrating. To save some headaches, I suggest calling SoftBank and changing your payment method that way.

Method 2: Call SoftBank’s Intepretation Center (English number)

SoftBank offers English support (as well as support in six other languages). You can contact their interpretation center (within Japan) at 0120-666-595. This line can get busy, so try calling early in the morning when they open for the day.

Once connected to an interpreter, you can request a payment method change over the phone. Follow the steps listed and you will be on your way.

Again, use your home country’s credit card, but your Japanese mailing address.

Step 2: Call SoftBank to Cancel Service

Once you have updated your payment method with SoftBank, now is the time to cancel service. Call their English number again (0120-666-595) and speak with a representative. Request cancellation of service and you’ll be good to go.

The reason you needed to change your payment method first is because, once you initiate cancellation procedures, you cannot change your payment method.

Cancellation procedures may vary slightly. In my case, SoftBank mailed me prepaid packaging for my borrowed NTT modem and cables. I needed to mail this before the date of cancellation, which I did.

Disconnection may or may not occur remotely. This will depend on your building and how internet was installed. In my case, disconnection was done remotely the day after my cancellation. It’s possible a serviceman may come to your place and disconnect internet there. SoftBank will tell you how they will disconnect service.

Note: It may be possible to request cancellation of service using My SoftBank, but I recommend calling them and getting confirmation.

Why did you write this guide?

Basically, I went backwards; I cancelled my internet contract before changing my payment method. I went through hell trying to get SoftBank to change my payment method to my credit card.

The representatives I spoke to told me that I could not change my payment method, but I could change the contract holder to someone else and have them pay on my behalf.

That’s exactly what I did… but with myself. I requested a change of contract holder and changed it to my middle name. From there, I provided proof of ID, my credit card info, and mailed it in. It was a risky bet, but just one week before move-out day, I successfully updated my payment method to my credit card.

It was a miserable experience, and I want to spare you from it. When cancelling SoftBank Hikari, change your payment method first, then cancel your contract.

I hope this guide spares you hours of frustrating customer service calls and feelings of stupidity.

Credits

The screenshots featured in this article feature the SoftBank logo, SoftBank Air logo, SoftBank Hikari logo, and other logos which are the intellectual property of SoftBank. The screenshots in this post are intended for educational purposes only.