Optic fiber Internet – Policy for Misawa customers – HeroNet

Payments due

Payment must be made before the end of each month for a customer whose payment method is cash.
If payment is not settled after the provided due date, the account will be terminated immediately. No exceptions will be made under any circumstances including deployment or TDY.
Please note that unpaid balance, cancellation fee(if applies) of current service, as well as the sign-up fee, and installation fee for new service will be charged when a customer re-applies for the service.
If a customer leaves the country for a business trip or vacation, please make sure your card or G.I bill pay service account is still active during those periods. You can also make payment for the service in advance before the trip. The Customer is responsible for updating any changes in payment information before the 20^th day of the month.

A customer is required to schedule cancellation at our office 30 days before the final inspection of your residence. We are unable to accept termination request over the phone or e-mail.
L-Plan（One-year contract）customers

If a customer cancels the contract within a year of contract, penalty of ¥15,000（+tax） will be charged.

No cancellation fee will be charged.

It is mandatory for us to provide the required equipment (modem, power cord, optical fiber cable). However, the provided equipment is leased and owned by NTT Communication company therefore, please do not pack the equipment and, return it to us before you PCS-out.
The modem needs to be returned in good working condition within 7 days after termination. If we have not received the modem within the given days or, if the modem is returned in damaged condition, we will charge a penalty fee of 15,000（+tax） to your card on file for card payment customer or will be paid in cash when the modem is returned for G.I payment customer.

We are unable to accept temporary service suspension request under any circumstances including deployment or TDY.

Cancelling request can be accepted without any charges until 4 days prior to the scheduled installation date. Cancelling the service 3 days prior to the installation date or later, sign-up fee of ¥3,000（+tax） will be charged.

With the installation team’s availability, we schedule an installation at the earliest time possible.
It may take about 1~3 months to schedule an installation date for a newly built house. It may also take some time for a 3~5 years old house to get an installation depending on whether the wiring needs updating in the residence.
It usually takes about 1-3 hours up to 24 hours for the Internet service to be available after the Installation.

【For on-site Installation】

Internet installation team will not be able to inform you of specific time when they start the fiber optic installation. Please stay at home during the provided scheduled time until the installation is completed.
Most installations require about 1 to 4 hours to complete with some exceptions taking up between 5 and 6 hours. In case of difficult work construction, installation schedule may be delayed.
The Internet installation team may reschedule your installation due to bad weather, delayed procurement of materials etc.

The fiber optics line offer a “Best-effort Internet service” , which the maximum speed is not always guaranteed. The speed may get slower, depending on customer’s Internet use condition, hours and network.

First on-site technical support fee will be free for setting up Internet connection in Misawa area.
Technical support fee will be charged when a customer requests support for problems caused by the customer’s own PCs, routers, orperipheral equipment such as printers.
There will be no charge for issues related to HeroNet serveror exterior wiring for optical fiber, or when HeroNet technician cannot solve the problem.
When a customer request a support for the same issues as the first request within 14 days, there will be no charge for the second visit.
HeroNet technician cannot provide assistance for connections to TV, Game device, printer or any Peripheral equipment.

It may take up to one-to-three months after transfer application to install the Internet service at the new house. Please apply for the service transfer as soon as possible.