Moving out · Practical guide
Confirm the service end date, final charges and rental-equipment return before you move. Start with your provider’s official procedure—or get support if a Japanese phone call is holding you up.
Direct answer
Contact your contract provider, then confirm the remaining steps.
Check your bill or online account for the company and plan you actually pay for. Use its cancellation procedure to request your end date, confirm final charges and arrange any required equipment return or visit.
Do not treat moving out, unplugging the router or returning equipment as proof of cancellation. Keep confirmation of the accepted end date. If you have a separate internet-service-provider contract or paid options, check whether those also need to be stopped.
01 · Prepare
Before you request cancellation
- Identify your contract. Find the service name, contract-holder name, customer ID and address. An NTT logo on a device does not tell you which company handles your retail contract.
- Choose your last day of use. Compare it with your move-out and departure dates. Ask what dates are available and when access will stop.
- Check your charges. Ask about the final monthly bill, cancellation charge if applicable, remaining installation or device payments and any removal costs. Amounts depend on your contract; do not assume they are zero.
- List equipment and options. Identify rented devices, adapters and accessories, plus internet phone, TV or other subscriptions. Keep personally purchased items separate.
- Prepare for life after departure. Confirm how you will receive return instructions and final bills, and how you can contact the provider after you leave.
02 · Choose your next step
How would you like to handle it?
03 · Do it yourself
Start with the official cancellation route.
Use the page for your actual service and contract. Check whether you can submit online, must book a callback or need to contact a separate provider. English availability differs by company and procedure.
| Service | Official procedure | Important check |
|---|---|---|
| SoftBank Hikari / Hikari+ / Air | Cancellation guide (Japanese) | Start in My SoftBank; the process may require a booked support call, depending on the contract |
| au Hikari | Cancellation and provider contacts (Japanese) | The contact depends on the contracted provider; some listed providers offer online procedures |
| NTT East FLET’S | FLET’S cancellation guide (Japanese) | Use the right contract route; a service sold by a Hikari collaboration operator has its own provider |
| NTT West FLET’S | Cancellation procedures by service (Japanese) | Check the separate procedure for the line and any options |
| Other provider or building internet | Your bill, contract, resident app or management company | Ask who holds the contract and whether you have a personal subscription to cancel |
These are starting points, not a complete provider list. Follow the instructions shown for your account. Do not share your account password or one-time codes with a helper.
Ask about the cancellation procedure
帰国のため、インターネットサービスを解約したいです。契約者名は〇〇、お客様番号は〇〇です。〇月〇日を最終利用日にしたいのですが、手続き方法と解約日を教えていただけますか？
“I would like to cancel my internet service because I am leaving Japan. The contract-holder name is [name] and my customer number is [number]. I would like [date] to be my last day of use. Could you explain the procedure and confirm the cancellation date?”
Moving within Japan? Replace 帰国のため with 引っ越しのため. This is sample wording; complete the provider’s required submission and keep confirmation.
Confirm the final bill
解約に伴う費用、工事費や機器代金の残額、最終請求の金額と請求時期を教えてください。支払い方法についても確認したいです。
“Please explain cancellation-related charges, remaining installation or device payments, and the amount and timing of the final bill. I would also like to confirm the payment method.”
Confirm equipment return before departure
返却が必要な機器と付属品、返却先、返却期限、送料の負担を教えてください。〇月〇日に日本を出るため、返却方法と案内の受け取り方を確認したいです。
“Please tell me which devices and accessories must be returned, the destination, deadline and who pays shipping. I leave Japan on [date], so I would like to confirm the return method and how I will receive the instructions.”
Check options and any visit
別途解約が必要なプロバイダー契約やオプションはありますか？撤去工事や立ち会いが必要な場合は、日時と費用を教えてください。
“Are there separate provider contracts or options I need to cancel? If removal work or my presence is required, please explain the date, time and cost.”
Before you finish, confirm these points.
- The accepted service end date and any required submission still outstanding
- Final charges, billing date and payment method
- Every device and accessory to return, destination, deadline and shipping method
- Whether removal work or an appointment is required
- Whether separate provider services or options remain active
- Your confirmation or reference number and contact method after departure
LifeAdmin · Japanese call support
Still blocked by the Japanese cancellation call?
LifeAdmin can contact one internet provider, communicate one clear cancellation-related request and confirm the procedure or next step. You receive a written English summary of the result and anything you still need to do.
- ¥2,980 · one organization, one clear purpose
- Up to two call attempts
- Normally reviewed within one business day; calls during Japanese business hours
What we’ll need from you
- Provider name, service or plan and official phone number
- Contract-holder name, customer number and service address
- Requested end date, move-out or departure date and one clear purpose
- Relevant previous messages or reference numbers
- Times when you can join a call for identity verification or consent
Provide details through the task form. The provider may need to speak to you directly, require authorization or ask you to submit the cancellation yourself. LifeAdmin does not impersonate you. Never send passwords, PINs, card data or one-time codes.
Leaving in less than 3 days? Use the provider’s direct procedure first. LifeAdmin may not be available before your deadline; same-day completion is not guaranteed. Tell the provider when you leave and ask how to handle return instructions or visits.
Get help with this call →Communication support does not guarantee cancellation, fee waivers or a particular end date. LifeAdmin does not negotiate disputes or provide legal or financial advice. A separate organization is outside this task’s scope. You must complete any required submission, consent, payment and equipment return.
04 · Equipment and final billing
Keep the cancellation and return records.
Save the confirmation, end date, equipment list and shipping receipt or tracking number. Follow the official instructions for each device rather than sending everything to one address.
Different devices can have different return routes.
For SoftBank services, check the SoftBank equipment-return instructions and any separate instructions for NTT equipment. For NTT East devices, use its rental-equipment return support. Do not discard equipment until you know whether it is rented, purchased or belongs to the building.
Return instructions may arrive after you start cancellation.
au Hikari’s English equipment-return guidance says its return slip may arrive around ten days after cancellation procedures. If you will have left by then, ask the provider how to receive the instructions and complete the return. Follow its current directions for your account.
Do not remove building wiring yourself.
If the provider requires removal work, confirm the arrangement with the provider and management company. Ask whether access or your presence is needed and what costs are proposed.
Keep a way to receive the final bill.
Ask when the last charge will be issued and how to pay after departure. Keep an accessible email and the confirmation records until billing and equipment return are settled.
05 · Keep the next step clear
What still needs your attention?
Tick an item once it is arranged. The ticks apply to this visit.
Continue with your move-out tasks.
- Moving in Japan? Set up home internet at your next address →
- Arrange gas, water and electricity stops →
- Confirm move-out procedures with management →
- Moving within Japan? Check internet and mobile setup →
- Cancel your mobile phone or SIM before leaving Japan →
Leaving Japan? Also plan your banking arrangements and pension-refund procedure.
Questions
Internet cancellation questions
How far in advance should I cancel?
Start once you know your move-out or departure date. Ask your provider for the earliest available end date and any notice, callback, visit or return requirements. There is no single deadline that applies to every service.
Can I cancel online?
Some providers offer online procedures or let you begin in your account and book a support call. Follow the route for your contract in the table above. Submitting an enquiry is not the same as receiving confirmation of cancellation.
Will I pay a cancellation fee?
Ask the provider for an account-specific explanation of final charges, cancellation costs and any outstanding installation or device payments. Check how the final month is billed rather than assuming it is prorated.
Does returning the router cancel the contract?
Do not assume so. Complete the provider’s cancellation procedure and keep confirmation. Follow the equipment-return instructions as a separate remaining step.
My router has an NTT logo. Should I call NTT?
Check the company named on your contract or bill. A retail provider can use NTT network equipment. The provider handling your service and the return destination for a device may differ.
What if I have already left Japan?
Use the provider’s official contact and explain your departure date. Ask about remote submission, verification, final billing and equipment return. Do not assume leaving the country ended the service.
Does LifeAdmin guarantee cancellation?
No. It communicates the request and confirms the next step with one organization. The provider may require your direct consent or submission. You remain responsible for the required actions and equipment return.
One clear next step
Need help with the Japanese provider call?
Prepare your account details and requested date, then ask LifeAdmin to communicate and confirm the next step.
Get internet call help →Before buying, check what we’ll need from you.
Keep in touch
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Official sources
Checked 5 October 2026. Your provider’s current account-specific instructions apply.