FREQUENTLY
ASKED QUESTIONS
FIND ANSWERS TO COMMON QUESTIONS ABOUT S-AGENT'S HIGH-SPEED INTERNET SERVICE IN OKINAWA.
Have questions or need support?
GET THE INFORMATION YOU NEED
We've compiled a list of frequently asked questions to help you better understand how S-Agent works, what's included, and how to make the most of your internet service. If you need more help, our English-speaking support team is always ready to assist.
Service & Plans
Setup & Installation
Troubleshooting & Support
Payments & Billing
Features, VPN & Others
Our internet service is provided on a best-effort basis, meaning speeds are not guaranteed and may vary depending on network conditions and your building’s infrastructure.
While each plan has a theoretical maximum speed, actual performance may differ due to:
- Internal building wiring
- LAN ports (e.g., CAT5e limitations)
- Switching hubs that support only up to 1Gbps
- Router performance and configuration
- Overall network traffic
We’re happy to help review your address and equipment to provide realistic expectations before you apply.
The 10Gbps plan (S-AGENT Hikari Premium) includes a free modem (ONU) provided by NTT.
However, we do not provide a 10Gbps-compatible router as a rental.
Customers subscribing to the 10Gbps plan must purchase their own 10Gbps-compatible router.
If needed, we can provide guidance on recommended specifications.
Not all homes or apartment buildings are equipped to support 10Gbps speeds. Some properties may have:
- CAT5e LAN ports
- Switching hubs limited to 1Gbps
- Older internal wall wiring
- Shared infrastructure limitations
Even if you subscribe to the 10Gbps plan, the building itself may limit the achievable speed.
S-AGENT does not cover construction, rewiring, or equipment upgrade costs required to make a building compatible with 10Gbps.
Any necessary upgrades will be the responsibility of the customer or the building owner. We recommend confirming compatibility before subscribing.
Yes, the 10Gbps service is available to both new and existing customers.
However,upgrading requires a new installation process. Additional installation fees will apply.
Pleasecontact us to confirm availability at your address.
No. 10Gbps represents the maximum theoretical speed of the plan.
Actual speeds may vary depending on building infrastructure, internal wiring, equipment, and network conditions.
You will need an Optical Network Unit (ONU), provided by NTT, and a router that supports IPoE services to use our internet service.
For more information, please refer to our list of compatible routers.
NTT West is responsible for the physical installation and maintenance of the fiber optic line and the ONU.
In case of issues, we will coordinate with NTT to resolve them as quickly as possible.
Yes, you may use your own wireless router.
For the best experience, we recommend using a router that supports IPoE service.
Please refer to our list of supported routers.
Alternatively, you may connect your router to the router provided by S-Agent.
In this case, you will need to set your router to Bridge Mode (AP Mode) or select DHCP as the internet connection type.
Yes. However, your router must be compatible with IPoE. Please refer to our list of supported routers.
Even if your router is not officially supported, it may still work when connected using S-Agent’s router under proper settings.
For more details, feel free to contact us.
Yes, we generally require someone to be present during the installation.
For rental properties, prior approval from your property manager or landlord may also be necessary.
Please provide us with your address, and we will check the availability of internet infrastructure at your location.
We generally use existing conduits. However, in some cases, minor drilling may be required.
Please note that permission from your property management company or landlord may be necessary.
Yes, in some cases, installation may be canceled due to building limitations or customer circumstances.
In such cases, we will reschedule the installation.
We do not offer support for personal devices at this time.
Please restart your device and check that all cables are securely connected.
If the issue persists, check the indicator lights.
If anything seems unusual, please take a photo of the lights and send it to us via our inquiry form. Our support team will assist you.
- Unplug the modem’s power cable.
- Wait about 30 seconds.
- Plug the power cable back in.
- Wait a few minutes until the indicator lights return to normal.
Make sure the power light and internet light are both on.
*Note: If the connection is still not restored, please restart the router as well.
- Unplug the router’s power cable.
- Wait about 30 seconds.
- Plug the power cable back in.
- Plug the power cable back in and wait for the lights to return to their normal state.
*This may take a few minutes.
- Check that all cables are securely connected.
- Ensure the modem and router are both powered on.
- Restart the modem and router.
Check the modem’s indicator lights. If anything seems unusual, please send a photo to us via our inquiry form.
If the issue persists, please contact us for further assistance.
Here are several ways to improve your internet connection:
- Optimize Your Router Placement
- Restart Your Modem and Router
- Disconnect Unused Devices
- Close Background Apps and Tabs
- Use a Wired Connection
- Use a Wi-Fi Extender
- Choose the Right Frequency Band (2.4 GHz for range, 5 GHz for speed)
Our support team is available on weekdays from 9:00 AM to 5:00 PM (excluding lunchtime hours).
Yes, we have an English-speaking team available to assist you.
Please feel free to contact us with any questions.
We accept both G.I. Bill Pay and credit card payments.
We do not accept cash payments at this time.
Please contact us via ourinquiry form to update your payment information.
Please complete and submit our inquiry form with the required details to cancel your service.
A member of our team will contact you to process your cancellation.
There is no fixed contract period. You can cancel your service at any time without cantellation penalties.
Please note: Installation fees, if applicable, are non-refundable once installation has been completed.
Yes, we offer seasonal promotions throughout the year.
For example, with our referral program, you can receive one month of free service when you refer a friend.
Your friend may also enjoy a discount on installation costs.
To request access to our VPN service, please complete and submit the inquiry form.
A modem is a device that connects your home network (e.g., routers, computers) to the internet via a fiber-optic or cable line.
It converts internet signals into a format that your devices can use.
A router distributes the internet connection from your modem to multiple devices, either wired or wirelessly.
If your router has Wi-Fi capabilities, it allows multiple devices to connect wirelessly.
IPoE (Internet Protocol over Ethernet) is a high-speed connection method that does not require PPPoE authentication and offers a faster and more stable connection.
Not all routers support IPoE. If you plan to purchase a new router, please choose one that is IPoE-compatible.
Refer to our list of supported routers for guidance.
Internet speed can vary depending on location and network traffic.
On average, our customers can get up to 10Gbps.
*Please note: Our internet service is provided on a best-effort basis, and speeds are not guaranteed.
Yes, using a Wi-Fi router allows you to connect smartphones, PCs, tablets, game consoles, and more simultaneously.
For optimal performance with many devices, we recommend using a highperformance router.
Please ensure your router supports IPoE. Refer to our list of IPoE-compatible routers.
If you're unsure,feel free to contact us for assistance.
Yes, we can assist you with switching from another provider.
Please inquire about available promotions, such as cancellation fee support.
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