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 fees will apply.
For more information, please feel free to contact us via our inquiry form.
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 about compatible routers, please feel free to contact us via our inquiry form.
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. However, your router must be compatible with IPoE.
Please note that routers purchased overseas or on military bases may not connect properly even if they specify IPoE compatibility.
For more details, please feel free to contact us via our inquiry form.
Yes, we generally require someone to be present during the installation.
Please provide us with your address, and we will check the availability of internet infrastructure at your location.
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.
Please try restarting and resetting your modem and router.
Instructions:
- Reset the Router:
Find the small "Reset" hole on the back of your router. Use a thin object (like a paperclip or a SIM pin) to press and hold the button inside for 10 seconds. - Wait:
Wait for about 2 minutes for the router to initialize. - Power Cycle:
Unplug the power cables for both the Modem and the Router. Wait for another 2 minutes, then plug both devices back into the power outlet.
If the issue persists, please send us the following 5 screenshots/photos via our inquiry form for further investigation:
- Connection Status: Visit https://www.whatismyip.com/ (using your mobile data if needed) and take a screenshot of the page.
- Modem Indicator Lights: A photo showing the lights on the front of your modem.
- Router Indicator Lights: A photo showing the lights on the front of your router.
- Modem Cables: A photo of the cable connections on the back of your modem.
- Router Cables: A photo of the cable connections on the back of your router.
Please contact us via our inquiry form with these attachments so we can assist you right away.
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)
- Turn Off VPN When Not In Use (VPNs can significantly lower connection speeds)
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 our inquiry 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.
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.
Yes, we can assist you with switching from another provider.
Please inquire about available promotions, such as cancellation fee support.
CONTACT OUR TEAM
Didn't find the answer you were looking for? No worries, our team is here to help. Whether you need support, have a service question or just want to speak to someone in English, fill out the form below and we'll get back to you as soon as possible.