Welcome to Japan! Setting up your new life here can be exciting, but also challenging, especially when it comes to essential utilities like home internet. SoftBank Air, with its “just plug it in” convenience, seems like an attractive option. However, the language barrier can make the process of applying, getting support, and understanding your contract a stressful experience.
Are you looking for the English support phone number for SoftBank Air? Do you feel anxious about navigating a service that is primarily in Japanese? If so, you’ve come to the right place.
This article is the ultimate survival guide for non-Japanese speakers who want to use SoftBank Air. We will not only provide the English support contact information but also offer a complete playbook for overcoming the language barrier at every stage—from application and setup to troubleshooting and cancellation. This guide is designed to empower you to manage your internet service with confidence.
Chapter 1: The Official English Support Channel – Contact Info and Reality
SoftBank does provide a general support line for English speakers. This is your first and most direct point of contact.
SoftBank English Support Phone Number
・Phone Number: 157 (from a SoftBank mobile phone, free of charge) or 0800-919-0157 (from other phones, free of charge)
・Hours of Operation: 9:00 AM to 8:00 PM (Every day of the year)
Important: Understanding the Scope and Limitations
It is crucial to understand that this is a **general support line** primarily for SoftBank’s mobile phone services. While they can assist with SoftBank Air, their expertise may be limited in certain areas.
What they CAN likely help with:
・Answering general questions about the service.
・Checking your billing information (請求情報 – seikyuu jouhou).
・Processing a change of address (住所変更 – juusho henkou).
・Guiding you through the cancellation process (解約 – kaiyaku).
What they might struggle with:
・Deep technical troubleshooting for the Air Terminal (e.g., “My 5G connection is unstable and the SINR value is low”).
・Complex network configuration issues (e.g., port forwarding).
In these advanced cases, the English operator may need to consult with a Japanese technical specialist, or in some situations, ask if a Japanese-speaking representative can call you back. It’s best to be prepared for this possibility.
Chapter 2: The English Speaker’s Phone Call Playbook
Even when calling the English line, having some key information and Japanese phrases ready can make the process much smoother.
Before You Call: The Perfect Preparation Checklist
Have this information written down and ready to provide:
1. Your S-ID: This is your unique ID for your SoftBank Air contract. It’s essential.
2. Your Full Name (as on the contract): 契約者名 (keiyakusha-mei)
3. Your Registered Address: 設置場所住所 (setchi-basho juusho)
4. Your Date of Birth: 生年月日 (seinengappi)
5. Your Problem: Be ready to explain your issue simply. For example, “Internet is not working” or “My speed is very slow.”
Helpful Japanese & Romaji Phrases
Even a few simple words can help the operator quickly understand your situation.
・SoftBank Air (Sofutobanku Ea) – It’s good to use the Japanese pronunciation.
・Internet (Intaanetto)
・It doesn’t connect: 繋がりません (tsunagarimasen)
・Slow: 遅いです (osoi desu)
・Reboot: 再起動 (saikidou) – “I already rebooted.” (Saikidou shimashita.)
・Lamps / Lights: ランプ (rampu)
・Red Light: 赤いランプ (akai rampu)
・Cancellation: 解約 (kaiyaku) – “I want to cancel.” (Kaiyaku shitai desu.)
Chapter 3: Overcoming the Language Barrier – Your Digital Toolkit
When direct English support isn’t enough, modern technology can be your best friend.
Hack 1: Navigating My SoftBank with Browser Translation
The “My SoftBank” web portal is your most powerful tool for self-service, but it’s in Japanese. You can easily overcome this using your web browser’s built-in translation feature.
How to do it (using Google Chrome):
1. Go to the My SoftBank login page.
2. Right-click anywhere on the page.
3. Select “Translate to English” from the menu.
4. The entire website, including menus for “Billing Information” (料金確認) and “Change Address” (住所変更), will be translated. While not perfect, it is usually more than enough to manage your account.
Hack 2: Using Your Smartphone’s Camera to Translate Manuals
The setup manual that comes with your Air Terminal is in Japanese. The Google Translate app (available for both iPhone and Android) has a brilliant camera feature.
How to do it:
1. Open the Google Translate app.
2. Tap the “Camera” button.
3. Point your phone’s camera at the Japanese text in the manual.
4. The app will overlay the English translation directly onto the image in real-time, allowing you to read and understand the instructions.
Chapter 4: The Application Process for Foreign Residents
Applying for SoftBank Air as a foreign resident requires a few specific documents.
Required Documents
You will typically need the following:
1. Residence Card (在留カード – Zairyu Card): This is the most important piece of identification.
2. Passport (パスポート – Pasupooto)
3. A method of payment: A Japanese bank account (and its cash card/bank book) or a credit card.
It is highly recommended to apply at a physical SoftBank store, especially if you have limited Japanese ability. The staff can guide you through the paperwork and verify your documents on the spot. Applying online can sometimes be difficult if your name has characters that don’t fit the standard Japanese input fields.
Summary: Your Strategy for a Stress-Free Experience
Navigating SoftBank Air as an English speaker in Japan is entirely possible with the right strategy.
1. For Self-Service: Master the use of browser translation for the My SoftBank portal. This will solve 90% of your needs without ever needing to talk to a person.
2. For Simple Questions: Use the English support phone number (0800-919-0157), but be prepared with your S-ID and key information.
3. For Complex Problems: Use the English phone line as a starting point, but be prepared that you may need assistance from a Japanese-speaking friend or colleague if the issue becomes highly technical.
4. For Setup and Documents: Use your phone’s camera translation app to read Japanese-only materials.
By using this toolkit, you can confidently manage your SoftBank Air service and enjoy a comfortable and connected life in Japan.