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【au Hikari】I would like to know how to return my equipment (modem / home gateway / router / ONU) when moving or canceling my service

For customers considering switching to another provider

Before switching to another company, I would like to discuss pricing, speed compatibility, and ways to use the service cost-effectively

We kindly ask you to contact the KDDI Customer Center before making the switch.

For customers using au Hikari (au one net)

0120-959-472

Business Hours: 9 a.m. to 6 p.m. (all year round)

For customers using au Hikari (with provider other than au one net)

Contact details vary depending on your contracted provider.

Please check the contact list of affiliated providers and inquire.

Click here for the contact list of affiliated providers (in Japanese only)

In case of moving

【au Hikari】I would like to know how to return the devices (modem, home gateway, router, ONU) when moving

Please take the equipment you have been using to your new address.

For your new residence, KDDI will provide new equipment for your use.

We will also send a prepaid return shipping label for your current equipment. After installing the new device, please use the provided label to return your previous device.

  • Please return the AC adapter as well.

Important notes

  • Depending on the equipment/facility conditions at your new address, you may continue using your current equipment.
  • The prepaid return shipping label will be delivered about 10 days after you complete the moving procedure. It will be sent to your previous address, so please make sure to complete the mail forwarding procedure in advance at your local post office.
  • For inquiries regarding moving procedures, please contact the KDDI Customer Center.

For your reference

In case of cancellation

【au Hikari】I would like to know how to return the devices (modem, home gateway, router, ONU) when canceling

After completing the cancellation procedure, we will send you a cash-on-delivery slip (COD) for returning the device, so please use that slip. 

  • Please return the AC adapter as well.

Important notes

  • The cash-on-delivery return slip may arrive approximately 10 days after the cancellation procedure is completed.
  • If the equipment is not returned within a certain period, a penalty fee will be charged depending on the length of use.
  • In some cases, equipment is returned without completing the cancellation procedure.

    For cancellation procedures, please contact the KDDI Customer Center.

    Click here for contact information

For your reference

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