If you are using a ‘Japan Unlimited v1’ SIM that was purchased before Oct 12th 2021, please visit the following link:
v1 Troubleshooting Guide
If you are using a ‘Japan Voice + Data SIM’ (previously known as the ‘Japan Unlimited SIM v2’ SIM) that was purchased after Oct 12th 2021 however, please continue reading;
On April 15th 2024, the Softbank network switched off its remaining 3G cell towers which has caused some connectivity problems for a few of our customers which we must note are entirely outside our control.
We are in constant communication with the network to try and get these issues resolved however at this time we cannot confirm when normal service will return.
Although this is a network related issue beyond our control, we have provided some steps below which may help restore your connection:
1) Switch off your phone remove any SIM Cards installed in your device and leave your phone switched off for 5-10 minutes
2) Reinsert our SIM Card into SIM Slot 1 and leave slot 2 empty ( If your phone is dual SIM ).
Note: If your device is eSIM compatible, please ensure any eSIMs on your device are disabled ( not deleted ).
3) Switch your phone back on and wait a few minutes to see if your phone establishes a connection to Softbank
If your device does not establish a connection please check the following;
1) Network type/mode is set to 4G/LTE
2) VoLTE is enabled
3) Make sure the correct APN is installed
– For iPhone please see this link
– For Android please enter the following;
Name: Mobal
APN: sb.mvno
Username: data@jp
Password: data
MCC: 440
MNC: 20
Authentication Type: PAP or CHAP
APN Type: default, supl
Bearer: LTE
APN Protocol: IPV4/IPV6
APN Roaming Protocol: IPV4/IPV6
MVNO Type: SPN
4) If you are still unable to connect to Softbank after these steps, please reboot your phone.
5) If there is no change, please switch the Airplane / Flight mode on for 30 seconds and then switch it back off again.
6) If the issue still persists, please return to the APN profile again and try changing the APN Type from “default, supl” to: default,ia,mms,supl,hipri
After making this change, save the profile / retest the connection and if there is no improvement, please reboot your device and then test the connection again.
If the steps above fail to resolve your issue, please try connecting to the Softbank 4G network manually. For general instructions on how to do this, please see the links below:
For Android: Manual Network Selection (Android) – Mobal Support – Japan Voice+Data SIM
For iPhone: Manual Network Selection (iPhone) – Mobal Support – Japan Voice+Data SIM
If you have tried all of the above we would suggest contacting the service provider/retailer you purchased the phone from originally to check that it is capable of using VoLTE in Japan.
If your provider confirms it is possible to use VoLTE in Japan and your issue persists, please get in touch with the exact make/model of your device and screenshots of your revised APN Settings and Mobile/Cellular network settings and we will investigate this further for you.
Thank you for understanding and cooperation and we again apologize for any inconvenience these temporary connectivity issues may be causing you.