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- [Service disruption] Update on communication service unavailability for some Kanto customers (Report 3: As of Jan 27, 4:30 PM)
[Service disruption] Update on communication service unavailability for some Kanto customers (Report 3: As of Jan 27, 4:30 PM)
January 27, 2026
Thank you for using Rakuten Mobile.
Some customers in the Kanto region are currently experiencing the following issues:
We deeply apologize for any inconvenience caused to our customers.
■Changes since last time
Updated "4. Restoration outlook".
1. Date and Time
Tuesday, January 27, 2026, starting around 2:00 PM and continuing
2.Affected Area
Some of the following areas are affected:
・Ibaraki Prefecture, Kanagawa Prefecture, Saitama Prefecture, Tochigi Prefecture, Tokyo, Yamanashi Prefecture
3. Affected Services and Impact
■Customers using smartphones (voice calls, data communication)
・Rakuten SAIKYO Plan
・Rakuten SAIKYO U-NEXT
・Super Hodai (Rakuten Network)
・Combination Plan (Rakuten Network)
・Rakuten Network MVNO
■Customers using Wi-Fi routers (data communication)
・Rakuten SAIKYO Plan
・Rakuten SAIKYO U-NEXT
・Rakuten Turbo
・Rakuten Network MVNO
Some customers may experience situations where the above communication services are unavailable or difficult to use.
※Emergency calls may also be unavailable or difficult to use for some customers.
4. Recovery Outlook
Checking
5. Cause
Under investigation
6. Customer Information
・Please use landlines, payphones, or other carriers' mobile phones for emergency calls and voice communications.
・We recommend using data services in Wi-Fi environments, such as home Wi-Fi or public free Wi-Fi.
7. Customer Contact (us, form, etc..)
■ Contact (us, form, etc..) by phone
・Customers using the "Rakuten SAIKYO Plan"
From mobile phone: 050-5434-4653
(Reception hours: 9:00am - 5:00pm, open every day)
- Customers using Rakuten Turbo
From mobile phones and regular phones: 0800-805-0040
(Reception hours: 9:00am - 5:00pm, open all year round/toll free)
■Contact us via chat
To reach us, visit the support page and tap "Use Chat Consultation" at the bottom.
Support page
(Available from 9 AM to 11 PM)
※Chat requires Login to my Rakuten Mobile.
