Excellent customer service! I ordered an eSIM before I arrived in Japan but did not try to install and connect to it before I arrived at Narita. I quickly realized my phone was sim locked (be sure to check yours!) and contacted customer service. They replied within 10 minutes and were very gracious. Fortunately I did pay for the insurance in case something went wrong, so I was able to get a pocket wifi instead of my eSIM. I had already left the airport or I would have been able to pick it up at the counter there. Instead Sakura Mobile customer service offered to ship my pocket wifi to whichever hotel I was staying at, with no extra cost. Fortunately my hotel was very close to their office in Shinjuku so I asked if I was able to stop there to pick it up and have it sooner, which they quickly agreed would be quicker and easier and provided me with all of their information to find the office. Pic up was quick and efficient, the representative spoke great English so I didn’t even have to use a translation app and I was on my way within 10 minutes, now connected to their network. I was given a carrying case, the hotspot device and a charging cable and plug.
Connection was solid throughout the metro area. The only times I had issues was in Ichikawa (had to see Punch!) but it was still operational and fairly quick.
The return process was also just as easy. I was provided with a return envelope and instructions on how to return to any Japan Post box. I opted to return in person as my second hotel was directly across the street from their office. 5 minutes and I had a confirmation email of a finished return.
Highly recommend Sakura Mobile to anyone visiting Japan as they had excellent and very responsive customer service, multiple in-person locations and multiple options for delivery and return of physical components.
Special thanks to Carmen in the customer service department who responded so quickly and provided me all of my options as well as the guy working right at open on 2026/2/15 and the woman working around 11 am on 2026/2/25, both at the Shinjuku office.
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Sakura Mobile offers English-friendly wireless and home internet services in Japan, perfect for tourists and long-term residents.
Our short-term options include Pocket WiFi, SIM cards, and eSIMs, ensuring seamless connectivity for visitors. Long-term plans feature comprehensive voice and data options, data-only plans, and reliable home internet solutions.
Utilizing NTT docomo and Softbank networks, Sakura Mobile guarantees extensive coverage and dependable mobile communication.
For home internet, we leverage NTT's comprehensive fiber-optic network, providing high-speed, reliable connections. Choose Sakura Mobile for a smooth and trustworthy communication experience in Japan.See more
