SoftBank Reviews 

The SoftBank Air cancellation process is unnecessarily difficult and unclear. The online account shows cancellation fees even when an official fee waiver applies, but the cancellation cannot be completed online. Customers must reserve a callback and repeat their information by phone. There is also no clear English support. This process feels designed to discourage cancellation rather than help customers complete it.

How come they allow such a company to thrive in Japan? I got their supposedly "high speed" home router internet package.
It worked fine for exactly one year, then they dropped the speed to less tha 500kbps (kilo, you read that right). When I went to their shop in makuhari aeon mall to complain, the customer service guy said shamelessly that it's time to upgrade to a higher package or the issue won't be solves, while I'm on a contract with them for 3 years.
How the hell services deteriorated to that level in Japan? Well, if you know the owner you know the answer...

I went to Japan with my daughter. I could not rent two SIM cards at once so I had to authorize my CC for her to get her SIM. When I saw my CC bill for hers it was 92,000 yen or over $850 CAD for two weeks of SIM and I assume data. That is almost twice my annual cell phone bill with 50g/month data. When I inquired they would not give me any information since even though I paid for it I was not the contractor, First that is garbage and second they gouge you

電波も繋がらない最低もう結構だ。👎🏿👎🏿👎🏿👎🏿

Service cut during exam season. Call to figure out and they say it’s bc of a missed payment, but I want call or notified at all. The service was already not great, and now this. Absolutely no help from customer service to fix this either, even though I asked to pay when they said it, “no you cannot pay.” Later found out that I could’ve still paid but they just didn’t let me. It’s so scammy and awful considering a large amount of customers are foreigners who are still learning Japanese.

Scam when in another country (20 000$ 1GO)

I've been a Softbank customer for many years---ever since they took over for Vodophone. Recently I upgraded phones, buying an iphone SE, with realization I would be able to make free international calls via FaceTime, a fact confirmed by Softbank Customer Service. However they billed me ¥7000 for a call made by FaceTime. I absolutely refuse to pay for it, which Softbank agreed to accept. But from now on I would no longer have capability of making international calls from my iphone. Instead of accepting responsibility they push it onto the custoner. They want to punish me for something I did no wrong. It doesn't end there though.
1 I must first pay the 7000 then they will give me a credit for the same amount to balance it out in the subsequent billing statement.
2 They will not give me any written statement in fact SB agreed to doing this. What if the SB personnel made a mistake about it? Or the company intentionally will renege on it? The customer has no recourse.
3 I feel put into a corner and have no other option but to quit the service. They want me to pay the same regular service charges but with reduced services (no international calling)?
Softbank management seems to be backward: It's now the 21st century not the 19th.

mubaarik axmed

Todas las veces que he acudido a esta tienda el trato recibido ha sido brusco y maleducado, tratando de terminar cuanto antes y sin mostrar en ningun momento una disposicion atenta o amable. Ayer fui a la sucursal de Roppongi a cancelar un contrato de un movil y sali del establecimiento 2 minutos despues sin que hubieran resuelto ni una sola de mis dudas. Verdaderamente no recomiendo a nadie esta tienda.

「SOFTBANK Air5G」を長く使用しておりましたが、「コロナ禍でのリモートワーク」が増えてきた現状では使い物になりませんでした。

リモートワークでは「画面フリーズ等で安定した仕事ができない事が多々あり、多大なストレスがかかる」ため『早くて安定すると話題の他社の光回線』に乗り換えることにし、本日SOFTBANKのコールセンターに解約の申し出を行いました。

その際オペレーターの女性より「今回お得なご料金のご紹介をさせて頂いても宜しいでしょうか？」とのご案内があり、前述した理由（リモートワーク環境下ではSOFTBANK Air5Gは安定しない、フリーズする）ことから、他社に乗り換える事をあらためてお伝えし、「今のこの段階で、お得なプランをご紹介していただいても・・・」とお断りさせて頂いたところ、その後オペレーターの態度が豹変し（めんどくさそうな横柄な態度）、雑な対応でとても嫌な気分になりました。

４年以上リモートワークを含め、我慢しながら「SOFTBANK Air5G」を使用してきましたが、解約するとなると最後は最悪な対応をされ、今後はSOFTBANK社のスマホも含め二度と契約したくないと感じました。

現在「コロナ禍でリモートワーク」が増えている方も多いと思いのではと思われますが、「SOFTBANK Air5G」はZOOMやTEAMS等のリモートワークでは、フリーズしたり動作が安定しない」ので、「コロナ禍でリモートワークが多い方」は、特にご注意ください。

今回のケースの様に何かあった際のオペレーターの対応も最悪です。
企業イメージが瞬時に代わりました、SOFTBANK残念です。

by.business user

Disgusting work ethics, full of politicians playing politics unless their a-r-s-e is licked. Not a good place to work at all, promised something else to get you in. No progression available. Looked down unless your title says else.

Used them for years for cellphones, pocket wifi, fiber optic internet and most recently electricity. I’m very satisfied with Softbank.

Had Softbank from Jan 2017 to Nov 2018. Bought out the contract for the phone as I was leaving Japan. Loads of problems ensued:

1 - When I cancelled, they didn't unlock it as expected. When I realized they forgot to unlock it, they then refused to unlock it as the contract was cancelled. So basically because of their incompetence, I now have a useless iPhone, even though I bought it from them. Scam.

2 - I also later found out they charged me twice for an October bill - they only acknowledged it when I called them. ZERO apology, just a reluctant refund.

3 - Shocking customer call centre with rude, unfriendly staff.

AVOID USING AT ALL COSTS!