Apology and notice regarding communication failure

We would like to express our appreciation for using KDDI and OKINAWA CELLULAR communication services.
We deeply apologize for the extended inconvenience and trouble caused to customers nationwide using our communication services that began on 1:35 a.m. on Saturday, July 2, 2022.
We will take thorough measures to prevent such an event from occurring again, and the entire KDDI Group and company will work together to ensure the stable operation of our services.
Refunds to customers due to communication failure will be made as follows. (Once ready, we will apply the deduction to billing starting from September.)

Refund details
(1) Refund in accordance with the contract terms and conditions

■Target customers: 2.71 million (KDDI), 70,000 (OKINAWA CELLULAR)

All customers who were unable to use communication services for 24 consecutive hours or more during the communication failure period [1] (Customers subscribed only to voice communication services)

■Refund details: The amount equivalent to two days' worth of basic usage fees, etc., of the contracted rate plan will be deducted from the customer's bill.
(2) Refund as apology for communication failure

■Target customers: 35.89 million (KDDI), 660,000 (OKINAWA CELLULAR)

All customers subscribed to smartphones, mobile phones, and Home-plus phones during the communication failure period [1]

■Refund details: Deduction of 200 yen (excluding tax) from billed amount

  • Since povo2.0 has a basic usage fee of \0, a data topping (1 GB/3 days) will be given in lieu of a refund.

Customers who are eligible for refunds will be notified by SMS (short message) [2] and invoice sequentially from mid-August.
There will be no link URL or request for customer information in the body of the SMS sent by KDDI regarding the refund.
Please beware of fake e-mails and SMSs purporting to be from our KDDI.

Cause of this failure and measures to prevent recurrence

News Release &
IR News

Failure & Maintenance Information (Japanese only)