RResidents in Japan

NURO光 is literally unusable (again). Second time, same constant dropouts, support still useless

  • February 13, 2026

(TL;DR at the bottom)

Got NURO光 in Toshima-ku (マンション) and it’s been a nightmare.

This is actually the SECOND time I’ve tried NURO. Last time I had the same exact issue for like 2 months, support did nothing, so I canceled during the free cancellation period.
Months later I signed up again hoping it would be better new ONU/router, fresh install… and the exact same problem is happening again from day 1. So it’s not “my router” and it’s not “a bad unit", its probably the line to the building. I also noticed nobody in my large building is using nuro despite it technically being our only options for internet over like 300mb/s, so I imagine this is happening to everyone.

What’s happening

The internet just fully dies every 10–30 minutes. It drops for 10 seconds up to 10+ minutes, then randomly comes back.
When it happens, everything cuts at once: work calls, meetings, browsing, streaming, gaming, all of it.

Not Wi-Fi / not my setup (what I tested)

  • PC wired directly into their ONU (no extra router)
  • Different Ethernet cable
  • Power cycling
  • Full factory reset of their ONU
  • DNS changes / IPv6 on/off / MTU tuning
  • Tried a multi-router setup too

Same issue every time.

Proof / measurements

Inside my local network = stable. 0% loss to the gateway.
But to the outside world, it’s a mess.

I ran PingPlotter (1 sec interval) to google.com and 1.1.1.1 and it shows repeated blocks of 100% packet loss for minutes at a time (solid red).
Windows even throws ICMP Error 1231 (“network location cannot be reached”) during some of the outages.

So this looks like NURO upstream (MAP-E/CGN/segment/whatever), not my apartment setup.

Support experience

I sent timestamps + screenshots + logs. The only response I ever got was basically:

  • “reboot/reset and wait a week”
  • “we reprovisioned remotely”

It did nothing. Then they just stop replying after the initial email and you can't respond to emails, only chats which are severely limited. Chat wait times are insane too.

Questions

  1. Anyone else in Tokyo mansions have this same NURO issue?

TL;DR

NURO光 in my Toshima-ku mansion drops every 10–30 minutes for minutes at a time.
I tested wired directly to 2 different ONUs, factory reset, different cables, , etc. Same problem.
PingPlotter shows repeated 100% packet loss blocks to external targets.
This is my second time with NURO (new ONU/router) and the same issue came back immediately. Support is completely useless.

by ducktoucher0