Support

Frequently Asked Questions

Exciting New Service (Multi-GiG Data Service)

What is Allied Telesis Multi-Gig Service?

These are new much faster speed data packages designed to meet the demand for ever faster Internet speeds. Allied Telesis is the first Internet Service Provider (ISP) to deploy this emerging technology which enable speeds beyond 1 Gbps – all the way up to an incredible 10Gbps Internet experience.

What is all the Hype?

Previously, service providers sold internet service packages in limited data rate increments that generally were less than the capability of the Customer’s equipment. A customer might have a 100Mb router but be limited by a 20Mb DSL internet package. The limit with Allied Telesis Multi-Gig service rests with the customer’s own equipment.

What are the data rates and speeds supported with Allied Telesis Multi-Gig service?

Multi-Gig supports 100 Mbps, 1 Gbps, 2.5 Gbps, 5 Gbps, and 10 Gbps speeds.

Why would I be interested in Allied Telesis Multi-Gig Service?

Standards are constantly evolving, and these new standards will one day be the norm. But you can get faster speeds today with Allied Telesis Multi-Gig Service. Widespread adoption of advanced wireless applications and devices are driving the need for more network bandwidth. As the industry moves to Wi-Fi 6, access points are requiring more wireless bandwidth than 1Gbps. Service providers are struggling to keep up. Not Allied Telesis. We anticipated the shift in bandwidth requirements. During 2019 and the beginning of 2020, we upgraded the networks on all bases we serve to become the industry’s leading technology service provider.

What should I be looking for in a Next Generation Router to get the best performance with my Allied Telesis Multi-Gig Service?

Several Router manufacturers now offer routers that are Multi-Gig compatible. Look for Multi-Gig 2.5Gb to get 2.5 times faster than 1Gb service or Multi-Gig 5Gb to get 5 times faster service than 1Gb.

Do I need to purchase a new router to enjoy Allied Telesis Multi-Gig Service?

You may prefer to if you like to own your own equipment, but this new generation of hardware is expensive. If not, Allied Telesis plans to offer equipment rental at reasonable prices until next generation router equipment becomes more affordable.

Can I use a standard RJ45 connector and cable to connect the cable to my equipment?

Yes. You don’t need to purchase expensive cables.

My Router claims to offer speeds go up to 6.8 Gbps, but the port Multi-Gig speeds supported are 2.5 Gbps or 5 Gbps. How are they related?

802.11ac and 802.11ax speeds are the Radio Frequency speeds. When this is translated into the Access Point-switch bandwidth, this speed is reduced by a factor. That results in the 2.5 Gbps and 5 Gbps speeds on the Multi-Gig switch ports.

How will my Multi-Gig compatible router auto-negotiate the link speed with Allied Telesis Service?

If your router is Multi-Gig capable, both Multi-Gig ports will auto-negotiate the highest speed they can support over the cable and distance.

What happens when I connect a device that isn’t Multi-Gig capable to Allied Telesis Multi-Gig Service?

Your equipment will operate at the highest speed enabled by your system. Allied Telesis Multi-Gig service can support speeds ranging from 100 Mbps to 10 Gbps. The Multi-Gig port will auto-negotiate with the customer’s device to the fastest speed supported by both devices. For example, if the far-end device is only capable of 1 Gbps, the two devices would connect at 1 Gbps speeds.

Will Allied Telesis have to install anything in my unit?

Since distance is a factor, those customers that live at the far end of the building that also have 10Gb compatible equipment may need to have an upgrade to the facility wiring to fully realize the 10Gb connection speeds.

General

Can we get service on more than one computer in our home?

The Residential Gateway supports one LAN connection. You can use an Ethernet switch or router to provide more connection ports.

How long will it take to install in my home?

You will receive a self-install kit that should take you no longer then 30 minutes to install. If you have any question dial 411 for tech support.

How can I sign up for phone, video, or data services?

Come visit us at your nearest Allied Telesis Capital Corporation Store.

Where are your offices located?

For Yokota: YCC Building #570
For Zama: Building #406
For Misawa: Building #325

Where can I get help for any service problems?

Allied Telesis offers 24/7 customer support by dialing 411 from your phone.

Payment & Sign Up Options

How can I pay for services?

Allied Telesis offers flexible payment options. Customers can pay by cash, check, or Star Card at the ATCC Store. Customers can also pay by credit card via our online Billpay website and can enroll for recurring payment by credit card. Automatic withdrawal from paycheck is not available at this time.

When is my bill due?

Bills are generated on the 1st and due by the 20th.

Can I stop service temporarily if I’m deployed for 3 to 6 months?

Yes, with a copy of your orders you may temporarily stop service and reactivate it with no reconnection or activation fee.

Television Service Options

Will my Tivo box work with the Allied Telesis cable box?

Currently the Tivo box does not support the Allied Telesis SD or HD set top box. We are in the process of trying to get Tivo to add the Allied Telesis.

Does Allied Telesis make an M card (Multi-stream CableCARD) that can be used in the newer Tivo boxes?

Allied Telesis uses a Verematrix Cable Card. Tivo does not support the manufacturer.

How many channels will we have?

We offer 90+ basic channels, including AFN (free of charge) and another 40+ premium channels for subscribers. Please see the individual plan options for more details.

Will I be able to watch prime time TV programming during prime time?

You will be able to watch your favorite TV shows at their intended viewing times. New “time-shift servers” will be installed by AAFES so that prime time shows are broadcast in prime time. News and sports programming will continue to be broadcast in real time.

I like to record programs for later viewing. Will this be available?

Yes, in conjunction with AAFES, you are now able to purchase Tivo personal DVR boxes to record your favorite shows and play them back when you want. The Tivo box comes with many additional features, so please stop by the AAFES store to get your Tivo today.

Why can’t we get some of the more popular stateside channels like HBO and Disney?

While the Air Force Base at Yokota is U.S. jurisdiction, it resides on Japanese soil, and is therefore ultimately governed by international copyright laws. Many U.S. content providers do not have international rights to broadcast in Japan. We go to great lengths to obtain the best U.S. programming allowed, but the attorneys for some of the more popular channels, such as HBO and Disney, are not comfortable with broadcast rights outside of the states.

Phone Service

How do I make calls on my US phone number?

Dial 1 plus the area code and the number to place calls to the U.S.
You will be billed at international rates for local, off-base Japanese numbers. We recommend that you use a local phone to make off-base local Japanese calls.
You will not incur long-distance charges if you call to the U.S. These are billed as part of your service plan.
For international calls, dial 011 prefix + country code and number. International calling rates will apply.

How will I call 911 for emergency services?

Dial 911. Your call is handed over to the base switch and routed directly to emergency services.

Can I choose my U.S. number?

Sign up early to receive your choice of numbers from our pool of U.S. numbers. Your choice will be limited as more people sign-up.

Can I take the U.S. number you assign with me?

Allied Telesis is required to support customer portability requests allowing you to keep your assigned telephone number. Please note however that Yokota is the only base outside of the United States that supports U.S. telephone numbers. Thus your number will only work at Yokota or in the U.S. If you are transferring to another base outside of the U.S., your phone number will not work there.

Can I port a U.S. number into the Allied System?

Allied Telesis supports number portability within the “Rate Centers” we currently subscribe to. You can submit your request to customer service to determine if the number can be ported into our system. If you are moving from one geographic area to another, you may not be able to take your number with you.

When I call home from work, what will I have to dial?

Please visit your Telephone Service Site and get the phone system guide. For example:

American Embassy Tokyo: 011-(81) 33-224-5000 or EXT#
Atsugi: 011-(81) 46-763-XXXX
Zama: 011-(81) 46-407-XXXX
Hardy Barracks: 011(81) 3117-29-3270
Iwakuni 011(81) 827-79-XXXX
Misawa: 011(81) 3117-62-XXXX (home number) 011(81) 3117-66-XXXX (duty number)
New Sanno Hotel: 011(81) 33-440-7871
Sasebo: 011(81) 956-50-XXXX
Tama Hills Recreation: 011(81) 0423-77-7009
Yokosuka: 011(81) 46-816-XXXX (for tel# starting with 243) 011(81) 46-896-XXXX (for tel# starting with 241)

When I call work from home, what will I have to dial?

When calling work from a residence, customers will dial appropriate digit plus the 7-digit number DSN number.

I currently have Caller ID at home. Will I still have it with the new phone service?

Yes. You will have Caller ID service with the new phone service.