Contacting Yahoo! BB
Q. How can I contact Yahoo! BB in English?
A. Yahoo has a dedicated English Customer Account Support phone line. The word "Account" means that, officially, the English line only deals with "account"matters. Offically, they don't do technical support at that number but, because they get so many requests, they will generally try to help to the extent that they can. For advice on how to obtain answers to Technical questions, read on.
Yahoo! BB English Account Support Line
Questions you have that pertain directly to the status of your application should be directed to the Yahoo! BB English Customer Support line. As mentioned, the English line does not officially accept technical questions. However, they usually will try to help, to the extent they can, by arranging to have replacement modems sent so it's a good place to start.
If the reps at the Englis line are unable to help with your technical questions, you should see the info below on Technical Support.
The English Customer Account Support line deals with:
1. Yahoo! BB/BB Phone services and campaigns.
2. Status of your application.
3. Arrival date of modem.
4. Switching service plans.
5. Confirmation of the NTT internal setup date.
6. Confirmation of the activation date.
7. Correction of application.
8. Cancellation of Yahoo! BB services.
9. Moving your serviceThe English Support line does not support the following:
1. Making an application over the phone.
2. The "content" of Yahoo! Japan.
3. Technical support (except as noted).Although it's not advertised, it appears that they can also help with some billing matters (e.g., changing method of payment). They cannot answer questions about billed amounts, etc., however.
See below for phone numbers.
Yahoo! BB Technical Support
Technical support is in Japanese, however, so BBapply provides that support--to the extent possible--through an online support forum. It does not mean, unfortunately, that BBapply has a hotline to answer questions or talk you though connection and configuration or trouble-shooting. Your understanding in this matter is appreciated.
If you're having trouble connecting, you should start with the trouble-shooting suggestions in the FAQ. The FAQ also has computer configuration instructions.
If you have questions or problems after trying the above, you may ask for help in one of the following two ways:
BBapply Volunteer Support Forum
For problems relating to configuring your computer, using the services, and trouble-shooting, you are welcome to post questions on the Yahoo! BB English FAQ and Support Forums.
The support site was created for all English-speaking users of Yahoo! BB. The support site has a search function that will help you find the most useful threads.
Direct Contact to Yahoo! BB
Questions you have that pertain directly to the status of your application should be directed to the Yahoo! BB English Customer Support line. Technically the English line does not accept technical questions. However, they usually will try to help, to the extent they can, so it's a good place to start.
If they are unable to help, you should either have a Japanese speaker assist in contact to the Japanese Technical Support Line.
Calling Yahoo! BB Japanese Support Line
The Japanese Technical Support line does not have dedicated English support at that number. Sometimes, however, they are able to find an English speaker or you can get them to have one call you.
The numbers to call are at the bottom of this page. When you call, you'll hear a recording that announces a menu of choices to dial. When the recording starts, wait 35 seconds and then push one of the following numbers for the services indicated:
1. Check on modem delivery (English line can do this for you).
2. Ask about ID, Password, Yahoo Auctions and other services.
3. Computer configuration and connection issues.
4. Email configuration.
5. BBPhone issues and questions.
6. Billing issues and questions.Talking to the Japanese Support Line
When they answer, say "English Support, please." They will usually then ask you to have a Japanese speaker call back. Apparently, they have English cue cards because, while they can give the above message, they usually cannot engage in any real conversation.
Just keep saying, "English support, please" and also "I don't speak Japanese." Then, when they have the idea that you're not going to give up easily, say "Please telephone me in English. My number is [say number slowly and clearly] When giving your phone number, avoid saying things like 'double-five-oh-six' or 'oh-five-hundred.' Instead, say 'five-five-zero-six' or 'zero-five-zero-zero.
Preparing to Call
Whenever you call Yahoo! BB, you should have your 14-digit YBB account number handy. (It starts with '200' and can be found in the "Starter Pack" letter you got from SoftBank on/about the same day your modem was delivered.)
If you don't have or cannot find that number, they may want to verify your identity by calling you back on either your NTT, Yahoo! BBPhone, or mobile phone number (if the mobile number was provided to them when you applied for the service). They also might you for the a number on the bottom of your modem.
Contact Telephone Numbers
The phone numbers to call to reach Yahoo! BB support depend on how you are calling.
To call the English Account Support Line from:
- Yahoo! BBPhone installed with NTT phone service or from an NTT landline phone:
0800-1111-130 (Toll-Free)
- Yahoo! BBPhone installed without NTT service
03-6888-4943 ('local' call from anywhere in Japan)
- Mobile phone
03-6888-4943 (regular toll call)
To call the Japanese Technical Support Line from:
- Yahoo! BBPhone installed with NTT phone service or from an NTT landline phone:
0800-2222-820 (Toll-Free)
- Yahoo! BBPhone installed without NTT service
050-1120-1231 (Toll-Free BBPhone call)
- Mobile phone
03-6688-5120 (regular toll call)Hope this helps.
Jimmie Jenkins
Back to the FAQ
Web site ©1999-2008 Zazm, Ltd.