Docomo considers customer payments after personal-data breach

Executives outline notifications and security measures, while also explaining a separate outage affecting up to 1.6 million customers.

Channel: TBS NEWS DIG Powered by JNN ·

JapanStory of November 7, 2026Trari Newsroom

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【ライブ】ドコモ社長が会見　最大約30万件漏えい　不正アクセスによる情報流出について説明（2026年11月6日 LIVE配信）｜TBS NEWS DIG

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2:47Maeda says exposed information includes names, birth dates and identity-document numbers across individual and corporate mobile lines.
4:21Tsubotani outlines service suspensions and overseas IP blocking following detection of the intrusion.
7:34Saito outlines customer notifications and a dedicated inquiry service, and warns about suspicious communications.
8:23Saito says customer payments are being considered, with details still undecided.
10:38Maeda sets out plans to strengthen security and prevent another breach.
11:43Tsubotani attributes the previous day's standalone 5G outage to congestion following a switching-equipment memory abnormality.

NTT Docomo is considering payments to customers after unauthorized access exposed personal information linked to nearly 300,000 mobile lines, company executives said at a November 6 news conference. The payment details have not been decided.

Japan's TBS NEWS DIG Powered by JNN, the news service of Tokyo Broadcasting System and the Japan News Network, carried the briefing live. Docomo president Yoshiaki Maeda apologized and bowed deeply before setting out the scale of the breach.

Docomo, a Japanese mobile carrier owned by NTT, said the exposed information included names, dates of birth and identity-document numbers. Its estimate covers both individual and corporate lines, rather than necessarily representing that many separate people.

Executive vice president Tsubotani described the response after the intrusion was detected: suspending services including the online shop and My docomo account portal, and blocking overseas IP addresses. Maeda promised stronger security and measures to prevent a recurrence.

For affected customers, executive vice president Saito outlined notifications by SMS and direct mail, along with a dedicated inquiry service. He also warned customers to watch for suspicious communications. The proposed payments remain under consideration, not an announced compensation package.

The briefing addressed another problem as well: a November 5 disruption to Docomo's standalone 5G service. Tsubotani said it affected up to about 1.6 million customers nationwide and attributed it to network congestion following a memory abnormality in switching equipment. Executives presented that outage separately from the unauthorized access.

At the close of the prepared explanation, Maeda acknowledged the seriousness of repeated incidents involving customer information, and all three executives bowed in apology.

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