How To Fix Loss of Signal on a Modem (PLDT, Globe, Converge)


How to fix Loss of Signal

If you are a Fiber subscriber from PLDT, Globe, or Converge ICT and find that your internet connection is down even if there is power in the socket, you may be experiencing a modem\router problem. A blinking or steady red light on your router may indicate that the device is malfunctioning. This can result in dropped internet connections and a VoIP phone with an intermittent dial tone.


If you see a red light on your modem, it typically means the modem doesn’t detect an internet connection and can’t connect. Red can be used to indicate a device is on, but you typically don’t want to see red on your modem. To fix an internet-connection problem, you’ll need to run through a handful of troubleshooting steps.

Table of Contents
What is LOS?
How to check if you're experiencing Loss of Signal?
Possible causes of Loss of Signal (LOS)
How to fix LOS red light on modem?
Philippines ISP Contact Information
Final Words

In this article, you will know what LOS is, the possible causes and we’re going to teach you on how to fix it regardless whether you’re using PLDT, Globe, Converge ICT, Eastern Communications, Planet Cable, PT&T, or SkyCable.


What is LOS?

LOS or Loss of Signal is generally an indicator on a networking device to indicate that a network signal or connection has been lost.


How to check if you're experiencing LOS red light on Modem?

There are several Internet Service Providers or ISPs in the Philippines such as PLDT, Globe, Converge ICT, SkyCable, Eastern Communications, Planet Cable, and PT&T, which provide different wired internet connection services like Fiber, VDSL, or DSL.

Different modems/routers provide different indications when there's a loss of signal. It's either the LOS red light is blinking or steady. The label can be one of the following: (1) LOS, (2) Internet, or (3) simply no label at all. In case there's no label, kindly refer to your modem's manual to determine the LED light for LOS. This unusual behavior of LOS light in modem requires immediate attention.

If you're experiencing LOS (Loss of Signal), you may still be thinking about why your WiFi is connected but no Internet. This is because the problem is not your device but on the side of the ISP.


Possible causes of Loss of Signal (LOS)

The LOS (Loss of Signal) red light in the modem is an indicator of a fiber cut. The following are the possible causes or reasons of LOS:

  • Loose or damaged patch cord.
  • Extreme fiber cable bend.
  • There is a problem with the fiber cable connected to your modem from the pole / NAP box.
  • There is an outage in your area due to your ISP's scheduled maintenance or ongoing equipment upgrades.

How to fix LOS red light on modem?

To fix the LOS red light on your modem, you may try the following solutions:

1. Power Cycle your Modem/Router

Doing a power cycle is the recommended first step when you're troubleshooting your modem or router. This usually solves common networking problems. To perform the power cycle, turn off the modem for 5 minutes and then back on to refresh your connection. Wait for the modem to sync within 3 minutes. Check the LOS light indicator.

2. Check for loose cables

The cables connected to your modem and fiber optic terminal box or indoor optical outlet (the small white box attached to the wall) probably became loose. Make sure all cables are properly attached. But you have to be very careful since the fiber optic cable is fragile and sensitive. Carefully check both ends of the fibre optic cable from the modem back to the white box. That is to securely push the connector in, not force it.

3. Check if your ISP has a firmware update

If your ISP has notified you about a manual firmware update for your modem, just follow the instructions carefully. Installing a firmware update is a critical step; if you fail, your modem might break. Firmware updates introduce bug fixes that eliminate common modem issues, and so you'll perform power cycles less frequently.

4. Contact your Internet Service Provider

If the abovementioned solutions didn't fix your LOS, contacting your ISP is your last choice. Calling your ISP's customer support will provide you enough information regarding your LOS issue. The Customer Service Representative or CSR will conduct a line test to know the cause of LOS. After conducting a line test, CSR will tell the condition of your network and will provide a repair ticket / support ticket / service request.

In contacting your ISP, it is important to prepare the following information: landline number, account name, your account number, address, and scanned valid ID; others also require modem's serial number because these are the commonly asked information by the customer support representatives. ISPs in the Philippines offer several ways to provide support to their subscribers.


Philippines ISP Contact Information

PLDT
  • Hotline number: 171 (toll-free using Smart/TNT)
  • Email: customercare@pldt.com.ph
  • Website: https://pldthome.com/support
  • Twitter: @PLDT_Cares
  • Facebook: @PLDTHome

Globe
  • Hotline numbers: 211 or (02) 730-1010
  • Website: https://www.globe.com.ph/contact-us.html
  • Twitter: @talk2GLOBE
  • Facebook: @globeph

Converge ICT
  • Hotline numbers: (02) 86670850 or (045) 598 3000
  • Email: servicedesk@convergeict.com
  • Website: https://www.convergeict.com/tech-support/
  • Twitter: @Converge_CSU
  • Facebook: @ConvergeICTOfficial

SkyCable
  • Hotline number: 3381-0000
  • Email: skyserves@mysky.com.ph
  • Website: https://www.mysky.com.ph/contact-us
  • Twitter: @SKYserves
  • Facebook: @MySKYCable

Eastern Communications
  • Hotline number: +63 2 5300 1000
  • Email: customerservice@etpi.com.ph
  • Website: https://eastern.com.ph/contact-us/
  • Facebook: @easterncommph

Planet Cable
  • Hotline number: (02) 8657-1127
  • Website: https://www.planetcableph.com/servicerequest
  • Facebook: @PlanetCablePH

PT&T
  • Hotline number: (+632) 8-726-8888
  • Email: inquiries@ptt.com.ph
  • Website: https://www.ptt.com.ph/contact-us/
  • Facebook: @PTTFiberInternet

Upon contacting your ISP, you will be provided a repair ticket / support ticket / service request, so that you can follow-up on your concern. ISPs may take several days (depending on their availability) to attend to your concern and a few days more to dispatch a technician (if needed) to your home. Throughout your service request, the CSR or the technician will ask for some information or request you to perform certain steps. Cooperate with what they're asking as it will help speed up the repair process.


Final Words

You can expect to see the LOS light blinking red on your router from time to time. It can be a really annoying experience but when you know what to check and do it gets a bit easier. Maybe a simple cable check or reboot will help you diagnose and fix the problem. Or you will have to ask the tech support to guide you through the troubleshooting steps. Or maybe you will just have to wait for a notification that the outage has ended. Yes, it can be stressful, especially if you are in a hurry, but the good thing is that it can be fixed. After that you can continue with your everyday online activities.

What can you say about the solutions on how to fix LOS red light on modem? Let us know your thoughts by leaving a comment below.



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