Are you frustrated with LOS red light status on your PLDT , Globe , and Converge modem / router? As our internet providers switch to fiber internet connection, one of the light … Keep reading
Are you frustrated with LOS red light status on your PLDT, Globe, and Converge modem / router? As our internet providers switch to fiber internet connection, one of the light indicators we used to see on our modem is the LOS or loss of signal. As a subscriber, this simply means there’s no internet connection from our ISP (Internet Service Provider) and no dial tone on the bundled landline telephone.
How to Fix LOS Red Light
LOS simply means Loss of Signal. The LOS steady or blinking red light indicates any of the following reasons below.
- Loose or damaged patch cord (connected at the back of your modem).
- Fiber cable bend (from NAP box or pole going to your modem).
- Network outage or there’s an on-going maintenance in your area.
Troubleshooting LOS Red Light
Knowing the possible reasons on why you’re experiencing LOS or no internet connection problem, we can try these basic troubleshooting options.
- Restart or reboot your modem
- Check for loose and bend cables
- Perform a firmware update
- Call the Customer Service Hotline
After 10-20 minutes since you see LOS red light appear on your modem, try performing a power cycle or do a restart by pressing the power button of your modem (button usually located at the back). This fixes simple network connections problem as it refreshes and re-syncs your account configuration. You may also try turning it off for at least 5 minutes before you turn it back again.
Inspect the fiber cables from the termination box going to your modem and make sure it is properly attached. There are chances that the cables are loose and may bend in case you move the modem/router. Carefully push the connector inwards to tighten it, ensuring not to apply too much force as fiber optic cables are fragile and may break easily when bent. If you have an extra fiber optic cable available, consider replacing it carefully to determine whether it is the culprit.
Doing this requires confirmation and advisory from your ISP (check ISP’s official website and social media pages). There are cases that your modem/router requires a firmware update for bug fixes and security patches. If you’re not sure about doing this procedure, you can proceed to the next troubleshooting option below.
If you’re not so techie, this is the second best thing you can do if rebooting your modem doesn’t fix the LOS problem. Your ISP’s customer tech support may assist you and provide step-by-step procedures on how to perform the proper troubleshooting based on your specific internet connection problem. They will also provide you a job order, repair ticket, or service request number that you can use to track the progress of the reported internet problem. This is also useful if you want to request or ask for a rebate due to an outage.
Here are the hotlines or contact numbers that you call if you’re having LOS on your internet connection at home. Make sure to ask for a reference, ticket, or job order number when speaking to a customer service representative.
Contact Support and Hotlines
The best thing you can do when you are experiencing LOS red light on your fiber modem/router after doing the basics troubleshooting is to contact or call your ISP hotline. This is to record your loss of internet connection via a reference or ticket number. It is also useful as a reference when you want to file for a bill rebate due to an outage or network problem.
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PLDT
- Toll-free Hotline number: 171 (using Smart/TNT)
- Email address: customercare@pldt.com.ph
- X: @PLDT_Cares
- Facebook: @PLDTHome
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Globe
- Hotline/telephone numbers: 211 or (02) 7730-1010
- X: @talk2GLOBE
- Facebook: @globeph
- Via GlobeOne app
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Converge ICT
- Hotline/telephone numbers: (02) 8667-0850 or (045) 598-3000
- Email address: servicedesk@convergeict.com
- X: @Converge_CSU
- Facebook: @ConvergeICTOfficial
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SkyCable
- Hotline/telephone number: 3381-0000
- Email: skyserves@mysky.com.ph
- X: @SKYserves
- Facebook: @MySKYCable
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Eastern Communications
- Hotline number: +63 2 5300 1000
- Email: customerservice@etpi.com.ph
- Website: https://eastern.com.ph/contact-us
- Facebook: @easterncommph
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Streamtech (Planet Cable)
- Hotline number: (02) 8808-2323 or 0919-057-8888
- Email: customercare@streamtech.com.ph
- Website: https://www.streamtech.com.ph/contact
- Office: Streamtech Systems Technologies, Inc., 2F, Vistamall Daanghari, Molino, Bacoor, Cavite
- Instagram: @streamtechinternet
- Facebook: @StreamtechInternet
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PT&T
- Hotline number: (+632) 8-726-8888
- Email: inquiries@ptt.com.ph
- Website: https://www.ptt.com.ph/contact-us
- Office: Spirit of Communications Centre, 106 Carlos Palanca St. Legaspi Village, Makati City, Metro Manila, 1229 Philippines
- Facebook: @PTTFiberInternet
- X: @PTTInternet
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Royal Cable
- Hotline number: #8822
- Website: http://www.royalcable.com.ph/contact-us
- Facebook: @royalcablevision
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Red Fiber
- Hotline number: (02) 8256-2888
- Email: customercare@redfiber.com
- Website: https://www.redfiber.com/csp
- Facebook: @redfiberofficialph
- X: @redfiberph
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Dasca / FireBlaze
- Hotline number: (046) 416-4761, Smart: 0929-805-6289, Globe: 0905-494-7109
- Email: customercare@redfiber.com
- Website: https://www.dascacable.com
- Facebook: @dascacableinternet
When contacting support, kindly provide all the details regarding your concern on the internet connectivity issue. This may include information such as the red light status of your modem, blinking internet indicators, account details, and any other relevant information. Ensure to ask for a reference number or ticket number for the issue you are reporting to easily follow up on your concern the next time you call their hotline or contact support.
You can do a follow-up using the reference number given by customer support and don’t forget to check the status and progress of your reported problem.
What does the LOS indicator blinking or steady red mean?
The light indicator means loss of signal, fiber optic cable not properly connected to the modem, damage cable, and ISP network problem. You may need to contact your internet service provider to help you troubleshoot the problem.
What does the LOS indicator light not ON mean?
If the status of PON indicator is not ON or turned off, you need to check the fiber optic cable for loss connection or your ISP is having network problem and outage. You can verify by calling their hotline or social media accounts for announcements.
What are the basic steps to troubleshoot the LOS red light on the modem or router?
- Turn off the modem for 5 minutes, then restart it to refresh your connection.
- Allow the modem to sync, which typically takes up to 3 minutes.
- Check the status of the modem light indicators.
How to troubleshoot based on light indicators of your Fiber modem?
Here are the steps to troubleshoot your modem's indicator lights.
- Power indicator is not lit: Check if the modem is properly plugged in and power button is pressed. Ensure that the power cord is connected to the modem and try plugging it into another power outlet.
- Power light is orange or red: Turn the modem off and back on after 5 minutes. Check the power light status.
- Power light is green: Check the status of the DSL indicator light.
- LOS indicator light is not lit or blinking: Check if there are loose or damaged cables. Replug the telephone cable (RJ11) from the modem’s DSL port to the splitter’s modem port.
- DSL Light is green: Connect to the internet and browse any site or application.
- Internet Light is off or red: Turn the modem off and back on after 5 minutes. Check the power light status.
We hope this helps you narrow down the trouble of having LOS red light status on your fiber modem.
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