How To Fix LOS - Troubleshoot Red Light on PLDT, Globe, Converge

 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

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

Knowing the possible reasons on why you’re experiencing LOS or no internet connection problem, we can try these basic troubleshooting options.

1. Restart or reboot your modem

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.

2. Check for loose and bend cables

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 and make sure don’t put enough force as fiber optic cables are fragile and may easily break when bent.

3. Perform a firmware update

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.

4. Call the Customer Service Hotline 

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.

PLDT

• Toll-free Hotline number: 171 (using Smart/TNT)
• Email address: customercare@pldt.com.ph
• Twitter: @PLDT_Cares
• Facebook: @PLDTHome

Globe

• Hotline/telephone numbers: 211 or (02) 7730-1010
• Twitter: @talk2GLOBE
• Facebook: @globeph
• Via GlobeOne app

Converge ICT

• Hotline/telephone numbers: (02) 86670850 or (045) 598 3000
• Email address: servicedesk@convergeict.com
• Twitter: @Converge_CSU
• Facebook: @ConvergeICTOfficial

SkyCable

• Hotline/telephone number: 3381-0000
• Email: skyserves@mysky.com.ph
• Twitter: @SKYserves
• Facebook: @MySKYCable

You can do a follow-up suing the reference number given by customer support and don’t forget to check the status and progress of your reported problem.