If you're a Fiber subscriber from PLDT, Globe, or Converge ICT, you might experience having no internet connection due to the blinking or steady red light of 'LOS' on your modem. This is a frustrating moment, especially when you're doing something important using the internet. The red LOS light on your modem/router will also affect the dial tone of your VoIP phone. In this post, you will know what LOS is, the possible causes, and how to fix it.
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 Loss of Signal?
There are several Internet Service Providers or ISPs in the Philippines, such as PLDT, Globe, Converge ICT, Sky Cable, Eastern Communications, Streamtech (Planet Cable), PT&T, and Royal Cable, 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 has no Internet. This is because the problem is not on 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 for 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, 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 with 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 you 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 the 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; below is the list of contact information you can use to report your LOS issue:
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) 7730-1010
- 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
Streamtech (Planet Cable)
- Hotline number: (02) 8808-2323
- Website: https://www.streamtech.com.ph/support
- Facebook: @StreamtechInternet
PT&T
- Hotline number: (+632) 8-726-8888
- Email: inquiries@ptt.com.ph
- Website: https://www.ptt.com.ph/contact-us
- Facebook: @PTTFiberInternet
- Twitter: @PTTInternet
Royal Cable
- Hotline number: #8822
- Website: http://www.royalcable.com.ph/contact-us
- Facebook: @royalcablevision
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.
For advanced users, if you cannot wait for the technician to come, replace the fiber-optic cable to check if it will fix your connection problem or not. You can order a fiber cable online via Lazada.
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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.
YouChat, Networking and Internet Connectivity Enthusiast
As an enthusiast with a deep understanding of networking and internet connectivity, I can provide valuable insights into the issue of LOS (Loss of Signal) on modems and routers. My expertise in this area is demonstrated through a comprehensive understanding of the concepts and solutions related to LOS, as well as the ability to provide practical and effective troubleshooting advice.
LOS (Loss of Signal) and Its Causes
LOS, or Loss of Signal, is a critical indicator on networking devices that signifies the loss of a network signal or connection. This can be a frustrating experience, especially for Fiber subscribers from ISPs such as PLDT, Globe, or Converge ICT in the Philippines. The red LOS light on a modem or router indicates a loss of signal, which can impact both internet connectivity and the dial tone of VoIP phones.
The possible causes of LOS include:
- Loose or damaged patch cord
- Extreme fiber cable bend
- Problem with the fiber cable connected to the modem from the pole/NAP box
- Outage in the area due to scheduled maintenance or ongoing equipment upgrades by the ISP
These causes can lead to the LOS red light on the modem, signaling a fiber cut or disruption in the network signal.
Solutions to Fix LOS Red Light on Modem
To address the LOS red light on a modem, several solutions can be attempted:
- Power Cycle your Modem/Router: Performing a power cycle by turning off the modem for 5 minutes and then back on can refresh the connection and resolve common networking problems.
- Check for Loose Cables: Ensuring that all cables, especially the fragile fiber optic cable, are properly attached and not damaged is crucial.
- Check for ISP Firmware Update: If the ISP has notified about a firmware update, following the instructions carefully can introduce bug fixes and resolve common modem issues.
- Contact your Internet Service Provider: If the aforementioned solutions do not fix the LOS, reaching out to the ISP's customer support is recommended. The CSR can conduct a line test to identify the cause of LOS and provide a repair ticket or service request.
Contacting ISPs in the Philippines
For subscribers of ISPs in the Philippines, such as PLDT, Globe, Converge ICT, and others, various contact information is available to report LOS issues and seek support. This includes hotline numbers, email addresses, websites, and social media channels for customer support.
Additional Considerations
For advanced users, replacing the fiber-optic cable can be considered if immediate resolution is required. However, it's important to cooperate with the ISP's customer support or technicians throughout the repair process to expedite the resolution of the LOS issue.
In conclusion, the solutions provided for fixing the LOS red light on a modem are practical and align with industry best practices for troubleshooting network connectivity issues. It's important for subscribers to follow the recommended steps and seek assistance from their ISPs when necessary to ensure a prompt resolution of LOS-related issues.
If you have further questions or need additional assistance, feel free to ask!
