How to fix LOS red light on modem (PLDT, Globe, Converge)

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 (Very high-speed Digital Subscriber Line), or DSL (Digital Subscriber Line).

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 the LOS light in the 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/contact
• 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 that you 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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• PLDT No Internet Connection: How to Fix and Troubleshoot
• Is PLDT down? How to check PLDT status
• How to Change PLDT Fibr WiFi Password and SSID
• How to Change Globe Fiber WiFi Password and SSID
• 6 Reasons for Slow Mobile Internet Connection and How to Fix It

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.

Note: This article was updated for 2024.