Loss of Signal: What is LOS and how to fix it?

What’s more annoying than your Internet service failing you? There you are happily scrolling through your Facebook feed when suddenly you can’t view any more content. You notice your computer’s connection is suddenly reporting there’s no Internet access, but you’re fairly sure your computer is fine. So you check on your modem and find something unusual: there’s a lit-up red LED that’s labeled LOS. 

What is LOS?

LOS means loss of signal. Your modem (which acts as a router too since internet service providers or ISPs usually give a modem-router combo device) may be able to establish a local network connection for your personal devices, but it itself cannot communicate to your ISP because of signal loss. No connection to the ISP means you can’t reach the online world.

In this article, we’re going to teach you how to deal with LOS regardless whether you’re using PLDT, Globe, Converge ICT, Eastern Communications, Planet Cable, PT&T, or SkyCable.

How do you check if you’re experiencing Loss of Signal with your internet?

Different modems provide different indications for when there’s loss of signal.

For starters, there’s the aforementioned LED either blinking or in solid red color. The label doesn’t have to be “LOS”; it might say “Internet” instead. Or there could be no label at all, in which case you can look up the LED symbol on your modem’s manual. Naturally, an LED indicator that’s behaving differently than usual requires your immediate attention. 

Consider accessing your modem’s settings. While you’re still connected to your local network via the Wi-Fi or Ethernet, open your Internet browser and enter the router’s address.

Usually, the address is 192.168.1.1 or 192.168.0.1. If not, once again check your modem’s manual. Within the modem’s settings there should be a status page to help you diagnose your connection.

What causes Loss of Signal (LOS)?

Basically, a lot of physical and logical factors work like cogs in a sophisticated wheel that is your Internet service. A problem with any of these cogs can cause a loss of signal.

It may be physical damage: a loose cable, damaged cable pins, and, if you have Fiber internet, a bent optic cable. It may also be due to your ISP: scheduled maintenance and ongoing equipment upgrades. Power outage can be a cause, too. 

What can you do when you’re experiencing Loss of Signal?

Just wait. Many times, the LOS problem may solve itself without your involvement. When LOS occurs, take some time to step into the bathroom or do some stretching, and perhaps by the time you return to your computer all is well again.

Check for loose cables. Something may have caused the connectors in your modem to come loose. Make sure all cables are properly attached.

Do a power cycle. It may seem simplistic a solution but restarting your modem can fix common networking problems. A modem is essentially a computer that, over the course of its operations, may get bogged down by memory leaks, overheating components and other performance-related issues. A power cycle can help return your modem return to a stable, working state.  To do a power cycle, just turn off your modem, wait 10 seconds or longer, then turn your modem on.

Check if your modem has an ISP-approved firmware update. If there are, download and install them. Follow the instructions carefully when installing firmware. Otherwise, you might break your modem. Firmware updates introduce fixes that eliminate bugs and issues, and so you’ll perform power cycles less frequently.

Contact your Internet Service Provider (ISP). In worse LOS cases, you have no choice but to contact your ISP and request for a repair. You may be boiling over with frustration because of the service outage, but do your best not to vent any negativities on the customer service representative you might reach. For one, it won’t help fix your loss of signal and other service outage problems any faster. For another, customer service representatives are humans too. The less abusive you are towards the call-center employee, the better service you’ll get.

How do you report a Loss of Signal issue to your internet service provider?

Internet Service Providers in the Philippines offer several ways to provide support to their customers. Here is a handy list of contact information you can use to report LOS and other issues. When reporting an issue, make sure you listed down necessary information such as your modem’s serial number, account name, and your account number, because you will most likely be asked to provide them.

ISP	Phone	Email	Website	Twitter	Facebook
PLDT	171	customercare@pldt.com.ph	https://pldthome.com/support	@PLDT_Cares	@PLDTHome
Globe	(02) 730-1010		https://www.globe.com.ph/contact-us.html	@talk2GLOBE	@globeph
Converge ICT	(02) 86670850 and (045) 598 3000	servicedesk@convergeict.com	https://www.convergeict.com/tech-support/	@Converge_CSU	@ConvergeICTOfficial
Eastern Communications	+63 2 5300 1000	customerservice@etpi.com.ph	https://eastern.com.ph/contact-us/		@easterncommph
Planet Cable	(02) 8657-1127		https://www.planetcableph.com/servicerequest		@PlanetCablePH
PT&T	(+632) 8-726-8888	inquiries@ptt.com.ph	https://www.ptt.com.ph/contact-us/		@PTTFiberInternet
SkyCable	3381-0000	skyserves@mysky.com.ph	https://www.mysky.com.ph/contact-us	@SKYserves	@MySKYCable

What to do when you’ve been issued a service request, repair request, or support ticket?

Basically, this entails more waiting and patience. ISPs may take several days to attend to your concern and a few days more to summon a technician (if needed) to your home.

Throughout your service request, your ISP via its customer service representative or technician will ask some information or request you to perform certain steps. Do your best to comply with what they’re asking as it will help speed up the repair process.

Once again, be nice when talking to these people. They’re the very same people you’ll be approaching should you consider requesting for rebates and bill adjustments.

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Loss of signal will happen every now and then. It will certainly disrupt your daily routine especially when much of your day relies on a working Internet connection. Nothing can bring back the lost time and productivity, but being prepared can help minimize the damage caused by the loss of signal.