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We intend to provide you with the service you deserve. Experiencing connectivity issues? Check out these easy steps.
Helpful Tips You May Not Know
Internet signal and WiFi issues need different fixes, so it’s important to know which one you're dealing with.
- Connection Issues: These may come from your Internet Service Provider (ISP), modem, or wiring.
- WiFi Issues: These are usually caused by your router’s signal, distance, or other devices causing disruption.
A quick step you can take is to check the internet signal light on your modem, usually labeled as “WAN,” “Internet,” or shown as a globe icon.
- A solid white or green color means the connection is working.
- A red color or tuned-off light means there’s a signal issue, and troubleshooting is needed.
- Refer to the light indicator guide below for effective troubleshooting
Modem Led Indicator 1
What This Means: Your modem is working fine.
What to Do: Enjoy your internet connection.
Modem Led Indicator 2
What This Means: Your fiber wiring connection is not detected.
What to Do: Check your cable connection, and if the issue persists, file a repair ticket.
Modem Led Indicator 3
What This Means: Your modem is registering or activating.
What to Do: Unplug the power adapter, then re-plug it after 30 seconds to reboot the modem.
Modem Led Indicator 4
What This Means: You experience no internet connection.
What to Do: Unplug the power adapter, then re-plug it after 30 seconds to reboot the modem.
Causes of Interruptions
- ISP Issues: These are caused by outages or maintenance efforts from your internet provider.
- Network Congestion: This is due to heavy traffic during peak times.
- Modem or Router Problems: These are triggered by faulty hardware or outdated firmware.
- Weak WiFi Signal: This is due to distance, obstructions, or device interference.
- Wiring Problems: These are caused by damaged cables or poor connections.
Basic Troubleshooting Tips
- Check the modem cables. Ensure all cables are secure and not loose.
- Restart your modem. Unplug the modem, wait for two minutes, then plug it back in.
- Test your WiFi on other devices. If one device connects but another one doesn’t, the issue is with the device.
- Test another website or app. If only one site or service is problematic, your connection is likely fine.
- Check for outages. If there's an outage with Globe, you can’t fix it yourself. Check for outages before troubleshooting further.
- Review your billing status. Ensure you haven’t missed a payment. Use the GlobeOne app to monitor usage and check for the latest promos.
Connection Checking via the GlobeOne App
Step 1
Open the dashboard and tap "Help" for your postpaid broadband plan.
Step 2
Select "Report connection issues".
Step 3
Choose your concern.
Step 4
Review the assessment.
Step 5
Tap "Yes, I need help." if you need further assistance.
Step 6
Provide the needed information.
How to Book Expert Help for Mesh Devices, Digital Devices, and More
Step 1
Fill out the Globe Home Squad Sign-Up Form.
For VIP Plan (GFiber Plan 2499 and up) subscribers, you may also set an appointment via the Exclusive Globe AT HOME VIP Hotline.
Step 2
Expect a call from a Globe AT HOME representative to confirm your appointment.
Moving to a new place? Learn how to file a request in our Transfer of Location guide.
