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Troubleshooting Tips for Common Network Issues FAQs

FAQ

Troubleshooting Tips for Common Network Issues

Help

Network Troubleshooting

Before assuming a network issue as the cause, please check if your service concern is related to your account.

You can view your account status in the GlobeOne app. 

  1. Your Globe Postpaid account status may be one of the following: 
    • Permanently disconnected
      • Customer-initiated request: The account holder voluntarily requested permanent disconnection.
      • Terminated due to non-payment: The account was terminated due to prolonged non-payment.

      To reactivate your account, visit any Globe store.

    • Temporarily disconnected
      • Customer-initiated request: The account holder voluntarily requested temporary disconnection. You may reach out to any official Globe channel to request reconnection.
      • System-disconnected due to non-payment: Your account will be reconnected once unpaid balances are settled.

      Incoming calls and texts should still work if your account is temporarily disconnected.

    • Barred due to spending limit breach

      Outgoing calls, texts, and mobile data will be temporarily disabled if you have breached your spending limit.

      To restore outgoing services, pay your full unbilled usage along with any remaining balance from your previous bill.

      You can request reconnection through our customer care hotline at (02) 7730-1000 and give your payment details, or contact us on Facebook Messenger.

    • No data allowance or promo

      If you've used up your data allowance, you may subscribe to data add-ons to stay connected until your next billing cycle and data refresh.

       

  2. Your Globe Prepaid account status may be one of the following:
    • Expired SIM

      A SIM card will expire if left inactive for one year since the last top-up, or if it reaches zero balance and remains inactive for 120 days without any promo or loading activity. Once deactivated, expired SIM cards cannot be reactivated. If your SIM expires, you can acquire a new one from any of our official channels.

    • No data allocation or promo status

      Check your data balance and promo status via the GlobeOne app. If there is no more data allocation left, you will not be able to browse.

      If your promo has expired or no longer includes data, subscribe to a new data or call/text promo.

    • Unregistered SIM card

      For new prepaid SIM cards, ensure your SIM is registered to avoid service disruption.

      Register your Globe SIM at www.globe.com.ph/register-sim-card

1. Outdated SIM or device

Your current SIM or device may no longer be compatible with newer network technologies in your area. If this is you, visit any Globe store to check out 5G devices, or use the GlobeOne app to request a 5G-ready SIM for a better call, text, and browsing experience. 

2. Defective SIM or device

If your phone shows "No Signal", try the following:

  1. Restart your phone.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Turn off Airplane Mode.
  4. Set the Network Mode in your phone settings to LTE/3G/2G (Auto).
  5. Test your SIM on another phone:
    • If your SIM works on another phone, your device may need servicing.
    • If your SIM does not work elsewhere, request a free SIM replacement at a Globe store or via the GlobeOne app.

Check your text messages for network outage advisories. This should include the nature of the issue, the estimated time of resolution and alternative services you can use, if any.

Signal strength and network experience may be affected by various area-specific or external factors, such as:

  1. Temporary network congestion

    It occurs during peak hours when many users are online. Try connecting again later for improved performance.

  2. Indoor signal issues
    • Building design and materials: Thick concrete walls and metal structures can block your mobile signal. When this happens in condos and commercial buildings, property managers coordinate with telco companies for indoor solutions. You may also raise concerns with your building admin. In the meantime:
    • Mall or building renovations: Renovations may require dismantling of indoor cells, temporarily affecting the mobile signal.
  3. Illegal mobile signal boosters/repeaters

    These devices amplify the signal for one user but disrupt service for others nearby. Learn more about how to help stop illegal repeaters here.

  4. Homeowners Association (HOA) restrictions & high population density

    Some areas restrict Globe from building new towers or solutions. For updates or assistance, contact your HOA. Furthermore, congested urban areas or clustered structures may cause signal weakening and interference due to physical and electronic barriers.

  5. Terrain/landscape

    Mountains, dense forests, and high-rise buildings may obstruct signal paths. Signal penetration may be weaker in low-lying or heavily forested areas.

If you have no signal while roaming with Globe, here's what you can do:

a. If there's no automatic roaming signal:
  1. Restart your phone.
  2. Go to your phone settings to scan for networks and manually select our preferred roaming partners.
  3. To use data, turn on your mobile data and roaming data options.
  4. Set your Access Point Name (APN) to internet.globe.com.ph.
b. To call or text in a country where networks have shut down their 2G/3G:
  1. Go to your phone settings to scan for networks and select a network that still offers 2G/3G.
    • For Android: Go to Settings > Mobile Networks > SIM info and Settings > Carrier > Disable "Auto Select".
    • For iOS: Go to Settings > Cellular > Cellular Plans > Network Selection > Turn off "Automatic".
  2. Use apps such as Viber, Messenger, and WhatsApp to make video calls and send messages over an active Wi-Fi or data connection.
c. To fully enjoy roaming:
  • For Postpaid: Ensure payment of any remaining balance via GlobeOne. Your postpaid plan will auto-reconnect after the payment is posted to your account.
  • For Prepaid: Ensure you have an active roaming promo. Access the GlobeOne app and register for a data roaming promo.
 

Reminder: Ensure that you are using an LTE SIM and LTE device to have an enjoyable roaming experience.

If you’ve checked all of the above and still experience issues, contact us through any of the following official support channels:

Frequently Asked Questions on Postpaid

Help

Network Troubleshooting

Here are steps to troubleshoot sending text issues:

  1. Restart your phone: Turn it off, wait a few seconds, then turn it back on.
  2. Refresh your network connection: Turn off your phone, remove the SIM and battery (if removable), wait 30 seconds, then reinsert them and turn the phone back on.
  3. Check airplane mode: Ensure it’s turned off.
  4. Verify your phone settings:
    • Message Center number: +639170000130.
    • Ensure your message inbox isn’t full. Delete unnecessary messages.
  5. Check the number format:
    • For international texts: Use the correct format: "+" + country code + area/access code + phone number.
    • For local texts: Format should be the 11-digit mobile number (e.g., 09171234567).
  6. Test your SIM card:
    • Insert your SIM into another phone. If it works, your phone might be defective and may need service at an authorized center.
    • Insert a different Globe SIM into your phone. If this SIM works, your original SIM might be defective and may need replacement. Visit the nearest Globe Store for a free SIM replacement while retaining your number.

Important:
Globe will never ask for your One-Time PINs (OTPs) or request that you surrender your SIM. Keep this information secure.

If the issue persists, send us a message.

Follow these troubleshooting steps to resolve receiving text issues:

  1. Restart your phone: Turn it off, wait a few seconds, then turn it back on.
  2. Refresh your network connection: Turn off your phone, remove the SIM and battery (if removable), wait 30 seconds, then reinsert them and turn the phone back on.
  3. Check airplane mode: Ensure it’s turned off.
  4. Verify your phone settings:
    • Message Center number: +639170000130.
    • Ensure your message inbox isn’t full. Delete unnecessary messages.
  5. Confirm the sender’s number format:
    • Examples of correct formats:
      • Local: 09171234567
      • International: +639171234567 or 00639171234567
  6. Test your SIM card:
    • Insert your SIM into another phone. If it works, your phone might be defective and may need service at an authorized center.
    • Insert a different Globe SIM into your phone. If this SIM works, your original SIM might be defective and may need replacement. Visit the nearest Globe Store for a free SIM replacement while retaining your number.

Important:

Globe will never ask for your One-Time PINs (OTPs) or request that you surrender your SIM. Keep this information secure.

If the issue persists, send us a message.

If you’re calling a toll number, check if the number is part of the Toll number series. 

Toll Number SeriesEmbassy Number
1800-801-900-101-8888
1800-811-900-101-7777
1800-821-900-101-2200
1800-831-900-101-3456
1800-841-900-101-4545
1800-851-900-101-1919
1800-861-900-101-3333
1800-871-900-101-0011
1800-881-900-362-2779
1800-891-900-858-4727
1800-9 
 

Test your SIM card

  • Insert your SIM into another phone. If it works, your phone may need servicing.
  • Insert a different Globe SIM into your phone. If this SIM works, your original SIM may be defective—visit the nearest Globe Store for a free replacement.

Reminder: Globe will never ask for your One-Time PIN (OTP) or request that you surrender your SIM. Keep your information secure.

If the issue persists, send us a message.

If you're not receiving calls, try these steps:

  1. Restart your phone to refresh the connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Ensure Airplane Mode is turned off.
  4. Check your phone settings –
    • Call Barring should be deactivated.
    • Fixed Dialing should be turned off.
  5. Confirm the caller’s dialing format –
    • Local calls: 09171234567
    • International calls: +639171234567 or 00639171234567
  6. Test your SIM card –
    • Insert your SIM into another phone. If calls go through, your phone may need servicing.
    • Insert a different Globe SIM into your phone. If this SIM receives calls, your original SIM may be defective—visit the nearest Globe Store for a replacement.

If you’re still experiencing issues, reach out to us.

Follow these troubleshooting steps to restore your internet connection:

  1. Restart your phone to refresh your connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Ensure Airplane Mode is turned off.
  4. Set your preferred network type to LTE/3G/2G (Auto) under your phone’s mobile network settings.
  5. Test your SIM card –
    • Insert your SIM into another phone. If the internet works, your phone may need servicing.
    • Insert a different Globe SIM into your phone. If this SIM connects, your original SIM may need replacement at a Globe Store.

If you still can’t connect, send us a message.

If your phone shows No Signal, try these solutions:

  1. Restart your phone to refresh your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Ensure Airplane Mode is turned off.
  4. Set your network mode to LTE/3G/2G (Auto) in your phone settings.
  5. Test your SIM card –
    • Insert your SIM into another phone. If it works, your phone may need servicing.
    • Insert a different Globe SIM into your phone. If this SIM gets a signal, your original SIM may need replacement at a Globe Store.

Still no signal? Contact us.

If you're having trouble registering for a promo, here’s what you can do:

  1. Wait and try again later – There may be high traffic on the promo registration.
  2. Check if you're already registered – A confirmation message may have been delayed.
    • Use the GlobeOne app to check your active subscriptions.
  3. Some promos can’t be active at the same time – Wait for your current promo to expire before trying again.
  4. Ensure the promo is available for your account type – Some promos are exclusive to Prepaid users.
  5. Double-check your registration keyword – If registering via 8080, ensure you’re using the correct promo keyword and access number.

Still having trouble? Visit our FAQs at www.globe.com.ph/help or send us a message.

Frequently Asked Questions on Prepaid

Help

Network Troubleshooting

If you’re unable to send text messages, try the following steps:

  1. Restart your phone to refresh your connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Check your balance — You need at least:
    • ₱1.00 for local texts
    • ₱10.00 for international texts
    • Reload via the GlobeOne app or discover offers through Globe Prepaid Promos.
  4. Turn off Airplane Mode if it's enabled.
  5. Verify your phone settings — Ensure:
    • Message Center Number is set to +639170000130.
    • Your message inbox isn’t full — delete older messages if necessary.
  6. Confirm the correct number format:
    • Local texts: 09171234567
    • International texts: +[Country Code] [Area Code] [Phone Number]
  7. Test your SIM card — Insert your SIM into another phone:
    • If it works, your primary device may need hardware servicing.
    • If it still fails, test a different active Globe SIM inside your phone. If that second SIM works, your main card may be defective and can be replaced at a Globe Store.
Security Reminder: Globe will never ask for your One-Time PIN (OTP) or request that you surrender your active SIM card. Keep your personal information secure. 
 

If the issue persists, please send us a message.

If you’re not getting texts, follow these steps:

  1. Restart your phone to refresh your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Turn off Airplane Mode if it's enabled.
  4. Check phone settings — Ensure:
    • Message Center Number is +639170000130.
    • Inbox isn’t full — delete some messages.
  5. Confirm the sender's number format:
    • Local: 09171234567
    • International: +639171234567 or 00639171234567
  6. Test your SIM — Insert it into another phone:
    • If texts come through, your phone may be defective.
    • If not, try another Globe SIM in your phone. If it works, your SIM may need replacing at a Globe Store.

If the issue persists, please send us a message.

If you're unable to make calls, try these steps: 

  1. Restart your phone and check your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Check your balance – You need at least:
    • ₱7.50 for local calls
    • ₱20.00 for international calls
    • Reload via the GlobeOne app or Globe Prepaid Promos.
  4. Turn off Airplane Mode.
  5. Check your settings – Ensure:
    • Call Barring is disabled.
    • Fixed Dialing is deactivated.
  6. Confirm correct dialing format:
    • Local mobile: 09171234567
    • Landline: [Area Code] + [Landline Number] (e.g., 02-77301000)
    • International: +[Country Code] [Area Code] [Phone Number] (e.g., +1 907 1234567)
    • If you’re calling a toll number, check if the number is part of the Toll number series shown below.
Toll Number SeriesEmbassy Number
1800-801-900-101-8888
1800-811-900-101-7777
1800-821-900-101-2200
1800-831-900-101-3456
1800-841-900-101-4545
1800-851-900-101-1919
1800-861-900-101-3333
1800-871-900-101-0011
1800-881-900-362-2779
1800-891-900-858-4727
1800-9 
 
  1. Test your SIM – Insert it into another phone:
    • If calls go through, your phone may need servicing.
    • If not, try another Globe SIM in your phone. If it works, your SIM may need replacing at a Globe Store.

If the issue persists, please send us a message.

If you’re not getting texts, follow these steps:

  1. Restart your phone to refresh your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Turn off Airplane Mode if it's enabled.
  4. Check phone settings — Ensure:
    • Message Center Number is +639170000130.
    • Inbox isn’t full — delete some messages.
  5. Confirm the sender's number format:
    • Local: 09171234567
    • International: +639171234567 or 00639171234567
  6. Test your SIM — Insert it into another phone:
    • If texts come through, your phone may be defective.
    • If not, try another Globe SIM in your phone. If it works, your SIM may need replacing at a Globe Store.

If the issue persists, please send us a message.

If you’re having trouble connecting to mobile data, follow these steps:

  1. Restart your phone to refresh your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Check your balance via:
    • GlobeOne app (available on Google Play / App Store)
    • Dial *143# for FREE
  4. Ensure you have an active data promo — Reload or register via the GlobeOne app.
  5. Turn off Airplane Mode.
  6. Set your preferred network:
    • Go to Phone Settings > Mobile Network > LTE/3G/2G (Auto).
  7. Test your SIM — Insert it into another phone:
    • If the internet works, your primary phone may need servicing.
    • If not, try another Globe SIM in your phone. If it works, your SIM may need replacing at a Globe Store.

If you still can’t connect, please send us a message..

If your phone shows No Signal, try these solutions:

  1. Restart your phone to refresh your network connection.
  2. Remove and reinsert your SIM after 30 seconds.
  3. Turn off Airplane Mode.
  4. Manually set your network mode to LTE/3G/2G (Auto) under your phone settings.
  5. Test your SIM – Insert it into another phone:
    • If it works, your phone may need servicing.
    • If not, try another Globe SIM in your phone. If it works, your SIM may need replacing.

If you’re still having trouble, send us a message.

If you’re unable to register for a promo, try these steps:

  1. Check your promo status via the GlobeOne app.
  2. Try again later – There may be high traffic on the promo.
  3. You might already be registered – Use the GlobeOne app to check.
  4. Some promos cannot be active together – Wait for your current promo to expire.
  5. Check your balance – Some promos require maintaining balance. Dial *143# for FREE to check.
  6. Ensure the promo is available for your account type – Some promos are for Prepaid only.
  7. Verify your registration keyword – If registering via 8080, ensure you’re using the correct promo keyword.

Still having trouble? Visit Globe Help or send us a message.

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