PLDT Service FAQs and Trouble Shooting Guide

PLDT Service FAQs and Trouble Shooting Guide

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LANDLINE CONCERNS

Possible Cause	Required Action
Defective Plunger or Telephone Set	Press plunger for at least 5 seconds. If plunger stays down, the telephone unit is defective. Or if number pad is not working, log a ticket to PLDT Hotline or other channels for endorsement to dispatch team.
Defective RJ11 / Cables / Splitter	If connectivity is via fiber, Phone 1 light in modem should be blinking/steady green. Check for any loose or damaged telephone cables and wires. Ensure that the telephone cable (RJ11) from telephone is properly connected to Phone 1 port of modem. If the telephone cable (RJ11) is damaged, log a ticket to PLDT Hotline or other channels for endorsement to dispatch team. If connectivity is via copper, check if there is a problem with the splitter by unplugging the telephone cable (RJ11) from the splitter and connecting directly to the connecting block. If you hear a dial tone, the splitter might be defective. Check the connectivity between splitter and connecting block (CBK).
Transposed cable connectivity in splitter in copper	Ensure that telephone cable (RJ11) is connected to voice / phone port of splitter while data cable is connected to data / DSL port.
Line Problem or Major Outage	Telephone set and cables are OK but still no dial tone: If connectivity is via copper, coordinate with building maintenance to check if inhouse wiring is intact or log a ticket to PLDT Hotline or other channels for checking of line and validate if affected by a major outage in the area. If connectivity is via fiber, check the modem status. If LOS is in RED or PON light is blinking, possibly affected by Line or Major Outage. Log a ticket to PLDT Hotline or other channels for endorsement to dispatch team.

Possible Cause	Required Action
Defective Handset / Telephone Set / Degraded Line	Check for any loose or damaged telephone cables and wires. Try to use other telset, if available, to check if problem is in the unit. Coordinate with building maintenance to check if inhouse wiring is intact or log a ticket to PLDT Hotline or other channels for checking of line.

Possible Cause	Required Action
Account is on treatment	Check if issue is related to outstanding balance.
Physical Cable Facility is damaged/cut Defective Modem	Check if modem indicator lights are normal: Power light is green LOS has no light PON light is steady green Internet light is green or blinking green WLAN 2.4G or 5G is blinking or steady green LAN# is blinking or steady green (*If you’re using wired connection) If via copper line, DSL/Fibr light is steady green and INT light is blinking If any of the above light indicators are not in their normal state, turn your modem OFF for 5 minutes and then back ON to re-sync your modem with PLDT network. If this does not resolve the issue, report to PLDT Enterprise 177 Hotline or other channels for futher checking.
WiFi device or modem is OFF Not connected to WiFi	If modem indicator lights are all normal, restart the modem and wait for it to return back to normal indicator lights then try to connect to the internet. If possible, try both WiFi and wired. Reset the WiFi of your device by turning it off and back on. Then try to connect to the Internet. Ensure that wifi is connected to correct SSID / WIFI name. Ensure that the WiFi / 2.4G / 5G Lights in modem has blinking/steady green light. If no light, turn your WiFi ON by pushing the WLAN or WIFI button located at the side or back of your modem.
Defective LAN cable / Loose cable	For Devices using wired/LAN cable, make sure that the LAN cable is properly plugged to LAN1 of modem and the other end to your device, LAN is not damaged, or the LAN CARD/ETHERNET is enabled.

Possible Cause	Required Action
Defective or loose LAN cable (RJ45) LAN card is defective or disabled	Ensure that the LAN cable is not damaged. Properly connect the assigned LAN cable to PC. For Devices using wired/LAN cable, make sure that the LAN cable is properly plugged to LAN1 of modem and the other end to your device, LAN is not damaged, or the LAN CARD/ETHERNET is enabled. Note: If the LAN connection is correctly attached on both ends, the LAN# modem light indicator should be either solid or blinking green.

Possible Cause	Required Action
Cannot obtain IP Address	Follow the computer’s built-in troubleshooting process. Open command prompt and type “ipconfig /release” then “ipconfig /renew”. Unplug / plug LAN cable. Disable then enable ETHERNET on your PC/ device.

Possible Cause	Required Action
Multiple simultaneous users	Your internet speed may be affected by multiple and simultaneous users with different online activities such as heavy downloading, video streaming, online gaming, apps with auto-updates, etc. Perform a speed test via speedtest.net to see if the allotted bandwidth was reached. Ensure that only 1 user is connected and choose PLDT as the server. Change your WiFi password regularly to avoid unauthorized users. Turn your modem OFF for 5 minutes and then back ON. After restarting, try reconnecting to the internet. If this does not solve your concern, contact the Enterprise Hotline by calling 177 using landline or *177 from Smart/TNT.
Poor WIFI signal	Check WIFI signal strength on device. Check the location of modem or wifi for possible signal obstruction or interference. Relocate modem or WIFI, if necessary. If your location is far from modem, ensure to connect to 2.4Ghz band WiFi (2.4Ghz WiFi has wider range of WiFi signal than 5Ghz).
Specs of PC or laptop	The specs of your PC, laptop or mobile device may not be compatible with the speed of your plan which prevents you from reaching the maximum speed. You may consult with your personal technician on how to optimize the performance of your device.

Possible Cause	Required Action
Incorrect URL / Internet Browser Settings	Double check if you entered the right URL. You may also try deleting browser history, cookies, and cache. While in browser screen press Ctrl + Shift + Delete then a pop-up window will show, click clear data or delete. Check your device’s internet browser settings. Make sure you’re not using a proxy server. If you have an Anti-Virus this may prevent you from browsing some websites. You may try another device like smart phone in accessing the website.
Website is Down	The website might be inaccessible because it is down or you can try another device or internet browser. From the command prompt, ping the URL.

Possible Cause	Required Action
Incorrect SSID or Password WIFI is disabled	Please make sure that you are connected to the right Wi-Fi name and have entered the correct password. Reset the WiFi of your device by turning it Off then turn On. Ensure that the WiFi / 2.4G / 5G Lights in modem has blinking/steady green light. If no light, turn your WiFi ON by pushing the WiFi button located at the side or back of your modem. If you encounter "Authentication Error," please click on forget button then select the Wi-Fi name and type the correct password. Perform a power cycle by turning your modem off and then on after 5 minutes and try again after the modem fully initializes.

Required Action
In case modem was reset to default, try connecting to WiFi using the default WiFi name and password which can be found at the back or under your modem. If default WiFi name and password works, you may try changing it using your internet browser then put https://192.168.1.1 or http://192.168.1.1 and use admin as your default username and 1234 for password. Upon successful log in, you may personalize your Wi-Fi modem name (SSID) and set your new password. In case your device is the only one that can’t connect to WiFi, try to connect by scanning the WiFi QR code on the separate connected device.

Required Action
PLDT Enterprise requires a signed waiver from authorized signatory and valid ID for Full Modem access request. You may get the waiver to your Relationship Manager or send an email to PLDT Enterprise Care enterprisecare@pldt.com.ph. After filling out and signing the waiver by the Authorized Signatory, scan it together with his/her valid ID and send it back to Relationship Manager/PLDT Enterprise Care. If the documents are complete and approved, our Technical Team will reach out to assist you and provide the Full Modem access credentials. Note: PLDT Enterprise is not providing access for Cisco Meraki MR20 WiFi router.

Required Action
Overheating modems can cause degraded services. You may notice that your internet speed slows down or stops despite being connected. It can be an indication that your modem is overheating. Excess heat can result in you not getting the full internet speed of your service. Physically inspect your modem. If the lower or upper body of your modem feels hot to the touch, it may be a sign of overheating. If this is the case, you should turn off the modem immediately and let it cool down for 5 minutes before turning it on again. Here are some tips on how to prevent your modem from overheating and keeping it cool: Place the modem in an elevated location in an open area (not in any closets or cabinets). Keep the modem in a climate-controlled room. Make sure the modem is not too close to any heaters. Circulate the air around the modem with the fan and periodically clean/remove dust buildup on the outside ventilation of the modem. Don’t place anything on top of the modem. Put the modem in a stand at a slant or vertical position. Turn off your modem when not in use.

Applicable to FiberBiz, Shops.Work, I-gate services using ONU modems

MODEM INDICATORS	FIBER	COPPER
Power indicator has no light	Check if modem is properly plugged in and if power button is pressed. Ensure that the power cord is connected to the modem. Plug the modem into another power outlet. If power in outlet is OK but still no power, contact PLDT Enterprise 177 Hotline or other channels for further checking. Modem or power cable may be defective.
Power light is orange or red	Turn the modem off and back on after 20 seconds then check the power light status. If power light is still not Green, contact PLDT Enterprise 177 Hotline or other channels for futher checking.
Power light is green	Check the status of LOS indicator light.	Check the status of DSL indicator light.
LOS indicator is blinking or steady red	Ensure that the fiber optic cable is properly connected to the modem and check if there are any loose or damaged cables. If LOS indicator is still with red light, contact PLDT Enterprise 177 Hotline or other channels for futher checking. There may be a physical issue on fiber, connector, etc).
LOS indicator is not on [/no light]	Check the status of PON indicator.
PON light is off or blinking	Make sure that the fiber optic cable is connected, both at the bottom of modem and IOO (Inner Optical Outlet). Turn the modem off and turn back on after 20 seconds then check the PON status if will be steady green. If PON light is still OFF or blinking, contact PLDT Enterprise 177 Hotline or other channels for futher checking for possible network outage.
PON light is green	Connect to the internet and browse any site or application [Try both WiFi and LAN/Wired if possible]. If all light indicators are Green but still cannot connect to the internet, check if account is not suspended due to non-payment or treatment. Contact PLDT Enterprise 177 Hotline or other channels for futher checking.
DSL [or Fibr] indicator is not lit or blinking *Most of Enterprise’s Zyxel VMG modem indicator label is Fiber/Fibr not DSL.		Check if there are loose or damaged cables. Replug the telephone cable (RJ11) from the modem’s DSL port and to the splitter’s modem port. If DSL/Fibr light is still blinking, contact PLDT Enterprise 177 Hotline or other channels for futher checking.
DSL light is [steady] green		Connect to the internet and browse any site or application. [Try both WiFi and LAN/Wired if possible].
Internet light is off or red		Turn the modem off and back on after 20 seconds then check the power light status. If internet light is still Off or red, contact PLDT Enterprise 177 Hotline or other channels for futher checking.
All light indicators are green	Reboot modem. Connect to the internet and browse any site or application. [Try both WiFi and LAN/Wired if possible].
WLAN 2.4G or 5G is not lit	If you are connected via WiFi, WLAN 2.4Ghz or 5Ghz light indicator should be steady green or blinking, if there is an ongoing data transmission. If not, turn your WiFi ON by pushing the WiFi button located at the side or back of your modem.
LAN is not lit	If you are using LAN cable for your internet, LAN light indicator should be steady green or blinking, if there is an ongoing data transmission. If not, make sure that the LAN cable [is properly plugged to modem and your device], LAN is not damaged or the LAN CARD/ETHERNET is enabled.
Phone / Phone 1 no light	Phone 1 light in modem should be blinking/steady green. Ensure that the telephone cable (RJ11) from telephone is properly connected to Phone 1 port of modem. Check for any loose or damaged telephone cables and wires.

Possible Cause	Required Action
Physical Cable Facility is damaged/cut Defective Modem	Ensure that there is no Commercial Power interruption in your area. Check Modem indicator light in PON and LOS: If PON light is off/blinking or LOS indicator is blinking/steady red: Ensure that the fiber optic cable is properly connected to the modem and check if there are any loose or damaged cables. If PON still no light/blinking or LOS still red light, contact PLDT Enterprise 177 Hotline or other channels for further checking (there may be a physical issue on fiber, connector, etc.). If light indicators are not in their normal state, turn your modem OFF for 5 minutes and then back ON to re-sync your modem with our network. If this does not resolve the issue, report to PLDT Enterprise 177 Hotline or other channels for futher checking.

PLDT Enterprise