Technical Concerns

I don’t have internet connection. What do I do?

There are many possible reasons why you lost your fiber internet connection.

If you have previously unpaid bills, your account might be disconnected. To view your bills, history, and other plan details, and pay your balances, access Streamtech’s All-In-One Customer Portal. If you have no access yet, make sure to update your contact details via the QR Code, and you will be sent instructions for update.

For further assistance on this concern, you may also visit any Streamtech office nearest you, or call our customer service hotline numbers: (02) 8808-2323 or 0919-057-8888. Please take note that our customer service representatives may ask you:

  • of your modem details (serial number, MAC address);
  • to do a speed test (with Planet Cable as the server).

Your concern will be processed within 24 hours, and our team will coordinate with you.

Why do I have slow or intermittent internet connection?

We understand that our customers do not want their fiber internet connection slow or intermittent. However, please be reminded that the bandwidth provided to your household is shared by all the smart-device users on the same internet connection.

You can do some basic troubleshooting methods. First, disconnect the fiber cord connected to your modem. Then, reset the connection by turning off your modem for about 30 seconds.

Another thing to remember is that your wifi’s signal strength weakens when the device connected is far away from the modem. More so, physical blockages, such as appliances with radiation, affect and weaken signal. Hence, it is best to utilize your smart device at a spot nearer to the modem, and to clear said modem area from obstructions.

For you to be able to experience a very strong connection, it is also best to limit the number of devices connected to the wifi. You can also compare connections by directly connecting a laptop to the modem via LAN cord and running a speed test.

If you still have issues after doing all of the above, you may reach our customer service hotline numbers, at (02) 8808-2323 or 0919-057-8888. Our representatives will assist you and your concern will be processed within 24 hours.

What should I do if the LAN on my modem is not lit?

In case the LAN in your modem is not lit, you can initially troubleshoot by turning off your modem for about five (5) minutes. Then, switch it on again to reset. You also have to ensure that the unshielded twisted pair (UTP) cable is fixedly connected into the modem.

If the above do not work, you may reach our customer service hotline numbers, at (02) 8808-2323 or 0919-057-888, and our representatives will assist you on your concern.

What should I do if the POWER button on my modem is not lit?

The power button of your modem should be lit if there is an actual power connection. Hence, you must first check if the modem is switched on, and if the plug is securely connected on the power source or outlet. Then, check if the cables are not broken or damaged.

If you have ensured that the above items are all okay and the power button on your modem still has no light, please contact our customer service hotlines: (02) 8808-2323 or 0919-057-888.

What should I do if the PON on my modem is not lit?

If your PON is not lit or is blinking, you can troubleshoot by doing the following:

  1. Check if your fiber cord is not broken, bent, or damaged.
  2. Make sure that the fiber cord’s connection to the modem is fixed and secure.
  3. Switch off your modem for about five (5) minutes. Then, switch it back on.
  4. You can also detach and attach both ends of the fiber cord.

In case these steps do not work, please call our customer service hotlines: (02) 8808-2323 or 0919-057-888. Our representatives will assist you on your concern.

What should I do if the LOS on my modem has either a red light or is blinking?

A red light or blinking light of the LOS on a modem could be an indication of a technical problem such as a fiber cut. Hence, you must immediately call our customer service hotlines, at (02) 8808-2323 or 0919-057-888, and raise your concern. Our customer service representatives will be in coordination with the technical team to assist you on your concern.