FREQUENTLY ASKED QUESTIONS

Connection Issues

Having connectivity issues? Please try some basic troubleshooting options below. If these don’t resolve your issue, please fill out our Tech Support Form.

If you are experiencing slow or intermittent connection, please note that your bandwidth is a resource shared by all devices connected to your modem。 Try the following basic troubleshooting:

  •  Detach and attach the fiber patch cord on the modem.
  • Turn off and on the Modem for 15 seconds.

Note that the strength of the Wi-Fi signal deteriorates the farther you are from the modem. Physical obstructions also limit Wi-Fi connection integrity. For best results, find a spot clear of obstructions and limit the number of devices concurrently connected to the modem. Should you wish to experience very strong Wi-Fi connections, we recommend to:

  • Disconnect the other devices including third part router if any.
    • Plug a laptop or computer using a LAN cable directly to the modem to compare results.
    • Run speed test at .

If this process does not work, please create a trouble ticket using our Tech Support Form or our self-service facility by calling (02) 8667 0850 or (045) 598 3000, or by using our Click to Call facility.

Modem Issues

Experiencing an issue with your modem? Below are some self-diagnostic steps you can take to check the status of your connection, as well as how to escalate to us for service:

Please create a ticket using our self-service facility by calling (02) 8667 0850 or (045) 598 3000, or by using our Click to Call facility. Follow the instructions on LOS RED indicator option.

If your PON has no light, please do the following steps:

  1. Switch off your modem for 5 minutes then switch it back on。
  2. Check the condition of the fiber patch cord for any break, bend or damage。 
  3. Ensure that both ends of the fiber patch cord is inserted correctly。 
  4. Try to detach and re-attach both ends of the fiber patch cord.

If this process does not work, please create a trouble ticket using our self-service facility by calling (02) 8667 0850 or (045) 598 3000, or by using our Click to Call facility

If your modem’s power button has no light: 

  1. Ensure that the modem is switched on。
  2. Check the condition of the wires。
  3. Check if the adaptor is plugged in correctly 

If this process does not work, please create a trouble ticket using our self-service facility by calling (02) 8667 0850 or (045) 598 3000, or by using our Click to Call facility. 

If your LAN has no light:

  1. Switch off your modem for 5 minutes then switch it back on。
  2. Check both ends of the UTP cable if securely connected into the modem LAN port。
  •  

If this process does not work, please create a trouble ticket using our self-service facility by calling (02) 8667 0850 or (045) 598 3000, or by using our Click to Call facility

About us

We are a premier provider of customer-focused telecommunications and ICT solutions dedicated to equip, enable and empower our clients. As a pioneer in Fiber optic installations, we have dedicated our experience and expertise to ensuring our customers receive the best in networking infrastructure, facilities management, broadband implementation and full telecommunication infrastructure and support.

Fiber Internet Technology is the most innovative connectivity in the market today。

It boasts of a higher bandwidth which translates to higher Internet speed。

Unlike DSL, Fiber connection allows symmetric connectivity which lets you download and upload files at the same time without a loss in bandwidth.

No data congestion so data is delivered instantly.

Data  does not degrade when it passes through Fiber so you can enjoy consistently fast Internet speed.

Fiber uses lightweight, durable and non-flammable materials that are less susceptible to corrosion and environmental factors, so you can connect to the internet hassle-free with little to no downtime.

Converge made sure that you can enjoy premium fiber internet connectivity wherever you are. Be it at home (Converge Fiber X & Fiber Xtreme), in your small business (Converge iBiz) or in your big corporations (Converge Enterprise).

Converge takes pride in being able to offer the most affordable and the best value-for-money high speed fiber internet plans in the market.

For instance, our fiber for home product, Converge Fiber X starts at only P1500 with a whopping 25 mbps. Compared to other telco products, that is great value for your money!

General FAQs

Converge 1500 Plus (10-for-99) is a 10 Mbps for P99/ mo speed boost offering available for
your Converge FiberX 25 Mbps plan. To learn more, please visit:
http://www.xdsfz.com/add-on/1500-plus/

You may have overlooked your payments. For your convenience, please visit
http://gofiber.ph/paybills#/paybills.

You may apply online via http://gofiber.ph/ or send a private message to our .
You may also call our Sales hotline at +63286670848 or thru Click2Call
http://www.xdsfz.com/contact-us/

In compliance with the enhance community quarantine implemented throughout Luzon, our
business centers are closed until further notice. This is also to ensure the health and safety
of both our subscribers and our employees.

You may check your account balance through: http://get-soa。converge。com

For any concerns, you may reach us through the ff channels:
秒速飞艇计划Tech support 
秒速飞艇计划Contact us 

First of all, please note that converting your docsis plan to a fiber plan is FREE OF
CHARGE.

We just need to check serviceability / coverage in your area. If your place is
serviceable, please submit 1 valid ID to start the process.

Please note that converting your docsis plan to fiber will reset your lock-in period to 24
months. For faster transactions, please ensure that all requirements are submitted
秒速飞艇计划(incomplete applications will not be processed).

To start converting your docsis plan to a fiber plan, click here: Contact us 

秒速飞艇计划You may get a copy of your SOA via http://get-soa.converge.com

In consideration of these difficult times, we are further extending bills payment by 30 more days from due date。

秒速飞艇计划We encourage you to use our online facilities:

To get your statement of account: http://get-soa.xdsfz.com/ and
To pay your bills: http://gofiber.ph/paybills#/

For billing guide, please visit http://www.xdsfz.com/ask-conrad-billing-tip-1/

So we may assist you, kindly send us your account number and your trouble ticket number
via: customercare@xdsfz.com

To check the status of your online application, visit: http://gofiber.ph/application/check-
status, simply key-in your reference number or registered email address.

Due to limited mobility brought about by lockdowns in various areas, we are having some difficulty installing as fast as we want to. We are doing our best to serve you at the soonest

possible time. Please. help us by preparing all permits required to reach your house, if any (ex:
brgy permits, gate passes, subdivision or bldg permits, etc.).

Kindly send us your account
number via: customercare@xdsfz.com

To check if payment has been posted (which is a necessary step prior to installation). please
visit: http://gofiber.ph/application/check-status . Kindly key-in your reference number or
registered email address.
Posting of payments may vary depending on the payment channel. To learn more about
payment channels, please visit: http://gofiber.ph/paybills#/paybills
Please note that due to limited mobility brought about by lockdowns in various areas, we are
having some difficulty installing as fast as we want to. We are doing our best to serve you at
the soonest possible time. You may help us by preparing all permits required to reach your
house, if any (ex: brgy permits, gate passes, subdivision or bldg permits, etc.). Thank you for
your patience.

To know more about your initial payment and for billing guide, please visit
http://xdsfz.com/ask-conrad-billing-tip-1/

Please note that crediting of payments may take up to 3 days depending on the payment channel。

To know more about our payment channels, you may visit: http://xdsfz.com/how-do-i-pay-my-monthly-subscription

Here are the things you should know about plan upgrade

For North Luzon Subscribers:

• Normally, we process the request via business centers, however since we are on a Luzon-
wide community quarantine, you can send your request via email to
customercare@xdsfz.com

Please prepare the ff:
• Copy of 1 valid ID
• Letter of Request

• Signed letter of authorization and valid IDs of both parties are required if the account
holder is not the one who is requesting
• Upgrade can be done anytime
• Any application / upgrade to 300Mbps and above will be subject for approval
• Proof of income is needed when upgrading to more than one plan higher
• Additional deposit depends on selected new plan
For NCR Subscribers:
• Request should be sent via email to customercare@xdsfz.com
• 1 valid ID
• Letter of Request
• Upgrade can be done anytime
• Any application / upgrade to 300Mbps and above will be subject for approval
• Proof of income is needed when upgrading to more than one plan higher
• Additional Deposit depends on selected new plan
• 2 months security deposit will also be collected
To ensure timely processing of your request, pls. ensure that complete requirements as
shown above are submitted. Incomplete applications will not be processed. You may also  email your non-tech concerns at customercare@xdsfz.com and tech at servicedesk@xdsfz.com.

To get your rebate from our Member-Get-Member promo, please send us your account
number via customercare@xdsfz.com

For your account to be reconnected, please ensure that balance has been paid in full.
Reconnection will be automatic once payment has been posted in our system.
To learn more about our payment channels, please visit: http://www.xdsfz.com/how-
do-i-pay-my-monthly-subscription

For us to assist you in your refund request, please send us your account number via
customercare@xdsfz.com

To check your area’s serviceability, please visit http://gofiber.ph, click “Apply Now” and fill
in the necessary information needed.

For your statement of account details, you may visit http://get-soa.xdsfz.com

For us to assist you in this concern, please send us your account number via
customercare@xdsfz.com

To get your statement of account, you may visit http://get-soa。convergeict。com

Your cybersecurity is important to us. Please be careful in accessing sites that may be
fraudulent. To know more about our spam advisory, please visit:
http://www.xdsfz.com/watchoutforfraud

To update your account details, please visit http://account-update.xdsfz.com

Maximize your pure fiber experience with our value-added services. To know more, please
visit: http://www.xdsfz.com/add-on

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