Speaker 1
You know, you know, you know, I don't know what's wrong with my. internet, but I've already called my provider and it's been rebooted and everything's fine with that.
00:00
Speaker 2
Welcome to link support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.link.com. Please have your device serial number ready. For assistance, the press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue. [silence]
00:00
Speaker 1
went to reboot my router uh it was blue and then ever since then it just comes on red and stays red even though i go through the online setup program like three times so far spectrum. yeah and that's already been restarted. well they didn't say i mean they just said everything fine but they restarted it for me and it was blue before i hit the reset button on the router.
01:00
Speaker 2
I see. I see. Got it. Pauses for inconsiderate. Sure. So right now, your internet is not working right now. Who is your internet provider. Sure. Spectrum. So you already called them. OK. An absolute day, I see.
01:00
Speaker 1
So, I'm just wondering, the one I have might be out of warranty but I do have a brand new one that I have not hooked up yet and I'm just wondering if maybe we should just put this one in instead 'cause all the cords, I'm sure, are the same because it's the same. It appears to look the same as the one I have. The new one is the Atlas 6. I don't know what the model is of the one I currently have, but I do have the serial numbers, the recovery key. Are you there? Um, I don't know of the current one. All I have is the, it says the name, Belup CSD 0B. It looks just like the Atlas 6. It's one of those white columns. Is it on the outside somewhere? Just says Linksix on the front. It's white. And the label. Oh wait, there's a model. Hold on.
02:00
Speaker 2
Yes, yes, sir. Yes, sorry for that. Um, okay. Um, what is the model number of your length is two. [silence]
03:00
Speaker 1
material number. Hold on, let me try and take a picture of the label. Model number WH W O I V R. It looks like VR, not T serial number 2 0 J 2 0 6 0uh this number's kind of blurry, maybe 800. I can even read the last three numbers. something 08
04:00
Speaker 2
V or V2, sir?
04:00
Speaker 1
I don't think it's seven zero no it looks like 800 and then maybe eight or nine. Oh eight. Let me see if I can't get a better picture. Maybe 900 908. Try and get a magnifying glass see if that helps. [silence]
05:00
Speaker 2
seven zero eight zero zero seven zero eight [silence]
05:00
Speaker 1
[silence] I'm sorry, I couldn't understand what you've said. Let me just look at the picture again then Model number W H W 03 V2 [silence]
06:00
Speaker 2
Okay, yes, got it. So, this is the model, sorry, the serial number. Let me just check first. Okay. Anyways, this is WHW 03. Sorry, right? Yes, sir. The uh the model of your license is WHW 03.
07:00
Speaker 1
back on 909-856-5001.
08:00
Speaker 2
spectrum okay so before you proceed to proceed to with the troubleshooting allow me first to get here some of your details in case you get disconnected let me start with your phone number there you're sorry let me start with your phone number with your phone number Does it work?
08:00
Speaker 1
Gary Meyer, M-E-I-E-R, G-Meyer. G is in Gary. 1958@gmail.com, [silence] Gary.
09:00
Speaker 2
anyways, uh, I'll just need to, um, ask for your first and last name, sir, while we wait for the uh, the result, okay, about your email address sure, [silence]
09:00
Speaker 1
No. It's Gary, MEIER 1958, gmail.com. Well, I used to have two, but my house is under 900 square feet. So, I'm just running it right now off of this one because the second one always disconnects and it's only like 200 feet away.
10:00
Speaker 2
Okay, let me just repeat Sir. It's e meyer g1958 at gmail.com. Yes, got it sir. Thank you so much for confirming. Okay. Okay. How many nodes you have in total here? Oh, okay. Okay. And your email
10:00
Speaker 1
what's the what? The light? It's red. Red. Solid red. After I unplugged it, After I hit the reset, I Hit the reset probably four times. And after it reboots, it just comes back red. Mm-hmm. What do you mean a reset? What's the difference? I unplugged it for a minute. Yeah. Okay. I've done all. I did both. I did both. Then I went on the app and followed that instruction. Nothing is working. It just keeps coming back to red.
11:00
Speaker 2
okay, so you are at your main router right now, sir. Your main node. What is on it? On the light indicator?
11:00
Speaker 1
Uh, yeah, it's whatever the name is on the, on the router. Oh, the white, yeah, the Wi-Fi name is underscore Velop Setup D0B. And that's on a sticker on the bottom of the router. Right, right, I know, I get it, but that's the name of my Wi-FI.
12:00
Speaker 2
Okay, how about the Wi-Fi name? I used the label to see the Wi-Fi name, sir. Yes, I see. That's actually the default name, sir. So, um, yes. Yes, sir. So, that means, sir, that this new device needs to be reconfigured for it to have it to have to be connected to your spectrum box, so it will communicate, sir.
12:00
Speaker 1
OK. Yeah. So what do I do? Throw it in the garbage? Huh? perfect. you boy is at a scam. OK. I just told you I have a brand new at last six. Can you help me get that installed in place of it? I was just perfect. How long is your warranty last? [ silence]
13:00
Speaker 2
And sir unfortunately this note uh this is showing out of warranty in our system and I believe we're already aware of that that we don't uh we no longer provide free assistance for out of warranty devices. Um my notes here, how long have you been using this router? I can I can provide you options for this for this server. Um first option sir is we do have a paid service that's $15 for an hour of troubleshooting. And in that way I will be able to walk you through step-by-step on the troubleshooting with your two linksys nodes. Yes, okay. Yes sir. As long as it's in warranty sir, I can provide you with free assistance. May I have the serial number please?
13:00
Speaker 1
How long is the warranty last? This was just purchased in December, and never been hooked up. Sorry quiet? Three years? The new one, hold on box hasn't even never even been opened. It's only going to be on the note itself, not on the box, right?
14:00
Speaker 2
for the for the yes sir for newer devices sir like the atlas six or developed marks sir those are with three years word three years sir Yes, so if you purchase this one in uh last december then uh this comes with a three-year's warranty so yeah this is still in warranty um for me to confirm sure what is um may have the um um serial number of the new node please. Yes sir Oh
14:00
Speaker 1
All right, hold on. I'm opening the box. right now. I just – I don't understand because some of the stuff was working on the internet, on the wireless, and then all of a sudden, some of it quit working, so I rebooted it, and now nothing's working. Well, it is now, now that it's red, because when I first started it, it was blue. All right, here we are. Password: ______ Name: ______ Model: ______ Serial: ______ Serial. All right.
15:00
Speaker 2
Sir, we would love to interrupt or delete the behavior, but then you want to mention that you press the subset of buttons, right? So that means that all of your devices over disconnected Because it's back to default. David Orban, David, Peru, David Orban, Sir, Mm-hmm. yes, yes. Yeah, just take your time, sure, no rush. The last letter, sure, is it B? B. Okay. Yes, got it, sir. Let me just check on the exact unit. Okay, just a few seconds. Yeah, this is MX two thousand, sir. Yes.
15:00
Speaker 1
correct? Is that a good one? [silence] Uh I got it for a gift. I think it was purchased on Amazon in December for Christmas. Why? What date do you show it? Holy shit. I just got it for Christmas. I just got it for Christmas.
17:00
Speaker 2
Yes. You purchased this last year? Okay. For this, one shows here that this was purchased January of 2023. that was that? Yes. Yes, sir. Yes, sir. Sir, we can still provide proceed with the troubleshooting for this one, sir. And, um, since this is, um, showing out of warranty here, we will proceed, but I will be asking for the receipt, if you can ask for the receipture from the person who you gave you this.
17:00
Speaker 1
You're kidding me. [silence] This one is already this thing is already 3 years old? And I just opened it? Maybe I need to go to a different router company. This is ridiculous. I've had this problem before and Linksys helped me. [silence] All right.
18:00
Speaker 2
one, maybe right after this culture or if you're available, okay? We'll just send you an email so you to reply with a copy of it. As I've mentioned, sir, this here, yes, yes, sir. Sir, I'm not saying that I will not provide you assistance for this one or help with this one. I will just send you an email, sir. If you can send us a copy of the receipt, maybe if you're available after this call. Yes, but we will go ahead with this, sir. Okay, so you can now disconnect the old divisor, the old router, disconnect it to the modem first, then make sure you connect.
18:00
Speaker 1
All right, hold on. Let me just disconnect the old one first. All right, there goes the power. There goes not the phone line. Yeah. Okay. Old one is disconnected. Okay. What am I looking for now in the new one? Correct. And it is have a yellow line under it. All right. So the one from Spectrum is this white one. Okay. All right. and I'm
19:00
Speaker 2
Yes, this new one, sir, there's this yellow, I'm sorry, there's this internet port. Yes. Yes, sir. So that's where you need to, uh, you connect your, um, ethernet cable from your spectrum box.
19:00
Speaker 1
Okay, I've connected the internet one. No, I'm just okay, I just clicked it in. All right, and then all I have left is an ethernet cable. Does it matter which one of those I plug it into? I still have my ethernet cable, does it matter which ethernet port I plug it into? Because there's three on the new node.
20:00
Speaker 2
Okay. Yes. Yes, sir. Go ahead and plug it in, sir, please. I'm sorry, sir. [silence].
20:00
Speaker 1
I understand that, but there's three ports, Ethernet. Does it matter which one I use? All right. All three of my old cables are now connected. So, do I need to turn, turn the new one on? Okay. New one's on. It came on solid blue, right from the get, go.
21:00
Speaker 2
Yes, sir. As I mentioned, sir, the indicated port that says Internet. That's where you connect your ethernet cable, sir. Those ethernet ports here are for other devices. If you will connect your spectrum box, it should be on the Internet port? Oh, okay. So just a question. Yes. system. Yes, sir. Okay, and so just to confirm, sir, um, Sorry, um, before we proceed with that, um,
21:00
Speaker 1
How many ports? Just one, just one. Oh, wait. What's this up here? Uhm, yeah. Looks like there's just, for the Ethernet cable it's just one. Or the, yeah. And it is cable internet. I don't know if that matters. Okay. And now it's like dimming blue. So, it starts as light, and then goes to dark blue, and then goes back off and comes back on. So it's blinking on and off.
22:00
Speaker 2
Your Spectrum Box here might know how many ports? Does it have? [silence] Yes. [silence] Just, just one. Okay. Okay. [silence]
22:00
Speaker 1
slowly. Okay. Okay, just turn purple. Yeah. Uh, I have a computer, but it's in the other room. No. Oh, no. All right, it'll be hooked up to the router, I can maybe do it on the phone. What do you want me to do? Go to the Linksys app. Okay. All right. All right.
23:00
Speaker 2
Okay, that's rebooting, sir. Let's please let me know, sir, if this node turns steady purple, okay? Let's just wait for it to reboot properly. Oh, it's turned purple. Sir, do you have a computer or maybe an iPad that we can use, sir? Let's, not possible for you to bring it close to your nodes? No? Okay, that's okay. Um, not, no syrup. I would suggest for us to do it on the user interface. Anyways, let's try this one first. Yes, let's try this one first. So, before we do the 5-press pairing, put up your, can you please confirm, [silence] left detail, it is, correct?
23:00
Speaker 1
[silence] Yes. Uh huh. 1 2 3 4 5 Okay, it went red. Now it's back to purple [silence] purple [silence]
24:00
Speaker 2
You have an Ethernet cable. The other end is connected to the modem and the other end of that cable here is connected to the internet port. The yellow port on your lens up okay, okay. So you underneath this no sir. You have a reset button. And you can, okay. So can you please, yes sir. Can you please press and release the reset button of this node? Five times not too fast, not too slow. Okay, it's blinking purple. Okay, sir.
24:00
Speaker 1
Okay. [ silence ]
25:00
Speaker 2
Let's just give it the time with. Uh, usually for a five press set up. It will take 3 to 5 minutes. You can actually still use this as your extender, sir.
25:00
Speaker 1
underneath the the node [ 0m23s . 38 ] okay I've taken the picture okay [ 0m43s . 14 ] all right do you need any of that information or no okay oh okay all right [ 0m59s . 347 ]
27:00
Speaker 2
Yes, yes, sure. There's a sticker on the, um, sticker. So, you have the Wi-Fi name and a password and a recovery key. You, we will be needing that. No, sure, but you will be needing that one later on cause we will be using your computer. Okay, so that, that you will not go back and forth. [silence]
27:00
Speaker 1
Okay. Gotcha. Thank you. It's still solid red. Pink red, whatever color it is. Uh, you know what, hopefully, hopefully it works because we just, I don't think I have internet now. because this is a wireless computer too. Let's let's see what happens. Okay. Okay. Then what, try to get on the internet.
28:00
Speaker 2
Sure, sure, through that other room and see your no, okay, so what do we have right now? Sure, what's the light? Okay. Okay. Red, okay, sure. Go to the computer, sure. What uh, huh? [silence]
28:00
Speaker 1
Yeah. Uh, all right, let's see, go here to system preferences. Oh, where do I see wi-fi? Bluetooth, software update. Maybe under gen of Internet, maybe under under what? Okay. Okay. Well, there's password and Internet accounts, I'm on an Apple iMac, if that [silence] helps. yes. Thank you.
29:00
Speaker 2
before we do that, go first to the Wi-Fi settings of your computer. [silence] [silence] under network and internet, sir. [silence] that's where you can see the Wi-Fi. [silence] network and internet. [silence] do you have some connection, sir?
29:00
Speaker 1
Well, let me see. Let me try. Let me see if it connects to the internet. [silence] It does not look like it's connecting. Again, because the computer is wireless, all my stuff is wireless. On my phone.
30:00
Speaker 2
Connections, settings and connections. Yes, yes, sir. But can you check on available network, sir? Under Wi-Fi, you have available network. On your computer, sir. [silence]
30:00
Speaker 1
[silence] Bluetooth, [silence] so maybe [silence] internet accounts. I don't see anything that actually says Wi-Fi. [silence] [snore] [snore] Yes. [silence] Top Docu Menu [silence] [snore] series, language, extension, [silence] Cardinal and privacy [silence] password. [silence] Oh, network maybe? [silence] Would it be network? [silence] Okay, it says loading network. [snore] iPhone USB Ethernet, not connected, ThunderBolt bridge. It says Wi-Fi on. Let me see. [snore] Location, automatic, show Wi-Fi status in menu bar. [silence]
31:00
Speaker 2
Yes sir. I'm, yes sir. OK, good.
31:00
Speaker 1
Where is that? Okay. Oh, I see where, okay, Wi-Fi. Okay. I see it. And this one comes up, the bellop set up 339 comes up, but it shows a lock. Is that the 339, which is what in the picture on the new node? It does. MQTT, May, May, click, show password, make sure it's, right. T, D.
32:00
Speaker 2
Okay that's good setup. Let me. Yes. Yes. Sure. Can you type the name here? And let's check if it will ask for a password. Okay, so let's type in the password here. Same password underneath the note.
32:00
Speaker 1
Q, W, L-S and um N-K-T and then hit join. Okay. Got the names got all that. Okay. Okay. Wi-Fi connected. Okay. I'm guessing maybe it's not because the browser's not opening. Let me go look. Yeah, Safari. It's Ro actually Yahoo is my browser, but. Orion [silence]
33:00
Speaker 2
yes [ silence ] okay that's good yeah that's good to know sure so kindly open the browser on your computer [ silence ] let me know if your browser's ready sir okay Safari or Chrome
33:00
Speaker 1
esಸ್ಕרי is the internet. [silence] the node is still solid red [silence] or pink. [silence] does that sound right? [silence] may consult online. [silence] may consult online. [silence]
34:00
Speaker 2
Actually, no sure, but anyways. Okay, can you open Safari browser, please? Let's see Safari. [silence]
34:00
Speaker 1
Okay, so when I go to Safari, I get the page comes up, but then it asks me to select from something. Yes, yes. One nine two, one, six, eight.
35:00
Speaker 2
What about this? On the, on the address bar on the top? Can you type this? Yes, can you please type these numbers? Okay, 192.168.1.1.
35:00
Speaker 1
one dot, one one nine two dot one six eight dot one dot one. Okay. Download the lynx is app for setup. picture of what? Yes. Oh, using my camera on my phone. Oh. What do you want me? Oh. Look. It says, oh, Okay. I just did. and now it's black. Okay, here we go. [silence]
36:00
Speaker 2
yes, sir. and then press enter yup. Yes, you're on the right page sir. Um, do you see a picture of two phones on your, on your screen? Uh, phones, sir. Panphones. Okay. Can you tap- just the picture of the two phone- No, no, sir. Uh, just your cursor, sir. Just tap on the- yes. Just tap on the two phone picture. Just click on the phone picture, sir.
36:00
Speaker 1
Okay, router password admin. Okay, and sign in. Yes. Okay, many people use this. Create a strong one. Just say not now, right? I'm not changing the password. It just says many people use this password, which makes it easy to guess. So, it's asking me if I want to change it or not now. The password. I'm guessing not now. Okay. All right. Okay, I'm on the Lynx system Smart wet.
37:00
Speaker 2
Okay. So, by default, sir, the router password is admin, all lower case. Yes. Just A-D-M-I-N. Yes, all lower case and sign in. Yes, sir. What does it say, sir? Oh, not now, sure. Yes. Don't do it now.
37:00
Speaker 1
, no, no, no internet connection. Router settings, yes. Yes. OK. Correct.
38:00
Speaker 2
Okay, can you check on what is the network status, sir? First box in the middle part of the screen. This device, no internet connection. Okay. Um lower left side, uh left part of the screen, sir. You have router settings. Yes. And you have there troubleshooting. Okay, go to troubleshooting, sir. Okay. And under troubleshooting, you have um status, diagnostic and logs. They put us a stay on status tab, sir, and check if you can see the report.
38:00
Speaker 1
[transfer commencing] client check on oh report yes okay 1.1.4.209680 mmm hmm yes it's got internet and the box under one GB PS is checked then below that it's got 1, 2 and
39:00
Speaker 2
Some options. Under reports sir, first information that you will see is a firmware. Can you provide me the version sir please? Okay. Can you now scroll down please, all the way to the bottom of the page? Same tabs here, just scroll down all the way to the bottom. Look for ports.
39:00
Speaker 1
three and only the one is checked 10 slash 100 Mbps. where is the what mark? Oh, oh, oh, under internet it's on the one gigabyte per second. I got it. Yes
40:00
Speaker 1
it's 0.0.0.0 yes yes okay so right now I'm on the Wi-Fi tools keep going back [silence]
41:00
Speaker 2
Any valid number here on internet address IPDv4? Okay. Okay, so it seems the Wi-Fi needs a change from your side before we proceed with the next step. Okay, kindly tap on the OK button, sir, on the and back to the main dashboard. Please scroll down all the way to the bottom of the page. Pager not scanned. No sir, just scroll down there, all the way. down just one a little more until you see the connected devices. on Okay. Now, since Wi-Fi wouldn't be a problem, what we'll do now is, we'll just hold down the power button of your Mailbox, okay? And on your phone or your laptop, maybe letting the Wi-Fi search bar be open for a couple of seconds.
41:00
Speaker 1
Okay. Uh oh, okay. End user license agreement, privacy statement. Which one do you want me to click? A. Yes. Click it. Uh, uh, yes, click it. Uh-huh. Okay. Uh, okay, okay. Yes, it took me back to Wi-Fi tools. Uh-huh. Yes. I mean, uh, looks like the Wi-Fi settings. Got it. Okay.
42:00
Speaker 2
Wait towards the bottom of the page. Look for the end user license agreement. Privacy statement. Do you have CA sure? Yeah, do you see CA? Yes, sir, please. Okay. So can can you go to, the lower left still sure under the router settings? You have Wi-Fi settings. Okay. Can you? Okay. Yes, sir. Wi-Fi settings are on the left side. So under Wi-Fi settings is
42:00
Speaker 2
there you can see your wi-fi name and password, right? hmm. Yes, that's because this router is a dual band device. Okay, so can you go to, yes sir, can you go to the first band through 2.4. If you want to change the Wi-Fi name, so you can do it now. Save it a password and create the same Wi-Fi name and password for the other network, for the 5GHz. Same name, same password, please. Um, no, sir. I'm sorry. How about the Yeah, before you do that,
43:00
Speaker 1
the Sun network name [silence] Well, all I see, oh wait, uh Wi-Fi premium. So I'm still in wireless on Wi-Fi settings. Okay. I changed the Wi-Fi name on both and they both have the same password. What what do you want me else? Do you want me to change? Hello. Oh, okay. Is there something else you want me to change?
44:00
Speaker 2
Can you change the 5 gigabit network name?
44:00
Speaker 1
Okay. They're both the same. Okay. Wi-Fi name, password, Wi-Fi name, password. Do you want to continue? Yes, correct. Okay. Okay. Fine. Changes your riding is applying the action you perform may cause devices to temporarily lose connection, okay. All right. All right. All right. Yeah. It's saying waiting and it's got the blue dot going around in a circle. [ silence ]
45:00
Speaker 2
Fast forward there that will be, that will be good. Once you're done with the wifi name and password yes there, just tap apply or once you're done. Yes Sir. Okay, what do you see now? Does it say, does it ask you to wait for one moment? [silence]
45:00
Speaker 1
Router not found. You are not connected to your router. Okay. Would it is it possible because I have a uh uh I don't know if it's the VP
46:00
Speaker 2
Huh content. Okay, sure. So using the same computer, slightly go to the Wi-Fi settings.
46:00
Speaker 1
VPN or a um what do you call it uh I guess it is should I turn off the VPN for now use your Wi-Fi and your Bluetooth and your computers turned on make sure it's not too far away make sure to cable is in recently changed reconnect your device using the new setting okay should I be turning off my VPN all right disconnecting okay now it's saying not connected so should I try retry
47:00
Speaker 2
Yes, we can turn it after. What No, sir, how about
47:00
Speaker 1
Now, uh, it's clicked on Wi-Fi. Uh, okay. Uh, so it comes up, but then it goes blank. Uh, and come, it, it came up, uh, with, on the new name. Uh, now it's back on, and then it's saying no IP address. Uh, I don't know. It's like trying to connect it, but it's not. Oh, wait. Um, so the only box underneath the network name says, uh, well, automatically join this network, asks to join, personal hotspots, uh, and limit, IP.
48:00
Speaker 2
Kindly go to the settings of your computer. Yes. On the settings of your computer, sir, look for the name that you just created. Uh-huh.
48:00
Speaker 1
But the IP address, but they keep going off. And then down below that it says ask to join new networks. So what do I do? It shows Wi-Fi on, and then it goes to no IP address. Let me see if I could. So even though if I click the drop down arrow and I select the name of the network, it's not staying. It's like go, here we go. Requires a password. So I need to use the new password. Let me try that next. [silence] Password. Uh-oh, uh, here we go. Show password. Okay, so that's my old password. Okay. Cancel that. Change to the new password, correct, with the new node? Correct. Well, it looked like it had defaulted because I'm using the same name that I had on my previous network before this last one that went South. So I need to put in the new password for the new node, correct? I'm mmKT and join. Mm. It's still doing it. It comes on with my password or my network name, but then it goes blank again. It says no network selected, then it goes to my network name, I don't know. Why it's not staying on. Oh, wait. Yeah, Wi-Fi is on. And all my cameras are coming on as being offline. So I do .[silence]
49:00
Speaker 2
yes. mhm. no need here. no need for you to uh to connect. okay and just to confirm mhm go ahead sir. [silence]
52:00
Speaker 1
When you, you select a Wi-Fi network in your nearby, Mac, which has connected to this network, and you have in their contacts. So it's asking for a password, would that be my old password for that network, or would it be this new password on the new node? The Wi-Fi network home one requires a WPA2 password. Okay, let me try that. But that's not, that's not the password on the node.
53:00
Speaker 2
uh-huh. Uh-huh. uh-huh. uh, okay, so that will be the password here that you created together with the Wi-Fi name. uh-huh. uh-huh. [silence] Okay, so that will be the password here that you created together with the Wi-Fi name.
53:00
Speaker 1
Correct. Okay. Well, the password. He just left is whatever the password is on the node. let me try something.
54:00
Speaker 2
No, because you're already created the passwords here. If you can remember earlier, I asked you to create your wifi name and your password. [silence]
54:00
Speaker 1
It's still doing the same thing. It comes on, then it goes away. Okay, here we are again. show password. brain state. 890. Try this one one more time. 100. For snakes. Still doing the same thing. So, you won't want me to put in the password that we just used when I changed the network name, which is the same password that's on the node. Is that the password I should be putting in?
55:00
Speaker 1
Solid pressure
57:00
Speaker 2
Yes, it will really take time, sure, for this note, especially if there's solid red still. Okay, sure. Here's a thing. Based on the troubleshooting that we did, sure, you managed to set up your Wi-Fi network and ports are detected, though the firmware version is outdated, but it's it should still go online. Sure. The Internet address that we took earlier, that we checked earlier, sure under the Troubleshooting and Diagnostic tab. It shows that that is this is an invalid IP address. Sure, 0, 0, 0, 0. This IP address is coming from your main source, which is the modem. So the next next step to try is, cause it's in made is to simply unplug the power plug to your modem. So, pull that off, kindly. Just leave that off for about a minute. So we'll be unplugging that again.
57:00
Speaker 1
Okay. [silence] Um, I, uh, when I, when I first tried with the old, um, with the old Node, I went to their app and I'm able to restart it remotely. Um, let me look right here. Spectrum. Welcome back. Do my plan manage internet lifeline. Uh, I don't remember the name of your app.
58:00
Speaker 1
manage internet life line plans won't be straight speed test network unable to display equipment uh... well I thought I was able to of reboot your internet modem okay double shooting manually restart my modem [silence] definitely. Okay, all right, hold on, there's a reset button on this one two supposed to be where is it? They say there's a restart button, but oh wait. Oh, right here.
59:00
Speaker 2
Mhmm. Okay. Yes. You have to do a restart on your modem for it to provide internet connection to your links. [silence] Mhmm. Okay. Yes. You have to do a restart on your modem for it to provide internet connection to your links. [silence]
59:00
Speaker 1
Okay. I just hit the restart button on the modem. [silence] and so it's going through its restarting process. Okay, I believe it's restarted. Looks like... well, it doesn't say online as blue. I've got a blue light on my router. But it's not solid. It's like blinking blue. Uh-oh, just went red. Okay.
60:00
Speaker 1
it looks like the uh... uh... doesn't seem router has power. OK. Yes. The online lightweight is blinking, though, on the modem. It's not supposed to. I don't think it's finished rebooting yet. Well, now it looks like the online light is lit on the router. I mean, on the modem. But the the light is red on the on the router. The modem shows power on and online on and the node still has a red light.
62:00
Speaker 2
Okay, so how is it sure is it still solid red? Uh? Okay. Yes, sir. Okay. So it seems that the reboot sure on your app, on your spay.
62:00
Speaker 1
Well, I, I did an actual, I, I, I didn't use the app. I hit the actual reset button on the modem. Oh, okay. Hold on one second. Right now the node is solid blue. Yeah. Oh, you don't want it to be solid blue? Thought that means it's connected. Yeah, that's what it is. It is it is.
63:00
Speaker 2
sure did not work so i believe sure you have to ask assistance from uh actually sure um that will help but it's not a guarantee that it will really make your router uh your modem go online um Spectrum sure they can send a signal sir directly to your modem and uh it will let your router communicate with that. okay so that's good to know sir so just give it more time. It should be solid yes sir and it should be solid blue sure let's just wait for it to have a steady blue light okay. Do you Oh, okay. That's good, sir. Can you check, sir, if your internet is not working. Mm-hmm. You can use your phone now. Try to use your phone, sir. It will be more handy for you. Mm-hmm. Okay. Okay. Yes, that's good to know. Now, so it seems that your network is now working. Um, for your older nodes, sir, it's up, it's actually up to you, sir, if you or what you want to do with that. But the good thing that you have a newer device. Sir. Uh, again, sir, since this is just [silence]
63:00
Speaker 1
okay, I have the receipt here from Amazon.com. It's got the order date of December 22nd of 2025. So will, if I send this to you, will that start? That's basically the date that it was purchased, which is the three-year warranty. Okay. Okay, and
66:00
Speaker 2
sir we're going out of warranty in a system uh for a future use uh sure i will be asking for the receipt for this if you can provide one okay but then sure if you can yes but if you can't proceed to provide the the receipt maybe then uh if you need assistance in the future for other technicians sir they might not be able to give you that free service unless you have the receipt uh okay here we go okay yes sir that will be the start of the warranty sir yes yes sir which is the three year warranty okay so i'll send you the uh i'll send you an email sir for us to also have a copy of that
66:00
Speaker 1
Okay. [silence] Perfect. All righty. So [silence] uh, thank you. I'm sorry for being frustrated. It's just hopefully now, hopefully now with this new, this new node, the fancy Atlas 6, maybe this little house will stay connected for a while. Okay. and um do you guys also do surveys? Okay. Oh, okay. Thank you, mam. Have a good day. Bye bye. [silence] Bye bye.
67:00
Speaker 2
information, then we will update your, the warranty here. Thank you so much for your time. sir. I do really apologize for the inconvenience. That's okay, sir. I, uh, Mhm. Yes, yes, sir. As long as there's no internet, uh, downtime, sir, or internet interruption. Okay. Yeah, we do, sir. But that, uh, that will be sent to random customers. Anyways, thank you, sir. I will, sir. Thank you, sir. Have a good day as well. Please stay safe.
67:00