Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible. [silence]
00:00
Speaker 1
My name is Tom. How are you today? Okay. I've got a little problem with my router.
11:00
Speaker 2
Hi, thank you for calling Linksys, my name is Josh. How may assist you today? Hello Tam, I'm doing great. How about you?
11:00
Speaker 1
model number. Oh, My, uh, it is hooked directly up to my, um, my modem and the modems operating fine because I just connected a router and dropped the modem straight to the computer and everything's fine there, but uh, the uh, modem is quit working. I've all I've got on it as a red light. It seems like it wants to come on and then, uh, uh, go off after a couple of seconds. Just one. Yes. [silence]
12:00
Speaker 2
Yes, sir. and may I know what's the issue with your router? I know the issue that you are encountering with our router? Mm-hmm. I see. Get this one, sir. And how many linksys routers do you have in total? Alright. And by the way, regarding with your internet service provider, is it Spectrum? Alright. Thank you so much for confirming. And from
12:00
Speaker 1
uh, Yes, it is 4 5 K. 1 0 M 2 5 C 0 0 5 5 5 That's correct, yes, it is a MR 5 5 0 5 0. 0, yes, yes. Yeah, I
13:00
Speaker 2
Press the proceed, may have the serial number of your links to router. All right, thank you so much for that. And so let me verify again the serial number. So it's 45 Kilo 10 Mike two, 5-Charlie 00555. Is that correct? Thank you so much for confirming and may also have the model number. All right, thank you so much for that information. So you mentioned that the light on the router is currently showing solid red, correct? Uh-huh. And did you reboot the router prior calling us as well?
13:00
Speaker 1
I have I have done that several times this morning. I disconnected it, turned it off, disconnected the power and I and I have connected it back on. I have I have done that several times this morning. I didn't know there was a reset button on it. Yes, yes, it's a it's a Windows. It's Windows. Yeah, it's a Dell, Dell computer. Oh, yes, I think this is it on the front.
14:00
Speaker 2
I see and did you press the reset button prior calling us as well? I see. Yeah. Before we do that, sir, or before we press that reset button on the router, you mentioned that you actually wired your computer directly to the modem and your computer was able to get online. Is that correct? Okay, great. And just to verify, what's the operating system of the computer? Is it a Windows computer or a Mac? Windows. All right. And may I also agha get this one, and may I also have the model number of your modem, like the Spectrum device?
14:00
Speaker 1
M 1602. Correct.
15:00
Speaker 2
all right so just to verify the model number is t form and for mike 16 02 correct all right thank you so much for confirming so let me check here the uh so yeah i've been checking here it's actually uh mentioned that your modem only has one ethernet port so just to verify the router is still wired directly to this modem and even though the modem is online the router cannot get uh or cannot access or cannot have an internet connection so uh by the way sir is it possible to wire your Dell router directly to the modem again because we are going to check or also verify if the modem has a valid internet.
15:00
Speaker 1
Yeah, the, the, the, the router is, I, I reconnected everything. I've got the router hooked up to the modem right now. Sure. Uh, hang on for a second. [silence] Uh, okay, the the router is done.
16:00
Speaker 2
stress. Mm-hmm. So, is it possible to disconnect this Linksys router from the modem and then wire your PC again directly to the modem? All right, thank you so much for that one. And yeah, kindly take your time as well. [silence] [silence]
16:00
Speaker 1
yes, connected from the Modem, and that cable is now going that directly to the computer and I do have internet access. Um, boy, that, I tell you what, I'm not, not all that up on that, but, uh, I would, yes. I had a wired connection from the Modem to the router. And, that's what I just connected to hook up to the computer. Sir, I, I don't, I, I, I really don't know that.
17:00
Speaker 2
Okay, great. So by the way, is your computer has a Wi-Fi feature? So because of we are going to make sure that the router is getting the internet connection coming from the cable not to the wireless or Wi-Fi connection. So for now can you? Oh yeah. Oh yeah. I'm sorry. All right. So so also the this computer has a Wi-Fi feature or Wi-Fi connection, correct?
17:00
Speaker 1
I would, I would almost have to say, I'd have to get in into the computer. I've never wired it that way. It's a fairly new computer. I don't know, it's a year and a half old or so. Probably not, probably not. Okay. Okay, C MD as in dog. Command prompt. Okay, I see that. I did. And I've got Microsoft Windows Version blah blah blah blah, C: Users\my name =>
18:00
Speaker 2
I see. I see. No, it's where that one's at. And do you know how to access CMD or command prompt on your computer. No worries. No worries. I'm going to walk you through it. So, on your computer search uh you should be able to see the search bar or search field on the bottom. And then yeah, on that field just type in CMD or command prompt and then press Enter. Yes sir. That's correct. And yeah, kindly click that one. Uh, so
18:00
Speaker 1
[silence] Hi. [silence] I as in Isaac. [silence] Oh, well, you're going to have to repeat that. [silence] I'm a little hard of hearing. [silence] You got your work cut out for ya. [silence] I P C C O N as in Nancy. And then what? [silence] S I [silence] okay. Okay. [silence] I P C C O N S I G [silence] F [silence] Okay. Fox F I G. [silence] Okay. [silence]
19:00
Speaker 2
All right, so on that screen kindly type in IP config. [silence] Yes, sir. Yes, Sir: I as in Isaac, P for Paul, C for Charlie, O for Oscar, N for Nancy, F for factor, I for India and G for Goto. Sorry. No worries. So I G so fig like yeah. I G G for Goto. No, sir, the S S should be F like foxtrot or fox. Yeah. Yeah. All right, so yeah, after I pconfig kindly press. [silence]
19:00
Speaker 1
OK. OKI is that in forward slash is that just a regular key on the keyboard? Or is that backslash? OK. OK. L. Enter. OK. I got that and I got wireless screen.
20:00
Speaker 2
Facebook your keyboard? and then, Forward Slash, like the Forward Slash symbol. And then type, yeah, Yeah, just the regular one. The forward slash. And then type the word all like A for Alpha, L for Lima, L for Lima and then press enter. That's correct. Okay, great. So I assume so I assume me yeah, so yeah there can you look for the section that says Ethernet LAN adapter?
20:00
Speaker 1
wireless LAN adapter, local area connection. 2 wireless LAN adapter Wi-Fi. Oh, okay, ethernet adapter Bluetooth, network connection. Okay, underneath that, it says, right now, it says, media state, media disconnected, connection specific DNS suffix, nothing, description, Bluetooth device, personal area network, physical address e86538e92c5884.
21:00
Speaker 2
No, sir. We should be looking for the Ethernet, like, ET, yeah. Do we have another Ethernet adapter there, not the Bluetooth one? Like, besides Bluetooth, under what are the section that says Ethernet LAN adapter?
21:00
Speaker 1
Yeah, Ethan? Let me go down through here. I don't believe so. No. That's the end of the screen. Yes. Yeah, um.at.att.net.
22:00
Speaker 2
[silence] Is there another options there or option there that says Ethernet LAN adapter? I see. So, only one Ethernet LAN adapter and then Bluetooth. I see. [silence] Got that one. So, uh by the way sir, according here in our end, it seems like you already have an existing exsiting record. So just to verify, is your email address cam@p@cogent.net? [silence] All right. So, sir, I'm gonna I will be sending you an email and and reply to my email with a copy of the all the information that you can see on the CMD screen. Okay? So all you have to [silence]
22:00
Speaker 1
I am going to my email I am going to my email on an I pad so sure here [silence] [silence]
23:00
Speaker 2
kindly let me on your end is just copy and then paste the results on my email. So yeah, so yeah, kindly give me one to two minutes in order for me to trigger an email. All right. Thank you very much. [silence] Hello, sir. Thank you for patiently waiting. Uh yeah, I have already sent you an email. So, uh also since you mentioned that you're going to use your iPad to reply to my email, you can actually like take a photo on your iPad on your computer.
23:00
Speaker 1
Okay. I haven't got the email yet. I still don't have it. And I'm working uh, yeah, I'll tell you, I'm gonna have to uh, let me do something here and get into my email on my I'm working off of a hotspot on my phone because
25:00
Speaker 2
And then, yeah, just send the photos on to my email. All right. Uh-h-h, no worries. Try to reload or refresh your email and also try to check on spam.
25:00
Speaker 1
because I don't have internet. and I live out in a country, so um let me see if I can access it through uh the uh Yeah. Okay. Okay. Yeah, good luck. Yeah, good luck to you too. Yeah, I'm going to get caught here in a minute. Uh uh I believe.
26:00
Speaker 2
Ah, I understand. Yeah. Try to access your email on your computer instead and. [silence]
26:00
Speaker 1
Okay, here we go. Linux, I found in my email. With a screenshot or copy of the information displayed on your CMD screen. I have, um, Sir, you'll have to walk me through how do I take a, I've never done it before, take a screenshot on this, uh, PC. Yeah, I've got it. Hit that.
27:00
Speaker 2
uh, no worries, uh, sir. So on the keyboard there's a like option there that says print screen and it should be located next to the keyboard that says or key next to the F-12 or scroll up.
27:00
Speaker 1
Okay, And it's actually turning hold on a minute. There's actually October 13, 8:33, it looks like you sent maybe two of them. No, it's just copied the single thing. Right. Hang on here a minute. Okay. I hit print screen. Now, where would that be? Oh, Okay. I'm going to take a picture of it. And I think I did that space. Oh.
28:00
Speaker 2
yes kindly hit prn crn and then Oh I see yes no worries yeah and then make sure to press save or click the save icon so I assume you're currently on the Sneak Peek tool. Correct.
28:00
Speaker 1
I'm on the what, sir? Yeah, I'm on your, I hit a, when I hit print screen, a little camera came up on the top. And I hit it and it really doesn't do anything. But let's see what, this recording area. What is this color picker? No I don't have that. Um, this, it had a a picture of a a camera and then a record and then a recording area and then a
29:00
Speaker 2
Yeah, a snipping tool then it allows you to uh yeah, I'm sorry to interrupt you there, so once you take a photo or a screenshot of all the information, so can you see the edit and paint option there and there is a floppy disk icon. Hmm.
29:00
Speaker 1
I don't know what that is. It looks like a... on the right panel. Uh, man. Man, I'm sorry I'm so illiterate on this stuff. Oh, all right, hold on a minute. All right, I'm, I'm on your, right now, the screen on my computer is your email. And it says new reply for hashtag LTs0000843.
30:00
Speaker 2
what about on the right hand side? What are the options you can see on the right hand panel? Yeah. No worries for that one, sir. If that's the case, like if we're having a hard time like getting a screenshot of your or all the information on the CMD. Uh how about this one? Can we copy and paste the information instead? So for copy and paste uh For now, kindly go back to the CMD [silence] All right. So, yes. Uh, Yeah, on that screen, kindly click reply and go back to the CMD screen. [silence] Yep, and once you [silence] Yeah, so once you click reply, can you go back to the CMD screen? [silence] Yeah, to the command prum. Yeah. Because we are going to yeah copy and paste. [silence] All right. So on that screen, on your keyboard kindly type c:/Window/system 32 [silence] cmd.
30:00
Speaker 1
all right, now, on the bottom, I've got C, users, backslash, Tom, A, L, greater than, and then the cursor. Is that where you want this typed? Yes. Well, I still have that I still have that command prompt and all that information, but at the bottom of the screen, I've got. Yeah, I have the, uh, man, Josh, I thought.
32:00
Speaker 2
Click control and then a, like the letter a. So, control then press the letter a. Oh, okay. So, all the information that were indicated before has been wiped out. [silence] I see. Ah no worries for that, man. I see. Uh-huh. Can we go back to the uh, yeah. Yeah. Can we go back to uh, yeah. Because the thing for this one, sir is, we really need to make sure if the modem, which is the source of the [silence] Internet, is able to pick up, uh, wi-fi signals or clamp up in.
32:00
Speaker 1
[silence] Okay. Okay. So, and what do I need to do here? Yeah, I'm on the command prompt. I'm on the command prompt screen. Auto config you're enabled. Yes, I do.
33:00
Speaker 2
[ silence ] has a valid internet IP address because if we will reset the [silence ] if they should persist, we will go back again to this troubleshooting for us to make sure that the [silence ] is really online or has an internet connection. So uh don't worry sir once I got this information we're sure that we can just uh proceed troubleshooting the router. So this information is really crucial for the troubleshooting. [ silence ] yeah uh just to verify. Are you back on the screen that says uh IP config space forward slash au? [ silence ] All right, so again [ silence ] Okay, great. So again on your keyboard, can you see the [silence ] key? Like it is located uh under uh yeah, I need to click control
33:00
Speaker 1
Control A as in Albert. Um, the Control didn't do anything. It just got A. Okay, did that. Oops, and I got like three of them. There's probably nothing highlighted on this command screen. When I hit Control and A at the same time, I've got like a [silence]
34:00
Speaker 2
Yeah. And it should, uh, kindly, how about this, uh, press control and, uh, press A. So, there's no need to, uh, uh, what do you call this? Like, uh, unpress the letter control. So, kindly press control, and at the same time, click the letter A, uh-huh. Yeah. So, all the information has been highlighted, correct?
34:00
Speaker 1
I'm, uh, an up mark and an A, and an up mark and an A, and an up mark and an A. I guess I held it too long. But there's nothing highlighted. [silence] Now I'll read you the categories again. It's wireless LAN adapter, local area connection. That's one section, wireless LAN adapter, Wi-Fi, that's another section and Ethernet adapter, Bluetooth network connection and that's the only sections that I have. Oh, wait a minute. Hold on a minute.
35:00
Speaker 2
I see. Um , yeah, as I really do apologize for this one, sir. So uh can you double check on the CMD screen or if there's another uh section that says Ethernet besides the Bluetooth? Hmm.
35:00
Speaker 1
The thing was all the way at the bottom. these other sections are Windows IP configuration ethernet adapter ethernet that's a section. okay. V4 address is 168.230.36. Correct. Correct.
36:00
Speaker 2
That's great. so yeah. so yeah, that's the one that we are looking for. So under that under that section, can you tell me the IPv4 or IPv4 address? All right. Thank you so much for that one. So let me verify it. 174.86.230.36, correct? All right. And can you also, uh, uh, give me the details of uh, public IP? Because now I only have the private one.
36:00
Speaker 1
Uh, hang on here a minute. physical address is two eight dash zero zero dash A F dash F B dash nine two dash three eight. Yes, they are they they're all caps. correct, correct.
37:00
Speaker 2
uh alright so let me verify the physical address all right so it's two eight dash zero zero dash AF like alpha foxtrot. uh and just to confirm are these letters are in capital or lowercase? all right they're all caps so after AF dash FB like foxtrot boy dash nine two dash three eight, correct? uh thank you so much for confirming sir all right
37:00
Speaker 1
Okay, go on, man. Okay, that, I've got the two cables swapped again. And the link sys is just flashing blue, which it was doing this morning. And now it's red. It is solid.
38:00
Speaker 2
Your modem has a valid internet IP address, so you can now disconnect your computer and wire directly again your Linksys router to your modem. All right. Is it solid or flashing red?
38:00
Speaker 1
Yes. Okay, hang on a minute. Well, it seems like it's there. Let me go through another. I'm gonna do Yahoo here for a minute and see if that gets it. Yeah, it says it's there, but I still got a red light. Oh, hold on, hold on. Just when I just when I said that, now it's blue again. Yeah. [silence]
39:00
Speaker 2
and is your computer work directly to the router right now? Okay, great. So let's access the web user interface of the router. So on your computer, user, kindly open a browser like Chrome or Edge. No worries. Wait. No worries. I see. So, yeah, regarding with that one, third. Solid Blue?
39:00
Speaker 1
Yes, which tells me it's working. Yeah, yeah. That's yeah, that's that's kind of what was going on this morning. It'd be blue for a while and then it'd go red and then only a couple seconds but I couldn't access anything. What do you think's going on there? Okay. Yeah, I I have not I have not pressed that reset button yet. [silence]
40:00
Speaker 2
I see that's good. Yeah, that's good to know. However, to make sure, let's wait for another minute, okay, just to make sure that the router is really online and working. Yeah, so uh uh, since you mentioned sir that you uh, yeah, it could be possible sir that the links router earlier was having a hard time reconnecting to the modem. So even though that the modem is online, the router is still showing offline since it was having a hard time reconnecting. And by the way, since you pressed the reset button, can you check if your phones? Oh, yeah, sorry. I forgot, yeah, I forgot with that one, sorry for that one. So if, yeah, since you did not press the reset button, it means that your devices have been reconnected to.
40:00
Speaker 1
Yes. If you hang on for a minute, I will switch on my iPad and pick up, uh, and pick up this, this network. And that will, yeah. That may, uh, Okay. Yeah, looks like I'm good. Yeah, yeah. I've got my network up. [silence]
41:00
Speaker 2
So, so just to confirm again, is the light on the router still showing solid blue? Yeah. Yeah. Absolutely. Absolutely, Sir. Kindly take your time. So the iPad is able to get online, correct? All right, so that's great to notice than that's brilliant. So, yeah, that should do it, Sir. So as long as the light on the router is showing solid blue, rest assured that it's online or working. So, yeah, uh regardlessTranscribe [silence] Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] So, so just to confirm again, is the light on the router still showing solid blue? Yeah. Yeah. Absolutely. Absolutely, Sir. Kindly take your time. [kindly take your time.]
41:00
Speaker 1
Oh, okay. Yeah. Yeah. Yeah. It seems like it's going. I'm going to start calling you St. Josh. No, sir, you've done quite enough. Thank you. Well, I appreciate that.
42:00
Speaker 2
learning for this one and you are absolutely correct. I would not recommend resetting the router prior calling us because resetting the resetting the router should be our last option because again once we press the reset button all information or all settings that have been saved on the router will be wiped out. So good thing you did not yeah so good thing you did not press the reset button. And we also made sure that your modem has a valid IP address. So yeah so your modem and your Linksys router now are online. So uh yes sir so yes sir. So yeah thank you so much again for your time and cooperation. And is there anything else that I can assist with? You're most welcome and hey it was actually a team effort. So we made a great team.
42:00
Speaker 1
Got an education. Anyway.
43:00
Speaker 2
Thank you so much. Yeah. So again, sir, thank you so much for calling Lenses and you have a great day. Thank you. You take care.
43:00