Speaker 1
OK. I just really also wanted to confirm, so, the problem that you're experiencing is about a slow speed. OK. And uh your exact subscription is 1 gigabyte. And when you try to run a speed test, Sir, um, how many mbps are you getting? Like a wireless connection. OK. I can. And the process. [silence] OK. And the number of people on the house.
01:00
Speaker 2
Well, if I'm running it through my uh mobile device, I get uh. Uh. Just a few minutes ago, I got. Yes. Well, yes. My. Well. Uh. Yeah. Well, I'm using my mobile. I'm using my lynks application on my mobile device. And when I run it, it shows 700 and. This little. Yes. Well, yes. And I can't. Yes. Yes. My. Uh. Your. Uh. My. Uh. My. Mobile link. Uh. Showing. Uh. Just a second ago, I got 700 and. Right. 706. Uh.
01:00
Speaker 1
uh, a nine? hmm... like from your phone? okay, so when you're running the app, you're getting about 700 plus um, bps. and when you're running it from uh, this computer, so that you use, like, is it wired or wireless connected to the internet? yeah, Optima. so, it's uh, the computer is
02:00
Speaker 2
A little over 700 meg. But when I run it on my PC, I get either 900 and sometimes one. So there's a big drop there. Yeah, but where I'm big gets drop is from the from the node to the devices. Then it's down to like Yeah, to my phone or to a TV or any other device. It really droops a lot from there in the in the wireless side. Well that is- Yeah. Yeah, from that, yes, yeah, what it is, I have I have Optim for my service provider. And I
02:00
Speaker 1
is uh working with the wireless connection or wired? Okay. Yeah. So, phone and TV... Uh-huh. Oh, okay, I see. So, um, let's try doing this one, sir. Okay. So, uh, before we proceed in some troubleshooting, let me just go ahead and prepare...
03:00
Speaker 2
wired. The computer is connected wired to Optimum and so is the elexis node, it's wired to Optimum. And so I'm getting plenty getting plenty of to the - I'm getting plenty of power speed to the to the node, but from the node to the individual devices, it's slow. It's very slow. And I've and on the on the mobile app, mobile app, I have run the troushooting and and that that process several times with with no with no help.
03:00
Speaker 1
[ silence ] my tools so that we can process the payment for the paid connect service just give me one moment Okay, give me one moment, sir. [ silence ] okay. So [silence] I'm sorry, I'm fine. $[REDACTED_PAYMENT_DIGITS] Sir, I'll be transferring this call to our, or this conversation to our secured line so that none of your card details will be captured on the recording. okay. Um, sir, uh, let me confirm the name on the card is under your name, Lon Fairless. Can you give me the card number, sir? Okay. Okay, thank you so much. And can I also please have the expiration month and year? Okay. And the security code [rattle] from the back of the card. Okay. Okay, thank you so much. So, the receipt of this transaction for the $[REDACTED_PAYMENT_DIGITS] of the Paid Connect service [rattle] will be sent directly to your [silence] email address. [silence]
04:00
Speaker 2
is 4400 6620 12 560 915 1127 520.
06:00
Speaker 1
my email. And that is L. So let me just. Okay. There you go. Let me just go ahead and resume the recording for the troubleshooting. Okay, thank you. So right now, sir, can we go ahead Yeah, go ahead to your linksys application, please? Yes, on your mobile device, open the app. Okay, can you tap on nodes? Mm-hmm. So, you only have um one child node sir, right? One parent and one child. Okay. Can you tap on the child node sir?
07:00
Speaker 2
on my mobile device? Yeah, okay. Okay. Okay. No. That's correct. Okay, it says here you aren't connected to the network. Now I just restarted, I just restarted it. Let me check the connection. Uh, I think when I was talking to the previous person, they
08:00
Speaker 1
um, sir I'm so sorry, but I actually did not hear um everything that you just said earlier. I'm sorry. So, your phone is not yet connected to the wi-fi. Ah, no, sir, click on nodes, not the devices, please. Oh, okay. Okay, uh, go to the wifi settings of your phone, sir. Let's double check it. Uh, did you customize the wifi name of your MX 2000, your Linxus router? Did you customize its wifi name?
09:00
Speaker 2
There. But it, but, but the device keeps showing a progress circle going around. And, Oh, I'm not clicking on anything. I didn't have a chance to connect the node. It just a screen pops up and says you aren't connected to the WiFi. Check your WiFi settings on your device. Okay. Uh, the WiFi name is MyWon't. Mm. No, I don't know it, uh,
10:00
Speaker 1
Yeah. this is second day of work. I Okay I'm sorry Lon are you still there? nick.c Okay Uh uh What is the wifi name that you have for your MX 2000? Okay
11:00
Speaker 2
let's see I guess when I rebooted my Linux node I lost connection I need to figure out how to connect it back again yeah yes I'm here yeah I'm trying to it it uh I've confirmed my passcode is okay and the Wi-Fi name is okay uh it's called marvel m-a-r-v-e-l yeah
11:00
Speaker 1
okay. so you did customize it. okay. so you did customize it to marv and the phone is, is already connected to marvel. okay. now let's go back to your linksys app. and then once you're already there tap on nodes. can you forest close the app, sir. okay.
12:00
Speaker 2
Yeah. Yeah. Uh-huh. Like right? Okay. Something like than. Well, I'm having the same problem with that. Before I get the chance to put select the word nodes, the yeah, I can start all over. Yeah, they actually do that. But what's happening is after I uh, uh, uh, uh, uh, uh, uh, uh, uh, uh,
12:00
Speaker 1
Okay. How about with this one, sir? Let's not rely on the app anymore. Do you have an iPad or a laptop that we could use? But this, PC sir, is connected directly to the Optimum. Yeah. so we can not actually use that one to access your Linksys router, not unless it can um do wired and wireless then we can we can use it. But can you transféré (you can't do that).
13:00
Speaker 2
open up the app. I have our progress bar for under the internet category and then the progress bar for the devices is spinning and then the screen. a pop up on the screen says no no Wi-Fi connection. okay. no but I have a PC, okay, well, uh, yes, that's correct. yeah, well, um, let, let me go into my
13:00
Speaker 1
Instead of connecting it directly to your Optimum, take the other end of the Ethernet cable to your personal computer, or your Linksys router.
14:00
Speaker 2
Can I transfer what? Okay, so you want me to just disconnect the wired connection from the parent node to the Optimum router. PC. Yes. Okay. So I just basically used that cable to be past my PC. Yes. Yes.
14:00
Speaker 1
Oh, I thought I lost you. Mm-hmm. Yeah, but put it on to the any available port of the Linksys. V as in Victor. Yes, just use the different port. Do not remove the cable from Optimum to Linksys. Mm-hmm. Yes. Okay, sir.
15:00
Speaker 2
I set the phone down. I'm sorry. Uh, so what I was gonna do is I was gonna, okay, the, the, uh, the, uh, the Lexus node and the PC are sitting side by side. So I will unplug the, the wired connection on the PC to the, uh, optimum and put that in place of the, uh, wired connection to the parent node. Oh, wait, okay. It do you don't, oh, I don't need to unplug the, the, the, uh, the, uh, parent node. I can just use it, use a different, different port. Okay. Okay. Okay. Okay. I will, uh, I will just set the phone down for a minute to do that. [silence]
15:00
Speaker 1
No sir. don't use the mobile app. let's use your PC this time. Since it is now um connected to the links is router.
16:00
Speaker 2
Okay, I've done that. And I'm restarting the mobile app. Oh, okay. Okay, uh, let me see.
16:00
Speaker 1
Hello, sir. . . I'm going to be 34 soon. Hello, sir. Are you still there? . Okay, so you're already on your personal computer, right? Now open a browser. . Can you see it? . Uh, yes, when I go
17:00
Speaker 2
I'm, uh, scanning through my, I'm not sure where to look to make sure that that's connected. Yes, I'm here. Uh, how do I confirm that the, uh, the link is connected to the computer? I here. Alright, I'm on the computer. I just not, not sure where to look to confirm that the link to this is connected, wired to the computer.
17:00
Speaker 1
Can you check the e-ethernet cable that is running from your personal computer to the Optimum? Yeah, can you locate that ethernet cable and then unplug that ethernet cable from the Optimum and then put that ethernet cable to any available ports of your Linksys router so that we can use your personal computer. [silence] Okay, okay.
18:00
Speaker 2
Yes. I can check it. Okay. I think I did that wrong earlier. Yeah, there is no connect. I'll tell you what I did. I disconnect. Yeah, I did not do that right. So I need to have a cable going from the PC directly to the uh router. That's not what I did. I need to redo that. So I'm going to set the phone down and maybe to do that. Okay? Okay.
18:00
Speaker 1
So, let's go now to your browser and type in the default, the IP address of the router is default one nine two.168.1.1
20:00
Speaker 2
OK. I think I've got it I've got it connected. I got it connected from the back of the PC directly to the Lex. Although next OK.
20:00
Speaker 1
And then just hit enter from your keyboard. Okay, so in which page did it brought you? Okay, it seems like the computer is still connected to optimum, sir, if that's the case. Um, okay, let's do it wireless then, sir, if it can work wirelessly. So just remove the ethernet cable then. And then look, and then go to the settings of your PC.
21:00
Speaker 2
Okay, I did. It brings me to the optimum.net page. Well, I unplugged the cord. The cord, maybe it's connected wirelessly to it, but no, it wouldn't have done that, would it? I mean, I can see the PC does, the PC does have some wireless connections, but I don't know. Okay. Okay. Just let me set the phone down again. [silence]
21:00
Speaker 1
After you go to Wi-Fi settings of your PC, then look for the network name Marvel. Then connect this laptop or this PC. Ah yeah, connect the PC to Marvel Wi-Fi, since it can it can work wirelessly. Okay um open a browser.
22:00
Speaker 2
[silence] Okay, I did I I didn't pick the phone up quick enough. What what were you saying? [silence] Okay. [silence] Yeah. [silence] It's connected to Marvel. [silence] Okay. [silence]
22:00
Speaker 1
type and again the 192.168.1, that 1, that 1. Um, how about this one, sir? Try to use, um, open another tab and then put this one on the URL bar. That's HTTP colon forward slash, forward slash my router Whoof, uh, dot local. And then uh, [silence] again.
23:00
Speaker 2
Well, it just has a circle progress of a wheel going. nothing's happening. should I back out and try again? okay. uh huh. [ silence]
24:00
Speaker 1
just hit enter. Okay, so you can actually do it with or without an s. So http colon forward slash forward slash my router dot local. Did did it bring you to a page where you need a router password?
25:00
Speaker 2
Okay, I get a message that says that, uh, it says, HTTPS server could not be found, but I didn't put an S after the HTTP. I'm getting a message that says Lynx, why am I getting a warning when I access my router settings in this browser? Um, let me.
25:00
Speaker 1
Continue Proceed Or Advanced, uh - huh. yes. I'm so sorry after you click on continue
26:00
Speaker 2
Yeah, there's way at the bottom. Well, under what it does, how can I bypass? It says for Chrome, Mozilla. OK, I'm using I'm using I'm using Google Outlook, what do you call Outlook? Oh, it's Microsoft. It says go click details, go to webpage to bypass. Well, I hit the word continue to see what happened. Now if that didn't work, well, there's several bypass warnings for Google, Foxfire, Edge, and Safari. And below those, there's a blue continue. And I hit the continue button.
26:00
Speaker 1
Okay um can you try this link sir? Yeah a different link So that's um http colon forward slash forward slash my router. My router. info [silence]
28:00
Speaker 2
A different link? Okay. What? Were you going to-? You're going too fast for me. Just a second. A-T-T-P. Okay.
28:00
Speaker 1
All right, bubbles to tell you yes or no that you had me in a gym, sir, I just really want to confirm. Are you using right now Wi-Fi calling or your own phone signal?
29:00
Speaker 2
Okay, brings me back to that same screen I was at trying to reach Linksys now, as if Linksys now is the place. And it says there's three problems it could be. Your VPN is enabled, or your you're using a custom DNS, or your device is not connected to the router, which we confirmed that it was earlier. Uh, I don't know if I have a VPN enabled. I normally don't do that on my mobile, but I don't know if it's on my PC or not. Uh, I'm on, uh, I'm on a landline, but it's it's a got a mobile extension. [silence]
29:00
Speaker 1
Um, okay. Can we use your mobile device, sir? Because your landline is actually cutting in and out, sir. You were trying to say something earlier. Yes. Okay, let me just confirm if I got it correctly. That's 972 816 5060. Okay, um, sorry, you can now go ahead and disconnect the call. I'll be calling you back with your, uh, mobile phone number. Okay.
30:00
Speaker 2
I'm not using my mobile device. Okay. I didn't use the mobile device.
30:00