V2 Rubric Detail — 0b60f4da-762e-11f1-8…

Welcome to Linksys Support. To ensure quality service when in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press one now. For out of warranty products. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Van. I'm happy to help you today. Hello. Mm-hmmm. Uh-huh.

I see. What's the model of the Linksys router?

Yes, it should either be located at the bottom or at the back of the router.

Thank you so much. Uh before anything else, may I also ask, is this your first time calling? I see. All right. Since this is considered that's your first time calling, I'll just have to create a record here for you. uh may I have your first and last name? Once again, was it Douglas, McDonough? All right. Uh. All right, let me quickly double-check it here in my end. Thank you so much for that one. Andre Will checking you on our system. There seems to be no record regarding about Douglas McDonagh or an email address pertaining about McDonagh@aol.com. I'll just be creating it instead. Uh can you provide me serial number for the MX-4200? [silence]

there was a 3 8 you like uniform 10 Mary 5 3 c like Charlie 0 7 1 6 5

All right. Were you able to reconfirm? Everything seems to be in check.

Once again, it was the serial number, as you double-checked, 38 U like uniform one zero Mary 53 Charlie zero 7165. Thank you so much. Lastly, may I know is the internet provider Xfinity? Thank you so much. What's the light on your Linksys router? Blinking red. Alright. Let me quickly double check everything on my end. You see, do you use the Linksys app? [silence]

The Linksys app manages your Linksys router. Since what you have here is a mesh router, the app is a remote access for the mesh router. All right, thank you so much for confirming. And May I also ask, may I also ask if you have done some changes or troubleshoot with the router as well? All right. Thank you so much. So since you have a new modem, as you mentioned, the previous one broke and had to be replaced. Since this is a new modem, the Linksys router does not recognize it at all.

unfortunately, no longer in warranty. It is no longer eligible for any free troubleshooting on our end. But needless to say, if you're able to access to your email or from this case, MacDonna@AOL.com, we will be able to provide you a step-by-step on how to reconfigure or make the router work again. There's an alternative way for it. But for further troubleshooting through the phone, I do have to set expectations. It entails a $15 cost for further troubleshooting for an out of warranty unit. But it's completely optional.

All right. Uh would you like to proceed with further troubleshooting. Uh hello. Uh Miss McDonna. Yes it's currently on its rebooting cycle. Uh Miss McDonna once again upon double checking with the serial number for the linksys router unfortunately it's no longer in warranty which entails the router is no longer eligible for further free troubleshooting. But needless to say all troubleshooting steps are available online or you can contact me anytime during working hours for further assistance and thank you for your time and have a great day. Thanks for calling Linksys Tech Support. Bye bye.

steps for it is completely free and accessible on support. Linksyst.com. On the other hand, we can also directly provide you a troubleshooting guide through your email address or through Mac Donna@aol.com. But for further troubleshooting through the phone, for an out of warranty unit, it entails a $[REDACTED_PAYMENT_DIGITS] payment if you do still wish to proceed, which is completely optional. If that's the case, we'll be needing your credit card information. Uh, since we're currently on a three-way call, are you still comfortable with providing your information with the other uh representative on the other side of the line? All right. I'll just put the call on hold. Please wait for a moment. I'll be putting the phone on hold for a little bit. all right since you're going to proceed with the $[REDACTED_PAYMENT_DIGITS] payment allow me to say this one: if you're going to proceed, you're agreeing to a one-time non-refundable technical support session lasting up to an hour. If we also do find that the unit which is the MX4200 seems to be defective, no refund or replacement will be provided or issued. Lastly, it's still considered as a [REDACTED_PAYMENT_DIGITS]% chance that it may or may not work or may or may not make the router function again. All right. May I have the first and last name on the card?

Speaker 1

No worries there. There's alternative ways to make the router work. Just the fastest way is by downloading the Linksys app. Now sent you a copy of the receipt directly to your email. If you need to reconfirm, you can go ahead now. On the other hand, we can also proceed with the troubleshooting as well. May I confirm do you only have one Linksys router? Thank you so much. Can you go to the Linksys router? Can you double check if the light is solid purple? All right. This time try holding the Reset button until the light completely goes out and keep on holding it until you see a solid blue light. Once the light turns back to the solid blue light, you let go of the Reset button. Go ahead.

What's the light as of the current moment? Is it blinking or completely out? All right. Let's wait for it to finish blinking blue, since blinking blue means it's rebooting. Tell me if the light turns to either a solid purple or a light pink color.

All right. If it's now on a solid pink or purple light, you're now going to be performing what we call the five press method. You're going to press release, wait a second, press release, wait a second, five times on the reset button. Yes. Please go ahead and do it now. [silence] [mellow ambient music All right, it usually takes around three to four minutes for that blinking white light to stop. Tell me if it changes to either a solid blue or any other color apart from that flashing white. Wait for one more minute to make sure that the light turns or stays solid blue. Is your link this router wired right now to the netgear modem? Can you double check where the ethernet cable is connected on the link says? Is it connected to the one that says internet port?

Thank you so much. All right. Because on a router, it doesn't need to be an Axis router, but on all routers in general, blinking red light indicates it's not detecting any internet connection. As you mentioned, you may have a computer or a laptop. Are you able to wire it directly to the Netgear modem? [silence]

Do you try wiring it directly to the modem? Uh-huh. All right.

I see. Is your computer near the modem as well? All right. Try removing the Ethernet cable connecting from the Linksys router and use that cable instead to connect it directly to the computer. What's the model of your?

Try rebooting both the linksys router and your Netgear. By rebooting, just unplug them both from the power wait for 15 seconds. After 15 seconds, turn on your net gear first. Let it boot up properly and make it turn on successfully before plugging in the router afterwards. Yes. 15 seconds.

All right, because as of the moment, as you mentioned, you do not have a wired computer to test this is the appropriate way to test if the modem really is providing internet connection. The router only relays whatever the modem is providing. A flashing red light means it is not detecting any internet at all. A solid red light means it is detecting the internet but cannot establish a connection. A solid green light means the connection is okay.

acting on your internet but it's just not communicating to it and a solid blue light on the linksys router means it's working successfully and provides Wi-Fi Let's wait for two more minutes to see if there's any changes. Can you also check your phone. Since we've performed a factory reset, the WI-FI name of the linksys router will revert back to its original one. Can you double-check on your Wi-Fi settings on your phone if a Wi-Fi name develop setup or linksys setup is visible? All right, since it's currently visible it means you performed the factory reset correctly and you [silence]

a minute has passed. Can you check if the color changed to a different light? All right. Let's just wait for one minute. I may ask, how did Net gear or how was the new modem configured? Mhm. Mhm. Mhm.

All right. Can you double check on the modem physically as well? What are the lights right now? Uh not on the router, but on the modem. [silence] solid green. Thank you so much. [silence] And the router is still flashing red. Is that correct? [silence] All right. May I also ask, do you have a different ethernet cable that you may be able to use to replace the current one that the Lexis is using? [silence] All right. Try removing the older one and replace it. All right, you already the Ethernet cable. Is that correct? All right, try unplugging the Linksys router one more time from the power for 15 seconds and plug it back in after.

Yes, if they were linked during that time, using this Ethernet cable, or was wired to their cable, there's a possibility. That's why we're currently confirming to test if it really is working. Tell me if it still turns to a flashing red light. All right. We're going to factory reset it one more time and set it back up one more time as well. [silence] the reset button until the light goes out, and keep on holding it until you see a solid blue light. Once a solid blue light shows up, you let go. All right, so let's just wait for until it turns to a solid pink or, solid purple. Once it turns to that color, immediately proceed with the five press method one more time. Press release, wait a second, press release, wait a second, five times on its reset button. [silence] All right. Let's just read until it finishes flashing light.

attended blue wait for your two more minutes just just confirm it stays that way [silence] make sure you're observing it and tell me if it changes to any different light blinking red that's correct all alright keep on observing it for two more minutes I'll just keep on observing it for two more minutes let's just see if there's any changes

When you mentioned that it was your truck, your bike, was it a strong lightning strike? And when you woke up with the broken modem, was it like fried, or just doesn't turn on, was it like hot, those kinds of things?

All right. And may I ask on Xfinity's end. Is the modem configured to be a DHCP, uh, PPPoE or static? Uh, Hello? Because there's a possibility that it may also be a configuration issue. It may be either a if it's DHCP, or what we call automatic, once we do the five, it should automatically turn to solid blue and should not change. However, if it may be like a, uh, PPPoE, or IP addresses, that's a possibility of what's causing it to stop providing internet. No, only your internet provider knows those kinds of credentials.

Say that it's just an If they say it's only on the HC P that means it may just be that the unit no longer works properly. Yes, if it's the HCP, it's safe to consider it's just a D1 you're router since the current one may be damaged due to the lightning strike. However, if it can confirm that it's either static or PPO credentials. Then, that's fine you need to use a laptop or computer to put in those specific credentials, you know. If they're no longer in the line, that may be the case. Uh, if you want I can provide you a case number as well, so you can call us back immediately after and provide this case number to be able to pull up your record. Right, tell me when you're ready.

please repeat your last statement. [silence] I'm having trouble understanding you. [silence] The ticket number created for you is ell like Lima T like Tango S like Sierra 0013 5657. [silence] Once again, Ms. Beverly Singh. [silence] I see. [silence] Thank you for calling Link's this. [silence] Take care and have a great day. [silence]