Speaker 1
Oh, hi. Uh, I've just got referred to you from Spectrum, which is our internet provider. And we have a spectrum modem and we use Lynxis as a router. And I know you want my serial number but I have never called you guys before so I don't even know where to find it.
00:00
Speaker 2
Welcome to links this 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. My name is Mr. Gerald. with help. for find it at the bottom of the unit, itself. serial number and model number.
00:00
Speaker 1
So tell me one thing, we have a number of link systems throughout the house here. Is there, is it one that you have like, uh, three or four boosters I guess they call them. Where would the main, you need the main, machine or something? The main unit. Okay, can you hold up a second? Yeah.
01:00
Speaker 2
the main one is the one connected to the spectrum modem.
01:00
Speaker 1
And you're looking for the name or no serial number. Oh my god, it's so small. OK, serial number 25F10M3990428703W01
02:00
Speaker 2
and not number yeah serial number and model number of what's the model number
02:00
Speaker 1
I think it's under the front of my life's account. Is that what you want her name? It's not there Patricia grace. 335 Ontario Street Buffalo New York. I don't think her her address is Tricia M Grace at Gmail.com. Tr I M Grace at Gmail.com. Or you can send it to mine if we're going to do something with it right now. [silence] I think it's under the front of my, [silence]
03:00
Speaker 2
Got it. Uh, this is your first name and last name so I can create a record for you. Uh yeah, we can do that. So, what's your name? Uh, what's your email address? Okay. Got it. [silence]
03:00
Speaker 1
So, when I'm on anything, Netflix or, or I mean or, Facebook or Instagram, all of a sudden it just says, knowing that service is de- I come back in, what's the green light is on the laptop, but I'm just kidding, you know, in at service, so it just keeps coming and going all day long like that, so I had a problem with the modem, so I got a new motor yesterday and we have created the speed from 500 to 1,000 but the situation persists, so I'll, that's one thing and the other thing that happens is
04:00
Speaker 2
All right, so okay. Uh-oh, it's a problem. Tell me more about the problem. [silence]
04:00
Speaker 1
Is when I'm watching a movie or something, it'll just stop and go to, circle around. And then the circle goes around it around it around it around it. And then sometimes it comes back on sometimes it doesn't. Let's Uh. Yeah, well that's uh. I mean I I don't come back and look at it every time but So what what I'll do sometimes is come back and just reboot it. I think it's it's green then and then it'll, it'll reboot eventually. and it'll last a little bit, but then it goes out again. Green. It's it's good now.
05:00
Speaker 2
You say the light of the tower, color green, right? So what's the light observed here right now?
05:00
Speaker 1
The other ones. Ah, they're too far. They're too far away. I'm on the third floor, they're on the second floor in the basement. I can't see those. Yes. Okay. Yeah. What did you say? No, not after the extended hours. Just for this one. Yes.
06:00
Speaker 2
What about the extender's tower? Yes. What's the light of those towers? Okay, so I just want to... Make sure the one that's... The one that's green right now, that's connected to the spectrum modem, right? And so we're not gonna do troubleshooting on those other towers, correct? Because you can't see them. Correct? Is that a yes? I'm just making sure. So I'm asking, we're not going to do troubleshooting... All right? For those extender towers. We're just the main tower. [silence]
06:00
Speaker 1
those are you, yes, is so is. Two inches of it. This is one I have water just an iPad connected right now is now, how do right right now I
07:00
Speaker 2
The reason why I asked is that those extender towers are connected to the main tower. Whatever happens to the main tower, those will be affected as well. As long as you understand, we're going to proceed doing troubleshooting on the parent node only, or the main tower only. I'm just making sure again. Okay, cool, cool. Do you have a computer that we can use? Do you have a computer that we can use, or laptop? iPad? All right, let's give it a try using iPad. So you're saying that you are connected right now, but no internet connection, right? Connected, no internet. Okay. Can you go to iPad settings, Wi-Fi settings? Hmm?
07:00
Speaker 1
Hold on one second. Give me one second. Hold on. I'm on my cell phone and I left my iPad in the other room, so let me go, get that. Okay, so right now the... I'm on Instagram and everything is working fine. On my iPad. Yes. Yes, it is connected to our password, yes. I'm sorry?
08:00
Speaker 2
Right, I'm here. So that's connected to wi-fi and then wi-fi is working. Okay I won't be still. So, I guess we you can just try to change the channel. The uh I let's just do it. Go to iPad settings, wi-fi settings. Check which wi-fi is that connected to. Open open your Google Chrome or Safari browser. Open a browser [silence] [silence]
09:00
Speaker 1
Okay. I'm sorry I'm having a trouble here. So you mean open like Google? Google Chrome. OK, hold on. Let me find that. I have I do have I do have Google Chrome. I just have to find this. Oh, OK, Google Chrome is open. OK.
10:00
Speaker 2
So browser, go to my router dot local Google Chrome, not the Google but Google Chrome, if you have Safari let's just use Safari, Okay, open it, mmhm, and then type my router dot local to the URL bar of that Google Chrome.
10:00
Speaker 1
My router. My router.local. My router.local. Okay. Search. [silence] For some reasons, nothing is, nothing has seen nothing yet. Hold on a second. [silence] my browser is now loading. But I will notice that my McAfee internet security is now asking me if I want to block it don't know if this is safe or something, but [inaudible] this is this is what my browser is showing me now.
11:00
Speaker 2
That local LLC AUU. Correct, yes, LLC. AUU. Enter. What do you see?
11:00
Speaker 1
my router, I'll allow Chrome to find that works. Okay, okay, I have a side-ins, says login with your router, password. I'm sorry? There is a password? That's on the bottom? Oh, yeah, okay. A. Thanks,
12:00
Speaker 2
u. enter the router password. enter your router password. yes. enter. that's not at the bottom. but by default the router password is admin. a. d. m. i. n. the default router password. sure. so that's a as in alpha.
12:00
Speaker 1
Yeah. Yeah. Yeah. Wait, I is in India, yeah, and sign in with that, yes, that's it. [invalid router password, please try again] there's a password on the bottom of this, Lynksys. [silence] so you're asking me to put in my why my why fi password.
13:00
Speaker 2
There's in Delta, M as in Michael, I as in India, and as in Nancy. All right, fine. Try the password you think will work because the default password did not work. So maybe you can think of a password that will work. That's the Wi-Fi password. and it will not work.
13:00
Speaker 1
Okay. Okay, reset password. Enter recovery key. Okay, recovery key. Okay, 9, 8, 1, 2, 4, 9, 8, 1, 2, 4. Okay, timeout of 1, 2, 4.
14:00
Speaker 2
No, that's a router password it's asking. The one at the bottom of the unit is Wi-Fi password. It's not going to work if you type it in there. If you forgot the router password, there's option reset password. Just click that and then it will ask you for, I mean to enter the recovery key and recovery key is located at the bottom of the main power. [silence]
14:00
Speaker 1
okay, Now I have a bunch of stuff open here, Okay. What's next? Yeah. Yeah, I guess everything. Everything is open here. Network status connected. C-A. Yeah, we're getting on that.
15:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] Are you connected or are you inside a page? [silence] Okay. What is the network status? [silence] Connected, okay good. Scroll down to the very bottom, at the bottom lower right corner of the screen you'll see a letter A small, but you can find it there. A like Alabama. A down at the bottom. Hit on that and it'll be prompted to the same page without the A.
16:00
Speaker 1
Let me do this for, I'm gonna, I'm gonna get CA first, okay? Okay. it's, it's, it's, it's, it's opening now. Okay. Okay. Now, now what? It says I'm trying to see that it
17:00
Speaker 2
Go to the left-hand side and the your settings there is option connectivity
17:00
Speaker 1
Okay. Okay. Yep. Cool. Okay. It it's it's uh firmware update. Time zone night mode. Yes.
18:00
Speaker 2
At the left-hand side under router settings, there's option connectivity, click that and then there's also I mean, what do you see from there, just want to make sure what is it okay so inside the first tap that's by sick you will see a farmer update and there's a box inside it, there's more details beside that there's a
18:00
Speaker 1
under details current version is the office and the broom closet that's where the other two uh boosters are current version okay what do you want a number or something
19:00
Speaker 2
*click* yeah, what's the current version? Okay, let's try again. and let's try again. So again, *click* connectivity, *click* basic. Inside the basic, there's a firmware update or firmware upgrade. Below it, there's a box. Inside the box, there's a word details. Beside the word details, there's a dropdown arrow like that. Did you got it? I think we're not in the same page. Let's try again. What do you see? Wait, wait, wait, wait, wait. You last very. You are currently in basic. You are in basic tab. Yes. So just look for the box. You can see the box, right? How about this? Just look for the word details. Just look for the word details. Besides there's. Yeah. There's a drop down row, right? Right. You click that.
19:00
Speaker 1
[silence] those numbers, you mean? 1.1.13.216.909. And there's there there are two of them, the same number. [silence] Yes, all the same. [silence] Quiet, if I say is it's okay. Okay? Yep.
21:00
Speaker 2
Um, okay. All right, hit, okay, let's go to still under the router settings, uh, select this time, wi, or settings like that. And the wi-fi settings, there is, there are four tabs, but remaining the first tab.
21:00
Speaker 1
Yes 2.4 the acceleration, yes acceleration what what I see I see the 2.4 and then I see the five underneath it and and every other number is the same. I have a wifi name, wifi name, wifi name.
22:00
Speaker 2
inside there's that's wireless by the way the first time is wireless and there's 2.4 5 GHz all right you can see that what is the channel of the 2.4 and what is the channel of the 5 GHz the channel not the channel with the channel but the channel what is it all right just tell me what you see read it to me [silence] what do you mean
22:00
Speaker 1
The, the password is hashed out, security code broadcast band Yes, Wi-Fi mode mixed, channel auto, channel width auto. They're all, everything that exactly the same for both, the, [REDACTED_PAYMENT_DIGITS] and the 5. Okay, hold on. Okay, channel. Okay. On the, on the, which one, on the five? Yeah. But it says five, on the, on the channel says auto. So hit, hit.
23:00
Speaker 2
change the channel of the 5 gigahertz channel, again, of the 5 gigahertz, to 48. Select 48. Look for the word channel. Yeah, the 5 gigahertz channel. Set that to 48.
23:00
Speaker 1
D. or 48. 48. 48. [Yes. Yeah. Yeah. Yeah. changing my study will disconnect how devices. including this one from the router simply [silence] Like so. Do I want to continue or no [silence] or no? [Yeah. yeah. Yeah. Okay. Okay. Okay. So it like so? like so like so? like so? [silence] so I hit okay?
24:00
Speaker 2
yes, hit that, select 48. Forty eight. 48. Yes. and then hit apply. continue continue proceed hit okay, [silence]
24:00
Speaker 1
Okay, then that page all came back again and now instead of, so it's got the 48 in there now. Yeah, but I never know because they only doesn't do it all the time. That's the problem.
25:00
Speaker 2
all right, can you now try your devices to see if there's still buffering or or maybe it's working fine now? like those devices are buffering before.
25:00
Speaker 1
okay so uh let me just check one thing here while i because it it usually happens a lot when i'm on uh netflix when i'm watching a movie at night it drives me nuts it just keeps going around and around and around okay it seems to be okay now so just just uh now i i won't understand that but i'm just wondering why you went from
26:00
Speaker 2
Can you just try to check it right now? And then we'll observe the connection. For the next 24 to 48 hours. It's still the same. You can give us a call back, so we can do more trouble shooting on that. Because you said it's working fine right now. [silence]
26:00
Speaker 1
From auto to 48. Yeah. Okay. Okay, I can use what my phone number? Okay. Um, how the hell do you figure all this stuff out?
27:00
Speaker 2
Yeah, we just changed the channel because it's it's working right now. Light solid blue, I mean green. That means it's online. And I think it's just a channel issue. So, we just changed the channel. All we need to do is sub server for the next 24 to 48 hours. If it happens again, you can give us a call back and you can use your phone number as your ticket reference number. So, you don't need to repeat yourself. Yeah. You asked your ticket reference number. Since it's dropping, it's really, to be honest with you, if I'm being too smart right here, dropping a connection is really hard to troubleshoot because we don't know when it's going to drop. So that's why changing the channel or checking the firmware, I've checked the firmware right here and it's updated. So, we don't have problem with the firmware. But [silence](end of audio)
27:00
Speaker 1
where'd you go to school to learn this? huh? Hahaha Hahahaha Hahahaha Okay. you've been a big help I hope it works. No. I hope I don't have to call you back. That's all. Thank you much.
28:00
Speaker 2
channel, and so, so I'm thinking it's a channel, so changing the channel will optimize the connection and should be working fine now. But it still isn't. We're just trying and linking it I didn't go to school. Yeah, to learn this, I didn't go to school to learn this. We're just training here. I hope it works fingers crossed. You have other questions? Okay, I hope you'll have a good one then. Take care, thank you. [silence]
28:00