V2 Rubric Detail — 10cc292e-8215-11f1-8…

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. [silence] Thank you for calling Linksys, this is Ice, how can I help you? [silence] All right, can you provide me ma'am the serial number of your router? [silence] Can you say that again? [silence]

that's the serial number of your Linksys router, it's X I2V for Victor, 2M for Mama, zero, eight, four, zero. are you sure right? right because uh usually the serial number are 14 characters

[silence] ALinksys router model is MX2000 and you have two, you have two of these, MX2000.

Did you try to press its reset button? Why did you unplug your nodes? Is it disconnected or you had a power outage or internet? Who's your internet service provider? All right. I'll clear personal records for you, ma'am. May I know your name?

Dorothy Goes? Can you spell your last name? Dor-? G-O-E-S. Dorothy Goes. And your email address, Dorothy? D-K-O-E. Okay, let's start phonetically.

D for Dorothy. K for Kai. Alright, 'TKG14@AOL.com.' Thank you, Dorothy. Um, since your nodes, uh, you have reset them, then we're going to reconfigure them again. Because they're already disconnected. So, it's, it's like setting them up again. So, I need you to, I need you to bring the child node, the other node near your parent node.

Okay. The parent node, the node that is connected to your spectrum modem, what is the light color of that node? Yes, you need to power on both nodes so that we will know the color of the light.

But since you have reset your parent node and you will have to bring your child node because once your parent node is reset, your child node will also be disconnected to your parent node so it will need to be added back to your parent node. [silence] Yeah, if if yeah, if it's just unplugging the power cord adapter from the power outlet or turning off the power switch of your parent node, uh you don't need to bring your child node to your parent node because once your parent node

your child node? No, when you unplug your parent node, you don't need to unplug your child node because your child node follows the status of your parent node. Once your parent node is disconnected, your child node will lose its connection. If your parent node is back online, your child node will go back online. So that's why you don't have to do anything on your child node. If you want to do a power cycle, just do it on the parent node. Hmm. Hmm.

[silence]. [silence]. But, you did a reset. Mhm. I know. It was always red. When you do... [silence]. Right, Dorothy. When you do a reset on your parent node, it should turn to solid purple. But it stays solid red. So, it was not properly reset. So, let's do a proper reset on your parent node. Properly reset your parent node.

or your child note, you have to press and hold the reset button. And you, okay, and you check the light, it's light will flash bright red. It will pulse dimly. Yeah. Hold on. Hold on. Listen first to my instruction so that you will not get it incorrectly. When you press and hold the reset button on your parent note, you will notice that it's led will flash bright red, and then it will pulse dimly three times, and then it will flash bright red again, and then it's light will go off. Once the light goes off, then that's the time you let go, or release holding the reset button. Okay? it will flash bright red.

Once you make sure that its light goes off, then that's the time you let go of the reset button. So you will keep on pressing and holding the reset button until you can see that its light goes off. Once the light goes off, then you release. Yeah, your charge should be plugged in, power on. So let's, because we're going to reset also your child node. So let's start first with your parent node. Press and hold the reset button. So the light is off, then let go. All right. Now let's do a reset on your child node. Press and hold.

And once the light is off, let go. Okay, so let's just wait for the lights to turn back on because the nodes will turn back on their lights on their own. Mhm. That's fine. Maybe it just need a little more time to establish its connection back to your modem. Maybe you just need to give it some time.

Did you properly plug the cables to the port, the right port, the internet part of your linksys, the one which is a yellow label indicator? Okay. So it means it it was properly reset since it turned solid purple. Let's check on your child node. What's the color of its light? Okay, let's wait once your child node uh. Okay, that's good. May I know, Dorothy, if you have uh the linksys app on your phone.

Okay. Okay, before that, I need you, Dorothy to check at the bottom of your parent node. There's a product label sticker at the bottom of your parent node and in there, it's indicated the Wi-Fi name of your parent node and the Wi-Fi password. Take note of that because you're going to connect first your phone on the Wi-Fi name and password of your parent node. Yeah, the parent node, only the parent node, it's Wi-Fi name, connect to its Wi-Fi name and type in the Wi-Fi password of your parent node. On your phone, on your phone, the phone that has the app. What did? [Silence.]

And where did you install the app? then that's the one that you're going to connect. [silence] Once you're connected open your app. [silence] Yeah go to set. [silence] go first to your phone settings to your WiFi phone settings. [silence] Are you connected to your WiFi name? [silence] Close first the app. [silence] Dorothy let's close the app first. [silence] You don't need to open the app first.

everything connected to the parent node Wi-Fi name on your phone settings you go to your phone settings click on Wi-Fi and select the Wi-Fi name of your parent node yeah now you open your app once you open your app

Oh, that's fine. That's fine because we haven't set up your nodes. So, it will really not be connected to your, your internet. That's why we need to open your app. Once you open your app, select set up a new Wi-Fi or launch setup. Are you using an Android or an iPhone? Okay, if you're using an iPhone, select set up a new Wi-Fi network on the app. Once you select, set up a new Wi-Fi, Yes. Proceed next. Have you selected the within minus router? Then click next. Once the app detected that there's an internet coming from your spectrum modem, then it will proceed to creating your net Wi fi name and password. [silence]

make sure the cable. plugged to your router, parent node is on the internet port, the yellow label indicator. and the other end is plugged into your spectrum modem. one of the ports. check if they're not loosen. they must be properly plugged because they might be loosen or not really plug into the port, so. no, just check if the cable are properly plugged. they're not loosen.

So the app says that. [silence] So the app says that it's not properly plugged. [silence] Okay, Okay, can you try again?

Well, sometimes if it's not really properly plugged in, your linksys router will not reconnect. And you really have to wait patiently for your linksys router to establish a connection back to your spectrum modem because you unplug it and then your router will first start to boot up. After booting up, it will start to establish a connection to the spectrum modem. And it may take a while. So, you just have to wait. [unclear] okay, let's close your app. Let's close your app. I think the app will not work. Let's try to set up your node using the five press method. The five press method is pressing the re- the reset button and the WiFi button at the same time. No, no, that's the seven press method designed by Jimmy. [unclear] So, the five press method is, you just press the reset button for five times. So, let's do this.

press the reset button on your parent node, five times. And then let's go. Okay, let's wait. If yeah, if your spectrum modem really has internet, your parent node light should turn solid blue. If if your spectrum modem really supply your router an internet, if there's really an internet coming from your spectrum modem, then your parent node light will turn solid blue. If it doesn't, then it means that there is no internet supply coming from your modem. So it could be the modem that is the issue.

But your ISP had an internet outage or a down time or it could be the modem box of your Spectrum has a hardware issue. Or it could also be a faulty cable problem. Um maybe that's the reason why the app is telling you to check your working. Maybe the cable you're using is already faulty. But hopefully, mhm. All right, that's good. So, it's connected and online. So, you check your child node because your child node could start blinking. Okay. That's good. It means your parent is now trying to connect with your child node. Once your child node is detected by your parent, it will say that, so basically now it is detected. And once your child node is detected by your parent, it will say that it's now connected.

your Trinoid will also turn to a solid blue light and it will be added [silence] okay, so let's just wait, because it could be a problem of your disability of your internet connection, and as I've mentioned, it could be a problem with your Spectrum modem box, hardware issue, or the faulty cable, internet cable you're using, okay, is the parent not, yeah it, no, oh, your parent

So, if you're running out, out, turning to a solid red means it got disconnected from your modem. It got no internet connection. So, once it turned solid red, your child node will also stopped configuring itself, it was stable, and it'll... turn solid red, or blinking red. Yes, once you have parent, yes, once the parent node is read, your child note will also follow. It will turn solid red, or blinking red. It will not connect, or configure itself. Now you have to verify that there's really an internet coming from your Spector modem. If you have a desktop computer, connect directly to your spectrum modem. And with that connection you can access internet directly because you are connected to your computer directly to your modem. So that means that the spectrum modem is not receiving any internet at all.

[silence] modem, but if your computer cannot access the internet, then it only means that the Spectrum modem isn't supplying the internet to you. So it could be a modem issue, or it could be an internet downtime or outage from your internet provider. And it could also be a faulty cable problem, like the internet cable you're using or the power cord adapter you're using. So there are a couple of reasons. Now, Dorothy: Yes, but before we do that, can you uh check what's the status of your parent node? Is it still solid red? Yeah. So your child node will follow your parent node. So since your parent node is showing a solid red, it means that it's not getting any internet.

[silence] So you may have to contact your internet provider spectrum, ask them if they have an downtime or internet or service interruption. If they say they don't have them, you may have to ask them a technician to check your modems because it may be a hardware issue with your internet box or a faulty cable connection. But before we do that, before we do that, can you power cycle your modem and turn off its power switch and then turn it back on? Yeah. The modem only unplug the power cord adapter of your modem from the power, plug it

Or you can turn. Yeah. I'm just waiting for the motor light to stabilize. Check the internet light indicator, if they are steady or solid. So, what? Yeah, the router is still plugged in. Now, I want you to check on your router slight parent node. Is it blinking or not? The parent node. Okay, let's wait. So, once your modem is stabilized, and if there's really an internet, your parent node light will turn back to a solid green. If it stays solid red,

then, it really means that there is no internet connection, uh, it's not getting any internet connection from your modem. And as I've mentioned, if you really have a desktop computer, you can connect it directly to your spectrum modem so that you can verify if there's really an internet coming from your spectrum modem. Yeah. Your computer is not a, yeah, right, so you cannot, uh, yeah. Yes. Yeah, that's why I'm asking if you have a desktop computer because the computers we have now are laptops are using a USB type port, which it does not uh, aligned to the port of your modem.

spectrogram that would be good that would be good so you could check if there's really an internet connection yeah but but that's the one way to to check if there's really and the other way is to just contact your internet provider check your modem for them to check your modem and your internet connection maybe there's part in your area that has an internet outage or downtime [silence] once you hook your computer [silence] Yes, this is where you can open a webbrowser, like youtube on your computer, or open CNN.com or any website, like Facebook. If you can access, if you can access, Mhm. Open a browser? No, open a browser on...

Parent node. Okay, Okay, on your phone, connect to your, You're connected to your parent node, Wi-Fi name, right on your phone. To your parent node, Wi-Fi default. You're still connected, right? No. Did you open your app? Okay? Okay? Yes, The complete setup. What does it says on your app?

Okay, click Next. I think you need to close the app and restart again because the that complete the setup process. Yeah, that was when you started

Yes, you can try to select that router password router password there is there a skip for now? Is there a skip for now? Is there a Skip for now? Keep. Skip. get for now. No, you don't have to log in the email password because you're going to log in using the router password So you have to skip that.

Yes. that's the one you have to create. No. Password. What? Is that the router password or your Wi-Fi password? You can try your old password if you want to use that. [silence] Yes. You can use the same password for 2.4 or 5. You you can use the same password. Um, it's just that

Sure you can use the same password for 2.4 or 5. It doesn't matter. So long as the Wi-Fi name is different, so you have Dorothy 2.4 Dorothy 5, As long as they have different Wi-Fi names, you can still use the same password for both of them. Uh it will um confuse you if you use a different password. uh that's fine. You can separate your password use different

Is that for your Wi-Fi password, Wi-Fi password or router? Router. The router password should be case sensitive. It should have letters, numbers and a special character. But the Wi-Fi password, I think it's all right to create whatever you want on the Wi-Fi password. You're welcome.

Yes, you can try that, but just make sure that it pass the required router password which is 10.

Yes, you could use the same wi fi name you use. It's fine.

close the app then open the up again and it will ask you to complete the set the setup or quit the setup and if you quit the setup you will go back to the from the start

actually your nodes are already connected and online since they're showing a solid blue light. It's just that the Wi-Fi name and Wi-Fi password that you're going to use to connect is the default Wi-Fi name of your parent node. So actually you could already access your internet. You just need your devices to connect to the parent node's Wi-Fi name. And that's it, basically. It's just that you can turn off the nodes after you've connected to your Wi-Fi and just turn it on again. And that's it, basically. I think you'll need to download the app later so you could monitor your internet settings later.

The Wi-Fi password. To set up the 5G, you can set it up using the app or you can set it up using the web interface. Yeah, the 192.168.1.1. No. No, it depends on you if you want to set up the 5G or 2.4, but usually the MX-2000 broadcasts both bands, 2.4 and 5 gigahertz, equally. It broadcasts both bands, 2.4 and 5,

5 docs. Yes. So once you added your wifi name like Dorothy 2.4, Dorothy 5. So it will be broadcast on your phone the Dorothy 2.4 and Dorothy 5. And you just need to connect your phone. Uh if you prefer 2.4 then connect to Dorothy 2.4. If you prefer five then connect to Dorothy five and uh they will all allow you to access your internet. Mhm. Yes.

So the doorway to two that's the new you fi name you coded. So, because the app may not be able to the uh store the five gigahertz band because the app usually broadcasts one SSID for both 2.4 on 5 gigaheartz band. That's why it's better if you use the web interface, the 192 because on that interface you can really separate your

No, you don't have to change anything on your Ethernet cable. Your nodes are already connected. You don't have to. Yes, the 192, it's a web browser. You just open a web browser type, like your computer open a web browser and type in 192.168that one, that one. You don't have to unplug any cable.

No, you don't have to plug up your computer. If it has a wifi adapter on it, you can connect wirelessly to your wifi name. But you can also use your phone. Okay, then use your computer. Since your computer is already connected to your spectrum modem, you may have to connect it to your parent node, or you can just unplug the cable and connect your computer wirelessly. Okay, connect first. Connect first your computer to your wifi name, to your parent node's wifi name.

On your computer, go to your settings, Wi-Fi. And then you look at the list available network. What are the list of available networks there? Do you see your parent notes? That is the name you created for your Wi-Fi. Then connect to it. All right. Yes. Once you're connected, open a web browser like a Google Chrome, and then on the address bar where you can see the w.w. that Google Chrome

192. 168. 1.1. hit Enter and tell me what do you see on the screen. if you receive a warm nip? no. the app were not block your access. uh, what do you see in the screen?

That's right. Okay, proceed. Your connection is not private. You proceed. For below, there should be go to details or go to advance. Continue. Advanced. Yeah, it's better to open a Google Chrome.

Okay, just use your Safari because you're already on the right track on your Safari to proceed. When you got those warning message that says your connection is in private, you just click on advance and then continue to the site. Yeah, turn it on. And do one click at it. Okay. Uh, let's try with.

Can you open your Safari in incognito? incognito mode? incognito. Incognito. incognito. Yeah. Click on the three dots on the Safari app. At the uh at the top of your Safari. Yep. Beside the star. Do you see a three dot? [silence]

How about the Google or Chrome try to open your Google Chrome maybe it would be easier for you to find that that's um we will open incognito mode on your Google.com I mean your Google Chrome it's not a Google Chrome and you open uh you open the incognito on your

Google Chrome yeah on an incognito mode you open it a in incognito okay do you see the three dots on the Google Chrome at the top of the in the address bar do you see the bar the three dots yeah on the address bar on the left side of your address bar there should be a three dots on that or a star icon

Just proceed Just proceed proceed yeah proceed to sign so we cannot access your router web interface and it's only to the web interface that you can separate your bands uh let's try this [silence]

Let's try opening a browser on your phone. Maybe it will work on your phone. Okay. Okay. Okay. All right. Adding the child node. Uh, can you close the app? Because there's no, there's nothing to be add because your nodes are already set up. They're already configured. They're they already turned blue. Yes, they already turned blue. So, close the app. And then open a browser on your phone. You can try uh whichever you want. Uh, let's start first with Google. [silence]

and then google.com type 192 make sure to type it on the address bar if you don't have a google Chrome then use Safari.

192.168.1.1 proceed to continue or advance just, continue proceed to site

So we can, uh, we can try the full UI path of your routers, uh. Yeah, continue to link the Linksys Smart Wi-Fi. Mm-hmm. Okay, are you on, now on the sign in page? Uh, uh, mm-hmm. Continue. Yeah. Mm-hmm. All right.

Now, we cannot separate your bands, so you can only use one WiFi name for both your 2.4 and 5 GHz bands, because we cannot... No. We can... Yeah. We can try the full address of the 192 try to type in 192.168.1.1 or + UI

So 192.168.1.1/UI/ports 192.168.1.1/UI/local/dynamic/index.html. H for Harry, T for Thomas, M for Michael, and L for Lion.

and then hit enter what does it says [silence] okay [silence] Okay, so the router password is try to type in first admin if it can access

Is it incorrect?

Look at your parent node. At the bottom of your parent node, there's a recovery key indicated on its product label sticker. Your parent node. [silence]

your notes are already set up completely. They're already successfully configured, so your devices could connect to it already. Yeah, the router password you need to create once you enter the recovery key. Create a router password.

well you can still try to create the previous route our password if it accepts it then that's good if it doesn't then you will have to create a new so you see now your links to Linksys Smart Wi-Fi dashboard your network status online. okay okay okay before that Dorothy I want you to scroll below scroll [silence]

all at the bottom of the page of that page at the Do you see any user license agreement? And on that side, can you see letter C and A on the far end? No. Uh, uh, read what's the next uh phrase on the and user license agreement? What's the next word beside it? Okay, beside that. Besides the private okay, beside that? Okay. Do you see the A? Yes. Click that CA. Once you click the CA, I'll go back to the top. I need you to click on the Wi-Fi settings.

Okay. Yeah. Now you will see your Wi-Fi name. You can now edit the name of your Wi-Fi name for 2.4 and also for your 5 gigahertz. So say for example. Yeah, you can also change the password. Yes. Yes. Try to click on the field at top and you can edit the name. You're on the Wi-Fi?

Do you see the router settings on the sidebar? Router settings. connectivity, Wi-Fi settings. The LIXIA Linksys Smart Wi-Fi tools. Can you click first? Yeah. Can you click first the connectivity? Can you see the Z-A router tab? Yeah, click that first. And tell me the

uh, does it show that your master is now configured? Does it states there, or no? Yes. What does it show? Okay, so you can see your master now is configured. Your master node. Do you see a message like that on the top? [silence] Okay. Now, go back to the internet settings, tab.

Can you check what what what? can you check what's your Internet connection? what's your Internet connection? type. it automatic? And then you click on local network. You you will see your router details. What's the IP address of your router? All right. Now let's go to your Wi-Fi settings which is below your connectivity and troubleshooting. Wi-Fi settings. go back.

under router settings, it's already set up because that's CA router. Say it will only show your master node. Okay, under Wi-Fi settings, you will see your Wi-Fi name, just click on the tab or field to edit your Wi-Fi name and password. You can also make sure to click on show more so that you will see the other bands, 2.4, 5 band, and make sure to save the changes. Okay, click apply and okay. [silence]

to be applied to save the changes you made. The just apply and that's okay. Click apply and then okay to save the changes you made on your Wi Fi name and password. You're welcome. Yeah. Well, your router is still in warranty so it'll be until 2027. so [silence] [silence]

You can still ask assistance from us and we'll provide you free assistance. Mm-hmm. Okay. Um, Dorothy... Mm. Yes, Dorothy. I need to remind you once you've made the changes and save the settings, your router will save the changes. So, you will have to wait for your router to save the changes. You will notice that your parent node's light will start to blink because it's trying to save the changes you made. At once, and once the changes have been made, you need to connect your phone to the new Wi-Fi name you have, you have created, okay? Mm-hmm. Yeah. Yeah. You will know that the new Wi-Fi name you've created is already saved because it will be broadcast on your phone's

Wi-Fi settings. It will be listed under available Wi-Fi network name, the new Wi-Fi name you created. And then you connect to that with the new password. You also made, and then once you're connected, then it's finished. Uh, so if you want any changes, just log into that web interface. You're welcome. All right. So, you're welcome. Thank you for calling Linksys. Dorothy, take care, have a great one. Bye-bye.