Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Hi, hi, sir. This is Larry from Linksys Escalation Team. Yeah, yeah. I uh I've noticed that you're no longer responding on the other line. So I uh disconnected the call and process a call back instead. Router. Mhm Mhm Yes, sir. Okay. Oh, that's why.
00:00
Speaker 2
oh crap I'm surprised you called me back oh, I'm not even sure what to do anymore, I mean
01:00
Speaker 1
that we encountered, but I just want to know if you were able to ... Yeah, yeah, I can I can imagine how how frustrated you are, you know, how frustrated it is, worn out, you know, that that's the word that you've been using earlier. And uh so, uh I wanted to get an update. You already turn on your modem and you already turn on your router after turning turning them off earlier, right? Okay. I wasn't finished on the instruction earlier. I was surprised that you're, you know, you're getting into unplugging right away. I was actually uh was about to explain that we were going to do it in sequence. Uh unplug the router first, and plug the modem, wait for two minutes and start plugging.
02:00
Speaker 2
But I've been dealing with these challenges for two and a half weeks on about a daily basis. I'm wore out with it. I'm going to see what kind of speed test reading I'm getting now.
02:00
Speaker 1
the modem first, waiting for it to reboot, and then the router. That's usually the proper sequence. Great, great, great嗯.嗯.嗯. 真是[silence]
03:00
Speaker 2
That's exactly what I did. This is not the first time in the last two and a half week I've had to do this. And like I said, the uh modem is new. I had to install it and uh you don't don't even know how much of a nightmare that was for me. I do not breathe well. So I uh I I had to uh come up with a process where I could get over there and get it in and get it hooked up and get it on. With uh limited amount of time that I had to before I would actually have to sit back down back over here. But this is the only place in that in that entire house I can sit right now. Yeah, I won't tell you about all the uh uh wonderful junk collections I've got around here. Yeah. to pay for everything because I'm disabled. And I went back, I relapsed in less than 24 hours. Went back to the hospital for two weeks, and they didn't think I was going to make it. And that was in January 2019. [ silence ] So I'm doing good to even function at all. [ silence ] But my only connection to the outside world is my computer. [ silence ] And my good one, like I said, it's down and it was about to have to be uh... [ silence ] I was either going to have to have somebody make some modifications on it or I was going to have to get another one. [ silence ] Because it's only got Windows 10, and it can't be updated easily to Windows 11. That would take uh... somebody above my abilities to actually get in and convert whatmy. [ silence ]
03:00
Speaker 1
[silence] Mm-hmm. yeah, yes, yes, I I can I couldn't agree more.[silence]
06:00
Speaker 2
be converted, so it can be, taken up to Windows 11, you know. That'll probably cost me more than it would to just get an old used computer. So, I, I'd have to, that computer has to do everything, including me paying my bills. I went through, uh, this computer went down right before it was time to pay bills, and I went through hell trying to get this one up enough to be able to pay bills on it, and I did. But now it's not even capable of that because this router will not work. I mean, I'm getting terrible, terrible readings on the speed test, so I don't know what to do next to it. Obviously, there's a problem. [silence]
06:00
Speaker 1
You know, that there is really a problem and by telling me that experience and that history, I, I just have this urgency to, to fix it and, yeah, I, I just really wanted to, to get it fixed for you, sir. Honestly. I think you just have to be configured accordingly. If, you know, you can follow my instruction, I would love to walk you through again. But I just need you to, to trust me on this and then work our way into making sure it's going to be fixed by a step-by-step procedure and we'll see what what we can do from here. Okay. sure.
07:00
Speaker 2
I don't know what's wrong with it now. okay I'm gonna give it one more speed test before we get started just to verify for myself that it's still working [silence] [silence] still not doing right. This is just really freaky. I've never had this - this kind of - as much of a problem here. Never. And I've been to a lot of computers in the last 20 years. And my old router obviously was not at fault because this one's doing exactly what I - what it was doing when I had the other router hooked up. And that router was ancient. And it's actually the - the new one is the updated uh uh version of that router. That router was a single channel router. But if you look at them side by side, they're identical.
07:00
Speaker 1
Are we ready to work on making this online? Okay. We'll try to open up a browser again, the Edge, and then get into the 192 page. let me know if the browser is ready and uh I can give you the IP address again. Whoo. Okay. I'm not sure if uh Yeah, of course. Uh it's the problem we recognize that that's the problem at this point, but the issue has not been properly isolated yet. That's why we'll continue to uh do troubleshooting. But I think uh we just need to get into the settings for us to really know if it's uh functioning properly. [silence]
09:00
Speaker 2
It's trying to load, but it's... it's really not moving very fast. I don't know what to make of all of this. But it seems to be the router where the problem is, is, is, is at right now. I wish. Okay, cuz I'm it's not,
10:00
Speaker 1
Can you reboot your computer? I think it may it needs to be rebooted, the computer. It's just not loading, maybe? [silence] [ 0m21s42ms - 0m25s992ms ]
11:00
Speaker 2
fooling, fooling, up, completely. It's halfway there, and just, stuck. Hang on a minute. Let me try something. Uhhhhh, we, oh. Let me get, let me get, let me get off. Uh, it's, I don't know what the hell is going on with it. And this one was running better than this, and it'll run fine, but, it's nowh I got no speed, because I'm not getting anything. Well, nine, to 10 megabytes per second. That is not very much. Let me uh do something here. And it's funny, when I do run it, and I actually am online, I will go back to disk cleanup when I go offline, and it'll be, um, much faster. So, I'll play a quick game. And fixing the problem. So, every, every, everything will go back to normal.
11:00
Speaker 1
Were we trying to reboot the computer? [silence]
13:00
Speaker 2
And I'll have to do that again. Okay, reset the computer. Okay, we'll leave that. Okay. Okay. I've been at this all day long. Like I said, I had gone and microwaved me a uh a frozen meal and it's uh I'll be eating it cold in a little while. It's working on restarting. Oh yeah, I'm waiting on it to restart. Yes, it. Takes a second or so. This computer never fired up fast, fast. The newer one that I got over there is much faster. But it's when it got uh when it got uh, it's been refurbished and they updated a lot of stuff on it. The only thing that that I don't think they actually updated was the uh uh Windows 10. Okay. Okay, what's it doing? Come on. Okay, there it goes. Give it a minute. This thing's never been this fast on startup.
13:00
Speaker 1
Uh, that is a, uh, WPS. I don't think that's, uh, relevant to what we're having, uh, at this moment or the issue that we're having. Yeah.
16:00
Speaker 2
[silence] it usually doesn't take it this long. [silence] There's a blue button on the back of the router. I'm trying to read what it says underneath it.
16:00
Speaker 1
[KEEP_UNCERTAIN] Okay. yeah. the computer you mean? yeah. Well, in that case, there are computers that needs an update, needs a software update. There are times that it gets very slow. That is already an indication that it needs an upgrade for a computer especially for Windows.
17:00
Speaker 2
just checking to see what that button is for. Are you can tell me what it does. I don't know why this thing's taking so long to come back up. Yeah, the computer. it got an upgrade the other day. It came up way better than this earlier today. I don't know what's going on with it. We probably pushed it beyond its limit tonight. There it goes. Okay. In a second. [silence] Okay. [silence] It's still not moving fast, but it's about there. Okay, it's back up. It'll take a few minutes. Slow, everything that it needs. And like I said, I did have a much better computer, but for some reason, it was fine one day. And the next day when I got up, it fired up and shut back down in about a minute. And it hasn't, it wouldn't come back up and this battery is not showing any power in it. I don't know what happened there. I'm sitting there waiting on it to finish loading up. The taskbar is, it should've already loaded but. This computer keeps taking poundings so I don't know what to think. Well it'll come back up on its own, but it usually doesn't take this long. I hope that it will come back up on its own.
17:00
Speaker 1
not something you
20:00
Speaker 2
[silence] I just wish I knew what the problem was. What was what's really causing? What I just am at my wits' end right now. Okay. It seems to be back up and functioning. Oh, it shows to be connected and secured. So, are we ready to try something new on it?
20:00
Speaker 1
The troubleshooting is the same procedure, but we weren't successful anything earlier by just accessing the user interface. So we'll be focused more on that. Okay. So if the computer is up and running, just make sure we're connected to I think the name is router number one, if if I remember it correctly. Okay, very good. Once this connected and secured, will just simply wanted to pull up a browser, pull up edge, need to pull up edge and then just let me know if it's ready. [silence]
21:00
Speaker 2
Okay. Yeah. I just checked it. It's connected and secured. Okay.
21:00
Speaker 1
So I can provide you the number, so we type in. Okay. So type these numbers, that is one nine two, this is on the browser, okay. Uh, on the uh, address bar, where we would normally type in the W W dots, uh, one nine two dot one six eight dot one dot one dot one, and then hit enter. [silence].
22:00
Speaker 2
Yes ready. Okay, I'm ready. okay uh... really don't have an internet well let's do all that ok and what do I do where I where I where I'm at [silence]
22:00
Speaker 1
hit enter, you just simply need to wait until the results come up, if we're able to successfully access it or or if we were receiving error message or whatnot. is giving us search results instead of accessing it. We'll see here. Oh. If you are on, let me see, let me open my Edge browser also. If you're on the Edge browser, I believe on this uppermost right corner, okay?, uppermost right corner, you have this three dots icon, it is called ellipsis icon. Can you click it for me, please?
23:00
Speaker 2
Ah, it was always telling me that it is the default IP address used to access the admin panel of most home routers. Exactly. [silence] [silence] Yes.
23:00
Speaker 1
Okay. Once you click it, uh there will be drop down options right there. And I need you to look for new in private window. Do you have that? All right, I want you to click it. Uh once you click it, it will give you like a black window browser here. So we're we're using private browser. Yes. Uh we're using private window browsing. And we'll just simply type the numbers again. 192. 168. 1. 1.
24:00
Speaker 2
Okay. Okay. Yep. Yep. Black and gray. I'm having, it's really hard to see the, the, the keyboard with it sitting,
24:00
Speaker 1
So, did we we type the 192.168.1.1 on this private browser, and then you hit enter, right? Okay. And then what happened? Six choices.
25:00
Speaker 2
It's sitting, but Uh, I have to put it up in if the people see everything. Okay. And what do I it's showing the router it, uh, in the. Yeah. Ah well, I haven't hit enter. Well, yeah, I hit enter, but uh, I Haven't done any further. It gives me, uh about six choices down there. I've got router login CGI router login CGI Router Index AST router login, which one do you want me on?
25:00
Speaker 1
Um, we'll try router login. What do we have there? Oh, so it's asking us for a password, you mean? Okay. Uh, type in the password for your Wi-Fi, because I believe the router password we configured earlier was the same with your Wi-Fi password. Can we try that? Yeah, yeah, I think, uh, you, you will have a copy of that on the notepad. [silence]
26:00
Speaker 2
Okay. Let's see what's gonna come up too. Okay, it's giving me a blue page with the authentication required. I got to give it a password, which yes, I had to grab my, I grabbed my notepad to make sure I know what I'm putting in there.
26:00
Speaker 1
Okay. Are we, are we, finally in. On to the status page, right? [silence] Okay, let me see here. Bear with me a second. Let me pull up our resources here. Uh, try to uh, check if I can have that. Bear with me a second here. Uh, can you tell me what does it show on the status page? [silence]
27:00
Speaker 2
Okay, let's see what it will do. Um, to the router status page. Okay, what do we do next? Yes, I'm on the status page.
27:00
Speaker 1
is there anything that says connectivity connection status internet connection and router information the internet connection what does it say about internet connection sir? does it say uh... uh... do we have information about the internet? IP address? okay uh... if it gives the address, can I get the numbers? there is any numbers we have
28:00
Speaker 2
Yeah. Yeah, I've got the internet connection and the router information. What do we need to... Uh, so there's automatic configuration in the HCP. Uh, and it's got the internet IP address. Uh, it gives the address basically and the subnet mask, default gateway. Yeah. Six, eight, uh, five. I
28:00
Speaker 1
Ok let me repeat that. Uh the internet address as what shows on the page is that is 68.168.192.164. Is that right? Oh 186 681 168. 86 8.186.192. what was the last one? Okay, got it. So that
29:00
Speaker 2
10.219.2.164.
29:00
Speaker 1
That's the internet address. Uh, what we, what we see here, actually, sir, if there is an internet address, this means that this is the modem's address. Okay. This is the modem's IP address seen by the router. It only means that we were able to configure it appropriately. Okay. And it means that it's receiving internet. Okay. Now, um, since we have checked that and we are pretty sure of that by looking into the numbers, it tells us. Let me check here. mm-hmm. mm-hmm. Why do you want to just love that?
30:00
Speaker 2
[silence] I've got to have a shot of water. Give me a second. My mouth is uh, so dry you just don' know. [silence] Okay, that's better.
30:00
Speaker 1
You good? Yeah, we're already inside the Linksys router. Finally, we were able to access it and confirming that it is connected and online, which is great. You know, and let me check here. Bear with me a second. What, what, uh, which, uh, uh, section are we in again, sir? I believe we're on connectivity, uh, section. Internet connection and it's saying connected. We have this IP address. Do you see any information about firmware? firmware version? Uh, can you read to me any, any,
31:00
Speaker 2
[silence] Uh, Internet connection, yeah. Uh, no I don't.
31:00
Speaker 1
option that we can click maybe device list, connectivity, troubleshooting, wireless, those options. You can read to me the options because this user interface is not quite familiar to me. So, can you read to me the option that we can click so I can tell you where to go? No, I don't want you to click. You just need me or I just need you to read the options and I can tell you where to click. [silence] [music]
32:00
Speaker 2
Let you look a little for and down. No, it's not really showing me much of anything there, let me look up a bug. See what I've got. What was it you what all are you looking for? I don't know if we can click on any of these options.
32:00
Speaker 1
Mm-hmm. Okay. Which we already have. Uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh DNS 1 and DNS 2, you mentioned that. Are there numbers so that we can copy? Okay. Start with DNS 1.
33:00
Speaker 2
Okay, [silence] it tells the connection type. [silence] the internet IP address. [silence] Okay, [silence] the subnet mask. [silence] the default gateway. [silence] the DNS1 [silence] DNS2, [silence] DNS3 [silence] MDU [silence] and then the DLC lease time. [silence] Do you need specifics on any of those? [silence] Oh, yes. [silence] uh DNS one as
33:00
Speaker 1
Okay. How about the two? Okay. Okay, thank you. This really gives us a great idea that uh, or a confirmation that it is uh grabbing or acquiring information from the modem, which means that we were able to configure it correctly. I would really love to see what uh options we can click here. But uh, can you hit okay for us to to get out of this particular option? Or is there an option to click okay or cancel maybe?
34:00
Speaker 2
uh two oh nine dot one eight dot four seven dot six three uh two oh nine dot eighteen forty seven dot six one. i'm, uh, looking at the only option is to log.
34:00
Speaker 1
like no no don't lag out for now uh we'll see here I think uh we're already on the same page on uh bear with me a second on the top most corner we have uh system status configuration parental controls and troubleshooting right okay can we click on troubleshooting okay I I stand corrected uh we shouldn't go to troubleshooting I'm sorry uh
35:00
Speaker 2
I don't see. [silence] Are not. [silence] Yeah. It's snowing. [silence] Okay. [silence] I just Okay, I I got choices here of log and diagnostics.
35:00
Speaker 1
Need to go to configuration instead. Can you click configuration for me please? Very good. Now, on configuration, bear with me a second. I lost a copy. Where is that? Okay. On configuration, on the left hand side here, we have connectivity, Wi-Fi, security, administration. Tell me if we're looking on the same page. Okay. I need you to click on administration. Administration. Do you see administration? Okay. After clicking administration, there will be a drop.
36:00
Speaker 2
Oh, yeah. This seems to be working. Okay. It's got a lot more information on it. Yeah. Okay. Gee, I never wanted to get this this intimate with this thing. Yes. [silence]
36:00
Speaker 1
Down option right there and look for firmware upgrade. Do we have that firmware upgrade? Yeah, can you click it for me please? Okay. Alright, after firmware upgrade, do you see firmware numbers? Yeah, version. Yes, sir. That's what we're looking for. Very good. Thank you for that. And, uh, let me see here. Is there an option for us to check for an upgrade?
37:00
Speaker 2
people make your firmware version okay what do you need out of what popped up uh-huh from you mean your firmware version okay one point zero point zero zero point zero zero two uh well there's an option there right about that says check firmware
37:00
Speaker 1
[silence] Can you click on check firmware? Is that an option to click? Check firmware. [silence] Oh, it says it's up to date, meaning we do not have, uh, current update for this particular unit. Let me check it. Bear with me a second here. [silence] I'm actually checking manually if we have a current update. I believe this is one of our legacy units. Let me see here. Yeah. Yeah, we still support the software, but I believe we no longer have update for this at the moment. So 1.0.0.02, I believe that's the firmware version you mentioned to me earlier, is up to date because after checking it, no available update. Okay. So we can't proceed with that. Let me see again. We're currently on configuration. And we'll see here. can we go on the left hand side since we are on administration can we click on connectivity yes connectivity all right after clicking connectivity uh let me see I'm loading it so we can see what what do you see here on connectivity from here what options do we uh mm-hmm router name router IP subnet mask,
38:00
Speaker 2
Okay. I got it. I had look it over a little bit. but Okay. Yep. it gives It gives me the router address. the router address and the I address, subnet mask router name.
40:00
Speaker 1
okay on the left-hand side under connectivity what are the options that we see under connectivity Mm-hmm. [silence] Um, hello, sir. Yes, sir. Can, you hear me fine? [silence] Yeah, uh, you, you, you mentioned earlier that you couldn't imagine. [silence] We, we, we, we get into the settings here. I, I know there's a lot of here [silence] that you're not familiar, but, uh, the, the reason why I brought you here on this page because this is really important for us [silence] as technicians to bring our customers in here. [silence] Because this is, uh, is [silence] it's going to prove [silence] that we have [silence] datas that we need to acquire from, from the modem. [silence] And by bringing you here, [silence] uh, mentioning that. We are grabbing the Internet address, remember earlier, I get a copy of that, those numbers and also the firmware version is up to date. We also have DNS numbers and all these things, these information from the Internet address to DNS, this will only tell us that the router is configured in the way we configure it because we run the setup procedure earlier. I believe we were successful in doing that. We were able to also configure your Wi-Fi name and password and that is just all has to be done and configuring this router. Uh also, you can run a speed test, right? Uh however, we are stuck on 8 Mbps, which is a terrible, terrible speed comparing to the 500 Mbps that uh that uh uh you mentioned that you are uh subscribed to from your internet service provider. [silence] But the main problem really is if I ask you to pull up a browser and access a website, you cannot get in, which is, um, I think, an issue with specifically the modem and the router communicating to each other. It sounds confusing because I'm telling you that we configure the router correctly, which is we can validate that by the addresses that we uh, that we gather from uh, from the Linksys router user interface. And uh, to tell you honestly, the resolution for this is to have a computer that can be hardwired to the modem to acquire uh, specific settings. [silence] and I know, I know that we do not have that. I am personally aware that we do not have that. Uh, however, I, uh, in my personally, I hate to come up with this conclusion. However, I just have to be completely honest with you because again, you mentioned that we've been on through this for a couple of hours already. I just want to be blunt with you that without a computer that can be hardwired, we may not be able to complete the troubleshooting procedure. Yeah, and I fully understand that computers, recent computers, especially new ones, the new updated ones, they no longer have ethernet ports. But there are times that we really wanted to, or it's necessary to manually acquire settings from the modem and manually input that on the router. Especially, I think you mentioned earlier that this is a brand new modem. You already contacted spectrum about it. They mentioned that it's online, apparently. It is online and it's active because we acquire IP addresses from the router. But cases like these, for newly set up, it just sometimes it needs manual intervention, meaning we need to acquire settings manually and input it manually. I know it's sound Sounds, uh, uncomfortable, especially if we're dealing with, you know, should be an easy setup. It was an easy setup earlier. I as far as I could remember. The flow was really good. Wouldn't encounter any hiccups or a snag. But uh is just that not communicating well because even we are acquiring an IP address, but if I ask you to pull up a browser, you're not getting in. Even a simple youtube.com. You cannot get in. So yeah, that's where I am. That's where we're uh, actually, we're going. [silence] yeah, yeah, I agree with you, sir. It's less likely expected for a setup. I I understand. at this point, sir, uh, from my point of view as a technician, I would assume it is already working with the information that we have right now and you being able to uh run a speed test. It means it's online. It's just that we have an extremely slow speed. That's why you cannot get internet. And to be honest with you, as I mentioned, without a computer hard wired, We're just stuck.
41:00
Speaker 2
I know that when I was trying to get all this stuff together, I was actually being able to access things on this computer. And now is there anything we can do to try to get this thing to work? [KEEP_UNCERTAIN] I wish I had known I wouldn't even attempt all this. And like I said I don't know what to do. I mean I can't I can't use any of this anymore. Well, I can't I can't come up with any solutions. I don't know what to do. [silence] what do you mean? It's like the... the... the... modem and the router just don't function well together, but like I said, I successfully had the earlier version of this router, the double channel version, uh... on here on the old, uh... modem for five years and it worked great.
48:00
Speaker 1
Yeah. Yeah. Um, yeah, one way of uh, you know, doing an alternative maybe is if you have a phone, you can, you know, uh, I'm not sure if you have mobile data on your phone. You can turn on your hot spot and connect your computer to the hot spot. I'm not sure if that's possible. But uh, just for you to... I see. Ugh. Mm-hmm. I see. Mm-hmm.
52:00
Speaker 2
can't remember. My my mobile phone is a five year old SKB that ah I get free, George, you know. And I need to replace it, but I don't have the money right now to replace it. Of course, I probably would have had if I wasn't spending so much money trying to get my computers working again. And this old computer was working just a week and a half ago. I had gotten it online and everything was working and all of a sudden, it went down. So I lost my main computer and then this one was working and then all of a sudden it didn't work anymore.
52:00
Speaker 1
Yeah, yeah, I really apologize for that. I hope I can, but uh
53:00
Speaker 2
I was working on this router and now the router just will not communicate anymore. I think the router is my biggest problem. I wonder if I could actually hook up the old router real quick and see what it does. Maybe I'll do that here in a little while. But I don't think, it don't sound like you can do anything more. Oh, you gave it your best shot. [silence]
53:00
Speaker 1
Yeah, thank you for for your being patient as well, sir. Thank you so much and and yeah. Yes. Yeah, same here, sir, same here. You you have uh you have a great night. Thank you again for contacting linkists. Goodbye for now. Bye.
54:00
Speaker 2
i don't know what to think of all this. well you have a good one and I'm gonna go ahead and get off the phone and eat. my stomach says feed me.
54:00