Speaker 1
Hi. I have a router that I'm not able to connect it to the internet and it we've used it for years in the same house. Um but we had power um outages in the last little while. We've reset our modem. We've power cycled the um router and it's still saying that no internet connection is available to the router.
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. While waiting, you may also visit support.Linksys.com for more information about your product. I think you're calling Linksys. My name is Wen. I'm gonna help you today. What's the model of your router as well? [silence]
00:00
Speaker 1
The model is MX-55EC. Correct. Two. Purple. Solid purple. But I also unplugged the other, um, node or whatever you want to call it. Okay. Mm-hmm. Yes. And I've done, I've tried to do that setup on the app and it's just not getting to the stage where it says it has internet and it should because nothing else has changed.
01:00
Speaker 2
MX55EC, how many links this device is in total? What's the light right now as well? A solid purple light on your links is unit indicates that it's currently in a ready to set up mode. In other words, you may have performed a factory reset and you need to set it back up from scratch treating it like it's your first time having the unit.
01:00
Speaker 1
Yeah. Uh-huh. I understand. No. I, I understand that. It detects the router, but then when it gets to the stage of saying that it can do anything, it says, No, it has no internet connection. I'm un-, I'm unsure of those things. But I do have the internet information, password and all that.
02:00
Speaker 2
The app will not work if you're not connected to the Linksys Wi-Fi as of the current moment. The app doesn't necessarily need an internet connection. It just needs to be connected to the Linksys Wi-Fi name in order for it to detect the router. All right. And to verify on your internet providers and did they inform you is there any kind of specific configuration like is it automatically working on its own, or does it need a PPPOE or static addresses that needs to be put in manually or none of those things? All right. All right. Thank you so much for that one. Before anything else, can I ask, is this your first time calling Linksys?
02:00
Speaker 1
[KEEP_UNCERTAIN] No, I think I've called before for a similar issue a couple years ago. Yes. Thanks. Okay. That's fine. Sure. Natalie. Ko, O-O-M-A-R. Yes. The email address can be Natalie. Natalie. Ko. Hold on one second. Ko. Hold on. Hold on. Ko. What? Oh, my, god. Hold on. Hold on. Yes. Natalie, okay. Ko, O-O-O-M-A-R. Ko, okay, O-O-M-A-R. Thanks. Okay. Okay. Koomar. Natalie, okay. Natalie, okay. N-a-t-a-l-i-e dot K-o-O-M-A-R. Okay, okay. Yes, I am going through something right now. It's like you can't hate to feel so sensitive, you know? It's like you can't help that people come to really bother you. And there's some painful stuff right in front of you. Oh, okay. Perfect. Thanks. Natalie. Ko, he's great. Ko. Okay. Ko. Natalie, okay. Yes. Natalie, okay. Ko. Ko. Okay. Nate. Okay.
03:00
Speaker 2
Just to verify the phone number you may have called, visit 519 817 7962. All right, let me quickly double-check on our end. All right, thank you so much for patiently waiting, but I'm double-checking with the specific phone number as well, which ends in 7962. Unfortunately, there seems to be no record created on our end. Since currently that seems to be the case, I do apologize, but I'll just have to create a new one instead. Can I have your first and last name? Is Natalie spelled as N-A-T-A-L-I-E. Thank you. What about the email address?
03:00
Speaker 1
Punar at gmail.com Correct, Garrett? 4 3 K 1 0 m mum 2 7 b Bob 2 9 1 3 5 Yes, uh Bell.
04:00
Speaker 2
Uh, if to verify, Koonar is spelled once. More like K O N A R. All right. Natalie.coonar@gmail.com can you provide me with the serial number of the link this device? all right four three K like kilo one zero four two seven bob two 9135 lastly, May knows the internet service provider as well. well all right thank you so much.
04:00
Speaker 1
I am K. Okay, okay. I did it and like white and blinking, correct yes. Okay.
05:00
Speaker 2
alright, are you next to the Linksys router? you're now going to perform what we call the 5 press method. you're going to press, release, wait a second, press release, wait a second, 5 times on the reset button. please go ahead and do it now. After you've done the 5 press method, what's the light right now of the Linksys? so it's flashing white. Is that correct? let's just wait for 3 to 4 minutes, double check if the light might change to different color.
05:00
Speaker 1
Yeah. Uh no, it's still oh, it just turned blue solid.
06:00
Speaker 2
[KEEP_UNCERTAIN] Oh, Can you double check if every wire is connected to the LNC system properly? All right. Thank you so much.
06:00
Speaker 1
Okay. It's okay, I just didn't think this would take. as long as figuring out what's going on with the system. I mean, this is the first time I'm calling you guys, but everything else I've tried before has taken some time. Now, it went to solid. Oh, I would say at least an hour or two. Okay, it went to solid red. Yep. That computer. Sure. [silence]
07:00
Speaker 2
I stays that white color. I see. I see. Before you called us, how long did you spent until you got out [silence] or orange color? solid red. Alright thank you so much. [silence] do you have a laptop or computer you can use right now to wire directly to the module? um [silence] is that a laptop or a laptop, AM? Oh sorry PC. Alright yeah, the reason for that is we need to verifying the modem really is working. So a laptop or a desktop [silence]
07:00
Speaker 1
Oh. Say that again. What's the website? So when you say wired to the modem, you mean like an ethernet cable between the modem and the computer? Or, sorry, not the modem. The router and the computer? My bad. Oh, I see. Okay. Then I really need to go. Can I get one moment?
08:00
Speaker 2
Computer is the best way to go at least wired to your modem and test fast.com to see if it works. Once your computer is wired to the modem, try fast.com to see if it works. Yes, that is correct. Yes, but instead of the router, you wire it directly to the modem instead.
08:00
Speaker 1
okay, that doesn't song. Uh okay, this won't work. Uh it's not my laptop and I don't know my husband's ins and outs of laptops. Um. Yeah, I don't think this is gonna work. Then I would have to wait until later when he's available. Um I let's see. So on my phone, like our modem does have Wi-Fi built into it. So I can connect to the Wi-Fi from the modem. Is that helpful? [silence] Okay. Okay. Um, I don't know if it makes if it matters to say this or not, but it's always there and the the links to this had worked before. Okay. Um, the computer is not like the writer's in the basement, the computer's on another level.
09:00
Speaker 2
Yes. Although what you have right now is a gateway, a gateway usually interferes in how routers associate themselves with the modem. In other words, that built-in Wi-Fi on the on the modem may be blocking your linksys router's potential to connect. I see. All right, but we still need to wire a computer directly into it. If it's much more convenient, you can remove the ethernet cable from the router and connect it directly to the computer instead.
10:00
Speaker 1
Uh-huh. No, it's connected to ethernet. And then there's another cable connected to internet. Yep. Uh, actually, yeah, it should be. So, you mean just like put that directly into the- um- into the computer?
11:00
Speaker 2
All right. On your link, where are you right now? Are you near the router or the computer? All right. On your Linksys router, can you check out the back? Is the ethernet cable connected to the one that says internet port? On that internet port, is that the cable connecting it to the modem? Yes.
11:00
Speaker 1
[silence] [silence]
12:00
Speaker 2
980 mpbs. Is that correct? Perfect. Thank you so much for that one. Go ahead and wire your your router back to the modem. And this time, wire the computer to the router. Instead. Yes. The only difference is the computer will now be wired to the to the router.
13:00
Speaker 2
thank you. All right. Now, open a browser, since you're, I'm sorry, you're already in a browser, open a new tab. On that new tab, search "my router.local," all in one word. Yes, l o c a l, local. Hit enter. uh where did it took you to?
14:00
Speaker 1
Am I getting a warning when I try to access my router settings in a browser?
15:00
Speaker 2
Just bypass that one. That's usually the browser's settings or security in play, so that's completely normal. Just continue or advance to the next page. Yes, that's correct. Yes. All right. Is it asking for a password or right? [silence]
15:00
Speaker 1
[silence] Yes. [silence] It's [silence] taking me to [silence] a page [silence] that is [silence] loading. [silence] Okay. [silence] So it [silence] says [silence] a Linksys [silence] Smart Wi-Fi [silence] Sign- [silence] in page. [silence] log in with your [silence] router password. [silence] And then on the [silence] left side it [silence] has a yellow [silence] exclamation mark [silence] saying internet [silence] connection is [silence] down. [silence] And then [silence] on the other [silence] side it [silence] says access [silence] signing. [silence] Okay. [silence] Incorrect password. [silence] Try again. [silence]
16:00
Speaker 2
Can you click on one of those phones? If you click on it, will it take you to a door? another page. [silence] All right. Can you try typing on, uh, C-try typing on the password as admin, A-D-M-I-N, all lower case? Um, Otherwise, please try A-D-M-I-N. All right. This time, click on the option that says Reset Password. It will ask for a five digit recovery key, which is available underneath the router itself. All right. It will now ask you to create your new router password. This is just for logging into your router settings. So you just create your new password.
16:00
Speaker 1
Hm. okay, it's loaded now. Mm-hmm. Correct. Okay. Okay. Okay. Internet just waiting. Okay. Internet settings. Yep. okay, got it. And click clone. Okay. Yep. okay. D85E14-
18:00
Speaker 2
Alright, you're now in the links to Linksys Smart Wi-Fi page, is that correct? On the left-hand side, find your router settings and go to connectivity. On connectivity, once you're in there, go to internet settings. In internet settings, enable your Mac address clone. Currently, it's all zeros, so please enable it. Put a checkmark on the word enabled. Now click on clone my PC's MAC. What are the numbers and letters populated?
19:00
Speaker 1
D30 9CE 85. Okay. Okay. Okay. It's just saying waiting right now while it's doing something. Okay. Okay. Okay. [silence]
20:00
Speaker 2
Thank you so much. Now that you're done cloning the MAC address of your PC or computer, click on apply. Once it's applied, it will ask you to be sure, so go ahead and apply. When it's all done, it should let you go back to the connectivity page along with the Mac address still visible. All right. Now that you're back to the connectivity page, click on okay.
20:00
Speaker 1
The light is solid red. okay. No Internet connection. It says this device, it has a check mark. And then it says router in the middle and then it has a exclamation mark in red. Now it says router not found. You are not connected to your router. Then it gives three steps. It says if using a white Okay. The light is solid red. correct. I can you can proceed. it gives the option to retry but Okay.
21:00
Speaker 2
Can you double check your router physically? Is there any changes on the light? [silence] Call it red. Let's wait for two more minutes to double check if there's any changes. What's the network status visible on the dashboard as well? Mhm. Now, can you double check what's the light on the router as well? [silence] Still red. And it currently says router not found, is that correct? Can you try
21:00
Speaker 1
It was just retry and it kind of gave one, two, three and steps. One is if using a wireless connection, check that the wireless feature on your computer or device is turned on. Step two, if connected with a cable, make sure the cable between your computer or device and the router is securely connected. Step three, if your wireless connection settings have changed recently, reconnect the device using the new settings. And that's all. Re-fresh the page or hit retry. Okay, let's see. Okay. Now it says this site can't be reached. It took too long to respond and I can reload it if I left.
22:00
Speaker 2
What are the options? Retry. All right. Try refreshing the page. When you refresh the page what will happen? Just click on just refresh the page. All right. This time, try unplugging your linksys router from the power.
22:00
Speaker 1
Okay. [silence] Okay. Okay. I'm plugging it back in now. And do I do anything to the browser or just let it be? Okay. Okay. Yeah. Mhm. Mhm.
23:00
Speaker 2
just for let it be for now we need to wait for the winter to reboot successfully the reason as to why we did Mac address cloning is you wired your computer directly to the modem and Since it's wired fast.com also provided a result which indicates the modem is working and was able to recognize your computer So we need to.
23:00
Speaker 1
Got it. Okay. Okay. Okay. Okay. And then if I do have to call them, what exactly do I need them to, like, what words do I need to say to them for them to help me figure out this problem. Silence. Okay, thanks. Silence. Silence. Silence.
24:00
Speaker 2
to clone the the Mac address so that your modem thinks that the router is a computer as well. Since we've did it right now, it was unable to recognize the router, which may conclude that if it still would turn to a solid red, that's already an indicator that the router may not be registered on your Internet provider's end or there's a possible changes done on Internet provider's end that needs some further action. But no worries there, whatever we've done so far, it's already been documented, so just in case, we might need to conclude that you need to contact your Internet provider and you need to call us back. We've already created a ticket number so that once you call us back, you can just provide it to us. Do you have a pen and paper?
24:00
Speaker 1
Mm-hmm. Yeah. Okay. So, so you said, is it registered? Okay. Mm-hmm.
25:00
Speaker 2
All right. The first thing you need to ask is, is my Linksys router registered on your end? The reason why you need to ask that one is so that you don't need to do this kind of MAC address cloning, because the moment it's wired to an ethernet cable to their modem, it should function as a regular router without any enemies or any kind of other hurdles that needs to be removed. The second question is you need Uh, I'm sorry. Yes, you just need to ask first is the router registered on their end? The second question is you need to ask is my internet configuration automatic PPPoE or static?
25:00
Speaker 1
Okay. Okay. Mm hmm. Okay. Okay. Nope. it's solid red. the website is reloading, it looks like. It's still says waiting. Oh, okay. hold on. and what's the tab going to say again? okay. My router.
26:00
Speaker 2
you don't need to do anything else. The router should work once we're done setting it up. If it's on ppoe or static configuration, that's the time we need your internet provider's help, so we can put it into the Linksys router. All right. Those are the two main questions you need to ask them after the call. So what's the light in your Linksys router as well? Uh-huh, uh-huh. All right. Can you, you can try closing this website and open a new browser. I'm sorry, open a new tab instead. And search it again. fill myrouter.local so you we can enter it back.
26:00
Speaker 1
adopt.com.okay. And then it's giving me that kind of warning again. I'm going to continue through it. It's just waiting. Okay, it reloaded. And it still says, the internet connection. Yeah, the link to Linksys Smart Wi-Fi
27:00
Speaker 2
Yes. Yes to skip it. Mm-hmm. You're now in the web interface, is that correct?
27:00
Speaker 1
my desktop whatever that is. Okay. it's just waiting and loading. Okay. [silence] diagnostics. yeah. On the right side, Internet address, it just says 0.0.0.0. [silence] Yeah. Okay. Yeah.
28:00
Speaker 2
Perfect. Can you go to troubleshooting this time? [silence] Go to diagnostics. [silence] Okay. On diagnostics, can you see on the [silence] the right hand side, internet address? Is there an internet address an IP4? okay. All right, this time go to status. [silence] Since you're on diagnostics, go to status. And in status, click report. [silence] Once you're on report, scroll down [silence] at the very, very bottom until you can see like a table. Is there a X mark on the one that says internet?
28:00
Speaker 1
in the very bottom table, oh, sorry. the one that says ports. there's an X mark and internet under one G VPN. and then there's another X in the lower table on one number three at one. Yes. Okay. okay. Okay. Sounds the question. Is the right registered? And when they have to register. What does that mean for me? Like, what do I need to give them as information to register? [silence]
29:00
Speaker 2
All right. Where is the other X mark as well since it should be connected on your computer? What's the number? Number three. Is it also on 1 GBpFS? All right, thank you so much. So this currently confirms that your link's router is not detecting any Internet connection from Bell. So in this case, it's time to reach out to them. But no worries, after you're done dealing with them, they can reconfirm everything on their end, immediately call us back and we'll be able to pick up where we left off as well.
29:00
Speaker 1
Okay. Yeah. Okay. Okay. Okay. Um, I don't know if it matters, but when I click on, like in that same last troubleshooting step, it says that the current router time is Wednesday, October 10th, 2012. Ah does that matter? The current, the current router time, yes. Ah this is so old. Ah the internet configuration or, the connection configuration. Um what happened there? Ah I thought that was just showing the current time. Um I mean, dial in on that Mac again. Um what was the internet connection speed that that was pulling? Ah was it pulling like a 10MB connection or something? Um cause, that's an old router, isn't it? [silence]
30:00
Speaker 2
If the router isn't registered yet, they will just ask some simple information, which is located at the back of your router. For example, MAC address, serial number, those kinds of default information. If it's already registered, you can uh-huh, I'm sorry. Yes. Is it automatic? Yes, Internet configuration. Is it automatic, PPP, oh or static? Those two are the most important things to ask them. All right. Mm-hmm. Mm-hmm. It says that the current time is October 10th of 2012.
30:00
Speaker 2
you can go to connectivity, so you can exit troubleshooting and go to connectivity. In connectivity,basic page, there is a box on the right side. Can you see your time zone there? You can change your time zone there. Yes, there's a possibility. all right.
31:00
Speaker 1
okay. let me just um, okay. um, yeah, go ahead. okay, so that's my link, this ticket number for this problem today. okay. Mmhmm. okay, thank you. It's going to be a little bit, I have to leave the house and go do something else that I will uh, I'll do it.
32:00
Speaker 2
All right, whenever you're ready, I can provide your ticket number as well. Your ticket number is Lima Tango Sugar Zero Zero One Three, Six Zero One One. That is correct, All right. So for now, that's about it. Please reconfirm with your internet provider and once they're all done explaining on their end, call us back immediately. All right.
32:00
Speaker 1
Quality back. Okay, thank you. Thank you. Bye.
33:00
Speaker 2
No, no worries. No worries, there. We'll be eagerly waiting for you as well. Thank you so much for calling, LinkSys. Take care and have a great day. Stay safe. [silence]
33:00