Speaker 1
[silence] This is Linuksic's technical support calling. [silence] This call is recorded for quality assurance. [silence] Please hold as we connect you to a Linuksic specialist. [silence] Hello, this is Eric from Linuksic's customer assurance team. May I speak with Terry Thomas? [silence] Hello, Terry. Thank you for answering my call. And can you hear me okay on the line? [silence] Thank you. [silence] Uh by the way, this call is recorded for quality assurance purposes. And [silence] [silence] And by the way, Terry, uh I'm here to do follow-up regarding the case that was escalated to our level two department regarding your Linuksic's MBE-7000. And may I ask if is this the best time for us to discuss and troubleshoot your device concern? [silence]
00:00
Speaker 2
This is Linksys Customer Support in column. Yes, Linksys. yeah, Eric. This is uh this is Terry. yeah, you're loud and clear. Let me switch rooms here. okay. Yeah, let me get my my stuff here. yes sir. Oh yeah, this is this is good. [silence] Sure, uh, now I don't have uh, let me make sure uh, which device you're talking about. The 7000, uh, the gentleman I was talking with yesterday told me to go out and get a new uh, a new power module, which I've ordered. Nobody in town here carries them. Uh, uh, everywhere I went, they say available online only. So that won't be here until Friday that the new power module. Now he was also trying to help me, uh, uh, get my old unit, which I was using both of them. I was using the model 7000. And and remotely, uh, have you read the case? Yeah, and the model the model 5300, he was trying to get that online so I would have uh, Wi-Fi. Now, and he was unable to get that. So that's that's where we are. So that's are you calling to help me with the model 7000 or the model 5300, sir? This format is broken, but willing to give it a shot.
00:00
Speaker 1
Okay. So if everything was working fine, then that's a good sign. A good sign in the manner that your Linksys device was able to communicate properly with your internet service provider modem and talking about their hardware, they're all working fine. So if you have this MBE 7000 that's no longer working and it's not powering up, it's a possibility only either two cases, okay? Either it's just a power adapter that might be gone faulty or it might be the power system circuit itself of the node. That's a possibility, okay? But since you already purchased like another power adapter and how I wish I can just check first the power adapter if it powers on another device that has the similar specs. Because when you purchase the power adapter, make sure that you need to properly check the... the size of the barrel, okay? Because since you have the M. MX. 6300 there, the MX. 6300 is actually much higher specs in terms of power, okay? And its barrel is actually bigger, especially the inside uh like uh circular part there. It's actually much bigger compared to your MB. 7000s, okay? So down.Yeah, so it's not. Yes, you're correct. You're correct. You're actually correct. So that's the reason why it's not advisable to swap them because if you use that MB power adapter to the MX 6300, it will not fit because it's kinda small. And if you put that MX 6300 power adapter connector to uh.
03:00
Speaker 2
Yeah. Yeah. Yeah, I understand. Yeah, the connector on the 5300 is different size than the connector on the 7,000. It, that's what, that's what you're talking. I'm sorry, go ahead.
04:00
Speaker 1
[silence] [silence] It will not [silence] [silence] do any connector on the [silence] [silence] inside [silence] uh connector becs it's [silence] smaller compared. Okay. Okay. [silence] Yes. [silence] [silence] Ah, okay. [silence] Then that's [silence] that's great to know. Okay. [silence]
05:00
Speaker 2
Yeah, yes, I fully understand that, that the two connectors are not interchangeable. Yes, and the new module that I ordered, I ordered it from, like I said, everywhere I went in town here today, they listed them on their catalog, but then you go in to get it, and it said it's via mail only. So then I wound up just ordering the one from Amazon that Amazon said was absolutely compatible with the Model 7000. So that's what and that's what, yeah, and yeah, they even listed it that way. And supposedly I paid extra to get it here as soon as they could get it here was this coming Friday. So I'll have a new module. Now, let's see, I don't know how much the gentleman the other day
05:00
Speaker 1
[silence] Okay, we have like devices, then typically it should consume energy. And that energy is dissipated in in like a heat. OK, but if you have devices that has more power. Okay. Or more specifications, and it has more power. Okay. But it will really deep. from sorry energy is dissipated in heat. OK, but if you have devices that has more power. Okay. Or more specifications and it has more power. OK, but it will really differ. ##Choose one or two keywords for this audio: power, devices ##Is this audio: [ ] A person speaking in Russian [X] A person speaking in English
06:00
Speaker 2
Elly or ever how you pronounce his name I'm sorry I I I'm not sure I pronounce his name ellabelly um you was I I told him that the module the power module for the 7 000 uh uh apparently was sending some electricity to the 7 000 because the 7 000 unit was warm not hot uh and warm being defined as not as warm as your cell phone when your cell phone is being charged does that make sense okay Thank you.
06:00
Speaker 1
That what's hot? Okay. Because, uh, we have other devices here that we touch, it's warm. Okay. Others are less from that. Okay. But not to the point that it's hot. Okay. So that will, you know, let for panic. Okay. Oh, okay. Oh, actually,
07:00
Speaker 2
Yeah, yeah, it was not, yeah, it was not hot. Uh, but, I mean, you could tell, uh, it was warmer than, uh, other items like the item it was setting on. It was setting on the top of a, uh, the plastic top to a, uh, old vinyl record turntable. That's where I have it setting. And, uh, and the, the top to the turntable was considerably cooler than the model 7,000. So, uh, have I, is there any other information that I need to re-repeat to you or are you calling now to help me with the fit try to get the 5300 online, or do you prefer to wait to see if you get the model 7000 online when I get the new power module?
07:00
Speaker 1
If you have the Mx5300 that's not working, but it's still turning on, then I can help you with that. Okay? So that you will have like a temporary internet while waiting for the power adapter to arrive. But before that, okay, uh, you mentioned that your MB7000 is warm. Okay? So, I believe the power adapter might still be working fine. It might be on the node itself. So, because For me, a way of checking it is, of course, by the LED indicator. Power. Because that's the purpose of the LED indicator of the node. To know if it is really properly powering up, okay? But it might be a possibility though. Mm-hmm. Okay. And,
08:00
Speaker 2
Okay. Do we have a way of checking that? The LED never came on. The LED on the 7,000 would no longer come on. As when the system was was working together with the two units, the light on the that
08:00
Speaker 1
uh, okay, no worries, okay, so, since you, you already ordered that, then, that's a good isolation as well, okay, because it may be that your power adapter might not be working properly as well, okay, so, that's great information, and I really appreciate the information that you have verified that it's a compatible power adapter for your model, because that's the one that I worried, okay, because other customers, they just purchase power adapter directly without even checking the polarity of the barrel, because others, mostly, positive is the internal barrel compared to the outside is negative, but others,
09:00
Speaker 2
[silence] on top of the 7,000 will show white [silence] on top of the [silence] 5,300 would show blue. [silence] Yeah. But it's Amazon and I can return it. [silence] That's the good thing about Amazon, you can return. [silence] If I don't need it. [silence] Yeah. [silence] [silence] [silence] [silence]
09:00
Speaker 1
maybe have like an inverse polarity. The one inside is negative and the one on the outside is positive while that's way way uh like older or adapters. But thank you for that information that you provided to me before purchasing it from Amazon. I'm now relieved. So okay. So uh first things first. I know that your MBE 7000 is your main node because the other node will just be working as a wireless repeater. But our goal right now is to temporarily set your MX session 300 as the new main router or the new parent node. Okay. So
10:00
Speaker 2
Yeah, that's right. Yeah. Yeah, you have a certain time, but almost anything you get from them, you you are you able to return. Uh, uh, that's, they may change that in the future, but right now that that's how they do business. Okay, so what do I need to do on the 5,300 here so you can help me check it up? Um Yeah. Yeah, because it was, it was my main router before I bought. Yeah, I had the 5,3...
10:00
Speaker 1
Wi-Fi standard. Wi-Fi 7. okay, so first things first I need to make sure uh where's the modem from spectrum because that's where we connect the MX 6300. then later on, I'll then going to perform the proper reset and reconfiguration. and before that, may I know uh if you have a computer that we can use for us to do proper troubleshooting? [silence]
11:00
Speaker 2
And then when they went to the new, uh, the new level of, uh, I, I can't think of, yeah, yeah, yeah, two, yeah, when they went to Y57, my 5300 wasn't a seven. So I got, that's why I went ahead and got the model 7,000. So, uh, yeah, but the, the 5,300 worked fine before, it just wasn't the, you know, it wasn't the level seven. Okay, so what, what do I need to do? I'll be quiet and listen. Yes, I'm saying here, I moved the, I moved the 5,300 to, I am adjacent to my computer.
11:00
Speaker 1
Okay. I appreciate that, okay? Okay. Okay. Okay. Then, uh, let's do checking with the lead indicators first, okay? So, right now, the MX 6300, uh, how is it connected right now or if it's not connected to anything yet? Yet, including only the power adapter? Thank you. Okay. Thank you. So, okay. It's blinking red. Okay. So, if it's blinking red, then technically speaking, uh, this device is still configured as a child node, and it just lost the connectivity from the parent node. Okay? Because, uh, this is a smart device.
12:00
Speaker 2
So, uh, right here I jus, just to the computer and to the modem. That this that it comes with that. So, I'm just waiting for you. Tell me what where to hook up where? Okay, uh it is not the only thing is it is connected to the power cable that powers up the 5, 300. That's the only wire that's attached to it. And it is it's blinking it's blinking red about once every second. [silence] All right.
12:00
Speaker 1
You have properly reset this device, then it will usually go to solid purple or solid pink, then it loses all the connectivity, the setting. So we will then configure it as the parent node, okay? Then. Yeah, I'm Eric, I'm the level two technician. No worries, okay? Yes, I can hear it's just low but I can understand you. Thank you. Okay. It's okay, it's okay, no worries. Later on, if you really need to do hands-on, then you can put it to speaker. It's okay. What's important is, even though it low, has a lower volume but the important part is, I can understand you still, okay?
13:00
Speaker 2
I'm sorry, what was your name again I I missed it when you when you said it first okay Eric yeah, okay. I'm sorry I just I'm just just I was so excited I forgot your name. Okay, well uh, I will put you on speaker so I can use my hands. Can you hear me okay? I can go back off. All right, I'm back off of uh, I'm back on now. All right, what do you need me to do? [silence]
13:00
Speaker 1
Okay, so, so right now, uh, your modem from Spectrum. Do you have like a model and brand of that for me to know that that's the modem that we're going to connect to early-later on? Is it on the on the speaker? Same with your, uh, speakers? Okay.
14:00
Speaker 2
all right. So right now, I'm hearing from a spectro, it sounds like a, and that. Yes. Yeah, it's, they're, I'm not trying to find out where they, they've got it somewhere on here. And it. It's a 2.5 G, uh, cable and internet. Let's see, I'm, I'm reading everything. Uh, they, oh, here it is on the side. It's a, uh, it just says spectrum. Oh, okay, on the bottom. I found all these specs on the bottom. Okay, let's see what my computer just said. Do I want to, uh bear with me one second? Uh, let me, let me tell it one little thing. Okay.
14:00
Speaker 1
doesn't help because we cannot generate it on our system, only on links his devices. But uh, do you have like uh somehow on that area of the sticker, like a model number or even a brand or factory ID? um "No." Uh, if you really cannot see the model or brand or.
15:00
Speaker 2
I'm looking for the brand name. I can give you uh a Mac number and a serial number. Does that help you? Uh uh uh that's what I'm looking for uh uh it has factory ID FY. Does that mean anything to you? F is in Frank, Y is in Yankee. If if you
15:00
Speaker 1
That modem then I'll need to understand that modem instead based on its current performance work. Okay? Yes. Yes. Yes. okay that's all okay if you okay thank you I believe that's the one okay it's okay so I believe that's uh EU 2251 so if I may understand that uh
16:00
Speaker 2
[silence] Charter spectrum. And then there's some there's some other numbers like EU as Edward Uniform 2251. assembled in Vietnam.
17:00
Speaker 1
Okay. Because different modems differ with their inputs, okay. It might be a cable input, coaxial input or it might be fiber optic. If you check on the ports, the input there, is it like a coax cable, coaxial cable? Okay, so this is a cable modem then. Okay. Thank you. So I'll put here coax. And how many output ports does this EU2 2 5 1? Only one LAN port or Ethernet port or three or four? Yes, the spectrum modem. Yes. Mm-hmm. Okay, thank you.
18:00
Speaker 2
coax it is coax yes all right it has uh uh you talk about the modem correct it has two telephone outlets a cable input an internet um uh input and of course the uh uh power connection uh
18:00
Speaker 1
you have. It's okay. So, what's important here is this is the cable modem, okay? So, it converts TV signal into an ethernet. To the output, you have two phone ports and one ethernet port. Okay. Because usually, if we have other modems that are combo, they have, like, four ethernet ports, as an output, but yours is only one ethernet port. Okay. Thank you. So, this is. Yes. I'm taking advantage of it, since we're connecting devices as if it's the first time, okay? Unless if it's just other settings, then I will not be talking about your modem. Okay? So, at least I'm taking advantage. [silence]
19:00
Speaker 2
I'm still looking for any other names. That is correct. Now, OK, yeah. Now you're not talking about the router. You're talking about the modem furnished by the cable company, correct?
19:00
Speaker 1
Okay, so you are correct. So at least we will know where to connect your M X five 300 later on. Okay? So, with this Spectrum modem, this single ethernet port, this is where we will connect your M X six 300. But before that, if I may ask, your computer, is it uh capable to be connected wired to the network or your computer is just wireless capable only? Mhm. Does it have a line port? Okay. Then that's great, okay? So it's capable to be connected.
20:00
Speaker 2
So you're talking about you're talking about the modem right now. Okay. Okay? Yeah, it's Lenovo and it's a a level seven. So it's, and it's got a, hang on one second. Let me, I got the back of it turned around. And uh I have, I have an Ethernet connection.
20:00
Speaker 1
been routed via wired or wireless on the network? Okay, thanks. So have you tested the Len O Laptop to be connected directly to the spectrum modem on that ethernet port and you're able to go online because if you can go online, then we will have two ways of troubleshooting, okay? The first one is our regular troubleshooting. We're in, I'll be the one to provide the steps and you follow my lead so that we can do it together, or if it's okay because uh once uh... if if your laptop is able to go online directly connected to your spectrum modem then we can do a lot okay cuz the first the first one that i mentioned to you is it's our regular troubleshooting okay? like via phone but the second option here is i can take advantage of your internet and i can use our third-party software not from linkss but that software enables me to access your computer remotely of course with your permission but in that way it will be a lot easier and faster for us to properly check uh the information on your router would you like that?
21:00
Speaker 2
Sorry. No questions here. No questions yet. Square away again. Okay. Okay, so just all right. So what what do you say to how do you want me to be configured with the wiring right now?
22:00
Speaker 1
like any Ethernet cable the least is a cat 5E. connect one end to that Ethernet port on your modem then turn the other end to your Lenovo laptop. Okay thank you. That's great. Okay so since you're online then this will be our next troubleshooting plan okay. So we understand that your MX 5 300 is blinking red okay? So we may need to perform a reset and later on I'll be able to access it via Wi-Fi using your computer for me to properly check the settings okay. Then whatever settings I'm getting from the Zoom
23:00
Speaker 2
Okay, bear with me about one second here. Okay. [silence]
23:00
Speaker 1
you know them, I'll then be able to to verify it and base it on how I'll configure your MX6300. And I'll then be able to configure the Wi-Fi as well. Okay, but if I may ask, do you still remember the original wireless settings that you had set up before with your MB7000? Mhm. The Wi-Fi name and password, Wi-Fi name and password? Okay, that's great. That's great because. Yeah. Oh. Okay. Then I appreciate what you've done, okay? To write it down. So that the once I reconfigure your MX6300 with the exact Wi-Fi name and password, then you all of your wireless devices will automatically [ [silence]
24:00
Speaker 2
As far as the the the codes and all that I mean the password Yeah. Yeah. I've got I've got that right here. I don't have to I I write down I got about 50 different passwords. So not for this but for different things. Yes, I've got it right here.
24:00
Speaker 1
Try to reconnect without you having to type the password anymore, if it is the exact Wi-Fi in my password that you set up before with the M.B.E. Okay? So in order for us to do the remote access, may I ask for your help to go to join.zoho.com website. Do you have Chrome browser on your computer? Let's launch it on Chrome. Then, on the address bar, clear everything there and replace it with join.zoho.com.
25:00
Speaker 2
Okay. Okay, okay, Yes, I do. Okay, let me
25:00
Speaker 1
Let's just try your your computer right now. Since it's wired, OK. Let us just check the wired IP. OK. So since this is Windows, we could go to start and let's go to control panel. Select start, look for control panel, or type control panel in the search.
26:00
Speaker 2
I'm waiting for it to it's not all right. I'm I'm all right. I'm at okay. I'm gonna start and then look for what? All right. Let's see if K revealed. [silence] I'm not. Okay. I
26:00
Speaker 1
Ah, let's go to start and then the start search type control panel. Okay, on the control panel after you click that, let's look for network and sharing center or network and internet. Thank you. Click on network and internet. Then after you click that, should be look for network and sharing center. No. No. No. No. No. No worries. Okay. Thank you for that.
27:00
Speaker 2
Okay. Okay, Control Paddle pops up. Oh, I got network and internet. Okay. and I'm not gonna click on anything until you actually say the word, click on it. That way we stay out of trouble Wouldn't with my fingers? Oh.
27:00
Speaker 1
Well, open Network and Sharing Center. On the upper left hand panel of that screen, you will see their change adapter settings. Okay, click that. Then, then after that, you will see your available network connections. Adapters. So, you have their Ethernet and you have Wi-Fi. Right? Okay. Yes, you are right. Correct. Then, on the Ethernet, could we right click on that and let's go to status? Uh huh. Then, after you click on status, then we will.
28:00
Speaker 1
See what's your actual link speed, okay? Is the speed there showing you one gigabit per second or what are you? Okay. That's the link speed only. Okay. That's not the internet speed, that's the link, okay, for your computer to the modem. Then, could we now go to Details? Click on Details on that same page. Okay, thank you, thank you. And so, could you tell me what's the IPv4 address please?
29:00
Speaker 2
yes 1 gigabit I'm 1 gig okay is detail on the same page, or do I have to go to a different location? I have uh property ties disabled diagnose um oh I'm sorry, there it is right there in front of me. All right, detail okay. I clicked on detail
29:00
Speaker 1
Yes, the IPV4 IP address showing up there. Yes. Okay, I'll set your expectations that this 169.254 that something is an APIPA, that auto private IP assignment if your computer is not able to get uh DHCP server uh ID. Okay? So it may be a possibility that your modem is not providing you an internet, but don't need to worry. We may just need to perform other isolation. Okay? So, um may ask instead.
30:00
Speaker 2
for IPv4 auto-configuration, the IP address is 169.254.183.60. I have some other, okay, before I get off this page, there are other IPv4 addresses, [silence] [silence] [silence]
30:00
Speaker 1
It's okay. Uh what's important is the first two octets of your IP address, that shows already that that's an API P. Okay. Because the sub is meno is in Class B. So, meaning, you're not able to go online with this type of IP. Okay? So, I'll I'll be expecting that your IP address should be a public range, since you're connected directly to the modem. So, if this is the case, then we may need to perform power cycle on your modem only. Okay? So, may I ask for your help to turn off your modem, then wait only for about 15 seconds before you turn it back on, so that we can refresh our mo 15 seconds. Thank you. Okay. How is it? Is the mod now turning on? Allo Terry I think Terry, I believe, uh, you're no longer answering my call right now. you you may be disconnected. So I'll be releasing this call instead and process your call back. so this has been Eric again from Linksys customer assurance team and our website is supportuplinksys.com. just using this call instead, Teri, since you're no longer answering me right now. And good bye for now.
31:00