Speaker 1
Yeah, hi, I'm I have a question on, well, I'm, I'm running into an issue right now with my uh Linksys router. So, what happened is, um, my Spectrum was having, uh, you know, a
00:00
Speaker 2
Welcome to link's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be applicable. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling links. Can I help?
00:00
Speaker 1
drop interruption in and out throughout the day. So anyway, and they sent and and Spectrum sent me like a new modem. New of their modem to uh you know to try it out. And I got the modem today and I plugged it in and it seems like you know everything is running at least on the Spectrum side. But when I plug in the ethernet cable to uh you know from the modem the new modem to the Linksys router, somehow it's not letting me I I can see my you know the network name from the router like the Linksys router. But when I try to connect it connects but there's no internet. There's like a you know the little uh the world kind of like orange icon that's on my Linksys that's popup on the screen. It's pretty much telling me that there is no internet connection. So what do I need to do to fix this? I mean I don't know you know is the new modem it's not reading or it's not communicating with the Linksys I'm not sure what to do is there something you can help me with that yes yes yeah yeah yeah I looked at the app I looked at the Spectrum app and they switched my old modem to this new modem so my old modem was Motorola right modem and then the new one is their Spectrum modem and I looked at the app and they have already updated you know the modem and I already activated it so I can get internet using you know directly connected from the modem to my computer however when I connect that you know that wire into the router to the Linksys router
01:00
Speaker 2
Yeah, for that one, sir, for the new modem, did you confirm that that new modem that was sent by Spectrum, that one is already provisioned like is that modem already activated from their end already? Okay.
02:00
Speaker 1
all right, let's see. So, the your number is, okay, your number two one P as in P, one zero C as in C, the number six nine seven eight eight two seven nine seven.
03:00
Speaker 2
Okay. Can I have first your, the serial number of your links is though at least we, at least I know what device you have before I provide you information. Okay. Thank you so much. Let me just pull this one up here. Yeah. All the, my steps are working are working correctly. there uh, yeah, extension, yeah. Yes. I'll go to device manager manager. I can't find this location like this. Because when I choose my link, I think my links saying no vehicle connected. So yeah, I'm basically not receiving the vehicle communication for that particular link. So please if you could also share two most recent communicator file for analysis I can verify more quickly. Okay. I'll keep my both of them yeah, I'll move to communicated file. Okay.
03:00
Speaker 1
I thought it was No, go ahead, I'll let you finish. Sorry about that. Yeah, E-A-Y, E-A-Y, A-8300. Yes, correct. My email is F-R, the number three three, Willie, as in W-I-L-L-Y, the number two three at Ya who. dot com. Williamson. [silence]
04:00
Speaker 2
Mm. Okay, okay. This one, sir, is the sorry, sir. Sorry, sir. All right, for this one, sir, this one is the model E8300. Okay, all right. And then let me create a case ticket first, sir, before we move forward with your concern. May I have, sir, email? Thank you, sir. And first name and last name. They, sorry, sir, what.
04:00
Speaker 1
T a n. Yeah. Link to the previous link to the other one right the old modem right? Uh, so how do I okay? I uh hum I see so, so what's the, so [silence]
05:00
Speaker 2
the last name, sir? Okay. And this is the best callback number in case the call get disconnected. Okay. So for this one, sir, since you have a new modem, um the reason why you're when you connected to the wireless Wi-Fi is because your wife, um your wife is Sir, the uh Linksys router, that one is actually still um associated orwith your yes. Correct. So you need to reset, yeah, you have to reset that one, sir, to remove any configuration. However, it will revert back to its default Wi-Fi name and password. And then, um once you're able to, once you're able to reset it, set it up. So it will create a new handshake or new connection with your new modem. So it will have internet connection. So, um yeah.
05:00
Speaker 1
okay I can I think you're about to tell me how to do it so to in order to reset it do I just press the button on the very back of it yeah that reset button no obbed on the yeah on the on the router right in the background if it's rare and and say reset so if I press hold on to it do I do I do I I'm plug all those router like all ethernet cable like every all the wire first or what how do I I wanna I wanna make sure I'm doing it right so what how do I do it do I just plugin the power and just reset it or do I just plug in all the wire back in doesn't matter okay like
06:00
Speaker 2
Yes, the address that is, um, I think that is, red. [silence] Well, for this one, sir, make sure that the, yeah, for this one, make sure that the router is on and then if you have any other, if you have any other cables or wired at the back aside from the internet that is connected between the modem and then the router, remove that one first and then just remain the cable that is connected from the new modem going to the,
06:00
Speaker 1
Oh, so so I do, I I still I need to put in the wire that goes into the ethernet, right? And the power and the power. Those are the only two wires that should be in, right? Okay. Huh. I I'm sorry. Thank you so much. Sure, that'd be great, if you don't mind. So my question is, when I press the reset button, how long do I have to wait? Is it like a few seconds? Okay, okay, got it, got it. Okay. And then after that, I just do the typical setup, right? Okay. Restart yourself, right? Oh, I see. Give it another two or three minutes, okay, got it.
07:00
Speaker 2
from your email sir I'll send to your email give me three minutes after the phone call and then check your email press the button yes Yeah yeah after that one Yeah Yes, but you have to wait for sir to after you after you reset it after 30 seconds usually the router will reboot. So yes, correct. Give it like two to three minutes before you start with the setup.
08:00
Speaker 1
okay thanks thank you so much okay yeah this is perfect thank you so much appreciate it you too bye bye
09:00
Speaker 2
OK, so I'll send you the email, OK? OK, alright. Anything else? [silence] You're welcome. You are welcome, sir. Thanks you well for taking the time calling Nixxiz. You have a good day there. You take care. Bye Bye, sir.
09:00