V2 Rubric Detail — 2a350bce-68e3-11f1-a…

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You can also connect with other users for tips and guidance at Reddit.com/r/Linksys. Thank you for calling Linksys to Smith. How can I help you? Okay. If you don't want to proceed with the payment, we can send you an email instead. That email contains instruction and how you can fix the router's issue. That's the only free service we can offer. Yeah, you need to tell me first

d assign here that it's already out of warranty model number MX 55 EC3 uh the main linksys device Jaki the one that is hardware to the main note is it solid blue what's the color yes the main one that is hard wired to the modem. side you write? you Okay check your Wi-Fi list first for me to know what exact email I need to send you I mean what exact troubleshooting that you need to go through. Check your Wi-Fi list if there's link says or I mean velop set up Wi-Fi name. Okay so at least there

Wi-Fi ti should broadcast and it's the one you need to check right now. Go to the settings of your phone. Go to Wi-Fi and check if there's Velop setup Wi-Fi name available that is locked. Velop setup. [silence] Yes. Phone Wi-Fi setting. There's no Velop setup Wi-Fi name on the list. [silence] Uh. Based on the Wi-Fi that is uh that are

available right now, there's no Velo setup name. OK. That means your link says it was not reset because if it was reset, the WiFi name, its default WiFi name will broadcast. So it's just really off now right now, not because someone reset it, but it's because it's no longer communicating to the modem. So but yeah, I'll just send the email then to you, Jackie, once this call will end. You'll receive it within five minutes. And just to make sure, is this your active email address? It's sisjlantrol.com. Is that correct? OK. And who's your internet service provider?

Okay. All right, then. So yeah, I'll send the instruction via email. If ever it will not work, you can still try to call us and let us know what happened. We can then figure it out if it's already defective or not. We can then think if you'll proceed with a $15 charge for troubleshooting. All right. Uh one five only: one five. $15 only. Yeah. And it's one time. Yes, correct. One R.

Well, since you can still see your original SSID, that only means the settings on the mesh router are still, I mean, it's still saved. So it doesn't matter if, uh, you mess up the computer. It will not affect the Linksys device. So it's not because of your, uh, computer there why the router goes offline. There is really something on it, the reason why it's not providing internet right now. [silence] No, it will not affect our Linksys device, not unless if you access the settings of the router and made changes. And that's the time. It will really affect the Linksys device.

That computer that you have is it hardwired capable? Does it have an ethernet port on it? Good. Uh, while waiting for the email, Jackie, you can actually try to bypass the linkass device and wired instead your computer directly to the modem to see yourself if it's Spectrum's issue why you don't have internet connection. By connecting to their modem. Addh. [silence] No. You just need to check if the modem's connection is still okay because our linkass is dependent on it. It's offline right now, so there's also possibility that the modem is offline. By connecting your computer wired directly to their box, you can then check if [silence]

Is still online or offline, if it's offline, you can try to reboot the modem, one minute max you can turn it back on. If ever the computer is still offline, call Spectrum after let them know that you wired your computer directly to their modem and is offline, so that they can uh send a signal back. If ever they will, oh, sell is really working, yeah. So if they already confirm it's working it's nice if you can check it by yourself, but, [silence] yeah.

Connecting your computer directly to their modem, because they're checking it remotely, so it will be better if you can also check it at your end by connecting a computer wired to your modem.

Right now, you can check first the modem if it's active or not. so let me, you can search online. just bypass links and connect your computer, wired directly to the modem and check if you can search online. Are you wired now directly to the modem? Okay. I, it's fine. [silence]

oh that means there's still no connection you can actually try to track the cable that is plugged into your computer where is the other end connected to if if it's on link sys or if it's on the modem okay alright so you can try to reboot the modem for one minute Jackie and plug it back in once all the lights are lit up on the modem try again to search anything on your computer if it will not work you have to call again spectrum and let them know you confirm at your end that you're not receiving uh you're not receiving any um internet or you don't have internet connection I'll send still email to you Jackie just in case your modem is bad.

I'm back online, but links is still offline. I'll just send it to your email address. Uhuh. Okay. It's the gateway. Uhuh. So, uh, your daughter actually, um, wants to I mean, just to inform you that your modem is not just a plain modem. It's a combination of modem and router. So, you uh M. ahus. ah, okay. It's, Oh, I see.

Mm-hmm. Okay. So yeah, because having a plane modem, you really need to have a router, and that's the mesh system that you have there, the MX55, I mean, yeah, the MX. That's your device, right? MX55, E3. I see. Okay. But this time, it's the main one that is having a problem. Without this one working, the other two extenders will not work as well. Oh, I see.

So, Mm-hmm. So what you need to do after this, call Jackie is to reboot the modem for one minute, and once it's all lit up, fully rebooted, check your computer again if it can search online. If if it cannot, then contact Spectrum and let them know. All right? Uh-huh. not from our router. You need to check the main source first. Not unless if it's already online, you can reconnect everything back the way it was. Yes. Yeah, uh-huh. I know. Mm. Mm. Mm. Mm. Mm. Mm. Uh-huh. Mm. Mm. Mm. Mm. Well, then I'm Transcribe.[silence]

Make sure your Linksys router will be online so that your money will be worth it. We're open anyway up until 11 PM Eastern time, so you can call us back. You're welcome, Jackie. You take care. Bye for now. Bye-bye.