Speaker 1
[silence] Hi Dylan, um I was trying to set up a different Lynxus router for my old Lynxus router um and I'm having difficulties to say the least. Now, I'm trying to replace one Lynxus with another Lynxus. I'm going from a Lynxus ARENA to a Lynxus Hydra.
00:00
Speaker 2
welcome to Lynx's 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. [silence] Hi, thank you for calling Lynx's Technical Support. My name is Dylan. How can I help you today? Okay, uh, just to make sure I got it right, ma'am. You're trying to set up your old Lynx router? [silence] Oh, okay. So you are
00:00
Speaker 1
Mm-hmm. Kayla Kayla Walker. K-L O-W-E-R Um, I don't really care how you spell it though. Walker, yeah. Um Walk walker, yeah. Evee9 307 at Gmail.com.
01:00
Speaker 2
transitioning to a newer one. okay. Don't worry ma'am. I'll help you. set it up. Right. But before that let me just uh create a quick record here. Uh starting with your full name. Your first and last name. How do you spell that one, ma'am? Uh huh. Right, then how about your last name? Walker, right? Okay. All right. And uh how about your email address, ma'am? S"kela".
01:00
Speaker 1
it's EVE9307 Sorry. 9307 yeah yeah The model number is MR5500
02:00
Speaker 2
Let me just repeat that one. It's E. V. A. Y. nine two zero seven. Nine oh two seven. nine three. So that's Echo, um, Victory, Echo Yankee, right? All right, thank you so much for this one, Miss Kayla. And, uh, uh, now I want to um, Tell you, they don't even know what vacation is. I don't know. And uh, now, um, can you provide me the model and the serial number of your Lenosis router? The one that you're trying to set up.
02:00
Speaker 1
You said, [stutter] what other number? Is that gonna be like the, I don't see serial number on this sticker. [stutter] Oh, okay. I was looking in the wrong spot. I kept seeing, yeah, FCC ID. I see it now, okay. 45 A10M28D03027.
03:00
Speaker 2
the serial number um it's the 13 characters I can see the number and the letter. alright. hmm. okay. let me just repeat. it's four five a for alpha. one zero M for mike. I 28. Delta. 0-3-0-2-7. Okay. 4-Kilo. Okay. Alright. Yeah. I'll really appreciate that one, amongst others. Alright. Thank you. And may I also know who's your internet service provider? Charter. Okay. Alright, so let me just finish up this record and uh check your your router's other information here on my end. Okay. [silence] [silence]
03:00
Speaker 1
um, um, So, I've been trying to set it up and I keep having to factory reset it because it keeps not getting, internet. I feel like it shouldn't be my modem. Everything according to my Charter app says that it's working and we recently had Charter replace the modem. However, none of these things seem to be giving it internet. The modem itself says it has internet. When I directly connect my computer to the modem, I have internet. However, the router is not able to
05:00
Speaker 2
okay yeah so technically ma'am you already had this um router before right? M Mth okay. M Mth.
05:00
Speaker 1
[silence] Seems like it's stuck in setup mode, though, because I've gone to set up mode numerous times. I go to my router.local and get on the web page. I'm able to change and add a 2.4 and a 5 gigahertz separate Wi-Fi connectivity and I'm able to change the password and it says, this will make changes on your router. This will load momentarily and then it loads, but it's not working. [silence] It's not actually making internet. So I'm not sure and like the light hasn't
06:00
Speaker 2
I see. All right. Yeah, guys, actually, you still need to configure the router in order for it to get internet. So once you plug it in or reset the router, it will just turn to um, setup mode, which technically, uh mhm. Mhm. So, um, uh, okay. Uh,
06:00
Speaker 1
[KEEP_UNCERTAIN] changed the from purple at all on any of the times that I've done it. So for me, it kind of feels like it's stuck, so I don't know if I'm missing something. Uh no, because once I change it, I can't connect to the new the name and password that I put in. So, the setup one that comes on the sticker is no longer available. And then the name and password that I've put in are not allowing me to get internet, so it's not allowing me to go local. Every once in a while, it does like let me. I'll try to refresh now and see if it's going to be in one of those moods. But I keep getting a lot of just router not found. So then I can no longer do any changes or connectivity. Um, I was able to get in one time and do the factory reset from that end. Other times I've had to do it with the buttons, which is a lot more finicky. Um, yeah, it just says router [silence] not found [silence]
07:00
Speaker 2
the Linksys web interface? okay.
07:00
Speaker 1
like no found it won't register the router when I directly connect it with ethernet it won't I'm literally at a loss like I don't know what else to try to do. yeah yeah I don't like applications that stuff. I mean I've reset it I I've probably I did this last night and then this morning um so I've probably reset it like 50 times like powering wise and I've reset it in the name and the password and changed that and had to like put it back to a full factory reset at least five to 10 times. it it's like I said it has not changed.
08:00
Speaker 2
Alright, no problem, ma'am. Um, so you were using the web interface when you're trying to separate the bandwidth. Okay. Alright. Did you reset the router again? Uh huh. Oh. Mhm. Okay. But uh right now, what's the status of your router? [silence]
08:00
Speaker 1
Ranged from a purple light. even when I get those names changed in there. and the one, there was one time it let me connect. Um, and then it disconnected and it still never changed the light to blue. it still hasn't reflected connectivity. the modem says it's connected. um, which is why I keep going through the factory reset but like I keep getting stuck in the same spot. so I I followed the instructions that I could find online cuz none came um in the box. um, I like I'm getting so frustrated because like I set up my last one with no problems. I changed and adjusted my last one with no problems but lately I've been having issues and at this point I'm genuinely trying to rule out if it's my modem and Charter or if it's the router. Like I said, everything on Charter's end via the app and the web interface looks correct. um, I I've read
09:00
Speaker 2
hmm. hmm. hmm. yeah. mm-mm. . . alright. uh-huh. hmm. now. honestly.
09:00
Speaker 1
I've read some, I've read something saying that the address could be stuck from the old router. So, like, I was trying to figure out that, but I can't figure out I've done full reboots on both systems numerous times. It won't. Yeah, I keep refreshing it. It just says router not found. It won'test refresh it. Yeah. It's a laptop and I'm 2 inches from the router.
10:00
Speaker 2
ma'am. I see. All right, ma'am. I truly understand your frustration, but you don't have to worry. Um, how about this, uh, let's try to access the web interface again. Uh, using your computer you've mentioned, computer earlier. But or not pound. Um, by means of saying computer, is it a laptop or a desktop? It's a laptop. Okay, how about this one ma'am, uh, let's try to reset the router again? Uh, let's work on it from scratch. So let's start from the first
10:00
Speaker 1
Yeah. Like I said, I haven't been able to get it to give me anything but a purple light. [silence] Yeah. Like I said, I haven't been able to get it to give me anything but a purple light.
11:00
Speaker 2
Uh I mean from from the very beginning okay so let's uh reset it back to its default settings and then let's try to configure it again. Yep um is it i would suggest you know pressing and holding it for 20 seconds to ensure that it's properly reset. And then let's leave it for at least two minutes. Yeah, OK just reboot instead of instead of until it gives us a purple light. Uh no worries ma'am, again, i will help you out and walk you through on how to um configure it to become your main router. [silence]
11:00
Speaker 1
Mm-hmm. Are you there? something's happening. it won't reset. So, like I said, I tried to hold it down for the 20 seconds you recommended, and I waited, and nothing's happened. So, since you just asked, I'm now just going to hold it again, because I've found it usually takes me 60 seconds or more to hold it before it actually will reset. because I tried resetting and walking away according to the internet instructions. But then I found a lot of things that were saying you actually have to hold it a lot longer, and I did find that to be the case. So I'm just going to hold it now for a minute. but nothing's happened.
13:00
Speaker 2
How is it? Miss Kayla? How is it? Yes. Uh, did you already reset it? Uh-uh. Okay. Uh-huh. I see.
13:00
Speaker 1
And since I've gotten it back into factory reset several times, um, I know when it looks different. And you do not want it connected to the ethernet from my modem at this time, correct? I'm asking if you want the ethernet from my modem plugged in the router because everything I was reading in the instructions online said for the first step, you don't have it plugged in. But I've tried it both ways. Okay, well, I'll try that again then. I've tried it both ways because everything I was reading said not to have it plugged in for the first step, and then I tried it plugged in, and neither way works.
14:00
Speaker 2
I'm sorry. What do you mean ? It won't connect ? Yes. Um , it should be plug into the ethernet cable from the modem.
14:00
Speaker 1
Seems to get me any different setup. [silence]. [silence] Reset it again. So I've changed the Wi-Fi name. [silence] Factory reset it. This is multiple times now. So [silence] Yep. Well, when it loads it might what has been happening when I do get it to reload. So, [silence] No, I [silence] I think it didn't at first I just held it down for like 60 seconds. Like I told you I was going to and then it might be working. I had a loading screen which is.
15:00
Speaker 2
I see. Um you've mentioned that you have already changed the wifi name and separated the bandwidth. Yeah it should go back to its default wifi name by now. Uh huh. So technically when you press and hold it for at least 20 seconds, uh the light indicator just remained a purple light and doesn't uh provide you any changes at all, under light pattern. [silence]
15:00
Speaker 1
further than I've gotten in a while on the my router so I'm on links of Linksys Smart Wi-Fi.com. All right. I am able to access the router, so I am typing the default password to get in. So now it's loading again and it looks like everything is back to the basic setup. What do you mean? What address did I switch? Um, link? Oh, my router.local, but it goes to links to Linksys Smart Wi-Fi.com. Yep. It just on
16:00
Speaker 2
default settings. Okay. I know what address did you search. What address did you search to access the web interface? Yeah, yeah. Exactly. Should be myrouter.local. And now you're in the login page.
16:00
Speaker 1
automatically changes to link to Linksys Smart Wi-Fi cafe. So it doesn't seem to stay. Yep, I'm on the page. So you can tell me what. Yep. Yeah, you're fine. Yep. [silence] No.
17:00
Speaker 2
Mm-hmm. Mm-hmm. and um did you already enter the the default router password? you're now on the oh okay that's great. All right so you can see all the the um smart wifi tools on the right side and the boxes on the I mean the smart wireless tools on the left side and the the boxes on the right side right? Okay. Um and under those white boxes you can scroll down. Under those white boxes you can see there hyperlinked words like the end user license agreement. Can you see that?
17:00
Speaker 1
Oh, now I see it all the way down there. Yes. yeah Okay.
18:00
Speaker 2
It's in the bottom part. Yeah, in line with the end user license agreement, you can see the capital C.A. Okay, let's click on that. All right, by clicking that, uh it will add uh more information and uh settings on your web interface. So once you click on that, let's go to connectivity. Alright and then under connectivity, there are different tabs, like basic internet settings. On the last part, you can see their C.A.
18:00
Speaker 1
[silence] Yes. Okay. [silence] Is that going to be like my router and my Internet name? [silence] So I want I want it set up like that though. I want it set up with a different name for the 2.4 and 5 GHz network. I want I want it set up with a different name for the 2.4 and 5 GHz network. I want Okay, then [silence]
19:00
Speaker 2
Okay, let's click on it. All right, and under CA router setup, you can see there configure node or configure the router, and it will ask you for the SSID and the password, right? Yes. So that will be your the SSID will be your WiFi name and your WiFi password. Uh later on we will do that. Or now, let's focus on configuring it first to have it go online.
19:00
Speaker 1
It says set up node all right it says your router is applying changes actions performed may cause device to temporarily lose connectivity.
20:00
Speaker 2
Once you... put the password, is there an option to configure the router? Is there an option there? Oh, setup no. Yeah, that works.
20:00
Speaker 1
So I hit okay and now I'm just waiting. [silence] It is showing blue which is refreshing because I know that usually means connected and that's what I know it's trying to. [silence] can you hear
21:00
Speaker 2
[kids speak] All right, so let's just wait. And it will disconnect your computer. All you have to do is re-connect it and look for the new Wi-Fi name and insert the new Wi-Fi password. And then once you reconnect to the WiFi, let's go back to the web interface and then set up your 2.4 GHz or separate your frequency band. Is there any changes on the light of your router? Yeah. All right, it's now online, Miss Kayla. So you just have to go back and reconnect your computer, your laptop to the Wi-Fi.
21:00
Speaker 1
All right. Oh, now it's just showing me a red light. I am trying to connect, but the light did change to red, so I don't know if that's a good sign or not. And my computer still says no internet secured, and it is not connecting.
22:00
Speaker 2
just look for the new wifi password. I mean, new Wi-Fi name and password. It's actually part of the light pattern, but I think eventually it will just go back to solid blue. Let's see. Let's see what will happen. By the way,
22:00
Speaker 1
It's a modem on its own, not a modem router. Yeah, I mean, it's a red light, and uh,
23:00
Speaker 2
A modem, uh, you're talking a modem panel in a modem router. Okay.
23:00
Speaker 1
internet on my computer. It's not showing up. Uh, it seems like I can still interact with the linksys page. Um, yeah, I can still interact with the linksys page, but it says, uh, connected but get secured and then the light is red, implying that it's disconnected from the internet. Yes. Which, honestly, like, I've been a links stand for a long time. I've had this and I am very displeased with Charter on a regular basis and I I recently, like I said, got a new router or a new modem from them, um because we switched away from them for a long time ago. And part of me does question if there is an issue with the modem, um
24:00
Speaker 2
this. Let's go to the troubleshooting mm-hmm . Now there's actually a tendency ma'am that because of the new modem, there are times that
24:00
Speaker 1
Yeah, and it's, what's the, Okay, yeah, then what I'm going to end up having to do is contact them, I appreciate you, you got me at least slightly further was because I haven't had a blue light or a red light I've been perpetually in pairing mode, but I'm still ending up with this. So, so
25:00
Speaker 2
need to have your internet service provider recognize your router from their end, in order for it to get internet connection, so regardless of what troubleshooting that we perform, it should be online by now, actually. And it should be picking up internet already. So, I think it's on your modems' side. Uh, you might need to have your internet service provider recognize the new router, or the router that you're trying to connect to your modem.
25:00
Speaker 1
The only can I uh throw one thing that is confusing to me is like when I plug my computer directly into ethernet that's working. Okay. Well, honestly, I'm just. Yeah. I there's nothing in the interface that allows that without calling them, which means they're going to try and make me pay for it.
26:00
Speaker 2
Yeah. But anyway, uh, once you have this, um, able to, like... Mm-hmm. Mm-hmm. Yeah, it's working, but, you know, um, as what I've mentioned, the, I mean, the, the modem or your internet service provider also needs to set up something from their end to have your router be recognized by the modem. Mm-hmm. It's like, um, setting up the IP or somehow like that, when the, yeah, it. Mm-hmm. Uh, you don't have, yeah.
26:00
Speaker 1
mhm Okay. Well, I will be reaching out to Spectrum and if I have any further issues after I work with them, I will try you back. I appreciate your time. Thank you so much. Thank you. Bye bye. You too. Bye bye.
27:00
Speaker 2
Anyway, we have already set up your, or configure your MR 5500 as as the main router. So, in case that it will be recognized the modem, it will just um momentarily uh go online. Uh huh. Sure, sure, no problem. All right. No problem, Ms. Kayla. All right. You're very much welcome. Have a great day and take care. Don't hesitate to give us a call back. Bye for now. [silence]
27:00