V2 Rubric Detail — 2accaf9e-6062-11f1-8…

Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support 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. [silence] Thank you for calling Linksys how can I help you? Okay. What's the

Model number, Sir. Serial number, Sir. serial number, Sir. Serial number, Sir. Pinak, Sir Shriya. SN. Shreya Pal. Art painting. Sir, serial number. [silence]

Let me check sir. phone number uh no sir I actually tried looking with the phone number but the there's no account associated with the phone number. [silence]

Or you can also take a picture sir, and then zoom it out.

I'm sorry. Sorry, sir, can you repeat that Once slowly? Thank you so much. And who is your internet service provider, sir? Mr. actuators. Uh. Okay. Uhm. right, let me just try to pull this one up here, sir, for a while. [ silence] And how many do you have, sir? Based here on our system, this serial number is showing as WHW03 how many do you have? Uhm. three, okay. And then all three of them are solid red. [ silence]

Let me create a case ticket here first sir for record purposes for this serial number. Maybe you can provide me your email address. Can you spell after Christopher for me sir? Thank you sir. And first name and last name, same on the email. And this is the best callback number sir in case the call get disconnected, the one that ends in 7391. Okay, thank you so much. And by the way sir, for this one, what happened prior to it getting solid red? like was there any power outage, internet disconnection? okay, and then you have... um, what modem are you using, sigill? From your from spectrum, like, it's it's a business line modem?

okay you're using a voice sir a voice over internet phone you're using sir a voice over internet phone for the telephone line okay okay

Yeah, but for this one, sir, usually, if it's solid red, um, uh, we only have two factors where it actually goes to solid red. Either there's a power outage that disrupts the connection of the the node, or, uh, second is a line issue or internet, um, interruption from the internet service provider, because if it's solid red, that means that, um, the router detects the line, but there's no internet connection. So, it's like getting, so, um, there's there's a disconnection already from your internet service provider. So, um, have you tried Oh, sorry. Sorry. Um, um, yeah, have you no, not calling them, sir. Um, have you tried to power cycle the parent?

Node, like unplug it and then plug it wait for three minutes and then plug it back in. And also just to verify as well sir Do you have like a computer that can bypass the parent node if the power cycle doesn't work Then we have to verify if that line where the parent node is connected We have to make sure that that line has an active internet connection using a computer. Yes if power cycle sir doesn't work If it's still solid red then um I think it might be best if we bypass the router and then connect a computer wired directly to where the parent node was connected and then check if that line has an active internet connection. That is how we can make sure that there is a

active signal so if there's an active signal then our last resort is to create a new handshake or new connection from your internet service provider which means that we have to do a full factory rest of the linksys nodes [silence] just un yeah just unplug sir and then disconnect

on the Ethernet cable where the router or the parent node was connected. So you need to connect, so you need to disconnect the Ethernet cord that's on the parent node and then connect it to your computer or laptop directly. I'm still here, serious. I'm here.

You can take your time, sir, yes, I'll be here. [silence]

Yes, I'm still here, sir. So you you connected already your computer. [silence] Okay.

As long as it's solid blue, sir. Okay, but you connected already. So your computer are did you connect?

So, it shows you the Wi-Fi name for the Linksys. That means say that the router is booting up. So, we just have to wait because you just plug it back in, right.

okay where for the orange serve that means that um did you connect an ethernet cord already to the linksys router usually so for which part is it blinking orange silence

Like, for spectrum, sir? Where is it? I think for spectrum box or modem, you have like an indicator if it's internet LED or power LED. Do you have that option on the modem? Is it the second LED light, sir, from the top or what? Well, I cannot.

Telus or do for the I think you're referring to the Internet port at the back of the modem. Is that the one that's blinking orange? That's, sir, a plain modem or a modem router. The box that you have from Spectrum. Is that a modem router that you have a built-in Wi-Fi or that's just plain modem only? built-in Wi-Fi. Okay. Because so far, sir, on this one, um, we can only verify it by connecting your computer wired directly to the modem. Modem. So, that is where we actually bypass the Linksys router. And then, power cycle, possibly the laptop if the laptop doesn't detect any ethernet cord to refresh the connection. And then once it detects, then we'll try to access any website where we often visit because even if it's solid blue, there are times that modems or routers, if they're solid blue, Yeah, that means actually online but it usually For example, with a WHWH03, we have cases that it was solid blue. They can connect to the Wi-Fi but once connected to the Wi-Fi, it shows no internet because the router was able to detect a connection or a was able to detect the cable from the internet service provider. However, there is no signal. So there's The modem isn't sending any signal to the router even if it's actually solid So, usually, what we do on that one, aside from power cycle, we connect or bypass the computer, and then check that computer if it detects the Ethernet line. If it will detect, we'll access, we'll try to access any website, and then if you're able to get online connected to the modem, then that means that the modem is active. And then if the modem is active, then we'll proceed, start with the lynxing router. That is where we reset and then reconfigure the lynxing nodes, so they'll be able to create a new handshake and new connection with your internet service provider. That is when we actually verify that the modem is active, because even if we, even if how many times we power cycle it, how many times we reset and then reconfigure, if there's no active signal from the modem, we won't still be able to connect it to the internet. So, usually, we contact our internet service provider.

Yeah, connected yet, um I can send you an email step by step. Once you confirm that the modem is active with your internet service provider, just follow the step-by-step on how to do a full factory reset and then set it up. I'll send it to you via email. Uh yes sir. What I have sir, I'll just like to make sure if I got it spelled correctly. Uh that is C-H-R-I-S-T-O-P-H-E-R-C-L-Y M-O-U-T-H@ gmail.com OK. All right. So yes, I will send it to you step by step. Sir. So, um I give me maybe three to five minutes after this phone call. So, I'll I'll provide it step by step. Then you can check your email after five minutes. But while wait, but while you're waiting, you can contact your internet service provider to make sure that the modem is active. Okay. You're welcome, sir. And if anything else, yeah, just give us a call. We're open up until 11:00 PM EST. Okay. You have a good day, sir. Okay, you take care. Bye bye.