V2 Rubric Detail — 2b64c522-7b24-11f1-8…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Eric from Linksys Customer assurance team. May speak with Shirley? I'm fine. Thank you so much for asking. How about you? Are you able to contact? Okay, thank you. Okay, okay. So, are you able to contact your internet service provider and they already provided you their credentials to access their modem? Okay. So, if you have that then we can reaccess the setup page of your modem but, if I may ask, were you able to access it, before losing your connection? No? Yes. Can you share the modem information? Brand of it? Then we can help you from there. So, do you mind if you send that over?

okay, so we'll try, okay, now, by the way, again, this call is recorded for quality assurance purposes, okay, so, okay, so let me just double check my notes here, I believe the IP address was, let me just check what IP address we are using last time, okay, okay, so, open up a browser and make

Sure, before you open up a browser, are we connected to your SSID, which is just OBIS-4C12? Not the underscore EXT because that's your range extender. Let's access first, let's access first, the modem, okay? Let's connect first to OBIS-4C12. Are you near the modem right now? you're mobile phone. OK, thank you. Make sure that you're near your modem router first. OK. OK. no worries, take your time, be extra careful there. OK You mentioned something Shirley I was actually like documenting earlier huh what was uh okay okay silence If you're in Europe 5 G it's a different uh carrier what we wanted to connect to.

thank you and the router is it still the same as 1 92.1 I think. thank you. okay so let's now open up a browser and let us now type on the URL 1 92.1 6 8.1 1. 1 92. okay 1 6 8 1.1

okay, so you're.. are you now prompted with the are you prompted now with the login screen for your OBIS- yes amazing, it's great! okay please type in whatever whatever your..

[silence] Are we now inside? Okay. Oh, okay. Is there like a counter there like how many times you access because if you're if your internet service provider from dialogue provided you with the username and password, usually if you're accessing your router setup page, the username is admin by default, usually or root then or user.

Um, actually, uh, that, that authentication is actually just for you to make sure that you are really the, the right user accessing the setup page, okay? Then are we in site now of the setup page of your device? Okay, thank you. Uh, follow whatever password you have they have provided, if it's uppercase, lowercase, follow everything. It's case sensitive. Yes. Uh huh.

Usually it's admin by default, okay? Unless, uh, that's, that's usually by default, uh, if you base it on our links as devices, but if whatever, uh, your dialogue, ICS provides.

Try admin. Try Ad Min first, okay? Or maybe your dialed ISP might have misunderstood what you wanted to ask. Maybe they provided you the wireless settings instead of the Admin username and password. It might be a possibility only, but don't worry, okay? We'll try first. We may be able to access. Okay. So, Shirley? Okay, Shirley. If there's like a prompt, I just don't want to for you to experience like a like lock out, okay? Because, for security purposes. Okay. Okay. So, after a minute

Yeah, don't worry. Don't worry. Okay, it happens. It might be just like a misunderstanding only, okay? It happens. Okay, like, Mm. It's okay. If it's still the same issue, Shirley? Don't worry, okay? This is what we need to do as our next step. Okay. But, uh, well, trying to find for the password, how was your range extender? Is it still solid blue? Is it still solid blue? Okay. So, so actually, our goal actually last time is, uh, for me to properly check the actual software of your device, okay? For me to really make sure if everything is.

Okay. Okay. Okay, thank you. And for the password, Oh, just like, uh, Well, you had it first set up, correct? The last February of this year. That's great that, uh, you have the, um, that you noted them, okay? That's good, okay, just follow everything. If it asks you to wait for a minute after a wrong password attempt, just yes, let's wait for a minute, then if it's ready, okay? Then let's attempt again to access your wireless gateway web user interface.

It's a long password. Uh usually, if it's copy paste, I also encountered issue with a copy paste because sometimes when we copy paste there's another character word we add. Yeah. Yeah because sometimes the copy paste will add another character, especially it space. It will be counted. And it will not be the same. [silence]

[silence] [silence] [silence] Mhm not necessarily because just like with our router, we have different passwords, okay? Password for accessing the router setup page, which is the router administrator password. There's a password for the Wi-Fi and a password for, you know, if you have an account, so there's a lot. But if you have labeled them that this password, user name and password is for your wireless modem router, then that's the one that we need to follow. okay. Okay. Don't worry. Shirley. Since we also have devices, okay? And I don't want you to experience a lock up, okay? Because it may not like show there. Because ours is really clear. Like, for example, when you have a failed attempt on accessing our router setup page, for example, you have five attempts that you have to use, but if you're able to use those, you'll be lock up and it will then entail to perform a reset and reconfigure for you to really access it again. But we don't want that to happen to you, okay? So, um this is what we need to do, Shirley. I know everything is working fine as of the moment since we had it uh two days ago, okay? And I appreciate your help. So,

The only thing that I wanted to do was to really check the settings of your range extender. Okay? But since everything seems to be working fine as of the moment. So, when you have the time, okay, you can just call again, uh, uh, dialogue and maybe there's like a misunderstanding. Maybe they provided you with, uh, settings. So, uh, try to ask them like, uh, Linksys was trying to access the web interface of, uh, Ovislink, because that's not their device. The main purpose only is for Linksys to really get what's the new IP address that was assigned to their Linksys range extender. And if we, we get that, then at least we'll be able to target the particular device, which is the range extender to for the Linksys technician to access it and view the settings.

OK. And pretty much that's it. So in the meantime, um, again, this is not, not really like, uh, crucial, okay? Uh, like really needed. Okay? But if you have more like extra time, you may contact your Internet service provider and gather their, uh, credentials. And you may be able to ask for their help. Like for example, uh, can you assist me or now really to access it because I might typing it the wrong way and they can verify the password that you're typing in and once you're able to access, then, uh, that's a proof and you can then edit whatever username and password you have there on your notes so that you can able to correct it the right way. OK. No, we cannot because, uh, we tried that one last time. [silence]

But we don't have the IP address yet of your range extender that was assigned by your Ovis link because the Ovis link is the main device. That's the HCP server. It's the one providing IP address to any devices connected to it. If IP address, you are correct. Yes, because then if you have that, that's the one that you we will access. Instead of extender.linksys.com, we will open up a browser, but you will be connecting to the extender name, which is the Ovis_4C12_EXT. So that you are connected [silence] to the IP address of the range extender. And you can access it either through the browser. [silence] [silence] either through looping to it through the browser, [silence] linking directly to the IP address. [silence] And then once you're [silence] in the local browser, you may check the setup you can go with the online setup, but again, it's a little kind of annoying. [silence] Yeah. [silence] So, [background noise] if with the IP dot, you have to go to the local browser, right? [silence] [background noise] [silence] Okay.

connecting to the RNG standard then access its IP address because the

Mmm. I see. So, uh, please, uh, confirm. So, you are able to go to YouTube or any other websites, but, ok. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Yeah. [silence]

Okay. Okay. mm-hmm. Okay. Okay, then if that's the case, because your TV is similar as your mobile phone. Similar as a laptop, and you need to make sure on which network you are connected to. Okay, because it might be a possibility. Because it might be a possibility. Uh.

Okay. Okay. Okay. Okay. Okay. Uh huh. It says Prime Video, right? That was Prime Video, right? Don't you? Uh huh. It says Prime Video, right? That was Prime Video, right? You asked me. How about... How about Netflix? How about Netflix? Netflix. Do you have Netflix app in your TV?

Is it Netflix? Is it in Netflix? Netflix works. Okay. So

Okay. Uh, let's go back to your Prime Video. Let's go back to your Prime Video because we haven't done that. So, Netflix is working. Let's go back to your Prime Video, okay? And you also mentioned that, uh, Hbox. HBox. uh, doesn't network as well. HBox. Okay. This is not the this is not the HBO, right? This, uh, Hbox. HBO, Yeah, like, something like it has torrent, right? Like it's also updates. Okay. How about HBO? Are we able to play HBO?

uh, yeah, uh, yeah, let's try it out, because, uh, we're, we're testing.

I just do was. Okay? That's okay. No wonder why, when we check that last time, okay? Correct me if I'm wrong. I mean, when we turn off the range extende, your mobile phone on that exact location of your, your phone, your range extender, you're getting one out of three bar. Out of three bar. Out of three bar. From your mobile phone. Okay. So, it is similar idea with your phone. Okay. For example, if your mobile phone is on the same location or in the same room, same room,

Your office link. Of course, you'll. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Don't worry. Huh.

Okay. Let us just do an isolation first. Okay. That's what I was telling earlier. So we have different wireless sources. Okay. So we have here, the source, which is your obvious link, which is your main source of connection. And the range extender is just an accessory of your obvious link so that it can extend the signal because, yes, because one device cannot extend like infinite. Okay. There's like a range, okay? So, let us say, this mobile phone, if you're in the same location with your obvious link,

So of course you will be getting full signal strength because you're close. Okay, and if you have full signal strength you have much higher internet speed. Okay. Then if you move farther from Ovislink, let us say no range extender yet, okay. So if you move farther from your Ovislink, of course your signal strength that you're receiving from Ovislink will get weaker. Okay. And so if the signal is getting weaker, of course the internet speed will go slower. And if you move farther more, then you'll get a very weak signal strength and of course the internet will be affected. So let us say, from full bars of three going back going then to two of five bars if you move farther, and then you're now getting one out of three bars. [silence]

Okay. Okay, and you're connected to Ovaclink dash 4 see 12. Okay. Okay. Okay. So, if you're Okay. and you're connected to

Okay, actually I was trying to explain to you, Shirley, actually Shirley, I was trying to explain to you earlier because I already, um, understood your your question, like what's happening. I was actually trying to explain and I was not yet finished. Okay? So it's okay. So I was actually trying to explain, uh, in proper detail. Okay? So I understand that you mentioned that you're range extender, solid blue, you're connected, okay? But I'm just going to go directly with the with my answer instead. Possibility here is your extender might be getting weak bandwidth, uh, slow bandwidth from your source because it's far and not to mention when you mentioned to me, you have two walls. Okay? I'll set your expectations that if there's 100% signal from the source, by average, just by average, okay? That means that it's

from your source and that might be the reason why certain apps were not able to properly play or you may be connected to your range extender but you're not able to get the proper internet so our Okay. [silence]

Uh-huh. Yeah. Uh-huh. Uh-huh. Uh-huh. I understand clearly [silence] I really do understand because it's actually I've been doing this a lot of years already. Different devices, access points, routers, modems, range extenders. Different marketing strategies.

models, okay, different, like, standards from old standards until the latest standards, okay? And, but the core concept is still the same. Core concept is still the same, okay? And the one that I'm explaining to you earlier, because you're asking what seems to be the concern, okay? Then I'm trying to explain in in a proper way that, because I can just move ahead to just perform reset, but I want you to understand what we are doing, okay? So, we understand that, yes, we understand that you have your, like, your topology that you provided to me, okay? But I already informed you that we may uh move your range extender closer to increase the bandwidth, okay? But in the meantime, I already have verified that your TV is indeed connected to your range extender, because we check on the network connection, you're connected to not your

OK, I can also educate. Yeah, I can can also educate you what we're going to do and this is what you need to do, okay? And I can show you like the link speed at first, the bandwidth, and when you move your computer to another location, and this is now your bandwidth before it was 100%, now it's getting slow, at least it's thematic and you'll also learn from it, okay? And you'll understand how our range extender works. OK. So, in the meantime, okay, I I really wanted to understand your range extender, as that's the one that we we have uh two days ago. But since there's a variable here that I don't know yet the IP address of your range extender, because if I'll just.

go ahead to reset your device and reconfigure, it may have the same scenario that we did not get the root cause of the concern. So these are your our other options, okay? The ones that I we're trying to to do that's what we'd agreed. Once we get the username and password for your office link, then we can properly check what's the IP address of your range extender, so since it's a direct IP, then we can access it. Same as your office link. Its direct IP is 192.168.1.1. Because if you try to access it using 192.168.1.2, you cannot access it because it's a different IP. So the one that you need to do is what is the IP address of your range extender that was assigned by your office link, but we cannot see it because we cannot even access

The web interface of your office link, okay? So once we have that, that will be a faster way because once I get access to the range extender, I can properly view all the settings, then I can properly see what are the signal strength there. And if I see that the firmware is already the latest, we don't need to do any update. We might just need to, okay, relocate this closer. That might be our solution, okay? Or, we can also perform reset and reconfiguration, but again, as what I mentioned to you, it may not address your issue with the prime video in X-Box, okay, or H-Box. Yeah. Okay.

[silence] Okay. So, uh, thank you for that additional information. And you're in a trailer, so it's like uh uh uh like a van, right? you mentioned trailer. It's like a moving house mobile home. Okay. So I understand. Thank you. I understand that it's uh uh a great uh asset. Okay. You can't just a mobile home, you can bring it anywhere. Okay. But so it's still comprises with metal, okay? Then you understand that electromagnetic signal is uh is electromagnetic. So if if it goes through a metal, usually, most of its energy is absorbed by the metal, because the metal is conductor. Okay? So there's a lot of things that we need to consider, but don't worry. Uh the only thing that we need to do here is uh we just need to ask for your help first for us to do that so that it will be a lot easier for us to pinpoint the root cause. Okay? Then then once we have that, at least I'll be able to properly see that your range extender is really working and everything is okay on the softer, but as what we agreed, if I find that the firmware is not the latest, then we are downloading it, we can then just proceed with up. But if you have a computer, as what we mentioned, it will be really elegant and very educational for you because we are doing it together. Okay? And we can connect your computer directly to your modem and we can access it and I can view the settings of your modem. Again, we don't need to do any changes. It's just a viewing mode, but at least we'll be able to, click the right button.

okay, no need to click save so that there will be no changes, but I understand if you don't have a computer then I will not force you with that, okay, that's a reason why we can just. again, uh, I'm not forcing you to do that, okay, because I know, even me. I have neighbors that I don't borrow from them. something like that, okay. Oh, okay, it depends. Oh, I see. Okay. Okay. So again, it's not it's not really a compulsion for me, okay? It's just like a great way for us to have like a and in the meantime as well, uh, Shirley, is it okay with you, you can uh, maybe draw it, okay? Like your topology so that I'll I'll know like for example, yeah, just an estimate. No need like a really scale, okay? Just just an estimate like starting from your modem, you draw your floor plan going to like draw like how many walls in between? Like there's like a like uh something like a an area there, then going to your trailer and label the devices like, for example, the access point, your TV and your range extender and your trailer, something like that.

And just an estimate like distance, not really like exact, okay, there might be tolerance there. Something like 20 to 30 feet. Yeah, something like that. Yes. Yes. Wow, amazing. So, because if you have that, then at least I'll then be able to have like a way of when I contact you, that's how we discuss, okay, so this is how this is where the range extender, and I believe there's still an area here. Can you move it closer to ObisLink? Something like that when we have the floor plan. So, okay. And yeah, I appreciate your help. Uh, yeah, that's great. That's a great plan, okay? So, because what we're doing right now, surely, is really going to pinpoint and locate the root cause, okay? Uh, wow wow mhm yes that's a great plan I appreciate that not yet no worries okay I appreciate it I appreciate appreciate your cooperation okay so that's a great plan so no worries okay it's a teamwork process okay because without us communicating properly then we're not be able to like resolve even the second step okay so it's really a teamwork process okay so yeah yeah agree agree i appreciate yeah okay so uh as i agreed okay i'll be sending you another email for on that email it contains their like i'll be asking

Okay. Like, not really exact. Just a free hand, okay? Like your floor plan, okay? And the device label, uh, where's your office like is located and the TV and your range extender. Uh, we'll include your trailer, okay? Then in that way, we'll have a proper estimate. Okay? Okay. So, if I, if I'll do follow up, uh, same time frame, right? After six? Wow, that's, that's great additional information. Okay.

OK, so, Wow, that's kind of you. So Nina, what's important here is, I'm really glad if we're resolving the issue. Uh and also, if we are able to understand each other what we need to do, that's a really a great start. Okay. So, my name again is Eric Shirley. You're level two technician and you can also visit our website support.com. Wait for the email that I'll be sending, so that you can respond to it and attach your floor plan, okay? Okay, so have a great day again. Sherry. You too. Okay, and we'll have the email. We can communicate anytime for that, okay? Okay. And and

And goodbye again Sherry. You too. Okay. Bye bye.