Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. This is Ellie from Linksys technical support. Okay. So do you have earlier? So, um, I'm sorry. Okay. So uh can we make sure that the iPad is connected to your let me just double-check it. What you have is the MX 6200, right? It's a yes, develop pro 6. It's a little white tower with a um a teardrop uh feature. Yes.
00:00
Speaker 2
Yes. And I'm trying to... Right. I'm trying to... I'm trying to get to that address that you sent on my iPad, and it's not working. No, I have... No, I have... Developed Pro... Yes, that's the one that I... That's the one that I have.
00:00
Speaker 1
Okay. So, and the I mean, its wifi name is linksys 26. Okay. Can we make sure that the iPad is connected to that network name, please? Can you go to the settings of your iPad and then go to wifi settings and check? Uh huh. And what browser are you using, sir? Okay. Chrome. Um, the Ah, yeah, cuz though it doesn't have any, I'm sorry. Oh, yeah, as you've mentioned, the router is currently offline because it's actually still showing red.
01:00
Speaker 2
yes, it's connected to that. [silence] uh chroma. Now, now it says no, now it says no internet connection. There's a, there's a there's a blue check, but it says no internet connection.
01:00
Speaker 1
but uh let me uh, by the way sir, can we do a uh close check on the URL bar from your Google Chrome? that should be http://my router.local oh, .info oh okay, the screen is blank or can you try 192.168.1.1? [silence] and can you try using it? yes, this can uh
02:00
Speaker 2
Now it said, my router.info, that's what it went to, but the screen is blank. says this connection, it says this connection is not private.
02:00
Speaker 1
OK. Can you see an option to click on continue or proceed? Yeah. Click on that one, sir, please. Click on show details and then there should be another option for you to continue. OK. Please continue in the website, sir. Yeah, 'cause the reason why I'm asking you this one to access the router settings, sir, is maybe the firmware of your router is not fully updated, because it can actually cause some issues, so that's why we need to access it. [silence] OK.
03:00
Speaker 2
It says show details. It says to learn more. You can view the certificate. If you understand the risk, you can visit the website. And the light on my lens is is white right now.
03:00
Speaker 1
So, um are you already on the website where you need to log in or? Like what do y- do you see on your screen right now? Okay. Yeah. Can we? Yeah, can you try using your computer?
04:00
Speaker 2
[DOWNWEIGHT] okay, no, it won't go to it. I'm trying to do it on my computer, but on the laptop or the iPad it says this connection is not private. This web site may be insecure. 8192.168.1 learn more. You can view the certificate. If you understand the risks involved, you can visit this web site. So when I click on visit this web site, it says are you sure you want to visit this web site? Cancel or visit. So I click on visit and it's not doing anything. [silence]
04:00
Speaker 1
Okay. Okay, let me just, oh, by the way, sir, did you just perform the reset on this router again this morning or? Okay. Okay, one moment. Let me just go ahead and check on my resources real quick. So, um, right now, sir, the links are
05:00
Speaker 2
And that's not working as well as it is scrolling. No. Look, this morning, I did like four times.
05:00
Speaker 1
[silence] but can you confirm if you have an internet access? [silence] Okay, thank you so much. [silence]
06:00
Speaker 2
Yes. I'm trying to open the links, this app on my, um, I pad. And it says it's gotten to gotten to the point right now where it says 'Linksys'. So I'm just waiting to see if it will open up. But, if I try to go, if I try to do the 192.168.1.1. Let me see. It says 'Advanced'. Proceed. [silence]
06:00
Speaker 1
okay, um does it shows like the upside? Okay, so it's still loading up. So let's just wait for it.
07:00
Speaker 2
It's slowly coming up on both my computer and my iPad, but it's not there yet. I lost it on my computer.
07:00
Speaker 1
Okay. So let's wait for it. And can you maybe try to reload? uh, reload it from the computer? Okay, thank you so much.
08:00
Speaker 2
But it still says it's trying to connect on my iPad. I'm trying to do that right now On not verified
08:00
Speaker 1
[silence] Okay, um is it still um buffering? Like it's not [silence] okay. [silence] Okay, um what password is it asking for? Is it asking for a router password or an email? Okay, okay, router password. So, uh do you remember customizing this router password before? And it, um it only like brings you back on the same page, right?
10:00
Speaker 2
uh yeah it's actually on my computer I'm trying to put in my password, but it keeps reverting back to it keeps reverting back for me to put it in. Yes, router. Yes. Yes.
10:00
Speaker 1
you did the reset router password please. Okay you can do it one more time but if it's still not going to accept the password let's do the reset router password so that we can avoid being locked out. Okay I'm sorry. Yeah those recovery key form yeah those recovery key information can be found under the link it's right there.
11:00
Speaker 2
Okay, just a... Well, I'm on it on my phone. But it's it's asking me for a recovery key. On my laptop. Okay, just a second.
11:00
Speaker 1
so you are on the app but it's showing an errormessage okay so you're in the app so let's just use the app for this one because we just really need to check its firmware so uh please click on the three bars [silence]
12:00
Speaker 2
I'm actually on my phone, I'm actually, and it says unexpected error, Ajax error, but I'm in the Linksys app on my phone. [silence] On my computer, on my iPhone that I'm speaking with you on, I'm in the app.
12:00
Speaker 1
on the top left corner and then click on give me a second okay I mean so can we go back to domain dashboard and click on nodes no hello sir okay
13:00
Speaker 1
A while waiting for it. What was the error message again? That shows on your computer? Okay.
14:00
Speaker 2
Just a second. It says underscore Ajax error. We've encountered an unexpected error. If the issue continues, please visit our technical support site. [silence] I turned off the Wi-Fi on my [silence]
14:00
Speaker 1
Okay. So, uh, let's just uh, wait for it and then let's because I just really need to have the information especially with the, um, firmware version of your MX-6200. And I also need you to send uh, like I said, awesome information, especially with the network information. That's
15:00
Speaker 2
it's it's working now on my phone and it says internet router and then there's a carrot going to the right. [silence] The firmware says that it's up to date. It's 1.0.14 point 216-738 and now the light on the Linksys is red again.
15:00
Speaker 1
Okay. Sir can you give me three to five minutes? Let me just put the call on hold. Guess I just really need to check on something here from our, from my resources. Okay? Just please stay on the line. Hello, sir. Yeah. Thank you so much, by the way, for patiently waiting on the line. So, um, so this computer that we are currently working on, um, that is connected to your Linksys router, can it also work with a wired connection, Okay. Instead of putting in the wire, um, sir, or this a LAN cable directly to the Linksys router. Can we transfer it and put it directly to your modem? Just for the meantime. Uh, just remove it the connection of the modem and the Linksys router. And instead put in the wire connection of the laptop directly to your modem. If uh, we're about to run a ping on the directly from your modem, sir. Okay.
16:00
Speaker 2
It's wired. Okay. Okay. I just did that. Yes. Okay. Okay. It's just a second. Just a second.
19:00
Speaker 1
Uh, space ping. That's P-I-N-G. Yeah. Um, space ping, P-I-N-G. And then space google.com. And then just hit enter from your keyboard. Okay.
21:00
Speaker 2
Okay. What do I type in? I cannot understand what you're saying. Can you say it again? Okay. Uh-huh. It says, ping request could not find host Google.com.
21:00
Speaker 1
How about with this one, sir? So can you type in instead, uh and, a couple of: IP config. All. All. All. Ell. All. No, sir. All lowercase. FWD. Slash. IP. IP. IP config forward slash all. And then just hit enter, please. OK. So there should be a lot of information that will show up. Please look up.
22:00
Speaker 2
Okay. Slash what? So a hyphen or no, you said no, okay. Okay. I did that.
22:00
Speaker 1
to provide any IPv4 address. Okay. Give me one moment. Uh oh. You see it?
23:00
Speaker 2
Okay? There's nothing that says what you just said. It just says media state. Connection. Specific. DNX. Description. Physical address. DHCP enabled. Auto configuration enabled. No. Oh I see it.
23:00
Speaker 1
the IPV 4. Okay. Uh, one more. Okay. Um, Sir, can we please, uh, turn off your modem and then turn it back on, please? Yes, it it should be receiving an IP address. But now, but since it's not, uh, giving any information, we need to turn it off and then turn it back on.
24:00
Speaker 2
IP you said the IP for. There's a V-6. There's not a V-4. Okay. I have the, the, I found the IPV4 address. it's um you need that 192.168.1.130
24:00
Speaker 1
[-10.027] Okay. [-5.467] 192.168.1.130. [-2.767] And, [-2.147] and sir by the way, [-1.247] can you give me the name [0.167] or the model of [0.677] your modem? [1.477] Okay. [2.047] Okay. [-4.67] Thank you so much.
26:00
Speaker 2
Hello. The model is ET0225.
26:00
Speaker 1
Okay, one moment. Okay, um, sir, can we run another, uh, pings, sir? On the command prompt. Uh, still on the black, um, tab. That did appear. So, type in. Ping. Space. 192.168.1 130. And then just hit enter. Uh, okay. Thank you so much. Okay, thank you so much.
27:00
Speaker 2
And that light is red again.
29:00
Speaker 1
Mm-hmm. Okay. Uh, sir, can we make sure sir, please, that the computer is directly connected to your modem? Because the IP address, oh, okay, because the IP address, sir, that you're actually receiving is, um, it should not 192.168.1.130. Okay. Mm-hmm. Yes, sir. Put it directly to the modem, sir, the Ethernet cable. It should not be connected directly to the Lynx router. It should be connected directly to the the
30:00
Speaker 2
it is So did you, I put everything back the way I originally had it. Do you need for me to take the, the computer, ethernet cable and put it directly into the modem?
30:00
Speaker 1
the modem, because we need to get an IP address directly from the modem. So, remove the ethernet cable running from the linksys router directly to your modem, or it's much more better to turn off the linksys router first. Yes, sir. Do it, do it again, run the IP config. Yeah, first, we need to do it. what in first? The IP config slash all.
31:00
Speaker 2
Okay. I mean do you want me to do that same thing again.
31:00
Speaker 1
okay so if you do that the IPv4 address is not showing okay so if that is actually the case then there is really a problem with your modem okay so we should be receiving an IPv4 address once the computer is connected directly to your modem but now since we're not receiving any internet directly from your modem so the problem here is not with your linksys router the problem actually comes directly to your modem
32:00
Speaker 2
Nope. I just called them and they said that there was nothing wrong with it. And I was on the phone with them for 30 minutes and the lens light is still red.
32:00
Speaker 1
Yes as we did actually check everything, sir. So, maybe you need to contact them and maybe or maybe like, you know, they can deploy a technician directly to your location so that they can, you know, check it. Because the router. Yes, sir, the light will still be on red because this linksys router always depends on the modem. Now, if there is a problem with your modem, then the linksys will also not work. Yes, we did directly connect your computer to your modem and it's not receiving any internet. So, this is actually the reason.
33:00
Speaker 2
I understand, but I understand what you're saying, but the light on the linksys is still red. If it were something with the, with the Spectrum modem, the, the lights would be off. The light on the linksys is red, and it's been red for like the last two hours.
33:00
Speaker 1
Sir, why [silence] your link this router is acting up or it's not providing any internet connection because the modem itself, it really has a problem.[silence] Yeah, everything was okay on their end, but the modem physically itself, they need to check it, sir. [silence] It's not [silence] Yeah, sir, it's not providing any internet. [silence] And the internet coming from the modem is actually like, how do you describe it? Like it's actually something like it's coming in and out. It's cutting on and off. That's actually what's happening with your internet right now.
34:00
Speaker 2
Even though I was on the phone with them for 30 minutes and they checked everything out and they said that everything was okay. So when I call them, what specifically do I need to tell them that's wrong with it? It's not displaying the IP address.
34:00
Speaker 1
so well maybe the spectrum if they can deploy a technician directly to your location then it's actually much more better so that they can test the modem directly uh huh uh huh turn slide
35:00
Speaker 2
yeah, but they're not coming out until tomorrow. So I'm out of luck, I guess, until tomorrow. Because, like I said, I was on the phone with one of them for 30 minutes, and they had me reconnect or disconnect the Lynx system. They found it on their end, they had me disconnect the modem. They said that everything was working properly on their end. That's why I needed to call you guys. And so I've been speaking with you. And up until this morning, it was been working, but every morning I have to reset, take out the Lynx, the power up from the back, put it back in, the light goes from red, the blue, and then it turns white. But for some reason, this morning, after I did it four times, now the light will not go back to white. [silence]
35:00
Speaker 1
Okay, um, how about with this one, sir? Can we observe the internet directly from your modem, since your computer is still connected? Uh, run again, sir. Let's observe your modem, okay, since the computer is still connected directly, like wired to the modem. Let's run again the IP config slash all. Run it again. Um, it's still not providing you any IPv4 address. [silence]
36:00
Speaker 2
Say that again. [silence] It says Ethernet adapter Bluetooth network connection media state media disconnected description Bluetooth device personal area network physical address DHCP enabled yes auto configuration enabled yes that's all it says. [silence]
36:00
Speaker 1
Yes. Okay, so it means it doesn't have any internet still. So let's um check some other things here. Uh one moment sir. We will be checking it directly. So, um sir, can you uh go to the search bar again? On your computer. Click on the search bar and then type in control panel. Okay. Um, let's, um, we are going to check on something first, ma'am, before we can confirm it, because it's still not providing us any IPv for us and we need it, and that's the only way that we can confirm that the modem is really working. So, can you go to, control panel, open it, and then look for network and internet. And then click on view network status and task. Okay.
37:00
Speaker 2
And I'm able to go on the internet on, since it's hard- wired to the modem I'm able to search the internet and the only thing that's showing is network and sharing center.
38:00
Speaker 1
do you see there the word highlighted internet? Okay, click on that word, internet. So, there should be another tab that will open. Okay. And then click on details. Okay. Can you see there the IPV4 address? Okay. Can you give it to me, please? Okay. This is the one that we need. Thank you so much. Uh, let me just.
39:00
Speaker 2
Yes, okay. okay. Yes, 24. 31. 226. 199. [silence]
39:00
Speaker 1
Okay, so can we go back to the command prompt, sir? The black all screen, so yeah. Type in ping, 24.31.226.199 and then just hit enter.
40:00
Speaker 2
All right. Okay? All right. All right. Okay. Okay. says routed, all general failures, statistics, ping packets, sent forward, received zero logs for 100% loss.
40:00
Speaker 1
Okay, one moment. Okay, so sir, the one that you're actually receiving right now from your command prompt. The moment that we run the ping of the IP address that we actually got directly from. The control panel of your computer that actually indicates that the modem is really not providing any internet. So, the internet of this modem is actually, um, like, um, on and off. So, that's why you are experiencing this one. And also, the, um, Linksys router is actually also, um, acting up like that because it always depends on the modem. So, if the internet from your modem is actually like this, of course, the, um, Linksys router will also be, like, you know, it will also not going to provide any internet connection. So, you really need to call the, uh, Spectrum and make them deploy a technician directly to your location so that they can check it physically. 'Cause there might be a problem with your modem itself. [silence]
41:00
Speaker 2
Even though I'm able to search the internet,
42:00
Speaker 1
Ah, sure. Open a Google Chrome and then, on the URL bar, type in f-a-s-t-dot-com, f-a-s-t.com. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] uh, okay. So, uh, it can really run a speed test, but when we try to run the ping, it's failing. We just really have a problem here. One moment, sir. [silence]
43:00
Speaker 2
it's says 330 Mbps.
44:00
Speaker 1
Okay, sir, can you please try to run another speed test please? Thank you so much. Give me one moment. Okay. Sir, can I put the call, again, on hold for about three to five minutes? Let me just check on my resources real quick. Okay. Thank you so much. Just please stay on the line. Thank you. [silence]
46:00
Speaker 2
350 MVPs. Yes.
47:00
Speaker 1
Okay, um hello, sir. Aye, thank you so much, by the way, for patiently waiting on the line. So, uh, sir, can you um help me confirm on the computer that um we are working on right now? Um, it can also work wirelessly, right? And, um, both wires. So down the settings like this computer? Whoo you're currently using. Can we double check that the Wi-Fi or the wireless connection of this laptop is turned off? Yes, it's a desktop. So can you go to the uh give me one second? Oh yeah, can we go to the settings there? Please and then look for network and Internet?
51:00
Speaker 2
It's a desktop. Network sharing and center.
52:00
Speaker 1
OK, we'll click net work sharing and internet, click on that one, and then can you see that wireless or Wi-Fi? OK. How do you usually turn off the Wi-Fi or the wireless connection of this desktop? Can you do... OK. OK. Sir, can we ping...? Can we perform the ping again? Open the command prompt once more.
53:00
Speaker 2
Um, No, it just says network for public network access type internet connections, Ethernet set up a new network a new connection at network troubleshoot problems. I don't I it's just hard. Um, Okay. It says the same thing. General failure ping statistics sent for received zero lost or 100% loss. [silence]
53:00
Speaker 1
sell give me one moment.
55:00
Speaker 2
you know, you know, like honestly, like, it's all before the Lord. now, yesterday, Michelle Bridges scared the hell out of me when you started explaining how they were up two. [silence] go ahead. [silence] [silence] there's a regular focus that you stop every time. the [silence] no, no, there's enough questions. [silence] [silence] no, no, what I'm saying is there was three sets [silence]
56:00
Speaker 1
[silence] Hello Sir. Yeah, thank you so much by the way for patiently waiting. So um, sir, I need your help again to check on something. Can we go back to your control panel? Okay. So on the control panel, click on network and internet or network sharing and internet. Okay. And then um, look for [silence] Okay, click on change adapter settings and then you see your Ethernet. There's another tab that will open. Click on that one. Uh, double double right click it. And then a small box will appear and then click on properties. [silence] Okay. And then um, sir, I want you to look for TCP IPV4. [silence] okay. So, you don't see TCP IPv4. No, you can see it. Can you double-click that one, sir? Double-click the TCP IPv4. Okay. So, what shows in your screen right now?
60:00
Speaker 2
I don't see that. It just says Connect using Killer E2600 10 gigabit Ethernet controller client for Microsoft network share and print sharing QoS Internet protocol. Oh. Yes. Okay. It says alternate configuration, you can get IP settings assigned automatically if your network supports this capability. Otherwise, the following settings will be used. Press enter to confirm.
62:00
Speaker 1
Okay, so you have the option to obtain IP address. Is it? Okay. Is it? Does it have a checkmark or no? Okay, a blue circle with a Y, with a blue duck. Okay, I'm sorry. Blue circle with a white dot. Okay, I mean, so you do have the option to get an IP or I mean is it? I mean is it giving you an option to get an IP address.
63:00
Speaker 2
need to add your network administrator for appropriate I P settings. uh obtain an I P address automatically use the following I P address and then everything is blank. Yes. it has like a blue circle with a white dot in it. No. Blue circle with a white dot. Or I can click on use the following I P address and then I can type stuff stuff in.
63:00
Speaker 1
Like if you click it, but don't click it yet. Okay, give me one second.
64:00
Speaker 2
It says right now the one that is highlighted says obtain an IP address automatically and everything is. There's no numbers in it. Or I can select use the following IP address and then type something in.
64:00
Speaker 1
Sir, uh, can you confirm if you can see or does it provide, and, uh, you know an IP numbers or can you see numbers there? Okay. No. So you're on, on, one moment. [silence] Okay, um, sir, I did
65:00
Speaker 2
No. No, there's nothing in it. [silence]
65:00
Speaker 1
double check everything here. So, uh right now, the uh computer I mean the one that we had just actually checked earlier, is that everything was actually set to automatic. However, when we tried to run a ping, it always gives us the same answer which is general failure, 100% lost. But you were able to go online. Now, that is not actually a normal behavior of a modem. Now, um for this one for you, we really need to proceed on contacting your internet service provider for this. And let them explain on what is really happening. Cause if your modem will keep on acting like this sir, of course, the linksys router will also be affected. Cause the linksys router will always depend on the modem. Because if the if your modem sir is actually like this, like you could go online but when we try to run a ping it always gives us a failure. So yes there is really a problem with your modem and you really need to contact your internet service provider. Or even much better if they can deploy a technician so that they can directly connect a computer to the modem and see the same result so that like you know, you can absolutely get an answer directly from them sir. Cause as of the. Yes, sir. Cause as of this moment sir, we we are really not going anywhere. If the modem is really like this. All right sir.
66:00
Speaker 2
So, is there any, is there any way for you to, is there any way for you to email this information with you because like I said, I've been on the phone with you for almost an hour now and I was on the phone with them for 40 minutes and they said there was nothing wrong with my modem. There was something wrong with the linksys and and you're saying that there's nothing wrong with the linksys, there's something wrong with the modem. So I just don't want to place another two hours trying to figure this out.
68:00
Speaker 1
the wrong L. I'll just send it and then you can just forward it to them. Is it L dot H as in Harry, O dot D dot T dot Brown, B-R-O-W-N dot J-R at hotmail.com? I'll check with my superior about what is available. Please wait a moment. Okay, sir, thank you so much for your patience. Your hotel reservation is confirmed, and we already have your current information, but we confirm that to gmail.com sir. Yes, sir. I do really apologize for the inconvenience that this really has caused you. Is there a reservation for another name or a different name where you can send it? Yes, sir, another room. Sir, please give me 2-3 minutes to craft and craft it. Second, send it to a different name. With another name, another room, another name, I'll be sending you the email text once I'm done. Sir, thank you so much. Okay. Thank you so much, sir. And once again, I do apologize for the inconvenience. I apologize for the inconvenience that this really has caused you.
69:00
Speaker 2
Okay, yes, okay.
69:00
Speaker 1
By the way, sir, the ticket number on this conversation will be 131746. Okay. One three one, seven, four, six. Yep. Yep, sir, tell them that whenever you go online it gives you and it can give you an access to the internet, but when you try to run a ping, it fails. Mhm. But when you try to run a ping, it fails. And I'll be also sending you an email, sir, after this call. Just
70:00
Speaker 2
Just a second. Just a second. Okay, what is it? Okay, so if I wanted to call them right now, I need to just tell them that it's not providing an IP4 address. It's failing when I do the ping, okay. Okay.
70:00
Speaker 1
Give me two or three minutes, okay? Okay, thank you so much, sir. Have a good one. Bye for now.
71:00