Speaker 2
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00:00
Speaker 1
Hey man I'm going to need some help getting my um routers reconnected I had a outage earlier and they won't reconnect and I know they're out of warranty so I know I have to pay [silence] uh it it's been resolved since then it was just a moment [silence] correct
01:00
Speaker 2
. . Dillinkomm? or support. My name is Dylan. How can I help you today? Hmm. Any power outlets at your in the your your router to go offline. predict for me to proceed further. Let me just run some verification with you. So I'll be asking you a few questions.
01:00
Speaker 1
Correct. Uh huh. Right. Okay. Well, the the um, are you able to help me get connected then?
02:00
Speaker 2
about the Linksys router and I will be gathering some information as well for document Purpositions oh okay uh I found here um a record under under Marlins sellers I see so you got a MX6200 Linksys router I see uh it's still in warranty sir though just alright yeah yeah sir of course um just to verify with you sir what's the color of the light indicator of your the parent node your main router
02:00
Speaker 1
Is that raed? Yes. Yes, I did that already. Yes. the the child knows our budget the parent notice plugged in
03:00
Speaker 2
All right, just to, to verify, sir. Um, your three nodes are all MX6200, right? All right, sir. So here's what we're going to do first. So the first thing you need to do is just unplug both your modem and your router from the power source, as well as the two child nodes. You did that already? All right. So is it all, is it is it plugged unplugged at the moment? I see. but still shows solid red. I see. Neither our, our last resort for this one is, we're going to, so, technically, we're going to go back from scratch. It will erase your, it will erase all your configurations since we're going to reconfigure your device. Okay, so, here's what we're going to do now. Uh, we're going to reset your main router or your parent node. So to properly reset it, just press and hold the reset button under the links router. Uh, press and hold it for 20 seconds. Okay.
03:00
Speaker 1
All right, let it go there. let's start. OK.
05:00
Speaker 2
Tell me if you're done resetting. You can release the reset button now sir. Yeah sir. So let's just wait for at least two minutes for it to reboot and set up. So we should be expecting a solid blue light. Vamos agora, vou dar o nome do abogado. [silence] cumprimentem. Dois anos. Vamos agora Robert Shaw. Ah, o Tom. Mm-hmm. Mm-hmm. Okay. Right, sir? How is it? blue. [silence] Okay. So, um, now, uh, let's, uh, press the reset button five times within five seconds, not too fast and not too slow. mm-hmm. So, press the reset button five times, sir, within five seconds. [computer beeping] All right. So let's wait for it. [silence]
05:00
Speaker 1
I'm checking it right now. I have a bunch of glasses. It's still solid blue. Do I need to try to reset again? [silence]
11:00
Speaker 2
How was it? Any changes? Okay, sir. Now, I agree. Press the reset button again, five times within five seconds.
11:00
Speaker 1
And now солдат right. I don't cuz I don't have anything that has the Ethernet Cable.
14:00
Speaker 2
It's organized. OK. How about this one, sir? Um... Can you check your, or do you have a device you can hook up directly to the modem to see if you have internet connection coming from your internet source? I see. OK, sir. How about this one, sir? Um, I would like you to call your internet service provider first, uh, in order for you to confirm and validate the, the, uh, connection coming from their end.
14:00
Speaker 1
They sent a message earlier this morning that said that the outage was resolved in my area.
15:00
Speaker 2
go and because there they are, they might have also interrupted due to the outage. Let me create a voice for it first. Okay. I don't think it'll work. All right, how about this one? Because, you know, the the router that you have right now should be working fine after the 5 press method. So it should go online. Um, how about this? Uh, let's try to swap your child node with your parent note. So we're going to configure a new parent node. Um, by does cell of your name end in R-A-C-H? sir. Hello.
15:00
Speaker 1
you now how I can do it cuz I the way I got it set up it's not there's not much space for anything else is there another option cuz I only the apparent node that I currently have that's the that's the bigger one that I have up there
16:00
Speaker 2
mm, I see. Yeah. So we'll try to isolate it by um swapping the child node and your parent node and see if uh your your child node soon to be the new parent node will go online. Oh, okay. Let's see. Um that's our last, I mean, that last option. So if you want sir, uh we can reset the parent node again. Wait to until and then we'll try to use a different way to configure your router. Okay. So, let's proceed in resetting it. Press and hold for 20 seconds. and then release and then... how about you you charge me $15. We can still provide you the support. However, we can send you only a email probably within the next six months. [silence]
16:00
Speaker 1
They're saying, Blue. I'm going to use another phone and try to call them and confirm maybe that the Internet is back.
18:00
Speaker 2
[silence] which when they will be able to reconnect back your Lindsay notes to your network with your modem. And that's for your email. Which one do you yeah, sure. No problem. Again, [silence] let me confirm your email address and I will be able to [silence] that's [silence] hello, sir. How was it? If you can just three minutes, I will be able to reconquest for you and you can just sign up. All right. [silence] Thank you so much for your time. You have a nice day. Bye-bye. [silence] All right, sir.
18:00
Speaker 1
All right. Sorry. Please enter the 10 digit phone number on your account or say, use my account number. You can also say. All right. Sorry. That's a good getback. Please say or enter the phone number associated with your. Yeah. I have one left up. All right. OK.
20:00
Speaker 2
All right, sir. That's good. Okay. So, let's try to look for the default wifi name that is uh indicated underneath the linksys device. And then you try to connect to it, using your um do you have a laptop you can use? All right, let's use your laptop. And then let's try to connect your phone. I mean your laptop to the wifi. You look for the default wifi name that is indicated underneath the device. All right. 37 years old. Yeah,
20:00
Speaker 1
I'm about to type I'm trying to type the password in
23:00
Speaker 2
Hello, sir. Okay, I have discussed it with my girls, the kids, they are all game to do it. They are all game to one
23:00
Speaker 1
no internet secured. yes.
25:00
Speaker 2
Yes, sir. That's fine. So here's what we're going you to do, sir. Let's open a browser on your laptop and then on the address bar, you type in hello. Alright. So, did you already open a browser? okay. So, on the address bar, you type in 192.168.1.1. [silence]
25:00
Speaker 1
Is it going to go Ben and it's not going to connect to the Internet? It said the site can't be reached. Uh huh. Mycircle.local. So your connection is not private. Uh huh. Right.
26:00
Speaker 2
Yes, sir. It will. Okay. Um, about this. Um, my. You type in HTTP. My. Oh, you have my. Oh, you have my. My. Repeater. I'm sorry. HTTP:// HTTP:// my router.local. All right. And then there's advanced. Is there an advanced option?
26:00
Speaker 1
and then proceed to http://myrouter.local unsafe [silence] says checking for internet [silence] I said no internet connection it might be down because the local power outage or issue with the ISP [silence]
27:00
Speaker 2
uh huh. You click on advance. Yes sir. Alright. Well, that doesn't need internet connection at all.
27:00
Speaker 1
Go ahead. Log into router. [silence] Right. It's asking for access router. [silence]
28:00
Speaker 2
So. So it should walk. I mean, it should pass through. Okay, sir. Login router. it's OK. It's okay. It's Use admin in all lowercase.
28:00
Speaker 1
it said, incorrect try again. it says, incorrect password. yes. I'm trying to find an Emmys on my laptop. I have a little. that's just to figure out the anything. asking for in should the recovery key. should I put that in the on the bottom the bottom of the, or.
29:00
Speaker 2
It says incorrect. Uh, what was there again? Okay, is there an option for you to reset the password? All right, try to reset the password. Yes, sir. That's right. [silence]
29:00
Speaker 1
Okay. So now I got my, um, Password reset.
31:00
Speaker 2
ok sir, so just hit on, I mean just logged in, I mean, yeah enter your, your new password, admin password and then, um, tell me if you were able to route to the dashboard
31:00
Speaker 1
Yep, I see Device List, Guest Access, Parent Controls, Priority, Speed Check, Connectivity, Troubleshooting, Wi-Fi, Settings, and Security The A. [silence] It just says waiting. Okay.
32:00
Speaker 2
Okay, sir, that's good. Okay, so now, um, what I want you to do is... you scroll down under those white boxes. Yeah, CA. Click on CA. Click on CA. ... Now, let's go to connectivity... Change that to...
32:00
Speaker 1
okay. And it's asking for s.s.s.i.d. Do I create one or do I use the one I already have. Okay. And then is the password what I just created? What?
33:00
Speaker 2
All right. So, under connectivity you go to CA router setup. All right. For your SSID sir. That would be your Wi-Fi name. So you create one and then. You can create one if you want. That uh still depends on you. Yes sir. Oh no sir. Uh, the password will. The.
33:00
Speaker 1
okay is that one I already have or do I create a new one okay
34:00
Speaker 2
The first password that we created is your admin password. The second password would be your, um, your Wi-Fi password. So, you just have to create your own Wi-Fi password. Um, it's up to you, sir, whether you're, you're going to stick with the, uh, old Wi-Fi password you have. [ silence] Hit Unset Up Node.
34:00
Speaker 1
No connection found. You are not connected to your router. [silence]
35:00
Speaker 2
Alright, sir. You just have to reconnect to the Wi-Fi, sir, since you have updated the Wi-Fi name and password. That's why you got disconnected to the Wi-Fi or disconnected to the browser. [silence]
35:00
Speaker 1
Uh, all I see is the um, the one that's under the parent. No, I don't see the one and I created. It's because you're on the wrong page. I'm on the right page. all right, there it is. [silence]
36:00
Speaker 2
fewer end was it sir ok I try to turn off your Wi-Fi and then turn it back on alright alright so is there any changes on the apparent node sir
36:00
Speaker 1
Okay. Okay what time did you start? You're open until 11:00 p.m. today? Okay, then I'll give you guys a call back.
37:00
Speaker 2
still red? okay. So, yeah, um, I want you to call your Internet Service Provider, sir, cause we cannot proceed further considering that you're not have, I mean, you're not getting any Internet connection at all from your Internet source. So, it would be, um, I'm sorry, yes? Uh, we'll be open from, we'll be open from I mean, uh, 9:00 AM to 11:00 PM. Yes, sir. Okay. alright, sir. Thank you so much for understanding. And I have already notated everything here. all the troubleshooting that we have done so that the next um uh technical support will be able to understand what we went through. all right. all right, man. I, I mean sorry
37:00