Speaker 1
Yes. Good morning. This is uh Andrew. What was your name again? French. All right. Um, I'm having um,
00:00
Speaker 2
Thank you so much for calling. Lindsay, this is Trish, can I help you? Uh, Trish. [silence]
00:00
Speaker 1
My home internet and. Um, I have a linksys products, I have three of them, as a, as a matter of fact, and I'm out of warranty, so, um, I realize that, uh, I have to pay for support, but that's okay. Yes, what's the model number? It's uh, uh, I'm trying to find it right now. It's uh, what? A MR3750? Is that sound right? I'm looking at the bottom. Yeah, it's an M R7350. Sorry. Yes. I have one parent, of spectrum in Northern Michigan.
01:00
Speaker 2
Yes, what's a mom lumbar Philengus device? Yes.
01:00
Speaker 1
What is the serial number?
02:00
Speaker 2
Okay. and how about the serial number of one of the device? yeah yes. Okay. So just to verify that's three three C for Charlie. Uh, the one 0 M for Mike. Do nine D for Bravo, zero, five, eight, four, six. Okay. And, uh, what's your main concern again? okay, so uh, right now, what's the light indicator of the router?
02:00
Speaker 1
Do I have buttons on the router? Just the power off and on. Yes. Yes. it's still the same. Three different cables. The modem? Yes. It's been on since yesterday evening.
04:00
Speaker 2
Have you pressed any button on the router? Okay. Now, sure, basically the blinking red light of the router sir indicates physical disconnection, which could mean that the router is not getting internet or detecting internet from the modems. It's not connected to any internet source. So, our main troubleshooting here is to check the physical connection. And you mentioned that you've checked already the Ethernet connection, have you tried to swap Ethernet sir, use a different Ethernet cable? And is it still the same? Is the modem still turned on? [silence] Okay. And the cable on the routers, sir,
04:00
Speaker 1
Yep. Mm-hmm. Mm-hmm. Yep. it's still the same. So, I was thinking me. uh, did you say a computer? I have a laptop. Yes, I think so. I just have to uh power up the computer. All right. What's going on there? [silence]
05:00
Speaker 2
network connected directly to the internet port, so even if you swap cables here it's still the same. ok. Have you tried, do you have a computer here so that we can verify if the ethernet is working? So we will just bypass the router and we'll connect directly to the modem. Yeah. Is it capable of connecting with LAN cable? Yes. Anyway, sir, since we are going to proceed with the technical support and this device is out of warranty, let me just further check on this thing ok.
05:00
Speaker 1
Yeah, I can do that. No problem. Okay. all right. For some reason. Yeah.
06:00
Speaker 2
Then, um, are you willing to pay for the service? Sir, that's gonna cost you $15 for one hour of troubleshooting. It's a one-time technical support session. Okay. But you can, uh, you can, my suggestion, sir, is that you can try to um check the computer first to verify that to to make sure that the mode uh the Ethernet cable is working and the modem is working before we proceed in troubleshooting the router. But, um, before anything else, sir, uh, let me just create a case here in our system. Can I have your full name and email?
06:00
Speaker 1
My full name is Andrew Mulaskey, that's M-A-L-A-S-K-E-Y. Right, I have. I'm trying to to figure out my the power for my the power seems Yeah. Yes, Hannah, I'm doing that.
07:00
Speaker 2
Mm-hmm. Okay. All right, so I see that you already have a record here, so you've called already before then. Yes, my suggestion, sir, is that if your router is, I mean, if your computer is capable of connecting directly with LAN cable, sir, please check first the modem. Okay, for check first the modem, sure.
07:00
Speaker 1
One moment. The power on... Okay, hang on. Let me just try something here. For some reason, my power connection to the computer is not working. So, it doesn't look like I can try that. It's the only one I have.
08:00
Speaker 2
And confirm with them that the item or the item is operating okay. Which means them that the computer should be competent to go online and assume an IP address. If you would wish to do that online through me, I will simply get ready my tools so we can carry on with the payment.
08:00
Speaker 1
canon connect to the computer computer is down as well yes it does but it has no power and it's not powering up the whatever right so we cannot proceed I don't have another computer that I can check the the Ethernet cable no I can't the the power unit power light doesn't come on
09:00
Speaker 2
what do you mean sir, do you mean the computer doesn't have a LAN? Okay, I guess, sir, that before we proceed with our payment, sir, you just have to make sure that you have all the tool that we have that we need to troubleshoot so we can uh we will not waste your money and the time, sir, as well. Just charge your computer or check why it's not, you can charge it right now sir.
09:00
Speaker 1
_ _ something's happened to the... right right right I do have a new ethernet cable. _ _ Yes, I did. I tried that. No, it did not. Um, So I do have one of the _ __
10:00
Speaker 2
But for this, because, again, the main issue here is your router keeps blinking red, which means that there's a physical disconnection. Okay, we are, we wanna to refrain from doing unnecessary troubleshooting, sir, because the fix for this is just checking the physical connection, and the tool that we need is a new Ethernet cable or a computer to confirm connection. Okay, well, if that's the case, sir, did you try to connect it to your router? Did it work?
10:00
Speaker 1
child routers. And when I connect the child router to the ethernet cable from the modem, the data lights light up. The orange and the green light light up, but the the child router does not work in that case because I think it thinks it's a child and not a parent. You know what I'm saying? Okay. I'm I'm I'm good with that. now. I think we may have lost the computer.
11:00
Speaker 2
Okay, if that is the case sir. We can just try it to set up a child-noder sir to become a domain router. Okay. Let me just prepare my tools sir.
11:00
Speaker 1
[silence] somebody has an old Apple power supply because the cable is on the the power supply you can see uh here that there it's falling apart the other side in in your hand. [silence] see that cable and this this this connection up here at the computer isn't really, you know, good either. [silence] Hello. [silence] Okay.
12:00
Speaker 2
Okay, so you will be transferred to a secure line, sir, before you're going to provide the card number. Okay, so the recording has been paused. You can proceed now in providing first, the first and last name that's on the card.
12:00
Speaker 1
[silence] Okay. I'm just pulling the card out. The first and last name is on the card it reads E Andrew Malaski. Y yeah, echo. Initial E Andrew Malaski for my first name. No, just the first. The card number is [REDACTED_CARD_NUMBER]expi expiration [REDACTED_PAYMENT_DIGITS]
13:00
Speaker 2
E for... uh... echo. Okay, and then there's no middle initial? Okay. Okay. And then about the card number? Okay, about the expiration month and year?
13:00
Speaker 1
five eight three [silence] that's correct [silence] okay
14:00
Speaker 2
Okay, and the security code, and your email there is ladyslipper [REDACTED_PAYMENT_DIGITS] at yahoo dot com, right, okay, Okay, So I'm going in to send the receipt here to your email.
14:00
Speaker 1
I've got one right next to the modem and I've got the other Right. okay. So the the old child router is powered on and I am connecting it directly to the modem now. Alright, okay, it's connected now, the data light.
15:00
Speaker 2
okay all right now um since you have three routers uh power on the other two routers right next to the uh modem okay then power it on and then connect it directly to the modem [silence]
15:00
Speaker 1
On the modem and the child router are working. Um the light indicator right now, it's solid red. [silence] Press the the the reset button on the back of the the router until. Okay. Dang it. The light the red light right? Okay, hang on. Gotta find something to press it with like a pen. [silence] It's blinking now, fast. Now it's turned off. [silence] It's turned off now, it went to light red. [silence] We'll wait. and it's staying still. I need a paper clip. I need to press it with something. K. Got several paper clips over there. K. Make it come back blinking again. Let's place this next to me. [silence] let it to it. It's turning off. Let it turn off. Now it's blinking. [silence] k.
16:00
Speaker 2
Okay, [*******] what's the light indicator of the router? Okay, press and hold the reset button until the light turns off and turns so Hindu yet. Until the light turns off and turns solid blue. Is it blinking blue?
16:00
Speaker 1
press the reset button okay okay the blue light's back on it's blinking and okay and the the data lights are working normally [silence]
17:00
Speaker 2
Okay, uh, wait for the blue light. All right. uh, uh, um, after, once it's blue, you can release the button. And, um, while waiting for the router to fully boot up, I just wanted to set your expectation that if in case that the connect the problem of, uh, the connection problem is, uh, from the ethernet and the modem, um, configuring this router won't really, uh, necessarily fix the issue. but we will just try. Okay, let's wait for the router to turn solid red or pinkish red.
17:00
Speaker 1
connection. still blinking blue. now pink solid pink for the moment. Okay, solid pink again. On the one that's the old child. Okay, here we go. one two three four five
18:00
Speaker 2
Okay. Well, if that's the case, please press the reset button until uh five times within five seconds. Again, press the reset button five times within five seconds. It's going to be like this. Press, release one, press release two, press release three, press release four and press release five. Yeah, the one that is solid pink right now that you just reset.
19:00
Speaker 1
Now it's, uh, pale pink.[ silence ].[ blinking ].[ blinking ].[ blinking ].[ blinking ]. Now it's turned blue. Solid blue for the moment. Continuing solid blue. okay. One moment please. [silence]
20:00
Speaker 2
if it's saying solid blue connect your phone to the property Wi-Fi of that router.
21:00
Speaker 1
it's still saying no internet access i'm connected oh wait it has no internet access should i turn the other one off does it think it's on the other one the the one we just reset five times is blue okay silence
22:00
Speaker 2
So, what's a light indicator of the router? Okay, connect to that Wi-Fi of the- of that specific router. You look underneath the router, there's a sticker with, uh, network SSID or setup Wi-Fi. You look for that Wi-Fi, you connect to that Wi-Fi. There's a password underneath the router as well.
22:00
Speaker 1
So this one, the, the link says set up 977 and that password connect to it. Is that correct?
23:00