Speaker 1
Hi, this is Mike Raymaker. I've got, um, a parent node and a child node on this Linksys system, and the lights are red, and I can't get them to reconnect. So I need some help. And I know my model is out of support, so if I have to pay for it, that's fine. It's 20L 10c, C as in charlie, six-.
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance Thank you for calling linksys this is Mae how can I help you? Mm-hmm. Mm-hmm. okay don't worry what's the serial number of this device you're calling for?
00:00
Speaker 1
171 25752 a parent and a child [silence] correct [silence] it is and I'm sorry [silence] I have the [silence] I have that uh and I tried to do a factory reset on it [silence] you know by just [silence] turning
01:00
Speaker 2
And you have there a total of how many links this device? Okay, and the main node right now that's solid red, the main node. Okay, can you still see your Wi-Fi broadcasting your own Wi-Fi? Can you still see it on the Wi-Fi list? You can check it right now. if the Wi-Fi name that you used to have is still available. Because probably your router got reset. If it got reset, it's it will go back to default settings, which the Wi-Fi name and password,
01:00
Speaker 1
off the power. Um, then I, then I tried to do a factory reset where I held the reset button until the light went out, and it started to go blinking through the colors, but then it ended up red again. Then I did a hard press or a five press reset with a second in between each and it still went back to red. So that's where I'm at. And so the, the password and my email address is Mike Raymaker. So it's my name. It's M I K E and then R A E R A E M A E K E R at gmail. It's Raymaker. Correct.
02:00
Speaker 2
What's your email address, by the way? So what's your last name then? Your last name. Raymaker. Oh, okay. So, Mike Raymaker. That's your cool name. And who's your internet service provider?
02:00
Speaker 1
it's called fitium, F-I-D-I-U-M, fitium. Oh, wow. It is hard, oh, well, I do have a computer, I'm on a desktop now, but what do you mean can be hardwired, [silence]
03:00
Speaker 2
pardner, how is it? Okay. One second. And don't worry, Mike. I can give you free support. You don't have to pay uh for this one. Um, do you have a computer that can be hardwired? It will be a lot faster. Uh-huh. We can directly connect your desktop to the modem for us to get the Mac address. Once the modem is like uh once it's online and then we will get the internet Mac address and we will clone it to your device for it to go uh go back online. Can you do that? Can you pass your device?
03:00
Speaker 1
I've never done that. No, the modem I'm using is the lencthis. I don't even understand what you're asking me now. So. So, it's going to go to, it goes to a wall patch. Correct. And okay. So, understand that the last time I called you guys, we didn't do anything like this. And I had the same problem. The guy walked me through on how to reset and reconnect the notes. And now you're asking me to do something that I'm a little concerned about here. So. [silence]
04:00
Speaker 2
So what do you have there? Uh-huh. Okay. So you don't have a modem at all. You have a fiber connection. Uh, if that's the case, you can disconnect the Ethernet cable that is currently connected on the Linksys main node and use that cable instead to connect to your desktop computer, and that way, we'll patch to your desktop computer. Ah? The connection will be... Ah. Ah... Yes, Mike. Since you told me that you already did the reset [silence] Ah. Ah! [silence]
05:00
Speaker 1
That's fine. I under- Right. I understand. Okay. So, hang on a second here. Sure. Oh, you know what? I was, uh, incorrect. I do have a modem. It goes to a modem. Or, uh, yeah, to a modem. It's here on the wall. So, anyway, it's going into a modem. You're asking me. So the ethernet that I just disconnected from the Links' this, I looked back down there and I see it and it's, it's running into a modem. Okay. Okay. Yeah. So I can see where that other
06:00
Speaker 2
set and then the five press which I believe the troubleshooting you remember you did to the previous technician do you want me to do the same thing still to your device this is already an advanced troubleshooting since you already did those things mm hmm okay
06:00
Speaker 1
Ethernet connection, hold on a second. Well, I know that it's a modem, but it's almost like I have to two two cables running, Oh, I probably do. I've got one that runs from the modem into Linksys, then out of the linkses, probably into the back of the computer. Do you, Hold on, hold on. And And one second here. Okay.
07:00
Speaker 2
Yeah, that's our goal to totally bypass length. So let me know when Mike, once the desktop is wired to the modem. [silence]
07:00
Speaker 1
Okay, now hang on a second here. And now you're saying go right from the modem, right to the back of the computer. So we're bypassing length. All right, hang on. Sorry, it's just taking me a little bit here. Okay. You didn't see a.
08:00
Speaker 2
Uh gonna mode them directly to your computer.
08:00
Speaker 1
Oh, hang on. Okay. Now we're connected directly from the modem. All right, give me a second here.
09:00
Speaker 2
Okay, check if you're online first. [ silence ]
09:00
Speaker 1
Okay. Yeah, hang on. Okay. No, it says I'm not connected. trying to hang on a second. I'm like, no, I'm not. Unplug the modem for 30 seconds. Lower back is the problem. this off on this.
10:00
Speaker 2
okay reboot your modem just unplug it for 30 seconds yes and turn it back on after
10:00
Speaker 1
Gosh, dang. Hmm. Oh. I don't know where the on-off switch is at. Gee. Well, this is not good. It's not fun. See here. Well, I don't know what to tell you about this on-off switch here. because Ma'am, I can't even find the off switch on the modem. It's mounted on my wall. So yeah, I mean, I can that's fine. There we go. All right. How long do you want me to unplug it for?
11:00
Speaker 2
[silence] Cable and turn back on the modem? How about the power plug? Just to plug power for to be convenient. Uh, 30 seconds only.
12:00
Speaker 1
All right, so I've been about 30 seconds. hanging on, let me plug it in. Hang on. It looks like it's rebooting. Uhuh. And what does, uh, what does this do now? We have Essence tried or attempting to hardwire directly into the computer, the internet so that we're not going through Linksys as a router. Is that correct? What's the Mac address that you're talking about? Mac address. What are you talking about? Okay.
13:00
Speaker 2
Yeah. As what you notice, there's no internet connection earlier. So we need to establish first internet from the main source and get the Mac address out from it. Because once this desktop, yeah. I'm about to explain it. The Mac address is like the authentication of the computer. So once this computer is recognized by your modem as a connected device and once it can go online, we're gonna copy the Mac address of the computer so that as soon as you wired your, your modem back to our Linksys device, the Mac address that we're able to, um, uh, check earlier on the computer, it will automatically logged into our system. Or it will once that Mac address did the log in, then it will automatically give the connection. So the connection will automatically turn on or will automatically turn up just like the second time as soon as this Linksys device were to turn on. We're going [silence] till now. The computer is not yet connected because the Mac address did not derive. So once the Mac address copy, so yeah, go ahead and do it.
14:00
Speaker 1
[silence] [silence]
15:00
Speaker 2
We're going to apply it on our Linksys main node settings, so that the modem will think that the device still connected to it is the computer, which was online earlier. That will make our router online after. [silence] [audio cuts off] [silence] [audio resumes] Uh, I'm not really sure why, because our prior calling us, you already reset the Linksys device. You already tried a five-brush reset. Because it's like this, if our Linksys was flashing red, the moment you lose your internet connection, that only means there's something wrong with the physical connection, why it keeps on blinking red. Now, if it's steady red, when you notice that there's no internet, that means our Linksys stop communicating to the modem, which the proper boot up sequence needs to be done first. In order for both
15:00
Speaker 1
I deeply appreciate your very detailed explanation. I'm not sure if I follow everything, but I do appreciate your information. So, yeah, I'm still not connected here. Well, not all of them, there few of them are still kind of blinking a little bit going on and off. So it's like it's still almost going through a little bit of a bootup.
16:00
Speaker 2
device to communicate again. Now, if the Linksys device is solid purple when you lose your internet connection, that only means the Linksys device was reset. It just needs to be set up again in order for it to go back online. [silence] You still don't have internet, but the lights on your modem, is it all lit up now? [silence] Okay.
16:00
Speaker 1
When it was working before the lights were the ones that were on were all on they weren't blinking or anything. Yes. Okay. [silence]
17:00
Speaker 2
Modem will take a minute or two to boot up completely. so let's just make sure that your internet, your modem is already fully rebooted. is it still flashing?
17:00
Speaker 1
I tried to keep you on here so long, but, I mean the lights are still kinda flicking and it's not, tell me I'm not online. No, I can't, I'm offline.
19:00
Speaker 2
[silence] I believe it's already beyond two minutes so the modem should be out totally rebooted by now, unlikely if there's really no internet out from it. Can you say visit a website right now? Or you're still offline. Okay. Um if that's the case, I can conclude that you don't have internet connection because of the main source of the internet from Fabian. You need to contact them. Just leave the connection like that, Mike, so that once you have someone from their end, in technician, they can check it right away. If they inform you that you need to ask for a new router from them, then that's what's our part. [silence]
19:00
Speaker 1
Okay, okay. All right, May. Thank you so much. I really appreciate your good help. Have a nice one. Bye bye.
20:00
Speaker 2
internet is already fine you can check it uh there at your end if it's really working because if it's working you will be able to search online on your computer so once you can search online we're open all the way up until 11:00 p.m. you can then ask for our assistance again for now you need to contact your provider okay um you're welcome bye for now then you too have a nice day bye bye
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