V2 Rubric Detail — 451f3502-6390-11f1-a…

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Register dot Linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Epy. How can I help you? Yes, ma'am. are. Are you having connection issues with your

Okay. So you don't have any wireless connection. Okay. And none of your wireless devices is working, right? Okay. All right. Can I have the model number and the serial number of your device, ma'am? Just try to look underneath it. Okay, and can I have your name? Oh, I [silence]

m I think I was able to speak with you earlier, ma'am. So, okay. So you're calling back to. Are you available for the service? Mm-hmm. I'm sorry. Um, yeah, it's just so happened maybe that, right now, the uh, modem is just not communicating with your router. Do you have the modem connected to your link? Is it connected to the internet port? Uh, and uh, what is the light that's lit up on the router? What lights are lit?

Okay, so the power is solid, right? It's not blinking and there's an internet light. Okay, so probably it's not a hardware issue. It's just that the router is not communicating with the modem. So yes, I've mentioned earlier, ma'am, since your device is no longer covered for free technical support, would you want me to uh walk you through the process? So, for this one, there will be a fee for the service and that would be $15. So, would you like to avail for the paid connect service? Yes. It's just a one-time fee and this service is non-refundable. Okay. So, I'm going to process that right now, just give me one minute. [silence ] OK, ma'am, so please get ready with your credit card information because I'm going to process it right now. And let me just stop the recording for security purposes. So let me do that right now. OK, so what type of card [silence ]

What credit card are we going to use for the transaction? And what is the name that appears on the card? Uh I'm sorry. What's the first name? Robert. Okay. And last name is and what's the card number? What's the expiration? And the security code. [silence]

Okay. What's your zip code, man? Okay. I'm going to place the order now. Which copy of the receipt will be sent to your email and that will be sent to the [silence] Jewel Express.

0@ gmail.com ok so I just sent you the email ma'am ok so I'm going to proceed with the uh let me resume the recording now so we can proceed with the troubleshooting so let me press that all right can you hear me okay? all right okay ma'am so uh right now all the lights are stabilized we have the modem connected to the yellow port at the back of your Linksys right? it's connected to the internet? ok And do you have a computer? Can we go to your computer please? Yes. Turn it back uh turn it on. And while waiting for your computer to boot up, we'll just have to um perform a reset on your Linksys room combination.

That's the red button. So just press and hold it for 25 seconds. [Silence] What's your router? What's your computer, ma'am? Is it a laptop or desktop? It's a desktop. And is it plugged in into your router? Or it's wireless? [Silence] Um where's that connected? To which port? Is it on, is it one of the Ethernet ports?

Okay. Okay, so did you already uh reset the router? All right. Okay, and we're just gonna wait for the lights to stabilize.

And uh while waiting for that ma'am, can we take a picture at the bottom of your linksys. Uh just look for the sticker. It actually has a sticker. Um you would be able to see there uh the Wi-Fi details, the name as well as the Wi-Fi password. No need to. Just to take a picture because we need those settings later on. Okay, so did you get it already?

okay, um, is your computer on? Is it ready? okay, uh, let me just check the IP address. What's the operating system of that computer? Is it running on Windows 10, Windows 11? but it's Windows, right? It's not like an Mac or something. Okay. okay. All right, so can we click on shift uh the search? Do you see the search option at the bottom? Yes. Right beside the uh menu. right beside the menu. Do you see search? Yes, just go to search. Let me know if you're ready. Just type this one in. Okay, that would be okay. Did you find it, the search? There's a magnifier. Okay, so once you click [silence] Okay, so once you click on that, just type this in. That would be n like Nancy, C for Charlie, P for. A for Apple dot CPL. That's Charlie, Peter, Lima. NCPA dot CPL. Okay, then hit enter. Okay, so did you see their network connections?

Okay, what did you type in, by the way? All right, can we go back to search? Okay, go back. Yes, NCPA.CPL. Correct. It should be under search, under search bar, right beside the Windows logo. Did you get the network connections window, ma'am, or,

Not loading. If that doesn't work, ma'am, let's just try another way, okay? Um let's go back to search and then type the word control. And check if you see their control panel. [silence]

Okay, so you see control panel. Now under control panel, ma'am, look for network and sharing center. Okay, go to network and internet and then network and sharing center. Okay, and look for change adapter settings. That would be on the left hand side. And do you see ethernet or local area connection? Right click it.

and go to status. OK, what's the IPV4 connectivity? IPV4, no internet access. All right, can we go to details? What is the IPV4 address? OK, and what about the default gateway? All right, let's close that screen, ma'am, and open up Google Chrome. [silence]

Do you have Google Chrome? Okay, let's just open Google Chrome. Yeah, right now there's no internet, but that's fine. Once you open Google Chrome, on the address bar just type in HTTPS colon slash slash

that's the forward slash below the question mark symbol, okay, so again, it's HTTP colon slash slash my router dot local and then press enter, okay, how about uh uh HTTP colon slash slash

Tell me what are the options and tell me what do you see on the screen ma'am. Okay, just check the just tick on the box and click next. Okay, you may um change the name. You may actually change the name the one that you had before. Um just Just tell me about the specifications. Just give me the specifications here. For example, this one, this one I do it using a standard phone server.

Please separate the names so you would be able to identify which one is the 2.4 and which one is the 5, so you can just write down your name and then just put in 2.4 at the end. Same goes with the 5 GHz. And for the Wi-Fi password, ma'am, you may use the same Wi-Fi password for both 2.4 and 5. The the password that you had before. Yes, that is the router password, ma'am.

You can actually create a new one or uh we could uh probably use the Wi-Fi password for the uh admin password. So you won't get confused with the passwords. So try to use your uh your Wi-Fi password for that and check if it's gonna accept it. [silence] No worries. I I thank you for your patience. And I'm sorry if uh this happened to you, Ma'am. I I understand. I know. It's really inconvenient.

Okay. It's still trying to save the settings. Well, it's still saving the settings. Is it still saving the settings or what is it going on? Okay.

We'll just wait for the message to come up. Mm-hmm. And what do you see in the screen? Okay. [silence]

All right. So what's the firmware version? No information. And... uh... That's fine. But there's an option for you to refresh. Okay. That's okay. Um, below that, do you see the connection type? And is it automatic configuration? No information. Okay. Okay. If you scroll down, do you see release IP address and renew IP address? No.

Okay. On the left hand side, do you see the ports? Can we click on ports? To do what? Defrag.

Um, is it loading or? Okay. [silence]

Yes, go to ports. And, um, under ports, do you see internet? Like, uh, does it have a green, um, color, one GBPS under port speed? Okay. So, um, from that screen, ma'am, do you see any option like uh, uh, you'll just have to skip the, uh, wizard? You don't want to run the wizard and do a manual configuration instead. Do you have that option on that page?

Okay, authentication required, that's the Wi-Fi password. So I think your router password is the same as your Wi-Fi password, so just type that in there. Then log in. [silence] It's not taking it.

okay, can we try admin instead? a d m i n, all lowercase, for the uh password? Cause by default the router password is admin. Let's try the default one. okay. What's the firmware version? Yeah, just tell me the numbers.

Okay, if you scroll down, do you see there the connection type and how about internet IP address, can you tell me what's the internet IP address that's in there?

yes [ silence ] okay, can we [ all right, how about this? ] Can we go to configuration? [ silence ] I just need to change on something. go to configuration. [ silence ] okay, and do you see IP address there, router uh address, and then IP address? [ silence ] okay, can we change the router address, the IP address to 10.10.10.1?

just click on save. okay. okay. So, on the address bar, ma'am, can we type in?

yet on the browser on the browser when you yeah ten dot ten dot ten dot one then press enter okay um type in admin for password and uh are we on system status okay and um can you check for internet ip address under ipv4

Okay, very good. So now can we try to open a new window or try to open up a new tab and check if your internet is working. Try to go to any websites like YouTube. Try another one to make sure. that works. Okay, can we go back to the Linksys page, 10.10.10.1. Please go back to that page, ma'am. I just need to verify the Wi-Fi setting.

yes, if it's happy to change your settings. Okay, just go back to configuration. All right. Then under configuration, click on "Wi-Fi" and go to basic wireless settings. Okay, do you see the name that you had set up earlier? or is that still link this? Okay, you may change the name there. Okay, make sure that you change the 5 gigahertz as well as the 2.4, okay? [ silence ]

All right and please don't forget to save the settings. Okay did it bring you back to the same screen or? [silence]

Still loading okay. It's okay. If it's still loading, ma'am, can we um just manually type the uh 10.10.10. Okay, we're just manually typing the link because the automated system is still loading as you can see. Okay? So you can see the link please. Okay, so just go on. [silence]

ab and repeat on the address bar. Yes, that's right. HTTP. Okay, go back to configuration. Then select basic wireless settings again and check if it saved the settings. OK. It saved it. OK, good. Now, can we go to wireless security? OK. Then, for the security mode, you can just choose WPA 2 personal and put in the password.

[silence] Should be whichever you want. transcriber: T deflect five [ding] or 2.4, okay? then yeah save the settings.

If it takes time to save, ma'am, try to reload it, just like what we did earlier. And to verify, just go back to configuration and then wireless security and check if your password saved under passphrase. Okay, very good. Now since these uh wired computers already working, we will now check your wireless device. So try to go to your wireless phones or your wireless computers.

[silence]

Turn try to turn off the Wi-Fi and turn it back on and check if you see your network. [silence] You don't see the two networks? Even the the 2.4 and the 5 gigahertz it's not there. Can you check the uh

Hold on. Do you see any, um, Wi-Fi indicator on the, uh, on the Linksys? Yeah, on the front. Yeah. On the router, on the front, do you see Wi-Fi, um, label or no Wi-Fi? Cause there's power and internet, right? We don't see any... Yeah.

But the internet light, is it turned on? Is it blue? It's not. There's no light on the internet. Can we turn off your, uh, Linus router, ma'am? Wait for 30 seconds before we turn it back on.

While waiting for that, Miss Brown, can I put you on hold for about three to four minutes? I'll just have this checked. Okay, let me verify this with my, uh, with my resources. Just hold on, please. To can, to can

Ms. Brown. What make and model is on the router? Okay, why don't you try to unplug the power line which is feeding into the router.AC adapter. OK, can we go back to your computer? Do you still have the blue page open? And can we go back to system status ma'am? OK, then go to ports.

The internet there, um, it, it says that the the port speed is one gbps, right? Yeah. And so under port speed, it actually shows up the 10 slash 100 slash 1000 bps. I mean mps. And there's a green uh rectangle there, right? What about on the uh port number three? I mean, on the, on the port uh numbered ports. Do you see anything under port speed? Mhm.

so there's nothing uh-huh Yes, because there is the, there's only one computer connected to it. Under port 1. So under port 1, there's a green rectangle there, right? It shows green. And what about the internet? Does it showed up green as well? Okay. Well, um actually the modem is actually uh, is detected.

by the Linksys router cause it shows up green under internet can we go back to configuration ma'am and go to Wi-Fi okay and under five gain we change the channel under five gigahertz go to Wi-Fi and then kindly change the channel to 36 all under five gigahertz and then for the 2.4 change the channel to six and then save the settings uh under Wi-Fi if you go to basic wireless settings

for the channel with just set it to auto um change the channel to 36 under 5 gigahertz and then for the 2.4 just use the channel six. [silence] Okay, so after we save, I mean, after we save the settings, ma'am, can we go back to one of your wireless devices?

Even if you turn off and turn on the Wi-Fi, it's still not detecting any of your network the 2.4 and 5. Okay, let's try it. Yeah, the the Wi-Fi on your phone, try to turn it off and then turn it on again.

Turn it off, disable it and enable it back. [silence] it's not the one that you've set up, right? You don't see your the network that you set up. Can we check your other wireless devices? Check if it shows up the name.

911 what's your emergency? Your call may be recorded.

Yeah. they're not appearing. okay. alright. if you go to configuration on your computer, ma'am, the do you see a check mark under SSID broadcast, under basic wireless settings? is it checked? okay. um, okay. yeah, yum. yeah, look for SSID broadcast. make sure that that is checked. they're both checked right? for the 5 gigahertz and under 4. ok. um, let me verify this, ma'am. um, one more time with my immediate superior. okay, it seems that the gun. this, this is wireless route. R is not broadcasting the signal, okay? By default, you should be able to see the network. Even after the reset, we should be able to see the default name which is links. <start_of_audio>This For Linksys. <start_of_audio> But right now, it's not showing the default names and I'm gonna check if there's a firmware available. <start_of_audio> I mean hopefully we would be able to update the firmware. <start_of_audio> I mean do a reflash on the firmware for this one. Because if not, then yeah, there's really nothing that we can do. <start_of_audio> But let me just verify this. Okay? I'm gonna put you on hold for three to four minutes, ma'am. <start_of_audio> Okay, just hold on.

just the cable that's there's a cable actually connected from yours, modem, to your Linksys, right? So kindly disconnect the the Ethernet cable that goes to the modem. Yeah. and connect the other end of that cable to port number three. Cause I think port one is already, uh, used. It, that is where the computers connected, right? Yep. So let's just try to connect it to port number three.

Okay, now can you please check the lights, the light indicator, ma'am? Check if the internet light is lit. Mhm. Still no internet light. Okay, yeah, because the thing here, ma'am, is we cannot perform any firmware reflash since this router doesn't have any firmware available. Okay? Since this is one of our end of life routers, so there will be no further updates for this particular router. Okay? Yeah, unfortunately, there's really something going on with the hardware, with the [truck engine revving in background] [music in background] Okay, it could be that firmware is corrupted. That's why the Wi-Fi capability or the wireless capability on this router got disabled or it's not working at all. The thing with this router, it doesn't have any wireless light, so we really cannot tell if the Wi-Fi is working or not. So we cannot perform any firmware update since there's no available firmware for this one, ma'am. So, the only thing, the only devices that can work with this router are your wired devices, wired computers. If the wireless capability on the router is already corrupted, it got disabled or it got turned off. It's not functional.

and conditioning. We apologize for that. Yeah. It seems that after you had a power outage, right? Yeah. After the power outage, ma'am, the firmware got corrupted and that made the wireless not working anymore. Yeah. We apologize for that. So thank you so much for your time and your patience, ma'am. You may actually connect the cable back to your modem. So your computer will work back. Yep. But the the problem is the wireless is no longer working on this one. So I would really advise you to get a new one. But if you have a new router, if you have a new device, um you will get free technical support. You won't uh have to pay for the service.

Okay. All right, so ma'am for more information, just please visit our site, support.linxys.com. Thank you so much for your time and your patience. Thank you again for calling Linksys. This is Epi. Have a great night, Ms. Brown. Thank you. Bye bye.