Speaker 1
Hi, I'm calling because I'm having some issues with my router. I had, I was on a call two days ago with a representative there and we spent about two hours going through things, setting things up. And she was supposed to send me an email with a with a case number, but she never, I never received that email. So, I'm calling a partially to report back results from what we had done. But, the second thing is I just had an internet outage and
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. Hi, thank you for calling Linkys technical support. My name is Ellie. How can I help you? Uh huh. [silence]
00:00
Speaker 1
My area, and I've confirmed with the Internet service provider that, uh, that everything is back online and the signal is coming into my modem, but my router is not able to connect to the internet. [silence] Okay. You were able to? Great. That's correct. Excellent. Because, as I say, I was worried that I didn't have the number and I'm like, oh, man, I don't, I looked through all my email folders, and I'm like, crap, we spent a lot of time working on this, and I don't know the ticket number. [silence] So, yeah, go ahead and take your time. You're gonna need a few minutes.
01:00
Speaker 2
OMG. Okay, I see. So, uh, let me just go ahead and check the previous technician's notes. Since I was actually able to pull up a record here. And I believe I'm speaking with Vincent Raven. Okay. Can you give me at least, like, two... I'm sorry. I know it's okay. So, uh, just give me a...
01:00
Speaker 1
it's solid red. so i I do have three but I only have two online right now because when I was working before we set up the uh on Tuesday uh I I had a disconnection and my son had a disconnection and I went to the app and that one of those nodes uh it said it was offline but the other two were online
02:00
Speaker 2
vince since right now what is the LED light of the link sys router that you have at least just us all right and like you have three of this link Just router and then all of them are showing solid red or only like one of themUh, okay.
02:00
Speaker 1
So, and they were close to each other, so I just disconnected that third one. Um, so now that was part of the update that I had that I was having issues with that one. But right now, that one is the, the parent is solid red and the child is solid red as well. [silence] Correct. That's
03:00
Speaker 2
[KEEP_UNCERTAIN] Oh, okay. OK, um, Sir Vincent, just to make sure, uh, you did already tried switching the pair, the old parent no to another parent, no, like with one of your child, no. So, uh, by the way, right, just like after you switch the parent no to one of your child, no. Uh, did everything work? And then suddenly, everything just became, uh, silent?
04:00
Speaker 1
So, Monday night, it was better, but we still did notice some connection issues and some packet loss. It didn't fully disconnect us like it had done before. And I don't know if that's because we had set the static DNS entries or what was causing it, but so it was better, but it wasn't completely fixed. Last night, last night we were having issues, however, my friend who is in another part of town was also experiencing the same issues, so that was clearly not just me. That was an epic server, Fortnite issue. Um, so, um, but right now, I mean, I had an issue earlier today where I lost connection and then, and I don't know if that was a Cox thing or if it was a the [ silence ] router thing, but then, um i did have a an outage from [ silence ] Cox, and then now it's not responding back. so that that was kind of my update cuz she had said to give it 24 to 48 hours and I feel like I had a test where it was better, but not completely better. Um, but I was I'm going to going to give it another test tonight before I called you back with the updates, but it's not responding responding now, uh, before I call early. yes. So, so my internet went down and then I called them. So I went and [ silence ]
05:00
Speaker 2
Oh, okay. So, uh, you mentioned, sir, that there was an outage from Cox. Like- did- something happened? Uh, like, did- the internet was down? Like, did the Cox send you an email? Like, uh, there's a problem on their end? [silence]
06:00
Speaker 1
log onto my modem, because I've been having, I don't know how much you can see that, but I've been having issues for the last couple of months. So, I, I troubleshooted the internet lines. I troubleshooted the modem. I troubleshooted the, now, we went to the router. Um, so, I logged into the modem to see if there was an issue and there was a T3 timeout. So, then I called Cox and said, hey, I'm getting this issue. You need to send a tech out. And then while I was on the phone with her, she said, oh, there's other people reporting issues. So, there's now an outage in your area. And, uh, so then after about two hours, uh, it said it was good. So, but my router still said had the red solid light and my modem still had a blue light. So, I powered, I unplugged them both, plugged in the modem, waited for it to come back online, plugged in the router, waited for it to come back online, and the router just stayed red, or went back to red. So, then I called them and said, is there still an outage. They [silence] Said, no, everything looks good, they said. The signal was coming from them into the modem but they couldn't see any further than that. And so then I power cycled the router again and it's still just a solid red light. And when I log in, when I connect to the interface, the web interface, I see there's a green check mark from my laptop to the router. But from the router to the internet, it's got a red X. They Yep, they, so the one.
07:00
Speaker 2
uh huh. okay. thank you so much at least you absolutely have all of the the uh you know this idea already um uh serve and sent and also just to confirm like since you have already called your internet service provider and they can really confirm that uh a signal or an internet has been sent directly to your modem and everything should be working like did they run some tests just to confirm that the everything I'm sorry
08:00
Speaker 1
one rep sent me a uh refresh signal um and then she said everything was looking good on her side and then I told her about my router and so then she transferred me to the second level tier and then he logged in and he said he could see everything was the signals were coming into my modem and he could see my modem online so he said everything from Cox up to the modem looks good um there are two there's a 2.5 gig and then a 1.0 gig the 2.5 gig Um, I did connect it to the modem and I got into the interface of the modem. But, um, when I do that, I, I can't, I cannot get, uh, internet connection with the two lines coming out. It only goes to the one. And that which, next, it goes, right? And that goes, well, it goes to the, uh, when I've hooked it up like this in the past, I've, I can get to the interface of the modem, but I can't, uh, get to the internet through the modem because the internet's going through the 2.51, which is going to the router. Correct. Sure.
09:00
Speaker 2
to uh it's for the machine do I'm sorry ohh I only get the two point five okay but you do have a computer that could work with the ethernet cable okay can we take advantage of that uh computer so that uh we can run some tests
10:00
Speaker 1
Mhm. Yep. We can do that. Complex. See that. while and, and with the the technator last Monday, everything was working fine uh, and and we did the that factory reset of all three nodes and uh, everything was working fine the the issue that i'm seeing now didn't happen until just now with um, with this outage. Yep.
11:00
Speaker 2
Okay. So instead of plugging in the other end of the Ethernet cable from the 2.5 port of your modem, can you unplug it from the back of the Linksys router and put it directly to your computer? Since that is the only thing that you haven't tried last Monday with the previous technician. Let's do it. [silence] Mhm. [silence] Ah, yes. [silence] Brace, uh, we just really wanna make sure that cuz, uh, like, you know, well, maybe from there and everything will... [silence]
11:00
Speaker 1
Yep it is. So I've plugged into, so my laptop is now hardwired into the modem and I'm able to go to Cox.com. [silence] Yep. Yep, I have a window open for that already. K.
12:00
Speaker 2
y from your internet service provider, however the modem itself is still not receiving any internet connection. So we just want to make sure that everything is working before we move forward on your router. That because [silence] [silence] okay. And, uh, this is still Windows computer? [silence] Okay. Uh, can you tap on the search bar at the most lower search bar of your screen that has the magnifying glass beside it? [silence] Okay. And then type in CMD. [silence] Okay. That's perfect. Now type in IP config.
12:00
Speaker 1
Um, okay, and then, I didn't think about checking this. Yeah, what would you like me to look for? Yeah. So the IPV for address is 98.179.26.190. Correct. Yep. [silence]
13:00
Speaker 2
Look for IP address. Start.98.179.26.150. Do you want to okay can you try to run a ping uh using that IP address so just type in first ping
13:00
Speaker 1
ok dash T you want a trace on it, okay, Oh don't need to let me try that again did I screw it up let's see 90 IPv4 98.177.97.70 [silence]
14:00
Speaker 2
d space the IP4 address that you just got earlier and then space dash T. So, that should be ping space 98.179.26.190. and then space dash T. So, there should be no problem. So, let's put up a timer for 10 minutes. So, there should also or 20 for. Okay. Yes. Point. and dot. 26.
14:00
Speaker 1
26.190.t. oh yeah, space-dash t. yep, ping space the IP space-dash t. Okay, so when I do that, it tells me general, the response I'm getting back is the words general failure. So it's a modem issue. the normal ping. yeah,
15:00
Speaker 2
the 190. Space. Uh. There should be a space. So. Ping. Yeah. Yeah. Ping space. Uh. Space. Yeah. And then just press enter. I'm sorry. Uh. Oh. Now that's. So we have identified directly. So the modem is really still not working. Uh. Yes. uh. Uh. Cause if the modem is actually working, what you should actually getting is reply. Yeah, they're normal ping and then they should be running smoothly without any interruption or maybe something's interrupt it. [silence]
15:00
Speaker 1
Yeah, general failure. Oh, hold on. Wait. No, that's the right one IPV4 address 98.179.26.190. Okay, so, okay, so that IPV4 then, is that coming from COCs or is that something I need to reach out to the modem people? Okay. [silence] Yeah.
16:00
Speaker 2
something like request time out? Or that's the one that you're actually getting right now like in a general something. If the model yeah, general failure. So if the page. Mhm Thank you. Now that is uh, that is the internet um, IP address. So that IP address is coming directly from Cox. Yeah, so if that thing is really not running and you have that general failure results, so the internet is fully not restored on the device. So you might really want to need to consider calling Cox directly first and check if everything was truly working properly. [silence]
16:00
Speaker 1
Yeah. Should I should I restart my laptop? Okay. Okay. Okay. So I plugged unplugged it. Yep. That's what I usually do. So then when I run the IP config, I should I should expect to see a different IP address, right? Oh, that makes sense. Okay. So it's so that's but that's crazy. That the ping is failing, but I'm able to get to linksys.com and Cox.com.
17:00
Speaker 2
[silence] Uh yeah, you can you can try it and how about with this one? Uh how about you restart as well the modem before you restart your laptop? So, turn off the modem and then turn it back on. [silence] Yeah, but give it at least um 30 seconds before turning on the modem back again. Yeah. [silence] Or maybe if they set it to static, you should be seeing the same IP address. [silence] Uh, I guess so with or without [silence]
17:00
Speaker 1
Well, right. But, um, but I was able to go to regular in Google. I just went to Cox.com when I was before before you had me do the ping. I was able to go to Cox.com and Linksys.com. Not not the interfaces for them, but the actual web addresses. But then, when you had me pull up the ping, then it comes back with general error. And I was, because earlier, but before when I was working with Cox, I like I said, I did log into my my Meraki. I can SA probe and fiber light. PASS probe ping Meraki. Show show ARP 94 64. 204 204.
18:00
Speaker 2
an internet connection, you can still definitely manage uh the router and the modem, because they will you will still have access for both of them to manage the router or the modem with or without an internet connection. Oh.
18:00
Speaker 1
Modem interface. But like you said, without internet, I should still be able to get into there. Um, so I was, I saw the logs and I saw the hour coming through and I saw all those things. Um, so that like, yeah, that I expect, but to be able to go to cox.com. That was weird. Okay. I'm going to plug it back in. Now, so then, okay, so then since, we'll see what happens here, but, so the line coming through wasn't even getting the to the router and that's why the router was still red. Okay, so, so go ahead. Should I restart my computer now? Okay. [silence]
19:00
Speaker 2
Yeah. [silence] so yeah, um let's try it. Like you know restarting your computer. Okay.
19:00
Speaker 1
Oh. It's. Uh, I'm not gonna be able to to restart my computer, because. Looks like I've got a Windows update that needs to be. applied. I don't know if it needs to downloaded or not. Yeah. Yeah, but I I have. Um. it's
20:00
Speaker 2
[KEEP_UNCERTAIN] Uh, I'm sorry. Oh, okay. Oh, well, sometimes it really do requires to download some, you know, some updates, especially in the computer so that it could absolutely like, you know, perform well, and how would you expect it to perform? But uh, by the way, what's the the what is the operating system of your computer? Like it's running with the, uh, is it.
20:00
Speaker 1
Windows ... I ... believe so ... [silence] ... the Switch ... [silence] Yeah, the Windows icon is on the ... is in the center. Yes. [silence] Yeah. [silence] And it wasn't ... it wasn't, uh ... it didn't have that there, uh, yesterday when I was doing stuff, so I must've ... come up with an update today. [silence]
21:00
Speaker 2
You know the windows icon and then. Okay, yeah. And then it's of Windows 11. It's just that it's really asking for some new updates. So that is why
21:00
Speaker 1
Okay, so my modem is now back online. Solid blue. Okay. And so, the IP, if I did the IPV4, or the IP config, and looks like it gave the same one, 98.179.26.190. Yep. [silence]
22:00
Speaker 2
Yeah. How about you update your computer so that, you know, we can naturally run or test everything? uh, mhm. And what LED light should you expect if the modem is online on that, um, with that device from solid blue? mhm. mhm. mhm. mhm. Okay, so yeah, I can try again running the ping. So, ping, space, IP address, space, dash, T.
22:00
Speaker 1
No, same thing. Wait, so is, but is that IP the four, is that, that's address is my address? So, and should I be able to and so I should be able to ping myself? Okay, I've never done that before. Hmm, right. [silence]
23:00
Speaker 2
Yeah, that was actually the uh the internet address that has been assigned to you. Oh yeah, sir, you should be able to, because that's actually. Oh, yeah, that's that's pretty okay, so yeah, you should be able to run a ping use uh you know using that IPV4 or that internet address that has been assigned to you without any problem. If the modem is actually working properly. But if you're getting a general failure, so you might really need to consider calling the internet service provider of yours. [silence]
23:00
Speaker 1
Okay. Um yeah I'll have to give them a call back and then I still have the other part of the how it's kind of worked better but it didn't but uh at this point I don't want to I'd like to just deal with this issue first and then I can give you guys a call back on next steps or settings or what else we can do because like I said I wanted to test it again tonight but I got to get back online first. Okay great. Yep I just can ask for that. 136-981. Okay great. Okay. [silence]
24:00
Speaker 2
Yes, sir. So, uh, yes, uh, just, um, this is the ticket number, by the way. So the ticket number, yes, so the ticket number is 136,981. Yes. Okay. So, yeah, I just fully documented everything as well with the documentation of the previous technician.
24:00
Speaker 1
Great great yeah because the the network connectivity issue is the other issue but um yeah so that that's good to hear that's all in there Um okay so I need to talk to Cox and say hey I'm getting this on my ping for this failure and then um and then once I know that so then this would be a way to test it is there anything okay so is there anything else that if I can test with Cox or I can make them check or tell me because if they tell me to go to you know go to a website uh you know it's it's going to go there if if I do Let me try again Cox.com If I go to search
25:00
Speaker 2
[KEEP_UNCERTAIN] So, yeah, so that the next technician that will go into receive your call, they'll definitely have the idea on what we have checked and what you will have done so far with the very previous technician, so you don't have to repeat yourself. Oh. Love you. I uh.
25:00
Speaker 1
to cox.com or the local television, KETV.com, it takes me there. [silence] Okay. Okay. Okay, well, I will give them a call back and uh see what they can do. So then, I, when I ping my IP address, like you said, I would expect to see a normal ping trace with the timing and everything.
26:00
Speaker 2
Okay. Okay. Okay. Because here's actually the thing, or the main thing here about, um, maintenance and about the routers, because routers always relies on the modem. If the modem really has a problem, then of course the router can't really also perform. So that's why we really need to make sure first that the modem is properly working before we proceed on the, like, you know, before we proceed on the routers. That's actually the thing that we need to make sure first. Yes.
26:00
Speaker 1
Okay, okay. Okay. Yes. Yep. Yep. Yep. Okay. Okay. Okay, and then, and if I'm so if I'm with with this issue or with the network connectivity issue or with both? Okay. Okay. Okay, great. Yeah. Yeah, cuz that, that network issue was definitely with the links to the router. Um, and then, yeah, so there's other steps. We'll, we'll get, uh, yeah, I think I'll, uh, so but we can call and send it straight to level two. So that'd be great. Okay.
27:00
Speaker 2
been already approved. So once the the people from Cox really means that everything was actually working. Give us a call back and if the router is still not functioning, so give us a call so that we can escalate this issue, okay? And then you'll be assisted by our level two technician right away. both. For as long as the issue is under with the Linksys router, then we will we will definitely help you out. Okay. So yeah, just to
28:00
Speaker 1
Will do. Thank you for all of your help today. I appreciate it. Thank you. Have a good day.
29:00
Speaker 2
Provided a ticket number, and then you'll be assisted. Okay? Thank you so much. It's Babafrenna Have a good one.
29:00