V2 Rubric Detail — 5359d044-76e8-11f1-9…

welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys Technical Support. My name is Ali. How can I help you today? Um. And what is exactly happening right now, sir, with your router? Okay. Uh what is the LED light, sir, that is coming from the uh Linksys router? Okay, right now it's showing blue. Veh, when the problem actually happens, sir, do you notice the LED light of this router?

Okay. So do you actually experience this problem like, um, if you can, you know, estimate, how many times a week do you experience this problem? Okay. Um, have you called your internet service provider, sir, regarding the problem? Okay. I see. Um, sir, can I have the model number and the serial number of your linksis router? It's at the bottom of that router, sir. Yeah.

[silence] Okay, let me read it back. That's 59S for Sam, 10M for Mary, 29E for Echo, 10040. Yeah, 59S for Sam. [silence] And uh, who is your internet service provider? [silence] Verizon, okay. And by the way, sir, is this like your first time calling Linksys?

Okay, you called in the morning. Let me just check if we have your record here. Just give me one moment. Okay. I actually don't see any record here on file, sir. Can I please have your first name and your last name? Malik M-A-L-I-K, right? Okay. And how do you spell your last name, sir? Okay. Thank you so much.

And how many links is router do you have, Sir Malik? Yeah, I mean, how many of those links is router, do you have? Okay, only one, thank you so much. Can I also please have your active email address, Sir Malik? that AOL.com. That's Dahir 0045@aol.com. Okay, ah, Sir Malik, just give me one moment. Let me just create a record for this conversation.

uh-huh [silence] and uh by the way uh Sir Malik when you actually noticed that the internet was actually dropping uh what have you done so far with the router? um-huh okay uh-huh okay okay um Sir Malik do you uh men uh do you have any like um available ipad or laptop that we can

He could use for this one because we actually need to access the router settings of your Linksys router sir. Yeah, we are going to access the web browser interface of your Linksys router. Okay, and this laptop is already connected to your Linksys Wi-Fi network, right? Okay, please open a browser. Okay. Now on the URL bar, type in 192.168.

. 1 dot one. Yeah. correct. Yeah, it's OK. So use the router password that you can see at the bottom of the router, OK? I don't know. [silence]

Okay. Okay. So you're already in. Correct. Okay. Please go to troubleshooting. That's under router settings. Okay. Now go to the second tab that says diagnostics. Uh-huh. And then tap.

So, you will be sending us an email regarding the information of the router. So that I can check it here. So, [silence] sir, just type in customer support at [silence] linksys.com because it will be asking you for an email information, right after you tap router info or share router info. So, yeah, just type in the email option: the customersupport@linksys.com. Just let me know, sir, once you're done.

Okay. Did you send it already, sir? Okay. Thank you so much. Okay. Perfect. Thank you so much. Okay, I'll be checking it here for our system.

And also sir, uh while waiting, uh how many of your devices are currently connected to your network? Uh-huh. How many of them are wireless? Uh, sorry.

Okay. It's okay. Okay. Thank you so much, sir.

Speaker 0: Okay. Okay, Sir? Just to make sure: the one that you have input is customersupports@links.com.

And, uh, by the way, Sir Malik, while I am waiting for that one. Let me just also clarify something since you only have one node or one Lynksys router. So, when the issue actually happens, sir, like is this only happening on a specific location inside your house or are you experiencing the issue, uh, like, you know, in other rooms and? Yeah. Yeah. Okay, thank you so much, sir, I just actually receive the uh, the information that I was actually asking earlier. So, just give me one second. Yeah, so let me just go ahead and I will check this, um, logs that you actually provided to us. Just give me one uh, one moments. Okay, so I'll be saving this one and [silence] Oh Give me one moment, sir, okay? Because I'm actually pulling up some more my resource. process. So that we can move forward after I actually checked uh this router information that you just actually forwarded to us, okay? Thank you so much. Mhm. [silence] How do you do? [silence] How do you do? Okay. Okay. So, uh, Sir Malik, yeah, thank you so much, by the way, for, um, giving me enough time to double check everything here and just to make sure that like, you know, we are following the right troubleshooting steps, uh, you know, regarding with this, uh, problem that you were actually encountering right now. So, uh, when the internet actually drops, sir, and since you mentioned earlier that, uh, the router actually uh, turned on, I mean, turned off itself. So, uh, when you actually notice, or if you happen to notice it, sir. Did the LED light of the router blinking? Or it just easily turned off itself and then on. [silence] [music] Okay, so, uh, Sir Malik,

Okay. Right now, it was working fine. Mm, okay, thank you so much. Flashing red. Then yellow. So okay, so uh, sir, you are still at the web user interface of uh your linksys router, right? Okay. So you're still under diagnostics? [silence]

okay sir and you will see there the ping IPv4 ok so sir can you like uh type and can you see there the internet address let's on the right side all right um no the under the share router info with lnks st there is an information that says internet address and then yeah there is a number right after the IPv4 information can you give me the IPv4 numbers sir OK thank you so much [silence]

Now on the left side of that one, you can see the ping IPv4, right? Okay. Now, you can actually type in some information on the box there. So, can you type in Google.com? Yeah. Yes, on that one. Just Google.com or youtube.com. Okay. Yeah. Can you change it, sir? Make it unlimited. Yeah, and then just please go ahead and tap on start to pink.

so, uh, just let, uh, just let it run, sir. And then, let me know if you can see any request time-out information, okay? [silence] okay, so, uh, and then, um, while waiting for that one, sir, uh, let me just also check the firmware, uh, your router is uh, currently, um, carrying right now, okay? [silence]

[KEEP_UNCERTAIN] and uh... by the way Sir Malik just to confirm if you can just give me an estimation like um... how big or can you tell me the area or the are estimated uh... area of your house or like how many square foot [silence]

like 606 squareity okay give me one mom. Yeah

okay so if this is actually the area of your house or so it's really like you know I'm kinda big but um just to make sure as well uh sir Malik like are you also experiencing the same issue when you are are with I mean when you are sitting beside the node or beside the router huh okay cause so though you are sitting beside the router the issue is still like that like it's dropping Okay, let me just double check that. Okay, so um Sir Malik, how about the thing that you just actually running earlier? Did you receive like you know, um, some error like request timeout or something else? Yeah. Unexpected value like either I don't know how could we figure same thing out but yeah. Okay, yeah.

now. Okay. I can you close that ping sir. just easily close it. Okay. uh sir can we run another ping but not the one that you used earlier. So run another ping test. uh use the eight point eight dot eight dot eight. So that's four eights. eight like the number eight.

Um, it's okay. Yeah. So, eight dot eight dot eight dot eight dot. Okay. Can I can I remove the dot after the fourth eight? So three dots only, sir. So eight dot eight dot eight dot eight. Yeah, okay. Then three... um, after the last eight. So there is only three dots, so the- okay, and then just please start running the ping.

Yeah. And then use the unlimited, sir, OK? OK, thank you so much. And then, uh, let's, uh let's put up a timer, like, um, let's, uh put up a timer here, sir, for five minutes. I, and I'll, I'll just let you know once it's done, OK? And then give me, if there, I'm sorry. Okay. Okay. Okay. Um, sir, the laptop that you are currently using right now, sir, um, can it work with an ethernet cable? Or does it have any ethernet port with it? OK. Um, and, uh, do you have a desk?

Okay. Okay, so you don't have available like a laptop or maybe a desktop that could work with an ethernet cable, sir? Uh-huh, huh. Uh-huh, I see. Or give me one minute, sir. One moments are okay. I'm actually looking for some other options that we could actually exhaust regarding with this one. Okay. Give me one moment.

Okay, uh the ping you just run the ping, correct? Okay. Um it uh, yes, sir. So did you receive any request time out um error or no? So the reason actually sir why I did ask you if you do have any, you know, a laptop that could work with an ethernet cable because we are actually about to bypass the router and connect a computer directly to your modem or to the internet source. Maybe there is a problem with the internet source or with the modem that you have. That's why the router was actually acting up like this. It's not actually available. So that's why I'm still looking for some other way. Or in weekend test, like, you know, like, which or who is really causing the issue? Just give me one moment, sir, okay? [silence] hello. sir, Malik I'm sorry.

So, um, have you tried our resetting the router or ringing it back to its default, you know, default factory settings? Okay, um, sir Malik, I actually have some troubleshooting or we, there are some things that we can perform for us to isolate the issue and that is uh, resetting the router itself. But after we actually do that one, uh, just to set the proper expectation regarding with this process, 'cause after we reset the router and bringing it to its factory default settings, of course, all of the nine devices that are currently connected will automatically be disconnected. Okay? And then the second thing that will happen is if the issue still actually persist. Um, of course, uh, might be, you need to contact your internet service provider to check if there is actually an issue on their end.

or might be there is an issue with the internet source.

up until the light uh will turned off. okay. so uh we should be getting a solid purple or magenta color from your uh linksys router and after you reset this one okay. uh... did it uh okay. is it still blue right now?

Okay. Let's just wait for it because might be it's still under the process and resetting everything. Let's just wait for it. [silence]

Okay, is it, is it now I mean did it turn to solid purple or magenta?Okay, solid purple. Now sir, I want you to press again the reset button of this router like for five times

can you press release press release? press release. do it for five times sir. uh huh. okay yeah that's actually normal so that's actually the most easiest way to set up a router by pressing the reset button for five times so let's wait up until it turns the solid blue cause that process uh will take for like about two to three minutes okay it's okay. [silence]

So, is it still flashing, sir? Okay. Now that it's solid blue, sir, let's observe this one sir and then try to connect the laptop back again to the Lingus router. Uh, huh. [silence] And then I tried to observe, because as what I actually have noticed earlier, while we are talking, the internet drops every after, um, earlier that was actually every after 10 minutes. [silence]

So, let me just put up a timer here. And let me know if you experience that the internet drops or the laptop suddenly gets disconnected. But open a browser sir, please. add links to web user interface. Okay. Okay, you're still at the diagnostic page. Okay, thank you so much. Can you then run again, sir, another ping? So use the 8.8.8.8. Okay, start the ping and then use again the unlimited one. So just use the unlimited sir and then let us observe. Because this is actually what will going to happen sir since we cannot identify if the modem is the one who is really causing the issue or is it like the router because the internet only actually only drops and then the router turns to solid red I mean blinking red so if that is actually the case

You might really need to contact your internet/service provider so that they can check it physically there and see if maybe the modem is actually the one who is faulty/ or maybe the router. So, but (okay)/(huh) this/ for this one, sir, let's just try to observe it and then let me know if the internet still drops after we do the reset, okay?

Okay. Uh, no, sir. The log is not actually telling it, like it's not that it's dropping every ten minutes. I did actually observe it during our conversation. [noise]

Okay, so, um, everything was actually, um, I mean, we cannot really identify, sir, like, you know, like as of the moment if there has been a problem, but now since we have reset the router, and it actually brought back to its factory default settings, um, what I can actually suggest about this one, sir, is to observe the connection. And yeah, so, observe the connection, sir, and if you still experience the same, um, you know, the same issue that the internet is really dropping, you might really need to consider contacting your internet service provider and then let them check the modem or the internet source that you have, since we don't have any device. Our computer that could work with an Ethernet cable. Yes, by that one. Yes, because that is actually the only way that we could determine if there is a problem with the modem, because we cannot really jump directly to the conclusion that the router or the lane is router is the one who is causing the issue, because there is two devices that are working together in this case, right? That is the modem, which is the one who is getting the internet, or the internet source, and then the router, who is the one that is, like, you know, um, providing or giving the internet or trying to spread the internet connection through all out your house. So, uh, please observe the internet connection, sir. And then when the issue happened, contact your internet service provider right away, okay? Okay. Thank you so much, sir. And if you happen or need to call us back, sir, may I speak May I speak to your technical support? Thank you. [silence]

Malik just provide this ticket number the is 135 771 yes that's the reference of our conversation so yeah thank you so much as well sir Malik and don't forget to um try to observe the connection okay thank you so much yeah have a good one bye bye for now