Speaker 1
[silence] [silence] [silence] Mm-hmm. [silence] okay You there? [silence] Thank you. Mhm. Mhm. Mhm. [silence] oh, that's great. you know. I'm out. I'm gonna get something from the park real quick, please. I'll be back. Hello? Hello? Oh, are you the manager? No, I'm Gabriel with Department 301. I think the other day they came to check out the balcony. Um, do you know when they're going to come in? Oh, Okay. Yeah. Okay. Yeah. Okay. Gotcha. Okay. Okay. All right. Thank you. I wonder. Mom. Plus the internet doesn't work right. Mom. No? The internet's not working right. Mom. You still here, B? [silence] There is no internet. Well there is no internet baby silence, [silence] Well, come. And I will go back on. If you want to watch with me. It's okay, go ahead. [silence] [silence] for [silence] fall. [silence] and [silence] yes. um is that it? and [silence] [silence] uh huh more here. oh my god. hmm. uh 12:27. [ silence] don't be cosplay. say hmm. and [silence] when a I'm doing this Kenji does not see the working No, I don't know. I don't work with my phone either. No, she I'm with my family. Oh. [silence] Good morning. Good morning. Good morning. Hi, Trooper. Oliver. [silence] It was bad, this morning. [silence] No, I mean most people. Oh, even later. What are you doing? You all right? Yeah. I'm gonna heat up your soup. [silence] I know there's no internet over here I'm trying to fix it Neil three-eight-five-seven-and-nine. eight-two-eight-three-eighty-four-eighty-five-eighty-six-eighty-seven-eighty-eight-515-11-531-54-15-56-57-159-100 Kamal Cameron. Hello. [silence] Huh? Hello? Oh, [silence] They're calling down to you. You can sit down. [silence] Hey. [silence] Hi. My name's Gabriel. I'm having issues with my internet. Uh, so there's, um, there's internet on my modem, 'cause I have a Spectrum, uh, uh, modem, but on my, um, on my Linksys router, I'm not getting no internet connection. Um, well, what happened is I...
00:00
Speaker 2
Hey, thank you for calling. My name is Raquel. How may I assist you today? [silence] Yes, may I know what's happening on your internet? [silence] Okay. [silence] Okay, I see understand. And is it used to work fine before?
37:00
Speaker 1
Had a different um spectrum router before and the louver, sorry I had a um spectrum mold before and ever since the upgrade the modem like um like a year and a half ago I've just been have it it's been having like connects connectivity connectivity issues like if the internet goes down and I try to like power cycle the internet it will come back up. So there's times where I have to like restore uh like default after like default the route to get it back you know, to get it going again. But it's been kind of a pain in the but but yeah let me grab that. Yeah so it's four three K 10 ML um 27 B
38:00
Speaker 2
I see. Thank you for that, Allicender Saint, and I'm sorry for that. For me to address properly the internet on your router may have its serial number that can be found at the bottom.
38:00
Speaker 1
027-15. Yes, correct. Yes. I've called in the past before. but not not so yeah I'm Nunez N-U-N-E-Z-G-A-B-E 7 A-O-L.com. Correct yes. [silence]
39:00
Speaker 2
All right, let me make sure I got it correctly. See that's 43, K for Kilo, 10, M for Mary, 27, B for Boy, 02715. Is that correct? All right, thank you. And is this your first time calling Linksys? All right, it may have your email address. Okay. No worries. Yeah. All right, let me make sure I got it correctly as well. So that's Nunez Gabe, so N for Nancy, U for uniform, N for Nancy, E for Echo, Z for Zebra, G for Gulf, A for Alpha, B for Boy, E for Echo, number seven at AOL.com. All right, thank you so much. And just to confirm,
39:00
Speaker 1
[silence] said uh where's that? the number. Oh yes. Correct. Correct. I'm I'm I'm I believe for like a year and a half or so. Yes. I think connected. I believe I just have one connected right now. It's red.
40:00
Speaker 2
affirm the model number showing at the bottom of the router. Is it MX? Mary. x-ray? 5500. I, the bottom of the router, is it showing their model number MX 5500? I, thank you. And how long you've been using your Lynx S router? Affirm, thank you. And while my system's checking the device's warranty and support overview, inksystems Raptors. So, upon double checking it here, so you have the linksys mesh nodes. How many nodes do you have? All right, and may I know what's the color light showing on the top of the parent node, the ones connected to the modem?
40:00
Speaker 1
No, I have not. Yeah. Yeah, so I, yeah, I powered up the, I powered down both at the same time. And then I powered up the, the modem after two minutes and then I gave that, and I made sure it went online. And then I powered up the node after two minutes once it goes online, but it's still going shred. Mhm. Yeah, I do. [silence]
41:00
Speaker 2
and to press the reset at the bottom of it when it started to lose internet connection. And have you also tried turning off and on the modem and the main node, the modem that turned it off both the devices and it's still the same. Okay, thank you. And then you have a computer that can connect using an ethernet cable in case you need to further check the modem first internet, since this node is dependent from the modems internet. Do you have a computer that can connect wired? Alrighty, thank you. And before we proceed with that troubleshoot
41:00
Speaker 1
Mm-hmm. Ochi. Mm-hmm. Is it just for one hour you said or? So, what happens like you say, if we can't fix it in one hour, then what goes on beyond that? [silence]
42:00
Speaker 2
greetings, um, Gabriel. Um, for checking here with the warranty of your Linksys router. It actually ended last uh, December of 2025. To set your expectation with our warranty and support of your Linksys router, so we considered it's out of warranty, and if you wish us to further troubleshoot your node, we do have this paid service for troubleshooting only lasting for one hour, and that will cost you $15. So that's $30 before. Now $15. And it's a one-time session. In in in the event that we determine your device defective and unable to resolve your issue, no replacement or refund will be issued. Would you like to avail this paid support for troubleshooting? Yes, for one hour.
42:00
Speaker 1
[silence] Okay. Okay. Got it. Yeah, I mean, yeah, let's go ahead and do it, yeah. [silence] Okay, one second.
43:00
Speaker 2
But, we will base it on the layout of troubleshooting. If after further troubleshooting exhaust all possible work, work, work around. If it's not really, your router is not really working with Internet and we identify as well that modem is, is working fine, so that means it's the note itself. Something to do with the note. All right. Would you like? Let me, let me ready with my tools here with a processing. I'm going to hold the line for about two minutes. I'm sorry, before we do that, let's try to first so that your $15 will not go to waste. So we're going to disconnect for now, your router from the modem and let's connect first your computer. I would like to check the internet IP address from your modem. Steve, thank you.
43:00
Speaker 1
So you said you want me to disconnect the node from it? Oh. Oh, okay. Okay, I'll power up. One second. No, it's Windows. Okay, I just powered up right now.
44:00
Speaker 2
yes you can use the same Ethernet cable that's connecting from the node to your modem, so use that cable connect to your computer if your computer is running Windows or is macOS, think you.
44:00
Speaker 1
Yeah. Yeah, it's um, you said the MAC ID from, or the serial number? Oh, oh yeah, it's a, E S 2251. On the bottom, it just has one port to plug into the uh, one yellow port to plug in, you know, the, to the router. Correct. Yes.
45:00
Speaker 2
All right. And while waiting for your computer, may have the model number of your modem from spectrum. This is for documentation purposes. OK. Okay. Or they have like a model number instead that came first with letters and followed by numbers. We're going to have beep. Okay. All right, thank you. And at the back of this modem, how many ports does it have? Okay. And right now, only the computer's connected wired to the modem, right? All right. I think Okay. Thank you. Once your modem, I mean your computer is up and running. We're going to have beep.
45:00
Speaker 1
okay okay yeah I'm uh I have internet I'm a computer now so [silence] okay [silence] okay [silence]
46:00
Speaker 2
we'll try to open command prompt can we try running or open website speed dotnet and may have their results next after speed dotnet
46:00
Speaker 1
Wait, if there's a way to to switch it from internet connection on my laptop. Uh, yeah.
47:00
Speaker 2
Yes, how about this? Let's open settings on your computer and then go to network and internet and then let's go to Ethernet connection. Do you have Ethernet connection? And let's check the status of the Ethernet, if it shows connected or check what is exactly showing on it.
47:00
Speaker 1
right now it just shows um network and internet slash identified network
48:00
Speaker 2
Are you in network and internet? May I know what are your options from there? Mhm. Okay. Are you able to click that ethernet option on your computer? Uh-huh.
48:00
Speaker 1
Okay. Okay. Okay. It's unplugging now. [silence] Me. All right. I'll be right there. Okay. I will.
49:00
Speaker 2
All right, so the time is up, we can now plug in back the modem to the power source. And let's give your modem a minute or two to wait for its light, especially if you have internet or online indicator. Let's wait for it to show a steady solid light. Sorry...
50:00
Speaker 1
[silence] Good job, baby. coming to you as well. It's very much a little plus. I'm doing. [silence] Brian is working one. Brian is a working one. [silence] Yeah, right now. So the online is coming up. It's still white. So it's usually takes like another 30 seconds and it'll just show online soon. Okay. Okay. Shows online right now. So let me check. [silence]
51:00
Speaker 2
All right, and how's the modems light? OK. Uh-huh, uh-huh. OK. And after it shows steady light, we'll check the connection on your computer with the Ethernet. We'll check if it's connected. [silence] OK. And can you open the view, the computer now? Try to open the browser. umbilical cord OK? It's has a?
52:00
Speaker 1
I'm still getting the same issue. This is like my work computer, so I don't know if there's anything I have to change because they actually use it for Wi-Fi. But I'm not sure if there's anything there's it's Yeah, I does.
53:00
Speaker 2
I see let me check the ethernet connection there it shows still unidentified right All right so our our our versus they have another isolation they have an extra ethernet cable we'll try to change the ethernet cable between your uh the one that you're using on the modem connecting to
53:00
Speaker 1
Okay, yeah, I have another one. Okay. Yeah, I changed the connection still showing the same thing
54:00
Speaker 2
Okay. And after changing Ethernet cable, we'll check again the status of your computer. I see.
54:00
Speaker 1
Okay. Yeah, it's uh Gabriel Nunez. G-A-B-R-I-E-L. Yes. Yeah, it's uh 4266.
55:00
Speaker 2
1. We're going to try to isolate your notes, reset and reconfigure it and further check its port, if it's detected properly and also the firmware. And as part of the troubleshooting session, I'm now going to um proceed with uh payment processing and I'm going to stop the recording to avoid getting your card information just for a second. All right, I'm now ready and may I have the first name and last name on the card? And how do you spell your first name? reduce? It's just one L, right? I think you. And may I have the card number?
55:00
Speaker 1
One, two, two, four, one, five, nine, seven, four, three, nine, seven, zero, four, two, seven, two, zero zero, five, four, two, six, zero, six, one, six, zero, six, nine, one, two, zero, four. Okay. One moment. Can you something, okay? One moment.
56:00
Speaker 2
[silence] And we have the month in year for the expiration. [silence] And the security code. [silence] And lastly the billing zip code. [silence] All right thank you. Let me place the order for the $[REDACTED_PAYMENT_DIGITS] one hour session. [silence] And you're going to receive an email for this uh order just for a second. [silence] Placing the order now. [silence]
56:00
Speaker 1
Please send this. Okay. Okay. Okay. Yes. Okay.
57:00
Speaker 2
All right, so order has been placed and I'm now going to resume the recording for our troubleshooting. And I'm going to start as well the one hour session. And to start with, we're now going to disconnect your computer from the modem and we'll connect back your node or the router. And make sure the cable is going connected into the internet port of the router. Okay. Right? And we're going to reset the router. So for the reset process, you are going to press and hold the reset and while you're pressing it, observe the light on top. It will go through blinking red. Then the light will go off. And once it turns blue, release the reset button.
57:00
Speaker 1
Okay. So I just powered up, do I do it now or do I wait till it comes back up? that's solid blue. Okay. Yeah, right now it's just solid. Mhm. hmm. Okay.
58:00
Speaker 2
okay first let's check the light, if it starts blinking blue then proceed with the reset. Let's give it a minute, maybe it'll start blinking later. Okay. So, proceed with the reset process. Press and hold the reset button, then observe the light on top. Wait for the light to go off after the red light blinking. Then once it shows blue again, release the reset.
58:00
Speaker 1
Not yet. It's still flickering blue. Okay, now it's now it's red again. Now it's blue. Yeah. OK. Yeah, we're now solid blue. I know I can not. Yeah. OK.
59:00
Speaker 2
All right. And how starry is it? Is there any changes on the light and you may release the reserve keypad? Uh-huh. Okay, it's red. Keep pressing. This time keep pressing and wait for the light to go off and then wait for solid blue again. All right? You may now release it. And next after they reset, we'll wait for the light to turn pink or purple, so from blue it will blink blue then solid purple or pink.
59:00
Speaker 1
Yeah, right now I want you, like, red. Solid red. No, it looks red. Okay. [silence] Sure. Looks good.
60:00
Speaker 2
Is it blinking red or solid red light? The red light, is it more of a pinkish red? The kind of pinkish. I see, we'll try resetting it again. Same steps, press and hold again its reset button, wait for the light to go off, and once it shows blue, release the reset.
60:00
Speaker 1
[silence] Trying to fix it right. Okay, I just turned it loose. I just let it go. Okay. [silence]
61:00
Speaker 2
Yes please and let's wait again for its light to go blinking then a pink or solid purple. [silence]
61:00
Speaker 2
All right. And is it blinking blue still? It's still restarting. It's still restarting. Is it blinking blue still? [ silence ] It's still trying to restart. It's like booting up. All right. So, it's ready. Okay. So, we're going to set it up using five press method. Five press is your coat of [ silence ]
62:00
Speaker 1
I, okay, I heard something blink. There's a delay. And then it turned off. And now it's, much, yeah, now it's just solid blue again. [silence] I have a doubt. [silence] b c. It's good. Thank you.
63:00
Speaker 2
[silence] click the reset the router five times. You're going to click the reset button on the router five times. So click it five times. All right and after five press, light on the router will start blinking again. Is it blinking white? [silence] And currently no light. huh. solid blue. We'll wait for it 1 2 2 minutes more. We'll start observing it. If it start blinking blue, then we'll wait for a steady solid blue.
63:00
Speaker 1
Yes, it's still blinking blue.
64:00
Speaker 2
and is it is it still still solid?
64:00
Speaker 1
[silence] So now it's uh like pink or purple again. You know um okay. [silence]
65:00
Speaker 2
Get back, still blue or purple. I see. So we're going to try set it up using your computer. Since it's back to solid purple, it means it's unable to configure itself. On your computer, we're going to open WiFi and under available network, look for a WiFi name that says " underscore Belop setup."
65:00
Speaker 1
under Wi-Fi okay I see it yes okay got it
66:00
Speaker 2
Yes. And look for a Wi-Fi name says underscore velop setup. Alright, is it showing the last and the is 6A1, underscore velop 6A1. Connect to it and if it's asking for Wi-Fi password, you may use the password found at the bottom of the router, the default Wi-Fi password. Alright.
66:00
Speaker 1
you're pretty okay. says no internet status says secured okay so it says no internet says secured
67:00
Speaker 2
It's been, you know, once it shows connected. [silence] All right, so we're going to access its settings, configure its Wi-Fi, double check the port and its firmware. But just it's working on its settings. So on your computer, let's open a web browser and at the address bar, type this. So that will be HTTPS H-T-T-P-S, W-W-W-W-W-(.) P-A-P-S-"Y-A dot P-H-O-T-O. Then colon, double forward slash my router. local. And search for it. Let me know if you are taught to warning privacy page, or a page showing links. Is there an advanced button to click? If yes, click it, then click continue or proceed to my router.local. All right. Okay, on that page, double click the pictures of phone.
67:00
Speaker 1
you said double click on what yes okay yes okay all right all right oh you can you can do this here right here oh you can you can do it without the loading loading loading I guess it's trying to load there we go who by you yeah it's showing up access router
69:00
Speaker 2
The pictures of phones are you seeing uh pictures of phones right? double click it all right double click it and it will show one moment screen then it will route you next to sign in page sign in is um using word admin to sign in all small letters a-d-m-i-n okay then let me know when the links to the Linksys Smart Wi-Fi page is showing up all right and uh enter the word sign in i'm sorry
69:00
Speaker 1
I got it. Mm hmm. I did that, what does that say we've updated our password requirements to be more secure? I Okay. Yeah. Mm hmm. Yeah. Mm hmm. Yeah. Mm hmm. Yeah. So this is not going to be like the Wi-Fi faster. I Okay. I'm
70:00
Speaker 2
admin. Sorry, admin, Word Admin to sign in. All small letters? All right. Yes, please, you're going to create your own admin passwords to make sure to follow the requirements. It should have letters, numbers, upper and lower case and special characters and make sure the characters are not showing twice. [silence] And no, it's only a admin password to log in into your router settings.
70:00
Speaker 1
Okay, now I just changed it, and then reset, let go, reset. Okay. Okay. Yes, correct. Yeah.
71:00
Speaker 2
All right. It's showing now the main dashboard. So on that main screen, scroll down all the way to the bottom part. You will see there the tiny letter C and A. CA, you will click it. Yeah, Charlie, alpha. Click CA. And after clicking C8, it will refresh the whole page. And we'll go to connectivity next at the middle left hand side below router settings.
71:00
Speaker 1
Okay. Okay, I see it. Yes. Okay. Okay, got it. It's saying applying changes? Okay. So this may take a few minutes. [silence] [silence]
72:00
Speaker 2
all right. And, after clicking connectivity, go to CA relator setup tab, the last tab. And you'll see there's SSID and password, right? You're going to enter your wi-fi name, your wi-fi network name and then password there. So that will be the wi-fi name that will broadcast from your router, your personalized wi-fi name. And once done, click setup node button. Yes, please. Okay. Let's wait for a message that will show router not found.
72:00
Speaker 1
Yes, as you are not connected to the router. Okay. Right now it shows Lakers and then it says no internet.
73:00
Speaker 2
All right, so we're going to open wifi on your computer look for the wifi name you have created and connect to it. All right, that's okay for now. So we're going to go back to the links to smart wifi page. Let's
73:00
Speaker 1
Yeah. Okay. Yes, I am. Okay. Okay. Yeah, right now, I got another message that says, you're not connected to your router, and it doesn't let me go past that screen. Yeah, this is retry, but yeah.
74:00
Speaker 2
Oh, R, R, R, this is what we were looking for. This router not found. Okay, let me know if you're in the connectivity page again. Okay. Okay. Okay. Okay. All right. So we'll go next to basic tab, the first tab on the connectivity. Yes. Then at the right hand side of basic, you will see the firm, firmware upgrade. Then below firmware upgrade, it says details. Click details. Other. Go to details. And I'll get the current version of your router. Right? is no, there's no retry button, right? Click retry. Click retry button. And then right down, okay, just click retry, the retry button. And then it should pop up on the next page. Doesn't have a button. [silence] Doesn't have no button. No retry button there. Click that and then the router will automatically restart. Does it come back on? [silence] Can you see a retry button? Like press trying. [silence] Press the butt on. Press the bottom on. Pause. Okay. Click retry. Click retry button. Trying again. Router. Is there a button there?
74:00
Speaker 1
yeah, it doesn't let me like it says retry and then it doesn't let me go back to that. yeah, it's connected to lake and it says no internet. to open a new uh, okay, okay, so what do you want me to okay, so I opened up a new tab.
75:00
Speaker 2
Go back to basic tab or connectivity. I will make sure your computer still connected to the wifi name you have created. We'll check wifi on your computer. Let's go back to link to smart wifi page and let's reload that page instead or refresh. You may use the refresh icon next to the address bar, the top left hand side. Yes please, and then let's try again the HTTPS://myrouter.local.
75:00
Speaker 1
I said this site can't be reached. Mm-hmm. Okay. Okay. Okay. Yeah, still the same. Hmm. I was using Google Chrome. Uh, yeah.
76:00
Speaker 2
That site can't be reached. Let's try other ways to access it. On the address bar, change the my router.local to numbers. So, the numbers are 192.168.1.1. Do you have a different browser to use? You may know what browser you're currently using. Do you have edge browser? Let's try edge please. And let's try searching first the my router
76:00
Speaker 1
Yeah, it's still not coming up. Okay.
77:00
Speaker 2
cultured at local. so the same let me double check it here um let's open your windows settings we're going to check the IP address via Wi-Fi so go to settings then network and internet
77:00
Speaker 1
Yes. Okay. Yeah. 192.168.1.116.
78:00
Speaker 2
Here, in the next message, say then go to Wi-Fi. They have option for Wi-Fi. And then, after clicking Wi-Fi, look for details or connection. We're going to check the IPV4 address. Alright, and may have the numbers showing there for the IPV4. All right. So, it's actually the same range. It should be the 101.68.1.1 should be correct. Um, let's try, do you know how to open the in the, uh, Inner private window on your edge browser?
78:00
Speaker 1
This is Iris. Okay. I see it. [silence] Yes. And. Okay. Say, do it again. You are good.
79:00
Speaker 2
It's okay. On your web, um your edge browser at the top right hand side you will see dot. Three dots and then click it. Click next, the option that says new and new. New in private window. All right and then we're we're going to open another blank page. So we'll try there the http colon double forward slash 192.168.1.1. All right. Let's click advance.
79:00
Speaker 1
Okay. Got it. Yeah, I did. I just clicked on it. So it says it can't reach his page. Yeah. [silence]
80:00
Speaker 2
[KEEP_UNCERTAIN] Then, continue to, or proceed to myrouter.local. All right. And let me know if it shows back the links list with images or photos of phones. Okay. And then you may sign in using the admin password you just created. So the same it shows can't reach this page. Let's, I'm going to send you a link to try access this using in private window on your edge. Just for a moment. Um, do you have access on of your email using your phone? Uh, I guess I can try to open my emails, uh, I'm sorry, please hold on. I'll just open, my emails here. All right, go ahead. Alright. Okay. Maybe wait for it to load please also. Okay. Do I have access or... Uh, give it a second. All right. Okay.
80:00
Speaker 1
Uh. No, I don't. Well, I have. I don't have. I don't have access to my email on this computer. Yeah. I do, yeah. Hmm. Hmm. Hmm. Okay.
81:00
Speaker 2
to check the link so you can type in manually on the browser how about on your smartphone do you have a mobile data or cellular data okay all right let me send it this one this is a to link try first the first one on your Edge browser can manually type it so email has been sent can check also your spam or junk folder if it's not on the main inbox
81:00
Speaker 1
move my okay yeah uh i got you. We can.
82:00
Speaker 2
Are. Are you able to receive them? Okay. Yes, please. Let's try it on the in- private window on your edge, the first link. You can manually type it.
82:00
Speaker 1
Yeah, I'm still not loading, just spinning.
83:00
Speaker 2
Let me check. Since you have an ethernet cable on your computer, is it possible to connect it as well to
83:00
Speaker 1
Yeah. There's something for me to tell. Well, why are you being so grateful and all nervous? So, Disconnecty, um, Oh, OK. Let me try that. OK. Yeah.
84:00
Speaker 2
one of the ethernet port of the Linksys router. We'll try using the hard wire connection and after connecting it wired, we will try again the same link that you have tried to access the settings. [silence] from computer going to one of the port of the Linksys router, connect an ethernet cable.
84:00
Speaker 1
[silence] [silence] [silence] [silence]
85:00
Speaker 2
let me know if there is a progress after searching again the same link. [silence] So the same if it's your computer connected both wired and wireless. Do you have an iPad or tablet that we can try another device? Our goal for this one is to double check forma and make sure the ports are detected.
85:00
Speaker 1
Okay. Yeah, I have an iPhone. Mm-hmm. Xan. Thank you. Huh? I just have Safari. Mm-hmm. Okay.
86:00
Speaker 2
Okay, on your iPad, let's connect it to the wi-fi name you have created. [silence] And on your iPad, let's try again the same link. [silence] [access ] its settings using a, do you have Google Chrome browser on that iPad? Safari. Okay, we'll try Safari.
86:00
Speaker 1
Hold on this one. Do I need share like the internet connection to this iPad or just do it off of no internet? Oh, oh, okay. Okay. Got it. Good. Okay. I'm connected to it now. Okay. [silence]
87:00
Speaker 2
it's um you can keep connected to the configured Wi-Fi to the Wi-Fi name you have created even if there's no internet. All right? And let's try on your Safari browser, the link it's http://dovo4 slash my router dot local. all right and how is it after searching okay
87:00
Speaker 1
I'm almost there.
89:00
Speaker 2
All right and how's the link? Is it okay? All right.
89:00
Speaker 2
Okay, so trying to log in. And just to verify, are you using the link I have sent via email, right? Okay. Okay.
90:00
Speaker 1
Yeah, still trying to load. It's not nothing is coming up. [silence] Okay. So you're gonna plug that modem or the router,
91:00
Speaker 2
And is it's trying to search still? Okay. So for this one since it the same as well on your iPad. We'll perform with up sequence. We're going to unplug the links router from the power source and unplug the modem next from the power source and we will give them two minutes while being unplugging. All right. Let me know once done. Both most of them in the links router. Both of the device
91:00
Speaker 1
Can I boat Like that's okay Okay Okay Yes I
92:00
Speaker 2
two device okay all right so I'll let you know when to connect them back and just to verify you only have one Linksys, right okay, good on this let's further wait I have my timer here for two minutes [silence] All right, the time is up. We'll now go in to connect first to your modem to the power source. And let's wait for it first to go, um, it's light, 'green', especially the internet or online to show a steady light. All right. And how's the light?
92:00
Speaker 1
The uh uh the online only online lights are trying to come back online. Okay. Okay.
95:00
Speaker 2
On your modem. The internet. Okay. Those restarting. [silence] Okay. the once it show a steady line, you can plug in next the links of router to the power source. Okay.
95:00
Speaker 1
Okay, I just plugged it back in. Yes. Okay. Okay. [silence] You know who [silence] the book? Reeds, Woodson. She grew up in Mississippi. Is that what we did? [silence] Paul
96:00
Speaker 2
Okay, and it will show a solid blue light right away, but it will blink again, so we'll give it 1 to 2 minutes. We'll wait for a solid blue. Wait.
96:00
Speaker 1
on to change. Yeah, it is. it gets Yeah, we're now just turning solid blue Yes it's that
97:00
Speaker 2
And the links error, now it's a solid blue still. Okay. All right. It stayed solid blue light. Let's go back to your computer this time. Let's open Wi- Fi and make sure it's connected to the Wi-Fi name, you have created. [ silence ] It went back to red. I see. And just to verify your computer is still showing, seeing the WiFi name right? Can we try reconnect to it? Make sure it's connected the… Queried or if it's shown the internet secret, that's fine. Then we'll try to access again, settings on the router.
97:00
Speaker 1
Yes days. OK. Yeah, this time I loaded so ask me for the
99:00
Speaker 2
All right. Is your computer connected to the Lakers Wi-Fi? And let's go back to your browser. Search again the link HTTP colon double forward slash 192.168.1.1 slash UI slash local slash dynamic slash index dot htm
99:00
Speaker 1
I'm routing passwords both. Okay. [silence] Okay, so now I'm signed in. Okay. Okay. Does node one change? yeah, 1.1.7.2. 16771.
100:00
Speaker 2
Okay. Uh-huh. Okay. Enter your admin password, the one you have created earlier with the special characters. [silence] Mm-hmm. All right. So, let's go back to connectivity at the left hand side. And then at the basic tab, let's position our hand side of tab below form or upgrade. Click details. All right. We have the current version. Okay. We have the current version numbers showing there.
100:00
Speaker 1
Okay. Yeah. Okay. Yes. Yeah.
101:00
Speaker 2
Alright, so, so that's, that's the up-to-date version of this model. So, let's click okay to close the, connectivity page. And then let's go to troubleshooting, that's at the left hand side still, below router settings. And on the troubleshooting page, um, first tab is status, and below status, you will see the report. Click report. Alright, and on the right hand side of report, you will have the scroll bar button. Drag it all the way to the bottom part, and let's check the tables for ports. Let's check the internet if there is an X mark for the internet port. After clicking report, drag all the way to the bottom part.
101:00
Speaker 1
Oh, okay. Yeah, Internet shows 1 gigabytes. Mhm. Mhm. Okay.
102:00
Speaker 2
All right, so it means port is working fine. So here's the thing with the status of your router, Gabriel. It's actually up to date. It's furniture. Port is fine. It's detecting the cable on the internet ports. The red light means it's unable to detect internet. So the computer earlier also at the same time, when we connect it to the modem, it shows no internet. So my next recommendation is to contact spectrum to double check the actual modem. We can explain to them that you have called us, reset and reconfigure your Linksys router just to make sure to debug all the errors on it, but it's still the same. And we also have tried connecting a computer, but it's the same. That will be my next recommendation. Your router is still working fine. Just cannot get active internet. [silence].
102:00
Speaker 1
Okay, I'll give him a call. All right. Thank you so much, Rick. That's it. Thank you so much. You too. Bye. [silence]
103:00
Speaker 2
All right, and is there anything else that you need help with right now? You're most welcome. This is once again Raquel, thank you for calling. X has got Monday.
103:00