V2 Rubric Detail — 5eec31be-6364-11f1-a…

This is LinkSys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a LinkSys specialist. Hi, Leslie. This is Paulo again from LinkSys customer assurance team, level three. This call is recorded for quality assurance purposes. Hello, sir. Oh, hi, sir. I'm calling about your MX6200. Okay. Now, um, yeah, it reviews your ticket, Leslie. I just want to ask a couple of questions. According to the summary here, your physical connection, modem, and there's the switch, and then the parent node, sir, okay? Was this working fine and this, uh, physical connection?

Okay before we uh you you got this last Thursday before we uh do the answer just want to reconfirm okay now um according to the documentation here is that when a computer is wired directly to the modem it has a general failure at the same time it's online and uh when you spoke to our Spectrum sir what did they uh explain about that I know they checked that one right mmhmm uh I know they checked the line sir but um we want to know why it's saying general failure because um I'm sure

So, um, my other question is, is that, uh, I mean, I know why you wanted the physical connection modem switch in between and um, MX62 is in the, the switch. Is that your desired physical?

Okay, so, uh, when you had the, um, old link sys router, your physical connection was modem, and the old link sys router, and switch and behind, right, is that your previous? All right. But, um, you're, Okay, go ahead. On this new velup. Yeah, go ahead, sir. I'm sorry. Okay.

[silence]

I see. And my next question, um, lastly is, may I know the model number of the modem, sir? Or if it's very hard to. Is it possible? Yes, uh, the Spectre modem. Um, ET2251. Let me just check real quick, sir, okay? Um, I've been trained for modems, but, uh, I can check the specs. Um.

All right. Okay. Thank you for that uh little bit of uh history um Leslie. Okay. Now um your modem is a plain modem. So uh when it's a plain modem um it only um provides single IP address. This is directly to your internet service provider. Now um the switch and um there's a computer there and there's a a parent connected to it. Okay. Um since there's only one IP address uh being sent it might be that it goes to your computer. Now I understand that uh your physical connection before since the previous links betweenんでmodem and parent and [silence] router. Router has multiple ports, you can wire it there. But uh, even if that's your physical connection before, if you didn't change your modem, the same behavior. Uh, that will um, that will um, go to the switch. What I'm suggesting is that um, I understand there are only two ports at the back of the MX62. But even that single port at the back uh, has a DP and can provide multiple IP address when it's wired. I mean, when the switch is wired behind the MX62. So, uh, our goal here is that uh, we're going to make the MX62 online directly to the modem, okay? First. All right. Now, can we bypass the um, the switch, sir, and connect the MX62 directly to the modem? Ah, yes, sir. Uh, the Lynxes will be wired directly to the my own and I can see on the picture of that modem it has only one port. Mm-hm. All right, now I know that your modem is all online, and like you said, there's no pocket loss anymore. Now, Lesley, we're going to perform a complete power cycle first, okay? Um, uh, before we do that, uh, I know this is a plane modem just avoiding for us to be disconnected, sir. Okay? Um, if I'm going to ask you to disconnect, the, uh, modem, modem's power adapter, are we going to be disconnected from the call? [silence] And yeah. Just turn it off and unplug it. Mm-hm. Okay. There we go. I can see there's light. Yeah, there's no flickering. When in doubt, there's a red light blinking, which is an indicator of a message. Message. There's an error message. There's a problem there that you need to do something about. Oh, I got you. Take things in hand. Let me get in hand on the other end. Stay where you are. Okay. Yeah, it's all right here.

Perfect. Okay. So, all right. Now, I'm going to, and my second question, by the way, the modem and the parent node, do the power adapters of this devices, okay, are they in this same power outlet or separate?

the reset button at the bottom, and the LED status on top will start to flicker Flicker flicker, and it will be off, like maybe 15 to 20 seconds. And then I don't let go of the reset button. The light will be off a longer time. But once you see the solid blue, let go of the reset button. And then proceed to unplug and replug the power adapter of the modem, unplug and replug. You don't have to wait for a couple of seconds, okay? So, let's do the reset first. Are you pushing it now? After you will see the solid blue, sir.

Yes sir. All right, describe to me the color. Okay. It's gonna flicker, flicker, until the light is off. No light at all. Okay, wait for the solid blue. When you see that, unplug and replug the power cord of the modem. All right. Unplug and replug the power cord of the modem. Okay. If you've done that, no, no. You, you, if you've done that, no need to do it again.

Alright we're gonna wait for the two devices to reboot right now. We call that complete power cycle lastly. That is to boot up the parent node or reset the parent node and booting up the modem as well, for them to synchronize. Now I believe I showed you the 5 press method to the parent node. [silence] I'm gonna do that again, okay? But we have to wait for that solid blue. All right. Now, uh, this is the part that I'm, uh, I'm not trained. Now, um, I'm sure this modem has a led status on it, right? How do you know if the modem is fully boot up now? [silence]

Okay good. Alright, now we're gonna do a five press method to the parent node and that is to tap the parent node's reset button five times. Just like how you punch the numbers on your phone when dialing a number. Yes, the rhythm is like this. 1, 2, 3, 4, 5. Okay? Not one two. Not like that. Okay? Just one, 2, 3, 4, 5. Okay? Okay, we'll be waiting for 3 minutes, okay?

Yeah. Is this the model number of the switch? Right? Cudy? And you said, just Cudy, C-U-D-Y. Is there a number to it? So, 5-4. Okay. Now, while waiting,

Okay. [silence] Uh, okay, uh, going back. While waiting for that three minutes here, okay? Uh the reason why I understand that the MX62 has only two ports at the back. [silence] But you cannot, uh use your, um, um, previous, um, physical connection modem switch to your MX62, sir. And there's a computer wired to this switch. The, uh, modem does not have a DHCP is just a plain modem. So it could be, based on the, uh, description that you gave me. Every morning, you have to power cycle it. So, uh, it's, uh, the, uh, the IP address that your modem is providing, instead of going to, uh, MX62, it goes to the computer.

five, four, switch, okay. You can take advantage of the extra port at the back of the parent node, where it has a DHCP and then multiple devices can be wired to that switch. And you will not experience disconnection anymore. Anyway, I guess it's three minutes now. Um, can you check the LED status here? Is it still red, white, or solid blue? Okay. Now, um, do you have a computer, sir? A desktop or a laptop? Uh, you can connect the switch at the back of the spare node, and, um, I guess you want your computer to be in wired connection, right? You can just wire this to the switch, sir.

Is that a running Windows 10 or a Windows yeah I'm sorry what you were saying? Okay. All right. And just a quick question. The

parent note is it still solid white? alright now if the computer is wired to the switch let me know sir so that we can access the interface and then uh personalize your wi-fi name. okay it is okay and um open up a browser in that computer and type this numbers 192.168.0.1

uh, what do you have there? all right now, uh, we just reset the parent node, sir, so uh, you can just click on the the reset password option right there and after that it's going to ask you for a uh recovery key, which you can find underneath the parent node, sir. And after that, you can create your router password.

Do you see a reset on the lower right of that filter? Uh, what is it? the exact word? Is it axis develop? Or what do you have there? Oh, I see. You got a white screen right there, right? Oh, okay. Uh, at the bottom of the parent node there is a Wi-Fi password there. Uh, that's the router password for now. Okay.

Okay. Now, Leslie's asking you to change the wi-fi name and wi-fi password, so I'm sure you have a desired wi-fi name and password that you know by heart, right? Or if you want Planning to create a new one, that's fine too. Okay.

ok, um, that's clickable. lefty. okay? i believe you went to the screen, but i'd like you to create a router password, okay? you may click on the my router. Uh, it's going to brought you to a different page.

is is it there now okay okay I know it's a long you don't have to read all of it but are you on the screen uh asking for access nope loading up okay while waiting for that screen sir I know you have one node here uh as far as you can remember how many wireless devices do you have [silence]

Okay. is Is it still spinning on the screen, sir? Okay. Oh, hold on. Is it asking for a router password now, or is it asking you to create one now? All right. If you're going to type something there that you think is a router password, just give it a try. But if it's going to give you an error message, I believe on the lower right, you have an option to click a reset, sir. We're going to change your router password, or you can use the same one, okay?

Okay. Proceed with a reset password, sir? Yes, sir. It is. Yep. [silence]

Is it uh ten character uh Wi-Fi uh router password, sir? Uh, actually, it's a minimum of 10 characters, sir. I don't know why it worked before with eight, but it should be 10.

Now, by the way, just a little reminder, okay? So, um, you're about to create the router password so it will not take it if, um, there's a repeat character. For example, happy. So, HPPY, that's not gonna work. So, it has to be unique character and, uh, please write this down, sir. Mhm. Right?

Okay. All right. You'll actually, uh, you already have your Wifi name. The white screen that you saw earlier, that's where you change the name and the Wi-Fi password. I just wanted to, um, have a router password because I'm sure in the future, you're going to need this screen if you want to make some changes. Now, her, um, yeah, um, yeah, let's observe this connection, sir. Okay. But I'm pretty sure this is going to work. Uh, unless if you have any questions for me before we end the call? Okay. [silence]

What happened? What was that again to one to one nine

uh, and three. two. okay. by the way, this parent normal, sir. Is it plugged into a main power outlet or power strip? Uh, since we are observing this once okay, May I know uh uh I mean is it possible that you can plug the parent nodes to a main power outlet, sir? Okay. Uh uh uh Uh uh. okay. 2112. That's their IP addresses. Okay. Now uh uh uh uh, what browser are you using, by the way? Is that a Google Chrome? uh uh uh uh Mozilla Firefox Chrome? Uh uh uh uh Now, uh you said you tried to connect one device. Did it connect?

Well, actually, there's a screen, the router password just wants you to have that screen just in case you want to access it, but um, yeah, uh, uh, the 2122, okay, uh, pertains, uh, about resetting the Parrot node. Of course, we're not going to do that, because we just reset that one. So, um, can you try a different browser in that computer, sir? Like, from Mozilla Firefox? Maybe...[silence]

All the right. First, you have a clear byte, clear cash rate for [silence]

hold on. Uh you're using. edge down or a my a Mozilla Firefox. I mean Google Chrome. sorry. Uh did you use my router that local or a router dot info. Okay. When you're going there, is that giving you a spinning or it's stuck there? Hold on. you just create a router password right?

sure.

Yeah, let's try that, sir. Um, make sure, uh, you said there was 11 characters, right? Um, try using uh, 10 alone, sir, 10 characters. [silence] Uh, no, no. well, uh, since you're about to create a new one, click reset password again, and then it's going to ask for a recovery key, and then uh you can put the new password or admin password. So. Just 10 characters. Yeah. I think the minimum requirement minimum requirement for that is up only 10. So I'm kind of surprised it works with 8 before or 9 before or even 11 right now. Is this a laptop right, your other computer? Oh, okay.

Okay, all right. Just want to make sure that you can log into that screen, sir. Leslie, is there anything else that I can help you today? Oh, can I have the model number of that AC 2200 first, sir? [silence]

just like the MX 62 one registrar then you'll one is also at the bottom model number sir. I if you see that serial number model number is that's the technology being used just like mx that's Pro 6 but there should be a model number there. is that e A 7500

Just making sure if you can my question is um yeah yes the question this is the Ok, so this is an out of warranty device, sir. We don't support this device anymore. And like you said, um, uh, there's no automatic updates for this. Well, you can give it a shot since it's a mesh, okay? Uh, you can try to add this as to child note. Okay. Now, just like, uh, the new [silence] that you've got, if you want to reset this one, it's the same um process where you did earlier, you have to keep pushing that reset button at the back until it get solid blue. Now, um, uh, I can give you the article, okay? How to, um, uh, add a node through, all right? Now, um, yeah, by the way, I just want to mention this 'cause, um, since it's a out of warranty device, if you wanna be, um, we have this one-time feel offer of $15 to

lasting for one hour. And it's not refundable if the concern is not being fixed. Okay? The second one is the article, which I can send you via email. There's no fee for this, sir. Okay? Uh, which one? Ah, yes. Okay. I'll send you that article. and just want to verify your email address. That's going to be a lesliebrownjunior@hotmail.com. All right. That will give me five to ten minutes right after this call, sir, to look for that article. Um, is there anything else that I can help you today? Uh, positive is not going to be a do that again, but uh, we still need to. [silence]

Observe this once, okay, and like you said, your internet service provider will come over the place, right? You might want to check the modem first, okay? Because the MX 62 or even your old linksys router, we call this a pass-through device. It's dependent on the modem. Now, yeah, it could be the system reboot that they did. Uhm, that um, made the, uh, pocket loss zero. That would be great. That's why I proceeded to troubleshoot with you because the second time that you called them, you got, um, no pocket loss. But um, yeah, and uh, by the way, if you want to work with the internet service provider, sir, okay, um, I'm sure they have a computer that they bring with them, okay? Or at least do continuous ping directly to the modem.

Alright I'm question there how to do that okay continuing to the IP address that they gave you that determines the consistency of the connection directly to the modem sir now in our end as a router manufacturer this may not be possible uh it it depends on the customer ubiquitous uh shooting now in your case you have to do power cycle every morning sir meaning uh there's a specific time all right so probably this this connection uh happen every morning all right so uh I'm I'm I'm sure um there's no um there no all customers uh do continuous ping directly to the modem every with for 24 hours sir just to capture the problem okay but uh since they're with you I asked them to do do continuous pinging

Pass through. Pass through. Unt UH, it's UH, it's UH meaning it's dependent on the modem. So, UH how do they check that the modem is consistent for 24 hours, sir? That's one of the questions. Now, the advantage of an Internet service provider, sir is that once you call them through their UH hotline number, they can just check it in their tools, sir. All right. But the question is how stable it is where the modem is. Okay? How do they check the, how to check the consistency of the modem that's providing UH consistent signal, sir. physically to the modem. Not through their system, not through their tools, but in your location. [silence]

to the modem. uh a consistent signal directly to the modem. oh I see. I understand why you're asking this question Leslie okay? But before I answer that question, uh may I know where are you particularly [silence]

Is this device, the new one, sir, the MX-622? Uh, may I know the, uh, the date of purchase? [silence] The date of purchase delivered on May 20, uh, May 27, right? But the date of purchase? Hmm.

OK. OK. because there's something wrong with it. because it should be consistent. That's my last recommendation. return to store. All right. All right. Yeah, but, uh, this will still be under observation, Leslie. Okay? We're gonna check what's going on, so that's why I'm not closing the ticket. If you still want to reach us, that's fine. We can check this further. However, uh, if it's doing the same thing, you have the option to return this to the store, okay? Just want to give you a heads up with that. Uh, for this one, uh, let me check, okay? Uh, we don't have the visibility, uh, of the, uh, inventory. It's gonna be the customer service team, uh, thanks sis.

Hold on. I'm checking if this is part of the EOL, which is end of life. It's, uh, MX-62. MX6200 US. US. Yeah. Uh, we don't sell this anymore, sir. Um, I know this is for Asia. One second. I just want to make sure before I give you the info. Yeah, this is already part of the, uh, end of life, meaning uh, Lynx is not, um, manufacturing this. So, even if, uh, this is going to be replaced for MOS, which I don't have the visibility from the customer service team, most probably this is out of stock, sir, in our end. all right is there anything else that i can help you today sir oh the product the warranty for this to be guaranteed warranty is going to be three years uh three years you might want to go to product hold on you can do it with me over the phone if you want to uh want me to start it uh hold on i forgot the exact uh well uh we can do it

it right now. Yeah. Uh, it's gonna be, um, hold on. It it's going to be, uh, register.Linksys.com, sir. Okay. All right. So, yeah, even if you don't complete those information, okay. Um if you click save, it's going to save it there. Okay. And then secondly, if you want to include the receipt, uh you have to take a screenshot and save it there too. Okay. That would be all. All right. And and, um, yeah, is there uh anything else sir? Uh questions. Yes sir. mm-hmm. Mm-hmm. Mm-hmm. Oh, okay. Yes. Mm-hmm. Mm. All right. Uh, we apologize. We used to have that option that you can uh place an order uh for muscle, but uh most of our uh products now uh are being .

being sold by um uh Amazon uh Best Buy um um uh those stores sir okay but most um yeah and Amazon so um yes sir those are the stores all right and uh uh lastly to know more about the Linksys product you can visit linksys.com forward slash support you have a wonderful day bye bye