V2 Rubric Detail — 6b97f2ea-7eb7-11f1-b…

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. While waiting, you may also visit support.linksys.com/ for more information about your product. I thank you for calling Linksys. My name is Josh. How may I assist you today? I see. So just to verify my mat. I'm sorry. I

Yes please continue. Ah yes sorry for the interruption. However just to verify currently this linksys router does not have an internet connection is that correct? I see and how many linksys routers do you have? got that one ma'am and may have the serial number the unit? Yes ma'am.

All right. Thank you so much for that information, ma'am. So let me verify again the serial number. It's 58, W for Whiskey, 10-M for Mike, 29-D for Delta, 09969. Is that correct? All right. Thank you so much for confirming and may I also have the model number? All right, thanks so much for that. But so I assume this is the router is currently connected to your modem, correct? Uh and what's the light now on the router? Is it solid red? [silence]

See. And did you resent the router prior to calling us? Got this one. So yeah, I'm going to set your expectation that if the light on the router is showing solid red that indicates that it does not have any internet connection. However, for us to further isolate the issue, have you already reboot the modem as well? And do we have a computer ma'am that can be wired directly to your spectrum modem? If that's the case, for now kindly disconnect the linguist router from the modem and then where your computer directly to our modem or to the internet source. Yes, ma'am because for now we are going to manually check if the modem really has an internet connection.

Connection. All right. Oh, I see. And is your computer has a Wi-Fi feature? Can you turn off or can you disable the Wi-Fi for now, and once it's done, kindly check if the computer is still able to get online. Uh-huh. Yes, ma'am. So, on your computer, kindly open a browser, and then check if you can stream YouTube, or access CNN, or New York Times. [silence]

I see that means man that your modem currently does not have an internet connection Uh how about this one kindly reboot or restart the modem by unplugging and replugging its power cord from the power outlet [silence]

I see. I have the model number of this vector modem.

How about, uh, how about, uh, uh, um, however, there should be a model indicated on the Spectrum device. So, uh, how about underneath the unit itself? Oh, okay, great.

Alright, just to verify, it's E for Edward, T for Tom, 2251. Is that correct? All right. Thank you so much for confirming, ma'am. And your computer is still wired directly to this modem, correct? I see. Uh yeah, for further isolation for now, kindly unplug and replug the power cord on uh modem and just replug it right away. So while you're trying to reboot or restart the modem, I'm going to put the call on hold for one to two minutes, okay? I will also double check my resources regarding with this one. Thank you. Thank you, ma'am. [silence] [silence] Hello ma'am thanks for patiently waiting. Uh just to confirm have you already rebooted the router?

about the Madam. I see it and let's wait for one to two minutes ma'am and let's check if the computer is still having a hard time or still won't connect to the internet even though that it is wired directly to the modem. So, uh, by the way, ma'am, in order for me to create a the ticket here ma'am may I have your first and last name? I'm sorry, how do you spell your first name and last name? All right, so Samantha Perry. All right, thank you so much for that one ma'am, and what about your email address?

Alright, so just to confirm your email address is s and your last name spelled is P-E-R-R-Y 7997@gmail.com, is that correct? All right, thanks so much for confirming. So again, ma'am, on the light or on the light indicator on the modem, is the internet still showing uh offline or does not lit up? Uh So the online light indicator does lit up, correct? All right. So uh on your computer again, ma'am, kindly uh check if it can already access YouTube or CNN.

[silence] I see. Uh, I really do apologize for this one, ma'am, but it seems like your modem really does not have an internet connection at the moment. Uh, how about this one? Let's try to can you see the the cable like at the back on your modem? Uh cable. Yeah, uh, that cable. Yeah. Uh, do you know how to unscrew and screw that one? [silence]

Yeah, Yeah. For now, kindly unscrew a coaxial cable from the coaxial port and let's wait for 20 seconds. Yeah. For now, kindly turn off the modem as well so that we can make sure that the connection on the modem is will be refreshed after this one. So, once the modem has been turned off, you may now unscrew the coaxial cable and again, let's wait for 20 seconds and after 20 seconds you can just reconnect the coaxial cable and then turn on the monitor. All right.

Ah, hello ma'am. How's it going there? All right, got that one. And by the way, may I know the operating system of the computer that has been uh air-wired directly to the modem? Like, is it a desktop computer or, sorry, a Windows or Mac computer? Windows. All right, thank you so much for that one. So, again, ma'am, just let me know once the modem has been fully rebooted, okay? Thank you.

All right. Again, ma'am, on your computer, check if it can now access YouTube or any browsers. Okay. I see. Uh, on your computer, do you know how to access command prompt or CMD? Uh huh. No, it's okay. You Yeah, the thing is, we're going to check if the modem really has a valid IP address. So, uh don't worry, I'm gonna walk you through. So, on your computer, go to the command prompt. You usually see a space there where you can type, right? Type ipconfig. [silence] It's gonna prompt a list of information, so look for something default gateway. [silence]

the home screen and in the search bar like located on the Windows icon or start icon, kindly type in C-M-D or command prompt and then press enter. Ah, so, okay, great. So, alright, so on the command prompt, kindly type in iP config, IP config, spelled as I-P-C-O-N-F-I-G for go. Yes, madam. And then space, no word. Yes, ma'am. Ah, yeah. Press the space on your keyboard and then type N, forward slash and then all. Like the word all, a-l-l, and

uh-huh, press, enter, and, uh, uh, uh, I assume you will, you can see now lots of information on the screen, correct? Uh-huh. Uh-huh. Right. Mhm. Uh, So, uh, uh, uh, uh-huh. No worries, ma'am, and thank you so much for that information. Uh, on the screen, can you see a section there that says, "Appearance" uh-huh, press, enter, and, uh, uh, uh, I assume you will, you can see now lots of information on the screen, correct? Uh-huh. Uh-huh. Uh, uh, uh, I'll make it even easier. Uh-huh. Do you see the section where it says, "Appearance?" Uh-huh. Thank you. Yeah.

[silence] alright. Get this one. So, [silence] yeah, land or Ethernet. Okay? Mhm. I see. Yeah, thank you so much for that information. So I'm going to set expectation that if the Ethernet land adapters uh indicates that midiers or media disconnected. Uh that means that the computer is not detecting the uh modem itself. So, again, since we already tried [silence]

But we can try to reconnect the link sys router on the main node and then try to reset it and then reconfigure it. However, if they; like, if the light on the link sys router will stay Blue solid or flashing red. I really do apologize, but we really need to contact Spectrum again for this one and have them, or I would recommend request an onsite technician for them to check the modem itself. Because it could be possible, ma'am, that the modem itself is like-it's the one having an issue. All right. So yes, ma'am. For now, you may now disconnect the computer, then wire directly the link sys router to your modem. So, again, the Ethernet cable from the modem should be plugged in into the internet or WAN port.

Yeah, on buildings. This router for now. Let's observe the light on the router for one to two, regularly. So, for now, let's observe the light on the router for one to two, minutes. Um, No, ma Ma, let's observe the light on the linkage router for one to two, minutes. Like for now, we're going to observe its light. Light. Blinking Blue. Alright, that indicates, Ma'am, that the router is

Still booting up, so yeah, let's wait for one to two minutes. Is it flashing or is it solid red? Solid red. All right, let's reset the router. So for reset, ma'am, simply press and hold the reset button and wait for its light to turn off. So once it's off, that's the time that you can release the... Yeah, press and hold the reset button until you see the... until the light turned off. So once it is turned off, that's the time you release that reset button. [silence]

So blinking white. Correct? All right. Yeah, that went, so let's weight for the light on the router solid flashing solid red. I see. Uh yeah, let's wait for to 30 seconds or a minute and if the light on the router still will be showing solid red, uh we will press and hold the reset button on the router for to 30 seconds. [ silence ] So just to confirm, the light on the router is still showing solid red, correct? I see. Uh, yeah, I really do apologize for this one. Can we do another reset so however this time press and hold the reset button for 30 seconds and don't worry I'm going to let you know once the time is up, okay. hello ma'am you may now release the reset button can you still hear me and what's the light on the router as of the moment blinking blue all right that's great so again let's wait for its light to turn to solid blue where that indicates that the router is already on setup mode [silence] Transcribed by Sonix

What's the light now on the router, ma'am? Blinking blue. Ah, I see, I see. So that means that the router is still booting up. So let's, let's wait for 30 seconds or a minute for this one and hopefully it will turn to solid blue. So, [silence] by the way, ma'am, have you already tried like plugging the router into a different power outlet? Uh-huh, yes. Okay, that's great to know.

So, let's try to reconfigure this router using the five press setup method. So, again mam on the Leng- this router, kindly press the reset button five times within five seconds. Like press, release, press, release, press, release- [silence] Add the reset button. That's correct five times [beep] five times within five seconds. [silence] All right. So blinking wide indicates that the router is now trying to detect if your mod. then has an internet connection. So, right now, we are going to observe again the light on the router for two to three minutes. Hello ma'am. is the light on the router, still flashing white, solid red? I see, so, yeah, this should conclude the issue ma'am, so for this one I really do apologize but your modem really does not have internet connection as of the moment. however, [silence] regarding with your Linus router, rest assured that the device has already been reconfigured, so.

As I mentioned earlier, I would recommend requesting for an onsite technician to Spectrum so that they can check if there's something wrong with their device itself. So, don't worry, ma'am. I will be providing you a ticket number so that in the future, the next technician can easily pull out your records if you need further assistance, okay? All right. So, are you ready for the ticket number? All right. So, your ticket number is 136835. Uh-huh. So, yes, ma'am. That's correct. Uh-huh. So, again, ma'am, rest assured that the router has already been reconfigured. It is just that it cannot detect any internet connection coming from your modem. And since the modem is the source of the internet, so even though we all we will reset the router multiple times, it will not go online.

[silence] contact again a spectrum and have them double check if their device is really online or working. Or a man if they confirm that their modem is already online or working, and the light on the linksys router is still staying to solid red, I would recommend giving us another call so that we can further isolate the device on our end, okay? Uh-huh. tenant Well,

Ah yes, uh since the router has already been reset, uh it is normal if the your device is can no longer see the previous name but the default Wi Fi name of the router itself. However, uh we can still like personalize again the Wi Fi and password even though that the device currently does not have an internet connection. So, uh on your computer ma'm, can you connect to the default name of the router which is underscore Velo's setup? Yeah. Yeah, so, uh since the sorry ma'am. So since you mentioned that you are already.

you're already logged into the Linksys app, you can do it on the Linksys app, man. Mhm. Mhm.

I see. Ah. How are you currently logging in into the Linksys app? Did you use your email address and password? I see. So, uh, yeah. So that's, uh, that's the reason why, uh, you can still the previous account, uh, router on your, uh, account since it was associated. So, uh, however, for this one, since again, the router has been reset, we might need to, uh, reconfigure, uh, not reconfigure, but just rename, uh, Wi-Fi name and password. And since the router has been reset, your account has been, uh, disconnected or dissociated with the router. However, rest assured that we can, [silence] just reconnect [silence] the Linksys app. [silence] all the previous routers are still on your account. So, you can proceed with a, [silence] just pairing it again. [silence]

just re associate your account to the router so would you like to personalize again the WiFi name and password because we can do that even though the router does not have an internet connection. I understand ma'am. So for now since the router is offline I'll let you use your computer to accessing the web user interface and then change the Wi-Fi name and password there. So again ma'am on your computer yeah just connect to the _ Valup setup A0F and the default Wi-Fi password is labeled underneath the router itself.

that's fine. As long as your computer is connected, rest assured that we can access the web user interface. So on your computer, kindly. So on your computer, ma'am, kindly open a browser. Again, and then type in h double forward slash my router info and then press enter. A huh. That A huh. Yes, ma'am. Kindly tap or press

Sorry, click on advanced and then yes, please. Thank you for that one. Uh huh. And what are the options you can see on the screen right now? Uh huh. On the screen is uh till yeah, kindly click that one. Yes, please.

By default, the router password is the same as the one labeled under the router. So, just use the same Wi-Fi password.

Yes ma'am and that's normal. So right now we are creating a new router or admin password. So yeah just create a new password and make sure the new password meets the requirements. All right thank you uh kindly take your time as well. [silence]

were you okay, great. So on the screen, can you see the WiFi settings tab? Uh-huh. Can you click that one and then yeah, just rename your Wi-Fi name and password, the same name and password that you use before and then press apply once done. uh-huh. Yes, ma'am. uh-huh. All right. You're most welcome, ma'am. And again, uh, rest assured that your router has already been reconfigured, it is just that it can't detect any internet connection coming from your modem. So, don't worry ma'am.

Oh, again, if you need further assistance regarding with our product feel free to give us a call, okay? All right. So, are we all set for now? You're most welcome. So, thank you again for calling Lencious, ma'am, and you have a great day. You're most welcome. Bye for now. I'm sorry, ma'am. It seems like you forgot to end the call. No worries. No worries, ma'am. Bye again. Take care.