Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press one now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact eh.
00:00
Speaker 1
Hi! Hi! Oh! Speaker 1 Hi, we have a account with spectrum for our phone and internet. Speaker 2 So, are phones and . [silence] speakers. [silence] Sorry? [silence]
03:00
Speaker 2
Thank you for calling Linksys. This is Julie How can I help you
10:00
Speaker 1
The EA is 8600. Serial number is two one PS Peter one zero. CS mounts, six, four, seven, one, two, two, five, eight. And says like wireless network is links is one two two two. two five eight something like that.
11:00
Speaker 2
Yes, ma'am. Okay. So, your ISP is Spectrum, right? Can I have the model number and the serial number of your Linksys device, ma'am? Okay. Okay, let me just track with that serial number. Hmm. [silence]
11:00
Speaker 1
My name's, But this is under my mom's name or
12:00
Speaker 2
Okay, so ma'am, let me just create a record. Can I have your name? Okay. How do you spell- how do you spell the first name? Mm-hmm. Last name is, okay. And can I also have your email address, ma'am? Okay. All right. So, let me create a record. How long have you been using this device?
12:00
Speaker 1
Speaker 1 and they spectrum Folk they brought it for us. Yeah uh yeah like they they bring it in but they are saying like um this is kind of you need to talk to you guys because uh you are the provider for these uh they they said we kind of like this we use this product so you need to call them directly. That's why I call you. Yeah. Um huh.
13:00
Speaker 2
Yes. Yeah right. So, ma'am, since you don't have internet access, there's a need for us to reconfigure this Linksys router, okay? It could be the router is not getting any signal from your modem. So, um the thing here, actually, when I checked the serial number of your device, the EA8300 that you have ma'am is already out of warranty, okay? And that just means it still have one year warranty there and then, for hardware and software. Your service is no longer covered for free technical support however we can give you two options for this. You can either go to our website which is Support.Links.com. You will find there articles and how to set up the Linksys router EA8300. You can also take advantage of our AI tool at the bottom right. Okay that's the first option. Our second option ma'am is the pay connection service which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes or an hour of troubleshooting and this service is non-refundable. Okay. If you want, Ms. Banai, we can also send you an email. Okay. That's for free. Okay you don't have to worry about that. Yeah. We will be sending you the instructions on how to set up the router. [silence] [silence] since we we do have your email address here, we can send you the email. Oh, that would be $15, ma'am. 1 - 5. [silence] Okay, so you wanted to avail for the service. [silence] All right. Okay, ma'am. So let me just process it first, okay? [silence] So do you have any computer available, laptop or maybe a desktop? [silence] Okay. [silence][silence]
13:00
Speaker 1
Okay, uh, you mean like, we have to get a new CD today? Yeah. Okay, so how can I pay the $15? [silence]
16:00
Speaker 2
Yes, the links is router, ma'am. Well, um, getting a new one is also another option, okay. You can upgrade your links, uh your router to a newer model, okay. But if ever the device is still working, then we can, you can still make use of it. Okay, we need to process that first, ma'am. Just give me one minute, okay. [silence] All right, so for your security, I'll try.
16:00
Speaker 1
01. September 29, 973.
18:00
Speaker 2
Okay, and the uh expiration. What about the security code? Okay, so let me just place the order. All right, ma'am, a copy of the receipt will be sent to your email address. Okay, and that would be A for Apple, T for Tom, O, O, S for Sam, A for Apple, P for Peter, A for Apple. [silence]
18:00
Speaker 1
Got it. Yes. OK. Yes. Yes it is. Let me see. Yes yes. The phone yeah the phone is connected to the OK. Silence.
19:00
Speaker 2
gma.com dot com, correct? OK, all right. So you were successfully charged by the amount of $15. So let me resume the transaction now. I mean, yeah, let me resume the recording so you we can continue with the troubleshooting. All right. Can you hear me ok? All right now. So now let me verify your connection. You have the modem from Spectrum, right? And is it connected to the internet port of your Linksys router? Ok, that's the yellow port at the back, right? OK. Now can you? [silence]
19:00
Speaker 1
Uh-huh. Okay. Why do you want me to take a photo of this? Okay, so I take a photo of this. Should I email it to you? What should I do? And then what should I do? Uh-huh. I'm going to.
20:00
Speaker 2
All right. Now, can we can you please take a picture of the Wi-Fi settings at the bottom? Try to look at the bottom of your Linksys. There's actually the Wi-Fi details. Okay, kindly take a picture of that ma'am, because we need those settings for the laptop. Yes, just take a photo, because we need those settings. Oh, no need to. Yes, once you take a photo, kindly go to your computer.
20:00
Speaker 1
Uh mine is Apple. Yes. yes. Yes. So it's linked on 258 underscore 5 GHZ. Okay.
21:00
Speaker 2
It's window operating system is it 11 or 10? Oh, it's a Mac, okay. Yeah, can you look for the Wi-Fi icon on top? Yeah. All right. Can you see there the name links name that shows up underneath the router? Is it the same name? Links link S 1, 2258 okay, kindly select that network, ma'am, and then click on connect or join.
21:00
Speaker 1
It's still thinking. so this is our road where one or like a router one. Still thinking. [silence] No, it's just like going on and on. Like it's just thinking. [silence] Or I guess I don't. I have like other networks.
22:00
Speaker 2
Okay. It's thinking. Okay. Did it ask for the fast word when you try to join the network? When you click on it ma'am, do you have the option to forget the network? [silence]
22:00
Speaker 1
I only have like other options hmm. No. No, it's not. Okay. Let me see. Back of first research. I see. Yeah.
23:00
Speaker 2
Okay, it's not letting you to connect. It's not asking for password. Okay. Can we just reset this router to factory defaults, ma'am? Try to look at the back of the Linksys. At the back of it, there's actually a reset button. Yeah, it's the red button. Yes, press and hold it for 25 seconds.
23:00
Speaker 1
Okay, I think it's three seconds. Yes, yeah, the router is linked, the link is is blinking and a yellow like a word, kind of like a sign is coming. It's like it always
24:00
Speaker 2
Okay, so the lights are blinking now on the router. It's yellow. Okay.
24:00
Speaker 1
is orange is still blinking, the link links is it's still blinking. Okay. Now I saw it. And that is a still work. Yeah. And the only way to like the word that's orange. Orange. Yeah. Okay. Uh-huh. Yeah, it is it is thinking. Uh-huh. on my computer.
25:00
Speaker 2
Okay, we'll just wait for it to turn solid ma'am. It's solid. And what, what's the color? It's orange. Okay, can we go to your computer please? All right, then click again on the Wi-Fi icon on top. Then look for the Linksys one, two, two, five, eight network. Can you please turn off and turn on your Wi-Fi first?
25:00
Speaker 1
Okay, I di I di it comes by itself, it comes by itself, like automatically and it is thinking. it has like a log. Let me see. Yeah, I have that one here. [silence]
26:00
Speaker 2
turn off and turn on the Wi-Fi, and then try to connect, try to select your network, the link sys network, and then join. If you if you click on it, ma'am, do you have the option to like remove the remove from network or something? Aside from the five gigahertz, do you see the two point four or the Linksys one, the Linksys one to five eight, just the regular network, not the five gigahertz.
26:00
Speaker 1
Okay, it says password. Yeah, it's a password. Okay. **sigh** *creak* Mm-hmm . So, Join. Okay..Mm-hmm.. I did.. Yeah, I'm I'm joined to the lynx system. Only one two two five eight now. And it's just like uh the wi-fi kind of like a uh the computer, we're going to wash our hands afterward, are we going to wash our hands afterward?
27:00
Speaker 2
can we select that instead? Okay, now put in the password that's on the router. Um, just just look at the picture, the photo that uh, you've uh, yeah, that you have. And then just uh, look at the password there. Type in the password ma'am and then so hit join. Okay. So does it have a checkmark? Under linksys 1258, [silence]
27:00
Speaker 1
sign but it's blue like it's it shows that this is this is connected to this one not the five G H thing all right the thing it says no it's no connection no connecting. No like it I can't go to the Chrome but I can't go to the Chrome only but if I go to any other like things like like Wells Fargo or something it doesn't come up it says no internet.
28:00
Speaker 2
Okay. yes. Can we open up Safari, or if you have Google Chrome, just use Google Chrome, and try to check if you're able to go online? It's not connected. Mhm. Okay. All right.
28:00
Speaker 1
Okay. Okay. All right. U slash. Okay. Okay. Enter it. Okay. It says, um, I need to see smart Wi-Fi setup. I want to contribute future
29:00
Speaker 2
Okay, on the, uh, all right, let's just type this link on the address bar, ma'am, okay? Um, let me know if you're ready. Okay, that would be, uh, HTTP colon slash slash my router.local. Yes. M-Y. Yeah, it's M-Y-R-O-U-T-E-R. My router.local. Yes, press enter.
29:00
Speaker 1
improvements. I have read something like okay. Yes. Accept the license terms. So I put that one, open. I did. It says, please wait. It's still, we're still thinking. Okay. It says, Internet connection is down. You must have an Internet connection to log into your Linksys Smart Wi-Fi something like that. It says, retry or log in. You can log into your router without an interior. [silence]
30:00
Speaker 2
okay. Yes. Okay, so you have those options. You have those two boxes. Below do you see manual configuration? Okay, can we click on manual configuration instead? Okay, yes. You need to check that one first and then click on manual configuration. Okay. And what are the other options? Log in. Okay, so you have those options. You have those two boxes. Below do you see manual configuration? Okay, can we click on manual configuration instead? Okay, yes. You need to check that one first and then click on manual configuration. Okay. And what are the other options? Log in.
30:00
Speaker 1
log in, okay. Okay, it says access router, router password, put password in. Tell me again. Add in? Sign in. Okay. All right, it says device router internet. Like device to router is like tick mark, but it says to the internet is like exclamation mark or something with red, no internet connection.
31:00
Speaker 2
Yes. Just log in. Yes. By default, ma'am, that is admin a d my n all lowercase. Admin a for Apple, d for d a. Yes. M like Mary, i for India, and as in Nancy, a d a lowercase. Yes, and then sign in.
31:00
Speaker 1
no. Troubleshooting yes. Okay. Report okay. Time family. Where is it? [silence]
32:00
Speaker 2
Okay, it says no Internet. All right. Okay. Hold on. Okay. Can we click on troubleshooting please? Okay. And then, um, under status, look for report. Click on report. Okay. And, uh, can I have the firmware version, ma'am? What's the firmware version? I'm sorry. Below report. Do you see any firmware version? Router information.
32:00
Speaker 1
Yes, yes. 1,1,1. One, dot, like it's three, one, and, three, dots. And it says one, seven, nine, four, six, five. Uh-huh. Okay. Port? For? Yes, yes. ID, yes. Yes. Yes.
33:00
Speaker 2
[silence] Okay. Now try to scroll down, down at the very bottom. And then do you see there ports? Port. You need to scroll down. Okay. Under ports, do you see Internet? And does it have an X mark under 1 GBPS? Okay. There's an X. All right.
33:00
Speaker 1
di- diagnostics yes okay okay yes yes yes Release IP before 0.0.0.0 yep release and renew IP address when you release your if you're up yet it's all connected devices will lose their connection during that and all devices reconnect when the process is complete do you want to continue yes Okay applying changes your router applying changes the action something Okay
34:00
Speaker 2
Can we click on diagnostics? Beside status, you have their diagnostics. Yeah. Okay. And then on the right side, look for Internet address and do you see their IPv4? There's nothing there, right? Okay. Can we click on release and renew? Yeah, that's all right. Mm-hmm, continue.
34:00
Speaker 1
Is that bathing? You are researching, the router or whatever, what are you doing? Oh, okay, okay. Oh, okay. Yes, yes, it is waiting. Okay, it's done.
35:00
Speaker 2
Okay, did it bring you back to the same screen? Okay, it's just waiting. It's actually refreshing, it, ma'am. So, it's it's trying to get a connection from your modulation. So, it's it's still waiting right now. And do you see an internet address? Do you have numbers on the internet?
35:00
Speaker 1
No, it's just the same thing. 000 something. Both of them? Okay. Sure. Okay. Give me one second. I'm Michael. I am.
36:00
Speaker 2
Can we turn off your router, the Linksys router and the modem, ma'am? The spectrum modem. Yes, both. And we'll wait for one minute before we plug it back in, ok? I'll let you know, ma'am, when to plug it back in, ok? All right. Thank you.
36:00
Speaker 1
Hi everyone, I wonder, can you hear me? Sorry if you can't, it's fine, it's done.
38:00
Speaker 2
All right, ma'am. Can we turn on your modem first? The spectrum modem first. Yes. Wait for the lights to stabilize before you plug in the linksys. What is the the brand name? Uh the modem, ma'am? Does it say, that that it's just say spectrum?
38:00
Speaker 1
so only two of them like one of them is just solid
39:00
Speaker 2
okay, yes. Okay, just make sure you have all the lights lit up on your Arris modem. So you should see there the online light. it should, uh, should light up blue, solid or green.
39:00
Speaker 1
Now 2 of them install it, 3 of them. 4 of them. I think that should be it. I don't know, it's one of them tells 1 and one of them tells 2, which we only have one tells phone, so I think that is all. Now. Uh-huh, okay. [silence]
40:00
Speaker 2
ting a "this" okay, all right. Okay, so I think uh, yeah, it's time for us to turn on your link.
40:00
Speaker 1
[silence] There is no globe [silence] Let me go back to my computer. I'll give it one second. [silence] One second. [silence] So, it says router not found. Now is the same page, troubleshooting. [silence]
41:00
Speaker 2
um Light on the Linksys at the front so okay okay that's fine can we go back to your uh computer do you still have the uh Linksys page open? I don't think okay so we're on the same page trouble
42:00
Speaker 1
Yap. [silence] Mhm. [silence] Troubleshooting again. [silence] You are not connected. [silence] Did it try? [silence] It says you are not connected to the router, but I put to retry. Okay, let me see. [silence] I am connected to the link is 5GH, Z. [silence] Let me see, Yes, now it's [silence]
43:00
Speaker 2
okay can we press okay from that page? and then go back to just click on troubleshooting again. sorry. yes. and then under status click we- can we click on the Wi-Fi icon on top and check if you're connected to Linksys? can we connect to the regular one, ma'am?
43:00
Speaker 1
I think it's connected to that one. Okay. So it is like I could retry to connect this router not found. I says retry is waiting. Same thing come in router not found. Close the whole think link key. What is it? I close it up.
44:00
Speaker 2
Okay, try to refresh the page. Saying router not found. Yes, we try. Can we close that screen, Ma'am? [silence] Yes. [silence] Close it out.
44:00
Speaker 1
Mm-hmm. Is that CPM, you you have a local. Okay. Yep. it is King King.
45:00
Speaker 2
and then try to open a new window. and then on the address bar type in again http://myrouter.local then press enter [silence] you, user, u,我,我, and then you pop in the a and
45:00
Speaker 1
It's just thinking it doesn't bring it bring that played in the Windows. Yup. Uh huh. Firefox. Firefox. Net. Net work. Internet, what? Net work. I don't see it. No. No.
46:00
Speaker 2
Okay, what's happening now? Can we click on the wi-Fi icon again, ma'am? Uh, no, no. Sorry? I'm having [silence] uh, let me just connect first to the apple icon. click on the apple icon, then go to system preferences. Okay, and then go to network. Under system preferences, look for network. You don't see network. [silence]
46:00
Speaker 1
Oh, I see. Okay. Okay. It says Wi-Fi connected. Okay, what's the name of your network? Is there a setup? Is there a setup code here? Okay. Okay. Okay. Okay. Okay. Okay.
47:00
Speaker 2
Okay. Do you see their details? What is the IP address? Okay. What about the default gateway or the router? Do you see default gateway or router?
47:00
Speaker 1
Yeah. [silence] Hold on. [silence] So HCP connection. Okay, one e to. Okay. Uhuh. 168. [silence] .1.1. Okay. I did. [silence] Still thinking, oh, okay. [silence] All right. So, access and order again.
48:00
Speaker 2
Okay. All right. Can we go back to Google Chrome? And then on the address bar again, type in HTTP colon slash slash 192, no, 192190 to dot one six eight dot one, dot one enter.
48:00
Speaker 1
With admin is OK. Ok, came the same thing no Internet connection. Yep. local network. Ok. Uh huh. Ok. So, let me move a
49:00
Speaker 2
yes. [silence] yes, type in admin. Yes, all lowercase. All right, ma'am, can we click on Connectivity [silence] and go to local network. Okay, on the router details, click on edit [silence] and then change the IP address to 10.10.100.100.
49:00
Speaker 1
Okay. But over in there. Okay. You want one second. So, the first square foot, what? Uh-huh. Okay. So, it has five squares. Four, yes. Yes. 101010. Three Clements. Okay. Yeah. Yeah. Yeah. Apply. [silence]
50:00
Speaker 2
yes You remove what's in there type in 10. 10. there are actually four only four squares so the first three squares just put 10 yes 10 10 10 and the yes and the last one is uh one the last box the last square just put one so that should be 10 10 10 and then one okay and then click apply
50:00
Speaker 1
Well, okay. IP address is not valid. OK, so first one is 10. Second one is zero. Third one is zero. And what about last one? One. Okay, let me apply. Same thing That address is valid is not valid.
51:00
Speaker 2
Okay, how about, all right, hold on. Okay, let's just try, sorry, let's just try 10. It should be 100 and then 0 and then 1. Mm-hmm.
51:00
Speaker 1
is a subnet okay okay 192. 168.2. and one let me see apply Same thing, it's not valid.
52:00
Speaker 2
What is the subnet mask there, is it 255 255 2550? Okay, can we change instead the IP to 192, okay, just put the first box 192, and then the second is 168168. And then the third yeah, the third box, that should be two. Okay? That's one. And then let us. Can we close that screen, ma'am, and then try again?
52:00
Speaker 1
Okay. Close everything. And then again put edge. Okay. Uh, Yeah, let's close. So 192.168, that one. Okay. Okay, I go to admin, and then I go to there it come. Okay, connectivity. Local network. Okay. Edit.
53:00
Speaker 2
Oh, oh, you close everything? Oh, okay. I'm sorry. Yes. Yes, 192.168.1.1. Yes, connectivity, and then go back to local network. Mhm. And then under router details, click edit, and then just change the IP address to 192.168.2, and then one. And then for the start IP address, it should be one.
53:00
Speaker 1
oh 200 okay all right apply applying changes your router is applying changes okay okay that right it's waiting ok router not found ok let me see this quick
54:00
Speaker 2
92, 168, 2, and then 100. Now, try to click apply. Hmm. All right. Yes, just press okay. Okay. All right. That's fine. Can we click on the Wi-Fi icon again on top? And then try to turn off the Wi-Fi first and then turn it back on.
54:00
Speaker 1
Okay, ma'am, hold on. So this router not found is not going. So it's just solid, like page. I, I, I can't. I cannot close it up. I cannot close it. So it says details or retry something like that. Okay. It says the same thing, router not found. I've retried, I cannot close it up. It doesn't go away. I, I did, I did close the whole screen.
55:00
Speaker 2
Uh so we can you uh Are you not able to close the uh the whole screen instead? Yep, Just set close the whole screen. Close the whole screen. Click on the Wi-Fi icon again
55:00
Speaker 1
it's linked in a without yeah one two two without yeah yeah yes it says it's connected i did
56:00
Speaker 2
on top and then look for your network Sydney. without a five yeah just the 1258. [silence] okay our is it is it connected? okay can we open up a browser again? okay kindly go back to htcu:/ slash slash
56:00
Speaker 1
Okay. Okay. Admin. All right. So troubleshooting connectivity, which one? Mm-hmm. Record. I don't see. Oh, yeah, here we go. Firmware version.
57:00
Speaker 2
my router.local, let's try that first, yes. Okay, go to troubleshooting, and then click report, below status, okay, and yes, um, it's all right, can you please check for internet connection IP C, for M, and uh, below the, uh,
57:00
Speaker 1
Internet access. Uh, address. Okay, okay. The internal red address is... nothing. It's just like... Automatic connection type, automatic configuration, DHCP. And internet address... I don't see, but there's nothing. There's blank. Yeah. On IPV4, but IPV6 connection type is disconnected, something like that.
58:00
Speaker 2
that do you see an internet address internet address under internet connection IPv4 mm-hmm, is it blank? okay ma'am uh you don't have any [silence]
58:00
Speaker 1
Ethernet. I think I have you turn it on this one. Yes. Oh, let me see. Ethernet. No. This is just the I don't think it's Ethernet. No, I don't have it.
59:00
Speaker 2
Do you have any computer that has an Ethernet connection? An Ethernet port, or any device that has an Ethernet connection? Wired connection. Do you have Ethernet on that computer? Mm. [silence] If you go to system preference on that computer and then you you go to network, you would be able to tell if there's Ethernet, 'cause it should show up Ethernet under network. Aside from Wi-Fi, you should see their Ethernet.
59:00
Speaker 1
No, it says, no, there's not any internet. It has like Apple US adapter or something like that, not connected. And also trouble boat bolt bridge is not connected. [silence] Yes.
60:00
Speaker 2
1, Thunderbolt or something. Yeah. Okay. Okay. Yes, because here's the thing, ma'am. The router itself is actually having connectivity issue. It's not getting a signal. Okay. It's not getting a connection from the modem. Okay. Uh, I understand that you had, did you try to contact Spectrum before you call us?
60:00
Speaker 1
I know they just, because our phone, was not working as well. So basically they told me that the modem is working, and the problem is with the router. And they said you need to call, I need to call you guys. Yeah, the phone is working. [silence]
61:00
Speaker 2
Mm-hm. And did they try to connect a computer straight to your modem to verify if there's really active Internet connection? OK, you mentioned that you have a phone connected to your modem. Is that working right now? The phone is working. OK. Do you have any device that has ethernet, ma'am? Because what we're gonna do is we will be connecting that computer or any computer that has ethernet, because we'll be connecting that computer straight to your modem. Because what we're gonna do is we will try to, let me just track it, there's an available and it's detected. So, um, we'll just, uh, do some troubleshooting there that could be the source of, um, the cause of your internet connection.
61:00
Speaker 1
I have a like, it's kind of like um it's like a TV box or something that has internet and it connects to the internet and to the um to that box. It has internet. It connects to the insta Yeah, I can uh so the TV box, I connected to the internet and I connected to the TV. That's what it's usually. Um so my TV is con- Is I can't
62:00
Speaker 2
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62:00
Speaker 1
it's it's a it's not a straight connection but I have kind of like these, you know, these extensions that like, what is it, Netgear? I don't know. So, uh, because it's a long wire from the modem. So, actually, I I connected with the long wire. So. Yes,
63:00
Speaker 2
Okay. Can we connect it to straight to your modem, to the Harris modem? and check whether you have a connection? A switch. Is that, is that how you had it connected ma'am, even before?
63:00
Speaker 1
I don't think it's going to work right now since we don't have internet.
64:00
Speaker 2
Okay. Yeah, but you can't connect, you're able to connect your TV straight to the modem, right? Because what we're going to do right now is we will be checking if you really have active internet connection with the modem, because right now the Linksys is not getting any connection or any signal from your modem. This is why we need to test.
64:00
Speaker 1
So I'm going to connect this TV box to the internet just to see if it works. But I don't think it's going to work. Let me see. Okay. I don't know. So my TV can't have an ethernet cord. My TV doesn't have an ethernet port. My TV box has it. No, just that TV box has an ethernet cord. And also my... so Yeah, that's the only one I have. I also have a TV. Hold on. Mmm. Yeah, a TV has it too. But no.
65:00
Speaker 2
your, okay. Your, your TV has an Ethernet port, right? So, um, are we able to connect that cable? Oh, it doesn't have an Ethernet port. [silence]
65:00
Speaker 1
not this one. No, I can't. So what do you think? Do we have to change it?
66:00
Speaker 2
Yeah, cuz what we're going to do right now, ma'am, is we will uh we will try to um cuz right now the the router is not getting the uh signal from the modem. So we we will try to update we can try to update the firmware since there's an available firmware as as I've checked here in our uh our um on our system. So there's an available firmware. If we could like upgrade it to its latest firmware. But the thing is we don't have any computer that can go online. So uh do you have aside from your iMac, do you have uh another computer like a laptop that we can try to connect the uh the we could [silence]
66:00
Speaker 1
I don't have any other computer than this.
67:00
Speaker 2
can try to connect it with an Ethernet cable so we can download a firmware from our website.
67:00
Speaker 1
Okay. I don't have a thing. So, what do you want me to do? Okay. I'll see. Let me see if this one that you're telling me is the GLZ. Let me see if it's working. So, let me go. I want to check this device that is connecting to the internet. So, it says wired connection, but let me see if it works. Uh, it's my TV box. So, it's, so, yeah, it doesn't, it doesn't, it doesn't, like, connect to the internet because we don't have internet.
68:00
Speaker 2
OK, click on troubleshooting and go back to diagnostics. Which device, ma'am?
68:00
Speaker 1
[silence] So troubleshooting again? [silence] Okay. Okay. [silence] Okay, release Kyle. Okay. [silence] release cycle IP address, yes. [silence] Apply changes. Okay. It is having.
69:00
Speaker 2
Uh, yes, go to troubleshooting and then click on diagnostics. All right, try to release and renew again the IP address, ma'am.
69:00
Speaker 2
Yes, I'm still here. I'm here. Yeah. Can you hear me? Yes. Yes, just press OK. All right.
70:00
Speaker 1
yes. yes. no internet. no internet. ok. ok. ok. ok. yes.
71:00
Speaker 2
uh did you go back to I mean did it bring you back to the same screen to the main page. Okay. And what is the network status? Does it still have an X under router and then internet? No internet? Okay. Ma'am, I'm gonna put you on hold for about three to four minutes. I'll have this verified, okay? Let me let me just check on this one. All right. Thank you. [silence] was was was there any problem with the recording? Oh, no, not at all. It was perfect. so sometimes if people say my correction please fix that. uh huh okay.
71:00
Speaker 1
can some please like
79:00
Speaker 2
Hello, Ma'am. Yes, hi there. Thank you so much for patiently waiting, Ma'am. I really do apologize for that long hold because I had to verify this with my immediate superior, okay? Um, I've explained to him what we've done so far with your Linksys router, okay? We've actually did all the possible troubleshooting steps to make your router um work or to make it to communicate with your modem. And the thing is, the uh the router is just not getting any signal from your uh from the modem, okay? And there's no way for us to be able to patch our internal [silence]
80:00
Speaker 1
Okay? No. So what if.
81:00
Speaker 2
[KEEP_UNCERTAIN] just who is whether you really have active internet connection with the modem, since you don't have any computer that can be hard wired to the modem, ma'am. And um yes, and based on the uh based on my I mean as per um my immediate superior, we really need to have this checked. We really need to check your modem connection first, Kes. If if possible, um are you able to like uh do you have any do you know someone that has a a laptop um that has the Ethernet port enabled in it? Because we really need to you really have to to check ma'am the modem connection first, because right now, you know, the router relies on your modem.
81:00
Speaker 1
So, should this, this is not working anymore you think? Like this, this modem router? [silence] Yes. Oh.
82:00
Speaker 2
Okay, if there, if there's a connection, and right now we're really not getting any signal at all. No, um, we can, we really cannot say that, okay, that there's the problem with the, with the router because we haven't checked the modem connection yet, okay? Um, the, the telephone signal that you have in there, that's a different connection, okay? That doesn't mean that your telephone is working, your internet is already, uh, is, is working too, okay? That's a different connection. So we haven't checked your modem, uh, yet if there's really active internet connection with the modem, okay? Because right now, we're, we're not getting the, uh, the connection. The Linksys router is not getting any signal, any internet IP address. [silence]
82:00
Speaker 1
huh I think yeah so contact them and say what
83:00
Speaker 2
Umaddress. Um that's what we're aiming for with the with the Yeah. remember we check on the uh the router status and there's no internet IP. There's still it's still zeroes. showed 00, we've tried the um changing the router IP address. We we did a power cycle. We even reset the router to factory defaults. It it's not getting the IP address from your from your modem. we. Yeah, if is is it possible that we would be able to do a three way with um with your internet provider. Um Are you able to contact them while you have me on the line? Yeah, let them know that you have linksys on the other line and we've tried
83:00
Speaker 1
Okay, yeah. Let me get another phone, okay? Let me get the phone number from home, okay? Where's a spectrum? Okay, so it is, let me call them right now. [silence] From spectrum. Okay. I'm calling from other, phone. [silence] Welcome to spectrum. This call may be recorded for quality and security purposes. Para Espanol, Marcelo. Are you calling about the account associated with
84:00
Speaker 2
Okay, sure, no problem. [silence] Okay.
84:00
Speaker 1
[silence] no internet. or tell me how else I can help? Customer Service. Before I connect you with an agent, please tell me your 4-digit security code. I don't have that. One moment while I transfer you. Hello, thank you for calling Spectrum Community Solutions. My name is Jazz, and I'm a SCS specialist here in sunny San Diego, California. Who am I speaking with today? Uh, Barbara Mosby? Mosby? Los Angeles, California [REDACTED_PAYMENT_DIGITS] And thank you for that. Some of the security code sign to your account. I have the account number, but I don't know if the security code is [REDACTED_SECURITY_CODE]. I don't know. Um, but I have the account number. Alright, so I don't need the account number. The security code is not [REDACTED_PAYMENT_DIGITS] or [REDACTED_PAYMENT_DIGITS], but I will send you a temporary code via text message. Okay. We need to know when you receive that and what it is or if it failed to arrive within the correct. Yeah, it is [REDACTED_PAYMENT_DIGITS] Thank you for verifying and authenticating the account. How many issues do you see today? So actually a few days ago, our phone was not working and Internet was not working at the same time. And then we were not home for a few days and then we came back. We thought that something temporary, but I came back and I saw the same thing. Like the phone was not working. Internet was not working. So I called spectrum like uh, I think an hour, two hours ago and a lady helped me to kind of like bring back the, He said our router is okay, but the modem, which is [silence] it's maybe has some problem. So, they told us to get all this equipment from you guys from one Spectrum. You always bring them in and set them up for us. And then she said to call Linksys directly. So, I am on the other phone with the troubleshooter from Linksys and she is trying hard to find out if she can connect my router to the, to what is it? To the modem. But we are not able to that to do that. So, she told me to call you to see if um, like, you can help us with anything. Okay. Uh, can you hear that? Okay, can you hear that? um hello yeah so she's on the other line and this guy is from S spectrum um do you want to talk to each other because I have two for charts right now on my hand
85:00
Speaker 2
yes hello I'm here. yes, hi there. yeah hi sir. yeah the reason why um we call you guys, cause the WLC is router is not getting the signal from the modem. okay it's not getting the internet IP address. okay, we've uh we just cannot we the thing here is we cannot connect a computer straight to the modem to verify if it if it has active internet connection cause you know she doesn't have any computer that has an ethernet port. case she's just connecting um wirelessly to the linksys. so we've tried configuring the linksys router.
89:00
Speaker 1
OK, so on my end, what we what we need to be seeing is the following. So right now, you have a separate modem on our end for your phone and for your internet. So each device needs to have a coax cable plugged into it. Can you confirm that you have a coax cable plugged into your phone modem and you have a coax cable plugged into your internet modem? Silence.
90:00
Speaker 2
But we've also tried changing the router IP address. Okay, just to make sure there's no conflict. But still the links router is not getting the internet IP address coming from your modem. So, I just want to make sure here because we cannot test your modem the modem connection since we cannot hard wire her computer to the modem straight to the modem without the links. So, there's really no way for us to check the modem connection.
90:00
Speaker 1
Uh, what is the coax one? It's the one that screws into the wall. Yeah, there's a screw to the wall. Yeah, it's a screw. only the modem is a screw to the wall. So, are you saying you only have one modem? I have only one modem. Yeah. Incorrect. You have two modems. You have one modem from Spectrum, which powers your phone, and you have a modem that you own that's registered on our network, which is also what powers your internet. So, it yeah, it is two two modems. It is a Eris. Yellow, uh, it's a a white one and also the green one. So the Eris is your landline modem. Uh-huh. So, where's your second modem? Second modem is here too. Like, one of them is black and one of them is yellow. Sorry, one of them is white, one of them is, uh, black. Okay. What's
91:00
Speaker 2
you have two modems, ma'am? two Ares modems? [silence]
92:00
Speaker 1
a router to be plugged into the server board. Okay. Okay. Should I plug them in? Yes. Plug it all in now. So first uh the modem and or yes the modem. Okay. Not the router. Give me one second. What is this Aaron? The wife, one? I don't see any lights on. Should be light on on it. There is no light on it. Is it plugged in? Then yes, it should eventually have a light on it. I don't see any light on it to get on. That white one, I don't see it's getting on. But that blue thing, it it's getting on but not that one. Maybe the white one is out of order or whatever, I don't know. Because we get the phone but this one looks like a So, your your modem is not powering on, is that correct? I don't see this is powering on. Then you need a new modem if it won't power on. I can send you one because you follow up by four Azure spectrum, though. Okay. Uh, who is going to come? No one. We're just going to mail it out to you. Uh, okay. Should everything change? No, you're just it's just changing the server form from motor. Okay. All right. Give me a minute to place that order. Yes. Yes. Hello. Okay. I get that one and it starts to work then you should be fine. Because I don't see I don't see this I don't see this is getting any color on. I didn't see that before but I just saw it. Okay, thank you for your help. Like happens, I call you back again. Thank you. Abby. Yes. You're the same. Bye-bye. Bye. Ah, thanks. Uh, sir, um, should we change our um router too? Because in the
93:00
Speaker 2
Okay, all right. Yeah, so I think. Yes. Okay. Not a problem, ma'am. Thank you so much for your time. And yeah, this is Epi again from link sys. Thank you for calling. You do have a great night. You too. Bye-bye.
96:00