V2 Rubric Detail — 6db9be32-7b4c-11f1-8…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys Customer Assurance Team. May I speak with Michelle? Okay. I really apologize for the inconvenience. I really don't know what happened, but I was talking and we got disconnected. It might be in my phone. I apologize for that. Uh, no, I promise you that I'll uh, okay and because, I already understood your network, okay? So I'm, I'll be, we're almost there. You're already providing me more information, okay? So, uh, Michelle, I believe, uh, since we're now here, okay? Uh, I believe we got disconnected when I I'm I informing you that I will be generating SIS info log, okay? And then we're gonna check the port status. Is the port status still showing? [silence]

Intern on blank or is there an X mark on the intern port. By the way, this. All is recorded for quality assurance purposes, okay. The time out. You time out on me, okay? We need to reaccess on me, okay.

So I'm waiting for your computer to be ready. Okay, it's ready now. Yes. All right. Uh. Okay, it's it's Don't worry, Michelle, I already understood that. That's the reason why, uh I need to make sure that I gather all the necessary, uh network topology, okay? And you're helping me out, okay? Yes. I will not proceed with the reset because that will be the same thing that we're going to do all over again. I don't want that, okay? And I'm the I'm just going to get the information. So, uh how did that work out? Could we go to the ICT and below that there's an internet address right? And the troubleshooting let's go to the report. Ah by the way, the LED is now lit solid white since everything is online again, right? It's all solid. Okay. Okay. And that's the report. Okay. I appreciate that. Okay. So okay. And the report then the internet address what's showing up on the internet address under ICT? Uh

If you first open the status, you will be on that page, okay, and you will see that the firmware version and the serial number. A Couple of lines below it, you will see there. The Linksys Smart Wifi services, status. Does it still show, stopped there? Connected, thank you. And like two lines below it, maybe, there's ICT. And it shows there the HTTP, and one line below it there's. internet address, right? Only the IPV4, the IPV4 address. Okay, that's the one. Under, okay, what do you see there? What's the number?

[KEEP_UNCERTAIN] Okay. It's for octets, right? Separated by dot. Four octets, so... okay. Okay. Okay. Not the IPV4. I believe that's IPv6 and only the IPD for that I need. If you try to... Yes, thank you. 100.0.0.78. Thank you. Does it show you like there's like subnet mask and default gateway?

And DNS, can you provide to me? Thank you. Thank you. And a default gateway. Thank you. Okay? So, thank you so much for this one. Okay. So, I believe your modem is really a combo. It's a modem plus router plus wireless capability in one. Okay? So, let's now go to ports. I believe on those ports, you already mentioned that the port is, uh, has X now on the internet. Thank you. Okay? So, uh, as what we discussed, like, initially before, Michelle, uh, your node is lit solid red because it did not detect the internet. Okay? And, it's just my assumption.

could it? could it earlier? okay? that it may be on the modem. Yeah, it might be the cord because it's a long cable. Then when we touch the modem, it means a possibility, okay, that the port was properly connected. We may never know, okay? But as what I mentioned to you, I need to make sure that I properly understand your network. So, right now, I'm not yet satisfied. I know your internet, but I'm not satisfied in a manner what's causing it, okay? So, that's the reason why I need to make sure that I'll make a follow-up with this call. So, what will be your convenient time tomorrow for a follow-up? Okay, that's great. Uh, your in morning is your best time. You're in Pacific, right? Okay. Uh, I'll check the my schedule, but before that. Uh, could we open up a new tab on your [silence]

Yep. Hey, so on your computer like we have the Safari browser, open up another tab and could you type there? H do you see PS? Once you open up a new tab, on the URL, please type there HTTP and colon, then two forward slashes. Then the same number, 192.168.1.1, forward slash, cis info. CGP. https://sysinfo.cgp. 192.168.1.1/ cis info.

There's like a circular something. Once it's finished, then the next thing you need to do here is, could you, uh, how do you save this one in Mac? Because I usually save it in a notepad using like, uh, Windows. But, uh, before that, before we save it, can you, can you generate, find, uh, control F, so that we will find a control F, then once you're trying to find it, we will search for BH report. Uh, uh, like usually in Windows, it's control F to find something on the document. Uh, I believe it's still the same with Mac, right? Command, uh, how to control. like, yes we need to find, uh,

Okay, uh, and the one that we need to search is BH-report like B for Bravo, H for Hotel, underscore report. Okay. Yes. BH, underscore report. Uh, enter or return. Enter or return, yes. Okay. Then does it uh, show you a uh, like, information there? But if not, you may need to hit a few times before

another enter for it to move to another part of the document. okay that's the one. Does it show you like uh like a parent node IP and child node IP. And there's like RS SI there. And can you can you tell me uh what's the RSSI value? Like there's RSSI AP and StA. Mhm. Mhm. Okay. Uh Is there information there like uh RSSI uh on that information as you can see. On that bh underscore report.

If you hit enter again, will it be routed to another part of uh that document? Okay. So the usually the one that we're going to see is there's like uh backhold report. Okay? Like it will show your your child node IP and the parent node IP and their RSI, like how they are connected. But if you're not seeing that, you hit enter again, until you'll move to another part of that document.

You may hit Enter again. Because there's one uh your uh eight like V H underscore report that uh showing up on that document, okay? So. Or if I may ask, Michelle, uh I know I'm not a Mac user, okay? She should see your Windows. Uh how do you save this file? Because uh this is the one that uh you can send to me by email because I'll be sending an email, uh that will include your the photos and also uh the the topology, okay? That's what we discussed. So that I can properly check what's the information on your Sys Info. Uh how do you save this? Uh because if it's a if it's Windows, I can save it in a notepad. Uh I just don't know how you save this file. All of this file. Like your Ctrl A. Yeah. Oh, I see.

That's great, that's great, okay. Yes. You uh, like, Ctrl-A, Command-A, so it's the same with Windows, like, Ctrl-A meaning you're gonna select all, then Ctrl-C, copy all. Is it the same? Right. Uh, I don't know how you say that, okay? Then, so while you're doing that, Michelle, may I verify your email address so that I'll be assured that you'll receive the email that I'll be sending? And I'll receive your file. So I'll I'll read first your email address. And correct me if I'm wrong, okay? So, based on the documentation, your email address is shellfb3@aol.com. Sounds right. But okay, but I'll do phonetics just to ensure, okay? So let let me do phonetics now, so that

S for Sierra, H for Hotel, E for Echo, L for Lima, and another L for Lima. I for India, E for Echo. F for Fox Trot, B for Bravo, the number three at aol.com. Okay. The same one that I have here. I appreciate the phonetics, okay? So, Michelle, uh, as what I had mentioned to you, okay? I'm not satisfied with that you're getting online, okay? Especially that we just unplug, replug cable, check the modem. I need to get the root cause and at least already laid out to you the possibility, okay? [silence]

Wait for a few seconds, just changing the header. Okay, I'll be sending it now. Michelle, wait for a few seconds. Okay, Sending it now. Just let me know if you receive an email from me because once you see that, it's a confirmation. Then just wait for my right email that I'm going to compose, okay?

Your other side of the other front side the wireless internet connection is still working fine. With that SSID name. Thank you for confirming. So just to double check the wireless gateway. The SSID configure there is WB family. And for the MX 6200. The SSID configure there was WB family extension. Thank you. And earlier when the node was not online, said Solid Red, but the LAN side is still working because we're able to connect to the WB family extension and we are able to see the information of the router. And so it's just on the internet side might be the possibility okay off the router. So so we're able to receive the inbox. Okay, that's great.

So, on that email, I mentioned their dear Michelle Sally, this is Eric from the Linksys customer area, just a test email. That's the one that you received, correct? Okay, thank you. So Michelle, I'll compose a new email. It may take time. So once you receive it, the one that I've created, agreed on the content of the body of email is. I'll be asking for your help to provide to me, just a drawing of your topology, okay? And the pictures of your modem, for me to probably understand it, okay? The back and the input and okay. So Michelle, I just want to let you know. Yes, because since we're not able to find the model, because usually, if I need to deal with this kind of situation, I need to understand the modem, because I'm encountering as well, that they might have forums, that they also have this issue, something like that. Like, I'm doing both.

Both sides in research, okay? So, um, I'll be expecting your response, but wait for my email first. Don't respond to this email yet because this is a test email. Wait for my formal email that I'll be sending to you, you know, a couple of minutes from now, okay? Okay. O. So, and since we have email, we can also communicate what will be your best time, just in case that I'm not able to call you at this particular time frame. Okay? So, if it's a Pacific, Okay. Yeah. O. So that we can. Yeah. So that we can meet halfway then. Okay? 'Cause I already understood your case and I know it takes time. It usually takes time to understand your case, because I cannot, I will not just proceed directly in resetting it and doing the same steps as what others have done. I'm trying to do something new.

the resolution here. And I appreciate your help. Okay? So, we'll keep in touch with that one, uh, Michelle. So, I'll also provide you my timeframe, so that you can adjust as well. Okay? So, I'll put it. You're welcome. And would there be anything else aside from my main concern? Okay. You're welcome. My name again is Eric. You're level 2 technician. And you can also visit our website, which is support..com. Thank you again for your cooperation, Michelle, and wait for my email, and we can move forward from there. Okay? You're welcome. And good night for now, Michelle. Bye-bye. Okay. Bye-bye.