Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello, this is Eric from Linksys customer assurance team. [silence] Can I speak with Shirley? Uh, actually, uh, fine. I just (uh), yeah, I actually just uh caught up with like technical inquiries with our level one uh technician. So, I just catered them before calling you. I apologize for that. Okay, no, no worries. Uh So [silence] I see. So if this device was able to work fine before based on our last communication, if I may ask, uh what [silence] what
00:00
Speaker 2
it's called until she's gone type a call okay it'll stay open a food letter hello Eric how are you yes it's Troy right no actually I actually I can't even reset this thing all it does is flash blue it's trying to connect but it's not connecting at all and it's right beside the modem right right right and credits yeah OK actually
00:00
Speaker 1
What happened? Why it lost connection again, as far as I can remember. [silence] Okay. [silence] Okay. [silence] Okay, so, with that Kate. [silence] Yup, that's actually the minimum step that we need to do first. So that we can ensure that they are able to properly communicate, and once the rings extender is already placed on the remote
01:00
Speaker 2
I have I have no idea why I lost connection. Um, it just, uh, I went away, um, for a couple days, came back and it stopped working altogether, and uh, you know, I can't even do anything with it, and I keep trying to, practically reset it. I can't get it to go to orange, all I can get it to do is, uh, blue. And it doesn't does doesn't come solid. Um, it won't, it won't, uh, it won't go to solid, and I'm right beside the modem. The modem's like two feet away, so it should connect, that we are, being so close.
01:00
Speaker 1
properly reconfigure it and that's the time that we can move it to the right spot. Not really too far. Okay? So it's just in the optimal position. Okay. So the probable causes then why you lost this connection with the range extender is mostly it might be the settings that might have been changed or lost or it could either be a software issue. Don't worry. We can properly check on our website later on and we can download the latest firmware and we can try to reload it. Okay. Okay, no worries. We will do this together, okay? And uh, Okay, so for the in the meantime. May I know, uh, I believe, uh, you don't have a computer that you can use there, right? [silence]
02:00
Speaker 2
Right? Okay. [silence] Yeah, that's what I-- that's why I thought maybe that might be the problem is the firmware and you know, and that. And I can't seem to figure that one out. Okay, that sounds like Remy.
02:00
Speaker 1
okay, so, uh, thr Uhm no worries, okay? Uhm because uh, the only the purpose why I uh, I'm asking for a computer because uh, that's the way that I can like go with our second option. Uhm because on our troubleshooting clearly I can do it over the phone, okay? That's our first option, which is the regular troubleshooting. Like I'll I'll provide you the steps, you follow my lead so that we can do it together. Or, the second option here is uh, I can use our third-party software. That's not from Linksys but that software enables me to access your computer remotely of course with your permission, but we will use a computer for that. But if you don't have a computer then we can just go with our regular troubleshooting. I'll,
03:00
Speaker 2
no I've got my phone now and that's that's perfectly fine by me I can still I can still top you and do it on the phone do it do anything on the phone uh-huh yeah okay yeah yeah no okay [silence]
03:00
Speaker 1
Okay. So, so so even if you're using a phone, we can try to upgrade the software because usually phones right now are considered mini computers. Okay? So we can download the software using your phone. We will connect wirelessly to the range extender on its default settings, access its web interface. Then, we will upgrade the firmware if we see that the firm is not the latest or if the firm is already the same, we can perform reflash, meaning we'll just reload the same firmware. Okay? So that we can somehow eliminate the possible bugs that's happening inside your current firmware. Okay? So,
04:00
Speaker 2
Yeah, that's fine by me. Yeah. Okay. Yeah, yeah, because, I mean, it's been working here for, I mean, it'll be a year this month. And I've never had any issues with it and all of a sudden I got issues. So I, and I just figured it might be a firmware issue.
04:00
Speaker 1
Yeah, I agree with you, okay? So, let's proceed. Uh, first things first is, uh, let me double check what's the actual LED status of your range extender right now. Is it like flashing amber or flashing orange? What's the actual LED status? Flashing blue. Mhm. Okay. So, I will set your expectations as well that it may be a possibility of a power issue, like the device is rebooting on its own, is a possibility, okay? I encountered that one, but not all. Like the device works if it works, but if it reboots on its own,
05:00
Speaker 2
[silence] no [silence] no [silence] I think it's etching bloom. [silence] No, it just went solid. Yeah, it just went solid. It's solid. So, I don't know, one minute it's flashing the next minute it's solid. [silence] Yep. [silence] Okay. [silence] Okay. OK. OK. OK. That would be perfect. Yes. OK. OK. That's perfect. [silence]
05:00
Speaker 1
your range extender will just like a have like rest okay then uh just to double check that serial number is the one that i verified ending zero zero two seven nine correct if you can if you take it out okay okay okay thank you okay and does it also show it it's okay does it also show its default ssid showing up there usually it's Linksys extender set up then dash three characters of the MAC address but does it show as well on on on the sticker okay okay thank you so that's Linksys extender set up two four two that's the one that uh shows there on the sticker am I correct
07:00
Speaker 2
Okay. Okay. Okay, I think so, that would be, I've got all this stuff written down in the back, okay? Um, zero, zero, oh, zero, zero, two, seven, nine, that's right, the serial number, right, that's right. And I've also got the mac address. Yeah, that's true. 242 is the back address. Okay. Okay. Okay, so Okay, so you
07:00
Speaker 1
Not yet, not yet. Not yet, I'm just checking on, what are the default settings here because, uh, if you're able to reset the device properly, then that name should already be broadcasted by that node, okay? Because, uh, I believe, uh, later on, we will customize it to whatever name you wanted, okay? So, okay. So, with your, from, with your mobile phone right now, what's your mobile phone? Uh, is it like, uh, iOS or Android? Just to, to double check. Okay. Uh, iPhone 17. iPhone 17. Okay.
08:00
Speaker 2
Yeah, that's correct. So what do you, you want me to go and put that in on my uh, what was it? Oh, tá. Uh huh. Yeah. Okay. That's fine. It's uh, it's, uh, iOS. It's uh, it's a uh, um, 17 uh Air. The the the 17 there. Air. It's the iPhone Air.
08:00
Speaker 1
Okay. Thank you for that okay so using your iPhone. Let us first download a latest firmware for your range extender. If you could open up a browser and let us go to support.netgear.com. .netgear.com. So technically speaking you are connected wirelessly to your wireless to like your all-in-one Modem okay. [silence]
09:00
Speaker 2
Yeah. Okay. Okay. Okay, hold on, support. Dot, dot, dot, mix this, okay? Okay. Yes. Yes. Yeah. Okay, okay, I've.
09:00
Speaker 1
[silence] Well, so on the top of it. [silence] I agree. [silence] That's our like uh [silence] uh these [silence] for you to select. [silence] Okay, [silence] but on the on the top of [silence] of them, [silence] there's like next search. [silence] enter keyword or model number. [silence] You see that? [silence] Okay, [silence] and that's where we have to type your model number [silence] which is [silence] RE [silence] 7350. [silence] Yes, [silence] RE 7350. [silence] Okay. [silence] After you type your [silence] RE [silence] 7350, [silence] you will have um pretty like pre uh [silence] result there. [silence] Okay. [silence] You have their [silence] Linksys RE.
10:00
Speaker 2
um, okay. Uh, okay, uh, uh, okay, And now I've come up with link site. Um, and it says, uh, product overview, setup, installation and login passwords, connectivity, advanced configuration. Okay. Yeah, yeah. Our URL is linksys.com, right? Yeah, got that? Go ahead.
10:00
Speaker 1
Sure. That is the one. OK. So, on that support, you see the actual picture of your range extender. Correct. With a solid blue LED. OK. Try to scroll down, then at the top, where you see downloads, documents and user guide. You scroll. scroll. Down. Until. Until. Yeah. Until you will see download do.
11:00
Speaker 2
Okay, so we're gonna go to Linksys and support, right? Okay. Okay, yep, I'm on that page. I'm on that page. Absolutely yes. Yes. installation and we and we Okay. Just look at that and we're looking Hardware. Um, now I've been doing a hardware, we're doing that. I'm just, I'm just looking at, let's see. How far down?
11:00
Speaker 1
Okay, so if you're now on the download, documents, and user guide. Uh, not yet. Uh, once you're, you're seeing there, you will see there that E7350 downloads and there's firmware and can you tell me the details so that we will know if you're on the same page. Uh, what do you see there? Uh, you, one, Mhm stop. You are on the right page. Thank you. We're on the right page. Thank you. You're on the right page.
12:00
Speaker 2
Okay. I'm trying to find that. Okay, got it. Do I click on that? Yes. Yeah, yeah. Now, what did you want, the version or the what exactly do you want? I see version 1.1, yeah, version 1.0 and underneath it says "ver 1.04.246". And latest date release. Yep, latest date release was 2024, not 2022. Okay. [silence]
12:00
Speaker 1
That latest date, there's like download, it's a link there. It's about 23.4 megabytes of file, okay? Click the word download and it will be downloaded to your phone. Usually it's still on the download folder of your phone, okay? So it's about 23.4 megabytes. So ... Let me know if it's already finished downloading. You cannot open it on your phone. Your phone does not support it, but we can open it, but we can open it later on the web interface of your range extender later on because your range extender will be able to support that, okay? So we are done with downloading and if you found that file, I'll just need to double check if it's not the
13:00
Speaker 2
yep yep got that okay okay yeah okay I just yeah I'll tell you what i finish it with okay now it says i can open that should i open that okay that's what i'm asking okay okay yeah
13:00
Speaker 1
corrupted file. Okay. Can you check what's the file size that you have downloaded there? It should be close to that file size. Because I encountered like a corrupted file that I downloaded, it's very small. Okay, then that's correct, okay? Because if you only have like kilo bites there, like way way small, then that's a corrupted file, okay? This is good. Okay. So, the next step here is we'll now position the configuration. We already downloaded the file, okay? So, our first move here is, once we access the web interface of your range extender, we'll do it in a manual way, okay? Then, once you're inside, we'll proceed in checking the firmware and we'll proceed in updating its firmware using your phone, okay? And I'll set your expectations.
14:00
Speaker 2
Oh. Oh, the file. Okay. I'm not sure. Uh, okay. 24.6 megabytes. okay. Yeah. Yeah. Okay. Nope. That's a good one. okay.
14:00
Speaker 1
So let's, uh not yet. Uh let us now re-our range-Extend the range- re-put put. Since we turned it off earlier, right? That will plug? Or is it full plug? Okay. Let's plug it back in. Sorry. And thank you. And let's check the LED indicator. Okay? Sorry. We'll then check the LED status after in about one to two minutes. So while waiting, so, may I know what's the model number of your modem was there? Like your all in one, your all in one modem. What's the model? Yes. Uh it's a, it's an all in one. Combo. Right? It's a modem, plus router, plus router, plus wireless. Yeah. Because, uh, yeah, because I know it's just a wireless gateway, but, uh, do you have a model number of that device? The brand and model? Okay, thank you. Brand and model of your combo modem. Uh, just be extra careful that you don't unplug anything there. Be careful, okay? Especially if there's electrical thing there. So, you may look underneath or at the rear as long as there's a label there of that device. You may check what's the brand and model. Uh-huh.
15:00
Speaker 2
Yes, it is. It's all in one. Yeah. It's got five wireless. Um, I can check. Hold on. You want the what model? And that's on the back of it. Yeah, hold on. Uh-huh. Hold on. I've got to get to it. It's got a lot of
16:00
Speaker 1
Yes. Be extra careful, especially the, the wiring there, okay? Thank you. Brand model if you have that of your all-in-one modem, [silence] Okay. You may take a picture of it, so that you can make it bigger. Okay. [silence] No worries. Take your time.
17:00
Speaker 2
stuff here and I don't want to unplug anything. yeah, hold on. So, you want the model number? Okay, hold on. [silence] I'm not going to get my sister to get in back there. She's smaller than I am. Yeah. It'll take a minute. yet I think this is coming up still she's going to she's going to love it. Will take a picture. Come on, girl, hurry up. I really appreciate you. invitation here. Sorry just take the chalon. [silence] [silence]
17:00
Speaker 1
Yes, I'm Jess
20:00
Speaker 2
[silence] So how's your day going there, Erik? [silence] There you go, Gloria. [silence] So how's your day going there, Erik?
20:00
Speaker 1
Oh, sorry. Um, uh, it's kind of actually, uh, been helping a lot, okay? Uh, my colleagues, uh, my like, level one agents. Uh. Though it's like kind of busy, but it's still satisfying, especially if we're able to speak with customers that, uh, able to cooperate, and most especially we've really resolved the issue. But not all cases can be resolved though, but at least, uh, we're able to provide a much better recommendation.
21:00
Speaker 2
[KEEP_UNCERTAIN] How's your day? No, I'm waiting for my sister to hurry up. She's having a little trouble getting in there. I was just. I'm just gonna see if it's maybe on my bill. I'm looking and she's taking time. Yeah. Yeah. Yeah. No. Yeah. No. I get. Yeah, I get that. You know, I used to work in contact with about. Years ago, but not this, but I'm just not going to see if it was on my.
21:00
Speaker 1
Hmm. Actually, it is an advantage that you are able to work in in technical support, because at least we'll be able to follow through with how we proceed the step by step procedure. Yeah, because if you really need to have proper troubleshooting, you really need to follow through. the right... Step by step. Especially checking the physical connections.
22:00
Speaker 2
Yeah. Oh yeah, I'm saying that I think sometimes I jump a little ahead and I shouldn't, you know. Oh yeah, yeah, I know. I used to get frustrated, though. I used to get so frustrated with some people, you know, and when I was in technical support, it was when the uh the USB port first came out and everybody was having problems getting it connected. It was it was a lot of fun.
22:00
Speaker 1
Actually, it's like, it's normal, like uh, if you're dealing with the technology and uh other people that just want to use it, but really understand the core concept how it's, it's working, how it functions. So, they might uh, immediately blame directly at the device without uh properly checking the other factors. But uh, the most important part is the communication itself, like, even though we know how the device works, we really need to make sure that uh, yes, that's it, uh, communication, it's the key. No, at least it's better uh being careful, okay. Because if uh, Oh, it's okay. but, if it's okay, uh surely, if it's really like very hard, that's I understand, okay? Especially, it's a modem that's already already installed, then we'll skip and it, okay? Um, we'll we'll we'll only need that if really uh required, but I'm just asking it while waiting, okay? So that we can like make use of the time spent. So we'll we'll skip that. Okay, we'll just need to check. um, what's the uh ethernet that uh that was configured on your uh all in one modem? just for me to check.
23:00
Speaker 2
[DOWNWEIGHT] No, she hasn't pulled out anything. It's just getting behind because it's behind some stuff and the dogs are all in that room. So, it gets a little hairy sometimes. But, uh, I mean, you know, crazy. Um. Yeah? Oh, yeah. Okay. Yeah. Okay. Okay. Mhm. What was that again, Zoe? Sorry.
24:00
Speaker 1
What was the network name? Or SSID? You have set up with your all-in-one wireless modem. Dialog. That's that's. I know the provider but the name. The wireless network name that your mobile phone is connected to. To your, what? What was the name, if you can see it on your phone, yes, what's the name. Correct me if I'm wrong, was it office-412? Um.
25:00
Speaker 2
It's like a dialogue. Dialogue? Is that what you you mean that provider? Oh, OK I'll look that up for you. I Yeah, it does say on my phone. Ovis OVIS- 4C12 is the is the wireless network. And then the extender just has an underscore EXT after the OVIS 4C12. Yeah.
25:00
Speaker 1
Ah, O, V, V for Victor, yeah, drought Sierra. Okay, so that's Oscar Victor India S for Sierra dash four C for Charlie one-two, correct? Thank you. And for for the extenter, once it's successfully set up, uh it will add underscore ext. Okay? Okay, so we'll leave it as is so that you will know where you are connected to, either to your combo modem or to your range extender. Okay? So, let's proceed. So, since your range extender has been reset and you you tried to reset it a couple of times, could I double check if you try to view one Transc
26:00
Speaker 2
open Victor India Samuel f for Charlie 12. right? correct. EXT correct. yeah? okay. okay. right?
26:00
Speaker 1
wireless networks using your phone, can you see the default SSID that we took note earlier? Which is the linkseer's extender setup 242. Are you seeing that? Uh, linkses extender setup 242 or the one Vis-4c. Oh. Okay, so if that's the case then, I'll just need to double check if your range extender is really properly working, especially the software, okay? So, in order for you to access the setup page, okay? Uh, could we double check are we connected to Obis-4c-102,
27:00
Speaker 2
mhm right uh... i mean i'm seeing it's connected that's all i'm seeing it's actually saying it's connected oh it's got the little check like we said saying i'm connected to that it's not on it the oh yes yeah that's all i see okay yep [silence] got it
27:00
Speaker 1
Okay. Then that's great. So since you're connected. Could we now open up a browser and let's type in extender.linxys.com. Uh-huh. Okay. Sincin's you're connected to novemberw-b4c12 underscore EXT. So you're connected to the reExtender. Okay. Then could we open up a browser? Then on the address bar, could we type dare extender.links.com. Offer linkg-us.com. Extender.link-com.
28:00
Speaker 2
ext GST yes okay[silence]
28:00
Speaker 1
yeah, extender.linksys.com. We Let me Hmm. [silence] Uh, [silence] are you prompted to access your range extender because it it prompts you for a password, correct? What do you see? Uh what what do you see there? Okay.
29:00
Speaker 2
uh, It's gender.linxes.com. Yeah? Uh, OK. It says to configure manage Linksys. uh, wireless extender. OK. uh, OK, now, what do you want me to do? Uh, you're not connected to the range extender's net yet. We can help. That's Why I uh, saying I'm not connected. It says you're not connected to the range extender network yet,
29:00
Speaker 1
Okay. So, let us double check. If you go to Wi-Fi settings of your iPhone. Okay. So, you are seeing network names. Okay. You have Ovis - 42. You're connected there, okay. How about the Linksys extender setup 242? You're not seeing that.
30:00
Speaker 2
Uh, yeah. Yeah, I see the network name obus dash four C one two underscore EXT. It's telling me I'm connected. And I'm connected here. Uh, okay, hold on. Uh no, uh hold on. Links as Wilers range extender first connect your device to an eye to a phone or computer. I've got several things I can go to. Um, it doesn't when I when I type in your address extender dot linksys. Oh, I might have made a mistake. Hold on. um I'll put a comma there. that's why I'm not getting it. So I... I apologize. extender.linksys.com. the website can't be reached, um it's maybe down or it maybe moved permanently to a new web address, try again. and I'm look I'm looking to make sure I've got it. extender.linksys.com. that's weird. I can go to an actual setup. [silence] But I need... same thing. [silence] Here. [silence] Okay, I've typed in. Okay, it's, uh, I've typed in extender.linksys.com. And then it comes up with support.linksys.com. Linksys, uh, 7350 setup. Uh, and that's it for Linksys. Oh, Linksys Wi-Fi extender. And that's, that's all I've got. Yeah. Yeah. Okay. And one... Okay. H.T.T.P.://////// . Yes.
30:00
Speaker 1
then two forward slashes then extender dots linksys.com dot linksys. That's L I N K S Y for yellow S and dot com. And after you hit enter, what do we see?
33:00
Speaker 2
okay uh extender oh wait i forgot forward slash don't forget about those uh... extender yeah i'll tell you in a second and i am in this the bar it
33:00
Speaker 1
Um, okay. Okay, no worries. So if, um, mhm. If it's set up, then it should show your default SSID. It's not showing up anymore. It's actually, you're now connected to your main network because that's how it should, show up. If [silence] [silence]
34:00
Speaker 2
connected to your range extender's network yet, we can help. It tells me I'm not connected. I'm not connected. And then it says I can access the range extender settings. Okay. Okay. Yeah, I know. And when I get to that page to, um, when I go to that particular page you told me to go to, um, it doesn't give me you can find
34:00
Speaker 1
Okay, uh, this is what we need to do. That LED right now, it's lit solid blue, right? It's lit solid blue. Okay. So, it may be a possibility, since they're very close proximity, you're... your phone, okay, uh, it may like uh switch to the other or the interference between the signal of your combo modem and the signal of your range extender. So, we will just isolate first, to move it to its proper location, and let us check first if the LED indicator will show solid blue. Then, we will try to attempt to connect to your range extender again.
35:00
Speaker 2
Model number on the front, I know it is. And panel for R F. Okay. It doesn't give me my extender. So, do I search for it? Okay. Okay. Okay, you want me to move? Okay? Okay. okay. [silence] okey dokey. [silence] okay. [silence] yeah. [silence] that's right. [silence] yeah. [silence] okay okay - - - okay right.
35:00
Speaker 1
All in one modem. How many walls in between? How many walls in between? [silence] Okay. So, how many stories is your house? If I may ask? [silence] One story? Two story? [silence] One story. Am I correct? Okay. One story with basement, okay.
37:00
Speaker 2
the other end of the house. Uh, actually, well, we, it's an open, the living room is where the modem is, and that's where that it's at one end of the house. And uh, it's really not going through a lot of walls because that particular room has an open, there's no wall coming out into the hallway. And then there is the kitchen wall, but there's a door in it. Um, which is, you know, it's, it's an open door type, there's no door on it, but there's an open doorway. And this is at the other end of the kitchen. I'd say, it's one story. And it's a basement. Yeah, and there's a basement.
37:00
Speaker 1
and your range extender will just be placed on the main floor. So, if we're going to estimate like in feet so while waiting for your about thirty feet 25, 30 feet. So it may take three to five minutes. Okay, we'll just wait for that. Okay. And actually with our other [silence]
38:00
Speaker 2
yes. Okay, it's still flashing. Yeah, it's on the main point. Yeah. Nah, I don't know. I just ended up in the dead yellow. About 30 ft? Maybe not even 30 ft. 25 to 30 ft. 30 ft, I'd say. Yeah, I'm still it's still flashing. Going blue. Yeah. Yeah. Yeah. It's always a waiting game, isn't it? With computers and technology. You can't hurry them up.
38:00
Speaker 1
Yeah, with our other devices, uh, we have like a regular rebooting period for our like node. It will really take one to two minutes. By average, like one minute plus yes, yes. Uh-huh. Heh heh heh. Uh, for the range extender uh, the last time that I knew, is Linksys has shifted to uh modern like wireless technology, which is mesh system. So we have the intelligent mesh, we have the cognitive mesh, and we have the easy mesh. Okay, so the proprietary is the intelligent and cognitive mesh, meaning, uh you purchase like modular like
39:00
Speaker 2
[silence] Oh, yeah? Well, I'm I'm sure there's probably ones out there now that are I mean, mine, I don't know whether mine's normal, but I'm sure there's probably other models out there that have been made after this one that might be a little bit better. I don't know. Hmm. Yeah. Uh-huh.
39:00
Speaker 1
Example, two-pack nodes, three-pack nodes. So of that two-pack or three-pack, for example, that three-pack, one node will work as the router because it will be wired to the modem and the remaining two nodes will become wireless repeaters. Okay, so it's just like range extenders. But the advantage only of the mesh compared to the traditional router and range extender is the mesh is autoheal and autofall back. For example, if you have three nodes and one node suddenly turns off, okay, because the plug has been dislodged, okay, then instead of this node like depending on that first node that just turned off, this node will be able to locate which is still one of the nodes that are configured with the same SSID, it will auto-connector there though the signal will be weak because the other node that's already off, but it still maintains connection.
40:00
Speaker 2
Right. Uh-huh. Right. Oh yeah. Right.
40:00
Speaker 1
activity that's the only advantage because if you have the range extender okay usually if you configure this to communicate with this node then you're locked to it if that node is off then your range extender will not have any connectivity at all okay and the the advantage as well of the mesh is if you change the network name and password of the router which is the main or the parent node the rest of the child nodes that's the the term of them the child node are the wireless repeaters they will auto change their network name as well compared to the regular router range extender if the range extender is already configured and working and if you change the ssid of your router tendency the range extender will be disconnected because it will not auto change it will not auto adapt so that's the main difference but for for the technology-wise
41:00
Speaker 2
Mm-hmm. Right? Right. Ah yeah interesting. Right. Yeah. Oh okay. Right? Oh okay. Okay so I'm going to.
41:00
Speaker 1
They're the same technically. So how's the LED? Okay. So it's a blue light now. Okay. So could we try again? mhm. obus-4c12. Okay. So let's check first the IP address, okay? So on your wireless when you see the network name, let's check. You can click that. Then it will show you details or it will show you near below what's your IP address. Yes. And what's the IP address?
42:00
Speaker 2
Yeah. Okay. Okay. So I've got a blue light. The blue light is solid. And it says I'm connected. It says I'm connected to the OVIS. And it tells me I'm connected to my extender. So we'll go back here. Right? Okay. Okay. Okay, so you want the access settings. Correct. Correct. OK. I'm looking. I'm looking.
42:00
Speaker 1
Oh, um, what are- uh, no, no, no, uh, are you like setting up your range extender right now? Is it? Okay, you're- Okay, so, so are we inside the- are we in the web interface now of your range extender? Uh,
43:00
Speaker 2
okay. I'm, okay? Um um um Okay. Okay. Is telling me is your ex has a name the same as your network question mark network names are the same. Okay. Okay? When does a main network and an extended networks are share the same name. It can be difficulty to tell uh um which network you're connected to. Am I in the wrong place? I know the range right says I'm connected to it. Um on the uh on my settings. So I'm in the wrong place. No No, uh
43:00
Speaker 1
Yeah, that's the one that we need to do on. Okay? It's not the one that you type on the URL like extender.Linksys.com? Okay, let me know if you're inside because the first step should be normally is you should be prompted with your range extender web UI administrator password. ((mumbles)) extender? ((mumbles)) What do you see? Let me know.
44:00
Speaker 2
uh. huh. uh, okay, okay, now I'm just getting the same thing. when I do the lynckspeed. com, uh, the extender lynckspeed. com. uh, huh. I better do this again. uh good, good job.
44:00
Speaker 1
Yes. Yes. Yes. If you type on the, URL bar, uh, Okay. By the way, your phone is suddenly like dropping. Can you still hear me? Okay on the line. Yeah. Okay. I can hear about earlier, it just like dropping. So, uh, the first thing
45:00
Speaker 2
Okay, I just did the Linksys. extender .Linksys.com. We're in and I just edit my settings. Okay. Oh, I can hear you good. Can you hear me now? I'm good. Maybe because I put the phone down a little bit.
45:00
Speaker 1
It's okay. It's okay. Uh you may use it in a speaker phone so that will be a lot easier for you. So, uh, okay. II right now, uh, I'll just need to check what's the actual wireless uh IP address your iPhone 11 Air is getting directly from your range extender. Okay? So, could we go to settings on your phone? Then let's go to Wi-Fi. Okay, on Wi-Fi, you will see on which network you are currently connected to, right? That is Okay. If you click that, it will show you details like
46:00
Speaker 2
[silence] [silence] Yes, that's what I'm doing. Uh, okay, I'm just[silence] Okay, [silence] Okay, hold on. Settings. Wi-Fi. I'm there. Yes. I'm [silence] right now connected to [silence] OWIS-4C12_EXT. Okay.
46:00
Speaker 1
the wireless IPV address showing up there oh not not uh not not the not the MAC address the IPV address the IPV for at not the wife the IPV for address do you see that not that one not that one yeah try to scroll down more scroll down do you see okay and how how about the router IP does it show up there router IP
47:00
Speaker 2
okay oh okay Wi-Fi address one two uh colon yeah colon comma dot dot um Wi-Fi Wi-Fi address right I don't okay uh my Wi-Fi address is 12 colon B as in boy not that one. oh I don't oh okay okay sorry IP address is that what you want? okay it's 192.168.1.12.
47:00
Speaker 1
okay thank you uhwe don't know what the IP address that your all-in-one modem has assigned to. Okay, that's the reason why.In order for us to access your range extender, we'll use the extender.netgear.com, okay? So right now, could we go to open up another browser? Okay, and on the URL, just type there: HTTP. This is a Safari browser, right? This is a Safari browser. [silence] While checking, what's the LED indicator of your range extender? Is it still solid blue? Thank you. On the URL, type there, HTTP colon two-colon then two forward slashes, then type extender.linksys.com. hou U. no. Uh it's just extender linksys.com. [ silence ] yes. linksys.com. What happened?
48:00
Speaker 2
Yeah. I'm trying to get them for some reason I can't get into a URL. Okay. Here we go. OK, we will http colon forward slash forward / Xtender. Yes. You are not connected to the Xtender network yet. We can help
50:00
Speaker 1
hmm okay. If you're connected right now to your OBIS 4c12 underscore E. I just need to make sure if this is really your range extender Okay? So we will turn off this range extender and later on after it's off, we'll try to view wireless networks. If we unplug the range extender, then after it's unplugged, we'll check if the OBIS-4c12 underscore EXT will disappear. [silence]
51:00
Speaker 1
"it's already unplugged, okay, okay, so I just need to double check. So, since we turned off the range extender right now. So, if you try to view wireless networks using your mobile phone, can you confirm if the 'Obi - 4 C1 2__ _ext has now disappeared? Okay, then definitely that's your range extender, okay, okay. Okay, and okay. So, on that area right now, how much signal strength are you getting from 'Obi - 4 C1 2, which is your signal from your [silence] which is your reading.
52:00
Speaker 2
Yeah, it disappeared. Alright? And it's trying to get this one thing, but it's not connecting because there's nothing there. Right? Right? Yeah, it has. And my network, the network that it's showing me that I've got now is the Ovis 4C12. And now it's gone again. Uh huh. Uh...
52:00
Speaker 1
Combo modem. Like, how? Uh, of course, because the range extender will broadcast its own SSID, which is the obvious, dash four C one two underscore XT. But the idea here is, how many signal bars does your phone show you if you're seeing the SSID of your main network? One bar, okay. Okay, so that might be one of the reasons why your range extender is not consistent.
53:00
Speaker 2
well my signal for over is poor. C1 too is poor but yet on my extender like I'm, I'm away from the uh from the from that modem um it's showing that it's there but very low range very low um but when the extender is on it's got a strong signal uh of my main network probably one bar now it's gone yeah [inaudible]
53:00
Speaker 1
Because if you really wanted to have this range extender properly working, you should have a stable one bar or at the least if you have like a range of five bars because I usually use a laptop for that. The laptop usually provides five total bars. Five is the highest. Okay. So, if you're basing on that that okay. If you're okay.
54:00
Speaker 2
Oh. Yeah, because this is only showing me one, but yet, if I plug, if I plug the, the range extender in, to, to where I need it to be. Okay, I can pull up, I can watch YouTube on it, it'll work for that. Um, I can watch, what else could I watch? Yeah, basically it's YouTube is all. and when I go to click into my TV service, I can't get anything but buffering. So that doesn't make sense. Then I can connect to spot
54:00
Speaker 1
Okay, it's making sense to me right now because uh when we purposely turn off your range extender, you mentioned to me that you're getting the source signal because your range extender will not properly work without getting the source signal. Same as your computer, if you don't have a range extender. Okay. Okay. [silence]
55:00
Speaker 2
identify you you know and a few other things but yet but I go into my TV programs they just buffer buffer and buffer and buffer and buffer so it's working with some but it's not working with the other so I don't know whether that's making any sense to you or not. Right. [silence] [silence] Well but but but but but the thing if you see that's not making any sense to me either and the reason why I'm saying Eric that that's not making any sense to me is because first of all um okay for a year we had Bell five TV okay we had the fiber optic fiber internet
55:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay, Awesome. Okay. So I apologize for the confusion, I just uh like focused on the signal that you just mentioned to me right now, like you're getting one bar or no bar at all, okay? That's the only thing that I one constant bar from the source, from the source. Okay. Okay. Then that's enough then that's it. So for your iPhone, it's three bars in in total, right? The maximum of three bars. Uh so if if that is one bar, so that's 30% plus, okay? Out of that three bars. Because if it's like five five signal bars, like uh scale that we have there. The minimum bar that
56:00
Speaker 2
B. And it's not working. And it's working with some things and it's and it's working with other things. doesn't make any sense. Why would it stop working like that? 'Cause nothing has changed. still. No i'm getting one bar. One constant bar. on my phone. that's right. Yeah. Right. Right. Okay, okay. You must have misheard me. Yeah. No, no, no. There's, It's a one, it's a solid solid solid. And it's connecting. So. They're. Okay, great. That's one thing. Good
57:00
Speaker 1
we'll try to attempt to access its setup page again, because that was the the part that we were doing earlier, so that I can properly check the setting of your range extend Particularly the software. And we'll proceed with the firmware upgrade, which is the one that we just downloaded earlier. Yeah. So let's let's turn on now your range extender. So at least we're doing like isolation right now, okay? Yeah, so it will do the same process one to two minutes for the rebooting and one to three minutes for the synchronization of the settings, so it may take three to five minutes, okay? Let me know if it
59:00
Speaker 2
right okay yeah that's perfect okay yeah doing that right weight right no I understand oh it went solid right away oh wait now it's breaking so I'll wait till it becomes solid again yeah
59:00
Speaker 1
It's lit still, though. Okay. So, I'll just document something here and let me know if it's ready with solid-did so that we can start again to access a set of pages.
60:00
Speaker 2
Okay. Yeah, I'll let you. Yep.
60:00
Speaker 1
I'm just documenting something here, Shirley. And uh just... Okay, thank you. Okay. Okay, since it's solid blue, let us now double check. If you can now see again the network name that your range extender is broadcasting.
62:00
Speaker 2
Oh, that's fine. I'm just going to check. Okay. It is let me just go check again. My I go I like I can't see that far. Okay. Okay, Shadow blue, Eric.
62:00
Speaker 1
which is the Ovis-4c-12-ext. OK. Good. Since it's there, could we connect to it? OK. OK, because you're close to the range extender, OK? Yes, let's connect to it. [silence] and once you have a check mark, Mhm, [silence] then the next part here is we will access its web interface, which is the one that we were trying to do earlier. uh huh, no, we'll first access the web interface. [silence] Then once we access it, that's where that we can execute the firmware upgrade. If we check that the firmware is up to date, OK? [silence] But in the meantime, once you're connected, let us open up a browser so that we can access this web interface on the URL bar.
63:00
Speaker 2
Yeah, it's there. It is. It's got all the bars that are there. So, you want me to connect to it? Okay, it's connected to it. Yep. Yes, it's getting. Okay, the first one. The one that we downloaded? The one? lol Okay. Okay.
63:00
Speaker 1
We will type there, we'll add s, okay? We'll type here HTTPS://, then exender, which is E-X-T-E-N-D-E-R.ashinxsys.linksyS.com. Okay. So if you're not connected, if it's, if we don't have this app, so basically, then we would, [long pause] [silence]
64:00
Speaker 2
Okay? Yeah. that's telling me I'm not connected to the arrangements. We didn't work yet. We can help.
64:00
Speaker 1
It's not working that way. We will access the web interface of your main source which is your Combo modem. Then we will check the DHCP client list there to see what is the IP address that your wireless modem has assigned to your range extender. Then we will use that IP to access your range extender directly. Okay? Because that extender.thinks.com is just actually a way for us to access even though we don't know the IP address. Okay? So Do you know how to access? Do you know how to access the web interface of your wireless modem? Okay We'll do it together. Okay Let's close everything that you've opened on your mobile phone. Then let's [silence]
65:00
Speaker 2
Yeah. Trying to find that. No, I don't think so.
65:00
Speaker 1
Instead, open the same browser and on the address bar, you could type there, HTTP:// then the IP address of your router, which is 192.168.1.1.
66:00
Speaker 2
uh [silence] a [silence] [silence] okay. okay [silence] that's [silence] that's all right. wait a minute. okay. it's been that is a better [silence] okay [silence] http:// [silence] okay.
66:00
Speaker 1
Eight. Dot 1-0-2. Dot 168.1.1. What do you see right now? [silence]
67:00
Speaker 2
dot one six eight go ahead okay okay yeah okay always blink yeah got that welcome to your Wi-Fi okay it says welcome to your Wi-Fi hybrid gateway um if you cannot find your password on the Wi-Fi it has to say hybrids gateway illigal um I'll have that too
67:00
Speaker 1
So stop with your, your wireless gateway. Our goal only is to, once we access the Web interface, because I know the Web interface of your gateway is secured. No one can just access it to do the changes. So if you're prompted for a username and password, then type in the username and password that requires you to type in. And once you're inside, usually the next step we do is, we'll gonna go to your DHCP part of that modem and we can then see the DHCP client list. Wherein we can see what's the IP address that your wireless gateway has assigned to your range extender. Once we get that, we will use that IP address to directly access the web interface of your range extender. That's the way for us to check the settings. And if you see that the firmware is not...
68:00
Speaker 2
Okay. Go ahead. Okay. Oh, no. Right. Uh-huh. Oh! Okay.
68:00
Speaker 1
the latest and we'll also proceed with upgrading its firmware. Okay. Are you now inside your combo modem's web interface? Mm-hmm. Again, we will be clear we will not do any changes with your wireless gateway. We're just we're just here to view. We're just viewing mode only. Okay. Thank you.
69:00
Speaker 2
okay I just holding on back okay okay why okay I'm just looking at the gateway um okay okay that's a password here okay what do I do now Eric you you want me to go somewhere and I'm not sure exactly where you want me to go uh no I'm just getting I'm just getting I just get I get in there there you go okay oh no oh no I know that yeah no yeah I know that I mean is
69:00
Speaker 1
Because if you met something there, we may lose internet, okay? Okay. Okay. Uh, has your dialogue ISB provided you with your credentials and how to access the web interface of your
70:00
Speaker 2
So I wasn't gonna change anything anyways. Hold on. Okay. Time PA pierce his defense. I'm not sure whether I'm getting that way one. Oh. Okay.
70:00
Speaker 1
Your combo modem. Yes or no password. Okay, copy. Thank you. I think the modem model. What's the correct name and model of your modem? Ellen model. [silence] Whiskers. Okay. [silence] So that's O for Oscar. So that's O for Oscar. V for Victor. 978 W for Whiskey A for Alpha X for X-ray. That's the model. Uh, how about the brand?
71:00
Speaker 2
Yeah, it's, uh, I've got a picture of it now. My sister finally got the picture for me and it's got the, uh, password on the back of it. Yeah. Okay, all I needed was the password. Yeah, I got everything. Okay. Okay. I've got to hear yeah way. Okay. I'm just looking. Motor number is OV978, William, Adam, uh, dial-up, phone and next. Yeah. And what else would you need? Yeah, that's right. Yeah.
71:00
Speaker 1
Is that Motorola? Is that Thompson? Is that what's the... Huawei? What's the brand? It doesn't show. [silence] Ovislink. Okay. Ovislink. Uh, is it all one word, always link or two words? [silence] Okay, thank you. So, that might be the brand. Okay.
72:00
Speaker 2
no it says over says over link it says oven link that's all it says yeah yeah it's uh it's OV vs and then capital L I and K okay yeah I'm still good I they they make it so yeah okay actually no I don't want to save it right now probably because I typed something in wrong
72:00
Speaker 1
By the way, I searched on the internet regarding your modem model. It's really a Wi-Fi 6th newer technology modem plus router, gateway, designed for both DSL and fiber and internet services. So, it combines a modem, router, wireless access point and gateway into a single device. So, it's really a combo. Okay? Let me know if you're able to access the web interface. Okay? And again, just a reminder, once we access the interface, we're not going to do any changes there, we'll just need to view. Okay.
73:00
Speaker 2
uh-huh. That's right. Right. Okay. that's right that's right I know
73:00
Speaker 1
Uh, by the way, um, Shirley, uh, we have devices here as well that if we if you keep on accessing the password, we have a limit of five, okay? And if we breach that, then then they, they were no longer able to access it and unless we're going to perform reset. So, is there like a minimum requirement there? How many attempts you're going to try in accessing the web? Okay. So, but this is what we need to do because it might it may lock you up, okay? So,
74:00
Speaker 2
wps A2 WiLiNC test it it doesn't say. I'm going to ask you another question, okay? I've got the password of WPS A2.
74:00
Speaker 1
If it's, WPS that you're seeing there, If you're seeing WPS there, then that's definitely a wireless password, because actually, WPS is a technology. It's a Wi-Fi protected setup. It's a, it's a way, yeah, WPS is a Wi-Fi protected setup. It's a Wi-Fi, Wi-Fi protected access, WPA, okay, if it's WPA, then it's a Wi-Fi protected access. It's a wireless password, okay? Then I believe that's not. Usually, if you're going to access the web interface of your device, the wireless password is not the same. Others may have, but if you already tried it and it doesn't work, then does it have any labels? Label showing there that it's a router admin [ silence ]
75:00
Speaker 2
P S k and then right after that there was other numbers. Is that B R 2 2 5 0? [silence] would that be part of the password? Yes, it's all on one line. That is Becky.
75:00
Speaker 1
password? does it show there? it's okay if none then there might be another password that was provided to you just to access the web interface I'll set your expectations surely that most ISP will not provide that to their customers so that the customers will not accidentally do some changes that will lose their internet that's just for case but if you really wanted to get those settings then you really need to request it from them so that you can just access and provide them the the reason why you can provide them that we will just need to check the DHCP client list for us to know what's the IP address that was assigned to the Linksys range extender
76:00
Speaker 2
know what it's showing nothing. no right? yeah? Okay. Yeah? Okay.
76:00
Speaker 1
CISCO technician can access the web interface and you're good, sir.Sir, that's our goal so that so that they will be providing you a valid reason to provide you the credentials. But, again, once you have that credential, Shirley, uh, we will not going to just keep on accessing it because you might accidentally change some settings there, okay? It's really crucial.
77:00
Speaker 2
Okay. Right. Yeah. Yeah. No, no, no, I'm not going to change anything. I won't touch anything. I know better. Okay. Uh-huh. Right? Right? Right? Right? Right? Right? Right? [silence]
77:00
Speaker 1
you will have the the the capability the capacity to access your web interface of your main device, which is your office link. That's an advantage, okay? But again, our goal only is, we will need to use that device to get the actual IP address of your RE7350. Because once we get that, then we can open up a browser, type that IP address, then it will route to your range extender. So, at least, it will be a lot easier for us to do that isolation, before performing the reset, which is not really important as of the moment. Okay? So, surely, uh I know that you will be, uh I'll be asking for your help to contact your internet service provider. So, if, just in case that, that it will take you time, okay? Uh because our, our
78:00
Speaker 2
Right. Right. To look good? Okay. You, okay? Okay. Okay. Okay. Okay. Okay. Okay. Absolutely. Right.
78:00
Speaker 1
alright, Thanks for waiting. This is our agreement right now. When you have the credentials of your ISP modem, you may ask them at the same time. Like I said, they should know that because they're technicians. Okay, and your goal only is for you to locate what is the IP address of the range extender. Okay, now, if they say, okay, then this is the IP address of your range extender, and once you have that, take note of it. Then you have to access that IP address. If you're prompted with the range extender, then that's good. Then at least, once then I call you tomorrow, then we'll know already what to do. Which is to check the settings of your range extender.
79:00
Speaker 2
They're located. Right? Right? [silence] I'm sorry, Hospital will close normal ticket purchase today. All right. We're going. Yeah, I get. Yes, I'm going to get healthy living dog. The day tomorrow, that sounds perfect.
79:00
Speaker 1
for you to access its setup page and they may be asking you what's the purpose tell them that uh Linksys uh Linksys um requires it for them to get the IP address of their range extender for them to access it okay? um okay that's great that's nice to know no worries okay thank you again for your cooperation so would there be anything else aside from our main concern service okay you're welcome so my name again is Eric your Level 2 technician yeah uh visit our website support on the.az.com talk to you tomorrow okay okay okay you're welcome goodbye for now bye
84:00
Speaker 2
[silence] [silence] [silence] [inaudible speech] [silence] Yeah. [silence] No problem. I mean, I've talked to them many times about this because they were helping me too. So, um, they've been really, really great. So, so I'll give them a call right now and we'll get it all straightened out. [inaudible speech] Now, that's it, Eric. You're great. Thank you so much. [silence] Talk to you tomorrow. Yeah. Uh-huh. Okay. Thanks a lot. Bye-bye.
84:00