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. Hello? Hello, sir. This is Mark from the Linksys, Level 2 tech team. This is the best time to call you back. All right. Okay, sir. So this is an issue with the speed when devices are connected to the Wi-Fi. Or wired to the router. Is that still a case? Uh [silence] This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Hello, sir. This is Mark from the Linksys, Level two tech team. This is the best time to call you back. All right. Okay, sir. So this is an issue with the speed when devices are connected to the Wi-Fi. Or wired to the router. Is that still a case? [silence]
00:00
Speaker 2
Okay. Hello. Hold on. there we go. Uh yes yes, this is fine. what what do you mean by that
00:00
Speaker 1
Well, you have the EA6100, right? And then you've called because you're getting slow speed. Okay. By the way, the modem and then the router, are they in the same room? Like just close to each other or?
01:00
Speaker 2
yes that's right you you yes they are. They're not in that they're not uh this router is not in the same room as the modem but uh it's uh wired it okay. I don't know if it how much the report how detailed the report is, but the way the system is in this house, currently at this moment, um is I have uh the modem is attached to a router. right next to the modem, um, wired. And then there is a wire running through the house, uh, through the walls to another portion in the house where there's another router. So that router is plugged into the back of the router in the office that's connected to the modem. Those two routers, they work perfectly fine. This third router that I'm having issues with, that's brand new out of the box. I know it's an old model, but, um, it's never been used. I just took it out of the box, took the plastic off. Um, this one I have attached by an ethernet cord that's just, um, running down the, uh, through a couple of rooms down the hall into the office. Um,
01:00
Speaker 1
Okay, do you have a computer allowed over there?
03:00
Speaker 2
Connected to the that router as well, that's working in the office. Um, and I'm having issues with it. Um, the I'm trying to get this router to work um over here in this portion of the house as a kind of a test, a proof of concept before I uh run uh wires through the house, in the walls and in the floor and whatnot, into this room to see if like this is uh something that we want to have in this room, a router, which could be a different router or something. Or it could be this router. It'd be best if it was this router, I guess. Um, I don't need to buy another one. But uh, yeah, that's why I'm trying to get this thing to work and it's giving me trouble.
03:00
Speaker 1
okay. Let's use that to log onto the interface of this router. We were able to log in yesterday when you call Okay. Let's go to troubleshooting. That's on the very left. all right. There's a oh, I mean there's a tab that says status. Below status, there's a pretty small tab that says report. Click on report. all right. Scroll down to the very bottom.
04:00
Speaker 2
yes. [silence] yes. I have one right here. [silence] sure. um, [silence] yeah. Um, [silence] Yeah. [silence] I'm logged in right now too. [silence] Yep. [silence] Okay. [silence] All right. Um, [silence] Uh, okay. [silence] Okay, [silence] and what do I look for in the report? [silence]
04:00
Speaker 1
You should see two tables. The first table is for the internet. Uh, what does it show you? Or there should be a neck smart. And where's that? Under. Okay. Then that's the issue then. Yeah, but I'm wondering when you connect the same cable straight to your computer, do you get the expected speed?
05:00
Speaker 2
the 10100, okay. Yeah, I can see that, or understand that. so how do we give it so the X moves over to the one gigabit? Uh, when I get which cable, the one that's running from the office from the working router?
05:00
Speaker 1
you what I mean is, if you unplug the cable that's plug to the back of this router, and then plug it to your computer, [silence] Yeah, but did you connect it sir, the computer to that cable? Yes.
06:00
Speaker 2
yes Mhm yes I understand yeah so the speed is what it should be its like um I'm around 5 uh 500 uh down and uh 20 and up tap that's what it what um the network speed is supposed to be for my provider I did you want me to do it right now okay
06:00
Speaker 1
So, just take out the cable from the back of this router. Transfer it to your computer. [silence] So just check out the cable. [silence] Of the back of this router. [silence] and then make sure the Wi-Fi of the computer is off if connected to the Wi-Fi.
07:00
Speaker 2
That's a new issue. Uh, the, like, for the Ethernet wire, um, I'm getting a, uh, so, like, where, we're, so, the Ethernet wire being plugged into the computer, getting a solid green light and a blinking amber light. Um, but when I'm looking at the, on the computer screen, it shows that it is not connected, which is, which is so weird, cause it's never done that before. It's always just connected. Why, why these problems have to happen right now, like, one problem was enough. [silence]
09:00
Speaker 1
let's check if the ethernet is enabled maybe it's disabled or maybe you have set a static IP address on it so you gotta go to network connections try this you press on the uh, they're key and then the uh r r r r no R key
10:00
Speaker 2
[silence] Okay. All right. Um Okay, give me a second to do that. Okay, network connections, uh I don't even see it under network connections. [silence]
10:00
Speaker 1
Yes. There's a quick press here. Windows and R. Then you enter. NCPA dot CPL. So, does it show the ethernet?
11:00
Speaker 2
Windows are how long do I did I just press and release or okay there we go I don't know the same exact window that I was that was already looking at though just like Wi-Fi and blah device network connection which it I don't know why it should be picking up the ethernet connection because it's plugged in. There's nothing wrong with this cable. [silence]
11:00
Speaker 1
Regardless if the cable is plugged in or not, uh, ethernet should be there. Okay. I know, hold on. Maybe have another computer. [silence]
12:00
Speaker 2
Yeah, it should be there. but it's not for some reason. Oh, should I unplug the, okay. I have this end of the ethernet cable plugged into my PC. Should I go to the other end of the Ethernet cable, unplug it from that router and plug it back into that router? The one that's in the office, the one that's working. Uh, I'm, I mean, yeah. There is one. It's, it's not really one that I use. I'd have to ask someone else for the login and stuff.
12:00
Speaker 1
If you have that option to it's best to do that case you already did a lot of troubleshooting and then as we check it's the route this router is only detecting 10-100 of connection. So you need to determine if it's the same issue when that cable is connected to the computer. Because if it is then you'll have to review the sort of the connection.
13:00
Speaker 2
uh hold on a moment um are you still able to hear me Okay. [silence] My first try unplugging and plugging back in this evening.
13:00
Speaker 1
I'm just gonna put it back. uh sure or maybe you need to enable the Ethernet adapter when you go to the device manager of your computer. All right. You need to look for network adapters.
16:00
Speaker 2
Maybe I should try restarting my computer. Device Manager. Uh, network adapters. which there are like like 10 network adapters. [silence] Everything under network adapters is enabled.
16:00
Speaker 1
Okay. But to confirm, the computer has a built-in ethernet port, right? I see. [silence] Yeah, I think it's something else because you're using a dongle. Um, So let me go back. This router, this EA6100. Is it connected to another router or directly to the modem? Is that other router, is that a Linksys router as well? [silence]
19:00
Speaker 2
Okay, all of the network adapters in device manager have the latest driver. It's connected to another router, it's daisy-chained. [silence] So, yeah, Okay, all of the network adapters
20:00
Speaker 1
spectrum. [silence] And were [silence] you able to confirm if the port on the [silence] spectrum [silence] router supports 1 gig? [silence] Okay. [silence] And then [silence] can you have a [silence] can you do an estimate of how long is [silence] the cable between this router and then [silence] that spectrum router?
21:00
Speaker 2
Yes. It is probably about...
21:00
Speaker 1
[KEEP_UNCERTAIN] 30 to 40 feet. Okay. Is it possible to test uh a a short or like a test of connection with a shorter cable between that spectrum router and then this router? And see if we can get one gig out of that shorter cable?
22:00
Speaker 2
I'll believe more closer to probably closer to 40. It's definitely not more than 50 for sure. Hold on. Let me do what I said I was going to do. I'm going to restart the computer. [silence] As I said before, it was working just the other day. The suddenly decides to not work, that doesn't make sense.
22:00
Speaker 1
is it possible, sir, that, you know that you could get me the, you, you could give me the, model number of the, spectrum, router? alright, that'd be great okay okay, yeah, let's check the speed
27:00
Speaker 2
Uh, I'm just going to (cough) do that myself. [silence] Uh yeah. I, yeah, I (cough) can do that. [silence] I just was able to restart the computer and log in and it just booted up Windows. [silence] And the Ethernet is connected. [silence] So, if you want, I (cough) can run a test. A speed test for you. [silence] 8 millisecond ping, 560 megabits per second down, 23 megabits per second up, it's even showing that I'm getting better speeds than technically what the provider is providing. So yeah, I think
27:00
Speaker 1
[silence] [silence] all right. what's the model number of the spectrum router? I'm sorry, can you repeat that one more time?
29:00
Speaker 2
I copy. That's good insight that the cable is not the issue. Sure. Yeah. Okay. Uh, let me go read it for you, the number. Okay. I believe it is S221s. [silence]
29:00
Speaker 1
AX 21s. A A X 21s dial a phone. Okay. [silence]
30:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] Sorry. [silence] SAX 218. [silence] Say it again. [silence] [silence] No, no, no. [silence] Uh [silence] S as in Sam, A as in Apple, X as in X-ray. Yes. 2 V as in violin. 1 S as in Sam.
30:00
Speaker 1
That's okay, sir. I'm good with this model number. Let's log back to the interface of the router. So, from me, I think you can unplug the cable from the computer then reconnect it to the router.
31:00
Speaker 2
you need any other information from this router. Okay. Sure. Okay. [silence]
31:00
Speaker 1
okay, sir. Now, I'm not sure if this was captured last time, but. uh, what's the firmware version of this router? Uh huh.
33:00
Speaker 2
Okay, I'm logged into the interface. Yes. Okay, yes, uh, so, since last time, I was able to run two updates on the firmware. Let me tell you what it is. Let me see if anything, let me check for updates again.
33:00
Speaker 1
[silence] Yeah. that was 1.1.61.181939 which should be the latest version or the last version that was
34:00
Speaker 2
you have the correct that you heard me correctly. Yes, that's right. OK, cool.
34:00
Speaker 1
Did you happen to reset the router after that update? Or what happened? OK. Yeah, like, I think prior to this update you did a reset, you have the same issue. And then, when you updated to this version, did you reset it to factory?
35:00
Speaker 2
And after the update, I just left everything as it is. Did I reset the router? Well, yeah. Yes, before,
35:00
Speaker 1
Is it possible to replace the cable that's connecting the spectrum router and then this router? Yeah, we also want to try to connect this router with a shorter cable to the spectrum.
36:00
Speaker 2
No, I have not reset it or reconfigured since the firmware update.
36:00
Speaker 1
Okay, what's the complete address? Yeah, the default gateway, yes. Uh, I think I missed a number. 10.220 dot 2-0. What was the next number?
37:00
Speaker 2
Type in IP, config, the default gateway ends in 57. Which is odd. For the gateway, 10.220.6557, and that's 5.
37:00
Speaker 1
205.57. [silence] OK. So what's the IP Address assigned to the computer if like the IPv4 address. So that one's the default gateway. So what is the IP Address IPv4 address assigned to this computer. Does it show you that?
38:00
Speaker 2
under... for wireless LAN adapter Wi- . it says 10. 220. 205. 124.
38:00
Speaker 1
Alright. Yeah, that should be it usually. It should be like in this case, ten dot two zero dot two zero five dot one. So did you, uh, what do you call this set this IP address when did you go to Connectivity? Then, [silence]
39:00
Speaker 2
at Belair, that is the one that. you are looking for. [silence] yeah. [silence] it didn't be ending in like, 1 0. . 2 or something like that. . not 57.
39:00
Speaker 1
okay. okay. So to the back of this Linksys router, [silence] are there [silence] any other devices wired to it [silence] aside from the other router? Okay.
40:00
Speaker 2
I've only connected to it. I've only connected another ethernet cord to the back of the router and it's not plugged into anything.
40:00
Speaker 1
Yeah. Yeah, let's do that. This is a let's connect the routers with a short cable. Right. It's okay, just take your time.
41:00
Speaker 2
I mean, if you want, I can, uh, do what you asked earlier and I can, uh, move everything and try the different cable. Okay. (Um um I) it'll just take some time to unplug everything. Hmm. [silence].
41:00
Speaker 1
Let's do yeah, let's log back in. Yeah, let's log back into the interface then. Uh check the x mark on the table.
46:00
Speaker 2
would you do you want me to test the yeah okay that's that's logged back in.
46:00
Speaker 1
Okay. So, this is a shorter cable this time. And it's still the same. Sorry Okay. All right. Let's try resetting this router. Okay.
47:00
Speaker 2
question mark, question mark on the table is still under 10 100. your it's a shorter cable and it's a cable. So, that could be some why the cable would be the issue at this point. Yeah. Okay. Should I leave the router where it is and just.
47:00
Speaker 1
Yeah, so you need to press and hold the reset button of this router for 30 seconds and then let it go. All right, let's go. Uh, we need to wait here for the router to completely boot up and then we'll log into the interface. Give it like five minutes. Is it still in the default like Linksys?
48:00
Speaker 2
30 seconds. And now what? one second. already see it on the on the life connection. Yes
49:00
Speaker 1
Yeah, try to connect. Then you want to log back into the interface. [silence]
50:00
Speaker 2
Do I connect? [silence] You're right. [silence] Okay. Forget the thing you type into your...how it's like my local dot something. There we go. I didn't like that. It's Invalid route. Please try.
50:00
Speaker 1
I should try admin, a D M I N, all small letters. [silence] You had, you had this issue before when logging in?
55:00
Speaker 2
Yeah, that's what I'm doing. It doesn't like that as a password. this issue before. I could never figure out why this issue. Yeah. Yeah. Not really figured out. Okay. There we go. For some reason, I decided I wanted to automatically switch over to a different connection. I just changed it back. I did that. Now it's on the linked. It's just.
55:00
Speaker 1
all, all right, what is it, showing, okay, uh, we can actually, yeah, we can actually skip that, uh, just accept the terms, then at the bottom, left, there's an option for manual, uh, configuration, yeah, just like that. uh, uh,
57:00
Speaker 2
um okay right now it's showing me a page that I haven't seen before actually uh lets say smart wi-fi setup write and accept of the terms of conditions. manual okay. And I saw a similar page like this before but this time it seems more personalized since it shows the image of the router that I'm testing right now.
57:00
Speaker 1
that's because you updated it to the web interface I'm sure it's not a page where you need to enter a password or anything
58:00
Speaker 2
When I go. When I go? When I go, yeah. When I go to the um manual, you said it brings me to a website that says links to Linksys Smart Wi-Fi services are no longer available? And then it gives me an option to go to the web interface? When I press that it says, how to into a mesh router. No. What am I, uh, I go go go.
58:00
Speaker 1
Okay. They'll show you that. That was the set up wizard.
59:00
Speaker 2
I'm going to try the other option that was on that page. And if that doesn't work, I'll just get to the page through the URL. Yeah, it's saying please wait, it's loading something.
59:00
Speaker 1
Wow. Let's close this tabs here. Open another tab, close this one and then log on to my router. That's local. One more time.
60:00
Speaker 2
uh, I think it actually does anything. On the link to your Linksys Smart Wi-Fi set up page is a loading wheel. I don't know how long you uh wanna give it. New. OK. This time it has our email and password. Yes. Yes, sir. Click that. And now add me.
60:00
Speaker 1
Yeah. Yeah, we want to go back to troubleshooting to check the X mark, the placement of the X mark troubleshoot. Okay, let's do this test, sir. So, the end of the cable that goes to the Spectrum router unplug it and then plug it to let's say port number one to the back of the Linksys router. So, what we'll do is we'll plug this between the Linksys router and the computer we are using for troubleshooting. So, we go to our web browser right now. We go to our web browser. Let's put up our browser and while we're waiting, [silence]
63:00
Speaker 2
Is there anywhere where you would like me to go from here? It is still under 10,100. Okay.
63:00
Speaker 1
The same cable is looping to the Linksys router. All right. So, what we should have is the first end of the cable is plugged to the internet port to the back, and then the other end goes to the same router to port number one. All right, let's go back to the table. Maybe you need to refresh the page. There should be two X marks. Uh one for the internet table. The other one is on the um, uh, internet cable. Okay.
64:00
Speaker 2
All right. Uhm, okay. It's not letting me touch the webpage. It's saying router not found, you are not connected to your router. And then it's three, one, two, three with information of each number. A button at the end that says retry and another button that says debug. I press debug. It reload the page. Now the router is green and connected. Um, I press connect. It says connect. Connection refused. Please make sure your router, try ERROR available. I don't know what to do.
65:00
Speaker 1
you you I can try closing this page open new one logging to my router.local again we don't need internet that's that's so this computer this is connected to the Wi-Fi of this Linksys router right all right so reconnected
66:00
Speaker 2
details. It looks like you're not connected to the internet. yeah. I mean, it was yeah.
66:00
Speaker 1
Okay. So let's try to... We probably need to open another channel, justify it, open another channel.
68:00
Speaker 2
It's it's trying to connect. It's shows, it says, okay, right now it shows no internet, but secured. And the web page is trying to load, but it's doing anything. Okay. Then, router dot local again? uh, it's just a navy blue screen. [silence] uh, nothing's happening on the page. Um, now shows. Like, um, it's trying to load more but nothing's happening. the refresh button see [silence] app is still just trying to load, but nothing's happening. Shall I try closing the browser and then re-launching the browser [silence] and then opening the tab,
68:00
Speaker 1
Or maybe if you have another browser, then try that. Okay. Okay. Yeah. [silence] Yeah.
71:00
Speaker 2
I do have another browser. What's actually happening? It's actually loading in the links to Linksys Smart Wi-Fi page and it's now a loading circle in the middle of that page. Okay, there we go. There we go. We got something. Access router admin. [silence] See. Just took a very long time. That's all. [silence] Just loading in the page. [silence] Give it a moment.
71:00
Speaker 1
Yeah. Yes. Okay. So that means that the internet port is only delivering a 10/100 of network connection. [silence]
72:00
Speaker 2
Okay, so we are doing. Okay, troubleshooting report. Okay, um, yes, so under the first chart, it's the X is under 10-100 and under the second chart. For number one, it's under 10-100. So what does that tell us? Okay.
72:00
Speaker 1
Well, one thing. The ethernet port is somehow busted. Okay. So when did you buy it? [noise] Silence.
73:00
Speaker 2
Why would it be doing that? Interesting. Now, the device is fresh out of the box. Never used before. So, no. It is old. It is old. I mean, you can probably tell by the model. And, it's about out of service. But, I don't necessarily remember. I wasn't the one who bought it. And so, [silence] [silence]
73:00
Speaker 1
Heck. Okay. Well, technically it's already out of warranty, sir. We can no longer replace it. So the router still works, but it's limited to yes, based on the tests you did with the technicians yesterday and then today, I can say that it's not capable of delivering one gigabit connection. [KEEP_UNCERTAIN] I don't think so. Because if it does, then we shouldn't be able to log on to the interface. Well, it can't be so specific, but based on the test, it's the Ethernet port that's defective, the Ethernet module at the back of it.
74:00
Speaker 2
... is becoming broken or damaged at some point. Okay. So. How How would it, it break? Or like, I guess I'm trying to figure out, what part of it is actually broken? broken.
75:00
Speaker 1
to um, unfortunately, uh, unfortunately, that was it, um, the routers working, but it's limited to 10 slash 100 network connection. It is. Yes, sir. [silence]
76:00
Speaker 2
Um, yeah. Yeah. Okay. Well, I guess then that's it. nothing else to try. Okay. I mean, it was supposed to be able of one gigabit, it's just. Right. Okay. If there's nothing else we can try, test or do, then I guess that's it. Okay. Yeah, I guess. uh, okay, bye. [silence]
76:00
Speaker 1
I appreciate the time that was on the new cooperation throughout this tool. Thank you. Sure. Uh, 57. Uh, you may be. Well, this is a link to a Linksys Smart Wi-Fi router. Sure. When it is connected to another router, it adjust its IP addressing. And a 10. . Yeah.
77:00
Speaker 2
I appreciate your time, thank you very much. [silence] Uh, hold on one more thing, actually. Um, remember I I told you that the gateway ended in fifty-seven? [silence] What could what yeah, what what what possibly could be causing it to do that? Mhm. Okay. Okay. I just ran that same, I just ran the same command again and it changed actually the behavior.
77:00
Speaker 1
Well, it's because it's a yeah, it's a looping connection, but it's not like unusual. It's just how the the router uh behaves when connected to another router, but you're right. Uh usually it's ends and ends with one, but shouldn't be a problem. Oh, okay. two o'clock, sir. [silence]
78:00
Speaker 2
Gate gate gate. It now ends in 64 with the gateway which is still... still shouldn't be that but okay. I I hear you. Actually no. Oh I appreciate it. All right. Have a good day.
78:00