Speaker 1
I'm doing fine fine, thank you.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Regina. How may I help you today? Mhm. I mean, I know you. Okay, may I know your first name and last name so that I can verify if [silence]
00:00
Speaker 1
Your Mary Aslami, even maybe the serial number, cause I told you everything. Okay, I'll be glad to give it to you. Mary Aslami or Nussulah Aslami. This is the name. E as in Ed, S as Sam, L as Larry. A as in Apple, M as Mary, I as Ida. S as in Sam, A as in Apple. Lami. Do you want to serial number or you already have the access to your or That's correct? Yes, ma.
01:00
Speaker 2
you have an existing record to pull up in our system? okay. Your first name is Mary, M-A-R-Y. and can you spell it for me your last name? alright, it's Slamey. Let me just check if you have an existing record to pull up to review also the cases or troubleshooting you did with the previous technician. [silence]
01:00
Speaker 1
yay, sir, sir, I took that the modem off of power and actually that was the reason I lost the landline phone. And then I took also the router off of power. She told me to do that. Yes. Sure. Sure. Sure. This is my cell phone number 205 215 5556. No, 205. Yeah, that is 205. Area code is 205 that is Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] [silence]
02:00
Speaker 2
Okay, since you called us and you're routed me, you're routed to my end. Would you like to continue the troubleshooting with me or you need a previous technician to assist you? Okay, I see. But can I have also your callback number just in case this call will disconnect, ma'am, to call you back? Okay, so it's starting with the area code one. It's two zero five two who ahead.
02:00
Speaker 1
it is in US, of course, which is one, yes. and then the modem and six actually I took it off of power everything. now I don't see any light. do you want me to put the power back because it's still the internet connected to modem and then the router is still connected. And then, the router, the connection with the internet, actually that is internet area. I took it off, but it's still connected to, yeah, still connected to the okay to the modem.
03:00
Speaker 2
Okay. So zero five two one five, five, five, six. So triple five or four five. Okay. Thank you for that. And what is the light indicator of the router after you perform the re-performing process? Okay. Okay. yes plug the router first.
03:00
Speaker 1
Okay, I did that. Okay, I have other, I have a gateway is connected. I'll just take that one off. But mostly, if you wanted the internet, that's okay. You want me to, connect the router first? Okay. Okay. Let me put the router first. And then, what should I do after the router? Connect the power, the router. And the modem. Let me get the oh, yeah.
04:00
Speaker 2
okay, turn on the router first, yeah, router first. and then once the power adapter is connected to the power outlet, connect the modem also. modem, yeah. connect the power of the modem. after the router, then the modem. yeah, make sure to connect the router.
04:00
Speaker 1
yes, I did, okay. I'll put the modem back. Of course, it takes time to power, power is on, but then it says the voice and then okay, and then I, do you want me to connect the internet to the modem or connect it, I'm sorry, the yeah, internet to the modem first or to the router first? The yeah, I turn it on and then I put actually connect the internet to the router first and then connect that to the modem. Yes. [silence]
05:00
Speaker 2
you're first and then you'll need a modem. Okay all you need to do is to make sure both devices modem and the router is turn on and connect the power back. Yes and make sure the Ethernet cable is properly plug in from the modem to the internet port of the router.
05:00
Speaker 1
Okay. Exactly. Yes. That is. Okay. Let me... the light is... Okay, just a second, please. See. The light is a green solid and then yellow is... off and it's just blinking. Yes, let's see. The green solid or... Yeah, it's just green but then yellow is comes and goes. In the internet port of the mode... I mean router. The connection that it is the ethernet connected to the router and the light is blinking yellow but solid green. There's no blue. That lady asked me about the blue color. I said, there's no... It is green. It is green to my eyes is green here. [silence]
06:00
Speaker 2
what is the light indicator on the router?
06:00
Speaker 1
solid green it has been green always this is mR three yeah yeah it is MRB or MRB 300 something like that is that correct yeah yes yeah that is actually top of the yeah that is the area that all the connections are I don't know you call it this because it is in front of me uh that side the other side it is
07:00
Speaker 2
Is it solid blue, solid green, the MR 8300? Yes, MR 8300 for the model number. And then on top of the router, it shows that it is solid green. And the very top.
07:00
Speaker 1
are I mean it is red light it is one light but the side that all these connections are it is green and blinking yellow solid green and blinking yellow or orange or yellow on the top of that I don't see this is links it yes I don't see any no light on the top there is one that is on the back I call it back it is just solid red nothing on the top and only the the area that I connect the internet and other the power line and internet and so forth there's light only in that area
08:00
Speaker 2
That's the Internet cable, but on top of the router, you can see the link status word. That's the link status, right? And then what is the light indicator of the MR8300 now?
08:00
Speaker 1
I don't know what there's no other different light here. The only light that I see that the internet and uh any router, I mean, internet that is connected to devices. It is sold dream. The internet, it shows solid green. Yes. There is no other life. Yes. [silence] Oh, it is it is blue now. It's on the back, it was it was red. It it was red initially and now right now changed it to blue on the top.
09:00
Speaker 2
the solid green. I guess you're referring to the Ethernet cable, not the Ethernet cable where you plug into the internet port. On the front of the router, Mary, there should be a LED indicator. On front, on top, okay? And then check if you can check if you have internet connection now, since it turned to solid green.
09:00
Speaker 1
Okay. Okay sure sure it looks like because I put you know I don't usually look at the you call it top and call it back but then that that area was red and now it's blue yes. Let me put you let me go and check this Google and see if it is working or something. I get my internet. Oh maybe I go just to the. See if I can get my emails. Yeah I see some emails are coming. Yes it looks like it is working. Let me connect that I have it mesh oh. Yes It's mesh mesh also is turn to green. Yeah it looks like it is working. What did you do? Is it just you did the power cycle? Yes the only power but I but you did it from your side yes because ah
10:00
Speaker 2
So let's go to the Xero. [silence] Yeah. [silence] I can power cycle. [silence] Yes.
10:00
Speaker 1
I did that. This is all Nick. Really? Yeah. Yeah, because I did it yesterday. I disconnect everything and waited three minutes and connect back. And then I didn't see any any sign, but it looks like it is working. Thank you so much. I appreciate your help now. Oh. Just a second, please. Let me go ahead and write it down. Okay? Okay.
11:00
Speaker 2
No, we don't have, yeah, we don't actually have the option to do that. We don't have the capability to remotely access your connection. It is actually solved with the power cycle. You boot up the modem and then the parents node and then all the end just back. Oh, then you do. Uh huh. Okay. You're welcome, Mary. And just feel free to call us back if you need more assistance. Just use your ticket number 136018. Yeah, sure.
11:00
Speaker 1
[silence] You knew when they asked me, does the number go up? If they do it in order should I should they should I do this to disconnect everything this is connected to gateway and this also they have a mesh and kind of what they call that mesh. It is internet mesh a Wi-Fi. Yeah yeah. One of yeah mesh that it is you go in different so that this a big house to go different site in order for us to access to Wi-Fi and then I none of them were working but I disconnect all from the power and then disconnect all this connection internet from different device to the other device
12:00
Speaker 2
one three six zero one eight. Yeah, sure.
12:00
Speaker 1
after three minutes, I put it back and I did it couple of times. It's not did not worked. I think your magic touch or magic voice or something happened this morning. Is that the the type of the order that that I do that that makes a difference?
13:00
Speaker 2
yes but of course in short Mary just in case it will happen again and you need to reboot both devices all you need to do is to make sure that the ethernet cable is properly plugged in from the modem to the internet port of the router and unplugged either of the links router and then the modem wait for 30 seconds to one minute to plug the power back so let the parent node or the router first plug and then the modem yes just do the same process of router and then for a few seconds proceed to
13:00
Speaker 1
put up together and then then then attach the ethernet or internet uh cable or something after this all of this yes Oh, just Tato? yeah it it was probably yeah it was it's just part it's fault that I did it yesterday but I think that maybe the order of connecting to power one versus the other that maybe that was the reason. uh okay yes okay okay sure sure thank you so much okay okay appreciate it yes I appreciate it you did a great job thank you
14:00
Speaker 2
Plugin the power back of the modem so that they will both boot up.
14:00