V2 Rubric Detail — 737e1b3e-7984-11f1-8…

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 Technical Support. My name is Ellie. How can I help you? [silence] Oh, okay. So when you mentioned

mentioned about resetting the router, how many seconds did you press and hold reset button, [silence]

Oh, it's, it's totally okay, sir. So, uh, yes. So power outage can absolutely cause some issues, especially with our routers. So, for this one, sir, um, I need your help, and since you have already pressed the reset button for 30 seconds, let's, let's expect that the settings of this router did actually gone back to its default one. Okay? Just to set an expectation. So, and by the way, is this like your first time calling Linksys? Um, okay. Sir, can I have

have the model number and the serial number of your Linksys router. Please. [silence] WH and the C and the serial number. Okay, uh, let me just read it back to you just to confirm if I got it correctly. That's 61R for Romeo, 10M for Mary, 21E for Echo, 00124. Okay, thank you so much.

And sir, can I also please have your first name and last name to create a record? Okay, thank you so much, Andrew. Um, and can I also please have your active email address. okay, thank you so much. give me one moment.

Oh I must have wanted... and how many Linksys routers do you have sir, Andrew? You only have one or multiple number of devices? Mm-hmm. Okay. Thank you so much for that. Okay, so this would be for the... and who is your internet service provider, Andrew? Okay T-Mobile. And the one that uh T-Mobile provided to you, is it a gateway or a modem alone?

Okay, it's a gateway. Um, so the first thing that we need to check on this one, Andrew, is the gateway from the T-Mobile. Um, since it can also provide a wireless connection. Can you check or can you confirm if it's actually working? Mmm. Okay, thank you so much for that. And can you see the default Wi-Fi name of your Lynxys router? Ah, ah, uh, on your phone, I'm sorry. On your phone, can you see the default Wi-Fi name of your router from your phone? Um, how about the name that you set up for the router? Or if you, uh, change it. Oh, okay. [ silence ] Okay. let me just double check it. let me just describe this one, so this is a black router, right? That has two antennas at the back. So, for this one, Andrew, can you press and hold the reset button of this router again, please? So, do not let go of the reset button if it's not yet 20 seconds. Okay?

So, um. After you press and hold the reset button of this router, Andrew, uh. We should be expecting a solid purple light from this one. Oh, one year? Okay. So, um, uh. We get this element to collect that out of two examoteria.

let's just give it some time, okay, guys, maybe it's still under the process. Okay. Uh, uh, uh and to confirm them, Andrew, this, uh, Linx's router, is it acting as an access point or another network? Okay. Okay. So, there are devices that is plugged in directly to this, uh, Linx's router, but just to make sure as well, um, this, uh, Linx this router that you have, is it also providing another network or the same network?

Or the same network information with your T-mobile gateway. Okay, so it was acting as a gateway. I mean, an access point. I'm sorry.

so, uh, let me know, sir, if there is some changes on the uh, linksys routers uh, LED light, okay? Okay. So, yeah. I'll, Let's just give it some time. [silence] And there is a cable running from the themobile gateway directly to the gate directly to your uh, linksys router, right? [silence] Okay. [silence]

Yeah, sometimes power outage could really cause some issues, especially with the router. But also, sir, just to give you a heads up, do you have an available laptop that maybe we could use and also an ethernet cable that we can connect directly from the Linksys router to that specific device or onto the laptop? Okay. Can we prepare it, please? We might actually be going to need it. [music 59] [silence]

Okay, you're plugged in. So, uh, yeah, let's just give it some time. Uh, the router, since we just actually, uh, reseted it. Cause we should be expecting a solid purple from that. So let's just wait, okay? Let's give it some time. Mhm. Uh, but, of course, uh, let me know if there's some changes with the LED light, okay? [silence] Mr. Calder, if you would say who you are, your name and your profession. [laughter]

Okay. So, I'm sorry, it's still not changing. Like nothing was actually... Like it's still blinking blue. Okay. So I while... Okay, sir. Can you please do me a favor for this one? Uh can you like, uh turn off their router please for the meantime. And then turn off the gateway of as well from the T-Mobile. Okay, uh let's give it some fuel. Okay, please unplug also the modem. Few seconds. I'll just give you the go signal whenever we're ready to turn it on. Okay? Okay, so now, sir, can you please turn on the gateway? The T-Mobile device. [silence] Oh. Okay, um, sir once the T-Mobile gateway is already up and running, then you can then turn on next the Linksys router. [silence]

So, uh, sir, please let me know if you have already turned on uh the Linksys router, okay? So that we can monitor it. Oh, okay. Okay, and then uh let me know if there is some changes. And then let me just also set up a timer here on my end. [silence] So yeah, everything's good. We have everything else.

Mhm. Okay. Let's just give it, okay, let's just give it some time, okay? It turns solid blue, like the moment that you turn it on or right after a few minutes? Okay, I see, so I'll, let's just observe it, cuz I did actually also set up a timer, I put up a.

timer here, for me to estimate, or to, to run some diagnostics after. [silence] Okay, so right now, sir, it's still blinking. Okay, and you have already connected your laptop directly to the router, right?

Okay, that's a good thing. But before we I mean before you tap on anything, can you please open a browser for me? So on the URL or on the address bar, please type in, let's use the default one, that's 193.168.1.1. And then just press enter.

It should not, can you please double check sir if the laptop is really only connected to the linksus router? Okay. Okay, so instead of the default IP address, can we try this one please? Is that HTTP? Colon, forward slash, forward slash, my router dot local. Okay, and then just please continue or press enter.

OK, can you-- uh-- can you scroll down for me and see if there's an option that says continue to link to Linksys Smart Wi-Fi? Uh, can you see the two mobile phones in the left side? OK. Can you double tap that two mobile phones? So that you will be routed on another page. OK.

Okay, now it's now asking for a router password, right? There is a local access option below that one.

Uh, there should be like, uh, below, I think you know, if you don't have a, if you don't have an account, click here. There should be another small box below it. That's it. Uh, below is the language. Nothing is showing up. Oh. No. That's kind of weird. Okay. Uh, give me one moment. Can I put the call on hold for like about three to five minutes? Okay. Uh, cuz there might really be a problem with this router cuz it should show up. Might be some, uh,

Okay. The 4 Local Access password. Okay. Okay, I was actually kind of worried earlier. Okay. src, can you use the word admin is that ADMIN all lower case? Let me know when it lets you in, okay? Can you see now the link to Smart Wi-Fi Tools?

Here it follows for involved in MS 3,000. so, uh, uh, tell me what me about you. okay. okay, let's just give it some time. okay, so you can…

Okay, see the links to Smart Wi-Fi tools. Okay, that's perfect. Now, there is white boxes on the left side. I mean, on the right side. So, can you confirm under network status, do they all have a check mark? Okay, and is the router still blinking? Okay, it's still blinking. Sir, can you go to Wi-Fi settings, please? Okay. Now, under Wi-Fi settings, uh, can you try customizing the Wi-Fi name, please? Um, how many bandwidth can you see? Okay, can you try customizing both of them at least? Um.

By the way, before, do the 2.4 and 5 gigahertz, band, got, uh, you know, separated or do they share the same Wi-Fi name? Uh, can you? Can you try reloading the page again?

Okay. It's a case or sir? sir. sir. Okay, sounds from the under network status. So devices check router and then, okay. Okay, sounds it has been restored.

Okay. And right now, from- and then right now, from your laptop, at the lower right corners, if you're using a Windows computer, there should be a window- a monitor-like icon. Can you confirm it? There is a monitor like icon. And by the way, sir, did you try calling T Mobile prior calling us? Or? no. Okay, so the only problem here is the router. So, uh, sir, can you go to troubleshoot real quick? Okay. and then on the uh on the first tab. Okay. So, it always got disconnected every few seconds.

ok can you refresh it again sir? So because we need to check it some so refresh the page sir and then once it's already load up go go directly to connectivity that's a above the troubleshooting

okay, under firmware update on, the right side, can you see the word details? okay, can you can you press the the arrow facing down, please? okay, can you can you give me the firmware version that you have there? okay, thank you so much. uh let me check

So it has the updated firmware. Yes, this is the only firmware this router actually have and it's not longer receiving any updates. Let me just see what other things that we can do for this one, okay? okay, okay. I'm, sorry, can I put the call on hold for like about 3 to 5 minutes? Um, I'll be checking our uh my resources here and then I will get back to you, okay? Okay, thank you so much. Sir, kindly stay on the line.

Okay, um, hello, sir. Okay. Uh, sir, can you... Um, here's the thing that we're going you're going to do. Okay? Uh, is it possible if we transfer the wire connection from the Linksys router directly to your T-Mobile gateway? Can we do it? Uh, the LAN cable. Yeah, the LAN cable. Uh, transfer the connection from, instead of the Linksys router, put it directly to the T-Mobile gateway. Mhm. So, uh, once it's,

done, done, okay, so once it's done sir, open please open a command prompt oh yeah, I'm so sorry uh on the search bar at the lower bottom part where you can see a magnifying glass and word search okay, tap on it and then type in C M D Charlie Mike Delta

just those three letters, okay, okay, now once it's open, can you type in IP config, so that's India, Peter, Charlie, Oscar, November, Foxtrot, India, George, okay, and then can you look for IPv4, okay, can you give me the IPv4 numbers, mm-hmm, mm-hmm, and then just leave it open for a second, okay, Okay, now, still on the same page type in ping, P-I-N-G 192.168... 12.247. Spacem negative T, like Tango. So, just to confirm, if we put it in correctly, it's ping, P-I-N-G, like George. And then space one nine two dot one six eight dot one two dot two four seven space negative T like Tango. Ok and then just press uh enter So the ping will run Let's run that thing for like at least uh 10 minutes. And then um let me know if you encounter any time out request [silence] Yes. uh from like how this is 25 well uh uh um [silence] there should be like on uh there should be no time out requests coming from the gateway that's actually the goal yeah cuz there's that's actually the goal for this one so let's make it at least for about 10 minutes and then let's check it

So there was a no Time-Out request. [ silence ] Okay. Okay, still no timeout request, correct? Like everything is good from the modem, I mean from the gateway. Okay, so give me one moment. Okay, please kindly observe the ping that is still running. Okay. Okay, I'll be standing up from my station and look for some other possible reason for this one.

Okay, uh hello, sir, uh yeah thank you so much by the way for all our patients be waiting on the line so uh regarding with uh this one sir uh can we uh reconnect back uh the uh your laptop to the uh linksys router, thank you so much. Okay, once we're connected, uh, please uh, let oh uh, do not close the uh, command prompt that we just actually opened earlier. Instead, run again the IP config. And then uh, let me know if you have the um, IP the IPV for address. Or maybe you can close the command prompt and then reopen a new one.

Okay, this is from the Linksys router. Okay. So, uh, sir, can you, uh, before we run the ping on this one, uh, can you access again the web browser interface of the router? Uh, using the HTTP colon forward slash forward slash my router.local.

just please [silence] reload the page sir please [silence] So once you're already in the web browser interface, sir, head over, uh, go directly to troubleshooting, sir, okay?

And then go to diagnostics, the second tab. And then go to share router info with Linksys, step on that one. And then it will ask for an email, enter this information: that's [email]customersupport "@"winksys.com. And then just continue us sending it, Sir, okay. [silence]

Once you're done sending it. Okay. Perfect. So now sir, kindly open again the Sys Info log. I mean the command prompt. And then once you're done opening it, the dad pings so that is ah ping space one nine two dot one six eight dot one dot five seven face negative T or negative T tango

Okay sir, uh, the ping, how was it? But, uh, but the router is still flashing, right? Like blinking blue. Okay, so, um, sir, here's what I want you to do next. Uh, let's just leave the ping or you can just close it, please. So, uh, here's what I want you to do. Uh, go to the router. And then, um, what we are actually going to perform is the, uh, router recovery reset. So, in this process, uh, we are going to perform some steps for, uh, for four times. So, now, sir, I want you to unplug the power uh plug in uh chord from the router and then wait for two seconds and then plug it back in then wait for five seconds and then unplug it again for two seconds so repeat the process for four times unplug for two seconds plug back in for five seconds and then repeat the process for four times uh let me know sir once you're done okay One, Two, Three, Four, and it's back on

Okay. So did you plug back in the power cord? Mm-hmm. So did, um is there any changes on the LED, uh let me know, sir, if there is any changes on the LED light behavior. Okay. Once the router boot up. uh... okay soul sir Civah alomler the LED light that if coming from ergo

and the uh laptop is still connected right so it went to purple okay uh sir here's the next thing that I want you to do I want you to press the reset button at the back of the router not for too long okay press it for five times so press release press release press release so do it for five times Uh-huh. Oh

let me know sir if it turns back to solid blue okay [silence]

a weird one that's actually relief okay so what we were actually done earlier was a was it was a successful so um can you try accessing again sir the web browser interface of your router while observing the LED lights of uh your linux device okay and nothing or the LED light stays solid blue not blinking anymore that's good

Actually, you're welcome. Okay, so what you have performed earlier was actually success. So, uh, right now, uh, just to give you a heads up. So the, uh, router, it's, um, it's firmware get actually brings back to the old one. So might be in the future it will ask to update its firmware. So, now at least you know how to access, uh, the web browser interface. And, uh, do you want to change the Wi-Fi name sir right now? Uh, yeah, um, how about you change it now and then try connecting some other devices. Just to make sure that the internet has been restored on this links this router. Customize the Wi-Fi name and password, uh, on how it was supposedly before.

Okay. So you're connected and internet has been restored. Thank you so much Sir Andrew for you know the patients. Thank you so much because. Thank you. So yeah there might be anything else or Andrew that I can help? Okay. Okay. Okay, thank you so much Sir and whenever you need to call us back just give or provide this ticket number that is 1360942049.

uh 0.85 okay. okay. thank you so much sir. you do have a wonderful day ahead okay. thank you bye bye for now.