Speaker 2
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00:00
Speaker 1
mom and links this hold. Notes. You do that Do you want to clear it up for her? Or do you want to cheat it up? Um you can hit it on that plate. I'm writing on the school down. And I'm going to put my name. names are good. I thought they'd be okay without. I mean, they're good. They were enough salt on them. All three. All three. All three were gone. Hi, this is Mary. Okay. Sorry. Getting back in by the router. Um.
09:00
Speaker 2
Thank you for calling links is. My name is Nathan. You know who am I seeking? Mary, is she your personal calling us, Mary? and Anna. and Anna. Is she your first time calling?
18:00
Speaker 1
I think so. We've yes it might have been when we first got the router I don't know but but uh first time I can recall. Sure Mary M A R Y. Last name is Vanatta V as in Victor A N A T T A. And then is M as in Mary. G as in golf V as in Victor Orlando O R L A N D O 16@gmail.com. And our modem went out.
19:00
Speaker 2
Mary? That's all right. Now, let me create a case ticket for you. May I have your full name and email address? And your email address? Sure. I got it. All right. Tell me, what is the problem? [silence]
19:00
Speaker 1
and we got a new modem from our internet provider. Um and we have linksys we have three um linksys routers. I don't really know if they're considered I don't know what they are technically are called but we have three around the house. Yeah. Um they're and so the model number is MX5500. Um and we can't get any of this serial number. Did you say 43K? Yeah, the serial number? Okay. Yep, 43K-10M-27C 13056. I'm so sorry, what?
20:00
Speaker 2
yeah, serial number? yeah. yeah, CRIA number. go ahead. for 3K. alright. can you gather all the three nearby?
20:00
Speaker 1
Yeah, I have one plugged into the modem and I can't get that one to work. And then the other ones, the other two were separate. But I have one of them unplugged and in here because we were trying to see if it was, if one of them would work. Do you get them all in one room? Okay. And okay. All right, one second. Uh, spectrum. Okay. Okay, I'm going to have to go plug in the second one here and then I'll go get the other ones.
21:00
Speaker 2
and you bring all the three mx 55 nearby near the modem. That's okay. How about the two? All right. Can you plug all the three of them? Yes, get in one room and plug them to power. Who is the internet service provider? spectro. Go ahead. I will help you.
21:00
Speaker 1
okay, one second. everything was of course all tangled in. All right, heading back. Yes, spectrum. Okay. Um, three plugged in in the same room. Um, two of them are well, they'll be solid blue. One one is like a pink right now. Okay. Yes. Yep.
22:00
Speaker 2
It's OK. Who is the Internet Service Provider right? You're an Internet Service Provider. [silence] Wireless. [silence] That's OK. The one that's connected to the new modem. Let's try to check the cable link first. It should be connected to the Internet port. [silence] Can you verify? [silence] Internet port.
23:00
Speaker 1
It's pink right now. 30? You said three zero? Okay. reads that, okay, that's one. My dog is trying to help me. Okay.
24:00
Speaker 2
is the color of the light on this device, pink or red? [silence] On the two other child nodes, can you press the reset button and hold it for 30 seconds, one at a time? [silence] Yes, one at a time. [silence] Yes. [silence] . [silence]
24:00
Speaker 1
Both, I reset one is blinking blue and the other one isn't doing anything right now. There it goes. Okay. All right. Okay. [silence]
25:00
Speaker 2
It's okay. Now, uh, for the for the model note, can you press the reset button for 30 seconds as well? The one that's already pink.
25:00
Speaker 1
All right. So all of them are blinking blue right now. Okay. I have one Magenta. Two. [silence]
26:00
Speaker 2
Wait until we become solid. Magenta, all of the three.
26:00
Speaker 1
So do they all have to be in the same room to like reset or something with a new modem? Okay, I wouldn't have thought of that. Okay, all three are our magenta.
27:00
Speaker 2
Yes, the same room. All of them. Okay. Wait a minute more. Now, we will label the one connected to the modem.
27:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. so release, press release, press release, press release, press release, five times. Okay. Okay. it's white. Yeah, slow blink.
28:00
Speaker 2
the mother. The two others are the child No. Okay, go to the mother No. Now, this time I need you to press and release, do not hold, the reset button: press, one press per second and do it five times: Press and release, do not hold. one press per second do it five times. [silence] Yes. Not too fast, one press per second. [silence] It will blink. wait for it. [silence] It turn red. [silence]
28:00
Speaker 1
oh my Okay. [silence] Oh, yeah, [silence] setup [silence] Okay. Okay. [silence] Okay. [silence] It's still white. [silence] Now it's blue. Oh, it's blue and white. [silence] Um, my [silence] my husband did it initially. It's on his phone. Should I use that [silence]
29:00
Speaker 2
Turn turned blue. And then it is ended up solid blue. Turn the router upside down, the mother node, and tell me what is the default SSID or network name. Web up setup something like that. I need you to remember the password underneath. Do not give it to me. We will use it later. When the light turns blue on the mother node, the child node will start blinking. Tell me when it happened. In your phone, did you download the lynx app? [silence]
29:00
Speaker 1
it doesn't matter. Okay. All right. Okay. Okay. talking about in the app or in the in my phone Wi-Fi? Okay. Sorry, I was in the middle of doing the app, but let me get that there. Okay. Okay. So go into Wi-Fi, put the password in and log on to that setup.
30:00
Speaker 2
you can use your phone. Now, connect your phone to welcome set-up 095. look for the Wi-Fi settings. is under the Wi-Fi settings. Select available Wi-Fi. Look for welcome set-up 095. phone on Wi-Fi. I'm sorry. Correct. Yes.
30:00
Speaker 1
okay, it says it connected, but it says no internet connection. silence. Um, it's a red on the mother and blinking red on the children. silence.
31:00
Speaker 2
right. Can we the color the light on the MX 5100? Can you turn off the mother node?
31:00
Speaker 1
uh just unplug it okay the uh uh one of the children is blue do you think that's the original modem okay good okay sound they're red one is solid and the other blinking [silence] turn the mod on back in [silence]
32:00
Speaker 2
me yeah as long as there's no power mmhmm no it doesn't matter we reset this they are interchangeable alright turn off the Spectrum modem yes um
32:00
Speaker 1
Yeah in the router. Hold on. Sorry, it's broken up a little bit. Unplug the mother router. Oh, the spectrum okay. Okay. [silence]
33:00
Speaker 2
Sorry, sorry, I got it wrong. Mary, can you turn off the Linksys router? It's of. Of, right. Can you turn it off? so, the router modem and internet router are off, right? Mm-hmm. Okay. wait, wait two minutes or I will be back in two minutes. [silence] Alright, get ready. Alright, plug the Spectrum modem. Do not plug the link, just the Spectrum modem. [silence]
33:00
Speaker 1
um, it's the power, the power light is blinking blue and I think, okay, the second light, now they're stable. Online is on. Oh, sorry. Online is - online is white. It went blue and then white. No. Yeah, this back to the one. Should I, um, wait till the... [silence]
36:00
Speaker 2
Alright, tell me. The status of the modem. It's stable now. OK, now, plug the... Oh, it's OK. It's OK. It's OK. Uh, spectrum. Turn the spectrum on.
36:00
Speaker 1
okay, looks cool. Um, no, it's - okay, yeah, so the um spectrum is stable, power obviously and then blinking White and then blue online so I guess it's still working a little bit. Okay, it's table Blue now. should I bug and mother yet?
37:00
Speaker 2
Yes. It's okay. And tell me, what is the ending state for the spectrum router node? Would it be red or blinking blue? Give it around two to three minutes.
37:00
Speaker 1
The spectrum. The spectrum is stable blue now. The link says. Okay, plugged in.
38:00
Speaker 2
tell me the color of the modem okay the links is it on if it not turned on yes "Stable hack. OK. Can you unplug the power The PLC, wait 6 seconds and plug it back. Yes. six seconds and plug Six seconds. Plug it back. Not necessarily one at a time.
38:00
Speaker 1
Okay. The mother is stable blue. [silence]. It just went back to red. [silence]
40:00
Speaker 2
All right. It should be going back to ready again. Calling now. Can you press the reset button on the master node 15 seconds or one five. No no press and hold for 15 seconds uh no 1.5 seconds fifteen press and hold mmhmm go ahead [silence] 15
40:00
Speaker 1
[silence] Now it's red. The mother is red, solid. Yeah. [silence] No pink, but one is blue.
42:00
Speaker 2
All right. Tell me the color of the light of the mother node. Blinking. Solid red. Do you see any of the child node that is pink?
42:00
Speaker 1
uh, solid red right now. Now they're all red again. No, it's not that magenta that I saw before. This is actually red. It was magenta at the beginning. You know, when we first started talking. Yep, all three.
43:00
Speaker 2
the other one is magenta solid red. OK. Is it red, red or red light? Red. Something like magenta red. OK. Is it still solid red? All right. [silence]
43:00
Speaker 1
be right mm-hmm, okay, back to white clear Blue. Red.
44:00
Speaker 2
Can you press the reset button twice, one press per second and five times total, one more time? Yes, on the mothernode. It blinks. [silence] hmm Surprise, surprise. [silence] All right. No reaction, right, after the vibrance? [silence] All right. Can you downloaded the ladies app you successfully downloaded it or no?
44:00
Speaker 1
Okay. So I'm in the setup thing and connected the way it said. Additional no(maxed) on power. Um. Node light is solid. and it's checking for internet. Uh it says checking for internet. It could take up to a minute [silence]. ${end_message}
46:00
Speaker 2
Uh-huh. Uh-huh. What else stays in the screen now?
46:00
Speaker 1
It's so odd how sometimes it goes really fast when you get like a new modem or router and other times, okay, so now it says give the modem a quick restart. Oh, that's what that means. I tried that earlier but the only computer we have with the port is old. I can try it again. All right, sure.
47:00
Speaker 2
Yeah. okay. with me? uh um... modem, is that giving you a good connection? Yes. Is it possible for you to connect the modem wired directly to a computer? internet? Yes, okay. Yeah, I will be here. I will atishen that one. Would you like to try? I'd be here.
47:00
Speaker 1
Okay. Yeah. All right. So, I'll unplug from the, um, router, the mother, and into the, the. Yes. Yep, it was. Yep. Okay. All right.
48:00
Speaker 2
There'll be two now that will be lost. Me and you. At least we tried. Yes. Make sure that it was plugged on the internet port on the 5500. Did you right? Not on the port 1234. OK. Go ahead. [silence]
48:00
Speaker 1
Okay, it's logging in. [silence] Okay, um, it's logged and, um, [silence] No, no, I'm so sorry. It's not logged into the internet. It was, it was, [silence] It's up, let's see where, yeah. And so going into the network connection here, it's very slow. Sorry for the false hope there. So I'm going into the ethernet or the Wi-Fi, the ethernet hookup or the Wi-Fi setting? For once I'm plugged in, you know, the ethernet. Are we saying the same thing? Ethernet? Okay. Okay. Thank you. And so it says, it says, [silence]
49:00
Speaker 2
it's loud to the power yes yay uh ethernet ah sorry sorry your question again let me try to fight ethernet internet yes ethernet e t h e r sorry i you know that you do you feel that something that something is uh sore in your tongue that's what's happening
50:00
Speaker 1
I know it's like, are we saying internet? Internet. So I have a Linksys 2 that pops up. But is this a Linksys 2 or is that old equipment? I don't know. Okay, so now, um that's the only thing that popped up that said, Links that said anything on the ethernet? Do I need to? just directly to the modem. Mhm. Uh-huh. Oh, and open a browser. Is that what? Oh, what a ding dong. I didn't think of that. [silence]
51:00
Speaker 2
It's happening to me, that's why I may say, I cannot speak properly. Sorry for that one. I think I ate either. It's an old one, holy crips. uh okay. Did you connect it directly to the modem or to the, to the Linksys? Uh, Linksys? Okay. Alright, coming from the modem, it goes to the computer, right? And then, that's it. You don't have to do anything. Open a browser. Try check your internet.
51:00
Speaker 1
Let's see. It looks like it, let me go to something. to make sure. Oh, it says, it looks like you're not connected to the internet. Um, and then I, uh, we unplugged it and replugged it back in, yeah. Is that to be? Okay. Is that the, is that the little button on the front that's like circle? Oh.
52:00
Speaker 2
[cross-talk] [silence] Ah, see? [cross-talk] [cross-talk] [crosstalk] [crosstalk] We already rebooted the modem, fine. And you didn't. Yes, that's reboot, reset is different. [crosstalk] We did not do the reset. [crosstalk] Do not reboot, do not reset the modem.Okay, go ahead. No, no, don't as I told, uh, let the spectrum do the reboot or reset because they can control it and they have something to do on their side as well. Uh, do not reset. [crosstalk] Okay.
52:00
Speaker 1
you think okay all right okay okay okay okay um so but if they do it can I kind of repeat what we did here by myself I
53:00
Speaker 2
Reboot is unplugging the power. Yes, this is what you're going to do, Mary. Call the spectrum, tell them that we already called Linksys, we checked we power cycle. They know what to do. Then once they confirm that there is a defect, call us back. Right? We are until 11:00 p.m. in the evening. It's another time. I will do it for you. I don't be most likely. I'll be the one picking it up. Yeah, yeah, yeah, yes, yes, you can do that one. The same thing. Once you confirm it, uh do the 30 seconds for all the three. [silence] They make sure to check the phone number wire.
53:00
Speaker 1
okay okay okay okay All right. Okay. I'll try it without you and then I'll see if I have to call back. Thank you for your help. Okay. Thank you so much. I appreciate the help. Okay. All right. Bye.
54:00
Speaker 2
know, the internet port is connected to the modem, for the modem. And once you see the pink, press the pipe breast. Do the pipe breast, and bingo. You'll have internet. Okay. I'll send an email. As well. So that you can, I'll send an email so that at least you can have a guide. But okay? Thanks, Mary, and have a nice day. Bye-bye. Now. Good night. [ silence]
54:00