V2 Rubric Detail — 78223ba0-81e7-11f1-b…

Welcome to links is 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.

Thank you for calling Linksys. This is Michelle. How can I help you? Oh, okay. Can I have the model number of your Linksys? Let me check if the device that you're using. Mm-hmm. And also, what's the serial number? Okay, one second. And what's your active email?

the one. So. uh comma papal address can you spell that one for me please? oh, okay, thank you. And just to complete your record what's your first name and last name? uh, your first name and last name. Okay, thank you. And what's the light indicator of your latest device now in the front? Okay, can you still see your own Wi-Fi broadcasting the Wi-Fi name that you you usually have? Can you still see it?

Okay. And prior calling us, did you already did the proper boot up sequence like unplugging both at the same time and powering back on the modem only and you waited for it to go back online before you turn on Linksys? Were you able to do that one? Okay. And the router is still offline. Um, if that's the case, that only means uh, your router needs to be further checked by its settings. We need to have a computer right now that can be hardwired. Do you have a computer that can be hardwired? Okay. I see because that's the only way for us to get the MAC address from the modem, which we will going to Mac clone on our Linksys device. What I can do right now to your Linksys is just purely checking its settings if some thing.

got changed the reason why you don't have internet but just to let you know aha if ever all the settings on the router side is fine we will really need a computer that can be hardwired before we can move forward okay um yeah some of our customers has adapter with them that will also help them to boost their signal once their computer is hardwired and you know what the reason why we also need that one to verify the internet from the modem itself I'm understand you already called your internet provider but they're just checking it remotely not really the physical connection right there probably the port on your modem is not really providing internet because our router is designed to automatically detect the connection from the modem and it will have a solid blue light in front the only reason why it will turn to red once it cannot detect

internet connection from the device where it's wired into. So, I'm just letting you know ahead this one because I don't want you to, like, waste much more time with dealing with a router just in case the problem is really something from the modem. So, that's the only troubleshooting step that we can do. Though your router is already out of warranty, but we can still offer you a free technical supports. It's just that, um, if you really don't have a computer that can be hardwired, then we can exhaust all the troubleshooting. Do you want to proceed? Okay. Okay. I need you to switch off first the Linksys device. Just, uh, use the switch at the back.

Okay can you unplug the modem too? I need to check something here in my end. Just unplug the modem's uh adapter from the outlet. Uh just leave the Ethernet cable that uh that is physically attached to both device. Just unplug its power adapter so that there's no lights on the modem. [silence] you're still there, right? um, hello, maybe you're still busy unplugging the, power adapter, I'll just stay uh, 20 seconds more just in case I cannot hear any response from your end. I will just end this call to call you back immediately. Hello? Still there, Ginger? Can you hear me?

[silence] Hello. Probably already got disconnected. Um I'll just end - okay, there we go. Yes. Yes. Uh-huh. Okay, good. Just gave me a minute or two. All right. It's all done. Um you can now turn on just the modem only. Only the modem. [silence]

Just take your time. No need. Just leave it. Your computer, is it Macintosh or Windows computer? OK. The lights of your modem, is it all lit up? OK. You can turn on now, Linus. [silence]

Hi Ginger. Thank you so much for staying on the line. Um, how was it? What's the light status of the router? [silence] Okay. Now connect your computer to your Wi-Fi. [silence] though there's no internet. That's fine. We can still log onto the setting. [silence] Okay. And on your modem side, Ginger, does it have more than two ports or more than one port? Your modem. [silence] Okay. So, yeah, once your computer is connected to your Wi-Fi, just open a browser and make sure you type this one on the address. [silence]

Est-bar. So that it will go through even if there's no internet. You're ready? Okay. It's 1, 9, 2. 1 6 8. 1.1. That's it. Press enter. Mhm. Just click the picture of the phone. Expand your Wi-Fi. There's two phone pictures there. So, just click that one. Mhm. It will show one moment and can you still remember your router password? Okay. [silence]

Okay, the network status there, is it showing no internet? Okay, no internet. Go to connectivity. Ah yeah, sign in.

Okay. Good. So check the internet connection there, the internet settings. Under internet settings, you will see there the connection type. Check the connection type if it's under automatic configuration, DHCP. Okay, good. Now, you'll see there the Mac address clone on the lower.

right side but we cannot enable that one for now since this computer is not hardwired. So let's proceed. You can click there now the local network tab. And there's empty boxes there on the right side. For static DNS 1, uh input each boxes number eight. So for static DNS 1 only 8888 And then for static DNS 2 that should be 44

there will be a pop-up message, you see it okay. Mm-hmm. And your router will light up blue, but we'll see if it will go back to red. [silence]

bland, OK. Okay, and reconnect to your laptop, and then... it's still stea- blu? OK.

Okay. So, you can now check, again, your computer. Reconnect it to the Wi-Fi if got disconnected. Okay. So, yup. Since the router is still solid red right now, that only means it's still offline. You still have access to the link base dashboard. Okay. Just click on retry. [silence]

Okay, your computer, is it already connected back to the Linksys Wi-Fi? Double check because the settings, we applied, it will temporarily disconnect your computer. Okay, uh, select that and reconnect. Reconnect to that Wi-Fi.

just great out. Mm-hmm. Okay, that means it's off on your computer. Turn it back on. Probably it's totally off. Which one? Okay. Yep, retry. Mm-hmm. Retry. And if it's still a router not found, just close that page and open a new one.

Okay, so just close the page completely and open a new tab and access the same link, 192.168.1.1. Is it working?

six 3 that one dot one. [silence] And let me know if it's still not working. Okay. You can turn off the router now, turn it off. And then after 10 seconds, turn it back on. Okay, did you turn on the router now? [silence]

And the router now is it steady blue Okay, still rebooting. Okay, so try to access again now the settings using still 192. But check your computer first. [silence]

Your internet provider, by the way, is it spectrum? Okay. Okay. So, this time, click troubleshooting. Let's check the port of the router if it's still working or not. So under troubleshooting tab, go to report. That's the uh tab under status, report. More

below that there's report and devices click on report and under report, scroll down to the very bottom and check the port status if it has x mark. Urim. Okay. So that means the port of the router is still working. Let's check one more setting. So it's under diagnostics on the same tab, diagnostics, same troubleshooting tab like troubleshoot. Diagnostics and on the lower right side, you will see the IP V4 internet. So that's the one coming from your modem. Is it all zeros? Internet. Yes.

That's the case? Is it already done? Releasing and renewing IP address. Okay. Click again, release, it renew? Uh-huh. When your router was still online before, that's the, uh, the 205.201.156.133 was used to uh be its internet IP address. But right now, since the router is offline, it got all zeroes. Are you back on the main dashboard? Okay. And yeah, is it still looking for an IP? Like, it's still loading? Or it's done?

Okay. Can you do a three-way call to Rapid internet provider now? I can let them know that on the router side there's really no problem. Our router can't really detect internet from their box. We tried releasing you know, mm-hmm. I issue there. Are they still open? I see. Um how about this? Can you call them and I will try to call you back maybe max of 15 minutes 10 to 15 minutes. Can you let them know that the router uh Linksys router has been checked by technician and nothing was uh it was uh just let them know that the settings was all checked and it's all good. Like there seems no problem on the router side. So that they can check it.

deeper under and is our router can't really detect internet from their backs. I'll call you Ginger uh maybe 10 to 15 minutes okay? 15 minutes then. All right. I have it here. Talk to you later then. Bye for now. Bye bye.