Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. My name is Dennis how I may help you for today? Dennis: Hello. Hello? can you hear 3:00 to me now? Okay. Um, I believe you're contacting about your Linksys device. Am I right?
00:00
Speaker 1
It's not working. No, no, this is the first time today. Okay. It's Siva Nanda Kumar. The surname. Oh, the first name is S-I-V-A, hello. Yeah. And the surname is N-N-A-D-A K-K.
01:00
Speaker 2
Okay, is this your first time calling or have you already contacted before? I see. Let me create a new case for you. So that means I'll be asking you a few more questions. May I have your first and your last name? How do you spell that? Your first name and your last name. Okay. Yeah, go ahead. Okay. Okay.
01:00
Speaker 1
U, Uniform, M, Mother. A, Bravo, A, Romeo. No, no, no, no. N, A, N, N, yes, Delta, yes, Alpha, kilo, yes, yes, M, Mother. R, Romeo. Yes. All, right. OK, now, I'm not sure whether... my son did set up. This one, but he's flying at the moment. I don't know which number. I think it's zero, zero, zero, seven, eight, six, four, four, three, three, zero, four.
02:00
Speaker 2
Okay? Okay. Okay, let me repeat that. It's N for November, A for Apple. November, Delta, Apple, Kilo Yeah, Unicorn, Mother Alpha and Robert, right? Rome. Okay, all right, thank you. And may I know your phone number starting with the area code? Please.
02:00
Speaker 1
Because he did set it up. So the first name is Caplan, K-A-P-I-L-A-N. 4333, 04. No, 007. No, 00786. , 4-3-3. 304. Thank you. Now, this is what I don't know whether, he has given. My email is Nanda, C-U-M-A-R @yahoo.co.uk. I think probably he would have given his email. [silence]
03:00
Speaker 2
Let me repeat your phone number. You said it's 0-7-8-6-4-3-3-0-4. 3-3-0 ? Mm-hmm. Mm-hmm. 3-0-4, okay. Thank you. May I also have your email address, please?
03:00
Speaker 1
uh, how do I know? yes, yeah. now, as I said, because... sorry, go on please. yeah. yes, yeah. when you say model number, is that the name? yeah. it says velop, V-E-L-O-P. or the model number, or sorry, model number is MX2000.
04:00
Speaker 2
Let me repeat that you said it's NANDA, C U M A R @ yahoo dot C O dot. Okay, so that means that you are... Go ahead. Yes. So, ah, based from your email, you are contacting from United Kingdom, right? Okay, thank you. Now, may I know the model number of your device, please? Oh yeah, MX 2000. Okay, thank you.
04:00
Speaker 1
[silence] Serial number is 50, hello. Yeah, 50, Delta, 10, Info Mother, 27, Echo, yes.
05:00
Speaker 2
mm-hmm. Mm-hmm. Okay, let me repeat that. So, that's 50 D for Delta, 10m for Michael 27e for echo
05:00
Speaker 1
No, I didn't hear. You went quiet, sorry. Yeah, hello. Yeah, I can hear you now. Yes, I can hear you now. Yes. That's correct. That's correct. Thank you.
06:00
Speaker 2
yeah, hello, can you hear me fine? yeah, the connection got cut off, but yeah, can you, you can hear me now, right? Hello? Okay, let me repeat again. I mean, let me repeat the serial number. Um, you mentioned earlier that it was 50 D for Delta 10m for Michael 27 E for echo 00156, right? Okay, thank you.
06:00
Speaker 1
Uh, I I can't remember. Maybe through Amazon. Maybe, maybe through Amazon or direct from you. I don't know. I can't remember. I I can't remember. It was BT. I turned it changed to Utility Warehouse a day ago. Utility Warehouse I changed the internet provider a day ago.
07:00
Speaker 2
Way to know. Where did you purchase this router? Uh, Amazon. Okay. And may I know, Mhm, yeah, may I know who your Internet service provider is? Utility. Oh, okay. Utility Warehouse. Okay. So, you changed ISP, right? Yeah. So if that is the case, I believe we need to reset. And rec
07:00
Speaker 1
That is correct. I spoke to them. The root is not responding, so they asked me to speak to you. Speaker 2 Speaker 1 Speaker 2 Speaker 1 It's at the moment a pinkish color. Sorry. It's permanently pink, not blinking. Okay. How many? [silence]
08:00
Speaker 2
configure your router, since you changed your internet service provider from BT to a different one. so, Oh! Okay, yeah. yeah, you you need to speak to us so that we can help you with your router and may I know the color of the light on your router right now? pink-ish color. is it solid pink? is it solid pink-ish color or is it blinking? Oh, okay. If that is the case, it means that it is ready for setup so we can set it up. may I know how many nodes do you have in total? How many nodes do you have? only one. Only five? router, or do you have two Routers or more? you only have. You have only two? Okay, so you have [silence] three? Okay.
08:00
Speaker 1
The third one is. The third one is That's also flashing red. So how do I do that one? Do you want me to bring everything to one Place? Okay. right, so unplug it and take it closer, yeah? Okay. Oh, Okay. one second. so [silence] sorry about this, so I'm coming in. [silence]
10:00
Speaker 2
mhm. I You see can you gather all those routers together, so that we can set them up all at once later? Correct. Bring everything to one place, make sure that they are close with each other. Correct.
10:00
Speaker 1
Okay. How are you this morning? Good. Yeah. Well, you know, then this goes wrong, he can't do anything. So I'm frustrated. Sorry. No, no, no, no. No, no, no. You don't have to apologize. You are helping me. You don't have to apologize. Okay. Um, yeah. Uh, let me plug this one by one. Give me a second, please. And uh, where are you this are you in are you in the Philippines. Oh, lovely. Nice weather enjoying it. Yeah. Oh, wow. Okay. Yeah. Are you in Manila? Are you in?
11:00
Speaker 2
I'm doing good how about you? Oh, I, yeah, I apologize if you feel frustrated right now, but you have, okay. Oh, yeah, your call has been routed from UK to the Philippines. Yeah. Yeah. No, we are uh,
11:00
Speaker 1
not that. So, many, many. other part, what is it called please? All right, nice, they're nice. I had never been to Philippines, actually, it's only, it's on our list. Yeah, yes, yeah. Uh, right, there. I had a friend. His name was it, he's retired. Now, he was working with me. His name is Ricky, and yeah, and, yeah, he, maybe he's from Philippines. I think, I, if I remember, I think he, he be from the southern part. Not sure. Right, okay, I got the first one, the second one. Let me do the third one.
12:00
Speaker 2
We're located in the southern part of the Philippines. Manila is in the northern part. What do you mean? Uh, we are in the island called Mindanao. Yeah. Oh, okay. You're quite far awa-
12:00
Speaker 1
OK, everything is plugged in. Closest to, you know, sort of right, OK, so the one connected to the, is, is not blinking, is pinkish, color, the other two are, are blue. One is, oh, both are blinking. They're both blue are blinking now. Yes, correct. pinky. Yes, correct.
13:00
Speaker 2
ok. ok. ok. ok. So one of your... uh one of your routers is is connected to the modem, right? ok. And that one is the one that has a a solid purple light or solid pink light? ok. ok, how about the other two what what is the color of the light on the other one?
13:00
Speaker 1
OK. it it was blue now one has turned into red and the other one is blue. red is flashing blue also reds flashing is it blinking? yeah yeah now both of them are blinking red OK that one by one yeah yeah OK yeah OK I'm doing the first one
14:00
Speaker 2
Okay. uh flashing blue means that it is still booting up so let's wait. uh oh it's blinking now blinking blue right? Yes. Okay. blinking red means that those routers are not connected to the network. So what we can do with those two nodes is to reset them okay? Okay. um to reset them you need to press and hold the reset button underneath it for 20 seconds. Yeah one by one. Correct.
14:00
Speaker 1
okay the light has gone off the light has gone off okay the light is the light has come on come on blue okay okay okay so can I release the reset button now on the first one yeah yeah so that's flashing I don't understand that functionality in the manual so I'm interpreting what that might actually be saying
15:00
Speaker 2
Okay. Yeah, let's, that's good. I'm, wait, for two minutes to see the final status of the light, and then while waiting for okay, yeah, blue means it is booting up okay. Please wait up to two minutes to see the final status of that light. And then while waiting, you can reset the other one, press and hold the reset button for 20 seconds. Yes, um, you have to press and hold for 20 seconds only. I believe it has gone 20 seconds, so you can release it.
15:00
Speaker 1
I'll go to the other one now. So that light has gone off. Shall I release the reset button? Okay. Thank you. Okay. The second one has oh both of them are blinking. Now one is blue and the first one is gone pinkies. So one is pink. One is [silence] blinking blue. I'll go to the other one now. So that light has gone off. Shall I release the reset button? Okay, thank you. Okay the second one has both of them are blinking. Now one is blue and the first one is gone pinkies. So one is pink, one is
16:00
Speaker 2
go ahead yes, if you have held it for 20 seconds you can release it. [silence] is it thick?
16:00
Speaker 1
Solid pink.
17:00
Speaker 2
Okay, is it solid pink or blinking pink? Oh, okay. That's great. It means it is ready for setup. How about the other one? Okay, let's wait a little longer for the other one, okay?
17:00
Speaker 1
Okay, the other one has gone solid pink. All three of them are solid pink now. Okay. Yes. Correct? Yes, yes. So right? Sorry, I didn't get your name. What's your name, please? Dennis. Hi, Dennis.
18:00
Speaker 1
Yeah. Thanks. Thank you very much so far. Thank you. uh, uh, yes, the router is connected to the the wall on the modem, you call it a modem, is it? and the other one is connected to the computer yeah, yes, yes. internet port, yes. and one and the other one is connected to the desktop computer who Who many?
19:00
Speaker 2
You're welcome. And let me ask again, is the router connected from the internet port of your router to the LAN port of the modem? Oh, so it is attached. it is it is attached to the patch and the wrong? to the Ethernet port? okay, on the wall. okay, okay. How many Ethernet ports do you have on the wall? Ethernet ports. Uh, you mentioned that there is
19:00
Speaker 1
If you call that is a modem that's attached to the wall. And the connection is given from that to the router. From the router to the computer. Another connection. No, it doesn't. I tried that. And and they and the connection on the wall. There are green lights, one of them is flashing. Out of three.
20:00
Speaker 2
The desktop is attached? Is it attached to the router or to the wall? Okay. And how about the computer? Is it plucked into the router? Oh, okay. I see. But have you tried the connection on the ethernet port on the wall? Uh when you connect your computer straight to it, can your computer go online? Oh, okay.
20:00
Speaker 1
One is flashing, one is blinking. Well, I don't know what you call that, is provided by the what you call the utility provider, which is connected to the wall. I think that's what it's called modem. I think I think that's the modem. And the modem has got three lights, two green lights permanently on, and the one in the middle is blinking. That is correct.
21:00
Speaker 2
So are you saying that there is a device mounted on the wall? Is that what you are saying? Or there uh a wall patch? Okay. I see. Okay. So, you have tried connecting your da to that particular device but your da cannot go online. Is that right? I see. So, what we can do right now: we will try to
21:00
Speaker 1
[silence] Okay. Now they tested that one and they said it's working. No, no, no, no, no, no, no, no, no, no, no, no, no. Not the computer. They test that modem and they said it's working. What is not working is now the router which need the new password they are given. So we need to put the new password then it will work.
22:00
Speaker 2
set up your router, um, the quickest possible, but if we are not able to obtain internet connection coming from that particular wall or that device mounted on the wall, um, you may need to contact your internet service provider. Probably they need to do something about the device mounted on the wall, okay? What do you mean about password? Um, is it in email form? The password, uh, is it in email form? Okay.
22:00
Speaker 1
The password for they said. Ah. Yes, correct. Yes. Yes. Okay. Yes. Silence.
23:00
Speaker 2
Did they Did they give you a username and a password? Oh, okay. Um, is your your username in the form of email address? And you have your password with you, right? I see. Now, probably we need to do something to on the router to make it online. But before that, um, we will need to access first the user interface of your router, so that we can input the username and the password that was provided to you by your internet service provider. Okay? Okay, okay. Um, you mentioned earlier that your desktop is plugged into the router. Uh, right. Can you launch a browser on your desktop and then [silence]
23:00
Speaker 1
yes. yeah, but my the internet is not working. So Okay. Okay. so. my router m y R O U T E R my router, yeah. yeah. yes.
24:00
Speaker 2
and what are we doing? are trying to access the internet yet? We are trying to access the user interface okay so by entering the link dot k just effective, which is my router.LO, Color for your router we're not yet connected to the internet. RO.
24:00
Speaker 1
It says, Linksys, why am I getting a warning when I tried to access my router settings in a browser? It gives the router's name Linksys. And then it says, why am I getting a warning when I try to access my router settings in a browser? Many users are trying to access there's a there's a page of information. And it says on the middle, with a box your connection is not private. Yeah,
25:00
Speaker 2
and then, what do you get when you hit enter? I'm sorry. yes [silence] Oh, okay. Can you scroll the page down and then look for an option like any advanced [silence]
25:00
Speaker 1
What button? Advanced. Oh, it's okay, now it says Google Chrome click advanced to procede. Your connection is not private. OK, no. And yeah. Yeah, so what do I do next, you have to tell me. It says back to safety. It's no, that's what I'm telling you, please. It says your connection is not private. Then it says it's highlighted in blue back to safety.
26:00
Speaker 2
[i'm do you see notice] like [i'm advance] what browser are you using by the way is it on google no next yes go ahead do that uh and hit proceed that that's fine because we are not connecting to the internet we are connecting to the router it is not a website uh that warning is expected what do you see um uh do you have a link to proceed anyway [silence]
26:00
Speaker 1
Or turn on advance protection to get Chrome's highest level of security. Advanced. Okay, this, this server could not prove that it is Linksys smart Wi-Fi dot com. Its security certificate is not trusted by your computer operating system. This may be caused by misconfiguration or an attacker intercepting your connection. Proceed to Linksys Wi-Fi dot com. Unsafe. What proceed to Linksys here. Okay. Okay. Now I'm in a page. It says.
27:00
Speaker 2
Anyway, what else do we need to see? Aside from those, can you hit the advanced button? [silence] Yeah, please hit on that link. [silence] Yes. Please hit [silence]
27:00
Speaker 1
Download Ink. The next key app for setup polar store or Google play. Yes. Right. That says there are two pictures. Home Wi-Fi, that's the one. Yeah. Yes, it says 12 devices and three modes. That one? Yeah, yeah, that's what I said. That's what I said. Yes, that's what I said. Yeah. Yeah, I'm just waiting. It says one moment.
28:00
Speaker 2
Okay, do you see a picture of a phone? Okay, can you, that picture is clickable. Can you click on it? No, no, no. Yeah, the picture of phone, the phone picture. Do you see a phone picture? Click on the phone. No, no, the phone. The smartphone picture. Please click on it. Did you click on it? Okay. What happens after you click on it?
28:00
Speaker 1
Ok, it says sign in login with your router password. So it Admin. Yes ok, Admin. Yeah, I mean what ok. And sign in, click sign in. Ok, yeah, we have updated our password requirements to be more secure. Please create a new one. Hello.
29:00
Speaker 2
Oh, okay. Yeah, the router password is admin, by default. Can you type it in? A D M I N. Yes. Yes. Just admin, all in lower case. Yes, please. Yes, please. Follow the requirements. You have to reset the [silence].
29:00
Speaker 1
OK, so, now it's asking the admin password. So, what, just just just put any password now, yeah. That's fine. That is what I asked you please? I'm a layman. You have to be patient. Now, now let me ask you the question again, please. Do I put a random password or the password given by the utility provider? Right, random password, yeah? OK, OK, OK. So, so basically, it's not anonymous. OK, so, so now what? Now what? Now what, doesn't it? Basically, we're over. So, we don't go anywhere anymore. Unless that time is actually accepting to break the glass. Normal supplications. Okay, so, so, just have like as an external switch, yeah? Okay, okay.
30:00
Speaker 2
Password, by default, it is admin, but you need to use a time, it and make it your own, okay? No, create your own password. It is asking you to change the, rather, password, that you can create your own. Yes. Yes. I, yes, I answered, yes. No, it? It has to be created by you, okay? Yeah, the password that you would want. But please make sure that you are able to memorize it, okay?
30:00
Speaker 1
at least ten characters, okay. Okay. okay I got a. It says on the left hand side, smart Wi Fi tools, device list, guest access, parental control, priority speed check. No no no no no. I have come to a page, it says Lynsky smart YT.
31:00
Speaker 2
Okay, so you are now able to log in, is that right?
31:00
Speaker 1
Phi. So you have to tell me what do I do now? Yeah. Okay. Yeah. Connectivity. Yeah. Internet. Internet settings. Yeah. Yeah. Okay. Okay. One second. Edit. Yes. Yeah. Edit. Sorry. No. Okay. Your phone has much lowest. I'm just, okay. I see what you're seeing now. I think you're gonna have to enable our nursing policy on your. Phone, it's really long text. I'm not gonna read that there. You might want to click that and go through that step by step if it. If I leave you. Yep. Yeah. Okay.
32:00
Speaker 2
yes yes yes yeah it means that you are able to log in because you are seeing that page um okay by this time we need to enter the username and password that your internet service provider provided you um can you click on the connectivity and then click on internet settings do you see that internet settings yes and then you see edit link below IPv. do you see that okay now select [silence] youtube yep okay
32:00
Speaker 2
Are you done typing in the username? Okay, take your time. [silence]
34:00
Speaker 1
And the password, the password. Yes. Yeah. Yeah. Thank you. Okay. Then what? It's asking, I've done that. I've done the user and the password. Apply button. [silence]
35:00
Speaker 2
Yes, a password that was provided by your internet service provider. OK. Right now, um you can click the apply button to save the changes.
35:00
Speaker 1
Yeah. Yeah. Applying changes okay shall I say okay. So it has gone back to the connectivity okay okay yeah okay done that. [silence] [silence] with the Wi-Fi settings parental control guest access link key own networking device list priority these are on the right hand side .
36:00
Speaker 2
for the small link labeled as C.A.C. for Charleen A. for Apple. It is located at the lower right corner of the page. Do you see it? It's highlighted in blue. It's very tiny. Yeah, but below that, there are small links highlighted in blue. One of them is C.A. Would you scroll down the page?
37:00
Speaker 1
Yeah, I'm right at the bottom, which is the last one is guest access. [silence] It says in the in the user license agreement privacy statement third party license OCLA private, okay, okay, got CA. Yeah, click on that. Thank you. Sorry about that. [silence] Sorry Denise. Yeah. [silence] Okay. Yeah. Okay. [silence] Click on connectivity. Yeah. Okay. [silence] Okay. [silence]
38:00
Speaker 2
we gotta go down. Yeah, you can. Yeah, those are widgets. But below that widget, below those widgets, you can see small links highlighted in blue. Right. Yes, click on that. Not a problem. After clicking the CA, you'll be back on the same page. Now, click on connectivity. Okay. Now, look for CA router setup. Is it one of the tabs at the top?
38:00
Speaker 1
Yeah. Okay. Click on that. Okay. Right. Okay, I'm in a different page now. It's asking for, please set up your Wi-Fi SSID and password. Oh. So now this is a totally different one, I can set up myself. Is that what you're saying? Okay. Right. Okay.
39:00
Speaker 1
Okay, right. Okay. Now the SSID does it have to be capital, small letters or right. Okay. And the password, um, can be alpha characters, just alpha characters or
40:00
Speaker 2
you. You must create it yourself, so this is going to be the wireless password when you are trying to connect your wireless device to the network, okay? It doesn't really matter as long as there should be no special characters and make sure that you are able to identify them yourself in the future, okay?
40:00
Speaker 1
We haven't recorded yet. Great. Okay. OK, thank you.
41:00
Speaker 2
yes, it doesn't really matter as well, as long as it is a combination of letters and numbers, no special characters, please.
41:00
Speaker 1
Shou press apply or okay? Oh yes setup node. Click on that. [silence]
42:00
Speaker 2
Please hit the setup nodes button. Do you see that? Yes.
42:00
Speaker 1
OK, applying changes. Your router is applying changes. [silence] Waiting? [silence] Thank you, Denise. [silence] Root not found. You are not connected to your router. [silence] [silence] It stays here. retaliate. It stays? [silence] It says retries - Retrier shall I retry? Oh, it's - Oh, it's gone to the connectivity now. [silence] Yeah, connectivity. Yeah, connecting to
43:00
Speaker 2
click on set a node. That is expected because the change settings so what you can do is to refresh the browser. Okay or go back to it. Um you can close the browser and you can close the browser and relaunch it. Yeah go ahead. You can retry. Oh you're back on the page. Okay that's great. Can you go back to see a water setup under connectivity or are you back there?
43:00
Speaker 1
[m] I'm I'm back on connectivity. [m] Just did it on its own. Yeah. No. No. I am on connectivity now. [m] [m] yes, [m] yes, [m] it's not highlighted. Uh [m] It's sorry. [m] It's a message saying what? [m] It says if we are [m] oh [m] It says able to not found. [m] the message came. [m] [m] Again, it keeps coming now. [m] unable to not found.
44:00
Speaker 2
How about the CA router setup tab. Is it? Are you there or not yet? [silence] Yes, under connectivity isuh CA router setup is it the one that is highlighted? Okay, so do you see there uh a message that the master node has already been configured. The raw is not found, okay. Yeah, can you please?
44:00
Speaker 1
Right. How do I, how do I close it? Okay. How do I relaunch it? Right. Right. Oh. Right. One second here. So Google Chrome. Yeah, okay. Right. What do I do Google Chrome.
45:00
Speaker 2
to browser and relau cher
45:00
Speaker 1
my my router sorry dot local yeah local yeah low cal yeah okay
46:00
Speaker 2
.local. L O C A L. correct. yeah. huh. [silence]
46:00
Speaker 1
Sorry, it's very slow. I don't know why suddenly[silence] two of them are solid pink and one of them is the one connected to the modem is red. Yeah. Oh, sorry, my router didn't, yeah, it didn't work. You know, still trying it. Shall I try a different browser?
47:00
Speaker 2
That is fine. But mate, you know, um, have you seen the light on this router? Uh, did, did the light change? Is it still solid pink or is it already solid blue right now? It's solid red. to... What you can do right now, let's, let's try to... Can you try to reboot your router?
47:00
Speaker 1
Okay, yeah. Yeah. Yeah.
48:00
Speaker 2
Unplug it from the power source, and then wait for a minute before you plug it back in. Okay? Okay?
48:00
Speaker 1
He's come on solid blue now. Blinking blue. It's blue. Blinking blue. It's blinking blue. hello yeah yeah it's blinking blue Oh Okay I am coming to the the the yeah it's blinking blue right Okay now the computer has come to the page links cable shall I go to the advanced page now or No it's it's come to the page saying links cable why I'm getting warning so I'm on the bottom page now to advance continue your connection is in private so go
49:00
Speaker 2
uh es ensi here how is it going uh blinking blue means it is still booting up so let's wait um a few more minutes like um two minutes okay oh are you on the same page uh or oh yeah go go to it but yes go to it [silence]
50:00
Speaker 1
to advance continue to my Wi-Fi yeah okay yeah I got the front side photo click on that you yeah okay and enter the password for your router yes.
51:00
Speaker 2
Okay. Yes. Yes. Yes. Click on the phone picture. Correct. The password that you created earlier, when you log in by Admin, remember, you were asked to change it. Do you still remember that? Okay, take note of it, okay?
51:00
Speaker 1
incorrect password oh dear huh Now the admin pass. That mean password ID. Yes, yeah. that's not working now All right. Shall I reset it or no? Oh, dear me.
52:00
Speaker 2
Did you take note of the password that you created earlier, when we tried logging into this interface? (D it... Yes, the administrator's password. It's not anymore admin. You changed it earlier.)
52:00
Speaker 1
No. Yes, I did. Uh. Oh.
53:00
Speaker 2
So the password that you created earlier is not working. Did you take note of it earlier? Maybe. Try it one more time. Make sure to, because that is case sensitive. So make sure to type it in exactly as it is.
53:00
Speaker 1
DMA sorry it's not working uh DMA
54:00
Speaker 2
Ok, If the password that you created did not work, can you try ?
54:00
Speaker 1
okay. oh dear me. sorry about this. okay. enter recovery key one two three four five submit that key doesn't work f508 466 study Alright. okay.
55:00
Speaker 2
by the admin instead admin if that does not work still we don't have any other choices but to reset it and do the configuration all over again okay
55:00
Speaker 1
I didn't mean password so I'm just going to do it again. Yeah. Unexpected error: 2298 Hello, double two nine eight.
56:00
Speaker 2
I'm sorry, double tube. I see, I'm can So you only receive this error after trying to use the password that you
57:00
Speaker 1
no after putting a new password no just now now you know the password didn't work out so you asked me to reconfigure everything I put admin with a new password I have put a new password and oh I'm pressing reset it's coming as 2298 yes yeah it's it's asking for it's asking for a create a new password and a in
58:00
Speaker 2
Created earlier right.
58:00
Speaker 1
So, I have put a new password and if I press reset. It did. I put the recovery key. I passed that all that. I put the recovery key from the router. It worked. And it asked me to put a new password. I put a new password. But if I put reset, it says. Wait a minute. I press the reset again. Let's see. Oh, okay. It worked this time. Okay. I'm on to connectivity troubleshooting. So shall I go to connectivity now? Yeah. Yeah.
59:00
Speaker 2
it did not ask you to enter the recovery key. Oh, okay, okay, okay. Oh, you're able to log in. Okay, that's great. Yes, please, go back to. Before that. Can you please change
59:00
Speaker 1
Yeah, click on that. Yeah, okay. Yeah, I have clicked on that. Go back to connectivity here. here click on that yes it says your master node is now configured is red [silence] it's [silence]
60:00
Speaker 1
Dark Red. Yes, solid red. Internet settings. Yes. Yes. Yes. Connect me. Yes. Okay. Yes. Yes. Okay. Yes. You're routing. Yes. Your route, they supply changes. Okay.
61:00
Speaker 2
Still red? is this a solid red? no? not connected to the internet. Can we remove the username and password that we set up earlier? Because the connection type is not this one so. Go back to internet settings. Vel cro with me. And then go back to IPv4 and hit edit. And then please select Select a connection type this time select automatic configuration DHCP after selecting that hit on the apply button. And then hit okay. [Silence] [silence]
61:00
Speaker 1
Yeah. Okay. Now it's still red. It's gone backwards to the connectivity page and the router is still red. Troubleshooting. Yeah? Okay. Okay right. I got here. Troubleshooting. Name of the device top Mac address.
62:00
Speaker 2
okay after that you can close that page by hitting the okay button okay and tell me if there is a change on the light of the router after doing that Okay. Can we try to close the connectivity page and then click on troubleshooting? Yep. now click on this
62:00
Speaker 1
Sorry, click on. Sorry, click on what? hang on. report yeah. okay yeah. yeah. sorry tell you what uh firmware version is one dot one dot seven dot two one zero four six nine
63:00
Speaker 2
[silence] Yes. [silence] [snore] status. [silence] And [silence] below the status [silence] tab, [silence] do you see report? [silence] That report is clickable. You can click it. Can you click on it? [silence] Okay. Tell me the firmware version please. [silence] Firmware version, [silence] under router information. [silence] Okay. Thank you. Let me check if this is the latest firmware. Okay? [silence] Hold on just a second. Upon checking, the firmware version of your router is actually up to date. So, we already set it up. It's been configured as a master node. It should connect to the internet but the light is still solid red. We configured the username and password that your internet service provider provided you, but I believe it doesn't work because after removing that setting, the your router could not connect to the internet still. So, we will try to reboot your router one more time. Wait a second. Let me just check on something.[silence]
63:00
Speaker 1
Okay. Right. Okay. Nothing? Yeah. Sorry, go on. Yeah. Yeah. Yes, okay. Yeah, I'll do that one. While you're on the phone, I'll ask this question because we spent a lot of our time. Okay. Yeah, yeah. Right. Okay. That's my son's number. He's flying at the moment. Can you take down my number please? 0 7 9 9 1 8 0 5 1 8 0.
65:00
Speaker 2
Please. Yeah, you know how to reboot it? Just unplug it from the power source, wait 10 seconds, leave it off for 10 seconds before you turn it back on, okay? Yes. What is your question? Oh, yeah. Um, let me... Please confirm your phone number again. Um, your phone number is 07784, I86433304, is that right? Oh, sure. Not a problem. Why is it? [silence]
65:00
Speaker 1
Eight eight seven eight five two four eight six. That is correct. Yeah, from the perfect. Okay. Yeah. It has come solid blue. [silence]
66:00
Speaker 2
07 887 852 486 let me repeat that you said is 07 887 852 486 right okay thank you do you reboot the router or what is happening now please check the light on the router after reboot um let me know if there is any change or not
66:00
Speaker 1
Now the blue is flashing. The blue is flashing now. OK.
67:00
Speaker 2
Okay, uh, like what I mentioned earlier, um, um flashing blue means it is still boiling up. So let's wait, um, few more minutes and they'll stop flashing in blue. Let me know the final status of the light after two minutes. Okay?
67:00
Speaker 1
Okay, it's gone solid blue now. It's gone solid blue now. Yeah, it's gone red. And the modem, the middle, the modem middle one is flashing.
68:00
Speaker 2
Solid blue now solid wait a little, I mean, Let's give it one more time. Let's give it another minute to see if it will stay in solid blue solid blue, it's gone red. Okay let me.
68:00
Speaker 1
Yes, yeah. Yeah, let me, let me get that one. One second. yeah. Yes, yeah. Yeah, let me, let me get that one. One second. [silence]
69:00
Speaker 2
So that modern is mounted on the wall, right? Do you see any information regarding that product, like it's model number? Okay.
69:00
Speaker 1
hellohuh[silence]
70:00
Speaker 2
yes I'm here Yeah, do you get any information?
70:00
Speaker 1
it's property of open reach and there is a serial number or it's a number [silence] yeah, they are there provider of the yeah, they are their provider of the yes, they are they going provider.
71:00
Speaker 2
Open reach. [silence]. How about model number? Do you see a model number or not? No. okay. Hold on. Let me see. So you said it's it could be the brand, open reach. Um, let me see. Open Reach. Oh. Okay. Right. Do you have an option to reboot this modem as well? [silence]
71:00
Speaker 1
Well I can do the same thing as, same thing what we had done to the router I E um so, yeah, shall I do that? Yes, yeah, that's what I thought is yeah. yeah right right yeah okay, yeah [silence]
72:00
Speaker 2
yeah, can we can we reboot that yes, and then let's reboot the two devices, the modem and your router, unplug the power source of this modem, this open reach modem. and then unplug also the power source of your router. and then let's wait a total of 20 seconds before you plug them back in. you can plug in the open reach modem first, and wait for the lights on the on that modem to got stabilized. and after you have seen the lights are stabilized, that's time that you can plug in or turn on the router, okay.
72:00
Speaker 1
Okay, I change the... Okay, I turn the... I turn the call it modem or whatever. So one light is flashing green. The next light has come on red. The first green line has gone solid. Second, second green light is flashing. That's it. [silence]
73:00
Speaker 2
ok, mm, mm,
73:00
Speaker 1
Shall I turn the modem router on now? Yeah. Router yeah. Okay. Now this the same as before is the.
74:00
Speaker 2
Yes, please. You can turn on the router or the router. From the character, The Right is aging.
74:00
Speaker 1
Out of the three lights, the middle one is still blinking green. Okay, the router has gone silly grid Yes, they did. They said it's all connected okay. It's just my... No, you can't. No, no. Because the computer is connected to the router. Yeah, I tried that one. OK, let me do that one now. Yeah.
75:00
Speaker 2
solid red again solid red means that is not connected to the internet um when you when your modem was set up by your internet service provider um they mentioned that your your modem is online but did they test the computer straight to the to their modem before or not so when the computer is connected to the modem the computer can go online. now can we bypass the router and connect your desktop straight to the modem is that possible okay go ahead
77:00
Speaker 1
Okay. Okay. I am connected straight from the a modern to the desktop. Yeah. No. No. [silence]
78:00
Speaker 2
Okay, can you check if your desktop can go online? This is what you can do since we're not able to connect your router to the Internet. We already set it up using the username password that your Internet Service Provide provided you, but it did not work. And then we tried setting it back to automatic configuration to see.
79:00
Speaker 1
of the new H plant this is right yeah [silence] something so tell me the question again please guide what okay okay yeah
80:00
Speaker 2
If your internet connection type is automatic, not the P-P-P-O-E, which needs username and password. So, none of them didn't work. So, what you can do is to contact again your internet service provider and ask them, what is the internet connection type they are providing you. Ask them that specific question. Yes, what is the internet connection type you are providing me. If they tell you that it's P-P-P-O-E, so, we will reconfigure your router with your username and the password that was given to you. a But if they tell you that it's automatic configuration, we will configure your router using that automatic configuration. But before
80:00
Speaker 1
yeah okay Mm hmm right okay one second if it is automatic I have to make sure that my desktop can connect direct direct direct [silence] connect internet with my desktop
81:00
Speaker 2
uh, before you leave, make sure that your computer can go online straight through the modem. Okay? If the internet connection type is automatic configuration, if they tell you that it is automatic configuration, your desktop should go online while it's connected to the modem. But, if they tell you that your internet connection type is P-P-O-E, so your desktop is not expected to go online to the modem. But, if they tell you that it's automatic configuration, make sure before you leave them, make them, um, make your, let them make your computer go online first straight to the modem. Uh, go to internet, straight to the modem.
81:00
Speaker 1
Connect, or connect, connect, to the internet, yeah? To the border, yeah, yeah. [silence] Okay. Okay, okay, let me try that and, if it works then [silence] that's fine, otherwise, [silence] but I can either of them work, so that, oh, okay, if they, [silence] if my computer don't work, then they said, I need to factory reset my internet, my router, and can I come back to you? Yes. Yeah.
82:00
Speaker 2
Yeah. Yeah, Tom. Correct, correct. Yeah, is it if it is? PP POE just confirm your credentials if your username and password are all correct. Okay. Yeah, sure. Not a problem. Let me provide you your ticket number so that the next time you call, we can pull up your record right away and the next available technician will be able to know [silence]
82:00
Speaker 1
Okay. [silence] Thanks. [silence] Yes, I am ready. [silence] L for Lima. [silence] Yeah. [silence] Yeah. [silence] Right, let me repeat that. [silence] Lima Tango Sugar 00132194. [silence] Okay. [silence] Thank you very much, Denise. [silence] Let me sort out this here.
83:00
Speaker 2
What has happened today, so that they will be- they will have a background of what has happened and they will continue uh where where we left off, okay? Okay. Your ticket number is are you ready to write it down? Okay, your ticket number is LTS. Yes, L for Lima, T for Tango, S for Sam. 0, 0, 1, 3, 2, 1, 9, 4. Correct.
83:00
Speaker 1
Thank you very much. Do you think the, just before you go. Do do you think the, uh, firewall protection is stopping it? Yeah, McAfee. Yes. Okay. Oh, that won't work without the internet. I'm just trying it. It just
84:00
Speaker 2
you'll most welcome. And thank you as well for your patience and for giving us the opportunity to serve you. For more details about our products and services, please feel free to visit our website, which is www.linxes.com/support. And, Ziva. this has been Dennis again. Thank you for choosing Linksys and have a great day. Goodbye. Okay. do you have a firewall as well on your desktop? Oh, yeah. Let's try it. Can you disable the firewall protection?
84:00
Speaker 1
it so probably that works IP address now do I do windows Windows 11 yeah how do I find out that system and security I think it's Windows 7 how do I check that you
85:00
Speaker 2
Right. But do you get an IP address from your desktop? Do you know how to check the IP address? Yeah, what's the operating system of your desktop? Windows 11. Hold on just a second.
85:00
Speaker 1
yes yes W I N yeah yeah yeah Windows of slowing yeah. Sorry. Sorry. No, it is wireless capable. [silence]
86:00
Speaker 2
Windows 11. Okay. Hold on. Your desktop is not wireless capable, right? It's only wired? I'm asking about your desktop. Your desktop is only wired computer. It's not wireless capable. Am I right? [silence] It is. Is it? Oh, okay. So, can you try going to the settings?
87:00
Speaker 1
uh I W I W can I go to, uh, yeah, okay, yeah. where do I go? yeah. yes I got network sharing center internet options yeah? it says unidentified network on the left hand side right hand side access type no network accessconnection Ethernet.
88:00
Speaker 2
uh if your windows 11 then sorry go to setting try to go to network internet it that option okay and then see under network and internet uh can you go to network and sharing center okay under network and sharing center what do you see also you you will see your icon for local area connection and install
88:00
Speaker 1
unidentified network. Yeah, on the left-hand side. And underneath there, it says . Yeah. Oh, okay. A separate additional one. Okay. Yeah. And the minimum, okay. Okay. Why do you think I have to do that one when it was working just fine before?
89:00
Speaker 2
Well, then it's unidentified. Right? I see. Can you try to, uh, do you have an extra Ethernet cable? Can you try to replace the cable between your desktop and your modem?
89:00
Speaker 1
work on for for just asking Jester achievement that I get that someone is actually pay for this sense that a distance or whatever three fifty five
90:00
Speaker 2
uh this is only for isolation purposes to see if it has something to do with the Ethernet cable.
90:00
Speaker 1
Yeah, I'm trying to do it. Give me a second, please. Yeah, yeah, I'm trying to do it. It's not easy. Give me a second please. Oh! Jesus Christ. Oh, oh, that can ick excel. Can you give me a second please? I'm trying to do one thing. [silence]
93:00
Speaker 2
How's it going? If you are having a hard time, you can probably just go ahead and go. Sure. No problem.
95:00
Speaker 2
Yeah. You have all the time you need. Yes. Yes, I'm here.
96:00
Speaker 1
currently not connected to any networks. That's no good. it says currently not connected to any networks. Yeah, I, I, I'm doing it. Please give me a second.
97:00
Speaker 2
Do you still see the Local Area Network on your desktop? Did you check if the desktop is wired straight to the modem? Sure, not a problem. Take the time that you need.
97:00
Speaker 1
Yeah, say connect. So you're not connected. So Yeah. Okay, I'll ring them. Okay, thank you. Well, I don't know what to do. So, I don't know what to say. So all my connections are now, I just got Bootleg back. I'll be firing up. Uh.
98:00
Speaker 2
Yeah, I believe we need the help of your internet service provider this time. So the desktop is still not connecting to your modem right? This... you're most welcome and we apologize for what has happened. So so is there anything else that I can help you with before we end this call? I understand. Yeah, we need to we really really need the help of your internet service provider to double check your modem. And as I've mentioned earlier, please do not forget to ask Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Yeah, I believe we need the help of your internet service provider this time. So the desktop is still not connecting to your modem right? This... you're most welcome and we apologize for what has happened. So so is there anything else that I can help you with before we end this call? I understand. Yeah, we need to we really really need the help of your internet service provider to double check your modem. And as I've mentioned earlier, please do not forget to ask
99:00
Speaker 1
Of course. Yeah. Yeah, okay, thank you. So, yeah. You know, what did you say of your website? Can you send me a link of that, please? Oh, can you email me please
100:00
Speaker 2
uh especially the uh internet time and then if you have found out that your modem should provide you an automatic configuration dash dhcp, your computer should be online straight to the modem. And do not leave them without your computer getting online straight to the modem. Okay? Your most welcome and again, like I mentioned earlier, feel free to visit our website for more details and that is www.com/s support. This has been Dennis again Ziva, uh have great day and thank you for choosing this. Goodbye. Oh yeah, I apologize for that. We are in... Let me see what I can do. We are actually are [silence]
100:00
Speaker 1
Okay, please, yeah, I couldn't take it down. Sorry, I'm under the desk doing. Sorry. Thank you. Good. Thank you. Bye. Hello. Hi. Hi. Yeah, thank you very much. Okay, thank you. Thank you. Thank you. Bye. Bye. Bye.
101:00