Speaker 1
This is L-N-Csex technical support calling. This call is recorded for Quality Assurance. Please hold as we connect you to a specialist. Hello. This is Eric from LXC's customer assurance team. Can I speak with Kathy Raily? Hello, Kathy. Thank you for answering my call and can you hear me okay on the line? Thank you. By the way, this call is recorded for Quality Assurance purposes. Okay. So, Kathy, I'm here to do follow up regarding the case, that was escalated to our Level 2 department regarding your LXC E5430 device. And may we ask if is this the best time for us to discuss and troubleshoot your device concern? Thank you. Okay. So, uh I will just need to double check information before
00:00
Speaker 2
This call is recorded for quality assurance and will hang up as we collect. Hello, thanks Lawrence. And I'm here to do, you know, I can hear you. And that's fine. Right? Yes? Hopefully we'll get a fix. Yes. [silence] Right. Yes. Hopefully we'll get a fix.
00:00
Speaker 1
So your issue here, based on the record, was just password issue. But eventually, the previous technician has realized that your router is not providing any internet connection. And it's also shown here that your computer connected to the router is not getting any wired connection at all. You're getting like X mark or network cable unplugged. Am I correct?
01:00
Speaker 2
right uh, yeah, I'm not able to, you know, when you try to google something, it it's not letting me to uh, when I try to enter something, it's not uh, bringing it up.
01:00
Speaker 1
This device was working fine before until just today. So I understand that, uh, based on the record, uh, your, the previous technician was able to verify that it's just about the password, okay? But, uh, eventually, there's no power, even your modem doesn't have any LED lights or not on. Am I correct with that one? Okay. I appreciate that. So, if everything was working fine before, it's just about the password, uh, this password that you're referring here, is it connecting another wireless device and you need the wireless password from the router? Am I correct with that one? Mm-hm.
02:00
Speaker 2
yeah yeah. yes uh... yes uh... I have Roku and anyway uh... my Roku uh... start
02:00
Speaker 2
so it called um uh wireless uh Smithville and anyway he went through some several steps and he said that I would need to get uh to get the password to the router and put that in when it's asking uh Roku is asking for the password I would have to enter that is that correct? uh huh right this is working fine yes is working fine uh, before that, um, we had some landscaping done. Well, one of the, uh TV or the phone service wasn't working. So we called Smithfield because we have our internet our phone service through Smithville. And so they come and they fixed it. Well, a day or two later, my husband was out in the shed and he realized that the phone wasn't working out in the shed. And so we called Smithville and they had to come back up and dig until they found where the problem was and they got it fixed. Well, that night, which was last night, when I was trying to watch, um, the Roku, it wasn't working.
03:00
Speaker 1
Okay. Let me understand your concern properly, Kathy, so that I'll be able to provide you the best solution. Okay? Because you're actually like handled now by Level 2 Department. We are more experienced than the Level 1 Technician, okay? But in in any concern, if you don't fully understand your case, then we may not be able to provide the best solution, okay? So, in order for us to make sure that it will be a lot faster, please bear with me if I'll be asking, like, relevant questions, okay? So, thank you. So, we understand that Roku, your other devices are just what we called end devices, okay? Either you can't
05:00
Speaker 2
So that's why I called Smithville. [silence] That's why he's... Yeah, that's fine. [silence]
05:00
Speaker 1
connect to your Linx's routers E5400 either via Wi-Fi or via wired, okay? Because you have four LAN ports there. You can connect wired devices, and it also has wireless signal for you to connect wireless devices both on the 2.4 and 5 GHz, okay? But our main concern here is not why the internet stopped working on your devices okay? So, the the probable causes why the internet connection stopped working with your Linksys router is it could either be just the settings that was set up on your Linksys router that might have been changed or might have been erased, okay? Or, it could either be a software issue or it could be a hardware issue or a combination, okay? So, what we need to do here is we need first to make sure that I can verify your Ethernet cable or there might be an issue with the adapter of your computer because we know only disable the adapter. okay? But if it's disabled, it should show you that it is disabled and you cannot properly check okay? It should show that it's disabled. But I believe it is enabled. it's working because the error here is network cable unplugged. So there's a possibility that it might be on the LAN port of your Linksys router that might have gone bad or defective. But don't worry we can do some proper isolation and reset later on to make it revive. [silence] And once we have the proper connectivity then that's a good sign for us to move to the next step where in we can access the web interface of your router from where I can properly check the internet settings and we can then properly reconnect your modem from. Smithville. Okay. Then, once we have that connected, I'll be able to properly check. Then, once we have internet connection, then we're really going to solve the issue. But, as what I have mentioned to you earlier, if there's no connectivity from your router on the LAN side, then, it might be an issue either a hardware or a software. Okay? So, we will proceed first with our troubleshooting plan, okay? Because, once we have the router working, then, your other devices will just be going to reconnect either via ethernet cable if they're wired, or we can connect to the Wi-Fi using the Wi-Fi name and the password. And, I will also set your expectations just in case that we need to perform reset on your router. Whatever, settings that we had set up with your router before like your network name [silence] or SSD, and your password will be erased. But don't worry, your router will broadcast a default SSD, which is link sys and the last five digits of its serial number, we can connect to it. Then once we verify that you're online and that's the time that we can reconfigure the Wi-Fi. Whatever name you have put there, we can put it back. Whatever password you have set up before, we can put it back as well. So that all of your wireless devices will just auto reconnect to your router because it is set up. Oh okay, it's okay. Then we can just try. And, or we may just create a new network uh name instead. So that we can create your own router password and that's the one that you need to use. That to send an additional information. Okay. So, first things first, we need to make sure that we can access the web interface of your router.
06:00
Speaker 2
Well, I don't I'm not, I'm not sure sure what the password was before.
10:00
Speaker 1
Because that's the most important thing we can do to check everything. Okay? So, uh, Kathy, let's proceed first. I'll need to uh double-check your topology. Okay? So, I understand that you have the Smithville as your internet service provider. But I believe they provided you with their own device. we usually termed it as a modem. Do you have that device? and can you see it? and I believe uh based on the previous technician, it does not have any LED light as well. Okay. Is it an SR501 model, uh, based on the documentation from the previous technician? the model... Okay. So, if I may ask,
11:00
Speaker 2
Right. It's a a smart slash R G. SR 500 model. Yes.
11:00
Speaker 1
What's the brand of this modem?Is it Huawei?Is it Motorola?Is it Thomson?Do you have some brand of that model? [silence] Let me double check.Is that smart/B/R/G?Am I correct? Okay. So, if you want to understand this modem, usually modem is actually just a converter of what is your raw signal from your ISP, then the output is just an ethernet that our Linux router can understand or a wired computer can understand for internet. So, if I'm going to check, how many ports does this SR501 modem that you have? Like it should it should have like an input port, an output port. [silence] What’s the ad type? Is it omnidirectional? Is that included in this modem or you buy that separately by yourself? [silence] That's all we are looking out for just to understand the modem. [silence] Basically that's the primary function of the modem is just to translate the ISB data into LAN, ethernet, so that the routers and computers can understand and use it. [silence]
12:00
Speaker 2
I just say smart slash Rg. Let me double check. Is it smart then forward slash because then Rg. When your mother when you have to understand the modem? This normally is actually a converter of what is your raw thing off of the ISP. And the output is of the Internet. That's how we can understand it. Or our wide computer can understand that. So if I'm going to check how many ports that this sr 501 modem you have, like it just it should have like an input.
12:00
Speaker 1
Okay. For these ports, okay. Uh we understand that there's a port that is the same form with your link.
13:00
Speaker 2
um 2M's got the clips on them. One's yellow and the other clip is grey. And the other one is just like a little black skinny cable. [silence] [silence]
13:00
Speaker 1
just router. Okay. If you if you look at the back part or the rear part of your of your router, those holes, we called them as land ports or ethernets port, okay? Then is is it having the same form on your SR 501 modem? And may I know how many of those are available there in your modem? There's five on your on your modem, right? The SR 501 , amo I correct? Linksyc. I see. Thank you. Okay. So on your SR, so there are three. Okay. Because I'll set your expectations, Kathy. Uh, based on my experience,
14:00
Speaker 2
well I.. there's one two three four there's five no it's just three on the modem and there's five on the uh router yeah okay so on uh FR, so there are three okay great. See?
14:00
Speaker 1
we have like what we call dedicated modem, okay? They're just plain modem or basic modem. Only one input and one output, okay? Usually input, they differ. Like if it's a coaxial input, meaning your internet service provider is a cable type of ISP, okay? And if the input is like smaller than Ethernet, like a phone line, we term it as RJ11 because your Ethernet is RJ45. So your internet connection type is a phone line, okay? Then other internet service providers, their input is a very thin wire. We term it as a fiber optic, okay? Like a light as the source. But all modems, their output are still the same which is an Ethernet port, okay? So with your case, you have three Ethernet ports, okay? Which is uh, the one that we very. After this, does your modem have other uh ports there? Of course, there's a power port. Okay. Uh, but we don't include that. So, 3:00 uh, three internet ports. And if you look on your modem, does it have any other ports available, like a phone port or our or a coax cable port? [silence] Uh, yes, uh, there's an Ethernet cable port.
15:00
Speaker 2
Okay. The yellow one is going in the back of the router. The gray one is hooked up to the wall. It's got like a clip on the end of it.
16:00
Speaker 1
There's like a clip. Yeah. Because that's for locking that it will not uh dislodge from the port. Okay? So, the yellow port here.
17:00
Speaker 2
you think it has like a clip? yeah because that's a long and people are not uh disconnected from the okay? yeah so correct uh and the black one uh is plugged in to a um i can't think what they're called it's a long thing where you can plug several different things into it yeah like a switch thing it's got like four bones and it's plugged in into one of them
17:00
Speaker 1
Thank you. I appreciate that. So just just bear with me okay, because I need to understand your your devices before proceeding to the router. Okay. So. So technically speaking, your three ethernet ports here are color coded. Okay. So these are yellow port, gray port. and black port, correct? Thank you. So just to to double check, the yellow port of your modem is connected directly to the internet port of your linksys E5400, correct? Thank you. And this gray port, there's an ethernet cable connecting to it and going seeing to repair wall patch thank you and there's the black port and there's an ethernet cable connected to it going to a four port switch that four port switch is it all lenses brand or a different brand okay but don't worry the four port switch actually isn't an extension for you to connect more wired devices okay so but if since we're checking devices right now uh may I verify if you have the brand and model of that four port switch I believe you're on a speaker. What's the brand and model again of that four port switch? Is it a power Centri? P O W E R C E N T R Y? Am I right?
18:00
Speaker 2
Power Sentry. Let me see if you're on the speaker. Power. Sentry. Yes. Tell me if you're doing your work.
20:00
Speaker 1
Ah. Oh, oh. Is it E-S-E-N-T-R-Y? It's century? Century. Oh, I see. Thank you for the correction. Okay. Okay. I appreciate that. So, since these are your devices, we are actually drawing your topology. Okay? So, the computer that you have mentioned with the previous technician.
21:00
Speaker 2
sentury sentry yeah two words power and then sentry uh huh [silence]
21:00
Speaker 1
to where this computer connected right now? Is it connected to, directly to the Linksys E5400? Or is it connected to this power central switch? [silence] So your computer, [silence]
22:00
Speaker 2
I'm looking is 15 into the power center you switch and the other yes and the cable the gray cable is into is a if I could tell him it's one of those towers um, those long oblong towers you use for computers. [silence]
22:00
Speaker 1
ask how many computers you have here in total? Okay. And this is the same computer that you had provided to the previous technician right? Okay. And you mentioned that it is a gray colored cable that's connecting the desktop computer to the power century switch. Gray color cable, correct? Okay. Okay. Don't worry, Kathy. I'm now actually,
23:00
Speaker 2
one. right. yes. gray one is to the oblong power thing. And the black one is, uh, connected to the power switch, uh, power century, yeah. Who's ready? [silence] gray one [silence]
23:00
Speaker 1
drawing your topology, okay? For me to properly narrow down if we need to bypass something, if we need to disconnect something for us to just check the source of the connection, okay? Okay, so uh, as far as I have verified, okay? So, in your topology, the source of the internet is from your uh Smithville modem, which is the SR-5101 modem, okay? So it has three ethernet ports, and these are color coded, or these yellow, gray, and black are the color of the ethernet cables plugged into the modem. And he also matched them. Uh, a
24:00
Speaker 2
bend. Uh huh. near Black. colorful And yeah, they're what I got in. They they
24:00
Speaker 1
Alright, thank you. Okay, so, because I thought that uh, because there's actually labeled ports and they're color coded, but you you may use any color of cable as long as they're the same CAT 5E at the least. Okay? So, just to verify, this yellow port on your modem, the color of the Ethernet cable that's connecting the yellow port going to the Internet port of your Linksys E5400 is also a yellow colored cable. Am I correct? Yeah. Okay. Thank you. Then, this gray port that is uh on your SR501 modem connected to the wall patch, the color of the Ethernet cable is also gray. Am I correct? Um-Uh. Uh. Okay. And this black port of your SR 501 modem, [silence] connected to the four port power sentry switch, the color of the ethernet cable is also black. It's a black cable. Thank you. Okay. Since we are now able to verify the connection, I just want to double-check then. So, on this power sentry switch, we understand that this black port of from your modem is connected to the switch, okay? And your yellow port is connected to the E - 5400. Okay? So, your modem technically. [silence]
25:00
Speaker 2
Black port of your your SR500 network connected to the yellow port. and this one you are not able to verify the connection. I just want to you know, but the red port. I understand that the black, black? Yes. And you yellow port too? Okay. the be a valid way to connect Open the Euro future system or open up a router, okay? So, if I'm not mistaken, Can I have your model number please? Uh-huh. Three RAC-R54. Okay. So, you are working from those modes. So, you are into definers and that's why you have connected to the four core of the Ethernet cable. It's also high the be a valid way to connect open the Euro future system or open up a router. You're planning to connect to a router. Right, right. So, you know that it should work, the four core cable. [silence] SR500 network, which is the H26L 75. So it's working? Okay.
26:00
Speaker 1
is connecting... actually connecting three devices uh three connections. One for the link, for the wall patch and the third is for the four port switch. I wanted to understand this wall patch. Is this going to your room? Or going to another switch? That wall patch. Or this wall patch is the source? It's from the source itself? From your connection outside uh... like maybe connected directly to the ISP site. This grey port. [silence] Yeah, Casey. Okay. Thank you. So, I believe this wall is the source because I understand that like, we have uh different types of ISP even have the satellite. Okay. Then they have like a Poe injector. Then it then goes out from the wall and that's where the source is connected. Okay. But with your case right now, so this gray colored cable, since it's still an ethernet. Okay. So that's the one from the wall going to the modem. So technically speaking, this is your live internet source if we take it out directly. Okay. So I'll put it as the first.
27:00
Speaker 2
Wait a second. Uh, wait a second. I'm trying to, okay, yeah. Yeah, the, the modem, the smart RC is connected to the wall, the grey one.
28:00
Speaker 1
Connection, okay, so we have here gray, yellow and black, so may I ask, using this modem in average, there should be lead indicators, okay, because the purpose of the lead indicator is for us to know, if that device is powered on or not, functioning or not. Okay, so let's trace on this modem. We already identified the three land ports, but there might there a switch there or there's a power adapter port. Could you locate that for me, please? On the actual device. Uh, let me just check if I can search it because uh, on my system, I'm tendency like lock of accessing direct information okay but let me double check I'm trying to search your device okay wait for a few seconds S R 501 modem okay i was able to see information here wait for a few seconds is your device like color white your smart RG SR 501 is that white color device like like and like rounded edges
29:00
Speaker 2
[DOWNWEIGHT] When I look to see if, what you want, helps me, it's going to be. Uh-huh. If you call or email, like, what color, like, I know what you're looking for, when you say white collar, do they check that on when they're making a report? It's white on the. It's white on the front.
30:00
Speaker 1
White on the front, okay. I this might not be the same. I'm trying to search it on the Internet. Okay. So the one that I. If I may ask right now, you lost all internet connection on your house right now, right? no internet connection at all right now, correct? yeah yeah okay If. If you can describe to me your modem from, smart RG right now, because the one that I. checked here, uh on from the internet, okay? is, is there's like uh, it's like a rectangular one, but it's, all of its corners are rounded. It's not like uh pointed. Am I correct with that one? Okay, and it's, it's face in the front, it's just there's like uh a lot of like rounded like [silence]
31:00
Speaker 2
Right, I mean the screen comes up and everything, but I can't like Google anything. It won't let me. [silence] Yes, it's right.
32:00
Speaker 1
I only see two ports here, if I am seeing right now, okay. This might not be the same. [silence] Okay. Right. So, there's also a switch there, right? Like a rocker switch, off and on. Okay. [silence] Then, so the yellow is bigger, the, the gray part there that's smaller, right? And since it's smaller, it's just like a phone line. So, I believe your type of connectivity is a phone line. So, could you verify this gray colored cable, is that like [silence] if you take it out from that port, because there's like a clip. If you take it [silence]
34:00
Speaker 2
Brown, yellow and then the little black square. [silence] Yes, yes. [silence] Brown. [silence] [silence]
34:00
Speaker 1
so it's smaller in form than the yellow port? Can you confirm? Okay. So, that's a phone line. Okay. for RJ 11. Thank you for verifying it with me. Okay. So, I'll just add it to my notes here. I have three port, but not the same. Okay. Grey is phone line. Then yellow port is Ethernet. Okay. Then I believe the other one there is just technically just a power port for you to connect your power adapter. Correct? Am I correct? because based on the one that I'm seeing here, it's just like.
35:00
Speaker 2
[silence] Yeah, it's smaller than yellow, yeah. [silence] Yes. correct correct. [silence] Yes, you're.
35:00
Speaker 1
it's just a power, right, power port. So I'm expecting this is the power source. This is where there's a power adapter that should be connected to this port. And so if you trace that port from that small port, that's the power port. If you trace the other end, you will see the power adapter. Am I correct? Okay, and that power adapter is connected to an outlet. Okay. So, okay, because based on this picture that I am seeing right now, okay? There's a label here.
36:00
Speaker 2
right. [silence] right. Yes. [silence] Yes. It's light up. I mean it's lit up showing that it's working. I don't know what these are.
36:00
Speaker 1
like internet dsl LAN and power if you're looking on there in your on the top of your smart RG device. So I believe power should be on there, right? Is power on? I'll come again. It's Oh, okay. Thank you. So if it's not on then the next thing we'll need to do here, Kathy is I'll ask for your assistance to verify the this power adapter. Um is it connected to just a plain AC outlet or connected to a surge protector?
37:00
Speaker 2
Right? It's not. Excuse me. No. It it's not on. Oh. If I This is a
37:00
Speaker 1
search protector. Okay? Okay, that's good. That's good, so that it will protect your devices from accidental power search. Okay? So, on that [silence] Okay. So I believe this is not like an Ethernet switch that I was thinking earlier. So this is a search protector with four outlets. Am I correct? That's the reason it's called power sensor. Five. So I'll just put here search protector then. Okay? Search factor, or other term it as a UPS.
38:00
Speaker 2
Protector on the box. Yeah. Yes a power center and it says protector underneath it. alright it says 123 actually got five we've got three things plugged. Yes all right.
38:00
Speaker 1
uninterrupted power supply. Okay. You know what, Cassie? Thank you for letting me verify. I'm now able to understand your network. Okay. Because I thought that's a switch. So, we may eventually verify. So that Powercentry, that should have like a particular model. Because I mean, I tried to search it on the internet. I have Powercentry PS. 1050. There's a Powercentry search protector. But I need to double check. Uh, what's your what's the color of that uh 5-gated search protector? It's Okay. [silence]
39:00
Speaker 2
Uh-huh. Okay. [silence] It's kind of like a light gray. [silence] Yes. [silence] [silence] [silence] Now which one did you say? We return to our regularly scheduled programming? No. [silence] ire eh. [silence] three. [silence] Yeah, yes. [silence]
39:00
Speaker 1
because it should also be powered, okay? So, if you trace the power adapter at the back of your Linksys router E5400, where is its power adapter connected to? Is it connected to the direct AC outlet or is it connected to this same search protector, Power Sentry? Okay. Thank you. So, of course, the power sentry, uh, because if I'm looking down at my computer station right now, we also have that, okay? It's a search protector. Just in case we lose power, our computer's still going to turn on for a few minutes for us to save our whatever needs to be saved documents like [silence]
41:00
Speaker 2
Well, uh, the power sentry is, you know, connected to the the power protector. And that is plugged into the wall. Uh uh.
41:00
Speaker 1
Okay. So, but it needs also to be powered on. Okay? Because if I turn it off, it will shut down everything. Okay? Even though it's still connected to the AC outlet. So, if you're going to check that power sentry, Does it have any buttons there that you can push to turn it on? Because it might be accidentally turned off, because there's no power on your modem. Okay? It has a red light, not green. Okay, I'll set your expectation. Usually, if it's a surge protector, guess I have it here, even at my house, for my for me to protect my TV. Okay? So, it, but it has like a, like a sound if.
42:00
Speaker 2
It's got on and off switch. And right now, it's on. It's got a red light. [silence] No, it's red.
42:00
Speaker 1
if it's not working properly, but before, as far as you can remember, this power sentry, does it lit green if it's working? And the power sentry, because I'm trying to to analyze and locate the cause why there's no LED lights on your router based from the I'm not 100% sure because technically speaking, I only knew about search protector because what's its purpose? Okay, and usually it should lit green based on my experience.
43:00
Speaker 2
uh, I can't remember. What kind of sound are you talking about? What? You may have. Should that light be green and not red? Hmm. Hmm. Uh, hold on a second.
43:00
Speaker 1
cause that might be our missing link. That might be our our device that we need to properly check because if it's properly working, then your modem, your router will be powered on. Ah, okay. Maybe that's their normal. Okay? But can you provide to me the model number for me to properly check? So that I can properly check what's really the specs of that device and what's its regular LED indicator?
44:00
Speaker 2
But it's not like you are the last. Not like you are the only one. Is it beautiful population? Yeah, hold on a second. Hmm. Hmm.
44:00
Speaker 1
Speaker 1 that's the Wi-Fi speaker Wi-Fi speed. for just tell me here's a good one to get you for Wi-Fi. the Wi-Fi speed. You can see. more. Speaker 2 [silence] Speaker 1 Yeah, so if you transfer. Transfer from once. [silence] Speaker 2 Transfer from Wow.
45:00
Speaker 1
Correct me if I'm wrong, the model number is just 100175, no... so just numbers, no letters before that. Am I correct? Wait for a few seconds. Let me just search for it, okay? I'm searching for power sentry, 100175. Just wait for a few seconds. But don't worry, okay? Uh, I know I'm not trained for your power sentry, but that's what I mentioned to you last time, uh, based on the power surge that I encountered, okay, even at my house, okay, though not the same model, but it should light green.
46:00
Speaker 2
Yes, that's what's on the back of it. Model number. Right. Uh, judge. Yes. [silence]
46:00
Speaker 1
but don't worry, I'm checking now. Okay? Please confirm when I tried to search this device, it has six to seven grounded outlets. Okay. Thank you. That's the one that I searched.
47:00
Speaker 2
Uh, yeah. How long I'm just gonna take? Did you take your medicine? I'll do what I want. You always mess around this bullshit. You don't care about people just your fucking mouth. Seven. to search this device.
47:00
Speaker 1
Uh, by the way, uh, I just want to set your expectations. Uh, I was able to check here, uh, key features, but this is in general, okay? And there's also, also common uses in troubleshooting. Indicator lights. If the light turns red or goes off, it typically indicates a building wiring fault or that the search protection components have been expanded and the unit should be replaced. This is just the one that I just checked. This is just general information, okay? Because I know not all in the Internet are correct, okay? It's correct I mean, okay? So, but If you were going to bypass this power entry? And just connect your modem, for example, directly to your AC outlet, will your modem turned on? Would that be okay for you for us to isolate? Uh, because this is the one that I need to verify, because based on the previous technician's case notes, there's no power on your modem and there's no power as well on your Lynx. So chances are both your modem and your Lynx router are connected to this same surge protector. And if the surge protector stopped working, then that might be the reason why your modem and your Linksys router aren't getting any power.
48:00
Speaker 2
What's up with my...
49:00
Speaker 1
Your linksys router are not powering up. So, we need to isolate. We can bypass your power entry, like disconnect the power adapter of your modem, your SR 501, then connect it directly to another AC outlet, like direct AC outlet. Let's just try to do isolation. [silence] Thank you. Thank you.
50:00