Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, Press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Thanks for responding. I got a Linksys router, a refurbished one on Amazon, and I'm trying to use it, and it doesn't work. It doesn't work. It just keeps going through setup and the orange flashing light keeps flashing. The model number is MR7350. [silence]
08:00
Speaker 2
uh huh okay so that's an indication there's a possibility that the router is not properly set up and it's not also recognized by your modem okay so before we proceed for any troubleshooting here let me create a record can i have the model number and serial number of your linse device so
08:00
Speaker 1
Yes. Yeah. Serial number. Oh, it's a long one. It's three, three, C, S, and Charles. One zero M is in Mary, two, A, A, one four one four one.
09:00
Speaker 2
MR... 7350, uh, ma'am, are you in the speaker mode, uh, using the speaker mode of your phone? Okay. Yeah. I'm just asking because sometimes the line is not clear. And may I have also the rail-- the serial number of this, ma'am? [silence] Yes, ma'am. [silence] All right, let me just check if I got the correct serial number. All right. And that is, um, 33-C for Charlie, 10, M for Mary. [silence] And then number 2 and is it A for apple, A for apple 14, 141.
09:00
Speaker 1
Yes. Yeah. One one sec. Hi. Robert? Hey, I'm talking to, I know, to to Lance sis to see if I can get this thing working. So, uh, can I call you a little bit later? Oh, about the router? Yeah. I couldn't help you with that last night, I'm sorry. Oh, I don't think so. It's really not working. Okay, I'll talk to you soon. Thank you. Okay. Bye. Bye. Bye. Bye. Bye. Bye. I'm sorry. Uh, oh, now I lost that. Oh god. Yeah, sorry. Okay. Uh, my phone number 858-442-3417. 442-3417.
10:00
Speaker 2
Okay. And, um, can I have also your phone number? Can we go back to network connection? Hello, ma'am. Mhm. that's okay, yes. Mhm. Four two, eight five eight. Okay, how about your, um, first name and last name?
10:00
Speaker 1
Why do you need all this information, please? And what do you do with it? It's Marlene. Just Marlene. L E E N E. I don't have an email address. Well, I haven't used it. I just took it out of the box yesterday and I'm - I tried to set it up and I'm - and the orange thing keeps blinking and nothing ever, ever gets settled. And I know that my router works, my modem works because
11:00
Speaker 2
This is for record purposes, ma'am, so that we have a record for you just in case in the future you call us back. We already have a record about your devices. MARLE, Okay, L E. And how about your email address? Okay. All right. Um how long you had this router, ma'am? [silence]
11:00
Speaker 1
My phone works, the phone I'm calling you from works because the modem works, but, um, but I can't - and I - I had another router before, it was older, it stopped working, got this one, and I - I just can't seem to get it working. Yeah, you have - you plug in the internet from the back of the modem into the router, it's green and then it's orange and the orange keeps blinking, which supposedly means it's setting up, but how long does it take to set up? Yeah, that - the - the - the narrow part there,
12:00
Speaker 2
Okay, and by the way, who's your internet service provider? Again, the light right now is blinking orange, right, but how about the one that is on the top of your router? What's the color of the light or in the front rather?
12:00
Speaker 1
It's, it's, it's like a pink fuchsia kind of color. It was blue and then it became this color. Yes. Yes. Right. I don't remember. I don't remember but it says on the box, certified refurbished router. Do your refurbished routers actually work? Okay, so then this one. Yeah, kind of more pinky. [silence] of
13:00
Speaker 2
Okay. So that's pink, that's the one right below the word links is in the front, right? Um just some for documentation, Ma'am. You had this uh you bought this router from Amazon. Uh when did you place the order, Ma'am? Um, yes, ma'am. Because based on the light uh based on the light on the front of your router, Ma'am it's kind of pink or purple, right? Okay. So that means Ma'am based on the light that that shows that the
13:00
Speaker 1
speech, no labels or timestamps. Yesterday, yeah. No. I don't remember. But I just opened yesterday. Well, I don't know. A couple few weeks. Uh if it's if it's if it's said it's not set up properly. How do you set it up properly? I mean, I I I looked I looked online and it said the spectrum is this is what you do to set it up. And I did all those things in the proper order with the proper amount of time. And it doesn't work.
14:00
Speaker 2
[KEEP_UNCERTAIN] The router is not properly set up. or it's not set up at all. Um you've mentioned that you just um take this out from the box today. um right yeah say so, you can't remember when did you um bought this from Amazon? Because or you can remember how long it's like a month ago. uh-huh it is. Yeah, say say um yes, yeah. Um okay, so, because before we can like um we can walk you through ma'am on how to set up.
14:00
Speaker 1
I don't know, say three weeks. I don't know. I don't remember. Um, I don't I I don't remember. It could be. A Lot's happened recently. So I don't know. It says dual band mesh Wi-Fi 6 router AX1800. Does that tell you anything? okay, well, what what kind of warranty
15:00
Speaker 2
But before we can continue ma'am, we just need to validate the warranty of this device. So I'm asking you how long you had this? You have this, you bought it the last first day of June? For the warranty ma'am, it won't because we need to validate the warranty from the date of purchase. Okay how about this? Since you mentioned you just got it 2 weeks ago. So we're just going to proceed with the um transaction ma'am. With any case, this device found defective.
15:00
Speaker 1
uh-huh. All right. Red button, yes. Should I press that one? OK, I did that. OK, I did that, but nothing's happening. Yes.
16:00
Speaker 2
we need the receipt to validate the warranty. I'll provide you with a one-time support. Okay? But in any case, after the troubleshooting, if your device is defective, then you need the receipt. Okay? So to set up this one ma'am, okay? At the back of the router or at the back of the router, you have there the reset button a very tiny button. Yes. You press that button five times within five seconds. Not too fast, not too slow. Again, five times in five seconds. So just press release, press release. The modem right now is connected to the internet port, all right?
16:00
Speaker 1
No. Yes. Yes. Yes, you want me to do it again? Okay, I did it again. I don't see any change in anything. [silence] Yes, you want me to do it again? Are you?
17:00
Speaker 1
Right, I think so, yeah. So nothing really has changed. It's a solid pinkish line, yes. [silence] Okay, when do you want me to start?
18:00
Speaker 2
again ma'am not too fast not too slow right okay sir it's your computer right all right can we go back to my router.wl Coco again it's it's not blinking just stays solid okay how about this one ma'am can we try it again let me know if you're now starting pressing so that i can set my timer here can we try it again okay can you start now
18:00
Speaker 1
Yes. Two, three, four, five. Okay, five times. Now it got whiter. No, now it's, now the the line seems to be white. And it it's it's definitely blinking slowly. So, if it's blinking it means it's actually working to set it up. Oh good, oh good, thank you. That, that's good, that's good.
19:00
Speaker 2
Okay, can we do the reset tour? Right now we'll press the reset button, of course. Okay, let's wait for that. It's now starting, um, it's now responding to the setup that we made. So let's just wait for that. Yes. Yes, ma'am. It's trying to set up now the router. [silence]
19:00
Speaker 1
That's a nice change. Okay. Oh, now it's blue. Now the line is a... It's supposed to be blue. Yes. Oh, ok.
20:00
Speaker 2
Okay, let's just wait. Okay, let's wait for another one minute or two. Just to observe, make sure that it will stay on blue. Yes. [silence] [music]
20:00
Speaker 1
It's still a solid blue, yes. Um, I-I-I just I use ethernet connection for, um, my laptop and for the, for my desktop. so I don't need any Wi-Fi. Okay. I just, I want to tell you that there it says Internet. It's, the orange light is still blinking. Is that a problem? Or is that what that's?
21:00
Speaker 2
okay it says in blue okay okay what device you're connecting wirelessly if it's like phones laptops so you um okay so right now connect the cable at the back of your linksys under the back port either one two three four okay you just select it there okay yeah that's okay ma'am done that you're back That's okay. That means there is an activity. then check if you can access the internet after you connected the cable. After you connected the computer to the router, check if you can access the internet on that computer.
21:00
Speaker 1
So now, um, one of the, one of the Ethernet cable is also blinking, uh, orange. The other two are not. So let me see if I. Wow. Okay, I'm just, okay, I just have my, my desktop. If I could, it would be great. Okay, let's see. No. It says, can't reach this page. No, I can't access the internet with it.
23:00
Speaker 2
Okay, can you go back to your computer? [silence] Check if you can access the internet on your laptop and desktop. [silence] Is that your desktop or your laptop? [silence]
23:00
Speaker 1
My desktop. I didn't take out my laptop yet, but usually the desktop. It's a Windows. In the lower right corner. Let's see. Identifying internet access. Is that the one? Yeah. Um, I I just started it now. Um, I guess so. I guess so.
24:00
Speaker 2
Okay, on your desktop right now, is this Windows or Mac? Okay, on the lower right hand side corner, ma'am, can you see there the icon, like a computer icon? Okay, so identifying... can you restart your computer, ma'am? Is that local area connection right now that's one it's identifying? Now you right click that.
24:00
Speaker 1
Diagnose network problems perform speed test, network and internet settings. Okay, I click on that. Network and internet. E6R net, connect. I beg your pardon. Connect. Ethernet. Okay, so, uh, okay, okay. Public network recommended. Network three connected network profile type. It says public network profile recommended. Yeah, it says that. Let me see if I can actually, well, let me close this, let me see if I can actually do it. I hope so.
25:00
Speaker 2
Yes, select on Ethenet. No, how about when you click on Etenet, what shows up there? Is it...still identifying? So it shows "connected now".
25:00
Speaker 1
I don't think it is. Okay. Okay. And it's not working. It says okay. I'm going to thank you. I'm going to right click it again. network and internet settings. It says ethernet is connected. How how cannot that be if it's not working? Yeah. Well it says ethernet, VPN, proxy, dial up, advanced network settings. I don't know. Where do you want me to click on one of those?
26:00
Speaker 2
under Ethernet management does it show status connected? Okay when you click on it it shows connected do have the option details and there shows connected okay hold on
26:00
Speaker 1
Network profile type, it says. No. What did you all? It yeah, yeah, it does say that.
27:00
Speaker 2
OK, you have the, after you click on ethernet, OK, it shows connected. Do you have the option properties? Under properties, under ethernet, ma'am, you have the ethernet and shows connected, right? When you click on that shows connected, you have the option for properties or you have option detail.
27:00
Speaker 1
type network profile type i don't i mean i I don't seeprocessing sure. Okay. Uh-oh. see.k Uh Yeah it seems to be fine. Sure I I just did turn it on now but I'll turn it off and restart it sure.
28:00
Speaker 2
Ma'am, can you try to make sure that the cable is properly plug in at the back of the Linksys router, as well as at the back of your computer. [silence] And then, after that, kindly restart your computer.
28:00
Speaker 1
I'll be back in just 1 minute, okay? Please don't go away, I'll be right back. The orange lights are still blinking, I guess it's still saying it's setting things up. [silence] Hi, I'm back. Thanks for waiting. If it, if the orange lights are still blinking, what does that mean? Okay, my computer started again. Does it mean that I beg your pardon? Oh, it's going on for a while. Okay. Let's see if it's working. Okay, I'm going to see if I I don't know. Okay. I don't think it's working. [silence]
29:00
Speaker 2
Okay There's an activity, ma'am There's an activity between the router and the computer
30:00
Speaker 1
[silence] I had an old router and it was working okay and then one day it just stopped working, but it was also five years old. Okay, so I don't have internet on my computer anymore. Yeah, they okay. Okay, diagnose network problems, perform speed test and network internet settings. Um, I'm not sure uh, it it doesn't network and internet settings. Is that what I need to be?
31:00
Speaker 2
[silence] same thing ma'am can you um highlight the um local area connection icon in the lower right um then it shows internet access. um just highlight it on it ma'am just um point the mouse cursor and it will display the status. [silence] um then do not right click the icon ma'am just [silence]
31:00
Speaker 1
Oh, okay. It says network three internet access. It shows network three internet access. Yes, Okay. Okay, so this came up again. So network, yeah, network and internet. Okay. Okay. No, no. It just says public network recommended. It doesn't give me any, um, any other, I mean, there's a bunch of things I could,
32:00
Speaker 2
point the cursor onto the icon. okay. it shows no internet access. ok. yes. can you right click that icon again then network and internet? then go to um network. um-hum and then E sign it.
32:00
Speaker 1
I. P. assignment. I mean, aggregated. I don't all the stuff is it's nothing that I've ever done before. I don't know what to do now. Well, it's still the orange dots are still clicking and it says connected and it clearly isn't connected. So I don't know why my computer says that because that's not right. The IP assignment. It says automatic and then in brackets DHCP. [silence]
33:00
Speaker 2
Ma'am on your network and internet it shows their ethernet what is the IP? assignment.
33:00
Speaker 1
HTTP. Yes, it says DNS server assignment and beside it. It's the same thing. It says automatic address. Ehhh. local link IPv6 address yes. IPv6 default gateway
34:00
Speaker 2
And then right below that, what information can you read it to me? OK. OK. OK, how about there, you have below DNS server assignment, you have their link speed. And then after link speed, you have their link local IPv6. And then right below that, you have their IPv4 address, right? How about below that?
34:00
Speaker 1
Oh, here it is. Yes, I see it. It's 119. 192. 168. 1. 4. 0. Uh, DNS. Okay, that is 1 9 2. 168. 1. 1. And it says unscripted.
35:00
Speaker 2
How about look for IPv4 address? What's the number? How about default gateway? IPv4 default gateway? How about IPv4 DNS? Okay. Okay. Kindly close this page, ma'am. Then kindly check now if you can connect to the Internet. Because the status of your local area connection, when you highlight the icon, it shows connected and it's not. [silence]
35:00
Speaker 1
Oh my. Okay. Then something's wrong because I don't think I don't think I have. Oh my. Microsoft Edge usually. I clicked like I clicked on my Gmail and nothing happened. I'll click on Amazon and see if something happens. Hmm. I don't think anything is happening. It's just a white screen. And usually Amazon comes. I say,
36:00
Speaker 2
When you open internet browser, do you use Google Chrome or Microsoft Edge? Okay. And then what's the address bar? Did you access like any website? Like you may try to access Amazon? [silence] It's your [silence] lift won't open
36:00
Speaker 1
can't reach this page. it looks like the wedge connected to the--192.168. [silence] huh? your internet access is blocked. why in the world would that be? firewall or anti-virus software. [silence] okay, I'm turning out my anti- I don't have anti virus. I how could it be? wait a minute. [silence] okay.
37:00
Speaker 2
Okay, um on the address bar right now, ma'am. Can you erase everything then tap this number? 192.168.1.1 Internet access is blocked or is it the connection is not private? Right. Now please continue with the installation. [silence]
37:00
Speaker 1
I have a firewall or anti-birus software that comes with, wait, it says download the Leniski app, wait a minute, what is this?How do you, it says download the Lincis app for setup, so I don'tThere's two, I don't have an image of the phone, I say expand your Wi-Fi, expand your router, sign in, I don't have anythingSvesvelo. I don't want to, and this is Appstore.
38:00
Speaker 2
And then, uh, do you see a of the below these, they're in the opposite row? Hmm. I don't know. And then after that one, ma'am, what's on the screen? Do you have there continue to smart Wi-Fi? No, no. How about click on the two, um, photo of the found? Just click or double click on that image of the found. Yep. Two image of the phone, right? Let's hope. Uh, another window. All right. Click on NTP. [ silence ] And then next and then F. Yeah.
38:00
Speaker 1
oh my god [silence] yes. uh-huh. cause I just fou [silence] right. [silence] okay, let's see the password is [silence] okay. Oh that's a long one. uh-huh. okay, I can't see it.
39:00
Speaker 2
also is it like um is it like um option like to type password like accessvelop or okay can you type accessvelop okay ma'am can you use the password that's at the bottom of your linksys router there is a password there can you use that password there okay that is again HTTPS colon back slash back slash 192.168.1.1 forward slash
39:00
Speaker 1
Okay, now what should I do, sign in or? It says invalid router password, try again, always tell me what What it is. Okay, so I can try. Want one, one more time. Okay, sign in. It still says it's, it still says it's invalid. I just read it from the back. Okay, okay, thank you. [silence]
40:00
Speaker 2
yeah click on sign in okay okay Okay, how about type admin mom, all in lower case. A, D, M, I, N.
40:00
Speaker 1
and click sign in, Okay, now there's a whole screen. Linksys Smart Wi-Fi tools. Network status. It says network status. It says that it's connected. But it's not. Yeah, Home Network. Home trouble-shoot. Okay.
41:00
Speaker 2
problems that we downloaded. I need the spoof. So this is a file a chew file then the spoof. Okay. Okay. All right. That means ma'am actually your router is now connected to the internet. Okay. It is now receiving internet access from your modem because under network status there is a check there. Okay. So that means it's already online. All right. Um can you click on on on troubleshooting on the left side. [silence]
41:00
Speaker 1
Okay. I did, okay, I did that thing. Desktop Mac address. I don't have Mac. Refresh open in browser or print. This is on the troubleshooting page. It says desktop and it has a name. Mac address. I don't. [silence]
42:00
Speaker 2
Okay. So, on the left side of this page, no, ma'am. Uh, on the links, the Linksys Smart Wi-Fi tools, okay. Uh, on the Linksys Smart Wi-Fi tools, on that page on the left side, you have there different options, right? Um, different menu, correct? All right. Yeah. Okay. Okay. Um, under troubleshooting, Eddie and Sarah's, status you have there report. All right. Um, uh, right below you have there troubleshooting and right below you have status.
42:00
Speaker 1
Yes. Okay, report. Okay. Okay. One point, one point seven, point two zero nine three one seven. Okay, I see that. Yes. Four five dot four nine dot one two five dot
43:00
Speaker 2
Okay, under status status Madam, there's another option, devices report. Click on report. When you click on report, okay, can you please tell me what is the firmware version? Okay, and then can you please scroll down? Look for internet connection IPv4. All right, right below that you have connection type, internet address. What is the internet address? [silence]
43:00
Speaker 1
nine. Oh my, well, yeah, but I, I don't often use it. So I might have to. Okay, well, we'll figure it out. So now, okay. Now, oh, here we go. Okay. So, so, should I be, I be able to have, should I'll be able to, to, to use the internet now? Um,
44:00
Speaker 2
okay so that's the internet address ma'am that means your modem is now recognizing your router okay um ma'am kindly check your laptop since we are just checking your desktop and let's check your laptop okay so we're back to connectivity uh can you check um yes ma'am your router actually
44:00
Speaker 1
Vine, oh it's not? Oh, so it's fine, so I should be able to. Oh, yes, it came on. Oh my gosh. Oh my gosh. You're amazing. Oh wow. Okay. Oh, okay. Yes, it came on. I see that I could actually. Oh my gosh. Okay. Um, I don't know what you did, but you did it. Um, okay, let me try the laptop. Okay. Okay. Which one is this? [ silence]
45:00
Speaker 2
Wi-Fi is not set up, it's not communicating to spectrum, okay. It's communicating already. yes. yes. okay. all right, can you check if that computer is online. yes, the up-threatening... yes, try to open any website. okay. almost correct. this corrects this problem. the grade three. can you see the page? yes, it's visible. alright, try to open another browser there. open any website. alright, it's not working. okay. can you see the network list there? yeah, sure you can see the network list. alright. try to bridge connection. can you set up your Wi-Fi with this one? one four four four three one three one e. all right, can you see your network?
45:00
Speaker 1
Okay. Okay. Okay. that's um, okay. okay. let's see. so, can I do that? um, no. here it is. Okay. Yes. yes, it came on. Yes, it's working. Oh my. no, thank you very much. I really appreciate your help. Wow. Oh, okay. Well, thank you so much. I really, that, that, that. Thank you, Carla, appreciate your help. Thank you, bye bye, bye, bye.
46:00
Speaker 2
So both that sub and laptop are now connected. So is there anything else, mister? You're welcome. You're welcome. So in case in the future you need our assistance, you can always give us a call, okay? Let me so that we can, uh, um, uh, assist you with your concern. Okay? So you may also visit our website at support.linksys.com. Okay. So thank you. You're welcome, ma'am. So, so thank you for calling Linksys. This is Carla. Have a great evening to you, ma'am. Goodbye. You're welcome. Goodbye.
47:00