Speaker 1
Oppenheim. [silence] Hi, Carla. This is Michael. I'm calling.
00:00
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. Is this girl. I may help you.
00:00
Speaker 1
because I can't seem to pull up my smart, uh, Wi-Fi interface on my computer. I was trying to get in to check my settings and I can't pull it up. I keep getting the sign that says trying to reach Lynxsys now. It says your current device cannot be connected to your router's network, um, that you have a VPN enabled or that you're using a custom DNS provider. And neither of those are right. [silence] Yes, I'm able to get online, but I can't get to the, to the router. [silence] No, I've called things before.
01:00
Speaker 2
Okay. All right. okay but your internet connection is um working fine right okay so um so before we um continue have you got linkdus before or this is the first time okay so um let me just check have you got your phone number
01:00
Speaker 1
714 376 2156 correct yeah correct correct Correct.
02:00
Speaker 2
Let me just pull up your record. Okay. Last name to Paul up a record here. It's under Mr. Michael Hall. Email address is Michael at Jay on at SDP.com. Correct. Okay. And the router that you have is an MBE 7,000. Internet provider is ATM correct. Okay. All right. So against to um, um, you having problem accessing the router. Yeah. Problem with the internet access. Yeah. So what's the issue? Exactly? It's not connecting. What's connecting? Exactly? The router. I'm trying to set it up, but it's not responding. Not connecting at all. Can you type in your password at all? What? Can you type in your password? When I'm supposed to? Yes. So I type it in and it just doesn't work. So let me check it again. Please hold on a second. I'm going to try to access it here.
02:00
Speaker 1
I haven't. [silence] Yes. [silence] I was using my router.local and I've tried both of them. [silence] No. [silence] Firefox? [silence]
03:00
Speaker 2
for this one, sir. We're aware about this. So, we're there are work arounds that we're going to do on how to access the web UI. How did you access the router? I don't know. I don't how did you? Did you use a browser on your computer? And did you access the 192 or is it the myrouter.local? Mm-hm. Okay. Can we try this? Are you are using Google Chrome, sir? Or what browser do you use? Okay. All right. That's where let's try
03:00
Speaker 1
Uh huh. Yes. I. Go ahead. Okay. 192.168.1.1 / what is it?
04:00
Speaker 2
uh, please uh, use the link in the address bar. Okay? So uh, on the address bar, please down tap this. all right, that's H T T P://192.168.1.1/index.html. UI, like you for umbrella eye for india, then forward slash local L.O.C.A.L. then forward slash dynamic D.Y.N.A.M.I.C. then forward slash index I-N-D-E-X dot html. Yeah.
04:00
Speaker 1
Yeah, nothing's coming up. Yeah, it's serving up. Serving up. Server cannot be found.
06:00
Speaker 2
Okay. it's not showing up like the h. Go ahead and let me verify HTTP and then colon, forward slash, forward slash, 192.168.1.1 slash UI slash local slash dynamic slash index.htm, right? Okay, and then it said page cannot be displayed. How about let's try to do the HTTP.
06:00
Speaker 1
What? Yeah, I'm doing I tried that too it's not coming up. So basically, it looks like this is a issue you guys are having. It can't find the something's wrong with the router. It can't find the interface. It can't the there's something wrong with the router. Let's see.
07:00
Speaker 2
Sir. Instead of just using the HTTP, can we try HTTPS then colon forward slash forward then the link that I provided? uh, it's just only accessing the route sir but the connection is okay. but do you have Google Chrome right now sir, that we could try?
07:00
Speaker 1
Yeah, it's not working either. The site can't be reached. It's in the ten format.
08:00
Speaker 2
Just checking. All right. So let's double check what's the IP address of the router right now, if it is still one eight two or the ten dot ten.
08:00
Speaker 1
No, it's MAC. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I don't have anything that saysl detail. Oh, wait a minute. Details. [silence]
09:00
Speaker 2
uh, it's 10 format. Uh, can we double check it, sir? Oh, um, can we um open the command prompt on your computer? This is Windows, right? It's Mac. All right, just go to the Apple menu, sir. And then system preferences, our system set settings. And then Wi-Fi, our network first, network and then Wi-Fi. And then after Wi-Fi, um, go down to details. And what is your, um, IP and router?
09:00
Speaker 1
10.100.1.127. Oh, for the router. The router is 101, 110.111 here. I'll try that. 10 and 10.110.1, what was it? [silence]
10:00
Speaker 2
All right, and what is the IP address? How about the default gateway or the router? Yes. Okay, um, sorry, sorry. The 10. The router again, sir? 10.100.1.1.
10:00
Speaker 1
Same thing, trying to reach [silence] linksys now. [silence] Something's wrong. [silence] So something's wrong with the router. [silence] No, I put in 10.110.1.1. [silence] All right. Hold on, hold on. [silence]
11:00
Speaker 2
You use that link? Sir? Just for a moment. Did you use that link that with forward slash UI forward slash local. Sir? Okay, can we can we try that link, sir? Like HTTP and then colon forward slash forward slash. Sir?
11:00
Speaker 1
What's what? Firefox. Okay, I tried it again and still the same. This link is trying to reach links easy now. So, what is this problem? You said this is a known issue. What's going on? We've, I've used all the other browsers, I've used Chrome and I've used Safari and it's not working.
12:00
Speaker 2
What browser are we using right now, sir? What browser like Chrome or is it the Firefox? There might be some settings on the router, so I'm not really sure about this. But we actually, we did some work around to suggest if possible, we could try to use other browser, okay?
12:00
Speaker 1
Both. myrouter.local
13:00
Speaker 2
Okay, again, you use that, did you use HTTP or just HTTPS? And can we try the my router.local, the same link, the one that with UI, local, instead of the 10 dot one, one, 10. So like http:// myrouter.local/ and then /ui. Yeah, myrouter.local/ and then /ui.
13:00
Speaker 1
And I'm not coming up. Serving offline. What? I don't use Google Chromes. I needed to work on Firefox or Safari.
14:00
Speaker 2
/local /dynamic /index.html. Hav you tried the incognito mode of your router, of Google Chrome? Sir? Can we open Google Chrome? Let's try the incognito mode. I did it. Okay. All right. Um, on this Firefox, um, do you have option to use private browsing or private? The sound cuts, so people when worse, have to. Browser? Hold the OS. Of the marked Chrome, Windows 10 from the a world wide web. Support people, Chrome. Firefox that.
14:00
Speaker 1
Yes. And I've tried that and it doesn't work. I mean, I didn't just call you when it broke. I tried a lot of troubleshooting myself. I need to get out of here. It's 3:00 a.m. Yes. So look, this seems to be a known issue. Something's wrong with the router. What can you do to fix it? Okay.
15:00
Speaker 2
And again, you already used the private browsing on Firefox, right? Okay. All right. So I can just leave you on hold for just three to five minutes. Let me just double-check my resources. I'll be back. Thank you.
15:00
Speaker 1
You want me to disconnect the internet from the router and then try it again. Hold on.
19:00
Speaker 2
um... is that the one on... okay. We'll try this, we'll try to do this another workaround. Um... if it is possible, if we can, um... like, disconnect the, um, modem out from the links, uh, rather, like, we are going to access the, um, router offline, like, without internet. [silence] From the router, from the lenses, um, yes, just disconnect. Yes, sir.
19:00
Speaker 1
Okay, I disconnected the router, I mean the modem from the router.
20:00
Speaker 2
Okay. The light is red right now.
20:00
Speaker 2
On the router, there it shows red right now, since we disconnected the modem. Okay, but let's try again, um, accessing the page. Okay, hold on, let's try. It says, uh, probably, uh, probably yeah, you, issue with.
21:00
Speaker 1
there oh yes there's a problem with the router itself if it won't come up ok I just tried the what I just tried the 10.11.10.1. remote dynamic and index and it can't find it so there's something wrong with the router ma I I tried it all there's something wrong with the router I tried it all I tried it all there's something wrong with the router.
22:00
Speaker 2
just loading the interface sir um just the page of the router um but no problem with the um on the router itself but just the um the page but still it all um okay um did you just try the just the 10.10 0.1 okay sorry 192.168.1.8 sir um not the link sir but just the um [silence] [silence] [silence] [silence]
22:00
Speaker 1
No, I haven't accessed anything. Nothing will come up. I did, and it's not working. No. It's black. It's not connecting to anything. Okay. Now the screen just went blue. [silence] What does that mean? Is there any text or anything on it? The screen is clear blue. There is no text on it. Hmm. What happened here? [silence] Do you think I'll be able to return this? Maybe everything will eventually be okay, we just have to wait a bit.
23:00
Speaker 2
Okay, you just accessed the 10.100.1.1. Right? Can we try again? suggest the numbers without that . They still routed you to that. um, trying to reach Linksys now.
23:00
Speaker 1
Okay, I'm at the end of my rope with this now. Stop giving me workaround. There's a problem with the router. You need to replace the rotor. No, it's not working. No, no. If something on the router is not working, it needs to be replaced. How can I go in and change my settings? How can I go in and adjust my Wi-Fi? How can I go in and adjust my DNS?
24:00
Speaker 2
Um, with this one sure, um, when it comes into route functionality, like internet connection, there's no problem with that.
24:00
Speaker 1
If I can't reset the settings on the, on the router, it's something wrong. You need to replace it. I don't want another workaround. I don't, I don't want another workaround. If, something's wrong, I want it fixed. Because if there's something wrong with this, something else could go wrong later. and then you'll be like, oh, you don't have warranty now. I want the router fixed. You think I haven't done that already? You're trying to do everything you can just to not replace something. and the problem is the router. You have a warranty, use it. [silence]
25:00
Speaker 2
Okay. Um, I actually heard there is one that we could still try, is by doing a reset. Um, okay, so we could try to do a reset, sir, and then reconfigure the router.
25:00
Speaker 1
Yes, it is it is it's the router interface on the router. Ma'am. Can I speak to your supervisor, please? I need you to do this right away. I've been on the phone long enough.
26:00
Speaker 2
Okay. Because actually, it's not the, um, it's not a hardware failure, sir. It's just only the, um, it's just the setup. Okay. Just stay on the line, sir. Let me just call my, my immediate supervisor. Stay on the line. Thank you. Uh, give me like 3 to 5 minutes, sir.
26:00
Speaker 1
Yes. Yes, you are. [silence] That is correct and we've tried everything. I'm not going anywhere. This is a non... if this is a non... if this is a known issue, then that means it's a hardware issue, something within your hardware. I have a warranty. Why do you keep post poning it? Why don't you just replace the unit?
33:00
Speaker 2
However, what we can do, what we can do instead, sure. We will going to if you may, OK? We will going to escalate this one to our level two team for them to be able to check for any further resolution on this. Someone will going to call you back, Michael, sure. But that may take maybe two to three hours if it's if you're still available by that time. Are you OK with that, sir? OK. So I'm will set the appointment call back, OK, within one to two hours, or maximum of three.
34:00
Speaker 1
Why is it that you have a known resolution, but nobody wants to fix the resolution? If it's a known issue, then you can fix it. Oh yeah, it's a known issue, sir. We have this problem with that. We'll go ahead and send you out a new unit. [silence] It'll be in the mail. [silence] I mean. [silence]
36:00
Speaker 2
Only our level 2 team has the um um uh the authority to approve the answer. Yeah, um our level 2 team, okay, um probably knows how to uh how to uh to fix that issue, um Michael. Um that is why uh if you may, okay, let us uh escalate the case so that they can call you back. Now, if there will be available a level 2 um representative, um maybe less than an hour, for sure they will going to call you back, too. [silence]
36:00
Speaker 1
Okay, please note, okay, this because if nobody calls me back, I will escalate it even further. Okay. Bye-bye.
37:00
Speaker 2
Yeah, yeah, I understand sir. Sorry for the inconvenience, Michael. Okay, let me, let me set that appointment callback, sir, for you, okay. All right. Thank you. Thank you for understanding, sir. And, uh, I will not take much of your time, Michael. You have a wonderful day, sir. bye bye for Now, sir.
37:00