Speaker 1
Hiya, we've got issues with our gigaclear router. It just buffers all the time, even though a speed test says that it's functioning how it should. I'm literally stood next to it, and it just will, even like YouTube. It just struggles to even load anything. I've got two WiFi's, so I have to connect to my old WiFi, because this one's just redundant.[silence]
00:00
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. This is Ruby. How can I assist you? So it means there's no uh wi-fi right now. You cannot use it. Oh you have an old wi-fi. You mean you are connecting to a different routers wi-fi. [silence]
00:00
Speaker 1
Yeah, through the sky. Yeah. And that, that, that works perfectly everywhere, whereas the Giga clear is just, it's just useless. Yeah. No, no, separate, separate modems. Yep. Yep.
01:00
Speaker 2
Oh, that's the other brand of routers. Sky. Oh, sorry to hear about it, sir. So your internet service provider is gigacl three, and then you have two different branches of routers connecting to the gigaclear modem at the same time. Oh you have separate modem. Oh, one is from gigaclear, and one is from sky. [silence]
01:00
Speaker 1
Yeah. Yeah. It's actually one that was already connected to the house. When GigaClear come, they put a completely new modem in, which connects through that new modem that they put through the wall. So, that's completely separate to the Sky. It is uh, SPN.
02:00
Speaker 2
I'm not mistaken, sir. That's Sky is a internet service provider? Oh, so you have two internet service provider. So Sky. So for this Sky ISP, what's the model of the router that you are using for Sky? Oh, so that's totally for Sky. So you are connecting to the Sky and it's working, but from Giga Clear it's not. So what's the model number of the router that's connected to the Giga Clear media? [silence]
02:00
Speaker 1
yep uh... well they sent two yep they sort of they said they said they were sending a booster but they've sent two exact modems yep that's it it's it's what's on the bottom of the um the route the the model the wide whatever it is uh... yep
03:00
Speaker 2
Okay, SPN MX55 and this router was bundled by GridClear and how many SPN MX55 you have? Two, okay. And how long? Oh, this is actually not, are you referring to SPN MX55 as modem? Oh, the white device. Oh, the white device. Actually, sir, so that we will not be confused, can you please, um, If [silence]
03:00
Speaker 1
Yeah. Yeah. well we've had it about a year, but luckily because we've got the sky one, it it's just it's just been, it's been useless since day one. uh, the company that come out and fit the the router. uh, they're all green. everything's green. So on top of the on the
04:00
Speaker 2
SP and MX 55. That's the node, okay? And your modem is different. modem is the device from clear. The modem is the source of the internet. Okay? So you have SPM and X 55. How long have you been using this SPM and X? Oh, and who set it up? This is PN MX 55. What's the light indicator on the SPM MX right now? SPM MX. What's the light indicator? Solid green, okay?
04:00
Speaker 1
the, the top of the white, um, actual Wi-Fi thing is blue, but all the lights on the router are all green, so it says, it says that the 10, it says 10 G E green, optical green, power green, now the light on top of the thing is blue. Yeah. Yep. Uh, the other one's still in box, because there's no.
05:00
Speaker 2
Okay. Mm-hmm. The light on top. Okay. And since you have two SPN, MX 55, sir. One is directly wired to the gig clear mom, right? And the light is solid green. How about the other one? Because you mentioned that you have two two pieces.
05:00
Speaker 1
point plug another one in if this one's crap I've tried doing it through app, but it just keeps on saying, we've helped you as much as we can. So 07 181 62 991 [silence]
06:00
Speaker 2
okay let's let's check why uh you said it's just buffering when you access YouTube okay uh sir before we check on the nodes the SPNMx may I ask uh is this is your first time calling Linksys okay uh okay so this is your first time calling us how about this one sir allow me first to gather uh some of your information to create your case on the system okay so so let's start right away with your phone number so if in case the call will get uh disconnected then I can call you uh-huh uh-huh uh-huh okay so so it's oh
06:00
Speaker 1
Yeah. It's Ben. that's it. Yeah. R-E-N-S-H-A-W. Yeah, that's right. It's Ben at, and it's Validate consulting. So it's V-A-L-i-d-a-t-e, consulting.com.
07:00
Speaker 2
Four, eight, one, six, five, nine, nine, one. And first name, Ben Bravo, Echo Malaysia. And last name is? [silence] Uh let me repeat the last name, and correct me right away if I got it wrong, so it's R for Romeo, E for Echo, and for Nancy, C for Sierra, N for Oscar, H for Hotel, A for Alpha, W for whiskey. Okay. Which one then email address?
07:00
Speaker 1
Gee, that was consulting with a G on and dotcom. Yep, dotcom. Yep. Okay. Um, I'll just have to take it out. Um, it's connected to the wall. So I think it just lifts out.
08:00
Speaker 2
seek of Soloti C-O-N-S-U-L-T I N. Uh. Sorry, it's Ben at validate consulting. Okay, so Ben at validate consulting.com. Right. Okay. Uh. Sir, can you provide to me the serial number of uh let's say the main node?
08:00
Speaker 1
All right, it's it, it's the, um, serial number is AB, it's, uh, add, uh, let's see, DTN, uh, two, four one, eight
09:00
Speaker 2
Uh-huh. I mean, the serial number of the SPNM and
09:00
Speaker 1
Out. Out. Not not on the the the actual modem. Uh, serial number is 55 B1OM25E0408. Yep. Yep. [silence]
10:00
Speaker 2
[silence] [silence] f 35 for Victor, one-zero and four Mike two five Echo 0408. Okay, let me check the serial number. Stay on the line. Thank you, sir. hi yes sir thank you for patiently waiting so let's uh check the connection here um need to like ask for the topology like how you set it up or how did you connect it to the modem so uh you mentioned earlier that this is connected to like a wall port uh so connected to a wall port and this wall port goes straight to the modem uh see so to clarify the the spmx which is the parent node is directly connected to a wall port and then wall port is connected to the gigaclear modem
10:00
Speaker 1
Yep. Yep, it's what they installed. Um, so they put like a, a new, new line across, um, to the, um, telephone cable and then connected a wall box, a white wall box with the green lights on that, um, it connects to, which, uh, which say it's got all the green lights to say everything's as it should be. Yep. Um, um,
12:00
Speaker 2
uh huh yes sir so it's been like a year that you are experiencing this so we should really check into this uh connection cuz the parent node is connected to a wall port and then wall port is connected to the modem the modem from giga clear sir has how many land ports uh is it land line or your
12:00
Speaker 1
Yeah, it's got one, yeah. Yeah, it's, it's, it's linking to it. The the light on the gigaclear is blue. The light on the things are blue. It, it, it, it picks up, it picks up the, Wi-Fi on his phone to say it's there and it'll connect to it, but then trying, so it connects to a, gigaclear Wi-Fi, but then when you try and, put YouTube on, it just, it's, it's just like circling all the time.
13:00
Speaker 2
Your modem has four ports? That modem, Lan 1 or port 1 is port 1 blinking. [silence] Okay, so we should really check, look into it. Okay. Uh and actually, to isolate it right away, we will to check
13:00
Speaker 1
No, no, it's, it's, it's, it's like, um, a laptop that doesn't have, um, a LAN, and I, I have office meetings, so I can't connect to, uh, uh, through Zoom, I can't connect a long, um, ethernet to it, because that's not, that's not what you buy it for, is it? You buy it for a Wi-Fi, not, not to be connected to a, a port. I'm not an office, I'm at home.
14:00
Speaker 2
If that wall port is really working or not, sir, is to directly wired, a laptop or a computer straight to the LAN. So my question, do you have a laptop with a LAN, with a, can we use Ethernet cable? sorry. Exactly. Yeah, exactly, sir. because actually, because we really need to fix this one. So to isolate, it's best to have okay, a laptop with a LAN. But since there's none, so we'll just.[silence]
14:00
Speaker 1
default um u have the narrow um I've got serial numbers to stuff and the Wi-Fi name is called um Wi-Fi so it says it's gigaclear B 748 which it says it's gotta
15:00
Speaker 2
And so you that the light indicator on the node on the parent node is solid, green. check, uh, kindly, hmm, sir, kindly check what's the default Wi-Fi of the node, it's at the bottom, sir. it's at the bottom. There's Wi-Fi name right there.
15:00
Speaker 1
it says Wi-Fi shows up full signal with a six next to it, so it's showing there's no Wi-Fi but then when you connect to it, it's showing that there's no Wi-Fi but then it just doesn't do anything, yeah just don't do anything. Yup it's B748. Android. No.
16:00
Speaker 2
The name is giga clear underscore, can you repeat, sir? [silence] Kindly repeat. [silence] Okay, B-748 and your phone, the one that you are using is that iPhone or is that android? [silence] Okay. So, this is actually the default Wi-Fi of the parent, giga clear underscore, but did you already customized the name? Did you like create your own Wi-Fi name? [silence]
16:00
Speaker 1
嗯 是的, 这是 在我的 Wi-Fi 上可用的网络 你看, 我要连接到它 一会儿, 连接了 没有, 没有, 如果你没有自定义它, 它与 白色 长方形 下面 现有的一样 我只需输入密码 看
17:00
Speaker 2
Okay, kindly check if this GigaClear b7 is broadcasting on your Android phone, sir. So your phone is connected. Yes. Okay. How about how about your password did you already customize? [ sounds ] Okay. So make sure that your phone is connected to this default name, to this name, sir. [ sounds ]
17:00
Speaker 1
Right, it's connected. Yeah, yeah, it's still buffering. YouTube and then you click on a video and it just it circles for a bit and then it like, it just, it just like pauses it. So it started video then it circles and then it starts again and this was just the advert at the start before YouTube.
18:00
Speaker 2
Okay. and then try to, for example, open YouTube on your phone or any application. What website you open? and website you cannot access? Any website you open? By the way,
18:00
Speaker 1
and I'm, I'm, I'm literally like I'm right next to it. Yeah. Yeah. Again, it's just, it's just like so slow. It's not even opening it up yet.
19:00
Speaker 2
Okay, so it's not. and you have the linksys application sir? Okay, kindly open the linksys app. And when you log in to the linksys application, sir, just choose to log in using the router password.
19:00
Speaker 1
Yeah. No, still not opening it up. I've he took our thing to him all. Right, alright, sir. No, it must be upstairs. No, hello, hello. Sorry. Yeah, no, it's still, it's still same. It's like, it's like trying to open it, but. Bear with me a sec. [silence]
20:00
Speaker 2
You cannot open the Linksys application? It's not opening. Uh, like on your phone,Sir, it can, it can't open again. You can close the Linksys app, like force close it, like quit the app and then open again. mhm, . mhm, okay., . okay, so, enter the router password, . and router password is different from the Wi-Fi password, . so, do you happen to remember your router password?, . [silence] mhm, . [silence]
20:00
Speaker 1
He doesn't say like I'm Yeah. Yeah. Right. It's just not letting me like it's jumping so long to type. Do you know like when you type something and it takes a just put a word in.
22:00
Speaker 2
Okay. Try using the default router password, which is, admin all in lower case. Admin. By the way, sir. You currently use this. Let me know if you cannot if it's incorrect. All right. So, what's up? So, say that in support. It's taking time. Because, if admin is that, the if you customize.
22:00
Speaker 1
It just says, "We've encountered a problem. Please use the button below to restart your network. Once your network is back online, we'll try and fix the problem for you." "Uh, it's just saying, 'Restart,' restarting."
23:00
Speaker 2
the router password the root password before so it might not be the right password Do not restart. Do not restart. Do don't restart. Okay. So can you go back to the previous page? Okay. So let's just power cycle the Notecher, the SPN MX. There's a power switch at the bottom. You can just power it off and then give it like five seconds then power it back on.
23:00