Speaker 1
Yes, I just called and only spoke for a minute and then our call dropped, so I'll try again. I I have a I have a Linksys router and I've been out of town for about two weeks and I got back on Tuesday night and I had Internet, uh but then yesterday morning when I got up, it was going in and out, the internet. So since then I
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling linksys. This is Ice. How can I help you? I see, um how can I help you, sir?
00:00
Speaker 1
I have been trying to diagnose what my issues are, and I have been on the phone with the internet service provider, and I've isolated it, that the router, I mean the modem works, no problem, getting signal. But if I disconnect my um desktop from the modem and then I insert the router, I lose the signal. And, and I'm getting no wifi. Probably because I'm getting no internet to the through the router. And I I downloaded your app. And went through the process, and it gets you a point where it says call you, so I'm calling you. Hello? Oh, yes. [silence] Okay.
01:00
Speaker 2
Okay. Uh, uh,
01:00
Speaker 1
yes. Yeah. That's me. Hold on. I I uh I think that's right yeah. oh yeah I thought no. no it's not online. It is connected. and I have power and I have a solid blue.
02:00
Speaker 2
Moody. All right, Mike. Your router is modem MR20-EC. All right. This product actually is already out of warranty but then you're still yeah but no worries we will still provide you um assistance with regards to your concern. I just want to know Mike if your router is connected and online or can you tell me the light color?
02:00
Speaker 1
yes yes that's correct and and yester morning uh huh or when I got home it the router was in the system it was connected like it always is and I had internet and yesterday morning I had internet but then with no jiggling of wires or change in of equipment it was just going in and out yeah yesterday morning is when it started um and and I would go through trying to and and I would power things down [silence]
03:00
Speaker 2
solid blue light, but when you connect to it, you cannot access your Wi-Fi or your internet. All right. Let me check first. So you mean to say, uh, your internet connection, uh, drops sometimes? You didn't have. Go on.
03:00
Speaker 1
You know, I would disconnect the cables, power things down and try it again. And I could get a signal at some point, then it would go away again. Well, I don't know. [silence] I've been gone, I've been gone for, um, two weeks. And so I, I don't, I think we had rain, I don't know if we really had storms, but, um, so I don't really know. But none of the, but, but none of my other equipment is affected. Computer's fine, modem's fine, you know, TV's fine. I don't have any other electrical equipment issues. [silence]
04:00
Speaker 2
[KEEP_UNCERTAIN] Let me see. Uh, you didn't uh experience a storm in your area? Weather has changes, climate. Mhm. Mhm. Yeah. Uh, because all All right, so since uh you're not sure if there was a storm or maybe a power outage in your area. [silence]
04:00
Speaker 1
Uhwell I've already done that. I've already, well, I've already done that with the modem and the router. I did that yesterday multiple times. I mean, I can do it again, but I've already done that. Right Right now I have the modem hooked directly to the desktop so I can get internet. But if I take the cable from the desktop and connect it to the router and then take the cable out of the router into the modem, I stop getting internet.
05:00
Speaker 2
And your router is still showing a solid blue light, so, what we can do is to power cycle first your modem and your router. Hmm. Alright. Yes, since you have already done, all right, power cycle that. Yes.
05:00
Speaker 1
No, they're not loose, but right now as we speak, I don't have that cable connected to the router. The router's not included because I don't get internet, but I can disconnect the cable from the uh modem, and hook it into the router, and then hook the cable from the router into the modem if that's what you want. Okay.
06:00
Speaker 2
Some basic troubleshooting steps. Oh, let's first check the physical connection or ethernet cable connecting your router to your spectrum modem. If it's properly plugged and they're not loose in because sometimes uh, cables that are loose in are... oh, okay. And thus, you can see some of the old features clearly turned white. The actual interface is the GUI, uh, but if you want to see physically inside your modem, this is where the hardware is basically located. Okay. Thank you. Yeah. Thank you for watching. [silence] [silence]
06:00
Speaker 1
So you want me to just disconnect the modem, the cable to the modem and connect it into the router? Yes, the case, the ethernet cable, the ethernet cable going into the modem right now is coming directly from the desk. So to to put the router back into system, I have to disconnect the ethernet cable from the modem and connect it into the router. There's an other that cable. There's an ethernet cable that comes out of the router.
07:00
Speaker 2
I'm sorry, what do you mean by disconnect your modem cable? I'm lost with your network connections. Alright. I'm locked, so you router is not. How do you connect your router to your modem? If there's no ethernet cable connecting it?
07:00
Speaker 1
That goes into the modem after I've connected the laptop. The desktop into the router. Okay. Right now what I have. Okay. I, now, as we speak, while we were talking, I disconnected the cable from the desktop and hooked it into the router. And then I came out of the, into the modem.
08:00
Speaker 2
Okay. So, what I want you to do Mike is to connect your router to your Spectrum modem, because we cannot check if there's internet connection if your router is really online or connected and online. Mhm. [pause]
08:00
Speaker 1
All right, it's still blue, solid blue. Well, there's not a purchase, there's not a power switch, I just have to disconnect the power cable. All right. I've disconnected it. How long should we leave it disconnected? All right, that's what I'm saying. To turn it off, you have to disconnect the power cable. Okay, I've connected it back and I still have a solid blue light.
09:00
Speaker 2
and let's observe the light on your router. can you uh turn off your router its power switch and turn it back on. because it's not. mm-hmm. alright. then just unplug the power cord adapter of your router from the power outlet and plug it back in.
09:00
Speaker 1
It's blinking now. The blue light is the router light is blinking blue. Still blinking. The smart hub is probably my for tonight. Smart have. Which
10:00
Speaker 2
So that's weird, because usually when you unplug your nodes from a power outlet, once you plug it back, it will first start to blink on your router, didn't it? Uh-huh. All right. Okay, so let's wait for it slide to stabilize or go steady.
10:00
Speaker 1
All right, we're still blinking. And my modem says it's online, which it is. Okay, I think, yeah, we've got the solid blue light. My phone? I don't think it's going to do it. Yeah, see that, that's the same thing. I've just, I've turned off Wi-Fi on the phone, turned it back on, and it's searching the network. And so
11:00
Speaker 2
All right. Now I want you to connect your phone to the Wi-Fi name of your Linksys. Yeah, connect it to your Wi-Fi. And let's check.
11:00
Speaker 1
Well, it shows again it shows two it shows Spectrum mobile and Spectrum setup dash 49. It shows those networks. I don't know if that's my wrap or my modem or not. Is No it's not the face.
12:00
Speaker 2
So it doesn't even show the Wi-Fi name of your linksys router or its default. Okay. It's not that's not the Wi-Fi name you created. So it means your.
12:00
Speaker 1
The name I created is not showing on the list. Yes, but it's connected. I just connected it. No, it's not no. [silence] Okay. Okay.
13:00
Speaker 2
So it seems that your router is not connected. Uh, it may have been. It may have been disconnected totally. So, what can we do? Mm-hmm. Right, but it's not broadcasting your Wi-Fi name. Yeah. So, what we can do is to reset your router so that we can isolate if it's a router issue. Once we do a reset, it will revert back to its default Wi-Fi name. The Linksys setup or Velo setup. And if it is broadcast on your phone, then it means that your router is [silence]
13:00
Speaker 1
Okay okay. Okay. What do I need to do in regards to that? Oh, yes, I'm fine. Okay. Well, I just discovered that there is an on/off switch on it, so I may have to go through the cycle again. Okay. [silence]
14:00
Speaker 2
your router is working fine if it's um it's it doesn't broadcast it's default Wi-Fi name then it means that there's a problem with your router now um you're fine you're fine with resetting your router okay so press and hold the reset button on your router just hold on until it goes off when you notice that it's light goes off that's the time you let go. Yeah, sure. So this is simple.
14:00
Speaker 1
well I didn't realize that but I just hit it because because I'm not I'm not looking at it so I'm gonna have to let it get back to a solid blue line but I I do have the um I'll wait for it. no I just should I do that before I power on or should I wait should I wait till the blue light stabilizes again? okay [silence]
15:00
Speaker 2
There's a power switch, toggle switch at the bottom of it. Did you press and hold the reset button? Okay. Uh, turn on. Yes. Wait for the light to stabilize and then do a reset.
15:00
Speaker 1
Okay. sitting there. Okay, we have a solid light now. How long do you hold down the reset button? Okay.
17:00
Speaker 2
press and hold the reset and once you notice that its light goes off that's the time you let go [silence]
17:00
Speaker 1
Well, I'm still holding that, but nothing has changed. How long should it take? I better look to see I'm pushing the right button because it has not changed from blue so far. Look at that. [silence]
18:00
Speaker 2
usually when you press and hold the reset button its light will flash bright red and then it will pulse dimly three times it will flash bright red again until the light goes off you're you're sure you're pressing the reset button
18:00
Speaker 1
I'm not sure, that's what I'm going to, because I'm having a hard time, you know, seeing the back, so I'm going to see if I'm actually pressing the right button. [silence] Is it a blue button? [silence] Do you know? [silence] Is the reset button a blue button? [silence] Okay. All right. I gotta see, get a better look at this. Hold on.
19:00
Speaker 2
it should be a color red because the blue button is the WPS the reset button is color red or which is next to the toggle button of your power so press and hold the reset button the color red usually the reset button is just near the power switch
20:00
Speaker 1
[silence] we go. [silence] but it's not. If it should do it, if it should. chang to red light fairly quickly. [silence] Okay. [silence] That's right. recessed. No, I think that that red button must be recess. You know, I mean, it's you know, something to push it in with. Yes, but it it did that. That's that, you know, it blinked blue. Um, uh, I think what I,I think what I, what I figured out, what I figured out is that the the reset button is recessed. You know, it's not sticking out. You have something to push it in with.
21:00
Speaker 2
Is it blinking? Uh-huh. Yeah, but I think there's a really problem with your router because even when you turn it off or the light didn't blink at all, right? Because usually when you turn off and turn on the link router, it should start blinking a blue, which means that it's starting to boot up. I see. So, it's the reset button. Uh-huh. Let's see.
23:00
Speaker 1
Yeah, that's what I did.
24:00
Speaker 2
You may have to find a pointed object that can hold it.
24:00
Speaker 1
it's easier said than done Okay, I think I'm pushing the red button, but it's not changing to red. How long you're supposed to hold this red button?
25:00
Speaker 2
Uh, as I've mentioned, you have to press and hold the reset button, and wait. Uh, the red light. red light's the one that's going to blink.
26:00
Speaker 1
Все right I'll been holding at and it's not changing from blue to red, right right well it looks like I made just have to get a new or
27:00
Speaker 2
for your router's light, change it from flashing bright red, to pulsing dimly, and then flashing bright red again, until its light goes off, and that's the time you let go of holding the reset button. So we cannot properly reset your router if it doesn't follow the light behavior it should, and we can confirm it by checking on your phones a list of available networks because if it was properly reset, its default Wi-Fi name of your router will be broadcasted on your list of available Wi-Fi networks.
27:00
Speaker 1
here. Okay, well, I'll just, uh, uh, purchase a new router. mm hmm yeah well okay. Well, I guess that's what I'm gonna have to do. Something's wrong with this router, I guess. So, anyway, I appreciate your patience with your help. [silence]
28:00
Speaker 2
Yes, I think it's better to upgrade your router since the router is already out of warranty also. So you have been using the router for I think three years already? Yeah. Yeah, it's better to upgrade to our latest linksys water MX. 6,200. Because the router you're using is from the MR series. And we have the MX series, which uses the latest Wi-Fi technology. Yeah. Yeah, I also appreciate your cooperation.
28:00
Speaker 1
Okay. You have a good day. All right. Bye bye.
29:00
Speaker 2
Mike and thank you for calling Linksys. once again, this is I. take care Mike, have a great day. Bye.
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