Speaker 1
Yes, so my internet went down, and when it came back up, my whole mesh or my whole house mesh link said system is no longer connecting. [silence] Yes, so my internet went down, and when it came back up, my whole mesh or my whole house mesh link said system is no longer connecting.
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. 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? All right. Um,
00:00
Speaker 1
Yes, it is 59A, Alpha, one, zero M, as in Mike, two, five, E as in Echo, zero, two, 3, 5, 3. Spectrum. I have two that are connected right now. Uh, it's a three system uh setup but I only needed two. Give me one second. I have it.
01:00
Speaker 2
We have the serial number of your next device, please. [silence] And who's your internet service provider, please? [silence] How many phones do you have in total for this system? Okay. [silence] All right. I'll let me just double check again the serial number because I'll let me read it back just to verify if I got it correct. [silence] It's 59a for Alpha 10 for Mary.
01:00
Speaker 1
Um, I'm gonna go back, let me know if this is any of this is wrong. Uh, the model number is M-Be. So, my B-R-B-E chirpjirahjirah. I-be chauvinist 7-000. My name is Mark Taylor. G-Q Superman. G-QSuperman33@gmail.c.g-q-superman-3 G-Q-Superman-33@gmail.c. GQ-Superman33@gmail.coG-Q-Super@g.gmail/c. GQ-Superman-3-me-gmail calm correct.
02:00
Speaker 2
What's the model number? Thank you. And may I have your first and last name please? And lastly your email address. g two superman 33@ gmail.com. Thank you. So right now what is the light of the missing?
02:00
Speaker 1
Red. Solid red. No, it is downstairs. Power cycled the modem, went to the Linksys app, and tried to do those troubleshooting steps, but it's saying it can't find the internet, so it can't let me do any more steps. Sure. Sure can.
03:00
Speaker 2
So what's the blinking red, could I have the other node? Where's that located right now? Is it right next to it? Okay. What troubleshooting steps have you done so far before calling? Mhm. Mhm. Okay, I see. Let's try to reconfigure your node instead to reconnect it back to the system. So we will work on the parent node first before the other nodes. So, can you reset the node? Just press and hold the reset button until the light will turn off, then release it. So, once it resets, that is the built flaw, then let's go ahead, tap the button. See, now it's alternating between green and blue, that's resolving difficulties connecting to the network, then tap it then. Okay.
03:00
Speaker 1
How long do you want me to hold it? No it's off. It's off. It's off. It's slowly flashing red. And now it's solid red. [silence] there's no it didn't do it. It did a little bit of white then slowly flashed red and then instantly solid red.
04:00
Speaker 2
Until the light at the top will turn off and we'll be okay. Is that rebooting like equal to blue then blinking blue?
04:00
Speaker 1
And now it's solid.
05:00
Speaker 2
um okay currently press and hold the reset button for 15 seconds this time. like okay okay you can let go now then just wait for it to boot up let me tell you it will turn to solid blue after [silence] Alright. So for you to set it up easily, just press the reset button 5
05:00
Speaker 1
So you want me to press the reset button five times? Okay. Here we go. One, two. There you go. It is now flashing white. God, I hope it turns solid white. Yes it is, a hundred percent. And it's high I, it's I I pay for the highest internet. So I'm using
07:00
Speaker 2
Yes, one press every second. Yes, one press every second. The light of the node. Okay, that's good. Let's just wait for it to process. Then, let me know if it will turn to solid white. And just to double check, the Ethernet cable is connected to the internet port of the router, right? Okay. Okay.
07:00
Speaker 1
Highest cable you can get using a, Wi Fi7 or cat7, now it's flashing, yellow, and now it's solid red. Okay. and I have another node that we can use if we need to, if it's this node. [silence] perfectly, yeah. and then the internet came back up and then I had no wireless. I have fine wired. I can do wired internet, no problem, but I can't do any wireless. it's still solid red. okay. all right. can do. [silence]
08:00
Speaker 2
But before the Internet went down, everything is working fine, right? [sound] Okay. Mm-hmm. Okay. Can we do a sequence reboot? Turn off both the router and your modem. And after 10 seconds, you turn on your modem first and wait for it to go online before you turn on the router.
09:00
Speaker 1
All right. Modems back. Plugging in the router. [silence] [music] [silence] [music] [silence] flashing blue and solid red. [silence] Oh, now it's white, but slow blinking white, slow blinking red, solid red, red, red, Yeah.
11:00
Speaker 2
Okay, just give it a minute. Oh, just give it two minutes to process.
12:00
Speaker 1
Yeah, I have full internet. I have my Smart TV connected to the modem, and it works perfect. It's just wireless. And, like I said, it was all working fine. I don't know what happened when it got shut off, and then came back on. It's like stuck. [silence]
13:00
Speaker 2
Have you tried to like connect a computer wire directly to the modem to check if it's working or not? I've not seen it. Uh huh okay.
13:00
Speaker 1
Still solid red. I do. Yep, here we go. [silence]
14:00
Speaker 2
it's still solid dried you also have another node right okay can we try that one instead just disconnect the load that we are working right now and just set it aside
14:00
Speaker 1
All right. All right. The new one is plugged in. Yep. switched. I'm going to put the internet cord in first. There we go. There we go. That one's going now too. Yep. Right now it's solid blue. now it's blinking blue. Slow blinking. slow blinking blue
15:00
Speaker 2
Okay. Don't wait for it to boot up. Let me if it if I can't turn, um, okay. Um, if it'll turn blinking red.
15:00
Speaker 1
slow blinking light solid red so hold it till the light goes off right
16:00
Speaker 2
Can you reset that one?
16:00
Speaker 1
couldn't think of anything.
17:00
Speaker 2
it's um you can let it go if it's booting up [silence]
17:00
Speaker 1
Five presses complete. It's flashing white. Flashing yellow. Solid red. Sure, no problem. She's checking something on her end. I don't think they know neither. She's literally think it stuck. I think when they shut me off and shut me back on, it, it trapped us and not whatever Spectrum had before. And I want, and I so I told the guy to send the signals and he said, no, I don't need to do that. Because he didn't, we're stuck in the same. [silence]
19:00
Speaker 1
old IP address. I tried to do 2019, but it dropped. There's not enough signal. It's not enough signal. I need something with strong signal. Oh, I never get in trouble for this. He's just bored. But it's about to be 100 degrees, so. I can take him on small ones around, but. Thank you. So no, I do not have one. My laptop does not have a line out through white wireless, but I don't see a place where I'd put a land cord. Weird. Yeah, I don't have anything else I could use. Could I find it? Could I find the IP address through my TV? [silence]
21:00
Speaker 2
Does it have internet connection? Okay. Because we need to check. Yeah, if you can see the IP...
25:00
Speaker 1
Oh wait, wait, wait. No, no, no. No, no, no, no, no, no. it may work. It may work because it's not connected wireless, but my hard wire internet works. Yeah. Turn the TV on. Let me see this. I can go to the Wi-Fi settings or the internet settings, I should be able to find it from there because it's still hardwired. here Wi-Fi. It's going all not that area. There it is. I got the IP address. And I have the Mac address. You
26:00
Speaker 2
Is that possible? Spoiler. and the internet address of the TV? Yeah, that's why we need a Oh, Let me just check on that one just a moment. [silence] May I have the internet address of the TV? [silence]
26:00
Speaker 1
don't the IP address? All right. The IP address. Wait, did you say Mac address or IP address? All right. It's going to be F as in Foxtrot, E as in Echo, 80873. F as in Foxtrot, 8, Alpha, 6, 6, 4, 7. C as in Charlie, 8, 7. 5, 5, 5. Oh, it's got 1, 0.0.0.16. Have it what?
27:00
Speaker 2
Yeah, it's address. IP address, IPv4 address. It doesn't have like IP address like 192.168 or numbers like that. How about MAC address?
27:00
Speaker 1
No. It has a device. The Mac address and the IP address
28:00
Speaker 2
MAC address. Okay, hold on just a moment. [silence]
28:00
Speaker 2
Oh, I can give me the that you want. Okay, so he will use that one old on your laptop cleanly connect your laptop to the network name of the parent node, which is the Valo setup.
29:00
Speaker 1
All right. All right. So. Go to the internet. It's not finding it anymore. Correct, yeah, it's gone. Oh, I have one that says the link says 0722. Right, right, right, right.
30:00
Speaker 2
The Wi-Fi name of the parent node, developed that up, yeah, you can double-check at the bottom of the node.
30:00
Speaker 1
reset it yeah yeah that's it and we we change the note all right so if i connect it's asking for a password dude that's a crazy password of yet symbol do you want me to put the at symbol [silence]
31:00
Speaker 1
Do you want me to put the at symbol? Okay. CK3U. Shift, 2 [silence]. Two at symbol. 2 [silence]. Shift [silence]. at. All right. It's trying. It's saying, verifying and connecting. [silence] No. Saying that the password's not right. One second.
32:00
Speaker 2
At symbol, yes. Now connected.
32:00
Speaker 1
Seven. Oh, it's under the capital K. That's why. checking network requirements [silence] says no internet security [silence] uh-huh
33:00
Speaker 2
as long as it's connected, if it's connected open up any browser that you have and access this website myrouter.local that's all right.
34:00
Speaker 1
my router pop oops my router that local nope your connection isn't private oh nevermind all right checking for internet there's no internet connection no it's saying your internet might be down because of a local
35:00
Speaker 2
What? Yes, just bypass that one. But does it lead you to the A links page to log in?
35:00
Speaker 1
Your internet might be down because of a power outage or issue with your ISP. Restart your modem or enter your ISP settings at 192.168.1 on your computer to see if that works. [silence]
36:00
Speaker 2
How about try to access 192.168.1.1. What browser are you using right now? [silence]
36:00
Speaker 1
umm i think google oh wait i'm in the login in it it's telling me to access my router um same one i just put in all right one second um uh on my router um let's see um three t k uh nine three r y two s nine um
37:00
Speaker 2
Yes, route one. So input there your router password. Same password at the bottom. Yes.
37:00
Speaker 1
that symbol. It's saying it's the incorrect password. All right, reset password. All right, enter the recovery key right here. One, two, three, four, five. Enter the recovery key from your node. That's it? 7 3 3 8-0. Yeah. 738. 7 3 3 8-0. Yep. 7, 3, 3. All right. It says, choose a password that is secure. So now I can just make my own password? [silence]
38:00
Speaker 2
try to reset. Uh, there, Yeah, from your note, the one at the bottom. Sorry.Yeah, that's for admin password and
38:00
Speaker 1
All right, cool. Is the same thing I do for everything? All the, for. Yeah. All right, it's reset. I'm in the settings. Yes, I got it. Okay. Or, click what? I don't have a rep report. I have refresh, open in browser, print and DHCP client tables.
39:00
Speaker 2
that page, so create one. Okay. All right, so let's check first. Hold on, just a moment. Go to Troubleshooting on the left side. Go to Troubleshooting and then under Status, click Report. Report.
39:00
Speaker 1
Oh, no. I see it. It's up here. I got it. I got it. You're right. OK. I'm in. Yep. I'm here under the 1 gigabit per second under Internet. It is on Internet. Internet 1 gigabit per second.
40:00
Speaker 2
on just a second and then under report can you scroll down at the very bottom there is uh table there and then yeah where is the X mark located or is there any X mark located good okay uh it's not on is it on the internet okay uh [silence]
40:00
Speaker 1
Okay. I'm in it. It doesn't have one. 0 0 0.0.0. It says release and renew. [silence] And same thing with the ITP6. That one's fine. Okay. [silence] Sure I can. It is 1.0.14.2166.
41:00
Speaker 2
And then kindly go to Diagnostics what?
41:00
Speaker 2
Okay, good. Let me just check if I'm today. All right. Can we click okay to exit from trouble shooting and then go to connectivity? and then go to Internet settings. and then enable Mac address clone and then input there the Mac address of your device.
42:00
Speaker 1
the Mac address of my what? oh my trash. okay. yeah. yeah. yeah. I can do that. give me one second. all right. so you want the one zero. zero zero or one all right. so it's going to be one zero one zero dot zero. zero dot one six zero.
43:00
Speaker 2
your TV, the one that we checked earlier. [silence]
43:00
Speaker 1
And then they say clone. Okay. Is that invalid Mac address? Oh, God. I'm putting the wrong thing in. You're right. I put in the IP address. Thank you. We throw that inside here. 594 B3.
44:00
Speaker 2
948, 9377D4A, correct as per 94B3, B4F.
44:00
Speaker 1
f7 before a B. B. A B. and then to consider changes. changes. program? Okay. You want me to hit okay? Okay. You know how long ago
45:00
Speaker 2
Yes. Okay. Yep. Then observe the light of the node if it will change or not. [silence] Yep.
45:00
Speaker 1
It's still solid red. okay, no, no problem.
46:00
Speaker 2
Still power thread. Just give it uh one minute. Just a moment. Let's just give it um two minutes to process. Then let me know if it will stay solid thread. I'll be right back.
46:00
Speaker 1
you're a teller, a teller I guess. can I get? Gary's in there. or is that you, Doug? I talked to the guy and I didn't see all shut you off. so all my internet was lost. you're like, well, payments. well if you didn't shut you off one payment, so wow. I'm here. it is still solid red. that's fine. That's all. Correct. Thank you. You as well. Bye. And now you better answer all your phone calls. No, in one hour. I answer all of them. Yep. Thank you. [silence]
48:00
Speaker 2
all right, so your call back number would be 330-329-820, correct, okay, all right, so thank you so much, sir, and then just keep your lines open, our level two technician will call you back within an hour, you're welcome and have a good day, sir, you can end the call now, thank you, you can end the call now, say thank you.
49:00