V2 Rubric Detail — 9610c9a8-8046-11f1-8…

Hi, how are you? I'm good, and you? Silence.

uh-huh. uh-huh. uh. uh. okay, got it. Let me just check on the exact, and while we wait, may I have your phone number? Just in case you get disconnected.

I'm sorry. I'm sorry, I didn't. I see. I see. Got it. Um, am I speaking to Ms. Kimberly Figs? Mhm. Okay, yeah, it shows here that you were able to call yesterday, uh, last 13th of the month. Mhm. So, you have a Xfinity router 6350 and your internet provider is Xfinity, right? Okay. Uh, it seems that you were calling for the same concern.

Okay, so you- Ma'am, let me just confirm that you did already, uh, you did not press the reset button. Am I correct? You tried. Okay. Got it. So... So what is the light at the top of your router right now? Uh, the red flashing. Okay. Um, do you have a separate Wi-Fi from Xfinity? No. So, you only have a Wi-Fi from your Lance's. [silence]

Okay. Uh, you mentioned here, I'm sorry, ma'am, mentioned here that you cannot wire a laptop. Or you don't have a a laptop that is capable for wired connection, right? Is there any device that we can use, ma'am, wirelessly, like a laptop that can connect wirelessly or an iPad? Uh, no, uh, how about, Yeah, how about just wirelessly, able to connect wirelessly via Wi-Fi?

I will ask you to use your laptop for now and then we will go to the next step on checking if the ports are detected. Are you able to see the wifi name of your device? But you can see the wifi name? What is the wifi name? Yeah what is the wifi name you have set up before? Okay.

I'm sorry, what's the name? Link to set up. Okay. Actually, that means the Link to set up that you just mentioned is your WiFi name. Okay, can we do this one, ma'am? Connect to the Link to set up WiFi name and use the password written underneath the Linksys device. And no, uh, no, no, uh, your laptop, ma'am, it can see the develop, I'm sorry, the Linksys set up name, right? That's okay. That's okay, that means that you are already connected. That's good. That's good, or

How about do this one? Open a browser. Okay, type this numbers on the address bar. Okay, 1 9 2 . 1 6 8 . 1 . 1 . Mhm, yes. Okay, and press enter. That's it. That's the right page, ma'am. Can you please, um,

I'm sorry can you please press on the picture of two phone or click on the picture of two phone on the screen. Okay so yes by default, that will be admin already case. adminadmin admin all lowercase. Okay, first box that you will see in the middle part of the screen, it says network status.

Right? [silence] first box. Yes, does it say no internet? [silence] No internet at the top. Okay. Can you please go to the left side, lower left under about the settings ma'am. You have uh troubleshooting. Okay, go to troubleshooting and uh first information that you will see is status. Just below status you have reports. Okay. First information that you will see on the report will be uh firmware. Okay, can you provide me the first uh the version number?

216 (ss 12 okay. Scroll down please all the way to the bottom of the page. You will see ports. Yes ma'am, you will see their ports. Is there any X mark on the port for internet? No X. Okay, so this is the reason why your router keeps blinking. Okay ma'am. Um how about on the other ports? Is there any X mark on it? Okay, so if that's the case then we will do a hard reset on your link

incuses and check again used to show up a next smart and okay yes how about to this one can you please got to diagnostic still under troubleshooting? Okay. And lower right you have an option for factory, factory reset. Okay. Okay. Okay.

It's rebooting, right? It's actually resetting, ma'am. Yes. Let me know if the light on the top turns to the purple, okay?

Okay, that's good. can you try to connect your uh before we do that, can you check at the back of your links? One of the port it says internet.

Okay, is there any Ethernet cable connected to it or plug in that it's connected? Okay, that's good. Is there any light on it like flashing yellow or flashing orange or green? No? Okay. Uh, at the back, yes at the back. Where you have the Ethernet cable on the internet port. Nothing's flashing. Okay, that's okay. Uh we will check. Um, connect your laptop again to the link to setup name. Okay. Make sure that it is connected. Okay? Because we just did a hard reset or a reset on your router and your phone or I'm sorry, your laptop will be disconnected. I'm sorry, ma'am? You can the, can you retype the numbers, please? The 192. 168. Yes. And the browser.

192.168.1.1, yes.

Sorry, Wi-Fi settings of what? I'm sorry. Okay,Do you see the Linksys set up name? Okay, uhh, let me just check. Okay, it's it's still the same Wi-Fi name, Right? Linksys set up.

612. Okay, let's connect me. Yes. Okay. Is it connected or is still connected no internet? Connecting okay. Okay. Okay. I'm getting disconnected. Okay. I'm getting disconnected. Okay. disconnect

still unable to connect uh huh still no internet i see can you go back to troubleshooting ma'am okay and go to report under status uh huh and then can you check if there's already an x mark

Can you unplug the? Ethernet cable and plug it on the extra blue ports ma'am? Uh-huh. And then refresh the page, let's check if there will be an X mark on any of the four ports that you connected. Uh-huh. Okay. All right, after you plug in the ethernet cable, refresh the page and check if there's an X mark on the ethernet port. Okay?

I see. even on the ports where you connected the uh the ethernet cable. don't have. okay. the. um, do you have a spare ethernet cable ma'am? yes do you have a spare ethernet cable? um I see because it seems that your uh your ethernet cable was not detected on any of the ports. usually ma'am uh there will be a flashing uh red or flashing orange light on the ports if there is a cable connected to it. so that means that your cable was not detected.

How about let's do this? Unplug the other end of the ethernet cable, ma'am. The one connected to your Xfinity box. And then can you do this swap? Like the other end where it connected to the modem, put it on the linksys. Like swap the addresses or the ends. let's see oh yes please

So, and the the ports where you connected the ethernet cable, there's no flashing or there's no blinking lights, right?[silence]

Yes. Yes, miss. I'm still here. So, you already swapped the address, right? Is there any flashing lights?

Phil, no express. More how is it? Ma'am still doesn't flashing light on the port and no ex mark. I see. Okay.

uh. Okay. Can we try this one, ma'am, please? Uh, you have one ethernet cable, right? One connected, uh, other end connected to the, uh, Xfinity and other end connected to your Linux. Can you use, uh, that same, uh, cable or same ethernet cable, ma'am? The other end will be connected to the internet port of your Linux. The other end of the, uh, of the cable will be connected to the inter, uh, ethernet port of your Linux still.

yes. Ethernet, the other end of the Ethernet cable will be on Internet the other end will be on Ethernet. I'm sorry. yes. And then refresh the page on your computer. Plug the other end to the device it now it'sif you're seeing green light here and also on the URL bar type 10point0point4point1 and press enter, if i'm asking about what is it going to do i'm saying that he say we have one, we just have one so that's the Eth another end will be on Internet, the other end will be on Ethernet. I'm sorry. Yes and then refresh the page on your computer. Plug the other end to the device it now it'sif you're seeing green light here and also on the URL bar type 10point0point4point1 and press enter if it ask about what is it going to do just type it, just type it Administrator and then it the main password is password.

still there's no light on the back uh of your device still no lights okay okay uh go back to your laptop ma'am and then refresh the page go back to ports let's check no um X on sports okay okay so he Here's a thing, ma'am. Uh, we consider we can consider two possibilities for this. Uh, first possibility, ma'am, is that the Ethernet network cable is already defective and you have to replace that. Second uh second possibility why it's not working, which is, uh, I believe, not really Um. There's less chance that it will be an issue. Um, we tried the loopback, which is uh, connecting each of the uh, edges of the uh, Ethernet cable to the router, right? And there's no X-mark on it. Um, usually, ma'am, uh, if the router will be defective or a port of the router will be defective, it should still detect the other port or the other Ethernet port. So, uh, there's also a possibility that the Ethernet port.

is already a a defective, but right now we cannot confirm because you don't have a spare ethanol cable that you can use. Okay. Uh-huh. I'm sorry, what's the, are you referring to the internet cable? Uh-huh. Uh-huh?

I'm sorry. Sorry ma'am. We will check now. Yes refresh.

Oh okay, that's good. So one for ethernet and one for um, internet. Okay. So ma'am, uh the ethernet the other end of the ethernet uh cable that is connected to the um internet ethernet port. Can you unplug it and put it on your Xfinity box?

yes OK still there's no light at the back of your link this ma'am no lights OK that's fine that's fine as long as it detects an X mark ma'am so let's go back to your link this page and then refresh again the page desktop if there will be is there will be a X mark on just internet internet for youm we verify if the cable is is effective or not

No X mark on Internet or the ethernet, but we did detect that earlier, right? When we when you replace the cable when you replace the cable, ma'am. It detects two X mark. Okay, can you plug in properly the ethernet cable? Like unplug and make sure that it you will hear a like a click when you plug in the port to your router, ma'am. If you can do both, yes, that will be good.

same this man troubleshooting status and report and scroll down. no X mark. okay, can you unplug the [silence] Ethernet cable just on the internet part of your lines? unplug the Ethernet cable and plug it on any of the extra ports.

Yes. Mhmm. Yes and put it on the Ethernet. Uhm. Okay and refresh the page. Let's check if if detects an x mark. X mark still. X mark still. Yes. Yes Lisa. Yes let's try.

Ahem. Ethernet 2. Uh-huh. Earlier, ma'am, we confirmed that there is already an X mark, right? When we did the loop back with the new Ethernet.

Mm-hm. Mm, I see. ma'am, will you do that? Uh, will it be okay if I place this call on hold? Uh, two to three minutes. Okay, and if it's possible, ma'am, that you can swap the other edges of the uh internet cable? Like, the one that you connect to your, uh box with the other end, put it on the uh internet port and the other end put it on the box? Okay? And, uh I'll be right back. Okay, thank you, ma'am.

Hi. Thank you so much for patiently waiting. So, uh, how was it? Did you try okay and still no f marks on all. Okay. Ma'am, can you do the loopback please? Uh, same, uh, device, like uh, only on the router? Internet to internet. Like one cable on one device. Yes, without the affinity. Like the other end on the internet port, the other end of the cable will be on, uh, internet ethernet port.

Okay. And yes. Uh huh. I see. Ma'am, here's the thing. Um, that ethernet cable or our lynx device, that ports on it. Uh, if you will plug in an ethernet cable into another device and it's it's not working or the port is not working, it will not show up an X mark. So, what we did, the loop back, that proves that the router is not defective. It is just not detecting a connection on the other device. Which means, your the modem. No, ma'am. It's the modem that is not detecting.

Actually, ma'am, they will tell you that the modem is working because they only detect the connection from outside to your modem. The physical device, they don't see if there if that's working or not. The best thing that we can do for this, if we can secure a computer that we can connect directly to your router, I'm sorry, to your modem, like without the router, computer to your Xfinity box. If it detects a connection then that means that your modem is working. If there's no computer then it will be better if you [silence] connect directly to your computer by using [silence] to initiate the [silence] [silence] of your work with your network. [silence] For now, I will ask a few questions [silence] Get your concern resolved finally. [silence] With our team. [silence] Do you have a cable or your own modem, sir? [silence] To admit. Um, what's in the to let me take a status. [silence] Okay. [silence] For now, I'm checking [silence] [silence] my [silence] await. [silence] Checking the [silence] [silence] connection your internet. [silence] [silence] Of [silence] internet for your premise [silence] [silence] to uh send out. [silence] a reset on the network. [silence] Uh, [silence] may I know if you are using [silence] a personal router [silence] that provided by your internet [silence] service provider? [silence] [silence] Oh, sir [silence] or [silence] the [silence] modem that provided by Comcast. [silence] [silence] [silence] [silence] I will go to the end of the [silence] [silence] [silence] session for the [silence] [silence] advantage to brandon from a get a ticket sent out. [silence] Yeah. [silence] [silence] [silence]

Yes, ma'am. The reason because we proved that when we do the loopback, it detects the three ports. If there is a computer that we can wired, ma'am. If not, then it should be up to Xfinity to send a technician onsite. Yes. All the lights are lit up, but did that detect?

technician connected a computer directly to your modem like the port? [silence] I'm sorry ma'am [silence] did uh he or that technician connected a device directly to your modem uh ports? [silence] How many ports do you have on your modem? [silence] Does it uh just one or do you have multiple ports? Mhm only one port. [silence]

our mod. Uh, yesterday? Mhm. Is it not that computer? Oh, a tablet? A tablet, actually, ma'am, is not capable for connecting via Ethernet cable. If that's the case, then, uh, that technician did not check physically the connection or the Ethernet or the internet port of your mod

Well, we don't have visibility with your modicle. the only way for us to check, the only way for us to confirm if your modem is working is, on our hand, is we ask the customer, we ask you to or we will ask you to secure a computer that finally connect physically

yes, you're welcome, ma'am. Uh, I will provide your ticket number in case you need to call us back, okay? Okay. So, just let me know if you're ready to get the, uh, ticket number, ma'am. Okay, so that will be LTS00136832. Okay, thank you so much for your time, ma'am. Uh, bud, you have to get in touch with Xfinity and, uh, ask help from them. Just let them know that you need a computer that can be wired.

Okay, thank you so much for your time. Have a good day, Miss Kim. Please feel to call us back if you need further assistance. You're welcome and bye bye.