Speaker 1
This is Linksys. Thanksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys customer assurance team. May I speak with Nancy? Hello, Nancy. Thank you for answering my call and uh can you hear me okay on the line? Thank you and by the way, uh this call is recorded for quality assurance purposes. Okay. So I'm here to do follow-up regarding the case that was escalated to our level II department regarding your Linksys MX4200. And may I ask is this the best time for us to discuss and troubleshoot your device concerns? [silence]
00:00
Speaker 2
yes yeah you're speaking with Nancy yes hi yeah sure I can yes okay okay yes yes yes Actually, yes okay so that's the challenge um when I talked to the lady this morning so this is at a um that link that nodes are at a a business property
00:00
Speaker 1
Nancy, I was able to hear you quite. Dropping you, it might be on my phone. Okay. I apologize for that. It's okay. So, right now you mentioned that you're not available for us to do the troubleshooting and you want to schedule it tomorrow. Am I correct? Okay. So, no worries. Okay, but uh, thank you. So, what time would be convenient for you then tomorrow? Okay. Okay.
01:00
Speaker 2
Sure. Okay. yeah. Yeah, correct. correct. Yeah. I'm not at the location right now. I'm not there all the time. Yeah. Do you like would 9:30 AM work or 9:15 AM 9:30 AM.
01:00
Speaker 1
Okay, let me double check. Ah, Eastern. Thank you for providing your time zone, okay? So, since it's 9 to 9:30 Eastern, let me double check instead. Wait for a few seconds, okay? You're welcome. [silence] So while I'm checking for the time frame. Is it okay with just uh, uh, uh, uh, ask for about like two to three minutes of your time for me just to check the overview of your case? Okay, thank you. So, so based on the record, you have three nodes of MX-4200 but you are not getting internet connection from this node. Oh. Hmm.
02:00
Speaker 2
And that's Eastern time, I'm not sure where you are, but Eastern time. Yep. Yep. Okay, thank you. Sure. Yeah. Yes. Right. For some reason, so we, we upgraded our internet service, and they had been hooked up successfully to our
02:00
Speaker 1
O n I I see I see I see appreciate information so you mean to say that with your old system with your internet service provider everything was working until you decided to upgrade your internet service speed because that's usually the common yes just like my in my house I upgraded okay so and I have a new modem technically so hmm so but did they provide you a new modem oh I see with a new modem oh I see um
03:00
Speaker 2
existing internet service and when they came in and upgraded the service. Um, we haven't been able to get the linksys nodes to connect again, so we've gone through a couple of trouble shooting, uh, you know, technical support efforts, and I guess it came down to where they needed to bring in you folks with a little higher level of whatever, technical experience. Correct. Mhm. Yup. Yeah. Yeah, so they brought in a new modem. Yes, they did. Yep. Mhm. Yep.
03:00
Speaker 1
see, because because others, they only have like they can just upgrade the speed, but the same modem, but yours is really a total upgrade. Faster internet speed, new modem. Oh, I see. So, uh, please confirm. You also uh, managed to uh, based on the record, I'm just checking the record here. So you did try the original parent node, it's not working, so you instead promote one of the child node to become a new parent node and still not working. Oh, I see. thanlks. So don't worry, Nancy, okay? Uh, I appreciate the information. So our I'll just provide you like an overview. So the problem causes with that one is mostly, it's just a configuration settings, mostly, okay? But since you have a new modem, then it's really uh crucial that I will be checking the software and we may need to reflash the firmware. Like,
04:00
Speaker 2
No. Yes Correctyep. Sure yes Yes Correct. Correct. Yes, yep. Yes, yep
04:00
Speaker 1
Reloading the firmware to your note. Okay. That's just to refresh it. And also set our expectation that we may need to perform a reset and reconfiguration of your note to just ensure everything is working. And don't worry, we're able... Ah, I see. Ah, yeah. Because actually that one is like, like setting it up in a much faster way. No need to have a computer, no need to have a links app. It's a short cut. But what what we can do instead is we will access instead the setup page of your lynxus and we will then configure it directly from there. Okay. And if I may ask, do you have like a computer that can be connected directly wired to your new modem? Oh, I see. That's great. That's great. Because if you have that, as a resource then that is a proof that it worked. Because, based on my experience.
05:00
Speaker 2
Oh, okay. Okay. Okay. Okay. Okay. I mean, we've done the little button on the bottom reset multiple times and that didn't seem to make any difference. But you're talking about something more? Okay. Right. Okay. Oh, good. Okay. Yes. Yes. So I would have a laptop I could connect to it. Yeah. Okay.
05:00
Speaker 1
As long as the computer can go online from the source, the new source, then we should be able to make your router online because the WAN port or internet port of your router is auto-sensing. Same as your computer. Okay? So, we have a greater chance of making the video result, okay? So, I appreciate the clarification. So, I just ask for that time frame. So that will be 9 to 9:30. Okay? But, if I may ask, or, because I'm aligning it with my shift as well, but we have, we're level two. We have okay because we have actually different tech tech here, but we're level two, okay? So we're we're trained the same. The one that you engaged before was level one. We're the level two. So, if this is your preferred time then we will respect that and we can accommodate that, okay? So, I'll just be a backup, okay? Because
06:00
Speaker 2
Okay. Okay. Okay. Yes, okay. Sure, yes. I can do a different time if that works better, but. Okay, yeah. Yes. Great, okay. Okay. I mean, I could make it later if you wanted. I could make it
06:00
Speaker 1
are Ready are Ready yeah when okay? Okay, because if uh I'm going to check on my time okay because I also have a call back uh I may be available to do a I'm just a backup okay but I I'll I'll start with your your your your preferred time okay because that's what we adjust but just in case that uh you're not a call back then I'll be the backup uh 2:30 p.m. that's in the afternoon uh will that still be okay with you just in case but but you're the priority okay? Okay? But you're the priority okay? Yeah then okay so I appreciate that so I'll be able to uh contact you then that too but if I check that my colleagues has already contacted you then at least uh I'm just a backup okay?
07:00
Speaker 2
10, I can't do it earlier. But I can do 10, if that would what would work better for you. Well, okay. Sure. Oh, okay. Great. Okay. Um let me think. Yeah, I think I can make that work. Okay. So if we can get the 9 to 9:30 that would be great. If not, it'd be 2 to 2:30. Okay. Sure. Okay. Okay.
07:00
Speaker 1
Okay. So and Nancy, I really appreciate your time and corporation with us, okay? But about rest assured, with your new modem, we experience that and it should work as long as your computer can go online directly to your modem, okay? So, so would there be anything else aside from our main concern, Nancy? [silence] Wow. So your new modem from your inner service providers combo modem like all in one modem modem plus router plus wireless capability. [silence] Wow. And that's great. At least that's like a back up. And because this is what we're going to do or with that one, okay? I know I already extended with my three.
08:00
Speaker 2
Well, appreciate you. Thank you. Okay. Okay. Um, no. So, I'm going to have my laptop with me and you want me to be able to wire my computer directly up to the modem with an ethernet wire or can it connect wirelessly? What do you need to have? How do you need the computer to connect? I think so. I think so cuz I can get wireless, uh, I think. I have had internet on my computer without being wired in. Yeah.
08:00
Speaker 1
minutes earlier, okay, but uh... so because uh... because we can do remote access in level two, okay? Like, connecting your computer directly to your modem, then using your wi-fi of your laptop, we can then communicate to your router, properly check the settings there, and even upgrade the router there, then once everything is ready, that's the time that we will reconnect the modem to the router, and we should be able to make it work. So that's how, uh, the advantage that, how we can do, and that's in level two, okay? So, Nancy, uh, okay, so I know that you're not available, but thank you for your time in, letting me, understand the overview. So, I'll be putting it here on my notes, so that any one of, our Level 2, that's available on your preferred time, 9 to 9:30 a.m., they already have an overview, because that's already I, I got from you directly, okay? So, Nancy, uh, would there be anything else aside from my main concern? No, we're at the end.
09:00
Speaker 2
Sure, yeah, no problem. Okay, yeah. Okay. Perfect. Okay. Excellent. Okay. Super. Okay. Yes. Okay. Okay. Perfect. Okay. Excellent. Not right now, no. I appreciate you calling and thank you so much for your help. I'm . be really happy to get this working.
09:00
Speaker 1
Yep. Thank you as well for being our links consultant and thank you for answering my call. So, my name is Eric, your [level 2] technician and you can also visit our website which is support.licence.com. Have a great day to you there, Nancy and you Bye for now. [stutter] You're welcome. So, no worries. You're welcome. Bye-bye. [silence]
10:00
Speaker 2
again. Okay. Okay. Okay. Thank you. Yes. Okay. Okay. Okay. Thank you. We'll talk to somebody tomorrow. Appreciate it. Thank you. Okay. Thanks. Yeah. Okay. Yeah. Bye bye. [silence]
10:00