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. [silence]
00:00
Speaker 1
Hi, I'm just having some trouble with the Wi-Fi connection through my Linksys router and I'm wondering if I could get some assistance. What was that? Let me see. I'm unplugging it right now so I can get to the back of it. Okay. Do you want the serial number? Okay, the model number is WRT1900AC v2. And my serial number is 13893679. Okay. And the problems I was having is that sometimes I'm connected to it, but, um, it only appear, it's only working for like maybe like 15 minutes at longer times. And sometimes it does, it do reconnects, but it just goes back again in the cycle. R7310 10. And the serial number is 36Y10M27C-004340. yes, I do not have it right now. Our Internet service provider is Frontier, but the thing is the Frontier Wi-Fi is working. Because we're a business and we have three different buildings. So in the building that the Wi-Fi is actually all plugged up and connected in, it's working. And then we have a cord that connects [noise] [silence] building [noise] [silence] [noise] in this building, so now we're just going to this building [noise] the calendar, so [silence] just want to let you know that we are here and that we do not have it right now. So I just want to wait for our cable. Okay? And then we're hooking [noise] [silence] [noise] these houses [noise] [noise] you fridge, okay with you [noise] [noise] [voice] that Wi-Fi router to this Linksys router. And in this building, the Wi-Fi is not working. I called Frontier, and they said that they would, I called Frontier and they said they would not be able to help. So, now I'm calling you guys because you're the provider of this router. It's just flashing red. Okay.
01:00
Speaker 2
What's the light indicator of the links is the device right now. OK. If it's flashing red, ma'am, it indicates that the router, it's a physical disconnection, which means that the router is not detecting connection from the internet source. So, the first, the primary troubleshooting that we can do for this is to check the cable. Now, ma'am, before we proceed, can I
03:00
Speaker 1
My name is Zola Carroll, Z-E-L-L-A-C-A-R-O-L-L. And my last name is Carroll, C-A-R-O-L-L. school.org. [silence] Yes, admin@cowanSchool.org. [silence] All right.
04:00
Speaker 2
So, that's koan, koanSC.h. ool dot-com. All right. So, um, yeah, by the way, I just wanted to set your expectation, ma'am, that us, because checking in our record, it shows here that this device that you have is already out of warranty. Uh, but don't worry, cuz to be able to provide you free technical support to check to dive whether device is flashing red and up providing Internet, but if in case it's deemed defective, then, um, it will no longer be covered for the warranty replacement. For now, um, please check the
05:00
Speaker 1
Okay. Well, there's a problem. The Internet cord is underneath the ground in some part. And, we've looked, and we've looked and checked where it's above the ground. So what I really need is someone to come out here. And I don't know if you guys can send someone out here. Because when I call Verizon, they would not send someone over here because they were saying that the problem is with Linky and not with them. So Can y'all send a technician up here to look at the cord or do something? [silence]
06:00
Speaker 2
Well, ma'am, we do not have a physical technician, uh, service technician who can, I mean, service technician who can come to your home and, uh, troubleshoot on your end. Um, how about this one, ma'am, can you disconnect the cable, uh, disconnect the routers, ma'am, and
06:00
Speaker 1
Okay, I can do that. I also have a separate Linksys router over in this building. Can I try to use that different router to see if it's the cable and not just the router? Of the second router or the first router? Well I'm talking about two, so I'm confused on what
07:00
Speaker 2
then bring it to near the modem, so that we can connect it with a short cable, and we can verify if it's really the cable. Is it working? What's the model number of that device, the one that you're talking about?
07:00
Speaker 1
Which one do you want me to tell you about? Yes. Well, I don't know if it's working or not. That's that's what I'm saying to you. Okay. Okay. Well that's. Give me a few minutes cuz I need to walk over to the other building. I was saying that we had a second router over here that was not plugged in. It's the same model number as the one that was currently plugged in. So I was asking you if we could plug it in, Ma'am, I understand that. I just I just unplugged it so I could walk it over to the other building. That's just what I was trying to explain to you. We have two routers that are the same serial number or not the same serial number, the same model number. So I was asked.
08:00
Speaker 2
You said that there's a different route there, ma'am, that is currently working that you're using. Is it working well? Okay, well, if that's the case, then we'll just focus on connecting this router to the modem. Okay, so if it's not plugged in, ma'am, then it's not working. So and our goal here is to try connecting.
08:00
Speaker 1
asking you, if instead of walking all the way over to the other building, which I am doing now, if I could instead plug in that different router that's not being used, so I can see if it's a problem with the router or a problem with the cord. But I'm walking over right now to try to plug it in. OKay, and that's when I'm doing. I was just wondering if that was available. I had to unplug it so I could walk over to the other building. The modem from the Wi-Fi is in a separate building. Whenever I'm troubleshooting and testing the router, it is always if
09:00
Speaker 2
We cannot if that's the case uh if that's the case we cannot We will not be able to verify if the router is uh the problem or the cable We just have to focus on one router for now uh ma'am. You just said ma'am that it's not logged in uh so technically we cannot use that to verify um our concern Let's
09:00
Speaker 1
Okay, I think I got it plugged in and it's flashing blue now. It looks like we only have like with that are plugged in. We have four that say Ethernet, and then one that says Internet. And then a USB one. This, um, I guess that's a frontier modem. Let me. The model is NVG-468MQ. But the, oh, I thought it was solid. It's still flashing a little bit. Oh, now it's flashing red.
15:00
Speaker 2
so just to verify, how many ports do you have on the modem? on the modem, how many ports do you have? k, that's on the modem, right? what's the brand and model of your modem, by the way?
16:00
Speaker 1
I connected it to the port that says internet on the Linksys like or on the Linksys? Modem. It's just plugged into one that says Ethernet or. Yes. There's already. You want me to unplug it and put it in number one? Okay. Now it's an Ethernet one. It is flashing red. No. It's in the other building. I have a phone. Well, now it, now it's blue. And the Wi-Fi over here is working because we have a different router over here. So I think it'll be hard to test because the two, two.
17:00
Speaker 2
What's the light indicator now? Okay, now do you have a computer with you right now? How about an iPad or a tablet? [silence] Okay, so next step that we will do is you will access the router settings of the, I mean the settings of the router via the browser. Um, that is why I'm asking if you have a computer.
18:00
Speaker 1
[silence] but the L the link C. Okay, so if you guys don't have um people to come and the frontier is saying that because it's a third party router, they won't come out. Do you have any idea on who we should call to fix the cord? Yes, I understand that and I'm just I don't know.
19:00
Speaker 2
I understand, but if the router, yes, if the router stay solid blue, then it means that the router is fine, it's really the cable. Uh, well, my recommendation, for that Mem is, if you have a local technician, uh geek squad, something like that who could, um, who knows about um, about this technology, it can help you connect a, um, because the thing is maybe you need to change the cable, Mem. And with that, Mem, you need to look for, uh, maybe a cable, a machine that can help check how good the signal that is coming from either from the router or, and, if that, then that would cause you like a lot of uh, ways.
19:00
Speaker 1
Okay, well, I'll figure it out. Thank you.
20:00
Speaker 2
thickness, who knows this stuff? You could, if if Frontier will not do that, because probably the thing is it's already out of their scope. Since you're running a business, they expect as well, same as us, that you have a thickness expert or an IT that that will install this network or the your
20:00