Speaker 1
Yes. What's your name again? Hi, happy. Nice to meet you. Hey.
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 1 now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling linksy support. This is Epye. How can I help you? Epye sir, E-P-P-Y-E. Yes, hi there.
00:00
Speaker 1
Yeah. We, yeah, we're, are. It feels that our router just kind of maybe maybe died on us. So it's hard to tell and I'm, so I'm not sure, it's still under the one year warranty and I just wanted to touch base with support to maybe see if you guys can confirm that it's not really working anymore or what's going on maybe to to to help me diagnose this. So Yeah, so [silence] Oh, sorry. [silence] Yeah. So I have the, so [silence] so this model number.
01:00
Speaker 2
[silence] okay. Can we have first the model number and the serial number of the link this device that just try to look underneath [silence]
01:00
Speaker 1
6Mart 2 0 M 3. Daryal. Number. 5 0 U 1 0 M 1 5 D 0 0 9 5 6. That's what I see there yes. Ah. it's like since November 13th so about eight months maybe oh
02:00
Speaker 2
mm-hm. in the serial number. it's 5 0 you for umbrella, 1 0 Amazon, Mary, 1 5 D like David, 0 0 9 5 6, correct. okay, and uh how long have you been using this device sir? [silence] [KEEP_UNCERTAIN] So on my receipt, I picked it up on November 13th, 2023, so yeah, I'm still within the year of the warranty. Okay, right now let me just priced a record. Can I have your name? Taylor. Taylor Lam. And could I have the last four digits of your phone number? Okay, Lam. My phone number is 212, yeah.
02:00
Speaker 1
Yeah. J Daniggian, so J -D-O-N-I-G I-A-N at Moscow M-O-S-C-O-W dot com. First step internet out of Moscow, Idaho. [silence]
04:00
Speaker 2
Okay, and your email address or Jared. Okay. So that's J at moscod.com. All right, and who is your internet service provider? First... first step internet. Okay. All right, so right now you you're unable to go online using the links.
04:00
Speaker 1
Yeah. Yep. There's power. Um. It, um. When I, and and I the the internet cable that's running in it's connected to the internet, um port, you know, it has both a green light and a, um blinking orange light. Um somewhere along the lines we what happened I guess what back it up what happened we were one of us was just working at the computer and all of a sudden, um we just lost connection. Um so we checked with our internet provider and we still have connection if I if I bypass the router and go to the, um just to the computer itself. Um we we have.
05:00
Speaker 2
What seems to be the exact issue, sir? RF 140: Is the power still on? [silence]
05:00
Speaker 1
I of internet there, so, um, we, we're just guessing that something maybe in the settings of the router or something or other may have maybe something changed there somehow just, just as a fluke. So, nobody touched anything, did anything, just doing our normal things. So, um, and then I've tried reconnecting and I and I'm just not able to reconnect, um like, um, just even our, you know, our phones. I have the Linksys app on my phone. I've been trying to, um, just kind of try to set set it up again. And, for some reason, I'm just not, uh, um, getting it to set up, so. Yeah. Just one. Yep, just the one. Correct. Yeah.
06:00
Speaker 2
OK. How many, how many links is devices do you have? Just one. OK. So right now you are unable to go online using the links router. OK.
06:00
Speaker 1
uh, no, yeah, this is the first time. we hadn't, we hadn't had any issues with the router at all up to this, really, up to this point.
07:00
Speaker 2
All right. So, yeah, we may need to check first, sir, if we um, the hardware's still working because the power is still on. So there's just a need for us to verify the settings. We need to manually set this up. We will also need to check the firmware. Okay. Um, yeah. All right. So, right now, you have the modem connected to the internet port of this Linksys router, correct? Okay. And currently what is the the LED indicator?
07:00
Speaker 2
Okay. All right, we we may need to reset that device to factory defaults. So, to perform the reset, uh, kindly press the, the reset button at the back of the Linksys for 25 seconds. Um, All right. Yes, yes, so it's reset.
08:00
Speaker 1
[HUMAN_REVIEW] [silence]
09:00
Speaker 2
all right and let me know what lights are let Okay, we'll wait for the uh the light to turn solid blue on the front okay
09:00
Speaker 1
Do I have a computer available? Yep. Okay. So right now I don't have a cable running. I don't have an ethernet cable running from the computer to the to the router. Do you want me to do that? Oh yeah. Yeah. I can do that. Okay. Okay. Yep. Okay. Okay. So.
10:00
Speaker 2
do you have any computer available for Jarrett? Yes. Okay. Yes. So we'll just have to, yeah, we'll use your computer first to set this up properly, okay? Can we, do you have an extra Ethernet cable? okay. Yes. Yeah. Can we connect the computer to one of the ports at the back, numbered ports?
10:00
Speaker 1
the light, is like, a, solid, purple. Yes. And that's, okay, and that's the red reset button. Okay. Oh. Okay. Let's done.
11:00
Speaker 2
It's solid purple. Okay, all right. So now, let's do a five presses on your Linksys router, sir, to perform the five press kindly press the reset button five times. So don't press and hold it, just press it once, but do it five times. Okay, so it's like press, release, press, release, press, release. That is correct.
11:00
Speaker 1
Okay, it's a blinking white light at the front. Interchange between a blue light and a white light still blinking. [silence]
12:00
Speaker 2
Okay, So we'll just wait for the lights to stabilize again. [silence] okay [silence]
12:00
Speaker 1
so it. so it had a solid blue light and then it went to a red light. solid red light Ok.
13:00
Speaker 2
Then it's now solid red right. Okay, can we go to your computer, sir? Okay, let's open up a browse
13:00
Speaker 1
Windows 11 Yep. Yep. Yep. Yep. Okay. S-s-okay. S-C-P-A-S-Y.
14:00
Speaker 2
Oh, by the way, let me just check the IP address of the computer first. So, is your computer running on Windows operating system? Windows 11: All right. Can we look for the search option at the bottom beside the Windows logo? Do you see search? All right. Just uh click on search and type and like Nancy, C for Charlie, T for Peter, A for Apple. NCPA.Cpe4P. Then hit enter. So that's NCPA.CPL.
14:00
Speaker 2
no, and and like Nancy, and CPA. Sorry, ncpacd, c p l and then press enter. Let me know if you get a screen. Network connections, right? So do you see there? Ethernet? All right. Can we right click on Ethernet and go to status? [silence]
15:00
Speaker 1
Okay, properties or status. Okay. Uh, it's, yeah, yeah, then. So IPV6, no internet access, no internet access. Okay. And it has IPv4 address. Do you want that one? 192.168.1.210. It's a 192.168. 210.29.
16:00
Speaker 2
Under status, what's the IPv4 connectivity? If you right click on Ethernet, what are the options? Did you see status? No internet access? Okay. Can ... can I kindly click on details? What's the IPv4 address? What about the default gateway?
16:00
Speaker 1
one two three one two web are those back oh my god pencil slash six hold on there that's metric symbol wait fire is that bone one oh
17:00
Speaker 2
one nine two dot one six eight dot one dot one alright sir so kindly close that screen and open up a browser you may use Google Chrome. Okay then on the address bar type in HTTP colon slash slash my router dot local it should be a forward slash below the question mark symbol [silence]
17:00
Speaker 1
My router.local. Okay. Oh, okay. Oh, okay. Should there be a colon with http or not? So thank you. Yeah. Okay. There we go. Okay. Thank you. All right. Uh, it's got the download the link this app for setup. It's got a couple QR codes. Yep. Yeah. Okay. Yeah.
18:00
Speaker 2
Yes. My.router.local, that is correct. Then, press enter? Yesah, there should've been a colon, HTTP colon slash slash. Okay. All right, so what did you get? All right. Okay. Click on the image of the two phones, just click on it. And tell me if it asks for a router password. Yeah. Just typing admin, since we reset the router. So just to type admin for the password, A. D. M. I. N. All lowercase.
18:00
Speaker 1
Okay. All right, I'm there. I do. Yes. Oh. Gotcha. Gotcha. Okay. Yeah. Uh, okay. Yeah. Pretty poor. Got it. [silence]
19:00
Speaker 2
Okay. Do you have the Lynx's page open? Okay. Now click on C.A. sir. Down at the bottom right. The letters are really small. So it's beside privacy policy. All right. Click on C.A. All right. And then go to troubleshooting. Click on troubleshooting first. And then under status, look for report. It's under status. Click on report. Yes. And what is the firmware version?
19:00
Speaker 1
Okay. 1.1.5.2.10.166. [silence] two yeah, yeah. Okay, on ports it should go yeah. So there's an X under the 10/100 Mbps.
20:00
Speaker 2
Okay. All right. Now, kindly scroll down. Okay. Try to scroll down and look for ports. All right. Under ports, you have their internets. Do you see X under one GBTS under internets? So under ports, you have 10/100 and BPS. So, that's good. So, that's okay. So, that's why you can now put this here. And that's all right.
20:00
Speaker 1
Yeah, yeah. Yeah, that's yep, that's next to the internet. Yep. It's on it's on it's on the fourth, and it's under one GPPS. Yeah, on port 4. OK.
21:00
Speaker 2
under internet is it under internet okay all right so what about the the one two three four do you see an x it's under one gbps let me just check this router hold on sir yeah you should be able to get one gbps under internet under internet you only have 10 slash 100 in bps
21:00
Speaker 1
That's that's what it's yeah the exit on in it yeah switch the cable oh hey let me see what I blue
22:00
Speaker 2
Sir. um, can we switch the cable please? Yes. Because maybe you're using uh the uh Cat uh 4 type of uh or the Cat 3 type of the Ethernet cable. That's why um you're just getting 10/100 and BPS there. What is the what is the color of the cable that is connecting from your modem to the internet port of the Linksys? What is the color of the cable? Is that a cable that came with the Linksys?
22:00
Speaker 1
i don't recall getting a cable with the linksys to tell you the truth. I do have a yellow cable, would that have come with the linksys? I I don't know, I don't know. It's I have a gray cable connecting to the computer and a blue cable connecting So you want to replace the the cable going from the Internet to the router. Okay. So leave the cable the so the gray cable that's running from the router.
23:00
Speaker 2
The is a yellow cable that you've connected the computer with? Oh, you have A gray cable. Okay. Can we use that yellow cable instead? Let's replace the the blue cable and use the yellow cable? Yes, that is correct.
23:00
Speaker 1
What's up to the computer is fine? Okay. Okay. Now I'm tracking. Okay. OK. Let me the much I.
24:00
Speaker 2
Yes, that cable is fine because we're getting 1 Gbps of speed on that cable. So let's just try a different cable because when we checked the internet port, it only gets 10/100 Mbps. So, [silence] Did you um replace cables by the way? Or you use the same one?
24:00
Speaker 1
No, I mean when it, before it went bad, no, I didn't replace any cables. [silence] Well, yeah, now it's, I mean that yellow cable, that one. [silence] I did replace after, after the one that I did [silence] because I was testing to see, you know, if it was a bad cable or not. [silence] I'm looking at the cable that used to be, that was there, I'm not sure. [silence] So, do I have to refresh this to see? [silence]
25:00
Speaker 2
Okay. So it's still the same cables. All right. Yes, please, try to refresh it sir. Or you may reload that page. [silence]
25:00
Speaker 1
okay all right that was the trouble shooting page okay still saying internet at 10 for 100 Mbps uh I so yeah yeah yep okay
26:00
Speaker 2
and reopen it please [silence] are you using uh [silence] Google Chrome right now? that's Google Chrome [silence] can we click on the uh [silence] the three dots on top? okay [silence] and uh [silence] click on open incognito window
26:00
Speaker 1
In the new window. See, for some reason, it won't let me. New incognito. It won't let me do that. New tab. New window. But the new incognito window is not for some reason. Uh, yeah, no. I mean, I do, but it's not letting, I can't click on it.
27:00
Speaker 2
Okay, so, yep. Did you see that option incognito window?
27:00
Speaker 1
It's, I, it's, it's not doing anything when I click on it. It's not, yeah, I'm not getting, it's not getting me a, yeah, new incognito window. For some reason now, I can't open that. I can open a new window, just a new window. Okay. Okay. Yes. All right. So you want me to go back to the old window I was in, or you want me to in the new window here? Okay? Gotcha.
28:00
Speaker 2
It should open actually a new window once you click it. Okay. All right. Let's just open a new window instead. Okay. And go back again to http://myrouter.local. Just enter a new window. Just open a new window.
28:00
Speaker 1
Okay. Alrighty. Were there? Okay. That's the same. Correct.
29:00
Speaker 2
Because maybe it was, it's opening a cache page. So that's why we're, all right. So kindly go back to troubleshooting and then report. Then check the ports again under internet. It's still 10 slash 100 MBPS. [silence] Do you happen to know, sir, if your modem supports 1GBBPS of speed? Because maybe, uh, right now the reason why we're not getting the 1G EPS speed on the, uh, on the router because it only, uh, covers up to 10 slash 100 and BPS. How much speed did you subscribe from your internet provider? Oh, I see. Okay. All right. Okay. Yes. I thought that you were you were, uh, you were getting 1G BPS from them. All right. So let's just go back to the page. So this is really. [silence]
29:00
Speaker 1
onw WIT y o on the devices or on the report OK. Go back, Oh, sorry. OK. So report. All right. So got yer plane. Yep. internet connection. OK. So internet connection. as connection. OK, internet address. There's nothing there. Got it.
31:00
Speaker 2
And issue. So just go back to the page and uh, under again, troubleshooting. Kindly look for Internet connection IP v4. And do you see there internet? It's under a report, it's still the same page. Yes and then look for internet connection IP v4. And then look for internet address, there is nothing. [silence]
31:00
Speaker 1
Okay. Okay.
32:00
Speaker 2
All right, just press OK. And then go to connectivity. and then click on internet settings. K under internet settings, click on edit besides type of internet connection. Yeah, click on the draft down list and choose. Oh, hold on. No need to do that, sorry. Do you see their Mac address clone on the right side?
32:00
Speaker 1
Yeah. Yeah. Yeah. Uh huh. Oh, gotcha. Okay. And then it, I click on numbered. Okay. Gotcha. Okay. D89E F30D 6F D7. So it's all, it's all D as in dogs. Okay. Okay. I did not, I let, I, I, [silence]
33:00
Speaker 2
Mac address clone. Okay. Enable that. And then click clone my face Mac. Mm-hmm. Now, tell me, sir, what are the numbers on the boxes? Numbers and letters? Yes. Okay. All right. Now, please click apply, and then okay. By the way, for the connection type, uh, did you set up automatic configuration for that?
33:00
Speaker 1
I was just on the phone with our internet guys yesterday. So they were telling you know when we were setting up the the computer itself bypassing the router, they said it was a Peqpalie and then I had a username and password. So do you: right. Should I put that in here then? Right here? I guess? That was? Okay. All right. I can that's okay. I was wondering when I was looking at it, I said, oh, well, cuz now that it's all been reset, I guess. Yeah. Okay. Yeah. That's been done. You still want me to leave the Mac address clone enabled and disable that now? Okay.
34:00
Speaker 2
Oh, I see. So you have a username and password from your internet provider. Oh, I see. Yes, we need to, sorry, we need to choose PP, POE for that one, sir. I should have asked. Yeah, um, yeah. Thank you for, thank you for informing, yes. So just set the connection type to P-p-o-e and type in the username and password from your internet provider. Disable that, disable that.
34:00
Speaker 1
All right. Okay. I'll go and apply this. No, it's just, uh uh, it's not email. No. Okay. So I, I, I went, okay. All right. So I went through the waiting thing. I'm back to that page. Um, internet settings. Thank you. Yep. Okay. All right. I'm at the main page now.
35:00
Speaker 2
Check uncheck the enabled box. By the way, the username there, is it on email formats? Okay, so it's not on email. All right. Oh yeah, just just hit apply and then okay. Okay, just click apply. Well, I mean, you did click apply already. Just press okay. And yes, go back to
35:00
Speaker 1
Okay. Okay. It says P-P-P-O-E. Um. It says login status connecting and then there's nothing else there. Hmm. Interesting. Yes. And I still have a reaction to
36:00
Speaker 2
Troubleshooting and then report again. Now kindly check the connection type there under internet connection IPv four. Okay, it's still connecting. Yes. So we'll wait for the status. Yes, it should say the status is that it should says connected. Okay, once it actually gets a connection from your internet provider. It still shows connecting.
36:00
Speaker 1
I'm on the router. Hmm. Well, because it wasn't an email. It wasn't email when, when I put it in there yesterday. So, uh, no, it was just into the computer under the ethernet, ethernet connection network connection. Correct.
37:00
Speaker 2
Yeah, cuz usually sir, um, for the username, it should be an email format. Do you have an email address from your internet provider? it's it's Where did you put it in? Do you have any like software from your internet provider? Oh, okay. So you have a PP POE connection on your computer. [silence]
37:00
Speaker 1
Okay, so on the troubleshooting page, uh, refresh, open in browser, print, the HCP client table, and then okay. Let's see, status, diagnostics. Um, on the diagnostics, I mean, there's, share router info with Linksys, internet address, factory reset, restart, um, ping. Yes, it does, yeah.
38:00
Speaker 2
So you have the option on that page to connect or something under status or it's still connecting? internet address there still shows zero, right?
38:00
Speaker 1
Sure. Connectivity. So, okay. Basic. Yeah. Yeah, that's the one. Yes, connection mode says keep, sorry, keeps alive. Redial period is 30 seconds. [silence].
39:00
Speaker 2
Can we go back again to connectivity, sir? Yeah. Did you set it to keep alive? Yes. Just make sure that you put the correct username and password. Did you set it to keep alive under connection mode?
39:00
Speaker 1
Okay. So when you say turn your when you say turn the modem off I can turn the router off turn off the power to the to the router or just shut it off. Okay, to the router. Okay, So one plug the power to the Okay. So one plug the power.
40:00
Speaker 2
OK. Can we turn off your Linksys router and the modem, please? And... unplug the power. Yeah. You may just unplug the power adapter. Mm. The Linksys first. And then right after you turn off the Linksys, unplug the power of your modem. And we'll wait for one minute before we plug it back in. All right.
40:00
Speaker 1
[silence] Okay. Well, so when you said modem, all I don't really know what I unplugged the, you know, where the where the Internet comes into the house, I just unplugged, they have a little box. So I just unplugged that. Yes, that what they provided. That's that's correct, yeah. And I didn't do anything like I didn't. And then I so anyway, so that just has one little light on it. It it it's just it's always.
41:00
Speaker 2
on your modem first, sir, and uh wait for the lights to stabilize before you plug in the router. That's the one that uh the first up internet um that that's the, the box from, okay. That's the only box they provide, right? Okay.
42:00
Speaker 1
Green. Um, so that's good. I mean, that's to plug that in. Um, yeah, I didn't really have anything else to unplug unless I was supposed to reset something on the computer itself, I don't know, but. Okay. Okay. Does it? Does it? So, I just unplugged you I just unplugged the router. Do you want me to just plug it back in with the button with it turned on? Do you want me to have the button off and Okay. Okay. Okay. That's what I'm doing. Okay.
43:00
Speaker 2
Okay. All right. That's fine. So, once we, we have that power cycle, sure, let's link, uh, let's turn off the, uh, turn on the Linksys. Plug it back. Yeah. Just, just plug it back in. You, you just unplugged the power adapter, right? Yeah. So, just plug it back in.
43:00
Speaker 1
uh, uh, the blinking blue light on the screen it has uh router not found, uh it says retry, um, we go and retry.
44:00
Speaker 2
Okay, uh, we'll just wait for the lights first to stabilize on your router. Yeah, before we refresh the page.
44:00
Speaker 1
When I pulled this thing out of the box in November, I was able to set it up. It wasn't at all this difficult. It's very strange. Yeah. I don't remember. I honestly don't remember. I honestly don't remember. All right. Well, it looks like we have a solid blue light. So that's good. I haven't seen that in a while. Uh, solid blue light. Yep.
45:00
Speaker 2
When you set up the Linksys before, was it set to PPP O E or it was automatic. You don't remember. Okay. Yeah. It's solid or blinking. It's solid on the Linksys. Okay, can we go back to your computer first? [ Silence ]
45:00
Speaker 1
And I'm just, I'm sorry, it's just, yeah, I still have a window up that says router not found, you're not connected to your router, da-da-da-da-da-da. retry, it's just as a retry. and the router just went to, router just went to a solid red. So, right, uh-huh. Hmm. Okay, so I saw just one page with my router on it. Okay.
46:00
Speaker 2
and do you still have the network? Yeah. Try to refresh it. [silence] Okay. Um, do you still have that network connection screen open, sir? Remember, when you click search and then you go to NCPL.cpl. Can we open that back? [silence]
46:00
Speaker 1
Sorry, what was it again? NCPSTF Yep. Yeah, okay. Uh okay, why am I, that's flying over the world? Okay, hold on, ha, ha, ha. ncpa.org? Yeah. Well, it's not. yeah, that's not liking it. Okay. Oh, a control panel. Right. There you go. Okay. Yeah.
47:00
Speaker 2
Yes, ncpa. [speaking simultaneously] CPL CPL. It's under search, beside the. Did you put that under search, beside the windows logo. Okay, now do you see PPP PoE connection there, as one of the connection sir.
48:00
Speaker 1
connect or disconnect. cancel as a default connection. Okay. Cancelled. Yes. It says connect or disconnect, set as default connection, create a copy, create short cut, delete, rename, properties. Okay.
49:00
Speaker 2
is it connected already or if you right click it, what are the options, cancel as a default connection, all right, okay, so if you right click it again, okay, all right, now can we go back to the browser let's open up a browser, [silence]
49:00
Speaker 1
[silence] 1 0,000 [silence] 1,010 and all right, 1,010 let me let me check, 1,010 see what we got here. 1,010 Okay. 1,020 [silence] 1,040 [silence] 1,140 [silence] 1,210 oh, 1,210 let me just, 1,210 okay. 1,220 [silence] 1,310 Kuh, 1,350 [silence] 2,900 wow. 2,990
50:00
Speaker 2
Then on the address bar, type in HTTP colon slash slash my router dot local.
50:00
Speaker 1
Oh what did I do? Okay, Uh my router Now it's not coming up at all, what's going on? Let's try this again. Let me load your router. site. Okay. Yeah, that's not coming up, actually. Weird No. Yeah. Okay.
51:00
Speaker 2
Okay. it's not coming up. Can we go back to network connections? Let me just check if the computer gets an IP address. So can we right-click on ethernet and go to status? And then click details again. What's the IPV4 address?
52:00
Speaker 1
192, 168, 1210. Okay. Fresh start. Okay. Bye. That's all closed. Thank you. And do you want that?
53:00
Speaker 2
okay it is actually um i mean a valid ip address okay let's just close all the windows open sir okay yeah cuz it could be uh yeah yes now try to open up a new page uh new window new browser and then on the address bar type in HTTP colon slash slash my router dot local [silence]
53:00
Speaker 1
Yeah, it is not wanting to load that. Okay. Nothing. [silence]
54:00
Speaker 2
what about http:// 192 . 168 . 1 .1
54:00
Speaker 2
it's not loading. it's not loading anything do you have other browser aside from chrome do you have like Microsoft Edge? can we try it instead?
55:00
Speaker 1
weird [silence] yeah <start_of_audio>
56:00
Speaker 2
not coming up, even if we tried other browser. Okay, we were still able to access it earlier. Can we try to restart the computer instead? I really do apologize for this. Yeah. Cause we're actually getting a valid IP address and I don't know why it's not accessing it. Right now the the light on the router is still red, right?
57:00
Speaker 1
that you know so and then it and then it just went to a solid red so [silence] correct right yeah, yes, correct. yeah, yes, yeah [silence]
58:00
Speaker 2
When you called your Internet provider earlier, sir, you mentioned that they ask you to connect your computer straight to your box, to their modem, and you've set up the PPPoE connection on your computer and it was it connected, I mean were you able to go online that way? And you were using the same username and password that you had set up on the router. Yeah, well, waiting for your computer to boot up, sir. Let me just check if your modem has an indicator light.
58:00
Speaker 1
Okay, it's rebooted.
59:00
Speaker 2
We had an available firmware, okay, just to give me some time here.
59:00
Speaker 1
It is, yep. Yeah, it just does not wanna load that, I don't know. [silence]
60:00
Speaker 2
I've heard my router.local.
60:00
Speaker 1
Yeah, it doesn't want to load that. Go ahead. Okay.
61:00
Speaker 2
It doesn't load. Okay, can we do the reset terre, but right now we'll press the reset button for 30 seconds on that Linksys, okay? press and hold the reset button for 30 seconds 30. and while you do that, sir, I need to verify something here, so can I put you on hold for about three to four minutes? Okay, just hold on. [silence]
61:00
Speaker 1
[silence] No. [silence] [silence] Who started them in a church to do some work? [silence]
63:00
Speaker 2
Hello sir. Thank you so much for uh patiently waiting. I apologize for the hold. Alright, so did you press the reset button already on the router? Okay. So we'll
64:00
Speaker 1
Well, uh, it's a, solid purple lighting, yup, yes, okay, okay, there you go, yes.
65:00
Speaker 2
How's the? How's the light? is it purple? Mmm, it's solid purple, okay. alright, can we go back again to your computer? then try to access again. d d t p colon slash slash my router dot local. right, so we're able to access it now.
65:00
Speaker 1
uh, okay. I got the main page. I went and clicked on the phones and it's saying, okay. Okay. I'm in the main menu. Let's see.
66:00
Speaker 2
what um are you on the uh the Linksys smart wifi tools or what page did you get? yes click on the phones if if it asks for the password just type in admin [silence] yes go to connectivity again and then back to internet settings
66:00
Speaker 1
Okay. Start. I'm there.
67:00
Speaker 2
and then click on edit then select PPPOE again. okay so after you typing the user name as well as the password sir just click Apply.
67:00
Speaker 1
Okay, that's done. Yeah. Yeah. Okay.
68:00
Speaker 2
Okay, so did you already click fly? And then did you press okay? All right, now kindly go back to troubleshooting. And then back to report.
68:00
Speaker 1
Okay. Sorry. Right, right. right. just says P.P.O.E. it just says connecting you. Yes. Okay. um Right. Okay. um Can I just pull the ethernet cable? and
69:00
Speaker 2
Okay, now what is the status there, sir? Under internet connection type. It just says connecting. not getting any connection. All right. How about this one, sir? Can we connect or bypass the Linksys router? Connect your computer back to your computer. I mean back to the modem. And let's test that username and password of yours again, because maybe there's a need for us to reflash the firmware. So the only way for us to get a connection is to connect your computer back to your modem.
69:00
Speaker 1
Do I need to network cables out or do I need to shut anything off? Okay.
70:00
Speaker 2
Yeah, you can just pull the cables out. There's no need for you to like, turn off the links, it's fine. [silence]
70:00
Speaker 1
Okay. [silence] Okay. I got the cables reconnected. Okay. Okay. Right. Yeah. Okay, I'm there. Yeah.
71:00
Speaker 2
okay so we now have the computer connected to your modem one from your ISP now I check if you are connected oh by the way sir we need to connect your P p O can a PPPoE connection back so kindly go to network connections so just click on search and go to N C p A dot C P L. yeah I need uh I think you need to connect so just right click on the uh PPPoE connection and then connect flash disconnect
72:00
Speaker 1
Lakesna set up 7 to 8. Why is it showing? Oh wait. That's white legend. That's white. Hold on. working on it. Yeah, connected. Okey and status is up tuit's six four one two six one four Oh one one eight.
73:00
Speaker 2
Okay, it is now connected. Can you right click on the PPPo connection, sir, and what options you have? Do you have status? Can we go to status? And do you see and can we click details and tell me what is the IPv for address? Okay. And the does it show up your username and password there on your on the PPPo connection or you're unable to see that.
74:00
Speaker 1
No, I had to enter that manually for that to work. Yeah. Well, yeah, and I don't understand why. because I've done that before, but apparently it's not connecting automatically with that. So I'm not sure why that's happening. [silence] Yeah.
75:00
Speaker 2
oh, you need to enter it. Oh, I see. So every time you connect to the to the PPPoE connection, you need to enter the username and password. Okay. All right. That's fine, sir. Now, can we um, open up understanding I mean, sorry. Can we go can we open up Google Chrome and on the Google search, type in MR2000 Linksys. [silence]
75:00
Speaker 1
Hold on. He said, MR. MR. 2000 Linksys. Okay. Okay. Okay. Linksys MR 2000 support. Okay.
76:00
Speaker 2
OK, because actually, they have the same model with the MR20 MS, thought they have the same firmware with MR20 MS, so we'll just have to use to use the MR2000, yeah, yeah, check for "Linksys MR2000 support." "MR2000 support." Yes. Click on it. And then scroll down and look for firmware and just click on download and it should dowload the firmware.
76:00
Speaker 1
Okay, let's see here. resetting setting firmware. Okay. there it is. Download. Okay. All right. it. Okay. it's done. Okay.
77:00
Speaker 2
All right, let me know if the download is complete. Oh, all right, that's done. Okay, so now, sir, kindly um go back to network connections first.
77:00
Speaker 1
Okay. Disconnected. Okay. Yeah. Okay. Okay, I'm connected. [silence]
78:00
Speaker 2
Okay right click on the PPPoE connection and then disconnect. Okay. All right. Once it's disconnected, kindly connect the linksys back to the system. Okay. So connect your modem back to the linksys to the internet port and connect to the computer also. Okay. So it's now connected. All right. Now after,
78:00
Speaker 1
[silence] okay, okay, I'm there. Okay
79:00
Speaker 2
After we've reconnected the links, can you kindly go back to the my router.local page? [silence] All right now click on connectivity. [silence]
79:00
Speaker 1
Yes. It has automatic check for updates. I do not have a manual. Correct.
80:00
Speaker 2
And then, uh, do you see firmware update there, sir? Below, do you see there, manual? Do you have manual option wherein you can browse for the file? Or it doesn't have that? [silence] You don't have a manual? Okay. How about this one, sir? Um, uh, kindly type and, uh, hold on. Type in https. Just open up another window. [silence] All right, then type in H T T P S That's with an A.
80:00
Speaker 1
[silence] you said uh hold on. forward slide. Okay. Sorry. Go ahead with the letters.
81:00
Speaker 2
http http://192.168.1.1 forward slash FS freak W for whiskey and then update. Okay. That is again. https://192.168.1.1 forward slash.
81:00
Speaker 1
Gotcha. Okay. Your connection is not private. Actors might be trying to steal your information. Okay. Username. Okay.
82:00
Speaker 2
one. forward slash F as in Frank, W for whiskey, and then the word update. u p d a u d e dot u p update.html. H for Harry T for Tom M like Mary L for Larry. and then press enter. it. just go to advance. yeah just go to advance and then proceed. okay. it's asking for username and password. all right let's just type in admin for the username and then admin for password.
82:00
Speaker 1
From where update? Admin password. Okay, choose file. Yes. Okay. Open. I got it. I opened it. So, it brought up date. That's just...
83:00
Speaker 2
Yep, just type in admin for the admin password, and then remember the file that we've downloaded. Just choose that file. So just click on file, choose file, and then select that file that you downloaded. I believe it's under downloads. So just look for the downloads folder. Yes. Once you browse for the file, sir, just select update. Okay. Is it doing now? Is it doing the update now?
83:00
Speaker 1
well it's just um memory usage let's see it's it looks like it might be doing something okay result okay all right so that's yes Greg hello I'm is okay or
84:00
Speaker 2
All right, so it says result okay, right? Okay. All right. That just means the, uh, the reflash update is successful because you got that message. All right, you may close that screen, sir. All right. Now, try to open up a new page or a new window and go back.
84:00
Speaker 1
Then, says this site can't be reached. It is yes. A blue blinking. Okay. Now it's okay. Now it's trying to find it bringing it up. [silence]
85:00
Speaker 2
Oh, to my router.local. Okay. Is the router light blinking right now? Okay. I think we need to wait for it to turn solid.
85:00
Speaker 1
solid purple. And I came up, page came up, went straight to connectivity. Um, yep. It actually says connected at this point. That's funny. So it's uh,
86:00
Speaker 2
Okay, so is it now solid? Okay, solid purple, all right. Okay, so we're back to connectivity and then can we press O. Okay, under troubleshooting if you click on export report? You mean if I export the report as
86:00
Speaker 1
The trouble shooting, Okay, so now you have. Yeah, you do you have you have ppe have connected, you have uh login status connected, yes, yep, yep, 64512X0140 It's actually no, this is 120 it it shows it to be online. [silence]
87:00
Speaker 2
did it say connected nowokay all right you see an ip address? internet address cannot have it please 140.118 okay so it's actually a randomized number but it's it's the same range all right can you check first if that computer is online sir
87:00
Speaker 1
Some sure, okay. Yeah, that seems to be. Yeah. Yes, that seems to be working there. And the light on the router is a solid purple. Is that the light, is that the color it should always be when it's, when it's connected? is that oh. You want, okay.
88:00
Speaker 2
Yeah, try to open any websites. [silence] It works. It works. [silence] Okay, very good. All right. [silence] Actually, the purple light is ready for setup, but we did not uh yeah, um we can actually press the the uh the the reset button at the uh back for five times. So remember the five pricess. Can we do that again? So we can
88:00
Speaker 1
Sure. You you want me to remain. You want me to remain on the linksys um page on on the computer. Okay. So five times. Okay. Okay. That's been pressed five times. It's blinking white.
89:00
Speaker 2
So, we can change that, uh, purple light to something else. So let's press the reset button. Yeah, it will actually change once you do the five press. So yeah, let's press it for five, uh, five times. Okay? So just do it. Yes, we. Yeah, we will, we will do that later. We will change the name. Mm-hmm. [silence]
89:00
Speaker 1
Yes. Okay. Okay. Okay. Okay, I'm there. [silence]
90:00
Speaker 2
ok so while waiting ser do you still have the page open the troubleshooting page alright just press okay there and then click on C A down at the very bottom just click on C Yeah. click on C A and then go to Wi-Fi settings. Alright. Go to Wi-Fi settings and yes. So that is where you change the
90:00
Speaker 1
Oh, gotcha. Okay, so I can change the password right here then. Okay. So for both bands, just give it the name and then the password. Okay. [silence] Got the Wi-Fi, have to.
91:00
Speaker 2
the name sir. So you should see there two Gigahertz band and five gigahertz. So that is where you change the uh by default that is uh something so you can rename that to something else. You can put in your name there. So just set up a different name for 2.4 as well as the five gigahertz, but you can set up um the same Wi-Fi password for both bands. Yes, that's the Wi-Fi password, sir. Yeah, the same password. You're ready to go? Yes.
91:00
Speaker 1
Okay. Okay, that's done. Is there anything else I need to do here? Sorry, that's fine. I did that. Is there anything else I need to do on this page on the Wi-Fi settings? Yeah, right. Not a bad idea. I got you. [silence]
92:00
Speaker 2
Yeah, what was that again, sir? Sorry. Okay, so after you change the name and the Wi-Fi password, you may actually you may take a picture so you will have a copy of the settings. Yes, just in case. Yeah, because you might forget it. I always advise my customers so, too.
92:00
Speaker 1
Okay. I got you. Well, well, sure. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Hey, Jethro, you're on the phone. You want to check Wi-Fi real quick?
93:00
Speaker 2
a lot of them uh forget yep okay all right so uh yes so after you save the uh settings you can go uh you can click okay and check your wireless devices okay um if you have phones you may check your phone try to go to Wi-Fi and check if you're able to see the network uh
93:00
Speaker 1
yeah okay our phones say connected that's good okay yeah online on the correct yeah yeah go to a website you can okay so wow that's kind of wild yeah okay
94:00
Speaker 2
Good. And is it online? Did you check if it's online? Okay. Okay. Okay. Very good, then. Thank you. Thank you, sir. I really do appreciate your attention. Yes, I know. I'm so sorry. Yeah. There was just a problem with the firmware. That's why there's a need for us to reload it to fix that. Resolve that issue because it wasn't really connecting.
94:00
Speaker 1
Yeah. Um, yeah. Um, So it was a firmware issue then and, um, now, was that a diff it did it did we bet it looked like the firmware was the same, um, it looked like the same number, so it just need to be reloaded, then it really wasn't updated. Okay. Yeah, okay. Okay. Okay. All right. Fair enough. Wow. you yeah you wore me up.
95:00
Speaker 2
it was an it was having a hard time connecting with your pp pesante connection so it was having a hard time getting that um information from your internet provider so yeah as you as you as you seen earlier after the update it it connected right away so yes yes it it's the same version it's actually the same version yeah it's like we're just uh we're just refreshing it okay all right so uh you did a great job sir I really appreciate the time and your patience I know
95:00
Speaker 1
[silence] Good evening. Thank you. Yeah, right. Right. Okay. Well, yeah, thank you. Thank you. Happy good job. All right. Absolutely. Bye-bye. Sorry.
96:00
Speaker 2
no problem, no problem. as long as you are able to resolve it, it's not a problem. yes. okay. Thank you so much for your time again, sir. This is Epi from links. Thank you for calling, sir Jared. Have a great night. take care. bye-bye. Thank you.
96:00