Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Yeah, we got disconnected. I'm not sure what happened, but thank you for answering. So, what happened? Oh, I see. So, is the computer now connected to the modem? It is. And the Linksys router that's disconnected, right?
00:00
Speaker 2
The problem with the internet is my Wi-Fi extender for my cell phones. They aren't working in the house except by the internet extender, but when I don't have the internet working, then the cell phone barrage just about works, and so that's why it disconnected. Yes. Wait, hold on. Yes. [silence]
00:00
Speaker 1
from the modem. Can you check if your computer is working? If there's internet connection coming from the modem, your computer should work.
01:00
Speaker 2
Oh, yes. Okay, let's see. Hold on. How do I check on the laptop to determine if it has a connection to uh,
01:00
Speaker 1
[silence] [silence] Sorry, I did not hear that. I did not. If it's connected directly through cable, ethernet cable, you don't need to do any settings or that. Just go access a random website or any website you want to access. If that opens, then it's it's working. If not, there might be problem with the modem. But we need we still need to figure out. You can you can try it now.
02:00
Speaker 2
Did you hear that? How do I check on this laptop to determine if I have a connection to the internet? Is there a setting somewhere? for it. No, I am doing it.
02:00
Speaker 1
is your computer a Windows computer or a Mac? I'm sorry, did you say Windows? all right we're going to check the the cable if it's detected or not go to do you see the Windows key in your keyboard? the Windows icon
04:00
Speaker 2
Well, it doesn't appear to be connecting. It's just a little circle thing going around and around and I got a blank page when I'm trying to open a website. It's a Windows computer and I have a message to try connecting check the cables to see if they're connected. It's not getting an internet connection. [silence]
04:00
Speaker 1
Hold both together. Press that and then search or type in network connections.
05:00
Speaker 2
the windows the in the keyboard I know but to hold it so we can
05:00
Speaker 1
just press the windows key in your keyboard and search for network connections.
06:00
Speaker 2
So I opened up the Windows little Windows icon and what am I supposed to look for? And what are you supposed to look for? And search for a network connection. It does not work. If I go closer. Am I supposed to be in settings? Is that supposed to be
06:00
Speaker 1
No. I mean, yes, but just press the Windows key and then just type in on your keyboard network connection. It will show up. Just press that and then use your keyboard to type in network connection. It will pop up. I'm sorry, what did you say? No. Okay.
07:00
Speaker 2
Okay. Now I have Ethernet unidentified network. I can. I can open that. Did you hear that? He says. He has Ethernet unidentified. Do you want
07:00
Speaker 1
Right click Ethernet. Right click Ethernet. after you right click that select status. no. what do you see
08:00
Speaker 2
hear him to open them. Right-clicked. Okay, now I have disabled status diagnosed. What does he want me delayed click status? Okay, Ethernet status, connection i.p. for IPTranscribe.
08:00
Speaker 1
did not hear hear the whole thing, but just look for details look for the bottom details like that so you press the details button and what happened? there's there's only one details button there
09:00
Speaker 2
Did you hear that? [silence] details. [silence] There's a lot of different details. [silence] A lot of different details. [silence] There are a lot of different details, he says. No, I pushed the details button but now I have network connection details and there's a lot of different details. What details?
09:00
Speaker 1
I did not hear that. You're breaking out. I'm not, I'm not hearing anything. [silence]
10:00
Speaker 2
I pressed the details and now he has a lot of different information there. What information do you need? your physical address is 08. Did you hear that? Did you hear that? Did you hear me? Okay. Physical address, C8. C8. We got to stop this relay. I'd go that way. I cannot hear you. Physical address: 08-09-99-0-0-0-0-16.
10:00
Speaker 1
[silence] You're still breaking out, Ashley. [silence] I can hear you, but you're breaking out. So when you say something, I I don't hear the whole thing. [silence] I can hear you, but you're too far. It seems like you're too far. [silence] That's better.
11:00
Speaker 2
C. To dance A.C. dance 5A dash 5 two. Did you hear that? [silence] Can you hear me now? Hold the phone out further Malice. Can you hear me now? [silence] Am I breaking up?
11:00
Speaker 1
Right now, no. All right, what's your physical address? Right now, yes. I'll read it back to you. C8. D9. D2. AC. 58. 52. Is that correct?
12:00
Speaker 2
Can you hear me now? MAC address C A 8 hyphen D 9 hyphen D 2 hyphen A C hyphen 5 8 hyphen 5 2. OK. There are one. Silence. Silence. Two.
12:00
Speaker 1
Okay. [silence] C8, like the number Charlie 8. Right, I got it. [silence] B8. What is the IPv4 address?
13:00
Speaker 2
Two three, four five six sets of numbers uh characters. The one two, three, four five set is 5A. And the first set of numbers is C8. C as in charlie. C8. Okay. Right, but I can't, it's hard for me to understand what you're pronouncing the asian because it's a little bit garbled by the cell phone connection. Okay, so we have that now. [silence] I.
13:00
Speaker 1
B4 address we don't have the Google B4 before address. IP V4, you just read it. The one with a configuration word. IP V4 configuration. Can you see that? DHCP. Can you see that? Yeah, that one. Just give me the number. [silence]
14:00
Speaker 2
00:00:05: [silence] 00:00:09: 00:00:15: 00:00:22: 00:00:29: 00:00:48: 00:01:08:
15:00
Speaker 1
What is the default gateway? IP before All right, I understand your situation but if I cannot hear, how am I supposed to help you? You have to understand again. But you have to understand me as well. I'm trying to help here.
16:00
Speaker 2
Default gateway is blank and I feel like this is not good for my health. I'm going to have a heart attack. How am I supposed to use my cell phone? in the house if it doesn't have internet. Well, how am I supposed to... I don't know what that does. Yo.
16:00
Speaker 1
Alright. Let's just back to troubleshooting. The 169, IP. That means no internet connection and the default gateway also no internet connection now. If this is directly connected to the modem. I'll repeat that. Can you hear me okay now? Alright. So, this 169, IP indicates that you don't have internet connection. Now, if this is directly connected to the modem, that means your modem is not working. Now, we're going to need to restart the modem. Turn off the modem for 30 seconds and turn it back on. Let's see if that's going to work.
17:00
Speaker 2
Oh, I'm going crazy. [silence] I can't, I can't hear you. I can't hear you. I'm walking over so I can hear you. Could you please repeat that? Yes. [silence]
17:00
Speaker 1
Is the modem now back on? Oh, okay. [silence] Is the modem now back on? Oh, okay. [silence] Oh, okay. [silence] Oh, okay.
20:00
Speaker 2
This is. Yeah, I'll look. okay. Do you know where the cat is? Upstairs. Are you sure? I'm almost positive. I'm gonna go make sure. The sleep in the closet. What closet? The closet in the bedroom.
21:00
Speaker 1
All right. Is your computer working check if your computer is working. Let's check out Internet.
26:00
Speaker 2
[KEEP_UNCERTAIN] what am i supposed to do now okay i'm not sure where we are he's got a new connection just asking what are we supposed what are we supposed to do now okay [silence]
26:00
Speaker 1
So you can open a website now. All right. Hold on. all right. remember the network connection, go back to that and I need the I P B for address and the default gateway. if there's the default gateway and I P address, it's working. yes, back to that. you had to close the previous window.
27:00
Speaker 2
okay, hold on a minute. What am I supposed to do now? You're supposed to close that and go back to the previous window.
28:00
Speaker 2
Okay, I've got Ethernet... right-click Ethernet... [silence]
29:00
Speaker 1
What is the IP B4 automatic configuration DHCP what is it still 169 probably the? Default gateway is empty. It's nothing. Yeah. Because you did close the authentication probably because there is no...
30:00
Speaker 2
I've got details 169254842 before gateways empty wait a minute [silence]
30:00
Speaker 1
Did you close the previous page? You have to close that so we can get the through details? And the IP for that's still 169? That's no internet connection. Can you try to open a website again like any website. [silence]
31:00
Speaker 2
sorry, what did you say? I don't know. You talk to him. uh what should you say? yes. Okay. So I closed all the webpages and I open I push the window um icon and then I right click on internet and then I uh got details, so I think I went through a complete cycle. yes.
31:00
Speaker 1
Facebook YouTube whatever page you on El you know what on listen on listen on listen on listen listen listen listen get http 4 sorry 0 IP but it's working well I guess we can try. [silence]
32:00
Speaker 2
I just did. Open a website. I just opened a website. Yes, it's working.
32:00
Speaker 1
I don't think it will work, but I guess we can try. No, no need, it's working. So just make sure that. Oh, um. Wait. Alright, yeah, connect your computer, no, connect your router back to the modem. We'll see if that's going to work this time.
33:00
Speaker 2
me can I, uh, did I, should I restart the computer? I feel but should I restart the computer?
33:00
Speaker 1
yes, it's connected the internet port, right? The, one with the yellow label line internet.
34:00
Speaker 2
Okay. Um, the router. Okay. solid red light. The router's a solid red light. Harrison, it's connected to the yellow labeled internet. Right? Yes. Yes.
34:00
Speaker 1
Hey, okay. Connect your computer to the Wi-Fi of your Linksys router. Kable is also okay. Connect to your Linksys Wi-Fi, your computer and me. Connect that to Wi-Fi, Linksys Wi-Fi.
35:00
Speaker 2
I'm sorry, I missed that. What was that? Internet or Ethernet.
35:00
Speaker 1
for the computer use the Ethernet. Open Google Chrome. I'm gonna, I'm gonna give you a address and type this into the URL bar, go to my router.local. Type that into the browser search bar.com. That local.
36:00
Speaker 2
[silence] Site cannot be reached. It says, site cannot be reached.
37:00
Speaker 2
any spaces or no spaces, nope spaces, oh one more minute
38:00
Speaker 1
open a new tab i'm gonna give you a number just type this number into the url bar you ready? okay 192 dot
39:00
Speaker 2
... [silence] He's ready. He's gotta do one, uh uh uh uh, one and then pause and then nine and then pause and then seven.
39:00
Speaker 1
Let's do that. So one, nine, two. Point one, six, eight. Point one. Point one. enter. That's it.
40:00
Speaker 2
laws okay okay one and then pause nine and then pause okay just tell him he's got to pause in between I can't hear well enough okay are you ready okay okay that is keep [KEEP_UNCERTAIN] It says sign in. Internet connection, I can't speak at the same time. Could you explain that? Okay. What do you want him? Just explain to him that if I start talking and then he starts talking then it's just we can't communicate that way. Yes. Yeah. Yes.
40:00
Speaker 1
sign in my social media [silence] sign in just click not now
42:00
Speaker 2
Hold on, I've got to turn off caps watch. OK. Right. Do you need him to repeat it? No, I just know what do I do next? OK, what does he do next? sign in. OK, it wants a username, but it has inserted a password.
42:00
Speaker 1
Yeah. Or no, thanks. Yeah. What is the network? What is the networks titles? [silence]
43:00
Speaker 2
no, um it's not now okay now okay now what? okay now what? okay now okay network status this device green check router exclamation point internet router's not connected to the it looks like the computer's connected to the router but the router's not connected to the internet it says no internet connection did you get that? [silence]
43:00
Speaker 1
Go to the- on the left hand side under router settings, there's connectivity option. No, troubleshooting, sorry. So go to troubleshooting below connectivity. And the troubleshooting, remember the first tab that is status. Below that, there is devices and report option. Click report. There is router information. Give me the journal version.
44:00
Speaker 2
okay okay things yeah okay yeah okay [silence] one
44:00
Speaker 1
scroll down all the way to the bottom and you will see ports in line with the word internet there's boxes above those boxes there's 1000 and DPS and 1GBPS where's the X Mark under All right. What about the one two three four? Is there any X Mark?
45:00
Speaker 2
1.0.2.1.0.1.8.6. [silence] yes. Now what? Now what? [silence] one GP one GP per second. That's for internet and that's it for 1 and x in 3. It is, Port number 1 is connected to the cell phone extender. While my ethernet a and ethernet cables from the laptop is connected to port 3. Okay, I believe I can go back to my previous operation. Thank you very much.
45:00
Speaker 2
Yeah, for the cell phone. When the internet's working, then the cell phone works all over the house. It's a Verizon cell phone extender. Well, it's hard to say.
47:00
Speaker 1
I'm not expert with that. So I can't answer that. just click Okay. Click the Okay button. Back to your screen your computer screen. Now go to Connectivity. Under router settings, click Connectivity. Select internet settings.
48:00
Speaker 2
I don't know how I would know off off the top of my head if it shows more bars or shows a or a wireless internet internet. pretty low but it only shows one bar. Which okay but on the computer for on the phone. out okay.
48:00
Speaker 1
Alright, let me I'll give you the physical address you gave me. Are you ready? By the way, raise the zero or you remove the zero. Correct. Yes. All of them erase them.
49:00
Speaker 2
Okay. Okay. Does he do that all the way through? Does he do that all the way through? Erase the zero. Let's erase 1st. The painting the next day, you can't they don't scroll. [silence]
49:00
Speaker 1
for the first box, uh that is C as in charlie number eight, all capitals, react capitals, react capitals, all react capitals, for the next box, C8, then, okay, after C that's number eight, like 7, 8, yeah, 8.
50:00
Speaker 2
Okay. Okay. Give me two numbers and then pause. Capital? Capital? Capital C? Okay. C? I only have a C so far. What the? Okay, I don't. He only has a C so far. Number eight. Next.
50:00
Speaker 1
D as in delta number 9. And then another D as in delta number 2. A as in alpha. C as in Charlie. Number 5. I mean number 5A as in alpha. Another number 5. Followed by number 2. Click the Apply button.
51:00
Speaker 2
okay okay okay okay okay
51:00
Speaker 1
do not click that if you did click that and it applied the numbers we're going to start over. Rase those numbers. Quick apply. Yes.
52:00
Speaker 2
The apply button. It says clone. I click the clone button. It says clone. Okay. All right. Apply. I found apply. I click apply. Now. [silence]
52:00
Speaker 1
Is it applying the changes? Is it loading? What is it doing? Hmm? all right. What's the light on the top of the router? Hmm?
53:00
Speaker 2
Hmm, can I let the cat out now, what, now what, what do you want him to do, Hmm, wait a minute, is it applying the changes? Hmm, is it loading. it was applying them. Yeah, it applied them. Yeah, it applied them. What are you, what, blue or green, then? It's, blue or green.
53:00
Speaker 1
Exit blinking blue. for a solid Do not close that page open a new tab and go to any website It's working now Check your phone if that's also working.
54:00
Speaker 2
Solid blue. Yes, it works. Yes. Now, let's check not Mike on this one.
54:00
Speaker 1
If your phone is connected to Wi-Fi and there's a signal bar, even if you are on cellular data, it will prioritize the Wi-Fi. So if you're getting internet connection then you you are connected to Wi-Fi with internet connection. Track and laptop.
55:00
Speaker 2
**หยุดปิด** ทำไมตอนผมนี่รู้ได้ไงว่ามันมีการเชื่อมต่อเครือข่ายไร้สาย หรือใช้กรดเซลล์ুল oversight ฉันจะเช็คแล็ปท็อปอื่นผมด้วยเผือ the iPad is working now he's going to check his computer
55:00
Speaker 1
the computer was not working before, right? Just making sure that it's all working. And now it is working, right? Alright, cool, I guess we're done here.
57:00
Speaker 2
I'm going to stop there. Okay. Computer appears to be working. Okay. I think the computer appears to be working. Fine. Yes.
57:00
Speaker 1
So everything is working, correct? I'm just making sure. hmm So you mentioned that you got a new modem and I think even if the modem is working, if this is not registered to your modem, then it will not work sometimes, but sometimes if it's just a plug-and-play right. Right now, in your case, we need to apply the MAC address which we did and that works. So the problem is that it's not recognizing the MAC address.
58:00
Speaker 2
Hold on. Um, I think everything's working, but I mean, I'm so, you know, confused about everything that something might not be working, but I haven't, my brain can't process very well right now. Can you tell me what was the problem? Okay.
58:00
Speaker 1
since it's on your modem. Everything should be working now. If did your links this router is relying to modem. So if they happen again that you don't have internet connection, contact your internet provider, make sure everything is working. Your router should be working if the modem is working.
59:00
Speaker 2
[DOWNWEIGHT] Well, is everything functional now or is this like a band aid fix? Well, that's what they told me. They told me to call you and to tell you that the where the heck did I put the note now I've lost them know, but they they told me to tell you that it was activated and it was connecting. I mean, I just can't beat my brains out about this anymore.
59:00
Speaker 1
Right, it's okay, at least we made it work. mm. [silence]
60:00
Speaker 2
So, should Spectrum have given me some better information or something? they just told me to call you, because we checked it, Spectrum checked it and they said, oh, we don't know about that. They said they gave me the telephone number to call Linksys, instead. Well, they're dead. Spectrum told me that everything was activated and online and to tell Linksys that everything was activated online and gave me your telephone number, but oh god, I'll know that. I mean, shouldn't? I mean, because Spectrum went through this whole rigamarole with me to, you know, to check that I had the internet connection on my devices. And then they
60:00
Speaker 1
they should because they they should know that the modem is activated if your computer initially we did try to connect your computer to the modem we did power cycle the um we have done power cycle on the the modem twice it did not work Hubble the the sent that that work so your computer connected to your modem did not work when it first connected to the modem so that tells that there's something wrong with the modem maybe that time it was not activated or still trying to configure the settings or something else is uh transmitting the data not really sure I'm not expert with that
61:00
Speaker 2
[silence] told me to call you, but should they have been able to figure this out? Yeah? yeah. Oh okay. Okay. Oh yeah, okay. That's fine. I guess we're all set, but I mean, this has been, you know, like cruel and then human punishment going through this process all because Spectrum's modem
61:00
Speaker 1
very much welcome. Thank you for your patience as well. Do you have questions or anything else I can help you with? If nothing else, I hope you guys have a good day. Take care. Thank you so much again.
62:00
Speaker 2
I died. just Yeah, okay. Nothing else needs to be said. I'm all set. Thank you. And thank you for your patience. You've been very patient with me. as upset as I've been. So, thank you. No, thanks. Yep. Okay, bye-bye. [silence]
62:00