Speaker 1
Oh. Yes, um, we lost power and um, when it came back on, I am now unable to connect to the internet.
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 one now. For out of warranty products, paid support may be available, depending on your. Please have your devices, serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you with today?
00:00
Speaker 1
diagnostics and doing all that and um, I've unplugged my router, my modem and I'm still not getting any internet connection. Is what online? As far as I know, it is, but I don't I don't know for sure. I mean, how do I find that out? I unplugged it and and waited two and a half minutes and then plugged it back in and the light is on and everything's working. I'm sorry. Yes, we have uh EPB.
01:00
Speaker 2
I see. All right. How about your modem, ma'am? Is it working right now? Is it online already? Your modem. Is it working? Who is your... Ma'am, do you know who is your internet service provider? Do you know who is your internet service provider? Paa TV.
01:00
Speaker 1
heat red green solid. Yes, all green. Okay. Uh model number is let's see if I can find okay Uh and then B as in boy E as in and
02:00
Speaker 2
And what's the light status of your router? How about your modem, ma'am? What's the light status of your modem? Um is it a solid green or a blinking green? Okay. And just to confirm, when if it's online status, is it the light, the right color or light status of your modem, a solid green? All right. Can you provide the model number and the serial number of your lenses router? Daniel mhm. okay, that's how about the serial number Daniel mhm. done. Thank you so much for having me. okay. alright and also ma'am, have you tried to check if the cable is properly plugged in at the back of the router? Is it on the internet port? [silence] okay. alright so you have already unplugged both the modem and the router, right? And wait for two
02:00
Speaker 1
Yes. Right. I unplugged the modem for about two and a half minutes. I went through all the steps that the Linksys app told me to do, and I did it actually two or three times and it still hasn't worked. I unplugged the modem and and the router. We have we had to check we had to check. I'm sorry. Go ahead. What no? I'm saying we had to shut the power off to get our water heater fixed. So then I mean, [silence]
04:00
Speaker 2
Before you plug it back in, but still the light of the main node is still not working. All right you unplug only the modem mum or awesome all right thank you so much for the confirmation but um do you have mm-hmm I I guess go ahead man.
04:00
Speaker 1
I mean it wasn't really like a power outage or a power surge. We just had to shut the circuit breaker off while they fixed the water heater and then we didn't realize I guess it was on the same same line. So here we are. three. Well, I have I have I have um We I have one router and two other nodes.
05:00
Speaker 2
Okay, here. And how many, Linksys routers do you have? Three of them. Yeah, two of the, also all three. Okay.
05:00
Speaker 1
Yeah. [silence] Okay. This is going to take some time because they are not close together. They, one is out in the garage and one is in an upstairs bedroom. so it's going to take me a while with a - oh. Uh yes, with a with a with a
06:00
Speaker 2
Okay. Okay, for the one last time, ma'am, let's try to isolate it again. Try to unplug again both the modem and the router from the power source and wait for 20 seconds before you plug it back in. [ silence ] But the cable is... But the main node is plug in to the main modem.
06:00
Speaker 1
You want me to unplug the internet cord? Well, I'd have to go out to the garage to do that, that's what I'm saying, so it would take me longer than 20 seconds to do that. The modem is out in the garage. It's a wireless modem. And the wire comes up here into the bedroom that plugs into the router. Can you understand what I'm saying? I can't do it simultaneously. I'll have to do one, then run out to the garage and do the other. I'm sorry? [silence]
07:00
Speaker 2
No need to for you to unplug the cord, ma'am You just need to unplug the adapter from the power source. Okay. I see, all right. Do that. Yes, kindly do that one. I'm It's kindly do it and then, like, unplug it.
07:00
Speaker 1
Okay. You just want me to unplug the cable internet from the from the upper from the router, okay, got it. I'll hold on. Okay. I'll okay. Yes.
08:00
Speaker 2
plug it and then plug it back in. Only the cable, don't unplug the adapter because you mentioned that they are far from each other. Yes. All right. And then kindly plug it back in. And all the nodes now are solid red. White, you get it.
08:00
Speaker 1
It's just solid red. Oh, I don't know. I mean, I have a computer. I have an iPad.
09:00
Speaker 2
all right, what's the light status ma'am? Um, is it still solid red? Or is it ifponding? uh, ma'am, do you have a computer or a laptop that you can wire or use? wire directly to the modem?
09:00
Speaker 1
How do I connect that to the modem? I'm not sure. My computer is downstairs. Upstairs, yes. Now I have a laptop, but I don't open my let. Well, um, if you give me a if you give me a minute to go get it, I will find out. Hold on. [silence]
10:00
Speaker 2
am a m where is your computer located map right so a t s t s downstairs and the main node is in your bedroom or the parent node all right does your laptop have a a port that can plug in the Ethernet cable It. All right. Yes, ma'am, kindly get a one.
10:00
Speaker 1
still there? okay, hold on. okay. Okay. Hold on a second. I'm getting powered up. Can you tell me while we're waiting how old this system is? I don't think it's that old. Okay. Okay. All right, so, here we go. I said, I told my husband, we've only, we've only had it two years. Oh, no, we've had it longer than that. You know, they, they know that they have no idea. Okay, I'm waiting for my laptop to, to boost. [silence] [music]
12:00
Speaker 2
Uh, you have this since 2024, so, still use this for two years.
14:00
Speaker 1
taking forever. Well, I don't know if it's going to come on if I don't have any internet. That's the thing. Oh, I have to plug it into let's see, I need a port. All I have is a um, So you want me to try and plug the cable right into my laptop? I don't think I'll be able to do it. Uh uh. Let me see. No, that's not going to happen. I don't have any um. No. No. Not that not that's going to fit. Not that's going to uh accept that plug. No.
15:00
Speaker 2
Yes, yes, ma'am. The cable plugged in from the, um, router. uh. uh, so there is no, a port, any, ah, right, now, we, it. uh, so here's, the, thing that we will do then, we will reset this.
15:00
Speaker 1
Okay. Okay. I would like to leave it as it is. Okay, it's off. It's showing blue.
16:00
Speaker 2
main node and then set it up again. All right. So once we reset this one, ma'am, just to confirm, when you set it up before, did you customize or change your Wi-Fi name and password, or do you leave it as it is? All right. So, yes, ma'am, we will reset this parent node. Kindly press and hold the reset button until the light went off and release once the blue light is showing. [silence] All right. So let's wait, ma'am, for it. +-about two to three minutes +- until that device is done starting up.
16:00
Speaker 1
OK. OK, you have solid blue. OK. One, two, three, four, five. OK, so it's gone to blinking white. OK. Yeah, I have solid blue again. OK. Blinking white. OK.
18:00
Speaker 2
Let's wait until the light change to solid blue. All right, it's now solid blue. So here's the next thing you need to do, ma'am. Kindly press the reset button again, but this time you need to press it five times. Like, press, release, press, release for five times, not too fast and not too slow. All right, now it's blinking white. And let's wait another two to three minutes until the light status of this router will change to solid light.
18:00
Speaker 1
Okay, It went from blinking all white to blinking yellow now it's solid red again.
19:00
Speaker 2
All right, so let's wait, ma'am for a minute or two. Let's give it a minute or two and I'll set a timer here. [silence] All right, so let's wait, ma'am for a minute or two. Let's give it a minute or two and I'll set a timer here. All right. Um, if I ask, is it so, um, is it still solid red? let's see. all right. so since we cannot confirm, ma'am, that your modem is working. Um, there is an internet connection coming from the modem because you don't have any um device that can be wired directly to the modem. Uh, what I cannot highly suggest to you ma'am, is to contact first your internet service provider and confirm to them that your modem is working and the internet is online. And you may contact us back.
19:00
Speaker 1
I don't think that's the issue. Why would that be an issue? The green the light on the I'm sorry, yeah, but the modem is showing green. So I I don't I don't think that lost power. I don't know. I have no idea. I have to go back in the garage to see if I can find it. I don't know.
22:00
Speaker 2
So that we can set it up again, would that be okay? Um, cause if your modem is not, yes. We just need to confirm. Now, can you tell me what's the model number of your modem? Or, do you have an ethernet cable? Can you move it closer to the modem and use different cable instead? The main node. [silence]
22:00
Speaker 1
Possibly I'll have to let them look at it. I understand just from losing power and turning it back on, how this could happen. We didn't we didn't change anything. All right. Well, you haven't been able to help me. [silence]
23:00
Speaker 2
We are isolating the problem here because since we already reset your router and then we set it up again. However, the light status is still solid red. That's why we need to confirm that there is an internet coming from the modem or we will try to check if the cable is not faulty.
23:00
Speaker 1
All right, hold on, let me go down and look at it. So I'm looking at it, and the system status is green. Uh, everything everything is plugged in. Um, it is a cyberpower. I think the modem is outside. This is just, yeah. Hmm. I don't, I don't see any number on here. Finally, we'll look outside. [silence] Uh, they've got a lock on the box so I can't even get into the box outside. It's all sealed up. All right.
24:00
Speaker 2
yes ma'am I read.
25:00
Speaker 1
no no no this is um it's a big unit that's on outside the house and it's wired into the garage and and it's plugged into a uh like a backup battery pak. and it's um. and then they ran a where they ran a cable up to the bedroom to the mother node. So I don't. yeah and uh. I don't know. I I this is all. very confusing to me so I I don't know. what to do. I'll I'll call them tomorrow or call them now.
26:00
Speaker 2
And if IML, ma'am, your internet service provider, did they provide you a black modem or like a box?
26:00
Speaker 1
[silence] and see if he comes tomorrow and look at it but I don't think it's an issue with uh with the modem. I don't know. right? Well, it is it is wired to the uh to the mother node. [silence]
27:00
Speaker 2
OK, so it is from the patch. I think your connection is from the path, because it's from the main source directly to the UPS or the power supply, and then connected to your parent load. Because we can confirm that one, ma'am, we really need any device that can be wired directly to your to the main source or from your internet source, just to confirm on that one, if the wire is the faulty one or there is an internet coming from.
27:00
Speaker 1
run a wire from the box outside or pole, whatever, into the a mother node and I was like, if this has got like a telephone plug it won't plug into any computer. It's like a telephone connection that goes into the mother node.
28:00
Speaker 2
uh yes um the parent loan. However, we need a, a computer or a, a laptop, so we can confirm it. [silence] All right. Um, you can just contact the internet service provider directly, ma'am, and then contact ASAP again since we are open until 11 p.m Eastern standard time.
28:00
Speaker 1
asking them, okay. Usually they, they let me know if it's not. I mean, I've had them just show up at my house if it's not working. But, um, okay. I'll give them a call. All right. Thank you.
29:00
Speaker 2
Um, as if there is an internet connection coming from the patch, um, if it's working. All right, I'll take a note of that one here also, man. All right, thank you so much also by France.
29:00