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. while waiting, you may also visit support.linksys.com for more information about your product. we are currently experiencing higher than normal call volume, which may result in a longer wait time. we appreciate your patience. you can also visit our website at linksys.com or our chat support to serve a live chat. we apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
Hi there. My name is Josh. Thank you for entering my call. Um, I'm having some problems with my connections. Um, I don't really know where to start but basically my computer ethernet says the ethernet has connected but there is no internet and needs further action required. Um, it directs me to open a linx system website and I try to open it in my browser but uh it never actually load. Um, no, I do not have an ethernet with spectrum, which is my ISP. They provide uh, I don't, I'm not sure. How do I check?
02:00
Speaker 2
Calling Linksys's technical support. This is Rio. How can I assist you for today? Let me just confirm, sir. Do you have you happen to have an internet with your ISP? Okay, but you do have internet from Spectrum. You need to connect your déroule. Please make sure that your Linksys router is using the DSM. If you have any further questions or need assistance, feel free to ask. Thank you for choosing Linksys. Have a great day. [silence]
02:00
Speaker 1
Oh, yeah, we have an ethernet cable. And I think the ethernet cable is connected to my modem. I think this is the bottom. Okay, I'm pretty sure I have an ethernet from you guys, cause spectrum said that they didn't give us an ethernet a few days ago. Oh, it's, [silence]
03:00
Speaker 2
All right, uh you need first uh to identify if you have an internet access from your source before we proceed and troubleshoot from your laces device cuz if by chance that you don't have an internet access from spectrum, then we are going to troubleshoot um all of we're troubleshooting will not proceed. [silence] I'm sorry, you need to uh you need to uh connect sir an ethernet cable from your computer down to your modem to check if you have internet. That's how uh [silence]
03:00
Speaker 1
It's it's connected. They're connected physically. Yeah. They're connected. It just has no internet. Mm-hmm. I do have an internet. Oh, sorry. Oh, you're real. Yes, I have ethernet. I have an ethernet cable connected to my computer. ether. I do have internets.
04:00
Speaker 2
you uh check computer to your modem so you have so do you have an internet from your modem down to your computer do you have an internet sir or not internet sir Ethernet is different from internet, I'm referring to internet what I mean is internet sir internet do you have internet sir from your computer down to your modem okay you have internet now can you try to remove that ethernet cable connected from your computer down to your spectrum
04:00
Speaker 1
Sure. Okay, I removed the Ethernet cable. Let me go check that. Wi-Fi
05:00
Speaker 2
Okay, for the Linksys device that you have there, what's the model number? how many Linksys devices do you have?
05:00
Speaker 1
What's the what? The light? It's read. [silence] Yes. Yes.
06:00
Speaker 2
what's the light indicator showing right now? Dude the sir. what's the light at the top? red right. Okay. The moment you called us here sir your current set up is you from the from the modem you connect an ethernet cable down to the Linksys. Is that correct? And then aside from that you've connected also an ethernet cable from the modem down to your computer. Is that correct? Okay. Just to set proper expectation, this kind of setup won't work. supposed to be there will only be one ethernet cable connected at the back of the modem and that should be the Linksys one. So the device right now WHW shows red light meaning to say it's disconnect.
06:00
Speaker 1
Okay, yeah Uh-huh. The serial number is, um two five F 11 M three A A two four six five one [silence] Okay, yeah Uh-huh. The serial number is, um two five F 11 M three A A two four six five one.
07:00
Speaker 2
Sorry, for the box that you have for the spectrum box. Are you okay if we reset it? So go ahead and type that the device will be reset. Can you confirm the serial number of the device?
07:00
Speaker 1
[silence] Yes. Yes. [silence] Josh Chen? Chin. C-H-I-N. [silence] My email address? Well, I'm not the I'm not the owner of the household. So I don't know if it should be my information. Okay. My email is Josh@gmail.com.
08:00
Speaker 2
Okay. Have there sir? is the ethernet cable connected in the internet port? this is the first time you called linksys? alright. Let me create first a record for you in the system. I know your first name and last name sir. Uh is that Chen or Chan? How about email address? Any email. It's okay sir. since you are the one that uh we are talking about
08:00
Speaker 1
Yes. Thank you for helping me today. Okay.
09:00
Speaker 2
Who's your Internet service provider again? Is it spectrum? Correct. correct. Wheeler Welcome sir. Sir I was able to create a record in the system. However based on our record here, the device that you have there is already been out of warranty. Now if by chance we do not offer any replacement for the device if we cannot configure the device. Okay? And just a heads up as well. If we have done already all of the possible troubleshooting and we are not able to connect back this device to the uh to your current setup, uh you might try to upgrade to a newer version because this is only WiFi 5. And
09:00
Speaker 1
Oh, okay. Yes. Hold the reset button for 30 seconds. Okay. I'm pressing it now. So if the reset and the trying to fix it now doesn't work, we have to buy a new one? Okay, because we it's unfixable if it doesn't get fixed now. Oh, okay. How much would that cost?
10:00
Speaker 2
Already spectrum is why fight seven capable. So, for the Lynx device that you have there, sir, can you try to reset it? You hold and press the reset button for 30 seconds, please. Yes. Yes, sir. That's the last option that we can offer to you. As if troubleshooting, all of the troubleshooting that we are going to do right now. If again it does not work, you need to purchase a new one because we don't have any more for more updates for this kind of [silence]
10:00
Speaker 1
Oh, okay, I see. Thank you so much. Okay, I think I've held it for 30 seconds now. Should I let go? Okay. Okay. [silence]
11:00
Speaker 2
it depends on the product that you're going to purchase or but you can only check it via amazon walmart best buy and Target they're the one selling it okay let's uh yeah you can let go and then we'll wait for two minutes after that supposed to be the device should turn purple pink or magenta let's wait for it
11:00
Speaker 1
How was your weekend? How was your weekend? How's your day? Oh, uh-huh. Hopefully that was fun. Uh oh, my friend's birthday was on Saturday. She, she just turned 22. [silence] I think it's still calibrating. Oh, it says red or pink. Okay. Now it's orange. Mm-hmm. Blue.
12:00
Speaker 2
Ah How's the nodes dude? What's the lightning guy is showing? Okay Solid bread our page Okay So try to click set the reset button five times one press per one second not too fast. Okay Um Alright So what we have done so far now is we are trying to add the node uh the quickest way to add the node to the system so that after maximum waiting time of seven minutes the device should turn solid blue or green meaning to say it does have internet.
13:00
Speaker 1
Do you agree? Okay. Okay. Thank you for helping with this, because my mother and I have not been able to do work because of this the past few days. Mhm. Yeah. Yeah. Both of us work from home a lot. Yeah. there's a lot of benefit. Yeah, it saves time when you don't have to commute. You're able to spend a lot more time with your family because you don't have to commute. There's a lot of benefits, mhm. Mhm. but sometimes it also means that there's less work life balance because you can't just go up and leave and go home. Like if you're having a long day, you, you're still at home. And you kind of just end up like relaxing and instead of working. That happens all the time, you.
14:00
Speaker 2
i see yeah of course uh it's very important to have a uh wi-fi and internet at cause mostly uh right now all are dependent to the wi-fi especially if you do have jobs work from home so yeah it's very important i see uh mostly here in our country uh we do have lots of uh people working at home there are like virtual assistants so they're actually amazing they do work at home and very comfort in their way so they're also dependent with WASAAS And WASAAS
14:00
Speaker 1
don't have to commute to work yeah uh it's green now okay okay no yeah uh default default is fine for now if i could change it later
15:00
Speaker 2
Exactly. Especially in our home, it's too far and lots of people. So, how is it right now, sir? Uh, is there a change in the light, Blinkings? Okay, give it some time. It will from green, it will turn red and then back to green. That's the sequence of the LED. Light. All right. And do you happen to have a Linksys app there? Okay, first, are you okay already with a default Wi-Fi name and the Wi-Fi password from the Linksys or do you want to change it?
15:00
Speaker 1
Okay. If still green. Yeah. Okay. [silence] Okay. Can you hear me? Is this still recording?
16:00
Speaker 2
Okay. All right, perfect. So, still the same, green? Okay. Can you try to connect your computer, sir, uh, via hard wire or, uh, or wi-fi? So, if you want to connect hard wire, sir, you can only connect directly to the Lynx Sys, okay? You do not need to connect it to the spectrum box.
16:00
Speaker 1
[silence] [silence] doesn't seem to work No. Oh, the dot or the color. Um, it says green.
17:00
Speaker 2
Are you connected now? Uh, with internet? Uh, what does it shows there? [silence] Wi-Fi? Okay. And then, uh, are you.
17:00
Speaker 1
Yeah. Um, it's kind of confusing because I use an ethernet cable, but I use the ethernet cable, it's plugged into the wall. Um, but not it's not plugged into the router. Okay. But I think that's what I've had for the past few years. That's how my ethernet worked.
18:00
Speaker 2
Okay, okay? Are you wirelessly connected? Or hardwire? Oh, okay. Sir, here's the thing, okay? You wanted to connect hardwire to your router, you need only to be connected to the link this. You cannot connect to the modem. It will not provide you internet. Well, can you try to check if you have internet in that way? Okay it's in our system. we don't have that kind. We don't recommend that kinda setup. Cause it really won't function the way it should.
18:00
Speaker 1
Wi-Fi um stopped working. Yeah, the Wi-Fi stopped. Yeah, the Link is Wi-Fi stopped working the same time. Or oh yeah, not spectrum Wi-Fi, not spectrum Wi-Fi Indensys. Uh I don't think we have a Link SyFi. Um, okay. Oh, okay, I'll try that one. I see a Velop setup.
19:00
Speaker 2
word but have you tried checking if you have Wi-Fi from Linksys? Linksys Wi-Fi sir? The Linksys Wi-Fi right now? There is sir. You go to the settings of your Wi-Fi and click there Linksys set up, Linksys developed set up. there will be a name there. You can try your phone. Phone is the easiest one to connect.
19:00
Speaker 1
[silence] Okay. Let me let me get the Wi-Fi password.
20:00
Speaker 2
Yes, sir, that's the default WiFi name, sir, connect to the WiFi and then the password is indicated at the bottom of the Linksys box.
20:00
Speaker 1
it works now. okay. okay. yeah. the internet's working, but how do I. I wanna. I wanna figure out my ethernet. but I know you said you can't help me with the ethernet. yeah. so my ethernet goes into my computer. from the. I have the. the. the. the.
21:00
Speaker 2
Yes, sir. It should work because you have an internet for for your Linksys. Now again, if you want to connect hard wire from your computer, you should connect it directly to the Linksys. There is still a port there. But if you want to connect it directly to your modem, you need to remove the Linksys. You cannot use the Linksys and connect it directly to your modem. All right. So, yes, internet is working fine right now, sir. Anything else I can assist you. Again, Ethernet. If you have an Ethernet you want to connect it. Is it from the computer that you have?
21:00
Speaker 1
Yeah, I think it's an extender, so it's not directly, directly wired, but like it's kind of wireless ethernet. If that makes sense. Um, let me check. Cuz I've used this extender for years and years and I've been never been an issue with it until a few days ago. So I don't really know. Um, the manufacturer is TP-Link. Okay. Thank you for Miss. Sorry. My bad. That's fine. Thank you so much. Um, oh, let me check if the Wi-Fi is working on my mom's computer too. Okay. [silence] yeah the Wi- Fi is green what is your favorite food from your country yeah what is your favorite food from your country [silence] how do I fill that yes I I'll give you a list of options [silence] Okay [silence]
22:00
Speaker 2
Roger. If you mean food, it's sinigang. That's S, I, N, I, G, A, N, G. You can try to check on that. [silence]
23:00
Speaker 1
Wait, was it Fig? S-I-G- synagogue? A synagogue. Oh. Okay, I'll try. Okay. Hold on. I'm logging on right now. Uh, it should work the same. [silence]
24:00
Speaker 2
uh, S-I-N-I-R-D-A-N-G. uh, G, uh, uh. Sinigang uh huh. Mhmm. Alright. It's actually a Filipino food. Alright. So, yeah, um, is internet working fine from your mom? Uh, okay. Go ahead.
24:00
Speaker 1
[KEEP_UNCERTAIN] okay. it seems to work on my mom's computer, and now when you and I… let me disconnect my phone. okay. well, I also have to connect my TV, so many things. you, like, thank you.
25:00
Speaker 2
Go ahead. Take your time, sir. No, the problem. So, sir. Just take your time.
25:00
Speaker 1
I'm just unable to join. Yeah, let's see. No, it won't even let me enter a password. It won't even let me enter a password. 'Cause I tried to click on it to start entering a password and it doesn't let me. Yeah, it doesn't. it says join this network and not forget this network. Maybe. [silence] And then my M, it has to be a long time. And he connects automatically with me where it connects to my link. Yeah. And then auto. And then it says join. And then it says you can't have any chance because I mean, I don't know. [silence] [silence]
27:00
Speaker 2
try to double check the password, sir. Oh, okay. Uh, if that's the case, try to forget the network and then try again to click the Wi-Fi name. Might be you're already--you've already joined the network, but then the password is incorrect.
27:00
Speaker 1
Hmm. My iPhone Too. Fourteen. Let me try using the iPad.
28:00
Speaker 2
How was it, sir? What's the device are you trying to connect, by the way? Okay. Okay.
28:00
Speaker 1
My iPad also says unable to join. I can't even type in the hotspot, yeah, unable to join this network. I
29:00
Speaker 2
unable to either other device it just the i i is it just the ios unable to connect okay if that's the case there you can uh try again uh later on to connect your devices because my it be the the notice stall
29:00
Speaker 1
Okay. Okay. Let me connect to my TV. [silence]
30:00
Speaker 2
Trying to reconfigure, but then your other devices is already connected and it has internet. Okay. Go ahead. [silence]
30:00
Speaker 1
[silence] what I'm doing okay I think it seems like my TV is working [silence]
31:00
Speaker 2
Okay, right, good to hear, it should be working fine, sir. So, yes, sir, anything else aside from this? [silence]
31:00
Speaker 1
no, I think it should be good. yeah. ok. Thank you. Appreciate it. have a good day. Bye bye.
32:00
Speaker 2
All right. Then you can contact also 30. PE. Link so that they can help you set up the extender for s so that you can extend your connection in your home, okay? All right. Thank you, sir. Again, this is Rio. You have a nice day. All right. Bye bye.
32:00