Speaker 1
[silence] Hi Gerald, this is Cameron again uh it's asking me to give you the number. Well, let me tell you what the issue is.
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. Please have your device's 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. Thank you for calling. My name is Gerald.
00:00
Speaker 1
Is we don't have internet and I called a spectrum and they checked their system, they said, well, as far as they're concerned, everything is honky-dory, it's working, there's nothing wrong and they asked what system we're running for the cameras around the school and um, uh, uh things of that nature, so I told them it's Linksys and they said, well, you need to call them because there may be an issue with their system. So that's why, that was just a recap how I got to you. Um, do you need serial number? How do you go to figure out whether you have an if there's an issue with your equipment? How do we go about finding out?
01:00
Speaker 2
I ran a trouble shooting and I will figure it out, but it from now you can give me the serial number and model number of the router. [silence]
01:00
Speaker 1
Okay, serial number is free union 10 Mary 39 Apple 1 2 3 4 5 6 7. Yes, the first number is 3. The second number is 8. serial number name game model X4200 Cameron first name last name is again a g a N G a e C a m R a n
02:00
Speaker 2
Oh, uh, what's the model number of this? Got it. And what is your first name and last name so I can create a record for you? Audi phone, Audi, so I just want to make sure that I got it correct. Got it. And what is your email address? [silence]
03:00
Speaker 1
T as in Tom, L as in Lawrence, G as in George, the word Preschool altogether. T L G Preschool@hotmail.com. I'm sorry, one more time. How many of these routes is? I think they're well there's one here. Uh, it's a preschool so there with me um my wife runs it. So I'm trying to
04:00
Speaker 2
All right, I'm second. And how many links this router do you have in total? How many links this router do you have total?
04:00
Speaker 1
Okay, um, I think I have another one, um. I see, um, I only see one and I'm sure then there is, um, yeah, uh, I'm sure there is another one in this building. That's all I see, just that one that I gave you. [silence] uh it's connected to spectrum um uh internet but i spoke to spectrum people and they said their equipment and their lines are working fine it may be linked to Lengsis do we have any other routers other than this one uh might not be the things like like uh uh uh uh national uh continental do you have more of these or does is just there's like need to uh paint the uh again you're the most climate uh uh uh thank you very much are you needs
05:00
Speaker 2
Got it. And where is that Linksys router connected to?
06:00
Speaker 1
Al do you need the other serial numbers? It's three of them. We have three of them. Oh one is okay for now. Okay. [silence]
07:00
Speaker 2
We've got three. One is okay for now.
07:00
Speaker 1
It's red. I called, I unplugged it, I replugged it. This is after Spectrum said that their system works fine. And I had a tech on the phone from Spectrum on the phone. And when you unplug it and replug it,
08:00
Speaker 2
Okay. where's the light of the Linksys router right now? The one connected to the flight room. And what troubleshooting have been done so far for it recalling [silence]?
08:00
Speaker 1
it comes out blue and then momentarily it goes back to red yeah I did it one time I can do it again now the same thing that we have is oh I'm pressing it again to see what happens I did and when you reset it it comes blue you know the light becomes blue and then within a minute or so it goes back to red
09:00
Speaker 2
did you also attempt to press the reset button? Did you press the reset button or you did not? You did? No, no, no. I'm just asking. Did you do? No, I'm not saying you reset it. I'm just asking if you reset it. Okay. And how long did you hold the reset button? Did you hold it for... [silence]
09:00
Speaker 1
well let's do it again 20 seconds. [silence] I I didn't count the seconds. [silence] no, I didn't count the seconds. [silence] right now there is no light. [silence] Oh, it came on. [silence] it's blue. [silence] it's still blue.
10:00
Speaker 2
more than 20 seconds or just five seconds? [silence] again do not. No no sorry to cut you off but I'm not saying you reset it. again that's all the answer I need for now. so do not do anything I'm just asking a question for now okay? all right so yeah are all the the tower right now they're all solid red or one is blue? there is is it solid blue?
10:00
Speaker 1
It's solid. Oh, it started blinking. It started blinking, Luke. Okay. It's still blinking. Are you in California, or on the East Coast? I'm sure you are. Oh, I see. You're in the Philippines. Okay, it's gone to a bright pink.
11:00
Speaker 2
So if you go to your Wi-Fi settings on your phone, can you still see the Wi-Fi? Right, because probably it's restarting right now. I'm not sure. I'm from the Philippines. Yeah.
11:00
Speaker 1
Yeah. Yeah, after you told me to hold it for 20 seconds, I did it again. Yeah. [silence]
12:00
Speaker 2
did you want to reset just now? [silence]
12:00
Speaker 1
Probably about two or three years ago. I don't know exactly. Yeah, I'm okay with with charging. Yes. You said 15 on one side, right? I'm sorry. One more time.
13:00
Speaker 2
and then you'll have to reconnect them back manually, each one of them. And also, regarding this, um, do you remember where you purchased this router? The reason for asking is that after two years, it's probably in warranty, but I just need the receipt to validate the warranty. Because it's showing here that it's out of warranty, and for our warranty devices, unfortunately, we charge $15 to assist. Now you're okay with that. It's non-refundable. Yeah. I just want to make sure. Yes, 15, and whether the problem's fixed or not, this is going to be $15, and it's going to last an hour of troubleshooting.
13:00
Speaker 1
yeah that's okay in the meanwhile is still on bright pink [silence]
14:00
Speaker 2
So I just wanna make sure that you have understanding of what you're going going to pay. This is again one time non-refundable, also it's going to last one hour and whether problems speaks or not, still gonna be $15. Okay, cool. Let me open my tool set. All right, so while while that's pink get the other extender tower. By the way, so we won't be confused. The main node is called parent node for the the one that's connected to the spectrum modem. The other nodes, those are the extended nodes are called child notes just so we won't be confused. So, now on the main actually just get the the the child node.
14:00
Speaker 1
How do I know which is parent, which is child? Okay, I think the other ones are connected to the internet too, because this is, these are in different buildings. This is a, this is a preschool and in the preschool there's three buildings and they're all connected together.
15:00
Speaker 2
Move it closer to where the main node or parent node is located. Plug them in three to five feet near the parent node. Plug them into power. So the parent node is the one connected to your modem because that's the internet source of your extender tower or child nodes. That's impossible. Okay. So... Okay. I see. So what you're saying right now is that they all have different set up, right? Yeah, they have different.
15:00
Speaker 1
No, it's the same internet source. But it's been, so you, do you want me to check on the other ones. Okay, let me see if the other, let me confirm that the other ones are working. Just bear with me. Is internet working here. This is asking if all these are working or internet, they report. [silence]
16:00
Speaker 2
very good internet source right? Alright, that's that's fine then you know very good good so sorry go ahead. that's fine. if you say they're working then then that's okay. as long as you confirm they're working, I have no problem with that. now we're gonna focus on the one that's not working, which is the one you have there. Uh for the other nodes, you said they're working, so we're good with that. Okay. um... sure sure sure. [silence]
16:00
Speaker 1
so I think about that yet and I don't know anything. Instagram on or and internet here, huh? Yeah. try Google, just go to Google. Okay. Okay, and you said there's one and building three? Building three. I don't know. Okay. Okay, we're going one by one and checking if one is blinking red. [silence]
17:00
Speaker 2
Oh, so uh, sorry, I was actually talking, I didn't notice I was mute, but yeah, uh, you said they're blinking right, I mean the ones blinking right. Uh it's okay, for now. [silence]
18:00
Speaker 1
Et demain, c'était... Et nous sommes prévus et il en a besoin. Vous voyez une manière. The Orange County Register, and Reggington Short. And the meet the the the me, the meet the the me, the meet the the me the me, the meet the the me You seem a bit kind of nervous I go back to school on Monday and Well
19:00
Speaker 2
depends if you plan to extend the Wi-Fi Or use the other extender node an ar yes. I. If you't satisfied with your current or the main tower signal, then you're okay. It up to you. The exender tower is just to to boost the Wi-Fi signal. Sung
22:00
Speaker 1
Deux choses, c'est qui doit apporter. C'est moi qui dois apporter, deux fois. C'est une étude. Deux fois dans l'émission. Je me souviens plus. Le cas. Deux fois dans l'émission. Qu'est-ce qu'il y a? [silence] Téléphone. Téléphone. Téléphone. Où est le téléphone? Well, it seems to be working. It's now. Okay, we got the third one working. It's blue. Hello? No, it's it started blinking now. It was solid blue and now it's blinking. Uh, yeah. The Indian question.
24:00
Speaker 2
a bleeding got it so before we continue with this I need to ask for your card information is that okay let me pause the recording because we don't want to store your
25:00
Speaker 1
Okay, I'll have to go, oh, it's going red now. Blinking red. yes okay, I have to get the card from the other side. one second okay I'm ready. 4100, 4003, 5370, 2288. 0529-094. I'm sorry. Can you repeat?
26:00
Speaker 2
huh, um, what is the expiration date. what is the security code I am charging you $[REDACTED_PAYMENT_DIGITS] I'm also going to resume the recording
27:00
Speaker 1
Okay. The one that is red. Yeah, let me see which one is red because they, the main one that we were talking about was pink. And then. Let me
28:00
Speaker 2
Sure, I am charging you $15 now. I'm also going to resume the recording. It's now resumed. And it went through. The charge went through. So. One second. The one that's red right now, press and hold the reset button on that. Hold it down for 20 seconds. Push the one that's red. Hold the reset button on that 20 seconds. [silence]
28:00
Speaker 1
see if this one, is this one red? Yeah, this one is still red. So do you want me to press and hold the red, the one that's red? Uh, about 40 ft. Is it connected by Wi-Fi?
29:00
Speaker 2
Yeah, and also, what's the distance of that to the main tower right now? Is it hardwired or it's connected by a Wi-Fi? All right, can you can you move that closer to the towards the main node is located? Plug it into power three to five feet not more than five feet to add it.
29:00
Speaker 1
Okay, I just pressed the reset button. Okay, now it's blue. So they're connecting. Now the one that was red, the one that was red is blinking blue. Okay, I have to take it to the other side. So I have to plug it from here and take it to the other one. Close it to the other one and plug it back in, correct? Okay.
30:00
Speaker 2
To the network. No, not yet. not yet. Right, it's restarting up and move that to where the main tower is located. Plug it into power 3 to 5 ft away from the main tower or the parent node. You can do it now.
30:00
Speaker 1
So, what about the other one? Like I told you, we have three of them. So I'm just giving the second one. Okay. Uh, yeah, I have, yeah, I'm going to get the third one now.
31:00
Speaker 2
yeah get that other one too and move it closer 3 to 5 toward the main towers to get it they should be plug into power or they can be right next to the current note but adding it it has to be that close. okay.
31:00
Speaker 1
Okay, I'm getting the fourth one and I'm gonna connect it next to the other ones. Okay. Okay, but we know they were all working before. I don't know what's going on now. All of a sudden, nothing's working, so...
33:00
Speaker 2
okay uh... Yeah. I probably, it just not obtaining IP address from the internet source. Um, it can be fixed with a simple off and on. It should be If there's internet connection coming from the modem? [silence]
33:00
Speaker 1
Okay, now one is... pinky-red. Number two is pinky-red. And the number three is blinking blue. Okay, now number three is blinking red. Okay.
34:00
Speaker 2
But however, since the situation right now, the router has been reset. So we'll have to do this and reconfigure everything. Okay. The one that's blinking red. Press and hold the reset button up there. Hold it down for twenty seconds.
34:00
Speaker 1
Okay. It came back on and it's blue.
35:00
Speaker 2
all right so expected light of those node we reset should be solid pink purple or magenta now starting with the main tower light you said is solid pink press
35:00
Speaker 1
Did number one? Did they say? Okay. You said to press the reset button three times. Okay. [silence]
36:00
Speaker 2
the reset button of that hardware forward 10 seconds now sorry, no no uh press and release the reset button of that five times so sounds like this press release press release It uh the the the main node the one that's connected to the Internet source the Spectrum modem do it five times five times uh about one second got between presses so again it sounds like this press release press release do it five times
36:00
Speaker 1
Okay. Is blinking white? So after the white, if they- after the white, if the internet connection is good, it should go to blue you say?
37:00
Speaker 2
link it why all right so it's gonna take five minutes for that to be connected to the internet so which is the modem if there's internet connection the light should be solid blue but if there's no internet connection light will be a red solid yeah if the internet connection is good yep
37:00
Speaker 1
OK. It's still blinking white. OK. And do we have to do this with every single one or just this one? OK, Now, this is solid blue. And number one is solid blue. I said number one is solid blue. You want me to do the same to the other ones? Yeah, they're blinking red. [silence]
38:00
Speaker 2
The light should turn solid blue. But all right. It's going to take three up to five minutes. So we're still waiting. Just that one. So we'll add the extender nodes using the same procedure. Saying solid blue because it can be solid blue for a second putting back the red. Sorry. what's that? Uh, uh, do not do anything on the other ones. Just tell me are they blinking now? They supposed to blink. Is it purple, red or something?
38:00
Speaker 1
They're blinking red. [silence] Uh No, they're both red. [silence] Yeah. [silence] No. Yeah, but the main one is now red. The main one just went red. The first one, number one. Number two and three are blinking red. Uh, yeah. Yeah, it does. [silence] Yes, it is actually Oh, what? Are we talking about the laptop?
39:00
Speaker 2
Yeah, actually, are you, that's your app? Can you check if your laptop or computer has five ten-a net port? it's the same port at the bottom of the router. Take a look at that. You'll see the same. I mean, it's for your laptop, has that port. Same port. So, yeah, let's just try this. Disconnect the cable connected to the main tower. There's a cable connected at the bottom of that. And, but you'll have to remember the port. Hmm?
40:00
Speaker 1
or are we talking about the modems? Okay. There is a cable connected to that. Let me double check. Yeah, I'm going back to I'm going back to number one. Hold on. He did in three different adjacent buildings. So what do you want me to do to number one?
41:00
Speaker 2
no we're talking about the node for now so on the node the main tower there's a cable connected to that right yes ethernet cable Let's check the physical connection because I I think there's a problem with your with the with a physical connection so
41:00
Speaker 1
Okay, to my main notes. The other The internet. The modem is. All right, hard to read. Trennet. T-R-E-N-O-T-E.
42:00
Speaker 2
At the back of your main node, there are two ports. It's probably though probably one of the port. I mean, one of the port right now is occupied. Right? It's the cable is connected to that. The other end of that cable, where is that connected to? The the internet. Would it be the internet? Is it the modem? Can you give me the model number of your modem? Sorry, come again.
42:00
Speaker 1
t r e t r e n o e t. And it's- do you need a model number? I'm trying to see where the model number is written. I, I can't see the model number.
43:00
Speaker 2
Yeah, model number, please. Okay, but based on the name that you provided,
43:00
Speaker 1
yes, T-R-E-N-O-N-E-T, trennth. [silence] let me go and check.
44:00
Speaker 2
provided you said it's tree and none net right ah tried to search for that model number wait let me try again No uh I can't see it here what's here is trend net which is a pOE switch a plug-and-play unmanaged models huh so you your lynsis main tower is connected to a switch net not a modem
44:00
Speaker 1
That's, uh, it. It's connected. It looks like it's connected to Ethernet. It's connected directly like a phone line. It's connected to the spectrum box.
45:00
Speaker 2
The wireless directly connected to spectrum box or it's connected to something else. But could could what's the.
45:00
Speaker 1
It's a black, it's black box with a, um, green, with a green line at the top. Yes. Yeah, but this is. Okay, let me see. They're all bundled together. So, I'm trying to see where this is connected. This is connected.
46:00
Speaker 2
Could it be that the the uh o is actually a d? Is it a black box? With a yellow line? At the top? Oh. Yeah, it sounds like a switch. So I I I tried to check there right here and yeah, the the the D looks really uh looks like more of an o, but actually it's not. It's TrendNET. So but it's in a capital letter. This is a switch. We need the internet source of this. So where is the switch is connected to? [silence]
46:00
Speaker 1
the black box? The black box that you call switch is connected to that. The switch is connected to the main Internet. The one that's coming from Spectrula. The switch? Oh. The Spectrum unit. Let's see. Where is this Spectrum
47:00
Speaker 2
Right. But where's the switch connected to? The spectrum. Yeah, that's what I want. Like, can you give me the model number of that? Model number of the spectrum unit? No, no, no. The, the, the spectrum unit.
47:00
Speaker 1
I'm looking for the Spectrum unit. Oh, it's buried behind a whole bunch of cables, I can't even get to it. [ silence ] Need the model number.
48:00
Speaker 2
yes sorry. yeah. model number of this spectro unit.
49:00
Speaker 1
Okay, let me look. there is another label here. Let me see. ssid model. David George 16708. And it's an ARRIS, A R R I S. And it also has a pin number.
50:00
Speaker 2
that doesn't sound like I mean it could be a model number but usually the Spectrum model start with the letter E sometimes E25 something yeah that's true okay [silence] check okay one sec
50:00
Speaker 1
Was that the right one? Yeah, this one is working. Let me just double check to make sure.
51:00
Speaker 2
Yeah, it sounds like a right one. So that that's actually a modem at the same time a router. Since it is a modem and at the same time a router, can you connect to the Wi-Fi of that? Does it work or it's not working? [silence] Can you connect your your computer to that modem directly by a cable or you can use the switch, the trend net switch? Connect your computer to that. If that will work, then there's internet coming from the internet source. But if that doesn't work, there's something wrong with the internet source. you're a flexible person.
51:00
Speaker 1
I'm gonna sort that out.
53:00
Speaker 2
connect, which internet? the iris? Okay. Can you try to connect your computer to the switch? disable the Wi-Fi of that, or turn off the Wi-Fi for now.
53:00
Speaker 1
No, it's not connecting to the internet. Hello? No, it says it's not directly connected with a wire. It's going on wireless. It's not connecting to the wireless. Or rather, the wireless is not connecting to the laptop. So, the laptop is not connecting to the internet.
56:00
Speaker 2
not connecting to the internet that's directly connected to it that's our it go ahead wait hold on wait what happened like your your laptop now is connected to the the Wi-Fi but not the internet is not working you say
56:00
Speaker 1
I'm, I'm now with Lynxys.
57:00
Speaker 2
Okay. And where is that connected to? To your linksys Wi-Fi or the gateway? So... Alright, alright, understood. Can you again check if your laptop has Ethernet port? You can borrow the cable connected to the Ethernet port of the main tower and plug that... or disconnect that... connect that directly to your computer or laptop. But you'll have to remember the port that it's connected to right now because we're gonna need that.
57:00
Speaker 1
You want me to take one of the linkage connections out and put it to the laptop? Okay.
58:00
Speaker 2
the cable connected to the main node. Disconnect that and plug it in directly to your computer. So basically use the cable connected to the main tower and directly connect it to your computer.
58:00
Speaker 1
I terminals connect the same. [silence] Yeah, it's connecting. Yeah, it is working.
59:00
Speaker 2
All right it's the internet working or not working?
60:00
Speaker 1
It connects automatically. How do you turn it off? Where do you want me to go to turn it off? Windows Windows 11
61:00
Speaker 2
is your laptop a Windows or a Mac? you happen to know, is that a Windows 10 or 11? All right. You know, actually, let me just walk you through go to Control panel.
61:00
Speaker 1
Yes. I am not yet. I'm trying to get to the control panel on those. [silence]
62:00
Speaker 2
you there? I see so you on the control panel now or you're trying let's make it easy for you so take a look at the keyboard
62:00
Speaker 1
Okay. Okay. Is that long bar right? OK, I have it.
63:00
Speaker 2
uh the user keyboard instead so at the bottom bottom wait yeah that's left bottom left um you'll see the Windows icon right it's a power back together power accesses together you can see that key right or sometimes it's called start icon or start key not the long bar so it's uh just look for the symbol power boxes together that's a Windows key press that once you press that there's a prompt and then just use your keyboard and type in network connections
63:00
Speaker 1
I'm typing network connection, nothing yet, network connection, Outlook Calendar, Word Excel, Microsoft, network connection. I don't see network connection. I press the window.
64:00
Speaker 2
Yes, then what do you see? Did you press the Windows key or you did not all right and then type in network connection, just use your keyboard. Did you press the Windows key or you did not all right.
64:00
Speaker 1
Can I go to settings? Yeah. Oh. Positive. Okay. Network connections. Do you see anything saying network connections? Utilities, productivity, utility, entertainment, others, information.
65:00
Speaker 2
Okay. No need to look for the search box. Once you press the Windows key, it's just it you just type in um network connection.
65:00
Speaker 1
navigation and reading Microsoft Co-pilot PowerPoint excel word I yeah I'm in control panel [silence] you
66:00
Speaker 2
I see. Uh, just go to control panel instead: (you know how to go to control panel) or no? Then look
66:00
Speaker 1
I don't see network connections. Okay, I have productivity, I have utilities and tools, creativity, other entertainment, accessibility. Those are the icons that I have.
67:00
Speaker 2
So, if you're in the control panel, you'll see network and internet. Click that. [silence] Let's try it this way instead. [silence] So, take a look at the middle button .
67:00
Speaker 1
I get it. The the the four blue boxes. Yes, yes, yeah, uh huh. I guess you. Yes open open. Wi-Fi Bluetooth, Bluetooth is not connected. Wi-Fi the learning garden is connected.
68:00
Speaker 2
of your computer. If that's Windows 10, the start icon should be blue, a color blue, four boxes, yeah. Beside it there's a search, right? There's a search box or search engine. Click that and then type in network connection. Do you see it now? All right, click that open.
68:00
Speaker 1
I don't see internet. No internet? No, it's not connected with cable. It's on Wi-Fi. Uh no, not that I know of. Let me, let me double check something. Uh I have some gray cables going into the into the
69:00
Speaker 2
What about Ethernet? You said that this computer is hardware to the Ethernet, so what is it right now? Is it identified or there should be Ethernet. Okay, so, so this laptop then is not connected through cable. That. I'm getting confused now. Right. Okay. Connect the the laptop, okay. Is your laptop passable to connect to the to the to the switch by a cable or no? Just yes or no.
69:00
Speaker 1
Connected this, and there is a blue cable. The blue cable doesn't connect. And I don't know what is - which is which. I don't know which one is a ethernet. You know what it looks like? It looks like a telephone line or - No, it doesn't connect. It doesn't fit. I guess he has his own cable. It doesn't fit in there. Yeah, but I don't have the cable. Let me see if it I don't know exactly what you're asking. You want me to connect the laptop directly to the switch? Is that what you're asking? [silence]
70:00
Speaker 2
I understand. Right. I thought that laptop has an Ethernet port. That's why I asked you if it does, you said, it has, I mean, it has. That's why I asked you to disconnect, one second, please, sorry to cut you off, but, one second. So cause I asked you to disconnect the cable connected to the main tower. At the bottom of that, there's a cable connected and that cable is connected directly to the switch, correct? And just say yes or no.
71:00
Speaker 1
Hello? You're asking me to connect the laptop directly to the switch? Well, let me find the cable. [silence]
72:00
Speaker 2
Yes. Yeah, that's what I asked. Yes, correct. You don't need to find a cable because, again, disconnect the cable connected to the main tower. Okay, let's say it this way. How do you want to, I mean, Hold on one second. Let me, let me just think. Give me a minute.
72:00
Speaker 1
[silence] in in in the the load of a laptop loading robot Wi-Fi card friends you know among those cable put into laptop ali me cable I did not see that its laptop eat Same thing I did not like the same but people you see you talked about his this hello as follows Do not leave only the [silence] I do like the way Heidi just looks at you and turns around and talks to you. I should have come at 12. The girls are going to come at 12. Now it will be in two hours. I've been on my butt for three hours. Hello? Can you send a technician because we don't seem to get anywhere? Who can help? Yeah, I'm just running out of time, so I guess I'm going to have to call back. What is your direct phone number?
73:00
Speaker 2
Yes, hello. Unfortunately we don\'t have on-site technician. We do we do things over the phone. I can help. I just need you to follow the instruction. [silence]
74:00
Speaker 1
Okay, what's the. Okay, what's the ticket number. Uh-huh. Uh-huh. Let me repeat T-L-C. The ticket number is, I'm sorry, L as in Lawrence T as in Thomas S as in Samuel 00135515. Okay. All right, I'll call back and use that ticket number. Thank you.
75:00
Speaker 2
just use the the phone number of Linksys I can just give you the ticket number so you don't need to repeat yourself on what we have that. So that's LTS Larry Tango Sam 00135515. You got it right, yeah. That's the ticket numbers. All right, thank you. Have a good one.
75:00