V2 Rubric Detail — b41b5860-7f96-11f1-9…

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. Thank you for calling Linksys. This is Ay. How can I help you? I see that I need to help you. even if you don't say I'm sorry to hear about that man. Um may I have your Linksys router serial number first? Uh the serial number is um indicated on your Linksys router's product label sticker at the bottom of it. You can check there. Um-hm

uh, it should be on it should be on the router itself. At the bottom of it, there is a product label sticker at the bottom of your linksys router and this serial number is indicated there. Do you have a linksys up on your phone? Okay. [silence]

The serial number has 14 characters, a composed of letters and numbers. It's usually above the mark address.

Two C for Charlie, a for Apple. Zero. What's next? 96 16. You can take a screenshot or using your phone and then you can enlarge it on your phone so that I see. And you only have one Linksys Router. [silence]

All right, uh, let me just confirm the model or number of your link, sir, or is MR6350. Check on the product label sticker, usually beside or below the link's logo.

Yes? So, um, have you conform okay? Yes. All right. So, that's the only linksys router you're using, right? And you mentioned that the ISP, um, T-Spectrum, your router has been experiencing an intermittent or dropping wireless connection. I assume all your devices are-

Yes. Now, uh, I have to inform you, Gene, right? Gene. I have to inform you, Gene, that your existing router, MR-6350, is already out of warranty, plus it's router is using an older Wi-Fi technology. Your router, MR-6350, is still using the Wi-Fi 5. And since your spectrum upgraded, uh, that may have caused the dropping of wireless connection because your router is using an older technology, Wi-Fi 5. We have now the latest Wi-Fi

six or seven. Mm-hmm. I see. So, well, if it's just... If it's just a... Okay, go on. Please speak for a second. Yes, uh, if you no longer want to use the Linksys router, you can get a router from Spectrum so that it will provide your seamless network performance since Spectrum has upgraded, maybe that will work or you can still use your Linksys router and just Use it as an extender, if you ever got a router from spectrum. Use it as an extender because your router is a mesh type router, so it can be added to your spectrum router. So that once it's added to your spectrum router, you can just place that linked router to another area or place in your home. So that because your router is still usable, it's just that it's using Wi-Fi 5 and older Wi-Fi technology. Today we're using Wi-Fi 6. In fact, the latest Wi-Fi technology we have now is Wi-Fi 7. And your router is using the Wi-Fi 5 Wi-Fi technologies. So that could be one of the reasons why it's... Slow.

its performance, performance is not up to what the spectrum now is using. Maybe the spectrum has now upgraded to a Wi-Fi 6 or 7 Wi-Fi technology, so that could be the reason why your router is experiencing an intermittent connection. Yeah. No, we cannot do that because we have no longer any remote access to Linksysoutr, but if you, you mentioned that your Linksys radio light is showing a red light, maybe we can do some uh, troubleshooting with regards to that, but it with regards to the intermittent connection of your router, the only

Yes, The possible is to power cycle it. Turn it off and then turn it back on or upgrade its firmware. Yes, Oh you can do that. Yes, You can do the power cycling by unplugging the power cord adapter from the power outlet or by turning off the power switch at the bottom or at the back of your Linksys router. You can do both ways, whichever you are more convenient or comfortable. But since you've already done power cycling and still you're experiencing the same issue. [silence]

But you just said that your linksys back is showing a red, red light. And That's normal because you just turned it off and once you turn back on the router, it will first start to boot up. It will start booting up. So you just have to wait patiently for it to light, try to stabilize. Once you get a solid light, then that's the time that we will know if your router is still connected and online. If it shows a red light, then it means your router is getting no internet connection from your modem. But if it's showing a blue... [silence]

Sometimes it means that your router is connected to internet. So a flashing green light you just have to wait for the router to finish booting up or starting up. [silence] Mhm. [silence] Let's just wait for your router to stabilize. Mhm. What other troubleshooting

Well, the other solution we can do is to check the firmware version of your router, if it's updated. Uh, yeah. Your linksys router, uh, they usually have a firmware. And you can check

On your router's settings, if the router's firmware is outdated, because if maybe there's newer firmware version for your router, then you will have to update your router to improve its performance. But if there's no firmware version, then I think it has something to do with the older technology that your router is using. But all in all, your router still works. It's just that... So, your connection is through wired, not wireless. Your connection is only wired since you are using a desktop computer, not a wireless... So you shouldn't be experiencing any intermittent connection because you are wired directly to your Linksys router if you're using a desktop computer. Usually, intermittent connection, uh usually happens on you, to wireless devices. But maybe it could be your desktop computer also. What's the model of your computer? The operating system, is it, uh, Windows or Mac? Uh-huh. And you've checked your computer if there's any update on the firmware or hardware of your computer.

BUT maybe it's also the reason. Mm hmm. Mm hmm. Mm hmm. what's the color? Solid red, not a blinking red. So, as I've mentioned before,

Yeah, but your lead indicator is showing a solid red light and as I've mentioned before, a solid red light means that the original internet or your linksist router is not getting any internet from your spectrum modem. So you may have to check, to verify that your spectrum modem is really supplying internet to your linksist router. Can you connect your desktop computer directly to your spectrum modem? Because that's... Yeah, but, uh, you know, to verify because you will not know if there's really an internet coming because the internet connection line. [silence]

From your ISP Spectrum may be okay, but the modem, the box itself may be the issue. It's hardware. So, to verify that it's really... Yes, but, um, you have to know, Jin, that the Linksys router is not reliable on your internet. It doesn't supply your internet. It only distributes internet. And the internet really comes from your Spectrum modem box. So if there's no internet coming from the Spectrum modem box, your router will not be able to distribute internet. That's the only function of the router, to distribute your internet to your other devices. But it will not be able to distribute internet if it's not getting anything from the modem itself because that's where the internet, the source of your internet comes from. So to verify that there's really an internet coming from the modem is to [silence]

connect your desktop computer to your modem itself. And if you can access internet using that connection only, then it truly means that there's internet coming from the modem box. But if it's not there, it only means that it's the reason why your Linksys router is showing us so let's read. Now, we can also, since you cannot connect your computer directly to your modem, as you said, it's in the basement, we can do a reset on your Linksys router and try to configure it again. And once we set it up, if it's still showing a solid red, it really means that it's not getting any internet from your modem. But if it turns solid blue, it means your router is connected back and online. So we can do a reconfiguration of your router. Is that all right with you?

Yeah. So, we can do, uh, reset on your router, so that we can set it up. And once we set it up, if it's still showing a solid red, then it really means that it's not getting any internet from your modem. That's the, the only, only other way to verify that there's really internet coming from your modem. Okay. So, let's press and hold the reset button on your Linksys router. No, uh, I mean press and hold the reset button. You have to press. There's a reset button. Uh, [silence] well, you have to, have to keep on pressing it. About seven seconds. Uh, you'll know when it's resetting or not, [silence] because you'll feel a soft click. Like a soft click. So, that's how you know that it's resetting. So, just do that for me. Thank you. Uh, then, we're going to, uh, restart, uh, the system. Uh, let's just finish. Uh, put the steps here so that we can get, you know, run through it. So, let me just copy this. And then, let's put this first option. Uh, goodbye. [silence] Yeah, can you hear me? Uh, ye, I can hear you. Okay, so, uh, it's working now, right? Uh-huh. Oh, thank you. Uh, mm-hmm. What time is it there? Um, let me, let me, uh, let me check. [silence] Mm, it's 12:30. Okay. So, uh, yeah, it's working now, right? Uh-huh. Oh, thank you. Uh, mm-hmm. Uh, while we have the hand here, uh, why don't we book a follow-up act training for a 50% off on our network services. Oh, sure, thank you. Uh, mm-hmm. [ Music ]

we need to reset your router because we're going to reconfigure it again or set it up, so that we can verify if there's really an internet coming. Do you see the reset button which is beside the, yeah, the red dot beside the part of your internet, yeah. Yes. Press and hold. You press and hold. Do not let go, yes. You just have to wait until you see that it's light. Yeah, press and hold. And when you see that the light is off, the light is off on your linkis water, you can let go. Okay, now let's just wait for its light to turn back on.

[silence] I'm I think it's still blinking blue as of the moment. Are you sure? It's solid blue? Yeah. So a blinking blue means it's booting up, so it's starting again. We just have to wait to turn for its light to turn solid purple. Once its light is solid purple, it means your router is ready for setup. Then we're going to set up your router. And once the setup is completed, if it turns blue, it means your router is connected back online. But if it still turns solid red, it means we have reset. we have set up your router completely, but still it's not getting any internet from your modem. So, just tell me if the light turned solid purple, okay? [silence] Okay, that's good. Now since it's solid purple, uh press the reset button again, but this time you're going to press, release press release. Press it five times. So that'll be quick. Okay, so it means it's setting, the setting is in progress. So we'll just have to wait for it to slide, hopefully to turn solid blue. If it turns solid blue, it means it's back connected online.

[silence] So hopefully your router is like turn solid blue so that we can confirm that your spectrum has an internet uh providing supplying to your router. [silence] Yeah. But if your router turn solid red then it really means that there's really no supply of internet from your modem. So maybe it's the hardware of your sports [silence] of your spectrum modem uh box that is the issue. Your spectrum connection line may be okay but the hardware itself of the modem box may be the issue. [silence] So let's hope that your [silence] router turn a solid blue. [silence] By the way what we did a while ago the five breath method it's the quickest way to uh So, just in case you want to set up again your Linksys router. You just have to reset and then press the 5 press method again.

a solid red okay so it only proves that there's really no internet coming from your Spectrum modem so as I mentioned if it turns solid blue your router means it's getting antenna supply from your modem uh it will be connected and online but since it still turns solid red then it means that there is no internet coming from your modem box now the other way to prove or verify that there is really internet from your modem is the one I suggested to connect your computer directly to your spectrum modem because in that way uh you can access your internet because it's directly connected to your spectrum modem but if you cannot access then it only proves that it is not the lynx is water problem because we have done the reset

and fiberglass method, your Linux desktop is following the process as it is when it is setting it up. So there's no problem or wrong with your Linux desktop. It's just that it could not get... Yes. So maybe you can contact your ISP to ask a technician to check, to check their model, the box itself, because maybe it's the box that has an issue and not the line cable. Okay? All right. You're welcome. Thank you for calling link is, plane, and take care. Have a great time. Goodbye. Bye.