Speaker 1
Hi. I have a I'm in an apartment unit condo thing, and we have a Google fiber web past connection to our unit. I just went through support and they were able to get connectivity after, like, a few days. I power cycled the modems.
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Speaker 2
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00:00
Speaker 1
um and like i can connect my phone to it it's just not getting an internet connectivity uh from the jack and so i didn't know if i needed to do a hard reset or if there were other ways to do it when i tried to log in um like i plugged in the ethernet cable directly to the modem and it gave me an error 2123 i just didn't know if i needed to do a full hard reset and full set up again or if there was something else i could try all right i know that was a lot uh it's not new like we've had this for probably about six or seven months and it's worked fine um the ISP for whatever reason like the connectivity to our unit dropped for like three days um and i just got it back like 30 minutes ago i haven't actually like talked to technical support but i was able to see like i connected my computer directly into the wall jack um and i can get internet connectivity [silence]
01:00
Speaker 2
All right. You mentioned your apartment. Did you have a new modem?
01:00
Speaker 1
that way. But when I plug the modem in, uh, it won't do the Wi-Fi, like it won't do the WAN or the mesh network. Uh, so I try to I plug, uh, the computer directly into the ethernet on the modem and it and try to log into the admin page, like the 19191, 191. And it said it gave me a 2123 error, which tells me there's something probably with the cache or or like, I don't know, the DPCP or something like that. I just don't know how to like reset it without having to set up all of the nodes again and they really would rather not do that. Yeah. Um, here give me one second. I will grab that for you. Uh whenever you're ready. Okay? Uh 38H. You as a unicorn 1 0 or is it might be a O 0 0, I don't know. Uh M.
02:00
Speaker 2
So, can you provide me the serial number of your linksys product? already?
02:00
Speaker 1
3-7-B as in Bravo 260053. 38you Oh no. I'm sorry, I think there's just one thing. Yeah, 6 yeah 26053. And it's in MX for 2000.
03:00
Speaker 2
38 U 10 M 37 B 26 0 53. 26 0 53, so that's the last of five digits. All right.
03:00
Speaker 1
Um, I think there's seven total but I think they only have like four or five compared to that. You have one, two, three, four notes. Wait, wait. One, two, I think we have three nodes connected and then the main one. So four total. I believe so, yes. Yeah, I'll have to double check my full set up. I believe so. Let me triple check that but um I'll go look really quick. Yeah. Number, sorry, it's been a minute since I've looked but I think they're all the same. They all look exactly the same.
04:00
Speaker 2
How many MX4200 you have there, ma'am? So you have one parent node and three child nodes. And they are all MX4200. Model MX4200.
04:00
Speaker 1
Name. Oh, okay, I'm sorry, I didn't check the other nodes. So our parent node has a solid blue light. It looks like another one is a 4200C. Oh, now it's blue. Okay. Okay, it looks like we just have two other nodes. And now that one just turned blue. And then our third, or second or third node is red. But they're so our parent node. And the other one is 4200 and then that's the last one is 4200C. Yes, yes. Just with a different character at the end. Like there's just one with the C.
05:00
Speaker 2
So they're all 4,200. Okay. You mentioned...
05:00
Speaker 1
Yes, yes, two of sorry, go ahead. Oh, OK, I'm sorry, but the parent node keeps switching between, like, a solid light blue and then blinks to a solid dark blue. Oh, hang on. Hang on. Let me do this. Let me do this. My bad. My bad. I had things a little swapped around. Um, give you one second. I'll tell you I'm going to give the parent node a couple minutes. Um, while I go check on the other two. Sorry, they're upstairs. Um, so nodes two and three. Uh, two has a red light that's blinking. And three has a red light that's blinking.
06:00
Speaker 2
You mentioned your parent node is showing a solid blue light. While your tree. Okay. Can you tell me the other notes? What are the lights? Status of the light.
06:00
Speaker 1
And then let me look at the parent node really quick. Sorry, I had it plugged into the wrong thing. Okay, the parent node is solid blue. Two and three are red blinking. Oh, no. Oh gosh. Okay. Yeah. Three just keeps swapping between solid blue and then red blinking. Like they keep changing like every few seconds. I feel like there's just some crazy stuff going on. It looks like it looks like parent note is now blinking again. Uh Google fiber. And well, I don't think we did. So we were gone for a week. We came back on Friday and they were out. Like the internet hasn't been working since Friday. Um and so I don't know if we experienced a power outage in the weekend.
07:00
Speaker 2
Okay. Who's your Internet service provider, ma'am? And did you experience a power outage or an Internet service interruption from Google Fiber?
07:00
Speaker 1
Before, but we contacted their customer service last night and submitted several support tickets and stuff. And so they said they opened at like about an hour and a half ago. So I checked the Internet, you know, about 45 minutes ago and I can connect to it via the wall jack. Like the wall jack is working. So I don't know that it's maybe it is the ISP. I guess I should probably recheck with them to see if anything's going on but I didn't know if it was something with the modem or like what I could do cause or go ahead. okay, yeah, okay so I just kind of found that weird cause I was like, yeah, I was trying to connect if I okay so I'm connected to
08:00
Speaker 2
Yeah, because your burnout... Yeah, because your burnout is showing a solid blue light and a solid blue light means it's connected and online. And if it's changing its color, then it could be the transmission of data from your modem to your burnout node. But
08:00
Speaker 1
Let me try this really quick. Let me triple check because I feel like when I connect my Ethernet to the parent node to my laptop, it's still like it still won't do internet and it won't let me log into the admin page. It's giving me that 2121 error. And maybe I just need to give it some extra time but let me um let me triple check this. Yeah, okay. So currently No, I Yeah, I understand that. Um the the issue is I can't I can connect to it from like the wall jack so from like I think the ISP may have figured out their their issue. The problem is that my modem is not working. It's like even if I connect to it so I'm connected via Ethernet now. Um and I'm just gonna try to go to a webpage and it's just showing that I'm not connected.
09:00
Speaker 2
uh-huh since you can access internet then uh it means you're connected and online uh-huh
09:00
Speaker 2
Yeah. I'd like to uh, clarify, for ma'am, that uh, your nodes or your parent node rely heavily on your modem. So if your modem is not providing any internet supply. [silence] Then, uh, your notes will really not, uh, work or be able to access your internet. And since you're, you even try to, uh, connect to your modem and you cannot access the net then that only means that it's the modem. There could be a problem with your modem. Can you uh, tell me, uh, how's the setup of your network topology? Hello? Ma'am? Hello? [silence] Ma'am. Ma'am, can you hear me? Hello? Hey Lynn. Hello? Katie. Can you still hear me?
10:00
Speaker 1
Hello? Hello, I'm so sorry. Thank you for letting-- I just had to throw you on hold. Um, I'm sorry. I'm trying to do like work from home right now too. So like the internet is pretty important right now. Um, shoot. I mean, there's nothing loading. Okay. Um, okay, maybe I just need to call. Because I don't think it's -- the ISP is working fine. Like, I can connect to -- I can connect to the internet if I'm plugged into the modem. So maybe I just need to -- now it's doing like a light blue, dark blue flash through. So maybe I just need to do a hard reset. Sorry, I have what? Yes, yes. So the building has Google fiber.
15:00
Speaker 2
Hello. Uh... Can I create... create a record for you, ma'am? Uh... Yeah, what... Yeah, I... Yes, what I wanted to know, ma'am is uh how... your network topology is set up. Uh you mentioned uh you have a jack. Uh you mentioned that you have... Jack uh, connected to a wall.
15:00
Speaker 1
We're plugged into the whole building, right? And then they have it wired into our unit's wall and then it comes out of the wall jack. And so you know, you just plug into that and so we have that routed to our modem usually and then it's set up to the to the like, I'm sorry, router. I'm not great with this, but it's the parent node, right? So we just plug it in from the wall jack to the parent node and then we have two additional child nodes connected to that. It's like, so it's a it's a Wi-Fi mesh network. No, it's just directly into the parent node. Correct. Yes. [silence] Uh.
16:00
Speaker 2
Okay. So, your parents, Yes. So from the wall jack, there is a cable running to a modem. Okay. All right. So your parent is directly connected to that wall jack. So what does that mean when you mention to me that your modem. Do you mean to say it's your.
16:00
Speaker 1
Yes, yes, yes. I'm sorry. I confused the terminology, but it's all the same. Yeah, the parent node is working as both the modem and the router, and then it's connected to the child nodes. Well, it keeps changing, right? So 20 seconds ago, the parent node was flashing between light blue and dark blue, and then the child nodes keep doing like the red and then like blinking red or going back to blue. So, I guess maybe this is an ISP issue. Like maybe it was solid for 20, 30 minutes, so I thought it was going to be resolved, but now it looks like it's just cycling back and forth.
17:00
Speaker 2
Your parent node, the router. Yes. Yes. Let me see. All right. Your parent node is showing a solid blue light, but your child nodes are showing solid red or blinking red. Because, because if your parent node turned solid blue, it means it has an internet connection. Yeah. Because. Because. Because. Yes. Yes. Because.
17:00
Speaker 1
Yeah. Yeah. Can you... Yeah Yeah. Yeah Yeah.
18:00
Speaker 2
then it means that it's really disconnected from internet or from your internet provider. But since it's still showing a solid blue light and it's still flashing then it could be the stability of your internet connection from your internet service provider. But we could also do a reset on your parent node. If we do a reset on your parent node, we're going to have to reconfigure them again. It's like setting them up again and you will need to start from the basics. So that's why my best advice is for you to check first on your internet service provider because maybe the connection is still unstable. So that's why your parent node is showing a flashing blue light. Because if there's really a [silence]
18:00
Speaker 1
Okay. Yeah. Yeah, I agree. I called you, and I thought it was going to stay for a little blue, but no, it's doing weird things. Um, would you be able to send me, yeah, I've done, I've done like 15 power cycles. Um, can you send me the full, are you able to send me the full reconfiguration uh instructions to like my email or my phone number? I've got the one I called out of, like a link to it, or something like that, just so I can easily find it? Yeah, um, Oh, go ahead. Yes.
19:00
Speaker 2
Oh, internet from your internet service provider, your parent node also would turn solid red. And since you could confirm that when you connect to your wall jack, you can access internet, then I think it's maybe the line that transmission of data from your internet provider to your parent node. Uh-huh. Or you can do a power cycle. Uh-huh. But if you've tried it and it doesn't work, let me know, okay? Uh-huh. Yeah. May I know your email address? Is it Katherine- Your email, is it katherine.htm@gmall.com. Is that yours? okay. So, your name is Kaitlin and your last name is? H-A-T H, E, for H E T, O for O, S, K for S, A-Y for AY, T for T. Kaitlin Hattan. All right. Now, I'm going to send you a-
19:00
Speaker 1
Okay, awesome, thank you so much. Okay. Okay. Awesome, thank you so much. I appreciate it, yeah. Yeah, thank you. Have a good one. Thanks, bye. [silence]
21:00
Speaker 2
to troubleshoot your steps guideline to your email. All right. So uh... better to better to contact your internet service provider so they could check. But if you want to do a re-configure you have your notes. You can just follow the guidelines that I've been sending to your email. Okay? All right. Your welcome. Thank you for calling links is you're welcome. Thank you for calling links is Katie. Lynn. Take care have a great day.
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