Speaker 1
Thank you. I appreciate it.
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's serial number ready for assistance to press one now. For out-of-warranty products, paid supo- 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. [silence]
00:00
Speaker 1
Okay, so I never had this problem before. So this is my first time ever dealing with this. So my, my, um, system, it, um, for the first time ever, um, I guess it locked me out or whatever. So, I, um, I have the serial number and the the password that's on the sticker. So, um, so I'm trying to get it reconnected so my internet could work.
02:00
Speaker 2
Thank you for calling, Lynch's technical support. My name is Paul. How may I help you today? [silence]
02:00
Speaker 1
you say what? like, uh, this, um, this router unit is not working, um, and it never did this before. so, um, this is the number that they gave me to call for technical support. yes. yes. Adrian Dockett. D-O-C-K-E-T-T.
03:00
Speaker 2
you know when you see like a super minimal what do you mean about knock up the that you that you're referring to what do you mean by knock up do you mean you can't go online can we can connect to the router I okay so yeah for this one we might need to re-configure the router okay so before we can do this let me create a ticket for you okay so we have your first name and your last name what's your last name that's Adrian
03:00
Speaker 1
Yeah. Yeah. no TT. Yeah. No, there's no S in man. Jamier Prince at Gmail.com. No. No. M I R E. No. J J A Z M I R E, TARA, and a model number. Let me get this little guy, number. There's literally a pack on the stink. Model number, model number. Uh, the model number is MX6200? Is that it? Okay, the serial number is 0520-134B08407.
04:00
Speaker 2
Okay, thank you, And how about can you have the model number of your link just router? Okay, Yes, yes, No, it's okay. How about the serial number of this router?
05:00
Speaker 1
yes spectrum Oh let me go downstairs because the colors was red is red solid
06:00
Speaker 2
Okay, that's two zero, five two zero, M three four B zero eight zero four seven. Is, is that correct? Okay. And, and also, sir, I know who's your ISP, your either service provider. Good. Okay, so thank you very much for this information, sir. And okay, uh, I'll also let me check something. Uh okay. So right now, sir, may I know what's the status light on the router? What is the color of the light? on the top, uh at the top? Is it red, solid or flashing? And, and just, by the way, sir, may I know how many routers do you have in total?
06:00
Speaker 1
Three. I would do what? You say for a child mode? I don't, um, I can't understand what you're saying. Mm-hm. Yeah. Okay. I don't. They all are showing red, that's all I know. I don't understand the other, I don't, I don't understand what you're talking about with the other words.
07:00
Speaker 2
okay, three nodes. And how about the child modes? Or what's the color of the status light? Is it, yeah, the status light on the child nodes. Is it, also, red? Child nodes or the, yeah, the child modes. Yeah, child nodes. So you have three routers, right? So one of the nodes is connected directly to the modem, correct? You have one. Okay. So that one, so we call it the parent node. And the satellite nodes are we call it the child nodes. Mmm. Okay.
07:00
Speaker 1
Yeah. Yeah, they red, too. All of them are red. Yeah, that's the one I'm Yeah, that's the one I'm going downstairs to right now. Okay. So I'm downstairs at that router now. That's the one that's hooked up. That's the one that's hooked up to my my cable. I did. All right. We can do that again, but I did this already.
08:00
Speaker 2
yes because you have freeze that other two one is connected to the modem we call it that the parent node or the main node okay okay so yeah what are we going to do first is we have to reconfigure first the parent node or the main router okay so the one that is connected to the modem we will call it the main router okay and the child we call it the child router okay okay can you try the cable to the modem okay so let's try to perform first a power cycle uh huh okay try to unplug first the power adapter from the modem okay let's turn off the modem okay
08:00
Speaker 1
photo. So just turn it off. Cool. And turn it back on. the it was blue than a blue just went off and it still not [silence]
09:00
Speaker 2
Yeah, turn up the modem. Yes, leave it turned off for 10 seconds. Then after 10 seconds, just plug it back in to power it on.
09:00
Speaker 1
[silence] 9X-6200. Is that the right number? Oh, you said the modem. I don't even see it. Oh, it's at the bottom. At the bottom.
10:00
Speaker 2
yeah just give it some time sir because it yeah the modem will take some time to get back online and by the way sir while waiting sir can you have the model number the make and model of your modem I know I mean the modem the one that is connected yeah your main modem yes the modem can you have the model number of your modem yamacan model of your modem uh look for a label that starts with yes in the bottom usually it starts with ES or EN something like that or TE [silence]
10:00
Speaker 1
Oh, it's- I see a number on here that says, uh, you say four digit numbers? Uh, none of these got that, I think this, look- This sure says- This is trouble. Uh, na, oh. what- [silence]
11:00
Speaker 2
[KEEP_UNCERTAIN] [silence]
11:00
Speaker 1
I'm a pn okay so his you one zero C one five three period one zero Yeah. He's got damn not as little he's hit is this the Is this the You say,
12:00
Speaker 2
hello are can I have the PN instead the part number Okay Yeah, that's u10c.153.10, correct Mr. Brown. I mean, we'll check this one. [silence] Is this the EU 2251 sir? Yeah, can you see this thing that says EU 2251 the bottom of the modern?
12:00
Speaker 1
you see EU one um I see a PC 15 whatever that means it has the power and and and it says uh online uh yeah saw the blue well my router is still red
13:00
Speaker 2
yes EU Yeah, be-round. Yeah. yeah I just want to have ad like uh an idea on what type of monitor you are using anyway okay so what are the lights that are lit right now sir on the at the front of the mon and yeah can you tell me the light what's the color is it blue sir solid blue okay okay try to turn off the modem sir right I I restart the modem plug and replug from power yeah let's start
13:00
Speaker 1
You'll need a password to this router, you know, that stuff. Bye. All right, I rebooted it. you know. And I'm waiting for the internet. Ready, when to come on.
14:00
Speaker 2
I don't need to. We don't need that stuff. No no no need. Just reboot the modem so just restart it. [silence]
14:00
Speaker 1
Okay, the internet one came up. So, it's two. It was flashing. The, uh, the modem is flashing for the online. It's not all the way. Okay, so, one of the, the router is still red.
15:00
Speaker 2
Mhm. How's it going so- what's that- what's that- that's like on the router right now. Yeah, at the top. Is it flashing red or- yeah, what color?
15:00
Speaker 1
[silence] Well, you told me to do that the first time I did it. [silence] All right. So, I have a button in there. That's not in the right. So hit the reset button, right? So, hit the reset button, right? [silence] Um. The one that says reset, the red button.
16:00
Speaker 2
uh have you already um restarted the router sir uh reboot just unplug and replug from power yeah the first time is the modem then the second is the router yeah do not reset yet the router do not reset just unplug and replug yeah do not uh which one sir the router has two buttons on the bottom yeah do not press it yet just unplug and replug from power do not hit yet the reset button just power off the router uh do the linksys then turn it back on
16:00
Speaker 1
All right. Plugging it back up. Plug it in the back, turn it back on. This flash is blue for Dail. But I just turned it back on.
17:00
Speaker 2
yeah what's the lights right now [silence] you have flashing what color is the light on the router I mean 645 router okay mm-hmm
17:00
Speaker 1
It's still on blue for now. It's solid blue, but it's saying that the thing I'm trying to connect it to my home service is saying the password is incorrect. And now it's back red. [silence]
18:00
Speaker 2
Is it solid blue, sir? Or flashing blue? [silence]
18:00
Speaker 1
No, it's Tyler Gryff. [silence] I'm waiting for the blue light, but I don't see no blue light. is just uh it was on.
19:00
Speaker 2
Is it red? flashing red? uh-huh, solid, red. OK. So, yeah, let's just try this one. Let's try to reset uh, parent node, OK? So to reset, the main router, sir, is, is, yeah, just press and hold the reset button until you see the blue light. OK? So just press and hold the reset. Wait until the light turns off, then once the light turns off, keep pressing until you see the blue light. Yeah, once you see the blue light, let go of the reset button. Yeah, just keep pressing.
19:00
Speaker 1
[silence] They've got a blue light. [silence] They've got a blue light. Yeah. [silence] Yeah. [silence] Yeah, that was flashing blue.
20:00
Speaker 2
Yeah, keep pressing. Okay, yeah, go once you see the blue light. It's there, but I like the flash. Okay, what sounds right now on the router sir? Is it flashing? Flashing red? Okay, give it some time and wait until it turns solid blue, indicating that the router is on setup mode, [silence] just give it some time
20:00
Speaker 1
[silence] That damn shit they warn his head. [silence] It's not giving me no Bluetooth. I'm praying. [silence] Not, it didn't give me a Bluetooth yet. [silence]
22:00
Speaker 2
wait until you see the blue light. let go of the reset button once you see the blue light. [silence] did it turn off? Which color is the light? Sure, I can hear you. Did you say the light? You turned off? Hold the reset button. Okay, let go the reset button.
22:00
Speaker 1
Yep. Do what? Do you want me to hold the button down? [silence] All right, now it's blue.
25:00
Speaker 2
Yeah, because if it's red, sir, then that indicates that it's not, yeah, properly reset, because if the route is successfully reset, it should turn into solid blue. But this time, sir, use any pointed object that you can use to press the red button. Yeah, try to use a pen or any pointed object to press the...yes. You have to press and hold it for maybe about 30 to 40 seconds. [silence]
25:00
Speaker 1
Yeah, now it's blue. it's blinking. no, it's blinking now blue. the blue light is, the blue light is on but it's blinking that's what I'm trying to tell you. okay, that's, okay we did this before and it's not working, so what's the next step? That's not changing nothing man. what's the next step? what's the next step?
26:00
Speaker 2
Hold down the reset button does it Yeah, when the light turn off when you held down the reset button You mean the light turns Yeah, you mean the light turns off then went to solid blue? We need to waiter until the light turns off It should turn off OK, then it once the light turns off, just keep pressing until you see the blue light because that's our indicators Yes, if it's blinking blue sir Then that means the router is rebooting so I tried to use a pen or any pointty object to press the reset button Because if we will Okay
26:00
Speaker 1
Jeff. So the Wi Fi name, right? That's what you said? Okay, the Wi Fi name is underscore, Dan Drew.
27:00
Speaker 2
OK, try to... OK, try to check at the bottom of the router, sir. Try to check its default Wi-Fi name. What's the default Wi-Fi name on the bottom of the router? Yes, the default Wi-Fi name, the default setup name. It's built setup then there should be I think a three digit number or letters and numbers. Yes.
27:00
Speaker 1
setup to 30 I'm not on a computer I'm on my phone I just told you the why I just told you the Wi Fi name says Wi Fi setup name Oh oh let me look at my home let me look at my TV Oh okay okay okay right let me look on my phone
28:00
Speaker 2
Okay. And can you go to view wireless network or Wi-Fi settings on your computer? Then please check if you can see that Wi-Fi name. Yeah, try to check sir, if you can see that Wi-Fi name. Yeah, if you can see Bell Popup. Yes sir, I'm asking sir if you can see that Wi-Fi name on the Wi-Fi list on your phone. Like one of the available like one. [silence] I would suggest you check it on your laptop or phone, not the TV. We are not yet trying to connect because your router is not working right now.
28:00
Speaker 2
okay, try to select that name, sir, and connect to that name. Oh, by the way, do you have a laptop there, because we'll be using a laptop to reconfigure the router? Yeah, do you have a laptop so that we can use? Yeah, because phone, we might not be having problem setting up the router again. Yeah, the password there is on the bottom of the router below the Wi-Fi name. You have the security
29:00
Speaker 1
V-E2 New 300. So, it's, it's it says connected. My router is still is back red. But it says connected. No, no, um, um, no, you're cuz my router is still red. Man, what is that going to do, man?
30:00
Speaker 2
Yeah, can you check, sir, if you have Internet on your phone? Yeah. Try to check, sir, if you have Internet. Yeah, just. Okay. All right. Oh, you have. Okay. Right. Do you have a laptop, sir, that we can use to set up the router? Yes sir, because we will be accessing the advanced settings of the router. Since we cannot reset the router [silence]
30:00
Speaker 1
I can't use my damn laptops because my laptops need the internet and the shit is not working in the house. Okay, so what do I need to do with, god damn it. What do I need to do with the laptop? The what, the what the. where
31:00
Speaker 2
Router YES sir it's not in setup mode right now then we'll have to use a laptop So we can access its web interface yes sir we don't need internet connection to troubleshoot the router okay we just need the laptop to set up the router yes I aware of that you have no internet access right now. We'll just use the laptop. Okay just connect the laptop to the Bel engineered_setup230 Wifi name. Yeah, connect to the Bel engineered_setup230.
31:00
Speaker 1
I'm not understanding what you're talking about man, I can barely understand you, okay, so you okay, so you want me to log into my internet, that's what you're telling me? [silence] it doesn't have the power [silence]
32:00
Speaker 2
Okay. Yeah, what are we going to do here, sir, is we will have to reconfigure the router, okay? And for us to reconfigure the router, we don't need internet connection yet. We don't need internet connection, just Wi-Fi connection to the router. Just router and the computer for now. We will access the web interface of the router so we can configure it. No, sir, not internet. Just connect the laptop via Wi-Fi to the router for now.
32:00
Speaker 2
What do you mean? [silence] Yes, well, connect your Mac computers to it to wifi. Tovelope set opens up 230 wifi name like same wifi name your phone is connected. [silence] Okay, good. Yeah, go to wifi on your laptop. [silence] Yeah, check if you can see Develope Set Up 230 Wifi name. Once you see that name, select it and connect to that name. [silence] Yes, other network.
33:00
Speaker 1
This is the same one the 230. Okay, then it says password. So do the password again. s B E to W C Z. okay. You're connected.
34:00
Speaker 2
Yes connect to that name sir yes yes please okay it says connected but no internet okay so on your laptop sir please.
34:00
Speaker 1
You say what? Okay, so, so what do I, Okay. Okay, so what do you want me to do with the browser? six, eight. Okay.
35:00
Speaker 2
Yeah. Yeah. browser. Yeah. launch. Right. browser on your laptop. Yeah. one. Yeah. Chrome or yeah, whatever browser you have Chrome or Safari. Okay. Yeah. Please launch it then on the address bar please type this address. Okay. Please type 192.168.8.8. 168.1.1. Okay. Okay. So it's 192.168.1. That [silence] oh 1 then press Enter what can you see on the screen sir yeah is that the blue screen sir does it have a link sys logo does it have a link x logo so it doesn't have a link sys logo just a white screen okay try to type instead of file I do let one six eight that one that one on the browser try to type my router dot info router and
35:00
Speaker 1
Okay. Router.info. Okay. They ain doing nothing. It didn't do nothing. Yo, this is not supposed to be this hard, bro. Just put some shit that cost me $100.Uh. [silence]
37:00
Speaker 2
Yes, my router.info. press Enter. How's it going, sir? What happened? What happened, sir? What's the, what can you see in the screen? Do you have other browser installed in your laptop, sir? maybe uh Chrome? [silence] How's it going, sir? What happened? What happened, sir? What's the, what can you see in the screen? Do you have other browser installed in your laptop, sir? maybe uh Chrome?
37:00
Speaker 1
But like y'all get paid for this shit. This shit should not be taking this hard. Jesus Christ. Oh, I got it. All right. Now, and I was supposed to be typing. Oh, my.
38:00
Speaker 2
I do apologize. Is it Is it OK? Please just write that. OK, I'll... just OK. Place code here, here, here, here, here. Just OK. Is it is it OK? Please just write OK. OK, I'll place place code here for that. Oh, please just for that. OK. But since yeah, if you are not unable to get online, then that's why we are trying to reconfigure the router. Yes, I can I can hear you. reactor.info reactor.info reactor.info reactor
38:00
Speaker 2
router.info. Uh try using sir my router.local Yeah. my router.local [silence]
39:00
Speaker 1
that's the name it's router [silence] we're still on the route is nothing's coming up [silence] this is You said what? Okay, what you want me to do the other one? Do what? What does that mean? What are you talking about? I did that already in the still now work. So you need me to go upstairs and get one of the router from upstairs and then try to do it down here. And if this don worry do a okay. Okay.
40:00
Speaker 2
Got you. Altahobrek other child node. Can we get one off the router? Yeah, child node. Okay, let's try to configure it to our our main node. Yeah, configure it as a main router or main node. Like we're trying to replace the existing parent node with that other one with that order of node. Yes, sir, but we will need to reset the router properly. Let's make sure it turns off, then to blue. Yes, yes, sir. Yes. we should be able to reset the node. If we can reset the node properly, then I think we have a better shot in setting up the router.
41:00
Speaker 1
All right, so hit that button again, right? Because it's blue, uh, hey y'all 'cause it's blue now I guess it's blue because um, I just put in a whole different one. So it's blue already.
44:00
Speaker 2
Yes, sir. So this time, sir, press and hold the reset button for let's do uh one minute. Yeah, I'll do the time, sir. I tell you when to let go. Yeah, then while, yes, uh, I no, sir, I think that routing is just is still in the reboot,
44:00
Speaker 1
All right, so the old pressure button do is this is crazy. Yo, the serial numbers, they all the same.
45:00
Speaker 2
Just give it some time. Let's wait for it to turn flashing red. Yeah, yeah. Not yet, not yet. you start pressing the reset button when the light turns red. Yeah, don't reset while it's blue. By the way, sir, can I have the serial number for that new uh that child node? The other one for that new router? other router? Uh, it's not the same, sir. It should be being different I think it's just the same as the first six and they were ready to meet.
45:00
Speaker 1
Serial number. So this must've been the other one. Shit. Alright. So I gotta start this shit all over. So if the serial number's wrong, then that might be a reason why it didn't work. Wait. Shit. What's wrong, baby? Hold on. I gotta listen to you. I gotta peel it off because it's still little. You know what I'm saying?
47:00
Speaker 2
mm hm ah no sir it's not that doesn't nothing to do with financial number mm hm
47:00
Speaker 1
This is fucking crazy. This is not supposed to be taking this long. So you said the last couple of numbers supposed to be different, right? All right. So. So it's two [silence] right so the last four numbers or something [silence] right so I see 2 0 2 0 J20 N3 for B 0. 7 9 a 6 is that right? Mhm.
48:00
Speaker 2
uh, not just, I think it's the last five digit numbers. That's 20 J 20 N 3 4 8 0 7 9 A 6.
49:00
Speaker 1
Yep. You're still blinking blue. Still blinking blue.
50:00
Speaker 2
Okay, let me double check this one. Yeah, this grid. Okay. So yeah, well, we need to make sure what's the status right now. Yeah, right now in the router. So this is the I think data for the incoming. See the upload speed. Sheet WAN protocol. Okay.
50:00
Speaker 1
[silence] still blowing blue is not going all the way. what I'm starting okay now's red press all the way to the turn blue right and now it's nothing yep okay now it's blue there's blink there's blinking
51:00
Speaker 2
Okay. Yeah. Okay. Yeah, watch it. Yes. Yeah, it's off. You mean the light is off? Okay, keep pressing. Okay, release the reset button. Yeah, you may now release it. Okay. Okay, let go of the reset button. Okay, so let's wait here until the light of that node turns to solid blue.
52:00
Speaker 1
Is it back to Red? Yeah. Yeah. [silence] [silence] [silence] [silence]
54:00
Speaker 2
It's red, solid red. Hmm. Yeah. Try to reboot the router and just unplug and re-plug the power adapter from power.
54:00
Speaker 1
So I need to buy another one of these or something? What's, is blinking. Is blinking blue now it's red. No, it's fully fully red.
56:00
Speaker 2
Uh it's, so we'll check it, sir. We'll try, see if. Yeah, we can fix this. Okay. What's the status light right now, sir, on the router? Yeah. Blinking what color? Is it blue or red? Flashing red.
56:00
Speaker 1
Let me guess. Reset it again. Do what? It is. It's already connected. Yeah, it's connected. It's connected.
57:00
Speaker 2
saw the red. Okay, let's try it to. Now do not also, searcher. Can you connect this new caller directly to the modem? So connect the modem to the internet port of the router. Yeah, connect the modem to the internet port of the router. I mean, on the new parent network, Sir, the one that you just get upstairs. Okay. So, please do this step, Sir, on that new parent network. Please press the reset button, uh, five times. Not too fast, not too slow.
57:00
Speaker 1
[silence] is clear. It's clear. It's blinking clear. [silence] it's blinking. [silence] Blank blue didn't want back to clear.
58:00
Speaker 2
OK. What happened to the license? [silence]
58:00
Speaker 2
[silence] Uh
59:00
Speaker 1
No, the other one is not power D on. These letters a little as hell. I know you knew. Do you understand? Okay, the model number is WH W zero three V two.
60:00
Speaker 2
can you double check the model number of this router? [silence] Yeah, try to check the model number. [silence] Yes, sir, I understand, sir. [silence] Yeah, just took a picture and maybe you can zoom in. [silence] Yes, sir, because for this one, so I'm not sure, yeah, right at this point. I'm not sure what is the [silence] model number of your router. [silence] Because [silence] I see. [silence] Okay. [silence] yeah, because [silence] yeah, when I [silence] yeah, because based on the light, it's not. [silence]
60:00
Speaker 1
You hit that number? Yeah, did you get that number? It's still blue. [silence] You hit it at the blue. [silence] You know, let's see if it's hooked up. [silence] All right. [silence]
61:00
Speaker 2
It's like a different model, like the one you provided earlier, that's why the light won't turn, yeah, just as what I expected. Okay, what's the status light right now, sir, on the parent node? Okay, so, that means, sir, that the router is already set up. Okay. But, may I please, this call on hold, sir, just give me two minutes, two to three minutes. I just have to verify the warranty status of your device. Okay? And I'll be right back. Yeah, let me just check first the warranty status first of your device. Okay? Yeah, I'll just place this call on hold. Just two to three minutes. Just stay on the line. [silence] Hello? Okay, sir. Thank you very much for patiently waiting. And I do apologize for that long hold. Okay, so upon checking our system, it appears that your device is actually outside of its warranty period. So, so, normally, we don't support devices that's already outside of their warranty period. Okay. Yes, sir, but we have Yes, I will.
61:00
Speaker 1
you had me on the phone for almost an hour and a half when you could have just pulled this up, you could have pulled the model number up from the register because none of them is working, what do you, this is not set up because, no, it's not even a blue light, the light, everything just went off, it's nothing, it's not even on anymore, it went off, Oh, fucking boy, this is fucking, so basically, it ain't shit that y'all can do, that's what you telling me. [silence]
66:00
Speaker 2
So we already set up the one of your nodes. Now that your the other node, the parent node has a green light, as green light, then that means it's already working. Oh. Yeah. Watch the status light right now, sir, on the main router. I don't know if it's worth it. I'm sorry, but we didn't do anything to that note. Right now, it's already green earlier. Yes, sir. Yes, sir. It's already outside of the warranty period. So we can make that one work.
66:00
Speaker 1
You can't make this work, because if you could've made it work, you would've made it work an hour ago. That shit not working. It keep going off and it's not connecting, but you talking about some warranty, so it don't even matter. yo, it's not doing nothing, like this shit went all the way off now. here we go, do the same thing over again.
67:00
Speaker 2
okay, you had apparent out at least your internet connection. I don't okay. yes it's already outside of the warranty period. So normally we don't support devices. But since we already reset that one node then we'll it's see if we can make that work. Yeah. Can you try to unplug? Unplug it sure from power or try to plug it to different power outlet.
67:00
Speaker 1
Sure. Okay. So basically I need to just buy another one. That's what you're telling me. [silence]
68:00
Speaker 2
uh, yeah, yeah, if, for the one second, if, uh, if this doesn't work, then yeah, I would suggest that you get a new one instead. how was it that we you plugged in it to the another power outlet did it turn on what's us does light right now is it green or blue okay yeah if it if it's green sir then that means the router is configured if it's red it's
68:00
Speaker 1
Now what? Yeah. It's full red. Say what? Yeah, man. Same shit. Motherfucker. I know I have been, you know what, man.
70:00
Speaker 2
Yeah, just give it some time. Is it still red? Okay, so at this point, sorry, I've mentioned, is that the new node, sorry, the one that we pressed the reset button five times? Okay, yeah. So if that's the case, sir yeah, then that means yeah, the router is not uh detecting the internet coming from your provider. Yes, is it possible for you to like to connect uh computers directly to the modem, check if you have internet access wired to the modem?
70:00