Speaker 2
Welcome to Linus' 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.links.us.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue. Wi-Fi. Hi, thank you for calling LinkSys support. To ensure quality service, your call will be monitored for 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, please have your device serial number ready. When prompted, please choose the option that best describes your issue. To troubleshoot internet problems. Performance issues. The router cannot connect to the internet or helps you start the internet or helps you make can't connect. To connect to internet or helps you want to set up or connect more devices. An existing router or modem. Please say the number for the description that best fits your issue. Press one for internet problem. Two to connect devices. Press three for Wi-Fi. options. Our team will be with you shortly. Thank you for your patient. The team will be with you shortly.
00:00
Speaker 1
Yeah, I was just having some trouble with the router. I have had it for a little while, and I decided to move it to a different location, and when I moved my whole network, I could not get the router to detect the internet anymore and I don't know what I'm doing wrong. And so I decided I'd give you guys a call to see if maybe you could give me some pointers or point me in the right direction somehow. Hello? Can you hear me? You hear my response? Uh, okay. I didn't hear you say anything. [silence]
01:00
Speaker 2
This is Gia. Can I help you today? [silence] hi, hello, sir? Uh, yes, yes, sir. Uh-huh. Uh, yes, sir. Can you provide your name, sir?
01:00
Speaker 1
I said I, I had had this router, this Linksys mesh system that I've had for, and I decided to move my network to a different location in my house. And when I hooked it all back up, I cannot get the router to, to detect the internet. I'm I don't know what I'm doing wrong, so I decided to call you guys after a couple hours of frustration to see if you could maybe give some kind of idea of how to make this thing connect to the internet. Did you hear me that time?
02:00
Speaker 2
Mm-mm Mm-hmm Let me just check on this one for you. Okay. If you wanted to set up another, I'm sorry, if you wanted to reconfigure your device here,
02:00
Speaker 1
and the mile number
03:00
Speaker 2
Yeah, it should be with the modem and what you need to do, sir, is just to reset uh reset the router and have it and reconfigure it using your uh computer or an iPad or a a laptop. Oh anyway, sir, may I know who's your internet provider, sir? Spectrum. Okay. So uh you have a spectrum modem and what is the um model number, sir, of your computer? lace? Um Um Yeah It should be with the modem And what you need to do, sir Is just to reset Uh reset the router And have it And reconfigure it Using your Uh computer or an iPad or a A laptop Oh, anyway, sir I may know who's your internet provider, sir? Spectrum. Okay. So Uh, you have a spectrum modem And what is the Um model number, sir, of your computer? lace? Um
03:00
Speaker 1
The model number is WHW03V2. Hello. Okay, I don't hear I don't hear a response when I say stuff to you, so I'm thinking I got disconnected. You don't confirm, you don't deny. Ah, find me. Okay, well, I just didn't hear anything when I was saying something to you. I didn't I thought maybe we got disconnected.
04:00
Speaker 2
Yes. Hello, sir. What's the Model number again, sir? Oh, sorry, sir. There's sorry, sir. There's some delay on the line, sir. Yes, sir. There are some del- delays on the line. Okay. Yes. Yes.
04:00
Speaker 1
you can Whoa, what I did is I moved my network system from one room to another one, and then when I reconnected everything, the router is not detecting the internet. I hooked everything back up the same way. I just don't understand why it's not detecting the internet. So I figured I'm doing something wrong. I did. I just connected everything and moved it to a different room. What am I missing here?
05:00
Speaker 2
It seems that the line is now okay, sir. Anyway, sir, did you mention that you wanted to, like, it seems that you wanted to set up another network or reconfigure your device since you wanted to move it on, disconnect it from the modem, right? Mm-hmm. Mm-hmm. I see. Did you also disconnect the modem, sir? Oh, I see. Because if that's the case, sir, you should not disconnect directly your your modem. You should get assistance first from your from the internet provider because they will you might really lose connection.
05:00
Speaker 1
[KEEP_UNCERTAIN] I was the one who took They just sent me home with the moment the first time I hooked it up myself. They didn't come out and hook it up. I hooked it up myself. Then today I I go ahead. I yes. I don't understand. I've already I've already done that. So I've been working on this for a couple hours before I decide to call you guys.
06:00
Speaker 2
Connection sir from? [silence] No. Yeah, what I mean sir is uh yeah you just move it from uh one room to another room right? Uh, the light sir or the connection sir? [silence] anyway sir, there's one way to confirm that. [silence] Um if you have a computer sure, that you can connect via ethernet or via wired, you can uh connect it directly to your modem and check and confirm sure if your internet is working from the modem. If yes, then um, uh huh. Yeah. Okay, so uh, yeah. I see. Okay. Anyway, for me, I have the I want to know if your line is working from the modem, okay, out from the plug to the modem. Okay, if your line is okay, sir.
06:00
Speaker 1
I just gave it to you. Oh my gosh. 20, I gave you both. 20, J20605907430. That's why I thought you weren't hearing me because you didn't respond when I would give it to you. Yes. Yes. Yes. I have six. Yes.
07:00
Speaker 2
That model there Sorry for that. So this is w h. 03. Sure. That's the model number. So this note sure only has two ports. Right? underneath that. Okay. How many nodes you have sure in total? Sure, six. Okay. So what you use as a parent node before that's the same node that That's the same parent that you have right now. Okay. Did you try the 2.4?
07:00
Speaker 1
I've tried both ports. I've reset the thing. You know, it said hold it, I went online, said hold the button down for 10 seconds, reset it. I've done all that stuff. And I I have no idea what's going on with it. And I I've got the app on my phone. But the app keeps wanting me to go through the setup process. And then but it keeps taking it with it does not detect the internet. And so no matter what I do, I cannot get this thing to detect the internet. So, that's why I was saying, I don't know, I mean, I'm sure there's something I'm doing wrong, but I just don't know what it is.
08:00
Speaker 2
I believe they're on 4Spectrum, right. They provide a box or a modem. Is there any indicated internet and ethernet ports on it?
08:00
Speaker 1
There's one internet port on this modem. And that way I had it set up before. I had the one internet port. I had this this node, uh, going the internet coming from the modem to this node. And, you know, and then I had the rest of them set up as my satellite nodes or child nodes, and um, it worked fine. But today I, like I said, I said I decided to move it. When I moved it and set it back up, it it's not working. And I don't know exactly, like I said, I did I reset it. I've done all this stuff. I looked online before I even called you guys. And after two or three hours to mess with it, I decided to give you a call and see if I could get some help with it. [silence]
09:00
Speaker 2
only got it sir mm-hmm I see I see mm-hmm again anyway sir it shows text message and
09:00
Speaker 1
I don't know when I got it, to be honest with you. [ silence ] Yeah, I did reset it.
10:00
Speaker 2
Okay, yes, correct service. Let me just inform you, sir, that for auto foreign device, we no longer provide free technical support, but I can offer you options for this. We do have a paid service here that is $15 for an hour of troubleshooting. And in that way, I'll be able to walk you through with the step-by-step process and how you can set this one up since you already did the reset on the router. Okay. Okay, yes, sir. Anyway, sir, other option, sir is I can send you the the the guide, the same troubleshooting guide, sir, that we will do over the phone. I will be sending it to your email. And that way, you'll be able to follow the proper or the proper [silence]
10:00
Speaker 1
Okay, that's fine. Well, I prefer you help me, but right now I don't have a credit card with me, so I'll just help you build the email.
11:00
Speaker 2
[silence] Oper reconfiguration of the device. You wanted to, which one would you prefer, sir? Okay, yes, sir. No worries, sir. But before we proceed with that, sir, may I have first your first and last name please?
11:00