Speaker 1
[KEEP_UNCERTAIN] Actually, we're having some issues with our uh, set up here and um my granddaughter she works for home and she's I'm not able [silence] um actually we're having some issues with our love set up here and um my granddaughter she works from home and she's I'm not able [silence] actually, we're having some issues with our [silence]
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. 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. I think you're calling Linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
Two, the W-Fi service is messing up on us.
01:00
Speaker 2
Um, what is exactly happening with the Wi-Fi service? No, I'm like, is it cutting in and out or the Wi-Fi is really not working at all? Okay, how many links is router do you have? Okay, can- uh, can you give me the model number of the big one?
01:00
Speaker 1
Okay, no that's going to be at the back, at the back part of it, right? Is that right? The model number. Where is the model number on this thing? Under the power OK, let's see. Oh, hold on I'm going to turn the light on because I can't see. Yes, all right. So, this.
02:00
Speaker 2
Well, it's okay. Uh, just please take your time. Um, if that is a little tower, that should be underneath it.
02:00
Speaker 1
okay, um, that he. oh, oh, wait, oh, I'm looking at the wrong thing. you said the right, right? Wow, they're not the moment, right? I'm sorry. okay. okay, around. O.K. I see, um, I number okay I see the model number is MX five five hundred. the serial number, let me, yeah, the serial number is 439,
03:00
Speaker 2
Yes, on the router. At the bottom of the router. Or can you see any serial number under the Linksys router? Okay, and can you also give me its serial number?
03:00
Speaker 1
- 1-0-M-25-D-00396.
04:00
Speaker 2
OK. And since you also mention that you have two little towers, ... umh, since the MX-5500 is a big one, can you also tell me the model number and the serial number of those two? However, can you tell me what is the LED light coming for the MX-5500? Yes. The what is the LED light on top of your main linksys router? Yeah. The LED. What color is it? Okay. So it's working. Can we go to the to-
04:00
Speaker 1
Okay. Let me ah my now I got to go down here. Go down to uh to get this one. Let's see, this one is um that one is blue too. Um, oh I got to go there. They look like they're all the same size. They all they're all I don't know. They look like they're the same size all three of them. They might be the I don't know the one in the case the one the one that I have in my uh living room make me digger. Okay, so the number on this one um the um let's see, the model number on this one is MX 5500. It's the same thing as the other one and then the serial serial number on this one is 443 25K 10.
05:00
Speaker 2
Okay. [silence] Oh, okay. [silence] If you have all the same size is it. [silence] Oh, okay.
05:00
Speaker 2
Yeah, they actually share the same model number, but the serial number, of course, and serial number is a special, you know, series of numbers that is all that is only assigned into single router. So, um, how about with this one, m'am? Okay? Uh, let me just go ahead and create a record first on on this conversation and then after that, then we can proceed on what can we do about the um, Internet problem that you're having right now, okay? No, it's okay. They are all the same. Thank you so much, by the way. And, um, by the way, I'm speaking with Ms. Gladys,
06:00
Speaker 1
Yes, this is she. I'm sorry, I didn't even give you my name. I'm sorry. And I'm using a different phone. So I have two different cell numbers. But I had the other information in my other phone. And so I didn't want to have any problem looking it up. So I just used one of the other cell phones. All right. Thank you. Oh, thank you. Oh, Spectrum. [silence]
07:00
Speaker 2
Brian... Okay... Okay. No, it's okay. I'm actually just creating a record right now. I'll just give you one moment, miss Gladys. Okay. Okay. I'll be right there. Activity. By the way, miss Gladis, who is your internet service provider? By the way, miss Gladis, like if... [silence]
07:00
Speaker 1
He's using a desktop? Yes, that is also. Yes, that's the one that's wired to. It's around here in my bedroom. So that one, do I need to give you an information off of that one? It's wired. Wired, yes. it's got a cord, you know, that runs to this one. It's plugged in.
08:00
Speaker 2
Um, since uh there is someone inside your house that is working um, you know, at home. Is he or she using a desktop or a laptop? Okay, and that desktop is connected directly wired. To one of the links as browser. Okay. I don't know. I just really want to make sure or I just really want to confirm like, how is this uh desktop working? Like, is it working wired or wireless? Okay. Okay. And um,
08:00
Speaker 1
Well, at times, you know, I noticed that my, you know, if I'm if I'm not using my phone, my cell phone Wi-Fi service and I'm on the home service, it's doing the same thing as her computer does. Well, maybe once in a while it'll happen, but with hers, um, today she had to, um, she couldn't work because hers kept going out. So, I think she's having more of an issue than what we're having.
09:00
Speaker 2
Is this the only device? Like you know, is it only the desktop that is experiencing the issue? Or are you also experiencing the same issue in a different location, Ms. Gladys? Okay, so even though you're not connected to the Linksys router, you still experience the same issue. Like the, like the internet is cut the late, something, or somehow cutting in and out. that's okay. So, you mentioned that you do have the Linksys app Ms. Gladys, right? Okay. Uh, can you please pull up the app Ms. Gladys? Okay.
09:00
Speaker 1
Okay, let me go back because I I went there to the other screen so I can get your number to call. So I have to go let me let me go back. Let me see if I can go back now though. because when I click on this, only thing I see is contact support, support home and check ticket status. So you don't need any of that. Okay. Yes. Okay. All right. So I clicked on the on that, those three bars and I now see devices, safe browsing, parental control, Wi-Fi settings, guest network, speed check, priority.
11:00
Speaker 2
Can you tap on the three bars at the upper left hand corner? Oh. Okay. Okay. Yes. Yeah, go back to the to the app itself. Cause um as what you've said, I believe you you are on the website. Yeah. Open
11:00
Speaker 1
Notifications. Network administration. Okay. Network administration. Okay. All right. Okay, got it. All right. I just clicked on that. Uh, send. Uh, send. Uh, send network log. Yeah. So you want me to click on it? It says details. Click on that. Oh, no, I see the send network log. Okay, I see it. I got it. Okay. Mhm. Okay. Uh, see that. Uh, see that.
12:00
Speaker 2
that's the one that's the one okay yeah and then uh once you're already there look for uh diagnostic Mm-hmm. And there should be an option that says send network log oh and network log okay yes please Mm-hmm. Yeah just click on send network logs and then uh uh huh and then just uh proceed from there okay and looks good
12:00
Speaker 1
Okay, so it's a send network. Okay, so it's on this page is telling me to click send. So click that as well. Okay. All right. I just clicked on that. And it's spinning right now, but it has a message sending your report, but it's still spinning. [silence] Okay.
13:00
Speaker 2
Let me know once you're done. Yes. Yeah, then click on sent... Okay. okay it's okay. So I'm while waiting for that one, let me just double check everything here. Okay.
13:00
Speaker 1
I'm not moving. I don't know. My granddaughter may have made some adjustments there cuz I didn't put any of that on it. So, um, is that, is that a problem having that? Can we take that off then or? It, um,
15:00
Speaker 2
By the way, miss Gladys, so since the desktop that we're having a problem with is connected wired to one of the child nodes, right?
15:00
Speaker 1
The Real Voice of San Diego. The Real. You need it's. I'm kids. Kids what?
16:00
Speaker 2
Communication between the parent node and the child node where your granddaughter is connected to the desktop. Might have a problem. So, what's the best thing to do in this thing? Uh, Miss Gladys, is uh, how 'bout you run a cable from the parent node directly to the child node that where where your granddaughter is working with? Uh, and then try to observe the connection. Uh, but if you can, um, estimate, uh, Miss Gladys, like, how far is the child node where your granddaughter's desktop is connected to the main one? If you can just estimate, um, [silence]
16:00
Speaker 1
The one that is connected, yeah, this connected to the one here in my bedroom, which is about two doors from my room. And she has an adapter cord, that is 75, I think she said was a 75 feet. But, you know, it's like slack in it. It's slack in the cord, because I mean the room is not that far. But it's Yeah. So the cord is like, I think she said it was 75 feet cord that runs from this router in my bedroom to her desktop. Yes.
17:00
Speaker 2
Um the other router. since you have three of this router, so the desktop. yeah. uh-huh. okay. so. [silence] okay. so there is a cable running from the router from your bedroom to the desktop of your granddaughter but it's there. [silence]
17:00
Speaker 1
Oh, no, but you know, all three of these letters look the exact same size. So I don't know which one is the master. But all three of them look the same. Okay, okay. Oh, okay. So her cord need to be, her cable needs to run from the one.
18:00
Speaker 2
there also a cable that is running from the router from your bedroom directly to the master linksys router or no huh yes so the man okay so the main linksys router miss Gladys is the one that is hooked up directly to the modem so that's the one that yeah so that's uh that's the master or the parent router so the other two routers that are communicating wirelessly to the main one are the two that what we call child nodes so yeah
18:00
Speaker 1
to her, to the desktop.
19:00
Speaker 2
well if we can do that, then it's much better great since this two child nodes is communicating wirelessly to the parents, so there might really be a problem. So it's much more advisable that this desktop should be connected directly to the main one. Just to avoid any problem you know. mm-hm absolutely
19:00
Speaker 1
other two is like a child, one. And yours need to be hooked to this main one in here. So, so take that other cord what you got and run it through here. We just figure out how to put it out in the way of people's feet. but he said that this need to be connected to the main one. It's up here now, appear on the phone. He said that that's, that's probably what's going on. He said interfering because the other node, the other, what did you call it? I was gonna end up calling it node. Do it. And let's try it. [silence]
20:00
Speaker 2
Ah this two child, yeah, yeah, so this two child nodes is, uh, communicating to the main one or to the mainリンクス route, Rauto wirelessly. So it's much more better if these desktop that is experiencing the problem should be connected or must be connected directly to the main one or to the one that is on the living room you mentioned earlier Gladys.
20:00
Speaker 1
and see because he doesn't be much your new or company. Oh, you are? Okay. So you're going to you are going to try that though that so you can get on. She said she's going to try because she's she's working from her cell phone right now to with her company and she's taking a court and she's going to run it to the um yeah let's see. Yeah you want you know what to put it in. Okay. This one right here. and we uh wherever what let's see you know where to plug it in Shane. Yeah, put this good idea to put it behind you it can't be and we'll sit we'll sit from taking take it down for matter of once stuff all over again mess this one up and you know which one is taking it to build up. Which is that the right one?
21:00
Speaker 2
Yeah. Yeah, so run that cable directly to that one, to that parent's note. Okay. Okay. Okay. [silence]
21:00
Speaker 1
Okay. Give it, give it a little time for it to, to, um.
22:00
Speaker 2
Yeah, so if it's already hooked up. just give it some time and then try to observe the connection, okay? Yeah, maybe about a minute or two. And then because it's much more better if we like, you know, reboot or power cycle the desktop itself. Because we just transferred it directly to a you know, to the main internet source of the Linksys routers that you have. But yeah, let's try observing the desktop first, okay? Since the main focus here is the desktop.
22:00
Speaker 1
Mm-hmm. Um, well, this one has its own, um, network. Yeah, it, it has its own network service. But, um, I don't know if it's using because we, we, uh, sometimes we do be using the Wi-Fi service here on our mobiles. So it may be using some Wi-Fi since I'm here, you know. Um, to the, um, to my, um, you mean to, um, to make sure. Okay, hold on. Let me see. Let's see. Okay. Okay. But maybe it's already, uh, running from it. Let's see. Um, it is. It's using, um, its own. It's on the Wi-Fi. Yes. It's connected to the, um,
23:00
Speaker 2
But how about with this one, Ms. Gladys? Uh, the p- the phone that you're currently using right now is connected of, um, also to the l- to the Linksys router, right? Oh, okay. Uh, can we try connecting this phone to your Wi-Fi? The Linksys? [silence]
23:00
Speaker 1
still getting Wi-Fi service on here on this phone okay okay all right let's see that I don't know where they um looking for Chrome okay all right I have um I have Chrome oh the speed test well I got the speed test I did that on the other phone cuz I have the excuse me I have the app on the other one and so um yeah so I can run a speed test on the other one cuz I did it or [silence]
24:00
Speaker 2
Okay, uh Miss Gladys, can we open a browse, please? Yes. Okay, on this, phone. Okay, uh what we are going to do is we are going to run a speed test. Okay? So, if you're already there on the okay, alphabet. Hum? Oh, yeah. That's much on more better.
24:00
Speaker 1
earlier. I ran it when I make sure that it not the phone. I think here case. all right, let's see now. oh, what happened with this in there? you can click there, okay. it says I don't know what happened here, but this is the one here that I open up. oh. okay. oh, it got me stuck on this. this is call us this stuff there. Oh, wait, hold on. I can't get get out of there. then I can run this speed. all right, let me go back. all right, now internet speed go. okay, so I'm running the speed now on it.
25:00
Speaker 2
Great speech. Okay. I know. I'm still here. Okay. And then Miss Gladys, after we run the speed test using the app can we also run a speed test on your granddaughter's desktop? Would it--yes. It's just a real real quick speed test.
25:00
Speaker 1
Now it's asking me to do it again. To, um, to run to try to begin. Okay. Okay. Okay. Okay. That's okay. You say type in foot. Okay, L as. [silence]
27:00
Speaker 2
[silence] [silence]
27:00
Speaker 1
Forget it. F-A-S-O-F-F-A-S-P-E-E-D. Yeah, I'm sorry. Pass, calm.
28:00
Speaker 2
F, a, Past. uh, past dot com. Okay. F F A S B. Fast. Yeah. OK. Correct. Mhm. Okay. So, uh, can you tell me, please, the result? Oh, okay.
28:00
Speaker 1
It keeps jumping, going back It's 30. now it's 29. Okay, it's got 28, 28, what is that, MBPS. No, that's all I see right now. They stopped on it, it's got those bow the bold face, um um um got the bold face, um um um right. I mean, numbers, numbers. Yes. The numbers are okay. Before they were, they weren't highlighted like that. But now it's 28 and it's staying. Your internet speed is 28 MB PS. Is that slow, isn't it? Or
30:00
Speaker 2
pace? O K. exempt amp, you have any other numbers aside from 2.38. [silence] up or down? Are where are you right now? Are you near to the main links as router or are you on [silence]
30:00
Speaker 1
I'm on the main one. I'm standing right here to it. On the same phone? okay. Okay. see, that's gotten it. Okay. Wait a minute. hold on. I've stepped along. But it's here. oh, let me go back. I [ahem] I think I
31:00
Speaker 2
Sure, be one of the child nodes location. [silence] Um, can you try opening like um, [silence] speedtest.net? Yes, on the same phone? [silence]
31:00
Speaker 1
Put that Mark, C E E D. Okay. Yeah, this time. Well, it jumped back up there on me. I had, um. Oh, now I got, Orton, the PNN romper. It blocked it. It blocked it. Um. Maybe this. I'm sorry about that. that. I'll call. Let me. I'm just telling, I'm calling back. Let me call you back. I'm, I'm trying to get the Wi-Fi service, uh, right here. I got somebody on the phone. I'll call you back. I'll call you back. You go talk to her. I'll call you. again.
32:00
Speaker 2
Okay. Yeah. [silence] Oh.
33:00
Speaker 1
Oh. It's doing it. It's doing that now. I, I, it gave me an option to download or continue with the app. So, I continue, I mean, continue with the, um, the, you know, the wild, the wild high service. Yes.
34:00
Speaker 2
I want you to download the app. All you just have to do is like, you know, just directly, uh, browser. Okay. So, uh, yes, we can not, you know, directly conclude that everything was there or was already fixed. Uh, you know, misglad this by running the speed test since the focus here is, you know, regarding, uh, performance of your mobile data if you can run that, uh... test.Run the speed test. So we will know so much better the status of your mobile data connection there with that particular network. [silence]
34:00
Speaker 1
[silence] I'm sorry. I am so sorry about that. Let me let me get this person off the phone please. Thank you. Hello? Um, okay. Um, no, checking my Wi-Fi service. Trying to get that that, uh, connection on there. Trying to get my Wi-Fi service back online. It's telling me it's up, white now. So, how are you guys on your way? Yes, yes. Are you guys on the way now?
35:00
Speaker 2
With regard in with the connection of your granddaughter's desktop. So now that it is already connected directly to domain all No. Yeah. Sure.
35:00
Speaker 1
[KEEP_UNCERTAIN] a. So, I don't know. I Can I can I tell you what? Yeah, let me can I call you back? Yeah, I'll call you back. I call you back. OK. Thank you. I'm sorry about that. Um, his thing, it says, um, it stopped going, but 1.35 point main one. So, I don't know. Uh, it says download, download. That's again and it's got down the upload. Let's see. I'm looking for the upload. I see the B10 [silence]
36:00
Speaker 2
oh, is it for the download or for the upload? OK, and for your upload. How much is the upload?
36:00
Speaker 1
[silence] Oh, okay.
38:00
Speaker 2
since the desktop earlier was experiencing some issues. So there's what I want you to do Ms. Gladys once your granddaughter is available or done with her work. Um can you tell her to run a speed test and then observe uh the internet connection since right now it is already connected directly to the main links router or the one that is hook up directly to the modem. Okay. Um let her observe. Yeah. So let her observe the connection and if you happen to encounter the same issue um call us back and then um if possible, uh we need to use the computer or the desktop of your daughter for this one. If that desktop doesn't have any.
38:00
Speaker 1
Okay. You want to check your speed and get your speed. Good now. And you'll compare you can't do you ready to get on for work. Yeah, she says she's still not able to use her computer. Um so with the with this uh with the Wi-Fi service. M
39:00
Speaker 2
active VPN, we can use it, but if you have a spare iPad or a laptop that we can use, we can definitely use it as well. Okay? Yeah, you can just call us back if you experience the same issue, okay? it's okay, but yeah, let her observe the computer of K especially the connection. So, um, if she encountered the same issue, um, they call us back so that we can run more, uh, troubleshooting because
39:00
Speaker 1
Okay. All right. All right. Thank you. I know. Okay. Let me get a pen. I'm gonna go to the bank from the pen. Let's see if I can find a pen.
40:00
Speaker 2
for the meantime what we did as we really need to oh excuse me observe the connection but since your daughter is kind of in a hurry with her work uh yeah let her observe first the connection and if there's some problem call us back right away and thank you so much and also Ms. Gladys um when you call us back just give this um ticket number so this is the reference of our conversation that is 133 okay
40:00
Speaker 1
All right. All right, thank you so much. Thank you for your help. Thank you. You too. Thanks, bye-bye. [silence] [silence]
41:00
Speaker 2
Okay, so the ticket number is 133-959. Yeah. So, yeah, that's the ticket number. So, when you need to call us back, just give that ticket number, and then the next technician can easily pull up the record of our conversation. So, everything is fully documented and what we have done earlier. Okay? It's Miss Gladys. Have a good one. Bye-bye for now.
41:00