V2 Rubric Detail — d218c7ba-6067-11f1-9…

Welcome to Linksys support. To ensure quality service, your call may be monitored. [silence] for in warranty products, our support team is available to help with performance and hardware issues. [silence] 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 may be available depending on your issue. To hear more about your [silence] 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.

Thank you for calling Nexus. This is May, how I can I help you, okay. Can you have the serial number that's on a sticker underneath your link? Let me just check first,

Okay. That's, uh, 32 Lemo 20 Mike 11 Boy 07868. Okay. Let me just check the warranty of your device here. one second. And you only have your one linksys router, right? No extenders. Um, there's no data here upon checking, uh, based in the serial number you provided. Can you tell me instead, the model number? What's the model number that you can see there?

Okay, MR 9610. and the light indicator in front, what's the colors?

OK, check your, Wi-Fi if you can still see it, the Wi-Fi that you used to have, if it's still available on the Wi-Fi list. You can go to the settings of your phone, go to Wi-Fi. OK. So you can still see the one that you created. You are not connected to it at all.

you can't connect to that Wi-Fi at all, right? Because there are some they can still connect but it shows no internet after. In your case, you cannot connect at all. Is it showing unable to connect? Okay, so you're connected to it but no internet. That's the message below. Am I right? Okay.

[silence] Okay. I think you need to reset already this router. You don't have a computer that can be hardwired. There's none? That's actually perfect. You can bypass the links router instead and have your computer wired directly to the main source, your modem and check if you can search online. If not, you can inform your Internet service provider that you're directly connected to their box but having no internet so that they can send back the signal to your end. You can wired you can totally bypass actually the links router just to connect your computer wired directly to the modem.

Is it spectrum? Your internet service. Is it spectrum? Who's your internet provider? [silence] Okay. Do you think that you've already uh gone through that part? So that only means it's uh it's the lynx's device that needs to be fixed. And just to reiterate your device warranty. You had this router since what year? Can you still remember? Uh, you have a receipt. I will then update here the warranty. If you still have the receipt showing it was purchased less than a year, I can go ahead and further support you with your concern. If there's none, I can send email for free. You just need to follow that instruction given. If you have data on your phone,

You can check it. But if you'll proceed with the paid connect option, then I can go ahead and process that one for you. but that's $[REDACTED_PAYMENT_DIGITS] and it's not refundable if ever your router is deemed defective. $[REDACTED_PAYMENT_DIGITS] yeah, [REDACTED_PAYMENT_DIGITS] That will last for an hour. I mean if right now if ever it's deemed defective right now, uh it's not refundable your payment just in case if the router is already defective up on checking like if it's already defective.

is this your email uh because your linksys router is associated to this email account it's f for Jack and then Flores one zero, one zero, four, four at MSN dot com. okay. and it shows your it was first connected year [REDACTED_PAYMENT_DIGITS] and yeah, indeed the status is offline. what's your first name and last name? uh, Flores, right? Okay. So, I will gonna pause the recording while I gather your credit card info. I mean your credit information to make sure that we don't take any records out from it and I'll resume the recording once the transaction is completed.

And the security code at the back. Okay, one second. Let me check if it will go through here and I'll forward you the copy of the receipt. Okay, it did went through. Uh let me just send you the copy of the receipt. Uh, I'll send it to the email address that you

yes, I mean you have an ART system, this is still active, right, this email. Jayforest1044@msn.com. Okay, since it's successful, I'll go now, continue the recording. Okay, so let's start. Right now, you sent you mentioned you have a computer that you were able to hardwire this time. You have to connect it wired on the Linksys router that they have extra ethernet cable. It should be like that, it should be like this, the connection modem to the router's internet port and from the numbered ports at the back, total of four, the ethernet cable must be connected there to any of those ports, the other end to your to your PC's ethernet port. Go ahead, just finish up those, settings and we'll check the AILP ID. modem router router computer.

Good. Now, kindly open a browser on your computer. [silence]

It's okay. If there's no internet, you can still access the router settings with or without internet. Just use the same IP address. I mean, try to use... On the address bar, 192.168.1.1,

not loading. Is this a Windows computer? Ah, okay, okay. So, uh, and you're, when you input the URL or the link on the address bar, it's not moving. It's not loading. I mean.

Okay, please click the picture of the phone. Click the picture of the phone, expand your Wi-Fi. And your router password for now, Debra, is try to use admin all small letters. A D M I N. Oh no. So the five digit code is underneath your main router. Okay, your router, I mean.

You need to create your own router password, which should have 10 characters or more.

the dashboard great the first white box there is it showing no internet the network status okay now click connectivity that's on the left side connectivity under router settings Can you see that option? connectivity and go to internet settings under internet settings your connection type must be DHCP

and it's there. Type of Internet connection. That's under Internet settings. Connection type. Connection type. OK. Now, on the lower right side, you will see their enabled box. Tick that box for Mac clone. And can you see Clone my PC's Mac option below? Perfect. That option is visible. Now click that one. Clone my PC's Mac. And tell me what are the numbers that appears on each boxes.

Recognize the internet available from the modem. It will, uh, this time, since you already have that one enabled, it should uh go online after being applied. [silence] Is it still loading. Okay. Just click on okay and check the network status box if there are two green check marks. Good. And the router slide indicator should be solid blue now. [silence]

Okay, you can check your wireless device if wireless is working, since we're currently wired. [silence]

Do you want to change your Wi Fi name and password, Debra, or you'll leave it the same? Do you want to update your Wi-Fi name and password or you'll just leave it the same? Okay, so it's not under connectivity tab, it's under Wi-Fi settings tab. [silence] Yeah. [silence] Okay, so it's not under connectivity tab, it's under Wi-Fi setting tab.

WiFi settings NAS, make it the same for each band. Uh, Debra, for your device automatically connect to the best signal it can detect, two point four and five. Same name, same password, uh, say that Wi-Fi name you'll create it under two point four, make it the same with the five gig Hertz, can you see both bands there? 2.4 and 5 gig Hertz.

just one. Ah, okay. The 2.4 is good for a longer Wi-Fi coverage, but when it comes to speed, it's not that fast compared to the 5 gigahertz which can give you a great speed but for a shorter distance only. That's why, if you create the same name and password, you don't have to manually select 2.4 or 5 gigahertz to your Wi-Fi list. It will just automatically connect your device. Yes. Uh-huh.

yes uh anytime actually just remember that page that you access right now 192.168.1.1 and the router IP address you created a while ago anytime you can log in back to that page if you want to change the wi-fi name and password or aside from that one if there's other settings that you wanted to check or wanted to change yes anytime

Say that one more time. Uh. Ealier. Oh. What we did is already enough. That's actually the exact troubleshooting uh. step for no internet given that the modem is fine. um. thing you have a computer that uh. is wi-fi capable. That's why it's easy to have it recover because uh. the connection that you had earlier, modem to router, router to computer. So it's like uh. doing the Mac clone will really um. make your router online. Not unless if there's already a hardware issue with the router. But thankfully there's none. That's why it's online right now. So um. [silence]

much better. But, right now, there should be no problem, Deborah, since it's already enabled on the router side. No need to reset. No need. It's still in good shape. Mm-hmm. It's still correct. Yeah. Because maybe someone will accidentally reset your router. So, in accessing that page, you can, like, configure the router.

You can still call us, though, if ever you have questions like that, we can answer it for you. We're open 9:00 a.m. to 11:00 p.m. So offline, it's safe to have it removed those offline because you can only delete the offline. The router has memory like, I mean, once a device is connected to it, even though it's no longer active, actively using the Wi-Fi, but the router still remembers it. Like it's saving it as part of the devices connected to it. But you can have it deleted.

Yeah, it is. Do you have any other concerns? Okay. And, oh, I forgot to inform you. If ever there's a power outage or the internet provider notify you that there will be maintenance or the modem will stop working for the meantime and when it-- the modem is already fine, and you notice that the Linksys router has a red light, just do the proper boot up sequence first, no need to press any buttons in the router. Just switch off the both router and modem for at least a minute, and then turn on first the modem then the router.

turn on back first the modem, wait for it to totally reboot before you turn on linksys, it will fix the issue right away. We call it the proper boot sequence. Mhm. That if the other device has also WPS feature, you can sync both devices without putting the password manually. That's how it works. [silence] You're uh, likewise. Thank you yourself for trusting me on this matter. You take care then Deborah. Bye for now. Bye bye. [silence] You're welcome Debra. Bye.