V2 Rubric Detail — dcfd5238-7b40-11f1-a…

This is Linksys technical support calling. This call is recorded for quality assurance purposes. Please hold as we connect you to Linksys specialist. Hello, this is Eric from Linksys customer assurance team. May I speak with Michelle? Hello, this is Michelle. [silence] Thank you for answering my call and can you hear me. OK on the line? [silence] OK. So, by the way, uh this call is recorded for quality assurance purposes. OK. So I'm Michelle. I'm here to do follow up regarding the case that was escalated to our level department and may I ask uh if this is the best time for us to discuss and troubleshoot your device concern? OK. uh I'll set your expectations that uh we have actual like hour uh ours on how we process like calls for the US. Okay, and I just took your case I guess I got, like, worried why your case is having the same issue, okay? So, but I'll just need to double check it with you directly, okay? So, based on the record, your issue is about intermittent or losing internet connection with your mesh system. Am I correct? Okay. And does this device work fine before? Like it worked stable before or ever since you already got them, you already experienced the issue? Mhm, I see. So, if I may verify, when did you purchase this device and you started using it? As far as you can remember only.

Oh, okay. Thank you. So, when you bought it two years ago and set it up, we were working fine. Uh, as far as you can remember, since it was working stable. So, was there any changes with your network? Like your change like an internet service provider or were you able to have like power interruptions somehow that might cause the issue? uh, Okay. no changes done. Okay.

Okay. I appreciate the information, okay? Because the one that I'm doing right now is I'm going to narrow down the concern and pinpoint what's really the root cause of your issue, okay? Allow me to gather more information from you, okay? Okay, so, based on the record, your device and what you mentioned to me earlier, if everything is working, it's lit solid white. But if you encountered the disconnection, the LED light will just lit solid red. Am I correct? And as of the moment, your

what is lit solid white? and so it's solid red right now, so technically speaking, you don't have internet right now. [silence] Okay, I got lost. I just need to double check, okay? Um, so you have here two nodes in total, okay? and

please confirm that you have your Xfinity as your modem right from. Comcast. correct? okay thank you and we have the model number of that modem because based on the record you already contacted Comcast and they already provided you with a new modem and new ethernet cables.

aside from the modem, that's been changed by Xfinity. They also provided you with new Ethernet cables. So, just to double check, you have these two MX 6200, and you already performed swapping them. Like, for example, the first node is behaving like, for example, intermittent because if you have two mesh system, okay? One node works as a router and the other node works as a wireless repeater to help it extend the signal, okay? So, part of the troubleshooting is you perform reset and since it's the same issue, you swap because swapping is just like in an idea.

a replacement, and you already done that, correct. Okay. I appreciate the confirmation. So, the original parent node that's ending serial number 04913, and the new parent note is ending 047810, number. 98163. That's the last five digits. Is that the [silence]

And for me to properly understand your concern, since it's intermittent, it's random, like what's the shortest interval and the longest interval of your disconnection like when you you're losing internet? Thank you. Mhm, okay. Appreciate the information. So, uh the shortest interval, like for example everything's working, then within 20 minutes, that's the time that your node will experience losing of internet, it will turn solid red and you lose internet connection. Okay, thank you. And the longest interval, like it works uh but only for about an hour. Am I correct?

Okay, thank you. 30 minutes to an hour or about more than an hour instead, okay? Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. Uh-huh. If I may verify because if you have intermittent internet connection, I will just set your expectations with it, okay? Uh-huh. Uh-huh. Then that at least, before we proceed to any troubleshooting, we're already on the same page of what's causing it and what else I can do to get the root cause of the concern, okay? Uh-huh. Uh-huh. That's the reason why I'm verifying information. Uh-huh. Uh-huh.

But, please confirm based on your topology, so you have mobile phones and you have computers in your network? And this computer that you have, please confirm, is it a desktop computer based on the record? Yes. I see. Thank you. So, it's a- it's a Mac Mini desktop, okay? And is this computer near the tooth? So, this- So, this, uh, this [Silence] for [Silence] then this is- So, first, please provide me. [Silence] [Silence] So, we're describing the type of network. Yes. So, then this is the mobile phone. [Silence] So, for IP for connected and mobile phone [Silence] So, it should be connected into Wi-Fi. Uh-huh. So, the corresponding access point must be connected on the desktop? So, so this is the idea. So, it should be connected to [Silence] Mac Mini, right? Correct. [Silence] And then, it's a

I just want to double check this Mac Mini desktop. So, I believe this is a computer that's equipped with wireless capability and also with wired capability. You can also connect it via Ethernet cable, correct? Thank you. And as of the moment, how is this Mac Mini desktop connected to your network? Is it connected via Wi-Fi or connected via Ethernet cable? [silence] and how close or how far is it connected to your parent node? We're talking about the one that I verified the serial number. Because that's your source, okay. Four feet only, okay. Thank you.

"In the next room...but...together with the parent node or...is the parent node in...another different room?""...So...the parent node is...located in the office and this Mac Mini is in the kitchen. Am I correct?""...Okay, thank you. I appreciate that, okay. So, within the...0.13m from the parent node"? "In the same location, okay?""Okay, so, if I may ask, because the...the average Ethernet cable...the usual is about a meter long,...eh-..."

Alright. Okay. If I may ask, is there, like, a long internet cable that we can use to hardwire your computer to your parent node? Just asking. [silence] Yes, I apologize for the confusion. Uh, I'm asking if, is it uh, is it is there a way or is it a possibility, that we can connect the Mac Mini desktop directly wired to the parent node? Just asking if it's possible.

That's okay. If it's not possible... Oh, it's not possible, then. It's not possible, correct? That's okay. The the reason why I'm asking is, as what I mentioned to you earlier, I'm gathering information for me to properly troubleshoot your device concern since, especially you've mentioned that it is having the same issue. Okay. So, if I'll proceed with the troubleshooting, I'll make sure that I'll be able to check the root cause, and we'll not be doing the same steps again. Okay. So, right now, the Mac mini is not possible to be wired directly to the printer, okay? And, thank you for confirming, okay? Because we don't have

Customized long cable for that, correct? and since the parent node is not working stable, okay, and you already swap, so it may be a possibility, okay, I'll just set your expectations. It may be a possibility of the configuration settings of the parent node, which is our device, or it might be a software issue, or it may be a hardware issue, okay, because it may be a rebooting case, but with your case right now, you haven't experienced that the node is flashing blue on its own. It's just changing from solid red to go back on its own to solid white. Am I correct with that one? Eventually, the node will just recover on its own or you need to intervene, like, physically turn it off and turn it back on or you just leave it there, a bit. Based on that interval, it will go back on its own. Hello, Michelle. Yes, hello. Yeah, I heard you broke up as well. I apologize for that. Yeah. I apologize for the inconvenience, okay? Uh, so actually, uh, it's okay. So don't worry. Don't worry, Michelle, okay? I have resolved uh a few or a couple of cases similar with

You, okay? And uh mind you, others were just topology issue, others were just software or hardware issue on our device. And don't worry, we're the level two department and once we verified it's a hardware issue, then we can proceed in deeming it as defective and we'll proceed with the replacement. Okay? But for your case, I really need your cooperation for this, because this is not just a plain reset and reconfiguration. Because if I'll do that with you, it will be same issue if if if we are not able to get the right cause. Okay? So we need to make sure we need to get that root cause.

I agree. It's not electrical because if it's electrical, then the know should be rebooting like it keeps on turning off and turning on. It's not, okay? And I get your point. That's the reason why I just mentioned to you earlier that I really need your help for us to get the root cause because if I found out that it is hardware issue, then I'll proceed immediately with the replacement because I have the authority to deem the device defective, but I hope you understand that our call is recorded, so I need to make sure that I follow the right protocol, okay? So as what I mentioned to you, Michelle, I have resolved a lot of cases similar with your case, okay? So if I may continue, so aside from either of the two possibilities, it's either could be a hardware or could be a firmware issue. So tell me if possible, can you look at the ion channel measurement on the machine?

On our device, okay, it might be on the software of our Linksys device, or it might be a software in our Linksys device, it might be a configuration, or it might be a topology issue, but it may also be a particular case with the connection to the source. I know that you already replaced your modem, okay? But based on my experience, it also happens on the modem as well, unless if I'll be able to properly check it, okay? So, this is the possibility that we need to do, okay? So, if you have this intermittent connection, I'll be doing like a continuous ping, okay? Using your device. Meaning, we'll be connecting your device to the router and pinging the internet, okay? Because we have two types of connection here, pinging locally, meaning pinging the router directly, okay? And then pinging the internet and we'll thank you. [silence] let us say, uh ping your router for example your router IP is 192.168.1.1 I'll continuously ping it. Okay? But I need to make sure that your computer will not on standby or hibernation mode Okay? Because it will disrupt our ping test. So it will be a constant ping but I'll be asking for help to do that. Then once we have that ping test like progressing, okay? Then we'll open up another like ping test or your terminal pinging outside like let us say pinging google.com. Okay? So both of the the terminals are doing its pinging, then after that particular interval let us say [silence] So at the 20-minute, it's just the shortest or let us say more than one hour, okay, then in that time frame, if you lose internet, okay, but when you check the ping tests the load call is still working, meaning the router did not reboot, okay, it means it's still okay. But if the internet side is the one that's disconnected on that particular period, then the possibility would that one is, it could either be on our internet side on our device, okay, or it could be on your direct modem. It's a possibility, Michelle. And that's the reason why this kind of scenario is not easy as one, two steps only. We need to make sure that we're able to understand first what might be the possibility of this causing this issue, and we'll need to find that, okay? So earlier when I asked you about the modem, the model number because you're not able to provide that, okay? That that's the, one of the reasons why I'm going to understand your topology, understanding your modem as well, okay? So, if it's okay with you, if you can provide to me like the model of your modem, but if I may ask, is it easy for you to get that? Or it entails you to really like, but if it's not easy, but if it's not easy for you because other models are installed, okay? I understand that, okay? So, in the meantime, uh, this is what we need to do instead, okay? I understand that your issue might be related to our device and I already mentioned to you that I'm ready to have it deemed defective. But thank you for your understanding that I cannot just do it directly without performing a test. So I'm going to ask the test, okay? Are you done connecting to the server? [silence]

OK, so right now, uh, I understand that your computer is uh, not possible yet to be connected wired to your, to your main node or parent node, because that's my idea. OK? Because wireless is susceptible to interference, but if I can connect it wired, then I, I understand that we are eliminating the possibility of interference, but connecting directly to the router, we can do the testing. OK? At the same time, if after the testing, if we verify that the local is stable. OK, meaning the router is not rebooting, your computer is not disconnected, but only on the internet side that we check on the ping test that there's disconnection, then we can narrow it down. OK? So it might be on the internet side on our device, or it might be on the source, which is the modem. So part of the troubleshooting, Michelle, I'll just set your expectations. Because we haven't started the troubles e yet. This is proper analysis first. Okay? We may relate your computer closer to the router or closer to your source, which is to your modem. And I believe you mentioned earlier that the modem is on the other house, it's on the front side of your house and you are located right now at the rear end of the house. Am I correct with that once? Okay. If I may check, how many stories your house have? Is it the one-story house, two-story house? Ah, I see. M.

[silence] I see. I appreciate your help. Okay? So, it's a one-story house with a basement. How am I corrected with that one? Okay. Okay. But, you mentioned that you don't have any uh networking device uh uh at the basement, right? Only on the main floor. Okay. Thank you. So, just to verify, from your modem, okay? Modem from Comcast to the Linksys router. How far are they with each other? [silence] uh, yes, Michelle, I believe uh you got disconnected. I apologize. How far uh, just an estimate? Thank you.

uh, just an estimate uh, me, the modem from Comcast and your parent node, the one that I verified the the serial number. uh, like how far are they, are they close with each other? because I know that you mentioned the modem is on the other end. So they're connected with a very long cable, then. Okay. I appreciate the information, okay? So This is a customized cable, uh, who uh crimp this cable? Uh, were you the one crimped this or the ISP or you bought it, uh, from a computer shop? Ah, okay. So This is a 100 uh what's the total? a 100 foot cable? uh from Amazon. You bought it from Amazon.

okay appreciate i'm gathering more information now ok thank you and what's this cable uh is it cat5e at the least because there are category ok cat5e cat6 which is which is the newer ones as far as you can remember only okay no worries okay cat5 is actually the minimum for 1g ok which is your uh required for your amex [REDACTED_PAYMENT_DIGITS] paired node ok thank you that's why d okay and [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]

Cat5E, right? Cat5E. It should be Cat5E, because Cat5 is just only 100 mbps. But I believe yours is Cat5E, right? Thank you. Okay. Cat5E. Then, okay. So, here, if-- just asking. Were you able to test a hard computer, connected directly to that long ethernet cable? Directly connected to it? [silence]

I appreciate that. You know, because actually, that's a very crucial part with this kind of scenario, okay? As what I mentioned to you earlier about the possibility. I'm not saying that it's your modem, okay? I'm not saying that it's your internet cable, but we need proof, okay? Like, for example, if the interval is about 20 minutes at the shortest period, and the average is about more and more than one hour. So, if you connect the computer directly to that link, okay? That's the source. Then, we, of course, we need to observe the computer. So, you will have a sacrifice. A little sacrifice. Why? Because if you disconnect your router, of course, you no longer have internet coming from the linksys device. Okay? So, only directly from your modem. Okay. And so, on that modem, you will have a sacrifice depending on the interval, okay? So, if you have the interval for about

24th the shortest than more than an hour as the average. So, we can double it, okay? as for isolation, okay? Let us say it's a one hour plus, so we can double it at least three hours of a continuous thing, okay? So if by that part like isolation and on that interval and you happen to disconnect, okay? Then it might be a possibility, not on the ethernet, but it might be a possibility on the modem because we also have modems before Michelle, just to set your expectations, okay? So, I know you already had changed the modem. So, that's actually the most important thing that I need to get from you and you already confirmed it with me that you already did it. But my next follow up question only was, how far apart is your computer to be connected directly to the source? How long was it? I mean, I apologize for the confusion. When you connected your computer directly to that long cable, a hundred-foot cable. How long have you Let your computer be connected to it and test the internet? How long? as far as you can remember [silence] uh huh. uh huh. Okay. that's the one that I need to like, uh, ask, uh, help from you, okay, for us to really check. So, but we will do it when your network is not being used most of the time. because I know most of the case that you have internet is for work, okay? And we don't need to do it while you're working, okay? So, because as what we can do to isolate this is Unless if the ratio is one it's the one ratio, like one modem, one device. And based on the record and based on your confirmation since you already swapped it. So it's it's as if like the hardware has already been replaced. Okay? So that's the reason why I'm gearing as well to have all of your device to be replaced if after I've done all the necessary isolation. I hope you understand that Michelle, okay? and once you reposition your computer. Okay? Uh do you know how to perform like uh ping test using your computer your computer? Like continuous ping test? Like we can open your terminal on your computer. Like on terminal, you can open, like you can search for terminal. Oh, I see. You want, uh right now, you have, you, do you have access with your computer right now? Can you? Okay. Okay. Okay. Okay. So, as of this moment, okay? the

The LED light of your parent node is solid red. Okay, that's the one that's not working, but right now, if you try to view wireless networks using your computer, right now, can you see the network name that was set up with your parent node? Like, whatever name you had set up before. Okay, okay. Yes, yes. Because your parent node, at first, it was broadcasting its own default SID, usually underscore VELOP and the last three characters of the MAC address. But if you already customized it, so that's the one that you need to look for, okay? So right now, can you still see that name being broadcasted? [silence]

Okay, but it just doesn't have internet. But you're connected. Okay, okay. Because that's the one that I'm also going to properly like isolate. Okay? Because it doesn't mean that if your parent node loses internet, it loses as well the wireless connectivity. It doesn't always follow that. What I'm trying to isolate is if it is happening to your case. Okay? But as what I verified to you, there's no flashing blue, so there's no rebooting. Because if you turn off the the parent node and turn it back on, it will have a process of rebooting before it really turns on stable. Okay? So, thank you for confirming. [silence] since you're

Okay, connected. Okay? Can we uh go to the Apple sign of your computer? Then let's go to system preferences or then let's go to network. Okay. Then let's go to network. Then on network you have two there. Either ethernet or wi-fi. Let's go to wi-fi since your that's your connection. Mhm. Then on wi-fi you will then be able to see your details there and tell me what's your IP address. Uh no uh you can can scroll down you will then see there the IP uh that's your IP it starts with a 6. [silence]

address. Thank you. So that's 192.168.1.38. Am I correct? Thank you. And what's the router IP? Is it 192.168.1.1? Please confirm. router IP and it's part there as well. Yes, the same thing. Thank you for confirming, okay? So technically speaking, you are connected with the LAN side of your router, okay? So you're connected to your own SSD, okay? So I know that the note is

it lit solid red, so it doesn't have internet. And that's what I was trying to educate you as well, because this is a teamwork process, Michelle. I can't do it to get the resolution without your assistance. Okay? So, the next part here is, we'll open up a browser for me to check the Cisco log right now. Okay? As of the moment. So, what browser are you using? Safari, Firefox, Chrome, what browser are you using? Safari. Okay, so let's launch Safari. Mhm. Then, on the address bar, could we clear everything there and replace it with HTTPS:? Then, colon, then two forward slashes, then the router IP, because we're accessing your router, which is [silence] Unknown Speaker: That's correct. Primary Speaker: 192.168.0.1. So,

https:/192.168.1.1. So that's https://192.168.1.1 then hit enter. Okay. and you already know why you're getting this error like it's not private right? You already know what's the reason behind it? Okay because our because our router thank you because our router is not a website in the first place. Okay? Thank you. Let me know if you're now inside. Thank you. So the first thing there your network status there uh there's like uh connection status. internet is with an X mark, correct?

Okay. Oh so we haven't access it yet. Uh you're you're now like prompted to access your router okay? So whatever password you have created before uh it's either admin or the default wi-fi password. But if you already created your own uh router administrator password, Michelle, please type it there.

We're now inside. I'm on the network status there that you will see, right? And if there's Internet then there should be two check marks green check marks. When as I expected since the let is solid red, okay? So our next part here is could you click on the Troubleshooting tab? Troubleshooting tab. Uh, on the on the left-hand part. Thank you. Okay. Then once you in the Troubleshooting you'll be under status, but under status do you see the report? The report under status?

Do you see it? Thank you. Okay. They chose. No, no worries. No worries. Okay. So, under the troubleshooting, okay, uh, you will see there your FIWA version and the serial number. Okay. So could you verify, uh, you have there the serial number can I verify it with you? What's the serial number that's shown show up there? Okay. Apologize for the confusion. Okay. Uh, that's, the serial number. Okay. But thank you for verifying that. Okay. So, uh, the the FIWA version, I'll read it to you, [sound of music terrorism]

[KEEP_UNCERTAIN] OK And for the firmware version, is it showing there 1.0.14.216708? Is it 1.0.14.216708? [silence] Please confirm. Thank you. OK, so I believe that's the latest firmware for your device, OK? And you have there, below, you will see there Linksys Smart Wi-Fi services status. Does it show there stop? [silence] Connected or connecting? Connected. Thank you. And you like below it, you will see there internet connection type? OK. And does it show there automatic configuration DHCP? DHCP. Thank you.

One line below it, you will see their internet address. [silence] Is it blank or there's numbers? [silence] Blink. Okay. Thank you. [silence] Could we scroll down all the way to the bottom? [silence] You will see their ports. [silence] Okay. [silence] And there should be an X mark there because these printers are connected wired to the source. [silence] Okay? So, is there a label internet? [silence] And is there an X mark on internet port there? [silence] The number one. [silence] Which is connected. [silence] Uh-huh. [silence] Okay. [silence]

I may verify right now, right now, okay, with your note. You, you will see there's a label at the at the rear if you're seeing there. There's two ports, but one port is labeled internet, right? It's maybe on the lower part, because if we connect that long cable to the internet port, then the internet should be the one has an X mark there, not the number one. May I verify? [silence] Okay, uh, let me just double check. Right now, on this page, we have internet, it's blank. No X there, right? Meaning no, no connection. And the number one is

It also blank. Oh, I apologize. I misheard you earlier. I thought that the X marks is on number one. I apologize for that. So nothing is connected. No X mark. Okay. But if okay. But if I may ask you right now, on the physical connection, remember the long internet cable that we had discussed earlier? By the way, what's the color of that long internet cable that you bought from Amazon? What's a color? Color black. Okay. Okay. I just document it here. Okay. Color black holder 100 feet. So if I may ask right now, is there a black [silence] I mean, is the other end of this long 100 ft black cable. Is it connected to the parent node right now? I believe it's not. I see what you're mentioning, right? So it's connected to the internet right now. Okay. Okay, so this is the one that I need to know because if you if this node is connected, then there should be an X mark there. That's actually how it will show you that there's an actual device connected because if there's a device connected to it, it will have an X mark. But if you turn off that device that was connected to that port, it will be left blank as well. Okay? So it might be a possibility that the cable.

Speaker 2 What it might be loose on the other end, or it might be loose on this end. Yeah. It's okay. I apologize for the confusion, Michelle, okay? Uh I'm not saying that it's the modem. I'm here to like verify the physical connection. Okay? I apologize for the [silence]

okay okay okay okay okay no worries no worries okay so uh right now now do we have like um an extra internet cable right now okay because this case right now that we're seeing is i understand that the other end of the black colored 100 foot cable it has only two ends okay one end is connected to your modem but you mentioned that you cannot see the brand and model right it's just showing gateway no brand and model as far as you took a picture and and we can also double check the connection as well okay uh but before you go there on on this end of this uh MX 6200 just uh to your

Make sure to, uh, remove the internet cable and make sure to plug it to the port that's labeled "internet," okay? Because there's one there and there's "internet." We should be connecting to the "internet" port. There's, there's a label there. It's, there's, I believe, the yellow marking on the port. Can you verify it with me on this, um, parent note? [silence] Okay. Thank you. Uh, Can you, remove it because there's a lock on the cable. You can need to press it. Remove it, then, plug it back in and make sure you hear a click for proper locking. Can you do that for me before you go to the other end? Thank you.

You will hear a click. if or the lock to engage. Okay? Okay. Thank you. Okay. Since you've already verified that, then I appreciate your help. You may now go to the other end to double check what's the actual brand and model of your new modem from Comcast. But if you don't see anything, you may just take a picture of it because this is what we need to do as our next step, Michelle. Okay? I understand that it lose connection, but there's a possibility of a cable. because the Ethernet cable has eight wires inside it. Okay, and one missing crimping of that copper wire, it will not make the connection stable. Just to such exp-

predictations. Okay? so let us now go to the other and to verify the modem. You you may take a picture of it, okay? yeah. yes. so but but but you're still connected in there, okay? So while you're walking that cable uh how is it laid out? Uh is it like uh laid on the uh under the flooring or on the ceiling? under. Mm-hmm. Thank you. Mm-hmm. I appreciate that.

Thank you. um no no sorry Michelle. I'm actually appreciating your. help here and and as I'm getting more information to really understand your case. um Yeah. [silence] Thank you.

Okay. So, I just need to double check.

[silence] Uh-huh. [silence]

Uh, serial number is irrelevant with me because we don't have a system to check it. So just label their gateway only. No no no model number, correct? Yeah. Okay. Um, uh Michelle, later on, uh I'll be sending you an email for you to provide that.

picture. Okay. At least I'll be able to check more of that. Okay? But in the meantime, I'll just understand instead the actual modem that you have. Okay? Because we have different kinds of modem. The purpose of a modem is actually a converter of whatever is the raw signal of your ISP because internet service providers have different sources. They are internet service providers that their source is a cable signal or TV signal. Other internet service providers, their raw signal is voice or phone line. Other internet service providers, their source is light or fiber optic. Okay? So, we need to understand. So, on this device, how many ports does this device have? If you can provide it to me right now, I need to understand what is modem is. [silence] Okay. [silence]

So it has you mean to say that the Ethernet that's four LAN ports the same ports that you had with the MX6200 we checked it earlier, same same form, factor, right? Am I correct? It's same. The Ethernet, yes, we need the router okay, when you mentioned before four ports there So that's for same same form with the MX6200 earlier because that's an Ethernet port Okay compared to the two two phone ports, the two phone ports are smaller, correct? Thank you for the clarification Okay So I understand that modems have input Okay because this might be a

like for ethernet as an output and two phone ports for you to connect the phone. How about input. What's the input. Is it coaxial? Same as your TV or fiber optic. It's okay. Okay. No worries. It's okay. I'll now narrow it down of these four Internet ports, I believe one is being used there and I believe that's the black cable coming from this port going to the apparent node. Of these four ports that you see on your gateway. So I believe there's also labels there unless there's none. Are they labeled port 1, port 2, port 3, port 4?

Okay, so where is this black cable connected? Is it in port one, two, three, or four on that gateway. In four. And if I may ask, are there, like, LED indicators on this modem? Of course, other devices have power as their LED indicator to know that it's on, okay? But on this modem, are there LED indicators that you can see, especially in this port? Is there a LED light on this port four? So port four is lit up, right now? [silence] Or a different [silence] And if I may ask

okay if you're going to check all the LEDs there, is there a power light there? LED is there power? No power, what do you see? okay, so there's ethernet, okay, then port 4 is lit up, correct? What's the color? Is it green, blue? Okay, amber, something like a lit amber, correct? Or like a dark orange, okay, thank you. Thank you. And

So, aside from these ports, for are there other leds shown and on there on your modem? I'm talking. Uh, I apologize. Uh, I'm really understanding your topology here. Michelle, uh, please bear with me. Okay. Uh, how I wish I'm there so that I'll be able to check everything, but you're doing great in helping me out. Okay. So, uh, please confirm. This modem, this gateway that you have here, this is a combo device, like providing you with internet, wired and wireless at the same time. Am I correct? [silence] Yes other modems. All right. But Modems. First. They're just a dedicated modem. Only providing one device. Others only providing wired devices only. But yours is all in one, wired and wireless. So since it's wireless so I believe it broadcasts its own ESSIS. Good. Usually if it's like from ISP they have a label like uh Comcast something like that. And it's different SSID from your router, correct? If I may ask, what's the SSID that uh showing up on this combo modem that you have?

Yes, what's the wireless network name that has been set up on this gateway? Uh, I apologize for the inconvenience. Uh, if you have a mobile phone right now that you have, if you try to view wireless networks, you will see, uh, what's the network name that's being broadcasted by this wireless gateway that you have. Uh, Wi-Fi, Wi-Fi name. Yeah, Wi-Fi name only. What's the Wi-Fi name of this? Okay, thank you. So, I believe, uh, with your,

The Linksys there on the other end of your house, it was named different, correct? Or is it the same? I see, thank you. So, I appreciate. That. Wait. Just a few seconds. So, that's DDWRT. That run FP. So, for the links, that Linksys is already updated right? That's for the links is that you've configured, correct? And thank you. So, let's proceed. If, so, since there's looks like looks port four that's lit up. And then if this, definitely on your router it should show X there. But, as of this area here,

Do we have a computer that we can connect directly to this modem because you have other ports there? There's port three, two and one. Okay. Okay. But based on my experience, okay. You know, most modem needs to have a which most modems have LAN port at the least so that you can connect a router to it. Okay. And that's how our links is connected. So with this part, okay. I need to make sure that I'll be getting this info log from your router because based on this information, only port four is lit on this modem. Nothing else, right? No other LEDs, indicators, even at the front. [silence]

uh but the uh lead indicators only pour four that's like light up because that's the one that I'm trying to understand okay fine so no other light like system light or Wi-Fi light okay okay so that's the one that I need to understand so at the front okay so what are the labels of the lights there okay no label okay so I'll just put your front LED there's one like that. there and it's color white. No label. Email. Okay, that's a great. Yeah. Okay. I appreciate. I appreciate your your initiative, Michelle. So Michelle, I understand that like this is not the one that we can just resolve the issue in in step one and two. Okay? So, would it be okay with you if I do follow up with you tomorrow? But I'll send first an email for you to provide like your topology. Okay? No need the scaled, it's just a draw like free hand drawing. Like where's the modem, okay? And where's the the router, you put label there, okay? And where's your other node which is the child node, okay? Then at least I'll then be able to properly check your topology, okay? And then. [silence] Uh, at that point, uh, we can then we'll have a better base of how to resolve the issue. Okay? Uh, that's my idea. Okay? Uh, tomorrow, I'll try to follow up with you, uh, since tomorrow is Friday. Okay? Yeah. I hope it's okay with you. [silence] The same time, you can send the pictures for me to properly search more about your actual device. Okay. Then, if I'll call you tomorrow, what? What will be your best time? Yes, if I'll follow up with you tomorrow. Thank you for that, Michelle. And we'll generate this info log first because that's the simple log is the one that you need to include to send to me for me to properly understand your network. Okay? Thank you for watching. Okay. So, right now, you're back to your computer, right? Since we verified that Ethlnet4 is lit. Oh! That's it. Be extra careful. No worries, no worries. No worries. Take your time. [silence] This

That's connected wire to the long 100 ft black cable. This is the parent node, okay? And the child node is the one that it's actually an extension, okay? So that it's a wireless repeater technically speaking. So, we'll just focus on this node, okay? Since we're back to this computer, could I verify the port port status? Uh, is it still open, the status page? Because there's no exit.