Speaker 2
Welcome to Linksys Support. To ensure quality service, 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
[silence] Neither. And you're not getting it back tomorrow. [silence] [music] [music] R.J., R.J., I'm telling you now. Stop. Stop. Mia, everybody go to their fucking room and sit on their bed. Mia, do you hear me? Shut Echo off. And go to settings. Network. Oh god, Jesus, fucking Christ. Yes, hi. How are you? I am having, um, problems. Can you hear me? I am I am having problems with my Wink system. Um, I have tried everything. For some reason, it is not picking up the modem. Um, I have done the reset button on the bottom. I'm now in my third reset of unplugging the modem for five minutes, waiting till it's fully lit up and then plugging it into the back of, um, the Vlopt. But for some reason, I just can't get it to read it. [silence]
08:00
Speaker 2
Thank you for calling BXCIS this is Epi. How can I help you? [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay, so you've lost connection of your [silence]
27:00
Speaker 1
Yes. The model number is W-H-W03-V-2-0J20M3-A-A-0-6-9-9-1 is Robert, R-O-B-E-R-T Vaughn, V-A-U-G-H-A-N. [silence]
28:00
Speaker 2
Okay, can I have the model number and the serial number of your Linksys device, please? [silence] All right. And the serial number, sir? Okay. And let me create a record. Can I have your name? [silence]
28:00
Speaker 1
it is r V one one seven three. This modem, you mean, or which one-i mean, which do I suppose. I've had it for a while. Um it's I mean, it was working fine this morning and all this afternoon. Right.
29:00
Speaker 2
okay and your email address uh robert who is your Internet provider okay so let me verify your email again that's r like robert v like victors 17773 at aol.com correct okay how long have you been using this device the link
29:00
Speaker 1
I have three nodes, one mother, two child. Well, that's it, right? The mother's not working, the children aren't going to work. [silence]
30:00
Speaker 2
Three nodes. Okay even the mother it's not working as well. Yes okay. All right. So sir upon checking here in our system the serial number shows that your device is already out of warranty okay so that just means it's no longer covered for free technical support sir Robert. But we can give you two options for that. All right. It's either you go for our website. That would be support.linksys.com you will find there list of articles and how to reconfigure that because it seems that this parent node the mother node is not communicating
30:00
Speaker 1
Okay, let me ask you, do these go bad these links just no, do they go bad? [silence] No, I'm not saying lose its connection. Does it go bad? Like could this device do no yeah. [silence] Okay because I gotta thinks I've been to your website. I've used your AI function. I have been working on this.
31:00
Speaker 2
like uh. Sorry, my Pakastan provider went down. Can you say your country code, please? Yeah. Yeah. Let's do it, ryan. RYAM modems for upload, download, static IP address. Yes. Wi-Fi or wired connection. Wired. Math. The modem fits underneath the PC. Yes. I would need my laptop then. Come on.
31:00
Speaker 1
For a few hours now. I have done everything both your AI bot and all your articles have told me and yet it's still not working. So I got to think this node is bad. Okay. I mean, listen. It's $15 is going to get this work and
32:00
Speaker 2
Okay. Yeah, right now, sir, we really cannot tell because we haven't checked the hardware itself. Okay. Well, if if ever the the device goes bad, if it's really a hardware issue, Sir, we can no longer have that replaced. You can either get a new one for that. And the second option that we can offer, Sir Robert, aside from the the website is our Pay Connect service, and that will cost you $15, lasting for 60 minutes of troubleshooting. And the service again is non-refundable. Yes, one five. So.
32:00
Speaker 1
But now is and that's fine. But that, you could be able to tell me whether or not this node is hardware is bad. Okay. That's fine. I'll pay the $15. I've checked my modem connection. I've called the uh connecting. They've sent a test. I've hooked a laptop to it. I
33:00
Speaker 1
Can't get total connection with that, it's solid red. I've tried several times. I've tried the reset button on the bottom. I've tried the power down where I unplug it, wait two full minutes, then I've unplugged the modem, waited five full minutes, waited till it fully booted up and then plugged in the modem. And I've done that three times because I know the modem is working correctly. It's something to do with your Linksys system.
34:00
Speaker 2
And right now, can you verify what is the LED indicator on top of the parent node? Can you please check? It's solid red. Okay, so did you try pressing the reset button at the bottom? Mm-hmm. Okay, alright. Okay, sir, so
34:00
Speaker 1
[silence] Okay. A MasterCard. Robert Vaughn.
35:00
Speaker 2
Okay, so for your security, let me just pause the recording, or stop the recording, so let me just do that now. So please get ready of your credit card information, okay? All right. So what type of credit card are we going to use for this transaction? Mastercard, and what is the name that appears on the card? [silence]
35:00
Speaker 1
5524 7540 1195, sorry 1197 5925 0630 249
36:00
Speaker 2
And what's the card number? I'm sorry. And what is the expiration? Security code. Okay, let me just process this transaction, sir. So, again, uh this is good for $[REDACTED_PAYMENT_DIGITS], right? It's just a one-time fee and the service is non-refundable. So if ever the device is deemed to be defective, we can no longer have that replaced. Let me just
36:00
Speaker 1
can hear you fine [silence] it is [silence] well [silence] hold on the port above the reset button Yes
37:00
Speaker 2
Okay, a copy of the receipt will be sent to your email, sir. Okay. All right, so I just sent you the copy of the receipt. So, now I'm going to uh resume the recording. Okay? So, we can start with our troubleshooting. All right, can you hear me okay? Okay. All right, sir. So let me verify your connection. So, the modem, the one from TCL, is it connected to your parent node to the first port? So, it's the first -- I mean it's the port above the reset button, right? [silence] Yes. Yes.
37:00
Speaker 1
Ma'am. Ma'am, I don't mind going through this at least one time, but I didn't spend $15. I have gone through all this on your website with your AI bot and everything. So the goal now would be to get it resolved. That's what I spent the money for, but I have done all this based on your AI bot and your website.
38:00
Speaker 2
Okay. All right, so now can we, we'll just do a reset one more time on the parent node, but right now we'll do it a longer time. So press and hold it for 25 seconds. So just make sure once you press the reset, the the LED indicator on top should blink. Okay, it should turn off and yes, Sir. Yes, I understand. [silence] Yes, Sir. I understand that you've, you've done this, but we need to do the prompt. [silence]
38:00
Speaker 1
I'm not going through the process again I'm telling you whatever process we need to jump to right is if you're going to ask me to plug the computer in I'm going to tell you I've already done that if you're going to ask me like I said is yeah uh your website says 20 seconds you're telling me 25 I just let it it go now so I just did it again yes ma'am and I waited 25 seconds yes it blinked on top it then it blinked on top
39:00
Speaker 2
Okay, so we'll do it our way again.
39:00
Speaker 1
Blink three times then went to red and then they went off and now when I took my phone it's flickering the blue all the other nodes there across the house by the way this turned red now why do we need the child nodes right now? okay alright give me two seconds to find them you
40:00
Speaker 2
OK, OK. So we'll just wait for that. How about the other nodes, sir? Um, where is it right now? Can we move it closer to the parent node? Yes, can we gather them all together? Yes, that's our. because we need to populate them all together, since we've reset your parent now to factory default, so we'll just have to configure them all. So we need to gather them all. And OK, sure. So we need to move it closer to the parent node, Sir Robert, at least 5 to 6 ft away.
40:00
Speaker 2
Yes, sir. That's correct. Uh, u you have it hardwired? Okay. Uh, just just unplug it from the internet and just make sure it's turned on. Okay. Just the... Yes.
41:00
Speaker 1
Okay, I have the three children nose and I'm plugging them in as we speak. Yes. Yes. Yes.
45:00
Speaker 2
OK. So you mean to say so you have three child nodes and one parent nodes, so four all in all. OK. All right.
45:00
Speaker 1
I'd have to go down and get my laptop, but why are you asking? Hold on. Okay. I would have to unplug because I don't have anything in the house. I'd have to unplug it from the modem. I'd have to unplug the Ethernet from the modem then. Hold on. No, I don't have it connected to the modem currently, but if I un- plug it to get out on the Internet to do what you're asking. I would need to, okay. All right, let me go to the computer.
46:00
Speaker 2
Do you have any computer available, sir Robert? Yeah, the reason why we need a computer here is for us to be able to configure the parent node properly. We need to access the router settings using a browser, so we need to use a laptop for the meantime from the modem. Okay, so you have your computer connected to the modem? Currently connected?
46:00
Speaker 1
Now do you want me to plug it to the Ethernet or would you rather me use my phone as a hotspot? Cause what I could do is go modem to parent node, parent node to my computer. Is that what you want to do?
48:00
Speaker 2
Can we possibly connect that laptop to your parent node? Do you have another ethernet cable? Yes, hard wire it.
48:00
Speaker 1
Hold on one second. Well we can't wireless because I got none, but I just plugged it in. [silence] I have it. [silence] The about the uh reset button, the red reset button. I then have the another wire on the second port going into my computer. Yes. Yes. Yep. Yep.
49:00
Speaker 2
But if you don't have any other ethernet cable, sir, that's fine. We can wirelessly configure this. Okay. So again, you have the modem from Techus, you have it connected to the first port, which is right above the reset button. Okay. All right, thank you. Now, can we go to your computer? Is your computer running with Windows? Or that is? Okay. All right, can we click on search? Do you see the search option beside the windows logo? Okay. Click on search and go to
49:00
Speaker 1
Okay. All right, give me a favor real quick. Okay. Okay, NCPA.cpl. Open? All right, go get my glasses. Okay, what would you like me to do now? Yep. I got it. Yep. Ethanette.
50:00
Speaker 2
A. .E. L. C. L. .N-P. hit enter or just like open. OK, So you got a screen the network connections, right? and do you see there ethernet or local area connection? OK, right click ethernet and go to status.
50:00
Speaker 1
Okay. Hold on a second. Hey, hold on. He's getting my glasses for me. It's telling me no, no internet access. Hold on one second. Property value, okay, what do you need? Okay, 192.168.1.220.
51:00
Speaker 2
What is the IP4 connectivity? No internet access. Can we click on details? IP4 IP address.
51:00
Speaker 1
I only see an IPv6 default gateway. Oh, no, I'm sorry. There it is. IPv4 192.168.1.1. Okay. Browser open. HTTP colon slash slash. Okay.
52:00
Speaker 2
1 68.1.220. What about the default gateway? [silence] Okay. Alright. Let's open um a browser, sir. Okay. On the address bar type an HTTP://://myrouter.local.
52:00
Speaker 1
Why am I getting a warning in trying to access my browser? Safari? Okay. Yep. I'm on the sign in, access access Vlab. Does it usually take this long curcling? Yeah, here. we go. we got we got everything. O.K. yet small Wi-Fi tools.
53:00
Speaker 2
human for the password, A.D.M.I.N., all lower case. [silence] Is it still accessing? After you type an A.M.N. [silence] Okay, so you have the link to Smart WiFi [silence] Tools. [silence] Okay, can we click on C.assr down at the bottom right? [silence]
54:00
Speaker 1
Yeah, which one do you want? Uhm. Uhm. No. I see. Uhm. And user agreement. Uhm. Uhm. Privacy statement. Uhm. Third party license. Uhm. Look privacy policy. Uhm. Uh, router settings. Uhm. I went to troubleshooting. Uhm. It said troubleshooter routing settings. Uhm. It showed me a bar. It said static, diagnostic, logs, schedule request.
55:00
Speaker 2
Blue text details bottom, right, yep, click on CA, d you see CA option decide privacy policy, okay, so you don't have CA there. All right, that's fine. Can we go to troubleshooting please? It's below the connectivity. Yes, go to troubleshooting and then click on report. Okay.
55:00
Speaker 2
Look for report, it's a sub-option beside devices there's reporting. Okay. Yeah. Yeah, you need to go to troubleshooting first, troubleshooting. Yeah. Yeah. Okay. Below status, below status, do you see devices and then report?
56:00
Speaker 1
Oh, yes. Okay. Yes. There you go. Yep. I'm on it. Two point one, point two zero, point two one- six, 892. Okay. Okay. Am all we're done? Yup. Yup. Yeah, uh, is it internet? Under. there's a, there's one under one. [silence]
57:00
Speaker 2
Okay. Click on report. All right. Click on report and tell me what is the firmware version. Okay. All right. And please scroll down, sir. Down at the very bottom. Try to scroll down and do you see there, ports? Ports. Look for ports. And then under internet, do you see any X mark? Either the 10/100 or 1GBPS. [silence] Transcribe this audio from the right channel. Do you see any 1GBPS. [Silence] Transcribe this audio from the right channel. [Silence]
57:00
Speaker 1
uh, uh, GBBP, confirmed. Okay? Yeah. Yep, automatic configuration DHC no, there is not, there ain't not there's nothing. It's just blank.
58:00
Speaker 2
So there's an X under 1 gigabit PS right. Okay. All right, please scroll up. And then look for internet connection IPv4. Internet connection IPv4. Now, what is the what is the connection type there. What about the internet address. Is there an internet address, is it zeros or it's blank. It's blank. Okay. All right, can we go to diagnostics beside status.
58:00
Speaker 1
Okay. Yep. Diagnose I.T. or host name number to ping, start to ping trace route, restart my S-Net Wi-Fi. Oh, release and renew. Yes, yes, yes, I got it.
59:00
Speaker 2
All right, can you kindly look for Internet address IPv 4? Can I do see there release and renew? Yes, it's under IPv 4, okay, not the IPv 6. So click on release and renew.
59:00
Speaker 1
It's just saying waiting. There's just a little uh circle thing that says waiting. It'll circle Lynn. Still waiting. Stop solid red. Does it usually take this long?
60:00
Speaker 2
Is it still waiting? And can you check the light on the parent node? Is it still red? [silence] Okay. [silence] It shouldn't take that long. Okay. [silence] Can we try to refresh the page, please?
61:00
Speaker 1
yep all right it's pulling up that waiting thing again from the troubleshooting it did it now again back to the one where I'm going to hit release release and renew under IPv4 your router is applying changes it and hitting it again oh you don't want to do release and renew okay
62:00
Speaker 2
just uh refresh my router.local. did it go back to the same screen. okay just press okay from that screen. no no need to. Okay we'll just we'll we'll have to perform fixed press on the on the parent node sir. so to do the five press uh just press the reset button five times.
62:00
Speaker 1
[silence] Just did? It's yellow. It's blinking yellow. Uh, you are uh it's blinking yellow, but my computer just said router not found, you're not connected to the router. And this is still blinking yellow.
63:00
Speaker 2
and hold it just press it once but do it five time okay so it's like press release press release press release do it five time Okay We'll just wait for the uh We'll just wait for it to turn solid okay [silence]
63:00
Speaker 1
Okay, it just turned blue. Now it's yellow. That's the first time it turned blue, I think.
64:00
Speaker 2
and how is it right now?
64:00
Speaker 1
[silence] Yes, sir. Yep. Yes. Hold on. I did [will] I had to hit refresh because I was [still circling] in that waiting and now it is not going on. [silence] The site can't be reached. I'm saying, [silence]
65:00
Speaker 2
solid red, okay? Can we go back to your computer? Do you still have the uh Linksys Smart Wi-Fi tools open? Okay, can we click on connectivity? Can we click on connectivity? [silence]
65:00
Speaker 1
Did you have me, man? No, man. Yes, man. one second. Setting windows down. Setting windows down. I am now opening a new window. And it was H T T P, stop, whatever my router local. Yep.
66:00
Speaker 2
Okay. If I can move this to the side for a sec. Because I can see the router, kind of. But I can't see a set, I can't see the top one. If we have a Linux server there, can you reboot it, please? [like] [Let's see now] [silence] Okay. [silence] Just rest it. Yeah, I think I managed. Okay. Just let me know when you're ready, please. Ah, I can't see it. What, let's see. Ah, I can still see it. No problem. That's so close. Okay. Oh, it says site can't be reached. Okay. Can we close all the windows open sir and try again? [silence]
66:00
Speaker 1
Not moving now. Can you get it? Uh, Chrome. Yep. Okay. [silence] I can't find it. Uh, hold on.
67:00
Speaker 2
Right. Are you using a Chrome right now as your browser or you're using Microsoft Edge? Can we click on the three dots? Do you see that three dots on top? At the top right? Okay. Click on it and look for New Incognito window.
67:00
Speaker 1
same thing HTTP by local doesn't look like I can get back on to it okay hold on one second let's do this HTTP uh slash slash 192
68:00
Speaker 2
Yes. [silence] http://myrouter.local. [silence] Then press enter. [silence] Or how about this? [silence] Can we type in http://192.168.1.1?
68:00
Speaker 1
Go ahead. I did. Just circling [silence] . [silence] circling on both of them. [silence] yes.
69:00
Speaker 2
Yep, 192.168.1.1. Then press enter. [silence] Yup, still circling.
69:00
Speaker 1
Mm-hmm. Yep. At the bottom, yep. Oh, wait, wait, wait, wait. I got, All right. I'm into your link sis again. Hold on one second. I got them on both. All of a sudden, they hit on both the thing. Okay, hold on one second. Let's go down. Let me hit uh continue. Advanced. Proceed to my router local. All right. You want to go to connectivity. Hold on one second. I got to put admin here. Sign in.
70:00
Speaker 2
okay all right how about this um let me just check the IP address if the computer is still getting the correct IP address or so kind click on the search option on top. I mean at the bottom sorry next to the windows logo yes
70:00
Speaker 1
You want me to go to connectivity? Give me a second. Okay, I'm in connectivity. It's circling. Uh, okay. I'm in connectivity. What do you got for me? Yep. Yep. Yep. Okay. Do you want me to hit the clone my PC's Mac now? Okay. Build
71:00
Speaker 2
Okay. Um, under connectivity, sir, can we go to internet settings? Let's just try this one. Go to internet settings. And then do you see their mac address flow? Click enable. Yes, click on that button please. Um, [silence] alright. [silence] Let's hit it. Uh-huh. Okay. What is the Mac address there by the, way? Can you tell me the numbers and letters under Mac address?
71:00
Speaker 1
6 1 3 s B. [silence] Okay. [silence] Troubleshooting. Okay. By the way, now everything's filled in on that page. Okay. On report, what do you need? [silence] No. [silence] I have a noise that comes in at about three [silence] three feet. Mhm. And then it gets worse as you get closer.
73:00
Speaker 2
F8 okay. It's still blank, under internet connection IPv4. it's still blank. Okay. All right, sir, let's turn off your modem and the Linksys parent node, please. After all this configuration, we'll, yeah, unplug them both off. Yes, unplug the modem and yeah, and the parent node. Just one minute. I'll let you know when to plug it back in. What's the brand of your modem? I'm sorry, it's [silence]
73:00
Speaker 1
Davy Zebra. Sam. Yes.
75:00
Speaker 2
Oh, D is Z. Okay. [silence] Okay. So can we turn on your DZS modem first? wait for the lights to stabilize before you turn on the uh parent node? So make sure you have all the lights lit up there, especially the online light. Thank you, sir. Okay, so we'll just wait for the uh, lead indicator on top to turn solid, sir.
75:00
Speaker 1
The one on top of the mother node looks, it's not blinking anymore. It's like a greenish blue. But on my. It's solid But when I. And my router local on my computer, it is saying no. Nevermind it's red. It's back to red. Winking like
79:00
Speaker 2
Is it solid now? Mm. Is it blinking or solid? Okay. We need to wait for it to turn solid, sir. [silence]
80:00
Speaker 1
thinking Ton Ton Ton still blinking red went slow down the blinking but it's still red okay take your time
81:00
Speaker 2
Still blinking. Well, waiting for that, sir. Let me put you on hold for just about two to three minutes. I'll just check something, okay? All right. That's all. Thank you.
81:00
Speaker 1
You see. I've been working on it. Since I got home. I haven't even eaten dinner. My dinner is sitting on the table. Can you believe they put the great RVT. on hold. Yes ma'am. Still blinking red. Yup. [silence] But don't you think at this point it would have gone solid? I mean, it's been a few minutes. [silence] [silence] Yeah. [silence] It's got to stop blinking pretty soon.
82:00
Speaker 2
Hello, Robert. Yes, hi there, sir. Thank you so much for patiently waiting. So, how is it? It's still blinking. Yeah, just let me know if it's solid, okay? Because we won't be able to proceed if it's still blinking. Sometimes it will take three to four minutes.
83:00
Speaker 1
No. So other nodes be blinking if that's the case? Oh, no. Okay, I see one node blinking, the other one's plugged in, a couple of nodes that are blinking. Okay, all the nodes are blinking.
84:00
Speaker 2
That's actually before it goes solid. Cause once it's blinking, it's actually - it may try communicating with other notes, so that's why it's uh it keeps on blinking. So, uh, it should yeah, it should be blinking.
84:00
Speaker 1
Okey. my computer. yeah, it keeps telling me route not found. every time i hit it, it doesn't let me get past that page. okay. I'm sorry. you're trying to reach a website, right? Okay, yeah. [silence] Any idea when this started happening?
85:00
Speaker 2
OK. While waiting for the light to turn solid, can we go back again to your computer? Yes. And do you still have that troubleshooting page open? Just close the window, sir, and try to open up a new page and go back to my router.local.
85:00
Speaker 1
It's just circling for my router.uh-oh, let's try closing clear cache 192 168 110, excuse me.
86:00
Speaker 2
If my router. Local won't work, then let's try the 192.168.1.1.
86:00
Speaker 1
okay. I'm in. okay. [silence]
87:00
Speaker 2
Yes. All right. Can we go back to troubleshooting? And then click on reports.
87:00
Speaker 1
Okay. If you're going to ask me if there is an Internet address under IPFF, there is not. No. Which I, which. I find awful weird because when we first started and you had me hit troubleshoot, nothing would come up. Now I get a window when I do hit troubleshoot, it gives me that it's found the Mac address, my laptop is found the Mac address. It's found the IPV4 address on when I hit troubleshoot here, but it does not show it in the report. So it's definitely picking it up. It's just not doing it. Yeah.
88:00
Speaker 2
Can we try to chat? There's still no internet address. All right. Here's the thing, sir. Yes. Yes. Okay. All right. Um, we, yes, the uh, the
88:00
Speaker 1
Yeah. Okay. Okay, I'm in.
89:00
Speaker 2
This parent note is, is not communicating with your, with your modem, because it's not grabbing the internet IP address from the modem, sir. Uh, there could, be, a, need, for, us, to, um, check, the, uh, modem, IP, address, sir? Uh, what, a. It be possible, for us to connect this computer straight to your, your modem. I just need to verify the IP address coming from the modem. Okay. Let's just bypass the linksys. So, uh, disconnect the cable from the back of the linksys router and connect it straight to your computer. Okay, so we're now connected
89:00
Speaker 1
No links present. No links. No, it's not letting me right now. [silence] Open the website. [silence] No, it's not. It's saying uh, the IP address could not be found. [silence] Want to turn the modem off again? [silence]
90:00
Speaker 2
did straight to the Modem. No Linksys. So please check first if your yeah, please check if you're able to open up any websites. Before I'll check the IP address. There's no internet. Okay, well maybe there's a need for us to turn off your modem and turn it back on.
90:00
Speaker 1
Okay, I unplugged it. Yep, I unplugged it. How long do you want me to keep it unplugged? [silence] You ready to plug it back in? Yes. Logging in.
91:00
Speaker 2
Yes sir, okay, so, yeah after we plug in your modem, once all the lights are stable, let's check again if the internet is working.
93:00
Speaker 1
Yeah. We're plugged into the ethernet, it's reading an ethernet cable. I'm showing a green light on the ethernet thing. [silence] It's circling right now. I'm just trying to get I'm opening control panels, network, network connections. All right, hit ethernet.
94:00
Speaker 2
When the Internet status indicates IPV 4 is connected, IPV 4 connectivity can print or view documents.
95:00
Speaker 1
My internet did work, I did get to the internet, Bing worked opened up, that NetPCA didn't work, but my internet did, hold on. NP A is an apple
96:00
Speaker 2
n-CPA CPA that's N like Nancy C for Charlie P like Peter A for Apple C
96:00
Speaker 1
Okay. Okay. I'm right-clicking the ethernet. No network access it's saying, which is weird because when I turn around and click details and on there it tells me auto configure IPV address is 1-6-9-2-5-4.76.16.
97:00
Speaker 2
for Charlie, for Peter, uh for Larry, and CPA popped then press enter. Yes, and then go go to status and tell me what is the IPv4 connectivity? 169 dot 2 54 sir is not a valid IP address. Uh did you make sure that you put the cable properly at the back?
97:00
Speaker 1
Yeah. I got the green light. It's showing... It's showing me a green light, okay? Yep, when I was on the phone with them, and I was able to get Internet. I didn't do this and get an IPV4 address. When I did it with them, we plugged in my computer and they asked me, see if you can get onto an internet page and I did. All right, we rebooted the computer. [silence] The computer's working now. We got the green light. Yes, when I was on the phone with a tech and they asked the questions if we can get onto the internet, we're paying the Internet providers, the internet is good.
98:00
Speaker 2
Because the computer is that plugged in properly. Try to restart the computer. Okay, try to restart your computer. Once the computer is restarted, we need to check again your modem connection. Before sir, when you checked your connection from TechCast, did you connect your computer straight to the modem? Have you?
98:00
Speaker 2
Okay, once it's rebooted, can we check again the network connection so just go back to NCPA. CLP. Yeah, NCPA. CLP
99:00
Speaker 1
[silence] "IPV14. No network access." "No." [silence] "Yeah. Give me a second." [silence]
100:00
Speaker 2
Saying no network access. We didn't do anything on your modem. We just unplugged the power. So, uh, I don't know why we lost the connection from your modem. Um, do you have an, uh, can we use a different cable, sir? Do you have another cable? Ethernet cable?
100:00
Speaker 1
All right. Taking it out. Putting this one in, plugging it in. Uh, it's blinking on the bottom. What's it reading? Connecting to Ethernet. It's reading connecting to Ethernet.
101:00
Speaker 2
you go see here's the things are Robert um we really need to make sure that uh we have active internet connection with the modem before we'll
101:00
Speaker 1
Yeah, of course. All right. I just what is weird because I don't know what's going on is when I plug it in, it says connecting to internet Ethernet. But I'm again going back to your thing. If it's IPv4, I'm not getting no network access. But when I unplug it and plug it in, it reads connecting to the Ethernet. No Internet, no network.
102:00
Speaker 2
Proceed with the, with the router, cause your, your linksys router relies on the, your modem. It's dependent on your modem connection. Yes. So, I don't know why we lost the connection from your modem right now. We just, we didn't touch your modem. We didn't uh, we just unplugged the power. We refresh the connection. Because we usually do that. Yes. So, what's the status right there? What's the IPV4 connectivity?
102:00
Speaker 1
Network access. Yeah, so I'm trying to figure out why, because if I unplug this and I plug it back in, on the bottom of the thing, it tells me literally, it's reading it. I'll read it on the bottom. It's literally, it's blinking with the eth net, reading eth net cable, connecting to your eth net. Where do you want me to look for that?
103:00
Speaker 2
Yes, but we've already rebooted your computer. So it should get the connection back. But right now this it's not giving out. If you go to details, is it still 169. 254?
103:00
Speaker 1
Right click on Ethan, that is not letting me go anywhere. Cheers. Silence.
104:00
Speaker 2
If you right click on the internet and then you go to status,
104:00
Speaker 1
and if I got a status I got a detailed 169.254 yes
105:00
Speaker 2
It's still 169.254, okay? 169.254 IP address, that is an invalid IP address. So that, that just means to say that your computer is not getting a connection from your modem. So I believe here that you really need to, to verify this one again with, with the taxer, because the connection from the modem is no longer there. So, what I can do here, we, since right now we lost connection.
105:00
Speaker 1
Yes, that's fine. 30 minutes will be fine. Yep. All right. Thank you, ma'am. I'll call, I'm calling them right now. Thank you. All right. Talk to you then, bud.
106:00
Speaker 2
from your modem. Can you please double check this with TACUS? Once you have the connection back I'll call you later after an hour. Would that be okay? Or 30 minutes will do. Yes. I'll give you a call back later. So yeah, I'll be I'll give you a call back later once uh once you have that check with TACUS. Once you have the the connection back then we'll we'll continue with the router, cuz right now we cannot continue uh since uh we've lost connection from your modem. So I don't know if there are there's something down. So Yep. Thank you again for your Thank you again, Sir Roberts. You do have a great night, sir.
106:00