Speaker 2
[silence] Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please, have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Regina. Could I help you today? [silence] Okay, so I totally understand your concern, all about, ma'am. But is this your first time calling us for support? [silence] And are you calling from the United States? May I know your first name and last name? [silence] Sorry. I can't hear your voice. Hello Okay, so your first name spelled is C-A-R-L-A. And your last name... So K for Katie, E for Edward, A for Alpha, C for Tom, O for Oscar, and for November and your call back number, just in case this call will disconnect And your email.
00:00
Speaker 1
at yahoo.com no at yahoo.com what's that which one how many I think it's just I think it's just one that I'm trying to hook up here I believe okay where can I find that serial number okay I just is it on the paperwork too because I just put it up on top of the bathroom uh do I need to climb up on top of the bathroom I'm sorry
02:00
Speaker 2
Okay, so it's K-A-R-L-A, K-E-A-T-O-N, 575, gmail.com, Yahoo, sorry. And how many linkesses router do you have? K-A-R-L-A L-A. How many linkesses router do you have? Can you please provide the serial number? On the bottom. It is actually located. You can try to take photo underneath of the router for the [silence]
02:00
Speaker 1
okay I have to climb about 14 feet. Yeah, I have to go for 14 feet on a very high ladder to get up to the equipment because it's already been put in place. So, okay. If you if you hear if you hear me scream, make sure you call 911, okay? It's like not easy to get to. Okay.
03:00
Speaker 2
And for the credentials?
03:00
Speaker 1
OK, now, I've, I've gotta go to what? Now I have to go to, let me give you the information I've got. OK, let me read it to you, OK? You said the serial number, which one is that? The serial number. OK, is uh, 5, I don't know if that's a 0 or an O, but it's 5, oh, U, 1, I guess zero. M like man, 1, 5, B like dog, 2048, 68.
04:00
Speaker 2
Send a check. They just provide. Yeah, the serial number. Okay, thank you. So the model number of your Linksys router is an MR20MS.
04:00
Speaker 1
I don't really know. How do I, where else do I find that model number? Yeah, but I did take a photo and I don't see the, oh, it's MR20MS, you said, is that right? Okay, yeah, because, I'm sorry, I'm having to be like really high up right now, so it's a weird angle that I'm trying to do everything at right now. Oh goodness. Okay. Okay, so yes. Uh MR20MS. Uh, yes, okay, uh-huh, okay, hold on. What did you say about the light? Okay, let me get back up on the ladder. One second. I've got, hold on, one second. Hold on.
05:00
Speaker 2
Did you take a photo of the information on the bottom of the router? Yes. Okay. I have totally understand that. And what is the light indicator of the router, Carla? Okay. What is the light on top? Is it solid blue now? Is it solid blue.
05:00
Speaker 1
[KEEP_UNCERTAIN] Bye, Matta. I'll see you soon. Could you just go up there and tell me what light's are on on that router real quick? The new router that you just put in. It's purple right now. Line one is blinking yellow. Line two is green. And the internet, not sure if it's supposed to have a lot of them on my work, but all. Okay, so now what do I do for now what do I need to do for setup? all go on. I've not done my coffee and things, I'm kind of a bunch of late to these right now because I haven't been able to do anything I have to get done. I'm sorry, ma'am. What is that? Let me see if my laptop, I think the [silence] I asked if this one was Armalas. I asked if this one was an one. I asked if this one was an or A. I asked if this one was an slash gentleman. I asked if this one was an slash at L.
06:00
Speaker 2
Is it fully purple? Okay. So... Yes. Um, so, actually, Carla, solid purple for this router means it's ready for setup. So it is not yet set up. It, is it connected directly to the modem? Does the ethernet cable is properly plugged in from the modem to the internet port of the router.
06:00
Speaker 1
Even working right now. You said it will? You said it will work if - let me ask you. You said it will work if it's solid purple? Why not? Yeah? Hold on one second ma'am. Hold on one second ma'am. Just one second I'm sorry.
07:00
Speaker 2
Yeah. It will not work since it's only purple. It is not yet being set up, it must solid blue. It dole work but you know the you doesn't have internet connection, but we still have other option.
07:00
Speaker 1
Yes, hold on just one moment, please. Just one second.
08:00
Speaker 2
hello, are you still there?
08:00
Speaker 1
Okay, ma'am, so what do I need to do now? You said, you said if it's purple it's not going to work? Is that right? Ah, okay, okay, so yeah, so look, I'm here on my laptop. I see a link this hold on. So I'm looking it says, hold on it just popped up a bunch of networks, links, this setup network. [silence] Like how many did I choose? Like five, so I'm just, I'm just going through the network. [silence] And after that.
09:00
Speaker 2
it is it works, but it needs to set up. Now, let's check the physical connection.
09:00
Speaker 1
nine seven F Join and it says links is is it is our set up nine seven F links is set up nine seven F like Frank, is that correct? okay Cox C O X. Wait, what now? I'm sorry. Yeah, it is. Uh huh. Yeah, it is. It is, we set it up exactly like the other one that we just, the other links is router that we had. We just removed
10:00
Speaker 2
Yeah, but then let me just confirm your physical connection Carla. Is this router connected to the modem? Who is your internet service provider? Okay, so the router%u2019s Ethernet cable is connected from the modem to the internet port of the Linksys router. Make sure the Ethernet cable is connected from the modem. Cox box to the internet port, internet port of the Linksys router.
10:00
Speaker 1
I pinched the cables from those areas and put them directly into the new one exactly like it was. I can get back on the ladder. Do you want me to get back up there? okay hold on. It's saying the Wi-Fi network link to setup 97F, I'm sorry, 97F like Frank could not be joined. They want me to cancel or run diagnostics. Yeah, I didn't yet because I wasn't oh, hold on. Just need to put my regular wi-fi password. Okay, hold on. Let me see if it'll let me do it again. Oh, on the bottom of the router. The bottom of the router. Okay, hold on, hold on. Let me.
11:00
Speaker 2
[silence] Are you still on the ladder or are you already down? No, no need. No, no need. For safety purposes. Now, using your computer, kindly connect that with the Wi-Fi name and password, the Wi-Fi of the router. The link is there. Look now make sure to enter the Wi-Fi password for you to connect. Fourget No, it's not. The password on the bottom. So look for the photo. Yes. Use all the credentials.
11:00
Speaker 1
Welcome to Tech Support. I wish that it would've stayed on the screen a little bit longer. It didn't stay on very long. Other network. Hold on. There it is. Okay, hold on, hold on. Linksys. There it is. Linksys. Set up and enter the 97 F. Then I need to put the password that's on into the bottom of the router. You said, right? Okay. Hold on. Let me. One second. I took a picture of it. One second. Okay. So, so firmware version firmware updated. So basically, we're looking to see if there's a newer firmware from 5.4.5. And there is 5.5.0. So, the router is going to update the update files that it has now. So it's going to get information from the link. All right. Now I'm joining. Trying to anyway. Hopefully, it'll let me. Okay, sometimes it doesn't want to let you in the first time. Two links. Cellular so knowledge base. What this is telling me, I see on step four it tells me that if this pops up, I gave it the right credentials. It gave me this because this particular set up process is only done on one tablet, which is weird. So basically, it won't let me do this on another device. All right, now joining. Going to go. Silence [ 0m9s73ms - 0m48s3ms ]
12:00
Speaker 2
i guess you take photo of the information on top
12:00
Speaker 1
But now I'm doing this on my laptop. So if I'm doing on my laptop, it's gonna do it for all the other devices too, right? No, how do I get my business internet hooked up? How do I get my business internet, the router hooked up to the modem for my business for the POS for the all the other software I have running? How do I do that? My Wi-Fi name and password for the restaurant. But where do I do that? Do I go up to the do I go up the ladder again and do it there? Where do I do it? Yeah, cuz I I
13:00
Speaker 2
No, we just need one device set up your router. OK, you need to connect them with your Wi-Fi name and password for the links. OK let's just set up your links device first before to connecting your other devices.
13:00
Speaker 1
I'm sorry. I'm getting, I don't feel very good. I've been doing this all day long dealing with my internet problems. We have, we didn't have internet yesterday. We don't have internet today. And I'm very behind in all the work I was supposed to get done. So I'm really at my supreme level of stress right now. So help me set that up, please. My laptop, my laptop is connected to the Linksys setup network. That's what it's connected to. My actual laptop. Huh? Open the browser. Should I do Chrome or regular Safari? Google Chrome? Okay. Okay. And now what? [silence]
14:00
Speaker 2
yeah it's okay totally understand that Carla but we need to set up your router first so that you have internet connection because you doesn't have internet connection at the moment. your router is not being set up. okay is your computer connected now to your network? does it have a Wi-Fi name? okay open a browser. Google. open a browser. Google. Google. Yes.
14:00
Speaker 1
Just put in 192. Wait, you said I-92 or 192? 1. 1 1 1 1 68.1.1. 192.1 68.1.1. Okay, and then hit return? Okay, now what? [silence] It says it's not secure and then it says let's get you up and running. download. I'm sorry. [silence] It says let's
15:00
Speaker 2
And then on the address bar, type 192.168.192.192.168.1.1. Yes, press enter. Are you re-routed to a page that shows your connection is not private, click "advanced". What are the information go ahead.
15:00
Speaker 1
All right. I'll try to get you up and running. Download the Linksys app for setup. It's also the best way to manage your Wi-Fi. This is for my business, so I need my employees to be able to deal with this stuff, too, because I'm the owner, so I'm not always here. I have other businesses to deal with. Uh-huh. You're muted? Uh- hold on. It's- so- it says internet connection is down. Okay, access router. Now what do I do? Router password? That's what's on the bottom of the router. Okay, hold on. [silence]
16:00
Speaker 2
OK. Now, click the picture of the two phone. Click the picture of the two phone and then it asks you to access the router. Access router. Right? Type admin. 0.
16:00
Speaker 1
The number five, the number five or, just, I know, I know admin. What I'm saying is it's only a DIM correct? That's it. Yeah, it sounded like he said five admin. Okay, and then now it's asking if I want to save the password. Okay, now it's got a device list, guests access, parental controls. I'm not seeing that. I see the. I know. [silence]
17:00
Speaker 2
lower case A D M I N first. Uh, the default admin password. No, no admin. A D. admin. A D M I N. All lowercase. Yes. Save that. Okay. Click on the very scroll down and then click on the CA link at the bottom right hand side. On the very bottom. Carla, click CA. That is located on the very bottom in line with end user license agreement.
17:00
Speaker 1
Oh CA. Got it. Okay. It's very tiny. I had to put my glasses on for that. Okay. Connectivity under router settings. Okay. Okay. CA router setup got it. Okay. Hold on. Let me check on that one real quick. Yeah, I do. I've got it. I've got it in my little. Hold on. Hold on. Okay. Got it. Okay. Hold on. So. Hold on. [silence]
18:00
Speaker 2
And then go to Connectivity. Yes. And then click on CA Router Setup. And then you may now create your own Wi-Fi name and password and better weekend recovered or use your Wi-Fi name and password to your old mesh router. If you can still remember it.
18:00
Speaker 1
well, let me enter it in so is the ssid the same? what is the ssid? so what should I use for my wifi name? I know my wifi password what would the wifi name be like what it's used for? or no, I'm just going to put the name of the business, right? uh, and then any so I can use my old password and that's fine. okay
19:00
Speaker 2
Your way when your life I name. Can you still remember your SSID with your old router? Yeah. What you used for the SSID? For example, they used your name Carla, might might be. Okay. Yeah. Go ahead. Yes. [silence]
19:00
Speaker 1
So, the SSID, hold on. One second. Okay, so this is what's going to happen when, so when somebody's looking for networks, it's going to come up with the name that I put under SSID, correct? Okay, Baruch. So, then should I make it a little bit more unique or no? That's okay, right? Okay. I'll just leave it like that and then I'll put the password in. And then I can always change that later, if I want to, right? Okay, someone, yeah. Okay, I'm going to hit okay now, right? All right, hold on. Oh, then hit setup node, okay. Lily. It says applying changes, your router is applying changes. ¿Hola? ¿Hola? ¿Cómo estás? Bien. Okay, perfect. Okay, listen, so do I need while it's applying changes? It says your router is applying changes. Should I hit okay or no? Just hit okay. All right. I'm going to hit okay. Oh, let me get up there. Hold on. One second. It says route or not.
20:00
Speaker 2
yes. here. Yes. Yes. And then check the light indicator of the router, is it start blinking.
21:00
Speaker 1
Okay, hold on. Let me get back over here. Okay, it's just red. That's all. It's just got a one red line the first like underneath links. It's just one red line. Now it will say on the back of it on the back, everything plugged in.
22:00
Speaker 2
That's okay, because we changed or you changed your Wi-Fi name and password. So you need to reconnect. But we need also to make sure that the light on top of the node will start to flash. [silence] blinking or solid red.
22:00
Speaker 1
There's, uh, make sure, what? Hold on. Hold on. Okay. On the back. Give me a second. It's extremely dark up here and I've got to put my glasses on to see everything. It's kind of easy. This is really a pain. All right, let me see here. So there's a yellow one connected to the internet. There is another yellow one connected to the very, the first ethernet slot has an orange light blinking and it's got a yellow cord in it.
23:00
Speaker 2
Make sure mm-hmm make sure the ethernet cable is plugged into the internet port of the router yeah make sure it's connected to the internet internet port
23:00
Speaker 1
It's the second ethernet slot has a gray cord and that's a solid green color and then the internet has a yellow cord and that doesn't have any kind of light. Yeah, correct, from the modem. Oh, wait, wait, wait. Wait, wait, wait. Hold on, hold on, hold on. Hold on. Listen. I don't know right now what I'm what to do because my business partner got up here and plugged everything in and he said he plugged it directly from one thing to the other. The modem looks exactly like it did when I looked at it earlier. [silence] be to the other.
24:00
Speaker 2
Yeah, but is the modem, so the Ethernet cable is connected from the modem to the internet.
24:00
Speaker 1
exact same lights on and everything. What do I need to do? Take stuff out of there and put it in here, what do I need to do? I'm sorry, are they what now? A block. What do you mean? I don't understand. Yeah. Oh, yeah, we've got the modem. Yeah, of course, Cox provided the modem. We've already and it's working. The modem's working. It's, the, the Wi-Fi is going to the modem, but we can't get it to the freakin' router.
25:00
Speaker 2
[silence] Yes. Okay. Your cox providered a black box which is your modem right? It is your cox sim the internet service provider, provided a blocked box, the modem. [silence] Yes. Because our link is yes, so that's working. Okay. Yeah. Because our links is router on car lock along, so it is dependent to the modem who provides internet connection. So we need to make sure that the ethernet cable the other end of the ethernet cable is plugged in from the modem to the modem to the internal port.
25:00
Speaker 1
So which one is it that I'm looking at on my modem? Tell me exactly what I'm looking at here, since I'm in a very dangerous spot. Tell me what I'm looking for here. There's a yellow cable connected to the internet port of the Linksys router. It's yellow. It looks like the same cable that was there in the old router before we switched it. Give me a second because it's not easy. There's a million bazillion wires all connected up here. And I'm not exaggerating even a little bit, not even a little bit. There's a lot of wires...
26:00
Speaker 2
Okay. is there an ethernet cable connected to the internet port of the linksys? R module. And how about the other end of the ethernet cable of that yellow ethernet cable? Where is it connected? Is it to the modem? [silence]
26:00
Speaker 1
Layers that I have to dig through to figure out every little thing because it was all done in a crappy way. Very disappointing how all this stuff was done. Yes, it's plugged into the modem. The same damn cable is plugged in from the modem to the new router. The router looks exactly like it did before. There's the green at the top, then the blue, then the two green. If that hasn't changed. On the router, in front of the router or the back, I'm looking at the front of the back. Which part of the route and it's red, it's blinking red. [silence]
27:00
Speaker 2
pressure. there are things room. Do you need to try.
27:00
Speaker 1
So while. The, the Aris modem that I have from Cox, it's C Like Cat, M Like Man eight two zero zero. Correct. What do you mean port? There's one of the top that says ethernet at the yellow line. Then there's
28:00
Speaker 2
which means it's having a physical issue. Can we provide a model number of the modem? yeah can we provide a model number for that Arris modem CF8200 and how many ports? There's only one or two ports on the modem.
28:00
Speaker 1
There's a screw-in black cable. Next. Then there is the, I guess, the plug-in to the wall cable that's black and thin. What do you mean, the blue and yellow? Blue and yellow where? I don't know what you're talking about. What is a port? The hole? No, I mean, if there is, I don't see it. No, there's only one. There's one with a yellow cord in it. Correct. [ silence ]
29:00
Speaker 2
the blue and the yellow ports, the ports, I'm asking, I'm asking for the ports, there are two ports? yes, okay, so there's only one port and the router is connected to that port and then check the
29:00
Speaker 1
yeah it is still blinking red you know what hold on hold on one second hold on one second okay [silence]
30:00
Speaker 2
light indicator of the router again. If it is still blinking red, okay. Can we connect your dust top to the Wi-Fi name and password of the router? Let's check the physical connection of this router. [silence]
30:00
Speaker 1
Okay, ma'am. Okay. My partner's going to be coming here because I literally don't have-- I've got too much work to get done and I'm not able to get any of my work done right now. Um, I'm going to have to go somewhere to use internet at a coffee shop or something, sadly. Uh, it's pathetic, really. I'm sorry. Yeah. Let me ask you a question. The wi-fi name, did it have to be the exact same name that it was before? I know. That's what I'm saying. [silence]
32:00
Speaker 2
Okay. But yeah. Make sure to provide your new Wi-Fi name and password that you created earlier. We need that. Make sure to provide your Wi-Fi name and password that you created earlier because we need that information. No, you change it, right? before you click Setup Node, you change it.
32:00
Speaker 1
So that's OK if I changed it, right? It's OK if I changed it, right? That's what I'm making sure of, because I'm thinking if it was supposed to stay the same, that might be what's causing it to not work. But, yeah, this is ridiculous. It's like way too time consuming for this kind of thing. It's stupid, really, to be honest with you. But you would think by now somebody could have this to where you kind of. I was told that just plug everything in and then everything's gonna start working like it was before, like they used to do, like it's like all this stuff used to be. And now they're just making it more time consuming and less efficient as if people don't have other things to do. So, yeah, I've gotta I've gotta get my stuff together and leave. And what time does your office close? Yeah. [silence] Yeah.
33:00
Speaker 2
to change your SSID yes yes uh-huh now we're actually open 8:00 a.m to 11 p.m EST and I do really apologize for the inconvenience Karla [silence]
33:00
Speaker 1
So yeah. [silence] Hello. Yeah, I don't know. I don't know what else to do. I don't know. [silence] What other information are you going to need? Because my business partner's going to be the one I'm handing this off to. Yeah, I know. The port, I understand. The port is the hole, but the only problem is there's only that one hole in the modem. And that's the one I was telling you about. There's just that one hole. The other hole says, do not use. The other hole has a cover and it says, do not use. [silence]
35:00
Speaker 2
yeah I'm still here okay now is your computer connected to your new wi-fi name and password [silence] I need to check the port yeah we need to access the web interface again yeah I see yeah I guess it's not activated and regarding with the blinking red light [silence] yeah blink red on the internet I could see yeah probably [silence] okay hold on for a bit [silence] yeah I'm not sure if it's live it's live again let's try and see if we have a connection on the home network [silence]
35:00
Speaker 1
wait what? Mm-hmm. Are you telling me to look for that? Well, we need to proceed, but I can't, we need to proceed, but you're saying to look for the port. [silence]
36:00
Speaker 2
Carla, this is actually the main reason for this one, is your physical connection. It might be the port of the router, the port of the modem or the ethernet cable itself. That's why I need to access the web interface to check the port status. Because the router keeps on blinking red. If the router is blinking red, then the possible cause of the issue is the physical connection. It is between the port, the ethernet cable. Would you like to proceed so that we can access the web interface again? We can ask you really. Yeah. Not just one of one.
36:00
Speaker 1
So am I going back to my laptop now? Oh god, it just keeps saying, router not found, router not found. And I keep saying retry, retry, and it won't, it won't let me click out of that. Yeah, but it won't, it won't let me, it won't let me click out of that though, is what I'm saying. It won't let you click out. I understand that. I understand that. It's just, they said that this is going to be so freaking simple. He said it should only take take two minutes, two.
37:00
Speaker 2
But we need to check the port status on the router settings. Remember the links to smart Wi-Fi tools earlier. We need to access that again to verify everything. Yes, make sure your laptop is connected to the new Wi-Fi name and password that you created. No, do not reach. Why? Go to the Wi-Fi settings. Select exit. You need to read off that thing. You need to get out of that page. You need to go to your Wi-Fi settings, select your new Wi-Fi name and enter your new Wi-Fi password because you are no longer connected to your links. That's because you've changed.
37:00
Speaker 1
So the network on the next step now is, Baru, right? So here's the thing. When I go to my network, okay? I've got Baru underscore bistro underscore amp; Tapas dash NO underscore secured. Then I've got Baru underscore bistro underscore amp; Tapas dash No underscore toast. Then I've got Baru dash pro dash 2.4 G. Then I've got Baru dash that's what I get.
38:00
Speaker 2
Matt what is the Wi-Fi name once you're connected open a browser [silence]
39:00
Speaker 1
i'm, I'm already connecting to it. I'm connecting to it and now, now, what do I have to do? And here's the thing. yes, I'm already in it, I'm in the links of the same page, I got back to the same page. troubleshooting. I did, now, I've got status. Carla's MacBook Pro. click what, the report. and where, oh, Jesus,
40:00
Speaker 2
Yes google refresh. Then go to troubleshooting. Did you refresh that page? Okay on the status bar at the bottom there's a report click the red report. Yeah.
40:00
Speaker 1
What about it, Michael? I'm under it. What? 1.1.0.5.2.1.0.166. It says internet connection IPv6. Okay, I see it. And then what? Automatic configuration Dash the et c p.
41:00
Speaker 2
Okay, provide a firmware version. Sorry, can you, can you provide it slowly? 1.1. Okay, scroll down slowly. Look for the Internet connection IPv, for. Now, for, scroll up. Internet connection IPv4. What is your connection type? [silence] How about your internet address?
41:00
Speaker 1
What? What are you talking about? Oh my God. I don't see anything underneath that. I only see connection type under that category. Let me put it this way. Internet connection IPv4. Underneath that says connection type, automatic configuration dash DHCP. Underneath that is internet address, nothing. Subnet mask, nothing. Default gateway, nothing. DNS1, nothing. DNS2, nothing. DNS3, nothing. MTU, nothing. DHCP lease time, nothing.
42:00
Speaker 2
your internet address, were you able to find any information in your internet address? Below your connection type is your internet address. Is there any information indicated on that option? Internet connection IPv4 connection type, internet address, subnet mask, default gateway, okay,
42:00
Speaker 1
now but I will say this the next part where it says internet connection IPv6 connection type says disconnected. Okay. There's nothing. The only X mark is in the only X mark is in line with the number one underneath there. Under one G P, I'm sorry under 1 G BPS there's one X right underneath there. I know let me get back up there because my business partner is the one who's cooked it up
43:00
Speaker 2
Okay, which means the router is not connected to the modem. Can you please scroll down on the very bottom? Look for port. Yeah, it's okay. Just scroll down on the very bottom. Look for ports in line with the internet. Where is the X mark? Okay. That is what I mean, for. Okay. Your ethernet cable, Carla, is not connected to the internet port. It's connected to ethernet. That's why you need to check your physical connection. Make sure it's the internet. Make sure the X mark is in the internet port.
43:00
Speaker 1
[silence] But it doesn't look any different than it did before. So, interesting. [silence] [silence] [silence] Let me ask you this. The etherethernet. E-T-H-E-R-N-E-T cable that's in the modem should be connected where on the router?
44:00
Speaker 2
So how many ports are connected? It might be the internet cable is defective.
44:00
Speaker 1
Yeah. Okay, so here, hold on. Is it, is it connected in the freaking internet? The Ethernet from the modem is connected to the internet. Now I'm going to unplug it, right? Should I unplug it and try to stick it back in? Okay, nothing's blinking there. I still only have on the far left on the other yellow cord. There's an orange blinking light and there's a green blinking light. There won't, there won't be a difference. Only the internet works at the moment. Do I press the reset button here? 4 mhm. 4 mhm. On top?Yep. And when I press it, will it have a reset or will it repair it by itself? Okay. Hold on. [silence] [silence] [silence] [silence] [silence] 4 it turned off. [silence] [mute] [silence] [silence] Okay. One second. [silence] [mute] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [mute]
45:00
Speaker 2
Yeah. Yeah. Because if there's no X mark in line with the Internet Carla, which means the Ethernet cable might defective. yeah because there must be a light. Yeah. Possibly that
45:00
Speaker 1
There won't be a light. There won't be a light. Okay. Oh, there should be a light. Oh, God. I wish I would've known that before I went and bought a whole new router. You know that? So, all I need is a different cable, a different ethernet cable and then it should work. Like if I get a different ethernet cable, I could put it back into my old router? The Linksys router that I had before I just bought this new one, I could just put a new ethernet cable into that one.
46:00
Speaker 2
there should be a light. So it might be that the Ethernet cable is defective. Do you have a different Ethernet cable? Yeah, I totally understand, um, for the inconvenience, Carla, but this is actually due to the physical connection. That's why the router won't set up. Yeah, that a real trying to figure out. That's really good one. What is your old router?
46:00
Speaker 1
internet cable. yeah I have to find one. Where can I find one? Hold on. Hold on. [silence]
47:00
Speaker 2
Yes. Can you please grab a different ethernet cable cable? The wire cable. I guess there's a ethernet cable connected for on the port one of the router right you mentioned earlier that there's a cross mark indicated on the port one you can use that ethernet cable since it's functioning.
47:00
Speaker 1
on the other line. Got you guys on, on a three way call, okay? Hold on one second. Okay. She's with link. Elgga? Hey, hello. walley so we're try to say that they tell me that the internet is not working, maybe the internet cable. Do you think it's possible if we unplug the internet and switch it to like different like not switch it to a new one because we don't have one right now. But can I can I plug in the one that is connected to the router connected to the other one and vice versa? maybe. You can have to plug it. Yes. Yeah, there is a okay. There is only one
50:00
Speaker 2
Okay, sure. [silence] Yeah. [silence] Yeah, that's why sir. [silence] Yeah, I asked for to [silence] Yeah, when I when I tried to access the web interface, there is an Ethernet cable connected to the port one of the router. [silence] I guess there are two devices connected to the Lenox router at the moment. [silence] And that Ethernet cable is working fine. [silence] Can they use that?
51:00
Speaker 1
can ethernet cable is not the ethernet cable yeah we can make internet and the ethernet sound so much fine okay um I'm gonna have to go there on my way to do something but I'm gonna go have to go over there what do you support you what do you recommend me to do? Okay. Okay? with the physical we having an issue with the physical connection. okay um I Okay, so what I did is I took out the old router and I plugged in everything the same way it was plugged in in the other one.
52:00
Speaker 2
Yeah, or can they check sure if the ethernet cable plugged into the modem to the internet port, internet port of the router, not the port one. We need to check the physical connection first because the links router keeps on blinking red, blinking red, which means if there's having an issue with its physical connection. Yeah, it is between the port and ethernet cable.
52:00
Speaker 1
So. Do you want me to that all writers are Linksys I believe. Yeah, the same brands. What is the model number, Carla? Yes. One minute. I'll be there, I'll be there in eight minutes. Okay? Carla. This is the old model we're looking for. Looking for. We need the model for the one that we have new connected. The old one or the new one. The new one or old? The new one. The new one is right there. It's in the box. What is it? If it is the ethernet, maybe we should get a new ethernet cord. We can't use. Carla, just give me the model. Carla, can you give me just the model please. Let's go step by step. The model is where Jenny is. Jenny.
53:00
Speaker 2
and what old router was that? Were you able to provide a model number? [silence]
53:00
Speaker 1
You see the model number on the box. You don't have the box? You don't have the box of the router down there? Did you set the new one, right? Right. I'm holding the ladder. Oh, okay. Okay, hold on. I'm going to read it to you. I'm reading it. If it's the Ethernet cable, that's going to be really interesting because I went and bought a new router. Model number of the new one. All right. All right. All right. There's nothing I can do on the phone, so I'm going to hang up, guys, and I'm going to see you in seven minutes, okay? Mhm. Okay, bye. Mhm. Jenny, the new link? So you see the model number? [silence] [silence] Jenny, Bill. [silence] [silence] Jenny, new link. [silence] [ 0m3s717ms - 0m29s127ms ] you see the model number on the box. You don't have the box? You don't have the box of the router down there? Did you set the new one, right? Right. I'm holding the ladder. Oh, okay. Okay, hold on. I'm going to read it to you. I'm reading it. If it's the Ethernet cable, that's going to be really interesting because I went and bought a new router. Model number of the new one. All right. All right. All right. There's nothing I can do on the phone, so I'm going to hang up, guys, and I'm going to see you in seven minutes, okay? Mhm. Okay, bye. Mhm. Jenny, the new link? So you see the model number? [silence] [silence] Jenny, Bill. [silence] [silence] Jenny, new link. [silence]
54:00
Speaker 2
Yeah, it's an MR20MS and at the back of this router, Carla, there are five ports, right?
54:00
Speaker 1
On the- on the- on the back of the new router, are there five holes? Just call it a holes. I mean, that's what it is. It's a freaking hole. I don't know why I have to call it fort. There's five holes there, right? Five holes. Okay, there's five holes. Okay, what about it? The yellow internet. You're saying internet, not ethernet, right? Internet. Internet. You think it's not working? It's not working. Is it not easy? I don't know if it's the cord. Maybe the cord's bad. And that's what I'm trying to say. Do we have an extra Ethernet cord? Let me see. Because, I mean, maybe we could
55:00
Speaker 2
Okay, there are five holes. There are five holes. Okay, and then one of the hole is the gigabit WAN, the yellow internet port. Yeah, internet, the yellow internet port, the gigabit WAN.
55:00
Speaker 1
Toto de bendado modems. So Cox check to modems, you know the that error, the one that's got the four likes standing up. They check that one and that one's working properly. that it has to be either, they said it has to be the router. So I went and bought a new router, but now the people with the router says that it might be the Ethernet cable. What do you think? Do you see an extra Ethernet cable up there anywhere? I might have one at my house. I'm trying to think.
56:00
Speaker 2
Yeah, how about this one, Carla? Are you still there? Uh, let's do a loopback, look back test. Unplug the ethernet cable from the modem. Sorry? Uh, no, we can only assist you using English. Unplug the ethernet cable from the modem.
58:00
Speaker 1
[silence] So let me ask you a question. Let's call it an I cable and an E cable because Internet and ethernet sound very similar. You see what I'm saying? Internet. So Internet, it's no linking right now. She's saying it's not linking. I'm not the one on the ladder right now. A different person, Jennifer.
59:00
Speaker 2
Okay. Okay. And now, Carla? Connect. Okay, there are two ends of the ethernet cable, right? The yellow internet port. That's the one port. That's the internet port. There's a yellow.
59:00
Speaker 1
How many, yeah, internet, internet and ethernet, ethernet? Uh-huh, yes. Both not linking. Both are not linking, okay, internet and ethernet are both not linking. And I already checked that and there already too, sorry? I just yes. Yeah, the RS was already said, I already checked that and that one was working perfectly with tops. That one's working perfectly. We didn't have to do anything to that. It's the router that we're having a problem with, but now I'm wondering if it's the ethernet cable, the e-cable. Okay. So I've got to find an ethernet cable, I'm calling an e-cable because that's stupid to say internet and ethernet. They're they sound way too similar to each other. Um, um, okay. You don't see an extra ethernet cable?
60:00
Speaker 2
Okay. Uh, Jennifer. [silence] Okay. This time, uh, Jennifer. [silence] Or wired, let's just say wired cable. [silence]
60:00
Speaker 1
People up there, do you? I mean I just don't want to take something off like toasters or whatever and mess that up, you know? I'm sorry. Do we have an extra? No. That's what I mean. We're it's connected to devices. We've got stuff connected to devices. Are printers our POS system, that kind of thing. A loop back pass. You know what that is? Sorry. Sorry, say again, please? Say again, please?
61:00
Speaker 2
So you don't have an extra Ethernet cable? Do you have an extra difference cable? Okay, now let's proceed to do a loopback thing. Loopback test. Yeah. Connect the other end of the wired cable to the internet port of the router to one of its Ethernet port. Okay, the Ethernet cable
61:00
Speaker 1
mmmm-hmmm mmmm-hmmm yes. we have a an an wow look המשכן is not easy if I can if they're filled I'm gonna make any more [silence] wow look
62:00
Speaker 2
There are two ends of the Ethernet cable, right? Or the wired cable. Plug the other end to the internet port of the router and then the other end to one of the Ethernet port of the router. Unplug that from the modem and connect it to the router. All the other all the end. [silence]
62:00
Speaker 1
Ma'am? She's going to do a loopback test. Edgar, a loopback test. Is it working now, ma'am? Is it going to work? Well, I was going to say that it's the ethernet cord. I need to find another one. And maybe we can plug it back into the old router. Get a new Ethernet cord plugged into the old router. I don't know. Do you want to hear? Nothing's massive. People are speaking. What do you need? Ma'am. There was a. Hold on, just ma'am just call him for one second. Jennifer does it look like we have internet right now. on post? Right now, I'm disconnected. You can hear. I just connected. Right now. Someone's holding the internet to come back out. Give me three minutes. I can't do this. Because you didn't say it like that. You know what? I'm going to tell you. I'm really going to do it. [Silence]
63:00
Speaker 2
Hello. Are you still there? Okay, since you don't have an extra Ethernet cable for the meantime, let's proceed to do a loop-back test. Connect that Ethernet cable.
64:00
Speaker 1
Yo, we're still here. We're trying to... Hello? I'm gonna... ...calling on an hour. ...to be able to be on it right now. ... I'll go back. Thank you, baby. I'm gonna keep it up, okay?
65:00
Speaker 2
[silence] Hello, are you still there? [silence] . [silence]
65:00
Speaker 1
Hold on. Hold on because we have a problem. I don't think we have internet right now. It doesn't show that we have internet. It doesn't show that we have internet. Does it show that we have internet. No. Shows here that we have. Where are you looking that says it does? On the router or the modem? That's the modem. The modem shows that we have it because we do have it going to the modem. We need it going to from the modem to the router. Tops is the modem. That's working fine. Carolina said to assure you that everything was reconnected and it was reconnected uh no it's the new router it's the new it's the new router touch the light indicator of the router uh
66:00
Speaker 2
yes, I'm still here. is it.. is it connected to the old router or.. to the new router. OK, check the light. check the light indicator of the router.
67:00
Speaker 1
Okay, what color's the light on the router? Yeah, because believe me. Hey ma'am, how are you? I'm up here with the router. What are you looking for? The lights are off right now. the light in the front, the color is changing. It's uh yellow, orange, yellow, orange blinking. I see. Can you repeat that? I couldn't hear you. In the front. I just can't hear you, this telephone is really hard to hear. In the in the front, there is a yellow, it's a yellow and a green light blinking.
68:00
Speaker 2
It should be solid blue. Check the light. The light indicator is it solid blue now. On the front. [silence] now not the Ethernet cable light on the front of the router, sir. You can see the links is fri and then the light below. [silence] on front. On the front of the router. [silence] Do not check the light at the back. [silence] I guess that's it.
68:00
Speaker 1
I mean, [silence] is not in red, is blinking into yellow and green, yellow and green. And in the back, the ethernet, the the lines are off. Uh, well, I'm telling you that it's blinking and it's doing like light yellow and green. So it's not like a solid color. What? The what? I'm sorry, I couldn't hear you. People are talking ahead of me. The ethernet cable of the back of the router is connected, yes.
69:00
Speaker 2
that the Ethernet cable, is that, is that the Ethernet cable at the back? [silence] is that the Ethernet cable at the back of the router? [silence] and there are the
69:00
Speaker 1
They say that it's working right now. Let me, let me, let me double check. They say that the internet is back. No, I haven't changed anything. No, the internet is not working. No, it's not blinking red. It's blinking yellow and green. That's the one in the front. The Ethernet cable in the back is not blinking any color. No, all the colors in the back are off. On the, let me say, here it says. Uh, yeah, now they're blinking and now they're not blinking. So this is like, it's coming in and out.
70:00
Speaker 2
the one that is blinking yeah because pet the light on the other front sir on the other side of the router there's a light indicator is it solid red blinking red I guess it's the ethernet cable there's a is that the mr is that the MR20MS [silence]
70:00
Speaker 1
[silence] I gotta, uh, okay. Let me see. Let me see one thing. Let me see one thing. Let me see one thing. Okay, I think, I think I know what the problem is. One second. One second. In one router it says Internet, the other one says Ethernet. Yes, it's no red, ma'am. It's blinking yellow and green. I keep repeating it's the same color. You want me to turn it off and see. And reset it. Okay, let me turn it off and reset it.
71:00
Speaker 2
Yeah, at the front of the router there you can see the word "linksys". Yes.
71:00
Speaker 1
Alright. All right, I plug that in. Now it's blue. But, I have a question for you. It says Ethernet one. Yeah, that says internet. Do I plug it in internet? It goes. To I do Ethernet to internet or Ethernet to ethernet. All right, that's what I did just now. I'll change it from Ethernet to, uh, well, no. I had to plug it in to from Ethernet.
72:00
Speaker 2
Make sure your Ethernet cable from that modem to the Internet, not to the Ethernet. There's a yellow WAN port of that router. [silence] Okay. To do a loopback test, let's do an Internet to ethernet.
72:00
Speaker 1
in the router or in the modem, and then I went in into internet, but now I see that here, the yellow one in the linksys, says, now it's red. Now it's red. It's showing red. Hello? Hello? Okay. Yeah, that's what I did. I plug it in. one. Access the router website. I gotta access the router website. What do you want me?
73:00
Speaker 2
yes. yes, I'm still here. Now, to do a look back test, and connect the ethernet cables, correct? From the internet port of the router to one of its ethernet port. Okay, connect a computer to the router. access the router, web interface. yeah, actually Carla earlier used a desktop or laptop. [silence]
73:00
Speaker 1
oh, my God. Very hard to. All right, so you want me to go back internet to internet or what do you want me to do? look out. Okay. All right, I disconnected. I went from ether to internet and I went back to the yellow one for that. And it's blinking red. What is it showing in the in the Old Daddy sign up or something. He's like sign back in. Go in the internet.
74:00
Speaker 2
Make sure the laptop is connected to the Linksys network. Let's proceed to access the web interface. Make sure the ether net cable, sir, is connected from the internet to ether net port of the router. After that, go to your laptop. Uh, your focus there. Sir, it's supposed to be the ether net cable is connected from the internet port of the router to the ether net port, or one of its ether net port. And once it's connected, [silence]
74:00
Speaker 1
the red interface what is that on the website which hold on man for the router password I gotta get it from the bottom of the router just do the admin okay okay hold on hold on admin okay I'm in there what what now yes problem shooting
75:00
Speaker 2
[silence] Back to web UI, web interface. Ha. Carla accessed that one earlier. [silence] The link to Smart Wi-Fi. [silence] Admin. [silence] We used Admin earlier. Okay, go to Troubleshooting. [silence] And then, [silence] [silence]
75:00
Speaker 1
and then report, okay? I'm in the report. The very bottom, there are no Xs anywhere. None. [silence] Edgar. Yes. Is the internet cable going from the Ethernet to the internet on the router? Ethernet from the modem to the internet on the new router, they're connected perfectly. What about, I'm sorry, ma'am. What is it? What is it that you're trying to say? A loop back? What the hell is a loop back? [silence]
76:00
Speaker 2
Scroll down, on the very bottom check for the port status. Is the ethernet cable really connected from the internet port to the ethernet port? Let me check your loopback test there. No, no, no, the modem is not included with this setup, Carla. We're doing a loopback. Yes, you need to... You need to connect the wired cable to one of...
76:00
Speaker 1
the wiring cable to one of the, okay, just hold on though, just hold on one second. Tell me exactly which device needs exactly what hooked up to it right now. we're not looking anything into the modem right now. Ma'am, I've never heard of a loop back before in my life. So this is new to me. And I'm sure it's going to do something great. Yeah, never heard of it. So, it's new to me. I'm sure it's something great. But, so here's the deal. We need, you're wanting me to first check the router and then put something from the router into the internet into the modem or no? I don't know.
77:00
Speaker 2
the internet port of the router to the internet port of the router to one of its Ethernet ports. Yeah, because we're doing a loopback test. Okay, unplug the Ethernet cable from the modem.
77:00
Speaker 1
Let me ask you, the internet or the ethernet. Let's call it an I cable or an E cable. Disconnect the switch off the internet cable from the modem? The internet cable disconnected from the modem. Internet from the modem. Yes, okay. It's disconnected now. It's disconnected. I, I, I have to apologize, I just have a very difficult time. Hearing you? And yeah. All right, so, is this connected? You want me to unplug it? Yup. Yes. Who and are they both purple? Okay. [silence] It's purple. Okay, you [silence] it and then now let me try to, yeah.
78:00
Speaker 2
you need to connect your wire there are two ends of the ethernet cable right so make sure okay now sir there are two ends of the ethernet cable right so plug yeah plug the other end to the internet port of the router and then plug the other end to one of its ethernet port of the router
78:00
Speaker 1
Right now, the, the Ethernet cable is, the Ethernet cable is completely unplugged from everything. like switch, it switch ends, is that what you're saying? Like, just just flip flip it around. Nevermind. Nevermind, Ma'am. Nevermind. Nevermind. This is uh, way more complicated than the two minutes that they said it was going to take to uh, to do this. I got to be honest with you. Have we, have we figured out yet, if, listen to me for just one second, please. Have we figured out if the Ethernet cable has something wrong with it yet? Have we figured that out yet?
79:00
Speaker 2
ok now connect the other and to the Internet port of your links router. There's only one there's only one internet port of the router. The yellow internet port. yeah because when we try to access the web interface scarlet. [silence]
79:00
Speaker 1
Okay, so we could still possibly have a bad ethernet cable is what you're saying, right? That's the possibility, right? We need to rule that out really quickly because this is a very big... okay, listen, for one moment. We need to rule that out very quickly because this is a huge time waster. We're going to be opening up soon. And we can't be above the bath in like this for very long. We're not in the rag. It's still in red. Before it was like yellow-green. But now it's just completely red. More lights are on. Okay, ma'am. Let's go back. I have a hard time distinguishing between when you're saying internet and ethernet. I just want to say that's why I was saying let's call it I-table and E-table.
80:00
Speaker 2
We're doing a loop back test because there's no X mark indicated on the web interface, which means there's no ethernet cable connected to the router. Yes, that's right. We're doing a look back test because you don't have an extra. But did you connect the ethernet cable to the router?
80:00
Speaker 1
Ethernet is E. Internet is I. Can we do that at least so that we know for sure? I'm sorry? I'm sorry. Ma'am, what did you just say? Ma'am. I sometimes can't tell when you're saying internet and Ethernet. Sometimes I cannot distinguish between the two. I do apologize, but it's hard for me to hear a little bit, okay? Are we talking about their for E port? So the Ether port, right? There's one internet port and multiple Ethernet ports. Okay. I see what you're saying. All right. I'm gonna put it down. Put it down right here. That's by then. The right Oui.
81:00
Speaker 2
on the router. There are four E ports. And there's only I port. Connect the
81:00
Speaker 1
[silence] Okay. Okay. So you're right. There are multiple Ethernet cable ports and there's only one Internet cable port. Okay. Which one are we supposed to be messing with right now ma'am? Connect the other end of the yellow wire cable to the Internet port. the IP port. [silence] So we have one cable but we're only dealing with one cable right now, right? One cable. One yellow cable and that's the cable, um, the Ethernet cable. We're going to take one end of that and put it in to the router, the Linksys router. [silence]
82:00
Speaker 2
Okay, connect the other end of your wired cable to the I port. And then connect the other end of the yellow Ethernet cable or a yellow wired cable to one of your E ports. You have a lot of E ports. Yeah.
82:00
Speaker 1
the Ethernet, the far left Ethernet on the modem. are the far the, you know, the, I think the motor has, has one. yeah, the modem only have you're saying the motor is not involved? boy, this is crazy, I'm, sorry, I just, so I guess I'm stuck in a weird trap here. okay, Ma'am. there's one side of the cable that's supposed to be in the internet on the router. where's the other end of that cable is supposed to be? the e port. on the router.
83:00
Speaker 2
not no modulator my home and he's not involved like a just pressure thing Carla you connect that that in other end at the yes report of the browser we on for report I
83:00
Speaker 1
Okay, so eggers that same cable we need one of those ends to be in the ethernet port on the router and then on the exact same router we need the other end to be in the internet port. Where's carolina? Hold on one moment please, ma'am. [silence] Yeah, I'm still here. I'm sorry. I'm trying to figure out where somebody is right now.
84:00
Speaker 2
Hello. Yes. Okay, so are you still there?
84:00
Speaker 1
So, you're saying on the router with that yellow cord, the yellow Ethernet cord, we're going to put one end in the Internet port and one end on that same router into the Ethernet port, right? So, Kesa is warning both of those ends to be in the router. Only one of the ends goes into the Internet port on the router, on the Linksys, and the other end goes in the Ethernet port on the Linksys. We're not dealing with the modem right now at all, she says. [silence] She's saying this is a Link back thing. I don't know. A loop back, loop back.
85:00
Speaker 2
Okay, so all you need to do Carla is plug the yellow wired cable to the IPORTE of the Links router, to the E-PORTE of the Links router. [silence] Yes, so one of its ethernet ports. [silence] Yes, for the loopback testing. [silence]
85:00
Speaker 1
#transcriber_config(language="en") Okay here so we're trying to see if the ethernet cable is working okay okay he said they're lighting up lighting up green and blinking yellow what's that yeah what did you say okay go to the website okay hold on okay I'm refreshing just gonna be one second hold on Carolina says she's on her way okay yeah okay ma'am I am under the troubleshooting screen and you wanted to refresh you said okay hold on let me go back yeah one second.
86:00
Speaker 2
Yeah, because we need also to check if the port of your router is working. And then once it's done, go to the web interface. Okay, so each... So go to the web interface, Carla. Go to the web. Go to the website. Refresh the website. Yeah, refresh and then... [silence]
86:00
Speaker 1
Okay, you want me to go back under Troubleshooting? Yes? Okay, okay, got reports, I'm going under reports right now. I'm at the end, you want the port, you want the port report? The port report at the bottom, under internet it says there's 1X under 1 GPS, under 1 GB PS, there's an X underneath there. Then there are two X's on the next row. 1X is under the 1Gb per second under line one, and another X is under the 1 GB PS line 4. So we have three X's this time. I'm sorry
87:00
Speaker 2
Yeah, troubleshooting. Status, report, look for ports again, if there's an X mark. Yes. Ports. So, in line with the internet. [silence] Okay, let me just confirm, how many devices are [silence] [silence] making sure that there's only one internet cable connected to the router so that to avoid any [silence]
87:00
Speaker 1
Just the router is connected. Do you have anything else connected, yo, you have a green. I have the other, the other piece, one is. I got a device, I connected to total. Clean. Dutch, I have a hilarious. Huh. The new Linksys router? The new Linksys router, what's plugged in? Toes. Okay. He's got our POS system, our point of sale system. Plug, unplug all the devices except for that one yellow cord that you said. There's one, okay, so that's what you said a minute ago. Under port. Under the port
88:00
Speaker 2
are you sure alright okay? Can we unplug the other devices for proper isolation? [silence] because we're trying to check if there's an X mark now with the internet. [silence] because if there is an X mark in line with the internet and the port 1, [silence] which means the ethernet cable is working, the port of the router is working. [silence] [car sound]
88:00
Speaker 1
Do you unplug the post up already? No. Did you unplug everything except for that yellow cable? We don't want post plugged into anything right now. Okay. I can't unplug. So then I have a gray one. What's the gray one for? Uh Gray one I don't know. So are we supposed to take man? Are we supposed to take every single thing out except for that one?
89:00
Speaker 2
Okay, so let me just confirm. So we already unplugged other devices connected to the router. Your refresh the web page. [silence] Yes. Okay, so let me just confirmed. So we already unplugged other devices connected to the router. You refresh the web page.
89:00
Speaker 1
one Ethernet cable, that one E cable, okay, so take everything out except for where you plugged in the yellow Ethernet to the E cable. So he's got everything else disconnected from there. Okay. Do I do I want to go ahead and refresh my screen? Okay. One second. Let me go back to that. One second. I hope so. I pray that this is been a really long time. I've got to tell you, I would have rather had a company come out and do this at this point. Um, okay, so let me go back to the report. Okay, we don't have anything now under the port. No excess at all. Nothing. Okay, Edgar.
90:00
Speaker 2
yes that we're doing a look back. yeah that we're doing a look back. yes, please. because we're almost there because I'm trying to yeah, isolate because because okay, nothing. now is the internet the yellow wire cable connected to the airport of the router and
90:00
Speaker 1
Yes, as far as just the linksys router goes. The yellow ether, ethernet, the E cable, the yellow one, is it plugged into the internet part? One end of it? Yeah. Ethernet? Okay, only there right now. And now you want me to plug the other end where? Back into the router on, on the ethernet side too, the same cord? Yes? I, how do you- What? Yes. No, no, no. We want to do on the only the router is what we're dealing with right now. So that internet cable, one end goes under internet and one end goes under ethernet right? Internet I, I, has a green light and a yellow blinking. Do you hear that? Do you hear that, ma'am? The door has a blue light. Okay, I'm It's starting to boot out loud on that color right. Okay, give me one second and I'll tell you what the lights look like. The front of the linksys device, the router says it's blue.
91:00
Speaker 2
Yes, yeah, sowan of its eport. Okay. No, I'm sorry. I got to hear what he says.
91:00
Speaker 1
He's busy, he's got something he's trying to do too because we're all very busy doing things. It's like a little bit at this point ridiculous. The port of the modem that Cox said is already fine, that there's nothing wrong with, you're talking about that one? That's really weird. Okay. Because it was it was tested in text and everything too. So I find this strange. Um, how do we, what color the lights are, please, on that thing again, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color, what color. He couldn't hear anything. He said, uh, the corner, the little corner, green and orange on the back. The orange is blue.
92:00
Speaker 2
There is a big possibility of this Carla that the port of your modem is the one that is not functioning. That's why we're trying to test everything. Yes. Yes. The port.
92:00
Speaker 1
[KEEP_UNCERTAIN] linking and then the top of it where it says link this is red. [silence] where's she going to the gas station? Ma'am. Ma'am. I'm sorry what is it you're saying now? I feel like I need to just get a whole new install. I need to hire a different company to just come and have a whole new install. If it's going to be this much trouble I may I should have done that. What are you confirming now, ma'am? Edgar, you want to get down so I can get up there and see what she's asking me about? She's asking me a bunch of questions. Hold on one second, ma'am. Okay. What is it? Uh, let Edgar tell you. He's up there on the ladder. Okay, hold on. So for the router. No, okay, listen. He just, for the router on the far, on the back of it. Okay. The far left, under the ethernet E cable, there is a green light that's solid. And then on the internet, there's an orange and a green solid light. Okay. Now what else?
93:00
Speaker 2
The yellow white Ethernet cable is now connected to the eye port of the router to one of its, e port. Okay. Edgar. Okay, I just need
94:00
Speaker 1
Ma'am. Look, we got to get somewhere with this. This is, this is a bit of a. Me and, I'm getting, I'm getting, I'm trying to get a little bit mad. I have to be honest with you. The same yellow cable. One end of it, we're only talking about the router, the brand new router that we bought from you guys. One end of it is in the internet port, the other end is in the ether, the ethernet port. Like you, you've been saying for the past 30 minutes to do. Listen, what we're doing is not, is not going to go anywhere. So, you know that. It's it here or it here. How the hell? Yeah, I got to be able to process these credit cards. We can't be waiting until next week to get the money. This is, this is like crazy. I'm going to get some other company to deal with this. Because I don't want to be dealing with this. Like, the wires are all crazy up there.
95:00
Speaker 2
and to confirm the wired yellow cable is connected to the I- port of the Zinges router two one of its E- ports. [silence] Yeah. Mhm. Okay, that's good. Go back. Yeah, go back to the web interface. Finally refresh the web interface.
95:00
Speaker 1
I'm, ugh. What can we hope? [silence] It's got all the lights it's supposed to have. I've verified that with tech. It's perfect. [silence] I'm sorry? [silence] I think refreshing the web page, but that's not getting us anywhere. We're getting nowhere with this. Okay? [silence] I'll refresh and refresh and refresh, but it's, we're not getting progress here. [silence] I don't have internet now on my laptop. [silence]
96:00
Speaker 2
yeah, I really apologize, Carla, but this is actually a big help. Because what if the router is actually working and then the modem. port is the one cu cause the problem. Okay, how about this one? How about this one, Carla? Can we go back to the web interface? Can we refresh the web page? Okay, so in line with the internet, where is the X mark now? In line with the internet, where is the X mark? No, no. Go back to the web interface. Troubleshooting ports.
96:00
Speaker 1
The web interface troubleshooting courts, what are you talking about? On, on you're talking about on the website, I was just trying to get back on there. And it's not letting me because I don't have internet now for my laptop. Okay. There's no internet connection now for me to access your web page. That's right, because this is pathetic. Yeah. That's exactly what's going on right now. We have no progress from the time how many hours have been on the phone now? Yeah, nowhere. We got nowhere. I wonder if there's somebody else at your company who can help. The support is too effective. Okay, but so let me ask you this, did you rule out that's it? No internet. Okay. No internet connection. Yeah. We have we've been working on this for XLR we've been working on this for? [silence]
97:00
Speaker 2
Yeah, the websites. Go back to the website. Even if we don't have any internet connection, Carla, we can still access the web interface. With or without. Okay. As what I mentioned earlier, it is actually a big help to verify what is really the problem, cause of the problem. Because there's actually three causing the problem. It is the port of the modem, even if the modem is working, what if the port is actually defective? What if the ethernet cable is the one causing the problem? And how about the port?
97:00
Speaker 1
Sorry. For one moment, just let me speak real quick. Did we rule out that the ethernet meaning the E. Cable is working properly? The E. Cable is definitely working properly, right? Uh huh. Yeah, well, I, we don't have it it now. It's gone. It's I can't access that uh, that network now. It's not, it's not letting me get on the network now. I am on Wi-Fi setting. I'm on Wi-Fi setting. Yeah, I'm already I have to attempt to reconnect. Hi. How are you? And now we're open for business with no no internet again. [silence]
98:00
Speaker 2
Also, we're trying to access the web because we don't know everything right now. That's why we're trying to need to access the web interface to check if there's an x mark now to the internet. Okay. Go to the Wi-Fi settings of your computer. Are you connected to the Wi-Fi name and then Okay, open a browser and then enter 192.168.1.1. And it shows what is this; okay so you have to access the router.
98:00
Speaker 1
I'm sorry, what? Would you please? Hold on. Okay. Do I need to go back? Okay, I'm going back to the troubleshooting page. I'm getting back on there. I'm going back to report. Hold on a second.
99:00
Speaker 2
is it is it to access I would like to set an expectation Carla that even without or with internet connection you can still access the web interface the router settings then scroll down look for ports
99:00
Speaker 1
Hello, hello, hello. Can you hear me? Hello. Yes.
100:00
Speaker 2
Are you still there? [silence] Hello? Hello, Carla, are you still there? Hello? Yes. Now, can we check. We are trying to access the web– [silence]
100:00
Speaker 1
[silence] on the website? Okay. let me see. All right. [silence] Okay, I got [silence] You want me to what refresh? Refresh on the website, right? Refresh. I just did the refresh. It's waiting. Okay. Refresh. I'm way. So yeah, I'm in trouble shooting. It says the status device.
101:00
Speaker 2
were you able to access the link to smart WIFI tool? yeah. Okay. Is that laptop connected to the Wi-Fi name and password of the link this router? yes. Refresh, then click troubleshooting. Yeah. Go to the troubleshooting. Okay, click status report.
101:00
Speaker 1
Report. Okay status report. Pore. Okay right here. Internet. The next mark is online one 1 G BPS. they don't have anything that you can log into your house. Yes. Yes. Yes, I did. Yes, I plug it back in. You want me to unplug it? You want me to plug it in? I don't have an internet cable trans.
102:00
Speaker 2
clicky Portal and then scroll down on the very bottom show look for ports. So in line with the internet, where is the X mark? Okay. How about the one two, three four? Okay, and this is Edgar, right? Did you plug the ethernet cable to the internet port of the router to one of its ethernet ports? Because it might be the the ethernet. Can we use a different ethernet cable? Do you have a different ethernet cable which we can use to look [silence]
102:00
Speaker 1
Well, no, ma'am. I don't have Ethernet. Okay. Okay. All right. I'll try to get an Ethernet cable then. Okay. Okay. I'll do that. Thank you. I'm going to go buy an Ethernet cable and come back. Okay. Bye bye. Yeah, we'll call you back.
103:00
Speaker 2
back test thing? Because it might be that the ethernet cable is causing the problem. The other end of the ethernet cable is defective. Can we try to transfer the ethernet cable to the different port? Yeah, try to use a different ethernet cable because it seems like the ethernet cable is causing the problem. You're welcome. Okay. So just feel free to call us back here and use this ticket number 1392.
103:00