Speaker 1
Hey Ben, um I'm just getting my serial number now I'm doing okay otherwise uh let me put my flash on so I can see this thing uh Do that right? I'm sticking with me here I'll take a picture of the bottom of this. And hope it's not ugly. If it's ugly then
00:00
Speaker 2
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.I'm Van, and I'll help you today. [silence]
00:00
Speaker 1
Second, getting there. All right. Cool. Are you still there, man? Yeah, right. So. Sorry. They're putting a new roof on the house. What's up? Yeah, same thing. Yep. Someone's going to use the restroom. A little active at the house today. Um, I'm getting really slow speed. So, I've checked, um, my provider and they're getting a gig at the, the modem, router, whatever you'd call it. Uh, so that's good. Um,
01:00
Speaker 2
All right. What's the model of your Linksys router? MR 8300 I have you done any changes so far?
02:00
Speaker 1
Anyway, [silence] I went in and looked at everything. Uh it's got the latest firmware already in it. I, I, haven't changed it. Um, I've, was shocked at all the old connections that were made to it, but, you know, 95% of the people that had logged in are not connected now. Um, TVs are off. You know, so devices connected are fairly low, you know, a couple cell phones. And my laptop. Cable. [silence] Um, you're talking from the [silence] internet then. Is that what you're saying? [silence] I'm using, I mean, use my computer. I'm using the internet.
03:00
Speaker 2
Any changes or troubleshooting to the linkist router? I see. You and may also know what's the ethernet cable that you're using Is it a cat five, cat 5e or a cat six ethernet cable?
03:00
Speaker 1
I need to run, the internet provider to the Linksys router. I believe it's cat five. That's the only name that sticks in my head. How am I going to know that? All right. Right here. let me see if I'm going to put the phone in the dark over here. I need to disconnect the router to look at it closer. One second. Let me turn my flashlight on my phone. Let's see if she gets some light on things. All right. Uh When go in the SSL.
04:00
Speaker 2
Yes, it should also be within the cable itself. There's a label to it.
04:00
Speaker 1
Parts the i have reading you xtl X t i something like that. Where do I'm looking right at the connection. Uh along. Oh it's along the wire. Okay. Components by something patch cable. Um see, I've got to do. Well, I've got two colors. Who is I'm looking at the one that goes in the internet hole on the back of
05:00
Speaker 2
It doesn't say anything.
05:00
Speaker 1
router? Does that make sense? It would be yellow and it says 26 AWG and there's PRS 26 AWG just rattling off E354598. I think it's a gig and yeah
06:00
Speaker 2
So, if you mentioned your internet subscription is one gigabit per second, or 1 Gbps, [silence] all right. Because if you only have a cat 5 ethernet cable, a cat 5 ethernet cable can only provide 100 megabit per second at its maximum capacity. You might need to upgrade with either a cat 5E, or a cat 6 ethernet cable instead.
06:00
Speaker 1
five e does that help yes is that the good one correct let me
07:00
Speaker 2
For your matic 300. that you have. As you mentioned, you've already double checked your Linksys router. The firmware seems to be up to date and there's not a lot of devices connected to the router as well, which completely isolates any kind of problems within inside the router. if if you can double check or re-confirm that if it's just a cat 5 cable, that's the time you need to consider getting a different ethernet cable instead. Yes, a cat 5e and, I'm sorry, you have a cat 5e right now? All right. So you have a cat 5e connected to your Linksys router and to the modem. All right. So if it's a cat 5E.
07:00
Speaker 1
Out of the yellow, out of the yellow. Out of the internet. whole connection on the router is the cat five E. let me trace it back to where it's going. I just want to make sure. I think it's right. uh, yellow. So I look at the back of my provider's box. should be. I mean it should be going into the right. and that's going into the back of the provider's box. There's a blue, there's a blue cable coming out of the Wi-Fi router. um and I don't even know where the hell that goes, but it why would that be? out of the other hole which says Ethernet 3, Ethernet 2.
08:00
Speaker 2
E cable, uh-huh. Hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm.
08:00
Speaker 1
There's a blue wire connected to the back of the router. Does any of that even matter? It's it where this says, does any of that matter? I don't know where this goes. This says, this also says cat five E coming out of the you know, there's one, two, three, four, five holes. This comes out of um two those came three uh out of the third hole, let's call three above Ethernet. Where does this go? It just goes nowhere. I could use this. I think I could run this directly is what it is. Does that make sense? Mhm. This is this is for running. This is yeah, that's information you probably don't need. That it looks like I must have plugged that in at one point to run directly to my computer. I have this weird Ethernet whole thing on my modem and this weird blue wire thing that came out of the side of my modem that had anything to do with this. I haven't plugged that in in several days and it looks like, um, even though I have this weird configuration here what I need to do is just reconnect it. So like I said the modem, the weird blue thing and I guess I'll just kind of go through and reconnect you know right now. Uh if you could dial it for this one thing. It's going to be $25. That's everything.
09:00
Speaker 2
All right. All right. All right. Thank you. I see. All right. Thank you so much for that one.
09:00
Speaker 1
[silence] [laughter] directly off the Wi-Fi router without Wi-Fi. Does that make sense? [silence] Uh it's been three years if I have called on this issue. First time. Have I called in the past? I don't know. [laughter] Sure. Dan Pritchard. P as in Paul R-I-T-C-H-A-R-D. Uh [laughter] D. Pritchard. Same spelling. first first initial D Dan at gmail.com.
10:00
Speaker 2
Yes. All right. So once again, thank you so much for that one before anything else may I ask, is this your first time calling? All right. Since this is considered, since this is considered that's your first time calling, I'll just have to gather some quick information so I can create a record. Can I have your first and last name? Thank you so much. And what about the email address? Thank you so much.
10:00
Speaker 1
Yep. That is correct. Sure. Just took a picture of it. I'm ready for hang on. Serial number 29V, as in Victor, 10M, as in Mary, 29900331. Yep. It is uh, spectrum.
11:00
Speaker 2
and the phone number that you're currently calling is it? 2 3 4 5 6 7 9 6 5 3. Can you provide me the serial number of your MR 8 300? Thank you so much. [silence] two nine Victor, one zero Mary, 29900311. Lastly, maybe, "internet service provider." [silence] Spectrum. all right. You're all set.
11:00
Speaker 1
Two questions. I checked. I, you know, I poked around. And the other one am I using a laptop? What did you ask? I'm on a laptop. Yep. Oh, it was on my laptop and it's still open. I'm open to... I'm logged into the link sys page. The current... what? Okay. Um... H.
12:00
Speaker 2
you mentioned that you tried checking the linksys router in terms of its settings and all those configurations were you using a laptop computer or a cell phone when you checked your linksys router settings was it on a laptop or a mobile device all right.
12:00
Speaker 1
What tab is that under? I'm in connectivity basic gotcha. it Gotcha, correct.Up to date it says. I had checked for updates, as I said earlier. one dot one dot pardon me? Current version? Correct, I'll start over. one dot one dot one zero dot two one zero one eight six. Okay. I didn't have nine seven one three eight four in my pocket. And if you think it was all one night or magic, it wasn't. requires tons of hard work. And, you know, just do it. Tell us, where did you get that passion from? follow. So, I'm back in the list. I, I hit the upper left and I went to device list, so that's not where I want to be. How do I get to where you want me to be? Okay. I didn't close it. I. Okay. troubleshooting. I did that and it wanted, yeah. All right, gives me a bunch of stuff. Okay. What do you need? Status report. Click on report. Okay. Okay. I'm there. [silence]
13:00
Speaker 2
So you close when you close your connectivity, page, go to troubleshooting. In troubleshooting under status, there's also report. Click on report. Scroll down at the very bottom where you can see boxes or a table. Now, it says support, where is the x mark?
14:00
Speaker 1
under one gigabyte per second, okay. New tab, internet like browser tab, okay. Okay. Go ahead. Stats, S T A T S or stats.com, S, A, S, T or stats.com. Saast, not fast. I'm, can't be reached. Did I do the right thing?
15:00
Speaker 2
All right. Thank you so much. Can you open a new tab? On your new tab, try using, yes, the browser tab. Try searching fast.com. And what will be the result on fast.com. F-A-S-T, fast like the flash. Once again, it's fast.com, Frank Apple Science Incorporated.
15:00
Speaker 1
Ah, fast.com. All right. It is uh pulling 75 just same as what I did with the speed test. You know, Ourgla or whatever it's called, Ourgla. Uh, uh, 75, yes. I, no, I don't think I have that. Yeah, not on this unit. Um, no, no, it's modern.
16:00
Speaker 2
All right. Are you able to wire your laptop directly to the modem instead. [silence] Your laptop doesn't have an ethernet port to confirm? I see. It's a modern one because in the [silence]
16:00
Speaker 1
[silence] yeah sure I get it well okay
17:00
Speaker 2
This case. We have two troubleshooting steps left to at least try and do some some changes. The first one, and the quickest one to confirm if the unit really is getting one gigabit is to wire the laptop directly to the modem. The purpose of that one is so that your laptop while wired to the modem can test if it's getting one gigabit or at least near that one gigabit connection by testing either on the ULA as you mentioned or through fast.com. If it's getting those kinds of numbers, we can easily rule out it's not a modem issue. As you mentioned, you've already spoken with your Internet provider as well. But this is just to reconfirm. The second one is to trouble the second one is to troubleshoot with your Linksys router. Since everything checks out in terms of the firmware as well as other minor changes that needs to be done, we might need to consider doing a complete factory reset on your Linksys router.
17:00
Speaker 1
which I, I love doing factory resets, but I was wondering what, what am I going to lose, pretty much everything I got to do. Yeah, okay, the other people. Yeah. um, got it. um, got it. um, got it. um, let me, can you just hold for a minute? I I've got another laptop in the other room, uh, that might have a cat five sort of connection.
18:00
Speaker 2
Yes. So, if you're going to perform a complete factory reset, naturally, all devices connected to the router will get disconnected. But if you just set it back up to the same wifi name, same wifi password, spelling and everything, by theory, they should automatically reconnect on their own. Go ahead. Yes. Go ahead.
18:00
Speaker 1
Yeah. Yeah, I'm looking and it this is pretty. Yeah, I figure it's, yeah, it's run its course as far as warranty. But let's clean it out. I, I, sorry, I don't have ability to connect directly with this other laptop either.
19:00
Speaker 2
No worries there. If you're wondering how old the Linksys router is, based on its serial number, it's currently around seven years old, so age might also be a factor as to why you're receiving some slow internet connection. We can still try to perform a factory reset, but since this is on the age side, please expect that it might not get like one gigabyte or at least it will get near that number at the very most.
20:00
Speaker 1
Least we can. I should, use a new password. Okay.
21:00
Speaker 2
just to confirm, since we're going to factory reset, you're not going to use your old setup, like the old wi-fi name and password, but you'd like to start anew. So, for example, your wi-fi right now is Darth Vader and a password, for example, is 1, 2, 3, 4, you don't want to set it back up that same way, but instead you'd like to have a new one? All right, to perform a factory reset, we have two ways. The first one is by holding the reset button on the Linksys device itself for 30 seconds. Another way is to the Linksys page. Just go to diagnostics while still in troubleshooting. Once you're in diagnostics, on [silence].
21:00
Speaker 1
Yes. Okay, then, um, I just want to be clear on the username password that I'm going in all new stuff, correct. And right now it's Dan's Wi-Fi. Is that what you're saying? Oh. Yeah.
22:00
Speaker 2
You have two options. You can recycle the current Wi-Fi name and password, or if you'd like, you can start fresh and have a different Wi-Fi name and password. No, it's just an example. So, you mentioned you have some devices that you don't know what devices they are. Like, it's not your brother's, it's not your friend's. So, if you want to remove them completely, the best option is to have a new Wi-Fi name and password.
22:00
Speaker 1
Yep. then that's fine. They can, yep. But I will be putting in a new Wi-Fi network name, new password, um, admin password. And then after that, when I need to set it up and for each network setup, um, I can set a new password for guests and things like that. That's something I do on my own. Is that correct? Okay, all right. I, it's, it's been a while, so I'm trying to remember. Okay, so, till I hit the reset. Let's get things going here. Factory reset. and then you're
23:00
Speaker 2
Yes. Uh if you're wondering where you can set it back up, it's all in the linksys page, so you don't need to worry. I see. Yes, go ahead. [silence]
23:00
Speaker 1
And if all else fails, I have a hotspot on my cell phone, router reboot, the router is rebooting. Just okay. Okay. Basically, I'm digging into why, because I had a hard time opening my pages this morning over in the guest house. So, [silence] It's blinking. One second. Just second. [silence] Huh, there it is. I'm spinning around. I don't see any light. or this. It's blinking blue. It looks like blue. Uhm, it's blinking. [silence] Uh, there. [silence] Staring right at it, man. One second. All right.
24:00
Speaker 2
what's the light on your link router? [ silence ] blinking blue. all right. right now it's currently rebooting. so tell me if that light stops. do you also have a pen and paper so I can provide you your ticket number? [ silence ] thanks a lot! you are welcome. have a great day! you too.
25:00
Speaker 1
Stand on me. What was before five two? six one five two. LTS 0013 6152. all right. Now I've got a red light. solid. [silence]
26:00
Speaker 2
your ticket number, which serves as your reference is L like LIMA, T like Tango, S like Siera 0013 6152. Six one five two. Yes, that's this one. [silence] What's the light? Red light. All right. To set back up your Linksys Router, we're going to be doing it the fastest way possible. It's what we call the five press method. [silence] You know, you're going to press release wait a second, [silence] press release wait a second five times on the reset button of your Linksys Router.
26:00
Speaker 1
One second. This I gotta find it. it's sitting on top of a cabinet collecting dust. let me put my eyeglasses on. All right. USB three, I see an oh, looking for a reset. oh, I see it under that. Let me get a pointy thing. All right, so press, run that by me again. What am I doing? All right then.
27:00
Speaker 2
Press release, wait a second, press release, wait a second, five times on the reset button.
27:00
Speaker 1
Two, three, that's four, five times. whoops uh blinking red okay what do we hope it will be uh will it be blue solid or just nothing gotcha come on blue
28:00
Speaker 2
after you did the five press what's happening on the light now wait for three to four minutes until that blinking red light stops yes if it's back and working the light should be solid blue right now since we did the five press method
28:00
Speaker 1
Mm-hmm. Whoops. To me, it seems dark because that blue is it looks solid blue. Can that stop? Woo. Oops. Yep. It looked like it blinked once but uh it's solid blue. Yeah, it looks solid solid blue. Oh God, I gotta get up there again. Okay. [silence]
29:00
Speaker 2
it's currently doing an automatic configuration setup mode. It's setting itself up for you. going to the new linksys setup.What's the light right now? Solid blue. All right. So since we did the five press method, it's currently using an automatic, I'm sorry, it's currently using its default Wi-Fi name and Wi-Fi password. So you need to connect your laptop to the Wi-Fi name.belop or linkss setup. If you need the password, the password is underneath your linkss router.
29:00
Speaker 1
Available. Links has set up E2B. Hit connect. Connect. And let me I have to pull up the photo I took with the password, which is here. Sorry, the guy's on the roof or knocking on my door. I think. No, someone's knocking. Nope, they're just hammering. Uh enter password. Here we go. 1871, FM. Oh, [silence]
30:00
Speaker 2
Mm-hmm. What's the number right now? 120 Mbps. So you're currently getting much more improved connection to what it was.
31:00
Speaker 1
[silence] Yeah, yeah. I'll do that. I think I have an old, old, old one hanging around here. Who has those anymore? Okay. And
32:00
Speaker 2
Yes. So, in this case, since you're currently getting around 100 and 20 Mb's , Mbps per second after we did the factory reset. If it's possible after the call, please try and test out your modem as well if you can borrow or secure a laptop that can do wired connection. But you can just do it later on. All right. So, all that's left, all that's left to do right now is to personalize your Linksys wifi. Just go back to the Linksys page to what you referenced earlier, so you can go back to the Linksys Smart wifi page. So, enter it, search myrouter.local.
32:00
Speaker 1
brought down the Linksys app my router slash local O.K. I have used an IP address before all right it brings me O.K. yep always best to manage download the Linksys app for set up do I need to do that? two phones there's yeah yes it looks like it's
33:00
Speaker 2
Alright, just click on one of the phones. Tell me where it would take you.
33:00
Speaker 1
It takes me to smart Wi-Fi sign in. A D M I N. Sign in. Okay, I'm not gonna save it. Thanks. I am. Nothing around. Wi-Fi settings. Okay. It's spinning. spinning. Yep. Got it, it is.
34:00
Speaker 2
All right. Can you try putting in admin first? A-D-M-I-N all lower case. Are you now back to the Linksys page? All right. [silence] Now, to personalize your Linksys Wi-Fi, just go to Wi-Fi settings. [silence] Once you're in Wi-Fi settings, all right, once it's all populated, please make sure to put the security mode to WA0 personal. The reason for that one is so that devices won't have a hard time connecting to your Wi-Fi.
34:00
Speaker 1
Okay, that's done. Um, Mhm. Okay. Gee, why do we, why do we want our? on our Wi-Fi name. I don't know. Okay. That's okay. And and password. All right. Wi-Fi mode mixed. Apply. Changing. Will to disconnect all devices included. To you want to continue. Yes. applying changes. Your router is uping changes.
35:00
Speaker 2
Now, all that's left for you to do is just change your Wi-Fi name and password to the one that you'd like to have. And once you're done, click apply. [silence]
35:00
Speaker 2
I see. The router. Yes, that is correct. I'm sorry. What was it? I see. okay, I, it's a Linksys E4200. I see. Uhm, what's the color of the light on your Linksys router? [silence]
36:00
Speaker 1
Oh, one second. Solid blue. Solid blue. Find my- Well, it's spinning on the same page as my wifi name. Ah. Okay. Let's see. Yes, it is. Okay. Connect automatically. Enter password.
38:00
Speaker 2
Can you double check on your Wi Fi settings? uh can you double check on your Wi Fi settings or Wi Fi list? If your new Wi Fi name is showing up. Not the Linksys page, but rather just on your laptop's Wi Fi settings or Wi Fi list. Is your new Wi Fi showing up? All right. So if it's now showing up, try connecting your laptop to that new Wi Fi name.
38:00
Speaker 1
Next. This other one is still spinning. It says connected and secured. Um, this other thing continues to spin and say waiting. Nope, nope. Just went away. Then, so I'm good. It, it stopped spinning when it connected. because of it. All right. Uh, Ben, you've been great. Thank you so much. Where are you located, by the way? Got it. Okay. Good connection.
39:00
Speaker 2
You can try refreshing your lynxis page. I see. All right. So for now we've already done all troubleshooting that needs to be done. All that's left for you to do is just observe for observe the changes for the next 24 hours. In the meantime, if you can secure the laptop that can do wired connection, try and compare your lynx router with the modem as well. That's it for now. I am located in the Philippines.
39:00
Speaker 1
Jen, did a good job and I think we're done here. I'm sure I'll be looking up all sortss of things on how to how to screw this up again. Thank you. Yeah, on on that, what would my expectations be? I know you're going to lose something for Wi-Fi, you know, when you're not connected directly. Should I expect to get half a gig? On a device versus? Yeah, that's
40:00
Speaker 2
I see. All right. Uh, once again, also pleased to consider upgrading or getting a new model since the current one is rather on the older side. Uh, that's for our advice. Yes. Yes. It's what we call a half duplex connection which at the bare minimum you'd get either 500 or 400 at the lowest, and at the best connection, it should be around 500. [silence]
40:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Okay, that's how they list them in choices. They'll say, they'll say 300 plus or, you know. The what do they promise you? They don't. They they say. This old one that I have. What what do they say it is worth as far as expectations? Half? No, but on this old one, on the one I currently have. This um. Yeah, well, how come it how come it dies? Yeah.
41:00
Speaker 2
I see. Yes. Expectation is it should give you half. Yes, with your old one, it should also give you half. Right now, for that one, we really can't provide. [silence] Because if you're gonna be using the 8.9, that speed is going to drop. All right. So you're using the Cisco 892? And your cards look like they're currently maxing out and 300. So that's just the best you're gonna get off this because uh says is well so their max speed isn't 200, and 206 so because of their limit and your limit that's why right now just based on your age on these three the Tower and [silence]
41:00
Speaker 2
We do not use a definitive answer, since currently we cannot test the modem. Only the modem can provide us a clear answer for it. [silence] That's why we need a wired connection to test it fully. [silence] Yes. Uh-huh. [silence] it's just its overall performance. All devices, doesn't matter if it's a router or a cell phone, or television, as they age, the performance gradually slows down as well. [silence] So, in terms of performancs, just like on the router, in terms of performance, its wifi capacity slows down. So, as we expect we should get 500, it might be 400 now due to its [silence]
42:00
Speaker 1
Yeah. All right, Well, let me get my booster hooked up and I'll get back to work. Man, I appreciate it. Thank you so much. Bye-bye.
43:00
Speaker 2
All right. Thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now. Right channel only done. [silence]
43:00