Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Hello, thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
I'm having an issue with the Linksys router I have it won't talk to the modem, so I'm not like, I know that the internet signal is good, but for some reason the router won't receive it. Yes. Well, I have the one router and then the um several nodes connected to it. Correct. Yes. Yeah. [silence]
01:00
Speaker 2
Mhm. Got this one. Sir, and I do apologize for the inconvenience. Uh to proceed, may I know how many links this routers do you have? I see. So the light on the main node or parent node is currently showing solid red. That correct? Uh huh. Got that one. Um, I have the serial number of this parent node. Please?
01:00
Speaker 1
[KEEP_UNCERTAIN] When the internet's out, the app just tells me it has no connection. I'm like, trying to, is the serial number on the bottom of the node? Okay. Okay. Hold on a second. I need to find Google to read it.
02:00
Speaker 2
Yes, the device itself. No worry, sir.
02:00
Speaker 1
[silence] yeah, I'm just, sorry, I'm just getting the stuff here.
03:00
Speaker 2
You're welcome. help. Hello sir, how is it going there? Oh, no worries, sir, and just take your time.
03:00
Speaker 1
[silence] all script start is 59 A, 1, I think that's zero. Uh M2, B,B,002,77. No, Bravo, Delta 002,77. Yeah.
04:00
Speaker 2
598. alpha, 10. M for mike, 2. Bravo. Bravo. 0-0277.
04:00
Speaker 1
M, D, E, 7,000, Robert Forbes, F O R B E S. Robert Davis, D A V I S. Forbes, F O R B E S. E-mail.com. [silence]
05:00
Speaker 2
It may also have the model number of this main note. M B E 7700, all right. All right, and in order for me to create a check here, may I have your first and last name? I'm sorry. How do you spell your last name, sir? All right. Thank you so much for that one. And what about your email address? All right. Thank you so much for that one. And last thing, who's your internet service provider?
05:00
Speaker 1
So, yeah. So, here's here's the thing that here's a little more information which might help. Um, the internet service was disconnected yesterday. Uh, very briefly. Uh, and it was then reconnected and when it was reconnected, um, the router stopped working. So I'm looking at the ONT box and I can see that the LAN and optical lines are solid. And I've tried unplugging the the parent node, uh, both ethernet and power and waiting and then plugging them back in. I've tried unplugging the ONT, it's like the ONT plus modem box from Frontier. I've tried unpluggin. I'm plugging that. I'm plugging it back in. I'm still just not getting a signal. I realize on the bottom of this parent node, there's a reset button. Is that something I should try? What I did is unplug it. Wait, and then plug it back in. It's just never worked since I got it. A computer that can be wired to the ONT. Yeah, give me one second. [silence]
06:00
Speaker 2
Mm-hmm. Yeah. I assume you have already rebooted the parent node prior calling us. Is that correct? Like turned off and on the parent node? [silence] I see. Yeah. For this one sir, since you mentioned that you have already rebooted or restarted the parent node. Yeah. We can go to reset and reconfigure this system. However, before we start sir, do you have a computer that can be wired directly to this ONT? Yes, sir. Alright.
07:00
Speaker 2
No worry sir. Yeah, that's actually fine. Sir so that standard now a day for the newer laptops. And no worry. Let's try now to reset this parent node. So for reset sir kindly wait are you ready to reset the parent node? Are you ready to reset the parent node sir? Because I'm going to like tell you now the instruction and then how to reset the parent node All right so for
08:00
Speaker 1
all right bring it all plugged in okay okay so it's on and plugged in so hold reset press and hold the light yeah it's plugged in and it's solid red okay
09:00
Speaker 2
or reset kindly press and hold press the reset button and do not release it until you see the solid blue light sir make sure the parent node is turned on as well. When for now, wait for the-ah yeah, for now sir, we will wait for the light on this apparent node to turn to solid red since we just replugged it to the power outlet so because it could be a possible that the node is still booting up and once we do the reset yeah it will not process as it should so right now let's just wait for the light on this node to return to solid red. Oh, if that's the case, yes sir, you may now press and hold the reset button.
09:00
Speaker 1
so now it's flashing red now it's off should I let go of the button? OK up, now it's solid blue OK [silence] yes, I'm here, so now it's flashing blue
10:00
Speaker 2
This is the Slick Sol elnöker and again do not really yeah, let's wait for the not yet sir. Let's wait for the solid blue light. That's great. You may now release the reset button. Thank you. And yeah, for this one, we will just wait for the light on this node to turn to solid blue if that indicates that it is already on setup mode. Uh hello sir.
10:00
Speaker 1
Six total. Um, I don't think, I don't know if they all have the same model now. Um, because I bought this one as the parent node and some of them were the, uh, so I, I'd have to go look and see. I can't remember. And, uh, I can tell on the app, but the app is for some reason. Why is that? It's weird. Like the, um, the app won't let me go back to, just the normal app. Like when I open the app, it goes, it says getting route and settings. [silence]
11:00
Speaker 2
Uh-huh. And I really do apologize sir. How many nodes again do you have in total? Six total. All right. And all nodes have the same model. Is that correct? Or only the... I see. Oh yeah. No worries for that one sir. So for now, let's just focus on reconnecting the parent node to the internet for now. Uh-huh. Uh-huh. Uh-huh.
11:00
Speaker 1
Yeah, if I could access the app I could tell you. Yeah. Uh, it's, I don't know, it's been a year maybe. Something like that. [silence]
12:00
Speaker 2
Yeah, the, yeah, the one of the reasons for that one, sir. Uh, it could be possible that your phone is no longer connected to the parents node network. And the other... Yeah, so... Yeah. Yes, sir. So, yeah, that might be the reason why. And by the way, sir, I know how long you have been using this parent note. I see. I see. Got that one, sir. No worries. All right. So actually, sir, this parent node has a three-year hardware warranty. So, like you mentioned that you just using, I have been using it for like a year now, so...
12:00
Speaker 1
let me see if I can hold on pace okay yeah no I bought it directly from Lynx yes uh here I've got it okay I was wrong it was May 21st 2024 MBE no the what I bought was the MBE 7001 Wi-Fi 7 router why is this one a 7000 [silence] Yeah.
13:00
Speaker 2
So in the future, sir, like uh, for example, if this node has been deemed defective, uh we really need to have a copy of the receipt for us to validate the warranty status of this particular welcome back sir, yeah and was this node also purchased like from amazon? oh you alright got that one sir, uh huh, yes sir, so just yeah as uh new mba 7000 is like the same as the uh uh velo 7
13:00
Speaker 1
okay, I'm just looking at the, yeah, my purchase receipt. What I bought was the MBE 7001 tri-band mesh, Wi-Fi 7 router. So that's the skew. So, okay. So that's what I have. Okay. Even though the number is different. Yeah, I'll give you that order number if it helps. Yes.
14:00
Speaker 2
So the NBA 7000 is like an SQ for this specific note. So just to confirm, Sir. Yeah. So that's the one. That's great. So. All right. Yeah. Yes, sir. Uh, yeah. Yeah. You can actually send the copy of the receipt or the order ticket early later on, follow on, sir. So for now, uh, what's the light on the parent node. Has already gone to solid blue. Okay. Great. So let's try to reconfigure this parent node using the Fibpress setup method, okay. So on the
14:00
Speaker 1
Okay. Okay, starting out. Let's go. 1, 2, 3, 4, 5. Okay. Yeah, it's like a white, it's like a white light that's flashing. Okay.
15:00
Speaker 2
Current node, kindly press the reset button five times within five seconds. So it's like pressed, release. Pressed, release. Pressed, release. Five times. Thank you. All right, and what's the light now on? That's great to know. That means, sir, that this parent node is now trying to connect to your modem. So, for now, we will observe its light for two to three minutes. [ Silence ] Thank you. And while observing the light on this parent node, I will be sending you an e-mail. And once you receive the e-mail. Sir, just replied to my e-mail with the copy of the receipt attached, okay?
15:00
Speaker 1
Is it uh let's see here. What I have is an email receipt. So it's going to be hard for me to attach it as a copy, but I can easily forward it to you. Okay. That's fine. All right. So now the light stopped flashing white and it turned to solid red. All right. Thank you.
16:00
Speaker 2
all right thank you so much got that one sir and don't worry we will wait for another two to three minutes just to make sure Hello, sir. Just to confirm, the light on the current node is still showing a solid red color, correct? Correct. I see. Got that one. So we will wait for another 30 seconds or a minute. However, if the SHIB persists, we will reboot or restart the modem, which is the one C. Okay. All right, thank you. And also, just to confirm, the Ethernet cable connection.
16:00
Speaker 1
Can you say that again? Yes. Okay. My L&T. Let's see here. You're talking about out, not in? Yes. Uh, yeah, because I have the optical line coming in and then I see, um, that's hard to see. I see multiple ports, but I'm just trying to see if those are all land ports. Um, it's hard to tell.
18:00
Speaker 2
connecting from your ONC is plugging to the Internet port on this port, correct? Uh, is the Ethernet cable coming from your modem or ONC currently plugging to the Internet or the WAN port on this parent node? Okay, great. And by the way, sir, how many LAN ports or how many ports does your ONC have? Yeah, the LAN port. Your modem.
18:00
Speaker 1
Okay, give me one second. Okay, the model number is F-R-G, F-R-G-2222. [silence] [silence] [silence] No. No. It's plugged into the red or orange one. Yeah. Yeah, yeah. Okay, on the OIT. Okay. [silence]
19:00
Speaker 2
That port that has a black collar. Not the orange one. Mm-hmm. asked of the red one. All right. And before this parent node was plug into that port, like why it was sorry, that that it was working fine before, correct? All right, got that one. And if the light on the parent node is still showing solid red, Uh, yeah, try to reboot or restart the ONC and then let's observe again, that light on the parent node. So for restart or reboot, you may simply unplug and replug the power cord from the power outlet. All right, yes, sir. That's correct.
20:00
Speaker 1
Okay, just wait a second here before plugging it in. Okay. All right, it's booting up. okay yeah the land land optical land light is solid okay
21:00
Speaker 2
Okay. Okay. Uh huh. All right. Thanks so much for that. [silence] And yeah, for this parent node, we will observe, again, its light for another 2 to 3 minutes. And hopefully it will turn to solid white.
22:00
Speaker 1
so I do what now? yeah give me one second. [silence] disturb set up 777.
23:00
Speaker 2
Yes, sir. So, kindly connect your computer to the network and the default password is labeled on the parent node. Yeah, I really do apologize for that monster. So yeah, you really need to use some magnifying glass or take a photo of it. Yeah.
24:00
Speaker 1
uh says no internet says i'm connected yes yes uh
26:00
Speaker 2
All right, got that one. And also the light on the parent node is still showing solid red, correct? So regarding with this one, sir, rest assured that we have successfully reconfigured the parent node. However, it cannot detect any internet connection coming from the ONT. However, we will access the web user sorry we will access the web user interface of the parent node and then try to press the release and renew on the IP address.
26:00
Speaker 1
Hold on a second. Uh, sorry. I just doesn't remember what port it had been on. Give me a second. My wife is saying she might of switched the ethernet cable from one port to the other on the ONT. So I just tried switching it from red to green or red to black. Which one is it supposed to be plugged into?
27:00
Speaker 2
However, sir, if the issue persists, even though we already tried that wonder, I really do apologize, sir, but we might need really to contact again your internet service provider and have them check if their device is as an active internet connection. Uh huh. I see. I see. No worries, sir. And mm-hmm, got that wonder, just it. A-ha. Uh, I really do apologize for that wonder, sir, but I'm not.
27:00
Speaker 1
yeah I got you what about one of you. oh stop don't touch me. all right now the light is solid white. yes that's correct. so let me see if I can get on the internet now. that would be cool. thanks for telling me that. you're nice. I did. okay. thank you. thank you. thank you.
28:00
Speaker 2
Technically trained for their device. However, usually it should be on the parent node, is that correct? Oh, that that's great to know. So, yeah, it could not the issue is really on the yeah on the port on that. Yes, on your computer since your yeah. Yes. Yeah. Thank you so much for your support.
28:00