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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] Thank you for calling Linksys Technical Support. My name is Ellie. How can I help you?
00:00
Speaker 1
Hi. So we had an outage with our satellite internet for it was down for a couple of days. It came back up and we've been having issues with connecting the router now. Um it keeps it it's just like it won't it will not connect to the um the modem. And we've already checked with the internet provider and we do have internet out here so it has to be the router. Um I've had issues resetting it. It it it pops up green and then it goes back red. So I don't know like I've tried to hard restart it just will not do it. Yes. Yes. Red. Solid red yes. [silence]
01:00
Speaker 2
I can't really. Okay, I see. So this routers are working before, right before the outage happened. And right now, what is the LED light coming from the main router? It's solid, right? And how many of
01:00
Speaker 1
Speaker 1: five. Speaker 2: Okay. Um, the, what there's nothing says model number. It says name, password, recovery key, serial number, MAC address. Speaker 1: Okay. Speaker 2: Uh, two five F as in Frank, 10604819721 who is it? Is that what you're asking me?
02:00
Speaker 2
how many linksys routers do you have, ma'am, in total, okay, uh, ma'am, can you give me the model number and the serial number of your main linksys router? How about you give me the serial number now? Okay. Um, okay. And who's your internet service provider, by the way, ma'am? yeah, who is your internet
02:00
Speaker 2
I'm OK, thank you so much. And uh, your email address please? Okay. Give me one moment. Did you try resetting the router, ma'am, by the way? Mhm. Did you try
04:00
Speaker 1
replug that, I've done everything. What do you mean? Is it, it on top of the reset button? So, the reset button is on the bottom of the pod, uh, of the router pod, and the, on the ethernet cut, uh, uh, is connected to the top port? Yes. It's, it, yeah. Mmhm. Yes, it it's, it's connected to the correct port. [silence]
05:00
Speaker 2
Oh I see. and can you also please confirm if the ethernet cable that is running from the main router directly to to its internet source is it on on top of the reset button. [ silence ][ silence ] [ silence ] yes and. [ silence ] cable. [ silence ] okay thank you so much for that one cuz there And, guys, that's actually I mean, but it uh that's actually the best way where the cocoa the cage should be all connected. OK. Thank you so much. [silence] thank you so much. OK. um, Ma'am, I did check everything here right after creating the record. So as per checking this router is already out of warranty. So just to set the proper expectation for this one, Ma'am. If the router is already out of warranty, the free technical support over the phone will no longer be available. But there are options. So the first option here, Ma'am, is that you can visit the official website of Linksys and take advantage with the.
05:00
Speaker 1
Okay. Okay, so, so, so let me, let me, let me ask you something. I cannot even log on to the account and create an account and and try to um troubleshoot it myself because it's telling me that I need to call in. So, like, you know what I mean? Like what, what am I supposed to do if, if I'm trying to troubleshoot it at my end and it's and your app is telling me that I need to call you guys, then how do I override that?
07:00
Speaker 2
my router, and then it will give you some troubleshooting steps. The second one is the paid connect service that will last for an hour.
08:00