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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thanks for calling Linksys technical support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
activate one of your routers. And my ISP checked everything out on their end and they said maybe the problem there's on your end. So what about that? No, it's the first time. My other one, it quit, I think. I see. My other one stopped working, so I bought this one hearings. Okay. Hang on. All right.
01:00
Speaker 2
Sir, let me just confirm, by means of activating a router, is this the first time you are going to use the router, or it was working fine before? [silence] Okay. You just recently purchased the device? I'm sorry. Okay, so you recently purchased a new device. May I know your serial number for the LinkSti, please?
01:00
Speaker 1
[silence] No, [ silence ] 5 9 C 0 0. Yes, Ed. [ silence ] Ed.
02:00
Speaker 2
Let me confirm. So if I got it correctly. It's 38D Delta 10M Mary 590717 59C 00717. uh sir when and where did you pitch?
02:00
Speaker 1
Well, over the internet, probably through Amazon. No. Uh, I've had this unit, uh, oh for months. I just never got around to installing it yet. Uh, I couldn't tell you but it's been three, four months at least.
03:00
Speaker 2
Amazon, do you still have a copy of the receipt? Hmm. Uh, when did you purchase the device, sir? Ooh, okay, cuz, uh, here's the thing, sir, K? For the device that you have there, the E8450, that's the model number of your device, but just to set proper expectation, I know you just recently purchased the device. However, base in the record here, this type of router is already part of our uh oldest router, meaning to say, aside that we no longer manufacture this device, we don't have anymore firmware updates for your router. So this router is already out of warranty.
03:00
Speaker 1
Okay, let's try that.
04:00
Speaker 2
well for out of warranty devices we no longer provide free technical assistance unless you pay for $15 good for 60 minutes troubleshooting however since you've mentioned you just recently purchased the device we want to make sure that we can validate the warranty of your period of your router so we can update it in our system so you can have a free troubleshooting but as you've mentioned right now uh you don't have a copy of the receipt I can only provide you one time support however moving forward if you will need a technician through the phone that can walk you through or can help you out in troubleshooting your device I'm afraid I might we cannot provide that to you up until you provide us our seat is that okay? okay so yeah to start with sir I'm going to confirm maynot if this is the first time you call link this
04:00
Speaker 1
I'm sorry. Say that again. Oh, yeah, right. Okay, what do you need? Mark. Martin. Okay. Martin. Brandenburg. That's B-R-E-N-D-E-N. Brandenburg. M Brandenburg at TWM I dot R R dot com.
05:00
Speaker 2
Is this the first time you've called Linksys? Okay, great. Can you confirm to me, sir, your first name and last name so I can create a record for you? Name, full name. First and last name. Okay. All right, how about your email address? Got it. Let me confirm, sir, that's mbrandenburg@cwmi.
05:00
Speaker 1
Oow, that hurt. Is there a, oh, I'm shedding, I'm shitting out right now. [silence]
06:00
Speaker 2
Okay, all right. Hold on. Uh, who's your Internet Service Provider, sir? Spectrum. So am I. Am I. Okay, I'm going to create a lease record. Okay. Alright. Uh, sir, do you happen to have a computer or a laptop that we can use so we can set up your router? Do you have a computer or a laptop that we can use so so we can set up your router? All right. So for the router that you have
06:00
Speaker 1
Uh huh. Is this is is is it in what in a. I'm. Yeah. Oh, oh, you. Oh, I see what you're saying. It's it's plugged into the uh uh yeah, internet cord. How many cables? Yes, there's an east in that cable will go.
07:00
Speaker 2
right now sir it's turned on. uh did you connect already the an ethernet cable from your link sest down to your modem? okay is this in the internet port. is the wire connected in the internet port? okay how many ethernet port? yes internet port. ether how many ethernet cable connected at the back of the modem sir? ethernet ethernet cable. [silence]
07:00
Speaker 1
[silence] Just from the modem to the router? Just one. Just one, yeah. Yes. Yes. Uh, one blue. I'm sorry. Two blue lights. Two blue lights, yes. Yep. I get that. Hang on for a second. [silence] Yep.
08:00
Speaker 2
Is that all one in one internet cable? Okay. So for the end of the Ethernet cable, it's connected in the internet port, right? The one labeled yellow in the Linksys router? Okay. May I know sir, what's the light indicator showing in the front lights of the LinkSys router? All are blue lights. Okay. Uh for your computer sir, can you try to open your computer and go to the Wi-Fi settings and check the availability of the Wi-Fi names? What are all the Wi-Fi names? Okay. So for your Calm. Go ahead. Okay. Can you try to check for the Lexus device? A. Sorry. Let me confirm. You only have. one link justified device. Turn on right now, correct? only one router. Oh, yeah, that's storm. You have to you have to links to Wi-Fi name. Do you see there a Wi-Fi name that shows 2.4 that does not have a label? So only the one that shows link and the other one is five, correct? Okay. All right. So try to connect your computer. So to the link, not to the five.
08:00
Speaker 1
Yeah. Okay, checking network requirements. Uh, secured, still checking network requirements and. Okay. Connected and secure it says. Okay. Well, I've got, uh,
11:00
Speaker 2
indicated at the bottom of the link, Sestivai. There is a password there. Okay, wait for it. Okay. So, it says connected and secured. Can you open a browser and go to youtube.com or Google? [silence] YouTube. [silence]
11:00
Speaker 1
I don't have any type of stuff. about my newspaper. Yeah, so I just clicked on my uh my local newspaper here and it's not doing anything. That says okay. Can't reach uh can't reach this page. Something about a DNS address couldn't be found. Try the IP address. It says uh server IP address could not be found.
12:00
Speaker 2
Any websites, sir, that requires internet? So that we will know that you have an internet. What other sites, sir?
12:00
Speaker 1
Go to another site, you say? Okay. How about Amazon? Tsk, take a long drink. It's, uh, do anything. [silence]
13:00
Speaker 2
Yes. How'? Okay, if that's the case, sir try to open a browser again and then kindly type it in the URL box 1 9 2.
13:00
Speaker 1
Oh, okay, hang, hang on. I got, I got to get back to that, okay. Okay. One nine two. One. Six 8.
14:00
Speaker 2
try to put there 192.168.12.168.
14:00
Speaker 1
Oh god. I just screwed up. Lemme just start that over again. one... ...68... ...1... ...1 okay and you want me to enter that huh uh says I can't read this page [ silence ]
15:00
Speaker 2
Yes, in enter.okay, if that's the case, she'll let's let's try about this try my router.local.
16:00
Speaker 2
[silence] [silence] Were you able to open it? [silence] Because if, by chance that we cannot reach the page, we cannot set up this router.
17:00
Speaker 1
okay, my rider, then what else? that local okay ok now we want a shirt true that right okay [silence]
18:00
Speaker 2
my router.local. Yep. Just enter
18:00
Speaker 1
and I still get a page says can't reach this page. Oops, what about this? Just did something. And says can't reach this page. Let's checking the proxy, the firewall and DNS settings. It's doing that as we speak. What turned on? I don't know what that is. I have no idea. I've never set it up personally. Unless it comes with that. [silence]
19:00
Speaker 2
can't reach this page. Is your computer or has a VPN turned on? VPN. How about firewall in your computer? Yes.
19:00
Speaker 1
So I gotta find somebody to tell, first of all, tell me where, how to get rid of firewall. No, not really. Okay, well, I think this is, uh, we're not gonna get anywhere. I have to figure out, somehow figure out if I got a firewall and disconnect it. Uh Yeah. Yeah. [silence]
20:00
Speaker 2
If your firewall of your computer sir is turned on, we can't you can't really not open the links of the website, you need to turn it off first. Uh, sorry. I'm sorry sir, but I I am actually not trained about computers. Do you happen to have a tablet or an iPad that we can use instead? Oh, you can just use, you can use, you can just turn off, just turn off your firewall if you have someone that can you know but if it turns up, next time after.
20:00
Speaker 1
okay.all right.we'll talk again.baby.thank you.okay.thank you.
21:00
Speaker 2
you've turned off already the firewall the uh the pages that i've sent to you or the one the links that i've mentioned to you that's just uh the pages that you just need to go through so that you can set up the router and that could be very easy after that right okay oh okay you can just call us back also sir okay no problem you have a record already thank you sir you have a nice day
21:00