Speaker 1
I just want you to be quiet. Hi, Josh. My name is Janet Rooker, and I purchased a router a while ago. Um looks like 2017, and it is a WRT 1200AC. Um, and uh, The it's Um, um, doesn't appear to be working.
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. Hi, thank you for calling Lynks. My name is Josh. I'm your assistant today. Mhm Mhm Mhm. This
00:00
Speaker 1
the, um, I've had, uh, my network provider, um, Spectrum, trouble shoot with me this morning. And they claim that their modem is working fine. We had a power outage, uh, the day before yesterday on 7/5. And power was restored on 7/6. And I'm having intermittent, intermittent issues, um, with accessing my internet and some of my, um, you know, banking information. It's saying that, um, it's having trouble. So, I just got off the phone with the Spectrum person and he seems to think that I might require a new, um, router or I might request a factory reset, which I don't know how to do. So, yeah. I'm looking at the bottom of my Linksys router and the serial number is displayed, so do you need that? Okay, it's the S.N. number. One six, R like Robert, two zero six zero seven six. Looks like nine, eight nine, five two. And I'm going to grab my, yeah, I want to just make sure. Let me repeat it to you, okay? One six R, uh, two. Looks like two zero six zero seven six zero eight nine five two. I had to use a magnifying glass because it's so tiny.
01:00
Speaker 2
I see. Mm-hmm. Yes, please. Mm-hmm. All right, thank you. Uh-huh. Uh-huh, yes, ma'am.
02:00
Speaker 1
I believe that's it. Well, it's funny because I've powered it up and down several times, you know, trying to access. Now, I can access some things, but a lot of the access that I'm looking for, it's giving me a message that's, you know, if I go to a specific website, like if I go to www.mayoclinic.org, it's saying that this connection is not secure. This website does not support connecting securely over HTTPS. [silence]
03:00
Speaker 2
No worries, ma'am. And thank you so much. Uh-huh, and thank you so much for that information as well. So, yeah, according to your NNRN, ma'am, the model number of your router is WRT 1200 AC. And, and you mentioned that this router currently does not have an internet connection. Is that correct? Uh-huh.
03:00
Speaker 1
using my phone and I've tried accessing it using my laptop. And I get a little bit different message on my laptop. I also have a TV that's not working as well. And according to the spectrum technician, it may be related to my LinkSys, um, router. And I have no way of determining that. [silence] Obsolesce. Okay.
04:00
Speaker 2
Mm-hmm. Yes, ma'am sir. Yes, ma'am. First I would like to apologize for the inconvenience. So, regarding with your Linksys router ma'am, I'm gonna set your expectation that there's no doubt that this router is already one of our obsolete devices. And I really do apologize. Yes, ma'am. And I really do apologize as well. According here on our end, this specific model is already one of our end of support. So that means that we can no longer provide... Silence] So would you be willing to u m switch to another model? Which is better instead.? Mm. Mm-hmm. Yes, ma'am. Currently, our team is strengthening we have stronger devices, and we really do understand that as a client, you deserve much better devices. So that's I understand you. So we are not offering you. So we are not as well you're forced to change this model. But the truth is, we just want Maverick to provide much needs. As we go, so that's why I'm hoping that you can understand ma'am. Is there any other way I can assist you ma'am?
04:00
Speaker 1
Okay, but if I'm not, I mean, would that make sense to you to to go through that. If I no longer get support, wouldn't it be better to go buy a new router? I mean, yeah.
05:00
Speaker 2
add assistance for this one since again the device is already obsolete and one of our support and since this is one of our end of support devices uh your product no longer receives software or security update so I so for this one ma'am since you mentioned that you want to reset and reconfigure the router rest assured that you can still do that however again since the device is already one of our support devices the best thing I can do here is I'm going to be sending you a KB article that it will help you uh that will help you as a guide on how to reset and reconfigure the router [silence] uh yes ma'am I would recommend [silence] yeah I would recommend purchasing a newer router instead since again uh
05:00
Speaker 1
Well, that's the date I purchased it. I purchased it then, so it couldn't expire then, right? Mhm. Okay. Okay. All right. Now, if I do purchase a new one, is it easy to set up and connect? I mean, all of my devices have to,
06:00
Speaker 2
this device and upon checking here on our end, the device has already expired on 2017. So you are correct, ma'am, and again this device is already obsolete. So regarding with the uh yes, ma'am. So again, however, uh regarding again to the security patch test. So yeah, there's no no this router will no longer receive for this one. So I would recommend uh purchasing a newer one. model instead. Uh yes, ma'am. So uh don't worry ma'am, if you will purchase a newer model, rest assured that you can just use the same Wi-Fi name and password and because uh using the same Wi-Fi name and password that you used for this uh current router that you have, uh most of your device.
06:00
Speaker 1
OK, it'll recognize it, the new one? The new one? yeah OK so you say the model number I should purchase as M like Mary X like xylophone, 6200 OK, OK
07:00
Speaker 2
Oh, this will just out to reconnect to the new router. Yeah. Yes, ma'am. As long as we are going to use the same Wi-Fi name and password. Mhm. So, yeah, if you wish to purchase or upgrade the router, I would recommend the MX 6200 uh since this router is already one of our uh latest devices and it can already handle uh more than like 25 devices at the same time and it can also cover up to 3,000 square feet. Yeah. Mhm. That's correct ma'am. And rest assured that you can purchase the device on Amazon and also I'm gonna set your expectation that
07:00
Speaker 1
Okay, and what what is involved by um you know purchasing and then setting up setting up a new router? You know just plug it in? Connect it. Okay. Okay. Okay. Okay. All right, thank you.
08:00
Speaker 2
that device can, like it has a, three-year hardware warranty. so rest assured that it will still be covered under warranty up to three years. uh yeah? uh no, ma'am, you still need to, like, if you're going to use, ah, yeah, so there's a process on how to set up uh this new router. and actually don't worry because you can just give us a call once you have the new device so that we can walk you through and help you how to do it. also, there will be an instructions uh with uh also on the box. however, I would recommend giving us a call so that we can, yeah, properly help you see with the configuration. all right. all right.
08:00
Speaker 1
No, that's it. Okay, thank you. Bye.
09:00
Speaker 2
You're most welcome, man, and is there anything else? all right perfect. So again, man, I really do apologize for the inconvenience, and thank you so much for calling lexus. You have a great day. You're most welcome. Bye
09:00