Speaker 1
Yes, hello, my name is David Wilson. I have a problem with my Linksys at my home, getting the getting my Wi-Fi. Interesting, if you could help me with that.
00:00
Speaker 2
Welcome to Lindix support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Welcome to Lindix support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Lindixus. This is Larry. Is this your first time calling? Mm. Yeah, sure. We'll we'll check on that for uh, but uh, this is your first time calling, right?
00:00
Speaker 1
Yeah, I haven't called in about this problem before, no. Okay. That's correct. Okay. Uh. yes. Yes, that's correct. Do I need to get that off them? I have three nodes. Do I need to get it off the main node? or or or it. Okay, I'll have to go. I'll have to go to. I'll have to go to my modem and that router for that Spectrum. Hang on. [silence] Do I need to get that off the? I have three nodes. Do I need to get it off the main node? or or or it. Okay, I'll have to go. I'll have to go to. I'll have to go to my modem and that router for that Spectrum. Hang on.
01:00
Speaker 2
Name. Oh, sorry. Is this David Schultz? Okay, I think I was able to. The system was just not loading as quickly as as it should. But David Schultz, the email address is ssch**eravocode24@yahoo.com if if that a is a correct email. Okay. Thank you. And I think I just have to gather information about the Linksys unit you're you're calling about. May have the model and serial number. What do you mean? If you have three nodes, yes, just the main node, just get it off the main node. and that is just what we need.
02:00
Speaker 1
Ok. All the blue lights is on my notes but uh, got a problem somewhere. That I just checked with Spectrum, and uh, there's no problem with their with their uh, hardware. OK, the uh, the uh serial number on the node 50 D as in David, 10, M as in Mary, 26 C as in Charlie, 17, 375 Got it from where. [silence] Got it
03:00
Speaker 2
We need the model and we need the serial number. Okay. Thank you. Uh, you, you've uh, you've got this from the parent node, right? Uh, you have acquired the serial number from the parent node, correct?
03:00
Speaker 1
yes. yes. It's on the bottom of the note, uh, the note connected to my router through spectrum. And where's the model number on there? Oh, here it is. it up top. I'm sorry. Yeah, it's MX, MX 2000. Uh, yes, when I, when I bought the system up, about three to start with and I haven't changed them since. That's correct.
04:00
Speaker 2
This is the node connected straight to your modem. Okay. I see. Can you double check the the model number, please? Usually right on top of this serial? [silence] Yeah, it's okay. MX2000. All right. Well, let me guess. I believe this is three nodes you mentioned earlier. So, they came with a three pack, right? Mm-hm. Okay. I see. Uh-huh. You mentioned earlier you have Spectrum as your internet service provider. Is that right? Okay. Uh-by the way, for how long have you had the system?
04:00
Speaker 1
Uh, the Linksys or the spectrum? The Linksys I got it before I got the spectrum, when I still had dish network. I mean, I've had this Linksys system for three years, maybe now. It started a couple of weeks ago. I, uh I noticed that I couldn't sign on my desktop. It said I didn't I have Wi-fi. And then, uh we we don't watch a whole lot of TV and it and and then we uh you know, went on a vacation for two weeks. And when we came back, we uh turned the TV on and we didn't have TV service either, and it said
05:00
Speaker 2
VMMCitizen the lens this . i see well let me check the reason why I'm asking for that is of course we need to uh check the warranty for us to proceed later on but I'd like to hear what's the problem first where did it start or when did it start and what the issue that you were experiencing .
05:00
Speaker 1
So I asked if I could use Wi-Fi, but there's no Wi-Fi connection.
06:00
Speaker 2
Mm-Hmm. I see. So all of a sudden, uh you no longer have internet via wi-fi. Is that right? You are connected to the wi-fi name, but when you uh open a browser, for example, search for a website, it doesn't go. Like it's, it's not online. [silence] I see. So all of a sudden, uh you no longer have internet via wi-fi. Is that right? You are connected to the wi-fi name, but when you uh open a browser, for example, search for a website, it doesn't go. Like it's, it's not online. Yeah. [silence]
06:00
Speaker 1
The only way I can do that is through my cell phone. I can't, I can't get anything on my desktop screen when I go to sign in and log in my password to sign onto my desktop it will not even allow me to put my password in because it says I don't have Wi-Fi service. Okay, do I need to do you need any more information off of this main node? Okay. All right. All right, well, I'll go back. I'll go back to the other room and.
07:00
Speaker 2
okay, talking about the desktop computer whenever you go to the Wi-Fi. Do you still see or detect the Wi-Fi name from the Linksys? [silence] So, you can still detect it from the phone. I'm not sure if that has something to do with the Wi-Fi service because logging [silence] is your I just want to make this this clear. You logging on to your. [silence] No need. There's any there's nothing we need anymore on that node. Sorry. [silence]
07:00
Speaker 1
That's where my desktop is. Okay, I'm back to my desktop. Okay, now, what were you saying now? [silence] Yeah, I have to enter my PIN number to open my desktop. AndAnytime and whenever I put my PIN number in there, it will not allow me to do it.
08:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Yeah, I was I was trying to uh maybe I was trying to understand what's happening to the desktop because you mentioned earlier you logging into the desktop does not allow you right. It's restricting you from uh entering your password. Is it something like a desktop password? A computer password that you cannot get in. If if it's locked, for example, you cannot open it with the password? Isn't what you mean? Mhm. To open my to open your desktop.
08:00
Speaker 1
[silence] it says it says [silence] if your device is offline, try a different sign-in method. [silence] That's correct. I have to enter my PIN number. [silence] Yeah. [silence]
09:00
Speaker 2
Does it have an error for you to have an incorrect password?
09:00
Speaker 1
Well, on my...go ahead. Well, even on my, uh, even on my TV, I can't, I can't sign into my TV. But let me go, uh, let me go to, and that was through the, uh, the spectrum. Let me, uh, let me get into the TV, just like on my phone.
10:00
Speaker 2
needing to have an internet for you to to to be able to connect to the wi-fi, you need to unlock the computer because you need to go to the wi-fi icon, which I believe you're very familiar with, getting to the wi-Fi icon, seeing the list of wi-fi names, and then there you go. You can connect to the wi-fi. But of course, if this is a desktop that cannot be unlocked, it may not be possible for us to do that. So I don't think that that's part of the router uh troubleshooting. But uh I think we want to transition to go ahead, please.
10:00
Speaker 1
I'll go to my TV remote and uh I've got a settings uh icon on that remote okay inputs now go down to Wi-Fi uh networking and internet Wi-Fi and I've got I've got my link as WhatsApp Wi-Fi name as my last name Schultz and on my TV it clearly says that WhatsApp Schultz Wi-Fi network is connected but I but but I can't
11:00
Speaker 2
mhm mhm so it's already connected on the TV it says.
11:00
Speaker 1
I can't, I can't get into my, uh, my, my spectrum. And when I go, uh, yes. Yes, it does. Uh-huh. Uh. And it's the same thing on my, it's the same thing on my cell phone. If I go into settings on my cell phone and hit Wi-Fi, it says shields connected. [silence]
12:00
Speaker 2
Okay. So, let me verify this. On the TV, you see the Wi-Fi name, which is, again, that's just simply your last name Schultz. And the TV showing is connected to that Wi-Fi name. Right? Okay. I think that answers my question. Uh, because the, um, the, the question I have is that if your linksys router is still broadcast its Wi-Fi name and knowing that the TV is connected to the Schultz name, which is your Wi-Fi, it means it is, right? And you mentioned earlier that [silence] Mhm. And then Wi-Fi. Mhm.
12:00
Speaker 1
On what device? Yeah, on the phone. I can do anything I need to on the phone. Yeah, I can get to internet. I can I can get everything I need on the phone. I suppose it does. Yes. That's correct. Now I just turned the TV back on with the spectrum remote. And what are the lights? What does that mean? See, the lights come on over there. Yeah, I'm missing, I lost the map.
13:00
Speaker 2
Also saying on the cell phone, Schultz connected, but you, um, searching for, maybe a website, cnn.com, or, or, any websites that you would normally search for, or access with, you are not, uh, getting online, or getting any result, right? On the phone?, on the phone. What other.,. Mhm.. does that mean that the phone connected to the Schultz network is online and working? Wow, okay, so this is isolated with your TV and with your computer. Is that right? [silence]
13:00
Speaker 1
And it went to the home screen. And it said, no signal. Please check your input connection and make sure that your device is on. See, it's not connecting to my uh uh my spectrum. No, my spectrum uh Zumo box. It's like, it's like it's it's like it's not receiving the uh the Wi-Fi signal from the Lynxus even though it showed connected. It's a T.C.L. Yeah, T.T. Tom, Charlie, Larry. Yes.
14:00
Speaker 2
[silence] Del okay how about the uh the phone is it an Android or a cell phone or sorry Android or an iPhone? iPhone okay thank you so we only have problems or uh identified issue with the desktop which is a Dell and also the TV uh which is TCL as a brand but the iPhone is working fine right connected to the Wi-Fi and you mentioned earlier when you check the parent node and all other all other nodes also which is considered to be the child node they are solid blue correct? Okay I think we're very familiar with
15:00
Speaker 1
The main modem and the router is solid blue and the one that's sitting on top of the desk where my desktop is is solid blue. And I don't have a problem with my ring cameras, they work off of the The schul Wi-Fi network also. [silence]
16:00
Speaker 2
OK, understood. Well, yeah, yeah, definitely. Well, at this point, it it means that uh the nodes are apparently online. A solid blue means online, right? And also considering that the phone is connected to the Wi-Fi, you can search anything on the website. It means it's it's really online. However, this is something isolated on the devices. On the desktop, something I can say on the desktop is that if we cannot unlock it, we cannot do anything on the desktop. So this is not something that we can fix on the router alone. On the TV, though, it shows connected to the network, it's just that you cannot get online. I just want to set your expectation that I'm not technically trained with the TV, right? I know some basic troubleshooting on the TV, getting into the settings, turning it off, unplugging it, plugging it back in, and forgetting the network and reconnecting, but that's all I know for the TV's troubleshooting. In terms of the router, I am pretty confident that it is working online because the phone's connected and working. The LED is solid blue. However, we can also play around with some settings on the router. What I mean to say play around is is something we can access the settings of the router, and one a couple of troubleshootings we can try is to work on the Wi-Fi channel, the wireless channel, does a role into
16:00
Speaker 1
So, what's the warranty period? What was a warranty period only? three years? huh? [silence]
18:00
Speaker 2
devices numbers of devices sometimes are having a hard time connecting. That would also help and checking some settings on on the router. However, we we may need to discuss some options for us to proceed because the warranty of this particular linksizer router the mesh system has already expired and for us to proceed with the troubleshooting by me assisting you, walking you through the settings of the linksizer router, we need to discuss the payment option which will cost you $[REDACTED_PAYMENT_DIGITS] of a one-time payment and that is usually [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting while I'll be assisting you again as I mentioned earlier. And that is non-refundable. So if if you wish to proceed, we can. uh three years. Yes, sir.
18:00
Speaker 1
We're, we're past that, right? Yes. Know I don't I don't have I don't have a receipt. We put when we uh we built the house new and when we moved into the house in February of 23 uh I had dish network at the time in my barn. We were living in the barn and I bought the uh Linksys system when dish set their uh TVs uh up in the in the house and that was in February of 23. So this this Linksys system then probably went out of out of warranty in February or March of of 26 this year. So I mean if uh
19:00
Speaker 2
Yes, sir, based on the serial number, we're already past that three-year warranty. But if you have a receipt, for example, that we can check and we can validate, and it's still within three years, we can certainly accept that receipt, if you ... if you ... if you still have that receipt, by the way. [silence] [music] [silence] [music]
19:00
Speaker 1
If you're showing everything with the lenses, and with the, you know, no trouble on your end and with, uh, with it connected to my phone and and connected to the TV, what what I mean, I, I don't mind paying $15 if that's what we gotta do. but what what else are you gonna be able to do? You said you're not experienced, uh, and and with the TV. So what am I gonna be paying for? You know, I need to or would it be better for me to contact TCL and and and them my desktop?
20:00
Speaker 2
Yeah, that's exactly. Wow, that is certainly a good conversation to start with before, you know, before we discuss the payment option. Because I laid out the situation to you and and uh, I let you know what's the expectation that I'm not, again, technically trained with the TV and
20:00
Speaker 1
I mean, it's kind of kind of strange that, you know, it's just kind of strange that both devices went down at the same time.
21:00
Speaker 2
And the desktop perhaps with with with some password issue. So yes, if you're going to pay $15, one thing I can do with you is just very simple and just getting into the settings. And you might understand that we confirmed earlier that the router is working, the mesh system is working online. So I totally agree with you that it would be uh sensible for you to call a TCL, so they are experts with with their devices and probably can uh serve you very well into troubleshooting and also what with Dell. You know, I I think I would recommend that as Yes, yes, definitely. And uh you know, uh cases like these, it's it's isolated to numbers of devices, which in fact, they were connected fine before. The TV, it's not a question because we see that as still connected, but you're you're not getting online.
21:00
Speaker 1
Yeah, it's a, yeah. Well, maybe, maybe I'll, maybe I'll just kind of go through that and if that, and reboot that. If that doesn't work then I'll go to uh, I'll check with TCL. Well, listen, thank you so much. I appreciate your time. If I can't get this worked out through TCL and through Dell, I'll be giving Lennox a callback. [silence] Okay, all right. Well, thank you so much. I appreciate it. You too. Bye-bye.
22:00
Speaker 2
Maybe it has something to do with that TV box you mentioned earlier. I'm not sure. Yes. Yes. Definitely. We would love to assist you. Let them know about the situation we're in. Let them know that the Linksys are okay in terms of their LEDs and the phone is connected to the Wi-Fi. If there's something they can do on the settings of the TV, also the desktop, but if they're recommending something that we need to change on the router, we would love to hear from you again. All right. You're welcome. It's been a pleasure assisting you and yeah, this is Larry from Linksys. You have a great day, David. All right, bye.
22:00