Speaker 1
hi, I have one of your uh routers and my internet, I thought my internet was out and I checked with my internet provider spectrum they said that my internet is working well and my modem is in good shape and and all that and they said the next uh troubleshooting would be the router um so I have they gave me your tech support number and I have my serial number um I've rebooted the the router twice
00:00
Speaker 2
Welcome to [company_name] support. To ensure quality service, your call may be monitored. [silence] Certain products will be supported while end of support products will have self-help options available. [silence] Please, have your serial number ready and stay on the line for assistance. [silence] Hi there. Thank you for calling [company_name] Technical Support. [silence] This is Rio. How can I assist you for today? [silence] Uh, by means of rebooting. How did you perform it, Madam? [silence]
00:00
Speaker 1
[silence] So two ways, one I just unplugged the, you know, the cord for 30 seconds and then I just did it again before I called for 10 seconds or whatever, but then when I was on with Spectrum, they also had me unplug the, like, the yellow Ethernet cord from it as well. So I've done both of those. [silence] Correct. The serial number is 12341060A411022.
01:00
Speaker 2
Hey. Okay. All right. That's actually a good troubleshooting and still the same. The router did not connect to the internet. All right. Can you confirm to me, mom? What's the serial number? All right. Thank you. Let me check.
01:00
Speaker 1
probably [silence] since we've been in the house we're in at least I [ silica] I don't know five to eight years. [ silica] so. [ silica] well I will if you tell me it's dead. can you tell me [ silica] I mean [ silica] why would I upgrade when [ silica] it's working? is that the problem? Yes. that's [ silica] I believe is the first time [ silica] like I said, I'm not super tech savvy. So I use [ silica] I always start with [ silica] you know my provider. um. okay. [ silica] Niki, N I C K I E. [ silica] and my last name is May, M A Y. [ silica]
02:00
Speaker 2
Ma'am if I may ask, how long have you been using this router? Oh wow, did you not try to consider like upgrading to a newer device? All right, um, let me just confirm before we proceed. Uh, is this the first time also you called Linksys? Uh-huh. Uh-huh. Uh-huh. All right. Let me create first a record before we proceed, ma'am, okay? May I know your first name and your last name? About email address?
02:00
Speaker 1
You're welcome.
03:00
Speaker 2
Thank you. Let me just finish it here. All right. I was able to create a record for you in the system, ma'am. However, it based on your records here. Uh, the device that you have there is already been out of warranty. Now, aside from it, it's already out of warranty. We no longer also provide technical assistance for your router. The reason for that is because this router is part of our first generation router, meaning to say, aside that we no longer manufacture this device, there's no more.form more updates available for your router. Meaning to say, or in short, the router, even if we're going to do some troubleshooting, it may not work anymore, because this is Wi-Fi 4 router.
03:00
Speaker 1
Okay. So, I... No, you go ahead. That's fine. That's fine. Okay. So, you're saying I can go to like a Best Buy and look for this brand name again, the Link, SYS? No, no. This one obviously has worked very well for us. You know, it's been a long time. I wish... It's not that I am upset that it died. I wish these, uh...
04:00
Speaker 2
however the modem from spectrum's y five seven so it is already having a conflict so what i highly go ahead uh what i can highly suggest ma'am is you try to consider upgrading to a newer device that is uh that is Wi-Fi 6 or 7 router that's what you can check yes, ma'm uh if you want to still Lynx it, you can find it in best buy, target uh Amazon, Walmart or you can try to check also other brands. they have also Wi-Fi 6 or 7 [silence]
04:00
Speaker 1
items kind of gave you some sort of notice that it was like struggling, you know, so you could do it before it died on you in the middle of a work day, you know. Right. Like something like having trouble, you know, connecting or issues but anyway that's we that's beside the point. So you told me to look for what a Wi-Fi what'd you say? Okay. Okay, and that's just because of technology that's what's going to connect best to all my stuff. Yeah. Okay. Okay, and then just while I have you on the phone if I send my husband to get this and he comes home is it literally easy enough as unplugging the old one and putting the new one in that it'll
05:00
Speaker 2
Yeah, exactly, exactly. Like, um, like a notification that after a week it won't work so that you'll be also aware and prepared. Exactly. There are Wi-Fi Six or Seven Routers, yes, ma'am, so that it is compatible.
05:00
Speaker 1
start working or do I have to do stuff? okay. So call back to help set up the new device. Okay and what is your hours with the tech support? Is it Okay. Okay. Well, I'm going to try and get my husband to stop at Best Buy and then I can call in a little later. All right. Not right now. Thank you so much. [silence]
06:00
Speaker 2
You need to set up first the device. uh there will be a manual provided to you or if by chance you don't know uh you cannot follow the manual properly. You can always call us and we can assist you walking through. [silence] Yes ma'am. And we have already your records here. [silence] um we are actually open 8:00 a.m. to 11:00 p.m. Eastern time. Okay. [silence] Okay. All right, sure. Um you just call us here ma'am and we will assist you. So anything else I can assist you aside from this? [silence] Okay. Thank you so much ma'am and you have a nice day ahead.
06:00
Speaker 1
Uh, bye bye. Oh, I'm sorry. I thought it had.
07:00
Speaker 2
Bye for now. All right. Can now release the line ma'am. Okay.
07:00