Speaker 1
Welcome to [silence]. Hi, my router appears to maybe have an error. I'm not sure.
00:00
Speaker 1
certain if it's working and I actually called our provider spectrum and they check I have one of their modem so they check it to that point and the router does have a Orange light on it and a power light on it. Is it possible you could help me? Thank you. That's correct. No, no Internet that's right. No, I think so from United States, yes. My name is Greg Williams.
01:00
Speaker 2
but you cannot okay let me just confirm your issue sir so you doesn't have any internet connection coming from the router what do you mean for an error no internet okay so is this your first time calling us for support and are you calling from United States okay may I know your first name and last name [silence]
01:00
Speaker 1
740-524-1600 3331 at Frontier.com-seven four-zero eight one six one six zero zero GW illiams three, three-31@fron Frontier.com let me spell it cause that wasn't quite right it is GW illiams three three, three-31@fron frontier.com could you say it one more time? Thank you.
02:00
Speaker 2
And your call back number, sir? And your email? It spells us- Z-W-I-L-L-I-A-M-S-331@contier.com. Okay, thank you. And how many links this router do you have, Greg?
02:00
Speaker 1
Just one. Yes three seven A one zero M, two seven A zero, one seven zero eight. That's exactly right. [silence] I don't know about that. You're you're saying that, the model. Yeah. I'm looking at the label here. See It doesn't say on this label.
03:00
Speaker 2
How many links is router do you have? Can you please provide a serial number? Okay, so it's three seven A for alpha, one zero m for Michael, two seven A for alpha, zero one seven zero eight. Okay, so it is an ESI 7350. The model number.
03:00
Speaker 1
I don't know. I just, there's the serial number and the MAC address, Wi-Fi name, Wi-Fi password. Oh wait, there it is. Sorry. E 7350, you are correct. Spectrum. Yes. Did you say 15 or 50?
04:00
Speaker 2
And who is your internet service provider? Okay, now before we proceed, Greg, I really need to set expect expectations regarding the warranty status status of your Lynx JS router. Okay, so it indicates in our system that this device is no longer under warranty. And I really apologize that that live live support is no longer available available with this one. However, we have a paid support support, so I can still assist you further with your concern all about but but you need to pay $15. And and it's good for 60 minutes of troubleshooting. $15. One five. but you can also proceed to power cycle unplug the power adapter of your modem and then the router and then wait for 30 seconds up to 1 minute to plug the power back to boot up both devices and check if the internet connection will come back [silence] yeah so you can unplug the router first and then the modem wait for 30 seconds to 1 minute so after 1 minute plug the router first then the modem
04:00
Speaker 1
So you're saying unplug the router first and unplug the modem. Mm-hmm. Okay. Okay. Yep I have not tried it in that order. I was uh following Spectrum's advice. It was kind of the other the other way around. Okay. I think I did it initially. Let's see. Okay. All right.
06:00
Speaker 2
Yeah, modem from Spectrum, and after 30 seconds to 1 minute, plug the router, the Linksys router first, and then the modem. And if the issues still continues, sir, I can also send you instructions on how to set up this router again. You can proceed to reset this one and set up in your own. Okay. Yes. And can we wait 3 up to 5 minutes after this call for the email instructions, okay? So, thanks.
06:00
Speaker 1
All right. All right. You too. Thanks. Bye bye.
07:00
Speaker 2
thank you so much, Greg, and have a great day. Bye.
07:00