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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service, options, press two. Please select from the following options. For in warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 2
Thank you for calling Linksys, my name is Raquel andHow may I assist you today. [silence]
01:00
Speaker 1
I have spent a lot of time today with the internet company and they are claiming that their internet and their modem and everything is working fine and they suspect it could be the router and they suggested that I contact you to see if you could give me some support on the router. So that's what's going on. Yes. 1 2 N as in Nancy, 2 0 6 0 B as in boy, 3 0 8701. I believe it's my first time calling Linksys. My husband may have called in the past, but I think it's my very first time. [silence]
02:00
Speaker 2
Hi, thank you for all the information Linda and I'm sorry to know about the network and for me to address properly your Linksys router with its internet may have its serial number found at the bottom. All right, thank you. And is this your first time calling Linksys?
02:00
Speaker 1
Deal, S-T-E-E-L-E. 562 [pause] 964-6871. Lsteele, S-T-E-E-L-E 562@charter.net. N-E-T. No, no, no. It's um there's a final E. So it's
03:00
Speaker 2
All right, got it. And let me create a record here as well. We have your last name. All right, and may have your phone number in case we get disconnected. I'll be able to call you back. All right, and may have also your email address. All right, thank you. And just to make sure I got it correctly. It will be the initial of your name then your last name. I'll spell it again to make sure I got it correctly. So the S for Sam, T for Tango, E for Echo, E for Echo, L for Lima, A for Alpha, 562@charter.net.
03:00
Speaker 1
S.T.E.E.L.E. There's three E's in it. Right. What are you asking me about? The model number at the bottom, let me take a look. Where would it be? On the top of the cell number. I'll give that a try. I am not, I.
04:00
Speaker 2
All right, it's E4 echo. Okay, thank you. Just for a moment, let me create here and to confirm the model number showing at the bottom, is it showing EA Echo Alpha 6500? Yes. It usually on printed, smaller printed. Can we check on top of the serial numbers? Got: All right, thank you so much. [silence] Have you tried turning it off and on your modem and the router? Got it. Okay, got it. And is there any lights at the back of the router right now, like blinking green or orange? Okay, got it. And who's your internet service provider again? Thank you. And have you also tried pressing the reset button at the back of the router? [silence]
04:00
Speaker 1
I don't know what that is. But if I reset it, what does that do? So, if I, if I, if I press, if I press the button, then will it work again or does it reset itself or is it something I have to do?
06:00
Speaker 2
It will delete all the necessary settings on the router, like it will revert back the factories, factory settings. If you haven't done that, then you may try, but if the issue persists, just set your expectation. When I checked the model number here, it actually reached end of support and end of life, meaning links is no longer manufactured this model number and it no longer received firmware updates and maintenance. So, possible that it could be the router itself. It it's kind it's already old and obsolete. If after is setting like pressing the red reset button at the back and if it's still the same, then it could be the router. Since it's no longer received new updates. That will reset the entire device.
06:00
Speaker 1
And if it goes back to factory. And then it'll work or do I have to do something else after that? Okay. Let me understand. If I push the reset button, it goes back to factory settings and then it should automatically work with the with the internet if it does that? If it's going to work or do I have
07:00
Speaker 2
It, the router itself, like it goes back to factory settings. You need to like, um, hold and press the reset button at the back for like, uh, 30 seconds, 40 seconds. It will restart the router. You need to test the internet connection by, if you have a device connected wired to it, you can check if it can get internet or you can connect to its wifi, the wifi name and wifi password is underneath the router, the default. Check if it can get internet while connected to its wifi. If not, then, it could be the router. It should, it should, it should get internet right away after the reset.
07:00
Speaker 1
So then I would just need to... I would need to then get a new router. Okay. Let me look at the back of this while I have you on the phone to see if I can figure out what you're talking about. There's some kind of a button. I know nothing about this. I'm so sorry. My husband did all of this and he passed away. So I have no idea what I'm doing. Okay, I see a red button and would you use a pin or something to push it in? And then if I do that, it should be fine. I don't have to do anything else if it's going to work.
08:00
Speaker 2
set just need to test its wireless signal by connecting to the wi fi name found at the bottom of the router and in the event if the device is not getting internet then it could be the router that has a problem it's not getting active internet from the modem so I would suggest yes and you may need to upgrade your router that is correct mmhmm I'm sorry to that no worries it's okay yes yes
08:00
Speaker 1
All right. So, let me get something to do that and we'll give it a try. Okay. Um, alright, let me try it. So, if I push this button and it connects to the internet, then you can fix it or I have to do something.
09:00
Speaker 2
This is a work around to isolate whether it's something to do with router, we can still fix the router, but if it's still no internet after reset, then I would suggest you may upgrade your router. After the reset, check next your devices, if it can get internet like your smartphone or if there are device can net.
09:00
Speaker 1
Oh, okay. Okay. Okay, so I have to push in on this little, push down into this hole, right? and push it in? Okay. I'm going to do that now. Okay. I pushed it. Nothing changed, looking in the back. Let me look and see. Okay. If I can get, so that should solve the problem if if it's gonna work. All right. Let me see. Now let me try on the computer and see if it works.
10:00
Speaker 2
and That Yes, that's work around to fix and isolate the internet on the router okay.
10:00
Speaker 1
No, it says it still isn't working. I have a another I have two routers. Should I do it on both of them? same thing? It is. It's the same number. I mean, it has a different serial number, but it's the same type. Okay, and if I get a new router, does it tell me how to set it up? I hope. [silence]
11:00
Speaker 2
Your other router is that also a Linksys router? Okay. Just to set your expectation, Linda. We no longer provide technical support over the phone for these models, but you may follow the suggestion that I've mentioned like try resetting it, make sure the cables are properly connected and after reset if it's still no internet, then it's the router, it's of the model numbers, no longer receive firmware updates. It has no maintenance already. For Linksys router brand, yes, you can actually contact us to help assist you with the setup.
11:00
Speaker 1
Okay, so if I can get that. So it doesn't work and it's not looking like it is. So both routers went bad at the same time. Right. Okay, I'm trying it and I'm not seeing a lot. It's odd because it's the internet's been going on and in and out all day.
12:00
Speaker 2
Yes. And make sure there, it's connected directly going into your link-sys, I mean to your modem, the internet port, that's where your modem should be connected to.
12:00
Speaker 1
and yet I can get it on my phone sometimes, I can't get it on my phone other times, I can't ever get it on my computer. So, uh so it just has me very confused and um, do you think it just may if I get a new router it may just solve the problem? And they just suddenly die, all of a all of a sudden they don't work? because it worked this morning, that's what has me uh-huh [silence]
13:00
Speaker 2
you know, it seems interesting. Because Easter, it's like an old router, so it's actually been manufactured like 10 years ago, or 15 years ago. So it might be not working. Yes, you can try different ah. Yes, sometimes router will wear out for for some time. if there. Yes, so I would say that actually this router is also using an older wi-fi technology. So it's not up to date. If we wish to have another
13:00
Speaker 1
It's about, um, um, 2,000. How many do I connect to the router? Um, I have two computers. There's a cable. Yeah, it's a cable. The cable, the modem is cable connected and then that connects to the router.
14:00
Speaker 2
device. Let me check how big is your house in terms of Square Feet. 2000. Okay, you can check this model number. And by the way, how many devices can connect wired to the Link Sys Filter? You think able? Okay, so you have devices that are connected. You may check this. Let me check if I get one here. Okay. Right, we have this um R2000 model. It's uh
14:00
Speaker 1
Wi-Fi 6 router, what does that mean? Six devices? Uh-huh. Okay, MR-2000 is what I would look for. Okay. Okay. I'll give it a shot. Okay. No, no, I wish you could get it to work, but it doesn't work. All right. Thank you so much. Thank you. Bye.
15:00
Speaker 2
Already a Wi-Fi-6 router, you can check that. that's already an up-to-date Wi-Fi-6 system. Meaning from your router is a Wi-Fi-5, the current one that we have to an upgrade to Wi-Fi 6. Yes, you can, check that uh, model number. alright. Anything else, Linda? All right, this one's again. Alright. Yes, you're most welcome. My pleasure. Have a wonderful night. Thank you for calling like this. Bye-bye. [silence]
15:00