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.links.support.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your devices 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. Thank you for calling Linksys, my name is Gerald, you can go. To connect to the internet,
00:00
Speaker 1
kicking me off it's been filtering for a while that what can you hold on just a second the serial number is five O D1 O M 23C00 217. Would the model number be MAC address? [silence]
01:00
Speaker 2
Okay. Can you give me the serial number and model number of that Linksys rather? [silence] The model number and the serial number. Sure. No, it's okay, I got the model number right here.
01:00
Speaker 1
Oh, I said. MX 2000. Sandra Freeman. Sandra, S-A-N-D-R-A Freeman. F-R-E-E-M-A-N. S. A. Freeman, the number 22 at AOL.com. [silence]
02:00
Speaker 2
Sure. What is your first name and last name so I can create a record for you? Sandra you said, and what is your email address?
02:00
Speaker 1
Broadband. It's tied into the apartment complex. There's a subsidiary of dish. I'm sorry? Ah pink. One.
03:00
Speaker 2
And who is your internet provider? got it what is the light of the linksys router right now what is the light of the router the light on the top what is it okay and how many linksys router do you have total this one alright Hmm so let me confirm uh let me [silence]
03:00
Speaker 1
was a a a Christmas gift. I don't know if my daughter got it off of Amazon or not. You charge how much? Okay, I'll pay the $15. [silence]
04:00
Speaker 2
sed let me reload this still loading okay do you remember when and where you purchased this I see the reason for asking is that when it's checked the serial number here just got the result based of the serial number that you provided it's showing that your model number MX2000 unfortunately it's out of warranty and for out of warranty devices we charge 15 dollars to assist nonrefundable 15 15 dollars all right let me offer my tools Tim
04:00
Speaker 1
LLC. Okay, you think it takes more than an hour? Okay, and after an hour, what happens? All right, go ahead. Oh, I have to go in another, um hold on. Oh gosh.
06:00
Speaker 2
just loading up my tools. All right, it's loaded up now. So I just want to make sure that you understand what you're going to pay. This is again one time. It's not monthly and it's going to last one hour. Whether problem's fixed or not, it's still going to be $[REDACTED_PAYMENT_DIGITS], okay? Okay. What I'm saying is that this is going to take one hour. So, I mean, probably an hour. If we cannot resolve this one, we'll see what we can do. Hold on. There you go. I'm going to need to ask your card information, but let you know, we do not store your card information here. And I'm going to pause recording if you're going to provide the card numbers. Sure, up right here.
06:00
Speaker 1
Okay, uh... okay, I okay, uh... okay. Try [REDACTED_PAYMENT_DIGITS] huh? you said did you want the credit card numbers? okay.
08:00
Speaker 2
hold on hold on let me pause the recording first a second go ahead with the numbers any number credit card debit card already paused the recording you can provide the card numbers now
08:00
Speaker 1
[silence] yeah Sandra Freeman November [REDACTED_PAYMENT_DIGITS] Okay? Did it card clear? Oh gosh. Let me give you another number.
09:00
Speaker 2
[KEEP_UNCERTAIN] Name on the card. Is it your name? Thank you. What is the expiration date? And the security code? Thank you. Uh I'm charging you $[REDACTED_PAYMENT_DIGITS] now. I'm also going to resume the recording okay? Uh I'm going to um do that now. Um still loading. Oh, uh I did not get the wrong number. So, um let me pause your recording again. I'll I'll read the card again. I mean I'll read the
09:00
Speaker 1
yes. I don't know why it didn't go through. Let me give you. Let me give you delete that one. Okay. Let me give you another one. [REDACTED_CARD_NUMBER]. December 26 579. [silence]
10:00
Speaker 2
So, that's [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], 0, [REDACTED_PAYMENT_DIGITS] Is that correct? It says declined. So let you uh one more time. Let me load this one. Okay, I'm going to delete this now. What is it? The number? And the expiration date? Security code.
10:00
Speaker 1
Yeah. I haven't done anything. Mm-hmm. I'm not on this. Wait, wait. [silence]
11:00
Speaker 2
Uh, so the the node, I mean the router, I don't know this should, so the router, is that connected now to the internet source or did you unplug it? I have not done that yet, okay. Press and release the reset button of the router. There's a reset button at the bottom part. Five times, one second gap between presses, so it sounds like this. Press, [silence] press, [silence] press, [silence] press, [silence] press. . [silence]
11:00
Speaker 1
press it five times. one, two, three, four, five. okay. it's basically a light purple.
12:00
Speaker 2
Hello. Yeah, about one second gap between presses, so press and release five times. What's the light on the top? Is it supposed to blink the red? Purple? Okay. That's why.
12:00
Speaker 1
[silence] Say what? [silence] It's gonna take how long? [silence] Okay. [silence] Alright. It's blue now. It's not blinking, but it's blue.
13:00
Speaker 2
I forgot to mention it's going to take three to five minutes. I'm setting a timer now. Five minutes. It's going to take five minutes for that to fully configure. If there is internet coming from the internet source, then that light should turn to solid blue. The light on the top. like its solid blue. five minutes. I'll let you know as the timer is up. You can take your time. Ask me questions if you have questions. It's blinking blue, right?
13:00
Speaker 1
Do what? My phone setting. On my cell phone? Settings, okay. I see Wi-Fi. What do you want me to do? Yeah, and that's it. Yeah, I see the little blue check mark in envelope, S-E-T-U. What do you want me to do? [silence]
14:00
Speaker 2
Yep. Yes, your cellphone settings, your smartphone. Go to Wi-Fi settings. Look for the Wi-Fi name, it's underscore Valpo set up, triple one, so one one one. And there, Wi-Fi, there's a list of networks, right? You can see a bunch of networks.
14:00
Speaker 1
I um. Yes. Okay. Okay. I went to Facebook. Um Are we still waiting for the five minutes? I pulled up Facebook
15:00
Speaker 2
Hold on, so your phone, is that connected to the Wi-Fi name underscore,velopp setup one one one and you confirm? Okay, then can you on your phone, can you go to any website, just open a browser, go to Facebook, Instagram, whatever page you want to access. I know it, it's all good if it's all good, then it should be working, can you pull up a website? Is it working, but were you able to open a page? I was in town transcribe this audio from the right channel. If there is [silence]
15:00
Speaker 1
all right yes now I wanna change it okay I got the Linku it says loading it says loading and to agree to the Terms and Conditions okay I don't have no Bluetooth it says enable Bluetooth so do what [silence]
16:00
Speaker 2
Do you want to name the Wi-Fi? Do you want to customize it or do you want to leave it as it is? I don't know. Change it? Okay. Open the Linksys app if you have the app in your phone. But if you don't have just download the Linksys app. Do you see on the app? Go. Agree. Uh-huh pick it. Fine. Yeah, enable Bluetooth. Yep.
16:00
Speaker 1
Well, what am I doing? What am I waiting for? It says I told you, I don't have a blue. It says able... Oh it already had to have little thing go on my ear. It says enable blue for the linkage apps. Go to settings and linkage. That's where I'm at now, right?
17:00
Speaker 2
I'll just continue the process. I mean, it's, the app is walking you through how to set up the router or configure the settings. So, continue that. Now, what do you see in the app then? that all the phone I think it have Bluetooth. well The option to...
17:00
Speaker 1
Hey, said, I would rather set up without Bluetooth. Okay. Connect the router to your modem or source of internet. Internet. It's connected. It says it's connected. Oh, click on it's connected. Okay. To plug additional nodes into pow near router, I don't know what that is. Next. Make sure everything has finished starting up. The light will blink while starting up and turn solid when it's ready
18:00
Speaker 2
Coming back skip that yeah how about we try skip that do you have what are the other options there. [ silence ] yeah let's do that. [ silence ] Yeah it's connected ok uh you can just continue.
18:00
Speaker 1
Ready? No light is already solid. Now what? Checking for internet. This could take up to a minute. Okay, it says name your Wi-Fi. Uh... has to have. Does it have to be in caps and stuff? Uh, under... Okay. Wi-Fi password. Put a password in here. [silence]
19:00
Speaker 2
All right, it's solid. Yeah, customize the Wi-Fi name, whatever name you want for it and the password too. uh, you can do that.
19:00
Speaker 1
Oh. Okay. If linkage takes your privacy and security very seriously. So continue. Do I hit continue? Now it says login. Skip for now. Okay. Please wait. Create your router password. So do another one.
20:00
Speaker 2
Oh, yes, continue. Skip that part. Skip for now. That's a different password. So, it's the login password to the app. That's not the Wi-Fi password. Do another pass. This one is a unique password so it will ask you to enter at least one character, one number and one capital letter. And at least 10 characters. proceed click next now this option no it so you can skip it next yeah Okay, go to your phone settings and go to Wi-Fi settings. Yeah, [silence] phone settings, and go to Wi-Fi settings.
20:00
Speaker 1
Wi-Fi settings. Okay, I'm on Wi-Fi setting. Is it for, um, private, private Wi-Fi? Join password. Okay. It's got a little check mark. Yes. Okay. [ silence] Lesson 18
24:00
Speaker 2
find the Wi-Fi name you created and enter the password you created. [silence] It connected now. Okay. Go back to the linksys app and continue.
24:00
Speaker 1
back to the you've got stuff open so much stuff open. okay I see. now let's connect to your new Wi-Fi once connected return to this app Lex, next, looking for your child nodes. it says next, Sally 1945 is ready. [silence] connect your device to your Wi-Fi. [silence] isn't it already? [silence] it says queue device.
25:00
Speaker 1
say one note what am I doing now new firmware available Hello Hello yes I couldn't oh what do I do now what it says update now
27:00
Speaker 2
[silence] uh, the router is now set up. If there's a firmware available for update, click that so that you don't have problem in the future, but it's going to take 15 minutes to update. So, just click update.
27:00
Speaker 1
This will take about 15 minutes. After which your Wi-Fi will restart. Okay. So after after the 15 minutes, what happens? Okay. Now, is this part of the hour? You're gonna hold on or what?
28:00
Speaker 2
Mm hmm. and you cannot close your phone or turn off the phone while it's doing it. So, yeah. Continue. It will update the firmware. Once the firmware is updated, you'll, then everything is going to be good. without the firmware update, I think it's going to work still. However, in the future might run into problems. So it's better to update now. it is part, yeah. it's okay. So, we're done. After that we're done.
28:00
Speaker 1
So, you're finished? Okay, so are you holding on? Uh, do you have to hold on for the hour or the 15 minutes? It's up to you. I don't know what I don't know what to do. Okay. As long as it don't go over the hour.
29:00
Speaker 2
yeah all you need to do is to update that we're gonna wait 15 minutes i if the the firmware is completed then yeah we're done all good. I will I mean it's up to you prefer to I mean do you want me to stay on the line or you want to do it by yourself? I know if you want to make sure that it's going to work after the update I can stay or if you if you want to do it yourself it's okay I we can hang up the call then that uh
29:00
Speaker 1
All right, I'm just gonna put your on. Do I need to just watch the, go ahead. I'm not, uh, not yet. I said, I don't have one yet. I'm going to see if my, uh, fire stick will work because it was filtering. And then it just went off. You said don't turn the phone on, didn't you? I mean, I'm not on the phone. I'm at the TV. To see whether the
30:00
Speaker 2
all right all you need to do is to click update now it will do the updater install the furniture peace don't turn off the phone and can do whatever you want will wait. while waiting for the update to be finished. Grab water coffee it's up to you we're waiting. it's going to take 15 minutes though uh ask me a question if you have questions. mm-hmm. sure sure so you do you want to update the firmware now or you want to do it later it's up to you. Yeah, well No, whatever.
30:00
Speaker 1
I said no sign off like a why is there a no signal? No, no, okay. Let me plug this back here. I'm going to lay my phone down.
31:00
Speaker 2
Okay, sure. Sure. you'll have to connect your devices to the new Wi-Fi. It's a new Wi-Fi. They don't recognize the Wi-Fi name unless it's the same as before.
31:00
Speaker 1
Are you still there? Hello? Okay. Has it Oh, let me go in the back and see. Has it been 15 minutes? I have to go I have to go to another one. That's all. [silence] I have to go.
34:00
Speaker 2
Oh yeah, I'm still here. I'm still here. is it finished? Mhm. I think now. It's been probably seven minutes. But is your Fire Stick working or? via cartoon, okay, thank you. Okay, sure. [silence]
34:00
Speaker 1
[silence] Okay, it says unable to connect. Network. Go, go to network settings.
36:00
Speaker 2
Is there any update completed or silences?
36:00
Speaker 1
for the 15 minutes now what came up I have to wait for that to finish before I set up the uh first it oh okay it says network disconnected. connected. disconnected. is that because it's uploading? Okay. So, it was never set up properly at first, right?
37:00
Speaker 2
still doing it what about the summer update? Is it finished? I know what you see. Oh yeah go ahead Yes, correct. I have to wait for that. I mean yes, yes, When it's set up, the light should be solid blue. Purple means it's ready for set up. Oh, I see. Depends, I would say. Depends, 15, 20 sometimes.
37:00
Speaker 1
Are we still within the hour? Yeah. Yeah. Okay. Okay. Okay. Let me go check the phone see how far it's going. And when it's set up, it should be solid blue. [silence]
39:00
Speaker 2
Sorry, uh, I was answering, were you able to hear me? I mean, can you hear me now? Okay, good, so yeah, we've been in a call for 38 minutes, so we still have time, and don't worry about time. I'll hop with this. Solid blue when it's connected to internet, yes, and configured. [silence]
39:00
Speaker 1
No. It's about halfway through. Has it been 15 minutes? Let me go check it. It says still installing. [silence]
42:00
Speaker 2
What happened to the update? Is it finished now? It's almost 15 minutes, but it should be finished by now. It seems like it's not even open yet. Does it even work? Do I even find it? I will go, I will click Install the Windows 10 Update. It's already at 24 or just paused offSo... I started downloading... the update at 307 AM restart at 608 AM but it's already 619 AM something's not right down here it here it says we are preparing Windows at maybe they Okay. Yeah, can you confirm that your subscription has been renewed and receipt sent out? Okay. Okay, you have the next button or continue?
42:00
Speaker 1
Number IP address up to date. So should that be it? Okay. All right. Thank you. No, not yet. I'm going to try to connect on all these devices. All right. Thank you. Bye. [silence]
44:00
Speaker 2
all right okay yeah, that's it all you need to do is to connect your devices now to the updated Wi-Fi name, use the updated password and all should be good alright, well if nothing else you take care, have a good one mm bye bye
44:00