Speaker 1
this is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello ma'am, this is Elle from Linksys Technical Support. Can you hear me? [silence] Yes, I can hear you. Thank you so much. Um, the call I think some Ah, yeah, so that's why. Okay. But thank you so much for answering the call back. Uh-huh. [silence] You're welcome, you're welcome. Thank you so much. So, um, yeah, earlier we stopped on when I asked questions that you have a 5 Gb of subscription, right, from your Internet Service Provider.
00:00
Speaker 2
Yes. Yes, can you hear me? I can hear you, but you could not hear me. And I don't. Yeah, I kept going, hello, hello. I know you could hear me. Well, thank you for calling back. 'Cause I'm like, oh, no, I gotta do this all over again. So, thank you. I don't know what happened. I checked all my settings on my phone. Nothing changed, but somehow didn't work. But thank you for calling.
00:00
Speaker 1
how much is your subscription speed, ma'am, with your internet service provider? Yeah, but how much are you paying with your internet service provider? So, you have 읭
01:00
Speaker 2
Okay. I didn't understand what you asked me. Say that again. Well, I'm supposed to get the 5 gig. It goes down really low when I do a speed test. Is that what you mean? That's what optimal. Okay. They said I was getting like one and a half, two, it was way below. So, they were like, okay. You've got a problem. So, somewhere, it's not coming through. So, let me explain what happens. So then, Optimum, after they found that out, they sent their Technition to check everything inside too. They said, it all comes to the door outside and stops going in. But, so what they did is they replaced my modem. I have an Optimum. Optimum is in Stable constion. It's same as all these. So, I pay from my five gig. They also do my. my optum covers my TVs and everything like that. So, um, Verizon is my phone. That's a different thing. But, um, they replaced my modem. Inside the modem, it comes with a router from Optum. I don't want to use it. I use my Linksys. The Optum repair people agreed. They said, "Your Linksys is far better than anything that Optum's giving you, but it's built into the modem anyway," so just download it as a second network that if you want to use it, you can switch to it. Otherwise, stay on the network you have with Linksys." So, that's what I did. That all came about because my printer wasn't working wirelessly. That wasn't connecting and then they decided to do an update on my computer. Somehow cut it off and it didn't. So, bottom line is, I have a new printer coming tomorrow. I'm thinking of replacing it by Linksys 'cause what 'cause when I called Linksys about the problem, they That lady that I spoke to was probably, uh, now a month ago, when I started the problems. And she went through the whole system and said, well, you have the five gigs on your Linksys, but not your three of those little cubes. But you can't update it anymore. We would send you the updates, but you can't do the updates because something about my machine is from 2019. I don't know if the machine is or the data is, but that was the date they gave me. But then she said, the machine, the Linksys was four years old. So the bottom line is she says I can't help you because you can't update it. So I said, do I need a new Linksys system? And she said, you might. So I have gone for the last two weeks. I have gone in and off the phone with Linksys support. I've been on with Apple support. I've been on with Optimum. And [silence] Nobody is totally sure other than something didn't update right. My computer's running on Tahoe, which something about the Intel system it changed, but according to Apple, I have their fix for it, which is something called Rosetta that's built into my computer because my computer's 2021. So the only thing I would need new, I'm thinking about is a Linksys. Now, what I called Linksys the other day, and they were trying to fix it, and they weren't sure. Here's the problem. The guy said, well, I recommend, I said, if I need a new Linksys and I need a new system, which one do I need? And he said that I should go and I should get the Linksys um MVE 7000. It's a tri-band. So he sent that to me, and we hung up. And I said, Where do I get it? Can I get T because last time I got my Linksys from you guys, because you used to sell them. Well, somehow they did. They had it because I had a problem and then they said you can buy it from us. So I did. But, um, in any case, when I went to look up on Amazon that MBE 7,000, it comes up with a sign that it's only available in Hong Kong. And then I looked up some other things on Amazon, which I have the links 'cause Velo because I have a Velo. I thought maybe this was the right one, but I need to ask you cuz I've no clue, but it says 6E Wi-Fi because I definitely need five gigs. He's on better off if I get your new ones that go up to six on the triband, which sounds right. But even that one, like the one pack, two pack and three pack also.
01:00
Speaker 1
Well, first thing, uh, yes, I'm sorry. Yeah, for as of now, um, yeah, we don't do direct, uh, we actually, we don't do direct sales on our end since last December of 2024. So, um, we are actually dependent with our third-party resellers, which are Amazon if online. And then Best Buy, Walmart, Costco, Target, and other retail stores. However, um, regarding with your, um, question, in terms of MBE 7000, as of now, we also can't provide any information as to when will it be available, um, in the US. So we're actually still working on it. And
06:00
Speaker 2
They say currently unavailable. We don't know when or if this product will be back in stock. So do you know the answer to any of that? There's a lot of that. Uh Yeah, it's just it's confusing.
06:00
Speaker 1
We're actually still waiting from our upper management as to when we will have the Mbe7,000 in stock. Also with the MX 6200. Well, to be honest, Mom, we really don't have any information if we will have the one in stock back in the US. Well, for this one, regarding with that one as well, before we proceed with the sales, in terms of the specifications of the MBE 7,000 and then the MX 6200, you've mentioned that you have... MX 6200.
07:00
Speaker 2
Ele e you think you might get it again? Or you don't know? Was it a good choice for me? If it were in stock. I want to write it down. Hold on just a second. The other is M X what? Six Two Zero.
07:00
Speaker 1
Yes. That's the model number. That one, Ma'am, is the Linksys velop 6E. So it's using a Wi-Fi velop uh, velop Pro 6E for Echo. Pro 6E for Echo. Yes. Yes. That is a tri-band router. Um yeah, that is a tri-band router that uses uh, that that actually uses Wi-Fi 6A technology. Um, however, you've mentioned earlier that you have a 5GB internet. So we can connect uh, one node of the um, velop 6E as an access point. And another velop will be uh, acting as the main router for your internet source. So, we won't be needing the existing uh, Linksys router um, that you've [laughs] that you currently have. So we'll be um, also will be using uh, the velop 6E as a main router. Okay. Ma'am. No, it's the best combination. Ma'am. Okay. Um, you know, normally if you have 5GB, it would go up to 4Gbps up and down, right? But the velop 6E, because it has the 10 Gb capability uh, his throughput will actually result to 9Gbps up and 9Gbps down, which is faster than actually using your main router. And if you can provide, uh, the screenshots of the firewall settings of with, uh, also the lan uh connections of the ui, um we can help you to that. But for now, um, I recommend you that we need to use uh Wi-Fi 6E uh router for your main router for you to take advantage of all the 10GB capability.So will that be alright with you Ma'am? [silence]
08:00
Speaker 2
Pro-64? Sixte, epo? Oh, so P-R-O-X-X six E okay, is that a, what is, is that a tri band? Is that a dual band? What
08:00
Speaker 1
Internet connection. This one ma'am is uh capable only to carry up until one gig of internet from your internet service provider. So, um well, it yeah, if you have five gig, Ah, no, it's actually only capable of one gig internet connection. That's six gig that six gigabyte is actually composed of um composed only of how much your WiFi connection is, but it's limited of in terms of internet. So, if you have, yes, that's what I'm actually also about to tell you. Um, we do have, uh we do have a different system, which is the um
09:00
Speaker 2
okay so that would not be a good one for me
09:00
Speaker 1
BlinkSys Velop Micro 7 Router. I'm not quite sure if that would be, you know. But, I'll send you a link on that one, ma'am. An article that you can check for the LN 1600. However, that one, that one is capable only up to 2.5GB of internet connection. So, Yeah, we don't currently have a router as of now that is capable to carry up until 5GB of internet if your subscription speed is 5GB internet with your internet service provider. Or 5GB when you combine the Wi-Fi.
10:00
Speaker 2
Hold on. Five seven router. Okay, Rick. Okay, so that's not good, right? But how come my, my one that I have now says five gigs on it. Ashley.
10:00
Speaker 1
that that that actually refers to the speed that your Wi-Fi can carry. However, in terms of internet connection, it only can carry up to 1G. Yes. But So we have So in terms of this uh in terms of this feed connection, we do have [silence] The system. Um this one here based on the can you confirm frst Nam, is this the correct account? Can you confirm the frst Nam and last name and then the Email?
11:00
Speaker 2
Five Gigabyte refers to the speed of my internet. So why do I have one that does five and everything? It's, you know, Apple saying my computer is going at five, my TVs are going at five, everything's going at five, but it's not doing five in here. But my Linksys it's the five. But can you see what my system is now? My links is. Sure, uh, Constance Simpkins "." That's Easter Bunny
11:00
Speaker 1
Okay, thank you so much. So, based here on the account, you have the MX 2,000. So, this is Yes. And it uses it uses Wi-Fi 6 technology. So, um, this actually, this speed can only go up to 3 gigabit per second in terms of Wi-Fi connection, because it has 2.4 and 5 gigahertz combined. So, with that Wi-Fi band combined, your speed wirelessly can go up to 3 gigabit. However, in terms of internet connection, you can go up to 1 gigabit of internet connection from what it can carry from your internet service provider.
12:00
Speaker 2
I have the MX 2000.
12:00
Speaker 1
So that's why, yeah, 1 gig, uh, 1 gig of internet? Yes, using the MX 2000 that you have. Yes, that's correct ma'am, yes, because the device that you have is only capable up until 1 gig. So it will always be limited on the specifications of the device on how much it can carry. So if you have, um, if you have 5 gig from your internet service provider, you really need to have a router that can,
13:00
Speaker 2
So it can only carry- or let me just write this. -up to the 2.4. Oh, up to 1 gig of internet connection from Optimum for me. Is that- maybe that's why I pay for 5 gigabytes to come to my apartment, but it doesn't register much when I get in. That's what I'm saying. Your devices aren't getting it. [silence] [Hmm.] [silence] [Okay.] [silence] Any final questions?
13:00
Speaker 1
Well, carrying up. Uh, 5 gig of. Then, connect you, uh, whether it's Wi-Fi or. Internet connection. Uh, yes, correct. Okay. Uh. [silence] Uh, well that's, I'm, uh, actually going to tell you as well. As of now, we currently don't have any hardware or routers that carry up until um 5 gigabit. So far, we do have the "LN 1600" that only carries 2.5 gigabit of internet. Um, it may be hard for me, but I would suggest you maybe you can try a different router or different manufacturer. Uh, I think others have, um, an option, uh, depending on their network. [silence]
14:00
Speaker 2
Okay, hold on. That carries up to five gigabytes for my internet connection or of internet connection, right? [silence] Does Linksys make that?
14:00
Speaker 1
to carry up until 10 gig. I'm not quite sure what uh what manufacturer is using a router that carries um up to 10 gigabit but I think you really need to have that one since you're using 5 gigabit of internet subscription from Optimum. So at least you can maximize the internet that you're actually really paying. uh… that is the LN1600, ma'am. That is our wic yeah 1600. Yes. It only has um 2.
15:00
Speaker 2
up to 10 gigabytes to optimize. The highest one that you had, what was the number of that one that goes to the two point something? It was MX something. Looks like LN-16 00 but it only has to point.
15:00
Speaker 1
Five gig, of internet. Well, as of now, sorry, well, to be honest, Ma'am, we're actually partnered as of now with most of the internet service provider, so we don't have really much more information in terms of that option, but we received like a bit, more likely possible, but we actually are creating, I think, uh, we got an information like last week, um, we will have newer,
16:00
Speaker 2
Why did, why didn't Linksys update their stuff? You don't know, right? I said, do you know why they wouldn't do that? [silence] Does that, that mean they sold their company to somebody else? [silence]
16:00
Speaker 1
routers or products probably by next year, but as of now, we're, we're actually maintaining with what do we have right now. you're welcome. I have to be honest because yeah, you're welcome. I know that you actually know your stuff. It's just that I have to be really honest in terms of so [silence] yeah, because yeah, you're welcome. I know that you actually know your stuff. It's just that I have to be really honest in terms of
17:00
Speaker 2
I think you're the first person that's been honest with me at Linksys. I really appreciate that. Because they kept telling me I need to do all the... You're, you're finally, you're finally explaining to me what's been going wrong and what I've been complaining about. Not being a dropped calls, can't put my internet sometimes a page doesn't download, all that kind of stuff. And everybody would say, no, no, no, we don't know. And then all the run around every thing I told you and hours on the phone. And that other guy recommending that 7000, but gee, it's only available for Hong Kong. So that doesn't help me in the United States. But you're the first person that told me the truth. That makes sense. So, I appreciate that.
17:00
Speaker 1
senses of what you actually really need because it's it's actually not quite fair that you have five gig of internet connection and then your devices that you have is aside from the MX 2000 being outdated in terms of the firmware which usually affects the performance of the devices and the mesh system that you have you really need to maximize mem the one um the subscription that you're actually really paying because I know that it's not it's not that cheap to um pay for 5 gig of internet connection I I know that I think it's actually really too expensive, so you really need to maximize how much you're paying for with your internet service provider and our devices yeah. correct. [silence]
18:00
Speaker 2
Right. That, that are that are not that or just dropped off my service because I won't need it. One of the two. Because I'm paying for something that I can't get and nobody's explaining to me why I can't get it. And that included Apple support optimum. And [silence]
18:00
Speaker 1
**NOT_training_Expert:**
19:00
Speaker 2
Link this and my Epson printer all the companies, I don't know if they just don't understand tech that well, but that's their health department, so I'm hoping they do because I didn't understand and I needed help, so I didn't know what was going wrong and no one else is explaining to me what goes wrong, including Optimum that says, all right, you're not getting this service here. We're delivering it. You're five gigs, but we don't know why. Well, the problem is because Linksys only goes up to that two point something on my system, which makes sense, but Optimum couldn't tell me that. You're the first person that actually told me what the problem was, which you know then I'm not replacing everything else in my house, which like you said is really expensive to start doing and it wouldn't solve the problem because I still need a router that goes higher than 2.5. I need it to go to that five gig at least.
19:00
Speaker 1
Yeah, if how much really is your subscription speed? Because it's not fair as well that you actually, online, really do not know what's really happening. It, it's quite challenging, I understand, how frustrating it is to, you know, change everything, do everything, and still not be able to get something that you're actually really paying for. So, um, Yeah, I'm glad you're actually out there to me but.
20:00
Speaker 2
That's exactly what's been happening. It's been happening for a couple years. That's how long they have not solved it. You're the first person that knew. One of you in every place that I spoke to, didn't know what they're doing. Because everything you say to me, then I can understand it. You know, and what you said, thank you for explaining so I can understand it also. You know, then it's like, oh, okay, now I know what the problem because each one I'm saying, what do I need to do to solve the problem? And nobody knew. Ma`b`ey they just aren't that understanding of the
20:00
Speaker 1
Yeah. Yeah, that's, that's true. And, um, I'll, I'll try it for this one. Um, I'll try to, um, check with our [silence] upper management. I'll relay the feedback in terms of, you know, maybe they can, in in the feature, maybe they can include a router that at least will be compatible with 5 gig of internet because I'm not quite sure what's gonna be the.
21:00
Speaker 2
[KEEP_UNCERTAIN] broad sort of broader range of products to figure that which means all those companies need to train their employees better because I'm not the only one who's not going to get an answer. You know like I'm just trying to solve it. You know but what you said makes sense. Um I, honestly I wish Lynx. I like Lynx. They are recommended because I have a Mac computer and they Apple recommends them but I don't know if I want to wait an entire year to maybe get a system that works.
21:00
Speaker 1
Oh, yes. Okay. Yes. Hopefully. Yeah. Maybe, hopefully.
22:00
Speaker 2
[silence] I mean, [silence] but your other guy who helped me the other day directed me to one that's only available in Hong Kong. Since I live in the United States in New Jersey, that will not help me [silence] being good. But [silence] other than that, it seemed like a good choice. It had three bands. It went up to six gigabytes. I would have been I would have been happy to buy it. But and it wasn't available. So then I was back to wondering why did you recommend something that I can't have? But maybe there'll make something like that here. You know, that that would be fine. I would get that. And apparently they've got the technology. I don't know how different the technology is in Hong Kong, but I would imagine the router couldn't be that different than it
22:00
Speaker 1
Yeah, but so, in terms of routers that released actually on a different country, the difference on that one, even if they do have like the same performance speed and specification, they do have different firmwares, ma'am, that is actually compatible with, um, I think that that depends on what their internet compliance, uh, if, if we're actually speaking in terms of government compliance for networking. So, that's the difference that you only have when you have the MBE 7000 in the US and then MBE 7000 in the Hong Kong. But supposedly, it should work, but there's gonna be limitations in terms of the firmware or software inside. So, that's why, yeah, I'll, I'll raise that one. I'll send the feedback. I'll relay a message to our upper management about that one. Because, yes, that would be, yeah, that's correct. That's correct. But, as of now, yeah, we, we do have different uh, rules and regulations in terms of different country, but hopefully, hopefully soon maybe that would be possible. Yeah. Correct. That's correct. At least it would be easier. So, um, yeah, so far.
23:00
Speaker 2
maybe they'll work on making one that goes on our system. Yeah, maybe... whatever it is they have to do to make it compatible with the stuff we have here in the United States would be nice. Of course, it'd be really nice if the whole world went on one system and then we didn't have to figure this out, right? It would be. Well, we're going to have a lot of adapter plugs and all kinds of different things. It'd be nice if they just had one system that we can figure out.
24:00
Speaker 1
you're welcome. no,
25:00
Speaker 2
oh I kinda know what to look for and I appreciate that. I hope you do tell them you know that we really would like to see some routers next year. I don't know what their problem is why they stopped but I know you know there are possibilities. Maybe they got owned by somebody else. I don't know. But I hope they're a good company. They were a good company. I hope they continue to be a good company. I hope they do make the new ones. So in case I get this one working even if it works at the 2.4 uh I mean it says it's 5 GHz but it's not for the Internet. So you know eventually I could hang in there for six months if I can get my printer working and everything. Uh we'll see when I get the new printer. If that works, that's one thing down. And then I could wait but Linksys has to build it. They have to actually make it. Build.
25:00
Speaker 1
You know maybe I'll relay the feedback or message so at least they will consider in the future getting a much more higher router in terms of the in terms of the internet hardware of it because um yeah I know that there's actually internet service provider along us that provided more than five GB of internet connection so yeah I'll try to let them um no ma'am no worries. Yeah. I'm glad. I'm glad. You're welcome. You're welcome. You you as well. You have a wonderful day if anything else you can just give us a call back anytime okay? You're welcome. Bye.
26:00
Speaker 2
Thank you. Thank you so much. You have been probably the biggest help and tech that I've spoken to in probably a year or so. So I appreciate it. Thank you. Yes, I am too. Thank you so much. You have a wonderful day. Okay. Thank you. Bye bye.
26:00