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? Doing fine. So this is Mark from the Linksys level 2 tech team. Is this the best time to call you back? All right. I have a ticket already. Well, we have to close the ticket since we sent you an email and then we expect you to call us. So, if you have called us then the ticket will be opened again. But it didn't happen. So, we're opening it again. [silence]
00:00
Speaker 2
Hey, there we have. Hey, Mark. It looked like the ticket, did she put the, give you the ticket number or do you want me to give it to you? Okay, why was it marked closed? Because this was still an open issue. It's never been solved. Well, I'm at a point. Yeah, I mean, you know, we've gone through this. I've typed in lines of code. I mean, we've tried different things. This unit is not working. And I've never had anything like this with any of the Linksys routers I've purchased in the past. They've been, open up the box, take out the old router, put in the new router, assign my password and network name, and off we go. This one has been trouble from the time I took it out of the box to the couple of times that I've tried putting it into the system. And I'm fed up with it at this point. I mean, I would like to get an RMA, send it back, get it replaced, or I'm probably going to end up tossing it and losing the money on it. And if that's the case, I'll end up buying from a competitor. And I've only had this was.
00:00
Speaker 1
Okay. So, do you want to steal it up or what do you want to
02:00
Speaker 2
This is my fifth Linksys router. I've never had bad service. I've never had anything wrong with them. They've been fantastic up until the one I've got. And it just, it seems to me that it came from the factory defective and nothing that we've tried to do makes it work. And, you know, the one I'm using now is an old Linksys. It's a little slower because my internet speed has gone up and I need to put a new modem in to work with the new router, but I'm sitting with a new modem that I haven't put in and I'm using the old router, so I'm choking off some of the speed, some of the bandwidth, but I'm able to do the things I need to do on my computer, if that makes any sense. I want it replaced. I mean, I think I've gone through enough frustration. I've spent two hours,
02:00
Speaker 1
Well, that's, that's the reason why it was escalated to the level two for further troubleshooting. So now that you are at double two, we would like to extend the troubleshooting and determine what's really causing the issue. Because if it's, I'd say the box, then we should be able to set it up.
03:00
Speaker 2
with a level one tech going through and typing in lines of code where we were able to get my laptop to hook directly to the router and bypass the internet and try to get it to work and nothing would work. It would never establish a connection to the internet. That's been the problem all along. [silence] Well, like I said, we, we tried multiple times and it will not set up. It will not make a connection. There's no handshake between the router and the internet.
03:00
Speaker 1
that was with level one. So if you can connect this router to the modem, then we can start troubleshooting it. Or connect this router to your existing router. And then you still have internet while we're working. We're troubleshooting this router. Well, there are ports at the back of your previous or your current router, right?
04:00
Speaker 2
It just would not. The problem I have right now is I'm in the middle of doing something. So I need the internet and I can't I can't take the old one out. So maybe we need to schedule another time where I can block out the time and do that. How would you do that? Yes.
04:00
Speaker 1
Yeah, so. Yes, sir. Your existing router will be the internet source of this new router, that's it. The Internet, the one that says a yellow label, says Internet. [silence]
05:00
Speaker 2
interesting, okay. So, if I have an Ethernet cable coming off the existing router which port on the new router do I wish to go into the one that says Ethernet or the one that says yellow okay [silence]
05:00
Speaker 1
nothing is happening. Like there's no light on top of the router or in front of it. Is it plugged to the power? Is it switched on?
06:00
Speaker 2
All right, uh, uh, plugged it up and absolutely nothing has happened. Nothing is happening. No lights, nothing, nothing. I don't have, let me see if I can first. Um, square in the second.
06:00
Speaker 2
okay. All right. I've got a blue light it's not flashing sorry what I'm using a computer right now. I'm sitting in front of my uh desktop. Okay. Yeah, it's flashing you just started it? Just started to flash. All right. And I'll let you know when it gets there. [silence] I i I yeah
07:00
Speaker 1
solid blue. Okay. Now, try to check if your computer is, detecting, the, Wi-Fi, that's, printed at the bottom of this router. The default, like something that, uh, Linksys or, uh, vellop setup. All right. Well, that's better. So, it's, um, open the Wi-Fi of your computer or on your phone if the Wi-Fi of this router is on the list. Uh, in the case, uh, your computer is not detecting the Wi-Fi, open your computer settings or your Wi-Fi settings.
09:00
Speaker 2
it stopped flashing at solid blue all right I've got a solid red light now it just went it just went to red [ silence ]
09:00
Speaker 1
What's the Wi-Fi name printed at the stop?
10:00
Speaker 2
let me let me look i'm not seeing okay there's all right i i i'm i'm now connected wirelessly i'm connect
10:00
Speaker 1
Yeah. Uh what's the wifi name printed at the bottom of this new router? The link is just set up 069. So that wifi is it being detected by your phone or your computer?
11:00
Speaker 2
Connected to my network. [silence] The only name here is Linksys setup 0569. By my computer, it is not picking that up. [silence]
11:00
Speaker 1
Okay. still has a Red light. Okay. let's reset this router. But overt to the back of it, press and hold its reset button, keep holding until it shows a blue light again in front of it, then let go. Okay. If it's little, let's go. All right.
12:00
Speaker 2
That's right. Did you see those were alive? Yeah. All right.
12:00
Speaker 1
a red line is not is it not more of a purple pink right red. okay. and the wi-fi printed at the bottom. is it being detected by your phone or your computer? okay. can we connect your computer wired to this router the new router let's connect your computer wired to the new router.
13:00
Speaker 2
I came back to a red light. No, it's bright red, solid bright red. No, it is not. I'm sorry, what now? That means I have to lose everything. I'm working on. I've got stuff here that
13:00
Speaker 1
Your computer connected right to the new router. [silence] Do you have another computer? [silence] A laptop, maybe an iPad? [silence] And uh, we expect it to have a purple light after the reset. [silence] Now let's do the reset one more time. So, here's what should happen. [silence]
14:00
Speaker 2
That I can't lose right now. That means if I take the old one out and hook in, I'm going to lose everything I'm working on. I can't do that. No, my computer is connected to the old router and I've got the - and I'm connected to the old router to the new router as you asked me to do. No. We don't have a purple light. [silence]
14:00
Speaker 1
pressing and holding the bottom.
15:00
Speaker 2
Okay. The red light's flashing. Now there is no light. I'm still holding the button and there is no light. Is that correct? Now I'm. I have a blue light.
15:00
Speaker 1
What's the behavior of the line? Okay. Okay. Now let's check on your phone or on your computer if the default Wi-Fi is now being detected. Let's see. link set up zero six nine. [silence]
17:00
Speaker 1
Okay. [silence] Uh huh. [silence] Okay. [silence] No,
18:00
Speaker 2
Now, let me let me let me let me stop you right there and let's go back to one thing. This happened with the level one tech. This is where we had my laptop, which I don't have with me today. This is when we had my laptop directly hooked to the router or connected to the router. He had me set up the name of my current network on it. So it's not showing that linksys 069 because my current uh we renamed that the new router to my old router my old system. So it are we are we screwed there? Okay. It should be showing the 016.
18:00
Speaker 1
okay then alright connect computer to it [silence] alright it's printed at the bottom of the router [silence] and it goes it should say should say Wi-Fi password or password it should say
19:00
Speaker 2
Oh, whoa, whoa, whoa, whoa, whoa, whoa. Time out, time out, time out. It just now popped in. I'm looking at it now on my, I'm looking at it now on my desktop computer. Linksys setup 069 just popped in. Says enter the network security key. That's fine. I don't need any. I'm looking at the router. It call the Wi-Fi password. All right. f Okay.
19:00
Speaker 1
Is it did it connect? Yeah, but it's connected to the Wi-Fi. Okay. Now, check what's the IP address that your computer's getting. You can open command prompt. So in command prompt enter ip config and then just press enter.
21:00
Speaker 2
I, uh, we, hold on, uh, we double check.
21:00
Speaker 1
on command prompt [silence] yes [silence] yep [silence] it should show it [silence] immediately then so on command prompt you enter ip config, one word, press enter [silence] nothing happened
22:00
Speaker 2
Uh, that just took me something weird. That's not right. Yeah, from the command prompt. I.P. config, right? Do I hit enter or run command? I'm not getting any response. Yeah. Yeah, and nothing's happening.
22:00
Speaker 1
How long have you had these computers here? Which Windows version is run on? [silence] So, when you enter ipconfig, it doesn't show anything. [silence] Is there an error message? [silence] Do you have a button that says yes, no, something? [silence] Okay, cancel. So, the command prompt of this computer does not work. [silence] [silence] All right, let's check the IP address.
23:00
Speaker 2
So obviously, one thing is, this is when, this is Windows 10, it doesn't do anything. Now there's no error, no message. Just nothing. No. No. Nothing. Well, it normally does. This doesn't make any sense.
23:00
Speaker 1
So on the upper, or the lower, right corner near the date and time, click the internet icon. Then look for Network and internet settings. Then look for change adapter. What's that? Change adapter settings, change adapter options. [silence]
24:00
Speaker 2
Yes. Oh. Okay. Well, you know, it just brought me up to the status screen. [silence]
24:00
Speaker 1
does it show the IP address? So, uh, you click on network and internet settings. Is there an option that says change adapter options? Do you see ethernet? Do you see wireless? All right. I don't understand what kind of computer this is, but you don't see anything. Okay, so command prompt is not working. This one is not seeing anything.
25:00
Speaker 2
no. no. [silence] No. [silence] I don't want to have any I don't have any of that. Well, I'm on the status of network status. That's the page I'm on. [silence]
25:00
Speaker 1
Okay. To you mean command prompt, command prompt only works with the old router? Okay. Can we do a remote access instead? Sir.
26:00
Speaker 2
This, you know, it, like, my old, my old, the router works fine. This is a Hewlett Packard, or excuse me, this is a Dell computer. I mean, if I took this out, if I just immediately, unplugged the ethernet on this, or signed it off, I'd be right back where I am hooked up to my computer, hooked up to an old Linksys router, and working fine. With no trouble whatsoever. No, I don't know why the command prompt didn't give me what we needed. You know what, I think I'm gonna throw the damn thing in the trash can and go buy another router. I'm tired of this. I'm not a computer guy. I'm a mechanical engineer, retired, and a business person.
26:00
Speaker 1
All right. Uh, well, uh, before you hang up, Sir, try to check if you have internet access in your computer. Like, try to search for anything. it's no longer. it's no longer connected to the Wi-Fi of the new router. okay, hold on. so, aside from connecting this computer to the Wi-Fi of the new, you
27:00
Speaker 2
I'm not you know, sitting here coding and doing all that is not my thing. I've done the computers. I hook up routers. They work. This one doesn't. And I'm tired of it. I'm sick and tired of it. I did. I did. I'm sitting here right now. You know, I have I have internet access because I'm coming off the the old router. And and whatever I need to do, I I could do. No, this is not connected to the old router. This is a straight Ethernet straight through the router to to the computer and I'm working fine with no problem whatsoever.
27:00
Speaker 1
router it's also connected wired to the old router. Okay, disconnect the wire. Yeah. Okay. Alright. [silence] what we're doing this is because this model is no longer being manufactured we can no longer replace this and I'm pretty sure I'm pretty much confident that we can get this to go online uh if this is not the right time we can do it in another day. all of the models are no longer being manufactured um so That is right. We're in the middle of we're in the middle of changing our business models. that's all that I can say for now.
28:00
Speaker 2
Or not making any more Routers. Why? You were good. Oh, that's crazy. You were a damn good manufacturer, trust me. You guys were good. All right, so, okay, all right.
29:00
Speaker 1
At the moment, we are not. Okay. I understand. If that is the case. Yeah. Yeah. Well, you know, feel free to give us a call if you've changed your mind. You're welcome. You're welcome. [silence]
30:00
Speaker 2
that answered your question I'm just going to I'm going to take it out of the system and and just and walk away I it's a shame you're not making routers anymore because you used guys used to make fantastic routers okay well then then then then I'm done thanks for trying it isn't going to work so I'm out okay all right well I'm just I'm just going to disconnect it and walk away we tried all right thanks bye
30:00