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 dot linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. [silence]
00:00
Speaker 1
Yes, I'm having issues with my Linksys router. What's that? Yes, my router is in my apartment and it's it's everything's hooked up and
03:00
Speaker 2
Thank you for calling Linksys. This is Karla. How may I help you? Okay. And what exact issue did you encounter, sir? What issues did you encounter on your router?
03:00
Speaker 1
I'm just trying to get a connection to my phones, like my devices, as well as my TV. My TV, it shows that the signal strength for the router is excellent but there's it it's saying no internet connection on the phones and it will not connect on the TV. Yes, yes. Uh the model number is E5350-30K.
04:00
Speaker 2
So this is more on a wireless part of the printer. It's not getting internet connection, correct? And so may I know the model number and serial number of your link of this device? And how about the serial number?
04:00
Speaker 1
1-0-M as in Michael. 2-7-A as in Apple. 0-8-9-7-8. That's correct. That's correct. I was this soon. I'm assuming it's length six. I'm not you mm-hmm. I'm not sure. I just moved into this apartment.
05:00
Speaker 2
uh-huh. Okay. that's three zero K4 Kilo, one zero M for Mary two seven, A4 Apple, 08 978. Correct? and the model number again is an 1853 50 all right. Who's the internet service provider? sir. Your internet provider. Your subscription. Okay. because um this type of connection doesn't work very well with other internet providers. So what happened is if you subscribed with a different internet provider of the ZTE, then the service provided will be limited to what time frame of the capacity of the ZTE. So people will only be able to use the network utilized by it because we have different provider. And that's how it started. Then we put our own something so the url is www\.xlt\.net. X-L-T. net. And you want to use it like it looks like a word. Then you can enter when you're connected. Oh, that's when you want to use it. Great. You can just enter www\.xlt\.net through internet connection. That's right.
05:00
Speaker 1
Yeah. Um, I just moved into this apartment. I'm not sure my landlord, it's actually my landlord had it set up. Yes, none of my devices will connect to the router. No. Yes, like all the devices will not connect.
06:00
Speaker 2
of device that you have, sir, it needs to have an internet service provider. This is not a, like, can provide its own internet. Okay. They have a device which is currently connected to, like, a computer that is already online or none of your devices can connect to the internet. Okay. Sir, let me just continue creating a record for this. Can I have your phone number?
06:00
Speaker 1
Yes, it is area code 205-667-4048. Will, my first name is Will W I L L and last name is Pitts P I T T S. It is all lower case, pits.pitts37rr@yahoo.com That's correct. [silence]is all lower case.
07:00
Speaker 2
Okay. All right how about your first name and last name? And how about your your and add email address? Okay so that's your last name, P-I-T-T-S 37 R R.R@yahoo.com. correct?
07:00
Speaker 1
Yes. Yes, it is connected to the wall. [silence] Um, I'm pretty sure it does, because I just moved in, I think, last week, and then internet was working, then when I moved in, but then it just stopped working a few days ago. Yes, it will, it will bring up the router name, which is Linksys, uh, that, the router name.
08:00
Speaker 2
Is there a cable connected at the back of it and it's connected to like probably a wall or connected to another device? And have you tried if that wall has internet connection? Okay, because it shows when you try to connect your TV, it can connect to the network but it's just that it doesn't have internet connection, right?
08:00
Speaker 1
Um, it brings that up and it shows on the TV that the signal strength is excellent. But when you click on it to try to connect, it doesn't want to connect. Yes, there's a computer here, but it doesn't connect either. It's a laptop. Uh yours is a windows, is right? Yeah, Windows. It is it green.
09:00
Speaker 2
Okay, aside from the TV and your phones, do you have a computer? Is that a desktop or a laptop? And is it Mac or Windows? Okay. What is the color of the light right now on your router? My router? [silence] Light has no color.
09:00
Speaker 1
Yes, I ... when I try to connect it to any of my devices, I put that password in, the password that's on the bottom of the router, I type that password in and it will say that I'm connected, but then it'll pop up no internet connection.
10:00
Speaker 2
Okay, it's green. All right, so probably also that it won't connect. Maybe there are some settings on the router that needed also to be um, uh, um, changed or maybe needed to be a check and synchronized it to your um, computer and your uh phones and um, TV. When you tried to connect sir, did you input the password? Is that a secured network? Um, um, uh, Okay. um, so it can connect to the it can connect to the network, but no internet. Okay. Um, maybe there are
10:00
Speaker 1
[silence] Your computer don't have that duet? It's probably not gonna one either. I don't have an old [silence] computer. Yeah, no, this laptop doesn't have that [silence]
11:00
Speaker 2
Laptop has an ethernet port where we can plug in the cable. Okay. Um, um... Okay, we can, um, um, like try to do some power cycle on your router, but before we do that for any troubleshooting, sir, let me just inform you about the status of your router. Um, it shows here on our system that this step or rather that you have. is already out of warranty and complimentary phone support is no longer available. Okay? But we do have options for out of warranty Linksys devices. The first option is you can take advantage of our um AI tool that can be found on our website support.Linksys.com. Our second option is we can provide a one time non-refundable techs-upport that will last up to 60 minutes of troubleshooting and that is our paid Connect Service and that will cost you $15. And if we found that device is defective, there will be no replacement or refund. Okay? But since your concern right now is for the internet so we will try to do a power cycle the router like we're going to turn it off, leave it for 30 seconds and turn it back on. If still if the internet light or the the internet is still not working then you need to [silence]
11:00
Speaker 1
Yes. Does it? Yes, unplug the power cord. OK. Does the- Yes, it's plugged in.
13:00
Speaker 2
To select with our options for out of warranty before we can proceed for any troubleshooting, okay? Okay, so can we turn off your router? So just turn it off. Just unplug the power cord. Then make sure that make sure the ethernet cable that connect to the router and to the wall should be properly plugged in. Okay. [silence] There is no beep [silence] Just checking the LED lights front in your router. Do you see? [silence]
13:00
Speaker 2
modem like a physical device, um, connected to the router, just, uh, direct connected to the wall, right? Mhm. okay, please turn in the water. Then wait until the light turns solid.
14:00
Speaker 1
Yeah. It's showing green like it's staying green, but it's kind of like it's got a glitch to it where it's kind of kind of flashing, but it's staying green. If that makes sense. [silence] Yeah, [laughter] you could you can click on the router name and see [silence] it says no internet [silence] [laughter].
15:00
Speaker 2
Okay, power, uh, light. Is it solid right now or is it still blinking? Mhm. Okay, yes. Can he then check on your computer or in your phone, check if it shows, is it connected to the Wi-Fi? And check if it's online. Yes. [silence]
15:00
Speaker 1
the network will say it connects, but then a few seconds pass, and it says no internet connection. [silence] Okay, just one second.
16:00
Speaker 2
okay so in this case sir um since we already power cycle the router like it off the internet's still not working the next step that we're going to do is um you know we recommended to please um connect your computer directly to the wall without the linksys to verify if they're still active internet just to make sure
16:00
Speaker 1
Yes, my laptop does not have the connection for the, have the port for the cable that goes, comes from the wall. We will just call the internet real quick, the, internet provider. Uh,
17:00
Speaker 2
um hum because um to start for any troubleshooting here sir we really need to validate it first the connection from the wall because no matter how we do uh how we troubleshoot your linksys router if there's no connection from the wall then all that will be useless so we need to test it first the connection from the wall before we do anything on the router. And who's your internet provider sir?
17:00
Speaker 1
But he says it's plasma. We have no way of connecting the cord from the wall to a device.
18:00
Speaker 2
But just to really make sure, sir, if that connection to the wall is working, that's why we need to test that, because possibly Spectrum will just check the line from their end going to that, but how about that connection from the wall? So we need to test that as well, just really making sure that that connection from the wall is working. Because even though your internet provider will say that the internet is working from their end and still the same, we haven't tested the connection from the wall, then we cannot be really sure that the internet is working.
18:00
Speaker 1
Um, no, we don't have access. We don't have access to any device of any kind that we could have a port to connect it to the wall, unfortunately. It's connected to a a router or a modem. Yeah, I think we're I think we're just going to have to reach out to the to Spectrum, the actual internet provider and see what just to see what they say. Um, and go from there.
19:00
Speaker 2
do you have like someone that you've known that has possibly that we could like ask to kind of test that that wall that condition from the wall is that connected to a device or is it connected to a modem Yes, sir. so because again we need to validate first before we do anything.
19:00
Speaker 1
Is there any way I can I can call you back here in just a few minutes? Okay, that will work. Okay.
20:00
Speaker 2
Troubleshooting, just making sure that everything is working fine from the wall, okay? Since that is the source of your internet. We need to make sure that that is working. Okay. And regarding with your routers, since your device is already out of Warranty Service, if you need further assistance with that, you need to, like, again, choose which options would you like to proceed, okay? Yes, sir, you can always give us a call. We're open until 11 p.m. Eastern Time. Okay. So, just give us a call and I'm going to give you a ticket number. Okay, your ticket number will be LTS 0001.
20:00
Speaker 1
Okay. Okay. Okay. Thanks.
21:00
Speaker 2
34002. but again sir for um just for recommendation in this one after calling your internet service provider it's really possible if we could um check the active connection from the wall okay so that will be the first step and you may also check our website that's support.linksys.com alright so thank you for calling linksys this is Karla by for now
21:00