Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-wana 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options press 2. If you're experiencing issues with your link product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support. You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Yes, sir. I'm here. I'm listening. Yes. Okay, sir. I will put myself on mute. I'll let you explain your concern. [silence]
00:00
Speaker 1
Okay. Yeah. I called a Spectrum because what I'm having trouble with is accessing my my two of my bank accounts that I never had trouble with before. Uh, I've also, uh, been noticing, um, uh, that my, uh, uh, that, you know, it started happening. So I, I called them up and they checked the modem and, from their end and they said, no, everything seems okay here. They even did a reset and everything. Uh, and and so what I did is I, I unplugged and the router and, uh, to see if that would help. Uh, but, um, it's not doing that. I cannot, uh, seem to access the, um, you know, my bank accounts through the through that and I called the banks and, uh, they said that, uh, uh, it, it sounds like it's a, you know, uh, uh. You know, between the, the, you know, between the router and and the computers. I got two computers and neither one of them can access. Um so I don't know what to do. Hello. [silence] No, I, no, I, I went ahead and unplugged the router. I did a a default a default.
02:00
Speaker 2
Alright sir, thank you so much for raising this concern to us, and uh, just to make sure that I got your concern correctly, uh you got an issue that came up uh a weeks ago wherein uh you're unable to access two of your bank accounts. And, um, uh as what I've heard, you've mentioned that you've tried to remove the router from uh the picture, and still you're unable to access uh the bank accounts. [silence]
03:00
Speaker 1
I'm on it. And then I I can't hear, there's a lot of noise in the background. Um, I, I unplugged it to reset it to see if, you know, uh just unplugged it and then gave it a few seconds and then plugged it back in to see if that would clear it. But it's still not allowing me to, um, uh, you know, access my accounts on on, uh, on the internet. Right. Right. Right, right. Uh-huh.
04:00
Speaker 2
I see I'm I do get where you're coming from, sir. And um, so you have tried to do a power cycle on the router as well as the modem. Okay, sir. So, for us to um, isolate the issue, sir, um, I would need to I I mean, I would like to you to perform uh, something, but before that,
04:00
Speaker 1
Yeah. Oh, well, how does this work? They say that since mine is out of warranty that there's a, I, I can pay for technical service, uh, service? How does that work? Okay. Okay. Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Yeah, Ruben, R-U-B-E-N, Amador, A-M-A-D-O-R. Cortical computing. Right. YA-hoo.com R-J-a-you're right. Okay. [silence] Yes. Uh-huh?
05:00
Speaker 2
[silence] alright. So that's Ruben Amador. How about your email address, Sir Ruben? okay. So that's R G yeah. That's Romeo Juliet alpha four six at yahoo.com. You got it. And then uh your phone number is 305 and uh okay. There's a record of you here. Let me just pull it up. Okay. All right. And then uh I believe uh you got a linksys router with the model number E5400. Okay. Soary5400. the can you provide me the model numbers? [silence]
06:00
Speaker 2
all right sir thank you so much for that one let me just uh repeat it's um 30 n 1 0 m 2 8 d for delta 0 7 6 6 6 okay and um uh i believe
07:00
Speaker 1
right okay yeah the other thing I've I the other thing I've started noticing is that when I'm on the computer and all of a sudden the no no internet connection keeps popping up and also I've got the Alexa and it sometimes they'll just stop playing and I'll say Alexa you know uh continue playing and it'll say no no internet uh so it's almost like things are happening intermittently too you know
08:00
Speaker 2
All right, sir. Uh, let me just check this one here. Uh, I mean, your, your router, your serial number. Okay, just, uh, a little bit more signal to confirm your identity so just. I see, so you're having also an intermittent uh internet connectivity.
08:00
Speaker 1
Yeah, right. I can tell you there, uh, with the app on the phone, I have no problem accessing that. That, that's when they told me, uh, yeah, that, that's when they told me it sounds like you're having connection problem, you know, uh, with the internet. Uh, so that, that's, that's what they told me, you know. And, and here's the thing, if I, if I turn off cell on my phone and then I try to access that account, I can't.
09:00
Speaker 2
okay um... all right sir umuh... much as for this one. Have you tried like umuh... accessing or yeah, accessing your bank accounts using uh... cellular data uh-huh oh you see Alright I see yes yes sir I'm listening yeah I see I um have you tried connecting to the uh link stick router and um accessing a different website or check if there's internet coming from your router
09:00
Speaker 1
No, no, the app works fine on my phone. What I'm talking about is the actual website on my, you know, my desktop. Right, my desktop is what's having trouble. Not my not my phone. Well, I'd say my phone my phone has trouble accessing my my my bank if I if I turn off cell and use Wi-Fi. Then it can't access it either. So it kind of, you know, let me think that it's gotta be the firewall.
11:00
Speaker 1
the modem or the router you know right right I I'm sorry it wasn't the one back. No. When I sat at my bank online on with my desktop, that I can access it but it won't let me in. Sometimes it says that um it's not secure. Right I I and I have two computers two desktop computers.
12:00
Speaker 2
I see. So just to confirm, sir, you you can access, um, the bank through website on your phone with cellular data, right? Through web and uh both web and on on the app. Mhm. I see. So technically it's only on your desktop.
12:00
Speaker 1
Yes. And they're both trouble doing that. both. Yes. Yes, no, no, not my phone. No, I cannot access but WI-Fi. I have. I have to use alone. Right. Now, the firmware version that I have, this is from 2022, does that have to be updated? [silence]
13:00
Speaker 2
and both both of the computers uh but in your phone sir you can access it using wi-fi i see cellular data okay all right sir uh let me just check this one here on my end and then um i'll get back to you okay let me just put you on hold for at least two to three minutes um yeah because um because actually sir uh just to let you know uh just to
13:00
Speaker 1
Oh, no. Wow. Oh. I see.
14:00
Speaker 2
set your expectations. The linksys router that you have right now is actually one of our legacy router. It's one of our first router and this, this specific model is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. So this could be one of the reason why you're having issues with it. Since we no longer update its firmware, it's less secured. That's why it's not letting you access some confidential websites or private websites. That could be one of the reason why. Also, this router is less secured since I think it's, it only supports a.
14:00
Speaker 1
It's pretty low, low security then, huh? Yeah. Right.
15:00
Speaker 2
WPA 2 security, so it's probably low. Yeah, because right now we are using WPA 3 security mode. So also this the thing that you're having with the connectivity, the intermittent uh signal is because your router since it's an outdated one. I mean yeah, it's an outdated one, it may not be able to keep up with the upgrades coming from Spectrum because Spectrum has been upgrading their connectivity since last year to um to be on the trend of uh wi-fi. [silence] Yeah. [silence] Yeah.
15:00
Speaker 1
Right, yeah. Now, the reason, here's the thing. When I, when I first hooked up with, [silence] when I first hooked up with Spectrum, okay? They, they brought out a, a modem, a router, [silence] that, you know, built-in router, [silence] with the two frequencies, you know, the 2.4 and the five. And, uh, the problem was, then, the, the problem that I ran into with that was [silence] that my, like my cameras and my other devices [silence] they, they require 2.4. And they, they, it would not hook up to, to, uh, Spectrum's, uh, router. It, it could not find the 2.4. So, then I had to take it back to them and then I, they, they told me
16:00
Speaker 2
connectivity in terms of Wi-Fi standard so this may not be able to keep up so what I can recommend sir is you may consider you know upgrading into a new router um oh okay Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. Mm-hmm. Before we proceed, I'm going to create for the
16:00
Speaker 1
I told him, I said, well, just give me a modem , uh, straight modem and then I'll get my own router. So then that's when I bought your router and uh then I had no problem. They hooked up to the cameras and everything else , but I've I've been noticing even the cameras sometimes, uh, they, uh, will drop out and then come back on, you know what I mean? Um, uh, and and Pandora and stuff like that, you know? Uh, uh, so, yeah, it seems like I'm having in it in a minute, it might me then the router. Maybe what I should do then is tell uh Spectrum to bring me a a another another uh modem with routers already built into it then. Huh?
17:00
Speaker 2
Yes, sir. Uh, actually, uh, you, there are like, um, some troubleshootings that you can, uh basically, perform on your end. You can, try, uh, but, by the way, sir, just to confirm, it's, is it working before?
17:00
Speaker 1
What do you meaning before? Oh, yeah. Yeah, right. Yeah, I've got I've got both browsers now on my computer. I I got both uh, you know, uh, windows and um uh uh oh my oh my god.
18:00
Speaker 2
Like before, is it working? You can access the website of your bank, even the... Okay. I see. So if it was working before, sir, you can try like like a basic troubleshooting on your end, you know, without requiring some complex troubleshooting. You can try like forgetting and reconnecting the Wi-Fi network on your device and then clear caching the browser and then or try a different browser. and... So ma'am, by the way...
18:00
Speaker 1
Excuse me. I'm having a brain freeze here. Uh, Google. Uh, I got Google and windows both and they're both having trouble with that. Uh, what are you doing? What now to the Wi-Fi? Doing what? But, uh, on my you say that on my phone. Yeah right now I'm actually... [silence]
19:00
Speaker 2
I see. But have you tried like forgetting and reconnecting the Wi-Fi? Like forgetting the Wi-Fi connection. Like when you go to your phone settings, go to Wi-Fi, and you look for the Linksys Wi-Fi, you top on it and then you forget the network. And then you try to reconnect it again like that. So you can... Yes on your phone and on your computer. Is your computer hooked up to the router directly or is it connected wirelessly?
19:00
Speaker 1
In the router itself. I went ahead in the router now. I put in my, you know, my uh password and then I went in. Uh, and I'm looking at, you know, what the firmware uh and stuff like that on here. I I couldn't I couldn't hear you. What? How how do I do that? Okay. [silence]
20:00
Speaker 2
right now, Matt for the device that you have. There, OK. I see. I see. Um, okay. Uh, you can also try to check if there's any website blocked or on parental controls, uh, you can actually try to check if the website was blocked through the web user interface. Like, um, just a moment. Uh, let me just open up my simulator here so that we're on the same page.
20:00
Speaker 1
I'm on link, like Cincinnati. Right. Yes, parental control, right. Okay, click on that. [silence]
21:00
Speaker 2
Okay, so you said that you're already on the web user interface right? Okay. So on the dashboard you can you can see there a tab for parental controls. Okay so when you click on that you can go to parental controls manage parental controls enable parental controls. You're going to find the option to block internet services by clicking on that okay. So what are the settings that you can block? You see on the list of any menu that you have internet web block block and you will be able to block your well internet service for children okay. So it's going to be a list of the website or internet service you want to block for children. So for example, if you want to block Facebook you just check it mark that you want to block. Okay. If you want to block Instagram you will be marking in front of that website okay. But also if you want to block some other internet services for children okay, which you think maybe is against the government policy or not good to block the children to have access to these kids with a website you can do so by marking the box okay. So once you're done mark every website you wanted to block you get the option to save settings save new custom setting changes okay. So once you're done block any those website you just save the changes then to keep these changes okay then the kids will have access to the saved setting on any of the devices.
21:00
Speaker 1
uh, there's nothing, there's nothing blocked, on at all. On there. Yeah, there's nothing on there. Yes, I, I did that. Right, I did that yesterday. Guest network, no, what is that? Uh-huh.
22:00
Speaker 2
Okay. [silence] Yeah. You can set up a guest network, that way you can put those websites on restricted access mode and let your children use it. Now, websites that you put on restricted access, does that mean they're not gonna be able to access it on bra- browser that you put the restriction on?
22:00
Speaker 1
Oh, no, I know I don't have any, you know, any guests or anything. My wife doesn't use it. I'm the only one that uses a computer here. Yeah. And that's the other thing. Sometimes when the when the thing is locked up, you know, that it's not, you know, it just doesn't move, I'll click on, on, on the internet access, and I and I see if it's on 2.4, then I'll switch it sometimes to 5, and then it starts working, or sometimes it works the other way. If it's on 5, and I click the 2.4, then it starts working again.
23:00
Speaker 2
parent I mean a guest network for like for your guests so they will not be able to infiltrate your main network I see I see to connect first huh computer I I see all right sir I want to give me at least uh two to three minutes sir three
23:00
Speaker 1
Okay. Oh, I see. Yeah. Yeah. Yeah, I didn't even realize it was that old actually. I can't believe it. So do you
24:00
Speaker 2
5-5 minutes. Let me check this one with uh my resources here because um this is technically um quite uh unusual if you have done this but uh the only thing that I can see the culprit is um is the outdated firmware. Yeah. Okay so um yeah um so uh the the this is what we're going to do now um since you're already on the dashboard let's try
24:00
Speaker 1
Okay. Yeah, I'm on there now. IPv6, right? Uh, it's uh, I, I, I guess it is. It's showing, uh, um, connection time. Internet inside there. Where, where would it, where would it say whether it's hooked up or not? Um, I'm under configuration, uh, but I don't see any any place to hook up, uh, any checks or anything like that. Right.
25:00
Speaker 2
libling your I IPV six. Let's see if your IPV six is set up. So you go to configuration. Okay. And is it enabled? [silence] All right. Can you tell me what it shows on the page now? Um, you see like a check mark there on the IPV six automatic. Okay. Could you try to put the router password if you've mentioned you've registered it. Uh okay. So you're under configuration, right? And then under wireless. Okay, just a moment. So
25:00
Speaker 1
oh no no. I I'm under router and then uh router under configuration. You want me to go to wireless network and configuration? Right, uh huh. Right. Okay uh it says uh when I hit on that, it said error model window script requires all files from dhtml window widget in order to work. Okay. Uh I'm in the router. Okay. Uh I'm under uh
26:00
Speaker 2
I mean, under connectivity, uh, no, sir. Uh, on top, you can see system status, configuration, parental controls and troubleshooting, correct? Okay, you click on configuration. Okay, and then, uh, reset the internet router, and hold the exit function for 20 seconds so we get more info and new router password. Because without the router password, you cannot access the router's settings. wait, uh, where you at right now? Mm-hmm. configuration.
26:00
Speaker 1
Yeah. Configuration, right. That gives me the the IP address, site net mass, router name. UH, the DHC server is checked. Uh, let me go back. Uh, right now under under okay, under system under uh system status underneath that status is got router, local network, Wireless Network or port. okay, go to configuration. Okay. Okay. Now under system status has local network, one setup, VLAN.
27:00
Speaker 2
Okay. like on the right I mean on the left side there are options like connectivity Wi-Fi security and administration. can you see that? Under configuration you can so let's rescue devices. No sir. you go to configuration.
27:00
Speaker 1
Okay. Setup IPv4, IPv6 setup, MAC address clone. Okay. Okay. Now under, yeah, not, under configuration pops up and IPv6 automatic is on, is checked. Okay, disable that. All right. Yeah. Okay, it says disabled. Okay. It's just, it just says, please wait, and it's, it's in a little circle. [silence]
28:00
Speaker 2
Yeah, you click on IPv6 setup. All right. okay. Okay, let's try to disable it. Okay. And then, um, you hit on save. Okay. And then try to access the browser, I mean, the, the, bank.
28:00
Speaker 1
[silence] Steve says, "Please wait." [silence] "Okay." "Okay." [silence] "All right." It said, uh, it said it's success. It's success. It says. Okay. [silence] All right.
29:00
Speaker 2
Oh, okay. Disabling IPv6 may help other, I mean bank websites because some bank websites may have issues with IPv6 connectivity. So let's just temporarily like disable the IPv6 on the router and device to test. Like just to, you know, isolate the issue. Okay, let's try to access your bank account. I mean, your bank, um, website. So, from the physical connection.
29:00
Speaker 1
It's going through its thing here. It says page unresponsive. Right. It says you can it says yeah you can wait for it to become responsive or X. Oh, wait a minute. Hold on now, it's it's verifying me hold on.
30:00
Speaker 2
okay, that's good. Um, let's let's see what will happen. page unresponsive. okay. um, um now uh let's go back to the Linksys web user interface. and then B4B4 Select Go back. actually, you can do this on the phone and then B for Export. okay uh let's try to wait. uh,
30:00
Speaker 1
Starting to verify me. Okay. It's success. Okay. It's okay. That's going to be, it's going to send me a code. Let's see. Got to get to the code here. So today. [silence]
31:00
Speaker 2
OK. OK. OK, that's good.
31:00
Speaker 1
Son of a gun. It went in. Oh my God, I don't believe it. So that one link then would keep it from doing that, huh? Oh my God, unbelievably. Well, I I really appreciate it. You guys are great. You guys are great. You've always helped me out. You guys I'm said I tell people I I got away from uh uh using the the other router from from from Spectrum because.
32:00
Speaker 2
Okay. That's good to hear, sir. Yeah. Yeah, sir. So, yeah, supposedly we should be, you know, under, the paid connect service, but then again, um, I don't think I don't think, um, we need to go through the paid connect service, so. I think we're, Yeah, sure, sir. No. No, no worries, sir. Hm. Ugh. Yeah.
32:00
Speaker 1
This, this company always helps me out even better than people, I, I, I've, I've sold a lot of your equipment, let me tell you. Well, thank you very much. I appreciate it. So, so how, now, if I ever do need service that, you know, that, uh, that requires payment, how does that work, how do, how, how does that work? Right. In in in how much is, how, how much is.
33:00
Speaker 2
[KEEP_UNCERTAIN] Does that make sense? That's good, sir. And we appreciate your constant support with links. Okay, sir. All right, sir, no problem. Do I obviously have to give them my bank import info? We usually process the transaction, sir. So, we, we would ask you for your bank information, but we, we put you on mute because we don't want it to be recorded for you know, for confidentiality. And we also send the invoice every time we process the transaction. So that you have transparency on the transaction as well. So, we
33:00
Speaker 1
How much are you usually is the charge like that say for for for an hour of of help? So, thanks a lot. Okay. Well, I I I really appreciate it. What what is your name? Oh, well, thanks a lot I really appreciate everything you did. Okay. No, I I mean, right now, I see how I see how that works out. You think that that will keep it, uh, uh, from from losing contact with with it every once in a while? To the router. Would that have done that?
34:00
Speaker 2
uh $15 sir. Previously it was $30, but we lessen it to $15. You're very much welcome, sir. It's Dilon, sir. Dilon. Sure, sir, no problem. It's my pleasure to help you. And, uh, yeah, just don't hesitate to give us a call back in case you need further assistance. And, um, anything else that would you like me to assist you or, uh, address? We have internet people, extra internet people that we get. about your router. Yeah. Well, I I I cannot guarantee that considering you know the age of yours, um, of your router.
34:00
Speaker 1
Okay. Well, I think, OK, well, I think what I'm going to do is I'm going to, uh, I'm going to probably go ahead and, and, and purchase, uh, a newer, a, you know, a newer version and just change it out completely. You know? Okay, so thank you very much. I appreciate it. Have a good evening. You too. bye.
35:00
Speaker 2
you you might encounter some issues different issues with it but uh well we're always here to help you with that sure sure sure sure you're very much welcome sir all right have a great day sir bye for now can you try to disconnect it again if you want and then try again to enter
35:00