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 the 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. Please select from the following options. 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. Thank you for calling Linksys. This is Kari, I'll be happy to help you.
00:00
Speaker 1
Yes. I, um, I, I have an older router, and it, it was working, um, it was working, and then our internet service went out. Um, and it was out for like three or four months, and so then I paid for another, on a month to get for, for internet service, and I had that. I think the router might have been working during that time. It, I mean, it, it stayed on, but then the, my original Wi-Fi or internet service, they repaired it. You know, it took a long time to get the repair because they were so backed up. So anyway, I couldn't get the router to log in. It would log. I mean, it's, it's like it's logged, it's on. one but um it indicates that i can't it'll uh what does it say just a minute it says that it's connected but there there's not internet service so um [silence] yes and i i yes and i also reset it so i have now i'm back to using just uh so i then i i reset it and i put in the original numbers um or you know the the name and then the password they gave you on the bottom of that a it's an old it's an e a A63 5 0. and i'm pretty sure it still works
01:00
Speaker 2
Okay, so basically right now, after you, um, reconnect your internet service, um, internet connection from your internet provider, the router did not have, uh, did not receive any internet connection from the provider, right, uh, okay,
02:00
Speaker 1
just, because, you know, the green light comes on and everything, I just can't, I think it needs to, and I, you know, I'm looking at all these instructions and I feel like I am not, there's something I'm not doing right, but anyway. Okay, I'm sorry. I didn't mean to interrupt you. Okay. Okay. Yes. Just give me a minute, Terry. Yes, it's call, that, it's um, and the serial number for this router is 14Y30J08916415.
03:00
Speaker 2
Okay. Okay. Okay, it's okay. So basically, right now, problem here might be that the router is not properly configured or set up to receive internet connection, okay? So, before we start, ma'am, may I have the serial number of this Linksys router? Okay, you can check that at the bottom or underneath the router. Okay, let me just check if I got it correctly. So, that's one for white for yellow.
03:00
Speaker 1
Yes, yes. CenturyLink. It's a DSL, it's a DSL. And it worked on the, on Century link, it worked for like a couple years on that. Um, and it was a router that belonged to my dad, he's past. And we were able to hook it up at that time, somebody helped us hook it up to our, and it, it really made a difference at one end of the house as opposed to the other end where the, the DSL is hooked up. We live in a really poor area, as it is, so we really loved having this router that was working. But, My phone number is 206.
04:00
Speaker 2
30 John 08916-415 correct. Who's your internet service provider? CenturyLink okay. Okay what's your phone number Ma'am to create a record? Here she's been there. All right. Um or right away say they all right and then I have also your phone number ma'am to create a record. [silence]
04:00
Speaker 1
963, 133 7x. Roberta, I don't know if you have the information, but I can tell you what the previous user name and password was. But, yeah. Okay. Oh. It actually starts with a K as in Kitten. Yes. It's R O B as in Boy, B as in Boy, Y as in Yellow and then my last name at Hotmail.com.
05:00
Speaker 2
Mm-hmm. Mm-hmm. Okay, how about your first name and last name? Okay. Okay. That's okay, ma'am. I'll just put it here under your record. Um, last name is K-A-T-E-R-S. Okay. Okay, so K-A-T-E-R-S. And how about your email address? Mm-hmm. Mm-hmm. [silence]
05:00
Speaker 1
Yes, yes. Just a minute. Just a minute. I'm sorry. I'm-and I I-I gotta go back to where that information. Okay. What did you say that was again? EA-6350. Yes, ma'am. Sorry.
06:00
Speaker 2
Okay, So that's robbicatersate hotmail.com. Correct. All right. So again, The, um, Linksys router that you have is model E for Edward, A for Apple, 63, 50. And this is for like a reconfigure, okay. E for Edward, A for Apple, 6350. E for Edward, A for Apple. A for Apple. Uh-huh. Uh-huh. Okay. All right, And again, This is for a reconfigureation of your, um, router to work with, uh, a new connection from, um, new restored internet connection from, um,
06:00
Speaker 1
and uh the uh the the new password and then the network which was uh yeah the wireless password the Linksys the Linksys 16415 was the username and then they had gave me a password and I had reset it to that because it when I look at my internet settings on the this particular laptop which is where um it's not connected to the laptop but it's connected to a dsl I mean it's connected to the dsl through the wall you know whatever
07:00
Speaker 2
okay, all right so ma'am, for this one, um, did you already like reset the router, like pressing the reset button at the back of the router? Mhm. Is there also like like running like network tests when you try funny when doing like those system maintenance things. These are things for that section. Anti-spir please
07:00
Speaker 1
Anyway, it's connected the way it was connected before. So, on the, on my laptop, it says, in Wi-Fis, it has LinkSY16415. But when I click on that to connect it, I mean, right now it's collecting it to my sensory link, but it's a poor, the link that gives it a much better, you know, uh, Wi-Fi, I mean, connection. I can try to connect it right now, but it when it connects, it says it's connected, but there's no internet. I can, like, did I try to connect it right now and see what it says? I don't know. Maybe I'll just I'll just.
08:00
Speaker 2
Yes. Mhm. Okay. Yes, because the router probably is not... Um... Um... Okay. Maybe the reason for that one, ma'am, is the router is not properly um set up to communicate or to receive um internet connection from CenturyLink. And by the way, ma'am, um without your, Linksys router, have you connected your computer straight to the CenturyLink? [silence]
08:00
Speaker 1
I'm sorry, how did i set up what? From, from Century Link? Yeah, my, my, the one, where I'm, my computer back where the modem is, is connected to Century Link and where I'm sitting right now, um, uh, at this laptop at the other end of the house where I want the, um, the Linksys to be. Um, it, it's it's also connected here. But yes, the set the laptop is connected right now to Century Link, um, the Century Link as as uh the modem.
09:00
Speaker 2
what, um, like to verify that there's an internet connection, from them? Have you tried checking the internet connection, from the, um, dsl connection like from the wall? yes. mm-hmm. mm-hmm. so, there you go, let me go uh try one more what
09:00
Speaker 1
That they gave me. I have internet connection right now. I have internet connection. Mhm. Right. Okay.
10:00
Speaker 2
And do you have internet connection from CenturyLink? Okay, okay, good. So that means that the router is not really set up to receive internet connection from the modem, okay? So before we continue or start for any troubleshooting, let me just inform you about the status of your router, which is the EA6350. It shows it here that this router that you have, this is one of our end of support routers, that means LynxEs will no longer provide any technical assistance to this router. This is also one of the end of life routers that LynxEs stops already manufacturing this router. But you may take [silence]
10:00
Speaker 1
That's where I am. I'm on that right now. Yeah. I'm on there. I was. I was that's how I got your phone number to call you. Well, I, I didn't ask them, I did, I just, you know, it gave me online link support site and it gave me a phone number and I just signed the phone number because I thought that you could walk me through, walk me through the process. But if you can't walk me through the process, I mean, that's usually how I get help with most things if I can't, figure out if I mean, it's not, I mean, I I unless it doesn't work. [silence]
11:00
Speaker 2
Advantage of our AI tool, man, you should be able to go to this website, that's support.linksys.com. [silence] [silence] So, but you did not get an answer on how to configure the router? [silence] [silence] Yes.
11:00
Speaker 1
Work anymore. I think it works because it's, it's... it's working, but it's not getting internet service. Yeah. Well, I was on Century link. This, this, this router that I, that I'm trying to connect now, this router was connected to Century Link before the, the service went out in our neighborhood, and, and we had to wait like three or four months to get the service. They had to do something, you know, with at the, because it's DSL. They had to get up and be... But anyway, this router worked on my CenturyLink for, for two, over two years.
12:00
Speaker 2
Oh yes, because it's not really properly um set up or it's not being recognized by your um modem because it might not be un setup with the correct configuration for century link. You may try to use our AI tools ma'am? Um Um Um
12:00
Speaker 1
I mean, it I was able to hook it up. I mean, I just plugged it in and it worked, but for some reason now I'm not able to get it. I mean, I I don't know how to re- I see instructions here on how to I reset it and I I got I put the information in, but it when I and it's when I open the Wi-Fi on my laptop, it lists right now, it's connected to the century link and right below it, it lists this the Linksys 16415. That's the the number on the bottom of it. But when I go to try to connect to it, it it it's uh, it says it'll connect to it, but it says there's no internet service. But I'm I'm trying to. Yeah, it says. Oh, wait a minute. Oh, so now this is what it's saying. It says it's connected and secured. Okay, just a minute. So it says it's connected and secure. But. Oh, maybe it's working now. I don't know. I have no idea. It might have. Okay, let's see. Um, hang on a minute here. Let me try something here. Oh, before when I would go into like when I would connect, so maybe it's working. I'm right now it's I don't know. I think it might be working now. Maybe it just took a while. Maybe it's let's see. Hang on. I'm going to try to connect to one of my.
13:00
Speaker 2
Yes, ma'am. there's, yeah. There's no Internet because again, maybe the, Yes, them for internet after the second the final last. not my fault. Okay. welcome. Okay.
14:00
Speaker 1
Emails here. Right now, I am on the Linksys. And it, when I first, when I was first trying to do it, I mean, I was tried for like a week. It would say connected on no internet service, but right now, apparently it's um, Let's see. Oh yeah. So, It's not allowing me to go into a Gmail site or anything. It says, Um, Yeah, so that was the problem I had. So, it's not, right now, it's not telling me I can't get into the internet, but it's not. Um, let me try the other one I have here. Okay, let me go in here. Yeah. So, it's not letting me. me connect to the internet. It's letting me. So right now I can still see the the link systems I had opened before I I changed it. Um right now if I click on the edge system I have. Um yeah. So now it does say I it did it says no internet now. Before it said connected secured and now it says no internet. And that's mostly what it says. Um the other time. Yeah, that's what I have. Before it had internet. For two years it had internet.
15:00
Speaker 2
Again, that's little fresh woods. Just like, Just my wife could do it live. Just my wife could do it live. Uh-uh. Just like, just my wife could do it live. Uh-uh. because, because again, ma'am, the router, it will still broadcast. even though it does not have internet connection, it's still able to um, like broadcast a Wi-Fi signal, but it does not have internet. Because again, it might be that this router is not um, it's not properly set up.
16:00
Speaker 1
That's why I went to I reset it. I you know, I don't Yeah, before I had a different username and stuff on it, but I reset it and I don't know how to I saw the instructions to um uh but I I don't understand the instruction. So I thought somebody could walk me through doing this. I mean I can't I mean the person that did it before a couple years ago. Took him like five minutes. I mean he he uh but I don't know how to do it. I mean I can't understand the instructions.
17:00
Speaker 2
[silence] Okay. Bigot. Um. Um yes, ma'am. As much uh um I I'd like to um like assist you to to set up this router ma'am since this router is um already part of our annual support um the only way that we could provide you ma'am is through our um support site our AI tool. Okay.
17:00
Speaker 1
Yeah. [silence] Where [silence] where do I [silence] where do I go to that? Yes. [silence] I'm on there. support.links.com. [silence] That's where I am. [silence] I'm going to try the link support. Yeah, it won't let me go to the link support site on [silence] on. [silence] Let me go back to the other uh Wi-Fi. [silence] Here just a minute. [silence] Experimental link. [silence] There we go. [silence] And maybe [silence] and I can [silence] Okay, [silence] let's see.
18:00
Speaker 2
You can take advantage and also, you may try to check articles, ma'am. we have posted some articles on how to set um device, uh a Wi-Fi router. Okay. Um, when you go mhm, you have uh you can go to um support.linksys.com. Okay, you may try to, um you may select on, um, hold on, let me just check. Mhm. Okay. Mhm. [silence] Going to select model called. [silence] Mhm. Okay, I will wait while you're going to select, alright. [silence] Then select. comes correct model once you are finished [silence] [silence] [silence] [silence] [silence] [silence] Yep. Uh it sospose to support.regional website so you can select say mid saudi arabic support. title support and country code and you got all model [silence] models they got you mean saudi arabic and combination list and just go ahead and select list. I waiting that. Mhm. Alright, oh there goes that list. Mhm. No matter list everything. yeah [silence] Yeah. I can wait. I don't mind waiting but yeah after you've seen list any problem proceed. Mhm. I'll give a call back if I can not do it. Bye bye. Alright thanks. then remember it's support.s.p.p.o.r.t.l.e.n.kS.y.s.com yes again the super dog links dog dog dog dog dog one support dog we can see the links dog support and then there are different options anyone can click on setup or installation
18:00
Speaker 1
okay. So you said it says here, um, I have product setup installation, not connectivity. Okay. Set up installation. Okay. Okay. Wi-Fi routers. Okay. So, we're setting up the Linksys EA and WRT series routers. Yes. [silence]
20:00
Speaker 2
Yes, you click on set up installation. Okay, now not connectivity, set up and installation. And then you select Wi-Fi routers. Yes, you can select those option like articles that like, says that setting up routers.
20:00
Speaker 1
set up the link C EA series okay router set up the before you begin it is recommended to set up the links non mesh routers. using the embedded desktop browser. hang on mobile device is the latest version. as an alternative set up you can also use the app. you recommend the app. okay. top browser embedded desktop browser. okay.
21:00
Speaker 2
Mm-hmm. Mm-hmm. Are you guys playing? [silence] No need to use the app, ma'am. So I would recommend to use the browser. Oh, the next link. The next link. Okay. So just simply follow that instructions, ma'am. That is already are our self-help tool for
21:00
Speaker 1
okay okay i mean you can't tell me where to go next on here i don't are there any other okay okay i'll do that if i have if I'm having more troubles I guess I'll just call back but okay thank you very much.
22:00
Speaker 2
end of life routers as well as an end support um routers okay that's why we have this on different articles so that there's still an option on how you um set up your device okay um once you open the article mem that was listed on how to set up the router it will give you um instructions then a step-by-step um instruction how to do it okay um okay you're welcome again so thank you for calling lynxes this is Carla good bye for now you're welcome [silence]
22:00