Speaker 1
Well, good morning. Thank you for coming to work today.
00:00
Speaker 2
Welcome to links. 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. please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. music. I thank you for calling links. If this is Mr. Gerald LeConnaught, thank you. LeConnaught. hmm what is it?Yeah, serial number and model. And the model. Wait, that's model.
00:00
Speaker 1
I'm fastened onto the back of a cabinet, so I'm not particularly wanting to, how does AC 1-9-0-0 sound? I'm sorry. [silence] Yeah, okay, well, all right. I have the thing from the box. And it's AC $1,900 and it's up to 1.9 gigabytes per second. I have more information that was on the box. I can give you a UPC code. There something that starts Y. I think that may be what I gave
02:00
Speaker 2
There's a lot of AC1900, there's a lot of AC1900 routers, so I'm not sure which one is off.
02:00
Speaker 1
Laura, give you the serial number. The serial number and then there is something here that says E089F, is that possibly what you need? Is that possibly what you need [silence] Correct. All right, well, maybe the zero, then I, something I'm calling a zero is an O, uh, 32Y2, uh, it could be uh a zero or an O M a O.
03:00
Speaker 2
No, that's not it. I'll read it back to you, the serial number. So, that's three two Y two zero Amazon Michael two A as in apple another A as in apple zero four three zero one, correct? So, I tried to, to load the serial number right here just to see if we can get the model number through the serial number. Unfortunately, I cannot see the model number here. It's showing no data.
03:00
Speaker 1
M2, AA, um, 04, 301, is that a possibility?
04:00
Speaker 2
those are zeroes. You read it right. Those are zeroes. Not an all. So, if I'm going to to assume it, because I don't know the model number. So, if I'm going to assume this may be the EA7500, that's the model number. Probably not sure though. Now, if that's the case, there's really a lot.
04:00
Speaker 1
Oh, all right. How does EA 7450 sound? Thank you. Oh, good. We finally hit the right one. Sheryl, C-H-E-R-Y-L Orehveskovich. O like Oscar, R-E-S like Sam, K O-V like Victor I-C-H. M-J-O-C-A-O 22112.
05:00
Speaker 2
That sounds like a Mac address. Not the model number. Let me check. [silence] All right. That sounds right. What is your first name and last name, so I can create a rock report? [silence] And what is your email address?
05:00
Speaker 1
at comcast.netXfinity.
06:00
Speaker 2
Who's your internet provider? [silence] What's the problem with the router?
06:00
Speaker 1
I'm trying to figure out where my problem is Right. I'm going to verify that right now. I'm checking for with me
07:00
Speaker 2
Thank you. So right now you don't have internet connection, right?
07:00
Speaker 1
Okay, now I've got it to work. Now, I need a little help and understanding. What would cause this to not work? I do, correct. Okay, right.
08:00
Speaker 2
So, let me confirm first. So you do have internet now, right? It's working. Okay. So regarding with that, the problem may be the firmware. This device, unfortunately, we no longer have update for this EA7450. There will be no future update for this router. And also, I mean, probably no future update. Or, it could be that the internet source is really not working that time, but now it's restored.
08:00
Speaker 1
Now how, when was the last update for this particular router? all right. Well, I just bought this in January of 21. Wouldn't it be longer than a year? Or was it out
09:00
Speaker 2
Let me check. The last update of that was way back 2021. I understand you bought that one 2021, but the official release date of that is not 2021, but then let me try that for you.
09:00
Speaker 1
Okay so you only provide updates for like a year Right Well I understand what you're saying but it it just seems kind of odd what kind of a shelf life do these products have I mean I bought it January 10th of 21 so from from
10:00
Speaker 2
... So official release date was 2020. Not really. If there's no problem in the device... reason is that we don't see any problem with the unit. So that's why it does not have updates. So, in the future, if technology keeps on improving, that device will not be able to catch up because we no longer manufacture this, and no one is going to be trained with this in the future. I think it...
10:00
Speaker 1
Well, how do I- how do I know whether it's the firmware in the router or my Xfinity modem? Okay. So what needs to be done possibly to this unit? The firmware needs to be updated.
11:00
Speaker 2
Sorry, Decati. But I thing you must understood me. I'm not saying that the problem is really the firmware. We're just assuming that maybe it's the firmware. so. We'll have to do the troubleshooting. But for now, it's working. And also, if I'm goinging to assist you with this, since this router is out of warranty. For out of warranty devices, unfortunately, we charge $15 to assist you. It's non refundable. We will check if the firmware is updated. If it's updated, we can n we can update it no more. Cause it's on the latest update.
11:00
Speaker 1
Okay. Right. Now, how long do these units typically last? I mean, it seems when I bought this, it was almost out of date, so to speak.
12:00
Speaker 2
Uh, maybe it's the channel, it could be just the internet source really not working that time. That happens sometimes. So maybe it, it was not able to obtain a valid IP coming from the modem or the internet source. Then again, it's hard to tell right now it's because it's working. no it's not, so generally, for routers, they last five, six, seven, eight years, depending on the technology. Right now, today's technology, it, it keeps on improving. We need to catch up in this device. We're not giving a feature to this. So, reason why there will be no future update or probably no future update, and I'm not saying that it's a firmware problem, it's just a possibility. [silence]
12:00
Speaker 1
Okay. Okay. So, so, basically, I need to figure out if, does the firmware update automatically or do I need to do something to it to get it to update? Okay. Okay. All right. So there's really nothing I can do on my own to see if it's functioning and we don't know if it's the router or it could be my Xfinity modem. Is that it?
13:00
Speaker 2
All right. By default, it's turned on, so it should be automatic by default. I just right now, I just right now, that is correct, but how about you observe the connection for now, since it's working. Observe it. If you have a problem, you can give us a call back later and decide if you wanna proceed with the payment.
13:00
Speaker 1
All right. Now, what would cause the firmware to, so to speak, malfunction? [silence] And if that is the case, is this just something that gets thrown in the garbage? Okay. Okay. So, so basically, if my router is not able to update, it sort of becomes obsolete. Is that it? [silence] Sure. Now, if my router is not able to hit support,
14:00
Speaker 2
Paid service. It's up to you. [silence] Wait. I don't wait. firmware does not malfunction. [silence] It's just need to catch up with the latest technology to update its feature settings. [silence] Wait, one more time. I'm not sure I understand.
14:00
Speaker 1
From where it is at,
15:00
Speaker 2
that's not the case it becomes obsolete because we no longer manufacture it but regarding the firmware we have some devices that we no longer manufacture although we still update the firmware because we see that they still have a space to update the firmwareuh] I I am not I am not the engineer of this one I am a technical support we assist you with the um the technical problem that sounds like an engineer support but I'm not an engineer
15:00
Speaker 1
Understood. Well, I'm just a little curious. So, I know how to proceed in the future. When I buy another unit, this I guess this one is kind of just old, I'll call it. Is that the way to do to look at it? [silence] No, I just bought it in, well, in 21. Yeah, so. It's like five years old. Yes, you are correct. So, what do I do with this? Do I just throw it in the garbage when I replace it? It's not good for anything. Well, I'm, well, I'm I guess the thing, I don't understand whether it's still good or it's not good.
16:00
Speaker 2
you can say it that way, I think it's 5 years already. uh, sure. that that is up to you. so if you want to try it then it's up to you.
16:00
Speaker 1
Okay. All right. Well, sounds good. I wish I understood a little bit better. Unfortunately, I don't but things are working now, so we should be okay for the time being. All right. No, have a good day, sir. Thank you.
17:00
Speaker 2
It is working. So, that tells you that it's still good.
17:00