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, sir, this is El from Linksys Technical Support. Um, yes, sir, earlier. Yes, and the call got disconnected. So I tried to call you first attempt, however, I got routed to your voice mail. So thank you so much, sir, for answering the reply call. Okay
00:00
Speaker 2
Hi. Hi, this is ash. I'm, are you the one I was talking with? Okay, yeah, just a minute ago, right? Okay. Yeah. Yeah, thank you. Yeah, thank you. Yep, thank you for, um, for, um, calling because my phone actually ironically died. Of course, something has to go wrong. So now it's plugged in. Um, however, um, I, after I turned my phone on, I didn't immediately get any, um, I.
00:00
Speaker 1
I see. Who's your internet service provider by the way, sir?
01:00
Speaker 2
I saw your text come through. I think it was letting me know the voicemail or something. But other than that, I wasn't able to see the correspondence when I turned my phone back on. I wasn't able to see my last outgoing phone call. So something my connection isn't working very well. I think green mountain power, does that make sense? I I can also um, it's my mom's house and she, um, she just, uh, just had it serviced. I mean, I can't um, I can't call for a while we're talking and I can't walk up there right now because my phone will die. [silence]
01:00
Speaker 1
Yes, sir. Thank you so much for that one. So, um, you just recently upgraded your internet service. Right? Okay. And then that is when the extender got disconnected to the network. Okay. Possible, sir with that one since there was actually an upgrade happened. So there's some configurations that change on the main network. Um, as for this one, I know that you tried to log into the account, but as for the password, when you're connected to the Wi-Fi of the extender, are you still getting an internet connection?
02:00
Speaker 2
But I can in a few minutes. um, when my phone charges a little bit more? Um, but I think its Green Mountain Power. Does that make sense? Yeah. And I believe its still Green Mountain. Yeah, that's right. [silence]
02:00
Speaker 1
Okay. I see. Because what we'll probably have to do, sir, on the extender that you have, we have to reconnect it back to your main network. So it will create a new connection since there was an upgrade happened. So you need to move, so you need to move this extender near, to the main network.
03:00
Speaker 2
Well, no, I'm not getting an internet connection. So, I have this Linksys adapter down in my cabin, and it's like almost 100 feet away from the house. Um, and, um, and so, down at my cabin, while it's plugged in, it's blinking orange, and I don't have internet connection down here. Okay.
03:00
Speaker 1
the main network and then do a reset and then set it up again to create a new handshake. Right. However, I'd just like to give you a heads up, sir. This extender, it shows here that it is the RE7000. And it is actually it was actually part of our first generation units. So, more likely, we no longer manufacture it and then there's no further updates available on this one. And then we also stopped supporting the unit since May 6th of 2025. But if it's still working, we'll just have to reset and then reconfigure it to reconnect. However, what I can do, sir, since we're already stop supporting it, I can send you an email step-by-step on how you can do the reset and then set it up again to your main network. And that is where you can also create a new account with a new new password. Oh, we can try, so yeah, we can, we can do a quick setup, but I cannot stay longer on the line, but if you can move that one near the main router, then we can. But can you also give me an email address? Let me create an account here first.
04:00
Speaker 2
you know what one of the problems there is that I don't have internet to go through my to do my emails. Um so can we kind of I've done this before so I know the process to some extent but can we attempt to do this over the phone right now? Yeah. Um my email is Ash Smith at gmail.com.
05:00
Speaker 1
Okay, and first name and last name sir. Uh, okay. And, alright. So, yeah, let's move that extender sir near to the main router. Yes sir. I will definitely give you another call back.
06:00
Speaker 2
Ash Smith, A-S-H-S-M-I-T-T-H. Okay, just a second, I'm going to unplug it No, I'm on the phone with him right now. And I have to plug my phone in so it doesn't die. And Okay, how close should I plug the unit in near the router?
06:00
Speaker 1
Yeah, maybe like around 5 to 10 feet sir, from the main one, is it possible? Okay. Yes. And then plug it in, give it like 3 to uh three minutes before we do the next step. [silence]
08:00
Speaker 2
could be like some distance away. yeah. five to ten feet. okay. Well then let's, let's try this.
08:00
Speaker 1
um as long as you have sir the wi-fi name and the wi-fi password of the main router that because we will have to use that one to re-associate the extender once we begin with the setup. Thank you. Yes. Just two minutes sir. Thank you.
09:00
Speaker 2
Okay. Did I identify anything with the main router for you? Okay. Yeah. Okay, I believe I have it. All right. All right, we'll just wait another minute, right? Yeah, sounds good. Yeah, it's blinking orange right now.
09:00
Speaker 1
All right, so if it's still blinking amber, sir, press and hold the reset button of the extender. for at least 30 seconds. yes, sir. 30 seconds. Yeah, you can let go now, sir. [silence] press the reset button. [silence]
10:00
Speaker 2
Hey 30 seconds you said. Okay, so I have it in holded for more 30 seconds and it's still blinking orange. I should let go. Oh, I'm not sure if I if if that I mean, um, I think I might need to use something other than my finger nail because I don't know if I got it to holded down tightly enough.
11:00
Speaker 1
I okay, so try to look for a pushpin or a paperclip. Okay.
12:00
Speaker 2
Yeah. Yeah, let me, let me. Okay, I'm going to try this again. Just a second. I also have poor lighting right here, so.
12:00
Speaker 1
Alright. Let's give it some time to recover, sir. Let me know if it's back to blinking amber. All right, OK.
13:00
Speaker 2
Okay, that's furious and now it's blocking ring quickly. Okay. Now it went down to blinking green slowly again.
13:00
Speaker 1
All right. And then I need you to go to your Wi Fi settings, sir. Um you should be able to see the Wi Fi name uh Linksy's extender setup. Okay. Uh no, sir. To your um on your phone, go to the Wi Fi settings of your phone.
14:00
Speaker 2
It's still blinking green. Now it's blinking amber. Okay, give just a second. Wait, actually I was confused. Um, you want me to go to my main router. Okay, gotcha. All right, give just a second.
14:00
Speaker 1
Okay. Connect on Da, one, sir. Are you using say like an iPhone or an Android? iPhone. Okay. Do you have a check mark beside the Linksys setup name? [silence]
15:00
Speaker 2
And I have auto join on limit IP access tracking is on. Then it says learn how to connect your Wi-Fi extender. Connect your Wi-Fi extender. Transition your Wi-Fi extender. Okay.
15:00
Speaker 1
Okay. And then open, sir, a browser. Just any browser, yes. And then, on the address bar where you usually type the website, type there, sir, extende.linksys.com.
16:00
Speaker 2
i think i did when i was yes it is a blue check mark yeah open just any browser okay um it was loading but
16:00
Speaker 1
Okay. Do you see any message there or no? [silence] Um yeah for the mean, yeah for the meantime sir you won't have internet because you're connected to the extender that's not yet set up. So you have to set up that one again to connect. But um what browser are you using? Google Chrome? Okay. Um can you use sir incognito window on Chrome? Um Yes, sir extender.net.
17:00
Speaker 2
OK, Google, Chrome. Here, do you want me to copy that address?
17:00
Speaker 1
Well supposedly it should but just try sir the extender.linksys.com only then enter on the Yep sir.
18:00
Speaker 2
and then it says slash BBS slash index.html at a rate. So I'm going to write this back in extender маги that calm vendor.linkSys.com. And yeah, so hold on a second.
18:00
Speaker 1
Yes, sir. Um, do you have, sir, like any three dots on the browser that you're using like a settings?
19:00
Speaker 2
If I copied that. But you wanted me to ex out of that and try to go into Cognito mode. Okay. So how do I go into Cognito mode?
19:00
Speaker 1
You know, that's the wanted knew and cold zero. Sorry, I think he's already on. Okay. Okay, but if you but if you can load, say the page and then you'll be able to see.
20:00
Speaker 2
Not really. Uh, well, it says incognito mode, and I can turn that on, I guess. Yeah. Okay. Okay. I think I'm in. Incognito mode is on. And I, put in Xtender. Xender dot link sys. And I'm still waiting for something to come up. I do see the three dots. Um, I, might have a computer next to me that I might want to try it on.
20:00
Speaker 1
No, we can also use the other device. But on your, but on your computer, sir, you have to connect it to the Linksys extender setup Wi-Fi. Yes, we can do that one, sir. Any computer you have available, we can use that one.
21:00
Speaker 2
Okay. Cause this isn't working. Yes, I do. However, my computer is down at my cabin and my mom's computer is up here, so I could temporarily use my mom's computer to open up the Lynx.com. Do you want me to do that? Okay. All right. Sounds good. Let me uh let me go try this on the other on the computer. I'll be right back. Yeah. Okay. Thanks.
21:00
Speaker 1
Okay, sir. No, you know, it's in case the call gets disconnected.
22:00
Speaker 2
Okay, if we get disconnected, uh, you want to give me a call back? I had to un, well, let me see if I can actually put this, um, plug my phone in closer now to this other computer. I might be able to do that. then we'll be.
22:00
Speaker 1
I will still give you a call back. [silence] Set up your range extender.
23:00
Speaker 2
All right, awesome. Thank you. Oh, you're not going to tell me. Oh, I will. That will just be an one on one. Something like that. Okay. So I'm now here at the computer and that. You're not connected to the range extender network yet. We can help. And then I have a scroll bar. This is for wireless range connector and set up range extender or access range extender settings. Okay. Get your bathroom and shower remodel estimate today. That's an ad. I'm guessing right? [silence]
23:00
Speaker 1
sorry, sir, what's your option, sir? Okay. but the computer is connected to the LinkSys extender setup wifi name, right? Okay. Okay, that's fine. Say, um, just make sure that the computer is connected to the link to extend their setup. Wi-Fi name. Okay.
24:00
Speaker 2
Right. I, um, I am, I just have to close everything down, because I was getting, uh., so now it's loading. [silence] And now it's still pretty slow. It was fast for me, but maybe shifting all that stuff has created a glitch. We'll see. [silence]
25:00
Speaker 1
extender.Number-Links.com [silence]
26:00
Speaker 2
I know and the cat's taking that along. [silence] And let it get the Internet fixed.
26:00
Speaker 1
ur browser are you using sir? um let's try sir incognito on Chrome. and then the laptop sir is connected to link is extender setup name right? or the computer um the computer sir is connected to the links is extender setup name right? um you have to connect yes you have to connect sir to links is um this computer sir that you're using right now how does it connect like wired or Wi-Fi?
27:00
Speaker 2
Chrome. Should I switch to uh Microsoft Edge? Okay. What's that? No. You want me to go grab. You want me to go grab. Yeah, should I go get my lap talk? That's kinda. It's um. [silence] I'm, um, this computer is wired and Wi-Fi, right? Yeah. It's a, no, not, it's a, it's, uh, it's the new, um, the new fiber optics only. They took away the other thing. New fiber optics only. Fiber optics, right. Where you today? Fiber optics. Who's the company that is through? Telecom. Telecom. Telecom is our, uh, wasn't it Green Mountain Power previously? Green Mountain Power, yeah, it's all, right. I don't know exactly. Okay, so Telecom just put new service. T. D. And it doesn't work. Ash, we'll look and see on that label, see if it tells us what the company is. No, it doesn't. We'll see that. We have no papered on, let's see.
27:00
Speaker 1
oh. We have to use Wi-Fi, sir, because we need to connect to the Linksys extender setup. If you can, maybe grab your laptop. We'll just have to use that one. Um, yeah, but as for the computer that you're using, , is it? How does it connect to the internet? Like, do you have a wired connection on that one? only.
29:00
Speaker 2
Yeah. yeah. no, no.
29:00
Speaker 1
Okay. Yeah, maybe we can grab that one, sir. Okay, I'll just be here. You're welcome. [silence]
30:00
Speaker 2
Yes, become life. By only I guess. Um, however, I can still go to get my laptop, because this isn't working. Okay, I will be right back. Okay? Of Okay. I'm, I have my computer.
30:00
Speaker 1
Okay. Connect first your laptop, sir, to the. Um, go to the Wi-Fi settings first of your laptop and then connect it to Linksys extender setup Wi-Fi name.
33:00
Speaker 2
and I will open this up and I will put in extender.com. Please. Okay. loading. Well, I got impatient, so let me try again. Okay, here we are.
33:00
Speaker 1
Start setup yeswireless range extender yes
34:00
Speaker 2
Okay, I think it just connected, and I see the route. Then you want me to start setup, right? How do you want to use your range extender? As a wireless range extender. Yeah, that's great. Cool. And now it says choose your wireless network. And then it looks like mom. So is our new one? It's the one that's right on that label. There's a label. let me go get the label just one sec thanks I see something okay I found it now hold on yeah so the mom the other ones expired right? that's correct okay because I have four bars listening I have four bars with only one, so I'm going to choose that says enter the network password. Okay. Um, mom, is ourpassword already set up? Is it that right here? Yeah. That's not the one on the oh, it's set up. sating to the network loading. So it says, choose your 5GHE network. It says, uh, hold on. I don't see my network. So I'm gonna click this. Yeah. So the 5 GHz network. Choose your 5 GHz network. And I said, I don't see my network. Um, mom, I'm not seeing the network. It says doobans. All right. So, you know why it might, so this is a new network, right? And um, and I never had it on my computer before. So.
34:00
Speaker 1
So. So, yes, supposedly, sir, um, yes, supposedly, for the 5 giga hertz, if you have a 5 giga hertz set up on your main router, then it should actually show up there for the 5 giga hertz. Same as how it shows up on the 2.4 earlier. When you recognize the Wi- [silence]
38:00
Speaker 2
[KEEP_UNCERTAIN] I don't have it on my computer, but I was able to I just saw the five gigahertz. And I'm I'm not not seeing it. I just clicked the blue circle and it says, still looking for network. I don't see. Hold on. What's what's TV TV802.11 b. TV. What I think I was looking for the same same thing that I chose. Um, but.
38:00
Speaker 1
Do your 5 GHz, sir, should do it the same way. Uh, uh, does your 5 GHz are showing on other devices? Or you only have one name for your main wifi? [silence] Okay. If you only have one name, sir, we actually can't be sure if that's only 2.4 or 5. So we may actually really need to check with your internet service provider if that wifi name has the, has both 2.4 or 5 um, and 5 GHz or if it's only 2.4 and not 5 GHz. So if there's no 5 GHz, they actually need to um enable that one on your main router.
39:00
Speaker 2
Yeah. Why wouldn't it be showing up? Good question. Probably only have one name for my main Wi-Fi. They made it so that we could. All right, well, let me see if I have it on my phone. Okay, let me see if I have it on my phone. So, um, I go to settings, go to Wi-Fi. Is there a scanner? Can you just scan on that? I don't know. I don't know. On that little page, too. I don't know. I'm just adjusting. I don't know. I might be able to cut. So I think I was able to get on our new call. Um. Call. I don't know if it's that clear. Wi-Fi connection on my phone just now. And therefore, maybe I should try from my phone for a second. Hold on. glad it shouldn't be you hang up.
39:00
Speaker 1
For your phone, sir, your phone is connected to the linker extending Wi-Fi range. What is your Wi-Fi name in the Wi-Fi settings or is it connected to your main router?
42:00
Speaker 2
Connect to range extender setup network. And I'm not sure all I know is that I just opened a browser on my phone and I typed in extenderlinksys.com and it allowed me to go through the process and choose the seven thousand extender.
42:00
Speaker 1
Yeah, you have to go to the Wi-Fi settings there and then connect to Linksys extender setup Wi-Fi name. You have to disconnect to your main Wi-Fi.
43:00
Speaker 2
And I just gravitated to this page and it says connect to range extender set up network, it says be sure the range extender is plugged in, and LED is blinking. And then it says two, go to your device's wireless manager and be sure that you are connected to Linksys extender set up. And it says three, once connected reload extender. Links this com in your browser and follow on screen. But do you know what I need to do? Okay, so I'm at the Wi-Fi and then you want me to disconnect Wi-Fi?
43:00
Speaker 1
Do you see under the available networks the links is extender setup name? okay. Do not turn off of your Wi-Fi. Just select the links is extender setup and then you have to connect to that name. So you will probably have to be disconnected to the main Wi-Fi. So you have to switch Wi-Fi names.
44:00
Speaker 2
I do I also see that my that I'm connected to my new Wi-Fi so you want me to turn off my Wi-Fi or just um or Okay. Um should I okay so link this Okay. Okay. Um Okay. So I here let me explain this. So, um, okay now it looks like it said I think it automatically switched. So now
44:00
Speaker 1
Okay, just remain connected sir on the Linksys extender setup name and then open a browser and then on your browser, you have to go to extender.linksys.com, even if there's no Wi-Fi or even if there's no internet.
45:00
Speaker 2
I chose Linksys extender setup in it in in it b in it, I think it thought it knocked me out of the. So I'm now I chose Linksys extender setup and it's lots of 41 it's actually still kind of there's a exclamation mark going through the bars and it says no internet connection. Yeah. Well, it's still doing what it was doing earlier, and that is the exclamation mark with a red circle around it. Do you want me to try incognito?
45:00
Speaker 1
Is that sir on the browser when you try extender.linksys.com? Oh okay. What's your option for connection not private?
47:00
Speaker 2
Well, now it's uh It's still not opening anything and it just has a circle around an eye, yeah, says connection is not private, you should not all I have to say is that it says that you should not
47:00
Speaker 1
Mhm. Do you have a VPN on your phone? VPN are you using, a VPN on your phone? like it's Like a third party application that secures your like, uh, Okay. How about Safari browser, sir, can you try on Safari. Okay. Oh. Yeah, but your but your Wi-Fi it's it's connected to the Linksys extender setup name, right? It's it's still connected even if if there's no internet on that name.
48:00
Speaker 2
No, I'm just plain Shane over here. I don't, uh, I don't have anything special like that. Um. Sure. I also gonna try going back to my computer as well because, you know, I think I was having better luck maybe, um, but let me try Safari. I probably can't open this the page because it couldn't connect to the server. Hold on. Well, at the same time, I don't have I'm not connected to the internet because I
49:00
Speaker 1
Okay. Yeah, go to Safari and then extender .linksys.com
50:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, I mean, it is the same Wi-Fi Lynx extender. There's a blue check mark near it, full bars, and it says unsecure network. Um, then I can, uh, um, uh, try to lift up the Safari again, and then... [silence] Okay. Something came up with the Safari. So, uh, um, apparently Google, the Google Empire, the global Empire is doing something there. But it looks like, uh, [silence] So far, it says, welcome to, uh, RE7000 extender setup and it says I accept and automatic software updates are checked and I'm going to start the setup and then I am going to as this range extender and I'm going to put next. And then, okay. I'm going to it says choose your wireless. Okay. Well, we already got this far last time and it's right here. So I choose that. I'll enter the password.
50:00
Speaker 1
Which part are you, sir, on the 5 gigahertz or 2.4 gigahertz? So, you were able to see earlier the 2.4 and then extend that network, right?
52:00
Speaker 2
So like my computer, I still don't see it, but it says I can manually enter network name that on this I'm going back. I'm going back. [silence] Um five. [silence] Oh, I'm just I'm going back. I'm going back. Is it normal? Is this supposed to take this long? All right. So, I don't know. All I know is that I mean, I would have to go back to the process. It's not letting me go back. I don't know where I was. I don't know if it was 2.4 GHz or not. But I can go
52:00
Speaker 1
yeah we we can actually do the 1 3rd extender that langsis is that dot calm yeah sir
54:00
Speaker 2
I can try again. How about if we do that, right? So that we can. Okay, yeah. Let's do it again. Okay. So it says how do you want to use your range extender? And then I'm going to it says as a wireless range extender and then I'm going to press next, right?
54:00
Speaker 1
probably sir on this one since it can only see the two point four gigahertz uh maybe because on your laptop as well it didn't uh it didn't find the five gear hertz so more likely possibly is that five gigahertz is disabled on your main Wi-Fi so there's no so it has only 2.4 would you like to continue with the setup and then just connect your extender to the 2.4 or you can also contact your internet service provider to enable first the five gigahertz so at least you have 2.4 and five so you can extend that one on your extender at least we know that the extender is working because you're able to see the setup page
55:00
Speaker 2
Yeah, it was two point four gigahertz. It is two point four gigahertz. Right.
55:00
Speaker 1
I'm not quite sure, sir, in regards to your previous Wi-Fi, but we can actually just use 2.4 for your extender right now. If you have the five gigahertz, once you're once you're able to contact your internet service provider, then you can just reset and then set it up again to connect to the five gigahertz.
56:00
Speaker 2
think probably I was previously working with 2.4 gigahertz, right? Yeah, but we can always upgrade it to the five. Okay. However, mom, did he live leave a phone number? Home number? Did he leave a phone number? No, I don't think so. Okay, so telecom, you should be able to tell.
56:00
Speaker 1
We can, sir, but I actually cannot stay any longer because the device is already end of support. The extender, sir, is already end of support, so we no longer support the unit over the phone. $100 here for a linked support. When was that one, sir? Because as for us links, sir, we do not charge. [silence]
57:00
Speaker 2
should I try calling telecom right now while we're all on the phone? because of what? Okay, well, I, I mean, I recently paid a couple hundred dollars for life long service. I, I re I, I spent, uh, at least a couple hundred dollars for life long service for all Linksys devices.
57:00
Speaker 1
We do not provide lifetime warranty support for our devices. We don't use third party or we don't source. or we also don't outsource. extended warranty support.
58:00
Speaker 2
Well, actually, that's not true. It wasn't true several months ago. Several months ago, I talked with a Linksys support customer service representative and they told me that if I wanted to get assistance because my support was going to be ex because this machine this extender that I had is expired. Right? Uh, like my warranty was expired. Okay? And they, I I talked with someone and with Linksys and they stepped me through the whole process, just like you're doing now. But only after I paid them for unlimited lifetime Links Sy support. And I paid, so and I got the I got the uh, the, I paid like $[REDACTED_PAYMENT_DIGITS] and they walked me through it. A SyncSy customer service representative. There was an alternative package that I could have gotten. But it wasn't lifetime. It was for like, I don't know, maybe a few years. So I turned that down because I decided to pay the higher price and I have this payment through my VISA. Give Me Support for preparing
58:00
Speaker 1
[silence] [silence] Okay, I see, sir. I underst- yeah, I actually understand that you actually tried to, you know, do a lifelong warranty service, however, sir, as for us we- um, Not exactly on our company, sir. We have received reports that there are
60:00
Speaker 2
bank account. So a customer service representative through linksys Academy helped me billed for that for a couple hundred dollars for lifetime support a few months, several months ago this was uh last year sometime and um and and and so basically I was told that I was going to have lifetime support with that payment.
60:00
Speaker 1
Are someone that's actually, like, um, pretending to be Lenovo's technical support? And then they were actually asked to avail the lifelong warranty service to extend the warranty of their devices. We are we are aware, sir, of that one. And then we have already reported it. So, um, we always ask our customers to dispute if they were able to get charged for a hundred box or $100 or more. Uh, we asked them to dispute it on their bank, because that is fraud. What's the phone number, sir?
61:00
Speaker 2
But you're aware - [silence] you're aware of that, then. [silence] Okay, it's fraud, but they, um, but I reached them through your contact. I reached them through Facebook. This was a while ago. This was like more than a half a year ago. This was, like more a little more than a half a year ago. I um, I called Linksys support and um, and, and they walked me through it and um, so it's, I am I I understand it was a scam but it was also a very um, a very structured scam as well because they, I called I did a Google search for uh, just like I did now. Like, for all I know you're a scam because basically I um called Linksys customer support. I googled it. I got the number. I called in and they had a, they had a kind person who'd lind person who [silence] was just like you talking and providing support and they told me that I needed to pay for a lifetime support and I did that. And then they walked me through the entire process. So they knew exactly how to go through the entire process. So whoever it was either worked for Linksys or they still work for Linksys and they are But the point is is they knew everything. They knew the step by step process to to solve the problem and it was extensive. And and it seemed legitimate because I after I paid we got the situation done. I paid them and then they helped me set it up and told me I could call back anytime. time and and it was a seeming like seemingly a legit conversation but I understand that it may have been a scam but that's also something you guys are kind of responsible for so because uh so I mean now so I basically paid a couple hundred dollars for support uh for uh lifelong support um and while I was scammed it was very much somebody who was hired by Linksys and they knew everything about Linksys and um and I thought that I even called the right number I mean I called I googled for a uh a Linksys phone number and I called that number and so it should have gone
61:00
Speaker 1
No, sir. What I mean is that, um, yeah, we can actually, um, as for this one, I totally understand and we're very sorry that you have to experience that one, but rest assured that as for us, links is, we actually do not outsource support to third-party companies, so we don't ask them to pay for support. Um, sorry, sir.
65:00
Speaker 2
too links, so links, this is very much responsible for what happened. And um-, and you helped me so far this much in this phone conversation. And I will go back into my back records and find that transaction and uh-, and- and investigate it. However, for now, um, we are now 45 minutes into this conversation. And you're telling me that you have to hang up. I don't understand that. All right.
65:00
Speaker 1
And then as for this one, that's why when you actually, when I received your call earlier, um, you've mentioned that you have an account. But when I checked here on our system, there was no act actually there is no account under the phone number or the email that you provided. So I created an account for you on our system. And then first things first, I've also mentioned that the devices are at the end of support. And then, um, it's already the part of our end of life, which means that we no longer manufacture it. And then we also doesn't provide any firmwarer updates. So there's no future firmware updates for this extender. Um, as for that one as well, um, I didn't ask you to, um, I didn't ask for any payment because when I've offered you an email, you've mentioned that there's no internet connection. You cannot receive any email, which I totally understand. So, as provide one-time support for our customers in terms of um out of warranty devices. Depends on um the the device. As long as there is no hardware defect. But as for the two hundred dollars um for usually for end of support devices, we really totally do not um ah provide technical support over the phone because it's already the end of support and we usually suggest our customers to consider, you know, an upgrade because usually if there's no firmware updates with the router or extenders, they are actually prone to data breach or their security is actually lower.
66:00
Speaker 2
I don't know. Okay, okay, okay. So I, I, let's solve the account problem. Okay, because here's another thing is I not only do I have the did I buy the links? A few years ago, I talked with another [silence] somebody also from Linksys. And it was a long conversation and they sold me [silence] Linksys. [silence] because the ex did not work. [silence] they suggested a mesh system of like three different [silence] three different [silence] modem.
67:00
Speaker 1
if, if it's actually, sir, if you purchased that one through links is a few years ago, we still do have a direct sales like around 2023. And just around December of 2024, we no longer do direct, the direct sales on our end. So we cannot process any um we actually cannot process any sales on that year around 2024. But if that was like before 2024, then what you actually contact probably was that links is where you actually directly purchase it over the phone, because we still do have that one. Then we stopped around 2024. Well, around two years ago, [silence]
69:00
Speaker 2
I own two and I bought that also for a few hundred dollars several years ago. Was that a scam? I bought it in the mail. Exactly. So. That's fine. That's fine. But that means that I should have an account, correct.
69:00
Speaker 1
5, which we actually not found. If it just that I'm telling you because, all the process earlier is that, we can no longer support end of devices units. It just that I provided one time support
70:00
Speaker 2
Okay, okay. Well, that's that's your guys's problem. So I'm going to have to talk with a manager because you can't just discard all your previous customers and tell them that you're not in the system. Do you understand that that's what you're doing? Yes, I I understand, but I have purchased something from you guys and I and I also have this extender that I. I purchased from a local box store, but it came with a warranty and your phone number, which has expired, which is why I paid for an extended warranty the last time I talked with you guys. Apparently that was a scam, but prior to that, before 2004, and it was before 2004, I also purchased another attempt to upgrade my router extender system, and I purchased that for like $200 or $300. And I received these two things that never even worked. They're still in the box somewhere in the basement. And so that didn't work. And you're, um and and so I reverted back to this little, um machine, this little extender, and it's not broken. And I just need to set it up and you guys know how to do it and I paid [silence] I'm a past customer. I understand that you canceled all your previous customer and are trying to dodge responsibility. But in fact, I am a customer and I should have an account number. It's not my fault that you guys erased all your customers from your system. That's not your fault either, but it's also not my fault. It's the company's fault. And so, um, I don't know what we're going to. I don't know what we can accomplish right now. I would like to get this um, set up and we can set it up on the the 2.4 gigahertz like you were saying. I would like to do that. I would like to proceed with that. However, at the end of the call, I am inclined to speak with um a manager as well. But for now, I would like to go forward with the 2.4 gigahertz like we were attempting. Is that possible?
70:00
Speaker 1
I can provide support to, you know, finish what we have started for the extender. And then I can also look for a manager here after we have resolved your concern. That's not a problem for me. Correct. Yes. Um.
73:00
Speaker 2
Perfect. Yeah, right. I wouldn't think it would be but it's good that we can try to. So, we we're going to continue now to try to set this up so I get internet connection in my cabin. Correct? Okay, great. So, um, so the only problem then that we are having is that I don't have the 5 gigahertz network lined up. Well, guess what? I never was able to connect with the 5 gigahertz network. I've always been using the 2.4. So, I re I I recall that I believe I am correct in my recollection. And therefore, let's just set it up to the 2.4 gigahertz. And yes, I will be exploring my the scam that I got that was heavily. [silence]
73:00
Speaker 1
[silence] Uh, no, sir. What's your option for the 5 gigahertz? I think you have an option there to, sorry, let me just double check that on here.
74:00
Speaker 2
Linked to a Lynx Systems Corporation, because clearly it was somebody who was very familiar with your guys' technology and your devices and the software to set it up. Only somebody who's worked for your company was able to do that. So somebody who was fired from Linksys. And in my opinion, that's the company's responsibility. But anyway, so we're off of that and now we are going to try to hook this up to the 2.4 GHz. Okay, so it says choose your 5 GHz network. Well, guess what? I can't find it. So what do I have to do? I have to go back, correct? No, I can manually. I can manually enter the network name.
74:00
Speaker 1
Well, do you have an option to click next here to just skip the five gigahertz? Just click sir. I don't see my network and then just skip the five gigahertz.
75:00
Speaker 2
I wouldn't be surprised if somebody has a lawsuit against you, against Linksys right now because of all of this. Um, I don't see my network. And then it says my signal strength is low. I, and then it says manually enter network name. Should I manually enter my network name or should I click I don't see my network? Okay. Well, it says click or press enter. If that does not, doesn't work, make sure your router is powered on. If so, move the range extender closer.
75:00
Speaker 1
Do you have, sir, an option for the Wi-Fi name? You have an option to manually enter a network name or look for more networks, right?
76:00
Speaker 2
Cut to the router and run setup again. I have my my it says click or press a blue arrow that circles around. It it doesn't say anything. Maybe they're trying to tell me to press Enter. Yes, I can manually enter the name. Enter the name of your wireless network SSID. Please enter a network name SSID. And then it says choose some type of security used by your network. And it says no security and then I can click it says WPA2, personal WEP. [silence] Network Now, I have to click, please et a network OK. So, let me enter the network. All right, see, 0, 1, EA, 2, BED .
76:00
Speaker 1
Um, I think you have a drop down there, sir, that aside from no security, you have a drop down that shows you WPA to permission, WEP? For no security, sir, it will just, you will, you can actually connect to the Wi-Fi without putting a password,
78:00
Speaker 2
I, I. I put in the SS ID. That network name. And nothing happened. So, now it says, no security. Should I, It's also, I'm seeing my arrow. Show, the blue circle popping up. So, I guess that's means that it's, it's trying to load. However, Um. It says. No security, should I, what should I choose for no security. Yeah, I read it. I. I read it to you. You didn't say anything. What the hell is it?
78:00
Speaker 1
d. so, uh, it's, um, not secure if you're going to select no security. Yes. Uh, just select no security, because you, you don't have a 5 gigahertz.
79:00
Speaker 2
So select no security. Okay, something came up and it says next. So apparently my internet connection worked. Well, this will definitely be the last time I buy anything from Linksys, that's for sure. The extender is having trouble connecting to your wireless network. First try troubleshooting your router. Give it a few minutes to boot up, and then try again. If that doesn't work, make sure your router is powered on. If so, move the range extender closer to the router and run the setup again. I'm going to try again.
79:00
Speaker 1
but we are actually already upgrading to mesh system So that's why we most of our first generation devices we already we have already obsolete devices So we're trying because we're actually trying to cope up with the newer Wi-Fi technology which is Wi-Fi 6e and Wi-Fi 7 So we're actually... Yes. Do you have like an like an option for I don't need a second network because we're actually just stuck on the 5 gigahertz network? We can start over yes. But we have to.
80:00
Speaker 2
it's fine, but what i have is still working. And that's one of your products. So you should stand by your company should stand by products that are still working. Like this is ridiculous. Okay, it says the Extender is having trouble connecting. Okay, the Extender is having trouble connecting to your wireless network. Uh it is having trouble because we couldn't find it right? So we just tried to manually enter it, right? So now we have diagnosed what's going on. The reason it didn't show up is because the Extender is having trouble connecting to your wireless network, okay? So, yes, can we start over?
81:00
Speaker 1
close everything that you have. So we have to open your browser. We can actually, sir, but for your options there I think we're actually really stuck, so maybe we can start from the very beginning. Yes, just close everything that you have and then open a new tab on the browser that you're using. uh... it's extender.lyngsis.com.
82:00
Speaker 2
Well, does it make sense? Right. Does it make sense to do that? [silence], so we should start from the beginning. [silence], okay. Well, I appreciate you trying to make this work out here for me, despite the degree of miscommunication, we've had. So, let's try this. [silence], okay. So, what was the website again? [silence]
82:00
Speaker 1
Well, that's actually not necessary, sir, so you can just leave it checked or unchecked, then you can start the setup.
83:00
Speaker 2
Okay. I accept the end user license agreement. Automatic software updates recommended. Should I unclick automatic software updates? Okay. And if this doesn't work, it says as a wired range extender access point. But, let's do the wireless. Okay. If see, so here it is. Choose your wireless network. If you are extending a dual band network, be sure you see both
83:00
Speaker 1
Well, usually for dual band networks, sir, it should show you the 2.4 and 5. But what network can you see there? So select the one. Okay
84:00
Speaker 2
I don't see both bands. Am I setting up a dual network? I am. Am I not? the 2.4. Yeah, that's that's that's our new connection. That's our new service. And it's a 2.4 gigahertz. That's what we're working with. And it has full bars and it's allowing me to choose it. Um, but it does say an option below. It says I only see one band of my network. Should I click it?
84:00
Speaker 1
Well, I think it will just only allow you only to read, sir. What's your option for, you can only see one network. But yes, you can, yeah, you can actually click on it. Were the five gigahertz at the top? [silence]
85:00
Speaker 2
click there, yeah, OK, I'll enter the network password, [silence] OK, why am I not seeing it come up?
85:00
Speaker 1
Correct. [silence] Well, as far as this one, sir, supposedly we should keep the 5 GHz because it only shows you the 2.4. [silence] And usually you should have an option for IDON'T.
86:00
Speaker 2
Yeah. Well, it it it reverted me to five gigahertz. it it just automatically reverted to the five gigahertz. it's your algorithm. your your algorithm was designed. And why is my OK, so my internet connection is not on because we're in your Linksys System, right? Well, it looks like your algorithm is is bypassing the 2.4 gigahertz. So is it possible that you guys, when you canceled all of your customers, that you also deleted the option for a 2.4 gigahertz or what's going on here? What do I need to do? Yeah. Well, I would love to. Yeah, I would love to. Now, how do
86:00
Speaker 1
Yes, the, that's actually a refresh button, sir.
87:00
Speaker 2
So, so, move the extender closer to the router and run setup again. Okay. Last time I did this, I had my extender in the same place or further, and it worked fine. So I'm guessing this is a algorithm by link. S this is designed to fail our attempt here. However, if we are going to follow the instructions, it says either click this and I will try clicking it, but nothing happens. You can click it. Nothing happens. So I have to bring my range extender closer to
88:00
Speaker 1
How far is it to your router, sir? Like, how many estimated distance? 10 feet. Okay. Okay. Let's pause there on the page that you have um let's pause on the page that you have. Can you open a new tab for me? And then same thing. Go to extender.linksys.com. And then can you see the Welcome to Extender Setup page?
89:00
Speaker 2
Do the router, correct? More than 10 feet. More than 10 feet. It's called a mesh. Yes, okay. Okay. Okay?
89:00
Speaker 1
Okay. So you still have the accept the terms and conditions, right? Okay. The lower, um, below your start set up, you have like a manual setup hyperlink on the lower right corner. Uh, I need you to select the one. Have. Um, I think that's for the admin account for the login so you can actually just put admin all over case or you can Um, yeah, just admins are all over case. A D M I N. So you can see. And base [silence] [silence] you
90:00
Speaker 2
Yeah, I can. Yeah. Yeah. Okay, thank you. Okay, now it says, enter password to see and change range extender settings. Okay, I'm here. Okay, I see it.
90:00
Speaker 1
six settings? Right. Okay. Uh okay. So you have basic settings, WPS, site survey, QoS, and then cross band, right? I need you to select cross band. And then you have auto and then manual. So let's say manual. Not letting you select manual? Okay. um, go to site survey instead. Let's go.
91:00
Speaker 2
Yes, okay. Okay. Yes. It's not letting me. Correct.
91:00
Speaker 1
Okay. Okay. Select that one, so I need you to select that Wi-Fi name. for your main network under the two point four. You have to select that one and then click connect above the security. You have refresh and then connect, right? Okay.
92:00
Speaker 2
You're trying to do all the work arounds, but I think they're going to block us in every which way as they they decided they wanted to get rid of a bunch of responsibility. But here we go. I'm doing this. All right. I have site survey here. And it says, and it says 2.4 gigahertz is full signal under our new, um, uh, Wi-Fi. And Okay. Yeah. Yeah. [silence]
92:00
Speaker 1
Okay, and then select, so let's say, I think you have to enter your Wi-Fi password. Yes, Wi-Fi password, that's the Wi-Fi password for your Wi-Fi.
93:00
Speaker 2
Yep, and I'm here. It calls it a passphrase, right? OK. I'm not gonna screw our system up. And connect. Warning, it can take up to a minute for the Wi-Fi extender to connect to your
93:00
Speaker 1
Yeah, you can just click next or proceed on that one and then we'll just have to wait for a minute to connect it to your main Wi-Fi. Then we'll go back to the settings.
94:00
Speaker 2
todors change extender settings visit. That famous link extender. Linksys.com when your computer is directly connected to our wep our new Wi-Fi underscore extension core Linksys extender setup be 41 okay uh so now what should I do so basically it says it doesn't give me an option it just the warning just came up uh there is no next yeah there is no next that it doesn't give me an option all it does is it says to view or change extender
94:00
Speaker 1
Yes, let's proceed on that one. Let's go back to extender. linksys.com. Can you go back sir to your, not yet, sir. Go to your Wi-Fi settings. And then what's the Wi-Fi name that you can see on the list? Can you connect that one? Re connect on that one, sir.
95:00
Speaker 2
settings. Visit http. colon slash slash extender. Link this Organization Link. Extender. Link. Com. So I should click on that? Okay. Well, it says, tap they n, or press p: o o or p. e, to play. It's 'cause it's okay. Link this Extender setup B41. Okay.
95:00
Speaker 1
Okay. I'll put you on hold there for like two to three minutes. I just need to verify something for the extent. I'll be back with you real quick, okay? You're welcome sir. Stay on the line. Thank you, sir.
96:00
Speaker 2
Brad the tree. I can't. arm arm I should the tree. I've a fake. I got the tree. It's just a little fishy. How uh, they canceled a bunch of subscriptions. [silence] [silence] [silence]
97:00
Speaker 1
Hello, sir. hi, Sir Ash. thank you. yeah, I'm still here, sir. hi, sir. thank you so much for patiently waiting on the line. so I have double checked, sir. every possible work around that we can do on the extender for the RE7000. however, based here with our support team, um they've mentioned that as for the 2.4 Gherz for the RE7000, we actually don't have a work around to work this thing out for you. [silence] hello. [silence] hell, oh
107:00
Speaker 2
You took more than one pav. Hey, you did. Seven is it? yeah. hell, I. hi.
107:00
Speaker 1
Actually you really have to set it to 5 gigahertz as well. So we don't have a way to bypass or do any workarounds or um to use only the 2.4 gigahertz because they've mentioned that it it's actually um that is how the product is designed. Hmm. Yeah, it's solid green, sir, but you cannot connect to the Lynsys network right after we do the site survey.
108:00
Speaker 2
Yeah, they changed it. Yeah. Yeah, I understand. They changed it. They changed a lot of things and they got rid of a bunch of their customer profiles and I actually believe that, that Linksys, they did offer the warranty and they're just telling people they didn't. I mean it just all adds up. But anyway, um, the interesting thing is is that my Linksys extender is solid green right now. Okay. Yeah, probably not. [silence]
108:00
Speaker 1
Yeah, gigahertz. Yes. So, you actually, with that one, sir, we really need to proceed with the option that I've mentioned earlier where you actually need to contact your internet service provider and then check within the 5 gigahertz network if they can enable that one on your router. And then if there is, you can actually give us a call back. We can provide another one-time support as a courtesy so we can assist you with the setup. However, as for the $200, sir, that you've actually mentioned, which we actually got a miscommunication earlier, as for that one, I will actually stay firm, sir, that Linksys really do not offer or outsource [silence]
109:00
Speaker 2
I don't know. So, we need to do the five 5 gigahertz or whatever. Okay. Okay.
109:00
Speaker 1
third party support. Well, as for the account, sir, it's actually just linked to your record here. It doesn't affect actually, really the device. Do you have the serial number, sir? Maybe I can ask our maybe I can ask our customer service department if they have the option because as for me, I actually don't have an option to track previous records. But if you can, yeah, provide me a No, sorry. If you can provide me serial number that of that device.
110:00
Speaker 2
I understand. I understand. I understand. But at the same time, you just admitted to me that Linksys, the company you're working for, uh deleted a bunch of their customer accounts. Right. Okay. So you do you see that I purchased, um, uh those uh mesh system from you? Yes. I understand.
110:00
Speaker 1
that you purchased, maybe I can ask them to look about it. [silence]. Hmm, OK.
111:00
Speaker 2
yeah but my um my point is is that um I'm not in the system right now right that's my point. my point is that I was a cust I am a customer and I purchased something through linksys. I purchased this thing that linksys made from a box store near me and it came with a warranty so I have a history of communication with you. I have a purchase over the phone with you guys for something and the reason why you can't see that is because they deleted a bunch of customer information and if they deleted a bunch of customer information um and they stopped selling things online and they um um [phone conversation] [woman speaking] and there's no record of my history. That all leads me to assume that they also probably did offer me an extended warranty, and they're just, they deleted that too. They deleted the 4. the 2.4 GHz option. They did a lot of shiesty things in the last few years. And I have no doubt in my mind that that was not a scam. And I hold firm on that. But besides the point. And I'm going to actually go through my bank records [phone dialing] and I'm going to find that transaction. And then I will go back through my phone records to see what phone number I dialed. And I'm going to investigate this and if it links back to Linksys, I will, uh, uh, file a lawsuit. But, well, it doesn't matter if we have a lawyer or not, I'm still going to file a lawsuit. Um. [phone ringing] Also right here, do you want a call um telecom? No, I'm going to let her have a break. [silence] [silence] [silence]
111:00
Speaker 1
As for your internet service provider, sir, ask them to double check the settings of your router. Um, ask them if you have an option to enable the 5 gigahertz network
113:00
Speaker 2
right because she's not really responsible for any of this except for the. No I'm going to call them back after I, but but it is a good point here um. Because if I I I know I don't know what to ask them. I have to uh I have to write this down. Um unless I stay on the phone with you I have to write this down so what do I what am I supposed to ask them again?
113:00
Speaker 1
because we cannot, because we cannot see it when we try to set up the extender. We can't see it on the extender when we are choosing, yes, we cannot see it on the network when we are choosing to extend the Wi-Fi for the extender's network. Yes, for the extender. [silence]
114:00
Speaker 2
This is working. We can't see it on the network or an extender, right? Okay, I will just assume it's your
114:00
Speaker 1
yeah internet company yeah and then as for this one sir um i have actually updated your case here so as for your case i'll be also sending you an email about um the anfried for linksys so you can also read about the one just in case you need that for the information that i've mentioned that we really don't outsorse ever since third-party support so i'll send it to your email so at least you have reference on that
115:00
Speaker 2
The rest and trying to communicate with me in good faith. So I'm sorry. This was a stressful conversation and I will give a call back after I talk with my internet company, internet company, right? Internet provider. Yeah, I... I... I... I... [silence] Yeah, I... I... I... I, I absolutely, I know, but isn't it ironic that you're, you're going through all of these changes and. I'm upgrading new units, not supporting old units, and deleting customer information. However, that one caveat where I called in, like where other people called in, your number or Linksys' number, and probably happened to hundreds of people, and they called, and we all called the same number. Interesting how it's a repeated thing, right? No, this is-- this is 100% Linksys'. And because this... You have to understand why it only makes sense that it's Linksys that had done this, because it was very legitimate. It happened to a lot of people. They all called the same number, and it happened to them. And there is, like, a whole list, a whole laundry list of scandalous behavior and activity from your company in the last few years, and we just went over that. So I don't-- we don't need to discuss this anymore. I don't need to-- Linksys Corporation is the shysty and its employers, employees and customers are the ones who are fighting over it. Kind of like how the global empire has all the peasants fighting over each other. But anyway, okay, so I will call back and I, again, like these other people called the hotline. I'm gonna call back, I'm gonna call back the only number that Linksys has, and no, I won't be asking for another lifetime warranty this time, but I will be um trying to get this sorted out. So long as this has an option for 5 Gigahertz, and if it doesn't, if my internet doesn't, I will never be talking to Linksys ever again. I will never buy any of their products.
115:00
Speaker 1
Okay sir, but as for the hotline number, do you have, that's the one that ends in 7114, right?
120:00
Speaker 2
No, I, it's the only one. It has always been the only one. I know that the company is trying to lie to you, but watch, I'll do this again. Watch. Ready? It's the only number that comes up for Linksys and it and I'll tell you what that is. I will tell you what it is. I'm going to do the Google search and I will find that there's no scammer. Hold on. I, I don't need to hear the number. I can look it up myself. Like we have all all these customers always have been able to do and they were all scammed out of a deal through Linksys because they called this same number and I'm going to do it again. I'm going to call them again. I will see Links this but anyway um so here we go. Link this phone support.
121:00
Speaker 1
That's correct, Sarah. Yes, that is the only hotline number we have. [silence] What do you think of this idea?
122:00
Speaker 2
Okay, links this, uh, links this support contact information. And it says, uh, 800-326-7114. Is that correct? Right. So, uh, let's see if I can find links this phone number. Let's see if I can find one of those. If you encountered this phone number through a search engine had a cold call or a pop-up alert, it is likely a tech support scam. Scammers frequently use sponsored ads on Google or spoof emails to trick you into... Okay, yeah. So, um, with all the problems and that the links this has caused us customers that we've identified today, I am to believe that a bunch of other people just randomly got scammed as well by this scammer. So no, I don't care about the $200. I feel like I'm more scammed by the fact that my account is no longer available and that my that my product that I bought from you is no longer available in the 2.4 gigahertz. That's what I feel is the scam here. And why wouldn't it just be an extension of this this links of scam to just have offered a warranty and just turn back on it. It's just the only possible scenario with all these people having gotten scammed. It's ridiculous. I don't get scammed. I never have gotten scammed in my life. All right, except for right now. Um okay. Uh yeah, so I yeah.
122:00
Speaker 1
Okay, sir. And then I will also send you, you the email for the case number, but you can also write it down if you have pen and paper. So just, so once you give us a call, if not me, because our calls are randomly distributed, if not me, then at least one of my colleague, they'll be able to pull up the account here. And then we'll be able to, I'll put here proper documentations. And then I'll just mentioned I'll just mention it in the and then on the documentation. It's for one-time support, okay? As a courtesy, okay. Case number, sir?
124:00
Speaker 2
Again, I have link centers number. I have the internet. I have the support. I don't call spam numbers. I call the they don't have their numbers linked to their organization. Um, and I will call back after I have this figured out. Sure. Okay, sure. I'll I'll take the yeah, I'll take the information from you. And what did you want me to provide me? [silence]
124:00
Speaker 1
okay, case number is L for Lima, T for Tango. Yes, L for Lima, T for Tango, S for Sam, zero zero, one, three six eight, nine one. S for Sam, Sur after T for tom.
125:00
Speaker 2
I'm ready. uh L,IMEL, it's L. O.T L.T l as in low e as in Tom 500 136 891. Oh, sorry, my bad. Let me try that again.
125:00
Speaker 1
So, it's LTS 0013689001. Right. So, that's the case number, sir. And then just give us a call back once the 5 gigahertz is enabled. Make sure, sir as well, that when before you end call with your Internet Service Provider, make sure that you can see the 5 gigahertz on your available lists of network, yeah. And then just give us a call. We're open up until 11:00 PM Eastern Time, Mondays to Fridays. [silence] All right. Thank you. You're welcome. Sir. Well, we'll see if it's adaptant. You're welcome, sir. Take care, okay? Bye bye.
126:00