Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Nathan. May I know who am I second? Marcia. Yes, Marcia. Is this your first time calling us?
00:00
Speaker 1
called you in 2021 and I still had the number, believe it or not. But I so, so here's what has happened and I need to bring you up to speed and you tell me what I need to do. So, I I have my internet service with Optimum. They had an out, well, I this morning everything worked fine. I left, I was gone to run errands about, probably about five hours. I came back. I had no internet, no connectivity on my laptop, my desktop, my phone, my televisions, nothing. So, I called Optimum, of course. And their automated service, they try to help you, you know, with a robot instead of a real person. And so, they said, let's we'll check and see if there's an outage in your area. Comes back and says, there is no outage in your area. So, I said okay. And so then I thought, well, I'll just wait till.
01:00
Speaker 2
M. [silence] M. [silence] M.
01:00
Speaker 1
So they gives me the option to ask for a representative. They did and said it would be 36 minutes because they were extremely busy and of course, tomorrow's a holiday so I get that. However, it took them an hour and 23 minutes to answer. And when the guy when the guy came on, he goes, well, let's see what we could figure out. And so he says, but he went he also checked and there isn't there was or there is an outage in the area. But as we're working through it, he says, well, I can see right now that the service has been restored and you are getting a signal. I said, well, that may be, but my home Wi-Fi is not showing as a link that I can connect to. It is showing the different links is that I have set up. And when I connect to those, it will it asked for the password. So I get the password off the bottom of the of the of the device. Put it in and I
02:00
Speaker 1
It, it seems to go. And I had a, um, a, I'm on my, Let me look and see if it's still true. On my, uh, laptop, it showed that I had, that I had network connectivity. However, I tried to access something on the internet and I said, You are not connected. And it says the same thing on my TV, on my iPhone, on my desktop. So, it's showing that my Wi-Fi is not connected. So, the bottom line is, the guy with optimum said, Well, we've got a signal into your home. It's obviously your links. And I said, Wait a minute. My links is working fine this morning until you had an outtage. And now you're telling me it's the it's it's the link problem. I said, that doesn't make any sense to me. And I said, Do you have an 800 number for them? No, I don't. I wish I did. I'm so sorry I can't help you. But we have a, we have a.
03:00
Speaker 2
I'm not sure what you're asking me to do here.
04:00
Speaker 1
Red or their pink, they're not blue lights at all. So I still can't get, I can't even, I thought, well, I'll just go online and order. These are, and help me with this. Your devices are called routers or modems? Routers, thank you. I'm sorry to, sorry to be ignorant. But anyway, so I can't even go online to order routers to have them developed, to delivered here tomorrow because I can't get on the freaking internet. So I thought, I've got to call somebody. And when I called your number, this 800 number earlier, I got, your call cannot be completed as dialed. So I dialed it about three times, kept getting the same signal. And just now I had somebody, I called somebody. friend of mine in Kentucky had her look you up online to find a technical support number. It's the same number I dialed earlier and when I dialed it from my iPhone, it worked.
05:00
Speaker 2
routers. We can still restore. Hmm. Hmm. [silence] Hmm.
05:00
Speaker 1
I got you. So, somehow, it's my, it's now my lucky day, but I gotta figure out how can I get online and what, I don't think it's, I don't think it's a Linksys problem, but I don't, I don't know. I'm not technical by any means. So, what can we do? My email address? Yes, it's mockmockmar@bellSouth.net. Correct. Correct. Mock, M-O-C-K.
06:00
Speaker 2
Just right. Just right. Can you give me your email address? Let me create a case ticket for you. [silence] Yes. [silence] But mark at bellsouth.net, is that correct? [silence] What's your last name, Marcia? [silence] All right. [silence] Now, I need you to go to your bellhop. [silence] How many routers do you have? [silence] One. [silence]
06:00
Speaker 1
Well, I have three that were connected. Now it's only showing two on my, when I'm looking under settings on my, on my laptop. But when, when we had the problem before and you all sent or I ordered from y'all or maybe, I ordered, I don't know, maybe it's Amazon. They sent three new ones and those turned out to be older devices than the ones that I was using. So I could not use them and I still have them sitting here. And one of them I tried to connect earlier and it's got a light blue light on it right now, but it's not dark blue and it's not red. Serial number on, on the, on the one that's connected to the modem right now? Okay, here you go. You ready?
07:00
Speaker 2
3 2 or 3. is blinky, that's okay. The one that is new. Can you give me the serial number? 30, thumbs, hike, down, yeah. Yes.
07:00
Speaker 1
five K W X B a U. Correct. It is a model number is the V L P 01. [silence] Look you. I'm so sorry. I'm so sorry. I gave you the password. Did you ask for the password or the serial number? Oh, I'm so I am so sorry. You should have stopped me. You knew that wasn't the serial number. All right. All right. Here we go. It is 26D as in dog, 11, M as in (Marsha), 33, B as in boy, O, it looks like a zero, not I. Well, hang on just a
09:00
Speaker 2
No. Predation No. Serial number you give me the passes here.
09:00
Speaker 1
That might be no one nine three zero. That's a serial number. And the other one that was connected, if it'll help it all, is the same serial number, except the last, the last two the last number instead of a three oh, it's a three. Instead of an oh, it's a, it's so in other words, 1930, the last four numbers of the one I just gave you, and the one that I had been to, that was, that's connected, to be using for five years, is one nine three three. Same serial number though. Did I lose you? Hello? Hello? Oh, come on. For real? Hello?
10:00
Speaker 2
Uh, zero. Uh, well, go ahead and take a look. Uh, go ahead and start at the beginning.
10:00
Speaker 1
Oh, no, don't do this to me. I'm about to lose my mind. Hello. Hello. Hello. Oh, did you hang up? Bud, are you kidding me? Or did you put me on hold and then hear what you said? I don't know. Dear God, please. Hello. Well, going to just cry. Hello. Well, it's shown we're still connected, so I hope you have me on hold. I don't know what to do now. I hang up, I lose him. I have to start over. So like a mouse start
11:00