Speaker 1
hi um if I give you the uh um Thank you. Let's just have a quick look at your intake form. you
00:00
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.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 about your service options, press two. 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] If we can recall on linksys, my name is Gerald. How can I help?
00:00
Speaker 1
s are functioning. how well the signal is. Right. You can't, can you see the signal status? Well what the hell can you do? Um, okay. So, we have a spectra meter. We have a spectrum, um,
01:00
Speaker 2
wait on it. I'm not sure on this end. one more time. with regard to that um no we need to do the troubleshooting to figure out what's going on with your with your router. no, we can't do it. no, we can't do it here. we cannot see your router here.
01:00
Speaker 1
System and a Linksys is running off of the spectrum computing with it. And our signal is poor. Um, I just got off the phone with spectrum and they're showing everything is working great. Um, so he was suggesting that it's a problem with the Linksys and told me to call you. Um, the only thing that we've changed was the spectrum was operating at 500 gigabyte or 500 whatever and now it's at 1,000. So we doubled it and he's suggesting that possibly the Linksys doesn't have the capacity to run at 1,000 or we need to up it to 1,000 as well. Are you, uh, have you heard anything like that before?
02:00
Speaker 2
Okay. So your previous subscription speed is $500.
02:00
Speaker 2
It started from and now it's up to or can you give me the serial number and model number of your router so i know what device you're talking here about.
03:00
Speaker 1
Um, how would I do that? Okay.
04:00
Speaker 2
And it's my little second second. All right so this EA 9500 this this should be able to uh get one up to one thousand in BPS speed. This should be a problem with uh speed regarding with a poor signal it could be a Wi-Fi channel issue which you can change or we can change inside the settings of the router or it could could be something else. Could be firmware related problem. Now checking at I mean looking at the model number here EA 9500 Uh unfortunately this this router model number EA 9500 we no longer update the firmware
04:00
Speaker 1
What does that mean? Because it's old? OK. so, how are we able to know what the problem is? Do you need to send someone out here or if you up it. So, if there's no increasing the speed to a gigabyte, it should be able to either work compatibly with the spectrum that's already at a gigabyte or it's not able to unless we change out the modem, correct? [silence]
05:00
Speaker 2
So could be the problem is related to firmware and the software is at. So it's not able to catch up with the latest update of your your spectrum modem or something like that or like this technology now. So we can say that way yeah. [silence] If the poor signal is through uh Wi-Fi then
05:00
Speaker 1
Hi. Okay, so what's your suggestion because I don't you're speaking tech to me. I don't know what you're saying.
06:00
Speaker 2
most likely the problem is either the firmware or the wi-fi channel the wi-fi channel could be not the best channel for your router right now. we can change that or or something else but the speed I'm not sure about that. it should be able to get 1000 Mbps but through wi-fi it will you can only get half of the speed that you subscribe through wi-fi sometimes 180 up to 1000 something like that. uh one second. uh right right I understand that. well and unfortunately we cannot do troubleshoot on this router because the supported end is 2000 I mean this year but March 2026. so we can no longer support this model number. it will be better [silence]
06:00
Speaker 1
How old is this one? 10 16. Um, how complicated or like complex is it to switch this Linksys out for a newer version? Would you send someone out to do that?
07:00
Speaker 2
It was released 2016 officially officially.
07:00
Speaker 1
yeah, we have a lot of technology issues here, and there's things that are communicating with the link, so I'm not, we're not very comfortable switching um, it ourselves. So, you guys can either send someone out here to do it and we'll stay with you guys, or we're going to have to switch to spectrum and you'll lose us as a customer because we it's too complicated. That's why it's from 2016 is because we don't want to mess with it. So, do you guys want to send someone to do it for us? We don't want to be we don't understand what's wrong, so for us to change it out doesn't make any sense. We want someone that knows what they're doing and can switch it out and we'll upgrade to whatever model we need to, but we don't want to do it ourselves and have a problem, and have to call again. We have to pay for someone to come out and do it for us and we'll pay for that out of our budget. I mean, whatever it takes. But, we don't want to go there with the experimentations here. So, it would be much better to have someone come out to do it and then move on. Okay? Oh, that's fine. No site tech. That's not even a thing. What if I could cook to date? Okay, so what the other suggestion is... If we don't switch out this model for the newest model, the only other solution is to probably drop the Wi-Fi back to what it just what it was previously functioning. Fine. Like because we had it at 500 and there wasn't a communication problem, Wi-Fi issue, nothing. So if we drop it back down, that could potentially solve the issue. If not, then we have to upgrade the lync fee to the newer.
08:00
Speaker 2
I understand you're concerned. Uh, it's just that we don't have on-site tech. So we can only do the setup. Unfortunately, yes. We we do everything through I mean over the phone. We don't have on-site tech.
09:00
Speaker 1
mobile version is what I'm thinking. Okay. um, as far as a, like a mesh system goes, do you guys have, um, anything as far as like extending the signal, like a daisy chain system? That you guys are able to do. That's compatible with your Linksys, you do have that. Yeah. And they work outside as well? Or you guys just have indoor ones?
10:00
Speaker 2
yeah, that might help or may not help. it's a 50 50. yes, we have uh wait, hold on. let me check for ya. yeah, mesh routers we have mesh routers. yes.
10:00
Speaker 1
and how many can be connect so you don't have both you just have can the ones you do have the outside or do they have to be indoors? Okay. Um how many can be connected to this Linksys? Is it even compatible with the with the one that we currently have from 2016? Is that even an option to connect a mesh router to that? Would that solve the problem at all? it won't work, right? It's not compatible.
11:00
Speaker 2
No, we don't have uh sorry, sorry, sorry. Go ahead. No, we don't have outdoor devices, just indoors. [silence] If you're going to cascade the master to the E9500, the mesh router will adapt the settings or the specs of this E9500 and that's not good. You upgraded it so it should make the it will work, it will work but it does not make sense. [silence]
11:00
Speaker 1
Okay. Okay. Um, um, um. Um. Yeah. Um, okay. Thank you so much. I'll have to give you a call back. I'm just going to talk to my dad and see. We'll probably end up upgrading. But, how many mesh routers can be connected to the newer Lynx like if we were to upgrade? Oh, please.
12:00
Speaker 2
you need an upgrade up upgrade so I would suggest if that's the case you just make use of this e 9500 bridge mode and that that way you can make use of the Wi-Fi of the mesh routers So sure. you have other questions so far we've deal with um 20 or 15 mesh nodes together up to up to that number.
12:00
Speaker 1
far do they spin like how far does it jump the signal the new one uh huh okay okay okay okay thank you so much for all your help bye
13:00
Speaker 2
Depending on the note model number, so if we're talking about the, I mean, let's say mx4200, I think per node, that's 2000 square feet per node. Per tower. [silence]
13:00