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 [silence] one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press [silence] 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. Hi, thank you for calling Linksys technical support. My name is Dillon. How can I help you today? Hello, how about this?
00:00
Speaker 1
Sorry, it's a model number. I don't know. Where do I find the serial number? Okay, hang on. Serial number. Okay, is it is it like 3612 - 2400? Does that sound like it?
02:00
Speaker 2
you'll find told you it's under underneath the device ma'am has a three-digit number and I'm oh it's eleven and zero fifteen is at the bottom SN colon zero eleven and zero
02:00
Speaker 1
So, that's the model. Uh... yes. Um, so recovery key, Mac address, oh, here's the serial number. three three three. ready? three three M, as in cat, one zero, or oh. I don't know which. M, M as in Mary, two nine D, as in dog, zero or oh, three two two oh four.
03:00
Speaker 2
Just to confirm with you, ma'am, are you calling with regard to a Lengths device?, okay., all right, one zero., all right.
03:00
Speaker 1
Correct. Okay. Oh, you want some? Well, I gave you the money. Oh, I thought it was X-A-G-I-Z-Q-P-Y. That's what. All right. Alice Terry, 395 at Gmail. And
04:00
Speaker 2
10M for Mike two 9 zero 3204. All right. Okay. I can see here that you have an MR 7 350 linksys router. That's the model number of your linksys. Yeah, that's the model map the MR 7 350. That's the model. All right. Anyway, let me just create a quick record here. Um Executive. Alice. So your first and last name is Alice Kerry. How about your email address?
04:00
Speaker 1
Sorry, is Carey C-a-r-e-y? Okay, okay, okay, hang on. Sorry, one of five, five, five. My Wi-Fi works fine. 9-1-6-4. Okay. 5, nine. Okay. I have no connection with Wi-Fi on my television. Uh, I have connection on my other devices, no problem. And it changed from, it changed from one day to the next. I have troubleshot with, um, um the server and with Roku. And uh neither of them said it's their issue. Um and
05:00
Speaker 2
Yes, ma'am. All right and uh let me also verify your phone number. That's 828-5995164. Yes, all right. Alright, so what seems to be the problem, uh Miss Carrie? Mhm. [silence]
05:00
Speaker 1
And so they said, as a last resort, go to your, you know, network provider, so here I am with you.
06:00
Speaker 2
I see all right so um so here's the thing actually with regard to your concern it's the reason probably because um you're you're frequency band is not separated so um as far as I know Ruko devices only connects to the 2.4 gigahertz frequency band so you need to have a um like a specific network for the 2.4 for you to be able to connect it to the internet so you need to separate the network between the 2.4 and 5 gigahertz which is you may try setting it up using a different network SSID for each frequency band make sure both the networks are enabled.
06:00
Speaker 1
Well, the night before, I was watching, you know, I had no problem, I was watching television, the next day I couldn't. Yeah. Yes. I've done all that. Yep. Yes, just mysteriously it stopped being connected,
07:00
Speaker 2
what do you mean by one day to the next satellite 2 to the next? before I see. Um, but your other devices are working fine. Well, I don't think there's an issue with the Ron, but, um, for this one, ma'am, you can try to unplug your modem and your router from the power source and you've done that, hmm, I see. So it's it's the first time you had an issue with this. I see. Was there like, uh, no update
07:00
Speaker 1
No. No. No. Okay. So what do you think it is, Just out of your general knowledge, because I'm pretty technical with it. So what would you do if this was the case with you? Well, Okay.
08:00
Speaker 2
coming from the Roku team or Roku send because if if that's the case, ma'am, um, you know, there's no issue with your other devices connecting to the Wi-Fi, then I don't think the issue is coming from the router. basically. Mhm. Well, I we can, I mean, you can try to separate the 2.4 and 5 gigahertz frequency band just to isolate the issue and see if it will work. That's um our resort, but I mean, not resort, but the one of the troubleshooting that we can perform. And uh if the if in the event that it won't work, our last resort will be resetting your router back to its default settings.
08:00
Speaker 1
Mm-hmm. Mm. So, would you repeat what you said about the, the Switzerland? bands? So you wrote who?
09:00
Speaker 2
And setting it up again for you to be able to try to connect back your [silence] Roku and we will disconnect it back. So by default [silence] Yes Ma'am. So [silence] Um [silence] I'm not sure with Roku, but I believe most of the you know, appliances or those devices only connects to the 2.4 gigahertz bandwidth. So by default, your your frequency bands 2.4 and 5 gigahertz are interconnected to each other. So they are in one network.
09:00
Speaker 1
And what is the five negative hertz? What is that? Why would I? Hmm. Bye. I see. Okay. So you're saying that, um, that I would have to get Roku to connect me to 5, the 5 gigahertz? Oh. Uh-huh. And so you would, you would separate that because why? Oh, I know.
10:00
Speaker 2
the 2.4 has a longer range but it has a slower data transfer. um so most of the appliances uh connect to the 2.4 like your printer or your cameras like that they only connect to the 2.4. mm-hmm to the 2.4. it's actually on our end ma'am. um you cannot I don't think Roku can help you separating the 2.4 and the 5 gigahertz band. it's one way of isolating the issue you know just to try if it will connect 'cause it might be that um your Roku
11:00
Speaker 1
I see. I see. But, uh, it's strange that that would happen overnight. Why would that be? Mm-hmm. I uh-huh. I see. I see.
12:00
Speaker 2
Oh, yeah, your RoCo device is having issue connecting to the 2.4 specifically so you need to separate it to manually add it or connect it to the 2.4 Yeah, um that also we don't have idea with because technically if it was working fine before without any interruption um because there's actually a lot of factors that may have caused the the issue. Well, if you probably had an outage, an internet outage, power outage or a firmware update like that. So there's a lot to consider. And yeah, we cannot identify that one without
12:00
Speaker 1
It could have been some outage that then screwed it up, right? But it's funny that they wouldn't that, you know, I mean, I spoke with optimum and they didn't say anything about that, you know. Um, they looked it up as a current outage, uh, there wasn't. Anyway, so you say you can do that to try to isolate the problem. I
13:00
Speaker 2
digging deeper with the issue. I see. Yeah, that's probably one of the factors, Ma'am. Yes, ma'am. I can walk you through logging into the web user interface and have your device or have your frequency band separated and try to isolate it and try to connect your Roku to the 2.4 GHz network. But the only thing here, um, is that
13:00
Speaker 1
Mm-hmm. Well, that could have been the problem. Well, I don't but it's worked, but no, this happened a long time. I mean, I did change. I did change when I hooked up the Linsky.
14:00
Speaker 2
the Linksys device that you have right now is already out of warranty. So, unfortunately, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. Um, however, we do have an ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. But if you don't want to opt in with the paid connect service, I can send you an email for the instructions on how you can, um, log in to the web user interface and separate the bandwidth. Well, basically, it's just so easy. You just have to change the Wi-Fi name for both your, both 2.4 and the 5 gigahertz band.
14:00
Speaker 1
I changed the name, I changed the name but that was, you know, a long time ago. So, um, so would changing the name, uh, uh, maybe help? I don't know. Yeah. Right. Yeah.
15:00
Speaker 2
Yeah, like for example, if if your 2.4 and 5 gigahertz has the same "Wi-Fi" name, they will be interconnected to each other. So for you to separate it, you just have to change the Wi-Fi name, for example, for the 2.4. So if your Wi-Fi name is home Wi-Fi, you just have to put example 2.4 at the end of the home Wi-Fi to indicate that that's your 2.4 network. And once you change that, it will be separated. And that's it.
15:00
Speaker 1
and then the other network, would just would would keep it. Yeah. All right. So, um, okay. Um, and then and then what? So I change the name and then what would I do? Oh, I see. And that would mean for Roku to do that. Without my going it'll connect up.
16:00
Speaker 2
And the other network, you can just leave it the same? Uh, that's it. You're gonna try to connect your rope code to the, specifically to the 2.4 network. It would connect, possibly. That's 70% possibility that it will connect. But still... But still, if the issue is really coming from the rope code, then it would probably not connect. So...
16:00
Speaker 1
Mhm. Okay. Right. Yeah. Yeah.
17:00
Speaker 2
It's again, it's one way of isolating whether the issue is coming from the Linksys router or the Roku. Alright. Don't worry, ma'am. I'll make sure to make it simple for you to understand it. But anyway, in the event that you have trouble following those instructions, you can always go to our website, as we have a Linksys AI agent there. You can ask for guidance. So just have to go to our website at www.support.linksys.com. There's a chat bot there like you can interact. Yeah, so you can ask questions and just provide your router's information.
17:00
Speaker 1
Okay. Well, I thank you for your help. Thank you so much. Yeah.
18:00
Speaker 2
All right. All right, ma'am Alice. Thank you so much. All right. You are very much welcome. Thank you as well for calling. Have a great day. Take care.
18:00