V2 Rubric Detail — 5d91ff80-7f0f-11f1-8…

Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.

thank you for calling linksys. My name's Eric. how may I help you today? Good evening. mhm.

hmhmhmhmhm. I see. So correct me if I'm wrong so your Linksys router was actually working fine before, but for some reason last that day, your internet went down, but you already contacted your internet service provider. Um was it spectrum?

Did I hear you correct, Central, okay, thank you. C E N T R O L, thank you for the correction. And so they, they checked their line and everything seems to be working fine and they advised you to contact link this, but since they're closed during weekends, so you perform instead a reset on your Linksys. Okay. And I understand that if you reset the router, then all the settings that were set there, including your network name will be erased. So it will go back to a default settings. So with your case right now, you're already set it to the default and you're able to connect to the default as said.

okay no worries so if you already perform reset okay and you're still not getting uh internet connection and especially that you already contacted your central ISP and so the problem causes why your Linux router is not providing you internet is we may need to properly check first the internet settings in your router or we may need to just reconfigure it first okay then once we reconfigure it if I may ask do you still remember your original links name that you set up before and password like your network name and password do you still remember those but Are you there?

The internet is already working. We will reconfigure the wireless name to be exactly the way it was before so that all your devices will just reconnect. You don't need to reconnect them each one of them, okay? But just in case that whatever settings you had before and it was not exactly the same, then we may end up like reconnecting each of your device one at a time, okay? But don't need to worry. What's important here is we'll just need to make sure that the internet works properly first with your router. Okay? So, let's proceed. May I verify if you had contacted links already before for me to pull up your record? Okay, no worries.

402 980 5502 or 0 4. or for thank you for the correction, and may I verify, is this the same number I can use to call you back just in case we'll get disconnected? Thank you for confirming. Okay. So let me just pull up your record using your phone number, and wait for a few seconds.

_PAGE: Paige, I apologize, I was not able to pull up any records using your phone number. Um, it might have been that our system had updated and, it was not yet finished updating uh or migrating the information. I apologize for that, but for us to proceed, is it okay with you if I'll just create a new one for you instead on the system? _JENNA GONZALES: Mm-hm. _ PAGE: Thank you. So let me uh proceed. So PAGE: Paige: PAGE: Your name was Paige and I was not able to get your last name earlier. PAGE: Paige: PAGE: Could you provide it to me again please? _JENNA GONZALES: _Mm-hm. _ PAGE: Thank you. So, correct me if I'm wrong, that's S for Sierra, C-H. Oscar, L-E-R. _JENNA GONZALES: _Mm-hm. _ PAGE: Thank you. And we also have your email address please.

thank you so correct me if I'm wrong so your email address is just your first name page dot your last name Schuller at gmail.com ah thank you and we also have your model number of your links device you can actually look underneath the device itself be after wards the now because other models that we have there's v1 v2 v3 something like that ah thank you and can I now have your serial number of your links device you can look underneath the device

thank you. I appreciate uh the information. Let me just verify and correct me if I'm wrong. So that's 10 A for alpha, 30 C for Charlie, 69404281. Thank you. Wait for a few seconds. Let me just check the entitlement status uh in the system. Okay? So wait for a few seconds. So while I'm checking the serial number on the system, may I know if we have uh computer that we can use for us to perform the troubleshooting? I see. okay no worries. uh what's important here is you already mentioned to me that you are ready contacted your internet service provider and they verified that the link is okay. but I'll set your expectations okay like if and only if after we've done all the necessary troubleshooting with your router and if you're not really able to make you online this is just a setting of expectations okay? that the modem might not be providing internet on its wireless connection. that's a reason why we we need to have a computer because that's an actual proof that we really have internet connection. but don't worry. based on my experience it doesn't necessarily that we have an actual wired computer as long as you already contacted your internet service provider that's enough for me okay? and we can make you online. [silence]

[silence] What are the lead indicators you can see on your device at, especially at the rear part because there are cables connected and there might be lead indicators at the at the back. or is there a lead indicator on the front? [silence] [silence] Okay. So if you are looking at the back, there are four land ports for wired devices to be connected or any land devices, but there's a specific port there that's labeled internet. And that's where it should be connected to your Zone modem.

and is that how it's connected right now? modem [silence] I see. So because usually, if there's like an internet service provider, they provide their own modem. because technically, the modem is just a converter. because there are different

types of internet service provider others are phone line others are cable or tv others are fiber optic but if I may ask uh what's your uh central uh fiber optic uh dsl or cable or satellite?

|fiber optic, um uh | that looks like a very uh thin wire connected to the modem as an input. Others like uh thick wire like coaxial cable, that's uh like a cable TV type of ISP. And others like uh phone line. Uh is for DSL. Okay. It's okay if you cannot uh identify it, okay? But if I may ask, do you have like a brand and model of your modem from Zenro? Hmm. [silence]

that might be a cable. That might be a cable, since you have like a, those setup boxes where the input are coaxial cable as well. Oh, right. Okay. I see. Okay. Then I appreciate the information, okay? So if that's the case, then pretty much it doesn't really like important what's your time, okay, as long as there's a particular device there that converts your raw signal like TV into an ethernet or raw signal from DSL, like a phone line or voice into ethernet because our routers only understand ethernet connection. Okay. As you can see, there's no cable port there, there's no phone port there, of course, there's no fiber optic port. That's all ethernet. Okay? So, uh pages. [Silence] uh, this uh these are our troubleshooting plan okay, so our troubleshooting plan is first to make sure that we can properly check the cable connection and since you already verify with me then that's good. then the next part is to access the web interface of your router. since we don't have a wired computer, then don't worry we can use actually a mobile phone to just communicate and since you have a tablet, we can connect to the default SSID, okay? then once we're connected and if there are password there, it's still written on the underneath the device like you have a default name, I believe the default name is linksends and the last five digits of its of its serial number, is it showing there? and there's also a password there, if there is or if not then it's okay, it's unsecured. then the next part is access the web interface and do the proper configuration. and mostly if there's internet, then it should work, then we

they have a white computer that they'll be able to use to test, connect to your modem because if it's not online, then at least they'll know and you also know, okay? Those are the things that you need to properly do, okay? Uh, are we clear with that one? Oh, I apologize. okay. So, uh, let's okay. since you because I know that you're a properly connected device. okay. because you are already connected to the internet port. right? because it's labeled internet. that's how, how your modem is connected, right? then, you have the four LAN ports there. uh, nothing is connected to there because you don't have an ethernet uh, computer. correct? that's how it's connected.

Okay, so just to double check, you have the modem from your cable operator going to the wall patch and from the wall patch to the direct TV box. And so from your modem from your cable operator, then it goes to a wall patch and from the wall patch, like your wall there's Ethernet ports there and from the wall patch going to the direct TV box via Ethernet.

A I see now I understand thank you so from the modem to the wall patch then from the wall patch to the WAN of your e 2500 router then from the LAN going to the Direct TV okay thank you so right now a your TBX it's not online your wireless device is connected to the default S S ID of your e 200 router it's also not online

Advice is online through your E2500. Okay. But don't worry, okay? Since you have a TV box here, that's actually a good isolation later on, okay? Like just in case that we're not able to get online, we can bypass your E2500 and connect your direct TV box directly to the wall patch. It's a possibility, okay? Because if your TV box can go online directly from that wall patch, then your modem is working. Okay? But you haven't tried that one yet earlier, correct? Okay. Don't worry. At least we have our means of doing isolation later on, okay? So, let me proceed now. up. and by the way, with our troubleshooting, uh we have actually two ways to do the troubleshooting, okay? We can either uh do it manually over the phone, like I'll be the one to provide the steps, then you follow my lead so that we can do it together. Or uh we can take advantage of our tool. It's a third party tool, not from linksys, but of course, once you're online, okay, then we can access your computer remotely, of course, with your permission, and we will be able to properly check everything, okay? So those are the steps, but I need to make you online first, before doing that, okay? So wait for a few seconds. Uh I'm not getting any results yet with my system. Um is it okay with you if I'll refresh my system here because uh there's no results. Uh let me just consult my supervisor real quick. Okay? So, um Page, may I put you on hold for about one, two, three minutes only, and I'll get back to you. I'll just need to check my system here, why it's not displaying anything. Thank you so much. Stay on the line, okay? Uh let me now put you on hold. And just to confirm, your phone number, the one that I verified was your callback number. Just in case we get disconnected, correct? Okay, just to ensure, that's 402-980- 6504. Okay. My name again is Eric. I'll be putting you on hold only. Just stay on the line with me, okay? I just need to double check my system here. Okay. I'll put you on hold now. [silence] [music] [silence] in Hello, Paige. [silence] Thank you so much for patiently waiting. And I just started a message. was able to, uh, verify that your device, based on our system, uh, has already reached its, uh, expiration with its hardware, okay? So it just means that if your device is proven defective, then will no longer be able to provide replacements. Okay? And on the technical support as well, uh, it just happened that your device has reached its end of support. So since it's already end of support, uh, just set your expectations page that usually our router has a one-year hardware warranty. Okay? But if it's already, the end of support based in the system, then, uh, we can no longer provide via the phone for the support, but don't worry. What I can provide to you instead, I know you don't have internet. Okay? But, uh, you can, get, uh, email that I'll be sending to you for you to, get the step-by-step procedure. How to resolve your internet. And based on what we discussed earlier, OK? Like, if ever you're not getting online, then we can ask assistance from you to contact your ISP and make sure that they provide the computer. OK? So, uh, Paige, I apologize for the inconvenience. That's the reason why I was not able to get the results earlier. But rest assured, your device is still working on its hardware, since you mentioned that you can still detect the default SSID. OK? So it's a good sign. But it's just that you don't have internet. So it may be just only in the configuration on the internet settings since this was working fine before. OK? So, um, page, let me double check your email so that I can send you the links. OK? So that's your first name, page. That's P for Papa, A for Alpha, G for George, E for Echo. . sholler. That's S for Sheras, C for Charlie, H for Hotel, L, L, L, L, I for India, S for Sheras. Oh, for Oscar. And K for Kilo. And that's S for Sheras, C for Charlie, H for Hotel, L, L for Loro, L for Lima, I for India, for Oscar for your last name. OK?

but because this calls recorded. Okay? So, will there be anything else aside from our main concern, especially sending you the email? [silence] Yes, because your the LED lights are working. Okay? You can see the internet lights on there, there. and then the port light is on and you can also see the default SSID. Okay? So, and you're connected to it, but you're just not internet having internet, then it's a clear hardware that's working. Okay? Because others, if it's not working, you can no longer see the default SSID, you cannot reset anymore. And there's no LED light. Okay? So, this is good. So, Paige, uh would there be anything else aside from my main concern?

Actually, thank you for breaking that one up since I'm your Linksys technician, even like a freebie from Linksys, I have a router there that's more than 10 years old. So it's not fast, but it's still working. Okay, no new software, but I can still access it. It's working fine. Okay, just to set your expectation. So just wait for the email that I'll be sending to you because I'm composing it. That's right for you. And you can start from there. Okay, so our ticket ID, if you have a pen and paper, I can provide it to you.

Our ticket ID is 136 997 for it to be a lot easier for you to remember. You got it all correctly and just in case that if you lose this ticket ID, just provide your phone number that you provided to me and we can pull up your record from there. Okay. Okay, yes. So my name are again is Eric, your Ningus technician and you can also visit our website which is Support Ningus.com. Wait for a few minutes while I'm composing the email for you and you can start from there, Paige. Okay? Thank you, okay? And have a great day to you and goodbye for now, Paige. You too, okay. Bye bye for now.