Speaker 1
Yeah. Hi, this is Jackie Green calling. I'm just having some problems with our getting internet. Wi-Fi's coming.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warrant 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 warrant products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warrant product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys, my name is Yvonne. How may I help you today? [silence]
00:00
Speaker 1
Or, I mean, yes. Who's telling it's no internet? We have the Wi-Fi, but no internet. And we had a power yeah, we had a power outage, and we were out for like 24 hours, and it's just not worked correctly since then. So, today, it went out and we can't get it to to come back up to get in the internet. We've spoken with spectrum, yes. And there you go, yes it is. Correct. Yes.
01:00
Speaker 2
There's no internet connection. And to clarify, have you already spoken with your internet provider as well? Thank you so much. Before anything else, can I ask, is this your first time calling? Since this is your first time calling, I'll just have to gather some quick few information so that I can create a case for your system. Once again, the first name is Jackie, J A C K I E. Green, G R E E N. What about
01:00
Speaker 1
I mean, I don't know what you're gonna have in your system, but um, my email is Jackie underscore Green the number eight at yahoo.com. Yes. Yes, it's three. I don't know if it's O or K. It's three zero K 10 M 299 04197. Correct. [silence]
02:00
Speaker 2
The email address? Uh huh. Thank you so much. Jackie g__8 at yahoo.co m. And the phone number that you're currently calling is 740 504 3215. And thank you. Can you provide me the serial number of the linksys device that you have? Uh huh. Uh huh. 30 Kilo 10 Mary 299 04 197.
02:00
Speaker 1
i have to pull back up here you said it says you're wrong says lynx is what it says lynx is 0 4 9 1 say it again ron 0 4 the three
03:00
Speaker 2
It's somewhere says there E350 E5350. Can you double check E-5350.
03:00
Speaker 1
Yes. it says, Well, yeah, the thing it says, the top it says link sys 04197. And then, I'm not seeing. We've done everything, but we keep getting a message that pops up on our phone that says uh, captive wifi.
04:00
Speaker 2
it's a flat looking router with two antennas at the back. Thank you so much. All right, that's it's serial number. The wifi name for it. All right, thank you so much for that one. Let me just quickly double check everything in my end regarding about the router's status. Have you done so many kind of troubleshooting so far? Hmm.
04:00
Speaker 1
I don't know what that means and it has Linxys on it. I don't know if that's through your company or if that's somebody's trying to scam or what. I we don't know what that is. So we haven't done anything with it.
05:00
Speaker 2
Alright. So, before anything else, captive Wi-Fi means your phone was able to detect the Wi-Fi, but it's not allowing you to connect because there's still some things needs to be done before you're successfully connected. It's like going to a mall trying to connect to the Wi-Fi in that mall, and you need to like scan something before you can fully connect to it. Alright. So, in terms of the current problem for your Linksys router, it's completely disconnected from the internet line. So you will need to consider doing a complete factory reset and set up the router all over again from scratch, treating it like it's your first time having the unit at all. And to set back.
05:00
Speaker 1
Oh, he doesn't have internet. Yeah. But if he doesn't have internet, how does that work? [silence]
06:00
Speaker 2
up the router, the bare minimum device that you need for it is either a computer or a laptop that's available. No, to set up the router, it does not need an internet. It just needs local access and the router must be connected to the Spectrum's modem in order for it to fully function. However, based on the serial number of the Linksys router, I do want to set the expectations, it is unfortunately, no longer in warranty. The warranty status had expired around March 17 of 2021. It is no longer eligible for free troubleshooting on our end. But all troubleshooting steps, if you can still access it is always available on support.linksys.com. For further troubleshooting^
06:00
Speaker 1
I mean, yeah, it's probably easier for us just to get a better a new router, probably. If it's that old. would you. Okay. Then I guess we'll probably look into that. Yeah. Okay. Well, we'll we'll check that out. If we have any other problems. We'll call back. All right. All right. You too.
07:00
Speaker 2
for an out of warranty product, it entails a $15 charge, which would be completely optional, if you still wish to proceed. if you're wondering how old the router is, it's approximately six years old. So yes, in terms of the model, it is an older model as well. So it's better to consider getting a new one instead. All right, All right. All right, thank you for calling Linksi let's take care and have a great day, bye-bye for now.
07:00