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. 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. [silence]
00:00
Speaker 1
Can you hear? You hear that? You can hear me? Yes, I can hear you, okay. If you speak up a little bit. You must be civilian, not but wait here. Okay. I need to find out what's going on with this uh my wife. And they said you upgrade or something like that. I can tell you the and give you the number or whatever and you can check it out. Yeah, I sure can. Hold on a minute. Okay. You tell me what I'm looking for I got a recovery key number.
01:00
Speaker 2
Yeah, can you hear me OK? Hogan House. We can't check your router right here but we can do we can figure out the problem of your router can you give me the serial number and model number of your Linksys router [silence]
01:00
Speaker 1
Password number, nine, uh name? What am I looking for? WPS number? Serial number? What do you want? What do you want? 3-2-A-I-s-A-I'm going serial first. 32-A-10 Motel 2-C California. A is alpha. 12240. And then you need Then, what else you need? The what number? Oh, I got Mac-address.
02:00
Speaker 2
Yeah, Like I said, serial number and model number, I already told you serial number and model number, Got it, the model number, the model number
02:00
Speaker 1
I don't know what. Oh, okay, wait a minute, sir. I got the model number right here. It's MR900. My first name is Mark, M-A-R-K, my last name is Todd, T-O-D-D. Pontiac gl 1966@ gmail.com
03:00
Speaker 2
ask I'll I'll check that right here I got your cereal number so let me try it to track all right model number MR 9000 that's the one that's an I get it here got it what is your first name and last name so I can create a record I and what what is your email address
03:00
Speaker 1
and Pontiac like a car, Pontiac LG1966, at gmail.com.
04:00
Speaker 2
was not able to catch up so what i got here is l E 1966 at gmail.com LG okay one second
04:00
Speaker 1
[silence] It was blue. Let me go back and look. I think it's blue. Okay. Blue is in working condition, ain't it, sir? It was red one time. It was red, but that was a while back. Does that light blue light sound good? Now, but the people that I'm with say that router might not be up to date with their system. Is that a good router or not? I mean, is that a good?
06:00
Speaker 2
What is the light of the rutter right now? Is it blue, purple or... Uh... Uh...
06:00
Speaker 1
[KEEP_UNCERTAIN] it's got four and it's got four antennas on it sir yeah, it's blue, going back to it it's blue, it's definitely blue yeah yeah, yeah it goes, I I moved here, I moved here about five years ago, so I've been here about
07:00
Speaker 2
Let me try. Alright, one sec. Alright. So, this router, actually, hold it. Let me check the firmware. Okay. Regarding with the MR9000, we no longer manufacture this and the problem is that we probably will not update the firmware of this anymore. And the last update was way back 2022. So what is [KEEP_UNCERTAIN] right? So, um, so can you tell me. Yeah, go ahead. No, I'm just, I was just gonna ask you. Can you tell me the problem? Like, what's the problem with this? [silence] I'm not sure I understand. Is that on your
07:00
Speaker 1
[KEEP_UNCERTAIN] Just a minute, sir. Okay. Um, like, you got, you got services. Okay, it's got two services on here for Facebook, another Facebook. And then, oh, and then it's got, it does have, when, as you go down, it has uh, TikTok, you know, um, I don't know what, if it is working right or not. It sometimes it doesn't seem like it's working. Like I I have, I have no, um, my phone, you know. [silence]
09:00
Speaker 2
Linksys router, that doesn't sound like a router behavior. [silence] Sure. [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] You know, my phone don't respond. And it isn't uh, isn't the uh, the why the wife, the telephone, or the service. Uh, let's put it this way. Sometimes I have to use the telephone service to way, or or what do you call that? service to get through to use my phone. Does that sound right? Yeah, it has something to do with the um, internet, doesn't it, sir? Hello, are you there, sir? Okay, Okay, sometimes like you got Wi-Fi from your phone, and you got Wi-Fi from your home, and you try to connect the uh, the Wi-Fi from uh, your home to your phone. And it works and sometimes it don't. Cuz it says like uh, I think that something is wrong with the network. Do you know what I mean like that? It shows uh, some, I think like uh, all connections uh, according to the, uh, to the router uh, that's something wrong there maybe. But see like that, sometimes, it's like okay. He can barely connect but once he connected, he can use it the what phone? uh, like I said, Wi-Fi. He can barely get himself nap in that one, but once he got like connected, he can use another Wi-Fi still work. What do you think about that?
10:00
Speaker 2
Yeah. Yeah, sorry. I didn't notice how I was unmute. But but yeah, one more time. Instead of a telephone.
10:00
Speaker 1
Two-way, Wi-Fi two-way from your, your, your phone service that you go with, like I'm with uh, team, mobile. So, what I'm trying to tell you is like sometimes I have to go to Team, mobile service in order for my phone to work, right? The National Call. What he's no, well, I don't really call National much at all. I mean, I might call when I call for the V.A or something like that, but it's been a while, you know. Yeah, it seems to be, it seems to be working fine. I just [silence] need to make sure I got my Wi-Fi on and I'm good.
11:00
Speaker 2
Are you doing an international call? But right now is it working fine right now or
11:00
Speaker 1
[KEEP_UNCERTAIN] It seemed to be working all right, sir. I'm just pissed off. these people that I get service from, and they use excuses and they blame it on somebody else. And there's, they act like they don't know what they're doing, you know? I mean, um, um, yeah, I mean, it just, it just, it's, it's, it's uh irritating, you know? Um, it's uh, now you got me on that one. It's uh, hold on, hold on one second. I got to go back and check on my, uh, my phone. My phone, my phone,
12:00
Speaker 2
can I ask for the name of the internet provider? Who's your internet provider? OK.
12:00
Speaker 1
[KEEP_UNCERTAIN] Can't talk right now. I'm trying to figure out why this thing in the middle of the phone is in the way. [silence] [silence] Okay, I got it. All right, now. Um phone recent. Okay. [silence] It's homework's internet, sir. Homeworks, like your work, internet. [silence] And they did. I want to tell you one thing also. They upgraded their internet themselves. And they asked me if I wanted to go
13:00
Speaker 2
um what was that sorry it's okay thank you
13:00
Speaker 1
on the internet, and it would cost me more money. Well, I didn't do that. And I I figured, heck, I was with the internet long enough, they should just give me the internet the step up or whatever, you know, and and I've been a customer for a long while. And plus, I'm a veteran, you know, fought for my country. I'm all torn to hell. I am too. I got shot and everything. But, um, you know, they don't have much respect for me. I gave her heck today. I told her I said, listen, ma'am, I don't think you're right, what you're saying. They blame my router, which you just told me, my router seems to be working alright. And then they tell me when I when I do have problem with my router, I don't know how they can tell, they say, your your internet's working fine. And my my internet isn't working fine sometimes when I ask when I tell them that. So, I don't know. I'm just telling you what they what the problems I've been through with them. I mean, I don't really like this internet service that I'm with and I've been with them ever since I've been here. You know, homeworks. Internet. Uh they're stationed somewhere out east out in Lansing or something like that. And uh that's about it. They told me they told me they're they get a Google number for me to check my my Wi-Fi and then they're trying to tell me, you know, my Wi-Fi. I need to go out and buy a new Wi-Fi. Well, you're not completely, you're not telling me anything about my Wi-Fi bad or anything. There's they're on the phone telling me that everything bad about my uh Wi-Fi. You know? I know one thing sir. This Wi-Fi's got four antennas, so seems like it would pick up, you know, pretty good. That may not be the case. That may not be help the problem for with four antennae, you know? Yeah, see this box, this little box um that they brought in and it's been well, actually this little box, is that what you're talking about? The little box with the internet? Okay, that's my internet. What about this little square box, sir, that they put they had in well it was here when I first moved here. Could there be something wrong with that?
14:00
Speaker 2
Alright. So what we can do for this, I guess we can change the Wi-Fi channel and check the firmware up-to-date. [silence] No, I'm talking about your MR9000, your Linksys router.
16:00
Speaker 1
Yeah, yeah, yeah, yeah, yeah. I don't, I'm not, yeah, the modem. Is there, that happen with modems? Okay. So the router provides the internet and the internet goes goes to the modem, correct? Okay. Now,
17:00
Speaker 2
you talking about the modem? I think that's a modem. right, your linker's modular. sometimes the problem is the, the modem or the internet source of the router because your, your router is relying to the modem. so whatever the modem um, giving it will be on your linked filtering. so like, the speed will be delivered to your router, the internet goes to your router, something like that. no, it's the other way, so the modem provides the internet and the linked filter or the router, uh, distribute, distribute the internet wirelessly and wired to your devices but do you just in case we need to adjust some settings so when your languages ready do you have like a laptop we can use desktop
17:00
Speaker 1
that i don't know if you could help me with what you need. I What does that mean? When it's red, it's not working, right? It's not, no, something told me.
19:00
Speaker 2
Right. It's really hard to know the problem because it's working fine. So doing some troubleshooting, well, we're not going to help. So, right now, maybe when it's not working that we can do the troubleshooting to figure out the problem. But right now it's working, so it's best to observe the the connection for now. But we can check the the firmware if it's up to date. And also change the channel. It's not working. Correct. When it's right, that's not working.
19:00
Speaker 1
Mean to say that. But, um, maybe you're right. Maybe I could just call you when, um, something's going on and call you back. Maybe we can get down more into the nitty gritty, huh? Send him send him through the mail, sir, or send him what? Uh, send him through my, send him through my email? Yeah. Yeah, that'd be good. That'd be good, sir. Okay. The email is Pontiac, like a car.
20:00
Speaker 2
All right. If you want, I can send you some troubleshooting guides. I have your email right here. I can send it to you, to your email. Yes. Some troubleshooting steps that you can try when it's not working or you want to check the firmware. OK. I just want to verify the the email and I'll spell it back to you phonetically. I might not got it right, but you can correct me. OK. So that is f.
20:00
Speaker 1
I Ponac. L. V. 1966 at gmail.com. All right. [silence] I knew. All right, so.
21:00
Speaker 2
okay okay that's it what I got here so this one is correct all right now let me get the troubleshoot things that okay wait where was it how about this um I'll create some guide for you because I cannot see the the article here regarding troubleshooting so I'll probably just create a new one I'll customize it the the God I'll I'll make a guide for you just follow the guide when you have problem or
21:00
Speaker 1
Okay. Okay, so I if say, uh, you can't tell me you, you say that Internet is working okay. Correct, sir. It's blue light and you say it's working okay. You can't tell me the only one that can tell me that is the Internet that I'm with, the Internet service, right? They can only tell me that my Internet is working right, right? The, say that again, sir. You said, you said the Internet and then what else, sir? The modem. And what else? Okay. Yeah, I think I'm going to tell them you mentioned the modem and
23:00
Speaker 2
Right, they can check the modem or the Internet source of your linksys router. If that's working fine. But sometimes they just check the, the signal, uh, in that area, not, not really the the router. So we need to we need to check the specific router. modem, yes. Oh, just that, modem and router.
23:00
Speaker 1
And I don't know if it's their job to send somebody out here and check it, I would imagine they would have to. that modem's been in the house, like I said, for about maybe even up close to six years. So I've lived here for about that. And I purchased this house back then. So maybe I should just tell them that and see what they take, what kind of answer they give me. You know, if they have people come out here and check them or what? Okay. Well, whenever you want to get sick of talking to me and you want to go and um, if you got all that information. [silence]
24:00
Speaker 2
yeah, you can also ask them to do that. I think they can do that. But yeah, if you need help with your Linux router, we're expert with our router, so we can help with that. [silence] music music music you think? all right Oh, yeah, it's July good alright do you want me to include the ticket number? so that you don't need to repeat yourself on what's going on? cool
24:00
Speaker 1
Like, she acts like she wants to cover her butt and it's not her fault. You know what I'm saying? It's not the company's fault that she works for. [silence] Okay. [silence] No, I don't have no questions. Um, like I said, if you need to hang up or anything and put that information in there, you can go ahead. And, um, doesn't mean you have to stay on the phone or whatever, unless you want to stay on the phone and talk to me, after, you get it and run into a problem. But, you know, it's all up to you, sir. You're the boss, not me.
26:00
Speaker 2
I see. All right, but but yeah, um, so give give me five minutes once we end the call so I can start editing the the information. Um, hey, but you, you have a question. I just want to make sure that uh, okay, I'll, uh, I'll What about this? Give me five minutes. All right, let me just edit it. Okay. All right, cool. One second.
26:00
Speaker 2
Alright, that's done. You can check your email now and try that later on when you have a problem. Okay. No. no, that's bad should be like No, that's not it. Just check your email, and then I've sent you the some troubleshooting guy. Yes, I hear you. But that's not the email I sent. So, what I sent is basic troubleshooting to restore Internet with a ticket number.
30:00
Speaker 1
And. I'll tell them that. There's nothing wrong with the. with the router. Okay. What's that toast? Yeah. All right. So. You want me to stay on the line or. Okay. [silence]
33:00
Speaker 2
Sure, you can do that. But. I'm sorry, what was that? No, I was just about to tell you that we did not troubleshoot the router. but I'm just basing it on what you said. So you said the light is solid blue. That means it's working. But um, you can also, if you want to check the firmware or how to manually update it you could send you the card just click that link and then it will prompt you to like a guide or instruction guides. Um, you can do it later when you have problems. You could.
33:00
Speaker 1
All right, sir. Yeah, after I get that talk to you, I'm going to call back to the internet place and, uh, tell them what you said and, uh, okay? I appreciate it, sir. You have a good Fourth of July. Um, you have a family, you have a family? [silence] You give your family a good time for the 4th of July too. Okay? I'm not a big fan of Trump, say. But I'm a I'm a I'm a I'm a I'm a veteran and I was a sergeant first class in the service, which means I was a E7. I was in the service for 22 years. I took orders from the men up on top. [silence]
34:00
Speaker 2
Yeah, I said check my connections. but right now I observe the connections going out next 20-44 hours. up. Okay. very much You too. Thank you so much. Yeah, I I know. [silence] Right? I'm not sure actually I probably can okay yeah yeah okay I'll be back [silence] Yeah, I agree. Right, I will. You too, thank you so much. You're much welcome. Hope you have a good one, you type, there. Okay. Appreciate it. Thank you. Bye-bye. [silence]
34:00