Speaker 1
Thank you. What is this product about? I, it's an I, am calling because I, it looks like there's an issue with the, with the router. I thought that we had like, um, an active connection, someone has paid for it, and it was working fine. Well, the first time we turned it on, we were getting really good connection, but now all of a sudden it's not working very fast. So, uh, I was wondering if there'd be any sort of additional fee that I would have to pay, or if there's some kind of way that we can get it to work like it did before. And so, I would like some help if possible to activate this router. What can we do to solve this issue with the router? Thank 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.linksys.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 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. Thank you for calling Linksys support. How may I help you?
00:00
Speaker 1
The power went off right and it went it came back on and for some reason. We are not able to connect to the internet with the with the with the router. We we we also we checked with spectrum which is the you know our provider and they said they we did troublesome trouble shooting and they said that everything is okay on their end. Um we tried you know whatever steps they they needed to take and to check their connection but for some reason uh the it's not the router is not able to establish a connection with the with the modem. Well not out of. We just sent not. it. We we have to unplug the we had to unplug the the the power supply for a minute just like maybe less than two minutes. We unplugged it and plugged it back in.
01:00
Speaker 2
Yes. Yes. No. Okay. So basically, after the outage, the router doesn't have internet connection, right? Mhm.
01:00
Speaker 1
And and then we had these issues. this Okay, just a second. Okay, model number is model number is MR6 350 . The serial number is three four N as in Nancy 1 0 M as in Mary 27 A as in apple 0 6 5 8 1 , [silence]
02:00
Speaker 2
okay before we continue, let me just create a record of this. Can you have the model number and serial number of your device router? [silence] Again, how about the serial number? [silence] Okay, that's 34 N, for Nancy, 10 M, for Mary, 27 a for Apple, 06 581.
02:00
Speaker 1
Uh, uh, let me confirm that, uh, MR 6350, yeah, yeah, um, I'm not sure, this is my parents' house. I, I was here with them when this happened, and they asked me to, um, help them with this. You know, they're elderly, so they asked me to help them with, help them with this, um, circuit protection, the spectrum, the spectrum, the number here is six, the number, which number do you need, my, my own number or, or their number? Yeah, okay, their number is two, one, two, five, six, eight, one, two, eight, three, eight, three. My first name is Gustavo, G-U-S-T-A-V-O. Last name is H-I-D-A-L-G-O. Yes. My email address is my first and last name, 74, gmail.com. Yeah. Yeah. That's correct. How long? Let me, let me call him, hold on, cause.
03:00
Speaker 2
How about first last name, OK, It's Gustavo Hidalgo. How about email address, again that's gustavohidalgo 74 at gmail.com, right, OK, sir, um, Is it OK to um, verify to your parents, how long they had this device, And you only have to wait.
04:00
Speaker 1
I, I, I don't know, are you serious? [silence] I think this is, I think this is the only one. I think so, yeah. Where is it? Uh hold on. Uh I can't find the phone, um to call him because there my dad's not far from here. I was just on the phone with him. Now I can't find the I'm sorry, what was the question? Well color? What color is the light? Um the top is like purple. It looks like it's purple. Uh Yeah, sort of like, um funny like, yeah, like violet or something like that.
05:00
Speaker 2
Yes. Of the light. Of the light. Of the light. Of the light. Of the light. Of the light. Yes, of the light. It's purple or is it, kind of pink. Pink.
05:00
Speaker 1
Does that mean anything, the violet color? Does, what does that mean, Dino? Oh.
06:00
Speaker 2
Okay. That means that the router is not set up. Like the router is, like, ready for setup mode. It's not really communicating to the Internet because it lost its...
06:00
Speaker 1
Is that something that I can do? I don't know. Let me find out. I don't know how. Let me see if I can call them. Hold on. Hold on.
07:00
Speaker 2
you need to like we need to reconfigure the settings of your router but again um does your parents has this device like more than a year already like how long
07:00
Speaker 1
Hello? Yeah, I just, I just, I just spoke to, I just spoke to my dad. He says, he doesn't know exactly how long. [silence] Yeah. Um, wait, I'm looking it up here. Uh, 3410M 27A 06581, yeah. That's it. He's not sure. He's not sure. I mean, they're, you know, they're, they're pretty old so they don't know
09:00
Speaker 2
Yes. Yes? Yeah. Say, let me just verify the serial number again. That's three, four, N for Nancy, one, zero, M for Mary, two seven, A for apple, zero six, 5781. Okay. So anyway, you have no idea how long does your parents has this device?
09:00
Speaker 1
[KEEP_UNCERTAIN] No, you know. After the things that happened. Sorry? I don't know what to tell you. I don't live here. I don't know what to say. What should we do then? What what do we do? I don't know. I'm not sure. Yeah. [silence] Yeah. [silence]
10:00
Speaker 2
Do you have an idea whether this device is under warranty or not? Because we need to before we proceed to troubleshoot this router, we need to validate the warranty status of the router first. [silence] [silence] Because um to start any troubleshooting, sir go ahead. I need to validate first if your device ever, is out of warranty, that's why we need to validate the warranty status of this matter before we proceed. But what's the reason that you disconnected the router? [silence]
10:00
Speaker 1
you for for for an older, for elderly people in a house to have this many connections to an electrical strip? We we right, right we we we when we plugged back in nothing happened, so we tried to reset it ourselves, we tried you know, pressing whatever unplugging it, we tried everything to try to get it back online and nothing happened, this was last night, so you know, we gave up, that's why this happened, we gave up. So we decided to call spectrum and then the spectrum said they're okay, they said call um call to call you because it's probably the the router and they're sure it's the router.
13:00
Speaker 2
Okay, Because based on the light on the router sir, it shows that the um the router was set back or. seems like it was reset. Because the light is it's um like purple [silence]
13:00
Speaker 1
[KEEP_UNCERTAIN] But we were just trying to get it up and running. That's why it happened. So who can fix it? Can you fix it or you can't fix it? I mean, what's the question? The question is, who's going to pay for that if I get it or my question? I guess my next question is, if I go to the store and buy one for $150, what happens? Do I, is it plug and play or do I need to call you to set it up for us? What are my options? Because we're kind of going around in circles here. You So tell me what to do, please. Okay, so now, okay, I don't know, I, I, Okay, very good. My answer to you
14:00
Speaker 2
Right. The reason why it's set back to the proprietary software if you do a reset on your router is that's probably the reason why it didn't reconnect. We can [silence]. Okay, for us to continue Sir, we must need again to validate the warranty of this router, okay, before we can start or before we can proceed. [silence].
14:00
Speaker 1
I do not know. Now you know I do not know. You know my dad who lives here does not know. What is the next step? Do I just hang up and go to the store? Like what do we do? What do we do? Do we just hang up and get up? Or what do we do? We're going around in circles my friend. Okay. Okay.
15:00
Speaker 2
Okay. Okay. Okay. Can I please you all for three to five minutes? I I'm going, uh I'm going to verify this. Stay on the line. I'll be back. Thank you. Hello, sir, thank you for patiently waiting. I'm sorry for that hold. I verified this um record for your device there. It shows it here that your device is already end of life. But no need to worry, sir. Is um we are going to um like right now we can provide you with a one-time support. Okay. But in any case, after troubleshooting, device was like found defective. We need the receipt to validate the warranty. And then
15:00
Speaker 1
Mm-hmm. Yeah. Okay. All right. I thank you. I think that. Okay. All right. Thank you. How long ... How long is the warranty usually? Uh-huh. Okay. Okay.
20:00
Speaker 2
on your in case in the future you if you call us back for the same device okay? we need now we need the receipt to validate the warranty as well okay? so but for now sir we are going just to provide you just a courtesy troubleshooting or just a one time support okay? but again for your next uh um transaction you need the we need the receipt okay? since it shows it here on the record that device is already end of life that means uhm linksys will no longer providing or no longer manufacturing this device and most devices are already out of warranty okay? so we can just one year for this device okay? so again sir just one to summarize what you're expecting.
20:00
Speaker 1
Okay. Okay. All right. Thank you. Yeah. Say that first part again. Yeah. The cable is connected to the where it says internet. Yeah. From the modem to the to the to the router where it says internet. The gray, light gray cable.
21:00
Speaker 2
station, if device found defective, we need the receipt. And then in your next call, we need us all the receipt to validate the warranty. Okay. Before we can provide any technical assistance. Okay. Just to verify your connection right now, sir. Your Spectrum modem is connected to the internet port of your linksis router. The cable. Okay.
21:00
Speaker 1
Yeah. Okay. is it supposed to do something? because, uh, I did it already. I don't know if it's supposed to flash, so... Yes. Yeah, I did that. Do you want me to do it again? Or the like like blinking, like blinking white now.
22:00
Speaker 2
okay sir um the back of your router you can see there's a reset button correct okay kindly um press the reset button five times within five seconds so it's like press release press release five times in five seconds so that again is five times within five seconds sir right um no so just wait is the light is flickering or blinking okay let's just wait [silence] Okay, on your phone or any wireless device. Okay.
22:00
Speaker 1
Uh, on my phone? I'm sorry. Uh, if I can see it on my phone, the set up? Uh, no. No, I mean, I downloaded the app yesterday, but, you know, this is not my house. I I don't I didn't even know what to do. I'd just downloaded it, but okay. Oh, okay. Okay. Let me see. Okay, you see, now it's opened up. Oh, you're talking about on the computer. Okay, I went to the computer. Now, now I can see the website that wasn't working before. Let me see. Let me try another one. [silence]
24:00
Speaker 2
Can you see there now your Linix setup or Velop setup when you try to view the network? Yes. Yes. You don't need to use the apps. The apps are okay. So since if the light is now blue, that means it's communicating to your uh to the modem. Okay?
24:00
Speaker 1
Okay, now it's opening up. Before, I, on the, on the desktop. It is. It's wired to the router. Let me, let me try, let me try on my phone. Let me see. Cause you know what? I don't think I have, I don't have, I don't have the, uh, password with me. I mean, I can call my dad for the password, but, let me see something. Let me try something. Oh, if I see it, let me see if I, if I see it. Uh-oh. I don't see, I don't see, I don't see it as a choice here on my phone.
25:00
Speaker 2
This computer you're using is a laptop, right? Is it wired or connected wirelessly to the router? [silence] When you look at the wi-fi networks. [silence] When you see it on your phone if you go into wi-fi [silence] You can, check the password underneath the router itself
25:00
Speaker 1
Um,let me see. I don't you know, my my my dad's Wi-Fi name. I don't see it here on my on my Oh. Oh. Oh, I see. I see what you mean. It's it's under the default name. Okay, so that is name is 194 194. Yeah, I see it here. I see it here. So let me do this. Let me hmm. But if I go into airplane mode, I I I on my my phone, I won't be able to talk to you, right? On this phone? What I would.
26:00
Speaker 2
what you can see there on the phone right now because right now it's still on the default name linkages or velop something yes
26:00