Speaker 2
[silence] Hi, thank you for calling Links. Techical Support. My name is Ellie. How can I help you today? Uh huh.
00:00
Speaker 1
You know, I have waited to turn it, you know, back on and the light will come on, it blinks and then it goes and then it goes to just a solid light and then it's gone within a matter of 10 seconds. So, is this something that you can help me with since this is a Linkston? [silence] Well, I have. When I When I unplug it off, when I am, when I unplug it, you know, to where it's connected to,
01:00
Speaker 2
uh, well, we can actually, I can absolutely help you out regarding with that one for as long as it is a Linksys router and for as long as it is still under support then, yes. Before we proceed on some other troubleshooting just to make sure because you mentioned earlier that the light will blink and then after a few seconds, the light will turn off itself. I'm sorry.
01:00
Speaker 1
[silence] internet. I unplug it. And then when I plug it back in, the light blinks on the power and then it will go to a solid and I'm thinking it's okay, and then within 10 seconds the light's gone. And I'm not on and I'm not connected to the internet anymore. Yes. Yeah. There's no light at all. All right. Um let's see what this says here. Um the serial number, you're going to have to bear with me, I'm not, okay. It is 1 9 8 1 0 6 0 4
02:00
Speaker 2
OK, when you mentioned that it's gone when it's gone, ma'am, like it's really not showing up anymore, like the LED light like turned off. OK. Can you give me its model number and its serial number, please? Okay. Ah, ah, nearly three four, seven zero zero two oh two, two two six, okay, okay, perfect, thank you so much. And now, by the way, like, is this your first time encountering this problem? Okay.
02:00
Speaker 1
It's Chernia Evril and the last name is Avery. A is in Victor. E.R.Y. It's CAvery Avery Avery 3 0 at Charter.net.
05:00
Speaker 2
Okay, thank you so much. Cheryl. Just give me one moment. And can I also please have your active email address? Okay. Thank you so much.
05:00
Speaker 1
Basically, I mean I've, I've turned my computer completely off. I've unplugged my computer. Um, I've, I've unplugged the, um, the, I guess that's the modem.
06:00
Speaker 2
Okay. Okay. I just actually finished creating a record here. So, apart from turning it off and on, Miss Cheryl, what are the other things that you have done so far on the Linksys Router? [silence]
06:00
Speaker 1
That uh it belongs to spectrum. Uh I've unplugged the Linkson. Um I've given time, plugged everything back in and um looked like it was gonna be okay and then no. [silence] I have my main page on my computer. [silence] It came up but and when I that there's a little icon down at the bottom that says no internet access connection available.
07:00
Speaker 2
uh huh yeah okay I see let me just go ahead and check uh this uh type of a router that you have just give me one moment mhm okay I see and also just to confirm when you are facing the router like none or none of the uh LED light right now is showing up
07:00
Speaker 1
No, they are not. Now I can see a blinking on a 2.4 gigaherzt and I can, now, these are not lit up. So please don't misunderstand me. Uh I can barely see them. There is a, a straight line where the power button is. There's a straight line when it says internet and then there is a blinking, almost looks like three, one, one full, one little and one littler line for 2.4 gigaherzt and nothing else is lit. Oh, now, wait a minute. Now that's still blinking. That part is still, that one is still blinking. But they're very light. They're, they're hard to even see. So,
08:00
Speaker 2
Oh, Oh, are lit up. Uh huh. That's okay. Yes. Uh huh. Okay. So, oh, okay. I see. So, like some LED lights of your WRT 3200 are lit up. And the device or the,
08:00
Speaker 1
That's right. It says no internet access. Connection, um, connection of no internet. Yeah. Hello. No. Yeah. No access available. And when I, when I, I'm sorry. When I, when I try to connect, um, because I'm trying to connect to work to find out my schedule. So I'm on that page. It brought my page up and I'm trying to connect to ADP. And it's going to tell me, looks like there's a problem with your internet connection. Um, try connecting to a different device, which I did.
09:00
Speaker 2
Okay. Uh huh. Like no Internet connection. Oh, okay. So, uh, Miss. I'm sorry. Yes, please. Continue. You're okay. Continue. Uh huh. Uh huh. Uh huh. I'm sorry. Okay, so, uh, uh,
09:00
Speaker 1
Did it say error code NS-error-offline? Are you still with me? Yes, sir. And it says, to, you know, check your modem or router, disconnect and reconnect to Wi-Fi, and I've done that three or four times.
10:00
Speaker 2
Ah, yes ma'am. I'm so with you. Um, I'm actually uh looking at the error message that you mentioned earlier. The ns underscore err underscore offline. So Miss Cheryl, I did check the router that you have, so as per checking here, Miss Cheryl, the router, your WRT 3200 ACM is already, I mean, one of our legacy routers. So this router is no longer receiving any updates from us, especially with its firmware because the firmware update is really like, you know, important with the routers. And then the other thing that you also need to know about your router is that the technical support of this router actually ended already since January 28th of 2023. So, we can no longer provide support for this type of a router. you might yeah, so you might actually want to consider like, you know, getting a new router that is actually much more up to date because you also mentioned earlier, Ms. Sharyl, that you have a Windows 11 computer. So, yes, so that computer is really up to date and if you are going to connect that one, let's say the links that you have will work, but if you're going to use that computer with that router, you might actually going to encounter some connection issue due to this router is no longer receiving any updates or some any other important updates that our router should be receiving. So, you might really want to consider, you know, getting a new one. And
10:00
Speaker 1
So, let me ask you this. Can, are you familiar with Best Buy? Okay, is is it can I buy a Linkin router there? I can't do that. Yeah. Okay. And I would just mean if I buy it, the cord that's connected to this, you know, the the one that connects to my internet, all I do is if I buy the new one, I just connect the new one exactly the same way.
13:00
Speaker 2
You really need to let go of this router. Yeah. Yeah. Yeah. Uh yes absolutely. You can buy the Linksys router on Best Buy Amazon and eBay on those three uh platform. Mhm. Uh yeah. And then um how about with this one? When you receive the new router that you are going to purchase. [silence] Call us right away. So that uh we can walk you through all out the process so that we can help you set up that new router and maybe if you want to customize the wi-fi name we can also absolutely help you out in regards with that one as well. I I mean I mean like you know um if you already got the new router because uh this new router actually needs to be set up Yeah. So uh call us. I'm sorry. Oh well, you can actually. But some of the newer router uh right now they actually need to be set up first before you could use a movement before you can use them.
13:00
Speaker 1
So it's better to just call you and and hopefully you can walk an 80 year old woman with very little knowledge how to set this up. [silence] Okay. Okay. All right. All right. Um, I'll see if, um, I can get somebody to um, probably you would think I would get a better
15:00
Speaker 2
There are some settings that the router should recognize first before it could go online. I know it's really okay, Ms. Sherlock. There would be no problem at all. We can absolutely help you out cuz since it is a new router, it could be considered as in warranty, and the support of that new router will gonna be like, you know, if it's not end of support router, then we could absolutely help you without any problem. Just give us a call on the same phone number, and then we'll walk you through.
15:00
Speaker 1
their price on Amazon, I don't even know what these cost.
16:00
Speaker 2
I can actually give you some, uh, let me just go ahead and check, okay? As sometime actually, ah, there are still some routers that is, yes, it is available on Amazon. However, some routers are also already um, end of support or we no longer provide support on some routers that is available on um, Amazon, but let me just, go ahead and double check it first, okay? Give me one moment. Very much, welcome.
16:00
Speaker 1
Yes. This is it. You I have a tablet that I use occasionally and that's it. And well my my my my my printer is I just. It came with the computer. And it's called. I'm sorry. You said it's called an R. OK. 7500 OK. [silence]
17:00
Speaker 2
Mm-hmm. okay. I see. okay. so I'm actually, uh, let me, so we have MR7500 that is available on Amazon. so, and it's also, I'm sorry. MR, like Mary Romeo. 7,500. and the price of this one is a hundred
18:00
Speaker 1
MX 2000 yeah and that's on Amazon as well right okay It's as simple as possible. 1990. Okay. But you're thinking that AMRA is the better of the two? Oh, it's the 2000, okay. [silence]
19:00
Speaker 2
With three devices and sometimes it comes with two devices, but this one, let me just double check it. So, the other one is $99.93, that is the MX2000. Well, it is actually much better to get the MX2000 than the Yes, the MX2000. So how about with this one, so that? So I'll be sending you directly this link on where did Well, where is it? on [silence] Well [silence]
20:00
Speaker 1
Okay. Well, unfortunately I can't get into my email. So. I have a cell phone. No, this, I'm, that's a, that's a landline that I'm talking to you on as a landline. That should tell you how tech savvy I am. I have a cell phone, yes. I don't know, what is that?
21:00
Speaker 2
So where you can or you can just easily click the link and then you will be routed directly to the page where you can just press add to cart or buy directly the product. So, uh, I'm Oh, okay. Ah, yeah, but do you have any active mobile data right now? Yeah, uh, do you, uh, that phone that you are currently using, does it have a, an active mobile data? Uh huh, but uh, do you have other phone, a mobile phone? Okay. And that cell phone, does it have an active mobile data? Yeah, that's actually [silence]
21:00
Speaker 1
O.T.S. settings, OK, hang on. Trying to open up the battery door. something's in the way. Oh, oh here. Here it pops off. And here's the battery. It's really small. Probably hard to remove for, for people who have arthritis, let's see. Wonder if that was it.
22:00
Speaker 2
[silence] cellular data that you can actually purchase if you actually have a subscription, but how about I walk you through so that we can double check it? What phone? Oh yeah. OK, please, I'm sorry. I know it's not, it's not necessary. I just, I'm just going to go ahead and walk you through instead. So Mr. Sherald, what phone or what mobile phone is that one? Is it an iPhone or an Android? OK, Samsung. OK. please go to the settings. Oh, yes.
22:00
Speaker 1
Okay, where are my settings at? [silence] Yeah, I know. Um, come on, where are you? I have Alexa Amazon. Come on, where are my settings at? Oh, there we go, settings. Okay. Okay, I'm on settings. I've got data, Wi-Fi, vibe off, touch, on data. All right, I'm in data. Yes. Well, I've got two. I've got mobile data and I've got mobile data only apps. And it's on. I've got 100 GB.
23:00
Speaker 2
yeah uh so can you tap on data yeah and then okay can you see mobile data okay there should be an option for you I'm sorry okay uh let's focus on the first one that you mentioned the mobile data only it's on okay can you see a 5-g or 4-g icon on the top left or right corner of your Samsung phone [silence] yeah uh so can you tap on data yeah and then okay can you see mobile data okay there should be an option for you I'm sorry okay uh let's focus on the first one that you mentioned the mobile data only it's on okay can you see a 5-g or 4-g icon on the top left or right corner of your Samsung phone
24:00
Speaker 1
Do I... click on mobile data? [silence] It says... Okay, it say turn off mobile data, you won't be able to use any apps that require an internet connection unless you use Wi-Fi. [silence] I can't. [silence] Yeah, it's... Yeah. I'm not... I'm not connected to email. I've never... [silence]
25:00
Speaker 2
Okay, Uh, but can you see the, the letter 4G, or 5G, or might be LTE, on the upper left or right corner of your phone? Ah, yeah. you need to click on mobile data, and then there should be an option for you to toggle it on, but since you mention, I'm sorry. Ah, yes. So, it's already on, right? It then you'll mention it. It's on. Okay. So, uh, can I try, uh, does your email already on this Samsung phone? Oh, you're not connected to.
25:00
Speaker 1
I did not see that, doesn't mean it's not set up, but it, it, it's not showing here on your email. It is.
26:00
Speaker 2
okay no okay it's okay because I just really wanna make sure that you do have an active mobile data so that maybe you can log in your email to the Samsung on I mean to your Samsung phone so that you can receive the email that I'll be sending you and then you can just easily tap on the uh link and then so that you will be routed directly on the same page on where I am actually looking at right now uh or uh how about with this one do you see the 4g or 5g from the upper left corner uh where you can see the during
26:00
Speaker 1
Okay. Data. Yeah, it keeps telling me to turn off the mobile data. It won't let me, it won't let me turn it off. It will not let me move the button back over to where it's not lit. And the mobile data, only apps, no apps selected. That one it will let me do that one but it won't let me do just the mobile data. The data usage, Wi-Fi usage,
27:00
Speaker 2
if you can see the 4g 5g or might be the LTE sign on the upper left or right corner of your you don't need to turn it off oh yeah oh yeah it's okay. so uh uh no just the mobile data cause uh that's the only thing that we could confirm that you do have an active mobile data. [silence] the 4G, the 5G, or the LTE sign. So [silence] might be [silence] this [silence] Samsung phone [silence] doesn't really have [silence] any mobile data. [silence] So the [silence] other thing that I can [silence] suggest is, [silence] um [silence] if you can connect [silence] for the meantime to [silence] maybe from a friend, [silence] so that you can surf on Amazon [silence] or eBay or might be Best Buy [silence] so that you can get another Linksys router or [silence] you know, any router [silence] that could definitely [silence] like, you know, [silence] uh [silence] that will work with your needs, [silence] then, yes. [silence] You can buy that router and then call [silence] us if you have [silence] a Linksys router [silence] and if you have a TPLink or some other devices, [silence] you can also call their technical support [silence] so that [silence]
27:00
Speaker 1
Okay. All right. Well, I've got a connection. Let's see if I can get it over there. This thing is just software updates, general management. Remote support. About your phone. No. I just, this is why I don't keep this phone on because I don't understand it and I don't, I just, it's the, it's the worst in the world. All right. I'll just have to try and get somebody to [silence]
29:00
Speaker 1
You know, it's either that or go to Best Buy. All right, well, thank you very much, and I will, um, I will definitely, and you're you're saying the MX2000 is the one to get. Okay, all right. Um, I'm going to try. I've got a, I don't know whether it'll bring Alexa up or not. Uh, sign in already a, enter a mobile number. I don't think it's going to let me do anything, but I will let you go and, um, I will call you back as soon as I get the new router. [silence]
30:00
Speaker 2
oh, yeah, you can absolutely go directly to Best Buy shop, so that you can get a new Linksys router from there or maybe any other routers that could definitely fit your needs, okay? Okay. okay. [yep].
30:00
Speaker 1
All right. Thank you so much for your help. Okay, you've got a number for me? Okay. All right. All right, thank you very much. I appreciate it. You too. Bye bye.
31:00
Speaker 2
Thank you. done for now. Bye.
31:00