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 service options, press two. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com [silence]
00:00
Speaker 1
hey. Hello. I'm calling because we don't have internet. And I don't know what the problem is. And uh we've been you know, we have spectrum for our um you know what do you call it delivery uh company. And uh they recommend, well, my daughter Jane, who's not in the house right now. Um uh she tried different things, you know, unplugging the router and the modem and plugging them back in. And there were wires she said connecting the
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash lyncsis. Hi, thank you for calling Linksys. My name is Van.
01:00
Speaker 1
modem to a what you called an Apple box, you know, this is sort of unusual box with an Apple logo on the on the back side. Um, I don't know what it does, but they they both went there before going, you know, wires went to that and then to the other thing if it was the mother motor or the router. Um, and so they tried, um, my daughter with spectrum's help, I think, um, um, tried disconnecting that so it would bypass the Apple box and, you know, whatever that did, it's still, you know, um, not, uh, not working. And, um, so anyway, I I guess I'm here for whatever um amount of, you know, little bit of phone help you can uh give. Where do I go to begin? Pardon me. [silence] Well, clearly, once you don't know what this Apple box is, yes, it's best to disconnect it. But when you didn't get any response, any improvements, you're right, it may be that that thing was just sort of useless or whatever was wrong before, so don't really have any solution. Then you just go a step further, see if we can get bandwidth somehow in there in the beginning. You know, connect the modem directly to the power outlet and to the computer just to see if we have some way of getting bandwidth out of this thing. offer me an, an, available time or whatever. The first thing is, you said to look for the serial number, make sure you have that. Well, I don't quite know what that is and where to find it, except I'm looking right now at the back of the thing, having finally kind of tweaked it so I can actually turn it upside down. And look at the back. Is it a kind of a long number? Can you tell me how long it is? Excuse me? Yes, yes. It's a rectangular sort of a box with a kind of interesting funny shape, you know, the outer three sides, you know, the sides in the front sort of curve upward and out as they go up, you know. So, [silence] uh, kind of a strange funny shape, you know. This is basically I'm showing you. [silence]
02:00
Speaker 2
to clarify tell me we have a linksys router or linksys device
03:00
Speaker 1
kind of a bit different. And, and it has, um, either two lights or four showing. I think it's normally two. Um, anyway, at the moment they're they're on, but flashing. Sometimes they're on, but steady, which I think might be a better sign. I don't know though. So anyway, there is a number on the back of that if that would help you to know. I don't know if it's a model number, there's a number and it's long. It's like, uh, more than 10 digits. It's a, you know, is that okay? Can I you, should I read it to you? Okay. It is 1 0 E, capital E, 1 0 J, capital J, 0 7 4 1 7 8. It is a lot of numbers.
04:00
Speaker 2
[silence] But is there a murder number? Go ahead.
04:00
Speaker 1
per one eight eight four. Yes, that's right. Above that there's. Wow. Oh, I just, I will check just a sec. I going to need magnifying glasses or a magnifying glass or my good glasses. So hold on just a sec while I get something like that. If you don't mind. .
05:00
Speaker 2
One-zero-"E" like Edward-"O" like Jacob- Zero-Seven-Four-One-Oh-Eight-Eight-Four. There is nothing on that link. that says what's the model. Can you double check if there is something that says model?
05:00
Speaker 1
Okay, at least I do have a model number. Yeah, ready for it. Hello? Yeah, okay, good. It's uh, S E 1500. So S as in Simon, E as in Edward, 1500. Okay. Uh-huh. [silence] [silence] I see. Yeah, I see. So I got to get the internet thing connection done first. Yeah, I'm only calling you because um, my daughter, she really wanted to get on the case quickly and so do I. And she called Spectrum talked with them a little while and they they gave this number for Linksys and said, well, why don't you try them um first and you know, uh. So anyway, that's why I'm calling and uh, yeah, I it's it's so weird. I mean, without the internet, you can't do anything these days. So is there anything else I should do? Um,
07:00
Speaker 2
into it. It should automatically detect or connect on its own. So, if you don't have any internet connection, this switch will also be affected to it.
08:00
Speaker 1
I see. plug in device what to the Linksys or something is this something uh-huh I see yeah. okay. so we have to get the internet fixed somewhere else and then the Linksys should be all.
09:00
Speaker 2
You don't need to do anything on the switch at all. As the word itself, it's an unmanaged switch. Nothing that needs to be managed, nothing that needs to be set up or anything. It's just a simple plug in the device and it will detect if there's internet or not. Yes, like for example, uh, for example, you have a laptop, right? And you tried connecting it to the switch, but the laptop cannot go online. It's because the switch doesn't detect any internet from Spectrum. If Spectrum's internet goes back up, the switch will also detect it and the laptop that's connected to the switch should automatically go online as well.
09:00
Speaker 1
All happy, right? Yeah. Huh. Do you know, here's a question I have I don't know if you can answer it, but I was told once to, well, try disconnecting both the router and the modem and link this is the router, right? Yeah. Uh, well, it's my daughter's been calling it the router. I mean, it doesn't say router on it, but it's it says link this and it's a, you know, has line going directly from the modem and so on. Um anyway, so we were told that um, you know, unplug them both.
10:00
Speaker 2
Yes. If you have a lynksys router, then yes. But if it's a different model of router, we cannot assist.
10:00
Speaker 1
modem and the router and then there was a particular order where I was supposed to plug them back in. And this works before but I I forget now which the order was. Was it the modem first or the router first? And did you know anything about that? Ah! That's something else I can try now, which I didn't try last night. And I could try it now. So I I seem to I I'm I'm very thankful for you hanging on the phone and helping me. Um, yeah, is that um,
11:00
Speaker 2
It's the modem first. Always, the modem needs to be turned on first. [silence]
11:00
Speaker 1
I guess I'm all done. I'll just go ahead and try that. Yeah. Yes, yes, right. Yeah, thanks for explaining that. Yeah, that's very helpful. Yeah. Okay. Yeah, thank you. Thanks. Say bye.
12:00
Speaker 2
yes there's no other troubleshooting that we can perform for the switch since there's no need to troubleshoot this in the first place because it's unmanaged all right so once again thank you so much for calling Linksys take care and have a great day
12:00