Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Erika from Linksys's customer assurance department. May I speak to Shirley? Shirley? Shirley? Hi. Sorry, are you there? of our customers. Yeah. [silence] Can you repeat that, Shirley? Be sure to [silence] there? more [silence] resources you can use to maybe refer to later on. Okay? Thank you. You're I cannot hear you [silence] Thank you [silence] oh I did I did not hear [silence] It's okay. Are you there Shirley? Shirley? [silence] Shirley? [silence] Shirley? Yeah. Okay. Yes. Yes, I agree with you. [silence] Okay.
00:00
Speaker 2
Hi. How are you? You are speaking with. Uh, yeah, I'm not even at. I'm at. Yeah, I'm not even on yet. I'm on my way home. Uh, God, I'm sorry. I really hate to put you off like this. Uh, I don't know what more I can do. I'll be home in about 20 minutes. And if you could get to me today, that's fine. If you can get to me today, I'll continue playing and trying to figure it out. You know, I know that you guys close in an hour and a half and uh I understand that. I just was at the hospital had some major major stuff done. So so won't automatically go into that orange. I have to reset it several times before it'll go into the orange because I want to reset the whole thing. And my issue is that this particular extender, I've had that since July of last year. And this is the first time I'm having issues with it. Um and it's been in the same spot the whole time. And when I went away on last Saturday, um for for the night, I came back and I mean there's nobody there to play with it, um but me. Um and uh I had nothing. I had absolutely nothing. So, you know, I've been right by the modem to try and hook it up. I tried the WPS. You know, that wouldn't work. Um, so I went back to try. I went back to trying to uh to do it.
00:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. Thank you. Uh-huh. Oh. Uh-huh. Uh-huh. Thank you. Uh-huh.
03:00
Speaker 2
through through the through the website um and you know do it manually and still nothing um and basically all i get all i'm getting now is flashing flashing flashing and yet um the the night before i called you um i spoke to my uh internet provider and we've been running speed tests on it i've got lots of power i've got lots of lots and lots and lots of you know there's nothing there and i spent two and a half hours with them um so then i decided to uh i contacted my phone provider because what what's happening now um that never has happened before is if i have the tv if i can think if i can get the tv going i can't get on my phone and it kicks me out i have no internet connection on my phone um and if i if i try and run the both
03:00
Speaker 1
Mm. Mm. Mm. Uh-huh. Mm. Mm. Mm. Uh-huh. Mm. Okay. Okay. I appreciate it. Mm-hm. Okay. Appreciate it. Mm-hm. Okay. [silence] If there is silence or no speech, output only: [silence] Thanks for watching! Appreciate the information. I'll just set your expectations. I'll just say, sorry, I know, uh, I appreciate your information, but I'll set your your expectations about the probable causes first, okay? Because I, I actually troubleshoot a lot of the range extender, okay? Uh, but your range extenders actually a newer one, it's a Wi-Fi 6, okay? Which is much better. So usually, the probable causes of Yeah. Okay. And it's still, uh, in warranty because. Uh, you have a one-year warranty for that, okay? Just in case, uh, your device is proven defective, since we're the level two, we have the authority to have to deem your device defective, provided, we have the proper documentation because especially our calls are recorded, okay? Just to set your expectations for quality assurance purposes. So, the probable causes usually is it could either be a software issue on the device, or it could be a hardware issue on our device, or it could be a combination.
04:00
Speaker 2
O.K. O.K. So, send me, pardon me? So, send, Uh-Huh. O.K.? Yes, yeah, I only bought it last July. Exactly. Yeah, absolutely. Right? [silence] That's true.
05:00
Speaker 1
Okay. But since you mentioned that it, that it worked fine before, so it's a proof that your source, which is your wireless router or modem from your inner service provider, is working fine and your device that time was working fine. Okay. But since it stopped working, then thank you for. Mm-hmm. Mm-hmm. Mm. Actually, thank you for bringing that one up, Shirley, because as, as what I mentioned, you it might be a software or hardware issue.
06:00
Speaker 2
Exactly. Yeah. Yeah. Is there any way a storm? Is there any way a storm could knock that out? I mean, we on on Saturday night, I left Saturday afternoon, and it was working absolutely perfect before I left. And when I came back, it wasn't, and I came back Sunday evening. But during the course of the night, the Saturday night, there was a major, major, major electrical storm. And our power went out. And I'm wondering if there's anything, anything, anything to do with it, possibly to do with that.
06:00
Speaker 1
part of that one is the outage but not necessarily a main cause but if it's only too much okay because I even experienced that the device really fried okay because of the two the high pitch okay but don't worry if your device is still on so it's a good sign because if it's really like uh damaged usually it will not turn on anymore okay because uh the power system is really fried and you're right yeah yeah yeah actually yeah you're correct we can consider that as well and if you have other device that start still working fine within your system then that's a good sign meaning you have um okay don't worry so I'll I'll take note of that one but with our case the one that we need to make sure first is usually uh the range extender is already located in the proper position.
07:00
Speaker 2
Mm-hmm. Mm-hmm. Yeah. Yeah. Yeah. Yeah, well, it be blanked. I'm just curious, you know, I mean, I've had to happen to a uh, I had to happen to a TV when the transformer went out once. It blew my TV, but, yeah, everything, I mean, I mean downstairs is working, upstairs is working, everything's working except for mine.
07:00
Speaker 1
like you put it there for the purpose of extending the signal to your other devices?
08:00
Speaker 2
it's in the same position it's been in it's in the same position it's been in since July of last year the same plug everything and the TV's right there yeah everything everything is in every there's been absolutely no changes the only changes I made was when I um was trying to reset it and you know getting it back to the modem and everything else get me back up um I took it right beside it it was right beside it I mean one plug was here the other plug was right there and I wasn't even three feet away from each other so you know I I mean I was close enough to get there and uh and like I said it's been running at you know in this particular spot for since July of 2025 so you know okay send me yeah so send me send me some
08:00
Speaker 1
Okay. I appreciate that. Okay. Okay. Okay. Wow. That's that's nice. That's nice. Okay. But but yeah, before we end, okay, is it okay with you just to confirm? So, your your source is the ones provided by your internet service provider, like you have a combo device, like a modem plus router in one. [silence] fiber optic. Mm-hmm. Gateway It's a gateway. It's a gateway like a combo, like a modem, plus router, plus wireless capability in one. Okay. Then, uh usually, okay then that's great because usually it's a it's an all-in-one device. And you you're able to verify that you you're able to still see the ssid of your combo modem router and you can go online. Am I correct with that one? Okay then that's good. Then that's good meaning your source is working. Then that's great, okay? So since your source since your source is working then that's a uh uh we have a higher percentage in making your system working, okay? So what I can do with with the email is I'll provide you the possibility of the or the workaround then if I can
09:00
Speaker 2
And it's through dialogue. And it's, you know, they've come right up and it's, it's uh, it's not a router, basically. I, I would consider it a modem. Um, it... Pardon me? Yeah. Yeah. Yeah. Absolutely. Yeah. Right. Right. If I go inside, yeah. I have, I have no trouble. Oh, absolutely. Perfect.
10:00
Speaker 1
And find a software, then I can add the software. and how to update the software if we check that the software is not the latest one, okay?
11:00
Speaker 2
I have it. I have not checked that's one thing I did not check. Um, software. Um, but, you know, let me know and and I will definitely go ahead and do all that stuff. You know, anything that you can provide me with. Um, you know, and take your mind off it and then you can go and have a good weekend. Luna. Yeah. Okay. Yeah. If there's anything, if I if I get it going and everything else, uh from anything that you send me, I will most definitely let you know that we've got it working and you don't have to worry.
11:00