Speaker 1
It is another three, being another one, not been. There is one other, this kitchen, that is him in the room, he is little, here down. They are placed. Yes, please, I have has my leashes, of I'm Anthony and they said give me a red light, I mean, something something like is not working right now. Is not working my internet.
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 product, 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. This is May. How can I help you?
00:00
Speaker 1
I call it spectrum, you know, which is what I have here for my, uh, Internet for, uh, be tell me to call you guys about that, about their are, and I need to know how I can fix that. They give me a red light. Is it in it blue? Yeah. Yeah. Serial number is, yeah. Is it 29B11M2CA01784? I'm sorry. I'm sorry. Can you repeat it again? I, I was putting my glasses on. Yeah. I
01:00
Speaker 2
okay, Yeah, solid red means it doesn't have any internet connection. Can you have the serial number that's on the sticker underneath your router? Let me just check for uh-huh. Okay, what I have here is two nine Victory 1 1 Mike 2 Charlie Alpha 0 1 7 84. Is that right? Uh-huh, sure.
01:00
Speaker 1
Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Is it correct? Okay. Yeah, I forget when I buy your, I know, like, it's been here, like, you know. Okay.
02:00
Speaker 2
So it's 29 Victory 11 Mike, 2 Charlie Alpha 01784. Okay. And it shows Ultrasonic System, the device was purchased Year 2021, which means it's warranty already ended Year 2022 since this has one year warranty technical support. Uh is this one true, like you bought this one on that year? Year 2021? Um, I see. But no worries, I can still help you, but it's just that it's going to be via email. That's for free, that email contains instruction. If you have data on your phone, you can check it. If you don't want to proceed with that, we have paid connect option that will cost you $15 for one.
02:00
Speaker 1
Do you say $15 for a trouble shot you say? Okay. Okay. All right, let's do that.
03:00
Speaker 2
Time troubleshooting that will last for an hour. If you don't want that then you can proceed with the email. That's for free. Um yeah you just need to like have a data on your phone for the meantime, for you to follow the instructions given on the email. Yes. One-time payment only and also one-time technical support that will last for an hour. If ever um we're unable to resolve the issue uh if it if it reaches already [REDACTED_PAYMENT_DIGITS] minutes your case will be escalated to our level two technician. Okay, one second. Let me just create a record here first for you. Is this still your active email? It's Amy.Ordoñez.
03:00
Speaker 1
Yeah, that's my my Dora. Let's put my email on it. I'm sorry. C-H-E-M-A-O-R-D At ajvo.com. No, no, C-H-E-M-A-O-R-D, ajvo.com. at ajvo.com. Yes.
04:00
Speaker 2
[KEEP_UNCERTAIN] 626 at gmail.com. [Silence.] Okay. Go ahead. Hmm. Chamord at yahoo.com. C D E E m a And yahoo.com [Silence.] Okay just to spell it phonetically. It's C for Cat, H for Hotel, E for Echo, M for Mike, A for Alpha, Oscar Robert David [Silence.]@ yahoo.com. [Silence.] Okay how about your first name in last name?
04:00
Speaker 1
I'm sorry? Yeah. Jose Ordonez. O-O-R-D-O-N-E-Z. I'm sorry? My first name is Jose. J-O-S-E. [silence]
05:00
Speaker 2
[KEEP_UNCERTAIN] Your first name and your last name, okay, like on the email our Donna's that Uh ends with letter Z for Zolo, right? Okay. Mhm, h o s s a I N. Is that right? Your first name? Is it spell as Oh, yeah. Ah, okay. I'll just update this one real quick, thank you. One second. And just prepare your card with you, uh, I need some information of it which I need to pause the recording for the meantime to make sure that we don't a second [silence] the router is still powered on, right? [silence] Okay. [silence] there's no internet connection, but you already called Spectrum, right? And they confirm that the internet is working from their end. [silence] Okay. [silence] so [silence] got it. The router and the modem is not communicating anymore [silence] even though the modem is online, [silence] it's just that our link can't detect. So, yeah, I have everything here already prepared. And just to reiterate [silence] this is not.
05:00
Speaker 1
5730.828477
08:00
Speaker 2
Okay, the card number. Okay, got it. How about the expiration month and year? Okay. And the security code? All right. Thank you. And I will send the copy of the receipt using this email that you provided to me. One second. Okay. All right. It did went through. Let me now send you the copy of the receipt. All right, done. I will now gonna record this call again. Okay. So, yep, we can get started.
08:00
Speaker 1
Um, huh. Hmm. Okay. Yeah link is there. Yes. That doesn't work for us. No, it's just connecting to that one. You want me to connect to the link? Is there a setup? Okay. Okay. Okay, I am connecting. Yeah, I'm connecting to that one. No, they say that I have the little that is connected. My phone is connected to the link setup.
09:00
Speaker 2
um right now since your router is solid red uh probably it was reset uh kind you check your wi-fi list you can go to the settings of your phone go to wi-fi and check if there's linux a set up name broadcasting linux a set up or velo set up okay yeah connected to that wi-fi now uh-stop that wifi name and then yes connected to the wi-fi yeah the password's on the sticker under it okay are you connected? no internet is that the status? or no
09:00
Speaker 1
Yeah, okay, come on. Okay. It's five times. One, two, three, four, and five. All right, the red light is changing colors to orange, and it's blinking. Okay.
10:00
Speaker 2
okay. all right. That's good. now, at the back of your router, there's a red reset button. can you see it? okay. you need to press that one five times. so, uh five times within five seconds. press, release, press, release, press, release. yeah. okay. it will take three minutes. uh, we just need to wait. 30 minutes max.
10:00
Speaker 1
blind yeah orange can't be orange is you that the rage stay look for the age though like I first 21 to say right hmm they go but change your tea all right a term blue now stay there
11:00
Speaker 2
So far it's looking great, right? Mhm, and okay. Okay. Uh yeah, 2021. This is actually one of our legacy mesh products. It's still Wi-fi 6 though. Um it's it's that it's not really the latest router in the market. Good. Uh let's wait. Probably it will go back to solid
11:00
Speaker 1
Yeah food blue. Control I say I'm not on this one you you you say go to. Yeah. Join with the network. They turn me to a name. On my phone right on it. Yeah on my phone I still connected to the link it's set up.
12:00
Speaker 2
Red. So far, is it still blue? Solid? OK. Now, check your phone if it can search any websites. Just open a browser. Uh-uh. Uh, did it, uh, did it, yeah, using your phone.
12:00
Speaker 1
okay and let me see uh let me see that on my phone right i cannot find uh aimy's let me see let me try and go back to b's negative order number five
13:00
Speaker 2
Okay, now open Safari or Google any browser and try to visit any website. Amazon, YouTube, any website. [silence] Yes, using your phone, we need to test the device that is currently connected to Linksys Wi-Fi. [silence] We're making sure now that the internet is working.
13:00
Speaker 1
Well, I try to find, they say join with Wi-Fi network and ask for a name. Yeah. Is a name and they have password on the bottom for it. They have security numbers right here. Which is WPA. No, no, this is not phone. Yeah, it's solid blue. Yeah, it's solid blue. Let me check the TV and like. and see if I can get. Yeah. That's a controller, right? ahí. Okay. Okay, hang on one second.
14:00
Speaker 2
Name or password. Is this a brand new phone? Okay. a Can you check their router again, if it's still solid blue, in front? Indeed it's ser. Indeed okay. Much better, yeah. Mm-hmm.
14:00
Speaker 1
We saw something did not work right. Please try starting the app. L G T C trying to find uh amy's connection before you know for like this is you take her email out because they are they are reconnected to to the links is set up the big one be you want me to do that for the links the links is right okay
15:00
Speaker 2
[silence], okay, yes, connect the TV to that Wi-Fi name [silence], because your router just got set up, therefore the TV needs to be hooked up again [silence], to the Wi-Fi. [silence], yes, correct, that Wi-Fi name.
16:00
Speaker 1
Yeah, I can see Lynx's for this is giving me an option to put a password. Okay. Now, they asked me for a password. What's the password now? Let's see. They say password and this is what my other pass is.
17:00
Speaker 2
Oh, does it show it's connected? Right now. That's the one on the sticker underneath the router. That's your Wi-Fi password.
17:00
Speaker 1
[silence] Okay. [silence] Password. [silence] Is this the controller? [silence] All right. [silence] Hmm. [silence] Let's see. [silence] Okay. Sounds like it's connected to that. That means the past work and everything we have before is not working anymore, right? Yeah, because we supposed to have
18:00
Speaker 2
It's up to you. If you want to change the Wi-Fi name, we can, we can do it. Do you want to update the Wi-Fi name and password? [silence]
19:00
Speaker 1
One, ah, setup. That's still in there, or, uh, Okay. And let me leave it that way, and I'm gonna ask my daughter, if she, if she wants to change it, because they always mess with this stuff. But it's connected, the thing is connected, but very, very slow, though, why is that? Yeah, that's why I turned it, Yeah, and, uh, it is very, very slow. Mm-hmm.
20:00
Speaker 2
not anymore. Currently, your Wi-Fi is Links vezes set up and the password is the one on the sticker underneath. Not unless if you want to change it, I can walk you through and to change the Wi-Fi name and password. Do you want to change it? It's still attempting to connect the TV, right? to the Linkset up Wi-Fi name. It's still trying to connect that's why. Uh, did you already reboot the TV? TV.
20:00
Speaker 1
Right. I'm going to disconnect for a couple of seconds. Okay, put her back in. I'll reconnect her in a little while. It's going to be the same thing. Yeah.
22:00
Speaker 2
It's still flew, okay. Um, is it like when you tried to, were you able to input the password first before it pinned or it already load without you ask without...
23:00
Speaker 1
Yeah, the other issue I have is, like, uh, you know, for those 4k, uh, channels, I have one of them, like, it's very, very dark, and I'm like, and they say call you guys for that, because this is they're out, they're out, you know, like, it has to be, you, you know, reboot or update, something like that. You're gonna see, like, right now, we do all that and see if, if that channel is, is working free now, for like. There is no long-standing. Yes, yes. That is growing. That is, they think. Let me see that. Let me. Uh-huh.
24:00
Speaker 2
So the TV is already connected to the Linksys WiFi name? OK, that's good then. Actually, your router earlier was reset, so it deleted the old settings that was saved to it. And it will also help to like make the
24:00
Speaker 1
Yeah, the channel, the channel is really dark. I mean like that's, you know, like the image is not good at all. and and and and I call a I call a spectrum and they say that that's, you know, like it's the only, you know, I had to call. Yeah. Yeah. Yeah. Yeah. Yeah. [silence] That's one of the auctioneers of Marcus. Yeah.
25:00
Speaker 2
The router works like brand new if you reset it and the five second reset that you did after is actually the easiest way to set up the router back, so it has a blue light now. So the speed should be fine, but you can check it. You can check it again. [silence] Oh, it's pixelated? [silence] Hmm. Probably they're thinking that this TV is too far from the main router, so that's one of the reasons. Right now, is it still the same thing? [silence] It's still... Hmm. Okay. because it's already, can you check again the Wi-Fi settings? Just to make sure it's connected to your main router Wi-Fi. [silence]
25:00
Speaker 1
Uh, where's the highpoint resolutions. I handle the new collections. The truth is, I feel anxious to get out, live, be in the world, be open to the embrace. Mm-mm-mm. so let's keep going with with the channels right here and i'll do that one later uh the tv is already connected to
27:00
Speaker 2
I'm able to connect it.
28:00
Speaker 1
the only thing is like like I say that channel show me like they look really dark got me like uh uh uh but do you think do you think that the arrow needs to be updated or or still I I I know I I
29:00
Speaker 2
for the channels I think that has something to do with the satellite I mean the other connection of the TV if you want to uh you can try to open YouTube or Netflix and watch a video a little if it runs well that only means the Wi-Fi connection is okay uh the for the channels it has something to do with uh other connection aside from the Wi-Fi actually if that's already about channels for that one uh who's your is it a package from spectrum the TV that you have I mean the TV's connection the cable
29:00
Speaker 1
I think I think I bought that separate you know I mean like uh I forget where I bought that one but I think it's like a like a Best Buy or something you know like where I bought the router. Okay. Okay all right that's fine. Yeah just that like I say I mean like I don't know what's going on with those uh the signal here I mean like it's not it's not clear.
30:00
Speaker 2
Okay, got it. Yeah, if it's about watching Netflix and it's like running slow, I can help you with that one. But for the channels, I'm not really sure how to make that one clear for you. 'cause that is already a different connection. All right, you don't have any other concerns? I see. Yeah. Moving forward, no need to press any button center router. It's acting like
30:00
Speaker 1
OK. OK thank you. Thanks. Do you have the internet?
31:00
Speaker 2
Now, like a brand new one, since it was reset before right now it's already configured Okay? A-Okay. Thank you again, and by for now. You're welcome Uh. Bye
31:00