Speaker 1
Welcome to. Yes, my modem is not working. Like, it's working. It's online, but I can't the I can't find the network on any of my devices. I've already called the internet provider, and they confirmed it's online. But for some reason, I just can't find it.
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, please have your devices 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. Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you?
00:00
Speaker 1
[silence] That's correct. Uh that's correct and it just started uh like yesterday. It just started doing that yesterday. I've had problems before. I don't believe so. Yes. Okay. Uh the model number is EA8500 And the serial number is 16T10C61703465.
01:00
Speaker 2
Oh, okay. So the network name of your Linksys routers are not showing up to any of your devices. Um, okay. Have you called Linksys before, ma'am? Um, okay. Thank you so much for that info. Uh, can I have the model number and the serial number of your Linksys router? Uh-huh. Okay, uh, let me just read it back to you. That's one.
01:00
Speaker 2
Six B, like Paul, 1O-C- Charlie six 170 3-4 65 [silence] Oh, okay. I'm sorry, I have, I have it. Thank you so much. And who's your internet service provider, ma'am? So when you called them and when they told you that everything was actually working from their end, um like did they do something or did they run some troubleshoot things?
02:00
Speaker 1
The modem and the router and then they send a signal to the modem and or the router. Um and so they did things like that and none of none of that worked. Uh yes so the label itself like on top of it the the name is solid white. Um and then I have blinking orange lights and then solid green lights on the back.
03:00
Speaker 1
RNESS LINDsey Harness h-a-R-N-E-S S-a-M yes L and then my last name all lowercase h-a-R-N-E-S-S 0 3 9 at gmail.com
04:00
Speaker 2
I'm, so sorry. I did not get your, um, lentsey. ok, and can you also please have your active email address, miss, Lindsey, at gmail.com. ok. Thank you so much, miss, Lindsey. Let me just go ahead and create the record real quick. Um, by the way, did you, um, you haven't gone resetting the router yet, right?
04:00
Speaker 1
Yeah, and then we unplugged it. Spectrum reset something. I don't know if it was the router or the modem. I'm sorry. Did they what? No, they did it over over the phone.
05:00
Speaker 2
uh, just easily turn it off and on, something like that. okay. hmm. uh, did they visit you physically and do the troubleshooting? I mean, did they go to your house and or did they perform it over the phone? Over the phone. over the phone. okay. uh, by the way, Miss Lindsay, I did check the router that you have. So your EA8500 is already out of warranty. And aside from that, uh, we also noticed that there is a firmware present for the router that needs to be updated. However, you need to do it manually because it's not
05:00
Speaker 1
Okay. Okay, Uh, oh, that. Okay. Okay. Okay, okay. So, all right, so if I'm understanding correctly, you're not going to be able to help me.
06:00
Speaker 2
We no longer provide support for this type of router and I do recommend that you get a new one *Ms. Lindsay* because this router is no longer receiving any updates, especially with its firmware and uh yeah but if you want, you can actually try instead visiting the website of Linksys, if you have an active mobile data, uh go to the website of Linksys, there is an AI tool agent that could provide some troubleshooting instruction so that website is support.linksys.com.
06:00
Speaker 1
Okay, how would I know, how would I know that? Because if I purchase the router from you all, how do I know when, um, it's no longer being supported so that I'm not left without the internet all of a sudden.
07:00
Speaker 2
Aug 24, 2024. Uh, let me just go ahead and see if uh, if you have the visibility for that one. Uh, just give me one moment. Okay, uh, 11. We, I did, uh, check it here. So when you are already on the website, like the support, dot linksys, dot com, so there will be a search bar that will show up on your screen and then just type in the linksys end of life policy. And then you will see there, uh, all of the router, I mean, there is another search bar. And, and if you're going to type in your End of Life policy, then you can see there a list of router with DHCP. So, and then you want to verify if that End of Life Connect, linksys router specific device, then you can type it. Right. So such as like if you're using like an EA6000, then that needs the specific model then just type in EA6000 in that search bar. It will show you there. Like he will then put in the proper part.
07:00
Speaker 1
Yeah, I think I maybe I didn't phrase my question clearly. I was wondering like how do I I know that a router that I purchased from you all like has an end of life to the support because like no one reached out to me, like there wasn't an automatic communication to everyone who has purchased this and said, hey, by the way, you know, support's ending for this. So like how would I know that that has happened? [ silence ] [ silence ] [ silence ] [ silence ] Okay. I understand. I think, um, I guess what I'm getting at is like someone would have to have the initiative to be like, hey, I wonder if my router is still being supported? And like, why would they think of that unless there becomes a problem? And by the time that they have a problem then they can't get support for it and it's already too late.
09:00
Speaker 2
accessibility on that one, since it is actually available in the website of Linksys. So when you visit the website of Linksys, you can check there the end of life policies, what I've mentioned. And then you can input the model number of your Linksys router, and it will give you all of the information that you need for that. [ tranquilo ] Yeah, I understand that you also really wanna wanna be notified if that case did actually happen or you wanna be get notified prior that actually to that actually happened.
10:00
Speaker 1
yet. Okay. So the only time that someone would know like, hey, I have a problem with my router and I need to get a new one is when something goes wrong with it and you have to call and get support and someone says we don't support it anymore. So that's really the only way with your products for me to know that there's a problem with the router itself when the problems already happened.
11:00
Speaker 2
[silence] The like I totally get your point about that one but since it's actually like you know all of the information especially with that one it's already accessible on the website so that is why like you know we really no longer I mean we don't cascade or send any emails or notifications to the customer cuz everything is actually you know accessible directly to the website.
11:00
Speaker 1
Okay. Um, because I'm doing the search thing with the model and there's actually no uh support or troubleshooting um section. It's just like product overview, setup, connectivity, advanced configuration. So the... Yes, and I put the model number in that. Okay. Is that gonna help me troubleshoot the router that I have now or is that just gonna tell me the policy? Yeah.
12:00
Speaker 2
Well, sometimes it actually really happens like that. Uh huh. Uh huh. Oh, yeah. uh huh. Uh huh. So can you see a search bar under links to support? Okay. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Ah, no, um not the model number. Put in the end of life policy. Um, No. Um, No, it will only tell you the policy. So the one that I was actually trying to tell you earlier about the AI Tool Agent, So look at the
12:00
Speaker 1
Got it. Okay. Okay, I got it. Okay, I will try this, um, and then, if I have to get a new router, then I have to get a new router. Um, I, I think that we'll have to go with a different product. Um, but I appreciate, uh, the help that you could provide. No, no, thank you. You too. Bye.
13:00
Speaker 2
lower right corner. You can see a circle with a smiley face. Tap on it and then a chatbox will appear. yeah. I know once again Miss Linsey, I do really apologize for the inconvenience but a you can absolutely try you know taking advantage with that AI tool agents. So, will there be like anything else that maybe I can help you with? Okay, thank you so much Miss Linsey have a good one.
13:00