Speaker 1
we have a uh modem that's fine but we also have the linksys Velop powers um that
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 1 now. For out of warranty products, paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Gauri. How may I help you? [silence]
00:00
Speaker 1
that went to a red light and we hit a reset button and now we're at a pink light they won't come back they won't come back on line. yeah we went too far with the re with the reset button or whatever probably um I thought that was No everything was - well everything was fine um the modem has all green lights and then the Linksys powers um all of a sudden went from blue to red and um it had happened a couple days before my wife hit the reset button and
01:00
Speaker 2
Okay. Okay. third because if the router is reset, that means it's set back to default settings, like it will erase whatever setup that you made on the router. And if the light is pink after the reset, that means it's the router is not yet set up, it's like ready for setup. Okay. So, uh, Okay. So you lost internet connection at first, right? Uh-huh.
01:00
Speaker 1
It came back to blue. But this time, I did it, and I may have held the reset button for too long. I don't know, but it went to, went to red, and then it went to pink. So, probably went back to default settings. And I look at my, when I look at my phone at the Wi-Fi, it's no longer showing the name that, you know, what we named our internet. It's showing the Velop, the Velop name, whatever you want to call it. So if I go to Wi-Fi. We've called linksys before, and I could be very honest with you. We I think we're out of warrantied. And we paid like a one-time fee, and we were told it was going to be a one-time fee, but then y'all continued to charge our cards, which was very disappointing. And
02:00
Speaker 2
[silence] okay so before we continue have you called links this before or this is the first time [silence] okay.
02:00
Speaker 1
Through the TV thing? But Huh anyway I mean if I have to pay for support, I mean I don't I'd prefer not to. Okay okay hold on. Okay, there's the model number: MX-8500-43F10M-38B003.
03:00
Speaker 2
Okay.Um,so let me just create,um, okay. let me just create a record for this call. Okay. I need to check that first, sir. Um, may I know again, what is the model number of the, um, Legest router? and as well as the serial number. Okay, MX 8500 and how about serial number? Mm-hmm.
03:00
Speaker 1
3 6 Yes, [silence] That's correct. [silence] Several years. [silence] How long would you, I'm talking to my wife. [silence] How long would you say we've had these towers? [silence] Five years at least.
04:00
Speaker 2
Okay, let me check if I got it correctly. Again, model number is MX8500. And the serial number is 43F for Freddy, 10M for Mary, 3 8B for Brian, 0036. Okay. And how long you had the Seritar MX8500 router? Is it like three years, four years, five years? Okay. Who's your internet service provider?
04:00
Speaker 1
Internet service provider is. What is it? MediAc. com. I'm sorry say again. My phone number is 850 428 0996. Scott Risher. Risher R I S H E R. S S as in Sam.
05:00
Speaker 2
Okay. Can you have also your phone, number Sir? Uh your phone number. Yes. Uh-huh. Okay. And how about your first name on last name? and last name. Again, that's R for Robert, I. and then is it F for Freddie? and Sam and then H E R correct?
05:00
Speaker 1
A, correct. H E R. is F C R I F H E R at gmail.com. A G R, yes. Uh, [silence] due to the router. Correct, we have a pink light. [silence]
06:00
Speaker 2
Okay, how about your email email address, Okay, let me check if I get that correct email. That's S for sugar and then C for Charlie and then R for Robert and then S for, oh no eyes for India S for sugar H for Taylor E for Edward R for Robert gmail.com. All right, Okay. All right and again, um, this is a reconfiguration of the router after you um like we set the router, right? And right now, uh om using this router, you don't have internet connection.
06:00
Speaker 1
steady. Pink light. The, the, Tod modem shows all, all lights solid green. No. we have, I mean, we have three other towers that are connected to the, the main node. Total of four nodes. Yeah. Okay. I have the other, I have the main node, I have the main node still plugged in. I unplug the other.
07:00
Speaker 2
And aside from this MX-8500, do you have other linksys device? So, you have an additional 3, so a total of 4 nodes. Okay, so to reconfigure the settings of the router, the main node which is the MX-8500 will communicate again to your Media Com modem. Okay? But before we start your
07:00
Speaker 2
Oh yeah. The, okay. The main node, that's the one, the MX8500, right? Okay. All right. All right. Okay, hold it. All right. Because in this case, sir, the router that you have, the MX8500, you're already aware that this router is already out of warranty, right? And actually, sir, for out of warranty, we do have a couple of options. And our first option is our AI tool that can be found in our website, that is support.links.com. Right? And our second option is I can send you an email with a video link that you can all follow.
08:00
Speaker 1
Okay. Hold on. Okay, you're going to have to back up because wait a minute. You went, you disappeared for about 15 seconds. The last thing I heard was that you can send a video link and then I couldn't hear you. I couldn't hear you for about 15 seconds.
09:00
Speaker 2
the video on how to configure the router again, okay? And our first option is, we can provide live chat support for you for about 15 minutes. Okay? And in that 15 minutes, we'll try to troubleshoot the problem. I have 15 minutes and the troubleshooting will last... Okay. [silence] Uh-huh. Yes. Yes. Okay. Oh, sorry. Our third option, I mean, our second option is I can email... to you a link, a video link, where you can follow on how to configure the settings of your router again. And our third option. Our third option, sir, this is our paid connector service. This is our one-time non-refundable $15 charge. Then you can give us a call back whenever you need a problem.
09:00
Speaker 1
[silence] Okay. Okay. So they can send me a, let me talk to my wife, they can send me a d d like a video that shows you how to do it, or we can p p them $[REDACTED_PAYMENT_DIGITS] and do it directly. It's not refundable in case we can't connected or whatever like that. I'm not giving my credit card. I we're not giving my credit card. So, can you send me the video link? Um, I have to pull that up on my phone to one. Um, um, yeah, send me the video link. And if we can't, well, Hold on, let me push on.
10:00
Speaker 2
okay non-refundable technical support that will last after 60 minutes okay and there's no guarantee that we'll be able to fix the issue and in any case we found out that device is defective um there will be no replacement or refund our paid connect there will only cost you $15 okay so which options would you like to proceed with okay
10:00
Speaker 1
Let me hold on. [silence] All right. Yes, we're gun shy because we had a problem with another issue, but from what I understand, it was a different company. It was something with our Sonos soundbar and I was thinking it was Lenksis.
11:00
Speaker 2
Um, yes. Okay, you want to avail. I'm sorry sis? Okay, all right. Okay, so again, sir, you want you to avail the one-time non-refundable technical support that will last after 16 minutes of troubleshooting and that is only for $15, right? And there is no guarantee that we'll be able to fix the issue. And again, once you found out after the troubleshooting if device defective there will be no refund or replacement. Okay? And
12:00
Speaker 1
but that would be the same. Yeah. Yeah. Yeah. Now, when we do that, are you going to be able to see the router or connect to the router or anything like that on your end? All right, let's do that. That's fine. Let's go ahead and do that. Um, to one time one time, $15. Yeah. Yeah. Yeah. Okay. That's just a number.
13:00
Speaker 2
Sure. There are some steps that we're going going to perform on on how to set up your router. It's just the video is just. Oh, yes, sir. The video is just like a self-help tool that you that you can do it on your own. But with the paid connect, we will guide you step-by-step on how to configure your router. [silence] I'm now, sir. We'll walk you through a manual troubleshooting, sir. We don't do remote access. Do you want to proceed with the video, sir, or the one-time technical support? Okay. [silence] So, let me just prepare my system, sir.
13:00
Speaker 1
United States. Where are you located? Philippines. Okay. Okay. Okay. Can I still get a copy of the video link as well? Okay.
14:00
Speaker 2
And you're calling from the US, sir? Or Canada? Philippines, sir? Yes, sir. Okay. Sure. To process the transaction, I'll be going to pause the recording or stop the recording for security purposes, okay? So I'm going to stop now the recording. Okay. So there's... Hello, sir?
14:00
Speaker 1
yeah, that's fine. I don't appreciate do I'd have it. Yes. 4046-0100, 0945, 947, 927. Speaker: I hope she's getting horse. I need a full P.
15:00
Speaker 2
the receipt, okay. I'm gonna be sending it to S campaign R-I-S-H-E-R at gmail.com. All right, sir, the receipt has been sent to your email. Okay, so, all right, so before we proceed with the trouble shooting, I'm going to um resume the recording, okay. I'm going to resume the recording now. All right, the recording now, sir, is a little bit resumed, so we are going to continue with the trouble shooting. Um, on your, um, parent source, the one that's connected to the media comm, that's the MX-8500, okay?
17:00
Speaker 1
it's at the top top of the tower uh the reset button what about it Okay. Light is white. So yeah, the light is blinking white.
18:00
Speaker 2
the light is pink at the bottom of this router sir okay the reset button ah um yes sir that's the reset button okay the reset button sir um press the reset button five times within five seconds so it's like press release press release five times within five seconds okay let's wait that will take like a minute or two to um fully um stabilize the um connection right all right let's wait [silence]
18:00
Speaker 1
Now, it's holding at a blue for now. Now, it's staying at a solid blue for now.
19:00
Speaker 2
[silence]. [silence] Is it still blue or is it still blinking?
19:00
Speaker 1
Stay in there. Is this thinking or what? What do you mean? So I can connect. Yeah, let me see. Well, it has to. Yeah. Let me see if I can do that. Uh, needs a security key. I don't have a security key.
20:00
Speaker 2
Okay, so what we are going to check if, since the light is already solid blue, we'll try to check if the internet is back. I guess connect to the default name, though, I think like setup or
20:00
Speaker 1
so it's what's on the router itself. Hold on. I'm trying to do it on a computer, but I can let me try it on my phone as well. Uh, it's a laptop, but it is connecting on my phone as well. Uh, I don't remember. Um, but hold on. So on it's on a separate side of the room. So,
21:00
Speaker 2
The security key, sir, is the one right now, the one that's underneath the router. If you can see their password for the meantime, sir. Mm-hmm. Are you using your phone right now, sir, or your computer? Mm-hmm. Okay. All right. Okay, is this a laptop, sir, or a desktop? Mm-hmm. The laptop shows Windows 10 or Windows 11? Okay. All right. I'm sorry. And your phone is transcribe this audio from the right channel
21:00
Speaker 1
My phone is safe, I'm connect, I'm connected to Wi-Fi on my phone and it seems like I can navigate pretty good. Um, but let, hold on. I'm trying to write down this password, I want to try it on my phone, I mean on my laptop. All right, give me a second. Just hold on for a moment. Um, okay, we have internet based on the 8:07.
22:00
Speaker 2
Is it's iPhone? Android. Okay.
22:00
Speaker 1
Yes, it's reset the name, the Wi-Fi name to the V-Line. So, yes, I am connected. Hold on a moment. Hold on one second. Okay. So, how would I do, how do I change? Yeah, where would I go to do that? I have the Linksys app on my phone or do I do that, since I'm at my laptop, can I do it from my laptop? Or where? [silence]
23:00
Speaker 2
Yes, okay. All right. You, okay. You want to rename it back to your old network. Can you remember what was your exact network name and password? Hmm. Can you still remember? We can access the user. Okay? Because we can access, try to access the user interface of the router, and then we can um change the name and then try to change the name. Hmm. Hmm.
23:00
Speaker 1
Wow. Go. Yeah. Where do I go? How do I do it? Huh? Okay. Right. Got it. [silence] Oops. All right, hold on one second. HTTPS colon forward forward.
24:00
Speaker 2
Yeah, you can do it much better if you can do it on your laptop. It's much easier to navigate on a bigger screen. And we'll not use the app for the meantime. Let's try to use the access the user interface of the router if we can access it. So on your laptop, okay, please open a browser like Google Chrome. All right. And then on on Google Chrome on the address bar, please tap this um link. That's HTTPS colon forward slash forward slash 192.168. and the colon forward slash, yes 192.
24:00
Speaker 1
1 92 168 1.1 okay got it access 5L AD mm-hmm is that it um okay Alex? Yes. So I Um, yeah, I got through a purp. Yeah, I got you noted from the I got to a page where oh yeah yeah so I got yeah links of all right go ahead I'm sorry no hold on a minute I'm not seeing that what I'm seeing is green it says smart Wi-Fi tools you got device list guest access so where do I go from there I'm just down as far as it'll go oh way down okay yeah I do see that okay oh yeah yeah yeah yeah
25:00
Speaker 2
links to smart Wi-Fi. Okay. Kylie. Okay. All right. So if Kylie scroll down, and then you can see the end user license agreement and then on the far right, there's an option C.A. yes. Mm-hmm. Mm-hmm. So you scroll down, sir. Scroll down. Yes, and then they have the end user license agreement, a very tiny writings. Like a we down. And then there's an option C.A. Charlie Apple.
26:00
Speaker 1
Hold on. It's saying accept Cookie settings reject, whatever. I'm just going to put an X on that for right now. Don't, don't see CA CA CA. All it says is so on click to view view click to view EULA PDF. Um then I got products. I got support. I don't see a CA option. No. Um where am I? It says links and across the top bar it's got four ISP, it's got products, it's got support, but the only thing it says is click to [ silence ]
27:00
Speaker 2
Okay. Click on CA. [silence] They have their end user license agreement. [silence]
27:00
Speaker 1
to view E-U-L-A in PDF. Okay. Now, I'll bring up an N-L. Yeah. So then it's it then it brings up a document, the end user license agreement. Okay. Yeah. Um, how long. Okay. Yes. So, yeah, I got small. Um, hmm. Yeah. Right. And I and that's what I did before. I hit.
28:00
Speaker 2
no sir. I yes no, no, no, we're not opening a document sir go back to the same page that you were just on they should, um, link you to the smart Wi-Fi tools okay. And then um, if you're on that page right now, you have there like on the left side of the page you have there the Smart Wi-Fi tools device list the router settings. And then the right side you have the different boxes, right? for your different information. Yes. right below the boxes sir? um right below the boxes, um there's no option for like end-user license agreement privacy statement third party.
28:00
Speaker 1
And user license agreement. So that's where I'm going, okay. All right. No, the last thing I have is, um, Oakland Privacy Policy. So it goes end user license agreement, privacy statement, third party licenses, and then a OK, UCLA Privacy Policy because there's no CA. Uh, there's no place Wi-Fi settings. Can I go there and Wi-Fi settings? Okay, yeah and that's how bring up my Wi-Fi name and password. Okay. Uh.
29:00
Speaker 2
No, no, um, no, sorry, do not click anything on that. Sorry, do not click anything. Just check if you have option CA on the far right. Uh, okay. There's no CA. Okay, no problem with that. But you're then um, um, okay. All right. Can we go to Wi-Fi setting instead? Okay. All right. And um, uh-huh. Okay. On your Wi-Fi name.
29:00
Speaker 1
it says it says okay so I got 2.4 gigahertz band 5 gigahertz band 6 gigahertz band and they're all named the same thing okay the Velop setup 9F8 they all have that same name. yes I did. yes I do. I remember that. they all have the same name I believe [silence]
30:00
Speaker 2
Can you still remember the name that you have created before? [silence] Yes. [silence] Okay. [silence] Yes, because your router is a tri band router, so it can broadcast three bands. [silence] Let me just verify this. [silence] Can you still remember, sir, the old network name that you have before you do the reset? [silence] Okay. [silence] Did you separate the name? [silence] Did you separate the name of the band or they have all the same name? [silence] Okay. [silence] So please remember sir to to set it button again.
30:00
Speaker 1
Uh-huh. The Reta, over-typed, the old old name Name and bathuh name and name and bathuh. Okay, hold on. Okay, so I do that for all three of them.
31:00
Speaker 2
Erase each name then type the name that you have before and then as well as the password mm-hmm it be exactly the same on the other name so that the other nodes will just yes. yes sir Um yes.
31:00
Speaker 1
Okay, so then hit the apply button, I guess. Let me make sure that, okay. So, so it brought me and it's pretty much just confirming what I typed in and then I would hit the yes button. Do you want to continue? And so hit the yes and then Vlopp will no longer be the name.
32:00
Speaker 2
Yes, after you change the name and the password just click on apply. And then after you click on apply, your wireless devices will be disconnected since it is connected as of now to BelopSSID. So once you change it it will disconnect. Yes. Yes.
32:00
Speaker 1
Name of the Wi-Fi? Okay. So I'm hitting yes. Apply to apply changes. waiting, waiting, waiting, waiting. I'm still got a little waiting bar, a little circle. Spinning. Okay. Let me choose. Yeah, Donnie and I am connected. Okay. Yeah, I'm connected. Looks like it's working. Okay, here. Hold on. Yeah, I'm gonna go start the other ones. Alright, hold on. Holding on. Yeah. I uh, they're all,
33:00
Speaker 2
It's just... Yes. Okay, try to check on your Wi-Fi on your computer. Yeah, just... yeah, that's okay. You can just click on the icon on the lower right. It's connected. Okay. Try to check the other nodes, sir. Mm-hmm. Uh, they're on the same location right now with the primary node. Okay. Uh, yes. I'll let it just wait. Sir, that will like take like a minute or two each device to fully boot. [silence]
33:00
Speaker 1
Yeah. Yeah, they're flashing red right now. What do I want to what I'm looking at? Okay, hold on. Let's give it a minute. They're flashing the one I'm looking at is flashing red. Is that normal? Yeah, they're all flashing. Two out of three are flashing red. Yeah, they're all flashing red, but let's give it a minute.
35:00
Speaker 2
I have cities up and sometimes takes more time, especially if their city trying to reconnect to the back to the not work. In any case, they will not reconnect. Sure. in case they will not reconnect to the network, then we need to like do a reset on the nodes and then add it as a child node. Okay. Okay. Okay. Okay. Okay. Okay.
35:00
Speaker 1
It's what if what? Okay.
36:00