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. 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. Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? [silence]
00:00
Speaker 1
For a while? Is there any reason why it's down again like always? Just the internet, the router is not working. I mean, this router goes out all the time. I don't know what you guys do, but like it's like, you can kind of guarantee once a day that the whole neighborhood is out 'cause you guys are all we have out here, so can't have no other option but for you guys to get your stuff together. Oh, yeah. What do you think of the world? What do you find that
01:00
Speaker 2
Mhm. OK, you. Is it about the internet is down. OK, uh, but prior to this, one, sir, did you experience any power interruption or internet interruption? Mhm. OK. I see. We apologize for that inconvenience, sir. But can I have the model number and the serial number of your links, his router? Let me check it for you.
01:00
Speaker 1
Yeah there I model, um, the model number, wait that's the recovery key. Where would, okay model number is M-R-8-3-0-0-V-1 dot dot one. I think that's what it says. Uh, I don't know, ah, hold on. All right. What'd you say? Oh yeah, okay, so that's your number 2-9-B-1-1-M-2-B-0-1-5-3-4. Oh yeah, yeah.
02:00
Speaker 2
Okay. Okay and the serial number. Hmm. That is S slash N might be. S like Sam and then slash or forward slash and then like an end for November. Can you see that? Can you say it a little bit slower, sir? I'm sorry. I can't count.
02:00
Speaker 1
sorry now you're good now you're good sorry uh 29 4 5 Vuma 2 b 0 1 5 3 4 is it good that time? Yep. Yep. two two five two five D sorry Yep, that's correct. Yep. Yeah, so the um, owner of the house. I have
03:00
Speaker 2
I can't keep up with you. Okay, let me just read it back to you if I've got it correctly. That's 29V for Victor, 11M for Mary, two B for Bravo, 0 1. It's okay. 25 B for Bravo, 0 1 5 3 4. Okay, thank you so much. And to make sure, is this your first time calling link to support?
03:00
Speaker 1
I have who like pays for the internet and stuff. He's gone racing motocross right now and has a lot. So I thought I would call try and get this fixed. Prior to last night. Yeah. Yeah. There's a red light on the um the middle of it. [silence]
04:00
Speaker 2
okay, I see. So, Let me just, but prior to this one, sir, the internet was all working properly. okay, prior to last night. can you tell me, sir if you can see any LED light coming from the router? okay just give me one second.
04:00
Speaker 1
Uh, yeah, I don't own the house though or pay for the router though, so. that probably where there's no points for that. Is it work? We've we've definitely called. We've definitely called a few times about this router. It should be in the records. Yep. Okay.
05:00
Speaker 2
Okay. Um. OK sir, can you give me your first name and your last name? OK. So. Oh yeah. Cu since this is actually the first time that that I will be creating a record for this router and also cuz as per checking here as well. Uh-huh. Uh, let me just try uh checking some information using the serial number that you provided OK give me one moment. OK. There you go. Uh, sir, can you tell me if you can see the Wi-Fi name broadcasted. [silence]
05:00
Speaker 1
I like I, like, you mean like what I see when I go to connect to it? Is that which me? Okay. Uh, it's not being broadcasted. It is on the bottom though if you want me to read that to you. Yeah, yeah, so like when I go to connect to it, it's there. Yeah. Yeah. No. So I'm
06:00
Speaker 1
it doesn't tell me anything on my phone, but I'm connected, but like when we try and connect to a TV, it like this tells us that there's been like an issue connecting or something and then um it like tells us to unplug the router and stuff and we've tried that, we've reset it multiple times. but my phone is connected to it, it's just not working. Yeah. Correct. yes. Um, I don't think we've pressed in how to I've turned it off for about a minute and then yeah, so do you want me to hold the reset button?
07:00
Speaker 2
Uh-huh. Okay, when you say reset, did... Uh-huh. Okay. Phone is connected, but the internet is not working. And uh you mentioned that you have performed, uh resetting the router. For how many seconds did you press and hold the reset button? Oh, okay, just, uh turning off and on. Because I was, uh, uh, well, if you're actually uh press, let's try, uh, uh, hold it for longer. [silence] Okay, not happening. [silence] Uh, no, sir. Okay. Well, uh, please give it a go ahead and please try once again, sir. Okay, what we're gonna try as well is, uh, turning off the router then turning it on. Okay. Let me know. Give it, uh, one or two minutes to load and let me know, please. [silence] It's still off, no it's still off. Okay. Welcome back, sir. Yeah, it's still off. It's done now. Okay. Um, once you noticed the light glow up to green to blue, uh, then you may proceed to try to connect to the internet. Let's just wait. Please, if you can start the surf, uh, the network. [silence] No for me. [silence] My connection is connecting done. No for me. [silence] As you can see. Still off, maybe. Okay. Time to diagnose. First let's go with Wi-Fi. Go to Wi-Fi settings. Okay. Using your cell phone, connect to Wi-Fi. And go ahead to settings and connect to Internet. [silence] It can't connect? Or um... The connection doesn't come up. Okay. Um, continue. [silence] My connection is connecting done. Okay. Um, just load up with an internet, uh, network. Um, select, um, change Wi-Fi password. Please try it again to the internet. Okay, we're going to use the lever- sorry, the Ethernet cable if.. [silence] That's that won't work.
07:00
Speaker 1
Yeah, yeah, yeah, that'll be fine. Wait, will the device, will the Internet, like, still be there for the device if it's gonna be, or will we have to, like, search it up? Like, so when we go to reconnect, like, it'll give us, like, options of Internet in the area. Will it be in those options or will we even have to search it up?
08:00
Speaker 2
It will definitely, uh, it will gonna be... and what do you mean by that once are like the devices that are currently kind of... Usually, it will definitely be like, you know, you just... you can just easily look for the device that you're currently connecting, and those device will definitely be disconnected, and you need to pair it or reconnect it manually, like one by one.
08:00
Speaker 2
Wi-Fi name. Then connect it. Mhm. And then before we proceed on some troubleshooting, sir, 'cause I did check the router here. Now, this router is already out of warranty since December 26 of 2022. So, just to set up proper expectation, if the router is already out of warranty, the free technical support or the um complementary technical support over the phone will no longer be um available for this router. However, we have options here. Now, the first option is you can if you have an active mobile data, you can visit the website of Linksys. That is support. Linksys.com. Yes. That is the second option. Yes. And the second option will be our paid connect service. and then I will need to look up for your phone number. Please hold on. And the last thing that I can recommend is you may return it physically, to Linksys. And we will do it free of charge on the repair. However, you need to bear the shipping, the shipping cost from your location. We will return it to you for free once it's repaired. Okay. Mhm. So, after the repair, to which email address do you want your tracking number and we have seven working days, I remember, seven business days for the repair after your unit is received in the Philippines. Okay. You just have to purchase the shipping label since the unit is out of warranty.
09:00
Speaker 1
No, we're not. or were not gonna do that. That doesn't cost anything. Okay. Okay. Call. This call. Right now. Doesn't cost anything either. Okay. Um, all right. So,
10:00
Speaker 2
And that will cost you $[REDACTED_PAYMENT_DIGITS] to have a technician over the phone walking you throughout the process. And that $[REDACTED_PAYMENT_DIGITS] will only last for an hour. Now, if we happen to discover... I totally understand and respect your decision. Now, the third option here is I can send you an email with all of the troubleshooting instructions that you need. So, yeah, that will gonna be for free. that email troubleshooting instruction. It will cost you nothing at all. Uh huh. I know. This call is actually totally free. So, I just need some information from you that includes your email address. Tell me when...
10:00
Speaker 2
Uh-huh. This might be the email that we have on file is not your email. Might be this email is from the owner of that house. I have, absolutely. I will only use it just to send you the some troubleshooting instructions. After that, I'll be removing your email and then put back the original email in. Uh-huh. But anyway, uh, try this. [silence] [silence]
11:00
Speaker 1
It should be Lucashacapital Medcapital D MCD. dowell, 29. that should be it Yeah, I have the self service, so Yeah.
12:00
Speaker 2
by the way sir. Are you looking for your email information at your phone right now? Cause you mentioned it was connected but it doesn't have any internet, right? Okay. Uh can you turn off the Wi-Fi for the meantime, sir, from your phone? Mhm.
12:00
Speaker 1
I just. Okay? Mm-hmm. All right. Oh, okay, so right. It is lowercase l-u-c-k-y l-u-c-k-y29-29@icloud.com. Yep.
13:00
Speaker 2
And then open your mobile data. Mm-hmm. So, if the cellular data is on, how about you re-open your email and 5:30 p.m Mm-hmm. Okay. Okay. So that's uh Lucky Lucas 2929@icloud.com. Okay. Hm Just to make sure the Lucky is without an S.
13:00
Speaker 1
Yes. Yep, that is it. It's Lucas. Yep. Thank you. Like what's the owner's name? Yeah, so the owner's name is I think it's it's Dusty or Dustin Martin.
14:00
Speaker 2
lucky. Okay, so after this call, uh, bet, but we're gonna have at least your first name. Okay, Lucas. So, Lucas, right after this call, um, I'll be sending you an email with all of the troubleshooting instructions. Give me at least, um, two or three minutes so that I can craft it. And then after that, I'll be sending it to you. Okay? And last question, Lucas, who is the, who is the internet service provider of the owner of this router? I don't know. The, I, uh, if you can also provide the owner's name, that would be, that would be helpful as well.
14:00
Speaker 1
ever put in, he prefers dusty. Where do I find that? I don't know how to find it. it should be Verizon. Yep. All right, thank you. Thank you. You too. Bye.
15:00
Speaker 2
Okay, yeah, Casey Martin and the internet service provider, um, is it spectrum? Okay. So, yeah, uh, thank you so much for all of this information. This is really helpful, Lucas. So, um, I'll be sending you the email instructions right after this call, just give me a minute or two, okay? I'm actually crafting it right now. Okay, thank you so much as well. Have a good one.
15:00