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 select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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, please have your device's serial number and contact information ready. If unavailable, please, try again later. Thank you for your patience. [silence]
00:00
Speaker 1
You have internet? I don't know. Well, see if you do. See what's down there. I mean, I know it's not TV. I know I'm talking about this. I know it's not going to be on the TV. I don't know what to do. I've turned it on and turned internet on. still blinking back there. I've shut everything everything undid it shut it off. Who? I call Johnny, and in a very loud voice, he says, "Call me now. Call me immediately." Guess what? Let him not call me. I'll call them again. [silence] [silence] The router. Okay, I got a problem and don't know what to do. And I've called my cable company.
04:00
Speaker 2
Thank you for calling Linksys. This is Karina. How may I help you? [silence] Okay. Okay. For me ask the exact model number of this device. You can check it at the bottom, or underneath the device itself. Serial number and model number. [silence] I noticeable. That's the different, uh, like, like the description of the device. We need the exact.
08:00
Speaker 1
Well, I'm, remember. OK, I want to tell you I'm 77 and I'm not a technology person. So let me see what I can find. I'm looking in the back and I don't see anything. Oh, let me look on the knees. Here we go. Model number EA, well that would have been nice to know. But I figured it out. EA7500 V2. And please don't take any offense to my frustration because I just shut the breaker off for a second, put it back on, and everything should be working. I've done everything that the instructions have said. I'm from modem. The modem came back on because they checked it from from Spectrum. But the Lena's us boxes mine. So, you know, they say we can't do nothing about it. Well, okay. I'm not buying, I'm not spending $10 a month on your your stupid linkses boxes or whatever they have. I I want to buy my own and I have. But I just can't believe it went bad just by shutting off the electricity and putting it right back on.
10:00
Speaker 2
Model number? Uh-huh. Uh-huh. Yes, underneath. [silence]
10:00
Speaker 1
Serial number. let me see. Serial number is one 8 L 2 1 S 0 9 8 0 9 9 4 7. Correct. Correct. Right, I was out in the garage. Turned it off. It was not the one I needed to turn off, but anyway, um, the router came back on 'cause they checked it.
11:00
Speaker 2
Okay. Can you have also the serial numbers, sir? Okay, let me just check if I got the correct serial number. That is number one and then eight L for Larry two one S for Sugar, 09809947. All right. And then, um, your main concern of this router is you lost internet connection after you turn off and turn on your breaker, correct?
11:00
Speaker 1
From Spectrum and then they told me to call you because they don't deal with with your Linksys box. And what I see in the back of the box, there's two blinking lights or one blinking like one green solid light and one blinking orange light under internet. I mean, above internet above. I've unplugged, I've set the switch off, I don't know what else to do. And the reason that and I know it's not on my TV is because it keeps saying retry and I'm looking at my printer, and the and the um Linksys uh little thing for connection is still blinking. And it's right next to the other and it's right next to my Linksys box so I know. [silence] [silence] I've never had a problem with it until today. Well, my phone is connecting but that's it. It wasn't connecting in the beginning, but it's connecting now. [silence] [silence] I have Spectrum. [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 2
okay. okay. all right. okay. So none of your wireless devices can connect to the internet, right? So it has internet,
12:00
Speaker 1
Well, I don't know about internet on my cell phone, you mean? I don't know if it does or it doesn't. I can ask my wife. Let me go see if she has it. It's just not on the media. It's my TVs that are not working, and that's what I need to be working on. Cause do we have do you have internet on your phone, cell phone? Internet on your cell phone. Okay. I'm gonna find my phone. Hang on. We ain't gotta find her phone. We're so we are so frustrated today. We are so. The phone the router it. Oh my goodness. I don't know. We ain't gotta find her phone. We've been all all over looking for things and now we can't find her phone. The phone is not a T-Mobile phone, so it doesn't, you know, [silence]
13:00
Speaker 2
[silence] So basically right now, that... the... the...
13:00
Speaker 1
or you go outside, you get what you get. Um, okay. She wants to know if you have internet on your phone. Uh, it's not connected. No, the uh, Wi-Fi is not connected on the phones or the TV. No. Uh, it's actually not on the phone. Hold on one second. It's not on the phone. She checked it. Is not connected. Internet. Internet is not connected. Uh, my phone number is 910-431-8948. That's my cell number. Uh, my first name is Floyd. My last name is Gilmer and Sean. My daughter's name is Emily. Her birthday is October 15th. Have a nice day.
14:00
Speaker 2
So, the TV is not working, correct? [silence] Okay, so while waiting for that, while your wife is checking the internet on the phone, can I create a record for this? [silence] Okay. All right. So, let me just create a record. So, can I have your phone number? How about your first name and last name? [silence]
14:00
Speaker 1
Name is Mitchell with Floyd. And last name is M-I-T-C-H-E-L-L. F as in Floyd, M I-T-C H-E-L-L at hotmail.com. Correct. [ silence ]
15:00
Speaker 2
My name is Floyd. Okay. And how about your email address? Okay, thank you so much for this information. So basically right now your concern sir is you lost internet connection. Okay. Using your EA7550, that's your wireless router, right. And your internet provider is Spectrum. Okay. Um there's a possibility that you don't have internet connection right now sir because it might be that the settings on your router is not communicating to your um cable box, your modem. Okay.
15:00
Speaker 1
Why, why is that? I mean, I unplugged them both. I waited 30 seconds. I put them back in. What's happening? But my, it's always had. It recognized it and told it recognized it until I shut the switch off and now and put it back on. It's been recognizing it for at least six years. So why is it not recognizing it now? Did it have a brain drop or something? I don't, I don't know. I don't know anything. I'm 77 years old. I don't know. I'm not. They're not going to check your modem.
16:00
Speaker 2
I'm not really sure with the other ones, sir. It might be that also possibility that your modem is not recognizing your router, okay? Right? Right? alright alright or it could be possible um it could be possible, sir, that your modem itself it's not giving out internet connection. Even though your provider already mentioned that they checked the line. What they do with that is they just check the line from their system going to your modem, but they didn't check is if the modem is giving out internet connection, right? They didn't...
16:00
Speaker 1
Checking your modem, because I own it and they don't own it and I don't rent it from them, so they said the only thing they, I mean, they do the modem, they don't do the router. So, so what do we do, tell me what we do now? That's what I need to know. Uh, how do we do that? I, I don't know. Let me see in the bottom. I have no idea. I told you, I don't know anything about technology. I'm I'm zero. If we have to be on a computer, my wife's gonna have to do it. So, what are you asking me to look for in the bottom? The model number is EA-7500V2.
17:00
Speaker 2
yes so in that case there's a possibility that needs to be a reconfigure the settings on the mode uh linksys router okay okay but um okay before we start for a new troubleshooting too I again the router that you have is an EA 7500 version two uh right the model number again the model number is an AA okay all right should to start well before we do anything on the router to before we do any troubleshooting let me just inform you about about the status of your a 7500. Okay. It shows that here in our system, so that this product, this router is already an end of support device. End of support means that Linksys will no longer provide any technical assistance as well as like software updates, hardware repairs, and returns. Okay. But you do need to worry. Sure, you can take full advantage of our AI tool that can also give you instructions on how to reconfigure or check the settings on your Linksys device. Okay. The Linksys router has a user interface that you can access and check the settings there.
17:00
Speaker 1
[silence] you're talking Japanese or Korean to me. I don't understand what to do. I have no idea you're doing it on a computer. I don't know. I need somebody to tell me how to go about doing that and I don't use a computer, so that's another problem. You told me that. You told me that already. Okay. So the bottom line is I need to throw the thing in a trash can and go buy a new one. Is that what you're telling me? Okay. Um, I even, you know, you see I I'm I'm sure I would buy a Linux or I buy something else because you you guys no help at all.
19:00
Speaker 2
All right. Uh-huh. Uh-huh. uh-huh. There are some that would like to um assist you with your um... it's your right now or problem with the link sys router. Um since your device is already end of support, that means we are no longer um providing any technical support. Um that is your option. If you want to upgrade or have a new device, that's your option to get a new one. Uh-huh.
19:00
Speaker 1
something and I don't care what they do they should help you forever just like um Spectrum did you guys should help me forever I'm 77 years old I don't know this shit and I excuse my technology and I know and I don't want to know I just want you to tell me what do I do How do I check it Do I go onto a computer and check it Do I check by unplugging it What do I do And don't tell me you're not going to give me any advice cuz you can still tell me what to do
20:00
Speaker 2
Um, to do this, the first thing to do since there's no internet connection on the router is first is to validate or check the internet settings or internet connection from the cable modem. That's the first step. To validate or to verify if the modem has internet connection, since the link router will only receive internet connection from the modem. But as of now, it's not receiving. So that means we need to like
20:00
Speaker 1
well I know it's not a router. I know it's not a modem because they've they always check that and say it's working perfect. And and they check, they check, they check, they check they check it from you know, they have a way to check it, you know, and and they checked it already. I'm and they so the modem has it that it has three solid blue lines, and I'm looking at that now. That's what it's supposed to have, three solid blue lines. So we know it's working. And now what do we do? [silence]
21:00
Speaker 2
The problem is, is it a router problem or a modem? That's why we need to test also your modem. Have they advised you to connect a device directly to the modem to validate? Uh, Yes. Uh, they check the lights uh always it shows active, but have they checked the modem device itself, the modem? Since that's a device as well. Uh-huh. So in that case, the router needs to be reconfigured to communicate again to the modem to receive whatever settings that it has.
21:00
Speaker 1
Okay, how do you do that? How do you do that? That's what I'm asking you. What year is my device? [silence] Do you know what year it is? [silence] Okay. Okay, I got 2019. I just wanted to make sure that I'm right, you know? Okay. So, to get to get on the computer?
22:00
Speaker 2
which on the summary. You need to access the user interface of the router. If possible, you can use a computer, okay, so it's much easier to troubleshoot the router. But for that, sir, we cannot walk you through on how to configure the settings on the router since your device is already in the A and the to support. This router, sir, is one of our legacy routers, or old routers. They were released on October of 2018 or it's on the version release um beyond that year. And this router only have a one-year warranty as well.
22:00
Speaker 1
Oh, I know, I know. Everything's going to die today. Everything's made, you know, in China, it's garbage. You know, you need to throw it in the trash can after one year. But this thing lasted, I think I bought it in '19. So I guess, I guess I got seven years. But why should the electricity, shutting off the electricity, cause this to happen? That's what I want to know. And putting it back on. Okay. All right. So what do I do? What does my wife do on a computer to go ahead and check this out? Does she do anything or do we just go buy a new one?
23:00
Speaker 2
Um I could also be possibly sure that when um when the electricity was off the modem as well was off they might be the modem like also did um an update under end that's why it's um the settings that's set up on the router it's no longer communicating because there might be there's update on the modem part. Um again sir that is your option if you want I want to get a new one. That's your option. But with this router, since we cannot walk you through on this one, if you have internet connection on your phone via data, you may try to use our AI tool that you can check it on our website support.linksys.com. Yeah, support.linksys.com. yeah support.linksys.com. Okay. Yeah. Yes. Okay. Thank you also for calling Linksys support. This is Carla. Have a great day.
23:00
Speaker 1
Ox Carla, Scarler where am I calling? Where? Philippines. Okay, thank you so much. Have a great day. Bye bye. Bye bye. [silence]
25:00
Speaker 2
you're welcome. Um. Philippines. uh, Philippines. You're welcome. Hope that we need to, goodbye.
25:00