Speaker 1
yes I'm having some trouble with my internet connection um the the link this router seems like it's got a connection but when I keep checking it like on my phone
00:00
Speaker 2
up to link service, 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. 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. Uh, this is Raquel and how can I assist you today?
00:00
Speaker 1
It's saying no Internet connection, and then I'll try to open an app and I'm not getting anything. And then with like my PlayStation, you know, I try and get that set up and it did the download earlier, but like it won't move on to the game. It's saying like the connection's failed and I contacted the ISP and they could see the router. So, I'm not sure where the disconnect is coming in from. One second please. The serial number is [silence]
01:00
Speaker 2
Okay, I see. I understand. So possible that all your devices wired and wireless is showing no internet. And for me to address that properly, may have the serial number of your lynx router that can be found at the bottom. all right, no worries.
01:00
Speaker 1
32x-ray to... to Internet 0 Mike 2 Alpha Bravo 0 0 um no I don't believe so 1848 5 8... 850 7972216 uh just well, I just I just need help oh [silence]
02:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. all right. thank you. Let me check the serial number. And is this your first time calling Linksys? Okay. Let me check your record here may have your phone number. let me pull up your record using your phone number. Mm-hmm. Mm-hmm. all right. Thank you. Let me check using your phone number. All right. Seems that the phone number has no record. How about an email address?
02:00
Speaker 1
help with my links is router. I don't want to go through all of the if I have an account, I don't I don't need that, I just need help. Uh, just Jason. [silence] Yeah, I have, I unplugged the power for two minutes or more and then I unplugged the port while the power was still unplugged for more than like two minutes. I've done the factory reset of, you know, using the like a toothpick to hit the red factory reset button. And now I can't even connect to like the to-bee channel, you know, which would show like regular internet just for the TV itself.
03:00
Speaker 2
Understand. How about your first name and last name, to address you properly? All right, thank you, Jason. And while my system is checking the hardware warranty of your Lynx router, have you tried unplugging, like, perform boot-up sequence of your router and your modem? [ silence] I see. So have you been you performed actual troubleshooting?
03:00
Speaker 1
So I believe sonic net is the ISP but fastel is who we go through for like, you know, troubleshooting connection issues. Um, I don't. My Apple doesn't have that ability. I have like a playstation that I, you know, has the port.
04:00
Speaker 2
settings on the router. And and just to verify, may I know who's your internet service provider? All right. Got it. And do you have a computer that can connect using an Ethernet cable. Okay. Okay. Understand. And basically, going back to the hardware warranty of your linksys router, Jason, just to set your expectation, it's already expired. That was uh June of 2023. And to set your expectation, if you wish us to further troubleshoot your linksys router, we do have this $15. This will cost uh this is a troubleshooting session lasting for
04:00
Speaker 1
Yeah, I don't - no, I don't want to pay for any kind of service. I just thought I could call you guys for normal, uh, troubleshooting.
05:00
Speaker 2
one hour if we determine your device is defective and unable to resolve your issue, no refund or replacement will be given. Would you like to avail of this troubleshooting only? The plan is we can try to reset and reconfigure your links to router, check the port if it's detected properly, we can access its settings. If it still the same, no internet, the best route is to check your modem. You can use your playstation, connect it directly to the modem. Make sure the modem, the playstation itself can get online when connected directly to the modem. If not, then something's wrong with the internet box. Understand. Okay. This router is actually a plug and play. It should be able to get internet. So, my best recommendation is to check first the modem. [silence]
05:00
Speaker 1
Okay, yeah, I don't I don't believe there's I mean, unless the modem is what the you know, the home builder put in. Um, like I'm only using the router, not a And it shows No, that one goes the internet cable goes straight into the wall port and then the wall port connects downstairs in the garage, which is where I'm at now and the ethernet signal is flashing like a slow flash.
06:00
Speaker 2
Uh them. Um you MAT use your um GAME console connect it to the word and check if it can get online DIRECT to the modem. Um you he mean the ethernet cable coming from that internet port at the back of the Lynx router. It's direct it's connected to another box right? Okay. Okay understand you may if if your game console is near to that mouse roach you can actually disconnect.
06:00
Speaker 1
Okay, yeah, I'll I'll try that. I appreciate it. Oh no, that would be it. Thank you. Bye now.
07:00
Speaker 2
Connect the ethernet cable from that internet port of the Linksys router then connect directly your gaming console and check if it can get online. If not then you may need to check the internet box and call again your internet service provider. [silence] You're welcome. Anything else? Other concern for Linksys? All right this is this once again Rachel, Jayson and thank you for calling Linksys. Have a wonderful day. Bye bye.
07:00