Speaker 2
Welcome to the Channel Support Service. Some calls and messages may be monitored to ensure the quality of your services.
00:00
Speaker 1
Hello? Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Диктуй за секунду... [silence] Эту диктуй за секунду... где вышла, ехала куда-то к врачу, что-то врачу. Мы же будем еще не сдавать, Ташма даже поняла, что это поддержка, ох, ну ничего такого Ташма не говорила, этот матч не, может просто нет такой точки, нет такой точки. [silence] Ты поняла, что это поддержка, а, ну ничего такого Ташма не говорила, этот матч не, может просто нет такой точки, нет такой точки. [silence] Нет такой точки. [silence] Achtung! Dieser Beitrag wurde maschinell übersetzt.
11:00
Speaker 2
Hello, thank you for calling Link Systems. My name is Bella. So, is this your first time calling?
27:00
Speaker 1
hi I called uh your number yesterday and I spoke with Gerald I'm having uh linksys router model number and X 6200 and um the problem started last Sunday uh when we started to get short interruption with internet uh connection I called my internet service provider which is Verizon they checked everything on their site and that was uh correct and because it um they sold me that they reset the modem they asked me to reset the router that they couldn't traveler shoot any further because uh it was my private uh router and not Verizon router so yesterday um uh i called Linksys and i spoke with one of the Linksys technicians and he went through troubleshooting with me and uh it has been discovered that the firmware uh was not updated since uh the initial installation which was about two years ago so we updated the firmware uh i believe to the newest one and he he changed some minor settings and he told me that there was possibility that the problem with um interruption uh to with connection to the internet was due to this firmware not being upgraded uh when the short interruption happened uh i'm watching the router and the the light on the router router would turn, would then red at that moment. So, uh, I finished the talk with Gerald, um, yesterday, um, maybe around 1:00 p.m., um, uh, local time. I, I am in New York state. And then, um, everything was, seems to be correct. And I also work remotely at home using the internet. So today, everything was okay when I worked remotely. But the problem started again today at, um, around 6:00 p.m., um, our local, New York, um, time. When we again started to get those short interruptions and the router would, the the light on the router would turn, red. Currently, um, there is no problem, but it's it's it's hard to predict when it can happen and what I can tell you for sure that during one hour between 6:00 p.m. and 7:00 p.m. uh uh there were at least six short interruptions and um and the connection comes back but um it's it's it's going to be a problem for me when I work um remotely at home. I work for the hospital so it's very important that uh my internet is not interrupted. For that reason, I'm calling back hoping that you would do some uh maybe you have some diagnostic test and um you would know what's going on. [silence]
28:00
Speaker 2
Alina, red means percent. That the linksys nodes got disconnected from the internet source. Your linksys nodes depends on the internet service provider. While I do understand that your internet service provider have informed you there's nothing wrong with the modem, but it is also important for us to know if the modem has been physically checked. For example, on the, uh, to check the modem, you need to connect a computer or laptop directly to the modem to check if the connection is really stable. Now, um, if that is stable, then that's good, but if it's not, then you need to replace the modem. So if that's going to be the case, um, solid red means there's no internet connection. Then you might, we need to bypass the linksys first, that's what we do, and that takes time to ping the modem device. So we can isolate
31:00
Speaker 1
what's the color on the nodes? Currently. Just a second, because I'm not sitting there. Just a second. The light is currently a solid white, so everything is currently okay. Because, like I stated, it's intermittent. Not... Yes. [silence]
33:00
Speaker 2
[Silence] But could you just confirm what colour is the light? from your Linksys right? Oh It's solid white at the moment [silence] and it was intermittent before, right? We have upgraded the firmware already all the settings was already adjusted [silence] so currently it's solid white light. [Silence] we can't see anything wrong with your Linksys at this moment. [silence] any notice during this period? [silence] and you doen't want this problem maybe power cycle your device. [Silence] also if there will be like storm in your Location it might be one of the reason. [Silence] How far is your Linksys from your router? [Silence] how is the environment where your router located? is it near any cabinets? [Silence] you are near to your Linksys? [Silence] just try to power cycle your Linksys.
33:00
Speaker 1
The problem is that when the light goes red, it's usually very short time, usually it's less than one minute. But, uh when I-- when I dialled your number, I was waiting, listening to the music for 20-- about 25 minutes before I could hear anyone. So, that may not work. [silence] I--I wish it could.
34:00
Speaker 2
it goes back to red again. Please call us back. So that's the time we can run the diagnostics. Because if it's working, we cannot see the real time diagnostics for that. Yeah. But um, um here's the thing okay? I thought it went offline for a very long time. Then that's gonna be really a problem. If it just turned um red just for a minute, then that should be just a.
34:00
Speaker 1
This is what, what happened, this is, this is what happened today, but, but, but it was, it was good all day because my husband is waking up at 6 a. m. and switching TV. Everything is okay. I start to work at a. m. and I work till about 4:00 p. m. Everything was okay. The problem today started at 6:00 p. m. and between 6:00 p. m. and 7:00 p. m. there were at least six short interruption. Maybe the first was, the first one was probably the longest one.
35:00
Speaker 2
connection between the modem and the Linksys. Now, you will be worried if the time comes where it goes to red for a couple times in a day, like multiple times, so that's really a problem
35:00
Speaker 1
and the one that followed wasn't shorter. Maybe the first one was maybe about minute or two, but the next one was shorter since about 7:00 a.m. because I was ideally on number around 7:00, I think, and I was thinking, oh my God, if you need me to go to my account online and the interruption happens, I'm not sure what could be done because yesterday when I worked with your colleague it was during all that time, everything was correct. There was no interruption. So you you suggest that there is possibility that it's modem that's failing not the router.
36:00
Speaker 2
Yes, because everything has already been adjusted for your lenses. And the firmware has already installed with updated software. [silence] Yes, because everything has already been adjusted for your lenses [silence] and the firmware has already installed with updated software. So what, even though we have already fixed that if the same issue occurs then we have to double check the modem because it's showing a red light. A red light, it means it's a disconnection from the internet source. You can request to check, to physically check the modem device because the Linksys main node is connected wired to a port at the back of the modem. Now, to check that it needs to have a computer or laptop connected directly to that modem from the [silence] and it requires to perform a ping. And that's how you can check if the modem is giving data seamlessly. Because we've already done what's what you call this, what should be done on your Linksys device. There's not a problem.
36:00
Speaker 1
And so I'm having a laptop. I'm I'm sitting in front of my laptop. So is it possible that you would instruct me how to perform this modem modem test? The modem is from Verizon. Is it possible to that?
38:00
Speaker 2
and with the settings and the firmware. So, if it's still the same, uh we will need to bypass that. Uh we will, this time it would need to be checked first the modem device because even if you reset the linksys and if it happens again, then it's still going to be the same. So, it means that we need to check the internet source this time. but I would uh suggest, uh since we don't have really a knowledge about how the modem device works, we can check how if it's um connecting. Currently, it's connecting, but the ping requires a long time to test
38:00
Speaker 1
so do you suggest that I should go back to and call Verizon and tell them okay, everything was already checked on on site of my router. And according to links, it it worked correctly and ask them to perform that test on their side because I believe they they they make they think okay. I I when okay, when I call Verizon yesterday morning before I call Linksys. Because I called Verizon, Ethan.
39:00
Speaker 2
for example, we need to test that for 24 hours, uh just leave your laptop connected to your modem. Run the ping continue with ping for 24 hours, so it would be checked if there's a time out on the data. That's how the test works. Yes. Um, yeah, it it is called being yeah yes
39:00
Speaker 1
Before I started my work thinking what was happening. Um, they, at that time, uh there was connection and they, but they believed me that they were shot in the process. So, even the, the, the, the, uh, agent didn't tell me specifically that he performed that test. But, he checked and he said that, that everything was working on, on their side. But I'm not sure because I'm not sure if he really run a, because they have probably different method that tto see if the modem is, because he said that he reset the modem and he looked at, at, at, something on, on his site and he told me over a phone, it wasn't like technician coming to the house, but it was done over a phone. He told me that they don't see any problems. Hello, on their side at the moment, I'm not sure if.
40:00
Speaker 2
Okay, I understand that. Yeah, I understand they have informed you that. However, their only visibility is the connection that the modem receives with, which is the internet connection that comes in, comes into your modem device. Uh, they have provided this device so that you can connect it to your router. Now, uh, what we need to check is this modem device, not the internet connection that they see. So, um, again, they, you cannot really specify or verify the connection of this modem device if you cannot connect a computer or laptop directly to it and then perform a continuous ping. That's how you really check this specific device. Um, your internet connection might be okay. It can go inside the modem, but the question is this modem device is given...
41:00
Speaker 1
Yes, your colleague yesterday asked me to perform this pink, uh, test. We we did the pink test. Uh, but I'm not sure if this, this pink test was testing the modem because it was run over about. So, the pink was, the the pink test. T. Okay.
42:00
Speaker 2
what you call this? If this connection is stable, going to the Linksys, that's the, that's what we need to check there, because the Linksys still um shows a red light, even though we have fixed the firmware. So what's that, that's what we call ping, PING, ping the modem. Right? Yeah, we, I have checked here, it is not the modem that you pinged, it's the linksys is responding very well. So there's nothing wrong with the Linksys's IP address.
42:00
Speaker 1
So I will I would try to reach out to to to Verizon one more time and and tell them that you did everything on your side and doesn't look like the problem is with the router that might be the failed connection um from the from the modem to the router and and it's rather the the problem with the with the modem and not not the the router.
43:00
Speaker 2
this time you need to ping the modem device yeah the Linksys has nothing um there's no packet loss or request timeout for your Linksys system so that's already been checked now we have to double check this time your Verizon modem device uh to check if there's really a difference sure yes
43:00
Speaker 1
The router. Because I don't have... Okay. All right. So, I will call Verizon and I hope that they can perform that test on their side without coming to the house because I have to go to work tomorrow. The hospital depends on my work and I have productivity requirements and I cannot call and say again because yesterday I took half day off in the afternoon when I was troubleshooting with LynxSys because I couldn't focus on work with all those interruptions in the morning.
44:00
Speaker 2
Yes, you can tell them, um, the modem device needs to be checked this time. Links this has already been checked and the firmware has already been updated. You can tell them. Mm-hmm. Sure. Okay.
44:00
Speaker 1
For some reason it comes it comes like it was going on yesterday before noon but not after the afternoon not today it just started again today at 66 PM. Okay so I I I will call but just just just in case because what what the day you what the day in initial suggestion from Verizon yesterday was uh okay we can send you our own router they didn't they they would rent their router for free because they their um um their um um according to them there was no problem on their side. According to them the problem was with their router. But I'm not sure. how uh how deep they went with their troubleshooting yesterday because you know when when when because it's intermittent and not like uh all the time it's it's harder probably to troubleshoot okay i'm ready what's what's the case number okay I will read this back the case okay
45:00
Speaker 2
Okay, all right. Yeah, that's um, that needs to be checked as well. Okay. All right, I understand that. Yeah. Um, since we've already done what's needed to be done for the links is this time it we need to double check now the modem device. So, just in case if you will call them and you need to close back, you just have to keep this case number so we can pull up your record easily. This is 132624
46:00
Speaker 1
The number is 1, 3, 2, 6, 2, 4. Okay. Okay. And do you have on because I I can get through my credit card record when the router was installed because they may ask me, I know it was about two years ago. Do you have this on on your record handy? So when the warranty started, what's the date for that? [silence]
47:00
Speaker 2
Yes. So, if you call us again, just present this case number so that we can pull up the record here. Okay. And then we will know what we can do in case if the Verizon will refer you to us. Yeah. We don't have a specific proof of purchase record, but we have a record for the warranty of the device. But that's correct. Yeah, it was two years ago, if we can check it here.
47:00
Speaker 1
The war can go star, [silence] My, male after. Yeah, so after a, how long is [silence] the the the war can [silence] tip. Okay. The [silence] because my know that May Yeah. So [silence] he ends his years to me because my borrow this this particular model, 6S. [pause, pause] before that, I said all the model on linkses and and I [silence] I finish my work and [silence]
48:00
Speaker 2
You first connected your Linksys by the month of May May 2024. Your Linksys has three years warranty. And it's still in warranty though. So, in case if um there would be a problem we can still assist you with the forms.
48:00
Speaker 1
right after I finish my work like at at 4:00 p.m., uh I I didn't have internet access and it looks like uh it's the problem was on my side, not on the uh my work site because sometimes they also have the problem because we didn't have um the internet at any of our devices. So at that time it was May [REDACTED_PAYMENT_DIGITS] When I call Lyksis, uh I was told, you know, that's uh is very old device. Uh interruption can happen. And we we advise you to get a new model. And um and that's and so I I went with that option. I agreed. Uh I paid with credit card for this new model that I'm currently having. But I asked but I said, uh so how about tomorrow Morro. I have to go to work. What's going to happen? And because because the shipment, even it was overnight, I still had to wait at least probably one day. And I was told so, we can fix we can fix this the old modem for now. But when you get the new one, then call us back and we will help you to to switch. And this is what happened. So, what I see that that that you had some possibility to fix things. Um that's why I was thinking that this time it's it's it's a similar um similar issue. The other thing that I am a little bit upset that this this current, the previous and also the current Link is is modem. I'm sorry. What's your problem? The router was installed. I was following just all the instruction of Lynx, his representative to install. And I was told that the upgrades would be done automatically and I that I don't have to worry. But what happened yesterday? It has been discovered that the firmware was never updated that it was the initial the the initial one from the time of installation. So I see that some of the the the the issue is on part of the Lynx. Of course the the employee who was that will me yesterday on probably could not answer that question, but I know that for sure because probably even without me asking, I was I remember I was told. uh you don't have to worry the the software will will be upgraded automatically but this is not what happened and you proved this to yourself yesterday uh
49:00
Speaker 2
I understand your disappointments and we apologize for the inconvenience. However, you need to also double check if the automatic updates was turned on on the settings. Because if that's turned on, then the firmware is automatically updated. You don't need to worry if it's not updated because anytime we can update the firmware. You just need to call us, ask us if the firmware is up to date and we can help you over the phone. There's nothing to worry about that. You we cannot really actually to be honestly blamed on the other side, which we've already done our best to help you with your services. [silence] But if the same issue still occurs, then we need to check the Verizon.
52:00
Speaker 1
Okay. Yes, but um, but is it possible that that Verizon can reach out to you
53:00
Speaker 2
The Linksys depends on your Verizon modem connection. That's how we can determine or isolate the problem, where does the problem coming from? We need to check both of them. You have already bypassed the internet connection which what we always do is to check first the source. So we can check if it's the problem from the internet source. If yes, that's the time we can check your Linksys. But that that that that is not what happened because you want to check your Linksys yesterday. So we've already done our part. Now we we need to go back to the internet source to check your modem device. because without it we cannot determine where was the problem because we've already fixed the Linksys.
53:00
Speaker 1
because sometimes technician can and technician can ask more specific question and it's more easier to troubleshoot if technician talks to a technician because what what I feel what I have to do I, I have to reach out separately to linkss and reach out separately to Verizon and eventually uh to give the feedback uh from by myself from each company. Okay. Okay. Okay. Okay. [silence]
54:00
Speaker 2
What will happen is you will really request a technician to go with you to your location so we can talk with the device physically. We cannot talk without the device because the technician also needs to check, personally, the device. Yeah, um, if you, if you have the time, then you can ask their technician to go and check your modem device personally.
54:00
Speaker 1
Okay, I would, I would try to do this, but I'm so, I'm very, very frustrated because the pressure that I have to go to work tomorrow, um, and you, you never, okay, it's okay for you, but it's not okay for me. This is what I am saying. Oh, okay. I would try to reach out to Verizon then and just, just in case I would like to get your, uh, can you spell me your name, please? So I would have the records of the conversation. Okay. Um, uh, how, I, I'm sorry, I couldn't get because you are spelling so fast. Would you spell it slowly?
55:00
Speaker 2
physically. And if you want them to talk to us, that's okay, as long as they are with the device. Uh-huh. It's okay. We do understand that. Uh-huh. Uh-huh. Bell, B-E-L-L-E. You can refer to your case number. Uh-huh.
55:00
Speaker 1
[silence] Belly? I'm not sure how do you pronounce? How do you pronounce? Belle. Thank you, Belle. Thank you. Okay. I would thank you. So, eventually, I hope I won't have to call you back. I hoped Verizon would fix this. Thank you. Have a good night. Thank you. Okay. Bye.
56:00
Speaker 2
It's B-E-L-L-E. Yes. Just bell. Yes, that's correct. You're welcome. No worries. You're welcome. You too. Good night.
56:00