Speaker 1
Welcome to Linksys support. Good morning, ma'am. My name is Mrs. Patel. I have a Linksys extender device, and it seems like I have a little trouble, uh, from last 24 hours, and I explain you what is going on.
00:00
Speaker 2
Welcome to Ink GPS 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. GPS.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Thank you for calling. This is Ai's. Charles helped me?
00:00
Speaker 1
going on what it is this one that what happened our light was of our light was of uh let you know our electricity was all so uh seems like they lose the contact uh my ex ex example extender lose the contact with my devices um of the one for the links um uh not router yeah router right and I try to work it out but um it's not doing the things and I explain you that which model number have and what you need information I maybe slowly are going I'm not a computer person I am 75 yeah old so I'm trying to think that how it will work okay right so let me right so let me explain you here we are talking about right now Links Systems what I have. Okay. I cannot find a serial number but if you tell me I will look for the serial number. So this is what it is. Okay. Be patient with me. Okay. It's the Linksys Quick Start Guide. It's um I have the model number of the Linksys um what you call extender right? It's um it's an extender. I have the model number RE6300-Re6400. Okay. RE6300-Re6400. That's what it's telling the model number. And this
01:00
Speaker 2
Okay. Okay. Uh, okay. May I just- All right. [silence] Uh, the the range extender is model R.E. 63.
02:00
Speaker 1
My name is it might be registered, or if we have registered last name Patel. My full name is Avi Nash. A-V-I-N-A-S-H. uh-huh yes you are right. I am the one I'm the one, I'm spouse. I'm the one that's talking but tell Amber. uh-huh yes ma'am I am.
03:00
Speaker 2
All right. Hold on. Let me verify first, ma'am. Your name is Amber Patel? AVIN. SH. patelsh? Abhinas patelsh. All right. So these are the one on the color. Already is shown patel Amber. So this is not you. Well. So you are patel Amber. So Amber is your nickname.
03:00
Speaker 1
My first name is Amber. I'm a wife. My spouse's name is, my spouse, me and my spouse. You're right. I got it. And I'm, I'm speaking with you, ma'am. This is my spouse. My husband. Okay, go ahead. Patel, five four six three at yahoo.com. Patel, five four six three at yahoo.com.
04:00
Speaker 2
and haveوأ نا ه all right, so let's uh record here your name Amber Patel, okay? Since it's your, you're the one calling, okay? All right, Amber, may I have your email address?
04:00
Speaker 1
My internet is provided by Xfinity. Yes, ma'am. Yes, we have this expander and this is in the computer room. See, I have two different location. My computer and next to that, there's a link extender, the one that I have a trouble extender that I have a trouble. My router and the modem is in the living room next to the TV. And two different location. So, my modem and my router, they are located.
05:00
Speaker 2
All right thank you Amber Patel, 5563 at Yahoo.com. And who's your internet service provider Amber? All right. Yes Exfinity. All right. And you have only one range extender Yes.
05:00
Speaker 1
underneath the TV in the living room. And this is like in one of my bedroom. Computer and extender. So far, I have been using this thing, I'm giving you the history. It's working fine. Yesterday, electricity was off, blinking and it went off for a few hours. Coming back, neither my computer is working or because it is also has to do something with my extender. So, that's what the difficulty I'm facing and I'm calling ma'am. I have my brochure. Aha, right. And I tried to do Yes, ma'am. Yes, it is on the wall. It's attached. Uh-huh. Okay, the one.
06:00
Speaker 2
okay. Uh-huh. Sorry. Sorry. All right. Hold on. Okay. Okay. You have the range extender with you, right? Okay. Okay. You can see the model number of that range extender. It's indicated there on the front of your range extender. There is the model, uh, model number.
06:00
Speaker 1
model okay okay okay I can take it and tell you I will read it okay just a moment can you hold on R E yes ma'am R E 6300 yes I can uh-huh yes I can seventeen X one one P zero seven nine zero four six six nine
07:00
Speaker 2
Yes, your range extender. Can you read that? Uh-huh. Uh-huh. Usually on the front, where there's the light, or the LED? Mm-hmm. Okay, that's good. Now, I want you to look at the back, or, uh, at the bottom of that range extender. There's a product label sticker, uh, on that range extender, and there's, uh, a serial number indicated there. Can you, uh, provide it to me? Mm-hmm. Serial number. Mm-hmm.
07:00
Speaker 2
All right. Let me repeat again. The serial number is 17x for x Ray, 11 P for Peter, 07 90 469. Is that correct? [silence] And this is the only links product you have, this range extender? No other links product? [silence] At your home? I see. So your links router is, uh, your router in the living room is also a product of links. Oh, what's the, what, yeah. What's the model of that links router? Mhm.
08:00
Speaker 1
6350. E A 6350. All right. I, well, it's not showing the green light, and when the green light is not coming on extender, my computer won't register, so my computer screen, there won't be any kind of the things, you know, but it is collect. the links router is connected underneath the TV, and it's connected next to the modem. Seems like that.
09:00
Speaker 2
All right. And that router is working fine, right? Only your range extender got disconnected. Okay. All right. All right, Amber, um, what? Amber, yes, what I want to know is your Linksys router. Is it connected and online? Your Linksys router. Yes, so your router is working fine, only your range extender, uh, is the one that's has a problem.
09:00
Speaker 1
Now, you know, that's what I think. Uh-huh. silence As far as my information is not blinking the light, so it's working. The router is working.
10:00
Speaker 2
Because, all right, let me explain first Amber, because all you have two links, it's product a Linksys router and a range extender. Now, you said that your power went out and when it your power went back, your range extender is blinking. Now, we can connect, if it's just your range extender that get disconnected, we can uh connect or add again your range extender to your router, but if it's your router also is disconnected, then we will have to set up your router first before adding your range extender. So, what I want to know is if it's the your Linksys router is also working or not?
10:00
Speaker 1
yes, yes, yes, yeah, yeah, yeah, seems like that. Yes.
11:00
Speaker 2
Okay. So you can access your internet, your phone, your mobile, your TV. Okay. Because if only your range extender is the issue, we can just add it up. But if the issue is about your router, then even though we do some troubleshooting steps with your range extender, it will not be add. If the issue is your Linksys router, that's why I just want to confirm that your Linksys router, the EA6350 is working and it's showing a steady or solid light.
11:00
Speaker 1
Yes. Yes, my phone. My phone is working. My TV is working. Uh, my box is working. Yes. It's a internet is on. Yeah. Yes, I'm clarifi- yes, I'm clarifying. Uh-huh, uh-huh. Mm-hmm. Please.
12:00
Speaker 2
so are you can confirm that you can access your internet on your phone you so you have internet only the range extender is not working we have clarified that all right okay since your linksys router is or connected and on on on line so we just need to add your range extender now the thing is Amber your range extender is already out of warranty it's warranty status ex repaired last 2020 so Uh, since your range extender is already Um out of warranty and since your router is also out of warranty Um recently your router is Um reporting IP conflicts and this issue may be also related to the one that you are experiencing with your range extender.
12:00
Speaker 1
okay, you can walk through but that walk through things you want I don't have to pay. Is that correct, right? How much it is, ma'am? 15. Okay, and where are you calling from? Are you here in used I mean, are you here in USA or are you somewhere [silence]
13:00
Speaker 2
out of RT. I could not provide you free technical assistance. But if you want me to walk you through the steps on how to add again your range extender to your Linksys router, I can walk you through the step but you have to apply for paid EKOUQum connect service. Okay. You will have to pay because our product is out of warranty. If you want me to walk you to the steps. I cannot. The paid support will cost you 15 back.
13:00
Speaker 1
Where else? Because no. Okay, where are you? Can I know which place are you talking? Uh-huh. Mm-hmm. So, you say that you can walk through and you and probably it will work, right? Uh-huh. We hope that it work, right? Mm-hmm. [sleep]
14:00
Speaker 2
No. We're not from the U.S. We're in the Philippines. Yes, if you pay for... (uh.) Yeah, we hope that it works and we hope that your link is water also is working or your internet is working because once we starting uh start the troubleshooting steps, we cannot guarantee that we can add your range extender, because there might be other circumstances. One is that your link is water may be disconnected. Two, your internet connection may have no uh connection. Three, uh it could be a problem with your range extender.
14:00
Speaker 1
Okay. Okay, I understand. I understood very well. And one my thing is before we start the thing, I want to make sure my router is
15:00
Speaker 2
So I can help you, I can help you walk you through the steps on how to set up again your range extender, but I cannot guarantee that we'll be able to add it because there might be other circumstances, but I will help you once you apply for the paid support. I will help you add the range extender to the best of my ability, but add that I cannot uh, guarantee that we'll be able to add your range extender because we don't know yet because once we start troubleshooting, um, that's the time that we will know the cause why your range extender got disconnected or there might be other circumstances, uh, that could uh, affect. Okay? Hmm.
15:00
Speaker 1
The router is working because it's not blinking. My TV is working. Also, my Internet is working. So as far as I'm concerned, my knowledge right now, the router is working. I mean, any any other guarantee, any other kind of evidence that if router not working. I'm sorry. So, so, you tell me that. How do I check my router is working? What do I need to do? Device. Which device? [silence] [silence] [silence] [silence] [silence] My phone is working, ma'am. My phone is an Internet, and it's a Xfinity is a provider.
16:00
Speaker 2
Okay. Okay. So that's good. Well, you can try to connect to your Wi-Fi. If your devices could connect to your Wi-Fi, that link says your router Wi-Fi name and you can access your internet then your router is working fine. You connect, you need to connect your device to the Wi-Fi name of your router. It could be your phone.
16:00
Speaker 1
And I'm talking on the phone right now. Uh, what's on? Okay. On my devices, let me bring my devices. I'm talking on the phone, two phone. So let me try to see on my devices, what is the name of the things too, okay? So let me get my phone. So that will help it. I know it is in the setting or something.
17:00
Speaker 2
Oh, that's a not a pass. Uh, your phone could be connected to your Xfinity, but not to your Lynx console router Wi-Fi. You have to know that your you have, your Xfinity modem may be a modem router type, so it may also be broadcasting a Wi-Fi name. You have to check, like on your mobile phone, check on the list of your Wi-Fi name. If you can see the Wi-Fi name of your Lynx router, what's the Wi-Fi name of your Lynx router? Yes.
17:00
Speaker 1
You know, and as far as, right now, I, I'm, came, here, on the, router and, the modem, and the modem, all one, two, three, four, five, six, one or two line is, two light is blinking. But, everybody else, like green, my, uh, links, me? You know, router is fine, it's, it's steady. White color, so, it seems like it's a working and now, uh, I am gonna, tell, you that, uh, what, is my, uh, in, my, setting. I'm going, my, my, cell phone, then, what does it tell me, right, now? Okay? So, that will help you, too. So, let's, go, home, and see, okay? Let's, uh, tell me, on my, uh, cell phone. What do, I need to, check, on the cell phone? Uh, uh, setting, just setting, okay? I'm going, setting and it says, Wi-Fi, setting. It says, links and, whatever the number it is. Uh- huh.
18:00
Speaker 2
Mm hmm. Yes. Yes. On your phone, go to your Wi,Fi settings. Yes.
18:00
Speaker 1
links, yes, WIFI name, ah, with the identification, whatever the link, identification, yes, ma'am, and it's a green light, WIFI is on, mhm, mhm, yeah, it is connected, mhm, mhm, mhm, [silence] okay, Google, okay, I can do that, okay, Google, I'm opening the Google, okay, [silence] yes, I have, I opened the Google, mhm, okay, um, and it says search, so I can search anything, it says I am on the Google, uh, huh,
19:00
Speaker 2
Are the those have quite a couple in this Wi-Fi name? Okay Okay Okay it's says connected Your Alright okay to try to open a web website on that phone web browser link google.com or Yahoo, okay open?
19:00
Speaker 1
L-N-K-S. what? [silence] Wait, wait, wait, wait, wait. Go back with the same thing about okay, hold on. Go back with the settings. [silence] Link, okay. L-I-N-K-Y-S, okay. I'm going to go with the setting. Link, okay. L-I-K-Y-S, link, L-I, right? [silence] L-I-N-K-S, link, right. [silence] Okay. [silence] it, says link router extender. Wi-Fi, it's giving me a lot of listing. What do I click?
20:00
Speaker 2
to type in links as l i n k s y S. Hit enter on what is the with S y S. S. Y.
20:00
Speaker 1
Okay, this is what is is is coming right now. When I'm putting the link things it giving me choice of the link router, Link Wi-Fi extender, link router login, Link extender setup, Link Wi-Fi extender setup. directory. Where do I click? The links only first one is saying links only. Okay, I did on the links. on the page links www.links.com. Then it say login, Link support, setup, trouble shooting.
21:00
Speaker 2
Okay. Do you see Linksys.com there? [silence] Try to click on the top, the first result. Yes, try to type... try to click on that first. And what do you see in the page?
21:00
Speaker 1
setting home Wi-Fi contact us, right now, okay, I, I, I took it out, I have to put it back because you were asking me the serial number, so I am plugging in, okay, and now, you, what you want me to do? Uh, you want me to see? Okay. It was there, this blue wire goes there back.
22:00
Speaker 2
six what's the light status of your range extender? [silence] Yeah. [silence] Uh, let's wait Yeah, uh, to check on the light [silence] because uh, if it's just uh, a power outage, maybe your range extender will uh, go back to its connection status. [silence] But if it's still blinking, then it means it got totally disconnected. Yes, sure.
22:00
Speaker 1
Your link needs to extend. We need to share. OK, OK, OK, OK, OK, hold on, hold on. OK. Yeah, well, I don't know. You can come here and see and do that one too yourself. OK? While I'm talking. I mean, it's easy for you to understand that this way is off. Yes, ma'am, I'm here. Hello? Sorry. I am on this phone. She's asking me. OK, ma'am. Go ahead and tell me. I have two different things going on. Conversations and that. OK, so go ahead. What are you saying, ma'am? Yeah, it's a blue cable. And that color of the color of the coded blue wire is going from the links extender to the
24:00
Speaker 2
So there's a cable connecting your range extender to your computer. Do you mean to say that your range extender is connected to your computer by a cable? [silence]
24:00
Speaker 1
the back of my main thing whatever you call brain and it's going behind that one right so that while when you ask me the serial number I unplug that same wire from my extender and I believe that one wire of the blue thing it's a blue colored coded one is going here uh from extender to the main frame of my computer in the behind. yes it's whatever you can say blue wire or cable how can I do that [silence]
25:00
Speaker 2
[KEEP_UNCERTAIN] and [silence] so [silence] your [silence] range [silence] extender [silence] was [silence] set up [silence] that [silence] way [silence] it [silence] is [silence] uh [silence] connected [silence] to [silence] your [silence] computer [silence] by [silence] a [silence] cable. [silence] uh [silence] because [silence] yeah [silence] because [silence] uh actually [silence] that [silence] range [silence] extender [silence] or [silence] you [silence] can [silence] connect [silence] your [silence] computer [silence] to [silence] your [silence] range [silence] extender [silence] wirelessly. [silence] uh [silence] wirelessly [silence] you [silence] uh [silence] you [silence] just [silence] call [silence]
25:00
Speaker 1
[KEEP_UNCERTAIN] OK. OK. I'm confused. Ma'am, go slowly. We're talking about right now, that cable is going the extender, the main frame of my computer in the behind. Okay, that's what. I got lost in that. So we are over death step. Now, you are trying to ask me that, you know, this extender, you can do the different way. So let's move on on the things conversation that where we are stopped by, because I got kind of lost also there. My spouse also, if he understands, he also can. So he's listening the conversation, too. [silence]
26:00
Speaker 2
He meant to say, John is- Get to distribute your internet connection to other areas in your home that is far away from your Xfinity modem or far away from your links' router. That's the purpose of a range extender. Now, your range extender, you just need to plug it to a power outlet and then it will broadcast your Wi-Fi on that area. So your devices: mobile phone, TV or laptop or computer- So your range extender, if it's already set up, you just need to plug it to a power outlet and you don't need a network cable. Okay. What's your style?
27:00
Speaker 1
Okay, listen to me. while ago, you asked my wife the model number and to look in the back of the uh uh Linksys extender, so she, she unplugged it and, and she gave it to you all the information. Now it is back uh in the wall connection and it, it has a one wire connection from the bottom of the Links uh extender to the, to the computer system. Everything, everything is done. Now
28:00
Speaker 2
if it is if it has a Wi-Fi a built-in Wi-Fi on it you can connect directly to your internet through Wi-Fi without using a cable [silence] Computer yes [silence] the lights. What's the color of the light of your range extender? [silence] So on your computer do you see the Wi-Fi icon at the bottom of the screen? [silence] Do you know the Wi-Fi icon?
28:00
Speaker 1
To click the enter on the keyboard, that's the way I always start, turn on the computer. But, yeah. We have a, we have this, hold on. We, this computer has a small box, which is what main frame or hardware connection. And it has a button to turn on the computer. And the light is on. So, computer is on, you are. Huh?
30:00
Speaker 2
[DOWNWEIGHT] So so it could be your computer is uh shut down or it's not turned on if you can see any uh on your screen maybe your computer is unplugged ok okay all right so if the light is on so if the light is on so if the light is on your computer should uh show a screen or your computer [silence]
30:00
Speaker 1
It's still the issue is on the, on the length extender if the, if the extender is working, it should show the green light. It is not showing the green light. Because, because right now the the length extender is not working. I'm showing, I'm telling you it is showing only yellow light, it should show the green light.
31:00
Speaker 2
Sure. all right, so we can set up your range extender, but I have to uh set the expectation that even if we were able to set up your range extender, your computer screen is not showing any display, right? No. Yes. Uh, let's forego that range extender. What I want to know is that your computer, uh, screen doesn't show anything. Even without your range extender, your computer should show you a display or it's home, it's settings.
31:00
Speaker 1
[KEEP_UNCERTAIN] no no no no no without the that is the reason that is the reason we have this uh Link's extender in this room why would why would we need an extender in this room to to to turn on the computer ? why don't you are saying you can uh you can uh activate the like links uh extender ? why don't we first do that make it the green light then the computer will come on ? [silence]
32:00
Speaker 2
[silence] able to open your computer [silence] even without a range extender. [silence] Even without an internet. [silence] Your computer should have a display on its screen. [silence] It's black. [silence] The reason why you have a range extender [silence] is so that you can access your internet, [silence] so that you can open Google, [silence] yahoo.com [silence] YouTube. [silence] But, [silence] even if [silence] but [silence] Yes. [silence] What I want to say if [silence] Sorry, is that even if we [silence] were able To make your range extender show a green light.
32:00
Speaker 1
links, uh, extender, uh, extender is. I'm telling you, Ma'am, that, uh, any, anytime we work on the computer, the links uh, extender always shows the green light. Right now, it doesn't show the green light. Yeah, right now it is not showing anything because, because my my links are ex... I'll call you back.
34:00
Speaker 2
No, it separates. Or, it separates. Even without the range extender or with range extender, you can open your computer. You just need to go to its setting. There should be a display on your computer. Yes. What I want to know, sir, is that your computer screen is not showing any display. It's black, right? Right. Now, what I want to what. Yeah. What I want to tell you so is that even without internet, even without range extender or without router, your computer will turn [silence]. Turn on. Because it's a device, like your phone. Your phone, even if you have no Wi-Fi, you can turn on your phone. You can make calls. And your computer also. You can make, uh, open documents on your computer without Wi-Fi. You can access your computer settings. You can open your computer display. But since it's [silence] that's fine. If... Yeah. [silence] All right, that's fine. Okay, that's fine. Since you want to go on with the range extender, but I have to set expectation that your computer is not showing any display, so even if we set up your range extender, it might not be able to work because
34:00
Speaker 1
cannot open it let's talk right now on exten. Okay ma'am can we move on? Yes ma'am I understand we realize it we will move can we move on the how to fix the extender? That's what we're calling you after the work done I'm going to pay you. This is not right the things to pay you before what is the reason to?
36:00
Speaker 2
OK. OK. That's fine. So let's proceed. Is if you want? I just want to inform you that your computer is not showing in the display. So, even if we set up your range extender, then you may have to talk to a computer guy with regards to your computer. Okay. [silence] Yes, sure. All right, that's fine. So, I'm opening up my tools now so that we can process the payment. Are are you going to use your card Amber? Right. Yes, uh,
36:00
Speaker 1
even anybody have not started yet. I'm telling you, I'm not paying right now. I am working with you right now. Once work is done, then I'm going to pay you. Ma'am, I don't understand it. You may have not started a work. We don't know how I'm going to pay you. And you're in the third country. Can you believe that?
37:00
Speaker 2
Okay, Amber. All right, Amber. Uh, let's calm down. I'm just explaining you the details or information, all right? So, um, the name on the card you're going to use, the, the first name. Okay. No, uh, the paid support handler is that you will have to you will have to process the payment first before we do the troubleshooting. Uh, yeah, we can do process the payment because we have our tools here. That's why I'm asking. if you're uncertain, I can just send you the guide lines on how to set up your range extender and and that is free. I'll just send the guide lines. Yes, on your email. So that you can receive it on your email. And then you just follow the guide lines there. And that is free. You don't have to pay. Because it's free, the guide. Yes. All right. Because that because your product is out of warranty Amber, so that is the process. If the product is out of warranty, we cannot provide you free assistance. [silence] Uh now I've already mentioned to you Amber that the paid support will only cost you [REDACTED_PAYMENT_DIGITS]$ US. We've already talked that and discussed that. And you have agreed to that. I already told you. And that that's why I also informed you and set an expectation that it is a one-time non-refundable technical support and I will have to process the payment first before you we proceed on troubleshooting. Now I'll just send you the guidelines and then follow the instruction and yes. Yes, because uh your wife is already uh Irish. [silence] So, I will send you the guidelines to your email. Amber, so just check your email. Uh, patel55631@gmail.com. I'll be sending the guidelines there. Okay. You're welcome. Thank you for calling Linken and Amber. Take care. Have a great day. Bye. You can end the call now. Since I'm not hearing a response, I will end this call in 10 seconds. Hello? Amber, you can end the call now. Hello? Amber, you can end the call now. Hello, Amber, you're still there.
37:00
Speaker 1
अवारा सावित traités नहीं लेटा, अभी वस्त Від('@') annual ग्रमा है, फिर प्रायवेट वस्त वो और हाथ वह फासिये देता है वोँ आपने अपना स्वकार्य स्मarti करें और पूछमाओं कि, सूषे श demandant क्या हुआ और लेट स्कव хуन्हा था। अब लेक कोई थी होगी, इसलिए कि भार उत्तिस तो, फेरेनत्य की तरह। मेंब lead फ्लैरेन निकले, उलिंगे lead रेट...
43:00
Speaker 2
You can end the call now Amber since
43:00