Speaker 1
Yes. I've been having trouble with my Wi-Fi in my router for about a month or more now, and it's, it cuts in and cuts out all the time. Um I contacted, um Xfinity, and they've troublechecked my Wi-Fi three or four times, and it's working fine. Um are you able to pull up my prior case numbers to identify my record?
00:00
Speaker 2
Welcome to Linksso Informatica support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.informatica.com for more information about your product. Thank you for calling Informatica. This is Vince. How can I help you?
00:00
Speaker 1
I think so the same number for you. Uh, yes, I I called the same number I had for you, but I'm on a different phone because I'm having trouble with my phone. I'm on my wife's phone. Do you need the number associated with my account? Well, you mean my number or your number? Okay, 540-478-4848.
01:00
Speaker 2
Yes, let me check, sir. Are you using the same number when you called us previously? I see. Yes. What's the number you used to contact us before? Your number since you mentioned that you've called us before.
01:00
Speaker 1
484. Yes. And I have a case number here. If it's helpful. It's back from years ago. uh one two zero six eight three two four. six. No. one two zero six eight three two four. And I have another. [silence]
02:00
Speaker 2
540-478-4848 what's the case number sir? one two zero six eight six zero four pause 1206 pau
02:00
Speaker 1
Ahead. Yes. And I have another case number also. Okay. No. It's been, that was in, one of them was 2022. I'm sure I've called since then, but there is another case number that might be more current. I'm not sure which is older. Would you like that? 1 5 4 6 5 9 1 6,
03:00
Speaker 2
1-800-683-24. Is that correct? Uh, I don't think we have that case number you provided sir. Is it recent that you called? [silence] Yes. Let's try that. Yeah, let's try that. 1-800-683-24.
03:00
Speaker 1
Yes. OK, so neither one came up. Uh, that one might have been for net gear that the one that was for Velo was one two zero six eight three two four, that's the first one that should be correct. I'm looking to see if I have another one.
04:00
Speaker 2
Five, 916. [silence] Uh, there's still no, uh, record on it, Sir. Yeah. Uh, are you sure it's the Linksys Technical Support you called? I see. Uh-huh.
04:00
Speaker 1
I do see another thing okay David Irving I R V I N G D D as in David D H I three at comcast.net I do have a more recent case number I found no it's only one D D that's correct that's correct I do have a case number from the left side starting at four seconds and ending at forty-nine seconds which is
05:00
Speaker 2
that's fine, sir. Uh, let me wait a record for you and see if your name pops up. What's your name? David. And your email address. D AR. Your email address is D for David. And then D H I. All right. D H I 3 @comcast.net. Number three 3 @comcast.net.
05:00
Speaker 1
Okay. Okay. Okay, that was a different issue. The issue I have now is I have two systems in my home. It's the home is large and it's spread out. My main parent node is for a model MX8500. That's I believe a three pack, might be a four pack. I can't remember. I found let's see, one
06:00
Speaker 2
OK, I think, uh, there's one ticket that's showing here. David Irving and all right, uh, you're, you called because you cannot connect your camera to a 2.4 band. That's the record we have here. All right. Hmm. OK. I think it's tree. So you have another link. This router flow mesh.
06:00
Speaker 1
My issue that I'm having is my Linksys kept cutting out. It would go to it would go to red light. It would work, and then go to red light. And it did this a lot. So most recently, what I did, I mean, I had already unplugged the modem and unplugged the parent node, and then plugged back in the modem, waited, and then plugged the router parent node in, and then plugged in the remote nodes. And the remote nodes, they even the one for the 8500, they would all turn red eventually. So what I did, I had some old notes. I brought all the nodes into the same room, near the parent node, I, unplugged the modem, plugged it back in, unplugged the parent node, plugged it back in, and then I plugged in all the other nodes. Um and that's supposed to connect them I believe. Now, they appear to be, uh, my parent node has a blue light. Well, let's see. All three of them have a blue light now. of the 8500. On the other nodes for the 2200, those are not a real blue light. They're well, they're kind of a teal color light. Does that make sense? One of them keeps, it only comes up red. The other three
08:00
Speaker 2
All right. Let me, yes. Let me verify. So, the mesh system you have with the model MX1500 is working fine. It is your mesh system. Yeah. Okay, David, I need to clarify for your, you have two mesh systems, right? The MX50 and the AC2200, all right? So, your MX50 is okay, but it is your AC2200 that's having an issue. Is that right?
10:00
Speaker 1
it appears that the 8,500 I get all blue lights now and they aren't going out while we have them all together in the same room. I haven't plugged them and moved them to the remote locations yet. I wanted to call you while I had them together and the That's correct. Right. well no all of them the the 8500 the parent node would stay blue. Sometimes it would turn to red and the rest of them also would turn to red shortly thereafter and I would have to unplug and reset them. Now,
11:00
Speaker 2
your ma X 65 is working because it's still showing a solid blue light okay while your a 2200 it's the one you're having issue because you mentioned there light sometimes blink all right now yeah
11:00
Speaker 1
Since I've got it close to the parent mode, they all seem to be working okay now, the 8500. I'm keeping my fingers crossed. I think it's okay. But the 2200, those are the ones where three are teal color and one is red. And I have them right next to the parent mode. And I'm trying to make sure, I'm going out of town and I've got to have it working while I'm gone for security and I'm trying to make sure they're connecting
12:00
Speaker 2
Yes. Okay. All right. So your AC 2200 actually is the problem because this router you have is model EA8300. It's part of the E series from Linksys product. And these router is. Already out of warranty and it has also reached it's end of life and end of support. Its life cycle phase has already ended. So this router is no longer supported by Linksys. This router is using an older technology and it could be the reason why you're having issues with its connectivity. So since the product R8300 is already out of warranty and we no longer provide technical support with that what I can help you with, David, is to send you the end of support home networking setup guide. in that way, it could provide you some end of support, fix it service issue or guide
12:00
Speaker 1
Now, before, when I talked to you in the older case numbers, y'all were able to get them working, the AC 2200. You could get them working. You're talking about the MX 8500, correct? How old is that?
14:00
Speaker 2
No, that was, that was the MX-8500, the agent you talked about before last year was able to help you troubleshoot those nodes because last year you're product was still in warranty and the agent provided you some technical support. But, yes, the MX-8500, but that was last year you're product was still in warranty, but this year if you're talking about the MX-8500, it's already out of warranty. Now, if you want
14:00
Speaker 1
Yes. How many? Okay, that was the start date. Okay. Okay.
15:00
Speaker 2
next 8,500. It's already, uh, I mean, six years because it's warranty start date uh, it's warranty status start date is last 2022. And yeah, that was the start date of its warranty. And its warranty end date was last year 2025. And last year, the agent was able to assist you, provide your assistance because it's still within the warranty last year 2025. But now this year, the product is already out of warranty and we cannot do any more troubleshooting with that because your product is working. It is the issue with your EA, or your EA, AC 2200. And with regards to the AC 2200, as I've mention. We no longer provide technical support with that. We cannot do any more troubleshooting steps because that router is all is using an older technology, and we no longer have any resources with that. What we can provide to you is an email support to the home networking setup guide with regards to and of support products, link this product. And that email contains some self-service help guidelines to address your concern with regards to your AC 2200 like configuring your Wi-Fi settings, setting up your router, optimizing your home network or trouble shooting. [silence]
15:00
Speaker 1
So are you telling me that it, like before when they helped me when it was in warranty, they told me that they would be compatible together, the 8500 and the 2200? Are you telling me now by going through my own the instructions you send to me, I can still get it to work? Are you telling me it will no longer work with the two?
17:00
Speaker 2
yes yes yes your AC 2,200 reached its end of support doesn't mean that it doesn't work. What it means when it's reached its end of support is that we no longer provide free technical assistance or any technical support because that product is no longer manufactured or sold by Linksys. So we no longer provide [silence] I wish the park. But with regards to its a condition it's still a working router. It still would work. It's still function. It's just that we cannot provide you any technical assistance because it's already out of our list. Yes. It's already out of our list to provide support. But it's still working. It's still in good condition. It's just that the warranty status means that we no longer support it and the end of life means that it's already have no any updates for security or firmware because that router is using older technology. But with regards to its function or condition it's still working. It can still be added. That's why uh the email that I'll be sending to you which has the troubleshooting step for common connectivity issues, it can still uh assist you with your concern. You can still
17:00
Speaker 1
okay one question I have for you. I, I don't have an ethernet plug for a newer um, for my newer computer, on my new computer. And I'm having to use an old computer. And before they had me connect all of them through the older computer. In other words, to give me support, we had to connect hard wire through an ethernet cable to get them all configured. uh, is that still required? Because what it told me was, you know, once we got the Wi-Fi working, is to unplug the parent note, plug it.
19:00
Speaker 2
Just set it up. Make it work. Because it's still working. It's just that with our end. As technical agents. We cannot provide you support. But the router is still working. Yes. Mhm. Yes. Mhm.
19:00
Speaker 1
get back in and then the other nodes and they eventually worked. But does that mean the 2200 would be, uh I could do it the same way or would I still have to go through the ethernet cable to make it configure?
20:00
Speaker 2
I think the internet cable it only needs for the main router if you want to set up set it up as a separate uh mesh uh system then you will need an ethernet cable connecting one of your AC2200 to your uh Xfinity uh modem. That's what the ethernet cable uh purpose is but to uh if you're going to just add it to your MX8500
20:00
Speaker 1
So, uh, what I've done is I've unplugged them again and they're sitting next to a, not the parent node, but they're sitting next to one of the remote 8500 ones. It's, it's probably four feet from the parent node. So, just by unplugging them and plugging them back in, that it should start working through that signal wirelessly, correct? Okay. Now, next question. Year 8 the 8500, the 8500 that I have. I is it expandable beyond the three that I have or or y'all recommend? I mean, it still works. I, I, I wouldn't want to get rid of it, but if I having trouble with the 2200 device.
21:00
Speaker 2
then you won't need an ethernet cable because you can add those AC2200 wirelessly. Yes. Yes. Okay. Yes, it's still work.
21:00
Speaker 1
Connecting to the 8500 if it doesn't seem like it's going to work correctly, does that mean I can expand onto three of the 8500s and add more? [silence] So that is the newer technology. [silence] And is that for a large home? [silence] Is the 8500 still sufficient? [silence] Here's my, I'm going to have to go, so I've just got one question. If if you were,
22:00
Speaker 2
uh yes you can add more to the mx 8,500 because the mx 8500 is a mesh uh type router wherein you can add newer nodes or additional nodes the mx 85 uh no uh it's still uh maybe in the middle uh usually the latest uh links to swaddle we have are the mx 6,200 mx yes uh-huh
22:00
Speaker 1
I'm looking to add on to the 85 hundred is it cheaper for me to upgrade to a newer router system than it is to add more 85 hundreds to this system
23:00
Speaker 2
Yes, it's better to get a newer Linksys or router because the Linksys newor router is using the latest Wi-Fi technology, but actually you can still both buy new nodes to add to your MX85, because your MX8500 is actually using a Wi-Fi 6E technology so it's still on the latest Wi-Fi technology, because the very latest one Wi-Fi technology we have is using Wi-Fi 7 and Wi-Fi 6E, and your MX85 is using the latest Wi-Fi 7.
23:00
Speaker 1
Where would I buy more nodes? Would I have to go to Best Buy, or am I better off buying it onlinefrom y'all or Amazon?
24:00
Speaker 2
It's still using the latest Wi-Fi 6E technology, so it's still on the list of the latest Linksys water we have. So you can just buy... hmm... Yeah, you can check online, Amazon, Best Buy, because the Linksys actually do not sell directly. So you can only check online stores, Amazon, Best Buy, or Walmart, or any electronics store that sells Linksys products. And you can also add not just the same model, MX85. You can use other MX series, MX2000 or MX55, so long as they're MX series. They can be added to your MX85.
24:00
Speaker 1
My better to use the newer product that you have and use my 8500 meshed with the newer product, or am I better just to stick with the 8500 and add more nodes. Okay. Okay. That's probably what I'll do. One last question, and then I'm expecting somebody at the door, so I'll have to go. I plugged back in all four of my [silence]
25:00
Speaker 2
It could be better to stick with your MX-85 since you've already set it up. Because if you bought a new one, you will have to set up again, create your new Wi-Fi name, and this and that, and you will have to reconnect again all your devices. So it's better to buy new nodes to add to your MX-85 so that you won't have to connect again your devices. You will just have to extend your Wi-Fi by adding newer nodes to your MX-85. Yeah. [silence]
25:00
Speaker 1
and three of them are that teal color, and one of them is red again. So is the teal color the normal color, or does it need to change to blue? I don't remember. The teal means it's working. Okay. And if it, if it, if one of them just keeps turning red, do I need to press the reset? So, Okay.
26:00
Speaker 2
think it's the same color. The if it's AC-220, it could mean it's working because usually there's a different light color of your models. If it's red, if it's red, then it means it's totally disconnected. So that's the only thing you should remember. [silence]
26:00
Speaker 1
Plugging it and plugging it back in am I better to press the reset button? [silence] [silence] Okay. Hey that would be great. Uh so you have my email address and if you could send that I would really appreciate it. Okay. [silence] Thank you. Yes thank you so much. Appreciate it. Bye-bye. Byes. [silence]
27:00
Speaker 2
That I could not provide you assistance without as the router actually is an older version. So, we don't have any researcher on that. That's why I'll be sending you the email because the email have it, all right? Okay. Yes. Alright. So, that will be all David. You're welcome. Thank you also for calling Lisa. You are welcome. It's my pleasure to assist you. You too. It's my pleasure to assist you, David. Take care. Have a great one. Bye.
27:00