V2 Rubric Detail — 9a304dd6-64f5-11f1-9…

[silence] Welcome to [silence] Links support. To ensure quality service, you're 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.linksus.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 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 [silence] Lenges technical support. My name is Dylan. How can I help you today? Uh-huh.

Alright, sir. Just to make sure I got it, right? You're having issues with your Linksys router. It shows blinking red. Uh, blinking red. Which one again is showing blinking red? Do you have, uh, do you have a mesh system? So, your parent node is showing solid blue light. Is your parent node showing solid blue, solid blue light? [silence]

I see, so your main router, your parent mode is showing solid blue and your child mode is blinking red. I see, um... I can't picture it out. So I mean, you need to run some verification with you first, okay? So I'll ask you a few questions about your Linksys router as well, for me to really have better understanding on this issue that you have, okay? So, um...

Let me just create a quick record here, starting with your full name. I'm sorry, sir, you're cutting in and out. That's Peter. I'm sorry, sir, you're having a really bad reception. Hello? Peter. Yeah, I can hear you. Yes, sir. I can hear you better, sir. Oh, okay.

Mhm. Sure. Sure. I'm sorry I didn't catch your last name. Sir Peter. So Peter Guise. All right, sir. Thank you so much for that. And how about your email address? Alright. So that's PGSA 58 @att.net.

Alright, sir. Now, um, let me also verify your phone number. That's 2 1 0 4 7 5 2 5 8 0. All right, sir. Now, can you provide me the model number and the serial number of your Lanesis router? Yes, sir, no worries, I will be calling you back, cause I have... I have your phone number here, and it's part of our process. Yes, sir. I will call you back. I will... Uh...

Alrightsir, you can find underneath the lens of the device. Log there, you can find all the devices information.

Yeah, the serial number. all right, sir. Thank you so much for that. Let me just repeat. It's 2 0 J 1 0 M 2 6 A 0 8 8 9 1. all right, sir. Thank you so much for that. And um, your internet service provider is AT&T, right? all right, sir. Okay.

um I know what's the model number there show in M, M minus, okay. Oh WHW-03. You know three and how many nodes do you have currently sir? You have six nodes. And um all six nodes, I mean only one of the node is having an issue, is that correct?

So your your your from your main router sir your parent node. What's the light indicator showing right now? Blinking red. Okay. Um, I'm sorry. What have you done so far, sir? I'm sorry. What have you done so far?

uh-huh I see all right so yeah I've already tried power cycling the the main router three times as well as the modem and it's still blinking red the same the same issue okay Sir uh... as for this one Sir I just wanna let I just wanna know if um well

Was there like a power outage prior to having this problem that, you have right now? Yeah. Mhm. I see. All right sir, um, if there was no issue with, um, or if there was no outage or internet power outage as that happened, uh, and you have already done power cycling the device, which would, I mean, which should, um, have your devices go up and running, but then it's still the same. So, have you tried connecting or do you have a device you can connect directly to your modem to?

check if it has internet connection [silence] is your laptop is your laptop service compatible with um an ethernet cable [silence] okay, so you all right. Um [silence] cuz uh, I just cuz just just to let you, let you know, sir. I'm sorry? Yes, you're saying. [silence]

Okay sir, so um based on all the information you've provided sir, um it seems like your router automatically disconnected from from the internet so um we cannot just proceed uh with the troubleshooting without checking the physical connection have you tried checking if your ethernet ports is prop i mean ethernet cable is properly plugged in to your router i mean from your modem to your router mmhmm mmhmm mmhmm mmhmm

hey. what are you thinking? are you thinking of me? hello? robert? uh-huh. hey robert. um. I have uh before anything else sir, I just want to set your expectation first. This linksys router that you have right now is actually already part of our end of life devices and I mean if you say end of life we no longer update its firmware and manufacture this router and also looking at the information here your router is already out of warranty so unfortunately sir for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid Connect service for a one-time fee of $15 which you might want to consider, but if you don't want to proceed with the paid Connect service, I can send you an email. But then again, it seems like, since there was no issue prior to the problem that you have right now, and you have also already did power cycle the modem and the router, but the issue is still the same. And there's no outages that may could have interrupted your signal. This would probably, I mean, the issue would probably came from your internet service provider. So we cannot just jump into doing the technical support. And and would turn out that the issue is coming from your internet service, because it might compromise your configuration and would probably, um, you know uh compromise your current network. So what I can suggest, sir, if you only have a device, you can connect directly to the modem to check if you're getting internet from it. That would be great, but if you don't have any devices to connect or hook up directly to the modem, sir, I would suggest calling your internet service provider first to check your modem from their end and then once once you have confirmed from your internet service provider that you're getting internet, then you can call [app crash sound] date [interval sound] you got vx in both channels. You got only one channel sir, so if you can try to call again. It's not receiving it like wireshark won't receive here [music] How does that sound? It should be relatively smooth.

that internet from your modem. You can try the troubleshooting steps that I'll be sending you through email, but if it doesn't work, then you can give us a call back if you're willing to proceed with a paid connect service. Sorry, sir? Yes, sir. The $15. Just a double check now, the model number of your device, MP510, is that correct? I'm sorry, sir. I'm sorry for cutting you out, sir, but you're cut you're cutting in and out. I can't really understand you. Yes, sir, that's that's way better.

sure you hi next service provider is the first line body no share the paid connect service is for troubleshooting assistance only that would only last up to 60 minutes so for now I can send you an email for the troubleshooting steps that you can perform on your own [silence] you're cutting in and out sir I'm sorry uh wasn't able to catch that can I create a record for you first step yes sir uh no cases have been created for you could confirm these would be like Mhm

We did not send it uh send anything sir cuz by the time you purchase it you should have um we we base it on the date you purchase it and base it on our system on what's what's showing on our system. So when I look up and pull up the record of the um serial number you've provided me uh it shows here that it had expired um way back 2023. Yes sir. You can also consider upgrading into a new router cuz your internet service provider is also [silence]

to be on the trend because technology has been upgrading, devices are also upgrading. We are actually now on Wi-Fi 7, so there's a possible chances that your router may not be able to keep up considering as well that we no longer update the firmware of this specific model. Did you make changes with your halogen device like resetting it? I'm sorry, sir, I last you for? Wasn't able to catch the last.

Um, not just your current net, uh, mesh device, sir, but for that specific model, we have already, um, stopped updating the firmware of that model. Since it's already part of the end of life devices. So, what, what password did you put already? Yes, sir. Uh, you can consider upgrading into a new router. Um, we actually do have more models. The password that you should put is supposed to be the one that is in the place of, uh, the one that keeps, uh, the, uh, the access to the router. Uh, so that's, uh, the password. Um, sir, it's actually on, on the bottom of the label of the router. What? At the, yeah, at the, uh, at the, uh, uh, [silence] Uh, at the factory, uh, settings of the router. Uh, before you, uh, before you set it manually. So, uh, if you haven't changed, uh, the default settings, uh, the default password might still be there. What? And, uh, uh, please also consider upgrading to a new Wi-Fi router sir for you can get better performance. Hmm.

you're going to stick with LinksYS products or you're going to moved on to your internet service provider because if I were to suggest of course I will be suggesting the LinksYS products cuz they are actually reliable and they have latest technology on our mesh system which could provide you the speed or the the internet that you want. [silence] Yes sir. I will send you an email for the troubleshooting steps that you can perform for now and uh you call your internet service provider to check their their modem. [silence]

as we no longer provide pre-sequal scripts for Adobe Orchard devices. I willNSF this. Alright, sir.