Speaker 1
Hey, LA. This is uh Winfred Prather. I had uh bought two uh link sys uh uh Wi-Fi extenders I guess is what you call them. Uh I have the uh the serial number on uh Let's see. I had it. Yeah. I have the uh it's uh links is uh it's uh
00:00
Speaker 2
[silence] Welcome to Linksys 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. [silence] Thank you for calling Linksys technical support. My name is Ali. How can I help you?
00:00
Speaker 1
Super, it's on my Next's Bill. 2DN, I believe the password, password. Yeah, B-M-R-9-7-3-C-P-P. Um, let me, um, it's right here, let me get it. Okay, let me get it.
01:00
Speaker 2
Can you... can you give me the serial number? [silence] Uh that's not the serial number sir. The serial number must be labeled as... the word serial number itself. Maybe you can go ahead and get the main router or the one that is hooked up directly to your modem. Turn it upside down there is the serial number in uh under that router.
01:00
Speaker 1
you ready? okay it's uh for two zero j one zero C six two seven one zero three three nine. do you need the model number? it's WHWH 003. I can't connect to the Internet. I had to. I had to Alan's TV and cable come out yesterday to check to check the problem out. They said I was I had Internet at the at the modem. He had instrument where he plugged into it. He said, you got you got you got it. You know, you have Internet service here at the modem. He said the problem is with your router. And they said went on to say [silence]
02:00
Speaker 2
Okay, thank you so much. And uh what is really happening sir with your internet right now? Or what is what seems to be the problem? Mm-hmm. Ok, I see. For how many seconds, sir?
03:00
Speaker 1
I've got two of them. I have one set up right by the by my modem, and the other ones in the in the living area. it's red. Yeah, both of them are of course, one feeds off the other, but uh they're both red.
05:00
Speaker 2
That was yesterday? Okay. How many of this, uh, WHW03 do you have, sir? Okay. And what is the LED lights, sir, that shows from the one that is directly connected to the modem? It's red. Okay. And there's a cable, sir, running from...
05:00
Speaker 1
Yeah, it's running directly from the Linksys router to the to the modem. No, I can't see it. I have no internet connection. Uh, just a moment. Let me go to my settings. I'm on, uh, I'm using, uh, cellular data now. Should I turn it on? I'm in settings. [silence]
06:00
Speaker 2
Links as a router directly to your modem. And right now, can you double check if you can see your Wi-Fi name or your network name, WinMash? Can you see the network name that says underscore, setup? Yes. I just go to the settings and then go to Wi-Fi.
06:00
Speaker 1
Okay, turn it on. Yeah. Yeah, I see wind mesh. Correct. It says right now send privacy warning. And it's got a, it's got a blue, blue check mark, but, and then it, then it by, when it's best and then it comes up no internet connection. It's Wentford W-I-N-N-F-R-E-D. The last name is Praether P-R-A-T-H-E-R.
07:00
Speaker 2
it on and look I mean see if you can uh look for your Wi-Fi name which win mesh or maybe the underscore velop serv. okay it's there but when you are going to connect your phone it says no internet. okay thank you so much.
07:00
Speaker 1
Yeah, yeah is in papa. My internet service provider, it's uh, I'm trying to get on Starlink right now, but it's just got a new new kid and I've been I'm so frustrated with that, I can't uh, they send me a brand new kit and all kind of stuff. I'm I I haven't had all kind trouble trouble since the installation with Starlink. Uh, yeah, I'm still yeah, and I'm still connected to Alan's uh, I mean, I still have uh, Alan's cable TV.
08:00
Speaker 2
Okay, T-R-A-W-E, T-H-E-R, yeah. Papa. And your internet service provider. I'm sorry. Okay, so right now your internet service provider is still the Starlink, right?
08:00
Speaker 1
[silence] you know, as [silence] as a [silence] as [silence] but I'm [silence] I've got I've got them unplugged right now. that [silence] you know, trying to [silence] that that's remembering I told you I had Allens come out [silence] and [silence] and [silence] and [silence] you know, [silence] but I I don't even see them listed under under under my internet connection, you know.
09:00
Speaker 2
Yeah, I understand that one, sir. Sir, I just also really want to let you know that the Sling GTAC router that you have is actually one of our routers that we no longer manufacture since July 28th of 2021. And also, I just also really want to let you know that this router is no longer receiving any updates. So maybe that is why it is also really acting up like this.
09:00
Speaker 1
Okay, thank you. Thank you for that information. Uh, so what, uh what router would y'all suggest that I purchase, uh that would be compatible to Starlink?
10:00
Speaker 2
And also regarding with the technical support of this router, uh the technical support of this router will actually going to end uh this 27th of July. So just to give you a heads up, so you might really want to consider getting a new router instead of sticking to this one. Because if you're going to stay on this router and be on July 27th, we can no longer provide support for this router. Well, uh it will actually still depend sir on like what are the devices that will be going to use the router.
10:00
Speaker 1
I think there's there's about 18 uh devices that connect to the that connect to the internet now Uh huh Uh about about 18 well we have the cell phone two cell phones and uh uh uh two printers uh we have uh two computers the uh televisions we have five TVs uh I don't know. We have uh several that connect Wi-Fi.
11:00
Speaker 2
Yes. [silence] [silence]
11:00
Speaker 1
this, please. Well, I I I'd have I was having trouble with uh, with uh bufferring when you're watching TV, you know? Almost almost daily. And uh actually, that's what drove me to c to ca to I've been thinking about, you know, changing internet service providers. So I was thinking about going Starlink. So my my neighbors some of my neighbors have Starlink. They don't have any any problem any issues at all. And so, uh you know, I that's reason I was that's the reason I was gonna switch. And uh
12:00
Speaker 2
Okay, I see. And, uh, by the way, sir Wyn. Uh, how about we try to troubleshoot this, uh, router? Um, by the way, prior to this incident that, uh, you don't have any internet connection, did you experience any power outage, internet outage?
12:00
Speaker 1
So yeah, I've had, like I said, I had the Starlink device professionally installed, they came and installed the center. You know, it's not providing uh the Starlink is not providing any, any internet connection.
13:00
Speaker 2
Okay, I see. Uh, by the way, sir, have you tried connecting any of your devices directly to the Starlink device. No, sir. Uh, have you tried connecting, like, say uh your laptop or your desktop connected wire directly to the Starlink device? Have you tried it to check if the problem is really on the Starlink or if the Starlink is really providing a internet right now. [silence] Wireless connect
13:00
Speaker 1
No. Yes, it's red. Yes. Oh, it's right now. It's white. It's flashing between white and red. And the the the router. The router. Well, the Star LAN is supposed to have a modem built into it, I think. And then the the Linx's device.
14:00
Speaker 2
Oh yeah, I understand that one. So, maybe you can try connecting let's say a laptop, run a cable from the Starlink device directly to a laptop or desktop and check if that Starlink box is really providing an internet right now, but uh can you see any LED light coming from the Starlink box? It's red.
14:00
Speaker 1
Starling StarLen is right now showing white, kind of blinking, blinking white. Yeah.
15:00
Speaker 2
Okay. So, here's actually what I am what I am actually seeing, sir. So, I did some research about that one. If the Starlink box has a flashing LED light between a red and white, that actually indicates that that Starlink modem, if that's what they call them, that box is not providing any internet as of the moment. So, who yeah, so who you need to contact in this time is not Linksys first. You really need to contact first the Starlink and
15:00
Speaker 1
Yeah, but I- Yeah, I already have. I've been I've been trying to get them to send it to me. They've, they send me they created another support ticket and they, they supposed to be sending me a brand new, uh, I mean, this one is new. I just put in, but, uh, another another complete kit. But I was just following up. I was just following up with with, uh, with what the, uh, technician from, uh, from Allen's cable TV told me that, uh, I had internet at the modem and he, he was showing me on his phone. He could go anywhere, you know,
16:00
Speaker 2
for them to check your modem 'cause the Linksys router will actually always rely on the Internet source now. Since the problem here is the Starlink box so you need to contact them first. sir. [silence] Uh huh. [silence] Uh huh. Uh huh. [silence] oh. Yes [silence] Uh huh.
16:00
Speaker 1
Anywhere, anywhere in the, in the world on his, on the internet from, he plugged it directly into the modem, he said, you got internet here, he said, the problem is, is with the is with that mesh router. Okay, just a minute. [silence]
17:00
Speaker 2
Okay. How about with this one, sir? Can you turn off everything? Like, turn off the Starlink? modem. Turn off also the link to the router.
17:00
Speaker 1
Okay, I'm unplugged. Okay.
18:00
Speaker 2
Okay, give it like at least 30 seconds there.
18:00
Speaker 1
[silence] All right. [silence] All right, [silence] the loading is [silence] all.
19:00
Speaker 2
Okay, so can we please just turn on, the modem. Mhm. Turn the modem on, just the modem. Mhm. Okay. So the modem's on.
19:00
Speaker 1
It's solid white. Now, now it's fading, fading in and out, you know. I'm sorry, what did you say? Don't do anything to it right now. Okay.
20:00
Speaker 2
Okay, uh let's first observe the modem, sir. Uh let's observe first the modem. Yeah, just don't do anything to it, just leave it on because
20:00
Speaker 1
[silence] It is, uh, blinkin' white. If it if it is. Thank you. [silence]
21:00
Speaker 2
So right now sir. What is the LED light of the Starlink router? Okay, blinking white actually indicates that it's still searching for satellites. Or it's still trying to search for or getting an internet. [silence] So we should be [silence] um [silence] expecting or it should be solid white LED light color that should show on your uh Starlink modem. Not anything else because it's actually showing uh another LED light color that actually only means one thing that the Starlink modem that you have is not working or it's not providing any internet because it should be solid white.
21:00
Speaker 1
Yeah, they they had uh, the support was telling me something about, you know, uh, checking uh the cables on both ends, you know, where it was plugged in and all that. And not, I did I did everything except uh unplug it from the darling that's my on the top of my roof from the dish, you know. Um,
23:00
Speaker 2
[silence] I I yes I say I ah um yes uh yes sir sorry but uh for this answer let's not uh uh attend attend to do anything first I will try to explain and I because maybe uh maybe the problem here is not really on the router but may may or on the modem really I uh alright so um if you are going to proceed on uh resetting the router it will bring back everything to its uh factory settings uh we don't want that all right uh what we can do is instead of resetting your your your router uh what we can do is to test connectivity first using uh using the modem so uh we don't there's no need to uh to reset first maybe uh [silence]
23:00
Speaker 1
It still and white. [silence] You see that little, there is shirt in search and [unclear]
24:00
Speaker 2
series uh you know that things and you need to reconnect everything or every single of this 18 devices back to the network. If that's actually the case. But let's just make the double check the modem. And what is really the light of this uh Starlink modem. Let me know if
24:00
Speaker 1
to the connection, right to the satellite. Yeah. I know I know it's bein', you know, the dish on the roof is mounted in a good location, you know, uh because I said we had uh, you know, I had the for the first couple of days uh I had, you know, no problems at all. And then, uh then it started and now now it's turned red. Solid red. Mhm. Okay.
25:00
Speaker 2
Yes, it's still looking for an... internet connection or it's still trying to boot up. Oh, if it's actually turns to solid red, sir, then that actually means one thing, it really doesn't have any internet connection. So, you really need to call the Starlinkster for this one.
25:00
Speaker 1
Okay, well, I've contacted them and, uh, like I said this, they said, uh, and they sent me a whole new kit. They said, Yeah, well, uh, I, I've never, I never had the buffering issue with the Starlink. I had it with Alan's, Alan's, uh, cable TV. [silence] 吃药。
26:00
Speaker 2
Yeah, sir, to double-check everything. I totally understand that you want this issue to be resolved as soon as possible. But in this case, you really need to contact them first before we can move forward for some other troubleshooting on your link to the sprouter. Maybe you can ask them, sir, to like deploy some technician. And since you also mentioned earlier that the location of the disc on your roof is not on a good location, maybe they can try to move it on another location so that you don't encounter the same buffering issue moving forward. The account has expired.
26:00
Speaker 1
Yeah. Yeah. That's what that's what prompted me to uh try Starlink. So, uh, but, uh, I was just, like I said, I was just following up with the, uh, and I was told by my, uh, by my neighbors that they didn't have any Wi-Fi Wi-Fi extensions, you know, they, they, uh, they, they got itternet all over their house just the just the Starlink device, you know, okay. Yeah, well, I don't think the modem is faulty because it's up I just
27:00
Speaker 2
Okay. Okay. So, uh, yeah, give them a call, sir, so that they can assist you and they can give you some, you know, some recommendation uh, regarding with this uh modem, or this, this faulty modem that you have, okay?
27:00
Speaker 1
to I just had the they mistakenly send me two kits and uh and uh on one of the kit that the router was larger and the and the guy that installed it he said well we'll just go with the bigger router because it's going to give you more coverage and uh so we did that he did that and and then uh I talked back to him he said what you know try the try the you know smaller router and see where we get there and you know we've done all kinds of things here and It's not getting anywhere and then I was started having trouble with my mesh system okay ma'am thank you alright bye bye
28:00
Speaker 2
Oh. Okay. Okay. You too. Thank you so much as well. Have a good one. Bye bye for now.
28:00
Speaker 1
Oh, I didn't hang up. I thought I had this minute.
29:00
Speaker 2
uhuh uh, Sir, you forgot to hang up the call, I'm so sorry.
29:00