Speaker 1
Hi, I've got a Linksys system that is, kind of, whatever you call it, a router type thing, and then it's got like boosters under the floor, all around the house. And it is, it gives me a, a Wi-Fi network called custom, which is then also linked to my TV and speakers. Um, but it's, I, I recently had to, it, it wasn't delivering, I wasn't able to connect to the network. Um, so I rebooted the Virgin router, which it is bridged to, and the two seemed to have become delinked now. So,
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Jill. I'm going to help you today. Mhm. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
00:00
Speaker 1
Okay, so the network is just not working at all, or the link to the router? No, the link to the router they said is working, because Virgin checked that. So he can see power going from the Virgin router to the Linksys one, and there's an orange flashing light on the back of the Linksys one, and I can see the custom network come up, but I'm not able to connect to it. And my TV isn't able to connect to it either. Yeah. No. Um hang on, it's behind the TV. So they're trying to squeeze in and get it. Oh. Uh, what does it begin with?
01:00
Speaker 2
Okay. I see so right now those devices are not working. You don't have internet connection. I see may I have this real number of the Linksys device please.
01:00
Speaker 1
SFSF So that's one. Three, h for hotel. One one six zero one five zero eight nine one six
02:00
Speaker 2
SN, ma'am. Uh, Sugarnancy. Yes, that's it, ma'am. S and N. That's for sugar and for Nancy. 508916, got it. Let me just check on the exact unit, okay? Just give me a couple of seconds.
02:00
Speaker 1
Oh, I thought that last model number. Does that begin with an E? Uh, E for Edward A for apple? God, I can't even see that. I think it's 6900 V 1.1. Yeah, 1.1. How many? Well, I got that that one unit. [silence]
03:00
Speaker 2
can you provide me, ma'am, the model number, please? Oh, no, ma'am. This is the serial number. What's the model number? [silence] Up you see yes, ma'am. EA6900 version one. How many various devices do I have, ma'am?
03:00
Speaker 1
And then there are there's one under the dining room. I think there's one under the kitchen and there's at least one on the top floor. So that's at least three. Well, there's this model which is black and then there are three little white ones scattered under the floor and around the house. They're all linked together and kind of to boost the network around the whole house.
04:00
Speaker 2
three, okay. Uh three with the same model. I see. Okay. Can you provide me ma'am the other module ma'am of the other lengthy of babies you have? [silence]
04:00
Speaker 1
07 83 70 81646 Kirst-I... Mason Kirst-I, K-I-R-S for sugar Ty That's right uh t-I-Z 36 at hot male dotcom [silence]
05:00
Speaker 2
I see I see got it okay so based on oh before we proceed with this may I have your phone number please just in case we get disconnected six four six got it how about your first and last name yeah I'm sorry what's the first name your last name is M-a-S-O-N okay and your email address may I also have your email address please
05:00
Speaker 1
Is this a watch, sorry? A reset. So what you mean- I just- [silence]
06:00
Speaker 2
Okay. I was able to confirm, ma'am, or to check. You have an EA 6900. And ma'am, unfortunately, this device is already part of our end of life and end of support devices, which means that we no longer provide assistance for this model, and the only way for you, uh, ma'am, uh, to have it working is possibly a reset under configuration. a reset. Yes, like uh what you did
06:00
Speaker 1
Turn it off and then on again. No, I did that with a Virgin, Ruta. and how do i do that? and if i do the reset will will i have to kind of reconnect my tv and speakers and all that kind of thing, [silence]
07:00
Speaker 2
No, ma'am. No, ma'am, you already did that, one, you mentioned earlier that you turn it off, turn it on. Uh, if you can check with the Virgin, I see. Okay. So I will ask you, ma'am, to do the same thing, and in the case that uh that will stay the same, it will still uh don't get internet connection, then the next step that you need you can do is to reset and reconfigure your router and uh set it up again. No worries, ma'am, I will, I can send you the full step-by-step guide on how you can do the reset and reconfigure. [silence]
07:00
Speaker 1
If I, if I turn it on and turn it off again and that doesn't work and then I have to reset the whole system, does that mean it will lose the connection and the memory of connecting to my TV and my speakers and my internal network that I've got within the house? Oh dear. So I'll have to set up the TV and everything again as well. And how long is the life of these things then? Hmm. Okay, and how long is what is their life expectancy then? How long do you normally provide support for? Is it five years or ten years or two years or? So, when did it become a legacy device?
08:00
Speaker 2
Uh, it actually depends, ma'am. But on our, uh, on our end, we can no longer provide support for this type. We, uh, it depends on the model number, ma'am. This model number started part of our legacy device, that's the reason why we don't, um, uh, support this. Let me confirm the exact date, ma'am. Okay. This device, uh, we end our support last August Uh,
09:00
Speaker 1
No, if it wasn't that long ago, okay. And if the if the if I try the reboot and that doesn't work, how much would it be to replace the system? Do you do you put these systems in? Or do you install them as well? And for your newest device, how long does the support last on that one? Hello.
10:00
Speaker 2
I see. uh we don't install datas ma'am since we don't have an onsite technician in UK or in Europe, but we can do guide you on how you can do the process or how you can set up your device over the phone. That's for uh newer devices ma'am, for in uh for in warranty and uh part of our support devices. as long as it will not be on uh part of the E EOS, ma'am, and of support. Usually, that will
10:00
Speaker 1
Oh, sorry, sorry, I thought I'd lost you. OK. All right, then, so can you send me the reboot instructions? I'll try and, I'll turn it off and turn it on again now, but could you also send me the reset instructions? And you'll and me that, yeah. Great. Thank you. Do you, can you give me an idea about how much these systems are to replace?
11:00
Speaker 2
Yeah, that's it ma'am. As long as it will not be part of our end of support uh usually uh longer time than or maybe uh 10 years or more. Yes. source. Yes. I will send you that guide ma'am. Uh anyways uh all the possible steps that you can that you can do on your router to work that's on the uh free guide. Yes. You're welcome. Um I'm not so sure about fees in UK ma'am, but
11:00
Speaker 1
Okay, yeah. Okay. Yeah, could you send me the the quote for a new system as well? Great. Thank you very much. Oh, the Amazon do them as well, do they? I
12:00
Speaker 2
Okay. Yeah, I can do that. You're welcome, ma'am. You can, if you wanted to do an upgrade, ma'am, you can look for those devices in any local stores or in Amazon. Yes, you can yourself. Just make sure that it's under Wi-Fi 6, Wi-Fi 6E, and Wi-Fi 7.
12:00
Speaker 1
Wi-Fi six and what? Wi-Fi 6 or just Wi-Fi. Uh, okay. Great, thanks for your help. Okay, will do. Thank you, you too. Bye bye.
13:00