Speaker 2
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] While waiting, you may also visit support.linxis.com for more information about your product.
00:00
Speaker 1
Yes, hi. I currently have your router and the thing is that I've changed my TV box and I was told that maybe there is a problem or the Wi-Fi is not handling that well. So, I was wondering if I can give you what I have to you can tell me, if there is an upgrade to that.
07:00
Speaker 2
Thank you for calling Lynxies, this is Carla, how may I help you? Can you hear me? Yes. Okay, so you're trying to connect a new TV, correct?
07:00
Speaker 1
not a new TV, but it's a box, uh, that comes that basically it's a cable box. Uh, yeah, not well, uh, yeah, not the modem itself, but there's a box that basically does the channeling, okay, for the TV. Um, and, uh, the tym.%CUT% Well, it's not the first one. So what's happening is that, uh, since the time I've connected the TV, my, I get a lot of pauses on my TV. And when I called, uh, Spectrum for that, they said, it's not ours. That's video service. You need to connect with your TV. So, I need to make a call to my, um, um, TV service provider and get a new box, or they can fix it because I do get a lot of... And it's been now almost three days there's just a lot of pauses on my TV. And what it does is every time I try to watch something every five minutes, even on cable, it pauses every one, two minutes or three. And I am very frustrated with that. Um... So, I need to make a quick call to get that fixed, because I had the TV show going on today, and it paused every five minutes, like no joke.
08:00
Speaker 2
Oh, so you're saying you're you changed the modem, correct? [silence] What's the name of that buck, sir? Okay so first item to connect that Zuma Buck, correct?
08:00
Speaker 1
Our side is okay. It's related to the Wi-Fi that you're using. Wi-Fi router and I'm using Linksys. And I've had this since 2019. So I'm wondering if it's not powerful enough to handle it. [silence] No, Zuo box is new. Um, the thing is that since the time I connected the Zuo Box, uh, I'm getting a lot of pauses on my TV. 818 207 7969. Iran, I-R-E-N. Last name is Abjar, uh, A-F-S-H-A-R-I. An.
09:00
Speaker 2
Okay. Why don't we set it up? But this was working before, right? Okay. So ma'am, let me just create a record for this. Can I have your phone number? How about your first name and last name? I'm sure you're listening.
09:00
Speaker 1
[KEEP_UNCERTAIN] R N as in Nancy, they're best name, A, S as in Frank, S as in Sam, H R I A and as in Nancy, first name, last name, at Gmail. your man Ashariyan at Gmail. Right. Okay. Let me see here. So you'd say you said, yeah, yeah. Yeah, I have
10:00
Speaker 2
Well, just mind that I haven't got it correctly. Your first name again is I and then Czerawski, C-Z-E-R-A-W-S-K-I? Hugh? Okay, how about your last name again? Czerawski. Okay, how about your email address? Atlasczera@gmail.com, right? And what is the model number and serial number of your device? Yes. Most of the time you can check that at the bottom, on the bottom or underneath.
10:00
Speaker 1
order PDF. So it's Linksys Velop intelligent mesh Wi-Fi system, two pack, Um, WHW 0102. Um, that's the model. Okay. Then I need to look at the serial number. Okay. One second. Okay. So it's 25 F as in Frank 1 0 8 0 B as in boy 8 3 4 5 1 1 okay
11:00
Speaker 2
How about this real number? [silence] Okay, let me just check it correctly. That's two five. and then F for Freddy 1 0 H for Hotel 0 and then is it B for Brian? Eight. Number eight. OK. Thank you. And you're English.
11:00
Speaker 1
yeah yeah laptops phone iPad and then obviously nest Alexa ring all right there's no problem connecting what happens is that since the time I got the Zumo box from spectrum I'm getting on the TV when I'm watching something I get [silence]
13:00
Speaker 2
You bought her okay. Um aside from that, um do you have other devices like phones laptops? Okay. Okay, and those devices is no problem connecting the Wi-Fi from your Lennox, right? Right.
13:00
Speaker 1
I'm getting a lot of pauses. And then I get a lot of blurry screens. And then when I call Spectrum, they said everything is fine on the Spectrum side. You need to look into your Wi-Fi router. No, it doesn't have any problem. I'm asking when I'm asking if maybe this is an older technology, it's not handling that, you know. Is there enough grey to this system?
14:00
Speaker 2
Yeah, but right now, it's showing five on my note. Okay. Good. But if you're going to use your phones, your laptop, connecting to the internet, it doesn't have any problem. Can we turn that off and then? Um, yes, ma'am. We do have upgrade on this one. We have latest routers L like an MX, you can take MX 4200 MX, or is it MX 6200 or MX? [silence]
14:00
Speaker 1
Yeah, but what are the differences on these? How can I choose what I mean? So, for a house hold, uh, what are the differences? How many links is two? Actually, one second. I think it came with two, um. Let me see, two of them. Yeah, two of them. I don't remember seeing one down. Yeah, two of them. Two little boxes, black squares.
15:00
Speaker 2
4600 or MS 4600. There's a lot of upgrade. Okay hold on. Right now ma'am, how many nodes do you have? How may links is router.
15:00
Speaker 1
Different floors, downstairs and then the Wi-Fi is upstairs. No. No. [silence] But they took...
16:00
Speaker 2
And then how far this, um, TV and the Zoombox from your wireless routers. Do you have a node of, of a router that's on the same location with the TV or the Zoombox? Because it could be possible reason for this one, ma'am, that, um, there's an issue with your zoom box because of signal. The zoom box getting a like low speed or low um signal from the wireless routers that you have. That's why it's um like the streaming is very slow.
16:00
Speaker 1
They said they they checked they did they ran a test. And um they said the box is fine, and it's getting the right signal. But um they said I may need to upgrade the uh Linksys router. They - uh, do you think I can exchange this to another brand? Yeah. Okay. You're saying the zoom box is still okay? Yeah. So. Yeah.
17:00
Speaker 2
Well, what I mean, ma'am, that your Linux is like you're Zoom you is having a problem receiving a wireless signal from your wireless, right? If you're going to, like, on the same location downstairs, if you're going to use your computer or your phone, does you have an issue accessing the internet?
17:00
Speaker 1
No, no. Sorry? What? [silence]
18:00
Speaker 2
[KEEP_UNCERTAIN] On your, um, your Wi-Fi, um, Wi-Fi, because if, if again, ma'am, if only the zumu has problem, other devices has no issues connecting wirelessly, that it means like, um, there's no settings that not set up properly on the routers. Everything is set up properly since other devices has no problem connecting to the internet or, um, like doing some videos. What are the troubleshooting you made on your zumu box now? What are the troubleshooting that you made on the, on the zumu box? Um box to resolve? [silence]
18:00
Speaker 1
called them. They ran a test. Spectrum has run a test. Um, so basically they say there's nothing, they don't see anything wrong with the box, with the Wii, except that end I have modem with them. Modem is right next to the router, uh, Linksys router. So they said the only thing is that um is the to looking to the Wi-Fi router. What's the um, what if I, if I need to upgrade my router? Um, how much are we talking about then? Do you know? Like, I know there's so many different models.
19:00
Speaker 2
And the was at a time when galaxies were about one tenth in terms of the sizes compared to what we think.
19:00
Speaker 1
But I don't know what would work best for me. Okay. Yeah. Yeah. Yeah, I have thought I've done that several times. You know how this just just [silence] Router came with two boxes. Can you send me another one? So I can maybe put 1 of the boxes downstairs. I thought it from you guys. I ordered this from you guys. Yeah. Oh, you're not? Oh, okay. So who sells your products? Hmm.
20:00
Speaker 2
Yes. What do you mean, ma'am? Where did you bought this device, ma'am? But because the device that you have is just a two-pack device, just two device in one pack. Okay, um, yes, ma'am. If you want to add another node downstairs, ma'am, um, you can check, uh, or you can buy the device in Amazon. Um, we're no longer, um, selling directly. Yes, ma'am.
21:00
Speaker 1
[KEEP_UNCERTAIN] okay it's connected no no I don't know how to check it myself I have to call spectrum to do that no are you I don't know how to check how good of a signals the zoom box is getting I mean it connects I can turn on the TV it goes I can turn it on but I don't know if it's um something is something wrong with a signal that's why I called you guys um because I don't know how to I don't know how to check it and I don't know if it's good enough or um you didn't do your job you guys didn't do your job um um yeah you just just came just called me to tell to ask me what's going on my signal just saying and I'm not getting a signal um because wherever I live I try to call you guys always busy busy busy um in the call um but you know what we are experts
22:00
Speaker 2
You can check in the local stores or you can check it in Amazon. Okay. On your TV right now, ma'am or your Zumu box, does it show connected or not connected? How is the signal strength, ma'am, on the Zumu box? Do you know how to check? You don't know how to check.
22:00
Speaker 1
It shows some stuff and then it stops. It stops, it stops a lot. It pauses a lot. Dot, dot. It shows on the screen. Okay, I need to go down there for a second. Okay. Okay.
23:00
Speaker 2
Okay. On your Zuma right now, ma'am, on the remote, can you navigate to settings? Okay, do you see the option that says sound?
23:00
Speaker 1
So okay, so let me see, one second. Okay, how do I get to settings? One second. Okay, there is settings. Okay, settings. Network, there's no network. It says, one second, personalized location, no, no, no, no, France, restaurant, one second, that's why my settings is on France. There's settings. Okay, go back to settings. Okay, one second, please, please, just, settings, one second. No, region of Spain. One second, one second. Please change to Spain. One second, our network, network, network, please connect to our Wi-Fi. Okay, your location service is off, please turn it on. Okay, one second, don't go anywhere, will be right back. We cannot connect without that. Okay, want to go back? Okay. [silence]
24:00
Speaker 2
Ah, yes. Settings, and then alert.
24:00
Speaker 1
I've asked you a lot of people been getting rich. Okay. Additional additional information. Okay. So you don't want the Zoom off settings. One second. Okay, one second. Let me just exit the app. Okay. Okay. Okay. Okay. One second. Let me go back here.
25:00
Speaker 2
OK, what options do you have then? [silence] on the zoom the settings, ma'am. what I'll do is start it. [silence] okay no it will not work it should be solid okay um you have like an extra can go wire that i know to the parents Yes, select network. And then network connection. [silence] Yes, select network. And then network connection. [silence] Provisioned. [silence] I know, man, that's not what. No. You should be network in the network connection to check their status. I'd like to check the signal strength. Okay. Then what's on Springfield right now? We are checking right now how strong the the device receive the signal
25:00
Speaker 1
Basically the settings with the old cable. Now, okay. So, settings. All right. Settings. Okay, network. All right. network connection status. Good Wi-Fi connection it says. Did you hear me? It says good status. It says good Wi-Fi connection. Is there an advanced setting I should do? Okay. So, that's it. Basically it says good network, good Wi-Fi connection. What are the choices? So, it says connection to
30:00
Speaker 2
Yes, ma'am. It's receiving a good signal. Mhm. Yes, uh, no, ma'am. Hmm. Yes. Mhm. It won't just, um, no, ma'am. It won't, you cannot select it because it's the, that's automatic.
30:00
Speaker 1
Okay. Okay. So you're saying there's nothing wrong with the, life. Right. I mean, we only, we. Yeah. It doesn't disconnect. It just pauses for a few seconds, and then A few seconds, it pauses and then the screen is blurry, and then a few seconds.
31:00
Speaker 2
it's the the device will determine how good the signal has been detected. Okay. yes because as you can see on the same location with that device same location with the Zuma your devices will not disconnect like your phones your be your iPad if you're on the same area within the downstairs there's no issue right. and I think your ring camera how often ma'am how often it will um like disconnect. then how often just a few seconds huh?
31:00
Speaker 1
later, like about three, four seconds later, it shows fine. And then it does again. I mean, when I'm watching the movie or something, it keeps on doing that every like 10 minutes. I haven't tried that. I haven't tried iPad. I know that like my son works sometimes down from downstairs. Um um like 10 minutes. Um um what shows up again, you just want to. So he's able to work but on his laptop. But um I haven't I can try I can try watching something uh downstairs with the iPad and see if it if it does that. Yeah.
32:00
Speaker 2
how about when you try to, like, um, watch videos on your ipad on the same location? does, it encounter the same problem? mm-hmm.
32:00
Speaker 1
I can try it later on. Okay, so all right, then I guess uh OK. I mean you're saying there's nothing wrong with it at this point. Yeah. Yeah.
33:00
Speaker 2
Mm-hmm. So, uh the- um, like we're just going to isolate the problem here, ma'am. If, um it's just a a signal problem coming from your Linksys router, okay. Or that's why we need to isolate it because it's just only a single device. So we need to, like, uh, identify if it's Linksys through your by connecting and ad by using another device to make sure to isolate the problem. Like it could be your laptop, your phone, all, watch video on the same area check if it will like, um, pause then check if it will like, um, desalate it and then goes back on how many seconds uh something like that.
33:00
Speaker 1
and do you think if I bring one of those boxes downstairs, do you think that would be a good test? yeah okay. okay. yeah. All right. Sounds good. I'll do that. Okay, thank you. okay, okay. Thank you. in use. Bye.
34:00
Speaker 2
Mhm. You may also try that one ma'am. Do you like, um, I feel it as well, a problem. It's another, um, also step for, um, observation. If, um, it will improve. Mhm. Okay. And just give us then a feedback, or just give us a call if you still need assistance, okay? You're welcome. So thank you for calling Leading System, ma'am. This is Carla. Have a great day to you. Alright, good bye.
34:00