Speaker 1
and if not, I'll go [silence] Nope. [silence] paper sensor. That was not a vague chunk of it, but I'm gonna take you somewhere else and say, Hey, you're placed. Yes, ma'am. I just, uh, I have a router that's down and just trying to see if, uh, it's happened before, but I usually I can problem solve it here and get it done, but I just wanted to see if there's any way, uh, you all might know of a troubleshoot.
00:00
Speaker 2
Welcome to links this support. To ensure quality service, your 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 www.register, .links.us.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products. Paid pleasure have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Regina, can I help you today?
00:00
Speaker 1
inside. I've got it connected to my laptop now and I'm at the uh Linksys uh the 192.168.1.1 page. Um, but anyway, um, I can give you the serial number if you'd like. Yeah, from this? Yeah, for sure. I am? Yeah, Jeff. J-E-F-F. Last name is Dean. D-I-E-N. Correct. 512 673 6 853. Jeff. J-E-F-F.
01:00
Speaker 2
Yeah, but is this your first time calling us for support, sir? And are you calling from the United States? May I know your first name and last name? Sorry, B-I-E-N. And your call back number. And your email.
01:00
Speaker 1
SeasonVBIN@hotmail.com. I have one. Sure. It is 2 9 V as in Victor 1 0 C as in cat 6 8 9 0 2 8 1 4. Uh, it is Spectrum.
02:00
Speaker 2
And how many Linksys router do you have? Can you please? Okay. Can you please provide the serial number of your Linksys product? Okay, thank you for that. The model number of your Linksys device here is a MR 8300. Where are you from? Who is your internet service provider?
02:00
Speaker 1
Okay, I'll pay that. You said $15? $15, you said? Yeah, that's fine, that's fine, that's fine.
03:00
Speaker 2
Now, before we proceed, I would like to set an expectation here regarding all the warranty status of your Linksys router. Okay, so it indicates in our system that this device is no longer under warranty. And I will feel apologize, sir, that live support is no longer available. However, we have a paid support so I can still assist you setting up your router again, but you need to pay $15 and it's good for 60 minutes of troubleshooting. So you want to proceed with the paid support? Yes. $15.00. Okay. Now, by purchasing this service, you need also to agree, sir, that it's a one-time, it's a non-refundable technical support session lasting up to 60 minutes. So if we are unable to resolve your issue, I guess your router just needs to be set up again.
03:00
Speaker 1
It was work. Correct. Yeah. Yep. That's fine. Bye. [silence] okay Jeffrey Jeffrey. 30 B N B E N [REDACTED_CARD_NUMBER].
04:00
Speaker 2
Okay, so I would like to, uh, ensure that this call is not recorded for security purposes while we are gathering your credit card information, okay? Okay, can I know your first name on your card, sir? And your last name. And your card number.
05:00
Speaker 1
0131. 0275. Awesome. Awesome.
06:00
Speaker 2
And the two-digit expiration for the month and year. [silence] And the security code of the card. [silence] [REDACTED_PAYMENT_DIGITS] Okay. And your email sir is Jeff Sibben@hotmail.com because we are going to send a receipt for this transaction as a proof. okay, can we check your email, Jeff? If you received the receipt that I just sent, check your spam or junk. It's from PayPal. Yeah.
06:00
Speaker 1
Awesome. [silence] I'm looking on my cell phone because I don't have an internet connection because that's what we're trying to solve here. Let's see what American Express charge. [silence] my American Express like I got a I got it and itification from American Express. [silence] Yeah. Right. So I know that it just hasn't seen. [silence]
08:00
Speaker 2
make sure also that you have internet connection. and s you're currently using cellular e data. Okay. Okay. J so j OK. R. e Yes, you got it? Fifteen. Okay. That's good. So, by now, sure let's proceed to set up your Linksys router. And what is the light indicator on If the router turned solid red, and what have you done so far? Did you attempt to reset your-links's product?
08:00
Speaker 1
uh you want those yeah it's it's uh plugged into the internet part the light in the back showing me the yellow light and a green light both both on and it is in the internet and then it is also into the modem as well so it is connected.
10:00
Speaker 2
eight Okay, that's good for now. So, you'll notice around, looks like it's on internet port. Okay, but the cables are kind of twisted. It could be that it's going to the router in place. Okay, It would have made sense if this is your router. If this is your router, I would have done the mesh set up from the pre-Wi-Fi network. But okay. So, let me go back to the basics. Please hold the reset button on the router till about 15 to 20 seconds. Keep on holding it, yes. I will let you know when, yes.
10:00
Speaker 1
I'm still holding it. The light has disappeared. There's no light in the camera. I don't get there's no light. Maybe a light blue. I don't know. Maybe that is just me seeing a reflection. Yeah, the let the blue light blinking. Okay, now it's solid.
11:00
Speaker 2
Keep on holding it, please. What is the light indicator? For it might be blinking. Good okay, release. And wait for the light, wait for the light to turn solid purple.
11:00
Speaker 1
It's not. Still solid blue. Maybe not. it's blinking blue right now.
13:00
Speaker 2
Okay. So, is it solid purple now? Okay.
13:00
Speaker 1
Now it went to red. Linking blue straight to red. Solid red. Yeah, that it's not turning solid purple. But I'm not missing wrong, that's definitely a red. Okay.
14:00
Speaker 2
Solid red or magenta? Solid purple. Yeah, because when you're going to reset around the circle, it'll turn the solid purple. Hot pink [silence] Can you please try to press and hold the reset button for one minute? To hardly reset the router.
14:00
Speaker 1
Yeah, going back to the gate, still blinking, I'm holding it. The blinking red light just disappeared. I'm still holding it. So there's no light at all right now. Now there's a blue light, solid, but still holding it. Blue light's disappeared, now it's a blinking blue light. Okay. It's still blinking blue.
15:00
Speaker 2
and indicator. Okay, keep on holding it. Okay, keep holding it until it turns solid purple. Okay, it's, it blinked red, then the light went off, turned blue and then blinking blue. Okay, release.
15:00
Speaker 1
blanking blue has disappeared no light now. I haven't haven't haven't led off yet. Do I have a blue light solid? Blue light blinking.
16:00
Speaker 2
Okay, keep on observing it. [silence] And it's still blinking. [silence] And is it plugged in directly to the power or wall outlet? [silence]
16:00
Speaker 1
Yep, sure is. Blue light is still blinking. Now it disappeared again. No, I didn't. Alright, so you want me to do it again? I did, yes. I've got nothing right now. Alright, now I've got blue. Solid blue.
17:00
Speaker 2
Heavy let's let's let's let's let's let's let's. [silence] let's let's let's go. Yeah. No, no, make sure to release it. You already released the reset button. [silence] Okay. And then what is the light indicator to go? [silence]
17:00
Speaker 1
Hey uh it went it went to red I did that and yeah now it's orange
19:00
Speaker 2
Okay now, can you please press the reset button five times within five seconds or? Press release, press release, press release, press release, press release. Five times within five seconds.
19:00
Speaker 1
Orange blinking. Yep, [silence] just went to red.
20:00
Speaker 2
Okay. So keep on observing it for three to five minutes. [ silence and music ]
20:00
Speaker 1
Solid red again. All right, I've unplugged it. Oh, already unplugged it. Okay? Unplug the modem or the router? Include the modem. Okay, so. Okay?
21:00
Speaker 2
Okay, can you please unplug the power of the modem and then this router? Wait for 30 seconds to one minute to plug the power back. So I will let you know when to unplug. So power cycle, so unplug the modem. Okay, modem and router. Yeah, including the modem. Modem and the router.
21:00
Speaker 1
Okay. router is plugged back in. Yeah, the the blue light popped on so I'm going to pop the modem power now. That is done.
22:00
Speaker 2
Okay. So you may not proceed to plug the router first, and when the lights start to show up, when the lights start to show up, proceed to plug the power back of your modem.
22:00
Speaker 1
Yes, Tom. Michael.Yeah, I have a laptop that's got the, yeah, I have a laptop with an Ethernet plug in it. It's blinking red right now. going faster now.
23:00
Speaker 2
And by the way, sir, do you have also a device which we can use to wire directly to the modem? A computer or a laptop. Okay. Let's just keep on observing. And keep on observing it [silence] [silence] [silence]
23:00
Speaker 1
lower the solid red. ... Turn the solid red. Now the modem is not on, uh, the modem is online now. And I have a blinking blue on the router. The modem, the modem is still giving me, um, it's still, the modem is still, it's still booting up too. It's not a solid. A solid red, but the modem's not. It's still offline. The load modem is still trying to get back online.
24:00
Speaker 2
So, it turns to solid red. Okay. Keep on observing. It's still blinking. So, it's trying to reconnect. [silence] Then the modem is offline.
24:00
Speaker 1
It still looks like it's cycling. The modem is online. The router is solid red.
25:00
Speaker 2
Okay, so let's just keep on waiting. Okay, keep on observing it. It might turn to solid blue. [ silence ]
25:00
Speaker 2
And do you have the options here to provide the model number of your modem? So what is the light indicator of the router turns to solid blue? It turns solid. Okay. Yeah, use the wifi name and password yes labs on the bottom of the router since we reset. Yes. Yeah, and the password also labeled on the bottom. Yes.
26:00
Speaker 1
V. K. a. K. K. P. E. So it's connected to the Linksys setup now. My laptop is. Yes, I can access that on my. So now what do I do to. That that'd be great. [silence]
27:00
Speaker 2
Okay. Okay. Can let's check if you can access the Internet. Okay. So, do you like to change your Wi-Fi name and Wi-Fi password? Okay. Let's proceed to use the web interface. So, since you know how to access it, [silence]
27:00
Speaker 1
One one say that again one what? I I'm on my Google 192 dot 168 Okay. I am at the link to smart Wi Fi. Say, access router at the sign in. It says router password. Okay.
28:00
Speaker 2
Make sure your laptop is connected to linguistics network, then open Google, and enter 192.1.1.1. One nine two dot one six eight dotone dot one. One nine two dot one six eight dot one dot one. Okay to Wifi settings to change your wifi name and wifi password. Okay, use admin, all lower case admin.
28:00
Speaker 1
All right. So everything's there. Wi-Fi, I. So go to, what do I go here? Wi-Fi settings? Uh, what's that now? Oh, yeah, it says 2.5 gigahertz plus 5 gigahertz on my my Wi-Fi setups in my settings. I don't remember. No, we just had we just had one. Before we. before I had one, um, one Wi-Fi. That was it. There was only one.
29:00
Speaker 2
uh yes can you still remember that you split the bandwidth of your wireless network of your 2.4 and five? Can you still remember that you split the bandwidth of your 2.4 and your 5 gigahertz band? So you have two Wi-Fi name before. No before, can you still remember that you split? Uh-huh. Okay, so just create the same Wi-Fi name and [silence]
29:00
Speaker 1
The Wi-Fi name right now is linked as link to wireless. So Wi-Fi name will be JCB this time. Password. I'll keep password the same. And the link says for the 5 GHz. I will do JCB again. Wi-Fi password just the same there and hit apply. Mm. [ silence ] Um, um, um, um, how many devices in the house are connected to the Wi-Fi? Probably 50, probably 10. So you have probably three TVs, you probably have two computers, you have phones. So you probably have 12 devices at any given time are connected to the Wi-Fi.
30:00
Speaker 2
I'll call the Wi-Fi. It's to reيورForgove Paul, right? Okay. And then password for that? Let me call the Wi-Fi. It's to re veroorForgove Paul, right? Okay. And then password for that? [silence] Hey Siri, call laptop password. I'm just gonna, uh, change that. [silence] Hey Siri, I call my Linksys password. [silence] I'll call you back. [silence] Do you have security cameras? Or how many devices do you have that you're commonly used to connect with your Linksys network? [silence] Completely connected.
30:00
Speaker 1
Oh, okay, I guess very cool. Okay. And it says it's working with the router now to make the changes. [silence]
31:00
Speaker 2
And for example, say on the future, if there are devices that won't connect to the network and it's recommended to have a 2.4 gigahertz band. So, go back to the links of my WIFI tool. So, to avoid any disconnection from your devices, just leave the WIFI name of 5 gigahertz band the way it is. But for the 2.4, just add _2.4, so that it will split and it will detect on the network list. That's the only thing you'll need to do in the future if there are devices that's recommended to connect with your 2.4. Because now, or currently, they're working together. Now, since you've changed your WIFI name and WIFI password or restored your original WIFI setting, so click apply.
31:00
Speaker 1
It says it says router not found you are not connected to your router retry oh okay got it I lost the wireless connection that's what you're saying because it changed JCB connect that's correct connecting enter the password and all days through okay thank you
32:00
Speaker 2
So you will totally disconnect. So all you need to do is to reconnect your device Oh yeah connect your phone or computer because you're connected with the setup or uh linksys layer or the default WiFi name Okay. Go ahead. Okay. So what I will going to do sir is to provide your transaction I.D. as your reference. So, are you ready to take note. Okay.
32:00
Speaker 1
take my name is working. just double check this. this is working how come it's not. all right I'm good. all right so I am good. everything's working so number one thank you very much for your help. um how do I and you said I was just trying to get a receipt let me see if the receipt came through now that I have here. um. I. okay yeah there's nothing nothing's come in yet.
36:00
Speaker 2
Okay. Now it'll check your email also, sir. It is actually processed through PayPal.
36:00
Speaker 1
So is it are you sure the email's correct? PEIEN. Yes, that's it? Okay. Yes.
37:00
Speaker 2
Oh, God. So let me just provide your email. It's J for Juliet, E for Edward, Litter F for Frank, F for Frank, C for Charlie, B for Boy, I for India, A for Edward and for November@hotmail.com. Yeah. So, I to really apologize for the inconvenience. But as a proof, let me provide your transaction ID. So are you ready to take down notes of this one? Okay. Number seven. Then X for X-ray, letter F for Frank, three. X for X-ray, seven for X, L for X-ray, V for Victor, six for six, R for Romeo, X for X-ray, then E for Edward, C for Charlie, H letter A for Aoba, D for Delta. Okay. So that's your transaction ID.
37:00
Speaker 1
All right. Got it. 1132040. Okay, great. And look. No, it's okay. I just go ahead. You were you were saying? No, we're we're good to go. Thank you so much for your help. I really appreciate it.
38:00
Speaker 2
two, two, two, two, seven zero. H for Henry, nine three four, one two one one. And I will also provide your ticket number. It's one three two, zero four zero. Okay. So since, go ahead. Is there anything else that I can help you with? Since we successfully set up your link is router. Okay. You're welcome, sir. And thank you so much also. And I would like to set an expectation that this is one time.
38:00
Speaker 1
Awesome. Awesome. Thank you so much for your help. You too. Stay well. Bye-bye. [ music ]
39:00
Speaker 2
Okay. Yep, there you go. Bye. Okay. Can you please end this call for me? Thank you. Yeah, it's okay.
39:00