Speaker 1
Hi, I recently purchased a Linksys Max-Stream Wi-Fi range extender and it's not quite doing what I needed to do and I'm looking for a.
00:00
Speaker 2
Welcome to Links design 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 register.linksys.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's 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. [silence] Hi, thank you for calling Linksys. This is Reggie. How can I help you today?
00:00
Speaker 1
A little help. Yes. Yes. Uh Derek Van hill. D-E-R-E-K. D-E-R-E-K. Last name is. Uh two words V-A-N-H-E-E-L.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from the United States? Okay. May I know your first name and last name? Okay. So it's Derek, D-E-R-E-K. And your last name spells with two words? V-A-N and H-I-E-K. Okay, so it's D-E-R-E-K, V-A-N, H-I-E-K.
01:00
Speaker 1
Yes. 206-375-3538. Uh, it is Derek VanHeel. My name, all one word, at me.com. Yes. Yes. Correct. Serial number is four one P one zero M one two E zero two six nine one.
02:00
Speaker 2
CA - N-H-E-E-L. [silence] and your callback number? [silence] and your e-mail sir. [silence] Okay. So all over case, DEREKVANHEEL@ME.com. Okay, you purchased one range extender. [silence] Can you please provide a serial number of the range extender? [silence] Ca 41F41000PALL.
02:00
Speaker 1
Correct. Pardon me. I guess I'm I. Oh yes, there it is. Yes, yes, yes. Verizon Fios. Uh, Amazon. Uh, I'm sure I have an email with an order confirmation.
03:00
Speaker 2
for Micheal, 12 E for Edward, 026 91. Okay. So it is an R E 7 350. Is it an E73, RE 7350. The model number. Okay. And who is your internet service provider? Verizon. And where did you purchase your range extender sir? Amazon. Okay. Okay.
03:00
Speaker 1
Well, I followed all of the instructions and it seems to be completely set up, uh, but I'm just not getting any decent speeds off of it. My, uh, when I'm close to my base router or even, you know, near the Wi-Fi extender with the placement of the Wi-Fi extender, I can get 200 to 300 MB per seconds download on the on the base network. But when I switch over to the extension network, no matter how close I am to the extender, the fastest speeds I'm getting is like 30. How do you mean? [silence]
04:00
Speaker 2
Well, during the setup process, I will also send you a message via email to attach a receipt to update the warranty status of your Linksys Range Extender. So what have you done so far with this device? Yeah, because I know your internet speed subscription, your internet
04:00
Speaker 1
[silence] Uh-huh. Yeah, I mean, I can get 300 on my on the base router. But somewhere between the base router and the extender, there's just a massive speed drop, and it seems to be the case no matter where I put the extender. Have I tried to connect it to what? So, at the moment, if you were to draw a straight line through the wall, it's only about 15 ft away. I've also tried it about 25 ft away.
05:00
Speaker 2
Yeah, because it's a waterless, unlike for our devices for, for, so can only get 50% of your internet plan. And then there's a lot of interference and it's wireless. So you can get a, but have you tried to connect it with your 5 GB and how far it is from the main router at the moment?
05:00
Speaker 1
And it seems to, so you said it can it should be able to. You said 50% the speed is what I should expect. Yeah, the base router doesn't seem to have two separate bands. I was I was looking at you know, during the setup process, it asked for the second band, but I don't see on the on the base router that there seems to only be a a single. You know, in my old apartment with my old router, it I have my network and then I had a network 5G that I could connect to. And this one it's only there's only the one network and I've looked at the router settings and there doesn't seem there's a 6G I can toggle on, but that doesn't seem to create a second network. [silence]
06:00
Speaker 2
Yeah. But can I connect to the f the 5 >g band of your Range extender network?
06:00
Speaker 1
Does any of it - is what I'm saying make sense? [silence] I have not seen a 5 gig hertz band. Okay. Let me disconnect and move closer to the other. [silence] And the WPS setup didn't work at all yesterday. I had to do it through a browser. Even though my router claims to have WPS enabled, I couldn't get that setup to work. [silence]
07:00
Speaker 2
but when you're going to set up your range extender, the 2.4- and 5 GHz bandwidth will appear. ... So it might be that you've created the same WiFi name for the 2.4 and 5. So can you please try to reset this one and try to set up again. Move this one three to five feet away from the main router.
07:00
Speaker 1
Okay. So, that was actually going to be my big question is have I just selected the wrong product for what I'm trying to do? So, is there another product that is better suited for - because, you know, the the way the system is currently set up, it's a it's a co-op apartment, and due to logistics of wiring, I could really only put... [silence]
08:00
Speaker 2
because for if you're having issues with your data with your speed or and 16 you know it is not really the best device to fix to resolve the issue all about because compared with our next mesh. go ahead because if you want a better speed for wireless devices so it has an ethernet port so better to wire this one also to your main router to have a direct speed
08:00
Speaker 1
My base router is at one end of the apartment, which means the far bedrooms are having a severe drop off in speed. My hope was putting a range extender between the two, somewhere in a more central location of the apartment, that maybe I could get a more consistent speed even if it was a little lower. But is there is there a better product to to do that? I see. [silence]
09:00
Speaker 2
because they're so wild [silence] as of now also sir we are no longer manufacture range extender so one of the upgraded range extender that we've been released is this RE7350 so I as of now we are no longer manufacturing range extender you we are we have always have a mesh mesh devices from link site so to have a better speed you really need to wired their device you really have to have a wired connection
09:00
Speaker 1
okay, I mean, it sounds like if I'm understanding you correctly, it sounds like this is just the wrong product for what I'm trying to do and it's not even worth setting it up again, right? [silence] no, it's it's the Verizon provided router, which is uh I don't even know what it is. Let me get down here.
10:00
Speaker 2
Because if the range extender was placed in a closed room or had thick walls in between there it's possibly caused the issue. That's why it dropped. I having slow internet speed. But we just tried to set up this one again and try to separate the bands. And try to connect your devices with your five giga hertz. That way we'll try to separate the band to figure out if the issue still continue. But what is the brand of your main router, sir? Is it from Linksys? Can you provide a model number?
10:00
Speaker 1
I'm not sure I can. I'm looking at the back of it and I don't see a model number. Network settings, password, support URL. I don't actually see a model name on this anywhere. Oh, that's maybe it. There. Maybe. Hold on. It just says Verizon router model CR1000B. CR1000B, yes.
11:00
Speaker 2
Hi, I'm Jordan Shawn Wilson, and I'm an agent here at Cruel.
11:00
Speaker 1
There's a modem and a router. Yeah. I believe so. Uh my, wife did called. It's under her names and she did call the other day and ask them and they just offered uh, you know, said that their website has a variety of range extenders that they'd be happy to sell us. So, I don't know. Maybe she just needs to call them again.
12:00
Speaker 2
Is it the gateway? Is it a combination of a modem router? So, how many devices provided by Verizon? Two? Modem and a router? So, two devices. And have you tried to ask them if they have a node that can extend a-widget coverage of your internet? Yeah, but in our answer, since it is a device from LinkSYS also, because
12:00
Speaker 1
okay. so I've I've moved I've moved it I've moved it closer to the router. yes it's about it's about five feet away. okay holding. will the light start to blink when that is sufficient?
13:00
Speaker 2
You can try to reset and reconfigure this one and try to split the band, and allow you to connect with 5 GHz if the issue continues or resolve. So, can you please. Yeah, 3 to 5 ft away from the main router. And kindly press and hold the Reset button for 1 minute. Yes.
13:00
Speaker 1
I really have to hold this thing a long time, huh? It is not. I am still holding the button. It's solid blue. It's not changing. All right letting it go. Oh once I let it go it started blinking blue.
14:00
Speaker 2
Is the light indicator changing? What is the light indicator? is it blinking amber? Yeah, because when you press and hold the reset button of the range extenders, it will change. It'll blink. okay, try to let it go and observe the light again. okay, keep on observing it. Let me know once it goes, [silence]
14:00
Speaker 1
okay. it is still blinking blue. should i try hitting the reset button again? (no text) (laughs) oh, there it went. now it's gone orange.
15:00
Speaker 2
Is it blinking orange now? [silence] Keep on observing it. [silence] It might be still booting up. [silence]
15:00
Speaker 1
Well, my computer's in the other room, I can... Actually, let me see if my iPad is charged enough. I can bring it out and so I'm not having to do it on my phone. Maybe. All right, let me bring my iPad out. There is the LinkSys extender setup. [silence]
16:00
Speaker 2
Linksys Rate Extender default SSID. Are you currently using a computer?
16:00
Speaker 1
Connecting. All right. That's connected? Mm-hmm. Oh, it's given me a pop-up already to the Linksys. All right. Yep. Done. I want this as a wireless range extender. To connect to that network. [silence]
17:00
Speaker 2
Okay. Okay now open a browser. Okay. So it shows, Welcome to R7000350 extender setup. So, click start setup. [silence] And then enter your wireless network
17:00
Speaker 1
[KEEP_UNCERTAIN] Oh, what was my pass? What will the password on that? What would, say, next? No, it just says it. It says connecting to the network. I entered the password for the network and it just says connecting. Mhm. [silence] Oh, what was my pass? What will the password on that? Mhm. What would, say, next? No, it just says it. It says connecting to the network. I entered the password for the network and it just says connecting. Mhm.
18:00
Speaker 2
which is your main network.
18:00
Speaker 1
Extender is having trouble connecting to your wireless network. First, try restarting your router. Give it a few minutes, then try again. Should I restart the router? I mean, it hasn't been, but we all right. Router is restarting. [silence]
19:00
Speaker 2
You can, but be your router is having internet connections having issues with a connection at the moment. [silence]
19:00
Speaker 1
[silence] Hm Uh still restarting appears. [silence] [silence] [silence] [silence] Huh. I don't think it should take this long. I'm not sure it's completely restarted yet, but I'm trying again. Nope, says it's still not connecting. Give it another minute, I guess. All right, router looks like it's finally up and running again. Trying again, connecting to network, connecting. There we go. Yes. And I
20:00
Speaker 2
So, you're currently on the page that shows your extended network. Okay. What is your wifi name for that point for?
22:00
Speaker 1
I see a it's Verizon six P seven N KP underscore e x t. that makes sense? that makes sense. on- under security mode. yep. I see WPA three slash WPA two mixed mode and then, I see a WPA, okay that's what that was already what was selected by default. [silence]
23:00
Speaker 2
Okay, Keri. Add underscore 2.4 for a 2.4 GHz band. And then underscore 5 below for the 5 GHz band. And then for the security mode, for your 5 GHz band, click the drop down arrow and what are the options given? Yes, for the 5 GHz band, click the drop down arrow. Okay. Uh oh. Click that, select that. The - cc mode. Okay. So, click next.
23:00
Speaker 1
next Now, of course, it's telling me it's too close to my router because it's five feet away. Well, it's asking me to create an admin password. Is that necessary? Oh, sure. Sure. Sure. I think before I just used the same password as my Wi-Fi network so I would remember it.
24:00
Speaker 2
connect anyway, and then click next. Okay. You can, you can also use admin, the word admin, default admin password. All lowercase, a-d-m-i-n, if it will work. Okay. You can also use your Wi-Fi password so that you'll remember it. Uh-huh. [silence] So, language can be English or Spanish. How to tell a voice for server? How to handle a fast startup sequence? [silence]
24:00
Speaker 1
Right, saving that. Skip that. Okay, it says extender is set up. It just switched from flashing blue to solid blue. Oh, it just went back to blinking blue. and the only net.
25:00
Speaker 2
they ready to light indicator of the range extender okay clearly connect a connect your iPad to your link this range extended network to five gigabit bad okay keep on observing it [silence]
25:00
Speaker 1
Okay. Yeah, maybe just needs of minute. [silence] Yeah, so still blinking blue and it's not showing up as as a available network. Oh, the 2.4 is now showing up as an available network, the 5 is not, oh there is the 5. But the light is still blinking blue, so we'll see. Okay.
26:00
Speaker 2
That might. But let's just wait for the range extender to turn solid blue.
26:00
Speaker 1
Great. So, it is now solid blue. Let me try to connect to the five. [silence] All right. It seems to be connected. [silence] Yep. I'm there. Yep. I'm running it now. [silence] I'm at speed. I'm at speed test.
27:00
Speaker 2
and then fast.com or speedtest.net open a browser search fast.com or speedtest.net to run speed test so are you currently on speedtest or fast.com [ silence ] Yeah butt off course your five gigahertz ban is
27:00
Speaker 1
Yeah, of course. What, how, how would you define short range in this context? No, I understand that, but what is, but is, but what, like what at maximum distance is considered short range versus long range, or is like, is 15 ft considered long range or is 50 ft considered, you know what I mean, like what the range extender was about 15 ft away from the router? Which was, which was about, which was about theTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] [Mumbles] [Mumbles] [Mumbles].
29:00
Speaker 2
Compared with the 2.4 gigahertz band will provide a better speed. But this 5 gigahertz band is recommended for short range. For example, you have security cameras that might place outside and it's too connected with a range extender. So there's a possibility that it will not connect to the 5 gigahertz band. Shorter range, which means how far it is from the main router or from the range extender. Yes, but earlier, where did you placed your range extender? No, I still said it's a shorter range.
29:00
Speaker 1
Which was about the middle of the apartment. I suspect there will be. All right, plugging it into where it was before. [silence] And I'm guessing it's gonna blink again for a while, right? Yep, there it starts blinking. Sure. Sure. Yeah. Yeah. Yeah. [silence] It's fast.
30:00
Speaker 2
Yeah, but how about this one, sir? Since the range extender is now solid blue, relocate that one back to its original placement as it was earlier, and then let's try to check and observe if there's an improvement with the connection. Yeah, and it will take three up to five minutes for that range extender to reconnect. [silence]
30:00
Speaker 1
All right, solid blue. Let me try connecting to that network again. Mm-hmm. Let me try a speed test here. Oh, so much better.
32:00
Speaker 2
Okay. Reconnect to 5 GHz band. Okay, from now on surface. Try to connect your wireless devices to 5 GHz band and try to observe the connection.
32:00
Speaker 1
Mm-hmm. Okay. Okay. Okay. All right, great. No, thank you very much for your help. You too. Thank you. Bye.
33:00
Speaker 2
Issue continues. You can also feel free to do an upgrade. But for the meantime, I sent the message to your email. Kindly also attach the screenshot or photo of the receipt. So is there anything else that I can help you with? Ok, you're welcome Derek and have a great day. Bye for now.
33:00