Speaker 2
Welcome to Linksys 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 1 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.
00:00
Speaker 2
Hi, thank you for calling sis. My name is Rachel. How may I assist you today? Yes, I'm still here. Yes, go ahead.
01:00
Speaker 1
I unplugged my router and plugged it in again. It blinks blue and then it turns to red and I don't have any internet. Yeah. It's um let's see here recovering. The serial number 2 8 H 1 0 C 6 5 8 0 4 5 7 1. [silence]
02:00
Speaker 2
Okay, understand. For me to address properly the connection on your Linksys router, I may have the serial number of your Linksys router found at the bottom of the router itself. [silence] Yes, please. [silence]
02:00
Speaker 1
The model number, the writing here is very small. Hold on a minute. I got to turn on my flashlight.
03:00
Speaker 2
Are you checking the serial number? And at the bottom of the router itself, is it showing there model number hw03? Mm-hmm, it starts with W hw03. Okay.
03:00
Speaker 1
Mac, I don't see Mac addresses. Oh, oh, oh, model number. There it is. Wm W03 2. No. 770 757 5359. I'm on the Linctous. I'm trying to figure this out myself here. So, it's unplugged. Look at your monocontrol router. Go to settings. This white thing is turned on by this blue Texas and MAC address is over here and the model number is on the box. Not on the bottom of the motor. So, as far as the pages that I'm giving you. No. No. okay, you wanna give me the modem router?
04:00
Speaker 2
How about on top of the sticker on that Mac address information? Sometimes it's on smaller print for the model number. Okay. All right. Thank you. So you have the Linksys mesh nodes. How many nodes do you have? All right. Thank you And is this your first time calling Linksys? May have your phone number so that I can pull up your record here. All right.
04:00
Speaker 1
I'm going to make sure the likes are off, the lights are off. Okay. So it wants me to wait two and a half minutes. Yes. Yes. That is correct. I did not.
05:00
Speaker 2
Okay. We're waiting for that on the app. Let me verify our ev I have a record here under name of Bonnie Watterall. Is that correct? And just to verify, your email is your first name and last name. Let's spell that out. So that I I I'll make sure that it's correct here. It's Bonnie Watterall at gmail.com. All right. Thank you so much. And while my system is checking the hardware warranty over your Linksys device, going back to the nodes. Did you happen to press the reset on the main parent node, the ones connected wired to your modem? I see. So it means it's still unconfigured. They have a computer that can Connect using an Ethernet cable because the plan is we're going to check first if the modem is showing active internet the actual modem itself. Yes, the internet service provider see that there is internet going into your house, but we'll make sure that the actual modem is providing active internet since the note is red and since we don't have a computer, what we can try is resetting the node back to factory setting and set it up. If it's still the same, we can try using your other node as the new parent node. Set up a new network to to identify or to isolate if it's something to do with the current parent node. And before we proceed to that, I would like to set your expectation Boni regarding with the hardware warranty and support of your Linksys router. It's actually ended last May of 2020. [silence]
05:00
Speaker 1
No, I don't want to do that right now. I want to see if this works first.
07:00
Speaker 2
So for our out of warranty devices, if you wish us to further troubleshoot your nodes over the phone, we do have this paid troubleshooting service amounting to $15. It's a non refundable troubleshooting session lasting for one hour. If we determine your device defective and unable to resolve your issue, no refund or replacement will be issued. Would you like to avail the $15 for troubleshooting troubleshooting your nodes? Yes, I understand. Another option that we have here is I can provide you a article guide how you can reset your nodes or the kind of parent node that you have, you can first reset it and then try to set it up again using that network setup guide. It's a instruction step by step guide.
07:00
Speaker 1
I'm connected. Yeah, I want you to stay online and help me figure out my router.
08:00
Speaker 2
by a YouTube channel. I can send it to your email after this call. expect the email between the five to fifteen minutes you can follow that steps. and if you wish to proceed with us a fifty dollars paid support, you can actually up to call us back so that we can assist you. [silence] Are we still connected? All right and anything else for [speaker unpauseable] question or clarification. [silence] Yes, understand. but would you like to avail the $15, so we can walk you through troubleshoot your links this router. You wish us to chocolate
08:00
Speaker 1
they want to charge you? Yeah, they want to charge me. Mhm. Let's run the software. And that will extend the capacity. Capacity to what? Restart your motor restart your battery Check your wiring. Let me press this.
09:00
Speaker 2
you'd like it for $15. Again, it's non-refundable for one hour troubleshooting only. Can I have which one you want to proceed with this? You like the $15, or would you like the network setup guide that we will send via email?
09:00