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 one now. For out of warranty, please have your devices 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] Hello, thank you for calling Linksys. My name is Ms. Voss. Is this your first time calling? Is this your first time calling? You may have your first and last name.
00:00
Speaker 1
uh it's uh sarah dot uh-hurcker hu C K E R 2 4 8 six at gmail dot com uh eight six eight. It's eight oh five, uh, eight six 4-975. Um, I've got a box, black box that that the internet is supposed to be attached to. And then I've got like a couple of little white towers throughout the house. I think like three or four. [silence] See. The serial number on the black box is 12 B as in boy, 106, 0541, 4147. I'm sorry, the what? The model number Yes, I don't know. Yes. Yes. There's a serial number of Mac address. And And a FCC ID and I see, model number, there we go. EA2700. I have the little, I have I have the, I have little white powers that are placed throughout the house to enhance the internet, but the main the main thing is hooked up to the black box that I just spread to all the information I have one in the attic that's right next to the black box that I just gave you, and then there's another one in our room and then I think there's also one in the living room.
01:00
Speaker 2
So you have this EA2700 and you have another white main like extensions connected to this thing system router? So yeah, let me repeat my question. You have this black box.
03:00
Speaker 1
correct yes where am I going um oh here we go hold on sorry I'm up in my attic it's a little awkward uh serial number is two zero J one zero C six eight seven one zero zero three four and this one I don't know where the model number it is um
04:00
Speaker 2
EA2700, and you have another white box connected wired to this EA2700, is that correct?
04:00
Speaker 1
Ah. I've got a name, a password, a recovery key, and a Mac address. Oh, there we go, model number. Sorry, I'm up in my attic, it's very dark. Uhm, WHW03 spectrum. Um, I just got off the phone with spectrum. They said the modem is good. Everything else is good to go. They said it was some sort of an issue on your guys's and that it wasn't connecting properly. We have zero internet. We haven't had internet for over 24 hours. [silence]
05:00
Speaker 2
[silence] Will have to be directly connected to spectrum modem. The EAto 700 is a router as well and this is already a very, very old, an obsolete product that we no longer supports. Since your Wi-Fi mesh system is connected to this EAto 700. It might be that your EAto 700 just shutdown. That means it just stopped working considering it's an obsolete device. There is no available firmware, no for new.
06:00
Speaker 1
see that's not that's not possible because the the modem's on a separate property on a property that we're on we don't have access to the modem. we've lived here for eight years and that's never been a thing. so the link the link the EA 2700. Is that one is that from Spectrum?
07:00
Speaker 2
But there are of us, development for that, it will really stop working. Now, um, what you can do you can unplug the netgear 03 that you connect to the EA2700 and you connect it directly to the spectrum modem. You disregard this EA2700. Well, that's how you will set up the Linksys much system and that's how it works. Or, you can order spectrum or get the new router because we no longer provide support for the EA2700 with that Black's router.
07:00
Speaker 1
So we need a new router from spectrum. Okay. Okay. Oh. Okay, we rent, so I don't know how any of this works. Yeah. And they just - they said they just replaced.
08:00
Speaker 2
as I've mentioned, that's already been an end of support product of ours, which is already an obsolete device. So I'd suggest you remove that one and you make the links of, stub zero three, directly connect directly to the modem. Now since you've mentioned it's not possible, then you can request a router from spectrum or you can replace um a different brand of router. So you can connect your mesh system to that since it's not possible to connect it to the modem. Yeah, because this EA 2700 uh might be it was really shut down on its own. It stopped working because this is a very old router. Yeah, so that's the reason why your mesh... I see. So that would be the reason why those white ones turned into solid red, which means it's literally no internet connection from the source.
08:00
Speaker 1
the modem at the other property. So Spectrum will need to give us a new router, and the one that's the link, this is the one that they gave us, well, gave them originally, I would assume. Okay. Yeah. Okay. So we just need to contact Spectrum and we need to have them bring us a new router. I just want to make sure I understand everything that's happening. I very much appreciate your time and your help. Awesome. Thank you so much. I really appreciate you. Have a wonderful night. Thank you.
09:00
Speaker 2
Mm-hmm. Mm-hmm, okay. You can use that. Mm-hmm, just the lynks that, that was the the black one, the E700, replace- you can replace that with the Spectrum router. Yeah. Yeah. Sure, yeah, no worries. Thank you. You too. Thank you. Thank you for calling. All right. Mm-hmm. You too. Thank you. Bye-bye.
09:00