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 depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again,
00:00
Speaker 1
[silence] Hello, thank you so much for uh you know we're Azure to. find this when by the way from Xfinity Repair Court Team support. I have a customer here Mrs. Aurora. Um uh we actually having a problem with their uh you know whether uh we call this point Extender um from Linksys, or actually Linksys support right.
01:00
Speaker 2
Press 8. 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. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today? [silence]
01:00
Speaker 1
Okay, very good. Okay. So, we actually tried to, you know, do some kind of pretty fresh on plug and replug some stuff and it's still actually doing the same thing. It's actually providing us an error that is, you know, I mean, it's actually on default by the way, like a autojoin, but right now it won't actually let us join. So, is there any way you could help this customer? She have Miss Aurora on the line right now, by the way. Okay. Thank you so much. Uh, what's your name again? I didn't catch it. Yoloka. Yoloka. Thank you so much, Yoloka. I'll go ahead and I'll DJ to the customer at now, just bear with her for a moment, okay? [silence]
02:00
Speaker 2
Yeah, sure, you can now release the line. Rio. Yes sir.
02:00
Speaker 1
Stay ahead, okay? We do as well. Thank you. Thank you, so I will connecting U-assisted you every all right now. Good bye for now. Thank you. Hello. Hi, hello. Are you talking about my router?
03:00
Speaker 2
Hello. Sure. Thank you. All right, hello, Ms. Aurora. Hello. Oh hi. Hello, ma'am. Uh, by the way, the uh technical support from your Internet service provider mentioned that you're having an issue with your extender. Uh, can you confirm to me, ma'am, what's the serial number of your extender, please? Oh, yeah. The router. [silence]
03:00
Speaker 1
So, the router. I have to try and find it. Oh, God. Let me take a picture. Hold on one second. I have to turn. It's a Linksys EA7500. But, yeah, I basically can't connect to my Internet? Like, every time I try and connect, my phone doesn't work. My laptops aren't working. My Internet's not working. Nothing's working. And every time I enter a password, I That's what we think is happening right now or something. Because you guys, I think can see that the modem connection is okay but the router doesn't seem to. I don't know. You guys tell me what I need to do. Um, right now. Let me get a picture and see if I can get you the serial number.
04:00
Speaker 2
that's. yeah. yeah. So, I mean, to say you don't have an Internet connection from the router. [silence]
04:00
Speaker 1
um. and then even when I say connect automatically, like, um, just 5G network or whatever, 5G hertz network, it says enter password. normally it would always enter automatically, and then now even when I enter the password on my phone on my wife I click enter and the password doesn't take, like, it's just not going through. it just says joining, and then it doesn't join, and then it just keeps saying enter password, enter password, enter password, and I'm like, I'm entering the password, but I shouldn't have to enter the password because it's normally auto auto connect but maybe because of the reset. I like I don't know. but this has been happening since yesterday. No. Nothing. I was just working. T: there was a lot of rain yesterday. so I I thought maybe you guys experienced power outage in our neighborhood. there was a lot of rain, a lot of
05:00
Speaker 2
if, if you somehow upgraded your modem. Did you experience network outage this or power outage just Because uh-uh. Yes ma'am. um. Your internet service provider ma'am is Xfinity, right? Okay.
05:00
Speaker 1
No, I didn't touch anything. But he did a reset or something. He said he did uh some reset and then he just told me to unplug the modem, the the plug in the modem that goes. He basically told me to take out that Ethernet from the modem, so I took that out and plugged that back in. That's the plug that's connected to the router. So I did that um but I plugged it all back in. I was just trying to reset the modem I guess. I don't know. Is this the first time I called what?[ silence]
07:00
Speaker 2
Just to double check by the way, did you press the reset button at the back of the Linksys device?
07:00
Speaker 1
Okay. Yes. Pooja, P-O-O-J-A-A-R-O-R-A, OSU Pooja, at Hotmail [pause]
09:00
Speaker 2
Xfinity transferred you to the correct department for your router because we assist you with your router if you've an issue because you do have an Internet from your modem from Xfinity. Now, just would like to uh create first a record for you because I guess this is the first time that you've been in our department or in our company. Uh may I know your first name and last name? Hmm. Alright. How about email address? Hmm. let me just confirm again your email address. It's allfor now.
09:00
Speaker 1
I don't know. I've had it for many years now. Uh what when did I? No need. It was working all along.
11:00
Speaker 2
Yes, as long as it's working and you did not, you know, try to at least upgrade to a newer version of router, I was able to create a record for you, ma'am, in the system. However, based on your record here, the warranty of your product has already been expired. And just to that that proper expectation, that we no longer provide free technical assistance for out-of-warranty devices. However, if you insist, we can still provide you one-time phone support, lasting only for 60 minutes, but there would be a fee for that. And that's $15. Now, if by chance you don't want to pay $15, it's okay, we still have a free option for you. [silence] where in I can send you an email so that you can follow the troubleshooting steps on your own through your email. That is for free. But which one do you prefer? Mm-hm. Mm-mm. aluminum. Oh, I'm sorry. So, by the way, ma'am, for the first option that provided to you, the $15. uh, paid support, 60 minutes, just to set proper expectation that if troubleshooting won't work, we cannot provide you refund. Now, for the second option that I have provided to you, like sending you an email so you can troubleshoot on your own, unfortunately, ma'am, I cannot stay with you in the line. So, it will be your own, [beep] regression that you are going through troubleshooting the device. Now, for as you've mentioned earlier that if, you know, if Byte says that you need to purchase a newer device. So, setting proper expectation again, ma'am, the router that you have is part of our first generation router. Meaning to say, aside that we no longer manufacture this device, we no longer also provide firmware updates. Now, for firmware updates, it's very important because even if we try to troubleshoot the device, we cannot guarantee you that it will still work. Yes, you've mentioned it was working fine, let's say yesterday or the week before. However, when your internet service [beep]
11:00
Speaker 1
So my take is the router is bad and I need a new router if I just want to get this done ASAP. Is and will these new routers, the, how do I, my modem is ARRIS, the guy on Xfinity said I can get Wi-Fi through my modem as well, and I don't know the password to my modem like, you know, I don't have like 100 devices. I only have five, five device two, two phones, two laptops, whatever, four devices that I need powered up. So, can I get [silence] optimal Netgear router. For everyone. For your setup right and for everyone here, you wouldn't need more than one router, but one mesh network instead because you want to have a bed strong network all over you in the home. You want to have an optimal one near the window to try to get a better access to the actual MOS of the speed.
14:00
Speaker 2
provider reset or configure already your modem there will be already a disconnection from your modem to your router I mean to say there is a conflict already with your old links router down to your modem from internet ISP so it's either you want go ahead yes ma'am so that it will be compatible from your modem.
14:00
Speaker 1
Internet right now cuz I have work meetings from my modem and how do I do that? Can you help me with that also the ARRIS? Modem or? That's the modem ARRIS modem, it's my modem. I bought the modem long time ago also. So it's an ARRIS modem that's connected to the Linksys router.
15:00
Speaker 2
Uh, that's actually not our. That's not our router, ma'am. That's already from your internet service provider, expense. So they are going to. Uh-huh. Oh, okay, ma'am. So for your modem, you need to contact their in their technical support, ma'am. See, they can provide you if what's the password of the Wi-Fi, they will be the one who will assist you. You can just remove the Linksys device. Sorry. Yeah, just remove the Linksys device and then you'll have your Wi-Fi for your [silence].
15:00
Speaker 1
And how how do I connect with AARF to have that phone number that you can help support me with or tell me where to go to get how do I get the password for that there. Okay so then for the link if if I go and run for Linksys yes surf board is what I have Linksys. If I go now to the store and buy a router and I go get a router just to get this going. I mean I don't know if I even need to buy a router if I I didn't even know I could get internet straight from the modem to a few devices. But if I get a router what router should I buy? What's the latest generation or what is your router?
16:00
Speaker 2
unfortunately, uh, I don't have the number from them. That's why I tried to slack it here. However, we don't have a number for Technical Support from Rohde & Schwarz. Uh, the model number will be
16:00
Speaker 1
M X 6 200. X. Y phon for 6, 200. And that, that is the [inaudible rather than how do I set it up. I just plug and play. I just take everything out and just plug everything back in and it'll just auto work with the password that will default. Okay, technical troubleshoot and 1-800-327-7114. Okay. And do you think, just I, I, I understand uh, yeah. You, you can't give me too much time but um, thank you for answering these questions. Do you know why, like, when it says [silence]
17:00
Speaker 2
the MX 6200 correct correct no ma'am it's no device is still in a setup mode you need to set it up first there will be a manual provided to you with that or if by chance that you cannot follow the manual you can call us back here technical troubleshooting is for free yeah
17:00
Speaker 1
in your password on your phone. I keep putting the password in and it's not taking the password. Every time I try and log in and connect via Lin Sis 5G network, enter password, I'm using the default password that's at the bottom of the router. I've, you know, I've entered it many times before, auto. I never even had to enter it because it was just auto, right? I never had to, even if I turned Wi-Fi off, Wi-Fi on, it would just auto connect. So now, as of yesterday, it's not auto connecting and it's not letting me log into any of my devices. So do you just think that some what could have happened that the router just the firmware or thing just gets bad and old? I mean, it is a old. Tell me when I bought this. I don't even know. This was probably five, six, seven years ago, maybe?
18:00
Speaker 2
[silence] Well, if by chance, [silence] your [silence] router gets disconnected from your network, even if you connect to that Wi-Fi name showing there, it will really not connect because it does not have an internet. [silence] So, you need to reset up again.
18:00
Speaker 1
I need to reset the router, oh, but you also said then these routers are old, okay? So, then, maybe we should do this. If you can send me the, so, you'll give me the reset instructions via email and then I can try it just to see and then if that doesn't work and it's giving me problems, then we know it's, I guess, do we say "cappuccino", like, it's done and I throw it away in the trash? Is that what I got to do? Or recycle it or take it to Best Buy? How do I dispose of it? okay. and then just go buy a new router and then follow the new Router instructions. but, I don't need okay. And then I don't need a new Aris modem, right? So I these is your Mx 6200 compatible with my old modem as well. So I have a older modem. Also, I bought these long time ago. I and can you tell me when this linksys whatever EA 300 whatever my my version is. What is my version? Um what is it links yeah, so what do you know about eight year old devices? They're old school. They break. This happens. [silence].
19:00
Speaker 2
um yeah you can just uh put it in the trash or e electronically yes now or call us here so we can assist you mm-hmm it's uh eight years old ma'am uh the reason why there [silence]
20:00
Speaker 2
Yeah, it's a- even if the box is old, ma'am, however, the system, from your internet service provider because they have a tool there that they can just- update it. So it's all of the standard of your ISP, your internet service provider, are all Wi-Fi 7. No more Wi-Fi 6 or below. Wi-Fi 4 or 5? No.
21:00
Speaker 1
they're just cold. Wi-Fi four or five? That's like a code for the Wi-Fi. Okay, so then so where so we're saying this router that I have is Wi-Fi four or five. my modem based on technology has been upgraded to Wi-Fi seven. So my router is became incompatible. When did this change happen? Like from because as of yesterday it was two days ago it was working. Um so has this change happened for like six months one year? Oh in this year. Okay. All right. Well, hmm. Okay, so go ahead then. Thank you. Uh if you can send me the instruction, well it won't work any way but
22:00
Speaker 2
That's just the regular Wi-Fi you have for your router. Yes, ma'am. Seven. [silence] actually, it was already imposed this just recently this year. [silence]
22:00
Speaker 1
just tell me the instruction so I can see what what to do and then I can try it just so I can learn a little bit and then I'll go out and buy a new router, but I do want to use if I don't need a router, I can just use Aris modem I need to talk to Arrow customer support or technical support. I I don't know how to find the password. Will they help me? Modem. Modem from Aris. Okay. All right, well, yeah, thank you so much. If you don't mind sending me the email with the instructions.
23:00
Speaker 2
uh uh uh, yes, yes, ma'am, you just remove the link and then just know what's the Wi-Fi password for your Ares. correct. yes, they will provide to you an assistance, ma'am. they, they have also, they will ask you of course, details about your uh router from Ares. and then they will check in their system as well. Yep. Hmm.
23:00
Speaker 1
On what are you saying resetting. Um, let me try that. Reset and reconfigure, reset and reconfigure. It won't work. I mean to your point, right? It it won't work. It shouldn't work. You can't make this router. Can you magically make my router a 7? Oh. Okay. Okay. Okay. So maybe I won't even. Yeah, send the email today. Okay. Okay. Thank you. Okay, bye-bye.
24:00
Speaker 2
reset and reconfigure. So, yes, ma'am. Sorry. No, ma'am. We don't have firmware updates available for your router anymore. All right. So yes, ma'am. Mhm. After our call, give me two minutes, I'm going to create an email for you, okay? You can just refresh your email. All right. So thank you so much, ma'am, for your time. You have a nice day ahead. Bye bye for now.
24:00