Speaker 2
[silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[DOWNWEIGHT] how real I'm having trouble with my link's system router talking to my television that is the basic problem yes I do I do I DC say a hundred and fifty minute that yes A three uh Bezell say uh something for two hundred seven dollars speed stream 81 and I'm outputting only those words is fine
07:00
Speaker 2
Hi, thanks for calling links' technical support. This is Rio. How can I assist you for today? Oh. I do apologize, you experienced this issue sir. Just to confirm, you do have an internet from, you do have an internet right? So the only problem is your TV is unable to connect to the Wi-Fi.
07:00
Speaker 1
I'm having trouble connecting. I've checked all the connections between the service provider and the modem, so that's fine, but getting from the router to the TV is the problem. [silence] And there's some other apps, but the TV is the one I'm most concerned about right now. [silence] Yes, I'm able to, on my phone, I'm able to use the Linksys. I had to switch the provider because the original provider was not working. So I just switched to Linksys. Was, at the 5G, was on the list of selections. So I used that. And it used the password on the bottom of the router to get it to work. So that's where I am. But getting it to talk to the TV is not working.
08:00
Speaker 2
[silence] how about your other devices or are they still connected to the Linksys Wi-fi with internet
08:00
Speaker 1
I'm not sure how to do that. Uh. Uh-huh. Well, I think I did that and what I selected. I don't think the two-point whatever you're saying is was offered. Okay, hang on a second. Let me see if I can do this.
09:00
Speaker 2
Have you tried, sir, connecting your TV to the 2.4 GHz WiFi, not to the 5 GHz WiFi? Uh, you can try to go to the settings of your TV, go to WiFi. Great. You can try to go to the WiFi networks of your TV, sir, so that you can select the WiFi name. Can you double check, sir? Because if you are connected with 5 GHz internet WiFi, then you should also have a 2.4.
09:00
Speaker 1
Okay. All right. I want to go to the menu of network providers. I have a two gigahertz and then the Linksys that I'm on, which is the five. Okay. All right, but I'm not seeing a two. The only one that has two in it, it would be the the one that I mentioned before, but it's just two, it's not 2.4. [silence]
10:00
Speaker 2
Mhm. Mhm. Yeah, you should be connected to the 2.4 sir, not to the 5 if you're using a TV. Okay, just connect it to the two. [silence]
10:00
Speaker 1
Okay, hang on a second. Yeah, it says 2GE DXT. Is that the one that I'm not trying? Okay. It says I'm connected. What do I do next? Yeah. Okay, let me do that.
11:00
Speaker 2
yeah okay then since you're connected can you try to check your TV if you have internet
11:00
Speaker 1
Yeah I'm getting the error message with uh a QR code and a error code of 0.7 0.7. uh I tried to open Prime Video which is the one that I have a subscription with. It worked prior to a blackout that we had and I'm just trying to re-configure things so I can get things working again. Yeah, I can do that. I've done that already. I've unplugged it and done that.
12:00
Speaker 2
What's the error? What are you trying to open, sir, when you receive this error? Hmm. [silence] Can you try to turn off your TV and then turn it back on?
12:00
Speaker 1
but if you want me to do it again, I'll try. But I've already tried several things with the Wi-Fi connection. Those too. Okay, not unplug it, just turn it off and on. Okay. Hang on a sec. So, this is after I switched to the 2 gigahertz as opposed to the five. Okay, so does that mean I could have two speeds? One for the TV and one for the phone and laptop?
13:00
Speaker 2
You'll while have you tried to switch earlier with your Wi-Fi connection since you switch to 2.0 Wi-Fi now you can try to turn off your TV and then turn it back on yes you should not be supposed to be connected to 5 gigahertz Wi-Fi sir because TVs are only be connected to 2 Wi-Fi [silence]
13:00
Speaker 1
yeah. okay. so I I can have two. I thought they had to be on the same network. Okay, right now it's not doing anything when I try to turn on the TV for some reason. I'm going to try it again. Okay, so if I go if I'm on the two now and I tried to go to Prime Video, which I have a subscription for, let me see if it'll work.
14:00
Speaker 2
Two Wi-Fi bands you mean? Yeah, the two point four is for the TV, uh, the five gigahertz can be used go by your phone computer. You can have two. Thank you. [silence]
14:00
Speaker 1
No, I'm still getting the air code uh, uh, uh, uh, uh, uh, uh, the uh, uh, uh, uh, uh, 0.7, even though I switched to the two. Uh, well, I have to wait till it loads. There's a problem loading prime video. Check your device, internet connection, or restart the app. Scan the QR code or go to Amazon.com, which I did, but my laptop isn't working. So I can't do that. Um, that's it. Yes, if I can't scan the curve, but I can't transmit the code. I tried sending it to people, but it doesn't do that. No, I'm not.
15:00
Speaker 2
Just 0.73 .70. Can you tell me more? What are the errors showing there? It asks you to scan the code. Do you have other streaming apps on the TV aside from the plan video?
15:00
Speaker 1
well, there's a free one, but I'm not subscribing. I only subscribe to one at a time, so I only have the prime. [silence] right. I was told it's not the internet. I'm going to try and do YouTube TV, which I think [silence] So it says, can't connect right now. Try again, or open network settings. So it's not connecting with YouTube either. It says, can't connect right now. Try again or open network settings.
16:00
Speaker 2
Like, is there a way that we can try to open any streaming platforms there so that we can identify if the app is not working or you don't have an internet in your T? Okay, yeah, sure. And connect to. I'm sorry, what does it shows when you open the YouTube TV? [silence] Alright, can you confirm to me?
16:00
Speaker 1
[music] 14 y 10 J 0 3 5 0 3 I had uh a power that's what I said we had a power outage and that's why I'm trying to reconfigure things so I can get things working again. so I can get things working again. Yes. It is spectrum.
17:00
Speaker 2
The serial number of your router prior to calling us here. Did you experience power outages or network outages. Is this the first time, sir? You called linksys. May I know, sir, who's your internet service provider?
17:00
Speaker 1
Yeah, I mean, they checked all the connections up until the modem. And that's why they recommended calling LigSys, because they feel the connection between the router and the TV is the link is the part that needs fixing. As Jeff Bisa. J-E-F-G-B-I-S-S-A-B-A-Y-S-A. usartdoc@gmail.com. Yeah, US as in United States, arts, like art and culture. Doc as in doc. about two years. [silence]
18:00
Speaker 2
All right. You got it? Thank you. C.A.C. How long have you been using this router, sir? Is there a [silence] I was able to create a record for you in the system, sir. However, based on the records here, you're our, the router that you have is part of our oldest router or a first generation router, meaning to say, aside that we no longer manufacture this device, we no longer also provide any technical assistance for this kind of router. 'Cause the router might be working fine before it happened that you've experienced, not, um, power outage. However, right now, sir, we don't provide any more technical assistance for your router. Because even if we try to troubleshoot [silence]
19:00
Speaker 1
Well, I guess that's what you're offering rather than help because it's uh no longer serviced. I don't have any alternatives, do I?
20:00
Speaker 2
to the router there is a tendency that we cannot connect it back to your internet or to your network. The reason for that is number one, we no longer have any firmware updates for your router. So, if we're going to try to connect it to your internet service provider, it won't match or it it will have a conflict between the router and the modem. Now, what I can do for you here is if you're trying to reconfigure the whole system or the product that you have there, is I can only send you an email and how you can do it. But then again, uh I do apologize, but I cannot walk you through with this process. Would you like me to send you an email for that? Mm.\n\n\n[silence]\n\n\nThe last option that you have, sir, is to purchase a new router that will... [silence]
20:00
Speaker 1
Say that again please. [silence]
21:00
Speaker 2
No sir. Actually, that is just pretty normal. That's a pretty normal side effect of what you'll box will be experiencing because once the linker it's box were disconnected or will be reset. It will not be able to connect back because there is already a conflict between the router and the modem. So then again, it might be working before.
21:00
Speaker 1
So are you recommending getting a new router, is that it? Right, but how do I know that... how do I find out that the router I'm going to buy is going to be compatible with the modem I have now? [silence]
22:00
Speaker 2
But it's not a guarantee that it's will connect back once it is connected. Yeah, because you have already Wi-Fi seven internet box from spectrum, you should have an upgraded version also of your router so that you will not gonna experience dropping connection, uh intermittent connection and slow internet. that's the purpose of upgrading also. You can just uh you can you can just search or check in the mall uh Wi-Fi six or Wi-Fi seven, any any brands that shows Wi-Fi six.
22:00
Speaker 1
Six or seven? I see. Yeah. Okay. Sure. I understand that. Is there one that you recommend from linksys that's um, um, that's six or seven that's not very expensive or the one that'll work? Yeah, the, the above it would MX what is there a number with the MX?
23:00
Speaker 2
Six? Or seven? Is it compatible to your modem? Yes. There will be a label for that even if there is no one to assist you. There will be a label in the box provided. Wi-Fi, this is a Wi-Fi 6 router. This is a Wi-Fi 7 router. [silence] Oh. [silence] uh, in our [silence] achieve. I can only recommend to you the Wi-Fi 6 [silence] because the Wi-Fi 7 that we have already is out of [silence] stock. So you can check their, our [silence] MX series. Uh, I cannot provide you exact number of the [silence] model.
23:00
Speaker 1
Mm-hmm. All right. So basically, you're telling me, I have a device, the router is no longer compatible with the modem. And that I should replace the router, right? Okay. Is that the root of the problem? Because I'm, I spent like four hours with Sonos and with Spectrum trying to figure out where the problem is. Yeah.
24:00
Speaker 2
Mr. He. Correct, sir 100% I can I can confirm to you. [silence] Uh, yeah, sir because even if we run all the troubleshooting, there is really no not a guarantee that we can resolve this concern because the device again is [silence]
24:00
Speaker 1
And the reason, I mean, the fact that pre-existed before the blackout, do you think the blackout might have triggered this or identified the incompatibility? Right? Right. Right.
25:00
Speaker 2
I selected already to your modem. No, sir. Again, once the device is disconnected, let's say for example, you did not experience blackout, you just press the reset button of the device accidentally. Now, if you're going to call us here, you wanted to reconfigure the device, we cannot reconfigure the device. Aside that we no longer provide technical assistance, we cannot assure you that it will connect back again because once the device is already disconnected from the network or it is not connected from the network, it cannot connect it back because this is again an old router. No firmware updates provided.
25:00
Speaker 1
Sure. What would have caused it to disconnect though? M. Okay. And if you accidentally reset the device, is there a way to Reconnect it? Um well I'm just trying to save on money, you know. So I want to explore every option. So um will you send an email now because the last person I was on said they were sending an email that never arrived. So I'm really skeptical when let me look.
26:00
Speaker 2
Disconnection of the device that you've experienced, sir, number one, do you experience blackouts? So, automatically, the device has been disconnected. Another one is you've accidentally reset the device. No, sir. Again, if you've disconnected it, you cannot reconnect it back. But you can try. I've sent you an email. You can try if you really wanted to use this router. Mm-hmm. Oh, I've sent it to you already, sir.
26:00
Speaker 1
Real quick. Sure. Okay, and of supports. [silence] What am I going to look at? The Linksys Home Networking guide or this [silence] Okay. Now, when I click on that link, it's not working. The networking guide. I'm not sure why it's It says download.linksys.com refused to connect. Uh, there's an error message, error _ connection _ refused. Yeah, well, that's, that's I think, that's part of the problem.
27:00
Speaker 2
This is home Networking Guide that you are going to check first. If you cannot follow the instruction, you can visit support.lagg.us.com. Like what's the error message?
27:00
Speaker 1
Alright, but see, the tricky thing is when I go to preferred networks on my network settings, the Linksys 3 0.3704 5 gigahertz is on as if it is working. That's why I'm confused. And why is that? Because the router isn't working? Right. Okay. So even though it's showing it's connected, I'm not connected. Is that correct? Right. I see. But if
28:00
Speaker 2
Yeah, so if you don't have an internet, you cannot download the app, that information. Yeah, once the router is turned on, the Wi-Fi name should show, but it will not provide you an internet service because the router is disconnected to the network. Yes, you are connected because you've entered the correct password, but then it will not provide you internet 'cause there is no internet in the router.
28:00
Speaker 1
if certain things, say if I'm on Google Chrome, of certain things, open, someone was explaining is because they have cookies, to open them, but certain websites I can't open, like this link says you just told me about, okay? Doesn't open. So, the other ones that are working is because I have cookies, or I have saved their connections. Why are they working and why not? Okay. Yeah, so, certain ones are not working, like linksys and sonos and a couple others aren't working in my book site also. So, those aren't working, you're saying because I'm not connected to the internet, but the other ones are working because I have alternate ways like cookies to open them. Right.
29:00
Speaker 2
yes oh yeah sir yeah the websites that you have before
29:00
Speaker 1
All right. Well, I'm - Spectrum is offering a router as well. I'm going kind of check if they have a six or seven. Would that be one way to go? Because they rent them out for like $10 a month. I can see if it works before purchasing like a, you know, nice router. Yeah. Uh, well, I can call them, but do you know if it would be, um, online or if I - they can activate it online or do I have to go and physically get a router from them? [silence] Yeah. Okay. [Silence] Onsite, meaning through the instructions over the phone, or they do it through on their own end. I don't need a physical
30:00
Speaker 2
Oh yeah, you can try to check also from them. They have already those devices. They will actually provide you a technician to set it up for you on site.
30:00
Speaker 1
router. Okay, because she... Yeah, and I... But that will probably take a scheduling thing. I just need to have it done sooner than later. Because I offered to go pick it up. I just don't know how to configure it. Would it be easier to configure if I picked it up myself? Yeah. But what I'm in... What I'm saying is if I go to like a... If I go to a... A store and buy a router, it's the same thing. I still have to set it up myself, right?
31:00
Speaker 2
[silence] of products that they do have certainly but they have technicians in the line so they can try to assist you through online if you don't want a technician on site. Yes
31:00
Speaker 1
[KEEP_UNCERTAIN] So I'm not sure why I couldn't set up the, um, the router from, um, if I pick it up myself to set it up at home by myself without a a technician waiting for a technician to come and set it up. Anyway, I got the right, yeah. All right, well thank you for your information. Right. Okay, would they be able to walk would they be able to walk me through? Would they be able to walk if I bought one at the store today, would I be able to have someone walk me through if I have problems? And how later you wrote this line.
32:00
Speaker 2
Well, you do have manuals provided. Thank you so much, sir for your time as well. And if you need an assistance, if you purchase our Linux devices, you can always call us back here, sir. Right? All right, bye-bye. Uh-huh. Very good. Yes, sir. You can call us, we can assist you, setting up step by step, your new product.
32:00
Speaker 1
Eastern time. Okay. All right. Thank you. Eh, bye now. [silence]
33:00
Speaker 2
Uh, we are open eight a.m. to 11 p.m. Eastern time. You're welcome. You have a nice day ahead. Bye-bye for now.
33:00