V2 Rubric Detail — b7250f04-7fe8-11f1-a…

Hi. Yep, speaking. Yeah, I'm just yeah, this is fine. I'm just kind of frustrated. I've been having ongoing problems ever since I bought the unit. I've contacted you guys countless times on it. Every time the first level passes me to the second level and the second level tries to help and we reset the devices. We update firmwares. We reset to factory. We relink. We do all these things. that works for a week or so and then it just reverts right back to what's happening. What's going on is every time I try to, I'll be in the middle of a zoom meeting, it just dies. I've also been having some power issues in my RV. I'm having a, I'm having a huge power issue. So I don't I don't know if that's probably some sort of conflict, but these are two completely different things. I hate to mix up the issues. A, it kills the whole America. You can't waste a lot of time looking into an issue. It don't look like I'm not dealing with the issue. Docs actually is trying to make the RV team try and help me through the whole issue, but it seems to be a much bigger can of worms. It's like, that's number one for me right now and Gotta do something else.

after year and now, and I, and I, and I keep noting, like I keep saying, I'd like to get these units replaced as per your guys' statements 20 different times now. You guys, I feel like you guys are just dragging me out until the point where today they told me, oh, you're actually outside of your warranty now, which is very frustrating because I've documented these problems since I bought the unit, and I've been told numerous times that we'll get these taken care of and replaced, but they just want to double check things a few more times and to call back. And every time I call back, they string me along by saying the same thing, and now I'm outside of warranty, and I'm kind of pissed off because my internet's... if I go over to the gateway and connect wirelessly to my shop terminal, it works totally fine. It's your guys' side of the system that's not working right.

If you look at the history on my phone number, you'll see I've called in countless times about this. Thank you so much. [silence] hi [silence] yeah I've done I've done this I've done this like 17 times with you guys already [silence] Yes, we've done all this. We've done this. We've done everything we're going to try. We've done like 20 different times. Is it not in the notes? [silence] Like this just so frustrated. [silence] Like we've switched nodes. We've reset nodes. We've updated everything. We've yeah. It's just this is so frustrating. Like I'm just like I don't know if I'm going to be able to go through this another time with you. I'm just never going to buy anything from Linux ever again in my life. [silence] Like this is insane. Like you guys you guys have wasted probably like 20 hours of my life troubleshooting stuff and telling me that we're going to replace it and then I just need to call back and waste another 10 hours every time I call. Like it's it's absolutely insane that it's gotten [silence]

It's gone this long without you guys doing what you say you're gonna do. Do you want case numbers? I have multiple case numbers for you. So like what's the point of even having this? Like, I'm still having the same problem. Everything that you and I are gonna do right now is just a complete waste of time, because these units are defective and they need to be replaced. I work out of town. I'm back for like two days a month and my interconnect is always shit. Like it's just so frustrating that ugh. All right. What do we need to do to start going through this nightmare of these garbage products?

I don't know. Okay. No, I have a phone the phone that's currently connected. I have the links this app. Yeah. Okay, it's just getting the router settings. I know, but I've called every time like this is what pisses me off because every time your guys have told me, don't worry, we're going to get it replaced. Just go and test these new settings we've done and call us back. And then I called them back and you guys screw around and change more settings and do more stuff and want me to keep checking it out again. So that's what I keep doing. And then I don't oh.

Uh I'm not always home so I don't always think about it and then when I come home and my internet's still doing this stupid shit, I call you guys. You look at all the times I've called in, I've called in probably like 25 different times about this. Like how and every time they're like, don't worry. You're still covered under warranty. And every time I'm like, you guys just keep saying this and keep string me along so that by the time this happens, you guys go, oh, you're actually not covered under warranty anymore. Like that's absolutely ridiculous. I've been documenting these problems since day one. Literally night one I plugged these pieces of garbage in. I should have took them back to the store and returned them and got my money back. All right, I'm in the app. What would you like me to do? Uh network administration.

All right. All right. You should have them. I'm sending again.

It's the, hold on one sec. Can I have that info?

It is the Shaw gateway XB7. It's made by Commscope. C-O-M-M-S-C-O-P-E. The Shaw system works flawlessly hard wired and wirelessly. Vee. No, my, I've plugged my PlayStation into it and it works. So I plugged my PlayStation into the modem directly. It works. I've done my PlayStation wirelessly as well as my phone wirelessly. That's my first thing I check every time. I'll be doing something, I'll be in a meeting, I'll be doing whatever on my phone or on whatever I'm on. [silence] My PlayStation, and then it'll just drop what I'm doing. Or it'll say, you're not connected to the internet anymore, would you like to use cellular data if I'm on my phone. So then what I do to test if it's my internet that's down or if it's these stupid [silence] Linksys [silence] smart garbage hubs, I'll switch to my Shaw network and every time I switch to my Shaw network, my internet works totally fine again. Then I'll switch back to the Linksys network. It'll say you are connected but you are not connected to the internet. So then usually I can just go into the Linksys, and again, it's a huge pain in the ass 'cause the whole process takes about 20 minutes. Go into the Linksys app. I manually restart my routers, and then I wait for it to restart. And when it restarts, normally it's back working, fine again. This time, it has not worked, and it has not worked, and I've reset it multiple times. And I go over to my Shaw gateway and it works totally fine, and then I come back to Linksys, because Licksys. I got the system so that it can reach parts of the house that the Shaw system will not reach. So, I've gone through. I've configured all these settings so that the Shaw router is optimized has optimized settings for the Linksys system. I've changed

It is red right now but that's because I have restarted my Shaw router as well. [silence] So if we just give that if we just give that a couple of minutes till that's back online and every time it says I'm connected but there's not connected, it's blue. Like it's showing that it's working. And I'm like, because that's the next thing I check after I switch networks and figure out a bit, then I go back and see, okay, what color is the thing? Is it red? Is it orange? Is it green? Is it blue? it's just so frustrating. [silence]

ar he goes Susan's while I wait as well. Ah, one sec. uh, Yeah,

Okay, that's back on and the light's blue again.

like on my Shaw system or on the Lynx system? I'll take. uh not with me at the moment. Is there any other way to accomplish this? Uh, I'm like the tablet runs on the same operating software as my phone. okay, I've got a tablet iPad.

Yeah, hold on. I'm not going to be able to connect though, because I don't have internet. It's just going to say I'm connected, but I don't have internet and I don't have. Okay. Okay. Which website do you want me going to? I am.

um, trying to reach links is now if you're trying to administer linksist now based Wi-Fi 7 router and reach this page and may be due to one of these reasons. um, um, your current device, sorry, you know, I don't need to read this to you. No, it's just No, it's just a page. It says trying to reach links is now you mark. And it's it's it's like it fails.

It says you're trying to reach [link] this b... give. Yeah, just let me finish talking. You keep interrupting and I stop breathing. Uh maybe due to one of the reasons. Your current device is not connected to your router's network, which is not the case. I'm connected to it. Your VPN is enabled, which is not the case. Or you're using a custom DNS provider, which is also not the case. So it's not working. 192.168.1.254. 1

I'm getting a link this why am I getting a warning when I try to access my router settings in a browser? It's like a warning. It's a link sorry Spages. It's gonna, okay. Connection is not private. This website may be impersonating show details. Safari warns you to learn more, you can, okay, visit the website. Okay. Continue the Wi-Fi. The smart. Yeah. Okay. Access router, router password sign in the

I don't know what it is. correct. anything else or just did min. I'm incorrect. Yeah, I'll try. Where do I find the recovery key?

the key didn't work. Okay, I'm not by that one right now. Yeah, I'm not by that one right now. Is there another way to do this? This is so fucking frustrating. Like are you so at the end of this when we figure this out, are you going to be able to replace these units for me or are we just wasting our time right now? So can I speak to a manager then because we're wasting our time right now. I've like I've documented this fucking problem 20 times with you guys. This is unacceptable.

I would like to speak to a manager that can actually make a call on this, because we're just wasting our time. Thank you. Yeah, that's great. Thank you.

No problem. Awesome. Thank you so much. [silence] No, I'm great. Thank you. Someone told me I needed to be more kidding around better. So, the reason that I'm calling is I've had this problem going on, ongoing intermittently since I bought these units. I've been, I've, documented it numerous times. I've called in probably 20 to 30 different times about this exact same issue. Your support agents have continually strung me along telling me, oh, we've optimized settings, we've updated firmwares, we've done everything we can. Everything should be working fine now. It works fine for a couple days and then it goes right back to what it was doing before. I work out of town, so I don't always see it. I am told every single time I call, oh, don't worry, you still have lots of warranty left. Just call back and we'll get it replaced for you. I've been told that like 10 different times. I've called now because I'm back from work. I'm having the exact same problems that I've documented since day one. Go and look at my phone numbers. I highly recommend you do please and you'll see that I've called in like every six months or every year I call in over these same problems over and over and over again. I'm continually told that we'll get these replaced for me. We just wanna change noichi switch to a different parent node, update firmwares, do all these things that are gonna fix it they fix it temporarily. The problem I'm having is the all the devices connect to the nodes, it says I'm connected to the devices with full signal strength. But then when I try and do anything on the internet, it says I'm not connected to the internet. So I'll be in the middle of zoom meetings. I'll be in the middle of playing ranked video games. I'll be in the middle of doing all these important things to me and my internet is constantly cutting out. If I connect back to my Shaw modem or router, it works totally fine, then when I go back to Linksys, it says I'm connected, but you're not connected to the.

So I've been told like countless times now that these are going to get replaced for me if the problem persists. The problems persisted for years and years and years and I had a sinking feeling that you guys were just saying this to string me along to get to the point where we're at today where oh hey, sorry, you're out of warranty. There's nothing we can do for you now. Why didn't you call back sooner? And I'm like, I did. I'm like, fuck. I'm all right. So. That's why I thought. It go ahead. I'll. Yes, so he's going to walk me through the same thing that your other techs have walked me through 25 different times that doesn't solve my problem. So I we can do it if he wants to do it, but I'm telling you it's just going to be a big waste of time because I've already had.

So, there's nothing you can do for me. I'm telling you, I've had this same problem since day one. What your guy's gonna, gonna do, isn't gonna fix anything. If this was working properly, it would have been fixed on my first call and you guys would have never heard from me again. Why would I continue to call you guys repeatedly? Like, please, like, I can give you case numbers, I can give you all these kinds of things, if it helps. Okay, so if if I go back to the tech and we troubleshoot everything and we're still not able to get this working properly, are you guys able to replace it?

[silence] So who like can I speak to your boss? Who do I need to speak to above you because this is absolutely ridiculous. I spent so much money on these piece of systems that don't even work properly, that haven't worked properly since day one, literally plugged it in day one, and I was calling you guys night one because I had problems. And you guys used to have 24 hour support, you don't even have that anymore. [silence] I don't live in the United States.

[ silicone ] Yes it has, your guys have already talked. like this is such bullshit. [ silence ] Like this is such a joke. like I'm literally gonna throw all this shit in the garbage can and I'm never gonna purchase another Lynis product again. like this is so poor.

And now you're backing out of everything you say once again and you're playing the stupid game of, well, it's actually out of warranty now, when you guys have told me to keep, ah, this is, so there's nothing you're going to do for me. Okay, well, how do I escalate this further because your troubleshooting isn't going to do shit? Yes, I've already asked for a manager from the beginning. Okay, yeah, I would like okay.

sure you do okay well I'll hold I'll hold well that's fine no are they going to call me back today because I go back to work tomorrow and I'm only able to sort this out today I can't leave my I can't leave my bed and breakfast without the Internet working properly and I need this shit working so I need somebody to call me today you guys are so frustrating all right well tell them to call me

Yeah, no, I'm just gonna do shit. Thank you, bye.