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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 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.
00:00
Speaker 1
Yes. This is Robert Hillman. I currently have a Linksys router that I purchased from you. I don't know if it's in warranty or not. I think it's a couple years old. Uh, but I have a question. I, I'm having, uh, well, my people... I've got a Ring camera, and they're saying that it 11 on the upload, the 11 is not fast enough for upload.
05:00
Speaker 2
Thank you for calling great wide insurance This is Eppie How can I help you? [silence]
05:00
Speaker 1
speed B. and I'm wondering if, if, uh, they're claiming my internet company claims are given 14.6, but my your links is only putting out 11. Is there any way we can check that to see if it'll put out 14.6? I have. Uh been a while. Uh, it's Robert Hellman. Hi. That's correct. Uh, email address is Hillman, h-I-L-L-M-A-N-R-D@gmil.com.
06:00
Speaker 2
Okay, let me just verify your record here, sir. Have you called Линксейс before? [silence] Alright, um, let me, I just check your record, but it says no record found. Can I have your name, please? Hillman, is it H-I-L-L-M-A-N. And your email address, sir?
06:00
Speaker 1
Okay. The model is WPS 404 021 78. Serial. Right? Right. And then I got another, that's what it says. And then it's uh, 45C10M2AD01528. Hang on. Oh, look at this. I got it. I took a picture of it. [silence] Okay.
07:00
Speaker 2
can I have the model number and the serial number of your links US device? uh, model number, sir? is that the model number? okay, let me verify that serial number. That's 45, C for Charlie 10 M, W like Mary, 28, D like David, 0 15 28. Is that correct?
07:00
Speaker 1
Let me read it. I'm reading it right off my picture. Four five C one zero. Amazon Mary two A D-O one five two eight. Okay. Oh, Oh, hang on. There might be something on it. I'm gonna walk down. Yeah, I was taking, I took a picture of the bottom of the unit.
08:00
Speaker 2
Let me just try to check this serial number, sir. [silence] Okay. Um, it actually shows no data, nor N using the serial number. Can I have the model number again, sir? Try to look at the front of the device if you see N new model number.
08:00
Speaker 1
And that was all. Yeah, all this, the data plates and everything. Hang on. I think there is something on the front. Um, there in a second. [silence] It just says Lynxis. Lyssis. Uh, that's it. Just the word Lynxus on the front. Hang on. I don't have the box. Over here. What's this? Model number. MR7500. [silence] Alright. [silence] .
09:00
Speaker 2
Any description, if you still have the box, check if and how long you've been using this [silence]
09:00
Speaker 1
[silence] a couple years. [silence] I bought a new from you. [silence] uh spectrum. [silence] Right. They're saying they're going to put more more speed out than your modem says. [silence] Uh well, I [silence] haven't really specifically checked speed on each one. No. [silence] But [silence]
10:00
Speaker 2
no sir uh yeah cuz you mentioned that you had this for years couple of years um do you still recall um you know the uh uh if how many hold on let me just check yeah when when you check the speed air you hardwired to the links device or you're wirelessly connected to it well about your computer are you did you run speed test on the computer It's all wireless. Okay. Yeah. So you mentioned that you had this for a couple of years like how many years or two to three years
11:00
Speaker 1
Something like that. Couple years. I'm thinking. Mm-hmm. Oh, OK.
12:00
Speaker 2
do the three years. okay yeah so probably yes um we in your case actually Robert we may need to check if the router has a latest firmware okay so we can do some test there as well after the firmware update and um based on our system here um since your device is already go I mean you had it for two to three years it's already out of warranty sir okay and for out of warranty devices you're no longer covered for free technical support okay however what we can offer you sir is our website we do have a support site actually wherein it will give you articles and um related to your issue okay so you just need to uh search for
12:00
Speaker 1
I 15 bucks, you said? I will. I will. Well, here's here's what I'm... here's what's going on with me. I've had all this stuff in place and none, nothing has given me any problem. In fact, to rain campus [silence]
13:00
Speaker 2
For slow internet speed, how to improve your internet speed or something like that. Our website is support.linksys.com. You can also take advantage of our AI tool at the bottom right, okay? So you can ask our AI agent how to do it, how to improve your internet speed, okay, using your MR7500. Our second option is the paid Connect service which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting, okay? And this service is non-refundable. So, how would you like us to proceed? Yes, $[REDACTED_PAYMENT_DIGITS] One-time payment. You can actually try our website first, sir. And you can always always give us a call back. Yes. The website is support... linksys.com. Yes. Uh huh.
13:00
Speaker 1
Camera works. It's just they're claiming that I don't have enough upload speed to transfer data. So it works, it's all uh but when I want to play back a video or uh someone at my front door, it doesn't have enough uh it can't connect, okay? So, other than that, the whole thing works, so it's kind of weird. I this is all just starting to happen. Yeah, it was working fine before. So, it makes no sense to me. Yeah, it won't play back. Yeah, it won't connect. Uh right, right. Uh for the ring camera. Yeah, I've gone over it.
14:00
Speaker 2
And it's a hand up. that was working before? And so you're only having trouble with one device, which is your ring camera. It won't uh play the uh some videos or something. It doesn't uh the playback is not working. Yes, so have you checked this one with the manufacturer? with Yes.
14:00
Speaker 1
extensively with them and they claim, well, it's either hardware, but they said that spectrum upload speed of 11, which is all I can get out of the current uh thing that I have. They said that's not enough. Well, I've had, it's been enough for the last two years. Why all of a sudden is that not enough? Makes no sense to me. So, so I'm just, I'm confused more than anything, so whatever. Um, just one. No, they're saying that I, I went online and they said two, two on the upload speed should run a ring camera and they're saying, well, the playback it needs more than 11. So, it it's a nice ring camera I can play back the audio and see who's there and all that. But
15:00
Speaker 2
how many ring cameras you have? so it's uh just one, okay. I thought you have uh several ring cameras because actually you can isolate it.
15:00
Speaker 1
But it's working. It's been working fine. All of a sudden, it's I'll go on your support thing and see if I can uh giffy up that speed on that that that router that I got. It's a dual mode router from you. It's got a 5 and a 2.4 speed on it. So there's no reason why I can't make that thing working. And the Ring camera does definitely want the two. So I I made sure that's all correct. And there's no reason why none of this should be wo- should be working fine. In fact, the Ring camera is, it just won't play back. That's weird.
16:00
Speaker 2
yes that's right anyways anyways is okay yeah so actually sir what we can we what we can do in our end is to really check if the firmware is updated and do some adjustments on the settings like the security settings the Wi-Fi settings so not really uh i i i
16:00
Speaker 1
Right right, that's basically uh, so that's part of that $15 I'll go onto this support site and see if I'm fairly decent. I've got me I've gone through hell on this. I'm on this for a couple days, so I'm getting pretty good. Hahaha. So, uh, uh, in fact, with the Ring person, I went, I knew as much as A Bia on, you know, and then they go, well, there's nothing more we can do. Well, it just kind of floors me and and kind of like I'm out of breath. Okay. All right. So, I'll I'll go on that thing.
17:00
Speaker 2
more advanced configuration for that because as you've mentioned, it was working, the internet is working. Yeah, so probably we can also run some speed tests behind the router to compare the speed that you're getting from your modem and the Linksys. Okay. Sorry for the inconvenience. I just wanna same number, sir. OK, thank you so much for your time. This is Eppy from Linksys. Thank you for calling. Have a great night, sir. Thank you. Bye.
17:00