Speaker 1
You're calling me the best, custom. Yeah I'm having some issues with um my, my router and um I'm not a technical person, I don't know much about this shit, but I got a rink system here. The AB router and I have uh Spectrum mobile uh Spectrum is my um internet provider, it's uh the uh wifi on.
00:00
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, 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. My name is Josh, how may I assist you today?
00:00
Speaker 1
Provider, in order for me to, in my house, to use my internet, I have to turn off. The, let me see what it, this is exactly the Wi-Fi network in my house, on my phone, in order for me to use my thing. And sometimes it's asked me to, it shows me my Linksys website page for some reason, which I don't understand. I don't know if that's something wrong with my Linksys or what. I have a model number EA730. I know it's an older system, but, and I'm not sure if maybe the system's not working, because when I go out and I'm not in my house, I have the, I have to have the, I can use my phone no problem, but when I'm in my house, if I don't turn off that, that, um, let me make sure I'm saying the right thing again. The Wi-Fi network. I have to turn it off. And I have to turn on the celliardata and data for a spectrum to be turned on in order for me to use my phone. How can we tell if my system is working correctly or not? No, I'm - I have no other things. All I have is a cell phone, a router, and a television. I don't have any computers, no - or Wi-Fi or Bluetooth options, nothing. I'm as basic as you can be. And besides - besides the actual router from - I mean, the cable box connection, that's the only three things that I have connected to the TV. The TV, the router, and the modem from the cellular company. [silence]
01:00
Speaker 2
I see, uh, for that one, sir, uh, how about your other devices like your other phones, computer, laptops? Are they experiencing the same issue? That's, so I see. Understand. So Got that one. So, uh, the main issue is that when you connect to the links, it's router,
02:00
Speaker 1
I'm guessing. I'm telling you, I'm as stupid as can be when it comes to. Technology. All I know is in order for me to turn on to use my phone and to actively look through webpages in my house, I have to turn off the Wi-Fi router connection, which I don't understand. And I have to use my cellular data in my house, which doesn't make sense. It used to work before and I had changed my TV um a couple about a year ago or so and I don't know if that is the reason why, I don't know what the hell the whole issue is. [silence] Hold on a second. I'm going to turn everything on. [silence] And you can tell me what you want.
03:00
Speaker 2
he uh-huh I see. If that's the case, sir, it could be possible that your router really doesn't have any Internet connection. So you mentioned that you have a TV. So can you check if that TV is connected to the Linksys router's network? Uh, no worries.
03:00
Speaker 1
Let me tell you what to do and how to do it and I will do whatever you say.
04:00
Speaker 2
uh-huh. Uh-huh. uh-huh. Mm-hmm. Yeah. yeah sir. Yes sir. Mm-hmm. I see. Um - May I know the brand and operating system of this phone sir? Like is it an Android or or uh-huh? Mm-hmm.
04:00
Speaker 1
I don't have the exact I have to actually pull up my systems in order if you want me to figure out exactly what what it is. I have my phone available obviously, so if you need me to look into that, I can do that as well. Okay, so it's so you're saying that if the router, because I'm going to go to I've I've only been with Spectrum for a little while and I'm not [silence]
05:00
Speaker 2
Yeah. no worries sir uh however for this one since the issue has already been isolated since as you mentioned your uh TV is able to get online while connected to the router's network uh that means to err that there might be something issue with this iPhone that you have. however you can still further isolate this one by like when you go to the mall or other establishment and then try to connect to their network kindly check if your device or your iPhone is still being able to connect or your get online as well. however if it's not yeah that means that there's something wrong with the wi-fi connection with your phone sir.
05:00
Speaker 1
fucking happy with it. I think it's, they sent me originally one of their routers to use for the Internet, and I told them no. I said, I have my own. Why am I, you know, I paid $250 for it like 10 years ago. It still works. Why would I use yours? Cause they charge you a fee. So, I don't know what the hell they did, but I'm gonna say to the other this, so I can make sure I am saying it correctly when I go to Spectrum. I have the right to use my computer, I mean, my television with the Internet, it'll go through with no problem. But when I'm in my house, to go and use my telephone with the Internet, I have to turn off the router connection. So that means there's something wrong with the way the phone is doing it, correct? Okay, so the other thing you want me to do is to make sure that it's not my phone and meaning like it could be something wrong with the maybe the services that Spectrum is going to. If I were to go to the Pickle Barrel, which is a restaurant down the street,
06:00
Speaker 1
and I was to sign in on their Wi-Fi, and my phone accepts theirs, and it works no problem, that means it's the services from charter or probably the set up connection in my phone. Okay. So that's what I'm gonna do. So you've given me an avenue to look, I will actually go to a restaurant and try to hook them up with their, and then I'm gonna go over to a spectrum, and I'm gonna say, listen, this is not working. We need to fix it. So what if they're telling me that they're not they can't fix it or what else is going on? What's what's the deal with that? What would you recommend? Because they like to they like to not help you when you go down there. You know what I mean?
07:00
Speaker 2
Mm-hmm. Mm-hmm. Yes. Yes, sir. That's correct sir, and however, rest assured that your router is working properly since the TV that it's connected to our router is able to get online. So for now try to further isolate it with your phone, okay? Yeah. [silence] We can... I understand. We can... you can actually try to reset and reconfigure the router sir. However, I believe that there is a
07:00
Speaker 1
Well, I'm going to ask you one question on the back of the because I have the internet cable actually connected to the box because it's Wi-Fi. So, I just didn't know if that was going to make a difference. But on the back of the internet, it says on the cable there, one of the yellow light is flashing and one of them is green. Does that make any difference? Okay. So, that's so we were we I I appreciate what you're doing. What you're telling me is my systems and my equipment seem to be doing their job. Something to do with my phone or their services is not allowing me to operate correctly. So, I'm going to do as you said and I'm going to go to a next place, try another.
08:00
Speaker 2
You already know that. the hardware warranty status of the router has already expired. So, If you want, I can send you step by step instructions via email on how to reset and reconfigure the router. [silence]. Yes, sir. That's actually fine. That means that that specific port or the internet port is working. Mm-hmm. Yeah. [silence]
08:00
Speaker 1
another service and then I don't know if the charter has an actual um loading address I can do down there. So I'll do it here first. And then I will go down there and I will try to see what's going on with them because it's ridiculous. I have I have limited they have like slow internet too. So when you get it for only a little bit and then after a little bit your your services go real slow. So even a simple page sometimes is a pain to load up in my phone. Okay. I thank you very much, sir. Uh that's why I that's why I did business with you guys cuz my friends have said they've always had good services with you guys. So I have no problem with the service. That that machine's probably about what? 10 years old. my the problem.
09:00
Speaker 2
[silence] yeah. [silence] I understand, sir. You're most welcome, sir. [silence] Uh, uh, your router. Yeah. Uh, let me double check here, real quick. [silence] Holler when I'm done, sir. [silence] Yeah. Upon double checking my documents here, uh, your router has all - sorry. The hardware is and the status of your router.
09:00
Speaker 1
[DOWNWEIGHT] Right, but that doesn't mean that that's what I wanted to make sure. So if it even though it's old and it is working, cause like I said, I'm not using it. I'm only using it to run my TV. It's not like it's I'm not I'm not beating it up. So okay. So thank you very much, because like I said, I was getting frustrated with this every time my try to do something, it's not working correctly. I think I'm going to have to uh change services. I think the discounted uh service from these people is not worth the effort. So I appreciate your time. You have been a great help to me and you are very professional. So I want to say thank you very much again. That's up boy. I always say to people, if you got time to complain, you got time to praise. So if you do a good job, you're supposed to give it. So you have done that for me. I thank you very much and like I said,
10:00
Speaker 2
has expired on May three 2019 so yeah the router is a little bit old now so don't worry as long as the route yeah as long as the router is still working rest assured that you can you can still use this one.
10:00
Speaker 1
I'm I'm I'm I'm just get pissed with this stuff cuz I don't understand it. Okay, well, thanks to you, I think I understand now. So unfortunately, you're not going to be able to fix my problem. You have directed me in the right uh area to go and that's the most important thing. So, once again, if anyone has ever here, I hope they give you praise cuz you did a good job. Thank you, sir. You too, bye bye.
11:00
Speaker 2
no worries, and you're most welcome as well. Sorry. Again, if you need further assistance, sorry, further assistance, just feel free to give us a call. Okay? You're most welcome, sir. And again, thank you so much for calling lensister. You have a great day.
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