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. [silence]
00:00
Speaker 1
I could see that elsewhere under names. Oh, this is my first time calling follow up. Yes, Albert. Correct. Lamb L a m L a m. Uh-huh.
06:00
Speaker 2
Thank you for calling Linksys my name is, Paulo. Is this your first time calling or you have a ticket number. I see. Uh, before we get started, allow me to create a record. Can I have your first name? That's A L B E R T. And your last name? That's L A N, right? Got it. Thank you. [silence]
19:00
Speaker 1
Yes 626 area code three seven nine 5128. correct. Yes. Yes albert.retail@gmail.com. Yeah. Yeah. The sorry the serial number or the model number? R E 3567 4243. Very good. Just confirm with a staff person who is standing by
20:00
Speaker 2
uh...for this information and can I have your phone number? six two six three seven six nine five one six two uh...And uh...And uh...And should we uh...should you call us back in a future you can use this phone number as it means for us to uh...pull up your record. And uh...can I have uh...your email address? That's gonna be a l b e r t.ret l u That's r e t a I l @g m ail.com. and also may I have uh...the model number of the luxury system they calling today? A uh...model number?
20:00
Speaker 1
5-0. 41, P as in Paul, 10 M as in mouse. 1, 5, E as in epsilon. 01-3-2-8. 2-h right. Correct. Correct. Xfinity. Uh, I purchased [silence]
21:00
Speaker 2
Uh, internet. Uh, providers. um, explain a bit. And while the system is validating the intel status of the device, how may I help you today, sir?
21:00
Speaker 1
Just an extender. Um, and, uh, just, uh, just got it today. Um, I was testing it. Um, it keeps on dropping the connection. So I connected it. It's within the range. I connected it using the browser option. It said that it was actually right within the right range, actually on the closer side, rather than on the farther side. And then I ran, started running some speed tests. And sure enough, after a few speed tests, it would keep on dropping the, uh, the connection. So I would go to the actual router, um, and see if the router disconnected, or the, and the modem disconnected, and there was no disconnection. I ran the speed test again, just directly on the original connection to the router, and it was fine. And then when I went back to the, um, to the extended range off the extender, it again drops. So I pulled it out and, uh, I pulled it out. [silence] Out and I, um, and I ran the, Tessagam from the same extended here, uh without the router, no drop. so it does seem to be isolated to the device that I purchased. It was blue solid. It was blue solid. I pulled it, I pulled it out, and so I'm, I'm, it was solid blue, yeah. It was solid blue when I was running the test,
22:00
Speaker 2
Okay. [silence] Oh, okay. [silence] I see. [silence] Well, [silence] actually, [silence] that's a good [silence] um, [silence] um, [silence] isolation. [silence] You made it close to the router [silence] and test the speed [silence] to the extender [silence] and then [silence] uh, [silence] compared with the main network there. [silence] And, [silence] um, [silence] if [silence] that's the case, [silence] um, [silence] what we're gonna check [silence] there [silence] on the extender, [silence] is the firmware. [silence]
23:00
Speaker 2
Now, when you set this up Albert, I'm sure you've seen the setup wizard, okay? And along with it, you were able to create a router password for the extender, sir? Do you remember that part? Okay. Because we can access the interface of that extender, verify what's the current firmware, and either we can automatically update that one or we can manually update. And one question though, is there a computer, a laptop that we can use, sir? Okay. Now, it says they, uh, just want to inform you about this, um, uh, you said you just got this today, sir?
24:00
Speaker 1
Amazon yes online yeah let me see when I purchase like give me a second I didn't go back uh let's see June 24th
25:00
Speaker 2
Amazon. Do you still have the receipt there? Hmm. Okay. Now, here's what, I'm sure you can open up the Amazon account so I'm going to send you an email, and one second. Oh, by the way, do you know the date they purchase? Is it? June 24th. okay, so um give me a moment about to create the ticket. [silence] all right ready Senate and um yep yep
25:00
Speaker 1
not received yet you send it to Albert.Retail at gmail.com. Got it. Got it, got it. Please send the receipt. Uh, you want the Amazon receipt? Okay. let me see. Just screenshot. All right. This is sure gift for sure. Okay, Fahad. uh, Kamil. Actually, I need, I need,
28:00
Speaker 2
That's the one. Yeah. Albert.retail@gmail.com. uh yes sir Uh-huh. Yes.
28:00
Speaker 1
I ordered a couple things at the same time. Let me go ahead and blackout the other thing. Yeah, I just went on, also on the extender, the extender.linksys. And it seems to say that the firmware is 1.0.04.246 up-to-date. Said, if that's the extender,
29:00
Speaker 2
Um-hum. No, well, while you're doing there, I'm going to try to look for the, uh, firmware for this. Okay? Um-hum. Is that on the, uh, extender and stuff, or you went to the Linksys web site to check that, third?
29:00
Speaker 1
Yeah. Yeah, I just did. You told me to do it. I plugged it back in, and I started working on it.
30:00
Speaker 2
so that means you were able to access the interface of the extender. um. Okay, okay. well uh here's what's okay good's uh I'm about to inform you and you are about to send me the receipt, okay. Um your isolation was correct. Okay, you were able to set up the extender uh and you uh encountered uh the uh the setup process where it measures that it's in a good distance. And you also ran a speed test to the extender comparing this directly to Linx's router. And I'm suspecting it's something to do with the firmware. I'm looking at on the Linx's website right now. And um that's the firmware that's on the Linx's website. Now, uh this one sets your expectation okay, this RE7350 is part of the uh EOL. Alright, [silence] what we can do for the range extender right now is are really flash, [silence] which we can upload to the interface. [silence] And then once that's successfully successful, [silence] and then we're going to run the stefa test again, which was between the extender and your wireless router. And then once that's successful, [silence] that's the only trouble shoot troubleshooting that we can do, uh outward actually. [silence] Okay. [silence] If it's still the same, uh, my only advice is um return this back to Amazon. [silence] So, but let's try that route, okay? [silence] And, I'm waiting for the uh, I think I have it, the receipt. [silence] Alright, I see it. [silence] And
30:00