Speaker 1
yeah hi um do you have my phone number
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, pay support option may be available depending on the issue. Hi, thank you for calling linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
That's correct. Yes. Yeah. So I've been a a I've been a Velop mesh system customer for many years. Uh started with the uh I think the the three uh three not 3E but it was a it was a your first generation uh mesh. And then I went to the 6E. And uh I've had this for a very long time and and uh we're having a problem right now with the parent node. It's keeping uh the parent node is is uh cutting out and uh not no internet. Uh and it's happening consistently like every other day. Yeah I think so. Every other day or at least one time a day.
01:00
Speaker 2
Yes, sir. Is this correct? 2074099876. Okay, all right. Um. No. No, it doesn't. Mm-mm. [silence]
01:00
Speaker 1
And so we have to reset the whole system, uh and it's happening quite frequently and it's been doing it for, two months now, uh one month, okay, okay, it's been that for quite a long time, uh many months, a few months, a few months and I'm surprised I haven't called you yet, but every time I call, it takes like an hour to two hours to resolve these issues, and I just haven't had time to do this. Can you tell me uh how to do this, or walk me through this to get this figured out, this problem?
02:00
Speaker 2
Okay. Sure. First, I do apologize to experience this issue with the parent node that you have. We know how important the role of the parent nodes so that we can provide you a great connection or a stable one.
02:00
Speaker 1
[silence] currently set up and it works great after we reset. after we reset, we get a strong signal. It's uh everything is fine. Um but the problem is it cuts out and when we go to look at the uh modem and the parent node, we always find the parent node is red and no internet. So what we doing is resetting. we are resetting the uh internet uh modem, but we have called our internet provider, which is spectrum.
03:00
Speaker 2
table connection now for your second uh concern that you provided to me just like to clarify first okay um as you've mentioned earlier that you have reset the whole system What are we trying to do is are we going to set up again your whole system or it is currently set up um um So... um um
03:00
Speaker 1
We've called them and they have confirmed that uh internet is uninterrupted. And there's no problem with the internet. Uh because they can do an offsite troubleshoot and see the uh internet. And our lights are blinking and everything is fine, looking fine. And uh several times, at least once a day, sometimes twice a day or every other day. It's quite frequent. We're having a problem, no internet. So we go there and we see a parent node is red, red light. So we reset everything and everything is working again for a short time until it does it again, you know, maybe a day. Sorry, you're breaking up uh Mike. Can you hear me? I can hear you. Uh, I can hear you.
04:00
Speaker 2
So, right now, sir, what you have done is you've reset the parent node and... Hello? Yes, I'm, okay. So, basically...
04:00
Speaker 1
the six some I have aurrency let me count one two three four five five six 7 8 8 [silence]
05:00
Speaker 2
Yeah, what you mentioned is, you were able to reset the whole system, you were able to set it up again, but then again, the issue is still the same. Is that correct? Okay. So, uh, sir, with the device that you have there, may I know, sir, what's the model number of the parent, uh, you have? Okay. Uh, how many Linksys devices do you have?
05:00
Speaker 1
I think we have seven or eight child nodes and one parent node. No, no. This is a good question. We have some of the first, uh, the taller square towers, the square profile. Um, we have some of those and some short towers as well, the older generation. We have some in there as well. We do have a few of those in, mixed in with the 6 E. more Carlos. Okay.
06:00
Speaker 2
Okay for the parent node that you have. And with the child nodes you have here. So, they have the same model numbers or they're different? [silence] Okay now, Kurt, here's what I can provide to you right now. Okay? um we do have two options to or two troubleshooting that I can recommend. First one is uh since you've reset the whole system and still the same, the issue will come back.
06:00
Speaker 1
Say, uh, huh. it. Swap the swap the parent note. Swap the parent note. Okay. Okay. Yep. Okay. So, why don't we try to change the channel? Can we do this together?
07:00
Speaker 2
first option is to, to swap the node, okay, because there is a tendency that we're really having issues or trouble with the parent node because the issues still come back. So that's the first option is to swap the node with the same model. Yes, swap the parent node, promote a new parent node, that's the first option. Now, the second option is you can just use the app, there will be an option there to change channel, or channel finder. So for this, it can, uh, provide you a different channel or connect to a different channel that is not crowded, so that your Wi-Fi or your connection will be good. That's the second option that I can provide to you.
07:00
Speaker 1
[KEEP_UNCERTAIN] Yeah one second, let me uh put you on speaker and we'll try this, I appreciate you helping me with this, okay? Okay. All right, let's see. Yes, I am I diving. All right, so I am logging in now, I logging in. I'm log in. And uh says I'm,
08:00
Speaker 2
Will open your app. If you have the link to app. All right. Okay. That's not a problem, sir. [silence] Uh, can you confirm to me, so that I can also have a time later here in my end, are you using iOS or Android? Okay. Let me pull up here. All right. Yeah, sure. Go ahead. Okay. All right. Hold on. Let me just...
08:00
Speaker 1
There isn't nine no, but I don't trust this app.
09:00
Speaker 2
Oh, I the the after is reliable, if you wanted to make changes. However, in setting up devices, uh, you'll need to use the Linksys website. Oh, no, sir. You can only use or you can only use the channel finder or change channel in the app. Yes. OK, so once you're in the app, you can try to click the menu bar there, top left corner. Oh. Then WiFi settings.
09:00
Speaker 1
yeah give me one minute. I'm sorry. oh yeah. this app I had found this app is not very not very reliable. but anyway. so WiFi settings, okay? I'm in it now. okay. okay. okay. I did that? okay. now I'm not standing near the parent node, is this okay? that's okay. let me go near the parent node.
10:00
Speaker 2
Sir, go ahead. Yes. and then click advanced wifi settings. And then click channel finder. All right, and then scan channels. It needs to be closer to the parent node sir. All right.
10:00
Speaker 1
Without delicious customer support, which you provide excellent customer support, I would not be happy. So, thank you for the excellent customer support. [music]
11:00
Speaker 2
Mm-hmm. Mm-hmm. Yes sir. Thank you so much sir for understanding. Actually, sir, just to just to inform you our linked devices are actually doing well. Okay.
11:00
Speaker 1
Okay. Well, that's good news. So hopefully, this will help. So, currently Okay. So, it's currently scanning channels now. The parent node is solid white. So, everything seems fine here. I will say this while I'm waiting.
12:00
Speaker 2
I'm doing good right now. But I don't know what's going on for some of the devices that you know, number one, you have experience right now. So, yeah, we are here so that we could be able to assist you on and then also, of course, relay where the devices or the products that you have been experiencing right now. Yes, sir. I can guarantee you. Mhm. Go ahead. All right. Good.
12:00
Speaker 1
sometimes went I reset the parent in node um it'll go white for a few seconds and then it goes red and it seems like I'm waiting a very long time like three minutes four minutes it stays red and then it goes white again it seems like it take takes a long time for it to go back to white um So we will uh reset the modem first and then we will wait for it to go online and then we will reset the parent node
13:00
Speaker 2
uh-huh uh-huh mm. hmm By resetting sir, how did you perform resets? hmm hmm hmm Oh, okay. All right. So sir, here's what you have done so far, okay? What what troubleshooting you have done is what we called a sequence reboot. So by doing sequence reboot, you turn off the modem, you turn off the LinkSys Parenti node, you'll turn on them,
13:00
Speaker 1
Exactly. Yeah, exactly correct. That is the method I took. Yeah. Yeah. silence.
14:00
Speaker 2
Shut up modem, wait for it to be stable and then the other thing that you have done is to turn on the parents nodes and wait for it to be stable. That's what we called sequence reboot. Uh-huh. Okay. Now, by resetting, uh you reset the whole system. You reset the router settings or the node settings. So, you're going to start from the scratch. Your Wi-Fi name and Wi-Fi password will be different. That's how we reset. So, by resetting it, you are going to press and hold the reset button for 20 seconds and from blue light, it will turn, I'm sorry, from white light, it will turn into blue light, meaning to say it's ready to be setup. That's what we called resetting the whole system. Now, I don't actually recommend resetting the whole system. It's because you do have multiple nodes. So,
14:00
Speaker 1
Yeah, I understand. And I've avoided, yeah, yeah, I purposely avoided that method because of the, uh, time involved, to reset everything, yeah, yeah.
15:00
Speaker 2
if you are going to reset the parent node or you are going to touch the parent node your whole node in your home will be disconnected. They will turn solid red. So what you have done right now that's actually a good one. Uh huh. but mm. Exactly. Exactly. And right now, sir, what we have done so far is we're not gonna uh touch or reset your whole system. We are changing the channel that you are connected so that the internet or the Wi-Fi that you'll have right now will not be crowded. sometimes, you know, connectivity where you at is very crowded. So that's why we are changing the channel. We'll provide the system will actually provide you the correct uh channel that is not crowded. [silence]
15:00
Speaker 1
It's still scanning, I would say it's 80% complete from the bar that's making progress.
16:00
Speaker 2
So, yeah, right now. How is the app? Okay. That's good. That's good. [silence]
16:00
Speaker 1
just a little bit left on the bar
17:00
Speaker 2
Okay, got it sir. Thank you so much for providing me updates.
17:00
Speaker 1
So, the bar reset to 50%. Okay. All right, looks like we have some results. Uh, we ran into a problem running channel finder. Press try again. You want me to? Got it, scan again? Okay. All right. Okay. Okay. [silence]
18:00
Speaker 2
okay okay you can't you can you try again yes yes sir so that you'll be near to the parent node [silence] channel finder will be able to detect the correct channels that you will be at just wait for [silence] what does it choose
18:00
Speaker 1
Ever since I did that, it's getting a circle and it says please wait. It's not the same as before. Okay, okay, here we go. Got another error. Says same problem. We ran into a problem running finder. Please try again.
19:00
Speaker 2
[silence] okay [silence] all okay might be it's now uh taking in sleep to change the channel [silence] cuz earlier uh you're far away from the parent node uh it was not able to detect the [silence] the main node [silence] uh hmm
19:00
Speaker 1
Let me try again. There is an option here that says auto channel Finder. Should I put that on auto? Okay. It was not on auto before. So now you want me to try scan again. Yeah, it was not on auto. All right. So I'm going to scan channels again. This time it's on auto.
20:00
Speaker 2
Okay. Uh, no. Can you try to close the app-start, and then try to reopen? Oh, yeah. Yes. Try to click auto, so that it will automatically that, too. Oh, I see. Yes sir, please. Okay perfect, thank you.
20:00
Speaker 1
and again i'm still getting the please wait and the circle uh still happening okay yeah we still have an error again uh with the channel uh yeah yeah everything is uh yeah same era and uh auto channel fine her is is on it's on in the on position uh you want me to close the app okay
21:00
Speaker 2
Yeah. Okay can you So, the same error? Okay, can you try to? Yes, sir. Reopen it. Okay, it's supposed to be it should show your channel are already in the best configuration possible. Though changes were made
21:00
Speaker 1
Okay, I'm reopening the app now. [silence] Uh, getting uh, it's taking time, it says getting router settings. It's taking a while. It says getting router settings. [silence] And, [silence] no, it did not. Yeah. It's still loading.
22:00
Speaker 2
all right. Oh, it did not ask you to log in? Okay, so it's just loading? Okay.
22:00
Speaker 1
It's still loading now. Okay, now it's manage Wi-Fi. You want me to click that? The other option is set up a new Wi-Fi network. Yeah. And now I get to the login screen now. Yeah.
23:00
Speaker 2
uh huh. And what are the other options? Okay, can you try to click manage? Okay. All right. Do you see there an option "log in" using router password?
23:00
Speaker 1
Okay. Okay, it's interesting. First, connect to your Wi-Fi. It's interesting because it should already be there. But let me do, let me see. Yeah, for some reason it's not connected. Uh, should be connected. My network is not showing up on my phone. The network is not showing. Yeah, I'm in Wi-Fi settings and it's not showing up, my network. Yeah, it's not showing as available. Let me, um, let me shut my cellular data off. Okay? I'm gonna, I'm gonna shut off my data. I'm gonna try it again.
24:00
Speaker 2
okay, try to log-in, sir, using router password. [silence] okay. okay. Can you try to go to Wi-Fi settings? [silence] Alright. [silence] Uh, did you try to check sir what are the available network showing? okay. Yeah, sure.
24:00
Speaker 2
sure. okay, that's good. that's good. no, sure. Let me just confirm. What's the light indicator showing in the parent node? Okay, and in the phone, when you try to turn off and turn back on your Wi-Fi, uh, the Wi-Fi name is not showing. exactly. Okay, so here's what we can to do right now. Can you turn off your Linksys parent node and then turn it back on?
25:00
Speaker 1
just turn it right back on again all right I plugged it back in again okay it's blinking blue
26:00
Speaker 2
Yes, sir. That's thank you. So, let's just wait for 2 minutes for the device to reboot and let's check what's the light and if the Wi-Fi will broadcast.
26:00
Speaker 1
Okay it just turned white. And now it's turning red. Yep
27:00
Speaker 2
Okay, give it some time.
27:00
Speaker 1
[silence] The network has showed up on my phone even though the light is red. The network is there. Yeah. [silence]
28:00
Speaker 2
I, okay, I'll just give it some time.
28:00
Speaker 1
is still solid red uh like i said it seems to take a long time sometimes it sits on red for a while yeah that that's correct yes uh we've we've just trying to get it to work as it should.
29:00
Speaker 2
Oh, okay. Mm. I see. Okay, let's give it at least five minutes. I'm going agoing to turn on my stopwatch here and we'll check if [silence] that will turn white. And just to set proper expectation here, sir, we did not make any changes with your node there earlier. We tried to change channel, however, the app won't let it go through because uh of the notes. So, uh so far we did not make any changes with the notes yet.
29:00
Speaker 1
It hasn't worked yet as it should. Okay, yeah. It's uh turning white now. Yeah, it's white now. [silence] Yeah. I think so. Um I think so. Everything looks new. I have new wires, um connecting from the modem to the router. It's new wire. Um it's a short wire. Uh it's a five E. It's a cat 5E. Okay? Um Yeah.
30:00
Speaker 2
Yeah. So I'll give it five minutes. I'll try to check if it will work. Okay. So, for your Linksys devices there, are the wires or the Ethernet cords or even the Ethernet oh, yeah, Ethernet, uh, are, are they connected properly? Not loose? Okay. All right. M. M. M. Okay. M. M. M. M.
30:00
Speaker 1
Now, also, I have, you know, everything is connected correctly into the internet port, um the, I have a outgoing ethernet going to another node, a hardwiring to another child node. Okay. Uh, sometimes I will unplug the child node hardwire. I unplug it because I don't want the parent node to be confused as to what is internet. Um, so once it turns white, I plug it back in again. And we're still having Yeah. Yeah.
31:00
Speaker 2
[silence] Okay, actually that's correct. Okay. Now, uh right now, sir, uh what you have done uh for the troubleshooting, that's actually the correct one. Um I guess you're a very technical person because you know already all of this, uh troubleshooting. So, um right now, since the parent node shows white, it's time for uh
31:00
Speaker 1
Okay. [silence] Yeah, I'm connected to the wi-fi now and I'm trying to connect to the yeah. So we have a problem still oh. Yeah, the app does not work very good for me. The app is very troublesome. So let me uh, let me doublecheck something. Okay. Let me uh, okay. So I am, it looks like I'm connected to the guest house. I'm connected to the proper network. Okay. And everything seems fine.
32:00
Speaker 2
try to continue in the link is up. So that it will switch channel. Because this is actually what I can recommend troubleshooting. So, right now, sir. Can you try to double check in your phone if you're still connected to your Wi-Fi or if it's not connected? Perfect. What happened?
32:00
Speaker 1
Let me double check my uh, that I have internet I'll double check that. Yeah, looks like I have internet on my phone. So everything seems to be fine, okay? Now I'm going to open up the linkus app. Yeah, yeah, I'm going to look, uh, open up the linkus app now. Okay. Okay, so let me try Router password to connect. Yeah, and again I still have the same problem. It says go to your phone. Yeah, it says go to your phone, make sure you have. And now it's, now it's saying connecting again to your router. And then I get unable to to the error code here. It says unable to detect a connection. [silence] I can't seem to to get a link what is going on. I also tried to go to my computer also and use the linkus app and use the linkus yeah try linking and it it's saying it keeps coming up errors with the routers so what do I please, help. Okay. I'm going to call customer support to try to figure this all out. What's the phone number huh? I don't know the phone number. 1-855-779-7000. It gave me this number. So is that the right number? Yeah. This is the right number to call for the Linkus app? Yeah. Alright. I'll give you a phone call right now and see if the customer service can take a look and hopefully can solve this whole problem. [silence] Okay, so I will implement that. Alright. Otherwise, it worked really well. The whole process, opening up the app, it didn't give me any problems seeing if I have internet connection and if the phone and linkus app is working. Good. Otherwise. [silence] Uuhhhh is that what I need to do Hey, you get the call! Alright, I'll call right now. Bye bye. Thank you. Thanks for the help.
33:00
Speaker 2
Okay. Yeah. Mm-hmm. Okay, all right. That's good. Perfect. Yes, sir. Mm-hmm. Yes. It was.
33:00
Speaker 1
In connect to your Wi-Fi and got to your phone setting and tap Wi-Fi. So I'll just do it. Yeah, everything looks good there. Okay. And says select your WiFi from the list. And, you know, so everything is correct. Even though it's giving me an error. Do you want me to try logging in through email? Okay. I have just one WiFi name on this net this uh router is just got one WiFi. That's it. There's no guest network. [silence]
34:00
Speaker 2
No, sir. That's what we cannot recommend anymore. It's because we removed already this kind of access. You can only log in using router password. So you need to be Uh, just want to like to confirm, sir. How many Wi-Fi names do you have in your system? Cause Oh, okay. Or even your
34:00
Speaker 1
Yeah. There might be, but we don't use it. We I'm not aware of it. We we've never we've never bothered. We don't have a a bun spectrum. We don't have a spectrum router. We don't have one. I think it still is. Let me check. Yeah, it's off.
35:00
Speaker 2
In modem, you don't have a Wi-Fi for that like your spectrum? Okay. Okay, all right. Uh huh. Okay. That kind of error actually that will be able to receive that once you are not really connected to the main source of the Linksys device. So what I can recommend right now is for the Linksys device to work, your cellular data is turned off already, correct? Okay. So since cellular data is turned off and you're still connected to the Linksys Wi-Fi, can you try to
35:00
Speaker 1
Yes. I was going to suggest that next. Okay. Downloading it now.
36:00
Speaker 2
Right. Remember to scroll past the end of last week's conversation for the new part of the chapter.
36:00
Speaker 1
manage your Wi-Fi. And it's asking me to allow Linksys to find devices, and I'm going to allow. Yep. And now I'm going to go to Route or Password. And we get the same problem. It says, Go to your phone setting and tap Wi-Fi. So I will do that. Let's go to the phone setting. Oh, it's doing it again. Now it says connecting to your router. It does say, it says connecting to your router. and now I get an error. Unable to detect the connection, says. Let me go, let me go to my uh. Yeah, I'm still on the Linksys network. I'm still on it. I'm gonna, I'm gonna shut Wi-Fi off and I'm gonna
37:00
Speaker 2
Yes. Allows there. OK. All right, all right, good.
37:00
Speaker 1
and turn it back on again. So it can find the network. Okay, it it it did find it. It found the network. The parent node is white still. Going back to the linksys app. I'm going to tap manage my Wi-Fi. now going to go to router password. And it says now connecting to your router and then I get another error. Says unable to detect the connection. But now it's yeah, it's going back. Yeah, it went back for a second to look for the router and then it gave me the error again. It just did it for a second only. Yeah.
38:00
Speaker 1
guest house, all one word, guest house, [silence]
39:00
Speaker 2
What's the file name, by the way you have? [silence] You have more than nine, you have total of nine nodes, sir, or more than nine nodes? [silence]
39:00
Speaker 1
oh, drill into the menu and you know how it has, like, a flow chart of the nodes, um, there was only seven, uh, connected. It said seven were connected. Yeah. I mean, I've had, I don't, I've been able to use it before, but it is, it is difficult. Yeah, it it always has given me trouble, yes. Uh-uh. The Linksys app is not reliable for me.
40:00
Speaker 2
Okay, gotcha because I was able to check it here in the system if you do have multiple devices and then you but multiple nodes will be having a hard time using the links app that's why mm. That's an update I'll me try to check if you can use it in the uh. Okay. [silence] give me just three to five minutes, is that okay? okay, I'm just gonna put the call on hold okay? I'll be back. bye. ª¨ I'll try to. We're just gonna try, okay? Can you try to log in using email and password, if it will go through?
40:00
Speaker 1
Okay it looks like it says it's connecting to the router. It says getting router settings. Seems to be working. It says finding your networks, and now I have. Okay, so I have three guest house networks when I it says offline routers. It says there are three offline routers with the same name.
48:00
Speaker 2
Arrest the errant.
48:00
Speaker 1
Yeah, routers. It says there are three offline routers. Oh, maybe these are, remember I mentioned to you that maybe these are child nodes that are not connected, maybe? Maybe these are, yeah, that are offline, I think. They could be disconnected or maybe they're red. Maybe they're, maybe I need to, yeah, maybe they're red light. I don't know. [silence]
49:00
Speaker 2
Yeah, your Reno's yes, those are your child ones. Those are disconnected already, right? So they account, hold on, red light. When you check, you can try to check if you still wanted to connect those modes movement or just a double check if they're actually red then it will be showing offline in the app.
49:00
Speaker 1
yeah, I don't know. I'm just letting you know. It says offline routers, and there are three of them with the same network name, guest house. You want me to just eliminate? You want me to go to the next screen? This screen is just telling me that I have three offline routers. I don't know if this is a parent node or what this is or child node. I don't know. Doesn't tell me the name. Yeah, yeah, just skip it. Go to the next page, right? Okay, that's what I'm doing. And I'm getting Linksys now. Linksys. Says Linksys. It looks like it's doing something. I'm not sure what. Oh, it bumped me out. It bumped me out back to login. Yeah. Yeah.
50:00
Speaker 2
Oh, you can just you can skip it, sir, or move to the next page. mm-hmm. Okay, can you try again to log in? That's out. [silence]
50:00
Speaker 1
Okay, says connecting to your router. unexpected error. Close and reopen the app. And it says reboot your router, log out and log in again. [silence] Yep. Step one, it says close. Reopen. Step two, reboot your router. Step three, log out and log in again.
51:00
Speaker 2
Okay, all right, unexpected, error, okay, close and reopen, our log in, okay, uh, you don't need to uh uh do those uh uh steps again sir, cuz we've done that already multiple times, and it's already been repeating. Now, sir, here's the thing. Um, what I can recommend right now sir, since you know, you've stayed already with me in the line for almost an hour. And as you mentioned earlier that you wanted what you wanted to do is you wanted to um exit with this kind of issue cuz it's all always been repeating. The parent node is dropping connection. And it's very alarming that with the current MX 200 device you've been experiencing this issue. And I know that it is really very important that you have a stable connection in your home. So here's what I can recommend. How about this sir? Uh would it be fine that your case will be escalated to our level one support specialist sir. two technicians so that they can check if there's a need to provide an update in your nodes or there if there is really uh specific advanced troubleshooting that they can do so that The concern of yours with your parent node will be resolved. Is that okay with you? Because uh right right now we've uh you've already I check already by the way in the system. For the past year that you've called us. I checked the troubleshooting steps that you have done. So uh this issue should be resolved already by a level one tech. However, um uh the app itself is also alarming that it's not letting you login even though that you are connected already to the router. So, we want to make sure that uh all of your concern will be uh resolved.
51:00
Speaker 1
Yeah. [silence] Yeah, let me uh let me leave. Let me go get a pen and a piece of paper. Um so uh [silence] So it's unfortunate that we cannot do this panel finding in the uh login computer, computer login, right? [silence]
54:00
Speaker 2
as much as possible because you're one of our long-time customer here in Linksys. We want you to utilize your product. So yes. Since I'm going to escalate the case to Level 2 tech, they will be the one who will process a call back with you, like around two to three hours. Is that okay? So that they can assist you. And you happened to have a pen and paper? So I can also provide you your ticket number in case they will need it. Okay. All right. Uh yes sir if.
54:00
Speaker 1
Okay. You see, it's funny because I'm a little old school, right? I'm a little old school. And back in the day, the computer had more powerful options than the app does. And in today's day, it's different. This, that's more powerful. It's funny. Okay. So, yeah. I'm ready now for the ticket. 9828.
55:00
Speaker 2
it will only be uh available in the um app Yeah uh okay All right now ticket number will be L for Lima, C for Tango S for X-ray and then zero zero one zero nine eight two eight do you think that Yeah sir uh sir just uh double
55:00
Speaker 1
That's correct. Yeah. Not really. This'll be the only number. Okay. Okay.
56:00
Speaker 2
[KEEP_UNCERTAIN] uh suppose how can you say them was reached hundred twelve twenty five ABC 1 2 and okay um okay uh just gonna ask a couple other intro level questions. Just to verify you're correct information here. For your name is correct. Did you put Jeff Corbin is that right. And Jeff 14 as well that's correct. Okay uh a and this Jeff, you wanted to sign up today for a new DSL plan. Is that right? Okay. And just checking your email address is correct? That's Jeff. Oh, oh a Jeff. I'm sorry, Jeff. Corbin@engineer.com. okay all right Now certainly if by chance that level 2 tech won't be able to reach you out with this number that you've provided to me earlier. Do you have a separate or a second number that we can reach you out? Uh huh okay all right So if by chance that level 2 tech won't be able to reach you out or you cannot answer the call back, do not be worry. They will send you an email to confirm when is the best time to call you. Okay, for availability, all right. So, All right. So Fair Jeff, if you have additional uh questions, uh like advance questions with the device that you have or a troubleshooting that you wanted to know, you can always open up to our level 2 technician on how they can assist you, okay?
56:00
Speaker 1
OK. OK. Very good, then. Thank you. Yeah, you too. OK, bye. Oh, OK. I will. Thank you.
57:00
Speaker 2
so that they can provide you also the correct information and answer, okay? All right. Sir Jeff, thank you so much for your time and your uh and your patience today. I do apologize, it took us too long for troubleshooting. Now, uh yeah, uh a callback will be processed two to three hours from our level two team, okay? Thank you, sir. You have a nice day ahead. Bye bye for now. All right, so now you can release the line. Thank you.
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