Speaker 2
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00:00
Speaker 1
Hello, oh, hello. Internet lately. Uh, I've called my internet company. I had multiple technicians come out to trying to help with my internet. Uh, they said that I've been having problems with like uh the router talking to the modem. First time my connection wise. And I was calling to see if you could check to make sure everything's all right on like the router side. Because like uh my modem says it's completely fine. But like the router
01:00
Speaker 2
Hello, sir. Uh-huh.
01:00
Speaker 1
it also says it's completely fine but I've been having like buffering issues randomly. Wait, can you repeat that again? I'm sorry. spectrum. uh they're sending another technician they've already sent about two technicians in like the past week and uh the problem doesn't seem to be solved. uh so I like duckling. the serial number for my router uh one eight
02:00
Speaker 2
okay I got it I know sir who is your internet provider yeah your internet provider sir who is your internet service provider? spectrum okay so you already talk to spectrum and mm-hmm mm-hmm may I have the serial number sir please hm
02:00
Speaker 1
L10 C6 4601 six, 19. it's the model number, I think it's... I think it's EA7500.
03:00
Speaker 2
Okay. Let me just check on the exact units there. Just give me a couple of seconds. Okay. Uh, do you happen to see the serial number, model number, sir? EA7500. Okay, so your concern about this router, sir, is that this is, uh, the internet is buffering, right?
03:00
Speaker 1
Sure. 757-37-8-845 Riko and then my last name's Jones. Do you need my email address?
04:00
Speaker 2
so yeah, I'll just be to check on this device or while we wait, and I have your phone number in case we get disconnected. Got it, thank you. How about your first and last name, sir? Okay, how about your email address, sir? I'm sorry sir. This is for documentation purposes, sir.
04:00
Speaker 1
Yeah, I'll prefer you just use my number. [silence] Yeah, they're sending me another tech. [silence] They said the modem was completely fine. They even gave me another modem to uh see if that would help. they've changed the modem about like two times now. so I don't believe it's uh the modem. I think it's something like deeper. Uh I've actually tried switching out the router, but they still want me to check to see if like anything could be wrong with this router or something.
05:00
Speaker 1
What's that? Mind motor. Yes. I need a new router.
06:00
Speaker 2
well something went wrong with your device with your router uh it's the firmware sir did you just recently upgraded your system sir yes you mentioned that they changed issue one okay so that's the reason sir your router sir your EA 7500 the life of this device already ended last 2020 and that means sir that that the firmware already stopped there so this device is still under 5 and since you mentioned sir that you just did an upgrade then this router is not already capable of that upgrade yes yes yes sir i will suggest for you to upgrade your router instead
06:00
Speaker 1
So you're seeing problems with this router like on your side? You're seeing problems on your side with this router? Because like it still works, but just sometimes buffers a lot. [silence]
07:00
Speaker 2
certainly let them ask them if they can help you with the setup of the new device.
07:00
Speaker 1
okay thanks for this information yeah but the only problem is that I have a new modem well a new router but uh the router's slower than this one that I already have I have the new router from um spectrum it's just that it's slower than the one that I already have by a lot [silence]
08:00
Speaker 2
Yes, you can actually, if you can, if you want that spectrum to, they do have an offer sure, if you, uh want to use their own modem, then you can ask them to help you, or you can um, request for a new modem from them. I'm sorry, sir. You have a new, you did not request for a higher version of um, router, sir?
08:00
Speaker 1
from Spectrum yes I request for a new router. I think I know they they re they really have any options. Yeah, I know they I request for a new router. I already have the new router. I know I I have that. I have a a new modem and a new router from Spectrum. Yeah, like I don't have that connected. I have like the uh the router
09:00
Speaker 2
yes a new router's a not just a modem sir how about request for a new router uh huh what i mean sir is that you can actually request directly from demter instead of giving you just a plain modem they can provide you a modem router combination from spectrum okay so that's not working right now
09:00
Speaker 1
From, from y'all, because it's faster because the Spectra one was slower. And I was still having the same... I'm sorry, I'm confused, can you repeat that? Yes, yes. You'll need to disconnect mine. Wait, why, why would I disconnect this?
10:00
Speaker 2
I see, sir. Our links is routers, sir. Yes, sir. Sir, our links is routers, sir, is dependent on the main source of your internet, which is the modem from Spectrum. So, if you will this connect, sir, the modem or the spectrum box, you will really not get internet connection on your on your router. Yes, sir. You have a modem from spectrum and you also have a linis router, sir, right? So, what you did, sir, is that you disconnect your modem and place it with the linis router. No, sir, that's what you did, sir.
10:00
Speaker 1
No, it's connected right now to the, the, the Motu. The router is connected to the Motu right now. That's some of the working. That's the, uh, the problem. They're not talking to each other, from what I've been told. Like they're not connecting. Even the supposed to be connected, both are fine. Are you, are you, are you, are you saying it works. Yes. Okay. We, we just, we just connected and it looks like it's working fine. Yes. I'm not sure. I'm not sure.
11:00
Speaker 2
Okay. So your modem sir, your modem sir is online. You get internet connection directly from that. Okay. And your router sir is connected to that modem. Okay. And again, sir, spectrum didn't upgrade to your internet.
11:00
Speaker 1
You say it didn't upgrade my modem. Well, okay. So they gave me a new modem when they the technician came, which was like two days ago. I was already, okay. The problem's not the modem. The problem is that they're they're not talking for some reason. They're not communicating. It's not connecting to each other. You're a
12:00
Speaker 2
Yes, sir. About the upgrade, sir. Yes, that is your modem, sir. Yes, sir. Again, sir. Yes, sir. Yes, sir, I understand, sir. The reason why they're not talking to each other, sir, is because your upgrade modem, sir, is way higher than the latest router that you have right now, especially, sir, the firmware. the hardware of this device, sir, the firmware of your latest router is already very old and it's not capable for higher versions of units. So that's, yes, that's the reason, sure, why they don't communicate, sure, because this router, sure, is old and the firmware that is installed to this is also very old. It was uh released, the last version was released 2016, sure. So that was 10 years old for more version. Yes, yes, sure. That's the best thing, sure. Try to look for a Wi-Fi 6 that is way more compatible with higher versions of modem. There are a lot of Wi-Fi 6 routers right now. Okay, sure. Thank you so much. Yes, sir.
12:00