V2 Rubric Detail — e5a0716a-8075-11f1-a…

Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys technical support. My name is L. How can I help you? Mhm.

[KEEP_UNCERTAIN] Okay. And, um, uh-huh, I'm sorry. Uh, yeah, absolutely, but before we proceed on some other troubleshooting, I just really know some things like, what is exactly really happening right now? [silence] [silence]

Okay. So, and then. Uh, yeah. So for this one. So, it's, I mean. Are you the only one who cannot connect to the network or there are some other devices who are not also connected?

[silence] ([silence] yeah yeah can you double check like [silence] how many devices are currently connected to the internet? Like [silence] do you have your mom's phone? your mom's if your mom has a computer can you check if it's uh connected? Oh okay [silence]

That's a quiet background. And it's Okay, then, uh, can you see uh, W- while waiting for that computer? Can you see any lEd, lEd light indicator coming from the router? yes [silence] Yes [silence] Mm- [silence] uhm- [silence] uh-huh [silence] um -- [silence]

We just got it. Okay. Can you give me the model number and the serial number of this Linksys router, please? Let me read it back if I got it correctly. That's one, zero, eight, two, two, C, that's Charlie, six, one, three, eight, six, zero, one, one. Oh, yeah. I'm going to six, one, three, eight, six, zero, one, one. I'm sorry. Okay. Um,

there like any devices as of the moment like uh let's say a laptop that could work with an ethernet cable? Uh how about your how about your yeah um how about your computer? Can it work with an ethernet cable? Mhm. Mhm. directly to the linksys router? Okay. That's great.

perfect okay. that could really be helpful. so can we use that computer um. but before we proceed, just to make sure, is this like your first time calling or your mom's first time calling Linksys? okay. uh can you help me gather some information so that I can create the record? can I have your mom's first name and last name? okay. and can I also miss uh have Miss Lorraine's email address? [silence]

Or how about your email address instead? Cause uh might be later on. I'll be sending you some emails. Okay. And uh so I'll be just using your mom's name, but regarding the email and the phone number, uh I'll be putting it on the record here. So uh let me sure I'll create a record here real quick. Okay, uh, miss, uh, okay, uh, miss, ma'am, I just finished creating a record, uh, here on our system, and as I was actually finished creating a record, uh, I did see the router of your mom, and as for checking here, this router is one of our legacy routers, so that actually, uh, means like this router is no longer receiving any updates, uh, from our system, and aside from that, the support or the technical support of this router actually also ended last July 27 of 2022. So, in this case, we're unable to create a ticket or we're unable for it to be monitored by support team channel. So, in order for us to like, uh, to monitor your support team channel, uh, we would need to have your old router, uh, be replaced with one of our upgraded routers, uh, which are receiving updates and receiving support ticket if you encounter any issues later on.

We can no longer provide support for this type of router. Uh but the only way that I can help you on this one is by walking you through on how you can access the web browser interface uh of this e12000 so that maybe you can try to do something else of this router and Then I'll be also sending you some email with you know some some sort of troubleshooting instruction that might actually be helpful especially with this case that you're encountering. Uh do you have an active mobile data as of the moment? Oh okay. Mhm. [silence]

Absolutely, yes. Uh, well, it still actually depends. Like, if you are going to stay with your mom and you, and you're like, Quipsey, for example, like you're going to work online. And if you, uh, what computer do you have? And it's running with a Windows 11 operating system. Okay. For, yeah, the, yes. So. Yeah, so it

but the better this this sense, you know, I did check the this router, and there is really no op that is really coming from this router at all, and the support has already ended. So your mom might really need to consider getting a new router. But let me just check you know the made and model of your mom's Mac computer. So that, you know, I can check the specs and then I can recommend the router that can work uh with her Mac computer and also on her some other devices.

Okay. Uh, yeah. Uh, give me one second. Um, okay. So do you have the Apple logo on the top left corner of that screen? Okay, tap on it. And then look for system settings. Uh, yeah, we can use that one. And then look for General.

What are the - yeah - stop in general, and then look for about. Yeah, that's the one that we're looking for. Yeah. So there should be an alternatives on, like, what is the current version of this Mac computer. Okay. Let me just check this one. Guess if I would actually going to recommend you like, you know, some...

much more advanced, like in a router. And might be your mother having, might having, be a problem connecting his uh mac computer. So of course, it will gonna be a hassle on your mom's end. So let me just double check everything first, okay? Before I before I proceed on some recommendation. But aside from this mac computer, what are the other devices that your mom's own? Or what are the other devices that could might be working with an internet? Like maybe a phone, a tablet, security cameras? How about you get your mom a, let me just go ahead and I'll go to the Amazon. So, we have this mr7350 and an mr7500 and there's also an mr9000. So, this router can absolutely work with your mom's computer and also your computer. So, yeah. And,

You can actually check this one out directly to the Amazon. So that, um, ah, yeah. But if you can, I forgot. Uh when you mentioned earlier that you were having a problem with your phone, you know, to confirm if you have an active mobile data. Uh, like it, is it asking for a, I'm sorry? Oh, okay. Like you're encountering a network problem only in that specific area as well or also in your allocation.

Oh, okay. Only at your mom's location, you were having a problem or a trouble with your internet connection or your mobile data connection. okay. Okay. So, you do really need this router. So, uh, because we actually cannot take an order from you directly, you know, over the phone, because we actually no longer, um, sell this product directly over the phone, because you can only purchase it directly from Amazon, Best Buy or eBay, or maybe if there is some nearest, uh, you know, store in your area, that you can just go ahead and purchase a router, might be a Linksys or non-Linksys router products. Uh, maybe you can go ahead and grab a new one, cause the router that you have

It really needs to replace, I mean, your mom really needs to replace it, because, uh-huh. Uh, well, yes, your mom can absolutely request, uh, you know, a gateway, from the Spectrum, or a router might be, so that, like, you know, um, the everything could actually go back to normal. But right now, that box that was provided by the spectrum, is it a modem alone or is it a gateway? Oh, yeah, so, the gateway, I mean, if that box is a modem, then it can only,

but can you check if there is a like, a model number information of that box? Coming from spectrum. But can you see, like maybe a like say a brand name or maybe a name of the of this box. Something like that.

Yeah Okay Let me check this one Okay So as per checking here, so that one is not a gateway but a modem alone, so this one uh does not provide a wireless or wi-fi uh connection on its own. So it really needs to have a partner which is a router So uh how about you try calling spectrum if they can uh provide you a router [silence]

So that like, you know, maybe they can deliver it directly to by tomorrow. Or if you want to get a Linksys router then you might really need to go on online to purchase a new one. But as of the moment, since we don't have any internet connection. The only other option here is to call Spectrum and request a router from them or maybe a gateway. Oh, okay. So earlier I mean earlier this morning, this Linksys router was still working.

Ah yeah cuz, uh yeah cuz for this one actually Kathleen, so though um the internet service provider sometimes will only provide a modem that cannot work or cannot provide the wireless connection so that like you know you will be needing another device or a router so that it can provide a wireless connection uh b but spectrum can actually also provide gateway but I believe it will add to your uh to your month payment that's actually how it works. Yeah. Okay.

Hey, you have to have as well, kathleen. So, uh, yeah, whenever you need, or your mom needs to call us if he, or, I mean, if she really wanted to get a new, or another Linksys router, tell her that she can always call us, and then she can provide her full name so that we can pull up her record directly and create a new record for annually purchased device, okay? And then we can assist her directly. Yes, absolutely. So the reference of this conversation, so the ticket number would be, 1, 3, 7, 3, 1, 1.

Yeah, they will definitely, they will definitely provide you some options. Like maybe, uh, like I know some, another subscription that will come with a gateway, something like that. They'll definitely give you some options. Okay, you too. Thank you as well. Have a good one.