Speaker 1
Key monitors. [ silence] i have 9600 m herm links is i just i had the trouble when i do speed check it gives me upload 1.4 and download as example 280. i have 500 megabits with uh with time warner. i talk to them about that and they told me that uh though the modem is OK, they check the speed, everything is OK. But in my part, my router doesn't give me this. It only gave me just 1.4 like when I do that, that's upload and download about sometimes 280, sometimes 350, sometimes 400, but it's make, you know what the problem is? I reset I, I did reset my 9600 factory reset and right now is the same and instead of blue, right now it's, the light is all the time is red. Not red. Yes. What the problem is, you think? I wanna fix that.
00:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. Mhm. Mhm.
01:00
Speaker 1
I'm still I'm still I'm still the speed is not right what you what what yes MR yeah MR 9600 Mitch yeah yeah I did factor reset you know I just went to the links is that and I from there I did reset and it comes right now from the blue become purple after I reset that should be blue and the speed doesn't change
02:00
Speaker 2
Okay, so here is uh, so I totally understand where are you coming from? So the router that you have is the MR nine to 600, correct? 9 yes. Okay. So and you mentioned earlier that you uh reset the router. Okay. [silence] Yeah. Yeah, so
02:00
Speaker 1
Tinge. What's the problem? Let us do it. Yes. Yes. Please. yes. yes. the serial number You want me to do it from give it you from the back or I can go toyes, here's the serial number. Yeah. in the box. I think I have the it's three oh seven oh one zero one three four seven like bangalore jag.
03:00
Speaker 2
the reason why it's showing Purple light color is because you reset the router. So, what it happened is the settings of your router brings back from the very beginning. Or what is is actually happening right now is that the router is on its factory default settings. So, you need to set that up again from the scratch or from the very beginning. I can help you with that. I can help you with that, but before we proceed, can I have the serial number of your Arrows 9600? Uh Yeah. Okay. [silence]
03:00
Speaker 1
It's from the box. Yes No, no L like no, no, no. Three Two L Lamp. L like Lamp. Land or Lamp. L. L. Yeah, yeah. Yes.
04:00
Speaker 2
talk to you so much. Let me just read it back to you if I got it correctly, okay? That's three, 2 S for Sam, 1 . Oh, Land. Okay. 3. Okay, L, and then 1 0 J like Juliet, the number 9, and then A like Apple 0 1 3 7 Thank you so [silence]
04:00
Speaker 1
I don't know if 0.0. I don't know how... uh. My name is Isa Agni. No, no. Isa I-S-S-A. And last name is Agni. G-N-E-I-M. G... Agni. G-N-E-I-M.
05:00
Speaker 2
So much and oh yeah that's a zero it's a zero and can I also please have your first name and your last name? Issa like I S S I H Aug? GE Okay. Thank you so much. And Issa, can I also please have your email address? Mhm. Thank you.
05:00
Speaker 1
I did that before, but always goes right, you know, it goes blue, I fix the problem, but this time it's not fixing the problem. I don't know what's I did factory. reset too many times. My internet provider is Spectrum.
06:00
Speaker 2
[silence] No, okay. Well, okay. it might be the you still need to do something about it, and uh uh by the way, uh Eesha, who is your internet service provider again? [silence] Okay. [silence] Spectrum. Okay. And what? Oh, okay. And okay. I'm okay. Yeah. I'm sorry. How long would you say that you got this router? Like how for how many years? one year any else.
06:00
Speaker 1
Because I have another. It's refurbished one anyway, and I had another one is the same. Not the same. But it's a 9200. You know, the one the oldest, the old, the old generation, the older one. Yeah. I use it as a bearing. Yeah, just if you, let me just receive the modem, I do not want nothing more than that. Which. you.
08:00
Speaker 2
okay yeah yeah overdubs okay overdubs With your link this record yes okay d'oh yeah uh we don't uh we are not going to mess up your modem as we are only touching the liens router so uh issa here's what I want you to do on your ligtus router
08:00
Speaker 1
Yes. Yeah, yeah. I can't: yeah. For how many seconds, you want me to finish it? Yeah, I did that. Ah, five times. Just one. Cuz I pushed more than five. Like, let me go all and I, you want me to wait till it goes on, or I,
09:00
Speaker 2
uh. can you just easily p or press the reset button or no, or are you still uh are you still going to use something to press the reset? I don't know. I just want you to press. Okay, yeah, uh, but um, this time is uh I only want you to do is I only want you to press the reset button for five times, okay? So press, release, press release, press release. Just do it for five times.
09:00
Speaker 1
Yeah, I can put it right now, five times. [silence] Yeah, let me see. Yes, because I push it to the end. Just one minute. Yes.
10:00
Speaker 2
Ah, no. We, uh, wait up until it goes back to solid purple before you perform the five press. Okay, just give it some time. Wait up until the light, uh, goes back to solid purple, okay? [silence]
10:00
Speaker 1
No, no, it's John. John is not. John is going blue and blinking. Just, it's not solving. Just give me. Yeah, it's perberber light now. What you want me to do? Push like five times? Yes.
11:00
Speaker 2
ok so is it already solid purple [silence] ok let's just give it some time ok is it already purple ok so press the reset button five times so do it like press release, press, release, press release and then don't do it too fast and don't do it too slow
11:00
Speaker 1
yeah yeah I yeah I that I did that for the nod you know when I hold make them together I did that right now which is white is going it's good oh
12:00
Speaker 2
Just the regular pressing. So, one, two... It's flashing. The light is flashing. Okay, let's wait up until the light goes to solid blue. And there we go. So the light is now solid blue, and I'm already showing our output signal. So, let's see how well we've done with this. So, the speed at which that happened, I guess, is... So, yeah, basically just the normal press, and it was ready to go. So I'd say that's pretty good for a first test. And, yeah, let's see, do a hint of the other interference and see how well they work.
12:00
Speaker 1
Yeah, right now it's Yeah, right now it's solid blue. I connect my computer. I will go connect my computer. [silence] What you want me to do, wireless or cable, what you want to do? Uh, no, no, I you want me to you you want me to I I want you want me to do it uh wireless. I do it wireless. I put the wire. [silence]
13:00
Speaker 2
Okay, can you connect your phone to the network? Okay, connect your computer. So, this computer is connected directly to your MR9600, via cable, or wireless? No, I'm only asking, the computer, is it connected to your MR9600?
13:00
Speaker 1
is easy yeah just give me one second yeah, I'm checking it now it's connected wire. [silence] Yes yeah, it is connected to the no internet it's connected to the internet, yes. let me see it. Yeah, it's connected to the internet. [silence] What you it will be after I im inside my Linksys. [silence]
14:00
Speaker 2
okay wired okay so the computer is already connected okay and then try to run a speed test okay okay so it should have already an internet okay i know i want you to run a speed yeah now they no I right now sir right now I want you to run a speed test right now so that we can check the results can we do it please okay okay
14:00
Speaker 1
sign in. I have to uh. Sign in. Yeah, I am the administrator right now. You want me to run right now Administrator right now? Yeah, because I left I the administrator? Huh? You? I left I'm the administrator because when I I push the it's the it's back to the reset. But right now I have to do I'm right now administrator. You want me to check for the speed test? Let me see. [silence]
16:00
Speaker 2
OK, so you are. on the web browser interface. Yeah. Yeah. So, the speed test where you are checking it is on the web
16:00
Speaker 1
yes yes no no it's connected to the M six hundred and the M six hundred connected to the mother mother that now should should huh should give me at least nine uh it should give me at least 570 if it's right and it should give me 94 upload and more right now it's giving me 572 24.8 it's giving me the right one but let me do it another time because not all the time usually the first time it's giving me
17:00
Speaker 2
yes, okay, the M9600, right? And not on a different... Ah, yes, okay, please run the speed test. Okay, yes. Okay, run a speed test in another window, sir. Run it again. [silence]
17:00
Speaker 1
wright is giving me eh uh the right the right one let me no no let me see it's not finished yet it's not finished it uh it's connected directly and no no no wireless it's cable it's connected with the nine 600 by a cable yeah it's it's give right now it's uh it's giving me the right one right now it's okay it's download is 550 Upload is 24 But right now it's that is the is the thing.
18:00
Speaker 2
Okay. So it's still giving it the right one right? What is the download sir? Okay, upload is 24.
18:00
Speaker 1
And let us let us check the. When I have the connectivity, when I have the wire listen. Yes. Don't know. No, no. No, it's with my computer. I didn't use phone. I use the my computer connected to the even connected to the router. It was 24 giving me only. Yes.
19:00
Speaker 2
Uh, sorry. I have a question. So, when you got the download speed of 280 and the upload speed of 1.4, are you connected wired or wireless or did you run this speed test on the mobile phone or on a wireless device connected to your router? Router, okay. Um, okay. Sir, yeah, I I need your help on something since, uh, you are already on the web user interface of the, of your
19:00
Speaker 1
Alexis Ab. Yes. Yes. What is that? Where are your I can go to the? Which one? If troubleshooting let me go troubleshoot security troubleshoot it's troubleshooting yeah and do you want me to to go to that diagnostic? Yes. Yes.
20:00
Speaker 2
router kindly navigate and go to Troubleshooting, I know, on the linksys web UI user interface you are already on the browser right? okay, go to Troubleshooting open Troubleshooting select Diagnostics okay, and then select router send router info with Linksys, now it will ask for an email, okay, so what I want you to type in there
20:00
Speaker 1
Just, just, just one minute. Where do you want me to go? It's IP house? You want me to go to trace route? Yes. Yes, yes. Yeah. Let me do that. Just one minute. Send your information. Is sharing that missing information? Can help us to resolve network issues. If you have been asked, yeah, what do you want?
21:00
Speaker 2
Customer support lynx. Lynxis.com Yee ashqu. Ince the router info with links, share router info with lynis, Ince, select it. And then it will ask for an email, right? [silence] Yeh. Yeh. So, the email that you need to put in, on that box is this one. Just let me know when you're ready to get it.
21:00
Speaker 1
Yeah, I'm there. What you want me to put? Customer service. Yes. Yes, customer support, I'm there. What that? I want to, is there and links, add. Support, at. Let me put at. Link. [silence]
22:00
Speaker 2
Okay, put in customer support. That's that's one word, okay? Customer support. Okay, customer support and then the the at sign THE at sign, so customer support at link systems. Com.COM at at at LINCS Is.LINCS uh huh.
22:00
Speaker 1
Is support that.com? Yeah yeah I said that I'm waiting yeah I sent it but I don't know she waiting yeah it's there's no yeah yeah it's sent has been sent okay.
23:00
Speaker 2
.com.com.com.com.com.com P-O-M. So yeah. So that should be, before you send it sir, just to confirm, that should be customer support and then the special character ad and then the word linksys.com. Okay, now, yes, sir. Hit on "send my info." Okay. Uh let's... Okay. Still waiting. Let me know once it's done sending so that I can pull it up here on our end. Oh yeah, it will it's still waiting and then it will let you know once it's done. Okay. Give me a yeah. push okay okay give me one moment I'm still waiting for it okay okay Thank You so much [silence]
23:00
Speaker 1
yes, yes. and no worry, no worry, I'm... you want me to change the... you want me to... [ silence ] Keep everything as it is or you want me to do something? [ silence ] [ silence ] No, no, no. If you want me to...
25:00
Speaker 2
One moment, Issa, OK. I'm still waiting for that email. I'm sorry. [silence] Regarding with your Wi-Fi name, Issa, did you customize it before? Because right now, it's carrying the [silence]
25:00
Speaker 1
You want me to do it right now? [silence] or itch have link shh syb 82 right now. [silence] You want to customize or keep it as it is right now. [silence] No, you can. [silence] Right now I will do it later. [silence] Let us do this by right now. [silence] It's or you want me to do it right now? [silence] You want me to do it right now? [silence] Just 1 minute. [silence] Let me put my [silence] you see it or Yeah. [silence] Yeah, yeah, yeah, yes, just 1 minute. [silence] Just 1 minute. [silence] You want me to put the password or?
26:00
Speaker 2
Hmm. It depends on you, sir. Do you want to keep the default name? Sure. Yeah, you can do it right now, sir. I still haven't received the email. I'm actually still waiting for it. Just give me one moment. So while I'm waiting for that email to come up, how about you do something on your end like, you know, by setting up that 9600.
26:00
Speaker 1
you want me to add the password in my Wi-Fi or just you you will see the password or no? that that's good let me see yeah yeah no no no no no one's my friend let me just put let me see apply with me apply [silence]
27:00
Speaker 2
What password sir? No sir, I will never gonna see the password that you are going to create. Because what I'm actually asking earlier is only the logs of your router and we don't and we cannot see any information about your router aside from it. The password and the wifi name, we don't have any visibility about it. Only you. [silence]
27:00
Speaker 1
Yeah, you receive it? Yeah, let me sign it when I finish, the I will do it another time. Because I'm right now having the waiting for my.
28:00
Speaker 2
Sir isa? i still actually haven't received it, can you send it again, please? **[silence]**
28:00
Speaker 1
Yeah. Let know why still is not detecting my Wi-Fi. Say waiting. Just give me a couple of seconds till I finish this one, my friend. You think it just takes time like this, or I have to say wait still? It would take time? Yes. Yes. Yeah.
29:00
Speaker 2
Are you ready? Do you want to listen? Okay. Yeah, it's okay. Take your time. Wait for the system to complete its changes itself. Okay? Let's not rush it. Not too much time, but let's just give it some time. Okay?
29:00
Speaker 1
it's still wild you want to take the words out yeah yes I changed everything and but I stay awake it's not finished yet yeah yeah I have I have uh uh in my phone yes let me see yes
30:00
Speaker 2
I know, sir. Do not take off the wire. Okay, so since you just mentioned that you just changed the Wi-Fi password, right? Okay. Okay. Yeah, I know. But can you try connecting it? Try to open your phone. Go to Wi-Fi settings of your phone. Okay, so you can now see the Wi-Fi name that you created. And okay. Can you
30:00
Speaker 1
what you want just go and reload the page in my in my uh yeah yeah I did that yeah it's working right now yeah it's working [silence] share information with links is let me share I want to contribute it's customer
31:00
Speaker 2
connect your phone and then use the password that you created as well. And then regarding with the computer, just reload the page. Yeah, reload the on your computer. Okay, now. Can you? Yes. And then put in the same email address, customer support.
31:00
Speaker 1
Customersupport is... two P or 1 P? Yeah. Uh-huh at at. I just know why the I did the it confirms. We can begin. Maybe it's maybe because there's yeah, it's way.
32:00
Speaker 2
What do you mean, sir? Uh, it's a, one moment, sir. T-O-P-T, Model, S-C-U-P-P-O-R-T. Yeah, at Lynksys.com. [silence]
32:00
Speaker 1
[silence] say waiting. [silence] Yeah, say, failed at sending the email. Why? Failed at sending the email. Let me send it another time. Customer support team. [silence] Yes. [silence] Yes. [silence] Yes. Yes. [silence] Yes.
33:00
Speaker 2
CUS CUS TOM E R S UPP DD O R T. So, the customer support, sir, is one word, okay? It it doesn't have any space on it.
33:00
Speaker 1
[KEEP_UNCERTAIN] Shift at. [silence] Yeah. L-I-N-K-S-Y-S.com. Yeah, uh, it will shift this time. The first time I said, "Say everything is okay." The first time I send that was okay, but the second time said fail, but this time should be working. Let me see. Yeah, failure accute, I don't know why.
34:00
Speaker 2
so the special character at linksys S Y S S Y S dot com
34:00
Speaker 1
[KEEP_UNCERTAIN] Final two times? Maybe because I sent it. Let me go back from that. Would you just wait, wait, my friend, just give me one second to go back and see. Right now I am there, let me go back, I took it out as men, just one minute. Give me just one minute, my friend. Let me go back. Just give me one second, my friend. And I will do it another time. Just you think you're okay. Yeah, right now you're okay. Just give me, give me one second. Cause I want to go back. Just one minute.
35:00
Speaker 2
can you ah, no, sir. It ah, How about with this one, sir? Can you close that?
35:00
Speaker 1
that's fine my partner I will do another time right this time I've cleared the cache let me see Open right now let me go back to diagnostic and diagnostic should work right now let me try it right now cuz I cleared the cache I cleared everything customer support see yes support
36:00
Speaker 2
OK. Customer support. Yes, support.
36:00
Speaker 1
all right thank you
37:00
Speaker 2
customer support at linksys.com. Yes. uh huh, okay, Did it give you some info, like, it has been sent already? okay, okay, Thank you so much. just give me one moment and then uh let me wait for it to reflect. okay. uh I have it already.
37:00
Speaker 1
You want my Fe It's A B O O R A 2. This is for 5 gigahertz Bend.
39:00
Speaker 2
This is [silence] I'm still trying to pull it up. Underscore. Report. There it is. Okay.
39:00
Speaker 1
Yes. That- that's good. Maybe I will I will buy uh get my new router, yes. Why you stop doing some work for us? Well, the reason,
40:00
Speaker 2
And also, by the way, So I just also really want to let you know, I was actually about to tell you this earlier. So the router that you have, this is actually one of our routers that, you know, as of the moment is no longer receiving any updates from us. So this router is, you know, can be considered as one of our legacy routers already. So there there is no more update for this router. So you might really want to consider getting a new router. So, okay, just for a heads up. And uh yeah, sorry, I'm sorry.
40:00
Speaker 2
uh, yeah, so the reason it, Yeah, so regarding with that one, sir, the reason is, um, cur- uh, recently, our engineers are, like, you know, creating or now crafting a new router. So, that is why this type of routers and also some other MR series routers are no longer receiving any updates because, uh, we actually, I mean, the Linksys also stopped manufacturing the same product since December 11 of 23. So, that was already three years ago. Yeah, so, uh, Linksys stopped manufacturing this product three years ago, and that was also the time that the Linksys is no longer...
41:00
Speaker 1
Oh. Uh, that's good. And I, I'm thinking maybe, but, I can use it as an, uh, that's right? Yes. Yes. I will. Yes. Yes. I will. Let us just fix this one for right now. I will buy. If there's no updates for it, I will buy a new one, which have updates. s an update, update? Let me see. Let me see. Let me see. Let me see. Check it another time. Let me see. Let me see. Let me see. God.
42:00
Speaker 2
You can still use this router because it's actually still working but you might really want to still consider getting a new one and not to stick on this one, okay? Yes, sir. Now you are receiving the most exact speed that you are paying for. Yeah, absolutely, sir.
42:00
Speaker 1
Let me try right now one more time. And I want you to help me because I did, I did, uh, I did the links, I have links, uh, hub. Uh, links, you know, not, I want to use the two of them. I tried, always I used it works, but this time giving me a hard time. Let me first fix, fix seeing the internet here. It's mean right now is 2.1, my friend, is the upload. That's the problem there. 2.1 upload. Download is 497. See the upload is the problem. No, no, the 2.1 upload is too low, my friend. It should be at least 24. Uh. It's been, we can do nothing. Just touch the way, right now.
43:00
Speaker 2
Well the subscription. Umm I guess so regarding that one sir. So that is why actually I am telling you this right now that you might really need to consider getting a new one because of this. The internet speed that you were expecting to get is it's the router's really not providing it to you because of this one because the router is no longer receiving any updates and it can also affect its performance. Umm for this one sir um what I want you to maybe try to consider is that
44:00
Speaker 1
Yes, yes. [ silence ] Which means there is no are this is the one is is nothing wrong with
45:00
Speaker 2
try to like uh-huh cuz I did check the uh here on our end that there are a lot of devices that are connected wirelessly to your network yes there are some clients that are connected directly to the router so if some of the devices are not uh really using the internet maybe you can try to turn them off or to turn off the Wi-Fi connection of these devices so that uh the router can absolutely perform well but as what I have mentioned you might really want to consider getting a new router instead of sticking to this one okay
45:00
Speaker 1
Red but it's an old one. Yeah. My friend, I try to have a nod on it, but I have a Linksys nod and I push five times, it's not connecting to the router. What the problem is? No, I have 9,200, another one and I have Linksys not, you know the not? VoP. DELOP. DELOP, no. Router. It's a hub. Not not. Yeah.
46:00
Speaker 2
Yes, it's an old one. What is that other router? It's an old one. VLP. What is the model of that Velop router it's a hub? Can you see any model number on that router? Is there a mac address on the router? on the router. It doesn't have any serial number? 1. It's not connecting to that second one router and been through flashing all the lights. I don't know. Have you tried -like when it is not? Is that five?[silence] Horizontal line. I mean on that device. Or what is the minor number device? so that I can check it. And that's then that's then it. Name: L V P 01. Oh. Yeap. V like violin. L like lima. And then P and then 01. Yeap. Okay.
46:00
Speaker 1
it's older than the one that I have, or is that it's the nearest one the ball, good point. Yes. really is this thing the nine thousand two hundred
48:00
Speaker 2
Yes. So basically, both routers that you have are old routers, so you might really want to consider getting.
49:00
Speaker 1
Just one minute sir, one minute I will come back, I am answering the phone just allow me one second [silence] Just one minute I'll come back, I'm just answering the phone Just need one second [silence] One minute at most, please, okay? Oh someone call you? No, I just a a Yes. Yes. I'm I'm sorry. I am sorry. I have a customer calling and right now we can do nothing about it huh? I have it is it but this is not the right one. But it means to have the not the connected this five times. The five times the uh Yeah
50:00
Speaker 2
Yes, hello, sir. Yes, sir. So as what I have mentioned, you might really need to consider getting a new router so that it can absolutely meet your expectations, okay?
54:00
Speaker 1
stop stop top no no worry thank you thank you right now thank you which means the best thing is to buy a new router that's what you say stop thank you thank you bye bye no worry bye bye [ silence]
55:00
Speaker 2
Yes, sir. Yes. Okay. Thank you so much as well, sir Estephano have a good one bye bye for now. [silence]
55:00