Speaker 2
Welcome to the LinkSys support team.
00:00
Speaker 1
uh yes good morning uh my name is John Baccato I received your phone number from my internet provider um because I called them um my lente router um just a couple days ago just froze up and um I I tried to reboot it by unplugging it and waiting and then doing that and but it
05:00
Speaker 2
thank you for calling in this is G how can I help you today G
05:00
Speaker 1
It just stays frozen and they suggested that if I called you, you might be able to determine whether this product is... I'm sorry, did... was that? Oh, okay. They said that you might be able to determine whether this router is functional. I don't know how you would do that. I don't know if you're able to access it remotely, but it's an old router. I have to admit. I have to admit it's old, but it's been working fine and it's been sufficeing in the household. But I don't know if I just need to go buy a new Lynx this router or what? Well, the light indicators on the device,
06:00
Speaker 2
Wasn't the legal okay then? No, sir. Yes, go ahead, sir. Uh-huh. I see. Before we proceed with that, sir, can you confirm, you mentioned about trolls then? Are you referring to the light indicator, sir, or the internet?
06:00
Speaker 1
usually uh are are all just they they constantly just blink and flash um but since it it froze up it just they they stay just stay lit and there's no movement um on any of the lights and and of course our devices are not acknowledging the Wi-Fi connection so with the little button on the back I I have not no Sure it's old and I'm sure it's not under warranty but it's J-U-T O-O I think they might be zeros K-A uh man it's small writing 888
07:00
Speaker 2
uh-huh. uh-huh. uh-huh. uh-huh. I see. Okay. So, have you tried to reset the device? Yes. Have you tried pressing the button? Okay. Before we proceed with that, may I have the serial number, sir, of the devices, please? Mm-hmm. Okay, got it. how about model uh model number sure? one two zero end right? okay let me just check on that. okay. um it seems that this is already part of our legacy device or the WR t-1 2 0 N uh router and um let me just confirm a few things here, okay? just give me a couple of seconds.
07:00
Speaker 1
Okay.203-592-8518. My name is John Bruccato, B as in boy, R-U-C-A-T-O-J-.
09:00
Speaker 2
Mrs. More. Okay. Sure. Before I proceed on the further checking of this unit, sir, may I have your first year phone number just in case we get disconnected. Mhm. Got it. Sir, thank you. How about your first and last name, sir? How do you spell your last name, sir? Mhm. Got it. Thank you. Okay. And how about your email, sir? Is it okay if I ask for your email address?
09:00
Speaker 1
Uh, the, it's on the devices it's just saying that we're not connected. And when I try to, um, on my phone if I try to, uh, connect the device, it's not recognizing the, uh, the router. If, if I, if I press the reset button, do I have to reconfigure it in my, from my computer? Oh, okay.
10:00
Speaker 2
okay, your internet provider is Fox, sure. okay, yes. okay, so, since you mentioned, sir, that you did not try to press the reset button, how about we try that one out? you mentioned that the Wi-Fi name that you set up is not showing up, right? yes, yes, sure. you really have to reconfigure, but that's the only way, sir, for us to know if this is already a defective unit or not.
10:00
Speaker 1
All right. well, that might take a while's because my computer is old too that sometimes takes its time. I'll I'll try to get it. I'll try to um Do I need to um press the reset button when it's plugged in or just press reset and then plug it in? When I hit reset? All right. All right, let me plug it in and uh it's in an awkward spot. So just give me a minute. I'll try to plug it in and hit the reset button.
11:00
Speaker 2
Oh, that's okay, sir. That's okay. we will. Yes, sir. Oh, it should be plugged in sir. Yes. So, there will be changes on the light while you press the reset button, sir. some of the light will blink or and some will turn off. Yes, yes, no worry sure.
11:00
Speaker 1
Plugged in, I'll try getting reset. All right, I'm going to have to get my flash light going here. Hold on a minute. All right, there it is. Do I have to hold it down or just hit it once? I'll take, all right, hold on. [silence]
12:00
Speaker 2
[silence] You have to press and hold it for at least 10 seconds, sir. Okay, just give it 30 seconds, sir, and then we will check on your phone if you can see its own default name.
12:00
Speaker 1
There's only one light, and it says, um, number three. Although I have the, um, the cable plugged into the first port, but number three is lit. Well, it's yeah, the cable is plugged into port one, but on the device it says, it says that all that the light three is lit, everything else is not lit. Sure. It says not connected. Uh,
14:00
Speaker 2
uh-huh so it's on the port three it should be on port one sure okay yeah I got it sir um can you now open the uh the settings of your phone sir let's try this one on your phone please okay can you check if you can see uh I'll link this and name sir link status a 38 last digit is a 38 [silence] uh-huh so it's on the port three it should be on port one sure okay yeah I got it sir um can you now open the uh the settings of your phone sir let's try this one on your phone please okay can you check if you can see uh i'll link this and name sir link status a 38 last digit is a 38 [silence]
14:00
Speaker 1
That's not listed. Okay. All right, I'm picking up networks, but I'm not picking up anything for linksys. I'm sorry, say that again. Uh, no, I have a network name that's blank, and it says security with a WPA. Yeah, there's uh, there's nothing listed here that is acknowledging my wifi.
15:00
Speaker 2
not at the list. Can you toggle through the Wi-Fi on and off? We will check if you can see it. That will be under available networks, sure. ends in 838? Yes, sir. Any name that starts with sorry that ends with 838. Okay. Hmm.
15:00
Speaker 2
[KEEP_UNCERTAIN] write on the power special on the power and the Wi-Fi name or its own Wi-Fi names should show up. So that's the same name or that's the links is names sir links is 838. If it's not showing up sir, that means that this router is no longer resetting or no longer working. Anyway sir, yeah, this is already part of our legacy device sir and this was released around. let me just confirm. You have this for a long time right? okay. This was released around 2009. and and uh this is still part of our um Wi-Fi 5 um routers sir. Much better if you will do an upgrade sir go go with um Wi-Fi 6 or Wi-Fi 7. yes yes sir because those the
16:00
Speaker 1
Go ahead. Well, my question would be to you is, do I, if I buy a new router, you know, that's a six or a seven, um, does it have to be compatible? Will that be compatible with my modem, or Oh, okay. Good. Well, hey, now, the, um, the the, uh, the the router just displayed more lights. The power light the power light. Is on the light next to it, which looks like a circle with a, a ring around it. And then numbers two, three, and four are lit. But number one is not.
17:00
Speaker 2
yes, yes, go ahead, sorry. Oh, yes, yes, sure. Any licenses router should is compatible with the modem, any modem. Yeah, if it's a, Mm-hmm, . Mm-hmm. . Mm-hmm. . Okay, I see. Can you try to unplug to the ethernet from port one? [silence]
17:00
Speaker 1
I'm sorry. Could you repeat that? Yes. Yes. Right. Unplug and plug it back. Okay. Back into the same port. Did I have to wait, or just plug it right back in? Okay, it's plugged back in, but so far, nothing's changed. Okay, I'll try a different one. All right. It's in number two now.
18:00
Speaker 2
Yes sir you mentioned sir that the Ethernet cable is on port one right and it's not lit up [silence] Okay can you unplug sir and plug it back [silence] Yes [silence] Same port sir Yes sir [silence] Yes go ahead sir, plug it uh just plug it right now [silence] How about another port sir [silence] Hm [silence] Uh-huh [silence]
18:00
Speaker 1
still still the same should I try a different one okay that's number three nothing's changing I'll try four and I'm getting nothing [silence]
19:00
Speaker 2
Yes, yes. Ah-huh. Still not. Okay.
19:00
Speaker 1
Oh, on the device, all right hold on. No, I'll hit on the other, but it's just coming up with a blank network name and a security number and password that are all blank. Well, the security number is listed there, but it's trying to search for networks, but it's not coming up with mine. I'll toggle it off again and try and see if it changes. No, it's just, it's just recognizing my printer, which runs off the same Wi-Fi, but my printer Wi-Fi light is blinking, which means it's not connected. Our Wi-Fi doesn't have a secure network. Our router just a
20:00
Speaker 2
Okay, but can we check one more one more time? So if you can see the default name, the length of his name. yes. Engine. Just it's just recognizing the same way. printer runs off the same.oh. Engine.
20:00
Speaker 1
all the time?
21:00
Speaker 2
Okay so how was it sir? Any laces or any shower I
21:00
Speaker 1
I don't see any yeah like I don't see any anything that is not plugged in or disconnected. So I don't know. Must it might get. I guess it must just be that the router is dead. Okay, that would be good I'll I'll try doing that um now do is your product sold um uh can I buy it directly from you or should I go to a retail store like you know I don't know if you sell it at Staples or would you know that? Okay. Yeah, that's that's what I would think. So [silence]
22:00
Speaker 2
uh based on what you have mentioned and its default name is not showing up anymore, then yes. So yes uh, since this is no longer uh working sir uh, I will really suggest for you to get a Wi-Fi six or S7. Those will provide you better faster internet connection. Mm-hmm. Yes, yes, sir. uh Best Buy or Walmart, uh Amazon, any computer shop or any computer stores sir or um even in Amazon, we do have partner stores in Amazon, but much better since you want uh you need at rush, it will be better for you to get it from a store, physical store. Mm-yes, sir.
23:00
Speaker 1
Oh, yeah, so I can get it right away. All right, I will give that a shot and I just want to thank you for all your help. Okay, thank you so much. You too. Bye bye.
24:00
Speaker 2
Yes. Yes, sir. You're welcome, sir. You can call us back if you still wanted to use your Linksys device, sir. You'll see the call us back. We'll be very glad to assist you with that. okay you're welcome sir have a good day and stay safe bye bye sir
24:00