Speaker 1
Are you still with me?
00:00
Speaker 2
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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher-than-normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible.
00:00
Speaker 1
sorry Go oh. Go state. Go state. Go state, go state. Go state. Okay. Go state, go state. Go state. Go state, go state. Go. My. And. Thanks. Okay. My TV went out and, um, the, the lady says that, uh, Spectrum, that I needed your help to get this one going in here. Because the link, they went out.
01:00
Speaker 2
[silence] Thank you for calling Linksys. This is Elle. How can I help? Okay. Sorry, Mom. You mean that the Linksys router went off?
04:00
Speaker 1
Do you, honey? What do you need? 29V11M2BA0644 4. [silence] Uh-huh.
05:00
Speaker 2
Um, anyways, can I have the serial number of your Linksys, let me double check that one first. Uh, serial number of your Linksys router. Thank you so much. Let me repeat that one just to make sure. That is 29 V4 Victor 11, M4 Mike 2 B4 Bravo A4 Alpha 07 6444. Okay, thank you so much, prom. Let me just pull that one up here. And I'll just like to make sure that I heard you correctly earlier. Your internet service provider is
05:00
Speaker 1
Yes. Could you repeat that please? Oh gosh, I don't know, but it's been a long time that we've had to have. Yeah. We don't have email. Sandra Logan.
06:00
Speaker 2
Spectrum, right? Okay. All right. And is it your first time calling Linksys? Is this your first time calling Linksys? I see. Okay. No worries. Let me just create a case ticket here, ma'am, for record purposes for documentation, if that's fine with you. I'll be asking you your email and then your first name and last name, okay? Okay, so you don't - Okay, how about first name and last name? I'll just put that one on the record. Sandra Logan, ark.
06:00
Speaker 1
Yes. Well, we don't know what's wrong with it. It's got a red light on it. There's no light now. At the top.
07:00
Speaker 2
Okay. And this is the best callback number in case the call gets disconnected, the one that ends in 5263. Okay. All right. Let me just create that one here. Just give me one moment, okay, for a while. So you don't have any internet connection, ma'am, on your Linksys router? [silence] red light. mm hmm. Red light at the front or at the top? Okay.
07:00
Speaker 1
We've plugged and unplugged. We've checked to make certain that all the cables are connected. And we have turned the router. We've rebooted the router. We shut off and restarted. And we can't get linksys to do anything. Well, the linksys that he said was on his by itself on this one TV because I have two TVs, three TVs, and the other two are working. And this one isn't in my front row.
08:00
Speaker 2
and then what have you tried so far with your internet service provider what troubleshooting did you go through
08:00
Speaker 1
No, cell phone, but we don't. If we don't have home phone, we have no computers. No tablets. No nothing else. Yeah. They said that that we probably needed to go through and set up this router again. So, that's why we're calling. We have no clue how to do that and what we're trying to do is to get the red light to become green. But we don't know how to go about doing it.
09:00
Speaker 2
[silence] and aside from the TVs, do you have, um, other devices that's connected to your Wi-Fi? like phones, computer, tablet? No. cell phone? Okay, well. [silence] [silence] Okay. So, just the smartphone. Okay. [silence] Yeah, usually.
09:00
Speaker 1
I'm sorry, it's an Android, yeah, on the top, yes. [silence]
10:00
Speaker 2
Yeah, usually, yeah, I'm sorry. As for the red light, well, the red light indicates that there's no internet connection, so probably that's the reason why your TV why one of your TV is not working. However, um Hmm for us to set that one up, we actually really need to use a device. Um what's the phone that you're using? Are you using a smartphone like iPhone or Android? Okay, but it has Wi-Fi, right? Okay, so did you press any reset button, ma'am, with the internet service provider? Did you press any button on your Linksys router? Or no?
10:00
Speaker 1
No. Yeah. Yep, we've got to plug in. How did we through? Oh, for about 30 seconds.
11:00
Speaker 2
Okay. But on the back there's a red LED on and the light. Did you press that one or no? Okay. There is a cable from sorry. There's a cable between the modem and then the router right? That's plugged in on the internet that has a label yellow line. Okay. How long did you turn off the modem and then the router with the internet service provider earlier? How long? How long did you turn it off? 30 secs okay. As long as you did not press any reset bottom. Maybe we can try this one. Can you turn off your modem and then turn off as well your links.
11:00
Speaker 1
[KEEP_UNCERTAIN] We have not done them together. We've done them separately. Okay. no hold on please. You mean you want us to, is it in the, let's see that you want us to, we're going to do both of them together. Okay. Okay, at the same time? Yes. Okay now that.
12:00
Speaker 2
okay, I know that you have already done that one, but let's try one last time. Okay. Let's turn off the modem and then the Linksys router. Then, just leave it off. Let me know if you have already turned it off. Okay, take your time so let me know once you are done. At the same time.
12:00
Speaker 1
close hot right okay we got it yes yes
13:00
Speaker 2
Okay, so modem is off and then Linksys router is off, right? Okay. Let me set a timer for at least three minutes then I will let you know if it's three minutes already, okay? [silence] All right. And then I would just like to give you a heads up, ma'am, um, the device is actually already out of warranty based here on our system. So, usually, for out of warranty devices, we can support you in terms of the troubleshooting, but in case there is a hardware issue, we can no longer process any replacement. But we'll be able to support you for the troubleshooting if needed, okay? All right. So, we still have two minutes and 20 seconds left. If you need to do something else while we're waiting, you can take your time back to us.
13:00
Speaker 1
Thank you. How long have you had that router? Um, I bought it down at Best Buy. Yeah. So, I don't know. I wonder if you just need a new router. I mean.
14:00
Speaker 2
I'll just be here if you have any questions, okay? I'll let you know if it's three minutes already. You're welcome.
14:00
Speaker 1
She'll mind it. Just pretties though. [silence] Okay, so let me plug this in first. Okay, Hang. Okay. Okay, now plugging it.
15:00
Speaker 2
Alright ma'am. So it's ready, three minutes. Uh turn on first the modem and then if you, and then if you think that the modem is stable, then power on the linksys router. Alright.
16:00
Speaker 1
4 red can you turn hit that button it's still blinking where the router is still blinking red okay yeah okay
17:00
Speaker 2
That's fine. Um, I, um, they're actually still trying to recover, because we just plugged them in, so we'll just have to wait for the modem. And then once the modem is on line, then we'll have to wait for the router. It might, it might take a while, maybe three to five minutes or more, but we'll, we'll see. We'll have to wait. Okay. You can take your time, okay?
17:00
Speaker 1
Check the light on the motor. It's off. Oh, it's blue. It's blue. They're blue. You're right. Every light's blue.
19:00
Speaker 2
How's the LED so fireman? on the modem. Okay. And then how about the links, these router? So blue on the modem, and then blue also on the links?
19:00
Speaker 1
Is it blinking or solid? It's solid. Solid. Um, Wi-Fi. You mean the, the Wi-Fi word we've got. You want us to give that to you? Wi-Fi. The Wi-Fi name? You're asking for a password? Mom. No. Is that it?
20:00
Speaker 2
Is it solid blue on the Linksys? Or blinking blue? Okay. So solid blue on the links is. Can you try to connect to the Wi-Fi of the Linksys? What's the Wi-Fi name that you have for the Linksys? Silent. Um, yes, what's the Wi-Fi name, ma'am? Of your Linksys? The one that you usually use to connect. Silent. Yes.
20:00
Speaker 1
No, you're not asking for a password. I go in on uh, uh hit mom M-O-M Um. So you're telling us go to the TV because that's what we're trying to do. Go to the TV. Okay. Um. [silence]
21:00
Speaker 2
No, just the Wi-Fi name that you used to connect before. [silence] All right. And then, can you go to the Wi-Fi settings of the device that we're trying to connect to the network? Let's see if you are connected to that Wi-Fi name. Can we see that? Yes. Yes, go to the TV, Mam, or what device you have that you used to connect to the network, but if it's the TV, yes, let's go to the TV.
21:00
Speaker 1
Hold on just a moment. Yeah. It's still not getting a signal and I I'm not comprehending what you mean by where we go to connect to Wi-Fi. and maybe I'm her sister trying to help her her daughter set us up and we're trying to do this on our own so please for give us if we don't have some of the answers um but I don't know how they did it
22:00
Speaker 2
usually for TV, um, you have to go to the settings and then network, that actually depends on how you connect your TV to the router, to the linksys router. if it's connected via cable or you connected it via Wi-Fi to make sure that your TV is working. how do you connect your TV before to the Wi-Fi? uh mmm that's fine. Okay, what's the what's that's fine. um you're actually still on the right track since um I believe the, because based here on our system, the router is showing online now. So, I believe it remains solid blue as a f
23:00
Speaker 1
Yes. Sound. You know what, let me go check one thing. I'm wondering if there's a cable on the back of the TV that's come unplugged and slipped down behind it. Yes.
24:00
Speaker 2
This time, right. It's it's still solid blue. Okay. So that means that you have internet connection. So we'll just have to make sure that the TV is connected to the Wi-Fi. So, um, so, okay. You can take your time. I'll just be here.
24:00
Speaker 1
I do. It's. It's. Gotta come out further. Okay. Hold on. Hold. Hold on. That doesn't come in. This is. Hold on. Hold on. Okay. Move, honey. Okay. Can I get down to the air? Can I get past there? Yeah. No. On the air and say it been right here. Okay. [silence] yeah, honey it's coming on. No signal. And we got pumping back here. Is what I think.
25:00
Speaker 2
Yeah, I'm also still here. You can take your time, I'll just wait. [silence]
28:00
Speaker 1
so, it's not that it's still saying no signal, so. yes. well, I don't know. I have no clue, honey. a Phillips. Phillips. P H I L L I P S and
29:00
Speaker 2
Yeah. No signal. It's all right. Can you check is it connected directly to the linksys router via cable for the TV? No. Maybe now. Okay. How about we just try to do it via Wi-Fi? What's the brand of the TV that you're working on right now? Sorry? Pelig?
29:00
Speaker 1
It's only one F. Oh. Let me spell that over again for you. F-A-H-I-L. I T IPS. Yes. It works for remote, of course. For the remote, of the TV so we can do the checking. On the TV, yes. Okay.
30:00
Speaker 2
okay. okay, can you navigate can you go to, can you press the Home button of your remote and then navigate to settings, if you can find settings on the TV? Ok.
30:00
Speaker 1
We will prepare.
31:00
Speaker 2
let me know once you find settings. Okay. the router is still solid blue, right? Okay. And then on settings, look for wireless and networks
31:00
Speaker 1
because the TV's not getting a signal. So how do I get the settings if it's not getting a signal? Well, that's what that's what we were telling you, is her daughter connected it, and her daughter is not here. So all of these questions regarding how we did it previously, we're not going to be any help because we don't know.
33:00
Speaker 2
do you have an option on the TV to choose like... [silence] how do you connect your TV before? [silence] before connecting before um sorry [silence] okay let's see ma'am because for this one we can at least try to connect it via Wi-Fi however we have to go to settings if you can pull up settings because that is how we can
33:00
Speaker 1
Well, we'll have to go in another room and check. Now, I don't know how to get us to settings with this.
34:00
Speaker 2
Look for networks, then look for Wi-Fi. Then that's how we can connect to the Wi-Fi name. But if we don't have the option, then maybe we can really have someone who usually connect this one before. Because as for your Linksys router, if it's already solid blue, that means it's already back up and running. So the router is online. Because I can also see it here on my end that the router is online. It's still solid blue, right?
34:00
Speaker 1
Yeah. I'm on. I went to home. See, no matter what button I push, it remains no signal. If I, I'm, I'm with the router, I'm with the remote now that changes channels, that kind of thing. And it's, it's no matter on the TV, the actual TV remote or the other remote we've got here, um, that runs it, which I believe it's on either that may run Roku or or something else. Nothing moves. These buttons, no matter what button I press, on what device, the same message remains on the TV screen. Yes. [silence]
35:00
Speaker 2
Mmm [silence] Mmm, Mmm. [silence] Uh, Uh huh. [silence] Okay, I see. So you also tried to turn off the TV, correct, and then you turn it back on. Mmm. [silence]
35:00
Speaker 1
no. No, it's definitely, I can't stay in work and, yeah. All right. Well, yes, thank you for spending so much time with us. Um, and we'll see what, what else we can try to do here. Okay. Okay, thank you.
36:00
Speaker 2
Okay. Yeah, we actually really need help from someone. Or you can contact Philip's technical support. So they'll be able to assist you with the no signal. But so far, as for the Linksys router, if it's solid blue, that means it's online. Then you just need to connect it to the Wi-Fi. Okay. Okay. But if you can contact Maam Philip's technical support, I may not have their online number, but if you can search it, maybe they can help you out on that one. So they'll be able to assist you for the TV settings okay? Okay. You're welcome. If anything else regarding Linksys, just give us a call back.
36:00
Speaker 1
Thank you. Okay. Bye. You too. Which? Okay, hang on.
37:00
Speaker 2
you're welcome bye bye take care thank you bye bye
37:00