Speaker 1
Brian. Hi. [silence] Brian.
00:00
Speaker 2
[silence] has been available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] If you're experiencing issues with your link, this product and it's no longer under warranty. Paid support is available for a minimal non-refundable fee. [silence] This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI powered support bot at support.linksys.com.
00:00
Speaker 1
Your, your page. Got some site. Hi, yeah, hi, we've got a, uh, Linksys, um, router over here, uh, at our house, and for some reason, yesterday, it went out. Uh, we're not able to get any internet.So I was calling about that. I believe so, yes. Yes. Sure. Um, first name is Mark, M-A-R-K. Last name is Kuzmich, K-U-Z-M-I-C-H.
01:00
Speaker 2
Welcome to linksys.com slash r slash linksys. Hi, thank you for calling GIS. This is Gina. Can I help you today? [silence] But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name? Sure. Sorry, Kuz.
01:00
Speaker 1
Area code six, zero, three, four, nine, 3, 8, 7, 0, 2. Email is all one word staff s-t-a-f, applications, with an s-app-li-cation s1234@g(mail.com). You can. That's correct. Um, just the one over here that's not working. Sure, the serial number is 2-3-L-1-0-P-0-7-A-0-1-323.
02:00
Speaker 2
get in your call back number. And your email? Okay, thank you for that. So, it is staff applications 1234, gmail.com. And how many Lynxsys router do you have, Mark? Can you please provide us the serial number? [silence]
02:00
Speaker 1
7. That's correct. OK. Comcast? Sorry, spectrum? [silence]
03:00
Speaker 2
Okay. So it is what two three L for Lima. L one zero P for Paul. 07 A for Alpha. 01327. Okay. So the model number is an RE9000 is an extender. And who is your internet service provider? That's okay. Now, before we proceed Mark, I would like to set the expectation regarding of that warranty status of your Linksys range extender. Okay. So it indicates in our system that this extender is no longer under warranty. And I really apologize that live support is no longer available. However, we have paid support. So I can still assist you setting up your range extender again. $15, 1, 5, $15. [silence] Sorry? [silence] Okay. [silence] So please give me two to three minutes to prepare my tools in my end. [silence] And make sure also that the main router is connected [silence] and [silence] working, and also providing Internet connection. [silence] [silence] Yes. [silence] So the main router is working, except for the range extender. Okay, that's good.
03:00
Speaker 1
We're seeing, okay. [silence] yep. [silence] same first name MoRk M A R K. [silence] that's correct. [silence] 5378 1100 3645 65697.
05:00
Speaker 2
Okay, so I just want to ensure that this call is not recorded, sir. While we are gathering your credit card information for security purposes. Okay. May I know your first name and your last name is, and your card number, and the two did you?
06:00
Speaker 1
0129. 413. Yes, 413. 00, 3049. That's correct.
07:00
Speaker 2
I said expiration for the month and year.
07:00
Speaker 1
check the email all right hold on a second Roy it's going to be at she has the receipt okay which like the like on the front of it yeah the blinking orange yep
08:00
Speaker 2
Okay, let's check your email. Yes. Okay. And what is the light indicator of the range extender? Sir? Yeah. Is it blinking amber? Okay. Can you please move this one? Uh, away
08:00
Speaker 1
speaking of. Ah the reset button the the ah the little red one all right can I have a pen or something to show. Hold on one second I'm gonna get a pen okay so hold it for 20 seconds okay hold on
09:00
Speaker 2
from, from the, from the, main, main router. please, again. Then, Then, Hadley press and hold the reset button of the range extender. so let's just say 15 to 20 seconds. The reset button. [silence] you Need A pin. [silence] you need a pin. Yes. to press and hold it. Yes, sure. Yes.
09:00
Speaker 1
Okay. I did that. Say that again a computer, what? Yes. Yep. My wife has that. [silence]
10:00
Speaker 2
Okay, do you have a computer in your answer? We have a computer which we can use to set up your device. Okay. Gently connect your computer to the default Wi-Fi name of the range extender. So let's start with length of setup. [silence] links as an extender set up. No, it will not work with your hotspot. So make sure your computer man is connected to the default Wi Fi name of the range extender. Okay. So let's just wait for a moment for the laptop to connect successfully with the range extender.
10:00
Speaker 1
I don't Next week's not done. I just looked at it. Okay, it's I don't know what. Now this is me. We got to do. Yeah, I know. Okay, I'm here. It's it's come up links. See, start set up with a blue button. Want me to hit that? This is where I was before. Okay. And then it says, how do you want to use your range extender? A wireless extender. Wireless. Okay. And then I press next. Extend your Wi-Fi signal without using any cables. You okay.
12:00
Speaker 2
Okay. So, can we open a browser? Yeah. Click start set up. Okay. Click start set up. Yeah. Wireless. Yeah. Yeah. This is your wireless name. Oh, are we back? [silence] That's correct. Okay. Ready.
12:00
Speaker 1
[KEEP_UNCERTAIN] Oh so you're talking about wireless, yeah but we're talking about wireless in the term of Wi-Fi, exactly. We're trying to get this going here on your phone. Okay, can you see any of the networks or are you not in a Wi-Fi area? Let me check something out here before I test it out.
13:00
Speaker 2
[KEEP_UNCERTAIN] your main your main router. What is the Wi Fi name of your main router your main network and then a yes and then enter your Wi Fi when it right prompt because it's your main network ma'am. Is your main router from? [silence]
13:00
Speaker 1
... I can't tell. okay. Okay, hold on one. Okay, let me get there. hold on. I don't know what that is. extender. Okay. hold on one second. Okay, I believe that is, yep, the one over there. enter your password for the AXZone extender. I don't know. I don't know. I think I have, I'll just put the extender one instead of the Wi-Fi. Is that the Wi-Fi? I'm going to wait OK. I don't know what that is. extender. Okay. Hold on one second.
14:00
Speaker 2
Yeah, make sure you're connected to your main network. Yeah, your Wi-Fi. Make sure your extender is connected to your Wi-Fi. Select the Wi-Fi name of your Wi-Fi.
14:00
Speaker 1
I'm, I'm, I'm looking in here. Um, because I do see a Wi-Fi extender, we'll, we'll try the main one first. Hold on. [silence] starts networking and then it says next. It looks like all that and the next is highlighted, so I just clicked the next. It says you're too far from your route. It's saying. OK. Now it says secure your extender range, create a password,
15:00
Speaker 2
yes so once you're connected click next and then review your extended wireless network so you have your wifi name for the two point four which has an ext on it and for the five gigahertz band your wifi name and there's an ext on it and are you on the oh yeah connect anyway proceed to click on connect anyway
16:00
Speaker 1
And then or confirm now. Okay. Now with this, what, what password is this for? Just so I can log things to know. Okay. Okay. Okay. Okay, it says register your product with an email.
17:00
Speaker 2
Admin, try to use admin, all lowercase, a D M I N as default, yeah, because just in case you are going to log in on the settings of the range extender, you need the admin password, try to use admin, all lowercase, a D M I N as default, it works, no need, skip that one, [silence]
17:00
Speaker 1
these may also email me no okay next skip skip you're almost done open the wireless menu on your device and choose the K95 extender enter your password and then return to this page I think I've done this I feel like I did this but I I did um I did skip and now I'm here and it just tells me that I'm almost done and it says uh hit next so it says first to open your wireless menu on this device and choose the canine is the one I chose um and then enter the password and then return to this page and wait and hit the next button to wait for it to turn blue so it wants me to go on the Wi-Fi here uh let me try now
18:00
Speaker 2
Skip that one on. No need to register or links as product ma'am. Click skip. No need. Maybe you can click. Is it shows your extender is set up? After you click next. [silence]
18:00
Speaker 1
Next. It's not highlighted. It's telling me to do three steps before it it will highlight and go to next this is where I got to it says, you're almost done. Your range extender will now restart. When the LED on the range extender turn green. Then it says open the wireless menu on this device and choose Wi-Fi name not green it's solid. Yeah, okay. And then it says enter the password for the selected network and then confirm and then it says we turn to this page and wait for the next button to turn blue then click next to continue. [silence] It is orange. Solid. It's solid. Orange. Solid. You know it's not blinking? Solid. Okay, so I gotta go back. The page before. So What's that? Yeah, it says open. Oh, yes, yeah, it says open the wireless menu on this device. So it wants me to go to my wireless on my computer here and it wants me to choose the canine, then enter the password and then return back to this page and click the next button when it's highlighted blue. So you want me to do,
19:00
Speaker 2
uh, yeah, uh, yeah, it's a repeated connect, right? It asks you to connect something?
20:00
Speaker 1
it's still the solid orange.
22:00
Speaker 2
How far it is from the main router? Okay. So I thought you place it three to five feet apart for the setup process. Yeah, because for. So, currently, how far it is from the main router? Yeah, but I totally. I totally understand that because this is actually the scenario, ma'am. For the setup process, it's really recommended to place it not more than ten feet away from the main router or three to five feet apart. Once it's successfully set up, that's that time that you're going to [silence]
22:00
Speaker 1
Okay. I'll unplug it. We'll go over there. Okay, so we can do this. We're going to unplug it and we're going to go over there and and and and do that. We'll go to the the area that it is where the room there. So. So, hold on a second. So, I got to take my computer over there too. No, hang on a second, okay? We're doing it now. Are you? Are you still? What about the wall? We gotta plug it into the wall.
23:00
Speaker 2
we'll remove it, move it back to its original placement. There was 100 ft away because it's not set up if it's too far from the main router. That's why it just turned solid amber or solid orange. [silence] Okay you. So relocate that one three to five ft away from the main router and plug it in directly to the wall outlet.
23:00
Speaker 1
okay, so once we get it plugged in, where do you want me to go? Will it just kind of find itself? Is that what's gonna happen? Yeah, It's basically. Oh my god. Okay, folks, I'll be right there, maybe. We have someone on the speaker that we just heard. Our internet's down. We're trying to get that fixed. Working over here. Okay, folks. Okay. Okay. Okay. Okay. Okay. Okay. Ouch. Ouch. question going on, so. doing a reset right now. So, now do you want me to go back to the, uh, the, the Wi-Fi link see thing again from the beginning? [silence] speaking down with it, and
24:00
Speaker 2
We really need to start from the beginning. Kindly press and hold the reset button for 20 seconds for that range extender. Yeah but reset the.
24:00
Speaker 1
Okay. Make sure the light indicator's changing. While- while holding the button. Off, right now. I I need to see the front of it what's exactly where your hand is. No. There's no light there. Now I see- now I let go of the thing. I know, but I need to see the light. The light's right here. Oh, okay. There's no light on at whatch you on. There's no light on it at all right now. Yeah, so there's no light. He's- he's holding the button, but there's no light at all. Make sure it's turned on. It might not be turned on. Let's get this button on the side. On the side there's a button. Okay?
25:00
Speaker 2
Dave, he slipped. Remina just left. Peter's got a fan in Polish.
25:00
Speaker 1
So you can. Yeah, strike out. There's no light at all. There's no light at all. There it goes. Okay, now it's blinking. Okay, now it's reset. Yeah, you just needed a minute. It's blinking green and then a double blink so it, it did a double blink there somewhere. So I think that would have worked because it was blinking and then it did like a double quick blink. It's still blinking green. He's still he's still holding it. Yep, so it's been 20 seconds. Okay. Oh, uh, okay, let go. Okay.
26:00
Speaker 2
light indicators, is there a blinking amber [silence] bit, did you press and hold the reset button for 20 seconds? Okay, release or let go.
26:00
Speaker 1
do it's right it's right there yeah over there over there yeah that's the one to try no it's uh it's uh it's too um now it's the amber color blinking. Okay. okay so I don't see I see what is it the name of it? um yeah not yet I don't that. I thought last
27:00
Speaker 2
[silence] Okay, can we connect your computer to the default name of the range extender? Lenders Extender Setup
27:00
Speaker 1
last time that I can see it this time. Yeah, there it is. Nope. Nope, that's not it. I still don't see it. Um wait, let me refresh a couple times. it's trying to set up. It's trying to set up to the, um, canine. No. No. Your thing hasn't come over to me yet. Okay. Reset button again. Again? Yep. Can you hit the reset button again? Yes. Hold on. Taking forever. [silence]
28:00
Speaker 2
carefully reset the extender again because if the Wi-Fi name is not detecting on the network list, which means the range extender is not setup or reset properly.
28:00
Speaker 1
Okay, it went from orange to blinking green. Keep holding it. It stopped now. Okay. Now it stopped. Keep holding it. Release. Release. I need to read it now.
29:00
Speaker 2
Keep on holding it. Release. And then refresh your yeah and then check if the Linksys extender setup is now detecting.
29:00
Speaker 1
It's trying to connect to what I had tried to set it up to before, this CN5 extender thing. It's trying to connect to that. So, that, is that what you want it to be connecting to? Because that's what it's connecting to. Yeah, it doesn't say what it said before. It it automatically started connecting to this CN5G extender. Okay, let me, okay, let me get rid of that. And Lindsey set up. I see it. Okay, sorry. It wasn't giving me that option. So now I'm going to connect to that. I see it. It's connecting to the Lindsey. I hate this dumbing moving anything in the world. I don't know. Yup, it's just, it's just there now. Okay, so we're going to go to set up again.
30:00
Speaker 2
That not work. Is it rounded you to a page that welcome to range extender. [silence]
30:00
Speaker 1
set up and then wireless yeah and then um then the why then the okay you know what I see because I think what I did before I think I set it up to the canine the extender and not my actual full wi-fi because now I see four bars here so we're going to hit that one okay and then the password hold on a second I gotta put you on speaker okay all right I typed my password it's doing the circle waiting for the network to connect
31:00
Speaker 2
Click Start Setup. Yes. Select your Wi-Fi. Okay. Sure.
31:00
Speaker 1
and I'm breaking our it Paul, that whole set up over it. Wind I email I wonder what. No, no, I get a car. I got that six. Okay, the password does not seem to be working. Please check to make sure the password is correct. Uh now it is. The reason is for almost think won't pick. No, but this is the password. I know what it get that. This it this is doggy. This is it.
32:00
Speaker 2
Yeah, make sure your password for your Wi-Fi is correct.
32:00
Speaker 1
Yes, this is the correct one that I did 16 times on that. So maybe I got to go to the [silence] to me. [silence] I chose the tunnel this time, not the network tunnel that has no Wi-Fi. So I don't know if that made a difference. I chose the [silence] well, I chose the one with the five bars that were right here. Yeah, but this is our main Wi-Fi. That what I'm connecting to is our main canine. It's our main Wi-Fi. That's the question I had over there. I connected to what what I didn't think was right, but it worked. Couldn't you lend me your. Yeah. Okay. Give me a second, please. I'm going to go back to the one that I did. It's got. I'm going to go back to this one because it works last time. So, so sorry. to give me one second. Got it. to be. So it's connected to the router. connected to the router. No, it's connected to the extend, oh, the extender. That's been extended. Yeah, I guess, but it would be better if it was connected to the main one. I don't know.[silence] Okay, it worked. Now, I should go to the next button, right? Yes. And then it still says too far, but okay. And then it said connect anyway, right? All right. And then it says create a path for admin again, yes. Okay. Okay. I'm going to skip that step. And then I'm going to do what it says here, which was before. I'm going to go to this open wireless and choose action. It says action needed, and then I want to go to, uh, it's trying to connect. Nope, there we go. I got it. Hold on. [silence]
33:00
Speaker 2
yes. click next. yes. connect on click, Connect anyway. Yes. Yes. admin for the default admin password. Yes. uh uh.
35:00
Speaker 1
Um, I want to enter my password again. [silence] It's just taking a second. [silence] Okay. It's connected and now enter your password to select and confirm. I don't need it. It didn't and then it didn't highlight. So, it's still it's still it's still going, it's not there yet. It wants the password. It says no Wi-Fi networks found, but it's trying really hard. It's still searching for it. Still searching and then the hold on. [silence] It didn't I want to do that. So let me make sure what that's all about. I don't have a memory. Yeah. That's ready for the conference. Yeah, it is there. And it's, now it's like it's being, it's taking a lot time to connect. So hold on. I saw it, almost asked for my password and then it disappeared on me. So I'm not sure. It's so soft. I don't know about that. It's still, it's trying again. So it said, no internet. But then it says it's full bars. It says full fully there. It says no it, oh, it's connected, it's connected. And then it mess. Oh, hold on. It worked, hold on. So now I did that and I went to the next one and it says your Extender is set up, but it's still solid amber. It's still solid amber on the console.
36:00
Speaker 2
Yeah, make sure that's the WI-Fi name of the range extender. yeah keep on observing it keep on observing it it might still setting up green right as it was yes
37:00
Speaker 1
there's something,there's something with the,hold on. Let me turn you up a little bit. Hold on. What was that? yeah, we have, yes we do, We have a computer running right here on that. We have a different computer running on our network. And like I said, when it hit up to this, it just said there was five. When I go on, it says that there's full bars for this K95G. It's still solid amber? yeah. no, it's not, it's not. It's not as orange still.
39:00
Speaker 2
and can let's check if you really have a Wi-Fi to your main network can let's check if you have a Wi-Fi from your main network wherein your extender connected and the light of indicator of the range extender still solid umber [silence]
39:00
Speaker 1
Yeah, but it's right next to it, like, two feet. Not two feet. Could there be something wrong with our router? "Extender." Extender. I mean, on our router, extender. [silence] So it is plugged in five feet from the main router? Yes. Reboot it? Unplug it? Yeah, I think that we, set it, we tried to set it up too early, it wasn't. Yeah. So, unplug it. or wait a minute, do you want me to reset it before we unplug it? Or do you want to unplug it? [silence]
40:00
Speaker 2
and how far it how far it is from the main router okay can you please to power cycle it or reboot the extender and do you have the option to uh plug that one five feet apart from the main router okay reboot it unplug and wait for 10 seconds to plug the power back
40:00
Speaker 2
No, that's why you need to restart it. Unplug and just wait for 10 seconds to plug the power back. Just 10 seconds.
41:00
Speaker 1
Still blinking green? It's still blinking green. [silence] Are we waiting for it to be solid green, ma'am? [silence] Okay. We didn't hit the reset. All we did was unplug it, plug it back in and we're waiting, right? [silence] Okay. It went to blinking amber now.
42:00
Speaker 2
Uh no, there's no need to hit the reset button.
42:00
Speaker 1
that can't be good. I didn't know you've never hit the reset. No, she said not to hit the reset, so don't worry about it. Now it's solid amber. Terrin on that pick up, I want to you to talk to Casey about going over things with them. You know, how'd she do? In the big, I mean just with the big pick up. So, okay. The trial, the nutshell, the Winny. yeah, okay. Yes, I think I'd rather you talk. It's still So I'm sorry, can you repeat that? it shows on my end here connected, secured, full bars. if I can browse, like, uh, go on the internet. Is that what you're saying? okay. okay. I am on, I am able to go online, and my Wi-Fi extender.
43:00
Speaker 2
Okay, what is the network status now? It shows "secured, no Internet connection." What is the status indicated on the Wi-Fi name? It shows "secured, no Internet connection." Can let's check if you can browse. Yes. And what is your Wi-Fi name for the range extender?
45:00
Speaker 1
yes exactly. dash or I'm sorry, underscore again EXT so it's it's um, okay so it's K-9 dash 5G underscore capital E, X, T, underscore capital e, small x, small t. [silence]
46:00
Speaker 2
under score at so it's K nine dash five G under score at [silence] okay so by the way i'd really apologize
46:00
Speaker 1
I can. I can, I can unplug it and put it back to its original spot. is blinking fast amber right now, but you said I could take it, unplug it and put it back. It's currently blinking, Amber, yeah. Fast blinking. Don't unplug it yet. Okay. [silence]
47:00
Speaker 2
uh, TRUE. Apologize for the inconvenience. Since you are connected to the range extender and you can browse and access the internet, so solid green or solid amber for this device, which means it's working or providing any internet connection. So you may now proceed to relocate the range extender. Um, yes. Exactly. Uh, it's currently blinking amber. Okay, no need to unplug that because it's still booting on.
47:00
Speaker 1
anything. Okay. You said it's setting up. You think? What was that now? Okay. Okay. Okay. I'm sorry, I'm trying to get back to
48:00
Speaker 2
It's booting up. It's booting up. Don't unplug the range extender when it's blinking.
48:00
Speaker 1
still blinking fast amber is now it's solid solid amber now it is plugged in oh wait a minute no no no no no it is a strip it's just it's plugged into a strip it's plugged into a strip jacked a wall no I don't have a wall oh yes you do you have one right there yep yep unplug it then yep hold on a second
49:00
Speaker 2
And it's still blinking. [silence] again and check if you can connect with it or you access the internet. You're able to access the internet.
49:00
Speaker 1
Let me see. Hold on. Yes, it says I'm connected, and then let me go to the internet. Yes, looks like I am. Yes, I am. So I'm connected to the internet as well. And it's still solid. Oh, okay. We're headed to that other spot. plug. Tell somebody to grab her. Okay. All right, we're going to head back now. Yeah. Lexi, I don't know what you're doing, Lexi. She thinks she's better than she is. Okay.
52:00
Speaker 2
Okay. So, which means it's successfully set up. So you may now proceed to relocate the one.
52:00
Speaker 1
I think it might be convenient to plug it in right by our under the right there at the window, Mark. Yeah, but I need to plug the other thing. So I gotta go plug that in too, right? I don't even know what that is. I don't know. It's wireless. I gotta ask about that. Okay, so we're plugging back in, but I do have a question because we went and we said it was it was wireless. We do have this because we don't know anything, but there is this white box, this Sonos box that plugs into the back. Hold on. That plugs into the back of the router and that is that okay? Extender. Sorry, not the router. The extender. We have this Sonos box that is that plugs into the back of this router. Can we do you want us not to put that back? Hmm? What was that? No, no, the main router, no, no, we er, no, the the this extender is a wireless extender, we just plugged it back into its original spot. But in the back of that extender, the one that we've been working with, there's a sonos box, like I said, we didn't set this up. But there's a Sonos box that's always been plugged into the back. Is that okay to, to, to put that back into the back of the box? Yes. No, it wasn't plugged in when we took it, when we took it all apart, we went and it was, it was plugged in, and then we took Pugged it back in. Okay.
53:00
Speaker 2
okay? Are you asking regarding of the main router is the main router from Linksys? So you want to plug a device directly to the range extender. But is it currently plugged in? Yeah, you can you can plug that one back to the range extender. As it was. I've got an internet connection
54:00
Speaker 1
Yeah, so it has- it does do that frequently as we're watching TV. It'll it'll go from amber to green to amber and then sometimes we lose connection. So you're saying that um it either needs an update or we need a new- a new router- new uh extender? [silence]
56:00
Speaker 2
Okay. So they, and did you got the device a couple years, right? Okay, so that's why the light indicators change. Maybe the firmware updates, maybe you need also to do an upgrade. But as what I mentioned earlier, ma'am, solid amber or solid green for this device is online. Yes. Thanks, General. So if the issue continues in the future, as of now also, ma'am, we are no longer manufacture this device. So this is one of our old version.
56:00
Speaker 1
Okay, you then if that was the case. What do we need to do something that would be suitable for us with 100 feet away and something that's, you know, we want something that we don't will have any issues with something that will more than take care of the issues. So what what do you uh suggest with that?
57:00
Speaker 2
Uh, and there's no current firmware update for this one. So if, if if you're able to encounter a lot of trouble in it, maybe it's time for you to do an upgrade or purchase a new one. Okay, regarding with that, maybe you can call the manufacturer of your main router, and then you can inquire them if they have a device that can extend, the wi-fi coverage of your internet, because the scenario here is that you have a different brand, of your devices. So, your main router is not from Linksys, except for your range extender. But you can also purchase a range extender, an RE7350, but better to call the manufacturer first just to confirm if that one is the best one in your case. [silence]
57:00
Speaker 1
Okay. Okay. All right. We'll do that. Thank you very much. We appreciate it. Yes. Thank you. Thank you. Bye bye.
58:00
Speaker 2
You're welcome. And your paid session is now complete. So, we provide troubleshoot, the issue resolved. So, this is one-time non-refundable session. So, for their support would require new paid session. Okay? So, thank you so much for your time and patience, and have a great day. Bye for now.
58:00