V2 Rubric Detail — fc6396e2-6a69-11f1-b…

Welcome to Linksys support to ensure quality service, your call may be monitored and record. For in warranty products, our support team is available to help with performance and hardware issues. For out of warranty product, paid support may be available depending on the issue. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys' technical support. My name is Dylan. How can I help you today?

write sir, you're trying to set up your MR 96, huh? Just to confirm with you, sir. is this your first time, uh setting it up or I see you just purchased this one. Okay. All right, sir. Uh, in order for me to proceed further, let me just run some verification with you and then, um, create a quick record here with all the information about your links router. Okay, so let's start with your full name. Um-mhm. Okay. So that's Bob Leskas. All right, sir.

You mind um providing me the serial number of the MR 9600 that you have the new one that you have Okay. So let me just repeat that one sir. It's 3 2 L 2 0

Well, sir, for this one here, just bear with me. You know, as regards record, by the way, sir, you might know, who's your Internet service provider? Spectrum. Okay, got it. Okay. Okay. Okay.

Based here in our system, the device is already out of warranty, but I will be proceeding with the troubleshooting considering that you, say, you purchase, you just purchased this one, right? And in the event that this won't work after a few troubleshootings on my end, then we would need the receipt in order for us to proceed with the next, I mean, next course of action. Okay. But can you still remember when is the exact date you purchased this router? Two days ago. Okay. All right, sir. Thank you so much for that information. Just to confirm, what's the status of the router at the moment?

It's a blue solid light. Well that means it's already online sir. Have you tried connecting to the WiFi? Mhm. [silence] I'm sorry sir, you're cutting in and out. Can you repeat that one? Let me go open the pickup. Order in. Oh okay. Um actually sir, where did you purchase this router? Amazon. So it's not, it's, the default WiFi name that is showing is, it's not what's on the sticker.

Yeah, okay, but just to confirm again. Um, I'm sorry. Uh, if you have a computer, you can hook up directly to the router. Yeah. Oh, okay, sir, no problem. So, if that's the case, sir, uh, let's proceed in resetting the router. Um, just, uh, press and hold the reset button of the router for at least 20 seconds. Ensure that you're properly pressing it, okay?

spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]

okay alright and what's the color of the light indicator showing on your router right now mmm flashin purple okay it should be a solid purple sir in order for us to um know that it's now on setup mode so we still need to configure it and set it up as a router or as as a main router yeah you need to be connected to the Wi-Fi so regardless if it has internet or it doesn't have internet we can um configure it so for now let's go on check the the Wi-Fi name and connect you to the internet permanently [ silence] now click on the advanced device configuration then after that scan again and you should see multiple networks over there but your router's Wi-Fi SSID should appear with the same Wi-Fi password you set out previously remember we used the combination of my name David and my birthday year so it will be David 2019 that's the key step to follow so you have to make write down that somewhere to make sure that you remember it and you will see it in the list on the routers Wi-Fi wires as you scan.

We can stop at the airport.

it's a blah okay and then try to track your internet yeah try try surfing through the internet and see if uh... it's working unable to join the network but you you you just said that that you you were able to connect to it right provide higher permission okay can you try to reconnect try turning off your Wi-Fi and turning it back on uh [silence] can you confirm to me sir can you confirm to me sir what your serial number for your device.

I'm sorry let me confirm, okay, that's two one. Hello, sir. Bravo. It's flashing blue. But were you able to connect to the Wi-Fi again? 211 P for Oracle. 27 P for Paris. 0 8. Is the Wi-Fi uh now broadcasting or what? I'm sorry. The name is now even showing up on your Wi-Fi. Okay. Um, do you have any other device that we can use? Okay, I've got what you said about... two one must be for Raven.

Uh, yeah, it should be linked to set up, right? Um, there's the problem, again. Okay, how would you, how did you know that that is the wifi? Wifi name of the router? Uh, no, sir. What I mean is that how did you confirm that the one that broadcasting is the is the wifi name that comes from the router that we're working on right now? Okay. Because it's quite unusual to. have a different name when it's, like, it's not a default WiFi name, unless you set it up prior, but we just did a reset on the router. But, anyway, um, the light indicator on the router is still flashing. It's a solid blue. Okay, and, um, you're still unable to connect to the WiFi? Uh, it just... What's the WiFi name showing, sir? Uh, letter A. Tell letters... Mm-hmm. [silence]

Let me just confirm here. It's the first time that you've done this. OK. Do you have any other router, sir? And uh can you check which router is broadcasting? Can you check your other router if that's the Wi-Fi name? why did you do this? You call the support number. So we don't have any preference anymore. Since we're sitting here. Our page helps you have Is there no option for you to see more? Or like check more available networks on your phone? Call that email address on

Okay, can we try that one? Yes. It needs the underscore. It should be the complete WiFi name.

Yes sir. Yes sir, I'm just waiting. Cannot find the network. I'm sorry. A for alpha, R for Romeo, A for alpha, M for Mary and for Nancy. Okay. um, okay. Uh, let's try this one, sir, turn your Wi-Fi off again and turn it give it at least um 10 seconds before you turn it back on. Uh may I know who's your internet service provider? [silence] uh, is your internet service provider the correct by the way, for uh we're for resetting the router password. if you have there's the only option that we have since the router is part of our first generation router. Uh the only option that you can create a new router password or change your router password is to reset your whole system. Now, when you're going to reset the whole system, temporarily you won't have any Wi-Fi connection or internet connection. Because the router would need. [silence] hello sir

Yes. How is it? still flashing blue but were you able to check if the Wi-Fi is now broadcasting? The. The device that you have is it's not broadcasting. Right. It seems like this router sir would probably be defective considering that the Wi-Fi isn't broadcasting. So that's one indication that the device is somehow defective. But anyway, um we'll check with the team or just uh stay on the line for at least uh. Three minutes to five minutes. Let me just check something here on my end, okay? All right. Thank you so much for your understanding. Um, Give me at least three to five minutes. All right. Thank you so much, sir. Stay on the line. Hello, thank you so much for patiently waiting. All right, so, um, here's what we're going to perform. This will be our last resort, um, Sir Bob. So, before we perform anything, um, let me just, um, give you some overview of what we're going to perform next. So, this is what we call the Linksys router recovery procedure. So, uh, we'll try to recover your router. But, uh, this, if this won't help your router and would still give us the same behavior, uh, I would be suggesting to, uh, return the product to where you purchased it to ask for replacement or, uh, a refund instead if you want, 'cause, you know, since

It's still within the store warranty. Anyway, here's what we're going to perform. Uh, first up, we're going to unplug the power from the router, wait for 2 seconds, and then plug it back and count for 5 seconds. So, again, uh before you do anything else, okay, so we're going to perform this one together on my lead for us to uh exactly uh perform it. Okay, so, so So unplug, wait for 2 seconds, plug in the power source, wait for 5 seconds and we're going to perform this one five times. Okay, so unplug, wait for 2 seconds, plug in, wait for 5 seconds. [silence]

So, since you have already done that, let's just wait for at least two to four minutes. So, this will take a bit longer than the normal boot up. So, let's wait and see what will happen. [silence]

Got it right. Give it time. Okay.

I'm sorry. So it's still not broadcasting? Okay sir. Yes sir. Uh that would be our last resort, um, uh as what I've mentioned earlier, it would be suggested, uh, you know, returning it to the place you purchased it. Alright sir. Alright sir, thank you so much for watching. I'm sorry to hear that. I'm a great day sir. Take care. Bye for now. Gee