Notes
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DISCONNECTED
--------------------
#2
WRT160N
(910) 273-2665
CSE11J142424
TIME WARNER
WINDOWS 10
IPAD CANT CONNECT INVALID PASSWORD
USE COMPUTER TO ACCESS UI
TURN OFF
DHCP ENABLE
192.168.1.102
192.168.1.1
ACCESS UI
WIRELESS SETTINGS
-------------------------------
#3
(414) 446-9599
ea6400
TRY TO WIRE THE LAPTOP TO ROUTER
IPV4 ADDRESS 65.28.162.45
DG 65.28.160.1
DHCP YES
PHYSICAL ADDRESS E0-DB-55-D2-B9-FD
BROWSER
linksyssmartwifi.com
smart setup
access router settings
no internet access
mac cloned using mac address
ONLINE
wireless 2.4 is the only network recognized
not online in the other rooms
wants to connect desktop
online using desktop
wants to connect printer
suggested to call manufacturer because agents scope of support is just the router and is not familiar with the printer settings.
Closing remarks:
Does the issue need to be escalated? NO
----------------------------------------------
#4
WRT54GS version 7
GAVE A WRONG SERIAL NUMBER ITS A WAP DEVICE
DONT REMEMBER WHEN SHE BOUGHT ROUTER
TRY TO DOUBLE CHECK SERIAL NUMBER OF DEVICE
CGNC1G8D8911
IT IS OUT OF WARRANTY
PITCH PC/PC6
PITCH LTR
DECLINED BECAUSE SHE WILL CALL A FRIEND THAT COULD HELP HER TO BUY ONE.
REBUTTLE BY GIVING ADVANTAGES OF BUYING FROM LINKSYS
RECOMMEND EA6100
CUSTOMER DECLINED
CLOSING SPIEL
CLOSING REMARKS:
DOES THE ISSUE NEED TO BE ESCALATED? NO
------------------------------------------
A NEW PHONE
PASSWORD RETRIEVAL
30 SECS FIX AND SET EXPECTATIONS
ACCESS UI
IT ASKED FOR USERNAME AND PASSWORD
INVALID PASSWORD
USE ANOTHER WAY OF RETRIEVING PASSWORD
CHECK LAN STATUS AND GO TO WIRELESS PROPERTIES
IT COMES OUT THAT THE PASSWORD IS FROM HER HOME NETWORK
RETRIEVE IT ANYWAY
THE LAPTOP IS NOT CONNECTED TO LINKSYS DEVICE
WE CANT FIND THE LINKSYS NETWORK
TRIED USING THE PASSWORD TO MAKE HER PHONE ONLINE
EDUCATE CUSTOMER THAT IF WE'LL GONNA USE THE ROUTER'S WIFI THEN WE'LL HAVE TO RESET AND RECONFIGURE IT. AND SHE WILL BE PAYING FOR THE EXTENSION OF PHONE SUPPORT TO CONTINUE.
SHE DECLINES AND SHE'LL DO IT ON HER OWN.
GIVE WEBSITE
CLOSING SPIEL
CLOSING REMARKS:
DOES THE ISSUE NEEDS TO BE ESCALATED? NO
-----------------------------------------------
E2500
VERSION 2
NO INTERNET CONNECTION ALL OF WIRELESS DEVICES,
CUSTOMER SAID THEY ALREADY EXHAUSTED ALL TROUBLESHOOTING STEPS WITH PREVIOUS AGENT.
HE WANTED TO REPLACE THE PRODUCT AND HE IS IN WARRANTY.
HE ALREADY HAVE THE HOTLINE NUMBER FOR THE CUSTOMER SERVICE DEPARTMENT AND THE BUSINESS HOURS.
SUGGESTED TO CUSTOMER THAT HE WILL CALL CUSTOMER SERVICE ON MONDAY BECAUSE ITS ALREADY CLOSE BY 5PM.
PROVIDE A CASE NUMBER.
CLOSING REMARKS:
DOES THE ISSUE NEEDS TO BE ESCALATED? NO
---------------------------------
#6
RISE BROADBAND DSL
WINDOWS 7
PASSWORD RETRIEVAL
CUSTOMER HAS SURGE PROTECTOR
SURGE PROTECTOR-MODEM-ROUTER-COMPUTER
CHECK LAN STATUS
CONNECTED TO LINKSYS
GO TO WIRELESS PROPERTIES
RETRIEVE PASSWORD
CLOSING SPIEL
CLOSING REMARKS:
DOES THE ISSUE NEED TO BE ESCALATED? NO
--------------------------------
E1200 VERSION 2
SN 10822C6C419177
DROPPING CONNECTION
IT AUTOMATICALLY DISCONNECTS FROM LINKSYS WIFI WHEN THE CUSTOMER IS OUT FOR 24 HOURS
TRIED TO INPUT PASSWORD TO IPAD
INVALID PASSWORD
SET EXPECTATIONS THAT WE'LL BE NEEDING A COMPUTER IF WE NEED TO ACCESS THE UI OF ROUTER
GET A COMPUTER
WINDOWS 7
CHECK THE NETWORK THAT THE DEVICE IS CURRENTLY CONNECTED TO
NOT CONNECTED
WIRE LAPTOP TO ROUTER
255.255.0.0.0.
169.254.155.205
MODEM-COMPUTER
IPV4 10.147.135.194
DG 10.147.135.193
DHCP ENABLED
MODEM-ROUTER-COMPUTER
10.147.135.194
10.147.135.193
OPEN UP A BROWSER
CANT ACCESS UI
REBOOT MODEM AND RESET ROUTER
LIGHTS NOT FLASHING
HARD RESET ROUTER STILL NOT FLASHING
PUT THE CUSTOMER ON HOLD FOR 3 MINUTES TO VERIFY IF THE PRODUCT IS DEFECTIVE TO CRT
THE CUSTOMER GOT DISCONNECTED
CLOSING REMARKS:
DOES THE ISSUE NEED TO BE ESCALATED? NO
--------------------------------------
#8
EA6100 version
6
1 TV 3 LAPTOP 1 PHONE
CLOSING REMARKS:
DOES THE ISSUE NEED TO BE ESCALATED? NO
-----------------------------------------
70MBPS
CHARTER
WINDOWS 10
HE DISABLED 2.4 AND NOW HE CANT SEE ANY LINKSYS NETWORK ON HIS LAPTOP
MODEM-COMPUTER
IP 71.80.178.182
DG 71.80.176.1
DHCP : YES
MAC F8-A9-63-7B-D0-19
MODEM-ROUTER-COMPUTER
LIGHTS LIT
IPV4: 192.168.1.135
DG: 192.168.1.1
DHCP YES
ACCESS ROUTER 192.168.1.1
CHECK THE WIRELESS SETTINGS
SECURITY MODE IS MIXED CHANGED IT TO WPA2 PERSONAL
1.1.6.173444
CHANGE THE CHANNEL TO 11 AND 40
UNPLUG ETHERNET CORD AND CONNECT TO WIFI
dropping connection
COMPUTER IS A SINGLE BAND
ONLY PHONES CAN RECOGNIZE 5.0
AND ITS ONLINE
CLOSING SPIEL
CLOSING REMARKS:
DOES THE ISSUE NEED TO BE ESCALATED? NO
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