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TOAD6147 · 01-08-2006, 03:16 PM

I just thought I'd share an experience with you concerning my attempt to get tech support for my Linksys router mod.# BEFW 11S4 v4. Following is a transcript of the exchange I had with one of their techs:

My initial e-mail to them from me complaining that I lost Internet conectivity at least once a day but much more often than not:
"This has been a recurrent and cronic problem since I first started using this router almost 8 months ago. Why dodes it always require a reset AT LEAST once a day? I have the firmware updated to the latest version.
By the way, I forgot to mention that I had been waiting in que for live chat support on this problem and as I watched the number ahead of me tick down from 186 to 2, the next time I looked up I was back to 168 and as I watched further the number would go back up every time it went down. What the heck is THAT all about?

"
Their reply:
"Response ((12664)) 01/04/2006 12:12 AM
Dear Mr. Manning,
Thank you for contacting Linksys Technical Support.
I apologize for the inconvenience this has caused you. If the Internet connection constantly drops, try connecting first your computer directly to the modem. This would verify if the connection drop is caused by the router or by the modem.
If the Internet connection is stable when the computer is directly connected to the modem, reconnect the router. Using a computer hardwired to the router, access the router’s web based utility by launching the Internet Explorer browser and type http://192.168.1.1 on the address. Leave the username blank and enter the password that you have set for the router (default password is admin).
On the Setup page, look for the MTU option and set it to enable/manual. Set the size to 1450 then save the settings. Check if the computers connected to the router’s local network would have a stable Internet connection. If the connection would still drop, lower the MTU size by decrements of 8 until you would achieve a stable Internet connection.
If the suggested instructions did not work and you have already tried upgrading the firmware of the router, try hard resetting the router by holding the reset button on the device for 10 seconds. This would reset the router to its default configuration. Reconfigure the router and verify if the Internet connection would be stable.
I will be glad if this helps. Thank you.
If you have further questions, please send us an E-mail at support@linksys.com so that we may further assist you.
You can visit the Linksys KnowledgeBase at www.linksys.com/kb for future references.
Sincerely,
Product Support Specialist
Badge ID 12664
Linksys - A Division of Cisco Systems, Inc.
Website: http://www.Linksys.com "
My resonse to this:
"Sir,
Just thought I'd let you know that after spending several hours putzing around with this router per your instructions, I finally arrived at a solution to my problem: I went back to my Netgear WGR614 v5 which works flawlessly and always has. The last 24 hours is the longest strech of uninterupted Internet service I've had since I changed over to your router 8 months ago. I must say, I'm extreemly disatisfied with your product and disappointed in Linksys over this situation. It will definetly have an
influence on my future networking purchases.
For what it's worth, thanks for your efforts to help me with my problem.
Regards,
John M. Manning"
and their response to this:
"Dear Mr. Manning,
Thank you very much for taking the time to give us valuable feedback. I apologize for the inconvenience this has caused you. Please feel free to get in touch with us again should you have other queries.
If you have further questions, please send us an E-mail at support@linksys.com so that we may further assist you.
You can visit the Linksys KnowledgeBase at www.linksys.com/kb for future references.
Sincerely,

Product Support Specialist
Badge ID 12664
Linksys - A Division of Cisco Systems, Inc.
Website: http://www.Linksys.com"

01-08-2006, 03:16 PM	#1 (permalink)
TOAD6147 Registered User Join Date: Oct 2001 Location: Lake Helen, FL Posts: 3,489	See today's most popular deals at » Linksys I just thought I'd share an experience with you concerning my attempt to get tech support for my Linksys router mod.# BEFW 11S4 v4. Following is a transcript of the exchange I had with one of their techs: My initial e-mail to them from me complaining that I lost Internet conectivity at least once a day but much more often than not: "This has been a recurrent and cronic problem since I first started using this router almost 8 months ago. Why dodes it always require a reset AT LEAST once a day? I have the firmware updated to the latest version. By the way, I forgot to mention that I had been waiting in que for live chat support on this problem and as I watched the number ahead of me tick down from 186 to 2, the next time I looked up I was back to 168 and as I watched further the number would go back up every time it went down. What the heck is THAT all about? " Their reply: "Response ((12664)) 01/04/2006 12:12 AM Dear Mr. Manning, Thank you for contacting Linksys Technical Support. I apologize for the inconvenience this has caused you. If the Internet connection constantly drops, try connecting first your computer directly to the modem. This would verify if the connection drop is caused by the router or by the modem. If the Internet connection is stable when the computer is directly connected to the modem, reconnect the router. Using a computer hardwired to the router, access the router’s web based utility by launching the Internet Explorer browser and type http://192.168.1.1 on the address. Leave the username blank and enter the password that you have set for the router (default password is admin). On the Setup page, look for the MTU option and set it to enable/manual. Set the size to 1450 then save the settings. Check if the computers connected to the router’s local network would have a stable Internet connection. If the connection would still drop, lower the MTU size by decrements of 8 until you would achieve a stable Internet connection. If the suggested instructions did not work and you have already tried upgrading the firmware of the router, try hard resetting the router by holding the reset button on the device for 10 seconds. This would reset the router to its default configuration. Reconfigure the router and verify if the Internet connection would be stable. I will be glad if this helps. Thank you. If you have further questions, please send us an E-mail at support@linksys.com so that we may further assist you. You can visit the Linksys KnowledgeBase at www.linksys.com/kb for future references. Sincerely, Product Support Specialist Badge ID 12664 Linksys - A Division of Cisco Systems, Inc. Website: http://www.Linksys.com " My resonse to this: "Sir, Just thought I'd let you know that after spending several hours putzing around with this router per your instructions, I finally arrived at a solution to my problem: I went back to my Netgear WGR614 v5 which works flawlessly and always has. The last 24 hours is the longest strech of uninterupted Internet service I've had since I changed over to your router 8 months ago. I must say, I'm extreemly disatisfied with your product and disappointed in Linksys over this situation. It will definetly have an influence on my future networking purchases. For what it's worth, thanks for your efforts to help me with my problem. Regards, John M. Manning" and their response to this: "Dear Mr. Manning, Thank you very much for taking the time to give us valuable feedback. I apologize for the inconvenience this has caused you. Please feel free to get in touch with us again should you have other queries. If you have further questions, please send us an E-mail at support@linksys.com so that we may further assist you. You can visit the Linksys KnowledgeBase at www.linksys.com/kb for future references. Sincerely, Product Support Specialist Badge ID 12664 Linksys - A Division of Cisco Systems, Inc. Website: http://www.Linksys.com"