Spent 45 minutes on the phone with a tech and still can't get the router to work. Guess i will take it back.Here is what you'll get from support actual CHAT! Hello Welcome to Linksys Chat! My name is Jennifer A., how may I help you today?" Me: Hi, I'M having a issue with my router Broadcasting my Secure SSID Jennifer A. P: i am sorry to hear that, Glenn. Me: Basically I've reset the router several times Jennifer A. P: But don't worry, let's see what we can do to get this fixed. Me: after reset, only Guest SSID appears in choices Jennifer A. P: So let me verify that you want to set up a password to make your WiFi network secured. Is that correct, Glenn? Jennifer A. P: Oh, does that mean that you can no longer see the name of your router's WiFi? Me: No, I have a password set up, already Me: What is happening is that it's not showing up on our phones Jennifer A. P: Do you need a password to access the set up page of the EA8500 router? Me: I have two secure bands and one guest Me: I need to know proper re-setting procedure Jennifer A. P: Thank you for confirming. Jennifer A. P: (LEADS TO SALES PITCH) Before we proceed to the troubleshooting, let me inform you that your free technical support and the product's warranty was valid until Sept. 30,2016. Jennifer A. P: To proceed with the troubleshooting, I'll discuss the Premium Service options. These are offered to you because we believe that you deserve quality service from us. Jennifer A. P: We have 3 options available for you. Me: I'm not asking for tech support intervention Jennifer A. P: (HERE GOES THE SALES PITCH) 1.1st option is a single-incident plan with a 14-day grace period to monitor resolution after troubleshooting. This goes for $29.99 2. The 2nd option is a better deal because you get unlimited support related to the Linksys device and a longer service coverage up to 6 months, all for only $39.99. 3. The third option is a model upgrade. For this, I can give you a 10-15% discount, Free ground shipping and 90-day money back guarantee. Me: I am asking what is the proper reset procedure, this information should be available Me: in owners manual Jennifer A. P: I do respect your decision, but are you sure you don't want to avail of the offerings above mentioned? You may not want to miss those offerings. (BACK TO SALES PITCH) Jennifer A. P: We just want to make sure that your device is set up correctly. Me: I know how to set up,, it was working fine up until today Me: I had a tech on the phone, and i couldn't understand him Jennifer A. P: I apologize for the inconvenience this has caused you. Me: here is what I did, I hit reset button, then I accessed my router via computer Me: set all my passwords, and band ID Jennifer A. P: Alright. Me: After everything was in order, I went to my Iphone and could only see guest band available Me: which is unsecure Jennifer A. P: I see. Me: Basically I'm allowing my secure SSID to be broadcasted but it's not doing it Jennifer A. P: This can be a possible firmware glitch. Jennifer A. P: Or can also be a configuration issue on the router's settings. Me: I am unable to access my secure wifi Me: Everything set on auto, Mixed Personal Me: It worked before? Me: possible firmware glitch? Me: when I tried to update, it said no update Jennifer A. P: I offered the services because there are troubleshooting options to resolve your concern. (BACK TO SALES PITCH) Me: I'm a self- employed person for 41 years, I can follow instruction if it is provided Me: I purchased this product, expecting it to function Jennifer A. P: By the way, have you press the WiFi button at the back of the router? Me: How is it that I need tech to troubleshoot? Me: Yes I have Me: It"s activated Me: and as I explained,,,,, the guest WIFI shows up Jennifer A. P: Have tried turning it off to isolate the issue? Me: if wifi wasn't active we wouldn't have guest show on phones Me: Yes, to your question Me: actually held to reset according to Kris the other tech Jennifer A. P: I see. Jennifer A. P: So which option would you choose? (BACK TO SALES PITCH) Me: I need my secure bands to be broadcasted, Me: If there is a fimware glitch, then it's on Linksys to rectify it Jennifer A. P: (BACK TO SALES PITCH) We can begin once you invest for any of the service plans I shared earlier. Me: No thank you,,, I will be contacting the Better Business Bureau,, regarding this practice. Me: I am copying our chat and forwarding it to them. Jennifer A. P: It's sad to hear that. I understand how you feel. Jennifer A. P: However, we have policy and process that we are following for out of warranty devices. Me: No you don't I'm being extorted, Jennifer A. P: I see that you are quite surprised. Jennifer A. P: Are you aware of the warranty and service coverage of your Linksys device? Me: So what you are saying is that your equipment fails Me: How do I know if the updates sabotaged the life of my unit? Me: It is not inconceivable! Jennifer A. P: Glenn, we provided 1 year of free technical support from the time the device was purchased. Jennifer A. P: We are committed to deliver service beyond the free period. Jennifer A. P: This is exactly the reason I shared the premium options so we can address your concern today. (BACK TO SALES PITCH) Me: By law,,, I too have to provide one year,, Me: in my business, but my work last for 20 years or more Jennifer A. P: I understand how that is frustrating and I'd like to apologize for the inconvenience. Me: Like I said,, its extortion,,, Consumers should be given the option to handle issues on their own, not buy extended warranty Me: I'm going back to Netgear,,, Jennifer A. P: I feel you, Glenn. I am a consumer as well. Me: And I am going on Facebook and bringing this conversation Jennifer A. P: I do respect your decision, Glenn. Me: Made in China,,, designed in California,,,, designed to break down Jennifer A. P: For more information about the Router, please visit www.linksys.com/support Jennifer A. P: Will that be all for now? Me: that site offers no help Me: just MORE sales talk Jennifer A. P: It's sad to hear that. I understand how you feel. Me: I am also on site jabber,,,, look for Linksys in the next day or so,, I have 120,000 followers You've ended the chat.Old wireless router quit, replacement Trendnet router (and their tech support) was a disaster. Linksys solved problem with windows 10 connectivity in about 5 minutes, and were kind and friendly about it!.