Speaker 1
Yes, please. I'm a customer of Community Service, Community Fiber and they've just fitted new equipment at my place, uh, Wi-Fi 7 stuff. The thing is, uh, to, for me to connect my printer, I need a, uh, uh, 2.4 gigahertz. Is the, the community service has sent me the information for that. I have been blocked out by linksys. How do I unblock, please? There, [silence] you, [silence]
00:00
Speaker 2
Thank you for calling Linksys. To assure quality service, your call may be monitored. Please remain on the line for assistance. I think you for calling Linksys. My name is Van. I'm going to help me today. Mhm. Mhm. You've been blocked out for your 2.4 connection. Yeah, I was blocked.
00:00
Speaker 1
my account or whatever. I don't know. If you can have a look, I'll give you my details. It linked his app yet. See, in the app they said I've been blocked because I got it wrong many times. I haven't got a clue what the information was seeking. Like password for my account, password for the unit itself? Was it looking for the five-digit number? I have, so I tried all of those. It didn't work, and it blocked me out. Wi-Fi 7. that's what it said. this one. So, I've got LED left here, which is SPN series, Wi-Fi
01:00
Speaker 2
Are you referring to your kind of linksies app? What's the model of your new Linksys mesh that was provided to you by community fiber? [silence] Yes, but there is a there is a specific model underneath it. Can you double check?
01:00
Speaker 1
Wi-Fi 6 and Wi-Fi 7 whole home mesh system. Is that the one? Okay, just hold on. I will tell you that in a minute. Do I give you the model number? BS P and M 60. Is that the one? So how do I do that, please? [silence]
02:00
Speaker 2
Look underneath the physical mesh that was given to you. There should be a model number. Thank you so much. Yes, that's the one. So for your SPMN-60 this model is no longer compatible for the Linksys app. So whenever you tried using the Linksys app, it will not allow you to enter since this is not made for the Linksys app. To navigate your SPMN-60 you need either a computer or laptop and access it through a browser instead. [silence]
02:00
Speaker 1
I, I, I have to go upstairs, but let me, my, yes. It is totally the first time ever. They've given me your, sorry, they gave me your number. That's why I'm ringing you. Yes, my first name is Arvin, a-r-v-i-n, d-e-f-m-d-a-t. And my last name is Gundecha. G-I-U-N-D-E-C-H-A. Yes, Gundecha. It's Arvin, M-I-C-H-A-E-L.
03:00
Speaker 2
Do you have a laptop available with you? I see. Before anything else, may I know, is this your first time calling Linksys? All right. Since this is your first time calling Linksys, All Right. Since this is your first time calling Linksys, I'll just have to gather some quick few information so I can create a case here in our end. Can I have your first and last name? All Right. And what about the email address?
03:00
Speaker 1
first name.g at Googlemail.com. That's correct. Yeah, exactly. I've seen them. Let me just go and. Telling you that from last year. Just hold on, please. I've got three of those, but the main one is the one I'm just going to go and I'll look at it for you. Just hold on, please. Okay, and please make a note of the.
04:00
Speaker 2
Thank you so much, Arvind Goud Shiva at gmail.com. The phone number that you're currently calling is 00 seven eight three five four, nine five two four six eight. And may I know what's the serial number of your current SPNM60. [silence]
04:00
Speaker 1
72 0 1 1 1 q 0 m 2 9 f 1 0 0 402 I think I already correct it 72 E 1 q or 0? I can tell I think it's a Q okay m two 9 f 1 0 4 0 2 That's okay laptop yeah I'm going upstairs I'll be there soon My laptop is on yes yes yes [silence] I pick it up. I go downstairs. [silence]
05:00
Speaker 2
1.0402. Let's should be zero. Thank you so much. All right do you now have your laptop ready? Alright can you go ahead and grab your laptop real quick.
05:00
Speaker 1
Okay. just going to turn it on. It is, it is, it is connected. it was the first thing I had to do when I fitted the equipment on Tuesday. so it's just logging me in. this is one of the older ones, this is slower. Okay. what do I do? Yeah. [silence] Okay. so we're going onto, onto ESS, okay. Oh, it's okay. Yeah. What email address should I use? Okay. just use my personal one. Okay. which kernel should I choose?
06:00
Speaker 2
Make sure that your laptop is connected to the Wi-Fi. [silence] Is it now turned on? [silence] Open a browser. [silence] Do you use Google?
06:00
Speaker 1
I use Google, yes. I'm just turning it on. Okay, I'm in there. Yep. One word, myrouter.info, or just myrouterinfo. Okay. Hold on, please. Myrouter.info. Okay. What's happening basically, I've got a big defender, and it says, "take me back to safety." So... I understand it let's take me in you.
07:00
Speaker 2
"All right, so in Google, type in on the address bar, my router dot info." Yes, yes, yes, does it give you an option to proceed? [ silence ] " Mhm. Mhm. It's only on myrouter.info. When you hit on myrouter.info, it gave you a warning sign, correct? That's completely normal. You need to bypass that warning sign by clicking continue, show more or advance. Just click that one. Mhm.
07:00
Speaker 1
Advanced midwifroodra. I think it's taking me to my site to the Linksys. Now, yep. Yeah. Okay. Root password. What is the root password? This is where I got then. So under Yeah, I know the password in my mind by heart. So it's saying I should put in that password. Yeah. Okay. Okay. This is what I tried putting in the first time. And it blocked me out completely. [silence]
09:00
Speaker 2
That's still normal. Just proceed and skip to the next part. Your router password should be the same one that's underneath the router itself. Try using that password first. All right. Yes, yes, that's correct. Thank you.
09:00
Speaker 1
The one who is on the back what you mean yeah I will just go and get the card which they gave me which has got the and I know wonderful I'm sure it's right but just for the what you mean
11:00
Speaker 2
So give you an option to reset password. Try double checking the spelling one more time. Type it in and make sure the spelling is the same one underneath the SP and M60. Yes. All right. [silence]
11:00
Speaker 1
This is now straight from Lindsay's spot that the guy gave me and I've got exactly the same one. I've done it so many times, I know it inside out, the password. And the router, this is the router password, yeah, so Wi-Fi password. It says it's incorrect. Yeah. Yeah, yeah, this is same one. That's that's why it it broke me because I will
12:00
Speaker 2
Can you double check the spelling that was given to you, and also the same one underneath the Linksys device?
12:00
Speaker 1
I was using three and when I put the first one, which is the Wi-Fi stroke the router password, it said, no. Then I put my account password. It didn't like that either. Then I put in the key, you know, five digit key. It still didn't like this. I was getting confused as to, what does he want? No, it doesn't, this is just saying incorrect password. And then there's a little line that says where is it and then there's a little blue link that says log in. Do I do that? Log in? Yes.
13:00
Speaker 2
on that same login page does it also give you the option of forgot password no once again there's a blank right where you can put in your password what are the other things that you can see also apart from the word login [silence]
13:00
Speaker 1
nothing. [silence] Nothing. That's it. This square box, the picture, I'll see. How do I do that? Um, what two two the router? I have to go after it. Sir. Um, yep. And the clear it, the router password, same as the Wi-Fi password. I understand it. [silence] Sorry. [silence] That's the same one, I can do it second time, no problem. [silence] Yes, yes. [silence]
14:00
Speaker 2
So it's just. All right now can you go to the SP-NM-60 physically? Yes go to the router physically. All right now look underneath it there's a Wi-Fi password right? All right can you try typing it can you try typing it in there or was it that one that you tried typing in earlier? All right make sure that the spelling is correct. If you see a big O[silence]
14:00
Speaker 1
Err, there is no O. I told you this one. Trust me. I'm just going to do the same again. I will put in Hold on please. I can see what I'm key in. That's because I've got that uh option where it can actually give me one. I I can see what I'm getting in. It's does say incorrect password. I'm reading. No, nothing. No, nothing. No, no, not nothing. Nothing whatsoever. So, I mean I I I if if looking for the Wi-fi.
15:00
Speaker 2
it should be a number zero instead of a big O all right all right there's nothing that says forgot password change password or reset password.
15:00
Speaker 1
I think I forgot a password. That's all I'm getting. [silence] I was so confused I got a little fed up and I rang community Fibre. They gave me your phone number. Okay, and now it's blocked me out. Can you see the block on my phone? Okay. [silence] Uh, I'm just opening the Links app yeah there. I've opened that on my phone as I'm speaking to you. It says get a route to settings. Okay, it says we've finally unlocked for you. [silence] Oh, okay, so I'm going back in then. [silence] And I'll have a look again. Okay.
16:00
Speaker 2
alright, now, this time, can you open your Linksys app? Yes, open your Linksys smart Wi-Fi app. Tell me if your app is open. Okay. Okay.
16:00
Speaker 1
network add this network to your account and it's got the simple simple and I can eat I need to add yeah I've done this before uh-m uh just hold on please I've been through this before sure yeah yeah yeah yeah just hold on now I'm going into the app again I say there's no other option but it says add this network to your account and there's a colon mark if so first thing it says we found a new network add this network to your account it doesn't give me the option to come out it just says add the add to a count.
17:00
Speaker 2
There's no need to add. there's no need to add... No, don't add, but log out. You need to log out. Click on "Don't add." Yes, I completely understand, but we still need to go through some certain steps.
17:00
Speaker 1
[silence] [silence] [silence] There's no [silence] [silence] When I say add to this account, add this to account then in the middle of the screen is just the Wi-Fi picture, yeah? Five bars, four bars or whatever. I've just clicked in and it says access logged too many failed attempts to login. You say it rest password. Okay. Let's go five digits enter recovery key. Even that I know by heart. Okay. I've done that. The account will remain locked until Bellarmine verifies that the root password has been changed. Continue or never mind.
18:00
Speaker 2
All right. When you click on it, what will be given next? Yes. All right. Now, does it give you an option to reset the password? Can you click on that one? All right. Put it in there. Yes, continue.
18:00
Speaker 1
okay, continue new password Okay yeah yeah, yeah one two three okay exclamation mark the no A symbol yeah? just the exclamation mark Yeah Okay and then it says password hint optional yep so I can do a submit yeah okay
19:00
Speaker 2
Now after after you continue, we're just going going to make a dummy password. You're going to put in the capital letter Q like queen. Small letters WERTY. So it spells QWERTY. Now the numbers one two three and an exclamation mark. Yes. Just the exclamation mark. The hint is optional, so you don't need to put it if you don't want to. Yeah. submit.
19:00
Speaker 1
It says enter your root password, we ask this for security purposes. If, yes so it's going to the next page where it says enter your password. Which password? No. on the laptop, yeah. We, yeah. Reload, I just reloaded. it say router password.
20:00
Speaker 2
After you submit, where did it took you also? All right, so it looped back to that specific page, correct? All right, so right now, don't do anything else. Go back to the Linksys page to your laptop. Yes. Can you refresh that page? Once you refresh that page, tell me if it's asking for the root or password again. All right, Now, the one you typed in and asked us to is "1q2w3e. and the password we just created. It did accept the password you created. The exclamation mark on your keyboard is just holding shift and the number one.
20:00
Speaker 1
Uh. X. Three, X. M. K? We're getting somewhere. I think, Hold on. Uh. Wifi name is community fiber. Whats the wifi password? Uh. And then it says next. Do I go for next? Ok. Turn on a guest network to create a separate wifi network and maintain privacy. I can just go next. I can skip this. I can skip that. Yeah. Ok. Are you able to catch it? Yeah? Let me see. Ok.
22:00
Speaker 2
the message all right all right all right yes click Next you can skip yes you can skip that one yes[ silence ]
22:00
Speaker 1
[DOWNWEIGHT] Saving changes your router's Wi-Fi will briefly turn off and turn on again if you lose connection, reconnect to your router's Wi-Fi to finish up. I'm just leaving it is there some I think we might have got somewhere now because it was just horrible. We just need something is a slow slow laptop. Incidentally, okay, selfати fiber easy, whatever is ready? My five password is exactly what I had said it was. And then it says, done, done. Do I take that? I'll keep that in.
23:00
Speaker 2
Yes, let's continue. All right. All right. Yes. Mm-hmm. Yes.
23:00
Speaker 1
taken to a picture of internet online my network okay, that is correct. that's that's correct. let me go back menu, yeah? Yeah. First one. Yeah, okay. Click that. Yeah, okay. Yeah, sorry, once I'm in there, what do I need to switch off? Uh, it didn't say that anywhere. [silence]
24:00
Speaker 2
Perfect. So you're now in your Linksys router's dashboard. You mentioned you want to create a 2.4 gigahertz connection, right? All you have to do is just click on menu at the very top. Once you're in menu, you have to click Incredible Wi-Fi. Yes. Once you're in Incredible Wi-Fi, you need to turn off quick setup. You need to switch off quick setup. If quick setup is not there,
24:00
Speaker 1
No. uh, we're we're Wi-Fi password, security mode, W P A2 personal. Yes, I can see that quick setup yet, okay, okay, okay. Okay, at the moment, the Wi-Fi name is not exactly same. How do I do?
25:00
Speaker 2
You can, you should be able to see the 2.4 and 5 gigahertz, right? All right. So, there's a big word at the top of the wifi name called quick setup. Can you see it? You need to turn that one off. Once that's off, it now gives you your 2.4 and 5 gigahertz band. From from this point, if you want to separate them, you need to change either their wifi names or their, uh they should be different wifi names from one another. Yes. So you need to change them and personalize them to be different from one another.
25:00
Speaker 1
Click on where it say wide okay so wide fied the first one I can see dash 2.4 yes something something like that I'm sorry I'm taking up your time but I'm just new to this okay okay 2.4 what would you call it G H and Z so okay thank you and then save yes okay then that and the other one I need to just do the same profile and so yeah [silence]
26:00
Speaker 2
You just need to click that you just need to click that pencil beside their names to change them. [silence] Yes. [silence] Now where is there? That's completely understandable. [silence] Yes, you can just put 2.4 GHz. [silence] Yes, you just need to click Save once you're done. Yes. Yes.
26:00
Speaker 1
Done. Fantastic. You're brilliant, thank you. So I just said same, same. Yep. Yep. Okay. See, see. Okay. Ticket, number, okay. That number is? Yep. Yep. Yep. Okay. Sorry. 7638, yep. So
27:00
Speaker 2
All right. So is there? Yes. You just need to click Save for all the changes you've created. [silence] Once that's done, they should show up as your new Wi-Fi name, a 2.4 or a 5 gigahertz. So before anything else, do you have a pen and paper that you can write down your ticket number, which serves as your reference? [silence] All right. Your ticket number is L like Lima, T like Tango, S like Sierra, 00137638. Yes. 7638.
27:00
Speaker 1
7, 5, 6, 3, 8. Okay. is ticket number. Pass code I know. You know when he talks about password, which password? It's always this custom password or is it my own personal password for the account? Okay. Yeah. Okay. Wonderful. Thank you very much. I'll just so he's giving he's saying to me you're updating Wi-Fi settings and I can just say yes, yeah? To update those two, okay? Please just stay for this one more minute. Once it's finished, I'll be happy. Sorry to have bothered you, but thank you very much for your speech.
28:00
Speaker 2
to be [*cough*] into this page you need to use the one we created to connect to your Wi-Fi it's the one that it always was yeah all right no worries there
28:00
Speaker 1
My router and all that stuff again. OK. OK. Sorry, still doing something. I don't know if it takes that long or not. OK, I will, I will only do it, I don't want to lose your connection with yourself. Yeah, the only thing is, the laptop is doing something. So I don't know. I can do it on my phone as well. OK, I will try and do it on the I don't want to do it on the phone. Sorry, I don't know. That was a bit harder than expected. Nevermind. My computer is a bit slow. OK, but what's the
30:00
Speaker 2
you need to search my router dot in and it info to log in You need to check your Wi Fi if your to point out for out and five gigahertz are now showing up Check your laptop to see if the 2. out for and five gigahertz are now showing up as a new Wi-Fi to connect to you don't need to look at your screen right now. You don't need to be bothered by it. You don't need to be concerned of it. Just go and check if your Wi-Fi is showing up at 2.4. Yes, you can.
30:00
Speaker 1
you know we're on the phone. we went to enter your router password. we did the query thing. we didn't finish it yet saying add to account. do I do that? hit that return. Okay. Okay. So I can come out to that. Yeah. Okay. Just go in there. I can see 2.5 and I can see 5 as well. thank you. I can see both of them. So all when we did when I try to add to that
31:00
Speaker 2
No, you're no longer gonna use your app. Your app is not working for this model. So there's no longer a need for the app. Just go to your Wi-Fi. Just go to your Wi-Fi settings in your phone instead. And you see a 2.4 gigahertz connection right now. perfect. So that means your changes that you created has been applied successfully. They are now working. [silence]
31:00
Speaker 1
It says those changes. It's come up saying router not found. You are no looking you are you are looking you are You are you are You are Here. Okay. You keep. If you want, I can try again. I can finish off by saying forget it? Yes? On the on the laptop. Brilliant. Oh, you're so good. Thank you very much. Many thanks for that. Have a good day. Have a good Day. Thank you very. Thank you. Thank you. Yes.
32:00
Speaker 2
Once again, you no longer need to be concerned of it if you're referring to the up, it's no longer usable. Yes, just close your app. You don't need it anymore for this now. All right. Thank you so much for calling. Take care and have a great day as well. Bye bye for now. All right. You may now end the call as well.
32:00