Speaker 1
Welcome to working. Yes, our link this router is lit up, but we cannot get internet the white the all the color. Um.
00:00
Speaker 2
welcome to linkses support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling links. This is Elle. How can I help? What's the color of the LED light of your linkses router? Um, the color of the LED light. What's the color? Yes.
00:00
Speaker 1
It doesn't have a color. Okay, hold on one second. What does the serial number start with? Oh, okay. So 14, well, it says F/N then 14X, 1060B as in boy.
01:00
Speaker 2
Can I have the serial number? Let me double check. Well, usually it starts with a number followed by letters, so it's composed of letters and numbers up to 14 characters.
01:00
Speaker 1
61-22-18. Correct. Arveg and Walker. Arveg, A-R-V-I-G. Arveg. Yes. It seems to be we might be down to like a password, because what happened is there was a,
02:00
Speaker 2
OK, thank you so much. Let me repeat the serial number just to make sure that is 14X4Xray1060Studio Bravo 612218. OK, let me just double check that one here. And who is your Internet service provider? Sorry, who is telling? Okay. And you have already contacted them?
02:00
Speaker 1
during the storm and we lost power. And then we lost the internet and when we have been logging in with this sammy bought Extension but it would no longer work, so then we're trying (um:) with the internet help people to log into the (ah:) Linksys internet and the passwords not working for that. So we don't know if we need to reset or we don't know what's going on. Yes. Um it says that we have home internet. Sam So.
03:00
Speaker 2
Okay, let's double check that one, but you've mentioned that you tried to connect to, um, an extension right? Um have you tried to connect to the regular Wi-Fi only without the extension and what's the error message when you tried to connect?
03:00
Speaker 1
[internet noise] yeah uh j e is in edward a is in apple n is in nancy n is in nancy i is in iglu e is in edward w 1934 at gmail.com.
04:00
Speaker 2
[KEEP_UNCERTAIN] Mm, okay. Let me just double check something here. But let me create a case ticket for record purposes as well. Can I have an email address? Thank you. And first name and last name of the account holder.
04:00
Speaker 1
Mhm. Okay. Thank you. [silence]
05:00
Speaker 2
Okay and this is the best callback number in case the call get disconnected right okay thank you so much let me just double check something here and um is it fine if I place you in hold for like two to three minutes? I'll just like to verify something here okay I'll be back thank you. You're welcome. Hello Hi. Thank you so much for patiently waiting on the line. So, um, yeah, for this one, what we can actually do for the EA6100 that you have since, um, What's the color LED light at the top? Is it solid green?
05:00
Speaker 1
I don't see a light. No. Is this a uh, I don't, is this um, is this a modem or a router? I don't know the difference. A router. Okay. Yes, I, yes. Yes. Those lights are all green. Except for Oh, go ahead.
10:00
Speaker 2
You don't see a light. Up the top? Okay. Do you see any [silence] yeah, sorry. Uh [silence] this one is a mo this is actually a standalone router. Do you have a modem? Hm yeah, do you have a modem from your Internet service provider? Okay. All green, all right. So, as for this one, what uh yeah, sorry, except for what light. Uh [silence] sorry, what lights or? [silence] No. Uh red. Red and blue. Okay. Okay, [silence] now let's turn that off. Um let's go ahead and turn your modem off also. Oh hop power off and then on? No, I'll guide you [silence] instead [silence] of going to that device, why don't you unplug the device, unplug it [silence] plug it back in. Unplug your router, okay? Unplug your router, okay. [silence] Okay, feel free to plug in your modem back. [silence] Okay one side. Turn it on, no. Plug it back in there if it's one time. Okay now hold up and all green, all right. [silence] Uh so I see a couple of lights here. [silence] Okay. Uh behind the router or? Router. [silence] Wow, [silence] okay [silence] no, okay behind the router, not like. [silence] No, that's something else. Wow, okay. Hm why [silence] blue or? Yes, usually green and blue are okay. Okay, usually green and blue are okay. Uh as long as they're nice and steady and not blinking.
10:00
Speaker 2
LED indicator is blinking. What?
11:00
Speaker 1
a calix 100 05463 and then space 1 1. I think you yeah the other net's not on now. why isn't that on? I don't know that was on before. well, yes it
12:00
Speaker 2
Do you have the model number of your modem? Can you double check if you can see one? Let me- so I can check for reference. Okay, thank you so much. Let me just double check if I can pull up something about the modem, okay, for a while. You're welcome.
12:00
Speaker 1
Correct. But no ethernet or phone light. Broadband light is on. Broadband service and power are all on green. Port? What do you mean, port? Yes, a yellow port. Yes.
13:00
Speaker 2
You have power, broadband, service, ethernet and phone right? For the indicator. But for the broadcaster and service, how many ports you have available for this one, just one port? Underneath this one like the yellow port. Okay. And for the
13:00
Speaker 1
No, there is no... Turn it up. Right there. Uh, One blinking. Well, where it goes, where the yellow cord goes in, there's a yellow light that says internet. And then there's And then there's a blinking light by the reset button. Okay.
14:00
Speaker 1
There, there's a, there's a wireless network linksay, 12218 and a wireless pass word underneath it. There's... our phone. Are phone? on my phone, yes? [silence]
15:00
Speaker 2
uhm as for this one you don't have any default WiFi name on the speaker right you can only seeerial number and then Mac address [silence] okay so uh what device do you have available right now that we can use like phone computer phones okay can you still see fingers 1, 2, 2, 1, 8? yes okay so we will try to reset and then set it up again okay I need you to grab a push pin or a paper clip or if you can press the reset button with your finger that's fine um press and hold the reset button
15:00
Speaker 1
okay. One moment please. Okay. 30 seconds, you said? Okay. 30 seconds. Hold that button for 30 seconds. Where's your what? It's on your clock. My clock yeah. Hmm. No. Never mind. Okay. I got it. Okay. Here we are. Is that the button you want to push? What's the reset button is is it? What's the one on the back? The blue one on the back? Hmm? No. Okay. I hear you. I hear you. I'm gonna be. I'm gonna be an old first timer.
16:00
Speaker 2
Okay sir, I'll be you in 30 seconds. Yes that's the wps button sir. So it's the red button.
16:00
Speaker 1
Got it. Shit, that's minutes. [silence] Doesn't have to be exactly 30 seconds. Oh, great. Can I start over?
17:00
Speaker 2
Yeah. Yeah you can actually start over, but give it like two minutes before you try to press the reset button again.
17:00
Speaker 1
[silence] Has it been 2 minutes? [silence] Has it been 2 minutes? [silence] Okay, I'm glad you're keeping time.
18:00
Speaker 2
We have still 50 seconds left, sir. I'll let you know if it's two minutes already. [silence] So just in time so you can press again the reset button.
18:00
Speaker 1
15 seconds. 25 seconds. 30. All right. Now what?
20:00
Speaker 2
K. Let's give it like another 3 minutes before we start with the setup. because the router will try to recover for 3 minutes and then check if you can still see the WiFi name which is the Linksys 1218. Do you still see dealing shares one two two one eight. Try to turn off your Wi-Fi and try to reload the page. [silence]. Exactly. No, we don't have full funding right now. Right.
20:00
Speaker 1
Oh, it's been... It's been on. Oh, here, it just came up. And it says, no internet connection underneath it. Now... Now, it has two... it has two link S networks. One is link S 12218, one is link S 12218 5G HZ. Okay. Well, there's a check next to it. There is a check next to it.
22:00
Speaker 2
Wi-Fi, leave it off for at least 15 seconds and then turn it back on. All right. Okay. I'm just, I'm just OK. All right, I want you to connect—even if there is no internet. OK, that's fine. So you have two networks, just connect the regular one, which is the 12218. Sorry? I'm not sure. [silence] No, I can't see. Okay. All right. Second try. All right. So we're just gonna go ahead and try something new. By the way, apologies. I'm not in my regular location.
22:00
Speaker 1
Mark a check. Mhm. Okay, it's open. 192. Did you say dot or dash? Dot one. Okay, period one six eight. That one. That one. Okay, and then hit send. Okay,
23:00
Speaker 2
Okay, and then open a browser Do you have Chrome? All right, let me know once you've opened Chrome All right, and then on the address bar where you usually type website, I need you to type there 192.168.1.1 All right. And? Yes What do you have on the page?
23:00
Speaker 1
Linksys, smart- Wi-Fi Setup. Okay I'm waiting. Yeah, yeah, it's it's circling. It's circling and saying please wait.
24:00
Speaker 2
okay, I need you to proceed. I need you to agree to the terms and conditions. Okay. Did you click next after you select the okay? Okay.
24:00
Speaker 1
okay, it says, restart your modem, follow these steps, [silence] yeah, it says, follow these steps: disconnect the power cord from your modem. [silence] Wait two minutes, reconnect. Click Next. [silence] Okay, [silence] count. Okay, so the Linksys, one. Unplug the Linksys one.
25:00
Speaker 2
So, it asks you to restart your modem. okay, let's do that one. I need you to turn off the modem and then set a timer for two minutes before we plug it back in.
25:00
Speaker 1
Oh. Disconnect that one. Turn it off or pull the plug? I think just unplug. I don't see a off button. Okay. Okay. Okay. It says two minutes.
26:00
Speaker 2
not the link, says, the one that is from the internet service provider yes, turn that one off do you have an option to turn it off or just unplug it? just unplug. okay, just unplug that one. and then let's set a timer for three minutes. if you need to do something else while we're waiting, you can take your time, okay? okay. and then by the way, um, as for the device piece. The EA-6100 is actually already out of warranty. So, um, if, in case the device is defective, we cannot process any replacement, okay? All right. [silence]
26:00
Speaker 1
I do, but it's old.
28:00
Speaker 2
Do you have a computer by any chance? Okay, can, that's fine. But.
28:00
Speaker 1
What does that mean? Yeah, it's connected by a cable. All right, so that was two minutes. So go to that. Okay, and hit next. Oh, shoot. I just hit it. Oh, no. Oh, no.
29:00
Speaker 2
can that computer be connected hardwired like if we can connect a cable directly to the router or to the modem do you have that option to connect the cable? Okay. Yeah, you can actually plug it back in now. Uh- not yet. Um- Make. Okay, that's fine. But we have to make sure first that the broadband and the service is up. Or it's lit up. That's fine.
29:00
Speaker 1
can I go back? it says your internet connection cannot be verified. okay now all the lights are lit up including the Ethernet one now well that one's flashing. oh now it's solid. now it's solid.
30:00
Speaker 2
It will reload for the meantime, but if it doesn't detect yet any internet connection, it will ask you again. Okay. Okay.
30:00
Speaker 1
Or what now, when you went what, you mean and plug it well, no cuz I went in cuz that brought me to this where I'm at now, the setup.
31:00
Speaker 2
So we have how many Lights lit up on the modem? Four okay so try again on the linksys router try again the 192.168.1.1 try again the 192 Yes refresh the 192 No um go to your phone and then on the browser you still have the 192.168.1.1 Right Okay can you read to me back what you can see on the setup page [silence]
31:00
Speaker 1
It says your internet connection cannot be verified. We can't determine if you're connected to the Internet. Try the following. Disconnect the power cord from your DSL modem. If you have a cable/TV modem, disconnect the power and TV cable from the back of the modem, wait two minutes, reconnect the power and modem, and wait two more minutes. [silence] Yes, yes. Getting update information for your router. [silence] Okay, it says updates for your router. Keep current with the latest performance and security updates for your router. Install router updates automatically overnight when they are available. And then I can say next.
32:00
Speaker 2
Chae? Do you have an option to click Next or No? Okay, let's try to click Next. Okay
32:00
Speaker 1
Okay, now it says, personalize your network. You can change your network name and our password now or later. So it's got the link say network name, and the 5G one and then a password. Yes. Yeah. So, so blank, blank out the links, say one to 218 and put my own name in there.
33:00
Speaker 2
Okay, select next. Okay, would you like to change the wifi name to your own wifi name? Okay, so just clear that one and then type your own wifi name and then you can, I think you have a box for the 5 gigahertz network name where it says make network names the same, right? You can just select that one. Okay, yes. Also the network password.
33:00
Speaker 1
Yep. Okay, did that.
34:00
Speaker 2
you can create your own wi-fi password. Take a screen shot before you hit next, okay?
34:00
Speaker 1
Okay, it says reconnect to your network because you changed the wireless network name or password setup requires you to reconnect to the network name shown below. Use the wireless menu. Oh, go ahead.
35:00
Speaker 2
Where you at now on the page? okay. go to your yes. yes. sorry, sorry. um go to your Wi-Fi settings and then check if you
35:00
Speaker 1
yep, yeah, it says weak security under it. What does that mean, yeah? Okay. So it connected. Okay. Now it says a router password allows access to the router settings. So now it says create a router password. [silence]
36:00
Speaker 2
but that's fine as long as you're able to connect. Um, just go yeah, go back to the page where we had the setup. Okay. Okay, that router password that is used when you log into the web interface, That is different with the Wi-Fi name, okay? Uh, sorry, Wi-Fi password. So create any password you prefer and then I want you to write it on a piece of paper as well for reference or take a screenshot. At least um, 10 characters, one capital letter, a number, small letters, and a special character. Um, do not add double letters or double numbers in order. [silence]
37:00
Speaker 1
OK. Next. It says your router is set up. Your router has been successfully set up. Below are the router settings. Write them in the space provided on the Quick Start Guide. So, I should screenshot that. Okay. Okay, now what? Yeah, next. And
38:00
Speaker 2
click next yes [silence] yeah you can take a screenshot of that one as well [silence] what's your option do you have an option to create uh to click next [silence] okay select next [silence]
38:00
Speaker 1
K, it says, create your link say smarty Wi-Fi account. I can say no thing, yeah? Install the app. It says, "Linkssmarty Wi-Fi does not support your browser. Install the Linkssmarty Wi-Fi app for ISO to continue...'' I always continue. your window.
39:00
Speaker 2
okay yes select no thanks and then next okay so I guess you're already done with the setup can you open in a new tab on the browser that you're using or new window
39:00
Speaker 1
Yeah. Yeah, it's work. Okay. I looked it up on my iPad.
40:00
Speaker 2
Okay. You have internet connection. You can also try to check other device. Let's make sure that other device can connect to the new WiFi name and then can get the internet as well.
40:00
Speaker 1
But being okay? OK, did you say I only use this one to get to the internet it's to the TV.
42:00
Speaker 2
Okay. You can also try other device while you're waiting.
42:00
Speaker 1
Big wand. well. How do I get to the network settings one page on the TV? so we couldn't do it on the TV. Because it won't do nothing. You got to go to the big one. Oh. Well, it's still spinning on the IPad. I don't know why it's not working. What do you mean power circle? What does that mean? Turn it off and turn it back on. Is this what you want? Yeah. Yeah. Yeah. House. House. That's our new one.
43:00
Speaker 2
for the Wi-Fi name. [silence] try to, [silence] try to power cycle your iPad. [silence] like, um, you can actually restart it, or turn it off, and then turn it back on, yeah.
43:00
Speaker 1
The new network? Yeah. So, I made the password I need the password already. Okay. So, Oh my gosh. That'll work? That'll work? Come on. It connected successfully, the TV. Okay. Yes, it's working. Oh. God bless you. It's still spinning. I don't know. I'll work on it. I'm sure it'll, I'm sure it'll work. Okay. All right.
44:00
Speaker 2
But as of now, do you need anything else? Okay.
46:00
Speaker 1
try that password again. Where's the number? Where's the number sign? No internet. Why did it come up to wide bank? Oh, wait, there it is. It is? Okay. All right. We're good to go. All right. Oh, you've done a great job. Thank you for your patience. All right. You as well. Thank you. Bye-bye.
47:00
Speaker 2
All right. So yeah, if anything else, just give us a call. Okay? You've done a great job in setting up the uh, the router. You're welcome. You both have a great day now, okay? Take care. Thank you. Bye bye.
48:00