Speaker 2
Welcome to Lynxess support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Gerald.
00:00
Speaker 1
[silence] Hi. [silence] I'm having a problem with my Roku device and they're telling my internet services telling me I need to contact you guys [silence] about requiring [silence] about what my password is. [silence] Yes, password. Yes. [silence] It's this router. [silence] Well, there's a [silence] there's a phone and a computer connected to it.
01:00
Speaker 2
Not الخد some. You don't have problem with the internet just a password? Is there a device that's still connected to Wi-Fi? Sorry, like phone, computer or laptop, iPad. Okay.
01:00
Speaker 1
Yes. Yes, 85400. Okay, until you get my password, you're saying I'll be charging me $54 or $15? [silence] You mean on the computer? Well, the router, I had the connection. It was to the TV in another room for the Roku. Okay, hold on a second. Yeah, turn it on.
02:00
Speaker 2
here so we'll have to walk you through how to do it on your end or how to get to the settings or rather and get the password yet all the devices are that's still connected to the Wi-Fi that's the reason why I'm asking if there's connected devices the Wi-Fi right well again there's a device that's still connected to the Wi-Fi like you said phone and computer that's enough we can get the password from that from those devices um but yeah and now so let me ask you again so if I'm going to assist you with this you'll be charged $15 so you okay with that I need a confirmation
03:00
Speaker 1
that's fine. The phone we'll use as a landline. No, I don't have a smartphone. Windows. Cable. That's why I got the router. [silence]
04:00
Speaker 2
okay let me open my tools is your phone iPhone or Android I thought it was a smart phone is your laptop a Windows or a Mac connected wireless or wired I mean connected by Wi-Fi or by cable so I'm assuming it sounds like a desktop is that a desktop Right. Is that a Desktop or a laptop? Oh. Okay. So, here's what's gonna happen. Before I charge you, I want to make sure that you understand what you're going to pay. So, I thought that the phone you mean is the smartphone, so it's not. So, we can get I mean, we can log into your computer and get the router password or Wi-Fi password. However, if you forgot the router password, we cannot log into it without the router password. What we need is the router password to get the Wi-Fi password. If if that's so, then the only option we have here is to reset the router. But all the devices that are connected to it will lose the connection. You'll have to manually connect them back once we set up the router. We'll have to do reset and reset.
04:00
Speaker 1
Okay. When I, I set up the Roku, uh, you know, to, to connect to it, did I actually use my router password? Or, yeah, do I use my router password to set it up? Well, I guess, uh, I'll have to reset it, I guess. Oh, yeah. I, I have to if I'm gonna get my Roku to work.
06:00
Speaker 2
Oh, that's what's going to happen in case you forgot to write a password. That's the Wi-Fi password. So you need a Wi-Fi password to connect your devices to the internet. You need the Wi-Fi password. But to log into the system settings of your router, we need a router password, which is two different passwords. You mean reset and reconfigure it, you configure the router, you okay with that? I mean just in case you forgot about the password. All right. Let me waiter. I'm running the. child problem. right. Okay, it's not loading out. Not sure what was happening but let me try to reload again. [silence] [silence] Alright, thank you so much for patiently waiting on the line so. I'm gonna need to ask for your card information. Is that okay? Thank you.
06:00
Speaker 1
42, we agree. 4-8-8-4-18-22-58-2-5-9-7-0-6-2-9-0.
12:00
Speaker 2
No no I'm gonna pause the recording because we do not store your card information to protect your card details. Okay. I'm gonna pause the recording now. sorry one more time card number. security code. Okay. Okay.
12:00
Speaker 1
okay six nine zero okay
13:00
Speaker 2
0? uh okay all right okay. i'm charging you $15 now i'm also going to resume the recording, okay? I'm doing now. [silence]
13:00
Speaker 1
[silence] All right. that how you can do that. You got my Microsoft Edge. Okay. [silence]
14:00
Speaker 2
Alright. Let's go to computer and open a browser. Google Chrome. Oh, wait. What browser do you have there? Yeah, we can use that. Yeah. Microsoft Edge is okay. All right. So, I'm going to give you a slight little. hold on. This guy. wait. Oh.
14:00
Speaker 1
my browser dot URL okay you gotta go here I okay it says you're not connected
15:00
Speaker 2
Let's not use that IP address. Go to my router.local, my router.my-technologies.com, L-O-C-A-L. Enter. [silence]
15:00
Speaker 1
Wait a minute. Okay, I'm back to where I could enter something. What do you want me to put in? Anything? No. No, it's not, no. Not what I was expecting.
16:00
Speaker 2
Facebook or whatever page you want that open. This is a test if the internet is working. Just anything. For now. Any random website. Just yeah, see if the internet is working. Internet not working? Silence.
16:00
Speaker 1
You try it, turn me off there. It should be working. Done. Your desktop connects directly to the. No. No switch. Oh. [silence]
17:00
Speaker 2
okay, how about why it so your your desktop that's connected directly to the Linksys router, right? [silence] directly connected, no wall, no switch in between, correct? [silence] Okay. [silence] Turn off the modem and the router. 40 seconds and plug them back in to power. Yeah, 40 seconds and plug them back in to power. [silence]
17:00
Speaker 1
It looks like it's dead. Are you there? Hello? Yes, absolutely.
19:00
Speaker 2
Yeah, I'm still here. I'm here.
19:00
Speaker 1
I'll turn it back on. Are you talking about the modem or the link? I don't see any light. (silence) Yeah, it just went offline. (silence) Muito obrigado.
20:00
Speaker 2
The router now turned off and the modem is off, right? What are the lights on your Linksys router at the back? There are lights. What is it right now? Beep. So what's the light at the back? [silence] (8 sec) Wait, no, no light at all because if that's the case it might not be turned on so maybe that's a problem.
20:00
Speaker 1
should I push the reset button or a blue button that says WPS? where would the light be? I just oh, I just see where the the the three things are put the three things are pushed in. Oh, yeah. Is the Lindsay should be lit up, right? the words Lindsay? yeah. it's not yeah. yeah. I don't see any lights.
21:00
Speaker 2
even if you push that, it will not work, since it's not turning on. We need it to be on first. At the back, there should be light at the back. right, I know, not the word link, at the back of that, there are ports, those are Ethernet ports. There should be a green and orange light.
21:00
Speaker 1
what I did was I turned the, the turn the the switch off and turn it back on.
22:00
Speaker 2
Okay. Okay. Okay. So, this the power switch of that router, is that on right now or off? Izat on number one or zero?
22:00
Speaker 1
where the cords are plugged in it's red so it shows it's on right [silence] build [silence]
23:00
Speaker 2
Are we talking about modem or the lynx's router? Who's your internet provider? Sorry, what's the name again? Okay.
23:00
Speaker 1
It won't work. I think they turned it off. That would mean that mine has a problem too. They're already monitoring us. They're just showing On my computer screen down at the bottom, there's a red X and then I click on it. It won't Even coming up now. Let's say it was some kind of error. Okay. It says no connection's On available. So it says. The open network and sharing centre. That's it. So they shut it off because... No, we will not make the run of this in proceedings on the trial. Option one. How was it run? [silence] Well, my see is that a change of direction rather than
24:00
Speaker 2
No, the X mark you see at the bottom, the lower bottom of the computer screen, that tells you that the computer is not connected to anything. Because... no, it will not make it will not make sense. Because the problem is probably the cable or the router is really not on. We need the router to be turned on. Can you try to plug in that router to a different power source? Is there any light lit up right now? Can you? Right.
25:00
Speaker 2
So, can you check the the power switch of. That router is it on number one or zero? So it's on number one right may buy. Okay.
28:00
Speaker 1
There's no light, so I'm I see why if I turned off now. Still not there. Um. It has some numbers. I'm looking like.
29:00
Speaker 2
Thank you. And what's the light of your modem? What's a light of the modem? So what's the model number of your modem? Your internet provider modem. Alright. Do you see the model number of your modem? The internet provider's device?
29:00
Speaker 1
The model number. Is that what you're looking for. SR501. [silence] No lights at all. Is there a switch?
30:00
Speaker 2
Yeah, tomorrow. Thanks. You're saying that there's no light on the modem as well?
30:00
Speaker 1
yeah the modem they were all lit up before this is a brand new one here head internet DSL LAN power they were all on before [silence] [silence] [silence]
31:00
Speaker 2
The internet provider device right there. We're talking about the same thing, right? Right. what what was the light of that modem before? okay? So your your link support router nope no one your internet provider device also is also not on we need to start with the modem and I'm not expert with that modem because we're not trained with modems we're trained with links support routers hold on let me.
31:00
Speaker 1
Here's a bunch of new chords if that means anything. Oh Lord, get in your acids. [silence]
32:00
Speaker 2
give me a minute or two, but I'm just going to check what we can do here.
32:00
Speaker 1
Hey sir? Sir, are you still there? Hello? [silence] So we've just got three phones left, right? Yes. Hello? Sir? Yeah.
35:00
Speaker 2
I'm sorry I'm just trying to um see what else we can do. I'm also trying to fix my tools right here. Sorry, did you ask me a question while I was doing that?
37:00
Speaker 1
I just wondered uh how long this is going going to take to try to fix this?
38:00
Speaker 2
What's your question? Uh, uh, now that that's what that's actually what I'm trying to figure out and how we can fix this problem, because if there is no light activity in at the back of the router, it's possible that this unit is defective, but I'm not too sure right now. We're going to figure out um, so let me confirm just just one more time. Your your computer is connected to the Ethernet port of your Linksys router, right? And your modem is also connected to the internet port of your Linksys router, correct. Okay. And no light at all. All right? It's not lit up. [silence] What about
38:00
Speaker 1
No, the none of 'em's lit up. Hold on a second. I'll have to follow the cord. Yellow. Yellow. yellow. Oh, almost yellow. It's connected to the Internet. I'll tell you if the computer, it's not just the Internet, or the power right, like, so what with
39:00
Speaker 2
okay so your computer is connected to the router which port which for port one two three or four okay uh so so from the computer is connected to the internet port of the router like like the one with with a yellow label on it
39:00
Speaker 1
Yes, the modem is connected to the yellow, yeah, the yellow line that you're talking about on the, on the router.
40:00
Speaker 2
Is that what you're saying? Okay, good. So, well then that's the correct physical connection. What about that computer? You said your database is a desktop, so that that is right now using a ethernet cable, right? Going to your Linksys router. Which port is that connected to the router? From your desktop. You you need to trace the cable connected to your desktop. Check the other end of that cable. It could be any color, but um, it could be gray. Just just trace the cable connected to the desktop Ethernet cable. I'm talking about Ethernet cable.
40:00
Speaker 1
there's two of them okay the one is hooked up to uh a power cord uh the other one is hooked up to the the back of the uh computer tower uh it's in one [silence]
41:00
Speaker 2
The back, which port? There are one, two, three and four, which port? Thank you. Okay, so we're going to try to reset the router. Let's see if that will work, but there should be a light.
41:00
Speaker 1
back is that the blue one or red one okay we need to plan on the leader I'll hit off four seconds
42:00
Speaker 2
Press the reset button of the router, hold it down, for 20 seconds. The reset button is located at the back of the router, the red one. You might need a pen or paper clip to push it down. 10 seconds.
42:00
Speaker 1
are you using Wi-Fi? Yes, through the router. Yeah. [silence] Um, does that have anything to do with the modem? [silence] I'll be.
43:00
Speaker 2
wired or wireless? does it use the wi-fi or the... it's also using ethernet cable. to connect to the internet. it was using wi-fi. okay. so we're going to check the the wi-fi if it's still broadcasting its wi-fi signal. but we need to wait two minutes... up to three. so that the router will fully boot up. yeah. probably uh right now no because the issue is no light in your linquis router. and without the light we don't know if it's working or not and we only have a limited device to use so we're going to use the television and the actually let's use the computer I forgot about that we'll we'll check the computer if that that detect the cable then we it might have a chance chance to fix the router but yeah hopefully All right, let's go to your computer. Okay. Do you still see the red ex mark? Or okay. Can we try right now, the computer you said it, it's connected to port 1. Can you
43:00
Speaker 1
[silence] Yeah, hold on. [silence] Is it connected? Is there light lit up? No like. No lie. Just don't like
46:00
Speaker 2
of the router, support number two. [silence] Is there a light lit up or still no light? [silence] No light? [silence] Okay, try port three. [silence] if I have to know what. [silence] Try to use the port four. [silence]
46:00
Speaker 1
a pipe force got the I just use I just put it in four let me see I don't know. Let me go back. We have to run one. No, no lights.
47:00
Speaker 2
Yes. What about the port 3. Okay. All right. Do you have an extra Ethernet cable that we can use? All right, I, thank you. I'll be right back. Be right back.
47:00
Speaker 1
mom. I tried to call you earlier. I thought I didn't hear. yeah. Something's wrong with the TV. Anyway, I'm on the phone with this guy and he's trying to help me. and I don't know how long it's going to take. But anyway, I just want to let you know what's what's going on right now. Okay? which TV is it? The one in the spare bedroom. This mic, the doctor earlier, and went and got a prescription. Two. So we'll talk later, okay? Oh, you don't answer your cell phone? Mom, I'm busy in here on the computer. So no, I hadn't answered my cell phone. So, I'll talk to you later, okay? love you. fine. Uh-huh. Okay. I understand what you mean. That's what it was, I think. [silence]
49:00
Speaker 2
Speaker A: Thanks so much for rationally waiting on the line. So let's try this um troubleshooting. Hopefully, this will work. But yeah, take out the cable connected to your desktop and plug it into port two of the, um, the router. Let's try that for now. So there's a cable connected to your desktop, right? Take it out and plug it into the router. Port two. Right now, I I think your the other end of that cable is connected to port number three, correct?
50:00
Speaker 1
yes. [ silence ] so I'm Coated cable. A cable that has cable is in that there's plugging in. one of it is plugged into the wall and the other ones plugged into a electrical whatever they're called okay there's two cables running from the computer and one's going to the wall [ and ] the other one is plugged into electrical outlet going Major one.
51:00
Speaker 2
unplug the cable connected to the desktop and plug it into port two all right let's try that Oh wait one more time, repeat that
51:00
Speaker 1
Let me see. You, the gray one is, yeah. The gray one is owed plugged into the, you know, the big tower for the computer. And I don't see any other wars coming out of the computer. Yeah, without oh you're the modem and the router,
52:00
Speaker 2
Oh then one second because I asked I asked you a while ago if that is directly connected to the router. So I was thinking that it is. So you you mean to say there is a wall patch in between the router and the computer. Is that correct?
52:00
Speaker 1
well, well, there's a, the computer is hooked up and plugged in to do two different devices. [silence] the computer is not set up. The computer is not set up to the router at all. The modem is.
53:00
Speaker 2
including the [silence] modem, [silence] but but yeah, [silence] so you're saying [silence] that there is [silence] a wall patch in between the computer and the [silence] the router, correct? [silence] I understand that but [silence] but I'm just trying to confirm: Is the computer connected to the wall patch and the wall patch is connected to the router? Is that how the setup is? [silence] Can you confirm? [silence] So where [silence]
53:00
Speaker 1
You're saying that the computer is not detecting the wireless, but also to the computer. I'm going to check all these wires here. Oh, okay. Now that one. That's connected. So one of them is hooked up to the... [silence]
54:00
Speaker 2
Okay, so you're saying that the computer is not connected at all to your linkSist router. Where's the internet source of that computer? Thank you. [silence]
54:00
Speaker 1
The computer tower. Tower. Okay. What do you mean it's down? Well, it's a big oblong box. Uh, we've had it for years, and it belongs with the computer. I think it's a ... It's a Dell. It works. It's lit up. [silence] Is and I'll compute our power. I'll spin off.
55:00
Speaker 2
What do you mean by computer tower? Or did you say power or tower? Okay. What do you mean by that? [[silence] What do you mean by computer tower? [silence] So, that computer tower is connected to where?
55:00
Speaker 1
uhuh... it's connected to, let me see. Well it's connected to a lot of things. So it's connected to electrical cord. There's like uhuhuh. About 20 to 30 cords. Five or six cords hook to that uh tower. [silence] Uh but where is the ethernet cord about connected to? More older phones, but there should be they see right towards that tower. I think you already thought of CPU but me huh, there's no ethernet cable to that connection too. Yeah.
56:00
Speaker 2
Okay, but where is the ethernet cord of that connected to? The one that looks like a phone jack. There should be, there is ethernet port of that, tower. I think you're referring to a CPU. Uh, but, but yeah, so where's the ethernet cable of that connected to? The iPad, or?
56:00
Speaker 1
All right, there's two jacks here. One is hooked in to the electrical cord outlet. The other one is connected to the modem. Yes, it's connected to the, yes, it's not connected to the router. It's connected to the wall. Yeah, it's connected to the wall. So it's not supposed to be? [silence]
57:00
Speaker 2
the end of that cable. Yeah. Wait, not the router the modem you say. Okay. Hold on I'm trying to understand here I cannot see your end so I'm trying to
57:00
Speaker 1
No, it's, you know, it's connected to the the router. Okay, the one, the two, the yellow and the black is connected to the router. The gray one is connected to the wall. You wanna just have Rick come fix it?
58:00
Speaker 2
Wait. So the the the computer tower, I'm assuming that's a CPU. Um, so that there's an ethernet cable of that connected to the modem you're saying? Not the router? Correct? To the wall? uh, no. Oh, okay. Router or modem?
58:00
Speaker 1
The computer tower has several connections. The one router, or the one on the, the big, the big tower I'm talking about is connected to the router. Only one, one of them.
59:00
Speaker 2
let me verify again. So, there are three cable you're saying connected to your computer tower, correct? No, but I'm specific, I'm talking about the the ethernet cable.
59:00
Speaker 1
Yes, what is connected to the auto okay the there's two of them connected to the modem and one's connected to the wall the yellow one is connected to the wall or I'm sorry the yellow one is connected to the router and that's the ETH and right now it's in the one that says internet the black one
60:00
Speaker 2
So you confirm, that it's connected to the router? Is that correct? So what is connected to the modem?
60:00
Speaker 1
the wand Oh wait a minute. The black one is plugged into a plug outlet. And the gray one is plugged into a wall. I don't know, it's got clips on the end of it and it's it's plugged into the wall and it's into the modem.
61:00
Speaker 2
When you say gray cable, is that the power cable connected to the wall? is there recent changes that you have made with those cable
61:00
Speaker 1
A guy from Smithville asked us if we had different box. So we switch boxes. The modem. Yeah, the modem. It says smart/G-R-G. Smart/G-R-G.
62:00
Speaker 2
Which Switch Talk Express Box is? Like what do you remember? That what Box did you Switch? It BB Box or or modem? Okay. Say that one more time. What was the? The name?
62:00
Speaker 1
Birds out there in the phalaris waters there is uh A. Thank you so much for waiting on the line. This morning I was going to [silence]
64:00
Speaker 2
All right. Thank you so much for patiently waiting on the line. Um, so here's what we're going to do. Um, I'm going to escalate your ticket to the level to support so that they can further assist you with this. They're much more expert on resolving this problem. Is that okay? [silence] So, [silence] they are level two support. [silence] I am from level one support, and since we've been trying and it it's still not working,
64:00
Speaker 1
Will they assist me? Are they gonna assist me now with it? Well, well, I need to leave. Are they open tomorrow? [silence]
65:00
Speaker 2
We're still trying to figure out what is the problem. however we're not able to figure out right now. So uh what we gonna do, uh I'm going to ask you to take it to the label to support and they will further assist you with this. They're much more they're much more I mean much expert with this okay? so but the call back is gonna take I'm sorry go ahead now but it's gonna take since they're currently engaging a call so it's gonna take probably an hour to trip to three hours it's possible that one hour or three hours if you prefer call back tomorrow you yeah I mean no tomorrow is weekend so we're it we do not work weekend
65:00
Speaker 1
Alright. How long are you open tonight? Okay. Can they call me back, like, say, 9 o'clock? Yes. Right now it's 5:03. Right. The time's right. I - Do you have anything that you wanna ask before I actually take it? No, you got my telephone number?
66:00
Speaker 2
[KEEP_UNCERTAIN] We're up to. Wait, I forgot. I think it's 11:00 P.M. Easter Standard Standard time, but I'm just going to check there for a second. Yeah, 11:00 P.M. Easter standard time. 9:00clock Eastern standard time. 9:00 P.M. Okay. Y Mm-hm. Okay. Yeah, I do. Just confirming this time. [silence]
66:00
Speaker 1
Yes. Okay. No. Call me back nine o'clock. Correct? Okay. Gmail, yes, MLRHF@bluemarble.net. M
67:00
Speaker 2
This is the right one. So that's eight one two nine three six four six two four. Is that correct? Thank you so much for. I will put down my documentation. They will they will call you back with that said time. In case in case you didn't receive a call or in case you missed a call, um just check your email and they're probably gonna leave a message there to for the next step. But let me confirm your email just real quick. Is that okay? Your email. Alright, alright. Al right. Okay. So, let me read it back to you. So, MLRHFBluebubble.net, right?
67:00
Speaker 1
bL, like in Larry, R, like in Robert, P, like in Paul, h, like in Harry, R, like in Robert, at bluemarble.net. Blue Marble is P.H.F. at bluemarble.bluemarble.net. Yes.
68:00
Speaker 2
Wait, one more time, just, I got the blue marble, so just, just the M, L, R, P, H, F and R again? Okay, I'll read it back to you. Just one more time. I just want to confirm this just in case. So M as in Michael, L as in Larry, R as in Robert, P as in Paul, H as in Henry, F as in Freddy at blue marble dot net, correct? Thank you so much for confirming that.
68:00
Speaker 1
But they will call my phone number, correct? Okay. All right. Thank you. bye.
69:00
Speaker 2
So, yeah, just wait for the support to contact you and they'll further assist you with this, okay? We, we, sure, your patience, with, with, this. Yeah, they will call your phone number, your set phone number, or your best callback number. Thank you, take care, bye bye.
69:00