Speaker 1
Yes. I just bought a brand new Lenksis, uh router, or whatever you want to call it. And I can't it's it's not letting me hook it up. I have plugged it in everywhere that it's supposed to be. But when I [silence]
00:00
Speaker 2
welcome to Linksys 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, pay please have your devices 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. Hi. Thank you for calling Linksys. This is Regina going to help you today.
00:00
Speaker 1
I go to try to stream. on my television. It says it can't connect to the router and I have no instructions on what to do next. Uh, I called before I bought this one because my Internet provider thought my old one was bad. But this is the first time I've called since I got the new one. Is this, what's your phone number? Yeah. Neeta N E I T A, Williams W - I L L I A M S. 5 7 3 2 4 8 4 8 3 3. G 0 0 G 0 0 5 4 9
01:00
Speaker 2
But is this your first time calling us for support? Are you calling from United States? May I know your first name and last name? What's your call back number and your email?
01:00
Speaker 1
Correct. Just one. Uh-huh. Hold on. It's three eight U one O M as in mother, five two C O three eight two three. Right.
02:00
Speaker 2
okay let me just verify it it's G for george r Oscar Oscar. G for george Oscar Oscar 54 charter.net and how many Megabits per second router do you have can you please provide a serial number 38 U for umbrella. 10 and for Michael. 52 C for Charlie 03823.
02:00
Speaker 1
um, spectrum. By calling this phone number? No, no, no, no, no. I'm sorry. He told me what to buy. I purchased it from Walmart. From Walmart. Yes, I do. Provide what?
03:00
Speaker 2
Okay, so the model number of your, Linksys router is an MX 4200. and who is your internet service provider? Spectra. and where did you purchase your, Linksys product, Mita? a couple years ago. and where did you purchase it at? Walmart. Do you have the receipt with you? Okay, so what I will going to do first is to send you a message via email, um, Neta. and while we are setting up the router, you need also to provide the receipt so that I can update the warranty status of your, Linksys router, okay? the receipt. So I will send you a message via email. All you need to do is to reply and then I, [silence]
03:00
Speaker 1
Okay, I didn't understand everything you said, but go ahead and send me the email. It's it is lit up. It says it's ready for setup. It's purple pink. I can't understand you. I can't understand you. Speak more slowly, please. [silence] Correct. [silence]
04:00
Speaker 2
Sure, okay, let me . So, the router is, the current light indicator of the product, by the way, what is the light, the light indicator on top? Okay, then, the Ethernet cable is currently plugging from the modem, the internet port on the router. Okay, so the, Ethernet cable is plugging from the modem to the internet port on the router. Okay, now, could you kindly press release the reset button of the router, five times within five seconds? [silence] Yeah. What do you mean? Could you make it louder, please? Could you like repeat the command so I understand, please? You kind of made it quiet. So kindly press release the reset button of the router, five times.
04:00
Speaker 1
All right, hold on. Press it five times. Okay. It's pink, now it's turned white. Kind of pinky, white. Okay. Pink. Okay.
05:00
Speaker 2
Yeah, five lines within five seconds. And what is the light indicator of the router? Blinking. Okay. That's setting up, so it well take three to five minutes. And by the way, Anita, I already sent you the message. And then all you need to do is to reply then attach the photo or screenshot.
05:00
Speaker 1
Well, I cannot do that while I'm talking to you on this phone. I cannot do that because it won't let me go to email while I'm talking to you. Let me see if I can get it, but see my Wi-Fi isn't set up. So I don't think I can get it on my computer either. I knew this is going to be difficult. The guy told me it would be easy and I knew that that was not true. [silence]
06:00
Speaker 2
Okay. Yeah, it's okay. Actually, five-breath method is one of the easiest way to set up a router. But this is actually what happened. So I can assist you setting up the router. So we already did and we are currently waiting for the router to turn solid blue. So Walmart purchased this router in our and last 2022. So to be fair with you and to should we just refund it for you. No, there's actually no need I'm trying to set it up. So we are just waiting for it.
06:00
Speaker 1
Well, I can get you, I can give you the order date and the order number and all that kind of stuff. Is that not good enough? Well, how am I going to do that? I don't have any Wi-Fi right now. So I can't take a pic, I can't get off the phone with you. I could text you something, but I can't, there's no way for me to do that because my old, my router isn't working.
07:00
Speaker 2
for more assistance, I need the proof of purchase so that I can update the warranty status of your Linksys router, particularly the warranty date. Uh, we really need to have the picture of the receipt so that the next technician will be aware that this device is already uh, uh, still in warranty. It's newly purchased and I will be the one who will going to update the warranty status just in case you call us again. [beeps] So we need to wait for the router to turn solid blue. What is the light indicator of the router now?
07:00
Speaker 1
Red. No. Yes? Yes, I already told you that. Yes. [silence]
08:00
Speaker 2
blinking. Okay, check your physical connection please. Is the Ethernet cable plugged in from the modem to the internet port of the router? And it's still solid red. Okay, unplug the modem and the router. Wait for 30 seconds to one minute to plug the power back. Unplug the modem from your spectrum and then the router from Linksys. And I will let you know when to unplug or when to plug [silence]
08:00
Speaker 1
they're both unplugged now. I'm sorry, I didn't understand. Well, I'm sure it's been 30 seconds. plug it back in first. Okay, the light is on and it's like purple blue. Okay, that's done. [silence]
09:00
Speaker 2
first device. So let's wait 30 seconds up to 1 minute. We need to wait 30 seconds up to 1 minute. You can unplug the router from Linksys first. And when, yes, and when the light starts showing up, proceed to plug the power back of the modem. Okay, proceed to plug the power back of the modem. So let's wait 3 up to 5 minutes again for both devices.
09:00
Speaker 1
Okay, the light is blue, and it's solid. Okay, I don't understand what you're saying.
10:00
Speaker 2
the fully rude up. So, go ahead and check if you can access the internet now. Connect a device to the default name and password labeled on the bottom of the router.
10:00
Speaker 1
How do I... What do I do with the bottom of the router? Okay. I've got it in front of me. How do I connect it? Okay, I don't know where to find my Wi-Fi network. Well, I'm on my computer.
11:00
Speaker 2
Use the Wi-Fi name and Wi-Fi password to connect a device. [silence] Okay, while using your phone, make sure your Wi-Fi is on. Select your Wi-Fi name and enter your Wi-Fi password to connect. Go to the network list on your phone, Wi-Fi settings. [silence] You need to go to the Wi-Fi settings of your computer. Go to Settings, Network and Internet. Go to the settings of your computer.
11:00
Speaker 1
I'm in the settings. Would that be system? I do not have anything that says that. I have you and Google, autofill and passwords, privacy and security, performance, appearance, search engine, default browser on startup. Would that be it? No, this is the only computer I have. This is the only computer I have. It's always been connected to my network. It would be now except I unplugged the router and now the red light is back on on the router.
13:00
Speaker 2
Computer Nita. Go to the internet or network. Network internet. Uh, do you have other devices that it's easier for you to use to hook up a and have you tried to connect that computer before to your networks? Same thing. Same process. [silence]
13:00
Speaker 1
it says I have no has no internet access. Hold on. I've just, I've just found the the name of this device. Okay. Connect automatically or connect. Okay. Line in.
14:00
Speaker 2
Can we look for the signal icon or globe icon? [silence] Do you also have the option to wire this? [silence] Don't connect automatically because you need also to enter the Wi-Fi password of this router.
14:00
Speaker 1
and are the zeros in this password, are those zeros or are they capital O's? it says verifying and connecting. yes
15:00
Speaker 2
And do you have the option to wire this computer directly to the modem? Okay, kindly unplug the router, unplug the router or the A. For example, the Ethernet cable.
15:00
Speaker 1
Okay. All right. I just did. I don't have any this, that won't plug into. I don't have an outlet that it will plug into on my computer. It's a phone. Well, it does not have this cable. I do not have an opening that will accommodate this cable that goes from the modem to the router. When I unplug it and try to go to my computer, there isn't anywhere that I can plug it in. There isn't an opening. There isn't a connector that it will fit in.
16:00
Speaker 2
connected to the router and plug it. unplug the ethernet cable from the router and connect it directly to your computer. [silence] so your computer doesn't have an ethernet cable [silence] okay connect the
16:00
Speaker 1
OK, I just did that. I guess so. It, it shows up in this little box. Yes, but the light on the router is red. One, nine, two. Okay. Okay. I just did that and it, it says checking the network cables and router, running Windows diagnostics, error, internet disconnected.
17:00
Speaker 2
192.168.1.1 and then enter how about my router.local? Delete 192.168.1.1 <-- Delete 192.168.1.1 <then enter my router
18:00
Speaker 1
I still get the thing that says checking the network cables, reconnecting to Wi-Fi, running Windows network diagnostics, error, internet disconnected. And all the lights on... If all the lights on the modem are on, they're blue and they're solid. No, no, the only thing that I use Wi-Fi for is my laptop and my cell phone and I have both of them right here in front of me. That's interesting because just recently I had to [silence]
19:00
Speaker 2
Router.local. Let me check your modem. Okay, that's easy. Yeah, but do you have other devices which we can use to wire directly to the modem? Is that a Google? Kiddie. Open a different browser. And then, kindly check. Also unplug the, kindly, kindly check if your laptop is connected to the network setup. the Wi-Fi
19:00
Speaker 1
Well, it shows up, it lists it, so I'm assuming that it's connected. [silence] I'm looking under available networks and it's listed there, Vellup setup B60. Do I need to click on that and do something else? [silence] Well, I did that already once, but I'll do it again. [end of audio]
20:00
Speaker 2
Name of the router is underscore Vellup setup. okay, go to your Wi-Fi menu on your device and connect to the network name in this format. And once it asks for the password,
20:00
Speaker 1
All right, I put it in and now I can just hit next and it should connect, right? It says verifying and connecting, but it's running and the light on the router is red. says the password isn't correct. So I'm going to do it again. I'm reading. I'm reading it off the bottom. It's 1E. And then you said it's 00, correct? Okay. Y three.
21:00
Speaker 2
Okay, so make sure it's correct. Yes. [silence]
22:00
Speaker 1
No internet secured and all the lights from I get the same this site can't be reached. 192. 168.1.1.
23:00
Speaker 2
1 92.1 68.1. Make sure it's Google, okay. Then on the URL bar or address bar type 192.1 68.225.1.
23:00
Speaker 1
says, download the Linksys app for setup. Yes, I have the image of the two phones. It says access VeloP. It says Internet connection is down. Do I have to put the password in again? Okay. I click to save it.
24:00
Speaker 2
[silence] click the picture or [silence] the image of the two phones, click that. [silence] Okay, "user admin" all lower case "admin". [silence]
24:00
Speaker 1
so but now i have all these little boxes that say no internet connection it says the router there's no connection between the router and the internet all right okay wait a minute yes okay it needs and it and it it needs to be connected to the internet opening on the router correct gotcha okay now the now it now it says it's connected and and the light is blue so now what do i do
25:00
Speaker 2
Yeah, which means your router doesn't receive any internet coming from the modem. But let's just try to figure out what it's accessing the web interface. Are you in the link to smart WiFi tools now? Okay, can let's check your network status? Yeah, from the modem to the internet, not to the internet port. Okay. Check if you can access the internet. Try to add're [silence]
25:00
Speaker 1
Okay. So you think that is now it's my streaming already to go or do I have to do something else? Sure. How do I do that on my computer?
26:00
Speaker 2
Okay, to the, click okay, or click Wi-Fi settings. On the links to Smart Wi-Fi Tools, go back to links and smart Wi-FI Tools and then go to Wi-Fi settings.
26:00
Speaker 1
linksys smart Wi-Fi.com well i don't remember how i access that. What do i put it? Oh, the 168. Okay, I'm on that page. Now what do i do? I don't have any [silence]
27:00
Speaker 2
no we go back to the page that we access earlier 192.168.1.1 go to Wi-Fi settings
27:00
Speaker 2
What are the information information shows on that page? Click the picture of the two phone click the picture or the image of the two phone.
28:00
Speaker 1
Now Wi-Fi settings. Yes Velop setup. It says Velop setup D60, 2.4 gigahertz plus 5 gigahertz. It still says setup. No I only had one network.
29:00
Speaker 2
yes. And you can see your two point four and five gigahertz band network, correct? So let me just ask you, uh, because we did not change yet, right? So it's still on the default WiFi name. So let me just ask you this one. Can you still remember that you have two networks for your two point four and five gigahertz before? Okay, proceed to change both networks with the same WiFi name and WiFi password.
29:00
Speaker 1
All right, how do you do that, I just clicked on it. And nothing happens. I've got I did. I just clicked on Wi-Fi settings. Okay. And then it gives me, it says Wi-Fi name. Vel up so I can just exit out and change it to something else. All right. And then I can just
30:00
Speaker 2
you need to click the underscore, vow, Lopez setup, Neer Raj to delete it, so that you can enter a new Wi-Fi name and Wi-Fi password. Did you click the Wi-Fi settings on the left side? Router settings, connectivity, troubleshooting, Wi-Fi settings. It might be on the box that. Hmm. Go ahead. Yes.
30:00
Speaker 1
go down to the password and change it to whatever I want it to be. I don't I'll put in one. And then just click OK. I don't know what you're talking about. I don't I don't see anything that says that. I just put in the the name of the Wi-Fi.
31:00
Speaker 2
Yes, you can also recover your original Wi-Fi name and Wi-Fi password if you can still remember it. [silence] Include the 5 GHz band below. Make sure it has the same Wi-Fi name and Wi-Fi password to your 2.4. You can see _setup still below right? You have three bands. This router is a tri-band, so your 2.4 GHz and 5 GHz has the Wi-Fi names.
31:00
Speaker 1
My name, and the new password. Do I just click OK? My name, Nita? I don't, I don't know. I never had a. 5GHCKGHZ as in zebra? Okay, where do I put that? No, I don't. [silence]
32:00
Speaker 2
What, what, not yet, what is the wifi name of your 2.4 and your 5 gigahertz band? What is the wifi name? [silence] 5 GHz. Yeah. [silence] Yes, what is your wifi name for the 5 GHz? [silence] Yeah. [silence] Can you, okay, can you see a 2.4 and 5 G H Z [ silデーnce] on the wifi settings? [silence] So, what is the information you can see on that particular page?
32:00
Speaker 1
I'm on the page where I put my name and my password in. Do you want me to go back to something else? [silence] [beep] Oh, for heaven's sake. [silence] Okay, it's changed. Now, do I need to say that I want to, I want to update everything? Okay. Applying changes. Your router is applying changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait until the operation is completed.
33:00
Speaker 2
Okay, so once you're ready to change your Wi-Fi name and Wi-Fi password, click Apply. So, Yes, proceed.
33:00
Speaker 1
So click okay? All right. Oh, for God's sake. How do I do that? [silence] It, that's not showing up on my screen, ha, It says, you are not connected to your router. So, and it gives me the option of retry. But it doesn't take me. [silence] It, it won't let me out of what I'm in. It won't.
34:00
Speaker 2
Yes. And then you need to reconnect your device to the new Wi-Fi name and Wi-Fi password that you created. Same thing as what you did earlier. You need to click you Wi-Fi name Nitha, then enter your Wi-Fi password. You're already setup. You're already setup, Nird. All you need to do is to go to the Wi-Fi settings. So, click your Wi-Fi name and enter your Wi-Fi password to reconnect.
34:00
Speaker 1
I can't get off of this screen that says you are not connected to your router. The only thing I have to click isRetry. There is noX. There is noX to click. TheWi-Fi settings box behind that has anX, but it doesn't work. It doesn't, it nothing will change. There's nothing I can do to change with on my screen.
35:00
Speaker 2
Click that one. You can actually exit. Retry, then click the X button to go out of that browser. Try to look on top. No, no. Close to that page. Close to that page.
35:00
Speaker 1
and again. I use my back button. Now do I have to put back in the 168 business? So check it on my computer, you're saying. Now, I just I just changed, I put in the name of my Wi-Fi as Nita. And it does not show up on the list of available networks. It shows up as Nita 2. I guess that's because the first one was Nita, so it's automatically assigned it Nita 2, correct?
36:00
Speaker 2
the option to close that page no need because we are already set up Nita we are no longer needed at 1 68 192.1.1 all you need to do is to reconnect your devices to check if you have internet connection now because you're already [silence] yes you can also use your phone for it to be easier to connect your device for verification [silence]
36:00
Speaker 1
Nida. And that does not show up in the Wi-Fi network availables. I don't have a refresh button. Turn it off and on on the router. This takes a while for it to come back on.
37:00
Speaker 2
what is your wifi name that just just created try to refresh you can also try to on and off your wifi turn it off then turn it on refresh no your computer your router is already working now just turn it off your
37:00
Speaker 1
How do I do that? Okay, I'm trying to get there, not letting me go. Okay. No internet access, connecting to Wi-Fi.
38:00
Speaker 2
Your Wi-Fi, not your computer, actually. Your Wi-Fi. Just click off, then on. On and off your Wi-Fi. This actually button you wherein you can switch to turn it off and turn it on. [silence]
38:00
Speaker 1
still says it's connecting. So I do not have Wi-Fi and I don't have internet. Blue. Okay, how do I do that? I'm going into Wi-Fi and it pops up and it says connecting. So how do I get to where I need to put my name and the det in with my Macbook [silence]
39:00
Speaker 2
What is the light indicator of the router? Okay. Which means it's working. It has internet connection. So you change your Wi-Fi name and Wi-Fi password, that's why you need to reconnect your devices. Go to the Wi-Fi settings of your computer, select your Wi-Fi name and enter the Wi-Fi password, same thing as what you did earlier.
39:00
Speaker 1
Okay, here's Wi-Fi and it lists the first one there is Nita 2. It does not have Nita like I just entered on the screen three minutes ago. No, I did not. Well, now it won't take me there.
40:00
Speaker 2
It might be you entered it wrong. So kindly try to connect with that. So if you can connect with that, that is your Wi-Fi name created. Click that Wi-Fi name and enter your Wi-Fi password. kinda try to select meter 2. Try to forget the network. Forgot the network. Click the three line. Or just
40:00
Speaker 1
I don't have a three dots. It's not letting me in to do anything. I where where would the three dots be on my screen. So I have to go back and put in the 19216811. All right, so I click on the three dots and what and what am I looking for.
42:00
Speaker 2
three dots, turn it to the Wi-Fi, tap forgot or for get this network, it's on the Wi-Fi settings, and then on that SSID that you're connecting beside that three dots, click that one and then select for get this network. Now you cannot access that one anymore because you are not connected with your Linksys network because you're trying to change your SSID and Wi-Fi password. So you need to reconnect your devices to the SSID and password that you created. forget this network. And then try to reconnect your computer. Connect it to your Wi-Fi name and Wi-Fi password you just created, Nita. Go to the Wi-Fi settings, please. Same thing as what you did earlier, when you try to connect your router with the underscore setup. Same process.
42:00
Speaker 1
I went to settings a box pops up that says home and it says not connected that's all I have. It does not give me that all I get is a box again and not connected. You need to add a network first let me show you how to do that. You may have to exit out of the YouTube TV. I don't know what I will get loud exit YouTube TV and then you'll have you'll have to reset up your TV again and that means that you will go to the first page of the menu and from there you will have internet and smart TV and you will have Wi-Fi. There's an option that says Wi-Fi, press that and you need to add a Wi-Fi and it will list additional list of Wi-Fi available and then you'll just select one that is yours.
44:00
Speaker 2
Oh, no, no need to open any browser. Please go to the settings of your computer and then try to look for a signal icon, globe icon. Open the settings of your computer, look for the network, network and internet.
44:00
Speaker 1
[KEEP_UNCERTAIN] Sit pop set. This is the only one I have. I have a laptop. It's a brand new, well, it's not brand new, but it's fairly new HP. I've never had a problem with it. But what you're telling me to do does not show up. I don't know. That's why I called you because I couldn't get it connected. what are you trained for? [silence]
45:00
Speaker 2
Can you please use the device needed? That would be easier for you to connect with your network. Yeah, but then we successfully connect your computer earlier. So, how come you are not able to connect it, since you created your own Wi-Fi name and Wi-Fi password? Yeah, but then it's a third party device. It is not our scope. And then we are not trained for a computer, our router. That's why I guide you on how to access your router settings. I guide you to successfully set up your router.
45:00
Speaker 1
But I still can't watch anything on streaming. My computer, you have screwed up my computer. You've screwed up my computer. That's what you've done because it's not going anywhere. All the lights are on everything. Well, why why can't I use this then? All right, so I go to my computer settings and look for Wi-Fi.
46:00
Speaker 2
change your Wi-Fi name and Wi-Fi password, and we already did. And all you need to do in your end is to reconnect your devices to the new Wi-Fi name and password that you just created. Because we are all done, actually, and not connected. I really apologize, but I did not screw up your computer network setting. The only thing all you need to do is to go to your Wi-Fi setting, so that you can select your Wi-Fi name and enter your Wi-Fi password to connect.
46:00
Speaker 1
Buy, and see, it does not come up, Wi-Fi, does not come up. It brings up my laptop. I don't know. I'm going to send this router back. Clearly, you all, I was lied to. I was told you all would help me get it hooked up and nobody's going to do that. So... [silence] Well, I can't check it while I'm talking to you on it. It won't let me do that. So, I guess I'll just have to call my provider and if they can't help me I'm sending this router back. [silence] Well, I think I'm going to get a little help from you all. I think I'm going to get help. Well, we'll have to see what's going on [silence]
47:00
Speaker 2
How about your phone? How about your phone? Go ahead and try to connect your phone. and let's check if the router is working using your phone. Because it seems like your computer is not working. Look for
47:00
Speaker 1
I did not understand what you just said. The way you told me, the way you told me, I went to my Wi-Fi setting and it came up with the Vell, blah, blah, blah, and I put in the password. Okay. I have Wi-Fi and it lists Nita2. It has a checkmark in the box that says connect automatically.
48:00
Speaker 2
Sure. What did you try to signal, the globe icon or the internet icon where you can go to settings? How do you feel? Okay, you try to connect your computer up the underscore. Velop setup. How did you do that? How did you do that earlier? And then go to the Wi-Fi setting, right? Meet the two.
48:00
Speaker 1
[silence] automatically, it does not give me a place to put in a password. Disabled uh I'm sorry. I didn't understand. Do you want me to uncheck Connect automatically. Okay. And then click on connect. Well,
49:00
Speaker 2
Uh. Don't, don't connect automatically. [silence] Okay. Then enter your Wi-Fi password that just created. Maybe you can disable. Uh it's not connecting automatically. Yes. Uncheck the connect automatically to disable. [silence]
49:00
Speaker 1
It says, need a to secured. And it says some information change to now says enter the password. So I can put in admin, right? Okay. Okay. All right. And then click next. It says connected and secured. So now I should be able to go to a browser and open it, right? Yes, I can. So now I wanna go see if I can--
50:00
Speaker 2
No. The Wi-Fi password that you created, can you still remember it? Yeah. So, it means that you created the Net 2, since you can connect to it.
50:00
Speaker 1
connect if I can watch stream on my TV. Cause that's the whole reason that I bought this thing was because I was having trouble streaming with my TV. And it's the screen on the TV still says we cannot connect to your broadband. So now what do I do? [silence] Well, I've clicked on Network connection, and it just says not connected. Then it says network name Ethernet. Then it says connection to broadband router with an X, and connection to internet.
51:00
Speaker 2
connect your television to NIDA 2. Your Wi-Fi name now is NIDA 2. Make sure your television is connected to that Wi-Fi name and enter the Wi-Fi password.
51:00
Speaker 1
Net with an X. So, do I need to go to reset? All right, thanks. This was not helpful. This was not helpful. I'm going to return this router. It's baloney. I spent a lot of money on it. A lot of money on it because somebody from Linksys told me how simple it would be to set it up, and that's just not accurate. So,
52:00
Speaker 2
[silence] try to reset it but to be honest with you this is a third party device already Nedda. so we already successfully set up the router so I'm not also I don't want to mess up your television. I would like to set an expectation that we are not trained but you can try to call
52:00