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, 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]
00:00
Speaker 1
Because they tell me to call Linus. Get my username and the password. Yeah, because we're connected. Yeah, because we're not connected to the house. [ silence ] It's probably going to be the same thing, Dave. Go to your phone settings and tap on Wi-Fi. Select your Wi-Fi. Yeah, hey, Carol. I accidentally reset my router and I called my internet provider and they told me to call you.
02:00
Speaker 2
Thank you for calling.
03:00
Speaker 1
[KEEP_UNCERTAIN] to get it going back up to get it back on or something to get it back working again uh they know the router's working and they they said um to call you to get my uh uh username and password is one is one Blackburn Victor 1 1 Embassy and Mary to 8 Helen Apple 0 5
04:00
Speaker 2
what is the serial number and model number at the feeling surface better okay
04:00
Speaker 1
[silence] Is it solid, like, yeah. What is this? The light? Uh, [silence] The it's a solid red.
05:00
Speaker 2
I got it. Let me check. What is the model number? And what is the light of the rather? yeah, the light indicator in front. What is it? Uh, on the top. I mean.
05:00
Speaker 1
I don't know if it's the same email address I use when I sign up with links. it's scotty2maria@gmail.com. I can spell it out to you for now. Um, you're a Scotty Scott FOETY two
06:00
Speaker 2
So with solid red. And if you go to, let me get this information. What's your first name? And last name? And what is, what is your email address? [silence] Sure.
06:00
Speaker 1
T-O-O at yahoo.com and if you don't have that oh sorry go ahead Yeah T-O-O TDS Tango. Delta Sierra. No. No. It's got a oh it has the underscore link to set up 390.
07:00
Speaker 2
my internet provider, do? okay. [silence] If you go to your phone setting, Wi-Fi settings, can you still see the Wi-Fi name that you created for your router? no. so what do you see? do you see the link set up name that is, are you connected to that? If There's a password at the bottom of the unit that uses.
07:00
Speaker 1
okay now I am connected I got a blue checkmark on my phone for the wi-fi connection it says I'm okay um and I went to mail at yahoo it's just like stuck it's like
09:00
Speaker 2
Correct. It's back to default. Hm? No kidding. That's good. Now, can you try to open a page, like any website, and see if you can pull up a website?
09:00
Speaker 1
there's a, a small blue line. Like it's attempting to connect to the website. Let me go to Google, see what happens: google.com. Yeah, it's just a blue, little blue line, like it's attempting to connect, but nothing. Yeah, nothing. Do you want me to try a different website or something, or? Oh. [silence]
10:00
Speaker 2
I know I think we really need to configure that first before accessing a website but I got the result of the serial number here but [ silence ] the result of the serial number here but basically so I remember when and where you purchased this one. Is it more than a year though? No. Okay.
10:00
Speaker 1
and the warranty information, uh, I don't know if it says it anywhere on there, on the paperwork. No, it's got a a barcode. I know the phone number on there doesn't work anymore. The 1-800 number that that's on there doesn't work anymore. I have to, yeah, I have the setup guide for from for the link. Um, I'm pretty sure I bought it at Sam Club, but uh, yeah, yeah, I'm pretty sure I got it at Sam's Club. But I could be wrong. And it might have been like 2014, 2015. How much?
12:00
Speaker 2
but here's out of warranty, and for out of warranty, we charge $15 to assist, we'll carry that. It's non repairable.
12:00
Speaker 1
$0 Oh $[REDACTED_PAYMENT_DIGITS] That'll be fine. $0 No problem. $0 $0 Do you, do you think you can get me back to my, my two settings, previous setting? $0 Fantastic. $0 'Cause I had, you know, I had uh, I had a regular, you know, like I said, a 5, 5 point connection and then I had a [REDACTED_PAYMENT_DIGITS] gigahertz connection. and uh obviously since I reset it, it was obviously I reset it. You need my credit card information? $0
13:00
Speaker 2
$[REDACTED_PAYMENT_DIGITS] left. let me open my tools here and hold on. I mean I'm expert with routers as long as it's not defective then I can help. but if it's defective unfortunately I cannot help you with that. I do need your credit card information but let me inform you this that we do not store your card information and call.
13:00
Speaker 1
Yes, sir. Thank you. Thank you so much for your help. [silence] [REDACTED_PAYMENT_DIGITS] two. [REDACTED_PAYMENT_DIGITS][silence] Expiration date would be [REDACTED_PAYMENT_DIGITS][silence] [silence] [REDACTED_PAYMENT_DIGITS][silence] [REDACTED_PAYMENT_DIGITS][silence]
14:00
Speaker 2
All right, thanks for recording right now. So I'm going to pause the recording so I can get your information, okay? Your card information. All right, I'm going to pause recording now. All right. The the card number, what is it? and the expiration date. and the security code. Name on the card, is it your name?
14:00
Speaker 1
Yes, just my first name and last name. All caps. Yes, sir. Take your time. Oh, I said I just said take your time.
15:00
Speaker 2
it. [ $0.31,439 --> $0.31,869 ] Got it. [ $0.32,959 ] All right. [ $0.33,329 ] Charging you $15 now, [ $0.34,839 ] and I'm also going to resume the recording, okay? [ $0.36,899 ] All right, doing it now. [ $0.41,479 ] I'm sorry, did you ask me a question? [ $0.49,609 ] What was that? [ $0.01,02,349 ] Ah, okay. [ $0.01,07,439 ] Thank you. [ $0.01,09,439 ] $
15:00
Speaker 1
Let me just double check. Is there. Oh, it's red. There's no pink about it. It's kind of a light red, but I mean, it's not pink. I do.
16:00
Speaker 2
Alright. Um going back. So the lady of the rather is it more like a pink red or is it a red red? Double check. Okay. back to, you have a computer, correct? What's the operating system of that? Is it Mac or
16:00
Speaker 1
Windows. Windows operating. Did you ask the operating system? Oh, let me go check in my settings. Um, let's see here. Uh, where would I find that? Uh, in uh uh Windows update. Um, that should say about. Um. [silence]
17:00
Speaker 1
I'm on the left corner of the screen, bottom screen. So I think I have Windows 10. Sorry. Uh, I, I can't, I, I forgot how to go and and look up the specs on my computer. Uh, they haven't done it in a long time. And I'm using two different computers. um, I do apologize. Okay, uh, I'm in Google Chrome. [silence]
18:00
Speaker 2
see. Windows 10, it is is OK. It's OK. Open Google Chrome. I'm going to give you a number, just type these number into the URL bar. Ready when you are, I'll give it to you.
18:00
Speaker 1
Okay. Um, let me, let me backspace everything. Okay. I'm ready. Sorry. 192.168. Okay? Okay, here it's asking me to download, um, download the Linux app for your phone. Oh. Okay. I didn't know that was clickable. Okay.
19:00
Speaker 2
that is one uh you ready okay that's 192.unm 68.uhm dot un uh one and then another dot one answer click the image of the phones that you see on that screen
19:00
Speaker 1
at the minute and there's a blue circle spinning counting counting down I guess oh here we go it's doing something okay smart Wi-Fi access router router password okay let me double check I did it right uh D and and sign in okay.
20:00
Speaker 2
and then what is it asking you enter router password. oh. enter the password admin lowercase a lowercase sign in yes.
20:00
Speaker 1
Okay. Okay, right now. Right now I see smart Wi-Fi tool. And I see network status. This device, router and internet both have green check marks. And it's yeah it's it's okay. Yeah, I see it.
21:00
Speaker 2
What do you see now? Connected. What do you see? Perfect. So, roll down all the way to the bottom of that. And at the bottom lower right corner of the screen, you will see the letter CA. It's small, but you can find it there: really small. Click on that and you'll be prompted to the same page without the CA. Then go to the left-hand side and the router settings, select Wi-Fi settings.
21:00
Speaker 1
Oh, on the bottom left or the Wi-Fi settings? Yeah, I see. The left side. I see the... Oh, Wi-Fi settings. I see. Click on... it's right above security. Click on the Wi-Fi settings. Is that what you said? Okay. It's ready. It's ready. It's right. Okay. Um, the first one is 2.4 gigahertz and the next two are five gigahertz one band and five gigahertz two band. What what will you say?
22:00
Speaker 2
yeah the what up after you click the CA go to the right hand side yeah, correct. That's right. [silence] And then you can rename the 2.4 and the 5 gigahertz and set up a password. Make sure that the security mode is also WPA 2 personal or both bandwidth 2 and 5.
22:00
Speaker 1
Okay. Okay great. Um, can I do that with you right now? I want to, I want to rename them what they were. Uh, is that okay? Okay? Rahl. Rahl. Rahl. Rahl. So, um, so re, rename the wi-fi name, uh, do I need to keep the underscore in the beginning or not?
23:00
Speaker 2
You can rename the 2.4, because right now the Wi-Fi name or the Wi-Fi currently combined. Now to separate them you have to name the 2.4 different from the 5 gigahertz but since there's two 5 gigahertz, make the two 5 gigahertzs the same name same password just for the better for backup. Do not separate them. Yes, I'll help you with this one. So, yes. And you can that's perfectly fine. No, you don't have to just uh your Wi-Fi prepared Wi-Fi name like whatever name you want for it and password too.
23:00
Speaker 1
Okay. Is there any? Do we have something we can check the settings on? Or since the settings is dropped, we're not going to find it, right? I think yeah. I think the first letter was capitalized. Yeah, I think that's right. So um the the 5 gigahertz can have the same name too, right? Because it's going to be Oh no. The oh the other one had 2.4 added on to it the name and the other one did not. Okay. I remember what I kind of remember what it is now. So if not, I'm going to have to change we're going to have to go back and change every device, right?
25:00
Speaker 2
Yes, correct. uh yes. Let's proceed. [silence] Hmm.
26:00
Speaker 1
the name in the wireless in the 2.4 GHz band and the 5 GHz 1 band I changed the names and I I kept the same name for the 5 GHz 1 and 5 GHz 2 band they have the same same Wi-Fi name but the the 2.4 GHz does not have a different name. No I want to keep it I want to keep it what it was later on uh I think I can go back here or I'll just pay another $15. I have no problem doing that and uh um and and and maybe get help to change the password or or something if I can't do it myself.
27:00
Speaker 2
Okay. Good. What about the password? You want to leave it like that or you want to change the password to the way it was? To the way it was before.
27:00
Speaker 1
because I think I I took your Go ahead. Sorry. Oh, great. Great. Yeah. Oh, thank you so much. If I if I I would give you a tip if I could. Thank you. Can I let me know when to hit apply or anything?
28:00
Speaker 2
All right. How about? Sorry. No, instead of paying another PP in dollars just for access to this, how about we memorize it? Actually, I can send you a third guide instead on how you can log into that page. I have your email address. So that you don't need to pay another PP. Oh. All right. Pretty much welcome. So, have you decided don't want to... on it for that one. I appreciate that, but it's no need. Um, okay, let me check. Hmn? Uh, do you... I mean, just confirm if if the settings is correct. So, the the the security mode that should be WPA2 personal. [silence]
28:00
Speaker 1
Oh, uh, should be. I hope, why? I better not be public. Uh, it's supposed to be, uh, personal, right? And, um, Where would I, where would I go for that? Okay. Okay, good. Um, Can I go ahead and hit apply now? Changing the Wi-Fi settings will disconnect all devices, including this one from the router. Simply reconnect devices using the new wire settings below. You might wanna write them down before connecting. Okay, I will take a picture of this.
29:00
Speaker 1
And - do you want to continue? Yes. Your router is applying changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait till I - and the waiting mode. Uh-oh router not found. You are not connected to your router. Oh. Okay. Should I retry? Uh-oh. You mean on my phone? Okay.
30:00
Speaker 2
or, Alternatively? [silence] Yes, because the Wi-Fi name got changed. [silence] I need [silence] just go to the Wi-Fi settings and find the Wi-Fi name you created, connect to that. [silence] on your phone, yes. [silence] or your computer. You can try using your phone.
30:00
Speaker 1
Oh, it's my, oh, my, this is great. This is great. I think I named it correctly too. Looks like, everything's connecting back up. Yeah, I'm connected. I got, it looks like I'm connected. Make sure I can connect to a website. Grail, can you connect to something on the Internet with your phone? but you change your Wi-Fi settings. Okay? Change it. Connt, connect to it. You connected to it? Okay, now go search for something. Go on, go find a website you go to. Make sure it connect. And, and let me know when it does. Please. Please. Man, it looks like everything's back. To where it was, but I probably got to go on my computer also and change the Wi-Fi settings. Oh no, it connected automatically. Oh wow, it connected. Of course it connected, right? That's what I think it's supposed to do. Is there any way to clear this red light I have on my router? It's solid red. Yeah. But why am I able to connect on my phone to this setting? Please keep that. I mean, not. No, no. No, don't disconnect yet. No.
31:00
Speaker 2
right oh can you access the internet like can you pull up a website or something? Wait, is that still red light? It should be solid blue now. Oh, that's not good. I I think it's not really red. It's more like a pink red or magenta. Uh that means it's ready for for setup.
32:00
Speaker 1
Is that a red or magenta? Magenta. Oh. Okay. On the router, the reset button. Okay. Five times. One. Two. Three. Four. Five. It's flashing. Well, I saw a blue flash. Now it's still flashing magenta. Um
33:00
Speaker 2
but but we can fix that just press the reset button five times one second gap between presses so that that again it's press let go press let go do it five times on the reset button of that router do not prolong the process yes yes is it flashing
33:00
Speaker 1
You look great. Okay. Yeah, it's a, I'm sorry, I can't tell the difference between red and magenta. No, I just can my phone got disconnected from the, why, internet, but of course it's going to do that. No, don't connect. Don't connect. Just let it do its thing. It's still, yeah, still flashing red. I'll go. Now it's flashing a little faster.
34:00
Speaker 2
Okay. All right. Let's wait five. No, just three minutes. Oh, it's fine. It's good. [silence]
34:00
Speaker 1
Hey, it's blue! It's solid blue! Solid blue. We've got a solid blue. Let me tell you something, you are a lifesaver. Thank you so much for all your help today. happy, okay, I'm going to definitely save save it on my phone somewhere in a file called links for future reference, but hopefully it just won't happen again. And thank you so much again for all your help. I really, really appreciate it.
35:00
Speaker 2
It's solid blue. Okay, good. Very much welcome. I'm glad I was able to help. And do you have other questions? Anything else I can help you or? By the way, I'll be sending you the the guide on how you can access that page. You can check your email. [ silence ]
35:00
Speaker 1
Yeah, uh, Alexa, turn off dining. Yeah, I just want to make sure my lights are working. Thank you again, and, uh, I hope you have a blessed, uh, weekend and a blessed day today. Take care. Bye-bye. Bye.
36:00
Speaker 2
You're very much welcome again. My guess. We're all set here, right? Same to you. Thank you so much. And I hope you have a nice evening. You take care. Bye for now. Bye-bye.
36:00