Speaker 1
Oh, hi, I'm having problems with my router. I had 2.4 gig and 5 gig networks set up and the 2.4 is disappeared. So, I'm trying to figure out how to get it back. Some of my household devices won't work on the 5 gig.
00:00
Speaker 2
Welcome to [silence] support. To ensure quality service, your call may be monitored. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] for out of warranty products. [silence] paid support may [silence] Please have your device's serial number [silence] Hi. Thank you for calling Linksys. This is Joy. How can I help you today? [silence] Okay. [silence] Um, just to verify, is this Mr. David Kesterbrooke, if I pronounced it correct? [silence]
00:00
Speaker 1
This David Kingsbury. Yes. Uh three eight D one zero M 33 B zero zero eight zero eight. Uh spectrum. Yes. Yes. that's what I have. Um E 8450.
01:00
Speaker 2
okay, I'll may have your serial number, please, uh Veo your links is device. and who is your Internet service provider? please check. um, let me verify the serial number 3-8-D-D for delta 1-0-M for Mary 3-3-B boy 00808. Correct. what is the model number for that?
01:00
Speaker 1
Yeah, I'm having trouble. I'm having trouble, uh yeah, I'm connected, uh to the 5G network on it. I I'm having trouble logging into the router though. I can't I can't even get to it to log in to log in. So I've used one nine two point one six eight dot one dot one and that doesn't get me in and uh
02:00
Speaker 2
four five three. Okay, I see. So for you to check your settings or to separate your network band, make sure you're, you can use your computer or an iPad if you have. And make sure you are connected. Yeah. Yeah. When you log in, what website did you use to log into?
02:00
Speaker 1
Sure. MyRo R dot local does that get me into the admin page.
03:00
Speaker 2
What this shows when you try to log in using 192.168.1.1 [silence] Yes. [silence] So I'm not sure you input that on the you are address bar. [silence] the very top bar where you can see HTTPS. [silence] Yeah. [silence] So we input there 192.
03:00
Speaker 1
1 point 1. This connection is not private. This website may be impersonating it. It says show details or go back. Uh says you can visit the website. Okay. So I want so I want to visit the website. Okay. All right now. All right. So it's gotten me somewhere now. All right, I don't know. Let me see if this password still works.
04:00
Speaker 2
Yes, that's all right. Just bypass that one. If you have the option to continue, proceed or advance/show details. Yes. Yep. [silence]
04:00
Speaker 1
Oh, almost got Sheldon in. Hang on a second. Okay, yeah. Now let me in.
05:00
Speaker 2
is try admin.
05:00
Speaker 1
I did let me in. I am in. I am in. Yeah. I want to, yes. You want me to hit that? uh uh uh uh it would be on the left side, it looks like. To to to Wi-Fi? okay, so it's giving me some choices, basic wireless setting, Wi-Fi protected setup, wireless security, guest access, wireless mac filter advanced settings.
06:00
Speaker 2
as a router password uh... admin oh okay so let me just check can you see configuration yeah and then on the right side go to Wi-Fi settings or wireless settings uh... yeah yeah Wi-Fi or wireless yeah go to basic
06:00
Speaker 1
Okay. It's got a check mark under SSID broadcast. I'm sorry what? Okay. um, yeah, one says five and then it's got the name, another one is 2.4 and then it's got the name. So they're two different names. Right. Okay, but it never, it doesn't. So when my devices are looking for networks, it doesn't show up.
07:00
Speaker 2
Wireless settings. And then check if the 2.4 is still broadcasting or does it have a check mark. And it has still the 2.4 network name. Both here 5 ghz and 2.4 has a different names. Okay, I see. Yeah, so that means 2.4 is still enabled as well as the 5G.
07:00
Speaker 1
Yes, numerous times. Okay, when we uh, I mean it's been working for the, I don't know how long I've had this router, a couple of years probably. Um, Give me a second. Uh, I'll change the name.
08:00
Speaker 2
Have you tried to like turn off the Wi-Fi and then turning it back on? Try to change the network name for 2.4 only.
08:00
Speaker 1
Okay, and I did save. Now it just says, please wait, and it's working. Okay, looks like it saved it, so I suppose I should, check to see if I can find it? Yes. All right. I'll try it on my phone here. Um, not showing up. Okay. No more lock. [silence]
09:00
Speaker 2
yes yes yeah checking her Wi-Fi setting try to turn off your Wi-Fi and then turn it back on to refresh the network even for your other password I'll other guy
10:00
Speaker 1
I'm on my iPhone now. Just trying to find it. But it's the 5G is coming up, but not the 2.4. Do what now? Okay. So, all right. Save a little not available. So you
11:00
Speaker 2
Can you try to like disable the SSID, save it, and then after that enable it again and then save. Disable the 2.4 SSID broadcast and then save and then enable it again and then save. Wow.
11:00
Speaker 1
and then save it okay and then you want me to enable it again with the say broadcast and then save it again All right, let's see if it shows up. Nope just the 5G is coming up again. Oh okay Can you help me with that then or [silence]
12:00
Speaker 2
Okay I see So um if that's the case sir I think um the last option that you will need to do is to reset to do a full factory reset and reconfiguration of your router and like setting it up again Um since this router is no longer under warranty we can no longer provide free [silence]
13:00
Speaker 1
Uh-huh. how long should it take to set it back up? Well, you said it's $15 an hour for the paid help. So do I do that with you or somebody else? Okay. Well, let's do that. That would be easier.
14:00
Speaker 2
free technical assistance but I can send you an email instructions for that. Or you can also avail the paid service that's $[REDACTED_PAYMENT_DIGITS] an hour. Just like a couple of minutes since you just have to press and hold the reset button of this router for [REDACTED_PAYMENT_DIGITS] seconds, then the network name will go back to its default name that you can see at the bottom. And then you have to connect to it and then access that website again, using a computer. Then there just follow the on-screen instructions for the setup. Yes, sir. Yeah, you will do it with me. Okay. Hold on just a moment. Let me just arrange your payment.
14:00
Speaker 1
Got 38. 10 M 33 B 00808.
15:00
Speaker 2
For you. Can you verify, again, the serial number of this device, please? Okay, check it. okay, just a moment sir. and your currency is US dollars, right? okay, so let me just pause recording. alright, so i'll be gathering
15:00
Speaker 1
David Kingsbury, 4147098 21-68 91638, three of 31, 259. That's me. Yeah. I'm five zero two four. where are you gonna send me? oh okay yes I see it sorry I went to my credit card so okay
17:00
Speaker 2
Okay, so let me just search this one just a moment. All right, so I'll just send you the receipt. Let me just send you the receipt for the transaction. I'll send it through your email. Okay, all right. I see, I already sent you the email. All right, so, let me just refresh
18:00
Speaker 1
All right, let me get to there, row. Red button. Okay. I mean, if that's oppressive.
19:00
Speaker 2
Okay, so yep. Let's proceed. Just reset your router first. Just press and hold the reset button, the red one, for 15 seconds. [silence] Yes.
19:00
Speaker 1
Okay. That should be 15 seconds. [silence] I'm getting a blinking blue light. [silence]
20:00
Speaker 2
All right and what's the light of the router? All right that's good so let's just wait for the internet light to have a blinking orange light
20:00
Speaker 1
Did you say a blinking orange light? Okay. Yeah. Yeah. I was on my laptop earlier. It's in a different room. Yeah. I'm not getting an orange light yet, though.
21:00
Speaker 2
yes. and also check your um do you have like a computer or a laptop that we can use. okay, let's use that for this exec. okay, good. okay. uh
21:00
Speaker 1
where would I see that? oh well let me go back to the computer here so back in my router settings or my Wi-Fi settings you said. all right all right and I'm not even sure where you find that out of max let's see settings here we go Wi-Fi [silence] So what am I going to look for? I don't see where it's showing up at all. It's not connected. Turn it off and on, maybe. Well, not connected. Yeah Yeah
22:00
Speaker 2
linksys is the default name of the router. Yes. [silence]
23:00
Speaker 1
not showing up yeah hang on a second it is no it's not yeah okay yeah that's what I was referencing it's a really small button
24:00
Speaker 2
How about, um, caught anything on your phone? How about on your phone? Um, can I check first if the router is now blinking orange for the internet? It's still blinking blue. Can we, um, reset it again, like, press and hold it for 30 seconds this time? Make sure you, you press the red button, not the WPS. Yeah, you might need a pen for that, if you need it, to make sure. [silence]
24:00
Speaker 1
my needle what yeah I used the tip of a mechanical pencil before
25:00
Speaker 2
a pin or a paper clip to push it.
25:00
Speaker 1
[silence] Okay. [silence] Now I've got a single blue light. [silence] Now I've got a series of blue lights. [silence] Hmm. Well, I'm getting pretty much the same as I had before. Yep. I'm not seeing anything showing up for Linksys on my networks that come up. Lotta my neighbors stuff. Just unplug it. How long should I leave it unplugged? Does it matter? [silence]
26:00
Speaker 2
Try to reboot the router instead, like turn it off and then turn it back on. Yes . Just for 10 seconds .
28:00
Speaker 1
Yep. Okay. It's just like. Well, there's a couple of cables here. Let's see. [silence] Does it matter if I unplug both? I'll plug it. All right.
30:00
Speaker 2
And then quickly disconnect the Ethernet cable.com. And then reset it again. The one that's on the internet line. The yellow one. The one that says yellow label[silence]uh, yeah, you can plug all of the cables.com.
30:00
Speaker 1
Correct. Lines off the reset button. plugin the cables back in. Hmm. no there's on the front of it there's four different it says one two three four and a couple of those are lit up that's something to do with the connections on the back right?
31:00
Speaker 2
Oh, not yet. I'll just wait for it to reboot. then let me know if it will reset. Only the power light has a blinking blue light.
32:00
Speaker 1
I don't have the. I don't have that one plugged in. Should I plug that there? No, that's not on. You got a problem? [silence] And again, you don't need the yellow one plugged in for this? Okay. [silence]
33:00
Speaker 2
How about the internet? How about the internet light? It's... But the power is still blinking blue, right? The power light. Okay. Give it a few minutes. [ silence ] Yeah, not yet. Just to make sure that we can reset it first.
33:00
Speaker 2
Still no light on the internet. [silence] But the internet has, no light or it has a blue light? No light. Okay.
34:00
Speaker 1
[silence] [silence] how many times? Five times? [silence] So unplug it, count for two seconds.
35:00
Speaker 2
Kylely do like a recovery procedure so on the power adapter like the pin right the power pin on the side beside the switch Kylely unplug it for 5 seconds and then plug it back in count for 2 seconds unplug again count for 5 seconds and unplug plug it back in count for 2 seconds you do it 5 times 5 times. Yeah. Unplug count for 5 seconds then plug back in count for 2 seconds.
35:00
Speaker 1
[laughter] Do that sequence five times. I might have lost track there. [silence]
36:00
Speaker 2
Alright, then, just, leave it plugged in, for, for, for it to reboot. [silence]
37:00
Speaker 1
Do I need the internet cable plugged in now? All right. And then the ether, and I guess it is. So if this is an internet cable, how is it going to get internet without being plugged in?
38:00
Speaker 2
Not yet. The light will still turn on and then yeah just to isolate the router if it will reset or not without the ethernet and the...
38:00
Speaker 2
Can you try to check the Wi-Fi list if the default name is there? Your Wi-Fi list on your phone, the Wi-Fi settings or the available networks. But how about your old network name? Is it still there? Nothing? Okay. Hold on. Just a moment. Okay. I just need to check something on that one. Okay. Thank you so much.
39:00
Speaker 1
yeah I'm still here no I turned it off for 30 seconds and just started it again [silence] but no orange light right it's [silence]
42:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Still no light? Okay. If that one would seem [silence] No orange light and the network name is still not showing up, right? Okay. So, yeah, I have checked on this one. Um, [silence] For your case, it will be escalated to level to technician if the orange light won't still come out or the network name of the router won't come out. So, I have to escalate this one for level.
42:00
Speaker 1
yeah okay yes that's correct okay thanks hi bye
43:00
Speaker 2
2nd technician and you just have to wait for their callback within an hour. Are you alright with that? Okay. So, yep, so we'll do a advance troubleshooting for that one or just checking more something on the router. All right so just keep your lines open. Um, your callback number is 952 334 8866, correct? Okay. All right, Sir. So just wait for their callback from our level 2 technician and you may end the call now. All right, you're welcome. Bye.
43:00