Speaker 1
Then they should settle. [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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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.
00:00
Speaker 1
Yeah, I think we studied where we wrote studies to use your phone. So the wiring's costly. Yeah, we had our password on the power. Yeah, we put a, put a hardware on my other vision. [silence] IDK, man, you have avail what? Like, oh, that was good. sound like there's something on my wrist. You know, what? Um, hi, we called yesterday. We let, we let it we have, we had to reset our Linksys router to a factory setting and and then we're going to have to reset it up and we're out of warranty. So they told us we could either call back and pay for support or try to do it ourselves and the directions they sent us, we we're not we haven't been able to do it ourselves. Can you help us with that?
02:00
Speaker 2
Thank you for calling Lincoln City. My name is Gerald Okunale. [silence] Sure, so you want to proceed with the payment. Right?
06:00
Speaker 1
Yeah, um, they, they, they gave me a ticket number. Does that does that mean anything? Yeah, I'm Debra. Yeah, we, we, we'd like to, a one time support session. We can.
07:00
Speaker 2
I was able to pull up your record here using your phone number. Are you Deborah? Okay. Let me open my tools right here. All right. Okay, my tools: now algorithm. Just to be clear: ready? this one. I know the last technician probably: already told it to you but okay. So we do not: store your card information here. I'm going to ask for your card info. And I'm going to pause the recording. Also this is one time non-repundable technical support lasting [REDACTED_PAYMENT_DIGITS] minutes.
07:00
Speaker 1
Okay. Again, how much how much is it? Okay. Okay, that's easy. Okay, sure. Okay. You need my card number now, is that it? Okay, hold on. Four, four, zero, zero, six, six, nine, two, two, two, three, five, seven, nine, four, nine. [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS]
08:00
Speaker 2
$[REDACTED_PAYMENT_DIGITS] or $[REDACTED_PAYMENT_DIGITS] Alright, let me, alright, let me pause the recording now. Alright, yeah. What's the card number? What is the expiration date?
08:00
Speaker 1
705. ... Okay, that's fine. [silence]
09:00
Speaker 2
[silence] [silence] all right and I'm gonna charge you $15 now okay? I'm gonna resume the recording as well all right thank you
09:00
Speaker 1
Okay. We reset our router. We we got our PC working today through the PC support and I'm on the PC via my mobile hotspot, but I don't have internet in my house. Yes.
10:00
Speaker 2
All right. Okay, that's good now. Let me see. Okay, so what's the status now? Like, you don't have internet, right, and you reset your router?
10:00
Speaker 1
Windows 11. No, there's there's my husband's looking. Yeah there's a there's a cable that goes between the router and the and the modem. There there there is a yeah there is a
11:00
Speaker 2
Is your PC a Windows 10 or 11 or a Mac? Thank you. Does it have Ethernet port? No? Okay. Will connect Wi-Fi then. The back of your links router, there are ports. Where is the cable plug in? Is it plugged into the Internet port that goes to the modem Internet port or Ethernet port? Thank you. Sorry, you're breaking up. Did you say that it's connected to Internet to modem?
11:00
Speaker 1
um, uh cable between the two, pieces. Between the modem and the router. on off, it's just the just the two devices. It's that right now, it's a steady, uh, orange light. on steady.
12:00
Speaker 2
But... got it. But there's no device in-between, right? Like a switch hub or something? It's directly connected, okay? Okay. What's the light on the top of the router, the word, the word lynxs? What is it? flickering or solid. Oh, that's no internet. Okay. Let's go to your wi-fi settings. You can use your laptop.
12:00
Speaker 1
Figuring out how to get there now that we just redid the whole computer. Okay. Things are looking different, so. Internet. Okay. It says wyi-Fi connect, manage, no networks found, met connectivity, network, is that what I'm looking for? Now, my computer is connected to my phone we're speaking on. That's a connected. I wait. I need to figure out how to do.
13:00
Speaker 2
Look for the wi-fi name Linksys09350. Is your printer connected to that? oh disconnect your printer to that then Look for the wi-fi name Linksys09350 [silence]
13:00
Speaker 1
this uh she have to hit the switch to turn off the wi-fi to disconnected i shouldn't have to do that yeah what you need to turn off the yeah yeah this one should be okay. see i should do it from the phone yeah it should be somewhere right so you have to extend that down uh right here It's off. Okay, that's that's off. okay now i have to look through the book more came up [silence]
14:00
Speaker 2
Yeah, you have to turn... oh, no need to turn off the Wi-Fi. No need to turn off the Wi-Fi, just just just disconnect from that network or turn off the mobile hotspot that will disconnect your computer. Yeah, you can do it on your phone. Now let's go to the Wi-Fi settings of your laptop.
14:00
Speaker 1
Nothing came up. Oh, it's not in there. Wi-Fi is on, but it doesn't say, nothing nothing came up. Well, there's things are up, but it doesn't identify are doesn't have it. There's no networks. Uh huh. Yeah. It doesn't see the whole. There's. Okay, so I pressed it. Now what? Mentions connection.
15:00
Speaker 2
[silence] Oh, that's weird. Well, let's You see the windows key in your keyboard, right? Can you press that? Yeah, press that and then type in network connections. press the windows key and then type in network connections. That's the word, network connections. Uh-huh.
15:00
Speaker 1
Is that what we want? It comes up, it, it comes up Bluetooth network connection not connected and Wi-Fi not, not connected. That's all that comes up. Oh right, well, we're looking. Okay. Okay, it, it came, it, it's brought up uh. And, and now we're looking for lynx is 09350. is that correct? Could be zero.
16:00
Speaker 2
Yes, click that. Now, what do you see? left right click a Wi-Fi option and then there'll be another option disconnect or connect or connect disconnect. Something like that. and then click that. Yes, there are probably two showing, one is with 5 gigahertz, the other one without 5 gigahertz. So connect to the one with underscore 5 gigahertz at the end of the white landing.
16:00
Speaker 1
Did you see gigahert? I'm looking for it. I'm not seeing anything about gigahert, and we see one- Yeah, we're getting the whole neighborhood here. Yep. That one we found. That was the first one that came up. It was up there all the way at the top. Was it? Oh, I see. Okay. Connect. Okay, now I need that password. And the password is. Now is this the password that there on the on the bottom of the device, it says wireless password and then there's RPNr?
17:00
Speaker 2
uh just find the links that zero nine three five zero then at least that okay connect to that if it's asking you for a password there's a password at the bottom of the unit the router use that yes the bottom on the device yes that's the one
17:00
Speaker 1
So hold it. Maybe. It won't. Yeah, that's it. Okay. And then hit next. Okay. It doesn't work. It didn't work. Okay. It didn't work. No, it's just the neighbor's. device. Now it says the next, and the link says no internet secured. My my, my, my, my, my, my option is
19:00
Speaker 2
Yes. Mm-hmm. Okay, okay.
19:00
Speaker 1
Discon, connect. Does that mean it's connected? Okay, I don't even know where it is on this computer. Well, it says, I can't reach this page. It says, it can't reach the page but how could it reach it if it's not on the internet? Right. Oh. [silence] Well, we're looking mehe.
20:00
Speaker 2
Oh, that means it's connected but no internet, but that's fine for now. We're going to figure out how to fix the internet. Um, open Google Chrome. I know you don't have internet connection, but just open Google Chrome. Now, I'm going to give you an IP address or a number, just stop this number into the URL bar. Just let me know once you're ready.
20:00
Speaker 1
Yeah, 192 192 168 dot Okay. So 192.168.1.1. Okay. It came up with Linksys smart WiFi setup. Okay. Don't hit that. Don't hit that. I don't hit that. Come
21:00
Speaker 2
that is 192.168.1.1 press enter 168 that's one that one great and then enter uh look for the manual configuration and click that you have to agree first to the license terms condition and dot not dot not click the button next this manual configuration
21:00
Speaker 1
Manual configuration. Here we go. Thank you for your patience. This is not our world. It's saying, please wait. And it's, yeah, it's doing a wait. It's a, you know. OK. What? It didn't like it? Then it says, internet, it came up, internet connection is down. I think it's running. I'm not asking for a password. I mean, you must have an internet connection to log on to your Lynxsys, sorry, your Wi-Fi account. You can log into your router without internet connection and select, and activity and then internet settings tab to view and change connection settings. You'll need to contact your internet service provider for help with these settings. [silence]
22:00
Speaker 2
Oh, you get very welcome. well, what do you see now? Is it asking for router password?
22:00
Speaker 1
To log into your router without internet access, click log in. Please wait. Okay, then one side of the screen says, internet connection is down with a bunch of service. And the other side of the screen says, access router, router, router password. Right. Okay. Click sign up. Um, now it's back to wait. Trying to bring up another screen. Okay. Okay. Now a whole bunch of a screen came up.
23:00
Speaker 2
yes click that nlogin n enter the word admin for the password all in lower case the word admin alright what do you see now [ silence ]
23:00
Speaker 1
Smart Wi-Fi tools. And... The choices are network map, guest access, parental controls, priority, speed check, external storage, router settings, can activity, troubleshooting, Wi-Fi settings, and security. And then it's then there's some Yeah, I am. And And it's one up, I guess it's Yeah, status diagnostics and logs.
24:00
Speaker 2
on click troubleshooting are you in a troubleshooting page there are three tabs under troubleshooting remain on the first tab that's status below that there's option devices and report you click report and then tell me the firm revolution
24:00
Speaker 1
I see I see devices. I need to report, okay? The firmware version is 1.1.6.209.797. I will... Ports. Okay. And what it shows ports and it says internet and it says 1 GBPS and there's an X in that box. Right. Right. Like a mini a mini spread sheet there. That's the only one that has anything in it.
25:00
Speaker 2
scroll down to the bare bottom of that you will see ports with boxes you see the they're in line with the internet right the word internet OK what about the one two three four is there a x mark [silence]
25:00
Speaker 1
There's no X. There's no X marks. Okay. Internet address, um, IPv4.0000.7 zeros.
26:00
Speaker 2
Or no axoom. Okay. Okay. Quick diagnostics. Go to diagnostics second tab, under troubleshooting. And look for internet address IPB4. What is it? Okay.
26:00
Speaker 1
I'd like to change since the reason we're doing this is that we we were scammed and they got into my system Wi-Fi settings okay Okay, uh, do I, do I, do I, do I can take the links, this out and put my own name in? We'll turn virg
27:00
Speaker 2
[silence] All right, I D click click the okay button, and then let's go to the Wi-Fi settings. Do you want to name the Wi-Fi the way it was or you want to keep it the default name? [silence] Oh, okay. then let's change the Wi-Fi password and name. So, go just click the okay button and then go to Wi-Fi settings. That's on the left hand side under player settings and then from there, you can change the 2.4 in name in 5 GHz and set up links 09350 customize it to whatever name you want for it. [silence]
27:00
Speaker 1
And, and, and it can be just letters. It needs to be letters and numbers. Okay. Okay. And then I, and the password I do the same thing? Should I change the password too? Okay. Nick, click, okay.
28:00
Speaker 2
[A few seconds of silence] It doesn't matter. Whatever name you want Brett. Yeah, change the password. [silence] And make it simple instead of the one the default password. And then click apply.
28:00
Speaker 1
And it came up the wifi name. I guess that I need to be ate to it didn't like the Wi-Fi name. I click to apply in a didn't like it. it's telling me question mark age too set 64 characters for the Wi-Fi name. And I put in more than and I put in more than eight. You exactly. Did you see all the letters? I did it with all letters. maybe it's what? maybe it's other. Okay. That wasn't enough. Again, I'm I'm fine.[silence]
29:00
Speaker 2
[silence] Leave the Wi-Fi name and password before you click OK or yes? Oh, okay. Maybe it's a password. Maybe it's a password. made of try different password.
29:00
Speaker 1
school now another screen popped up your updating Wi-Fi settings um do you want to continue and it's showing what I put in there and then asking if I want to continue take a photo of it okay
30:00
Speaker 2
1 special character and 1 capital letter at least 8 characters or 10. [silence] Before you click continue take a photo of that screen because you're going to need that. Yes. And once done,
30:00
Speaker 1
Good idea. Okay. Okay. Okay? Okay. Some kind of error. Now a big red mark came up and it says applying changes, your router is applying changes. This action you perform may cause devices to temporarily lose connectivity. This will take a few minutes and once it's okay, is that correct? Now it's saying router not found, you are not connected to your router.
31:00
Speaker 2
Now, you can press continue. Yes, press OK.
31:00
Speaker 1
let see, my screen is frozen here, i, i have to hit retry or, that's my only option, is retry, and everything, oh, oh, okay, the whole lynx's page? i should x out of? okay. okay, so now, what? but I'm going through my, my settings on my laptop now, not through lynx's, is that correct? okay.
32:00
Speaker 2
and find the Wi-Fi name you created, connect to that. Just go, just close the, close the whole browser, the whole page. Yeah. Yes. Now, go to network connections again, so that you can connect to your new Wi-Fi your, your updated Wi-Fi. Yes, correct. Go back, yes, go back to network connections.
32:00
Speaker 1
I'm not seeing a connection again. I am, and no, and no, and no connections are coming up network. I've done this, Wi-Fi, VPN mobile hotspot, airplane mode, proxy dial-up and advanced network settings, they're my choices. am I in the wrong place? and Windows key.
33:00
Speaker 2
she oh i'm gone mess you in the network connections and internet and look at [silence] for network and sharing center [silence] how about let's press the key key again the windows key [silence] Yeah use it again on your keyboard ah
33:00
Speaker 1
Okay, I did. I don't see network connection. I see settings. I have to type it in. View network connections is what I want. Okay, and now I'm back. It's still showing me there's no Wi-Fi connection. We're back where we started. Okay. Connect disconnect.
34:00
Speaker 2
and. Type in network connections. Type in network connections. I know. You have to type in network connections. This is what you what you did last time. Yes, view network connection. Right click Wi-Fi. Connect disconnect. That's one.
34:00
Speaker 1
Okay, so now I'm seeing the new name I just gave it. That's what I want. Okay, now it's asking me for a password. It's just the password I just put in.
35:00
Speaker 2
Yes, connect to that. Yes, the one you created. [silence]
35:00
Speaker 1
it says, it's verifying and connecting, but it hasn't done anything yet. You just can take it. minute. should this be taking a while? Okay, now, now it's now came up. It says, no internet secured, and my option is disconnect. That's it. Turn it all right. Okay. Okay. and nod it. That's the blocks. Yes, that is. Okay.
36:00
Speaker 2
Sorry, you're breaking out. Did you ask me a question? No. All right. All right. Turn off the modem, the Spectrum modem, unplug it from the power source, wait 10 seconds before you plug it back in the power source.
36:00
Speaker 1
Okay, one's back in. There's two icons that came up on the lengths. And we have one blue light on the monitor. Um, the lacer lynx went out. Turn down just one. Is something supposed to be happening on the computer screen? Or? Well, this is- this is, you know, the blue light of the connection. Okay. Yeah, there's one blue light blinking on the motor.
37:00
Speaker 2
[silence] No, I mean, we're just waiting for the modem to fully boot up, to restore the internet. If there's really internet coming from the modem, then we should be able to restart.
37:00
Speaker 2
Okay, let's wait. Let's give it two minutes. No, three minutes. Let's do three minutes. I'm setting timer now. I'll let you know when the timer is up. [silence]
38:00
Speaker 1
You want to your phone? Yeah, I guess. We don't really need the if you'd get back to it. [silence] That's a blue red button or rather yeah, yeah, much off. off and on. Okay. And now it now it's coming up connecting and it says can connect automatically. I just hit connect or leave it alone. Managing the link is there. [silence] Okay.
39:00
Speaker 2
All right. Now turn off the outer and turn it back on. Quick off and on. Unplug it from the power source, plug it back in. Quick, unplug and plug back in. Just leave it alone for now. Let's wait for the router to fully boot up. [silence] All right, the Wi-Fi seems to be working now. Oh, no, it's not.
41:00
Speaker 1
[KEEP_UNCERTAIN] when we're anxious to still let... and then we'll do... and once we have all of our devices, give it a soon. I guess. I don't do that either. No. I think it'll probably come off. Yeah. half of them will be, you know. I don't know if it's going to be just anything like this. Okay. Now now it's saying, connected, secured. And my only other option is disconnect. Well, the test. Okay. Yes. Look at that. Netflix just came up. Yeah, Netflix just came up. Um, let me let me try one more, make sure that anything else comes up. Okay. Yes, yes, you bet. Okay. Yeah. Okay. Yeah, yeah. Yeah. Yeah, it looks like it did cuz you two just came up. Yeah. And it makes me very happy. I appreciate your help. Yeah. It's a long road. The With I I think we're good. Um, that was that was the big thing we were trying to get done.
43:00
Speaker 2
Okay. Now, can you open a website like any website? All right. So, you, it's working, right? Just trying to confirm. Internet is working. Okay. Make sure everything is working. How about while you check it. That's good to hear then. Mm-hmm. Ratchal com. Do you need anything else, or anything else I can help you? I'm sorry.
44:00
Speaker 1
to then we can connect our other devices. Yeah. You too. Have a good weekend. Thank you. Thank you. Bye-bye.
45:00
Speaker 2
Okay, well, I'm glad I was able to help. And if nothing else, I hope you guys have a nice evening. You guys take care. Thank you so much. You guys, thank you. Thank you. Bye-bye.
45:00