Speaker 1
Well, it's in our in the whole line.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
I just, I just, just that. Right, yeah. That would be nice. So is that what structure? That's what structure. the ISM is a but yeah that this month yeah so that okay okay okay okay okay okay okay okay there we go okay okay okay cell Fate about it out the to do this before cause it looks like I ran out of his out Hi. Carla. We're having a problem with our Linksys. uh modem. Um. Yes, uh we lost internet connection. uh i've
02:00
Speaker 2
Thank you for calling lynx, this is Carlos, how may I help you? Yes? Is it like no internet connection? [silence]
04:00
Speaker 1
called my internet provider and they said everything's good on their end that it must be the modem on our end yes but no, I believe I've called before because they have other notes about it okay 8 1 4 6 0 2 9 1 4. 2 9 2 4 2 yes yes spectrum
05:00
Speaker 2
Okay. Sure. Um, before we continue, let me just create a record. Have we got this before or this is the first time? Okay. I may ask your phone number. Let me try to pull up your record using your phone number. I didn't get it. repeat it again please Okay, again 8146029242 correct. And who's your internet provider, sir? Oh, okay.
05:00
Speaker 1
That's me, yes. Correct. Yes. No, that's the router. Uh, that's the router. [silence] [silence] On the back where it says Internet? [silence] [silence] [silence] No, there's no light. [silence] [silence]
06:00
Speaker 2
I was able to pull up a record here. It's under Mr. Michael Widger and the email address is mikewidger, m-i-k-e-w-i-d-g-e-r, at hotmail.com, hotmail.com. Okay, and is your Linksys router an E4200? Or you're calling for a different router? Okay. Okay. And the light on your router right now, so what's the color of the light on your router? Um, on the front, uh, there's any light on the front, like under Linksys?
06:00
Speaker 1
on the front of the unit. On the back, there is a green light flashing where it says internet. Um, I, I it doesn't say that. I we're not sure about that. We just know that we don't have that our cameras are not receiving the internet. Um, let me, let me check my my computer real quick here. Yeah, we'll do.
07:00
Speaker 2
on the route on at the back. yes uh huh. uh huh. and then um on yours on your computer right now it shows or on your wireless device it shows connected but no internet. um huh. are you able to confirm that from that your computer it was in fact us uh not sure that that cognitive we're not here.
07:00
Speaker 1
All right. It says it's connected and secured. Now, I have two different, I have two different link systems on here. And one says Linksys 00596 and then the other one says Linksys 00596 underscore 5G HZ. Okay.
08:00
Speaker 2
Yes, sir. Because your wireless router is a dual band, it can broadcast 2.4 at the same time it can broadcast five gigahertz. Okay? So the one that doesn't have five, that means it's a 2.4; the one that has underscore five Gs.
08:00
Speaker 1
Right. And then that one said, uh, no internet. I am looking right now. It says, I was connected to, uh, to the five. Um, but it says, disconnect. Let me check information. Hang on. It says dot dot dot dot dot dot dot dot. I don't see where it says if it's connected or not. I'm sorry. [silence]
09:00
Speaker 2
That's the 5 gigahertz. but about 2.4 the same thing? No. in. Is. it connect your computer, is. it connected to 2.4 or five? Yeah. You know. [silence] Can we go back to your I know and. are we supposed to get locked? Um. Um. When you look at the wireless icon. We open up a browser. [silence] Open. [silence] Um.
09:00
Speaker 1
That's what I'm checking for you. Um, I'm not sure. Okay.
10:00
Speaker 2
still not connected, uh it shows but in your on the name right now at below that there's no uh like, it there's no information if it shows connected. okay. is your, um is your computer right now have an ethernet port? okay. type in http colon slash slash myrouter because since you don't have internet connection right now when it's connected to the linksys. we are going to validate it, sir, before we like um reset or do any configuration on your linksys router. so we need to like check it first, uh or we need to confirm from the uh modem. though your internet service provider already mentioned that
10:00
Speaker 1
No, hang on a second. I'm not going to do that. Let me double check something here. On the modem, there's only one light. It's on the back where it says Internet and it's flashing green. Oh, no, you're talking about my modem. Yeah. On my modem, it says power and it says online. [silence]
11:00
Speaker 2
Currently, there should be no issues problem right now with their modem, but we need to verify it, sir. Mhm. So, we are going'in to like bypass the uh LinkSys and connect a uh computer straight to the cable modem. [silence] Mhm. But, what are the lights on your modem, sir? [silence] How about power? There's no power. [silence] Uh, what's the brand of your, um, [silence] Oh, yes. [silence] Okay. [silence] Um, let me verify this. Did you like uh do a power cycle, like, make sure also to hard reset it before we connect?
11:00
Speaker 1
We did unplug them and then plug them back in. There was also a recent storms where we might have lost power. Um, but let me. Yeah, go ahead. Yeah, I called spectrum and and I checked with my neighbor and the internet is working here. So, um, let me look at my device and let me take a look at my Wi-Fi.
12:00
Speaker 2
Turning off your linxers and then turning off your modem. because actually sure I'm not really sure if you are on the same location with my previous um customer that called earlier like um they have an outage in their area like their internet is not working same thing due to some um storm lightning.
12:00
Speaker 1
And I'll tell you what it. I could do that again. Yes. But it's just. Yes. All right. Let me try that again. I'll unplug both the router and the modem. Okay. Okay. Okay. Okay. All right. So I've still got 30 seconds before we can plug it back in.
13:00
Speaker 2
When you power cycle, sir, like, did you, like, turn off the router and then turn off also your modem? Okay. Can we try that, sir? Like... Okay, go ahead. Mm-hmm. Yes. You turn off the modem... the router first. Okay. And then followed by the modem. Okay. Leave it off, both devices, for, like, 30 seconds to one minute. Okay. And then you start the modem after a minute. You start the modem first. Wait until the lights on the modem were ready. Like the power and online, and then that's the time that you're going to turn on the Linksys router.
13:00
Speaker 1
I appreciate your help on this. I'm trying to get this sorted, Dave. Okay. Okay, I'm going to plug the modem back in and I'm going to wait until it says online. Is that correct? Okay. Right. Power right now is blinking blue and the lights on. Okay. Now the power is steady blue.
14:00
Speaker 2
yeah well but wait yeah I actually go to the why um hum hum online and power
14:00
Speaker 1
but the online, yeah, the online symbol hasn't come on yet. So we'll wait for that. I'm wondering if my online does not come. Oh wait, hang on. It's blinking right now. There we go. Okay.
15:00
Speaker 2
How about the online? Okay. Are you online? Uh huh. That will come up, So even though the the router is off. [silence] [silence] [silence] Uh huh. That will come up, And even though the the router is off, The actual.
15:00
Speaker 1
Yeah, gonalugging-in the router.
16:00
Speaker 2
going off communication so we'll be playing the the channel no? We may change this optional wireless.
16:00
Speaker 1
Okay, links, US00596 just popped up, obtaining IP address. checking the quality of my internet connection. It says, Linksys00596 underscore 5GHZ internet not available. It says that the 00596 is connected. right, right. it's connected to that one. that it is a Windows. okay. hang on one second here.
17:00
Speaker 2
It's connected to the zero zero, that the one doesn't have underscore five, right? Um, your laptop, is it um Windows or Mac? Okay. Can you then um check, sir, if you can access now the internet? [silence]
18:00
Speaker 1
what happened some people can they say hi it seems like i have the internet on the computer it it still shows so it shows the the link se is connected and then the link says 5g says internet not available on that one but we're going to try our other thing okay let me try if i can connect to that one okay that one is connected we're checking on
19:00
Speaker 2
Okay, all right. Thanks a lot. Well, I think you're right if you're patient. So, yes, regarding the replacement, they're very most Jim. Okay. By the way, um, that may- Can you um, try check if you can go- try to connect if you can connect to the 5G, then check if you can go online. Check if you can go online using the 5G.
19:00
Speaker 1
Right now. That's okay. Um, do you want to try the TV, huh? See if it'll work. Yeah, give us a a a chance here. It says we're connected through the five G and that's what maybe the confusion is that we have two different network off the same router. Um, and then how do I get all my other devices to make sure it goes to the correct router or to the connect Linksys? The same thing. Okay. [silence] It does. Yeah, it looks like it works. Load your apps and see how it works on the smart TV.
20:00
Speaker 2
Okay. What two names are coming from your um router, same router, yes. They just have the same Wi-Fi bands, which two Wi-Fi bands. They both are using and giving you um the Wi-Fi.
20:00
Speaker 1
yeah okay so the our TV uh is not working because we have a amazon fire or we have a fire stick the TV is not working uh our cameras our security cameras are not working
21:00
Speaker 2
like for the 2.4, that's mostly, um, uh... devices that we connect like TV's like sometimes cameras like um other devices that doesn't support 5. Buh but like for example new modern products like your phones, latest phones that supports 2.4 and 5, because 2.4, it's like uh slower speed, but higher range. Kay? But with 5, it has like faster speed, but it's kinda uh lower um range, shorter range. Mhm.
21:00
Speaker 1
I I couldn't tell you. I I It was all sex, yes. Yeah. Oh [silence]
22:00
Speaker 2
Um, are they connected to that linksys name like the zero zero five nine six? Um, let me verify this with the previous setting before you encountered this issue right now. Your network name, is it the um already zero zero five nine six or it was a different name? Please always links. You may try to connect your tv or your fire stick sir to that links is zero zero five nine six the one that doesn't have five as well as your cameras. But again, they will be on the same network. Even though, um, your phone is connected to five and your other [silence].
22:00
Speaker 1
Okay, let me try something here. Do you want us to connect to the one that says 5G? Well, that's one on my phone, but for this, the other speakers, let me double check. hang on. Leah. So, they want us to try. How do we connect to our?
23:00
Speaker 2
devices that are connected to 2.4, they can still communicate since they are on the same network, but they have just different wireless band. Is that on the phone or what device are you trying to connect to? um any oh it depends on what type of product that you are using sir [silence]
23:00
Speaker 1
All of them. This one's on our our Amazon fire stick. Our cameras aren't are not connecting. We switch to the other um router name that you said. Is now on the on the router, I saw a reset button. Can I press the reset button? [silence] What kind of setting? We don't, we we don't know what kind of settings we have on this router or anything.
26:00
Speaker 2
If you reset the router, sir, it will erase whatever setup that you made on the router. like it will set up. It will set to back to default settings. Like, it will erase whatever settings that you have set up on the router. Like, it's going, you're going back to scratch. But on your, I suggest, sir, on your um, cameras and TV, um,
26:00
Speaker 1
The lower one, that's what it was connected on before, but we'll try again. So go connect to the, not the 5g, the other one and see what happens. At first it said no internet, then it said connected. And now we're gonna try to turn on the TV. Oh go to YouTube. Yeah. Yeah, we haven't, we're not getting any... [silence]
27:00
Speaker 2
try to connect on the 2.4. [silence]
27:00
Speaker 1
and he network. um, I mean network thing, old, I'm going to try another TV upstairs. So, the power did go out at our house because I see that our, our clocks are blinking. Would that have erased the, um, configuration? Yeah. So, what do I do to at this point to reset it or to,
28:00
Speaker 2
sometimes. it may affect the um the configuration or the settings, especially that lighting. okay. Uh the links are [silence]
28:00
Speaker 1
to. to. re-establish the the router so that it works. to. right. to. yes. that is correct. so the router must not be providing service. I I think my laptop, well, my phone. Let me see. My phone always has internet service because it can use the data through, through the. through the system. Let me see. Let me see. It says I'm connected. Now how, I can look at details, right? So I look at details and I can,
29:00
Speaker 2
you're watching, right now? So, none, right now. So, your devices are not connecting to the internet. But how about your um laptop and your phone? Uh, without the data. Sir, without the data. Just use it uh uh Wi-Fi just to test.
29:00
Speaker 1
Okay. Okay. that's working so that I can watch videos on my phone. My laptop is connected, I believe, as well, because I did the same thing. But like I said, our our Amazon uh, Alexas, our uh DVS
30:00
Speaker 2
How about open a browser or any app like youtube on your phone. How about your laptop.
30:00
Speaker 1
And our security cameras, which use the Internet to communicate, are not working. Yeah. But I'm, I, I, I, when they say online, I have to look to see exactly how they're online, right? Like, how can I tell what I'm, what I'm using? Let's see here. Linksys, it says, Internet access. So, it shows that I'm connected to the Internet. Let me just try to load up a new page that I've never loaded up before. [silence] Let's see if [silence].
31:00
Speaker 2
But your phone and laptop's are online already, correct?
31:00
Speaker 1
Yes. I do have Internet on my computer and I have Internet on my phone, but we don't have Internet on our Amazon Firesticks, our Alexa and our security cameras. Uh each one of those. Yes. Well, that's what we the the cameras are connecting. What about this WPS button on the back of the router? What does that do? Oh, and yeah, that then it will then it will then it will set up. [silence]
32:00
Speaker 2
Okay. Okay. Excuse me. Have you tried checking it if it's still connected to the network? That is, if you are just going another way to connect, and wireless to the router, like, you can push the WPS if your wireless device supports that kind of feature as well.
32:00
Speaker 1
[KEEP_UNCERTAIN] Let me try to press that to see if that will cause it to connect, hang on. I'm not sure because we have multiple devices, sorry. Okay. So I pressed that button, and I'm going to go to my Alexa and see what happened with you guys, Google. No way, Alexa, are you connected? Angelica: Unfortunately, I'm not yet connected to your Wi-Fi network, can you help me?
33:00
Speaker 2
yes they have a WPS also on your device [silence]
33:00
Speaker 1
you basically just plug them in and then they find the network, correct? yeah. okay. let me try to unplug it. plug it back in. go ahead. yes I do. and I will I'll try to get that app up. see. okay. I have my Alexa app open. [silence]
34:00
Speaker 2
I'm not really sure with that one, sir, because I'm not familiar connecting this. I'm not trained with Alexa. I think, um, do you have any app on Alexa, sir? Yes, they have. Um, OK.
34:00
Speaker 1
Now, what should I be doing for the Alexa app to see if I'm connected to the internet? Yeah, I'm sorry. Am I new to all this? Yeah, too. So, it says that my service is offline. Try again later. under my mobile number. So, it looks like it connects through my phone. So, my phone is connected, but it's saying that the service is offline.
35:00
Speaker 2
Are sorry sir but uh huh Oh please
35:00
Speaker 1
I'm trying to see. It says, mobile number service is not available, try again later. That's what I'm trying to figure out is... [silence]
37:00
Speaker 2
but your phone is not connected to Wi Fizer right and it's getting internet
37:00
Speaker 2
have you already tested it on your laptop which is already connected wirelessly okay we tried even the 2.4 and the five and as well as on your phone leave a message and get meaning in a minute to know
38:00
Speaker 1
It's an Android. It's a Galaxy S 21 plus. Okay. So Wi-Fi says it's connected and secured. IP assignment. I'm looking at those networks.
39:00
Speaker 2
um what is your phone sir because i'm not uh uh what's the brand uh you may try um check it on your um like laptop sir um you may try to search it over on uh search it on google uh on how to turn off the data on this type of model
39:00
Speaker 1
I have a physical back address. Updating wireless network driver find your IP address easier, run an internet speed test setting Wi-Fi as metered no. Yes. Yes. And I'm looking at settings. I wanted to see if it's connected to the Wi-Fi. Got it. Connected a connected automatically went in range. Okay.
40:00
Speaker 2
Uh, you're in what you're in your computer right now, sir? Uh, what do you want to check on your computer, sir? You can check it, sir, on the Wi-Fi icon on the lower right hand side, corner. When you highlight then icon, so it'll shows you connected and internet access.
40:00
Speaker 1
And yes, it says that it is connected. Okay, let's see. Wi-Fi is on, connected and secured. Show available networks. Okay. And again, it shows two different networks. Yeah, I, I, I am just so confused. We came back from vacation and then nothing worked. So that's why we're calling you to see what we could possibly do. But you're saying that this, this device is functioning. because you ran a test, you said? Yeah, let's see. Uh, yeah, it says it's on. I can still understand why our TDS won't work. Okay. No, it does not show connected. It won't it won't connect. It will it it says home screen is not available. Please check your internet connections.
41:00
Speaker 2
Um, based on the laptop, Sir, we tried to connect it to, to 2.4 and 5 GHz. and it shows online. You're able to connect to the internet as well as with your phone. [silence] On your TV, does that it shows ONLY light connected? So, you have to go, you have to make sure that your TV, you're sure that your TV is on 2.4 and 5 GHz.
42:00
Speaker 1
It's been connected in the past, so we know it can connect. M Yes, we've tried. Okay. All right. Thank you for your assistance. We will try to figure it out. Thank you. Thank you.
43:00
Speaker 2
TV can connect to the Wi-Fi. You may try to reconnect it again. same as we did on your laptop. Like, we reconnect it back to the network. No problem sir. So, you may also visit our website that's support.linksys.com. Okay, you're welcome. So, thank you for choosing lnksys. This is Carla. Bye. Hello sir.
43:00