Speaker 1
Hi. Good morning, Joy. Yes, um, internet went down recently in my building over the weekend and then it was resolved, but I still don't have it in my unit. And I tried to troubleshoot yesterday with the
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. Please 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 products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy. How can I help you today? [silence] [silence]
00:00
Speaker 1
internet company with my router and I tried to do it on my own and I haven't been able to resolve it with the router all the information that I was able to find of how to reboot it and what it's showing me, which it doesn't look like it's not a problem, but before trying to replace it through my building, I wanted to contact you to see if maybe you might have any other instruction to indicate whether the problem is definitely the router. Yes, that's the Mac number E is in even 8 9 F as in Frank 8072. Sorry. Oh, that's not the Mac number. On the bottom of.
01:00
Speaker 2
OK, sure. Could you give me the serial number of your Nexus device, please? I mean, the serial number. Serial number. Yes, the serial number. SN.
01:00
Speaker 1
Love the router. Okay. Isn't that the number I'm giving you? All right, let me look on the bottom because yesterday the company asked me for that MAC number, and so I thought that was the number that you needed. Um, but just give me a second to look on the bottom again. Okay? Hello? Okay, just give me one minute to give you that other number. [silence]
02:00
Speaker 2
[silence] [silence] Okay. [silence] Okay. [silence]
02:00
Speaker 1
Sorry, 8-6-6 Sorry, do you want to read that number back to me? That's correct. The name of the company is GFiber webpass. Linda. The last name is Malazzo, spelled M-A-L-A-T-T-A.
04:00
Speaker 2
okay, I see. And by the way, ma'am, who is your internet service provider? Yeah, sure. Three, two, Y for Yankee, two, 0 M for Mary, 2A for Apple, A for Apple, 1, 3,866, right? Okay, T-Fiber. Okay. Let me just check your unit just a moment. May I have your first and last name, please?
04:00
Speaker 1
Mary, Andrew, Z as in Zebra, Z, O. Correct. Linda Mollozo, lower case letters@mac, M as in Mary, A dot, C as in Charlie, O dot, M. Correct. [silence] I didn't press the reset button, but after I got internet through my phone, because I didn't even have it through my phone for a while yesterday. But after I got it, I googled, you know, how to troubleshoot with the Linksys router. I did this.
05:00
Speaker 2
M-E-L-A-Z-Z-O and lastly your email address. Linda Melazzo@ Mac.com. Okay. All right, so you only reboot your router, right? You did not press the reset button at the back or press some buttons there.
05:00
Speaker 1
Uh, I will connect it from, you know, with the cable that cable's into our internet and the wall to our wireless. Uh, so I did do that, but I didn't press the reset button. What? Okay. Okay. Okay, I will do that. But also I just wanted to say that
06:00
Speaker 2
Mm-hmm. Mm-hmm. Okay I see. Because um. If that's the case, like if you did re- reboot the router but still it won't reconnect to the network. I suggest you do a full factory reset of your router and then set it up again or re- configure it again like a brand new router in order for it to reconnegate with your source of internet if they if they confirm that the internet is working fine. So um for you to reset it, you just have to press and hold the reset button at the back, the red one. You press and hold it for 30 seconds to make sure that it's properly reset. Silence
06:00
Speaker 1
You know, when there's a problem, usually the, on the top of the router, the lit up link just is flashing. And then when I power off and power back on, it, it stops flashing. So, it was not flashing and in the back where the cable plugs in, there are two lights uh right where it toggles and, a green one and then a flashing yellow, orange one. I just wanted to give you that information. So, I have a Sorry, go ahead. Okay. Okay. So, I just want to see, I just want to make sure. Sorry, let me get um, blush. I can see better for the reset button because you said press the red reset button. Cause
07:00
Speaker 2
Okay. Um, yes, that's all. Um, yeah, those rights are normal with this unit map. Okay.
07:00
Speaker 1
Okay. So it looks to me that that button is actually green, but I just want to make sure that it's the reset button before I try it. Um, okay. Oh, I see. The um, the red one is, oh shit, kid oops. uh, I'm upside down. Okay. So the red one is actually, I have to poke something in there, like a paperclip, right? Because it's pushed in. Okay. Sorry. Sorry. I just have to grab something to do that.
08:00
Speaker 2
you the red one mm-hmm yes yeah are you to that's alright um
08:00
Speaker 1
All right. So you're saying push this in and hold it for 15 seconds, correct? Okay, uh, no, I just uh, no. I just used my phone.
09:00
Speaker 2
Yeah, for 15 seconds. So, all of your settings will be deleted. Then the network name will go back to its factory default name, which is Linksys. And also, you will use the password that's at the bottom of it. And then do you have like a computer for you to use for the setup process?
09:00
Speaker 1
uh but like I use my iPad but without internet I can't use my iPad. So, I'm just here. Okay, so I'm still holding the so I'm still holding it down and now the green light went out. So should I let go now? Okay. Oh, okay. So now yeah, I see okay, okay. So I should wait until the router is not flashing. correct.
10:00
Speaker 2
Yes, you can use your iPad for the setup. I'll go on. Yes, you can let go and then just wait for the router to reboot. And you check your Wi-Fi settings, your Wi-Fi list. If the network name linksys will show up, that means it's ready for setup. Yes, ma'am. And by the way, ma'am, as per checking here on my end, the router is no longer under warranty. So, we can no longer provide free technical assistance, but you can still avail the paid service. That's [silence]
10:00
Speaker 1
Okay for the reset teachers? Is that what you just said or for new for a new for a new one you mean. Okay or or I give you a credit card for paying for to do it now. Okay so first before anything else I have to um go to settings on my phone and see that it's uh on my network. Yeah I'll
11:00
Speaker 2
The the setup procedure instructions on how to set up your router since you reset it back to factory default settings. Yeah if you want to avail the paid service, that's $15 for an hour. We can go ahead with that too. Mm-hm. We can use your iPad instead or the setup since it needs a web browser. We cannot set it up
11:00
Speaker 1
Okay, I'll see if I can do it with my iPad. So it's giving me the message that it gave me all weekend under, you know, my Linksys network name, which is Linksys13866 or Linksys13866 5Ghz. So it's giving the no internet connection message. I just clicked on the just the 13866. Sorry.
12:00
Speaker 2
(Sighs) yeah, Uh huh .yup, this. Uh, the password that's at the bottom of your router, it will not have any, it will not have any, it'll just it'll just use the password that's at the bottom of the router.
12:00
Speaker 1
Oh, right. Okay, but what did you say about the bottom of the router? Oh, a default password. Okay, let me go back to it. Sorry, it's not easiest access. I tried to make it easier yesterday. So, um, the password on the bottom is actually the password I always use. Uh, I did not change it. And I go back to my,
13:00
Speaker 2
Oh, have any internet connection yet? Since we need to set it up first on the web browser. Uh, there's a default password there. So, when you connect to the link's name, yes, you use that one. Okay. Okay, I sieve. So, you did not change that one. That's all right. Okay.
13:00
Speaker 1
my pad. Right now I'm looking at the bottom of the router. Can I go back to my iPad now? I was looking at the bottom of the router. Okay. Okay. Okay. I should
14:00
Speaker 2
Yes. Yes. [silence]
14:00
Speaker 1
Delete the password and re-Enter. Uh, it's showing up the password, it's showing up auto remote, uh, auto join toggled on. Um, let me see if this I'm not getting the message [silence] no internet connection. I'm not getting that message any longer. Do you want me to try to you want me to try to open something that I need wi-fi for? Well, it's not saying not connection.
15:00
Speaker 2
Yeah. Just connect to the network links, then use your password. If you are connected to it, then that's all right. Okay. But our... mm-hmm. Sure. Just have to double check. But it says connected, right? [silence]
15:00
Speaker 1
Okay, it appears to be connected now. Yes, it is. Okay, I guess the only, it's like, there's a couple things that, let me just try one other thing.
16:00
Speaker 2
Okay. Is the internet working now? Okay, that's good. [silence]
16:00
Speaker 1
Yeah, I mean, it's weird. What happened, you know, over the weekend, things were working and then they weren't working. It was like half working and half not working, but it appears that pretty much everything is working now. Let me just try one other thing to make sure. Okay, it appears to be working now. Should I test it with my TV? I mean when the internet goes down, you know, for example, like in my building what happens is that generally, um, can create the necessity to restart the router. I mean, I did restart it, but like it didn't it- you had to, I had to do the factory resetting, correct? That's what we, that's what we just did. The problem with that for yesterday was, I couldn't access, uh, the answer to some questions because I didn't have cellular data on my phone, which it usually goes over to it immediately when, um, there's no internet. And, I couldn't Google how to resolve that. And so when I was on the phone with the internet company, she was able to give me the Verizon, my carrier, phone number. cable and then the Verizon system with AI told me that I could, um, told me how to access the cellular data. But right now, it's, it appears that some of the apps on my TV are still not working that need internet. Um, let me try another one. Is that, um, so the apps aren't working on my TV. Um, but they are working on my iPad. So,
17:00
Speaker 2
You can try to
19:00
Speaker 1
So, okay. But sorry, would you give me that information again? Because where do I do that? Like online with my phone or my iPad? Yeah. [silence]
20:00
Speaker 2
reset the router settings. And it will go back to its default settings, so you might need to set up some things first on the router for you to fully use the internet. So you can access the website myrouter.local or its default IP address, which is 192.168.1.1 to check its settings. How do you do that on your iPad? For example, you will need to open up any browser on your iPad like Safari, and then access the website 192.168.1.1.
20:00
Speaker 1
Okay, and then. Okay. Okay. And are you saying, oh sorry, go ahead. Oh, no. I'm sorry. I can do that right now. Yeah. Sorry. [silence]
21:00
Speaker 2
So you input that on the U RL bar for you to check the settings of your router. And are you now trying to access it?
21:00
Speaker 1
So, um, it has the two things to check. I have read and accepted the license terms for using the software, but then it has I want to contribute to future improvements by reporting router errors and diagnostics to Linksys. So, click on both of those and then go next, correct? Or do I click, Okay, to go to the next or the manual configuration. It's just, excuse me. [silence]
22:00
Speaker 2
[silence] yes Okay all right. So you are now on the setting up page. Yeah you go ahead to next and then just follow the on screen instructions for the setup process. [silence] all right so um would you like still to proceed with the page.
22:00
Speaker 1
Okay, excuse me one second. Okay. It's just uh buffering. So, um, it's not going to it. Okay, now it is. So, uh okay, now it is it's saying updates for your router. Install router updates automatically overnight when they are available. This will ensure your router is using the latest security performance updates. And then it's checked on install future router updates automatically it recommends. And then next. So, did you say you need the credit card now or? Do I just click on? Should I click on the next or you want the credit card first? Okay, thank you.
23:00
Speaker 2
Um, yeah, we can proceed. Yeah, you can now proceed with the payment. Also waiting for that one. Um, yes, you could just click on next.
23:00
Speaker 1
So, name your wi-fi this is what you'll use. So, it has my wi-fi name which is what I've been using. It has my password which is what I've been using. And then it has it, you know, two more times, except the second wi-fi name has the lower case -5 GHz. And then it has give all my wi-fi bands the same name. And then it has your dual band router allows you to set up two networks, 2.4 GHz and 5 GHz, which is what I have I guess. And then it has the next. Should I just go ahead and click on next? Okay, thank you. Okay, thanks so much.
24:00
Speaker 1
Okay. So it has uh create a router password? Okay. So does it's different from the the one I'm using with my user ID, right? Okay. And this will [silence]
25:00
Speaker 2
Oh, yes. That password, that's the administration password every time you log into that page for you to access your router settings, so that's a different one. Yeah, that's a different one. Yeah, the first password that you're referring to is the Wi-Fi password that you use for your devices to connect to the internet, right? So, that one is for the page only for you to access your settings.
25:00
Speaker 1
One is for. What. What is this one going to be? Okay, for the admin. I just want to clear make sure I put in a note of what this is for. So I don't confuse them before I enter it. Okay, so I answered a, I created the new admin password and I answered also a password hint. And then can I click on next? No.
26:00
Speaker 2
admin or router password
26:00
Speaker 1
Okay, so it's just is it going to-- Excuse me, sorry. It's saying you represent, or so it giving me the 2.4 G H C band info the five GHC band info and the router password and router password hit for the admin and then Okay. Okay. Did you say that pictures for you. That was a very good, uh thank, thank you, that was
27:00
Speaker 2
Yeah. Okay. You can take a picture for that, just in case. Then just proceed. No, that's for you, for reference in case you'll forget your router password, yeah.
27:00
Speaker 1
Okay, so it's just showing me I guess I'm those mem. tool kuh windows of the Linksys smart Wi-Fi page with the tools and then eight little windows you know with information of network status. Okay. Sorry, go ahead.
28:00
Speaker 2
[silence] uh-huh [silence] just skip that part [silence] Yep. Uh-huh [silence] I think. Yep. [silence] is it online on the network status? [silence] Is it connected? Like does it have [silence]
28:00
Speaker 1
yes yes it does it does yes it does say connected I'm sorry it's very small yes okay should we should we should we check the TV one more time because if this is all good I think I can cancel the technician coming tomorrow okay I'm just gonna do a quick check thank you for your patience and help but I'm gonna while you're still on the phone I'm gonna just do another quick check I know sometimes it takes these apps a little bit time when it's been off to to reload
29:00
Speaker 2
All right. Okay, that's good. So that means your router is now finally set up. It's now working properly. So you, mm-hmm. Yeah, sure. Go ahead. Mm-hmm. Mm-hmm. Yes.
29:00
Speaker 1
Okay, direct TV is working. Yes, of course. The thing that was confusing to me as I'm just checking to make sure everything was back to is um you know my the G fiber company that is for you know my building for internet and cable TV for my building. Um, it was confusing to me that DirecTV was still working on my TV um, despite not having internet. So I was trying to determine if that actually worked too.
30:00
Speaker 2
And then also, I'll be gathering some information for the payment also after that, okay?
30:00
Speaker 1
You know, as they come through the wireless, wires that are in my building, I have a wireless box, you know, for the TV so that the wires don't run across, you know, in front of my fireplace. But, um, I don't know if you're able to answer that question. I I'm just, that was what was confusing to me. It's connected to the cable TV system for the building wirelessly. Oh. But no, but with no internet like that's why the the um, the apps were not working on my TV.
31:00
Speaker 2
Is your TV connected wired or wireless? Wireless. Okay. So, if that's the case, I think that one is not connected to the router. That's why it's giving you internet or the TV is working. Yeah. Is the... Yes, ma'am. Uh-huh. Yeah, exactly. That's good.
31:00
Speaker 1
I had no internet, right? So when I was on the phone with the uh, maybe I already told you this, with the G fiber WebPass company, she gave me the number for Verizon and the Verizon AI system. Told me how to just take my phone off of um wireless. The wireless setting. And as soon as I did, I got my cellular data back. But now I have to put my phone back on the wireless setting in order to not be continuing to use my data when I'm in my house, correct? Correct? Okay. So, sorry, I don't want to take any more of your time, but I'm going to give you now the credit card information. Tell me when you're ready for the number. free.
33:00
Speaker 2
Yes sir. Yes ma'am. Yes ma'am. Yes ma'am. Yes ma'am. Okay. Um, let me just pause the recording. Just a moment for security purposes.
33:00
Speaker 1
I can close out of the [silence] now, [silence] correct? Oh gosh, thank you. Cause yes. I'll try to I'm going to keep this for sure. Linda, correct? Yes. Mastercard number [REDACTED_PAYMENT_DIGITS] expiration [REDACTED_PAYMENT_DIGITS]
34:00
Speaker 2
PC: Yep, you can close and if you wanted to mag manage or change some settings on your router, just visit that website and use your router pass password to log in.
34:00
Speaker 1
security code [REDACTED_SECURITY_CODE] yes do you do you think for um I mean I have it written down but do you think it would be a good idea for me to take a picture of what's on the screen right now as well Um yes that's six oh six four two
35:00
Speaker 2
Mm-hmm. Okay. And the email for your receipt would be linda malazzo at mac.com. Correct?Okay. Mm-hmm. Yes. Go ahead. And also your zip code? Mm-hmm. Six, uh, six for two. Okay. Let me just charge this one just a moment.
35:00
Speaker 1
Okay. So the G fiber web past company yesterday when they set up the technician coming to me tomorrow to resolve the problem which you just resolved they said that at that point he would determine if I if
36:00
Speaker 2
Okay, and let me just send you the receipt. Right, I already sent you the receipt. You can check that one. And also, ma'am, for this unit that you have, it's already end of life. So there are no more updates regarding with the router. And also, if the issue will still persist or there's some issue like slow or dropping of internet on this router, I think it would be best for you to have an upgrade also for a newer router.
36:00
Speaker 1
I actually needed a new router. Okay, cause I wondered cause when I was able to google troubleshooting, I saw there was only one video with my model and actually it was working with a modem, which I do not have, I just have the router by itself. But then the other videos sho showed a newer, a newer unit, you know, a newer router. So, do you suggest, do you think I should just keep going with this one or tell the building manager now that I don't need the internet resolved, but maybe I need a new router installed, um, at this point in time. Right. And I could set that up, I could kind of change the appointment to be installing a new router, at least I won't be like wondering if this one's gonna go out, you know?
37:00
Speaker 2
Yes, this is one of our end of life unit. So we no longer manufacture this one. So there are no available updates anymore for this model.
38:00
Speaker 1
updates, okay. So I guess it's just my, you you know my choice to wait till it goes out or to replace it before it goes out, right? I know, I feel like we just went through everything, you know, and it's all set up with the passwords and everything that I kind of want to leave it as is for now and see what happens. Obviously if it goes down again, I'll know it's the router unless there's a problem in the building again.
39:00
Speaker 2
Exactly, but if the router is still working fine, since we already resolve it, then you can still use it. But yeah, just a disclaimer regarding with no available updates anymore for this router, yeah, you might encounter some problem. Yes. So it's up to you when you will replace it. [silence] Okay.
39:00
Speaker 1
But do you think that the problem in the building, you know, was resolved yesterday afternoon, but then I continue to have a problem, but that's I hadn't reset the router, so once you did that, it was a little more complicated than me just pushing in that button, right? We had to go through all these steps. So if that happened if that happened again, would I have to do that again with another person from your company? Okay, that would be great. Because that's the first try before sorry, because that would be the first try if it went down again, that would be the first try before purchasing another one. Correct?
40:00
Speaker 2
yeah exactly. You're welcome. yeah yes. uh yeah you can call us back or i can also send you the email instructions for what we did today for the setup and the reset process. okay but if you uh go ahead. yes but if like the internet goes like went down
40:00
Speaker 1
mmm. Yes. Oh, okay. Yeah. Okay. Usually, you know, in the past when it's been flashing, like there's a problem whether the Internet is down in the building or in the area, I don't know. Usually resetting it by just the powering it off and back on resolves it immediately. Uh that's happened a few times, you know, not that long ago. Okay. All right. So you will, Yeah. Okay. So you'll, like you said, you're going to send me an email that has the instructions for the reset settings. Okay. Thank you so much. Thank you so much for your help and patience.
41:00
Speaker 2
and then try to, like, just reboot the router first by unplugging it and then plugging it back in. And if that won't resolve the issue, then that's the time you do the full factory reset and set up the router again. [silence] Yeah. [silence] So, you can try those steps first. [silence] then you reset and reconfigure the router is the last option. [silence] Yes, I'll be sending you the instructions right away after this call.
41:00
Speaker 1
okay. Your name is joy, right? Oh, yes, joy. Thank you so much. all right, same same to you. Thank you. Bye. I'm sorry. Thank you.
42:00
Speaker 2
Welcome, ma'am. So you're all good now? Yes, my name is Choy. You're welcome, ma'am. And thank you for calling Linquensis. You have a good one. Bye. you can end the call now, man. Thank you.
42:00