Speaker 1
Hi, Josh. My name is Marilyn, and we are having trouble. We can't get on the Internet. Last night a tornado hit close to us and the power was down and the service providers were down. My neighbor said his service has been cut off, but we didn't get any service interruptions. It's not working. We've tried everything, and now we're sending our resume by mail. Could you check on the wire that's coming into the house? Is there some way you can check that? Is there anything we can do to make this work for us so that we can get online? Thank you.
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, 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. Thank you for calling Linksys. My name is Josh, and I'll be with you today.
00:00
Speaker 1
Um, yeah, I'm, I have, I have one, the one M, M X 6200 and the other two are M, two thousands. Ua. Um, How long do they um how long do they take to warm up? About 20 minutes now. Oh, about, about 20 minutes. Uh, okay. Uh, well, we're starting to see we're starting to see like the first, it's kind of a, it's hard to tell the red glow. You know, usually, when you see it, you know, like you can feel it on your face. [silence]
01:00
Speaker 2
Oh, got this one, ma'am. And don't worry ma'am, rest assured that I will do everything I can to fix the issue. So just to confirm ma'am, you have three nodes in total, correct? And may I know the light behavior on this parent node please? May I know the light on this parent node, like is it,
01:00
Speaker 1
It's the white, yes. [silence] Yes, I did reset it, you know, press it five times earlier. I tried a couple different things and nothing worked. [silence] But yes, it's white and the other nodes or solid blue, which they normally are. [silence] [silence]
02:00
Speaker 2
Yes. So just confirm the Light on this point node is currently showing solid white, correct? [silence] [silence] Uh so, Oh yes, ma'am. So I'm going to set your expectations that if the Light on the parent is showing solid white and for the MX2000s are showing solid blue, that indicates that we are working properly, ma'am, or online. So they should be working, ma'am, since again, the Light on the parent is solid white and then blue for the child node. So just to confirm, your issue is that you are unable to get online when connected to the network.
02:00
Speaker 1
right, it is showing... Okay. So when I get on the internet, it's showing...the last time, the woman I spoke to with your place, she had me go back to the initial setup, password and all that and it was never changed back to our original. But ever since then, we've had problems and one other time, it's been a year or so ago, I talked to someone from there and he was really, really good and he ran me through or she ran me through something on my laptop or my computer and it showed like our phones and our smart TV and everything. Mhm. Yeah. So, whenever I've looked at like emails on Gmail and click something or I see my password is being used in some other location or some other place, I click it and try to go back. So, every time I have to reset my password and I have to go back to my initial.
03:00
Speaker 2
[silence] uh-huh [silence] mm-hmm. [silence] I see. [silence] Mm-hmm. [silence] Mm-hmm.
03:00
Speaker 1
the connection and she had to move around. I'm not very techie, but she had to move around how much signal each percentage were getting. Does that make sense? But it, and it worked wonderful until this last time when our power was shut off. And I called you guys and we went back to this old Vellop setup. It's never worked completely right, but we were able to get on the internet okay. And that's it. Mm-hmm. Yes. And I tried to get on there of course it won't let me because I'm not on the internet.
04:00
Speaker 2
[silence] yes ma'am um so all right ma'am all right and thank you so much again for that information ma'am so uh just to confirm does your phone have a pretty subscribe app all right so
04:00
Speaker 1
Okay. Do you want me to do it on my phone or on this- uh- uh- uh, uh, uh, uh. Let's see. It says, Wi-Fi is in parenthesis, B-L-U setup F-9505. So let me, let me, log onto that. Okay. So now I'm connected to B-L-U setup and go to the web browser. So let's put our web browser.
05:00
Speaker 2
so on your phone ma'am, can we go to the wifi settings for now? I would Uh yeah. Oh yeah, regarding with that one, since you are using your phone for our call, let's use your computer instead. So on your computer, can you go to Wi then check if it can detect the default wifi name of the system, which is Underscore Lynx setup. Is your computer currently connected to that network?
05:00
Speaker 1
Oh, it says that it is. Let me see if I can search something and then it says, can't reach this page. if I try searching something.
06:00
Speaker 2
Mm-hmm. Mm-hmm. got it. So, let's try to access first the web user interface to make sure or to check if this system has a valid Internet IP address. So on your computer ma'am, like on the on a browser, can you type in on the address bar?
06:00
Speaker 1
Hold on just, let me get back there. Okay, http. Okay. OK. It says your connection is not private.
07:00
Speaker 2
for HTTP, no worries, connection, double forward slash my router.info. Uh, that's actually fine ma'am. So, on that screen, there's an option to bypass that warning message and knowing again, the browser that you're using, is it edge?
07:00
Speaker 1
I think it's Chrome. Yeah. If not, highlighted, will it work? I'll try. Yeah. I tried it and it says your connection is not private again. The back to safety is. Got it. Okay. [silence]
08:00
Speaker 2
Chrome. Uh-huh. Thank you so much for that one. So on this screen, there's an option that says advanced, kindly press that one. Yeah, so mm-hmm. Uh-huh, yeah. So on the screen there's a link that says proceed to my router that info. [silence]
08:00
Speaker 1
uh, says no, yes, I'm sorry. It says no internet connection. um, your internet might be down because of local power outage, uh, restart modem. Which I did. Um, Okay, there is a option here log into router. Let me do that one. okay.
09:00
Speaker 2
Uh hello Ma'am. Uh huh. Uh huh. And is there an option there that says router password or or is it as in asking for a router password Ma'am because we should be redirected to a screen uh telling us to log in. Uh let's try that one Ma'am and let me know to which page you have been redirected afterwards. [silence]
09:00
Speaker 1
This is the sign in. Got to the sign in, yes. Router password. Yes. Yes. Yes. Yes, yes. Okay. Oh, from the parent. Okay. Because it gives me a option over here, recovery key on the left. Do you want me enter that or get that? Okay, got it. No.
10:00
Speaker 2
So, on the screen, it is just asking for router password, correct? OK, great. So, on that screen, is there an option that says reset password, or password reset? Alright, can you click that one, ma'am. And then enter the five digits recovery key from the parent node. No worries. Just take your time. Mm. Yeah. Yeah, yes ma'am. kindly enter that one.
10:00
Speaker 1
That key didn't work. Check it again. Okay. Enter the recovery. It's here on the screen. It says I'm sorry. Go ahead. Okay. Got it.
11:00
Speaker 2
I'm sorry, was that keys coming from the parent or main node, ma'am. Yeah. Uh. Yes, ma'am. So no worries regarding with the recovery key, make sure to grab or found it underneath the parent node itself. Thank you.
11:00
Speaker 1
Okay. Yes, it just did. So it says create a new administrative password and hint.
12:00
Speaker 2
Hello. Ma'am were you able to enter the 5 digit recovery key of the parent node? Excellent yes ma'am please create a new [ silence ] admin password and make sure the new password meets the requirements.
12:00
Speaker 1
[silence] I'm still working on it. [silence] No. [silence]
14:00
Speaker 2
Hello, ma'am. Are you already logged in into the Linksys Smart WiFi tools? Hi ma'am, I assume you're still creating a new password. And don't worry, ma'am. Just take your time, and just let me know once you're logged in into the Linksys Smart WiFi Tools page. [silence]
14:00
Speaker 1
Okay, for K, one number, one special character. Thank you. All right. Thank you. All right. Yeah, I just pressed it. Let's see. It's waiting. Okay. Looks like I am, um, it was successfully... Yeah.
15:00
Speaker 2
Hello ma'am. Mhm you're in that's great to know ma'am. How may I help you?
16:00
Speaker 1
um, in the bottom right corner, what does it say? Oh yeah, okay. Oh, sure. Okay. Okay. Okay. Yeah, got it.
17:00
Speaker 2
So on the screen, look for the word "CA", like a tiny word called "CA", Charlie Alpha, and it can be found on the bottom right corner.
17:00
Speaker 1
Yeah. OK. Got it. Yeah. All zeros. Yes. It says, internet address IPV4 0.0.0. Yeah, four zeros. [silence]
18:00
Speaker 2
On the diagnostics tab, alright, so on that screen, can you see the internet address and below the internet address? There's an option there that says IPv4 and IPv6. Uh huh, can you tell me if the IPv4 is showing random numbers or just like all zeros? and no, ma'am. The IPv4, can you see it? Under the internet address? Yeah. Four zeros, alright. So, yeah, that's the reason why this Things are So
18:00
Speaker 1
yes release and renew IP address slash do you want to continue? OK applying changes it's applying changes. So I'll press OK thank you for helping me. I know I'm slow,
19:00
Speaker 2
besides the IPv4 address, can you see the release and renew? Kindly click that one, or click that link. Yes. Yes, ma'am. Yes, ma'am. No worries, ma'am. And you're most welcome. And thank you so much for your cooperation and patience as well. And to be honest, ma'am, you're actually doing great regarding troubleshooting or following instructions, ma'am.
19:00
Speaker 1
Well, you get the better one of us, believe it or not. My husband won't touch it, so it's up to me, so uh-uh. Yes. I'm going. Okay, so the internet address is different now. It's 192.168.1.3. Hmm. Sure.
20:00
Speaker 2
So, I appreciate that one. I understand, man. Yeah. I totally understand that this kind of system or devices is mostly complicated. So that's the reason why we have we have need to for us to able to assist our client regarding with this. Uh-huh. And may have this address now, please. Mhm. Thank you so much for that one. So, on your computer, kindly open a new tab or a browser and then check if you can already access like YouTube or New York Times.
20:00
Speaker 1
Yes. It's getting it. Let me see. Yep, I got my Dodgers up here. on the troubleshooting tab yes okay Mm-hmm you
21:00
Speaker 2
yeah. So, on that screen, kindly close the troubleshooting tab because we are going to, all right. So, on the home screen, click on the wi-fi settings or wi-fi settings tab. All right. So, from there, you can see their 2.4 gigahertz band and 5 gigahertz band. And I believe there's an option there that says wi-fi name and password. Correct? All right. So, for the wi-fi field, just enter your new wi-fi name. Man. And I would recommend using the same name for both bands like the 2.4 and the 5 gigahertz should have the same wi-fi name and same goes for the password.
22:00
Speaker 1
Great. Okay. [silence] So, do you want me to assess the third one then also the six? [silence] Yes. [silence]
23:00
Speaker 2
Thank you, and again, kindly take your time. uh, yes, yes, ma'am. Make sure again it has the same name as the other bands and same group.
23:00
Speaker 1
Okay. Looks good. So I'll put yes. Your rather is applying changes okay. Uh-huh. Good.
24:00
Speaker 2
goes for the password. And once done, make sure to press apply. Uh-huh. That's normal. So, let's wait for 30 seconds or 1 minute. So, again, after 1 minute, on your devices like your phone or your computers, go to their Wi-Fi and then check if they can already detect the new name of the system.
24:00
Speaker 1
So on my phone right now it says the new name. But under it, it has privacy warning. And then. Okay. Right. And then the that, that Velop one is now gone. Yeah.
25:00
Speaker 2
is uh-huh that's actually fine ma'am no worries rest assured that your network is secure because in order for a device to connect to that name or network you need to enter the wifi password or new wifi password yeah so has disappeared yeah so yes ma'am so since we just changed the wifi name so so on your laptop or computer
25:00
Speaker 1
Mm-hmm. Okay, now where do you want me to go? Uh-huh. Okay. I need to get out of here, just x out of this screen, right? Oh, here's the Wi-Fi settings. Okay. Okay. Oh, and then go into the regular Wi-Fi settings. Okay. that's it, let's see.
26:00
Speaker 2
Okay. Do I have to go back to the Wi-Fi? Wi-Fi settings. I can minimize the browser. That's correct. [silence]
26:00
Speaker 1
And then we have to talk to your new Wi-Fi there. So it says I am, I am correct. I'm connected.
27:00
Speaker 2
That's great. So, yeah, kindly select or connect your computer to that network and again make sure to enter the new Wi-Fi password. Uh-huh. So that means your computer has been reconnected. So, yeah, so I believe that your network Ma'am or your systems are already online or working. So, rest assured that your devices are able to connect now to the internet. However, to be sure, since we just tested on your computer, uh, is your phone already connected to the new Wi-Fi name? [silence]
27:00
Speaker 1
Yes. Yes, I can't. I'm so glad to have gotten you. I don't mean to complain but that lady I talked to last time and I have little knowledge but I could tell that I had a little more than her. I hate to say that, but it was not a good experience, but I appreciate your help today.
28:00
Speaker 2
All right, so your phone is already connected to the new network, ma'am. So if that's the case, kindly try to open like an app or like YouTube or Chrome and check if you can stream or browse. That's great to know. So that means that we have fixed the issue and thank you so much again for your patience regarding with this concern, ma'am. I thank you so much for your appreciation. And I really do apologize that you experienced that kind of service regarding with our products. And again, ma'am, don't worry if you need further assistance in the future, just feel free to give us a call and rest assured that we are always happy here to assist you. You're most welcome. You ask will. Have a great day and take care. You're most welcome. Bye.
28:00