Speaker 1
you know that makes sense that it's not, everything's gone offline. is the TV online still? I'm having trouble getting online. I called spectrum. They said everything's working on the modem. But then when I told them I had a linksys router, they said I needed to call you guys. I've never had a problem like this. Never. I just went out of town for a week and I came back and now my ring camera's offline. I mean, it's not recording. I can't get on the computer. And I'm I'm I'm really annoyed because I've never had to call you guys. It's always been the internet. So, do you know what I'm talking about?
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. [silence] Thank you for calling Linksys. My name is Gerald Tikalan. [silence] We'll figure it out.
00:00
Speaker 1
The Linksys, what does the router even look like? No, that's the modem. Is it black or white? It has an antenna. Does it have a blue light on top of it? Um Honestly, I don't know where to find it. The number, the serial number of the Linksys Uh serial number?
01:00
Speaker 2
but lets start with the um serial number and the model um of the router yes um um the i mean it can be black or white but usually comes with antenna you can yeah it's probably um you got the mesh just um it could it could be um i'm not really sure because we have a lot um oh that's at the um yeah um
01:00
Speaker 1
SN 5718-10913. But I thought this was the Spectrum modem. Yeah. So I'm giving you the modem, right? That's not even a modem, right? Oh, here it is. Okay. Do you have a flashlight? I think I found it. uh. Um. I I'm I'm looking, it says name. VP LOP. Wait. I'm gonna have to unplug it. And then I'm really gonna screw it up, probably.
02:00
Speaker 2
Oh, no, I need the Linksys router. Yeah, the serial number and model. [silence]
02:00
Speaker 1
I mean I don't hold on. Okay. Set up. Oh wait, here it is. Serial number it's hard as hell to see. I need the damn magnifying glass. Hold on a second. Maybe we could take a picture. Hold on. I'm gonna take a picture and then blow it up. No, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, speaker 1. actually I can't get a clear picture.Can you get a clear picture Frank? We're gonna try to get a clear picture.It's very hard to get this serial number. You mean you need to pull it up a little bit. Or should we just get a magnify glass? Did you get I'm gonna have to get a magnify glass. They put it in a place that's absolutely impossible to get huh. Have you ever had anybody have to get a magnify glass before. hello. [silence]
03:00
Speaker 2
OK. hmm. yes uh
04:00
Speaker 1
Okay. I'm not doing well. I got a magnifying glass, Frank. One. 20. J 20. M 33. B. 2 3. Zero nine eight. I think that's it. I think that's the serial, that's the serial. That's a serial number. Um, Do you need any other numbers? Um, I think I have two. I think I've one downstairs. You know what, maybe I could get the one upstairs and, um, will it have the same serial number upstairs? Well, I think I have two. And, um, the guy acted like I
05:00
Speaker 2
You got it. Thank you. And how many Linksys router do you have in total? I'm just asking how many Linksys routers do you have in total. Like, how many of these you got? Uh-oh. Just real numbers only. Shouldn’t be the last five digits. But that's okay. Uh, I don't need that right now. So, I got the, uh,
06:00
Speaker 1
It didn't. Yeah, I have one upstairs. I can easily read, I can much more easily read this router. Setup why, password, recovery key. Oh my god. Does that even have anything to do with cable TV? These routers. I don't know, no. No, the can't, uh, it may be and the one downstairs is, the one upstairs isn't. I mean the one downstairs might be. I don't know if it is or not. Is the cable TV connected to that Linksys router? I've got two Linksys routers here. [silence] [silence]
07:00
Speaker 2
Okay. Depends. Is your cable TV connected to the Linksys router? If yes, then yes, it might have. No, I think it's not related to that. What? Which? Right.
07:00
Speaker 1
Have two Linksys routers in my house, one upstairs and one downstairs. And is it connected to the cable TV? No. Yeah. Zero energy yellow. Okay. Yeah, it's connected to the router. I guess. I mean, yeah. If it's connected to the router and the, and the cable TV, and the modem runs the cable TV, then I guess it is connected to the cable TV, right? Mhm. The one that I just read the number off of to you. downstairs. The other ones upstairs, I just unplugged it. I'll be
08:00
Speaker 2
I guess so. Well, but one second. Um, so, which router is connected to them to to the modem? Is that upstairs or downstairs? Downstairs. Okay. All right, um, what's the... [silence]
08:00
Speaker 1
Mary Lou White at AOL.com. Mary Lou White. Is that the correct number I gave you? Because I mean, it was extremely hard to see. Yeah. Could you repeat that to me so I can write it down? In case I have to call again? Okay, okay. So this is the first time I've ever called.
09:00
Speaker 2
And let me see if you have a record right here. What's your email address? And what is your first name and last name? Yeah, that's the serial number. I got it now. Thank you. No, I mean Linksys, if you call links again, you have a record right here. You can just provide your phone number and it will see the device information.
09:00
Speaker 1
Yeah, I mean, I just don't want to have to go through this again if I need to look up the number. Blurred. Well then my computer's not working. And the guy told me that it had to be the router because his it shows his working on his side. My TV's working. My computer my my Wi-Fi is not working on my phone or on my on my computer.
10:00
Speaker 2
I think so, because you don't have a record right here. Right. I understand. Okay. What's the light of the Lankes router? The light on the top. What is it? Oh. So it's solid blue. That means you have internet connection that your Wi-Fi is working.
10:00
Speaker 1
My laptop. Your Wi-Fi's working? Oh my god, hold on a second. Not working online. It's just keep showing that I'm trying to connect, connecting the Wi-fi connection. Connect. You know what? It's, it's uh it's just keep showing connecting to Wi-fi, connecting to Wi-fi. This network is not synced to your account. Running connectivity diagnostics. And it's not on my phone either. Hold on a second. Um
11:00
Speaker 2
Alright, double check, with the solid boom means it's working.
11:00
Speaker 1
That's incorrect password. And I know the password. I don't know what to do. I really don't know what to do. Do you think it's just my device? They're both connected. They're Google connected. I mean, I I know it's not the incorrect password. My my friend's is. What is it? Is it your's is connected to the Wi-Fi? His is. His is connected to the Wi-Fi. I know what the we know what the password is. I know what the password is. I mean, I and I put it in and it said it's not the password.
12:00
Speaker 2
It says: incorrect password. Is there a device we're gonna check on that? So, is there a device that's still connected to the Wi-Fi right now? Specifically, iPhone. Okay. Is it possible to use that to get the Wi-Fi password? Just so we can verify the password if it's.
12:00
Speaker 1
Because he he he knows the password. It's Princess, Virginia is the password to my Wi-Fi. I cut the Wi-Fi off. I cut the Wi-Fi back on. Wi-Fi is turned on. Join network. And then it says SSID join Wi-Fi network SSID. What is SSID? Okay. I don't either. It just shows 310 Wi-Fi password.
13:00
Speaker 2
It's basically the other name of the Wi Fi. I mean, no, it's Wi Fi. Uh, I'm asking for your Wi Fi name. Hmm. So, uh, well, I'm just confused because if you're really entering the correct password, it should accept that. Adam, I don't see any reason why it will deny it.
13:00
Speaker 1
Hold on. [silence] And it just shows connecting and it doesn't connect. And it's not connecting on my phone either. My phone is connected to my computer, so it must be something with. with Google or something. Do what now? Let me put you on speaker so I can hear you. Okay? Okay, go on my phone.
14:00
Speaker 2
Let's try your phone. I know you have tried this, we're going to check. So go to your phone settings? Go to your phone settings. Sure. All right. Go to your phone settings, yes, and then go to Wi-Fi
14:00
Speaker 1
Okay, hold on. It says connections, Wi-Fi Spectrum Mobile. And then it says 310 Wi-Fi incorrect password. Now, I know for a damn fact that it's not the incorrect password. It says unchanged. Let me try it again. Connect. It says incorrect password. There's no way that that's the incorrect password. [silence]
15:00
Speaker 2
and look for the Wi-Fi network name. I mean, your home network.
15:00
Speaker 1
Oh, it's 310 Wi-Fi is not even the, it's also the 310 Chyna Berry. Now I have Spectrum Mobile connected via Spectrum Mobile. And that's not even my mobile. Oh my God. It's not the length, that's the problem. Okay, wait, more tips. It says, having a problem connecting to Wi-Fi, check the tips below to get connected. Connection failed, incorrect password, okay? I press incorrect password. Check your router's encryption setting.s
16:00
Speaker 2
and that's not your link says rather I know I'm just. No, you said it's Spectrum so it's not links. But wait, the I'm really confused. I mean it should be working though it's the wrong password. But how about that hmm.
16:00
Speaker 1
The password must be eight characters long. What does it mean when it says, check your router's encryption settings? It can be connected directly to the router? I don't know. Probably. [silence] Yeah, I mean, I have an Ethernet cable that um that I have connected to my printer. Was that the same thing?
17:00
Speaker 2
It's just the wireless settings of your router. But um, do you have a computer that can be hardware to directly connect to the router? Yeah, but using the Ethernet cable, because if there's really no devices that connection and you can yeah the kind of same thing but but we will use your computer to connect to the router Internet connection. let me let me see what I can do but is there a device that's still connected to the Wi-Fi? Because we need one device that's still connected to the Wi-Fi so we can get the password from that device. No, it's going to be hard for us to not get the TV television just to get the Wi-Fi. Instead, um
17:00
Speaker 1
Right. That's speculative. What did you just say? Pick up the telephone, see if it works. Yeah, the phone's working. The phone's working. Did I get like the Wi-Fi address? There's like this thing called the Wi-Fi address or an IP address or.
19:00
Speaker 2
all other devices like laptop tablet iPhone phone or Android [ silence ] telephone. So, is it false? No, no. We need, okay [ silence ] yeah [ silence ] yeah, because I think the Wi-Fi is, the Wi-Fi appealings is rather swinging. It's just that you're you're not connected because telling you're incorrect password. We need to get the password, but
19:00
Speaker 1
I don't know what the. Oh, I'm connected to Wi-Fi because I'm connected. The phone works. Phone works through Wi-Fi. I'm connected to Spectrum Wi-Fi. Okay, how do I do that? I mean, it's been working for five years. I mean, why would it not just all of a sudden stop working right now?
20:00
Speaker 2
We can we can log into the system settings, if you are connected to the Wi-Fi. But if you're not connected to Wi-Fi, we can't log into it. The only way we can So you are connected to Linksys Wi-Fi. Right? Then it's not going to work. We need to be connected to Linksys Wi-Fi. The problem is that you're saying there's no device connected to it only the television. We can try the television, but if we don't know how to navigate the settings of that, I also can't help with that. That's that's the reason why Hmm.
20:00
Speaker 1
10 is a doubt about this. We already powered it off. Oh, if we powered off the Linkson and unplugged it and plugged it back in, do you think that might do something? Okay, just unplug it. Okay. The thing that's weird is that it's working on my boyfriend's phone and he has an iPhone. Okay, can I get the password off of your phone?
21:00
Speaker 2
We're doing troubleshooting to figure out what is the problem because it might be that the problem is the firmware, related to firmware, it updated it and something happened while it's doing the update or could be something else. It will probably just tell you it's still incorrect password. But it's worth a try though. Right now it's worth a try. We have no other options. We could, yeah, we can try that. All right. Can we get the password on that phone? It's gonna be quick.
21:00
Speaker 1
Well, see, go to phone settings using your phone, go to Wi-Fi settings. Okay, he's there. Doesn't say 310. Oh, Spectrum Mobile, it's supposed to say 310. What'd you say? I think I just need to unplug everything and plug everything back up. And if it doesn't work, I need to re-enter the password. I mean, I have a Linksys password, I have it written in my book. [silence]
22:00
Speaker 2
Okay. Go to phone settings using that phone. And go to Wi-Fi settings. And you will see the Wi-Fi name that your phone is connected to with a check mark. And there's like information icon beside it. It's a blue circle and oh. Okay. So it's not gonna work then. Uh, it's not. it's not going to work if that's the case because it says Spectrum. We need to be connected to Linksys. You can try, buddy. Sorry. Sorry.
22:00
Speaker 1
I don't see any links as Wi-Fi. I just think I had 310 China Forest. I don't even see it anywhere now. Oh wait. Um It shows 310 connecting. Then it says netgear extension ring setup. Network connection error. Failed to connect to 310 Wi-Fi out of range, it says out of range. Yes.
23:00
Speaker 2
what's the Wi-Fi of the Lind? [silence] you don't remember your Linksys Wi-Fi name? [silence] yes, you said three 10 Wi-Fi, right?
23:00
Speaker 1
And it says it's out of range. Should I reset it up? Cancel everything and reset everything up? Oh wait, now it says it's connected. Hold on. Now that is weird as crap. Let me see if I can get online. Now it's everything's it's connected. What happened? You unplugged the phone link and plugged it back in and now everything's working. You and me both. So now, you know if somebody's called, say the first thing to do is unplug it and plug it back in. You unplugged that thing with the blue thing.
24:00
Speaker 2
That's. Okay. So. Oh, that's unuseful, but I'm glad that it works. All right, I'll take note of that.
24:00
Speaker 1
see that block over there. yeah. That's that Boston. this, plug that away from the collar for about ten seconds and plug it back. he plugged it out and pulled it out and plugged it back in and it works. Okay. look. that's crazy. What do you think the problem was? Maybe it wasn't plugged in. Maybe it got pulled out loose or something. Okay, well, thank you so much. Okay, you too. Alrighty. Okay, bye-bye. That is crazy. Absolutely no.
25:00
Speaker 2
well I'll take note of that okay I mean it could be I don't have answer for now but maybe that's a problem ah thank you so much and you guys take care thank you so much again thank you
25:00