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's serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. 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. Thank you for calling Linksys.
00:00
Speaker 1
Hi, uh, I was online with, um, the chat person and she had me do all these things because, um, I was, um, unable to load pages and it was buffering, um, with my router and now it won't work at all, whatever she had me do and I lost her. Um, now I have no, no internet. I mean, I have, my modem is working but, but my router won't work now. No, I didn't call. It was online and I was just chatting with, um, the chat in the chat box and she had me do, yeah, all these things and it just went I lost everything because it went offline and I can't. Marcia Cipriano. Yes. Maybe I could get in the history. I'm thinking maybe I could get. The serial number. Oh, let me see. I have the model number. Okay, just a second here. one nine T three zero M two seven A I think it's a zero six, six, four, two. Yes. Well, after, after, after, wait, after the three zero, there's an M for mother.
01:00
Speaker 2
Marcia Cipriano. Uh can you provide me the serial number of your router? Yes, of your router. So, let me verify again. The serial number is one, nine, T for Tom, Thomas, three, zero, seven, two, seven, A for Apple.
02:00
Speaker 1
No, 2, 7, no, no, no, no, 2, 7, 1, 9, T as in Tom, 3, 0, M as in Mike, 2, 7, A as in Apple, 0, 6, 6, 4, 2. Yes, for the V2 after it. And I was okay, well, let me just tell you I was trying to update the firmware because I don't think it's ever done that because I kept dropping and I called my uh spec
03:00
Speaker 2
Mm-hmm. 30M for Mike, 727A as in Alpha. I see. All right, so your Belkin's of router is model EA 7300. Alright. Hold on, I'm checking.
03:00
Speaker 1
and they reset my modem, and they said my modem is okay. And to call, you just to see if it's my router. So the lady, or whoever I was talking to, the AI person, had me do all these different things. And that's when I lost everything cuz she put had me put something in the command. And I don't know what the heck it was cuz I couldn't find the percentage. There's nothing that said the percentage that I was receiving. So, I don't know if you have that the access to the chat or not, but now I don't have any I don't have any internet. E-bony, 33@hotmail.com.
04:00
Speaker 2
Mm-hmm. All right. Um, no, I couldn't answer. Uh, can you, uh, yes. Can you, uh, provide me your email address so I can check?
04:00
Speaker 1
Yes. Yes. Yes. Yes. Yes. Yes. Correct. Right. Oh, what am I going to do now? Now I don't have anything. I don't have any internet now. [silence] Yeah. [silence] I have no idea. I lost the whole thing. I have no internet now. So I maybe I can't even get it through my history because I don't have any internet. It's everything is gone. I don't think I can even get that. [silence]
05:00
Speaker 2
Records if you called us to the phone or another part, so maybe the chat box you were you maybe the chat box you were talking to was an agent or what's the name of the chat agent, Hulah, maybe, yes, and, yes, so I can, uh, help you troubleshoot or do a reset again on your router, but the thing is that your router is already out of warranty it's warranty status expired last 2022, uh, meaning.
06:00
Speaker 1
Applied for what? Upscaled? Okay. I understand. Okay. Paid support? Okay, so let me ask you, well, but the thing is, is she just, it was, it was okay. It just would buffer and all I wanted, all I started doing was I wanted a firmware upgrade. Right, right. [silence]
07:00
Speaker 2
I cannot provide you free technical assistance because the router is already out of warranty. If you want me to walk you through the steps on how to reset or reconfigure again your router, you will have to apply for the paid emergency service. [silence] Uh, since your product is out of warranty, I cannot provide you free assistant. I could only provide you assistance if you pay the paid support. [silence] Yes. If you're. [silence] But that's- uh, I think that's an AI agent will assist you, Marsha, because uh, as our system shows here, your router is uh- already out of warranty. [silence]
07:00
Speaker 1
So you're saying, uh, right. It was right. Correct. Correct. But the AI agent made me not have anything. That's not my fault. She told me to put in all these things and reconfigure everything and then everything's gone.
08:00
Speaker 2
Out of warranty and once the product is out of warranty, we don't we don't provide free assistance. We only provide assistance if you pay the pay connect service. That's the time that we provide your assistance. So I think that's an AI agent that assist you because an agent is a free. An agent is free, it will help you assist for free because it's an AI. Okay. So the, So the, but uh even if your router is down, Marsha, you still have your Spectrum and it's still as you've mentioned, you called Spectrum and their line is okay. So you can still access your internet by using a computer, desktop computer, connect connect it directly to your Spectrum modem and you can
08:00
Speaker 1
Okay. Um, okay. So if I go, so if I turn off, if I turn off Wi-Fi, if I turn off Wi-Fi, will I just be able to just use the internet? Let me turn that off. Okay, let me see. I turned off. [silence]
09:00
Speaker 2
access your internet. Because even without your router, you can still access your internet. Because your router main function is to distribute your internet to your to your home to every part in your home. So it only distributes your internet. But the internet, it, uh-huh. Yes. Uh and if your spectrum yes, and if your spectrum modem is a router, modem, router type, then you can still connect to a Wi-Fi. But the Wi-Fi uh should be the Wi-Fi name from your spectrum. Hmm. But not the lingo. In fact, you can still turn on your Wi-Fi, but,
09:00
Speaker 1
It won't, I don't know how. Well, well, how do I do that? Tell me how to do that. Oh, crap. [silence] Well, you know, so you're saying, like, so your AI person screwed up, my, my Wi-Fi thing, my router and now I'm stuck with it or I have
10:00
Speaker 2
you will have to connect you will have to connect to the Spectrum uh internet name you will have to contact your Spectrum well you will have to ask Spectrum you will have to ask Spectrum what's their wifi name because that's their uh that's their own uh 40. They they're the one who knows what's your internet or wi-fi network name Now if you don't know you can just use an ethernet cable connect it to your Spectrum modem and from there you could access your internet You don't need to type in password because by using a cable Ethernet cable you can directly connect to your internet
10:00
Speaker 1
is she did because I can't use I can't use it now. No, no, I don't know. I don't use a cell phone. Okay, tell me this. How much is it? How much would this cost? How much would this cost to get this router fixed? Cause I need the internet. That's crazy. I got nothing. Okay, I
11:00
Speaker 2
One, no, uh, the payment, no, the payment is for assisting you because your product is out of warranty. Now, if you don't want to pay us Money, what I can, uh, provide to you is an email support, but since you said that, uh, you can, you don't have internet, then you have to use, uh, your phone cellular data. If you have a cellular data on your phone, you can access internet. You don't have a cellular data? Okay, then uh, uh, uh, [silence] actually, you, you still have, as I mentioned, Marcy, you still have an internet because you still have the spectrum modem. It's only your router that got disconnected because you have done the resetting, sir.
11:00
Speaker 1
I understand that, but how do I get it? It doesn't work. where how do I fix that to get it from the I understand. But then But what do I need to set on my computer to get it off of the Wi-fi and the regular router? Okay. So I
12:00
Speaker 2
just. But your router, you still have internet without your router, because you still have spectrum. The one that provides your internet is your spectrum. It's not the router. So. Okay. Okay. Okay. You don't have to get off the Wi-Fi. You just need to connect your computer directly to your Spectrum modem using an Ethernet cable. Once you plug a cable to your Spectrum modem, connect it to your computer, automatically it will connect to internet. You can access internet. That's the reason why you have a modem from Spectrum. That's the purpose and those ports at the back of that modem, that's where you plug in a cable to connect your devices like your [silence]
12:00
Speaker 1
right. I have that. Okay. I'm having, it says here that the Ethernet public network is clicked on. But then why don't I have any it says my device is not discoverable on the network. So what happened? What the heck. What what do I do here? [silence]
13:00
Speaker 2
[silence] [silence] what are you opening, Marsh? On your computer, once you connect a cable, your computer automatically can access internet. You can open a web browser like google.com. [silence] I think you're checking on the uh settings of your router. [silence] If you check on your router settings, you will never see any devices connected to it because your router is already disconnected.
13:00
Speaker 1
okay. all right. how much, would you help me with this? uh, help me, help me fix the router and, and all of this other stuff, how much would that cost? how do I pay for that?
14:00
Speaker 2
Now, to pay for that, uh, we will need your card information. The payment is, will cost you [REDACTED_PAYMENT_DIGITS] US dollar. But, I have to set an expectation, [silence] Marcia, that this paid support is a one-time, non-refundable technical support. That will only last for a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Now, if the [REDACTED_PAYMENT_DIGITS] minutes is up and we're not, uh, have finished the troubleshooting step, then you will have to add another [REDACTED_PAYMENT_DIGITS]-min payment, because the payment is only good for a maximum of [REDACTED_PAYMENT_DIGITS] minutes. And I also have to, uh, inform you that there is no guarantee that we can, uh,
14:00
Speaker 1
Okay. But the the modem, I called them twice. They've checked my modem, reset it, and everything is fine with the modem. So if I, if I pay this money to you without any internet connection. Can you still help me? Can you still help me with without internet?
15:00
Speaker 2
solve the issue because we don't know yet. We haven't started troubleshooting your router. We don't know yet what's exactly happened to your router, why it got disconnected, because it may be a hardware issue or it may be an internet connection or connectivity issue. So there are other causes. Yes. well, Okay, here's the thing: I can help you set up your router, reset your router and set it up. But, the thing is that, as I've mentioned, we cannot guarantee that it will be uh solve your issue because
15:00
Speaker 1
All right. But the thing is, I have to like, I have to disconnect my router and connect it into my modem. Is that what you're saying? In other, yo, you can't help me until I do that. until I disconnect all this other stuff and put a... Is there... How do I... Uh, huh. Okay.
16:00
Speaker 2
Because we don't know yet. We cannot verify that you really have an internet connection because you haven't connected your computer directly to your Spectrum modem to verify that you have an internet connection. Because that's just a word from your spectrum that you're, that you're, so what you mean is that your Spectrum modem, there's a lot of ports at the back of your Spectrum modem. One of the ports is the one where your router is connected to, and there are other available ports there where you can connect your computer to it so that you can verify if what the spectrum is
16:00
Speaker 1
It's, uh, It's a power issue and it happens. It's here. It's at the top of his plate. Uh, switching out. They get themselves plugged. They check that. They check that. They said that the modem is okay. No, they, they did it at the office. They reset it and they said that the modem is working fine.
17:00
Speaker 2
Telling you is 2 if you really have an internet connection. If you connect your computer on that part and then access your internet on your computer, opening a website like YouTube or Google.com and if you can access that it confirms that you have an internet connection from your Spectrum because we cannot be sure that you really have an internet connection just by hearing from your Spectrum that they say you have internet connection because it could be that the internet connection line is okay but it could be that the Spectrum modem the one the box that is connected to your router has a problem it could be also that. Uh did someone came? Did someone came to your house? No. So that yeah that's yeah, that's the problem because uh, they never
17:00
Speaker 1
okay. I understand. can you do this without me going through the trouble of going trying to figure out how to get on the internet through the spectrum motor? can you do it without me going on the modem? can you fix my router without me being on the internet? can you do it? just fix it so that it works. You
18:00
Speaker 2
you have to know the bug is a physical device. it's in hardware. so someone have really uh no to check it. but if you want to push through uh this uh resetting your router, we can do that. but as I've mentioned, I cannot guarantee you that it will solve the issue because we haven't started troubleshooting steps. we don't know yet what is the cause of your router being disconnected. yes, um, as I've mentioned again, I will I'll reiterate again, Marshall. the we haven't started troubleshooting steps. we don't know if the cause your router [silence]
18:00
Speaker 1
Right, but can you do this without, like right now, can you do things to my router, let me reset something without having to go through and trying to figure out how to go directly to my modem and disconnect the router? Can you do it like now if I give you the money? Do you need an internet connection to do what you want to do to diagnose? Okay. You can you can do that without me being on the on line?
19:00
Speaker 2
can uh do a reset on your router? Well, well yes, because uh we're setting the router uh doesn't really need uh an internet connection. It's only when we try to configure it when we start configuring it.
19:00
Speaker 1
Okay, if I pay, you said $15. If I pay the $15, can you help me reset my router without my being on the internet? [silence] Okay, do that. Take pay, let me pay the $15 and walk me through how to reset this router without being online. Okay. Okay. Okay. [silence] Okay. Yes. Yes. Middle initial R.
20:00
Speaker 2
[silence] Yes. Yes, we can do that. Yes. No worries. No worries, I'll walk you through the steps. Okay? Hold on. Now, I'm going to open my my tools for the payment transaction. All right, um, Marcia, the name on the card you're going to use, is it your first name Marcia?
20:00
Speaker 1
Okay. First name, [silence] Marc [silence] I okay, middle Cipriano C-I-P, [silence] R-I-A-N-O. Middle initial R on the card. Five five two four three three zero one eight two. Yes. Three three zero one. Eight two nine. [silence]
21:00
Speaker 2
Okay. I've just verified the spelling of your name so that we don't get it incorrectly. So your first name is Marsha. All right, thank you. And your last name, all right, thank you. Now the card number, okay, that's fine. We only need the first name and last name. Your card number, all hold on, [REDACTED_PAYMENT_DIGITS]
21:00
Speaker 1
Yes, three three zero one, eight two nine one, four zero nine zero. Yes. Ten ten twenty eight. Zero five five. One three seven four six. Yes.
22:00
Speaker 2
[silence] once I've processed the payment, I can send the invoice or receipt to your email. All right. Marissa, I'm going to process now the payment transaction. I'll put you in the order for two minutes, okay? Thank you. [silence]
23:00
Speaker 1
Yes. Okay. it is, yes, it, well, you know, I also did, it says I'm connected because I went through the the the ethernet thing, but I still can't get any, I can't load any pages. Um, and I I also, I have, I I got the commands pr
26:00
Speaker 2
Hello. All right, thank you for patiently waiting, uh, Marsha. I've already processed the payment. And I'll be sending the, I'll be sending the receipt to your emails. Now, I need to uh first to make sure that your router is connected to your spectrum modem. It's already plugged in, right? Um, you see, so it could be an internet connection problem. Uh-huh. Mhm. Mhm. Mhm. Let's see. Let's see. Alright. So, uh Marsha, I've already sent the receipt or invoice of the payment transaction. Let's proceed with resetting your router. So as I've mentioned before, uh connect your router to your spectrum modem. So that will know what
26:00
Speaker 1
Okay, what I think I'll do after this, I is just get another, do you have a comparable one? What's, what's the newer model of the same type of thing? I a [silence]
28:00
Speaker 2
Okay. Hold on. Because your router is an old type of classic router, we have... Actually, we have to dig up the routers information on our system. Usually, the latest Linksys router we have are all model with the letters starting with M, MX... MX Series. Your router is an old
28:00
Speaker 1
Uh, what's, what's the, what's a comparable one? I'll buy a new one in a little bit. MX what? What's the model number? That'd be good for me. 6200. Okay. All right. Okay. Thanks. Yep. Solid white. Yes. Yes. [silence] I'm, I don't have a phone. I'm on the computer. What phone are you talking? I, I don't. Uh-huh.
29:00
Speaker 2
An E series. That's a very old router. Alright. Uh, MX, uh, the - it would be good to have the MX6200. That's - the latest Lenxist router. 6200. Okay. Now, uh Mara, uh, what's the status light of your router? Can you tell me? Is it solid red? Is it? It's solid red. And can you see on your phone or Wi-Fi setting the Wi-Fi name of your router? Uh, Alright. On your computer.
29:00
Speaker 1
[ silence ] [ silence ] [ silence ] [ silence ] My, my link sys. My links it's here. Well, I'm in the, I'm in their, my Wi-Fi. I clicked on the, in the lower right and it says connected and secured. Yeah, I, yes. No, nothing it's a blank page. That's what happened when she gave me that last, re-
30:00
Speaker 2
okay, on your computer, can you go to your computer, Wi-Fi settings? And can you look at the list of available Wi-Fi network name? If you can see your router's Wi-Fi name. Do you know the your Wi-Fi name? Your router's Wi-Fi name. Linksys, My Linksys. So can you see that on the available? List. So you are already, so your router is connected and secured. Uh can you try to open a web browser? Like YouTube. Can you try if it can access your internet?
30:00
Speaker 1
that or whatever. That's what ruined everything. It won't load. pure white. nothing. No matter what I click on. Pure white. And it just up in the little tab, it's just circulating thing loading, loading, and that's it. Nothing comes up. I got... nope. Nope. Nope. Nope, it did before. Okay, no, nothing. It's blank page.
31:00
Speaker 2
So you mean to say, uh, uh, when you open a web browser, like, like YouTube or Google, there's no, it will say no, the page could not be reached. Or what does, can you tell me exactly what does the page shows? [silence] Loading. [silence] And it doesn't even say, uh, if, uh, it doesn't even tell you if the site is not reachable or the site is not found. No? So when you, so we're, all right. Uh, Marcia, so when you connect to your internet, uh,
31:00
Speaker 1
automatically. when, before? I, I, I don't ever have to do anything. It, it connects automatically. if you don't want to. Yes. You mean normally when, when it's working? Yeah, it doesn't say. And it, in the lower right-hand, right now, when I, when I, I have a PC, Windows 11, the lower right-hand corner, I'm clicking on the network thing and it says,
32:00
Speaker 2
When you connect to it did you need to type a password or it automatically connects? K [silence] and when it connects um it it says connected. but no internet or it says connected? Okay. let's do this. Yeah. Marsha. Let's do this. it connects at the material. So it doesn't say connected but no I don't. Sorry. Yes. No. Right now. Yeah. what does it say when you connect? Connected. All right. Okay, now open up... Yes, open... Okay, open the web browser, open a new tab. Say... open a new tab or a web browser, and then type on the address bar. You know, the address bar on the top of the screen. Type one-ninety... No, it's one nine two. No. Just type one two d... one six eight... One nine two one dot... one six eight.
32:00
Speaker 1
192. 168. is that correct? . okay dot oh where'd it go? 192 168. that one. that one. okay that's supposed to be the IP address, right? because that's what was on my okay and then push enter. it says, press space to play, try checking network cables, modem, router, reconnecting to Wi-Fi or running window's diagnostics. just press space to play.
34:00
Speaker 2
[silence] Dot. One. [silence] 192.10.168.1. Yes. [silence] And tell me what do you see in the screen?
34:00
Speaker 1
I pressed... I pressed space and it's... it's got a game. I don't know what that means. Oh. Yes. It's got some kind of game. thing it comes up uh... HTTP colon slash slash 192.168.1.1/ push I... Well it put it in there. It it it automatically put it in there when I when I pressed enter. So I deleted that. It now I got HTTP colon slash slash 192.168.1.1.
35:00
Speaker 2
No. Uh, are you sure you type in 192.168.1.1? If you type that, uh, you should be routed to, uh, Linksys smart wifi home page. No, there's no slash. And then, see.
35:00
Speaker 1
Press enter. It puts a slash in there. [silence] Not from the electrical outlet. Okay. [silence] Yeah. [silence] Okay. Okay, well, all right from the modem. [silence] Okay, now it has two cords. One is the [ethernet ] and one says.
36:00
Speaker 2
Yes. Okay, okay, can you try to unplug your router from your Spectrum modem? No, from your Spectrum. Your router is connected to your Spectrum modem, right? So I need you to unplug it or disconnect it from your Spectrum modem, because we will log in to your router's website offline without internet, okay?
36:00
Speaker 1
one says internet and it's blinking yellow and the other one is connected to where the blue uh things are in the back which one do I unplug? internet uh uh there's there's a blue you know like one two three and four there's one plugged into there into number one and then there's where it says internet there's a cord plugged into that which one do I unplug? yes yes yes to number one uh to the modem wait wait no no no
37:00
Speaker 2
Okay. Uh, the one, okay, your router has one, two, three, four ports and there's a cable plugged into that. Okay. Where does that cable lead to?
37:00
Speaker 1
To the computer. The yellow one leads to the modem. The the internet. The in. The router to the computer. You mean this is temporary? Because I've had it connected this way for years and it's been fine. You're just talking about temporarily. Okay. Hold on and I will unplug the, what is that blue on the back of the router? Um, through the ethernet connections. Is that what I want? Unplug both of them? Okay. [silence] Unpluggng both of them. They're the ethernet connections. Is that what I want? Unplug both of them. Okay.
38:00
Speaker 2
I see. Uh, the one that's, uh, connect your router to your computer. I think that may be the reason why, uh, you're having app. Yes, because if your computer is connected to your router, then you should not connect to its Wi-Fi. You should be able to connect through your internet directly. Yes. Uh, . Yeah. Uh, uh, it's, yeah, it's better to unplug both cables. To be safe, unplug the cables on on your router.
38:00
Speaker 1
Yeah. Okay. Unplug ethernet and internet. Okay. They're like little phone cables, but you have to squeeze them to get them all, I guess. Okay. Okay. Correct. Yep. And the light's blinking. Okay. Okay. Uh-huh. Okay.
39:00
Speaker 2
On your router. Okay? On your router only, unplug the cable. Internet. Yes. [silence] Once you have unplugged that, so your router only have the power adapter that's uh connecting it to a power outlet. Okay? So I need you to go back... Okay. That's right. I need you to go back to your computer. And then on your computer, I need you to uh open a new browser. Close the one that you have open. Close the one that you have open.
39:00
Speaker 1
Oh, GP mode selected. What 192.16.1.192.161.1. What 198.168.1.1. Okay. 192.161, 161.1, 1.1, 1.1. Okay. 192.161, 161.1. Same thing. Press space to play. Now
40:00
Speaker 2
open a new one and then type 192 . 168 . 1 . 1 and let's see what does it say. [silence] [silence] it's went to . 168 . 1 . 1 . 1 192 . 168 . 1 . 1. hit enter. What does the page shows? So that is very wrong. [silence]
40:00
Speaker 1
Okay, well, I'm using Duck Duck Go browser. Now, when I press, all right, how about Chrome. I don't use Chrome, but I have Chrome. All right, let me try Chrome. 1 9 2 dot 1 6 8 dot 1 dot 1, correct? Now I will press enter. Oh, it's no, it's just buffering and it's.
41:00
Speaker 2
Because, but once you typed in that, that is your router's default IP address, right? Once you type that, the page that will appear on the screen should be the Linksys Smart Wi – Fi home page. Okay, can you use another browser? Maybe the browser you're using is ... yeah. Okay, use Chrome. Yes. So what do you see in the screen? Is it Linksys Smart Wi-Fi sign in?
41:00
Speaker 1
say Google No, it just, it's not doing it. It's just, and the tab is buffering, and then the page is a Google page, cuz Chrome is Google Oh god, this is frustrating Yes, I don't have a search bar on this Okay 19 2 1 6 8 Yep, Yep All right, let me, let me try Oh, let me try Firefox See what that does Got 192.168.1.1 Okay [silence]
42:00
Speaker 2
Okay. Let's just wait if it's just buffering. It's sweet. And you make sure to type it on the address bar, not on the search bar. Okay. It should be on the address bar where you type in the site.
42:00
Speaker 1
Oh my God. Nothing. Nope, nope. [silence] Right, yeah no.
43:00
Speaker 2
So I think, um, Marcia, it could be that your router, maybe the thing you uh you've done with it with the previous uh chat uh AI agent you've talked to, maybe it has um done some um settings change on your router uh it's not working it should be, you know, when uh you log into that IP address, uh automatically the page will show the sign in page of your router, whether you are connected on internet or whether you are offline the page should come up with a sign in page of your Linksys Smart Wi-Fi, but since it's not coming.
43:00
Speaker 1
Right. That's the whole problem. Okay, that's the whole problem because it worked. And then she had me type in uh that one I read you because I have it right here. Under Command prompt ipconfig slash release. And then after that she had me go ipconfig slash renew. So that renew is the one that ruined it. So how can I go back to isn't there something I can go back to the one way before she did the release that would be uh
44:00
Speaker 2
Up then, it could be that there was some reset that has been done when you talk with the AI agent that is dropped your route. Mm-hmm. Mm-hmm. No, we cannot because we don't really know how that AI agent troubleshoot your router. Because what we know when we do troubleshooting router is to do a reset on it.
44:00
Speaker 1
Yes, I, that's what, yes, right. That's what I want but it's the, what she started out doing initially was IP config/all. That was the first one. Then she did the, um. Let's see, then she did the release. Then she did the renew. Okay. Okay. Yes, yes. Okay. Okay, but do you want it plugged in? Do you want me to plug it in?
45:00
Speaker 2
[silence] we can do a reset on your router and see if it will work. Do you want? [silence] So that it will be [silence] Okay. Alright. Let's see. Let's hope that it could or connect. So, locate the reset button on your router. It's at the back of your router. There's a small reset button. I think you will need. [silence] the cable. [silence] No, there's no need to plug in the cable.
45:00
Speaker 1
Okay. Okay, now there's a , is it the , the red button, the little red button, okay, you have to get me. Yeah, let me get one. All right. I see. Okay, yep. Am I, do I have to hold it in or just push it? Okay. Yeah. Okay. So what's , So , what's this? And then you have to , then, oh, it was blinking already. It already was blinking. Okay. Still blinking.
46:00
Speaker 2
Just the power outlet. So that your router is still on. So we just need to reset. Yes. You may need to have a pointed object. [silence] because [silence] because it's too small, the pinhole button. [silence] So [silence] you have to press and hold the reset button for about 10 seconds. [silence] So count one to 10 and check the light of your router because it will start to blink. [silence] Once the road [silence] Okay, once the [silence] Okay, you can release. [silence] Okay, and let's just wait.
46:00
Speaker 1
without anything plugged in except power, right? okay. okay. okay. Okay, the light went out. Now it's blinking again. okay. God, this is so frustrating because it worked okay, but except for it was, I thought I just needed, um, an update. firmware update. Does that automatically happen when you get these new?
47:00
Speaker 2
OK, let's just wait for the router to fully reboot. It may take a couple of minutes because yes it's rebooting. We just need to reset router. We don't need need to have it connected. So let's wait for your router to reboot. Once the router be rebooted, it will turn to a solid light. OK. So it's rebooting. So let's just wait, okay? The new router you you you don't need to update it because it has an automatic [silence] [silence] View of 192.168.0.1.
47:00
Speaker 1
Oh, they do. Okay. All right, now the light's steady. Okay, the links is 06642. Okay, now should I put? Yeah, evidently, yeah. That's what I'm looking at. That's what I'm looking at my computer. And then it says, – well, I can't connect, it cause. The
48:00
Speaker 2
Tick update installed on it. Okay, that's good. Now, I want you to uh go to your computer and look on its Wi-Fi setting, look for the Wi-Fi name of your router. Now, your Wi-Fi name of your router may be may no longer be your the previous Wi-Fi name you're using. It's the default Wi-Fi name of your router. You can check at the bottom of your router. There's a default Wi-Fi name there. It's So that's the Wi-Fi name. Now, you go to your Okay, you go to your computer Wi-Fi settings. Look for that Wi-Fi name. If you can see it.
48:00
Speaker 1
Oh it's fine. Oh it's fine. Oh to either one, both cables are unplugged. Oh okay. All right, I'll click connect and then I have to. Enter. Okay. Let me do the password. Oh, okay. All right. Let's see. I hope this is the right password. Oh, the default. Wait, wait, wait a minute. Wait a minute. Connect. It. Do I have to use do I use the password that I made up or the one that's the default password? Oh, geesh. Okay. Well wait, wait a second. Wait a second. I can't see this without a magnifying glass.
49:00
Speaker 2
No, it's a fine because it's Wi-Fi. That's the reason why it's Wi-Fi. You don't need a cable. Yes, uh it's fine because we're going to set up your router offline without internet. Now connect your computer to the default wi-fi name of your router. Once connected, I need you to the default the default the default because it will start back to each default setting. You cannot log you
49:00
Speaker 1
[silence] so the password it looks like is like a VB wi-fi password the old VB, hold on a second. I'll put that in. so so let me make sure you set the register now. Okay. Okay, I put it in. Well, it's checking network requirements.
50:00
Speaker 2
Okay. . . . Yeah, sure. . . . Yes. . . . That's the password on your router, . . . so . . . make sure you type it correctly. . . . It's connected. . . .
50:00
Speaker 1
Will I be able to change it back to my other password? Okay. Okay. Now it says no internet secured. Okay. Yeah, it's a step back, which might be what you need to do to either option. That must be the one that says internet. The one that says... Okay. Hold on a second. Okay. Okay. Okay. [silence]
51:00
Speaker 2
[silence] Yes, if we can access your router's web interface. Now, okay. [silence] That's fine. [silence] That's fine as long as you already connect to the Wi-Fi name of your router. Now, [silence] Marcia, I need you to connect your router to your [silence] Spectrum modem. That cable that's connecting your router to your [silence] Spectrum modem, only that cable, okay? Do not use [silence] the internet. Yes. [silence] Internet. So, only that cable, okay? Internet on your router and to your [silence] Spectrum modem.
51:00
Speaker 1
Okay. Okay. Okay. it didn't really do what okay.
52:00
Speaker 2
Okay. So the one, the other cable that, that's connecting your router to your computer. You don't ah need that, okay? You don't you don't need a cable connecting your router to your to your computer, because we're connecting your computer to your router wirelessly. That is why it's called Wi-Fi. Okay? All right. Now, All right. Now open a web browser Chrome, open Chrome. Um, make sure to close the tab you open before open a new tab. Okay. And then type in 192.168.1.1
52:00
Speaker 1
Oh my gosh. It's not it's it's buffering, it's not doing anything. Oh my God. Now, let me just look here. When I go to the lower right, um, do I turn on? Oh no, now it says the link sticky says connected with the Wi-Fi. But how can I? How wait, wait, wait. How can I use the Wi-Fi if that's not connected to the modem? You know what I'm saying?
53:00
Speaker 2
Hopefully, we can access the interface of your router. What does it say when you enter? 192 1.2.1. Make sure you're not connecting
53:00
Speaker 1
The other one, The other one, that other one, doesn't that connect to the computer itself? The other cord? Well, it's it's not working. Okay, okay, right. Yep. Okay, okay. Now, it says here, it says, No internet. I still don't have any internet. Um, and it's still buffering. Let me try another browser. Oh, my god. The lower right. Okay, now, you know how you look down the lower right and oh, now I have [silence]
54:00
Speaker 2
No, that's not gonna fit. No. Uh, the reason why your computer is connected to your router, that is not a Wi-Fi connection, that is an Ethernet connection. So that's why I don't want you to connect your computer to your router because we're using Wi-Fi connection. Okay? Okay. No. Um, Marcia, where do you see the message, no internet? Is it on the browser or on the Wi-Fi settings? Okay.
54:00
Speaker 1
okay it has the links is 06642 under the little Wi-Fi thing now let me see what that says it says connected it says connected yeah okay okay okay okay okay No, it won't open.
55:00
Speaker 2
Okay, that is... yes, because you will connect because it's your route or WRF name, but it doesn't mean that you have internet because we haven't set up your router yet. So it will really connect. That's why it's saying connected but no internet and that's okay because we haven't set up your router yet. You will only get an internet once we set up your router. So it's fine. Now the problem is that your browser is still loading, right? It's not opening the page. Right. So I think uh let's try this uh
55:00
Speaker 1
okay, a new browser? Are you saying a new page? Okay. Okay. Okay. Okay. Small letters, new
56:00
Speaker 2
direct ... ... ... IP address of your router, see if we could connect to it. I want you to type in ... 19... All right, let's start. Yeah, close the... close the old one and open a new tab. And I need you to type this. Listen. H.T.T.P. colon//192.168.1.1/ UI, yes, all small letters. UI
56:00
Speaker 1
Uh-huh. Local. Okay. Okay. D-Y-N-A-M-I-C. Okay. Okay. Okay. U. I slash local L-O-C-A-L. /dynamic D-Y-N-A-M-I-C /index I-N-D-E-X. [silence]
57:00
Speaker 2
Old local. Local. L-O-C-A-L. Dash. dynamic. D-Y-N-A-M-I-C. Slash Index. I-N-D-E X. Dot and then dot.
57:00
Speaker 1
Oh, okay. Eight? Wait, wait, H-T-M-L? Now, there's just a dot after that. He said after index, H-T-M-L, okay. Okay. Your connection. It it says, your connection is not private. Attackers might be trying to, advance. Okay. Okay. Proceeded in 192, even though it says, unsafe. Okay. Okay. Okay. Now I'm back. No, now I'm back to, press space to play. That's what came up again. and then [silence] PC saying this [silence] the up [silence] well it says it says press space to play and then it says try colon try checking the network cables modem and router next one is reconnect and then it says what running it says running Windows network diagnostics I can I can click on that one but at the bottom it says E R R underscore internet underscore disconnected Yeah
58:00
Speaker 2
I'm pretty sure, it's like other Linksys. Yeah, okay. Then it says drive, see? Yeah, error. Alright, so I think we're going to the end of that. Oops. You see the wires, if you get that page, that's not the router's homepage. You type in the 192 and you get that page, that's not. It's like a different site you are directed, to a different site.
60:00
Speaker 1
When my router is what? So, okay, okay, okay. Let me, let, let me do this.
61:00
Speaker 2
when your router's homepage should be Linksys Smart Wi-Fi. But you're seeing that page. Your router's homepage or site should be Linksys Smart Wi-Fi. You will see a blue, white page with the name Linksys Smart Wi-Fi and a sign-in page. That is what will come up when you log in using the router's default IP address 192. But you are always directed to that page press play, which is a very wrong site. It's like you're your router was disrupted or something may have or it's like a virus thing. It's like it was hacked. Are you sure it's an AI setup? I think things will come popping up and you say I'm sorry but it is the wrong setup here. Seems like it's just a problem with the router but maybe missing many things up.
61:00
Speaker 1
well yeah. I mean, I, I, I clicked on that and she gave me all these things to do. I mean, I'm, I'm assuming it was. it was on, on the site.
62:00
Speaker 2
mean tech support from us. Mm-hmm. Okay. Now, now there's there's two uh probable cause why your router is acting like that. One, uh because your router is already old, so maybe the the configuration that was uh instructed to you by the AI agent might not work on your router because it's already old. So it disrupted your router's uh configuration settings. Another possible cause is that your router's firmware may no longer uh or your router firmware is no longer updated. Uh it's already old, so that's why
62:00
Speaker 1
oh well that's nice oh brother so she ruined it my mo it was working fine it was working fine
63:00
Speaker 2
could no longer accommodate any updates or any configuration in it. And when you had the AI agent configure your router setting, it may have damaged its settings because you are always routed to a different site when you log into your 192. Yeah, or it could... Yeah, actually, your router is working fine because we have done a reset on it and your router's Wi-Fi is there broadcast. So I think it could be a router issue or it could be your computer.
63:00
Speaker 1
No, I just I just ran a virus. No, I just ran a virus scan this morning and it's no, it wasn't my computer. I've never had a problem. So you're saying that whatever she did ruined my Well, all she did was have me go into my command and do the prompts.
64:00
Speaker 2
maybe, as I've mentioned before, maybe there's a virus or it was hacked. Your computer may have been hacked or maybe you but you have no internet access on your computer. You have no internet access on your computer. So how do you confirm? Well, you have to know that your computer is not connected to internet. Because your computer, to connect to your internet, it must be connected to your router. And you're and we have unplugged the cable connecting your computer to your router.
64:00
Speaker 1
that command thing. So this can't even, this can't even work. let me ask you this if I have also have a laptop. Now if, if I go on my laptop, I still can't use it because the, the router's not working.
65:00
Speaker 2
yeah, so it could be uh what I could suggest, mom, is you uh call a technician, a computer technician to check on your computer because maybe there might be uh changes happen on your settings when you uh follow the instruction given to you by the AI agent because the configuration happens on your computer when you're doing the changes. So it could have affected your computer. That's why uh the IP address of your router is not showing the usual home page of the Linksys smart wifi, but it's showing another site. So, maybe Yes. Your laptop could only connect to Wi-Fi and since your router is not working, then it could not connect to Wi-Fi. But uh you have to call, yes, uh Marcia, you have to call your Internet provider Spectrum because your box from Internet uh from Spectrum may be a modem router type. Oh, which means it could also act as a router, if it's a modem router type. So, you have to ask your Spectrum if your modem box from Spectrum is a modem router type. If it's a modem router type, it means you can still access your Internet through Wi-Fi. But if it's just a modem type box, then it means to connect to your Internet, you will need a cable and a laptop doesn't have a port to plug in a cable. Only desktop.
65:00
Speaker 1
Oh, brother. Okay. Well, the reason I have a modem, I have a router, is because the modem isn't a router, I guess. Right, right.
67:00
Speaker 2
So, uh... okay. So, I guess you can only access your internet using an Ethernet cable, and you can only use a desktop computer to connect to the dm modem, because laptops nowadays don't have the port that's the same as the port on the modem box. So, what I can suggest uh, Marsha, is you can either contact a computer technician to check on your computer if uh there might be a changes on its setting, on its configuration, when you do the IP config. And then the other is to uh upgrade your router to a newer uh...
67:00
Speaker 1
Okay. Okay. Well, alright. I'll see. what I'll do is I'll try to get my computer and make sure it's rewired. I use the. well, can I. so in other words, the Ethernet chord, since it's unplugged from the router, if I plugged that back in, might it work with my modem or do I have to directly eliminate the router? is that what you're saying? directly.
68:00
Speaker 2
process router that's using the latest Wi-Fi technology because, as I mentioned, a while ago, your router is an old router. It's an E series, and E series routers from Linksys are already old. Uh, they're no longer, they're outdated, and they no longer have any updates for security or firmware updates. Yeah. Yeah. If you want, if you want
68:00
Speaker 1
Okay. Okay. I'll have to do that. So that so all I need okay.
69:00
Speaker 2
to yes, if you want to access internet on your computer, uh you can uh connect the cable from your computer to your uh modem directly. You don't need the router anymore. You don't need to connect to Wi-Fi because that automatically yes. But and that will also uh verify if you have uh if your computer uh if there is nothing wrong with your computer because once you connect a cable from your computer to your Spectrum modem, you can access your internet, uh YouTube or google.com or any websites. And if you can access that, it means that your computer is fine, your internet is okay. But if you cannot access YouTube, Facebook, any other websites, [silence]
69:00
Speaker 1
So, so the, the internet plug from the router goes into my modem. That's the one I connected and that's what I've been using, right? It didn't go to the computer. I'm bypassing the computer with this router, correct? So we did the right thing. Okay, I'll just try to, um, connect the one that's in the back of the modem into my ethernet on the back of the computer. That should make it work, right? Okay.
70:00
Speaker 2
even if your computer is connected directly to your Spectrum Modem, then it only means that something is not working on your computer something has changed on your computer setting or there is no internet coming from your Spectrum Model. Yes. Yes. Yes. Yes. Yes. Yes. So, in that way, you can also verify or check if there is an internet connection from your Spectrum Modem box and also you can get instant support. you can also confirm if, um, your internet's working. Okay. What people would do is, they connect their computer to, um, internet router at the access point and no internet's coming into, onto your computer and you're verified that you're into your computer.
70:00
Speaker 1
Okay. I just, you know, yeah, but you know what, that AI was, the AI I reached at support.linksys.com. That's where the AI was from. But you have no access to that, right? To the support that? Oh. Call dann an. DPN emergency.
71:00
Speaker 2
also tomorrow so to check uh if there's something wrong with your computer, because there are only two possible reason. It could be you have no internet connection from your Specta modem, or if there is an internet connection from your Specta modem, then uh your computer still cannot access your any website, then it only means that something happens to your computer when you did your configuration thing. Why? Mm. Mm. Yeah. No, uh because that AI is is a built-in on the site, on the support.eetlinks.com. And uh actually when we do uh click on our AI agent,
71:00
Speaker 1
[KEEP_UNCERTAIN] Well, I'm gonna, all I have to do here is just connect. Now, do I unhook the wire that was connected to, do I have to unhook the one that connected to the um router? Let me uh, I'm just gonna connect. Well, I uh.
72:00
Speaker 2
or sometimes the AI agents don't have any connection on our side, so that's why we don't really rely on the AI agent. Because sometimes when the internet connection is unstable, sometimes it will have some glitches on the AI itself. Mm-hmm. Yes, you can no longer use your router because as I've mentioned before, we already tried to access your router's web based interface and still it wouldn't work. So I think the best solution is [silence]
72:00
Speaker 1
Yeah, I'll do that. Okay. Well, well, I usually fix my own stuff. I'm I'm plugging in, okay, I'm plugging in the modem directly to my computer. Now that should do do I need to change any of the other settings? Well, I I have to not do the
73:00
Speaker 2
to upgrade your router or, to hire a computer technician to check on your computer because it may be that it's your computer because we have done the reset on your router and it was working fine because it follows the procedure of what, the light behavior when we reset the router. So, it could be your computer may have some configuration have been changed on it. So, you may need a computer technician to check on that. alright? Then no, just open our website, see if you can access your internet.
73:00
Speaker 1
a Wi-Fi thing, right because it's I have to use the the Ethernet. Okay. Okay, so turn off Wi-Fi and then go to what the network and Internet settings. Go to Internet settings. Go to Ethernet. And it says Ethernet. Yeah, it's it says identifying. Now do I have to like a metered connection? Do I turn that on? A metered connection, should that be on or off? [silence]
74:00
Speaker 2
Yes, because it's- Yes, because it's Ethernet. uh you have to turn off your Wi-Fi and use the Ethernet. so open uh yeah, internet setting and uh click Ethernet. um net to internet. pardon? [silence] there's nothing to-
74:00
Speaker 1
Yeah, that's the only connection, the internet connection was the same, the same port thing that you, that I put the, the router in. Is that the same thing? Well, it's, it's, it says unidentified network, no internet access. Something's not right there. Something. Oh, crap.
75:00
Speaker 2
To click on that. Actually, because once you connect your computer, you using a cable automatically be able to connect. then try to access your website Yahoo.com or YouTube. So it could mean that you really have no Internet coming from your spectrum. Or so it could be your modem, your spectrum modem itself. So there's two things you need to do now, Marcia. You have to call a technician from your spectrum to check on your spectrum modem because it's not showing your cable's function. Okay, so what you're going to do is you will contact us then we shall visit you, visit your home. Yeah, okay. Is there any other questions? I guess you have said to me what I am to do. Okay. So feel free to contact me on the phone. Thank you for my afternoon, by the way. You are very welcome. Okay, have a nice day. Yeah, you, too. Bye.
75:00
Speaker 1
Okay, well, okay, it's, I'm looking here and you can restart the Ethernet adapter or you can check the connection or restart the. I think I'll do all of these and see if any of them help because that's kind of odd that I'm pretty sure that I've got it all plugged in. It says I have power and I have everything with this modem and um, Oh, we have. Okay. Okay, I'll do that. Okay. Okay. All right. Thank you for your help. [silence]
76:00
Speaker 2
Good morning Internet Connection. And the other is just uh called a computer technician to check on your computer because it may be the computer itself, your computer itself is the problem. So it's either uh of the two, your computer or your modem. Right. Okay. Alright. Uh Marsha, we already exceeded the time. So I think uh you better yeah. You better yet call a technician uh which is uh good at fixing your computer and your modem. Okay? You're welcome.
76:00
Speaker 1
Okay, okay. You too, thanks. Bye bye.
77:00
Speaker 2
Welcome. Thank you for calling Linksys, Marsha, and take care. Have a great one. Bye.
77:00