Speaker 1
Hello. Hi I'm Sandra and I don't really know what I'm doing but we had to replace our router and I just put a new router in. I L I N K S Y S and it's the model number's MR7350. So we've connected it up but now somehow we have to get it connected to the television. [silence] and Wi-Fi.
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. Hi, thank you for calling Linksys, this is Joy. How can I help you today? [silence]
00:00
Speaker 1
[silence] uh serial number. Does it begin with a D? No? I don't see anything on here. It just says Max Extreme dual band Wi-Fi 6 router. Oh, I got to go to the router? Oh, okay. Let's see. bottom of the router.
01:00
Speaker 2
Okay. Can you give me this serial number of that linksys device please? Uh, that's the MAC address. The other one that has SN or S slash N. At the bottom of the router itself. Yes, ma'am.
01:00
Speaker 1
WPS. Serial number 33C 10 27C 01596. Spectrum. Kind of a blue almost looks like it's blue with a little red on the outsides. [silence] Well my husband just took the old one out plugged and then re-plugged in this one to where the other one was. [silence]
02:00
Speaker 2
SN. Yes, real number. Yes. And who is your internet service provider? What's the color of the light at the front of your router? Is it solid blue? How did you like, set it up before calling?
02:00
Speaker 1
no. no. Hold on. I don't see a red button at the back. Okay, I'm at the back. Push the red button and wait five seconds. One, two, three, four, five.
03:00
Speaker 2
He did not go to a new website to do a setup or set it up using his app. Okay. Kindly press the reset button of the router five times, the red button. Press it five times. One press every second. At the back. five times. press it five times, press release, press release, like that. Okay. And then observe the light.
03:00
Speaker 1
the light in the front it's, it's kinda like white. no. Well, um, not real, uh yes, it is blinking. okay. my name, Sandra Murphy. oh, no, it's M.U.R.P.H.Y. is F.
04:00
Speaker 2
okay ma'am um so it's now starting to uh please flash so we'll just have to wait for it to uh turn solid okay um what's your first and last name again ma'am yes is it m-e-r-c-y for mercy uh murphy okay and your email address
04:00
Speaker 1
M rich Murphy, that gym my dot com. S for Sandra. And the light is now read. Yes. Okay.
05:00
Speaker 2
[silence] frankly. Okay. Thank you. Is it solid red? Okay, just give it a minute. Let me know if it will change or not.
05:00
Speaker 1
yes. Oh boy. Now you, uh, unplug the router. Okay, I did.
06:00
Speaker 2
Is it still solid red? OK, kindly um reboot both your modem and the Linksys router. So just turn off the router. You can just unplug it. Mm-hmm. Yeah. And then also unplug the power
06:00
Speaker 1
I did the modem first. Have I waited 10 seconds? All right, I did. How do I know it's going online? I don't have the TV on. Should be Wi-Fi when it's working.
07:00
Speaker 2
[silence] of your modem. And then after 10 seconds, you plug back in the modem first, wait for it to go online. Mhm. And once the modem, yeah, you wait for the modem. Yes, you can now plug back in the modem. And then just wait for the modem to go online and once it will go online, you can plug back in the link sys router. Um, is your TV connected Wi-Fi or using a wired cable? Okay. Alright. Let's just figure uh, we will figure out and how to connect your TV later.
07:00
Speaker 1
Yeah, so I've got a lot of green. All right, I have blue on my modem now, so now do you want me to plug in the router? Plugged in blue light, still blue light, flashing blue light.
08:00
Speaker 2
We'll fix the router first, because right now your Linksys router is not yet online, okay, so you can now plug back in, yes ma'am, okay.
08:00
Speaker 1
Whoops, I hope I didn't lose you. Hello. Yes, I'm still here. Okay. It's blue. But it's blue but it kind of like goes on and off.
09:00
Speaker 2
[silence] yeah, I'm still here. [silence] solid blue. [silence] Okay, let's just wait for it to turn solid,
09:00
Speaker 1
it's pretty solid now. All right. Am I using the password on the new router? So, uh, at the bottom, password V, W, E, U, U-P-M-R-0-G.
10:00
Speaker 2
All right, um you have your phone right? Let's or we can also use your TV. Um kindly take note the password that's at the bottom of that router. Take note of the password that's at the bottom of the router. We are going to use that one to connect your TV to the network. you can also take a picture of it. Yes, the new router, the one that's at the bottom. Yes. You only take note of that password. You can write
10:00
Speaker 1
Okay, let me, write it down. Okay, I have it. Okay, and. I almost tangled up here. [silence]
11:00
Speaker 2
or you can write or take a picture. Okay. Okay. And then still solid blue.
11:00
Speaker 1
Yes. Try to connect the TV. Okay. What? Okay, I am turning the TV on. Do I have to do anything to my iPad? Okay, I really don't know how to do this.
12:00
Speaker 2
Okay, good. So you can now try to connect your TV. Yeah. You connect your TV to the Wi-Fi name, links's. Look for that name. Hmm. We can also try to connect your iPad to the new Wi-Fi to check if it's online or not.
12:00
Speaker 1
the television, okay. How about if I go on my iPad? [silence] I well, I have to look up what it was. [silence] Maybe. All right, I have the old router password number. Does that do anything for me?
13:00
Speaker 2
Can you um go to your television settings? Do you know how to do that? [silence] We can try to change your Wi-Fi name and Wi-Fi password back to what it used to be so that your TV will connect automatically to that network name you have before. [silence] Do you know how to navigate the Wi-Fi settings of your iPad? [silence]
13:00
Speaker 1
okay okay Okay, alright, I have my iPad and uh um I could go to my settings and Hmm Nope nope [silence]
14:00
Speaker 2
[KEEP_UNCERTAIN] that password and data old Wi-Fi name that you have is no longer valid it's no longer working since you already disconnected your old router so the password that you will be using and the network name yes uh-huh yes you go to your Wi-Fi setting And then check the Wi-Fi list can you see this there as available network You can't see this in
14:00
Speaker 1
See what? Say that again. No. Wait a minute, wait a minute, maybe I, wait a minute, I might be able to. Okay. It just says Wi-Fi not connected. And doesn't say anything else. Wi-Fi. Oh, I I do see it. Link that up, 569, and it says I need a password. So will I use the one we just had? [silence]
15:00
Speaker 2
Can you see linksys on your Wi-Fi settings? Can you see linksys on your Wi-Fi settings? What can you see on your iPad right now? Mm-hmm. Okay, and then show available network. There is no available. Okay. Yes, you click on that one and connect. Yes. Yeah, the one that you
15:00
Speaker 1
All right, do I have to put caps in? Oh, let me go back and look one minute. [silence]
16:00
Speaker 2
Yes. It's um case sensitive. So, you really must follow what you see on, at the bottom of your router. Mhm. Double check if there's a capital or small letter.
16:00
Speaker 1
it says incorrect password so let me go back and look at it one more time [silence] Capital V, capital W, small E, U, A-P-m-r, I assume that big oh is a number. zero and a little g. join. escaped underscore. Nope. try a little oh. what did you say? A big letter oh, okay. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
17:00
Speaker 2
[silence] uh huh yeah try 0 try O capital O B Big letter O
18:00
Speaker 1
Capital V, capital W, small U, A P M, try a little. A little letter O, it showed as big. capital letter O, but up in cap. try in capital Yep, I'll try it in capital G O, incorrect. Jesus. Incorrect. Are
19:00
Speaker 2
big O big letter O yeah yeah a capital letter zero did not work also right [silence]
19:00
Speaker 1
Do you have the number I gave you? Capital V, capital W, small E, small U, small A, small P, fall M, small R, and then that O. Let me try it as a capital O. Capital G. No. I give up. Let me go back to it and look at it again.
20:00
Speaker 1
[silence] I don't know what's wrong because that's exactly what's on there. Try one more time. Nope, I just went back.
21:00
Speaker 2
[silence] [silence] [silence] That's the password right? The exact password. It's not other number. [silence] [silence] [silence] It's labeled as
21:00
Speaker 1
[KEEP_UNCERTAIN] Yes. It's that zero thing. I don't know what else it could be. It's big. It's a big zero. It kind of looks like a, like the V looks. So I should just use it as a letter, as the O. And then a G. Nope. What else can I do? Can we create our own. Oh, what do you want me to do? I can go read.
22:00
Speaker 2
password okay try again uh... um... hmm yeah yeah try oh yeah before we can create your own password you need to connect first to that network so you really need to input the password [silence] can you
22:00
Speaker 1
Uh, send you an email. I don't know if I'm capable of that. Um, give me your email address. Oh boy. No, I can't. I wouldn't know how to connect them. Uh, say it again.
23:00
Speaker 2
Send me an email with a picture of your router just email it to customer support@linksys.com. Do you have, like, a computer that we can connect wired to the router? Do you have a computer that we can connect wired to the router? Okay.
23:00
Speaker 1
I just don't know how to do this zero again. But we'll try it... as just a zero. Small zero. Let's see what happens. Nope. Okay. Try it. I'm going to do it as a big zero. Nope. So what else can I try it as? I did a little zero and a big one. Let's try capital O. Nope. Damn. [silence]
25:00
Speaker 2
Capital O. [silence] is it V not U? is it letter V not letter U for umbrella? Mhm. or it's not W
26:00
Speaker 1
W what? WV no, it's VW. W all I have is an iPad and television here. I'm in a vacation home, which isn't much of a vacation today. But I thank you for your patience, Joy. Yeah. And you say I have to use the password on the router. What do you want me to do? Yes. Yes. For 15 seconds. Okay. Is that 15? blue. No. white. White. [silence] [silence]
28:00
Speaker 2
Default. [silence] settings. Then. [silence] we're going to set it up again. [silence] go to your router. [silence] And then you press and hold the reset button for 15 seconds. Yes, 15. [silence] That's the light of the router. [silence]
29:00
Speaker 1
No. Okay, it's blue. Want me to let go? Okay. It's blue. Let me know if. Think will, please. [silence]
30:00
Speaker 2
? just wait for it to boot up. okay. yep you can let go now. let me know if it will blink
30:00
Speaker 1
Okay. It's blue. Yes. I did. All right. It's going to red now. Okay. Light is off. Okay. Pretty bright.
31:00
Speaker 2
It's just solid blue. Kindly reset it again. Make sure you press and hold the red button. You press and hold until the light will turn off. Then, release. Wait for the light to turn off before you release. Okay. You can let go now. Then, wait for it to turn.
31:00
Speaker 1
It's blue. It's all blue, blinking a little bit. [silence] Still blue. No, solid. [silence] Oh, little blink.
32:00
Speaker 2
[silence] alright, we're back again. the blue blinking Is it blinking? okay, good. [silence] Let's just wait for it to boot up. Let me know if it will turn a solid purple or a pink, hot pink Blinking blue.
32:00
Speaker 1
still blinking a little. Oh, went to pink. Well, not in the closet, but I have it. I can get it. What do you want me to do? Turn off the iPad. I just turned off my iPad and I'll just put it back on. Right?
33:00
Speaker 2
Okay good. All right. So kindly on your iPad. Did you bring your iPad with you? Yes, kindly get your laptop and bring it with you. Since we uh you connect your iPad again to that network name. You turn off the Wi-Fi first on your iPad then turn it on to refresh the name. The Wi-Fi on your iPad. Yes. Turn off the Wi-Fi yeah. Turn off the Wi-Fi on your
33:00
Speaker 1
Okay. I'm going. This is Wi-Fi, not, Wi-Fi off. Whoops. Wi-Fi off. Turn it back on. It's on. Yeah, I have. VW. E. U. A. P. M. R. What do you want me to do here? Just a zero. Small one. Yeah, zero and a little G. Join. I think it went. I didn't get any anything. I'm on. I think I'm on. Woo!
34:00
Speaker 2
uh zero first. zero number zero. Did it connect? What does it say? Alright, that's good. Um you go back to your router first? Yeah. You go back to your router first and
35:00
Speaker 1
Set. go to the back of the button and the red button and press it five times. and hold it. One, Two, Three, Four, Five. It's white. Yeah. I don't. No. Oh boy, I don't know how to do that. All right. So, um, it's um still kind of white. Okay. Say that again. leave it as it is. And what was the zero? Just a zero. Okay, number zero. Okay. It's uh blue right now. Yup, it's. [silence]
36:00
Speaker 2
Once the router will turn solid blue, I will let you install the Linksys app so that we can customize your network name and password. Okay. All right. Or you just wanted to use the default name and password you have at the back of your router? Um you want to change the default name and password or you just want it to live it as it is? Yes, number zero. Um okay. Yes, ma'am. And don't worry. I will call you back if we get cut off accidentally. All right. Try to check first your iPad if you can go online. If you can Google something or watch YouTube. You go to your app. Yeah. Check your iPad is, it can now connect to the internet. All right. That's good. So yep, your router is now set up. You just have to connect your TV to the wifi name links is and use that password to connect. Um. What's the brand of
37:00
Speaker 1
it's a Samsung or I could call Spectrum, right? I could, they're my provider though. They're my provider. All right. So my, My husband has to go to Samsung then. already set up. I
39:00
Speaker 2
What's the brand of your TV? You can call the manufacturer of your TV to help you out in connecting it to the internet. Spectrum cannot guide you on how to navigate or connect your TV to the internet. You need to call what's the brand of your TV. Yeah, but they will just help you out on the modem side, but on the television side they cannot support it. So what's the brand of your TV? You can call them. Yes, you can call Samsung technical support for that to help you out on how to connect your TV to your wi-fi and let them know your wi-fi is is already set up and online. [silence]
39:00
Speaker 1
Okay, so usually when I come into this house I just go to my settings and my Wi-Fi connects automatically. Does that mean it's going to continue to do that with this new setup? Yup. Okay. All right. Geez. We got to get this TV up and running. Okay. I really thank you for all the help you gave me. All right. That's my husband's job. I've done my job. for
40:00
Speaker 2
yeah. yep. yeah, once it connects to your new setup, um, once you will go back again, it will reconnect automatically. you just really have to connect it first right now, to your new setup. you're welcome, ma'am. so yeah, that's the last step that you need to do in order for your TV to connect. all right? [silence]
40:00
Speaker 1
for the day. Thank you so much. Have a good rest of your day. Oh.
41:00
Speaker 2
Yes, you did a great job. You too, ma'am. Have a good day, bye.
41:00