Speaker 1
Hi. Good morning. Thank you for taking my call. The reason why I'm calling is I have a Linksys device. Can I give you the uh can I give you the model number? Okay, so the model number of my router is
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 one 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 product, paid support option may be available depending on the issue. Thank you for calling support. This is. Yes and also the serial number.
00:00
Speaker 1
MR-9000. And then the serial number is 32-A- 1- 0-M- 2-C- A- 07980. Yeah, that's correct. That's the, yeah, no, that's the only Linksys device that I have. So, the reason why I'm calling you is because I have had my printer and my desktop computer, which is a MacBook, uh, not, not connected yet in two weeks, since I set them up.
01:00
Speaker 2
all right, so your Linksys product is model MR9000 and this is the only link list is product you have. No other nodes or other Linksys.
01:00
Speaker 1
[silence] Mac on the same network, 5.0 gigahertz network. And the printer has been intermittently working, in consistently consistent. So, what I have learned from talking to my provider and also talking to someone from HP, my computer and my laptop, I'm sorry, my printer and the computer, both need to be on a 2.4 gigahertz network for the computer to work wirelessly. And I don't know how to do that. I have loaded the Linksys app. But when I load the app and the app says let's look for your router, it can't find it. So that's why I'm calling you. Right. I don't know what you just said, but I hope you can help me. Bruce. Yep. It's Bruce. B-R-U-C-E.
02:00
Speaker 2
Let's see. All right. I understand your concern, uh, sir. I think, uh, as your Internet provider mentioned, you have to connect your printer and computer to a 2.4 gigahertz band so that you won't have any intermittent uh, connectivity issues. But to connect them, uh, I think you might have to separate the bands of your Wi-Fi because I think your Wi-Fi name is only showing a one SSID for both bands 2.4 and 5 gigahertz. Yes. Uh, before we proceed on that, uh, sir, can I have your name so I can create a record?
03:00
Speaker 1
I'm sorry, your audio is not clear enough, I'm having trouble understanding you. Could you please repeat or rephrase your question? There's information missing that I need to address your question
04:00
Speaker 2
Laranee all right gene Thank you and your email address so Larry I and all right Thank you Bruce Who's your internet service provider? Alright. So, I mentioned awhile ago, Bruce, for you to connect your devices to a 2.4 GHz band, you need to separate the band because you only have one SSID or one Wi-Fi name. And that Wi-Fi name you have are both broadcasting both 2.4 and 5 GHz bands. So, to separate the band, you will have to go to your router's web user interface or to separate your bands so that you will have a wi-fi name. Say your wi-fi name is Bruce. Then you will have two wi-fi name, Bruce 2.4, Bruce 5 GHz. So, with
04:00
Speaker 1
[silence] And how much is that? [silence] 50,00? [silence] I'm sorry, 15 or 50? [silence]
06:00
Speaker 2
<start_of_audio> We can do this separation of your gigahertz band or frequency band to the router's web user interface. But before we proceed on that Bruce, I have to update you first of your Linksys Device Warranty status because your Linksys router model MR9000, apparently is already out of warranty. So, I cannot provide you free technical assistance. If you want me to walk you through the steps on how to separate the bands, you will have to apply for the paid Connect service. The paid Connect service will cost you 15 US dollar. That's a one-time non-refundable $15. 5, 1, 5. All right. Okay, I'll pull up first my tools. So I'll pull up first my tools for the payment transaction. Okay, I have to Yes, Bruce. I have to reiterate that this face court is a non-refundable one time, technical support that will only last for this session, a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Once the time is up, you will have to pay again $[REDACTED_PAYMENT_DIGITS] or if you have any issues again with your router and you call us back again, you will have to apply again for the paid support.
06:00
Speaker 1
Name on the card is Bruce W.
09:00
Speaker 2
so your first name b R U C E and your last name L A R a M E E Bruce laramee okay uh the car number all right
09:00
Speaker 1
<start_of_audio>yep Hello. Yes. Okay. Yes. Yes. Yes. Okay. Yes. Okay.
10:00
Speaker 2
Hello. Bruce? Yeah, thank you for patiently waiting. All right. I've already processed the payment for the page support and I've also sent uh, the receipt to your email address B-W, larami@chima.com. Now let's proceed to your concern, Bruce, uh, I need you to access your router's web interface so that we can change the configuration settings of your Wi-FI and separate the bands. So, open a web browser.
13:00
Speaker 1
Hold on a second. Thank you. Okay, I have done so. Okay. Okay. It comes up keep your Wi-Fi handy. Yes. Uh, yeah. Um hum.
14:00
Speaker 2
Okay, so once you open the web browser, type in on the address bar 192.168.1.1. And then hit enter. Okay, do you see the two mobile images or picture? Okay, click on that.
14:00
Speaker 1
Uh, okay. Uh, now it says "access router". So, what is it? I think I did. Hold on one second. I can look and see. I, I think I must have, but hold on one second. Hold on. I think I did. Okay. Hold on one. I may have put it under router. Nope. I don't know it. Sorry. What do I do next? Reset password. Let me try something else. Okay. Hold on one second. Let me try one. Yeah. Try one that's see if this works. Invalid. So, I'm going to have to reset it. Uh, hold on one second.
15:00
Speaker 2
All right. Uh, do you know your router password or uh, uh, you have the did you have created a router password before? Okay. Okay. So, if you know, then type in your router password. Mhm. Okay. Uh, try to type first. Okay. Yes. Try it. If it say invalid. Mhm. It say invalid. Mhm. It say invalid. Mhm. It say invalid. Mhm. Yes. We set passwords.
15:00
Speaker 1
That's very strange, I would've thought that that I would've, oh son of a bitch. Okay, I'm going to reset the password. It's such a pain in the ass. I have spent over an hour trying to figure this out. Jesus, Mary, and Joseph. All right, so it says, uh, reset admin password and then it says, uh, enter the recovery from enter the recovery key from any of your, hold on a second. Mhm. Hold on. Recovery key, I see it. Yep, I see it. Okay. Yeah, see I, yeah, and I have done so. All right. [silence]
16:00
Speaker 2
Okay, check the recovery key. The recovery key is on your router. At the bottom of your router, you can see your Wi-Fi name, Wi-Fi password, and the recovery key. Usually, it's five digits. Okay, type that. You have to create a new admin password, or router password. Okay, so create a new, your router password. Make sure it is case sensitive, it should have letters, numbers, and a special character.
16:00
Speaker 2
Yes. So, if you have a letter, M, if you have a letter, M, you should not type another M. Uh, the letters and numbers should not be repeated. And make sure one of the letters is capital. Yes. Yes. Uh, it's case sensitive so that, uh, your password is secure.
18:00
Speaker 1
Yeah, hold on a second. It's not letting me. Yeah, hold on. Oh, come on. This is ridiculous. Come on. Jesus. Right. So, yeah, I understand. Thank you for that. Mm-hmm. Mm-hmm. Hold on.
19:00
Speaker 2
so once you create your router password you should be on your dash board links in Linksys Smart Wi-Fi which have letters numbers and a special character and I think it should be at least 10 a total of 10
19:00
Speaker 1
Okay. No, sweetheart. I am doing my best to create a password that is acceptable to this to this system and it keeps telling me that I have not chosen a correct password. So would you do me a favor? Please be patient with me. As soon as it works, I will let you know. Okay? I'm doing I am doing my best. I'm 73 years old. I don't have technical skills. So please be patient. Hold on.
20:00
Speaker 2
Okay, so are you in now on the Linksys smart Wi-Fi? Sure. Sure. You can create a simple password, like A, B, C, D, E, one, two, three, four, five. So that you will also not forget your router password. If it's, uh, created simply. Uh-huh. Yep. So there's still some dropping.
20:00
Speaker 1
finally it did it what a pain in the ass yeah it hold on a second okay so now I guess I'm at the main page here so uh it's called network status and all this other stuff so what do I do now? end user license agreement yeah I see that yeah yeah I see them yeah [ silence ]
21:00
Speaker 2
Okay, that's good. OK. Can you do can you scroll at the bottom to the bottom of that page, you will see and user license agreement privacy statement, Can you see that at the bottom? Yeah. can you can you see on the far end, if there's a C letter C and A. Okay. Can you click?
21:00
Speaker 1
I had done so mm-mm. Under the router so it says network Uh under the I saw that again I'm. Yeah. Yeah. Yeah, I hate connectivity up. Okay, I'm on the. Wi-Fi settings okay? Up hold on. Uh okay yeah, I.
22:00
Speaker 2
on that, T. Okay. Okay. That's good. Now, you go back on the top, there's the smart Wi-Fi tools and then the router settings. Under the router settings click on Wi-Fi settings. Connectivity? Do you see Connectivity troubleshooting Wi-Fi settings? No, you hit you no, not Connectivity. It should be Wi-Fi settings. All right. Now once you click your Wi-Fi settings on the basic tag wireless, you will see your Wi-Fi name and Wi-Fi passwords. You can click on show.
22:00
Speaker 1
Yep, hold on a second, don't go away. Yep, go ahead. I'm listening. Yep. Okay, okay, so I already, I understand what you said, but I have to ask you this question. There is already a Wi-Fi name, can I just
23:00
Speaker 2
more, so that you will see the 2.4 and your 5 gigahertz band. All right. Now, Okay, now you can see that on your 2.4 band, you have the Wi-Fi name, say, Bruce. And on your 5 gigahertz band, you also have the Wi-Fi name, Bruce. It is the same Wi-Fi name, right? Okay, now to separate the bands, you just have to add a number two on the Wi-Fi name under the 2.4. And then on the 5 gigahertz, you just have to add five, so that it will separate the band and you will have two Wi-Fi names, Bruce two or Bruce five. So just add a number. Okay. [silence]
23:00
Speaker 1
Just go ahead and add a number to it at the end. Okay. Okay, I'm going to go ahead and yeah, okay. All right, and then on the up. Yeah. Yeah. Okay. Okay. I have I. Now, can I ask you a question. They seem to have the same password. Is that okay? Okay. Okay, hold on. Hold on a second. Don't go away. Hold on. Don't go away. Hold on. Yes. Same password. Do they have? Is that okay? Okay. Okay, hold on one second. Don't go away. Hold on. Don't go away. Hold on.
24:00
Speaker 2
Yes, you just click, yeah, yes, you just click on the top and then just add a number. Okay. And then under five gigahertz, so that you have say if your SSID is Bruce, you have a Bruce number two and then Bruce five under five gigahertz. Okay, then Save the changes, click Apply or OK. Sure. Yes, uh that's fine. Because once you connect to a 2.4, uh the same password it uh doesn't matter because only the 2.4 band is separated with your 5 GHz. So there's no issue with the password. It's okay to have the same. So click Apply.
24:00
Speaker 1
Okay, I just want to take a picture of what I did so I I have a point of reference. Okay. So come down here and hit apply. Okay, which I have done. So it says you're updating Wi-Fi settings. Hold on one second. I'm just taking a picture of that. Just hit yes. yes, to continue. yes, to continue. Okay. Mhm. Mhm. And so it comes up. You're updating Wi-Fi settings. And then it says do you want to continue at the bottom? So I hit just hit yes? [silence]
25:00
Speaker 2
Don't worry, I will not go away, uh, because we're still on the paid support, so we're still not up. Okay. Yes. Yes, and then - and then - Silly. So, just wait, so just wait, because you've made changes on your Wi-Fi name, so just wait. Okay. Yes. Um.
25:00
Speaker 1
Applying changes. Your router is applying changes. The actions you perform may cause devices to temporarily lose connectivity. This may take a few minutes. Just hit the okay button. Okay. I have done so. Now what? Uh, no. There's nothing, there's nothing there. the uh blue light on the uh, on the router flashed a few times and now it's solid blue. And now the s yep, go ahead. Uh, it came back to the WiFi settings. On the WiFi name, uh it's uh got that number two asterisk. Yep. Go ahead. It came back to the WiFi settings. On the WiFi name, uh it's uh got that number two. applying changes
26:00
Speaker 2
Okay. Yes. So what's what's the instruction on the page? No more? Okay. On on the screen? Uh nothing is shown on the screen. And with uh two and number five on the WiFi name.
26:00
Speaker 1
after it, and on the 2.4, it has the number one, now those are the numbers that I chose.
27:00
Speaker 2
See? So you chose 1 and 2 or instead of 2 and 5. Yeah, that's fine, but uh if your other devices would connect, uh they will not know. But since you already know that the number one is uh the 2.4 and the number two is 5, then that's fine. So you click okay. Yes. And then on your phone? Sure. Okay. Mhm.
27:00
Speaker 1
okay. and then, uh, I do, yep. When do I want, the number one? ok. uh, hold on, I need to know that, I need to know the password, which I think I know. Uh, can you hold on one second? I just need to look at, what is it? Right. Um, how much? How much? I can't see. Um, $350. That's $700. Okay. about that. Yeah. Thank you so much. Okay. Um. Yeah. Or cancel or re- or use it again. Um, no, no, I'll start a new order. Okay. Um, okay, I'll be back to it. Okay. Um, thanks. Thanks. me a call. All right.
28:00
Speaker 2
and then on your phone go to your Wi-Fi settings because since you have changed your Wi-Fi name you added a number then your Wi-Fi name will have um a new name so you have to connect your phone to the new Wi-Fi name you have so on your phone go to your Wi-Fi setting and then you will see the two names you have uh made uh with the number one and number two. can you see that? Okay. Now you connect you can connect to one or two depending on your of which uh band you want to connect. [silence]
28:00
Speaker 1
the password don't don't go away hmm uh okay hold on one second uh I'm waiting for it to connect it says joining and it says incorrect password why am I not surprised oh good god this is this
29:00
Speaker 2
Yeah. Yes. [silence] [silence]
29:00
Speaker 1
this ridiculous I have been on the phone for two hours trying to figure this out. This is crazy, hold on. Don't go away. Jesus Christ, yeah. Mhm, Yeah, hold on a second. I have to write it down. Hold on. Boy, this is a curse. This is a curse. [silence] It's OK, I just typed it. This. This is maddening. I need to focus. I usually do this every day, and usually not a problem. This is just a pain. [silence] I guess I'm combining two white. [silence] stand by.
30:00
Speaker 2
okay it's your Wi Fi password you can check on the the browser will lag in because you can view the Wi Fi password under the Wi Fi name you can view your Wi Fi password there yeah just make sure that it's the Wi Fi password okay and not the router password
30:00
Speaker 1
oh. Oh. Okay. Okay. Okay. Okay. Okay. Oh, no. no. No, I don't want to create a new password. Mother of God, what have I done? Oh, no. Oh, no, no, no, okay. Uh, shit. I'm sorry. I screwed up. I screwed up. It's taking me back to uh, reset password. Oh, son of a
31:00
Speaker 2
Because they are different. Okay. Yeah, the router password is the one you use to log in to the web user interface, the one that you can see the settings of your router. While the Wi-Fi password is the one you connect to to your internet. Yeah.
31:00
Speaker 1
bitch. God. uh. You know, I'm coming very very close not being able to continue with this because I'm just losing my patience. uh. I think what I'm going to have to do. I I I really, I can't go on any further. I'm sorry. I'm just going to have to uh. all right, let's start from the let's start with the reset the password. So, uh, access router. uh, let me just think. Mhm. okay, hold on. I'm trying, sweetheart. I'm trying to do the best I can. You going to have to be there with me, hold on. Mhm. uh. Mhm. okay, so, hold on. Mhm. the router password. uh, Mhm. yeah.
32:00
Speaker 2
Mhm. Your router password is the one you created, the one with the letters and numbers. Mhm. Uh can you remember that? Mhm.
32:00
Speaker 1
I find me, okay, router password. Let me try this. Yeah, I know. Okay, hold on one second. Yeah, I'm doing the best I can. and I have every reason to believe this is not going to work, didn't work. All right. So I can't, I screwed up. I screwed up. I for whatever reason, I can't get back in. Um, I I don't know why.
33:00
Speaker 1
uh the answer is I don't know. I'll have to look. Hold on. Hold on. So my phone is connected to Bruce one or the the first one. That's what it's saying. Let me just double check it. Oh, no, no, it's not. It's not. I'm going to change it. So it should be on that one. And now it wants the password for that. Oh, mother of God. Mhm. Hold on a second.
34:00
Speaker 2
Okay, on your phone, are you already connected to your Wi-Fi name, Bruce 1 or Bruce 2? Yes, because you have to connect back to your Wi-Fi name, Bruce 1 or Bruce 2, the one you have made changes. Okay. Okay. Okay, so your Wi-Fi password. You have to type in your Wi-Fi password.
34:00
Speaker 1
I have my what? I do, yeah. Sure. Why... why do I need to do that? Why? Okay, so I'm at a screen - well, I'm at a screen right now where it says, "you haven't added a router or mesh Wi-Fi system." So, find my router, and it takes me back to a screen that said, "Oops. Something is wrong. Call us." So, I can't go any further than that.
35:00
Speaker 2
Uh, you have your Linksys App, right? Uh, did you select Linksys App? Do you have the Linksys app on your phone? And can you can you can you log into that? Can you can you access? So that you can check your Wi-FI password, so that you can confirm what's your Wi-FI password. If you can access that, you can see your Wi-FI password there, so that you will not be. Okay. Uh, let me see. Uh, what did you select when you open the Links App? Did you, uh, use the use the, uh, QR code available at the router, below the router at the bottom to log into the app? Um, I don't think you need a QR code. Um, let me see. I don't think I have that information then. Let me go back. Okay, so what's the one that you clicked on? You clicked on? So, did you click on Find Wi-FI Settings? [silence] On this page? I don't have that. [silence] Where are you now? Where are you now? Okay, we're going to be restart it. Um, all we're going to do is restart it. A three counts. Okay. Okay? [silence] Uh, going to press that button, okay, for three seconds. Three, two, one, go. Okay? [silence] All right, are you, are you able now? Are you able to log in to Linksys? Uh, you can check if the password is correct. Uh, can you check your Wi-FI password is correct? [silence] A fingerprint. [silence] He's saying a fingerprint. [silence] [purring] [electronic blipping and buzzing] [silence] And then, uh, okay. You are able to log in to Linksys. Is that correct? Okay. Um, did you click, uh, Wi-FI?, uh-huh. So, can you tap on Wi-FI on linksys Wi-Fi, your Wi-Fi, uh, tap on the lower portion there. So, after you tap the the Wi-Fi, you'll be able to see the password. Did it work? It worked. Okay, there it is. Uh-huh. Thank you.
35:00
Speaker 1
Yeah, I did. Uh, All right. So what? Okay. Hold on. Manage your Wi-Fi. I'm doing that. Yep. And all right. So now it's asking me for my email and the password. Hold on, because I want to see the password. I, I know what it is. I know what it is now. Hold on. Don't go away. Okay. Hold on. Hold on. Logging in. Okay. And now it brings me right back to that page where I just logged out and logged back in.
36:00
Speaker 2
select Set up a new Wi-Fi or manage your Wi-Fi you have to select manage your Wi-Fi because you already have set up your router, so you don't have, you don't have to set up another network or Wi-Fi because you already have set up your router. So, you should click manage, manage your Wi-Fi. Uh, Okay.
36:00
Speaker 1
it haven't added a router or mesh Wi-Fi system to your account. The choices are, add an existing router, mesh Wi-Fi system or set up a new router or mesh Wi-Fi. Which choice do I want? Okay, all right. So, add an existing router or mesh Wi-Fi system. I'm going to hit find my router, and I'm going to tell you what it comes up with. Something went wrong. We can't detect your router. Want to talk call us. That's what it keeps doing. I don't know. I don't know. So, you know what? I'm done. I'm done. I can't do anymore with this. I'm done. I am absolutely done. I am going to yeah, yeah, go ahead. [silence] can you hear me okay? I can't even get it to talk. What the hell? What? Don't edit my name. What do you mean? Don't edit my name. Answer my question. Don't change my question. There's something wrong with this, <start_of_audio> you can't do this. [silence]
37:00
Speaker 2
Add. Add an existing because you already have an existing router. Okay. I see. Did you, when you open this, I'll link this up. Did you, create an account to link your router? Okay. All right. Hold on. Bruce didn't you [ silence ]
37:00
Speaker 1
Yeah I did, uh-huh. Yeah Right, I I do see the Wi-Fi password Yeah. Hold on one second. Hold on. Yeah, hold on. Okay so right now I'm on that page where it says Wireless. And 2.4.
38:00
Speaker 2
take a screenshot when we were saving your wi-fi name, didn't you take a screenshot? And can you see if you have taken the screenshot with your wi-fi password? Because the wi-fi password should also be shown when you take a screenshot, you can see the wi-fi password. Okay. All right, now connect your phone to your wifi name, the Bruce one you created, and then type in that wi-fi password. Okay.
38:00
Speaker 1
Giga Hertz band Wi fi name, which I know. And then the wi fi password. So I'm going to put that wi fi password in. No, it wants the router password. Yeah, hold on. You don't. You. Uh I'm on the web browser. Oh, let me look. Yeah, hold on a second. [silence]
39:00
Speaker 2
you are right on uh the page I don't understand uh Bruce are you on your phone Wi-Fi settings or on the web browser Okay so on the web before that uh did you connect your phone to the Wi-Fi name you have created Because you need to connect first uh your phone to the new Wi-Fi name you created
39:00
Speaker 1
I understand all of that, but you have to understand that and rightly so, you have been asking me to do many, many things in the last, I don't know, 15, 20 minutes that we've been on here, and I'm getting, I'm sorry to say this, I hate to say it. I'm getting very, very confused and I'm also getting very, very irritated. So what I'm going to say to you is two things. Thank you very much for your help. I am going to end this call now. I am not going to go any further with this Linksys router. I am going to get rid of it, and I'm going to go back to a regular Spectrum Modem that I have some, this is too complicated.
40:00
Speaker 2
you will never be able to access your router's uh settings if you are not connected to your Wi-Fi name. hmm yes, yes, okay, I see no Mm-hmm Mm-hmm [silence]
40:00
Speaker 1
graded for me. I can't do this. I cannot do this. It's not it's not something I can deal with. So, I'm sorry. I'm sorry. I have to end the phone call. I I can no longer take any more instructions. I am I am in overload and I cannot respond appropriately. I'm sorry. So, thank you very much for your time. I appreciate it, but I think we have to say goodbye. Okay, thank you. Bye bye.
41:00
Speaker 2
Yes, it's fine. I see. It's fine. All right, okay, that's fine. Thank you also for calling Winx's support. And if you still want assistance, you can always call us back or you can refer to our support site, support.winxs.com, okay? [silence]
41:00