Speaker 1
Welcome to Lexus Support. [ silence ] Yeah. How you doing? Good.
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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher-thannormal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible. Thank you for calling Linksys. My name is Jiro Lugandoko. and good how're you doing?
00:00
Speaker 1
many tornado came through here over the weekend. And we were without power for like four days. And I got notified on the fourth day that our cable company had us back up and running. And all my neighbors were saying they had their cable. but for some reason, we weren't getting it. So what I did is I have a Linksys router that I tried to, I hit the reset button thinking it had a reset because it was off. Well, unbeknownst to me, in our side yard, a tree got blown over and uprooted a main cable line for our property. So I didn't know that at the time. So I don't know, by me hitting the reset button and trying to get it to come back on, it's not resetting. So I'm trying to get it to reset. All right. The model number is MR9610-0B A17-800. It's Terry, first name. Last name is, Coyle, C-O-Y-L-E. [silence]
01:00
Speaker 2
Got it. Can you give me the serial number and model number of your Linxies router? What is your first name and last name so I can create a record for you?
02:00
Speaker 1
top cat T O P C A T 329 at gmail.com Armstrong. It's a, like a reddish purple. Yeah, I'm using my wife's, uh, work one, you know, like in the past, I used to have a, uh, a laptop that I could unplug and the, you know, the, the line from the router into my computer, but these new computers
03:00
Speaker 2
and what is your email address? Who's your Internet provider? Ok. What's the light of the links us for out of the light in front? Ok. Do you have a laptop that we can use or iPad?
03:00
Speaker 1
there's a lot of them don't have like a port for it but my wife's work computer does so I gotta so I need to take the plug out and put it in her computer yes yes I'm assuming it's coming in from uh let me see it's probably coming from outside or somewhere from my outside in there out.
04:00
Speaker 2
Oh Oh wait wait uh let me just make sure so that's lap top has ethernet port right the I'm just checking okay good the light is purple and let's check the cable first at the back of the lynx is running there are ports one of the port is labeled internet is that where the cable plug in right now in the other end of that cable where is that connected to [silence]
04:00
Speaker 1
cable company. "But one other thing, before we go further. In the past, when this had gone out, it's been a "while. ""I didn't have, I have another, I "think the cable company, they replaced my cable "box. And in the interim, they put another "box, which I never had before, which I think "it's a router for the cable companies. Call it "technicolor. ""Did you ever hear that? "Right. ""But see, that was never here in the past. ""But the only thing is, the router "that I bought, the Linksys, it covers about a "3,000 sq foot area. And my wife sometimes works "a "home. And that router "gives her better, you know, coverage, because she "works in a different part of our "house. So, "when that router is connected, she never loses ""connection." "" so does no well I can work through their Wi-Fi in their I mean that router but it's not the coverage that covers our whole house basically gotta be somewhere close to it because the router that I bought for the links I also bought extenders which are connected to this the the links system right right and then
05:00
Speaker 2
Wait, since that is the router, I'm sorry, I caught up. But if that is the router, if there is really internet from the modem or the gateway, that the Wi-Fi of that should be working. Were you able to connect to the Wi-Fi of that and is it working or no? Let's check the topology first. Good thing you mentioned that. So, the internet source, the main internet source is their modem, right? Or their gateway, the technical color. Okay.
06:00
Speaker 1
we haven't their modem as an erris. ARRIS. Right. Right. But right. And I probably don't even need these those extenders with the Linksys router anymore. I think I had a a smaller Linksys router before. And it just seems like at times the signal wasn't as strong upstairs. Everything's downstairs, but my wife works upstairs. So I bought this newer router about three years ago. And it seemed like it covered her working upstairs. So this new uh model MR9610 gives her better coverage.
07:00
Speaker 2
Oh, yeah, okay. Are's and Technicolor modem gateway, then extender, correct? And then lynch's router.
07:00
Speaker 1
We had our Armstrong cable company out here about a year ago, and they replaced our cable box, and I I noticed now I have this Technicolor box, which I believe is that also like a router for them, right? Okay. And the ARRIS is their modem. Strictly their modem. Right. And in the past, I would go online and go out, type in 192.168.1.1. And then click on the Wi-Fi signal, go to connectivity, and basically it would sometimes kick it back on. Well, it's... well, I think it's working, because, you know, I can go online through my phone. You know, which I wasn't... well, but I wasn't able to do it inside my house. If I walked outside my house, I would use that mobile data. But now, since, you know, I think I'm able to be in my house and it lets me use it. But up until three or four days ago, I had to go outside. But now I can I can actually go online being inside my house because the cable
08:00
Speaker 2
well 192 may not work anymore. it's probably adjust to 10 something. 10.0 something. however um going back though. so we can't make the links just rather work if your gateway is not working. it needs to be working first before we can make your links as rather working. maybe you're using a mobile data. I'm sorry to cut down.
09:00
Speaker 1
and everything's up and running so that must mean that that technicolour is working. okay. how do I do that? go to settings? I have an iPhone. go to settings and hit wi-Fi and turn it off? okay. turn it off? [silence]
10:00
Speaker 2
We're gonna make sure of that before we start the troubleshooting. That's really important. So, make sure that the mobile data is turned off. Check your phone. If the mobile data is on, toggle it off. And is that iPhone or Android? Settings. No, not the Wi-Fi, cellular data. Find that. Cellular data. Toggle it off. Yes. And try to check if, while the Wi-Fi is on, try to check if you can pull up a website. If you can pull up a website, maybe the Internet is working. So, we can proceed to do troubleshooting.
10:00
Speaker 1
Yeah, I think I'm able to go online. Yeah, with on my phone. Yeah, I clicked that off. I clicked to sell your data in settings off. By the way, I had a paperclip here, let me find it.
11:00
Speaker 2
You are online? That's without the data, right? OK, good. That's good. All right. Good. That's all I need to know. Now, back to your Linksys router. There's a reset at the back. Press and release that five times. Not too fast, not too slow. One second gap between presses. So, it will sound like this. Press, release. Press, release. Do it five times. Reset button of the Linksys router.
11:00
Speaker 1
I did it five times and the light is now blinking in front. [silence] [silence]
12:00
Speaker 2
Right, it will take five minutes, three up to five minutes, if that it's working, expect the light is solid blue, or kind of aqua blue.
12:00
Speaker 1
yeah bring your passport again yeah yeah You know what? it looks like it stayed solid blue yeah [silence] Should I, keep the cellular data off? Uh-oh. Go to the Wi-Fi. Yeah, I see it. Yep. Wow, it says auto-join and it has a password that's like dotted out, grayed out. You think that's already in there? [silence]
13:00
Speaker 2
a good sign. Now let's go to your phone settings. Wi-Fi settings. Yeah could you put it off for now? Yes and find the Wi-Fi name link sys setup. I'm not sure about the last two digits but that should be underscore link sys setup. Press that and tap connected and if it's asking you for a password it'll be at the bottom of the linksys router. So get that. And enter it. Yeah I think it's connected. So, can you open a website while connected to the Wi-Fi of your linksys router?
14:00
Speaker 1
I went to Facebook and it opened. Is that? Well, I had it set up in the past with the name. Could I just leave it at that? Well, let me see. I'm going back to the under Wi-Fi, the system that it was to before. So I'm just going to see if it connects to that. And it looks like it did. So it did. it looks like. [silence]
15:00
Speaker 2
Like any website will do. Okay, good. So next question, do you want to personalize or customize the Wi-Fi name? Or you want to leave it like that? Lisa set up. Right. I mean, if you're prepared to, if you prefer to leave it like that default, then it's okay, actually. It will be easy for you to get the password, but but yeah, it's up to you. All right. Sure. Click. Okay.
15:00
Speaker 1
Well, no. No. Now it says no internet connections with that. I don't know why that says that. So the the the the website under Wi-Fi, I went to the the webpage that I used to use. I mean the the the network that I used to use. I have another one that I used. Same name, we just didn't have a capital letter. So let me see if that one works. [silence] I wonder why the other one didn't work? Would you know? Because that was the one that we always use. Like the network that I went to. It first clicked on with a little check mark. And then 10 seconds went by and it came back and said it's not connected to the network. [silence] So use that as my - so use that as my network now. Link that link sit up.
16:00
Speaker 2
wait ... ... If that's a different WiFi uh I'm not sure at the time to that but if it's linkzy router WiFi I can help for that and I can answer that. However, does that sound like linksys? Um probably the that's probably the WiFi name of the links before. I'm not too sure. But most likely the case. If that's the case, the WiFi name right now if your linksys router is _ developed setup. So you may need to connect your devices to develop setup or linksys setup WiFi because that is working.
17:00
Speaker 1
Up. that would be my network? For everything. and now how would i know what the password is for that? Well, I see it. It's the password for the underneath. that's on the Linksys. Right. So I could use that from now on? I like. like the thing is, I just. We have Ring Doorbell. You know what that is? Right. So, that's been offline forever because of the power. And now it says that it's still offline.
18:00
Speaker 2
Yeah, that, uh, is it in your home network? Yeah, you're, you're in your home network now. I'm sorry. Yeah, the router itself, uh, there's a password there. There's a password for that. Right. Yes. You can. Yes. Security camera. Mm. Yeah, because they y they need to be connected to Wi-Fi. Right now they're not connected, but your Wi-Fi is working. So what you're going to do is you need to go to the, their, um, network settings and connect them to the length of set up Wi-Fi and once they're connected, they, they should be working. Uh,
18:00
Speaker 1
So go to settings and then where would I go to? Okay, I'm in settings and it's that ring, it's the Ring doorbell. So, okay. So where I'm at settings on my phone right now. So how do I, how do I get this Ring doorbell reconnected?
19:00
Speaker 2
That's all you need to do. Hmm? Yeah, setting. Wait, wait, you lost me. Settings of what? What is that device? Settings of router. Oh, okay. Just go to the network settings. I'm not too familiar with that, but yeah. No, I think Oh, I think you need an app for that. So, you may need to download the app for that Ring Doorbell and then connect that or link that to the Wi-Fi. Once connected that, that should be connecting to. However, that's not our supported out of out of my scope of understanding.
19:00
Speaker 1
See, that, see it was connected to the links router under the old network. The net, well, if we could, that might be more because everything was connected to that old network. Well, I know I know with the, let me see. Yeah, I know what the name is the password for the old system, the old network. The name, see.
20:00
Speaker 2
on your phone, uh, open the link to the app. if you have the app. the. [silence] it doesn't sound like the Lynksys. [silence] uh, is that the Lynksys app or no? the right.
21:00
Speaker 1
Background app refresh and sell your data. it I have it allowed. Well I that. Well I I just toggled those things to say allow. now let me see if I have the app sitting out there
22:00
Speaker 2
All right, I will know what do you see then, after you click allow? All right. Let's back to the Linksys app. All right. I think you do.
22:00
Speaker 1
I must not have it on my screen, but I have it in my, oh I got it, I have it. It said loading. Okay. Connect the router to your modem or source of internet. It says it's connected. Next. Make sure everything has finished starting up. Node light is solid, which it is. It is checking for internet. It says it's connected. Now name your Wi-Fi. So.
23:00
Speaker 2
Mm-hmm. Done? Mm-hmm. Yes. If it's done, press next. Mm-hmm. And yes.
23:00
Speaker 1
I can put, I can put what I had in there, right? Okay. And then the password, I can leave it the same, right? Right. Hi, it's about our privacy, you just said.
24:00
Speaker 2
[silence] Yes, you can make sure that it's really the thing. [silence] [silence] Wait uh it should be the same as the password before. If it's different now, oh yes then.
24:00
Speaker 1
continue log into my email skip that okay create your router password but what am i going to do there create a new password so does it mean, a completely different one than I set up when I named my router,
25:00
Speaker 2
You can skip that part, skip for now. Yes. Mm. Yeah, you'll need to create a password for your, I mean, it's it. It's for you to log into the system settings. And it requires router password. And that password is what you're going to create. Yes. Uh, that the first password you created is for the devices like phone, television, cameras. [silence]
25:00
Speaker 1
So this is different. So this one, I got to create a new one. It just says, use this password to complete setup without an internet connection. It doesn't really say it like how to do it. So I could just put in what I want. Okay. It says I can't have the same characters two in a row.
26:00
Speaker 2
but that password is free to log in. Correct. That's different. Yes. It needs to be unique. It has a requirement. So you need to follow the requirements for the password. Yeah, once you type in something, it will show you the requirements.
26:00
Speaker 1
All right. [silence] Now it's saying configure your Wi-Fi. This could take up to a minute. Links to find devices on your local network. Hit Allow. All right. It says go to your phone settings app and select your new Wi-fi. So that's me to put the password in then, right. Okay. Okay. [silence]
27:00
Speaker 2
Yeah. Go to phone settings. Wi-Fi settings. Select new Wi-Fi. Okay. [silence]
29:00
Speaker 1
You know, I don't know if I added a capital letter in this. Do you think that that might have screwed this up? I mean it's all right. It's showing it's all right, but I I see the old network. I didn't have one capital letter that I added. So should I go back and redo it? Right. All right. How do I get back? I say it's next. I'm Let me.
30:00
Speaker 2
Yeah. Yeah, hold on. You're connected to the Wi-Fi. Are you connected to the Wi-Fi? Correct. All right. Um, let's go back to the app and we can change the name there. Yeah. Next. [silence]
30:00
Speaker 1
It says links the name of my network it says it's ready connect your devices to your new Wi-Fi it shows go to dashboard actually shows iPhone laptop Do you think they're connected then even though it's the same name we just one extra instead of one capital I have two capitals in the middle it it's it's it says last five connections it says an iPhone an iPhone that's offline a laptop but I don't know if that um right one of them yeah two of them are offline right right I did
31:00
Speaker 2
And, anyway, usually it doesn't work, but if it's working, I guess that's fine. So, is your, your device is connected now? Oh, last five connection. I thought they were really online. So, they are offline, correct? And probably the only device is your iPhone since that is connected right now. All right, let's change the name. So, you see the three lines at the top left or sometimes called burger icon. Press that. And then go to Wi-Fi settings, change the name to the original name, like the old name.
32:00
Speaker 1
Okay, changing Wi-Fi name, Pat, will cause all wireless devices to disconnect. You will have to reconnect each device. Do you want to continue? Hit continue, hit continue. as now restarting the wi-fi. [silence] You have like a circle going. It says it could take up to a minute. [silence] It just stopped. It says connected to Lynk, the name of it. When you change your Wi- Fi name, you were disconnected [silence] from the old Wi-Fi network,
33:00
Speaker 2
Yeah, but uh, It's probably because the Wi-Fi got changed now, go to your phone settings and find the Wi-Fi name, the updated Wi-Fi name and connect to it.
35:00
Speaker 1
[silence] Running. [silence] Okay. [silence] It says show me how or logging should I just say show me how or logging into my smart phone. [silence] [quiet music] okay. [silence] Okay, it's put a blue check next to it. [silence] It looks like it's staying. Before when I connected to it, it said not connected, but it must be connected. [silence] So, would that automatically for that security camera being that that's what it was connected to in the app?
36:00
Speaker 2
Uh, just go to your phone settings and find the Wi-Fi, same you created connected that. [silence] Uh, yeah. Uh, can't see it. [silence] I think you need to refresh your hotspot. Uh, the Let's See sign. [silence] There is like a...
36:00
Speaker 1
Yeah. Uh, okay. How about the one, there's two of them. The one now is online. The other one isn't. Uh, you mean the ring doorbell? No. What happened is, I have two devices. They were both not connected. And now, since we switched back to the old, um, network, the one device says it's online, but the other one says it's offline. So, somehow
37:00
Speaker 2
Supposedly, if they're connected to that Wi-Fi before, I think they will connect. But if they don't connect, unfortunately, you will need to go to their network settings and connect them. It's one of them. What's the model number of the other one? Oh, the Ring doorbell, now that's for our support.
37:00
Speaker 1
it recognized the one but didn't recognize the other one. Reconnect it ti. OK. right. Well you been a big what's that? Yeah. I probably will have to I'll probably have to. You mean what did you just say do what? Oh. OK.
38:00
Speaker 2
Alright. Alright, probably you need to restart that ring doorbell and then see if that will connect, but yes, if that doesn't work, you really need to go to the network settings and manually connect them. But yeah, you can try, though. I mean, you can try. Turn it off and turn it back on. Just unplug it from the power and plug it back in, your camera I mean. Or you can wait for them to connect, maybe they will connect later. Thanks. [silence]
38:00