Speaker 1
Yes. I can't... My router is not letting my internet come through to my TV.
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 products, 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. [silence] Thank you for calling linksys. This is Epi. How can I help you? Okay, so you're unable to connect your TV to your wireless router.
00:00
Speaker 1
OK The serial number is 30 N10 M28 D01803. the model number is Where is it? It is E5400. Yes. Uh-huh. Uhuh No, it won't connect to my phone either.
01:00
Speaker 2
Okay. All right. Can you have like the model number and the serial number of your device, ma'am? Just try to look underneath it. Okay. So, what's your phone... Okay. So, you have an e fifty four hundred. Okay. All right. So, other wireless devices are working? It's just your wireless TV. Okay. Okay, so your phone.
01:00
Speaker 1
Yeah. The laptop won't connect either. Tablet. R Marcy Rosenberg. No, no, M-A-R-C-Y. And the last name, yeah, S-R-G, and I'll let me spell the last name too. It's R-A-U-S-C-H-E-N-B-E-R-G. Marcy or M-A-R-C-Y-R.
02:00
Speaker 2
is also not connected okay how about your computers do you have any computer okay, so, okay, so all all of you're all of your wireless devices can't connect all right, ma'am, let me just create a record, going to have your name, please. Macy M-A-C-Y, right? Oh, F-E-Y okay and what about your email Address Ma'am?
02:00
Speaker 1
At Yahoo.com. Next link. Uh-huh. for as long as I've had it however long that was. I'll be quite honest with you. I don't remember. I didn't think I'd had it that long. [silence]
03:00
Speaker 2
And who is your internet provider? Comcast. Okay. Alright, Ma'am. So actually, since your wireless connection is not connected, uh there's a need for us to verify the settings of your link, uh link system router. Okay. Could be that your router is not communicating properly with your modem. That's the reason why you can't connect wirelessly. And, Ma'am, upon checking here in our system, your router, the C5400 is already out of warranty. How long have you been using this device? Um, five years and a half. Yeah. It shows here in our system that the device is already out of warranty.
03:00
Speaker 1
How old is it? Can I ask you this? How old is the device?
04:00
Speaker 2
So, that means it's no longer covered for free technical support, ma'am. Okay. However, we can give you two options. It's either you go for our website, which is support link sys.com. You can find their articles and how to reconfigure this particular router. You can also take advantage of our AI tool at the bottom right. Okay? So, that's the first option. Our second option is the paid service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one time payment, ma'am, lasting for [REDACTED_PAYMENT_DIGITS] minutes. So I can walk you through the process, set up this router properly, but again, there's a fee for the service, since your device is already out of warranty now. So, how would you like us to proceed? Well, this uh E5400 warranty start date is uh February.
04:00
Speaker 1
So, I've had it two years, is that what you're saying? Okay. Okay, so I've had it two years. How long do routers normally last? I figured, I bought a good one when I got a Linksys, I thought it would last.
05:00
Speaker 2
2024, that's the warranty start date. That's according to the serial number that we have in here, okay? And, Okay, hold on. Yeah, 2024, 16-24. Mm. Yet, most of our customers, yeah, it should last for five years, five to 10 years, ma'am, as long as the router's still functional. Yeah, maybe the problem there in your end is the modem is not communicating properly. Uh, maybe you experience any power outage or the, uh, your internet provider did an update from their end and the,
05:00
Speaker 1
I can't do that myself there's not a button to push or something [silence] support.linksys.com [silence] or I can pay you $15 and you'll walk me through it that what you said [silence]
06:00
Speaker 2
Links as a router lost connectivity from your modem. So there's a need for us to reconfigure the settings. Hmm. Well, it's... uh, this is not just, this is not a plug-and-play device ma'am, so you really need to set up the settings for this uh particular router. So you can take advantage of our website and it's for free. That would be support.linksys.com. You can find there related articles on how to set up this router. That would be support.linksys.com. Yeah. Yes. Support.linksys.com. Yes, or if it's either you, yeah. If you want me to walk you through the steps, there's a bit of a process. [silence] Or you just want me to connect you with our router support unit, that with the timing you're more comfortable with?
06:00
Speaker 1
Okay, I'll pay you $15 and you get my internet back on, right? [silence] Okay, cuz my internet provider said, I've got I mean when I do the speed test or whatever it is, it says connection is excellent. I don't know why it would be throt. I did. I did. I did. That I have a good connection that then, you said it must be in your router and I don't I don't buy a rent a router for it so they don't know if y'all have an update or something. [silence]
07:00
Speaker 2
Okay, ma'am. All right, not a problem. So, uh, let me just update your record here, just give me a minute or two, okay? So you you did yeah you you tried to contact your internet provider, um, prior calling us and they said that you're okay. Huh.
07:00
Speaker 1
And I didn't know it right? [inaudible] probably. We've had some storms so yeah probably. Not for any length of time but maybe a flash. Uh-huh. Okay. You're ready? Okay.
08:00
Speaker 2
Okay. No. Yeah, maybe you, you experienced any power failure. Did you experience share, experience, share, experienced power outage? In the, No. I see, yeah. Okay. All right. So let me just get rid of your credit card. Um, please get rid of your credit card information, ma'am. So I can, uh, process that one. Okay? Uh, hold on. Okay? So let me just stop the recording before we'll process this. So I'm going to stop the recording now, ma'am. By the way, this service is non-refundable. Okay? So if ever, the, uh, the service that we have provided to you, that would be the shoulder. [silence]
08:00
Speaker 1
Okay. Well, maybe I'll have internet, maybe I won't when you're done. Is that what you're saying? Okay. Well, we'll have to take a chance, then. Okay. Visa. Marcy D. Ruchinberg. Mhm. [REDACTED_PAYMENT_DIGITS] 80190, six, four, eight, two, six, eight, eight. 629. 710. 765-to-eight. Um. Ouch.
09:00
Speaker 2
and the expiration? date security code okay alright what's your zip code? alright I'm going to process it now [silence]
10:00
Speaker 1
All right. Where's the remote go, Jill? What does that say? Okay. Okay. I can. Yes.
11:00
Speaker 2
By the way, ma'am, uh the receipt will be sent to your email, okay? Okay, so I'm going to your successfully charged by the amount of $15. So now I'm going to resume the recording so we can start with the troubleshooting, okay? So let me do that now. All right, can you hear me just fine? Okay. All right, ma'am, so let me verify your connection, um, you do have a modem from next link, right? You have a box from them. cable box or Yeah, is it connected to the Linksys router? To the internet.
11:00
Speaker 1
Yes, uh-huh, Yes, Okay. It's an iPad, same thing, right? Okay. Okay, Yes, yes. [silence]
12:00
Speaker 2
I'll be your link, sis. okay. Okay. This one. It's connected to the yellow port, right? Okay. Okay. all right, ma'am. So, uh, right now, your laptop, can we, uh, use the laptop for the meantime? Okay. Let me know if the laptop is ready.
12:00
Speaker 1
Shady. It says it is. No, no. No, it's not. It says no internet. What? Right. No. Where links is, uh-huh. No. Right underneath Wi-Fi. Okay. No internet connection. If this is your Wi-Fi network, try restarting the modem and the router or contact your ISP. [silence]
13:00
Speaker 2
Okay. Are we connected to your wireless network? If you click on the wireless icon at the bottom right, are you connected to your network? You're connected. Okay, let me verify the IP address. You are not. Okay. If you click on the Wi-Fi, can you see your network name? Can you see your Wi-Fi? Is it connected to linksys? Does it have a check mark? No. Can you click on the linksys?
13:00
Speaker 1
Okay. Is that, uh, [silence] It's a [silence] Is that the blue button that says WP? Okay. The red button. Okay, the reset, the red button. Duh, you need to hold it in, for a minute, or what? Okay. Okay.
14:00
Speaker 2
Okay. We'll just have to reset this router to factory defaults, okay? Because it seems that it won't connect to your network. So try to press the reset button at the back of this router. Or at the bottom. Try to look at the bottom. Not the blue button. That's the WPS. Yes. Yes. Push the red button. Just for five seconds now.
14:00
Speaker 1
Okay, how long 's it been? Okay. Okay. We will hide the music for just a different ... On the bottom, on the bottom of the round. One.
15:00
Speaker 2
8010 more seconds. OK. NOW you may let go. All right. And we're waiting for the lights to STOP stabilize. STOP Can you please take a picture of the Wi-Fi settings at the bottom? Do you see the sticker at the bottom? Yeah. Just look for the sticker at the bottom. Yes, bottom of the router there's actually a Wi-Fi name as well as the Wi-Fi password. And so the password is SSHV 5218 as the Wi-Fi name. This looks like it will be. kindly take a picture of that okay so that's done right okay can you check the lights on the router okay can we go back to your laptop
15:00
Speaker 1
okay. So agree. Okay. There's yeah next link links. Yeah. Oh, I thought you wanted to know the name of an app network my internet.
17:00
Speaker 2
Okay? And if you click on the Wi-Fi or if you click on the wireless icon, do you see the name Linksys? Yeah, um, remember, I ask you to take a picture of the Wi-Fi settings. So do you see the name there links or something? Okay, please select that name and connect to it. What's the name of the network, by the way, ma'am? Can you please give that to me? No, no, no, not next link, but Linster. uh, do you see Linksys? What's the? Yeah, what's, what's the name of the network? What what is the name of the Linster network there? Yeah. [silence]
17:00
Speaker 1
0 1 8 0 3 is that what you're saying? yes. Linksys 0 1 8 0 3. yes. Hey, y'all shut up, please. No internet connection. This is your Wi-Fi network. Pray restarting the modem in a restaurant. Contact your ISP,izumab. Touch ID or beefpad corresponding. What else? I don't know what else you want me to. Did it ask what. Let's go back to that.
18:00
Speaker 2
0 1 8 0 3. okay. so it's link 01803, right? okay. yes. please select that network ma'am and then connect to it. [silence] did it ask?
18:00
Speaker 1
Because on my, okay, on my, go ahead. The length is one, yes. And it says no internet connection, yes. Right underneath that, it has networks and it has Lincoln's and that number, then 2.4G, then it has that number, 5G, and then it has repeater 7500. I don't know if it's, well, if the repeater 7500 just plugged into the light socket in there, it's not, I don't, I don't.
19:00
Speaker 2
Okay. When you- Yes, if you click on the name, you see the link systems name there. Yes. Linksys 0 1 803. Yes. Do you have the option to connect or if you click on it, what are the options? Hold on. You have a, you- you do have a Linksys extender as well?
19:00
Speaker 1
Don't I don't know if it's a linksys or not, you want me to go and plug it? Okay. Let me top this password in. It finally asked me for it. OK.
20:00
Speaker 2
Okay. That's all right. Um, just connect to the main network, ma'am, not the uh EOS C. If you click on the links is 0 1 8 0 3 2.4 or 5 gigahertz, try to select that and then connect to it. If it's gonna ask for the password, just type in the password that's underneath the router.
20:00
Speaker 1
Okay, let's get started. Setup wizard will help you configure your router and get it connected. Okay. Uh click on I have red and accept the terms for using this software and then click next. No, let me hit next and see what happens.
21:00
Speaker 2
Okay, tell me what are the options ma'am before we'll click on next. What do you see on the screen? Okay so, those are the only options right? You don't have that option to um, I'll just set this up manually or something like that.
21:00
Speaker 1
okay, Wi-Fi, Wi-Fi settings is what's on here now. Will I just show you, you can. Nope. It's wanting me to put it in. You can personalize your Wi-Fi network by changing the network name and password, or you can just leave it the same. It wants me to put something in. Be sure to use the settings for all wireless devices on your network. You use these settings are okay. Uh, network name, let me just put living room. I'll just change, give it another name. How about that? Living room. [silence] I'm just gonna leave it at that, at this point. Let's see what happens now. And setting up the Wi-Fi network. That's what I've been waiting for. That's what I wanted. Network name, living room. What's our internet type? And then we have an internet type set up. Here's a menu. See the internet type right there? [noise] That's what it wants me to do is input. What do you mean? That's what it wants me to do is input what? Okay. Wi-Fi pass, uh, [noise] [silence] Uh, Let's see. There someone helpful over in the corner. They can call me and tell me to call Best of that's on housing, buddy, Isaac. [silence]
22:00
Speaker 2
Okay. Okay, so you see the WiFi name and the password? Okay. Okay. All right, so you may now change the name, ma'am. Would you like to change the network name as well as the password or you want to keep that? [silence] You want to, you want to stay the same. Okay. All right. That's all right. So just click next. Yeah, you can actually
22:00
Speaker 1
Yeah. Yeah, it is. Just one of them. Okay. Okay. Okay.
23:00
Speaker 2
Put your name then you can you can put the name um is it asking for the 2.4 or the five gigahertz band or just one? Yeah, just separate I'll just just one name, right? If it's asking you for the 2.4 or the five gigahertz man, you can actually separate the name. So just put the name in there and then um put 2.4 at the end and then for the five gigahertz, just put your name and then five gigahertz at the end. Okay, and you can actually keep the Wi-Fi password. So just take note of it. While you still um you have a copy of that it's actually.
23:00
Speaker 1
I need to put the password in, though. I'll change the name. Now I got to put the password in. Okay, I hit next. Oh, it will set my therapy password. Let me stick a password up in there. Hold on. Okay. Korean, I, me, and
24:00
Speaker 2
write down a note underneath the router so you can always look at the password um yeah once you're done changing the names you can click next uh okay
24:00
Speaker 1
That says the web of your router. Can I use the same password, right? Okay. There I go. Put that in. Geez. Well, I put that password in and when I hit next, password disappears. Let me create another password. Just, you know what I mean? Because it's not taking the Wi-Fi password again. Let me just put another password in. [silence]
25:00
Speaker 2
Okay. Yes, you may. Yes, you may, ma'am. Okay. Yes. Just please take note of that password, ma'am, because once we access the router settings, we might need that. Okay. Are you able to type that?
25:00
Speaker 1
Okay. Okay. Okay, that's a good idea. Let's picture this whole okay, all right. Okay. And now I'm pushing save. Okay. Connect to your new network it says. Use the wireless menu on your computer device found below for reconnect. It will continue automatically. Okay, one. Okay, now one. This other network. Let's see. Wi-Fi. It's not connecting. Okay, this page is still on here that says connect to your new network. Do I just need to shut it off or.
26:00
Speaker 2
Okay. You can actually take a picture uh for you to have a copy. Okay. Alright. So it's asking you to connect to the new network. So just go to the Wi-Fi icon again at the bottom right. And uh track if you're able to see your new network now.
26:00
Speaker 1
the Wi-Fi. the Wi-Fi. connecting nearby. oh my gosh. okay. wait. Wi-Fi. yeah. yeah. the first one says living room 2.4 and then Marci 5G. okay. what do I need to click on one of those? does it make? either one of them? okay. and then I need to. and then I guess I need to put my new password in that I put in. right? and join and see if it works. incorrect password for Marci. whatever. oh god. okay.
27:00
Speaker 2
Just click on the Wi-Fi icon at the bottom right. Try to reconnect to your your network. So it shows your name now? Okay. Yep. You can you can I you can either connect. Yeah. To the the 2.4 or the five. Password. Yes. Yes. Right.
27:00
Speaker 1
Let me go back. I'm sure that I hear everybody. I put her outside. She says each right password. Should I put in that link this password and see if that'm gonna work? I do. Auh. Yeah, I did. I did but it didn't then it was wrong. I put it in there two times. Should I try that other password? Oh, wait, hang on, let me try this other one. All done.
28:00
Speaker 2
Okay. Yes try your did you take a picture of the settings before you save it? Yeah, make sure you put the correct password ma'am because the password is case-sensitive.
28:00
Speaker 1
so. Because there was two and I used two different passwords. No, I didn't. Oh, okay, never mind. Here, wait. Hang on. Hang on. Let me put this number in. Hang on. I hate the internet. Excellent is it. No, we can't join. Unable to join. Why is it unable to join? Yeah? Hang on. Hang on. Now it's going back to this page, the Wi-fi page in the settings. So don't, might be doing something. Now my name's up there under Wi-fi. Instead of the link is what's shown.
29:00
Speaker 2
It says "Unable to join." Does it have an option to forget the network?
29:00
Speaker 1
doug it says it's still thinking uh-the 5g um-hmm let me do that one um-hmm let me put it in on there uh yeah
30:00
Speaker 2
Where did you connect, by the way, to the five gigahertz or to the 2.4? Can we try the 2.4 and check if you're able to connect?
30:00
Speaker 1
See if you can feel it. OK, now I'm gonna talk. [silence] Thank you.
31:00
Speaker 2
And you make sure that you put in the correct password now. Does it have a check mark when you connect to the network? No check marks. Did you take a picture when you, uh, change the settings?
31:00
Speaker 1
Yeah. Uh-huh. Yes, I did. I did? Mhm. You'll turn 'em both off. Okay. And then unplug them? Unplug 'em. Okay. Okay. Okay. let me get to it. stop.
33:00
Speaker 2
take a busy, the Wi-Fi settings before you save it? you took a picture, okay, than we turn off your access router ma'am as well as your modem please and turn them both off? Yes. turn them both off for just one minute. unplug both of them just unplug the power. Yes. unplug the power.
33:00
Speaker 1
Okay, but now, not ones off. All right, there we go. Okay. Has the minute gone by yet? is traveling already have kittens? Yeah, you did. Okay. The moment for it? Okay?
34:00
Speaker 2
Okay. So, we'll wait for like a minute before we plug it back in. Turn on your modem first. The one from NextLink, turn it on. First, wait for the lights to stabilize before you turn on your Linksys router back. Okay. Yeah, just uh, yeah, you may turn it on now. Uh uh. Yes, wait for the lights to stabilize. Make sure all the lights are lit up.
34:00
Speaker 1
No, only the power light lit up. Do I have what? No. I don't know. Look, I don't know about all that. I wait them lights. I don't think it's-this, uh, iPad does not have, uh, internet plug. Yeah.
35:00
Speaker 2
And by the way, ma'am, um, is it possible for us to hardwire your computer to the Linksys? Do you have an ethernet port on your computer? Do you have an ethernet port on your computer? Can we like connect it with an ethernet cable to your Linksys router? Oh, it's an iPad? Oh, okay. I thought it [silence]
35:00
Speaker 1
Okay, all the lights are on now on the modem. Yeah, I have a laptop back there in my other room. Okay, do we need to? I pad won't work.
36:00
Speaker 2
it's a computer. Okay, now please turn on the Linksys. Do you have another wireless device or maybe a computer? And we use the laptop? Can we? Yes. Yes, actually we won't be able to hardwire the IPad. So, um, can we use the laptop instead? Can we try the laptop?
36:00
Speaker 1
Yeah. when they don't need it. Okay. I'm close to getting my tech support. Oh, well, good. Hm. Hm. Hm. Okay, just so you know, the light on the thing that are the things that blinks is just on now. Okay, hold on. I got to turn my laptop on. I got two grandkids. You know, school's out. I got two grandkids and they keep coming in asking me all kinds of questions. So I'm sorry if I'm getting interrupted. Okay, I'm on my laptop. Now what are all the facts? No internet access. Yeah. Okay.
37:00
Speaker 2
Okay, now from your laptop, can we look for the wireless icon at the bottom right? Do you see the wireless icon? Yeah, can we click on that icon? And check if you see available networks?
38:00
Speaker 1
ow. it's it's thinking about I guess new devices. Let me see what that is. one draft. Now, the Internet know is the the world looking saying, right? No Internet access. Let's see on available. Okay. Okay. All right. I'm on available. Okay. Yep. Yes. Yes. Yes. Um.
39:00
Speaker 2
Do you see available networks? Okay, can, okay. So, do you see your network gain like the the Linksys 01803 um, yeah, I I believe you rename it. So, do you see the name the the network that you've set up earlier? Okay, can we connect to the network please? That network. Thanks for watching.
39:00
Speaker 1
Okay, wait, I gotta put this password in here again. Go back to that picture. Oh, I got that at the fore, let me see. Yeah, fore. Okay. Okay. It says, connected, secured. Yup.
40:00
Speaker 2
to select it and then connect. Yes, type in the password. [silence] All right, just hit connect. Okay, it says connected, secured. Okay, that's good. Can we check if that computer is online? Try to go online.
40:00
Speaker 1
Okay. Okay. Okay. I punched it and it came up, so it must be on, huh? Okay, yep. It looks good. Yep, yep. Okay, let me get it. Let me go through this. That iPad ain't near as important as my husband's TV girl.
41:00
Speaker 2
open, open, up, a browser, like, Google, Chrome, check, oh, you're, able, to, open, any, website, using, that, computer, are, you, online, can, you, open, router, is, configured, mother, it's, communicating, with, your, modem, can, we, check, your, other, wireless, devices, how, about, your, iPad, can, we, try, to, connect, that, to, that, again.
41:00
Speaker 1
okay okay now let me see if this thing is connected yeah it's a check mark i living room on the ipad okay now okay okay oh man there's craigslist that's a lifesaver okay now you'll check the tv
42:00
Speaker 2
ok so you you see a check mark okay good now please check if the iPad is working try to open um Safari or YouTube app on your iPad yes try to test the tv if it's working so just put in once you connect to your network put in the password just the same thing
42:00
Speaker 1
Oh my word, I think it's gonna work. Okay, yeah, gonna put this, I can pass this for you, okay. Oops, okay, so. Oh my word, I think it's connected. Let me go home now. It's the network name. It says connected. Now let me go over here. Turn that doggone Western channel on. Oh, girlfriend, we have TV. We're all going to live another day. It's working. Yes. Let me ask you something. Why, what, yes, yes, you're a lifesaver. Okay. Now tell me something. Why did, what, what made it, what made it do that? Was it the surge from
43:00
Speaker 2
OK, everything's working? OK, that's very good. All right. OK, ma'am. So actually, what we did was we... Yeah, go ahead. OK. Well, yes. Other cases, ma'am, that if once you have power outage, the router will reset, it's...
44:00
Speaker 1
Okay. So, and what we did, mainly, so mainly what we did was punch that button for about 25, 30 seconds on the bottom of the router, like this. Uh huh. Yeah.
45:00
Speaker 2
Okay. Well, if that goes down, if the Linksys goes down or if your internet goes off, check if you still have the name, if you still have the name that you've set up. OK? Then if it still exists, then what you're going to do first is turn off your modem and turn off the Linksys router. Wait for a minute. Turn on the modem and turn on the Linksys router. If you're still not connected, then you need to perform a reset. [silence]
45:00
Speaker 1
Okay. Okay. What would happen if I just hit that reset button for a minute? Will that maybe reset it and maybe not? Okay. Okay. All right. So I need to keep my finger off that reset button. Is that what you're saying? Yeah, because if I hit that reset button, then I'm going to have to call y'all back, right? Okay. Okay. All right. Well, all I know is we got TV and internet now, so life is good on the hill. Okay.
47:00
Speaker 2
Start with link this and do the reconfiguration. It will just remove the settings to default, and you need to reconfigure It. Yes. Yes. Yeah, the reset is is our last option, ma'am, if if everything goes if everything is not working. So that's a last resort. Okay. You did great, ma'am, and I really appreciate your patience. So would there be anything else?
47:00
Speaker 1
No, that's all. You have just made my night. Huh. Thank you. You too. Bye bye.
48:00
Speaker 2
[silence] Thank you for your time. And okay. All right. Thank you again for calling Linksys. This is P Marci. Have a great night. Take care, ma'am. Thank you. Bye.
48:00