Speaker 2
**Female Narrator:** Welcome to LinkSys support. To ensure quality service, your call may be monitored. Certain products will be supported, while Elin's 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 than normal 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 a live chat. We apologize for the delay and we'll be with you as soon as possible.
00:00
Speaker 1
S- but there's no word, much get online. If you'll be allowed to the far right side of the screen and you'll I've. we. We have some problems. I know. the other I have to do it. She is. She is so God, she goes out. she goes out. It's just so... Hot water be an audio. Yeah. [silence] [silence] Like [silence] Yeah. well, so why didn't she get doctor and that's very personal. Would you go tell her what John say? I'll just like figuring out. let's get this up. 28, Jan, February, March, April, May, June, July, August, September, October, November, December, 17, 17, 17, 17, 20, 20, 20, 20, 26, and he goes all that straight you've now. Not big, but we do have a big... Um... [silence] What do you think is our boat? All we do is [solid] do that. [silence] Lift is... [silence] [silence] You know, we've never heard from. I noticed. um, [silence] on a power surge. How is the power Like And there's a button on the, on the bottom. That might have been that. midnight did it. No, I mean, it, it, I. Because last time, that, on the bottom and then you never, ever, ever, ever. Because there, this takes it back to fact, to factory reset. Yeah, you're not supposed to ever, ever do that. What? After the reset complete, their Wi-Fi...did you just click it on or did you do...how did you do it? Yeah. It reverts to factory defaults found on the sticker underneath the router. Okay, so you have to connect a computer or phone to the default Wi-Fi network listed on the bottom of the router. See like a single... little dot on your moments. Okay, that's not what I was talking about. Oh, okay. Okay. Was that it? It was blue for a while. But really, I think that's what I was going to have to do. The guy goes, we shouldn't have done that. I go, what? Well, it won't to my internet. So it's not reading it. And when I was researching it, it said that happened. It's like your original modem information, it's called a cache in which means it's kind of in the router, it's like stuck in the router. You know what I'm saying? You got to get it out. Yeah. Oh. And like Spectrum won't come out here and reconnect you to a Linksys router. They'll tell you. Linksys. And the time before, they said, well, there's something wrong with your router, okay? And then I went and bought Linksys. There was nothing wrong with those Orbi routers. See, I think I have to do this. It's all else fails, you can reset the router to its factory default settings. Find the reset button on the bottom or back of the router. That's a little white thing. Press and hold it for 10 to 15 seconds for the lights to pulse or flash red. Once it reboots, you will need to set up the Wi-Fi name and password from scratch using the Linksys app. Use the default credentials located on the sticker on the bottom of the router. I mean, I think I should do that. [silence] I mean, I think I should. Do you know if you can if you have any questions? [silence] [silence] Well you have to you have to have a router yeah the Wi-Fi coming in and then the Wi-Fi comes there the router sends it out so everybody can use it. No. Stop. You're wrong. The black box is not the router. The black box, this mode which said I thought that black a little. Oh so you have to have a router. It brings to the house and then the router's uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh Well, We have three cuz it's now. makes me spread out more we very first here he had a modem a spectrum modem but i'm almost thinking i just reset this to the factory settings and start all over again what it says on here how to do it all else fails reset the router to its factory settings On reset button on the bottom or back of the router. Hold it for 10 to 15 seconds. Wait for the lights to pulse or flash red. Once it reboots, you'll need to set up the wifi name and password from scratch using the link to set Use the default essentials located on the sticker on the bottom of the router. That's where it says, Bellow's pre. And it says DAB 800W. Okay, put me up. She could. [silence] and of all times. like [silence] Hi, we had to replace our spectrum modem and they gave us a new one today, but I can't get it to relink to my Linksys mesh router system. We've tried to -- how you power it off and then, you know, bring it back up, and it won't -- it still won't link. So I don't know if the old information is stuck in there, but I didn't want to do a factory reset until I called in. [silence] Oh, thank you.
25:00
Speaker 2
Thank you for calling Linksys Technical support my name is Paul and I'll help you today. So, for this one then since you have you got a new modem then yes the router might need to be reconfigured. Okay, but let's see what we can do. Yeah without resetting yeah if it's possible we can fix it.
47:00
Speaker 1
First name is Lee. L E I G H. Middle name Ann. Last name De Priest. D E P, as in Paul. R I E S T. Yes. Yes. Correct. Sure. Email is ladaria Shun De Priest 3 at gmail.com. [silence] [silence]
48:00
Speaker 2
without resetting the router. But before we proceed, ma'am, let me create first a ticket. Can I have your first name and your last name. Okay, Lay Bath priest, right? D, E-P-R-I-E-S-T. Gotcha. And how about your email address, ma'm? Okay, so LAD.
48:00
Speaker 1
the model number is ax3000. Okay, I'm sorry, model number MX 2000. sure, the serial number is 50d as in dog 10 M as in Mary 25 C 24604.
49:00
Speaker 2
A; yeah okay so thank you very much man for that clarification I can have the model number of your Linksys router Oh please kind of double check number the model number underneath the device itself So that the AX3000 is the technology that they give you the yeah that bad 2000 okay and how about the serial number of this router
49:00
Speaker 1
Correct. Yeah. Three. We have three.
50:00
Speaker 2
Okay, that's 50 D 10 M for Mike 25 C for Charlie 24 604, correct? Okay, and okay, so your ISP ma'am is Spectrum, correct? Um, okay. Yeah, thank you very much for this information, ma'am. Uh, hold on. Let me just check something. Uh, Spectrum. Okay, and how many routers do you have in total, ma'am? Do you have uh, one, two or three? Okay. This is the box of the okay, thank you. Um, okay, so right now, ma'am, I don't know what's the oh, so before we proceed, ma'am, what I might know what is the make and model of the model that is provided to you by spectrum? The new model that they provided to you.
50:00
Speaker 1
Um. Okay. Sure. Uh-huh. E-S-2-2-5-1. Yes. Is solid.
51:00
Speaker 2
So usually man, yeah, they're after, the model starts with ES or EN yeah something like that or ET [silence] Okay, got it ES 2251. Yeah, thank you very much for this information man, but So let me just double check now the specification of this model AS 2251. Okay, this is a spectrum. Yes, 2251 [silence] okay, so this is the Heatron S [silence] okay. Okay, and just one more thing, I mean, what's the status light that is on the modem? Yeah, can you tell me what is the light?
51:00
Speaker 1
okay, onvote, it is solid blue and it says online. Yes, Empowered. Yes, yes, that is solid red. Is it? It is. It's underscore Belop set up three four nine.
52:00
Speaker 2
Okay, great. So, an line and power light is both are solid blue? Okay, good. And, okay, and how about the longest router man, what's the status light on the main node or we call it as the parent node? Okay, router is. Okay. Okay, and can you double check, ma'am, like the default name of the parent node? So just, yeah, turn the router again. Upside down, please check the default wifi name. It's usually it's _W link _network setup. Okay, can you go to wifi settings ma'am on your phone? [silence]
52:00
Speaker 1
yeah, it is showing and it has a blue check, the light on the top of the mode, yes. yes, okay.
53:00
Speaker 2
you have a view the wireless networks and then you can double check if you see that WiFi name yes develop set up 349 if it's on the Wi-Fi list [silence] it's showing [silence] Oh okay okay so it looks like that the router is in setup mode. By the way, that that status light is it is like pinkish red yes it's pinkish red. Uh so that means it's in setup mode. Okay, so let's try this now let's see if if yeah let's see if we can set this up. So let's start ma'am. So on the parent modem then please uh press [silence] Wi-Fi icon and then look for a network with the name of the router. Uh set up 349 and then type in the password. Yes ma'am. When the router is in setup mode, the status light is pinkish red. The subscriber also needs to go to the parent modem and enter the Wi-Fi setup.
53:00
Speaker 1
Okay. 3, 4, 5. Okay. Now, it's flashing blue. It comes on then goes out. Now, it is solid blue.
54:00
Speaker 2
The reset button. This time press the reset button five times. Just press, release. Press, release. Yeah, press, release five times. OK. Go ahead and press, release. OK. And can you tell me, man, what is the light in the node? Yeah, what's the light behavior? OK. [silence] Is it still flashing right now, man, or solid?
54:00
Speaker 1
five times?
55:00
Speaker 2
It's solid blue. Uh huh. Uh huh. Can you try to press it again, ma'am? One more time, five times. Yes, yeah. Same step. Uh huh. Uh huh. Uh huh. [silence]
55:00
Speaker 1
[silence] It's still, it's still solid blue now. Nope, it's a blue one out and now it's back to the pinkish red, solid. Okay. Okay.
56:00
Speaker 2
How's it going ma'am? What's the status light? Is it still flashing? (Yeah, just give it some time because earlier it just went back to ) biggist red I think. Yeah because pinkish red ma'am that that indicates that the node is in setup mode. So, what are we going to do ma'am? We'll have to perform a hard reset on this node. Okay? of the router. Okay. So, to reset the router ma'am just press and hold the reset button on the bottom. The other one that you pressed. So press and hold it until the light turns blue. Once you see the blue light that's the time you release. So, when you held down the reset button ma'am wait until the light turns off. Then, once the light turns off.
56:00
Speaker 1
Okay. Okay, I've got the reset button going. It's flashing red. Okay. Okay, now it's solid blue, so do I release it? Okay. Okay. [silence]
57:00
Speaker 2
just keep pressing until you see the blue light. So once you see the blue light, let go of the reset button. Keep pressing. yes, yes, now let go. Then this time, let's wait until the light turns back again to pinkish red.
57:00
Speaker 1
[silence] It's no, it's flashing blue. [silence] Okay. I'll let you know as soon as yeah. uh. Tell flashing blue. I will let you know.
58:00
Speaker 2
Okay, how is it ma'am? Is it the same? Is it still pinkish red? Oh, it's still flashing. Just wait until it turns back to pinkish red. Yeah, let me know, ma'am, if it turns pinkish red again. Okay,
58:00
Speaker 1
lots like a pinkish purple, okay. I, flashing white.
59:00
Speaker 2
Okay, good. Okay. So try doing again, Ma'am, five press, press again the reset button five times like what you did earlier. Yes. Okay. How is it, Ma'am? Are you done? Mm - hmm.
59:00
Speaker 1
still flashing white. Still flashing white. Now it took solid blue.
60:00
Speaker 2
How's it going, man? What's the status like?
60:00
Speaker 1
[silence] Now now it's back to red. Solid red. Yes. It's solid red. Okay. So you want me to reboot it? So, you want me to power the modem off?
61:00
Speaker 2
how was it not it did say solid blue this time hmmm pinkish red again yes something okay let's try this one now can you try maybeshall a to reboot the modem is it pinkish red ma'am or solid red this time yeah it's solid red instead of pinkish red okay try to reboot ma'am like the modem yes the modem man yeah and plug the modem for power
61:00
Speaker 1
Hun, okay. Okay. Since, I know that, again. Okay.
62:00
Speaker 2
Yeah, for 10 seconds just then after 10 seconds right get that. [silence]
62:00
Speaker 1
I click back in, but it has not come back online yet. I'm still waiting. Yeah. Usually it takes two or three minutes. [silence]
63:00
Speaker 2
okay mm-hmm yeah it takes time
63:00
Speaker 1
Okay, now I am back for solid blue online on the modem. It is solid red. [silence]
64:00
Speaker 2
Okay. How about the links is? Is it still red?
64:00
Speaker 1
Okay, just the power cord, correct? Okay, it was solid blue. Now it's flashing blue.
65:00
Speaker 2
Don't mind the link. Just unplug and replug it from power. So same thing, mom. Unplug it for 10 seconds, then plug it back. Mhm. Yep.
65:00
Speaker 1
We'll flashing blue. Now it is solid blue. Yes. Okay. [silence] We're back at the_content. I'm sorry, I had a little bit to take care of.
66:00
Speaker 2
[silence] mhm okay, let's give it some time. That's make sure it stays up. Let's give it one minute.
66:00
Speaker 1
It just went to solid red, just now. [silence] As soon as you said that, maybe fingers crossed, but it just went to solid red. [silence]
67:00
Speaker 2
[audio cuts in and out] ma'am okay yeah let's try this one ma'am so hey yeah okay so let's try this map can you go back again now to view wireless networks on your uh laptop then shooting the edit
67:00
Speaker 1
on my lap. OK, hold on.
68:00
Speaker 2
connect to that Velop setup. Wi-Fi name. yeah to the underscore Velop setup three, four, nine, yes. on your laptop. [silence]
68:00
Speaker 1
Okay. And where it says through my Wi-Fi, it says, Action needed okay. Okay, let's see. Okay. Okay. When I go there, it says the network setup 349 action needed no Internet open browser and connect. Let's see. Let's see, what's kind of it saying.
69:00
Speaker 2
[silence] [silence] Yes. [silence] Yeah, if you go to view wireless networks, then connect to Williamson setup 349. Yes, click that Wi-Fi name." [silence] [silence] Click select William setup 349, then click and connect. [silence] Then if it asks for the Wi-Fi password, ma'am just type the Wi-Fi password located underneath the device itself, the default Wi-Fi password. Yeah, that's-okay. Ma'am. Did this just connected, ma'am? [silence] Yeah, is it it shows connected, should be connected.
69:00
Speaker 1
Okay, it says not connected. okay okay okay I went to Wi-Fi it says Velli 349 action needed no an open browser and connect pull on them to it and then when I say open browser and connect it's trying to load uh www.msft connect test.com backslash okay okay on my laptop. [silence]
71:00
Speaker 2
Yeah, try to right click Ma'am and develop so that Wi-Fi name then click on forget network. Yeah, right click dual setup. 349 then click on forget network. That's not one ma'am. Yeah, that's okay. Yeah, just go to view wireless networks and can you see other Wi-Fi networks or view can you see available wireless networks? Yes, on your laptop? Yes.
71:00
Speaker 1
Right, so when I do that, it just, okay. So when I do that, I have, this is not connected. Okay. The three-level art, uh, the Wi-Fi, yup, I click on the Wi-Fi. Okay, it says turn on Wi-Fi, it says turn on Wi-Fi to connect to an available, okay. Turn Wi-Fi back on, it says manually. Is that what I'm going to do? No, it just, no, I can't find
72:00
Speaker 2
Hey, just click the Wi-Fi symbol or the globe. I think it's globe's ins-- it's not connected. Just click the globe icon Then go... Yeah, click on... Yeah, then click on Wi-Fi So it will show you the list of wireless networks. Okay. Can you see the uh Yes. Okay, go ahead, and, man. Uh, no, not manually. Okay, so after you turn on your Wi-Fi map Okay, can you see the list of Wi-Fi networks available? The list of Wi-Fi networks. [silence]
72:00
Speaker 1
That. I clicked on the globe. And it just says Wi-Fi. I clicked that, it says available. Yes. Okay, now I can see. Okay, now I can see. It has the list. And it says MetaThree. Yes, I can see the list. Okay. Okay. Okay. No, no, it's taking me to that web. it's trying to load that website, the MSFT connect test. Okay, let me go. Okay, let me get it here. [silence] Well, it's still thinking. We'll pause here and come back when the site is.
73:00
Speaker 2
Yeah, click on available Wi-Fi. Okay. Yeah, select bellow setup 349 name. Select that Wi-Fi named and connected. Now, when you click on connect named, did it ask you for the for the security key or password? Okay. Can you right click, click that bellow setup Wi-Fi name, then click on forget network?
73:00
Speaker 1
Okay, hold on. One. [silence] No, I went back. [silence] Okay, so I'm going to right click, develop setup. Okay, and click this back. For get. Okay. Okay. Yes. Yes.
74:00
Speaker 2
yeah please right click on it then click on [silence] close then click on [silence] forget [silence] forget network forget network [silence] okay. [silence] so after you click on forget network Memm. [silence] yeah can you still see the below set up WiFi name? [silence] Yeah, it should show up. [silence] It should reappear. [silence] Okay, select again that WiFi name Memm and click on connect. [silence] then this time it should ask you for the
74:00
Speaker 1
Yes. And I'm going to enter my wifi password. Correct? Or no? Yes. Yes. Yep. Sure. [ silence ] Yeah. And it just says action needed no internet. Is it my first laptop? Yeah, my personal laptop.
75:00
Speaker 2
the Wi-Fi password or security key? Okay. Ah, use the one name that is located underneath the router itself, ma'am. Yeah, the default Wi-Fi password. Yeah, use that one. Mhm. By the way, ma'am, this laptop of yours, ma'am, is this a work laptop or your personal laptop? Okay. Yeah, can you open a browser, ma'am? Then plunge Chrome.
75:00
Speaker 1
Okay. Okay. it says connect to Wi-Fi. The Wi-Fi you are using, bellip setup 349, may require you to visit its login page. Okay. Okay. Okay. it won't even. [silence]
76:00
Speaker 2
Okay, just leave it connected. Yeah, open Chrome. Okay, do you have it open? Okay, okay. Okay, so on on the address bar man, on the Chrome window, please type my router. Local.
76:00
Speaker 1
Let me type anything up there. Okay, now tell me again to type. Okay? Okay. Okay. Okay. yes. Yes. Um, it said... Yes. Okay. Okay. Okay.
77:00
Speaker 2
OK, let's my router, my router dot local, L-O-C-A-L. then press Enter. OK, what can you see in the screen after you click on Enter? Can you say like a warning page? Uh what warning are you seeing, man? Is it uh why am I getting this page? OK, yeah, scroll it all the way down, ma'am to the bottom. Then click on continue. OK, so after you click on continue, you will be routed to the privacy page.
77:00
Speaker 1
Okay, it did not, that's not where it, that's not where it took me. When I went to the very bottom and clicked on, it took me to a page that says connect to Wi-Fi. The Wi-Fi you are using may require you to visit its login page. And then it said it said turn on enhanced protection to get Chrome's highest level of security. Okay, Okay. Okay. Okay, so I went back and it went, scrolled to the bottom, and it said, there was a blue box at the bottom that says continue.
78:00
Speaker 2
Okay just click on advanced settings or click on advanced yeah uh there's no Okay that's not the one that we are expecting it should not be the one so maybe there's something wrong with the security on your laptop it should route us like to uh security page Mm-hmm. Yeah just click try to click and continue.
78:00
Speaker 1
Yeah, let's see. Yeah, it just says the Wi-Fi you're using, they'll have the same thing. May require you to visit its login page. Turn on enhanced protection. And then there's blue. There's a little blue box that says connect. Do I have what? Yeah, yeah. Yes. Yes. I have Macbook. Okay. Turn
79:00
Speaker 2
What happened now? [silence] when you click on continue? [silence] Do you have Uh [silence] Yes I can [silence] Blue what was that? [silence] Yeah that's the one that we are expecting ma'am [silence] Should not be the case [silence] Do you have uh what it goes anti-virus software installed on your computer ma'am? [silence] It looks like a [silence] Uh anti-virus software like uh [silence] Norton anti-virus, Mac [silence] Can you temporarily turn them off? [silence] Yeah can you temporarily turn it off ma'am? [silence]
79:00
Speaker 1
off the antivirus, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, okay, let me see. okay, so I will open McAfee, that's what I need to do. uh, uh, yeah, I open McAfee, uh, check for updates, scam change settings, turn on VPN, renew my subscription, um view my account, get help. Um. Let's see. There's one real-time scanning view all settings, would that be it?
80:00
Speaker 2
[silence] because it yes fried and turn off my cafe. It looks like that it's blocking our access yeah to the setup page. Yeah just temporarily for troubleshooting purposes. I'm not sure for that one ma'am. I believe you have to right click. Yeah just right click. They have their adoption like to turn off uh turn off real-time protection. I'm not sure about that.
80:00
Speaker 1
And there's one that says turn on VPN. But I don't see it. Let me see. Let me go back to the NCReal. Okay, antivirus is on. Will I go back and turn it back on? Okay, that said no threats found. Okay, I don't, let me see how I can turn it off. Uh, antivirus. Hmm. Just have to see here how I can turn it.
81:00
Speaker 2
Okay. Can you see an option there? That says, uh, my protection tab? Yeah, my protection option. Or the real-time scanning. Yeah. Can you turn it all? Temporarily. Yeah. Just turn it off. For now.
81:00
Speaker 1
OFF me see real-time scanning. I have run a smart I see let's see I have C-scan detector secure VPN identity monitoring personal data cleanup run a smart scan. Let's see what else I have. My protection is that what you said. Did you say my protection is that what you said? Okay, I can see my protection. Okay, yes, I see that.
82:00
Speaker 2
can you see the option, man, that says real-time scanning? [silence] Can you see that option? [silence] Or [silence] my protection? [silence] Can you see a my protection option [silence] or my protection tab? [silence] My protection. [silence] No, no, that one. [silence] What's that again, man? [silence] Yes. [silence] Yes, can you see that option? [silence] Yeah, please click click it. [silence] Then look for [silence] uh real time scanning. [silence] Okay, [silence] so
82:00
Speaker 1
Okay, turn off. When do you want to resume Real-Time Scanning? I have 15 minutes. Okay. Okay. Okay. And it says "Real-time scanning is off". So it'll automatically be reactivated, correct? Okay. Okay.
83:00
Speaker 2
Yeah, then click on turned it will ask you yeah, then click on turn off, then after you click on turn off, it will ask you like for a duration on how long will you pause. Turn off. Yeah, do you have there are after 30 minutes? Yeah, select 30 minutes. Then click turned off again. Okay, good. Yeah, so you don't have to worry, ma'am, because it will be reactivated after 30 seconds. Yes, it will be reactivated after 30 seconds. Okay, then let's go back now to web browser. Refresh Chrome. Yeah, hopefully, it will get access to setup page. [silence]
83:00
Speaker 1
Go back to the Google Chrome is that what you said? okay I'm back in Google Chrome. Okay close it and reopen Google Chrome. Okay. My router local enter. Yes. Get on it. Continue. I'm getting that same message. connect to wifi. the wifi you you you are using may require you to visit its login page.
84:00
Speaker 2
Yes. Close it, then re- open it again, ma'am. then access again ma'am. My router dot local. Are you getting the same screen, ma'am? Why am I getting this warning? Yeah, same thing ma'am. Please click on continue. then scroll down. then click on continue.
84:00
Speaker 1
Yes. [silence] Yes. Yes. [silence] Okay. Okay. Okay. [silence] Okay. Okay. I get the same lenpes warned. [silence] And try to hit continue again. [silence] Ugh. I get the same thing.
85:00
Speaker 2
Okay, try to click ma'am like the three dots next to the... next to the, next to the address bar. Yeah, on the right-hand side you have there like a three dots. Okay, please click on it, then try then click on new incognito window. Yeah, click it. Your new incognito window. Then it will open you another browser window. Then on that new incognito window ma'am please type again, my router.local Mm-hmm. Yes, go down. Yes, yeah.
85:00
Speaker 1
and then I'll need to take it out of the router and put it straight to my, okay. Hold on. ON ME. No if I can. appropriate HDMI.
86:00
Speaker 2
Yeah, so it looks like that there's something that is blocking on your computer. Okay, how about this one, Mom? Is it, oh, yeah, can you, or is it possible for you, Mom, like to connect this laptop directly to the modem, like bypass the router? Connect via an ethernet cable. Hmm, there's no ethernet port. Yes, yeah, correct. If, that's possible.
86:00
Speaker 1
No, I don't have a place on my laptop to connect. No, I do not. Wait, you know what? My son's computer is here. Let me try that. Hold on. [silence] It's a laptop. It's a laptop with a hundred dollar GPU that has mSHutchg's range of 750 ish. [silence]
87:00
Speaker 2
hmm okay how about this one Mandy you have another computer a laptop or a desktop perhaps yep because that is the only for us to access the setup page how about a tablet okay is that a desktop or laptop
87:00
Speaker 1
Top. OK. [silence] Ooh, that was scary. [silence] OK. [silence] OK. [silence]
88:00
Speaker 2
mm yeah try to try to connect with developer setup wifi name then do the same thing[silence]
88:00
Speaker 1
Okay, you want me to go to Google Chrome? Um, let's see. Here we go. Manage. My phone's turned off.
89:00
Speaker 2
[silence] Yes. Is it connected now, Ma'am, to Philip setup Wi-Fi name? Yeah, make sure it's connected to that name. Yeah, double check. Yeah, it's connected now, Ma'am, to that Philip setup Wi-Fi name.
89:00
Speaker 1
Turn my Wi-Fi back on. Okay, hold on one minute. Yeah, it said develop setup 349 No internet, okay. Go to Chrome. Okay, hold on. Yes, Microsoft Edge. Can I use that or I need to go to Google, okay. My local, my router, not local. Sorry.
90:00
Speaker 2
yeah, that's okay, ma'am. yeah, please launch chrome. Yeah, yeah, then. Yeah, same thing, ma'am. My router, that local. Yeah, that's good. No, You're right. That's OK Ken. And yes, sir. We're out again.
90:00
Speaker 1
Okay, let's see. Go down to the bottom, hit continue. Yeah, his does the same thing. The Wi-Fi hotspot you're using, Bell up 349 may require you to go to its sign-in page. Okay, wait, sorry, you cut out just for a unplug the ethernet cord. Plug the modem right in for the ethernet cord. Okay. So I'm not
91:00
Speaker 2
I believe this has something to do with the modem. Try to unplug the modem from the internet port of the router. So just the computer and the router for now. Yeah, bypass the modem. Yeah, unplug the modem from the internet port of the router. Yeah, unplug the modem from the router. Unplug the cable that is connected to the internet port of link. Yes. So just the link for now. Yeah, stand alone with the modem connected. [silence] [silence]
91:00
Speaker 1
I'm gonna leave them powered on. I'm just disconnecting the ethernet cords. Take it out of the, you want me to take it out of both the router and the modem? Okay. Okay. It's disconnected. I unplugged it from the router. And you want me to plug it back in? Okay, and I'm gonna, okay, hang on a second. I'm, where am I gonna do that at? On the, okay. Okay, okay. Okay.
92:00
Speaker 2
yes yes exactly yes man just the internet ethernet cord ah just the one man that is connected to the internet port on the router just leave the other end connected to the modem yeah from the modem yeah then try again ma'am so this time let's try this try to access 192.168 yeah that's this not okay on the address bar ma'am from the address bar yeah where you type the my router that local so instead of my router that local let's use the numbers yeah type 192
92:00
Speaker 1
okay. okay. and I'm getting the link to this message again. so go down and hit. continue. I got your connection isn't private. attackers might be trying to steal. okay. okay. okay. so at the bottom, it says continue. to 192.168.1.1 and it says unsafe. but it's okay to click it, right?
93:00
Speaker 2
. 168.1.1. Then press enter. Yes. Yes, yes. Go down to the bottom. Yes, continue. Okay, good. Yes. Click on advanced. Then click on continue. To or yeah, proceed to my 192.168.1.1 or continue. Yes. Now. Yes. That's okay. Yes. It's okay.
93:00
Speaker 1
Okay, and that said, let's get you up and running. Download the links to this app for setup. Okay, that said sign in, um, log in with your router password. Okay. Okay, sign in. Then your password will autofill the next time and will be saved to your Microsoft account. Not now, okay? Then we've updated our password requirements to be more secure.
94:00
Speaker 2
okay no just no and just double click the picture of two phones anywhere of the picture just click it use use admin I mean A D M I N for the router password that the default password or in lowercase just make a map now just about now I mean
94:00
Speaker 1
Okay, create a new one. Okay. Okay, so is this something I need to write down so I'll remember it for future? Will it affect the whole computer? Okay. Okay, so tell me what it requires again. Okay.
95:00
Speaker 2
Oh, yeah. Okay. And yeah, sure, it's a new one. So the password should be should at least eight digit characters. Then a combination of letters and numbers and a capital letter. And also include a special character. Tall. Uh, this is just the admin password ma'am. So anytime you can just reset this one using the reset option. So, yeah, it's okay. But still, it's. Yeah, important to remember this password. Yeah. So, for the password, it requires a capital letter, a small letter, a number, then a special character. And it should be eight digit at least. Yeah.
95:00
Speaker 1
on, okay. Okay. Number, Anna. Let's see, that's 10. This one. Okay, it says, save or not now. Should I save that password or click not now? Okay, but will I need it for the future on the computer? Okay, so I guess I need, I guess I'm, okay, okay, okay. So now it brings me up to the Lynxys smart wi-fi.
96:00
Speaker 2
It's up to you, ma'am, it's up to you can save or not now you if you want to save it and that's fine you will need it ma'am, like to in the settings page. Yeah, if you want you can just click it. Okay, you can save it it's up there it's OK Wi Fi page OK good all right so on the link this is smart Wi Fi page, ma'am, please click on trouble shooting
98:00
Speaker 1
okay? okay. okay, got it. okay. let's see. okay. okay. okay. it says factory reset. reset to factory default. okay. and click that on? yes, it is.
99:00
Speaker 2
He click, okay search shooting. Then on the troubleshooting page click on diagnosis. Okay then on the under diagnosis. Page click on Router man and yes, yes, please. Continue yes please. Okay then does after you click on reset, replace the router will start flashing. Okay, so let me know.
99:00
Speaker 1
Okay. flashing blue, let's give it a minute. They replaced it this morning. We have a storm here and it was really weird, we had a bad storm here and we had a storm here yesterday and we had a surge protector and the modem still went out. Everything else on the surge protector was fine. But the modem went out. So my husband checked it in this morning
100:00
Speaker 2
It turns back to solid, purple or pinkish red, then the linkage page to be back. Okay, so while waiting for the router to be ready, ma'am, when did your when did your ISP, ma'am, or when did Spectrum replace the modem? Oh, just this morning.
100:00
Speaker 1
And they said, yeah, it's a common thing. My husband said there was other people there, and they said, all you should do is be able to go plug it back in, and you should be back online. Okay. Okay. Okay. Yes, Yes. Even though, even though my modem shows online, I might not have full Wi-Fi service.
101:00
Speaker 2
Yeah because it could be like that it came through the coaxial cable screenshot and it might be that it's the program that was being hit by the storm it's not like the physical connection the modem because actually yeah since you are getting that message because I'm actually thinking that it might be that the modem is not yet like provisioned on their end that's why if you notice it earlier yeah when we access the 192.1.64 or the my router that local page it ask you like so like it ask you for additional sign on credentials so it actually happens if your modem is not like yet provisioned from your ISP because since you got a new modem that it should be provisioned by your ISP but um yeah exactly
101:00
Speaker 1
But I got you, I got you. Okay. Yeah, I know. I just don't have a device where I can, I know I'm thinking that straight in. Yeah. I, yeah, it's like, you know, our TV is like up on the wall. It's like. Yeah, yeah. I know the only bad thing about all the wireless devices, you know, because they don't have. This is, the, um, the router is back to solid purple.
102:00
Speaker 2
Yes ma'am. Uh yes. So the best way for us ma'am to check is like if you have a wired computer you can connect it directly to the modem. Yeah that's the best way to check. Yeah how about a TV ma'am if your TV is near to the modem then maybe you can give it a try like can you connect via wired if that's possible but if not then yeah don't try to move the TV. Yes that it requires like a lot of like it. Because I'm thinking of that. Or maybe if your son ma'am has like a BS. Yes yes yes that that's what we have nowadays. Okay good. Then how about the setup page ma'am? Is it back as well? The one in do with the.
102:00
Speaker 1
Okay, yeah, it went to download the link that said download, let's get you up and running, download the link for setup. Okay. Um, no, cause it just, when it came back this time,
103:00
Speaker 2
[silence].
103:00
Speaker 1
it came back up sign in log in with your router password. Okay. Okay. When you said router password, is that the one on the bottom or that's just the one I just recreated? Okay, okay. Got it. Okay. Okay. Yeah, the one I just created, it won't let me. It just says internet. It says the same thing. Log in with your router password. Internet connection is down.
104:00
Speaker 2
Yes, yes, type, again, your router password. I believe you save it. You just have to click the box and I think it will auto-populate. Yes, the one that you just created is that one.
104:00
Speaker 1
Okay. Looks like you're not connected to the internet. Troubleshoot. Okay, let me go back to view wireless. Okay. We need to - okay, it went back. It said reset admin password. We need to set up your admin password so you can access settings when you're not online. Enter a recovery key. Okay, hold on.
105:00
Speaker 2
Okay Ma'am, just click on reset password. I just click reset password. Okay then. Oh, you're not connected to the router. Can you go back now to view wireless networks where you can see the available wireless networks? Yes, make sure you're connected to that Belop setup Wi-Fi. name. Okay, yes, yes Ma'am, enter your recovery key. On the bottom of the router. there's a five digit number there.
105:00
Speaker 1
six, four, two, four.omega. And now it wants me to create a new admin password again. Okay, and then just click reset. Okay, and I'm back to that smart Wi-fi tool that the links have smart Wi-fi. It says,
106:00
Speaker 2
I just- you can just use ma'am the same admin password that you created a while ago. yeah that's it. Yes, exactly correct. okay good.
106:00
Speaker 1
Click on C-A. Yeah. I see Yep. Okay? I just clicked it on. Okay okay okay okay Yes. Okay, already
107:00
Speaker 2
Yeah, the Linksys smart WiFi page. Okay. So, on the Linksys smart WiFi page, ma'am, yeah, scroll it down to the bottom, then click on software. S-O-F-T-W-A-R-E. There's a tiny letter down below. Yeah, software. Yeah, click it. Yeah, software, echo, foxtrot, whiskey, alpha, romeo, echo. It's on the bottom of the page. Just scroll it down to the bottom. Yeah, it's very tiny. Yeah, just click it. Okay. So, after clicking software, ma'am, click on connectivity. Then after you click on connectivity, click on administration. Administration. Administration. Uh, administration. Weak, yeah, then under administration page, look for express forwarding. Uncheck enable checkbox. Express forwarding, box, yeah, uncheck it, it's under administration page. Uh, after that, yeah, ma'am, you can also try to disable handoff feature. It's under time control, it's at the bottom of the page. Time control, t-i-m-e control. Time control. Look for handoff, h-a-n-d-o-f. Handoff. H-A-N-D-O-F-F, yeah, click on officers. Disable handoff. Yeah, that's not needed, doesn't work with Linksys if you have Apple product, right? You have to disabled so there's no interference.
107:00
Speaker 1
[silence] apply changes your router is applying changes click okay. Yeah, just took me back. I mean, I clicked okay. We're back to the connectivity page. Got it. Yeah, yeah.
108:00
Speaker 2
Yes, uncheck. Uncheck. Yes. Then click on apply. Yes, click on Okay. Okay, are you are we back, ma'am to the connectivity page? [silence] Okay, so this time ma'am, click on a CA Router Setup or Velo router Setup tab, yeah, next to Administration. Okay, then after that ma'am, click on Setup Note. Oh, by the way, is it asking your for your SSiD and Password? Okay, so
108:00
Speaker 1
okay. We just use the one that's on the bottom of the node, the parent node. Is that okay? Yeah, we're we don't always guys have. I'll just type. Yes. Just type it there, okay?. And then hit set up node.
109:00
Speaker 2
it asked to ma'am? Yeah, please enter your preferred wi-fi name and preferred wi-fi password. Yes, you can you can personalize this is where you can personalize the wi-fi name. Yeah, just enter. Oh, so that's the one that we are using all the time. Yes, so if that's the case mom then you have to yeah, just type it there.[silence]
109:00
Speaker 1
Okay, it says router, before done that, it says router not found. You're not yet, you're not connected back, right? Yeah. Yeah. Yeah. Yeah. Yeah. Okay. It is solid blue. Okay. Now it's flashing blue.
110:00
Speaker 2
a b node ma m yeah reconnect the modem okay after you click on setup node so click setup node then reconnect the modem to the internet port of the linksys router yeah to the internet port after you click on setup node yeah that's okay ma'am that's okay ma'am yes connect back the cable coming from the modem to the internet port of linksys okay so what's the status light now ma'am on the linksys router is it flashing yes I think it should flash yeah just give it some time
110:00
Speaker 1
Now it is back to solid red. Ah, what kind of pinkish red? Yeah, yeah, it makes, yeah, it is kind of a pinkish red, yeah. Yes. Yes, I do. Okay, it says router not found. You are not connected to your router.
111:00
Speaker 2
positive Definitely right, or [silence] Pinkish red. [silence] Yeah, like [silence] hot pink, something like that, di. [silence] Like hot pink, like there's a shade of pink, something. [silence] Is it solid? [silence] Do you still have the link Syspage open, mam, on the computer? [silence] Uh what do you see on that page right now? [silence] Yeah, can you double check if you're still connected to that setup Wi-Fi name?
111:00
Speaker 1
Okay. I'll hit retry. Thanks to you. Okay, it's listed under there, under my Wi-Fi, and it says it has my underscore setup 349, and it said action needed.
112:00
Speaker 2
go to view wireless networks. Yeah, look for... Yeah, check if you can see again the bell setup name. Then double check if you are still connected to that thing. [silence] Go to back to actually need it. Okay. Yes, at this point now, it seems that there's an add for us like to check your connection. That's
112:00
Speaker 1
Excuse me? No it does not neither one of my neither one of these laptops do. Okay so probably you need to have spectrum come out. Okay. So, when we get, Okay. so we when we get Wi-Fi no exactly exactly exactly okay I will I don't have a device, but I guess at this point
113:00
Speaker 2
I mean, neuroscience computer, ma'am. Does it have an ethernet port? [silence] Yeah, that I mean neuroscience computer. Yeah. That laptop that other laptop. Does it have an ethernet port? Yeah, because at this point, ma'am. There's a need for us like to what you call this to check that connectivity coming from the modem. Yes, yes, ma'am. The best way, ma'am, for this is that we address the recluse modem is you have to check first the physical port on the modem if you can't go online yeah, with yeah, but if you can find a device that we can that can be wired to the modem, then that is yeah, that would be helpful.
113:00
Speaker 1
I need to have Spectrum come out and, and let, okay, let's see, um, now, let me ask you something, after, after they, after they come out, and we, we resolve whatever it is to get the, the wi-fi through the modem then, then, do I need to call you all back or what is the best way, is it, will it just reconnect by doing the standard, powering them off and, okay, okay, okay, okay, okay, now, the, the other thing, the, the other thing I want, I wanted to ask you, the, the things that we did on my computer, that, that my, my, uh, antivirus will automatically come back, [silence]
114:00
Speaker 2
yes well uh huh yes no huh I think we set up the uh router then yes it might connect but there are also cases that it won't then yeah just feel free to give us a call sir we can assist you in reconfiguring your whole system we can also assist you into those notes okay so
114:00
Speaker 1
[KEEP_UNCERTAIN] on 15 minutes, correct? And then I okay, and then okay. And then on my son's laptop where we were trying that one, I had to create a new admin, but I should keep that because was that just for was that just for Linksys purposes or was that Okay. Okay. I just want that to affect something on his laptop that he would need to know. Okay. Well, I will call um I will call and set up an appointment for spectrum to come out and we will try to resolve that and then if I can't get reconnected with the, you know, once we get it, if I can't get reconnected back with the routers, then I will call you. [silence]
115:00
Speaker 2
yes yes yes man yes we just we just uh like uh paused it for thirty minutes yeah after thirty minutes it should it should reactivate it oh no yes man your uh yes yes that is only for links sis yeah it's not that is only four links for Purposes and we did not do any changes on your Sun's computer yes yeah that's okay yeah we didn't do any changes to the laptop yes
115:00
Speaker 1
you all back. Okay, okay. I well. Exactly, exactly. Okay. I sure will. Will, thank you so much for your help. Absolutely. I have a pencil. else else wait hang on a second, you cut out. What was it? Okay.
116:00
Speaker 2
Yeah, give us a call. Yeah. And by the way, ma'am, when Spectrum came to your house, make sure one of your computer I I mean, have them try to connect a computer wired directly to the modem. Okay. So so you can be assured that the modem is working. Yeah. Yes. Yeah, you're very much welcome, ma'am. And by the way, ma'am, this is your ticket number, ma'am, for this case. So I'll just have to leave this ticket open for now. Okay. Yeah, okay. So your ticket number is LTS, Lima Tango, T for Tom, as in Sierra, TLTS000136.
116:00
Speaker 1
Okay? Okay. Can I repeat that to you? L as in Larry, T as in Tom, S as in Sam, 00136994. Okay. Okay. Okay. All right, thank you so much for all of your help. Okay, thank you bye bye. Okay, you do the same. Thank you again. Bye bye. [silence]
117:00
Speaker 2
994 Yes sir Go ahead. Mm. Correct yes ma'am so that's that's your ticket number okay so in case you call us back ma'am just provide that ticket number to the receiving technician so you don't have to explain this same thing all over again okay you thank you for the convenience okay so you're welcome and once again ma'am my name is Paul from Nexus Technical Support have a great day and stay safe always bye You're welcome.
117:00