Speaker 1
Hello. Hello, my name is Peter. I wonder if you can help me with getting access to the router to set up to split the router, so I have another network community fiber were trying to help and they reset the router and that's lost the 5 GHz channel. And now when I try and log in, it says too many failed attempts to log in, although I've not attempted to log in at all. So I don't know how to proceed from here.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys Technical Support. My name is Ellie, how can I help you? Okay. Um, so, so for me to be able to help you with this, can you give me the model number and the serial number of your Linksys router? Of course sir. Take your t.
00:00
Speaker 1
uh eight f eight four one. yeah. uh eight four one. sorry. yeah. 0 1 eight four one. correct. yeah. well i have had yeah i have had enormous problems with the internet talking to community fiber um i think i've managed to resolve them. they were unable to uh i mean i don't care what they what they were unable to do.
02:00
Speaker 2
Uh, let me just repeat it back to you, sir. That's 72 Deep Delta, 1 0 M, Mary 2 8 F, like foxtrot 018481. Yeah, 01841. Okay. Thank you so much. And just to make sure, sir, you don't have any problem with your Internet as of the moment. It's just that you want to split the 2.4 and
02:00
Speaker 1
Uh, to to resolve them.
03:00
Speaker 2
So in what page are you right now? are you still in the page where you need to log in? Okay. Uh do you have the option? Okay. Do you uh do you have the option that says reset password? Okay. Can you click on reset password, sir? Uh
03:00
Speaker 1
Recovery key. It's got a recovery key there. Oh. Oh. OK. Actually, I think I might have written it down. Yeah, I have got it written down here on my notes. Se form caut como mificado. Right, I've got a recovery key. Should I put that in? Create a new admin password and hint. It's small, it's a little code that you can type in later and it'll display, and then you know it's all correct. So Keep it in a good place, like by your side, so when you need it, you can type it in nicely.
04:00
Speaker 2
So it will ask you. Yes. So that recovery key can be found on the main router. So go to the main router. Yeah, flip it upside down. There is a five-digit recovery key underneath it. Uh-huh. Yeah, use that one. Yes. Uh-huh. So on creating a new admin password. Let me just give you a heads up. So it will not allow you to use the same character. Like the same letter, the same character, the same number. So do not use it. Anyway, s- anyway, pro- pr- In setting up a new admin password, please just bear in mind that you cannot use the same character for your password as what you previously had. have used.
04:00
Speaker 1
[silence] So I can't use the password that I used before. [silence] Yeah. In other words, what you mean is you can't repeat a character and a number. [silence] Okay, so so I'm going to use the old password because that one I've got written down. [silence] Okay. [silence] So just let me put that in. Hold on a second, can you? [silence]
05:00
Speaker 2
uh uh uh same special characters and the same number and it should be at least um 10 characters for the root or password, okay? Uh you can use it for as long as it doesn't have uh the same letters, the same special character and the same number. Yeah. Yeah. Okay. Yeah, sure. Absolutely.
05:00
Speaker 1
alright, so it's give me a bunch of ticks, um, just one second. sorry, uh, um, uh, right. so do I click reset next then? Okay, it's waiting. Right, so, this device router and internet community fiber 2.4 online devices.
06:00
Speaker 2
Uh-huh. Yes, sir. Okay, uh, you are, uh, let me just confirm, sir, you are already on the web browser interface, right?
06:00
Speaker 1
correct. can I? I can't. oh yeah, I could say it's Wi-Fi settings, isn't it? yeah, I'm that. just one. okay, show more. yeah, show more, Wi-Fi name.
07:00
Speaker 2
So, uh-huh. So you can now see the w, the word that says smart Wi-Fi tool. the for left corners for you. You can see smart Wi-Fi tool and then under that there is devise list. Embassy, there's access. Yeah, Wi-Fi, yeah, that's the one. Now, I'm in, yeah, go to Wi-Fi settings so that you can separate the 2.4 and 5. So click on Wi-Fi settings. Okay, how many Wi-Fi name can you see as of the moment? Okay, there is an option to click on show more. Click that one. Uh-huh. Okay, so right now, okay, right now. You can see two Wi-Fi name and two Wi-Fi password. So from the [silence]
07:00
Speaker 1
All right, can I leave it as, leave the 2.4 as it is and just customize the 5 gigahertz? Yeah. So I'm just going to call it 5 gigahertz with the same name, is that okay? 5 G. Actually, I think I called it 5 GB before. 5 gigahertz, community fiber. Is that okay?
08:00
Speaker 2
this, you can now then create a path in name for the 2.4, you can keep a password for the both of them, it's just that you just really need to customize its name. Yeah. Yeah, of course, absolutely. Yeah. Of course. Huh. And then don't forget to to hit an application. Okay, click on the apply and then just continue the process. That's a. Huh.
08:00
Speaker 1
Yeah. Yeah, so I can call it anything, five minute, so I'm gonna, it's, it's Wi-Fi mode mixed, is that right? And they're both WPA2 and they're both WPA2 is that right? Yeah. Okay. Oh, okay, so I'll put them both on that, shall I? All right, I've, I've changed that. Okay.
09:00
Speaker 2
yeah of course yeah sir it should be mixed ah yes sir yeah it could be in the w a a -two or it's actually also much more better to be on w a a -two w a a -three personal yeah of course this it's actually somehow the most required uh security mode of a Wi-Fi settings because none yeah because not all devices can connect directly to a Wi-Fi signal that is on the security mode of wi uh the Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
09:00
Speaker 1
Okay. Fine. Okay. So I click, apply now, yeah? [silence] Changing security mode. It says choose security modes can. [silence] Oh, it says you're not connected to your router. Router not found. What? Oh, it's 'cause it's lost the blimmin connection. [silence] But I didn't change the Wi-Fi, the W-Fi password. I just changed the... No, I didn't change the name of the one that I was connected to, but never mind. So, if I just connect to the other one, it should just connect, shouldn't it, if I connect to the
10:00
Speaker 2
wpa3. ah yes. uh, I believe... Yeah, cuz after you change the Wi-Fi password all of the devices that are connected will automatically be disconnected. So you need to reconnect um the laptop or the computer that you're currently using right now. Yeah. Or you just change the name.
10:00
Speaker 1
first one shouldn't it just connect? yeah. yeah. so it says it's not asked for the password. Changing security. because that because I I I just connected to the one that the 2.4 gigahertz, which I was connected to before. All right, so so changing security mode, so so I click yes for that, do I? Use different wifi. Mesh. Only the one, only one router, that and that's I think might be part of the problem that I've been having. So, it says now, using different Wi-Fi names. Mesh Wi-Fi combines bands to act as one network. Enjoy seamless roaming. Connect mobile devices to each Wi-Fi name once.
11:00
Speaker 2
It will ask for it should ask for your password, sir. Uh huh. Are you Can Uh huh. Okay. Yes. And now by the way, sir. Uh huh. Um how many Linksys routers do you have?
11:00
Speaker 1
Oh are you sure So keep one name or use different names okay So we got two gigahertz 2.4 gigahertz band and that's called just community fiber, blah, blah, blah and then the 5 gigahertz bands is 5 gigahertz community fiber, so that's we can continue with that, yeah Yeah so now it says you're not connected to your router again. Oh so what do I do now? Let's try and connect again Now it says unable to connect to this network.
12:00
Speaker 2
Mhm. Yeah, just hit on yes and then just continue the processor. Use different names. Mhm. Okay. Yes. Now, reconnect the laptop again.
12:00
Speaker 1
I don't know why that is. This is always the trouble I was having, unable to connect to the network. Which is why I didn't. Uh, it's a desktop with a plug-in wireless device that is about seven or eight meters from the router. Is it? Wireless? [silence]
13:00
Speaker 2
How far is this laptop store from the main router? Or is this a [silence] um [silence] [silence] this is a [silence] desktop, sir? That's really quite far, sir. But this desktop, sir, is working wired or wireless? Oh yeah. Because if you're actually going to convert it into feet, it's actually usually about 88 feet away.
13:00
Speaker 1
But I've asked them that, yeah, yeah. I asked them that and it's asked. And asked them which one to get.
14:00
Speaker 2
So, it's quite a normal thing that is actually happening that this, uh, this desktop has actually, uh, got disconnected because it's actually really quite too far. So, if you can, um, maybe sort there are two options that I can provide to you here. The first one is maybe you can move the router to another location where your desktop can, can communicate on the router without any problem. Now, the second option that you can have or that you can get here, Peter, is maybe you wanna, maybe you wanna want to consider getting another route, uh, router from community fiber so that you can extend it, uh, the Wi-Fi. Now, the third thing that I might sort of suggest to you is, uh, maybe sort of consider, uh, getting another, uh, router from, um, from community fiber. So, what you can do is, uh, you can have two, uh, uh, uh, Wi-Fi, uh, networks in one house so that if your desktop's disconnected from one router connecting from the other one, you can also access the internet by switching to the other one. So, I guess these are the possible solution that you can have in this situation and is this something that you might want or you can ask for.
14:00
Speaker 1
So I rang them up to get another router and then they did all sorts of things and reset it and then it didn't work. So it's still saying. No, no, no. There's nothing being sent. No, no, no. Nothing sent. a no, they messed it up. So So why was it connected a moment ago? I don't understand. It says you're not connected to your router and it was connected. Yeah, I'm trying. I'm trying. Yeah, I don't know how to do that.
15:00
Speaker 2
Oh, can you? Uh-huh. Did, do you already receive that one? uhmm Okay. Yeah, but right now can you try to re- connect this desktop again? Uh hint? Can you turn off the wi-fi of this desktop and then turn it back on to play?
15:00
Speaker 1
I find it so frustrating with these Linksys routers. Once I mean you know the previous router we had seemed to work better. I'm gonna go downstairs and see if I can move the router but I can't move it too far because it's plugged in to the you know where it needs to plug in. I mean that's the problem. We can't. Heh. I don't. I got all the doors open to try and get it to got it go up the stairs. Moved it a little bit. [silence] So you're saying that's too far from. [silence]
16:00
Speaker 1
the router are you it's inside a room yeah but the door is open yeah it's on the first no the router is on the ground floor no so the router's on the ground floor the desktop is on there we are says it's connected now it's connected that's what it says so um so when i click this apply then this will be the third time I'm trying this uh i don't know what's going to happen i really don't um so
17:00
Speaker 2
and if just please correct me if I'm rhodster, the desktop is inside a room. mhm. yeah, the doors are open, but the desktop is on this first floor? I mean, the router is on the first floor. yeah, and then the desktop is on the second floor. Okay. okay. mhm. Yeah. Ah yeah, just continue the processor.
17:00
Speaker 1
Your router is applying the changes. It says, OK. It says, your router is applying the changes. OK. Waiting. [silence] Yes, well, I was going to use the 5 GHz band. Router not found. Oh, no, it's done it again. OK. Thank you. All right.
18:00
Speaker 2
Just continue it, like continue applying the changes so that we can I mean so that you can separate the two point four in the five gigahertz band of your MX20. Okay, so after the changes will be applied, of course, this desktop will lost its connection, and you need to reconnect it back, okay? Yeah, no, that's actually normal, because as you have mentioned earlier, the changes has been applying, correct? So look for the Wi-Fi name that you created. [silence]
18:00
Speaker 1
So now, it's called SCS. But that's not the name I gave it. So I gave it 5 gigahertz hyphen community fiber. And now it's come back as community fiber 10 gigabit 94 d 48, which is correct. Dash SCS. Strange. Let me, let me just try. C. Yeah.
19:00
Speaker 2
Now, can you connect? I know, so here is what I want you to do. Connect to that network and then go back to the web user interface of your, uh, Linksys router.
19:00
Speaker 1
Well, there it is, 5 gigahertz, it's just come up. Sorry, 5 gigahertz-community fibre. So that's the new one, yes. So I'm seeing the new one now. So, should I try logging onto that? Sorry. And it should use the same password, should it? Oh, it says enter network key. So so let me just, can you just bear with me? I'm just going to enter the key. Hold on a minute. So, I'll put on loudspeaker. Let me just do this. AT5, capital W.
20:00
Speaker 2
Yeah, so it's there. Okay, so connect this desktop. Uh huh. Yeah, connect to that network the 5 gigahertz that you created. Yes, okay, you did not change the password, correct? Absolutely. Yes. So now he said okay. He said okay. Now open this ID. Yeah. Now login.
20:00
Speaker 1
Well, it says, secured, but unable to connect to this network. Oh, dear. So I think it, I think it's the same issue as the other one, because the signal is not very good. Oh, hang on. How do I do that? How do I how do I forget it?
21:00
Speaker 2
I'm afraid I can't do that, as I'm only a virtual assistant and don't have the ability to browse or access specific devices or platforms.
21:00
Speaker 1
[silence] no, no, no, it's a it's Windows computer. Uh just let me [silence] sorry, which settings am I going to? [silence] Settings. [silence] Okay, settings. Where do I find settings? Oh there we go, the gear. Yeah, settings. I've got it. Yeah, settings. And then what? Wi-Fi is not there. Oh, network and internet. Network and internet, yeah. It says you're not connected. Yeah, Wi-Fi. [silence] Turn it on. When. [silence] Connecting. [silence] Select network. [silence] the Wi-Fi [silence] here, which one? [silence] It says you're not connected. [silence] That's what it says? [silence] Network and internet. See, you got there now. [silence] Look, look at your own screen [silence] Now what? turn it on. It's gonna be in there. That's Google. [silence] isn't it? [silence] Google one. [silence] Yeah, I see that. [silence] And what? Select Wi-Fi. [silence] It's prompted for a password. [silence] Well, type it in. [silence] Searching for network. [silence] See? It's looking for network. [silence] What's going on? [silence] Finding network. [silence] Security, has it got, uh, like a secret code? [silence] It's found security [silence] And then what? [silence] Searching, searching for a password. [silence] No, I can't find that. [silence] No, I don't see that. [silence] And [silence] inner network, this [silence] Is it on these settings? [silence] How long been trying to do this? [silence] No, I haven't. [silence] I don't see that. Maybe you've got it the wrong way round. See? Doesn't look like it's gonna work. [silence] [silence] So, there is a problem. [silence] It's an issue somewhere with your [silence] With what? [silence] With this computer. I don't know what the problem has been. [silence] [silence] It hasn't connected. [silence] [silence] password, [silence] That's the problem. [silence] Here it is, it's googled it.
22:00
Speaker 2
Are you using a Mac desktop computer or a Windows?
22:00
Speaker 1
Wi-Fi yeah okay got it [silence] oh that's the old name there let me just get that and what about yeah the one the one I've set up is not coming up so we still got community fiber so I can forget plus net because that's not there anymore right okay so there's one left there and that's community fiber the ordinary one the 2.
23:00
Speaker 2
Yeah. And then look for "Managed known networks." and then look for the 5 gigahertz, or look for the name of your 5GHz band that you created, and then on the far right corner, you have the option to click on "forget."
23:00
Speaker 1
Yeah, I can. Yeah, I'm not not sure how to do that, but let me go down stairs to the router because I can at least get a decent signal with this if I go close. Right, so you're now on loud speak. Uh, now I've forgotten what I'm doing there. What am I doing? checking the signal. Yeah, yeah. Okay, so on the loud speak settings. Right, so we've got community fiber 10 G. That's the ordinary one. Let's see if I can see another one. Yeah, 5 giga hertz.
24:00
Speaker 2
okay so instead of your desktop so can you try checking the network on your phone? Can you use your phone and see if it can detect the 5 GHz band network that you created? Yeah go to settings of your phone and then go
24:00
Speaker 1
hyphen community fiber I've got that yes okay sorry I've got to get the password this feature hang on just a minute oh hang on the passwords on the bottom of the router isn't it I'm next to the router no I've not changed it the only thing is the only thing is now I'll have to go and get get my glasses or the written down version hold on another second going up
25:00
Speaker 2
Okay, can you tab on that network and connect this phone? Yes. if you did not change it.
25:00
Speaker 1
Right, hang on a second. Uh Parcel said at. Okay. That's connected. Uh, yeah. Okay. And how do I do that? Safari, presumably. Well, I've actually got the Linksys app on my phone. Sorry, hold on a minute. Sorry, I just said I've got the Linksys app on my phone. I don't know if that helps. [silence]
26:00
Speaker 2
Okay, the phone is connected. Now, can you try to test the inter/web while you're connected to the 5 gigahertz bent? Yeah. Um, anything. Um, I, you know, um, try to use anything sir, like You/Tube or Fa/cebook. Uh yeah, it, it can actually help, but there is actually an update sir, just to give you a heads up, that this Linksys app in the future will no longer be available to use. So, what I can really suggest would be for you to get another app that you can have as a forced to your device that will have better stability. For now, try to check if you can still go on and connect your device to Home/Hub. [silence] Typing.
27:00
Speaker 1
OK. Or the other alternative, rather than the phone, is I can bring my laptop in here. That's it. Is it easier to use the laptop than the mobile? OK. Just hold on a minute. I'm going to do it. If.
28:00
Speaker 2
Yes, it's, you know, be more familiarized with the web browser interface because it's actually much more convenient as well to use because there are some features that is only available on the web browser interface. Ah, yes, sir. You can you can absolutely bring your laptop, but since the phone is connected the uh
28:00
Speaker 1
Sorry, I've just got back. The laptop's just booting up.
29:00
Speaker 2
Yeah, it's okay. Yes, what I'm actually about to ask you earlier, sir, to do is, um, try to observe the connection since the phone is connected. I want you to observe the connection of your phone while you are on the location of your desktop. But, uh yeah, since, uh you are using your laptop, uh try connecting the laptop, sir, to the Wi-Fi.
29:00
Speaker 1
yeah the laptop connects automatically, so that's connected to the slow, the 2.4 gigahertz. Uh, so that's all that, that, that's connected. Um how is it seeing the other one? Ah, what's this doing, go away. I'll just bear with me. Um too many things going on here, for some reason, it's not seeing the five gigahertz band. I want to know why that is.
30:00
Speaker 2
Mhm, that's good. So... Mhm. Can you turn it off through the Wi-Fi of your laptop?
30:00
Speaker 1
Oh, is there a button for that? Well, I don't usually do this. So where is... I don't know if this laptop has got a button to turn it on and off. So I'm not quite sure how to do that. Oh, it's an old... it's an old Dell. Quite an old Dell, uh, Windows 10. Yeah, there we are. Just turned it off. Turned back on manually. Yeah. So this laptop seems to connect automatically. Fire.
31:00
Speaker 2
get back on. Yes. What laptop is this one, sir? Is it a Mac? [silence] And what windows is it running? Is it Windows 10, Windows 11?
31:00
Speaker 1
It's just connecting to the ordinary one though it's not it's not seeing the five gigahertz it may be that it's too old to see a five gigahertz connection it doesn't know yes that's right yeah upstairs yeah yeah we can yeah let me let me just do that so I'm gonna leave that on down here [silence]
32:00
Speaker 2
uh well in some cases yes it could actually be one of the reasons but since the security mode of your Wi-Fi earlier was on WPA 2 slash WPA 3 mixed personal correct okay so the laptop should be able to connect directly but might be it is really having a hard time trying to look for that network so that's why it connected itself directly to the 2.4 which is which is actually you know much more easier to connect but can we go back to the desktop store
32:00
Speaker 1
going back upstairs. Okay, so back upstairs, back on the desktop now. Okay, let me just see, how do I do that. Yeah, looks like it's still there. Hold on a minute. I put my glasses back on. [silence]
33:00
Speaker 2
Okay. So can you check your phone, sir? If it's still connected to the 5 gigahertz band while you are on that location, you can just easily identify it. If you can see the Wi-Fi signal on the upper left or right corner of your phone, Okay, it's still there. And how many signal bars can you see?
33:00
Speaker 1
I'm not sure which icon it is. Oh, yeah, so. Yeah, I can see the, the wireless, so it is still there. Yeah, yeah. Uh... Yeah, if I move it over, like... Yes, right where the... Sorry, I missed that. What did you say? It's windows 10 again. It's asking me to input the key. It's asking me to input the Wi-Fi key again.
34:00
Speaker 2
It's actually okay so the Wi-Fi was actually able to go into that location so can you try again and reconnect this desktop? And and what o what operating system this uh desktop is running? Okay it's um the same operating system Windows 10 okay so uh yeah try yeah it's actually [silence]
34:00
Speaker 1
Oh. That's going to be a pain putting that in. Can't we get it to remember it? Right, it's now connected. OK. [silence]
35:00
Speaker 2
actually because of the security mode, sir. That's why it's always asking for for that key to make it more secure. Okay. Try to run a speed test sir on this desktop. So open a browser. And then on the URL bar, do
35:00
Speaker 1
S.ast.com. Fast.
36:00
Speaker 2
type in, um, fast.com. F-a-s-t Foot. No, uh, that's foxtrot, alpha Sam, tango. Yes, and then .com. Um, after you click on the word go, did it stop directly? Or is it still running? Okay, 91. And how much is your subscription, sir?
36:00
Speaker 1
I think it's I think it's 100. I'm not sure. Something like that. Absolutely. Yeah, yeah, I'm happy with that. Yeah. No, I think you've I think you've sorted me out. Um, it's just a question of the reliability going forward. So that's that's I think [silence] got it. It's just giving the most accurate end.
37:00
Speaker 2
Okay, if you're subscribing for a hundred and you're getting a 91, then yes, you're absolutely getting what you're actually paying for. And it's a good, and this is a good, uh, you know, result. Uh huh. Uh huh. So, uh, yeah, what we have done so far is we, I'm a you have successfully separated the 2.4 and 5 gigahertz band, you rename the the faster, I mean, the SSID of each band and then desktop is connected, laptop is connected, phone is connected. So would there be anything else, uh, Peter, that I can help you with?
37:00
Speaker 1
so so is your view that the signal is a bit weak given that we're sort of uh you know 10 8 about eight meters away and it needs another another router a slave router okay okay and couldn't okay and what's um what router should it be because community f told me it was uh an MX 20 whereas um you know what do you what do you say it is what do I need to buy so the MX 20 yeah the MX 20 yeah okay all right I'll uh I'll ask uh customer
38:00
Speaker 2
you might really want to consider getting a new, I mean, adding another router, so that you will not going to experience the same issue moving forward. Yeah, I have, I well, you can actually get the same router, sir, so that you're not going to encounter some problems. Because, yes. Yes, sir.
38:00
Speaker 1
Virgin Media to sort that out. Okay. Ticket number one three four nine double seven, yeah? Okay. That's great. Okay. Thanks a lot for your help. Okay then. Bye bye. Bye bye.
39:00
Speaker 2
Mm-hmm. So, uh yeah, thank you so much. Uh Peter and the ticket number for this conversation, Peter is 134977. So if you need to or if you happen to need to call us back, just give this ticket number and then the next technician can easily pull up your record in our system, okay? Yes. Have a good one, Peter. Uh-huh. Bye for now.
39:00