Speaker 1
Hi Josh I'll tell you what it is uh I've just recently got a Linksys uh router through a company called tube Internet and uh it is really you know the ring doorbells hello it's absolutely it's just failing to connect to the ring doorbells now I've been in touch with ring for about two hours yesterday and they made me go into a like a hotspot and it connects no bother to the hotspot so they're saying that there's not an issue with the ring doorbell for some reason the router is stopping [silence]
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling, Linksys. My name is Josh. How may I assist you today? Mhm. Yes sir.
00:00
Speaker 1
The connection. Now, when I phoned up to technical support, they never really gave me anything apart from your number and said "contact Linksys" so this is where I'm at. To this router, but it's been connected previously to an EE router and a BT router in the past and never had an issue. just it was faultless. But is getting to 95% of the connection and then just failing. Now, when I did speak to, I think it was Ring that said to me at your end, tube's end, someone could actually look at the MAC address of the ring doorbell and see what was causing it basically.
01:00
Speaker 2
Got this one sir and just to verify if this your first time or is this the first time that the ring doorbell will try to connect to the router.
01:00
Speaker 1
If that makes sense. Right, so it is LK67051Q26800785, yeah. Now, LK, Lima Kilo. Yeah.
02:00
Speaker 2
got this one, sir. yeah, don't worry for this one we might need to further isolate the issue. And before we proceed, may I have the serial number of the main or parent node? Oh, okay. I see. Thank you so much for that one, sir. So, let me verify again the serial number, okay? So, it's LP604T MB4B K. for call, all right. All right. So, again, L4L Ma, K4K 60 T4 TMB4B 5 U4 Umbrella
02:00
Speaker 1
Now, five, then Q, five. Sorry, five, and then Q for Quebec. Correct. So, I've got one node, and I've got 13 devices. Now, I've been all through the 2.4 gigahertz and, you know, the ring doorbells don't like the 5 gigahertz, so I switched the isolated, switched the 5 gigahertz off, so it was only possible to connect to 2 gigahertz. But as I say, the ring doorbell was connecting fine when I ran my phone as a hotspot, eh, which basically proves there's not an issue with the ring doorbell, you know.
03:00
Speaker 2
two-si-x-zero-zero, two-six-zero-zero, seven-five-eight-five, is that correct? All right, thank you so much for confirming, and how many networks do you have again? Uh-huh, uh-huh, uh-huh, uh-huh. Yeah, got this one, sir. So, uh, for this ones, sir, just to make sure.
03:00
Speaker 1
it's it's a video doorbell 4. Ring video door. I'll just go downstairs to get it. So is it because I'm actually sitting on the router page on my computer but I'll bring everything together. It's weird because everything else is connected tremendously but just the ring doorbell which and the ring camera is connected. Lovely. So yes, it is a ring uh ring video doorbell 4. Uh, do you want me to give you the Mac address of this or anything? All right.
04:00
Speaker 2
So that I got the correct model number of this ring doorbell. So may I have the model number for this device? Alright thanks you so much for that one again sir. So I'm gonna put call on hold for three to five minutes, I just need to double check my resources regarding with the issue with this one, okay? Uh yes sir, you can also provide me the mac address. [silence]
04:00
Speaker 1
He says he says he can he's right, right. I will do yeah. [silence]
05:00
Speaker 2
Uhuh. however, are going to put the call on hold for like three to five minutes. so once i got back just provide me the back track again. al is thank you so much. [silence] [silence] [music] [silence] [silence] [silence] [music]
05:00
Speaker 1
all right, thanks again, yeah, all right, okay, picked up, I wish so, it's 5 ch_window.
08:00
Speaker 2
hello, thank you for patiently waiting. mm-hmm [silence] mm-hmm [silence] mm-hmm [silence] Yes, sir. [silence] All right. [silence] Thank you so much, ma'am. Got that one. And thanks so much for the useful information. So [silence]
08:00
Speaker 1
Right. So when I've been trying, it was, I've taken it off the wall and it was sitting next to the router. It was, you know, so it was literally four inches away from it, you know, so nothing. It's, no, it's back on now. I've put it back on because I've given up. I, you know, I thought I might as well put it back on because it never made a difference, but I can switch it off if you want. I'm at the router now. Yeah.
10:00
Speaker 2
Uh just to confirm, how far is this Ring doorbell from the router? Uh, So, currently, Uh-huh, Yes, sir? Mm-hmm, All right, thank you so much for that. Uh and currently, you mentioned that the five gigahertz is turned off. Is that correct? Uh-huh, Uh, I see. Uh, yeah, on the uh, the router, page, like on the incredible Wi-Fi, can you turn off the quick, duggle off [silence]
10:00
Speaker 1
Right, let me just, so I need to go home. Is it menu, uh incredible Wi-Fi, quick setup, turn off. Right, I've done that. Yes. Yes. The channel, Otto. Yes. Yes. Yes. Yes. Right, yes, I've done that to one okay. WPA 2 personal. Yes.
11:00
Speaker 1
Right, should I turn off 5 gigahertz? Right, I'll save them settings, yeah. And it's now going. So, I don't know if I need to reconnect my computer because I've because I've changed the settings. Right. So should I try the ring doorbell now? Right. Okay. I might need to reconnect my phone to the Wi-Fi because obviously the Wi-Fi has changed.
12:00
Speaker 2
Press or click save. Yeah. So for now, uh, yes, sir. So for now, leave the 5 gig difference off and then try again to connect the Ring doorbell to the network and let me know if the issue persists. Yes, please. Yes, please. Yes, sir. Uh-huh. Yes, sir. So yeah, make sure that your phone is connected to the 2.4 band. And actually, upon double checking.
12:00
Speaker 1
There you go. Right, it says I'm connected to, well, I've switched off the 5 gigahertz and switched off the guest. So the only thing that's connected is on my phone. Right, I'll just put it off and put it back on, and then that should see it's connected. Right, let's try the ring doorbell setup again. Uh, is this a common issue for you or not really, or? Okay.
13:00
Speaker 2
It seems like the video rain door belt four is compatible with the 5 gigahertz band. So, uh, however, for now let's try to check if this device will be now be able to connect to the network. Uh huh. Yeah. Yes please. Yeah. Uh, I'm going to set your expectation that there's an issue regarding with the video ring door belt free. However, since you mentioned that you have the.
13:00
Speaker 1
Yeah. Yeah. Yeah. it says connecting. scanning for available Wi-Fi networks. right. so Tube is the network I want and it's right. it's Amen. it's right continue. so it says connecting ring doorbell to Tube. right let's see how we get on this time. because it's 95% and then it's
14:00
Speaker 2
Okay. Okay. Oh.
14:00
Speaker 1
Probably, maybe get yourself a coffee and then, right. Steven, S T E V E N and it's McGin, M C G I November November. So I've got the ring doorbell could not connect to your Wi-Fi network. Code P 777. Yeah, yeah, that's correct, Yeah.
15:00
Speaker 2
So while this, so, I'm sorry. So while this ring doorbell 4 is trying to connect to the network, may I have your first and last name so that I can create a ticket for you. Mm-hmm. All right. Thank you so much for that. Uh-huh. I see. Got that one. So the, uh, I'm sorry, the error message is P707, correct? All right. Thank you so much for confirming. So, uh, on your computer. See? Wait for the ring to be fully recharged and repeat the Wi-Fi setup.
15:00
Speaker 1
[silence] Right, so enable five and turn off 2.4. Yeah. Right? Yep. Right? Channel 44, right? Okay, I've done that. Okay. So I'm only using 5 GHz this time, nothing else, everything else is off. Yep. Right. I'll save that. Okay.
16:00
Speaker 2
Computer, can you go back again to the Linksys now web user interface, because we will enable the 5 gigahertz band and at the same time, we will turn off the 2.4 gigahertz, [silence] That's correct. That's correct, sir. And yeah, before, uh huh. So, before you press save, can you set the security mode for the 5 gigahertz to WPA, WPA2, WPA3 mixed personal, and for the channel, kindly set it to 44. [silence] That's correct. And yeah, just press save. Mhm. [silence] That's correct. [silence] Thank you.
16:00
Speaker 1
All right, so let's process 12 seconds. I'll make sure I my phone disconnect and reconnect. Okay. So is this really recognized as a little bit of an issue with the router? There is a little something there, a little gremlin.
17:00
Speaker 2
Yeah, there could be a possible compatible issue with this, the ring doorbell and this new model, sir. However, again, uh, since this, uh, this ring doorbell of yours is using or has a version 4, uh, we might need to further isolate this one. However, rest assured that, uh, all your, or sorry, all the troubleshooting steps that we just did will be included here on my notes so that, uh, all right, so, all right, that's great to know. So, by the way, sir, I may have your email address? Yeah. All right, thank you so much for your time, sir.
17:00
Speaker 1
Right, I'll try, I'm just gonna write somewhere, make sure all your mobile and your Bluetooth is off, and all everything's off. So I've done that. Right, ring. Right, keep going. try again. Scanning for available network. Right, here we go. Oh, we've lost touch with you. Maybe I need to put you on. Right, ring. [silence]
19:00
Speaker 2
So, once you have, like, changed all the settings under the 5 gHz band, reconnect your phone to the 5 gHz band and try again to connect if, like, test on your ring doorbell, if it can connect already to the 5 gHz. [silence] [silenced]
19:00
Speaker 1
Keep going. Try again. like Right of some reason it hasn't found the 5 gigahertz band. Selected at the Wi-Fi network your Ring doorbell should use and the 5G band. It isn't there now.
20:00
Speaker 2
it's not a got that what so under your sorry on the web user interface like on genesis now can you go back to the home screen and then you should be able to see the
20:00
Speaker 1
Right, so just on the home screen, right? The firmware version is, do you want me to read it? It says up to date. Do you want me to read it out to you? one zero 1018, two six zero, four zero nine zero nine. Yeah, there is, yeah, there is a dot, sorry, I should say one dot zero dot 18.26040909.
21:00
Speaker 2
current latest version of the router. that's correct yes sir. yes please. thank you so much for that one sir and can you check if there is a dot in between the 1 and 0 or there's no all right thank you so much for that one so let's now access the advanced
21:00
Speaker 1
right 192.168.1.1 [silence] hold on 192 168.1.1 forwards forward [silence] slash symbol [silence]
22:00
Speaker 2
sorry, advanced web user interface for this router. So, we'll kindly use the same browser and open a new tab and then type in 192.168.1.1 and then /
22:00
Speaker 1
s' Y. M. B. U. L. All right, okay. Yeah, yeah, right, okay. Right your connection is not private. Should I go it says advanced and if you go there I've got the option back back to safety or advanced. Go advanced. All right, okay. So I've got one nine two 168 one
23:00
Speaker 2
Oh, no, sir. Uh, on your keyboard, kindly press the forward slash symbol. Ok, I'll go. and yeah, and then after that one, type in this info like S for Sahara, Y for Yankee, S for Sahara, I and F O and yeah. Oh, there's not yet, sir. And did you uh, press, uh, next or did you press enter on your keyboard? Because we are not done to enter the URL.
23:00
Speaker 1
1, and then a forward slash to be yeah? And then Info, right? Right, so info forward slash, I, indigo November, foxtrot Oscar, Sierra, Yankee, Sierra. And then what?
24:00
Speaker 1
Oh. All right, so say all right, I've done it the other way about. S Y S info. Right. I've got that now. Search info.com CGI. All right, I've still got this. Your connection is not private. Click on advance. The server could not prove that it is one nine two. It's secure certificate from my router may be causing a miss configuration or an attack or interception. Proceed to one nine two. yeah, let's proceed. Ah, I've got a sign in now.
25:00
Speaker 2
בסבסר נפו. ואז הדנק ואז. CGI כמו C גחtaining על G גגים על I עלה, זה נכון? ואז לחץ Enter. אתה רק עבר, נכון? כן.
25:00
Speaker 1
So is this. Right, I've got. Yes, I've got that. Right. [silence] Right, so you know. [silence] Yeah, I'm just hopefully getting something. Oh.
26:00
Speaker 2
All right. And is the is it asking for a username and password? Great. For the username type in admin like A as in admin all in lowercase and for the password and for the password enter your enter your router password. Yes please. And let me know once you are able to log in into the advance user interface.
26:00
Speaker 1
All right. I've got page generated on Wednesday, 1st of July, 10:00. Ven door link says up time, yeah. Windows. Not really. Tell me. Yeah. Yeah. And call me. Yeah, it's highly.
27:00
Speaker 2
That's great. So. All right. So, uh, by the way, are you using a Mac computer or is it a Windows? All right. And do you know how to copy and paste all the information there? No worries, sir. So, no worries. I'm going to walk you through it. All right. Hold on the line. So on your computer, like on the keyboard, kindly. Uh, mm-hmm. Kindly press control C. Uh, sorry, control A. And then all.
27:00
Speaker 1
All right. I, where do, where I get the note pad, I do this very often. Hey, is in certain of the notepad where am I looking for a notepad? Right Okay. Let me see if I can find a word.
28:00
Speaker 2
all the words, uh, that's great. Then control C. then can control V. Or you can also like use Microsoft word instead. Uh, we just need to uh, where we can paste that information.
28:00
Speaker 1
Can't find notepad. Used to be able to get the notepad. I don't know where it went. All right, I've just opened a blank Word document. So just paste everything, yeah.
29:00
Speaker 2
But that's okay. No worries there. Regarding for that one, I will be sending you an email instead. And then reply to my email with uh placing all the information that you got on the advanced web user interface, okay? All right. Okay. All right. That's great to know. And I have already sent you an email so kindly check like on your phone or computer. Open your email and
29:00
Speaker 1
okay, you said you sent an email. Let me just double-check. Ah, No, I haven't got the email yet. Who would it Let me just check it's not went to the pin or anything like that or spam. No, it's not in spam. Uh, so do we want to double check that email address again?
30:00
Speaker 2
and check if you received my email. and if so [silence] yeah just reply to my email with all the information attached. [silence] alright. [silence] yes please. and can you take your time as well? [silence] uh hold on. [silence] right. just you reload or refresh your email. you can also check at on spam. [silence] uh huh. [silence] yeah. so your email address is [silence]
30:00
Speaker 1
Yeah, so Jenny and... There's no spaces in between any of this. Jenny and Stephen McGinn at Google Mail.com. Yeah, I haven't got any email coming. That's range. All right. Right. Yeah. I'm just trying to save this document. [silence]
31:00
Speaker 2
Jennie and Steven your last name spelled as SJ f for goat.In at gmail.com is that correct yes sir yes sir reassure that that's the correct email address that is included here so I don't worry I will be will be uh sending you another email uh also in the meantime can you reload or refresh your email on your device.
31:00
Speaker 1
this is not my forte saving all this because normally it is yeah i've got links he's technical now i'm open yeah i'm hoping i've got it i'm not convinced i've seen this oh yeah i never really do this this is the trouble i
32:00
Speaker 2
That's great. That's great to know. So, yeah, just reply to my email with all information that you have got on the advanced web user interface because we need that one for us to further isolate the issue. Mm hmm. [silence]
32:00
Speaker 1
right okay I've definitely got the document so ha right and let's see if I can do this man and you under pressure it's never so good ah right let's see if I can now hard reply and then attach if I can find the document that's what's slightly worrying me where I've saved it to my download
33:00
Speaker 2
No, Worcester, Rustry. your time. Ah. Uh huh. And yeah, you can also like go back to the advanced web user interface and then again, just control, control. A, then control. A. see and then open my email, reply, click rep, uh click reply and then just control B that's correct, sir. Yes, please. all right, thank you so much for that one. So uh yes, sir. And by the way, before we sorry before you call this, did you like reboot or restart your router?
33:00
Speaker 1
So you sent the email I've got everything. Yeah, yeah, no, that's fine, Josh. Thank you. Thank you for helping me with this because it's it's one of these. I know it's going to be a silly little switch somewhere and that's all it is going to be, you know, but heyho. Right, should I just still leave Should I leave my router on only 5Gs? That might be something
35:00
Speaker 2
Alright. Got that one. And thank you so much for the information. So yeah, I tried to reload or, uh huh. Yeah, I tried to reload and refresh my tool. However, I still haven't received your email. So can I give me one to two minutes? All right. I, all right, I got it. Just got it once. Yeah, so, yes, sir. And thank you so much for that one. So I'm going to put the call on hold again for two to three minutes. Okay? I just need to double check my resources again regarding with your concern. You're most welcome And Yes, sir. So again, thank you so much. Mhm. Yep.
35:00
Speaker 1
that okay yeah or should it sorry okay okay so I'll leave then but I'll switch to gigahertz 2.4 back on. That's all I'm doing yeah right I'll do that. Yes
36:00
Speaker 2
[silence] Hello, sir. Thank you for patiently waiting. Thank you so much for that one. So, yes, sir. I really do apologize for this one, since we already tried all the possible work around and troubleshooting step that needs to be done. However, the issue persists with your Ring doorbell 4. And since you mentioned that all your devices are
37:00
Speaker 1
Right. Yeah, yeah, no, that's fine. That's fine. I, I just, I'm glad in a way that I'm not doing anything stupid, my, at my end, you know? I'm just, it's not an operator error. It's something a bit more technical. That's fine. Yes, yes.
38:00
Speaker 2
work working properly except for this one there could be a possible compatible issue with this new model and with your ring doorbell four however I'm gonna forward your case to our second level department and they will be the ones who will going go to further isolate and troubleshoot regarding this concern okay since as I mentioned we already tried everything and again I really do apologize for that one thank you so much sir yes sir that's correct sir yes sir and you you mentioned yeah and as you mentioned as well that uh this ring doorbell was working fine before even though you tried it on your phone hotspot and it was able to connect so yeah for this one again uh I rest assured that our level technicians will be processing or gonna do a call back
38:00
Speaker 1
That's brilliant. No problem at all. Thank you very much for your help. You've been outstanding, really. I really do appreciate it. So, it's great. And I'll just wait and see what happens and we'll go from there. Okay? Right. Right? No, no, that's fine, Josh. That's brilliant. Thank you very much. And I'll go just now, okay? Bye just now. Bye. Bye.
39:00
Speaker 2
for you within 24 to 48 business hours. All right. Yes, sir. Yes, sir. So yeah, thank you so much again for your time and cooperation and you are most welcomed us. So if there's anything else that I can assist with, you today, you're most. Yes, sir. You're most welcome and thank you again for calling. You have a great day. Bye for now.
39:00