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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. For calling, this is my Mr. Gerald Lucanalt.
00:00
Speaker 1
Yes, I'm having a problem connecting after a power failure. Uh directly on my network. Uh and then the internet's working, but the links is not. Um I have the box, where would I find the is it I have 29 V 11 m 29A 1627 and 5. Okay. Um if we if we already have an account, it would [silence]
01:00
Speaker 2
[silence] Let me check.[silence] Okay. And what is your first name and last name so I can create a record for you?
01:00
Speaker 1
It'll be under my spouse's name. David Ross. R-O-S-I-R, Rozier? Um, is it, so are you looking for an existing account? Or are you just creating one? Oh, okay. It's AnimalDrummer20@hotmail.com. Um, Spectrum?
02:00
Speaker 2
and what's the email address? No, I'm just creating a ticket. Got it. And who is your internet provider? Okay. Got it. Okay. and who is your internet provider? Okay. Got it. Okay.
02:00
Speaker 1
It's red. I reconnected it. It goes blue then starts blinking blue and then turns to red. We did we did and and they said that and they even resend a signal. They said it's working on on their end and they said that uh they would they would give us your number. So but we did have a power failure or earlier today and when the power came on the internet came on but the router did not come on.
03:00
Speaker 2
What's the light of the gateway router right now? Is it red or blue? And did you try calling the internet provider? What did they tell you if you did? Did you re... [silence]
03:00
Speaker 1
Okay. So, you mean, just, unplug it or, is there an actual reset? There's a reset button in the back. There's a reset button in the back. I do not reset. No, I just unplugged and plugged it back in. Yes. Okay. So that's that's from the I don't. Okay. The modem is Lynx this or is that the the cable? The spectrum box. Okay. So, just unplug it for 30 sec. Okay. Right. So, the disconnect the internet. But then only the screen off.
04:00
Speaker 2
[silence] Reset. Did you try to reset the router? I'm not saying that you reset it, but I'm asking if you reset it. No. No, I'm just asking if you reset it. Okay. The cable is still connected to the internet port and the other end of that cable is connected to the modem still. Turn off the modem and turn it back on. Just wait 30 seconds before you plug back in the modem to power it. You can do it now. The Spectrum box. Cable box. unplug the power source, plug it back in.
04:00
Speaker 1
I had to unplug. Uh, it's reconnecting. I just it's not. Uh, it hasn't connected back up. [silence] it's your links it's at working it says that the internet's on now yeah red okay [silence]
06:00
Speaker 2
I would suggest that the links is rather turned off and turned back on just 30 seconds.
07:00
Speaker 1
It's uh right now it's blinking blue. Um, okay. Yeah, yes I am I am I am turning it on no internet port, no, nothing. Okay, yes, it's it's uh red light now. Okay, I have my computer on
09:00
Speaker 2
does it have an Ethernet port or no Ethernet port? no Ethernet, okay
10:00
Speaker 1
Yes. Right. Thank you. I appreciate it. Thank you. No, it's okay. It does have an internet connection. Yeah, it's connected. Yeah. Do you know this kind of?
11:00
Speaker 2
Oh, before we, um, start, I checked the serial number right here. I just got the result, and based on the serial number that you provided, it's showing that your link is out of warranty and unfortunately, for out of warranty devices, we charge $50 to assist but I'm going to try to help you, just this once, um, but limited. Uh, we're not going to do like the full troubleshooting but I'm going to see what I can do for this, okay? Okay. Now, um, can you connect, is that, is that laptop connected to the Wi-Fi right now or, um, just connect it to the Wi-Fi. It doesn't matter if it has internet connection or not. Wait, so, it's connected to which Wi-Fi.
11:00
Speaker 1
he wasn't identifying that product. Yeah, it works. No, I it's not connected to the Wi-Fi. I'm wrong. I can't I can't I can't I can't connect it to the Wi-Fi because it's it's not working. [silence]
12:00
Speaker 2
Mhm. Okay, connect.
12:00
Speaker 1
no, there's no available network. Ask him why the available networks. OK. You want to, or ask him why the available networks coming up? It's not, it's not even showing our, our, uh, WiFi network because it's, it's, I'm assuming because it's the red light. It's not connected. No, it should come up. I'm I, I have no connection. I have, I have no internet connection right now. No. OK. That's what I wondered. OK. yeah, OK, yes.
13:00
Speaker 2
We need to be connected to the wifi so that we can access the system settings of your router. It right, but it will still broadcast the wifi. So without internet. So if you can't see the wifi name that you created before your home network name, then probably it's back to the default which is underscore underscore linksys setup, 994. Can you see that in your network list? Okay. Okay. Press that, connect to that. If it's asking you for a password, Password is written at the bottom of them. The router itself bottom part.
13:00
Speaker 1
We only have them. I don't have it on power. How do you have enough power on that? What's the core? I'm trying to connect it with the app. What? There's a capital O. There's the O in there. Zero. Okay. You can have a duo. Can you test it for it? Can you talk to anyone? We tell them it's... It's connected. Yep. What what would what would cause that to do that? Because we had it sit on our network. We have renamed it, you know, to our building. And it looks like it's connected now. Why did it do that, sir? Do you have any idea Oh, so because things happen, oh It's almost our last time.
15:00
Speaker 2
So probably, what happened is that I mean, it will only happen if you press the reset button of your Linksys router. Second, it is trying to update the firmware, but it did not, I mean, it interrupted with the, with the power outage or something. But that's why it's back to default or something. Something like that. yeah. That could be the possible reason why it's back to default. But I'm assuming that the light right now is not really a red. It's more like a pinkish red, right? It's ready for setup. That's the, that's what it is. Red red, that's weird. Right, right. Okay. Can you check if you have internet connection?
16:00
Speaker 1
It says connected on my phone, yes. On my phone it says connected. Uh, on my phone because that would go to data if it wasn't, so that won't help me. Well, I like. Uh, I don't know how to do that. I don't know how to do that either on my iPad. Actually, you need no internet, open browser and connect. So, so it, it comes up with the, it comes up with download the app for setup. That's what I'm doing. I'm trying to do that. Yes. Okay. I think. On my, you mean on my phone?
17:00
Speaker 2
uh... will connecting to the Wi-Fi?uh... links are set up. we're able to pull up a website like YouTube, Facebook or whatever page you want open. uh is that on the the computer? because if that's on the computer just click the image of the phones uh that's on the screen so that you can proceed to the next step because it's you're probably gonna I mean you're probably gonna do the the setup again on your LinkSys router.
17:00
Speaker 1
because it says I'm connect to router to your modem or source of Internet. If your router is labeled Internet. So I should go ahead and connect it now. Keep going through the setup. Oh, I got you. It says yep. I it says connected so I just go to next. Make sure everything has finished startup. Um node light is solid. Um the light will blink while starting up and turn solid when it's ready. Um node solid what what does node solid mean? Is it red you mean? It's red. Node light is solid? Okay, got it. It's checking for Internet right now it says. This could take up to a minute. Now it's asking me to put the.
18:00
Speaker 2
It's best... Sorry. It's, yeah, but if it's already connected it already connected then just, just press Next. I think it is. It is. I, normally it should be purple, pink or magenta, but, yeah, let's assume that it's, uh, purple. So just click, it's solid. Okay.
18:00
Speaker 1
WiFi name. Okay. which i'm gonna go back to my old one. I don't see it on here. Oh. Okay. says it could take up to a minute. linking. [ silence ]
19:00
Speaker 2
Just make you saying. Yeah, I was about to tell you that. Yeah. [silence] Yeah.
19:00
Speaker 1
I thought it was already on this step, but maybe not. Creating login access, that's what it says. I put it in my, configuring your Wi-Fi, okay. Yeah, it is. Okay This could take up to a minute. It looks like we're going to the next step, that's good. So weird that that that power outage, you know, did all this to it. Where on the app do you find out where the updates are? so it's under Network ID? Yes. Okay, yes I've got that. Okay, thank you. It says...
20:00
Speaker 2
It should be automatic, but, uh, to answer your question, it's network admin. It's under network admin. I'll walk you through once you're inside the app. admin, so A-D-M-I-N. Or network administration.
20:00
Speaker 1
Oh, I okay so you know what? It is not set to do automatic firmware updates. No. It was, it was not set to do. Mine was. Okay, I just did. Oh. Mine was. Oh, yours was? Pretty sure. Okay. It's looking for child nodes. What does that mean? Yes, okay. Yes. Yep. Got this. So it says your network and then just put next again. it says help us help you um, um, send diagnostic alerts. I should push next. Next.
21:00
Speaker 2
it is said is it not oh I'll do a yeah this the extend so your link sys router is the mesh router okay so it can have an extender with can can use the same name same password everything like that so that's a node and that that right is also a node yeah next
21:00
Speaker 1
Roger Cottage is ready. Connect to your devices. Go to dashboard. It is the pink blue. Blue right now. It's blue now. Yeah. I've not seen that. Boy, I can't thank you enough. This was so frustrating because you you know, probably, you know, we couldn't run anything. Our our external thermostats, our lights, nothing. Get notified on connectivity issue, network up. Yes, we want it all that. Okay, wow. Great. Now I've got the dashboard back. I lost it and and and you have network administration and you have it set to do automatic firmware. Oh yeah. Where does this say that? You go to up to here. Here it is. That's one is network administration. Okay, you're set for automatic firmware. Okay. Okay. I thought I was okay. Wow, we can't thank you enough. Notification says notifications from links.
22:00
Speaker 2
Dashboard. And check if the light of the radar is solid blue, if it's solid blue, we're all set. It's all set. Great. Good to hear. Good to hear. [silence] Yeah, here we go. Thanks.
22:00
Speaker 1
Your location services are turned off on your phone. Go to your phone's app settings. Sorry, you have to turn it back on. Oh. But we want I want to have notifications. Okay. Yeah. Gotcha. For some reason, it was turned off. My app had went dormant, you know, because it hadn't been used in quite a while. Yeah. Looks like we're in good shape. Yeah. I can't thank you enough, sir. You're awesome, ma'am. I'm telling you. You saved the day. Now, it says Wi-Fi. Oh. Why is it? And when I when I go to check my did you check yours on your computer and see if it's working? Oh, on my computer. But I checked my, um, my, uh, phone.
23:00
Speaker 2
right to hen he's gonna show
23:00
Speaker 1
You know, I'm looking, I press on the Wi-Fi, it says, RoserCon available via links is what does that mean? Available networksDo I have to log in? How do you turn off the, okay, I don't know how to turn off mobile data. Uh, I don't, it's an Android. Oh my goodness. What? All right, because it, got it, because it won't, won't my data open up a, uh, a webpage? That's the problem I, I'm, I'm frustrated about. I'm gonna get my iPad. I'll do my iPad because that will show me, that would tell you whether it's working. Yeah. That'll, that'll show, my iPad will show me because, you know, I can't use that unless I was hotspotting, you know. So, I'm gonna do that. [silence]
24:00
Speaker 2
Is that iPhone or Android? Oh not sure. Um, go to settings, and let's try: or you want to turn it off or just leave it on. But I mean if you're connected to Wi-Fi, and it will always prioritize the Wi-Fi. So if you can open a website connected to the Wi-Fi, then yes the Wi-Fi is working sure sure. That I understand.
25:00
Speaker 1
Yep, I'm going to do that. I just I think I'm all set, but it it normally just says connected, but connected via Plink says okay, I can. But now it's showing available network and there's another available network. Yep. Okay, it's in the other one just says it's failed, but, uh, I don't even leave it for that. Okay. Okay, I'm sleep. Um, I'm trying I'm going to boot my, um, my, um, I'll be able to tell really quickly, but I will help be out to reconnect it. You think it'll automatically connect to the Wi-Fi, you think? I don't know. I'm trying to get mine connected. Yep. Okay, and then.
26:00
Speaker 2
And I think it's violent says they just probably exe glitch. So just leaving like that for now. I think yes, if it if you use the same name, same password as before, everything the same, then I yes, I'm 80% that it will connect.
26:00
Speaker 1
I'm going to go look at a website.
27:00
Speaker 2
You can you can connect to the internet. I think it's the password. Enter the new password or the pass or [silence]
27:00
Speaker 1
Is yours working? No. Mine's not working either. Mine just keeps saying, verifying and connecting. Oh. Okay, so I'm on the settings. Wi-Fi connect. Oh, I don't have the right. Are you sure this isn't the right, aren't we supposed to connect with the, with the router? Not the, not the, the, uh, what are we connected to? Our devices, the router? I think you've got the wrong passwords. No, I don't. There it is right there. On my phone. It's not connecting on that either. It's just showing it's showing roll deposit though, why you saying it's the tool. I'm really confused. I don't care. No, it's not connecting to the network. On our devices, are we supposed to use ask them which one we're supposed to use? When we, when, don't you tell me something. When I connected my, when we connect our phones and stuff, do we use the the login and password from the internet, the modem, or do we use the one for the router? Okay. We're just trying to. Run for the router, that's the problem. No, you don't that's the problem. Okay. I'm I'm using the one for the internet. Well, we're some I'm I'm trying to connect to the Wi-Fi. What are you trying to do? Yes, but you got to you connect it through the the the. You don't connect there. You just said, you just told me. I asked him. So on our devices, we type in the login and the password for the Lynx' Oz, correct? Not for. W 4. The Wi-Fi. The Wi-Fi.
29:00
Speaker 2
Hey, there's one for the red in the wyatt finding you create it in the password.
30:00
Speaker 1
I don't know why your so computer's state it's not working. I've done it several times. It's not working. I've got the right password and it shows right on there. yes. And it's not working. Wonder why. Queer. I'm Ya it's not working on the TV. I've got the latest. Why isn't it loading?
31:00
Speaker 2
You need to find the Wi-Fi you created and enter the password that you created. Is your phone still connected to the app? If yes, open the app and go to Wi-Fi settings. We'll check the password. You got the app open?
31:00
Speaker 1
why won't my Linksys app open now won't open? Oh, here we go, now it says me the login again. Geez. Yeah, for some reason using that password at the bottom of the who's the email password in login. I need that. No. Oh, that's it. Yeah, I'd be afraid of that screwed something up, and I don't understand why. movies. Yes. Yes, it's asking me to enter the the email. Email and is that what you want me to do?
32:00
Speaker 2
hold on a second is it asking you to enter the email and then password or just router password? um yep there's there are two options to log in select the router password instead it will ask you for router password
32:00
Speaker 1
So, it says getting router settings, and I I've checked my er okay now, it says it's online. It says on my on my. on my dashboard on the links' app so you said we can find out. Yeah. Wi-Fi settings. Yes, it's on there, it it um, it doesn't show it but it says but um. Oh, if you press that. [silence]
33:00
Speaker 2
at traffic pass but by default is to war at to mean me a me in you see that do you why essentially yes figure out so look you see three lines at the top let press that and go to why pay settings and then top of the white they password it would she you the password data way back the yeah and then why pay password press that because on there
33:00
Speaker 1
Okay. Yeah, that's, that's what I've got. Is that what we should use for our devices? Yeah. That's the one. It's not this. Not this. It's, it's this. You gotta connect like this. Closed your cottage. I don't care. And then you've gotta use this password. Okay, I'm gonna try it on my, on my iPad. Okay. Why? It's not even coming up. On my iPad, it's not coming up. Not connected. Look at the network. It's okay. It's the network. Now I need to type in the password.
34:00
Speaker 2
Yes, that it's connected to the Wi-Fi, yes. [silence]
34:00
Speaker 1
For some reason, it wants to, it wants to take off the auto. It's trying to link to the modem. I can't get it to, I can't get it to change. Why can't I get it to change? Forget this. On my iPad, I can't get the, I can't get the password to, it seems like it's in, for some reason, it's like in there, and it won't, it won't let me change it. Next slides like. Yes. [silence] For some reason, it wants to.
35:00
Speaker 2
And change the password you mean? Sorry. Hold on a second. Sorry. What do you mean by that? Like you see the what Wi-Fi name I mean the Wi-Fi name you tap the Wi-Fi name it's asking you for password you enter the password and it's not accepting it. [silence]
35:00
Speaker 1
I don't see where it's at it's isn't putting in the password. Do I hit where the lock is? we need to put this password in. Yes, but I can't get it to let me won't let me do it. It's not working with that password. It's the wrong did you try it with that password? Yes, it's not working with that password. Then what is what is he doing? Which one? Did you write down that? 'Cause I have a feeling that's our new password. Did you write that one down? Do you have that written down? No, I changed it. He told me to change it through the through the you know, put it back to what it was. I put it back to this. No, you didn't. because it's not accepting even one of those two. [silence]
36:00
Speaker 2
You're probably already connected, if that happens. Is it connected? Is that connected or disconnected?
36:00
Speaker 1
I don't know. What did you put in? What did you put in the wrong password? No, this is for the links, this one. Oh, my goodness. What is going on? What are we doing wrong here? The Wi-Fi password is this. okay, just one second.
37:00
Speaker 2
I see. So how about this one? We'll we'll we'll try this. Let's see if it's going to work. Try to change, I think there's some glitch that the that's why it's not letting you connect to the Wi-Fi. Um but uh I'm going to put it in my documentation so we can report it. But yeah, change the password. Go to your app, go to Wi-Fi settings and write a new password and let's see if you can connect with the new password. I think you'll probably can. We'll see. Just make make the password simple and easy. [silence]
37:00
Speaker 1
[silence] it asks me, it says, enter the password to join the Wi-Fi network. Now, I'm going to ask one more time, I know this is stupid. The login on my iPad is the one that I did with the Linksys login and password, correct? Is that what I'm supposed to put in on the iPad? I'm talking about my iPad, not email account, just an iPad, you know, to connect to this router.
38:00
Speaker 2
talking about the email account. alright.
38:00
Speaker 1
Do I put in the <i>When you say Wi-Fi passwords, you mean the "this one" or the one for the um, for the uh, internet?</i>, I don't know. A gateway? No. No, it's not. No, it's not. It's separate.
39:00
Speaker 2
Yeah, the Wi-Fi password. Not the... I think I'm getting confused now. So, is your internet... I mean, is your modem a gateway? A modem and a router at the same time? Because it... Yeah, a gateway, it means modem and a router at the same time. So, it's a device from your ISP. If that's a no, because when I say Wi-Fi, I'm just referring to your Linksys' Wi-Fi password, which is the one at the bottom by default, but I asked you to create a new password, you created a new password, and that's the password you need to use for that. There are two passwords: router password and Wi-Fi password. The router password is used for you to log into the Linksys.
39:00
Speaker 1
Okay, so it should be, Rose College, and it should be this, this right here. That's how you link your computer to it. It says unable to join the network don't I put in the same password and I have logged in. Huh? So what did you say you want me to do? Change the password? Is that correct? to do, change the password? Huh? On my on my, um, Lennox's app or these wireless passwords? Okay, got it. Wi-Fi settings. Is that the bars on the top of Wi-Fi settings? Okay, here we go. Wi-Fi settings? Yeah? Okay. Okay. Does it have to have any special characters or anything or does it matter? Huh? Okay, got it. Wi-Fi settings. Is that the bars on the top of Wi-Fi settings? Okay, here we go. Wi-Fi settings. Yeah? Okay. Does it have to have any special characters or anything or does it matter? Huh?
40:00
Speaker 2
Yeah, try the password for now [silence] Yeah, go to your Linksys app [silence] Then go to the Wi-Fi settings [silence] Yeah, three lines, bar [silence] And then tap the password, create a new admin, I mean, create a new Wi-Fi password, and then hit save once you're done.
40:00
Speaker 1
Okay, so we think we should change that. What do you want to change it to? You gotta write it down. What do you want to change it to? right, right. Well, I just had two of those at the end. No, we already got that. Oh, oh, same as the yeah. Okay. Same as the uh, a changing it. That's the logon. No, it's not. Okay, that's the password. Okay, so we're changing that to password. Make sure you put that in right. That's right, isn't it? 28487.
41:00
Speaker 2
It doesn't matter for WAP password, but it's should be at least 10 characters.
41:00
Speaker 1
Okay. So now we're going to save that changing Wi-Fi password can cause all wireless to disconnect. And we're going to have to reconnect every one of our devices, aren't we? Yeah, we will. it's changed now. Oh. Yes. I already. I got you. I got you. And um so I'm it says restart your Wi-Fi. This could take up to a minute. I see what you're saying that we could set it back and then everybody else will connect automatically. Um. And so we got so many things on this. I wonder what happened. We'll never figure it out, but okay, now it says saved.
42:00
Speaker 2
Yes, but, but let's just give it a try for now. We can, we can just set it back. But just before you, before you, before you hit save, um, make sure you, you remember the password. Because otherwise, if you forgot the password, you will have to do the reset when you link this laptop, we'll start from scratch.
42:00
Speaker 1
Okay. I'm doing. we appreciate your patience. yes, you've been very helpful. this is very frustrating. it, um, it says my - what the heck's going on?
43:00
Speaker 2
all right drive your ipad now find the network name and then enter the new password see that that can connect to the wi-fi another very successful
43:00
Speaker 1
but it's it looks like it's connected, but I don't know. Or do you know if it is there a check mark next to it? Does that mean it's connected? Is there a check? Yes. Then if you have if you can search. Yes. Yes, it's working. It's working. Yes. Thank you. It's working. The light is blue. Okay. Okay. Looks good. So now and it was weird because on my iPad, it came up that my um that our thermostat came back on. You know our. Oh, that's perfect. So it accepted. Okay, everything was back. But that's weird because I still think we were using it wrong. something something changed. There was a glitch. Nobody changed anything, but it it it got messed up. It's okay now. Well, but the whole point is I'm trying to make is how does that
44:00
Speaker 2
All right, yes. If there's a checkmark, it's connected. [silence] Oh, very much welcome. Of course, you are welcome. Now, internet, Wi-Fi works. Is there anything else like... [silence]
44:00
Speaker 1
Yeah, I have a question. So, when I linked my phone to the Linksys router, I have a login and password. And then we have a modem login and password. And apparently, that's the one that connects all of our devices, correct? Okay, so, but when we when we try to link our devices to this system, we use a login and a password. Um,
46:00
Speaker 2
you want me to help you rate or questions? Go ahead. [silence] now I'm really confused when you say modem because that's not related to your links that rather it gets the internet connection from that device.
46:00
Speaker 1
But we don't use the links to set up log in and password. Correct? That's what I'm asking. Okay. That's what I was wondering and and what happened is, yeah, we reset everything and we reset it back to what it was and it worked. Which is weird, but we, it, there must have been a glitch. There had to have been a glitch, somehow. But like you said and when we now everything's hooked back up automatically, we didn't have to do anything. So But anyway, thank you so much. You, you've been a big a super big help. I really appreciate you. Nope. You any questions, Cindy? No, I don't. Thank you so much, sir. You're awesome.
47:00
Speaker 2
Oh yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah. I mean correct. The the router now is now configured it. So it's not the default settings anymore. Perfect. So regarding I pretty much sort will come you have other questions? All right, I hope you have a good evening and bye for now.
47:00
Speaker 1
Thank you. Bye-bye.
48:00