Speaker 2
Welcome to link sys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of 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.
00:00
Speaker 1
Hi. Um, I'm calling because I don't know what's going on with my Link's is uh router. Um, it's telling me that it's offline and the devices that were I had a power outage and all the power is back on. But some of the things did not connect back to my Wi-Fi. And I was trying to figure out how to get them connected back, but I
11:00
Speaker 2
Okay, so I totally understand your concern all about sure, but let me just confirm if I'm talking with John Lynn. And your email is John, 15@yahoo.com. And how many L- do you have in total, sir? What is the light indicator of this router, which means it's working? How about your other devices? Were they able to connect to your Linksys network?
12:00
Speaker 1
Did not. uh my thermostat didn't connect. And um my Google, I mean my Nest uh doorbell didn't connect. but right now well I have went to where the devices are and tried to touch on the devices to get them connected but it wouldn't let me do it. And now it's telling me that my I'm offline.
13:00
Speaker 2
what devices and what have you done so far but did you try to restart them reconnect them yeah because your other devices are working and itTranscribe 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]
13:00
Speaker 1
Restore what device? [silence] Well, I couldn't do anything with that because it's it had no power to it. And it kept when I was trying to reconnect it, it was saying that it's offline. The phone I'm talking to you on the phone now. Okay. Let's see. Uh let me look at my laptop. [silence]
14:00
Speaker 2
It was working fine before the power outage happened. yeah, but since then they got disconnected and cannot be reconnected. So, did you try to restart the device and then reconnect to your network? like the thermostat. thermostat? because I guess your phone, your other devices are working and successfully connected to the network. except for your thermostat and ring doorbell. right, Can I delete they project? are you still cannot connect your thermostat? error message? (Pause) It's clear. Okay. How about your phone? Can you try to connect your phone? do you have computer, other device in your end which we can use for isolation?
14:00
Speaker 1
Um, my, uh, my tablet says that it's connected to the Wi-Fi. Yeah, that's what I'm thinking. I don't see anything else that says that it's not. Yes. All right, let's, let's see here, I have to turn my laptop back on. So, [silence] [silence]
15:00
Speaker 2
So the only devices that won't connect to the network is your thermal stock and ring doorbell. Do you have a computer or a laptop in your N. Okay, can you connect your laptop to your links network.
15:00
Speaker 1
Okay. Okay. What do you need me to do? Okay. Let's see.
16:00
Speaker 2
Flyers, they're...
16:00
Speaker 1
Neither so that again. Oh wait minute on the address bar and it was one 192 you said dot 192. dot okay.
17:00
Speaker 2
and then on the address bar, type 192, 168.1.1. 192.168.1.1 192.168.1. 1 [silence]
17:00
Speaker 1
All right. I'm here. It says access the a. I've the L O P. Is my. Yeah. It tells me to sign in, log in with your router password. Yes, I have a password for my router. Yes. Okay.
18:00
Speaker 2
are you routed to a page that shows your connection is not private. Keep your Wi-Fi handy. What are the information shows on that page? OK. Try to use admin. Did you created your own router password, sir? OK. Now, proceed to log in using your router password.
18:00
Speaker 1
Just a second here. Let's see. Nope. In- in- In- invalid router password. Let me try Yeah. That's my, that's my password. Let's try it again. Oh, it's it's not accepting it. Okay. Okay. Now, it tells me to submit Five-digit key on the bottom of the router. Okay, let me Go back to my router.
19:00
Speaker 2
Okay, click reset or forgot password to create a new one. Recovery key labeled on the bottom of the router. Yeah, you have the recovery key labeled on the bottom.
20:00
Speaker 1
one-third 372 1 13372 one-three third second password password and option reset not your password
21:00
Speaker 2
Yes, and make sure to follow the requirements.
21:00
Speaker 1
Let's see. Okay. All right. I'm in. [silence]
22:00
Speaker 2
...and creating a router password. [silence] Okay, now can you scroll down on the very bottom, sir? And look for the two cuplock letter C and A.
22:00
Speaker 1
Hey. Okay. And where would that? Oh, yeah, I see CA. You want me to click that? Okay. I'm here. Yeah, my Wi-Fi name. Yes, it's the same.
23:00
Speaker 2
Yes. [silence] Then go to WiFi settings. [silence] And what is your WiFi name for the 2.4 and five the same, right? [silence] We can now to separate the bandwidth. We need to create different WiFi names, but then to avoid any disconnection, just leave the same. [silence] You. [silence] But I think I think I think I think I think I think I think I think I think you might need to create different to be two separate network. [silence] So first, you just copy the password. [silence] And then you just change the WiFi name.
23:00
Speaker 1
Mm-hmm. Underscore. Okay, wait a minute. Let me... underscore 2.4. It didn't put it in there. Okay. So just underscore 2.4. You are, I'm adding, I'm adding that to the password. I mean to the to the Wi-Fi.
24:00
Speaker 2
Wi-Fi name for the five gigahertz band, the way it is. But for the 2.4, kindly add underscore 2.4 to the Wi-Fi name. Yeah, just underscore. Yeah. For the Wi-Fi name, yeah, for the Wi-Fi name with a 2.4. For you to recognize that it is your 2.4 network. [silence]
24:00
Speaker 1
okay. okay. I just added it. underscore. uh, security mode is W P A to W P A three on the left of personal. okay. [silence] on the left of personal. okay.
25:00
Speaker 2
from the five gigahertz band, uh, just use the same Wi-Fi password for the two point four gigahertz band and uh for the security mode for the two point four gigahertz band, uh, make sure it is WP2 WPA personal. So, then for the security mode for the two point four gigahertz band, is that WP2 WPA. Okay, click on the dropdown arrow, select WP2 WPA. [silence]
25:00
Speaker 1
I got it uh what do you want me to do yeah that's what it is yes I did uh apply and yes okay
26:00
Speaker 2
And for the five gigahertz band, make sure it's WPA2/WPA3 mixed personal. This, did you already add 2.4 or 2.4 for the Wi-Fi name of your 2.4 gigahertz band? Okay, click save. Sorry, apply. Click apply, then apply the changes.
26:00
Speaker 1
Okay. Yeah, um, now it's, um, Yeah, it Did something cause it's telling me now I'm not connected on my, phone anymore. Okay. Okay. Yeah. Now it's showing up as my Wi-fi name is my home.
27:00
Speaker 2
It's applying change this try to connect your phone to your 5 gigahertz band which is your original Wi-Fi name and for the thermostat and Reing doorbell camera try to connect it with your 2.4 gigahertz band and then verify if it works [silence]
27:00
Speaker 1
okay let's see. cause I did have only, it was showing that I only had 11 devices. but now it's showing that I have 12. so, let me see.
28:00
Speaker 2
Okay, so 5GHz bands will provide a better speed compared with the 2.4. But there are devices that are recommended to connect with the 2.4 such as your smart stat and smart doorbell cameras. So this time, connect your phone to the 5GiHz band for your but for your Thermostat and smart doorbell cameras, kindly connect them to the 2.4 to verify if it works. [silence]
28:00
Speaker 1
Sure. So when I go to my ring thermostat, do I hit this priority by device? Well, I don't know how to do that. I just, I just went to, um, my Wi-Fi, and then when it showed up, I just hit on it and, but now it's telling me every everything that was, I mean, those things that was connected, is not connected now. [silence] Connection Loss encountered.
29:00
Speaker 2
um I apologize I apologize that thermostat is already a third party device so um it is not our scope to troubleshoot this one and I cannot walk you through really the process so we can only um set or change the Wi-Fi settings of the router but to connect your device um you need to do it to verify if you can connect it with your 2.4 or link with your linksys um network. Yeah because I'm not really familiar with the settings of your thermostat. So um how did you connect your devices before? Your thermostat and ring doorbell camera?
30:00
Speaker 1
and it's just saying it's offline. I guess that's what I'm trying to do and it's not doing it. I mean, it's it goes to this priority by device. And when I hit 30 by device, it... Maybe I should turn that off or and see what happens. Nope.
31:00
Speaker 2
try to do the same thing. Go to your Wi-Fi settings and select your 2.4 to connect your thermostat and ring doorbell cameras.
31:00
Speaker 1
this is crazy because it's telling me it's running a speed check to ensure the best performance of your device prioritization. are you familiar with any of that? [silence] uh my linksys app where I'm trying to connect it because it's still telling me it's offline and on my firmware.
32:00
Speaker 2
Is that on the thermostat? You can actually refresh fresh there. Our main goal here, sir, is to verify.
32:00
Speaker 1
Well, the thing of it is, with it being offline, I can't, it doesn't, I'm not getting any, any way to say that, connect to anything, because it's just off. And I don't, I don't know how to get it turned on. [silence]
33:00
Speaker 2
we're going to pause for just a moment to see if your thermostat and Ring doorbell camera are connected now to your Linksys network. Maybe you need to go to its settings, to select the Wi-Fi name of your network and enter the Wi-Fi password like that. And for the Linksys, uh, you can actually force close and reopen to refresh the app.
33:00
Speaker 1
wait a minute, cuz I'm not understanding what you're saying right right I mean, I got it and it's showing that it's uh two point four but those things are not connected Now it's telling me I'm offline
34:00
Speaker 2
Yeah, because you mentioned earlier that your Thermaus tad and Ring Norbert cameras won't connect to the network after the power outage, and it was working fine before it happened. So we separate the bandwidth because it might made the two devices re-connected with the 2.4 and that is your goal now to connect them to your 2.4 wireless network to verify if it works. Did you go to its setting, select the Wi-Fi name and enter the password? Because it might be
34:00
Speaker 1
okay, settings, where's my settings? I don't see settings. Where's my settings? That's what I'm telling you, they're not. I couldn't connect best
35:00
Speaker 2
This is not still connected to the network, on your Windows device. Your Linux router is already working. Your other devices are also working. How about your thermostat and ring doorbell cameras? Are they able to connect with your Linux network now since we separated the bandwidth? And how did you connect them to the 2.4? Aha, okay. I reckon for the thermostat, it should work. I reckon... The 2.4 it should work. [silence]
35:00
Speaker 1
I have been connected to the 2.4. That's what I'm telling you, it won't let me do it. Why? Why won't it let me do it? [silence] But you you told me to go to setting. Go to settings where? [silence]
36:00
Speaker 2
Yeah, that's why. and I would like to set an expectation, sir, that your thermostat and Ring door bell cameras are not part or of our scope. We are not trained to do, to check their settings, to connect them to the network. because I'm asking, how do we are able to do to connect them, just do the same process. Because even me, I'm not also familiar with its setting, since they are, we are not trained for the thermostat and Ring door bell cameras. example, example, your phone, you go to the Wi-Fi settings, select your Wi-Fi name, and enter the password to connect with your Linksys network. Is there any option to do that with your devices? your thermostat and Ring door bell camera?
36:00
Speaker 1
No, because they're offline. That's what I'm trying to do. I can't because it won't come on. I can't get it to turn on.
37:00
Speaker 2
They're online because they're not connected to your link sys. Network. That's why try to connect them with your 2.40. So if it won't come on, sir, then call the manufacturer of the devices to assist you in how to connect them with your link sys network. Because the router itself is working since your other devices are successfully connected to the network, such as your phone and computer. And it is solid blue.
37:00
Speaker 1
I mean, it's- I have no clue of what I'm doing. Because I mean why isn't this thing coming on? Okay, let me try to figure out what's going on with the thermostat. There's hot in this house. Yeah.
38:00
Speaker 2
And regarding with that one, sir, to be honest with you, I'm not also familiar with the settings of your devices. Like because, for example, your phone, we can go to your Wi-Fi settings, select your Wi-Fi name and enter the password. All about your devices, your other devices, is there any option to do that? Yeah, because it might be it needs to be reset, it needs to be restored. So since we already separated the bandwidth, try to connect them with the 5 GHz band or 2.4. So or maybe you need the assistance of the manufacturer to proceed. [silence]
38:00
Speaker 1
Okay. Okay. Thank you. all right thank you all right all right bye bye oh I'm sorry.
39:00
Speaker 2
but yep of course you're welcome just uh... feel free to call us back if you need further assistance just use the same ticket number 131-097 you're welcome and have a great day take care. Bye for now. Can you please end this call for me. Thank you.
39:00