Speaker 1
Hey, good morning Ellie. How are you? Yeah, I'm having issues with my router. It's not pick it's blocking some websites. So, yesterday I went and changed the local IP. One second. Uh, I had a support ticket open yesterday.
00:00
Speaker 2
welcome to linksys 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. Hi, thank you for calling linksys technical support. My name is Ellie. How can I help you? Yeah. Oh, okay. Mhm.
00:00
Speaker 1
Maybe we could take a look at that. Oh, awesome. Yes, so what I did was I changed those numbers. Yes, that's correct. That's what we did.
01:00
Speaker 2
Yes, I actually pulled it out here. So, yeah, I'm actually looking at the ticket, that that was created yesterday. And, okay. Okay. So, yeah, that was, about the DNA server, that was changed. So, it was assigned. So, you were advised to change the DNA server using the web browser interface of your link to this router. Um, it, it's 8.8.8.8 and 8.8.4.4. [silence]
01:00
Speaker 1
Correct. It's certain apps, websites. We have to switch over to Wi-Fi and then they will work. Uh, you know, we don't, we don't think it's our Blue Ridge provider because I don't see where they can block, you know, certain stuff. It's just certain stuff's not opening. So, I think it's the router. So, here's the history. Everything was working fine. And they added on, uh, they extended the fiber optic into another neighborhood. And ever since then it seems spotty. Everything in the house still works. We can still stream TV, uh security, and we still have internet access.
02:00
Speaker 2
So right now, sir, the router is not allowing you to access some specific websites. Uh, uh, okay. Okay.
02:00
Speaker 1
System's working great. Everything else is working good. But sometimes it we just try to access it. What happened is my wife just got a job, working from home. And she's ready to go buy Starlink. And cause she can't access certain pages. She can't access certain emails. So, Well she's thinking about buying Starlink cause we just have no luck with this router system that we got. So, she's thinking about. We're thinking about buying another router and trying that. Hooking up the old router if we can find it. Because this or you and I can just troubleshoot it and see if something's not set right. Like a DSN or whatever those numbers.
03:00
Speaker 2
Okay, okay. I, you mentioned earlier about your wife, being connected to Starlink. um so it I okay I I was actually listening to you.
03:00
Speaker 1
My apologies. Do you have any test page. Go ahead. Do you have any test pages that... Do what? Excuse me? What was that? Yeah, should we open up a test page or anything? We have a Google opened up on a tablet right now. So we can access anything we need to. Link this or maybe you can point us in the right direction.
05:00
Speaker 2
Okay, Oh, okay. I am actually also... I'm sorry. I was actually... Um, how about you talk for a turn, Lazar? Uh, yeah. You were trying to say something earlier, Robert. Uh, yeah, absolutely. Um, filter, use the web browser interface of your Linsys router.
05:00
Speaker 1
So I have to be in Linksys? Do I need to be in Linksys? Okay. How do I get to? Okay. Okay, good. Yes. It says it's connected to it at medium strength. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
06:00
Speaker 2
yes, the laptop or the desktop must be connected to the Linksys Wi-Fi connection. so that we can access the Linksys web browser interface. Okay. Okay. Now, please open the browser. Okay. And then on the U R L or on the address bar, try typing in 192.168.1.1. And then just proceed or press enter.
06:00
Speaker 1
Okay, it says, not, not secure. Okay, so, uh, router password. Yeah. Okay, we're in.
07:00
Speaker 2
yeah site not secure do you have an option to tap on advanced or proceed okay router password do you have that one okay okay thank you so much can you please navigate and look for the parental control [silence]
07:00
Speaker 1
[DOWNWEIGHT] Okay. It says parental control is off. That's not. Where's this Expressif? What is that? Uh-huh. Offer overrate. No you don't care. really switches. I don't care to say. Yeah, one, two, three.
08:00
Speaker 2
Okay, that's off. Okay, give me one moment. Okay, I gotta give me one moment.[silence]
08:00
Speaker 1
1 2 3. yes. okay. okay. hold on one second. this filter, uh, it has filter anonymous internet requests. that's checked and filter ident port 113. are both checked. okay. all right. okay. what about that filter ident i.p router? can you see it? when you go into this i.p router, you look right, you see that? right?
09:00
Speaker 2
Okay uh Sir Robert or uh ah Yes. Can we please go to security? Okay and then under security on the uh under internet filters? Ah yeah I'm sorry. [silence] Okay. Uh can you please uh uncheck the filter anonymous internet request? Uh-huh. And then click on apply and then okay?
09:00
Speaker 1
He want E. he'll shoot it. That as well. Okay. Perfect. Alright, and I'm to try to connect my phone, because my phone has not worked with it.
10:00
Speaker 2
Okay, I know, just leave it like that. So just on your laptop, ma'am, since you are the one who were, like, encountering the issue, can you now try accessing, uh, connect your computer to the Linksys router's network, and then try accessing those websites that you were unable to access before. Okay. Okay it's still not working. So how many devices are experiencing the same issue with yours ma'am? How many phones? three phones and how many computers are affected?
10:00
Speaker 1
yes. no, android. uh i have a 22 S. you're samsung Ultras. yeah, mine's a 22. 25.
12:00
Speaker 2
Okay, only on the phone. Okay. And what phones are these ones, ma'am? Are this um are these Apple phones or are Android phones? Uh what specific android phone ma'am? Uh-huh. And the other one is 25. Thank you so much. [silence]
12:00
Speaker 1
Mm hmm.Yeah Mm hmm OK I bought it. I don't know
13:00
Speaker 2
Okay. Um, there are certain things that we can actually perform with this, one, ma'am. So, only phones are unable to connect. I mean, unable to open a browser, but, uh, like how many websites did you try, ma'am?
13:00
Speaker 1
Well, I can't, I can't access my Garmin watch, which is connect. I can't do that. I have to go back to 4 G. Um. Uh, it it varies. I don't know exactly how many because I just, I've been going back and forth. I'll just switch off of uh the Wi-Fi and go on to 4G. So, I'm not, it's been going on for, I don't know, probably two months. So, I don't I don't know. Oh, yeah, it's been a long time. But there's multiple, multiple sites.
14:00
Speaker 2
Like did you try searching something on the website? Like how many, uh certain websites where you're unable to access? Um, all two months already? Okay.
14:00
Speaker 1
it just stops from accessing, so I usually just leave my phone now on data. Okay.
15:00
Speaker 2
Okay, give me one moment. [silence] [silence] Okay. Here is the thing that what we can try is to one of your Samsung device. [silence] So, since you were able to access, there's uh you know, some websites when you are on your mobile data and when you're connected to the linksys router's network, you were enabled to. So, uh we can what we can actually perform is to reset the Wi-Fi settings of your device, but before we perform it, I just really want to give you an head's up.
15:00
Speaker 1
Okay. [silence] Okay. Yes. Yes. Yes. We have to. It doesn't work. [silence] Okay. [silence] Okay.
16:00
Speaker 2
All right, so let me just want to inform you that performing this action will result to automatic disconnection from Wi-Fi and your previous paired devices such as Bluetooth. But aside from that, any passwords saved on the Bluetooth and Wi-Fi will also be deleted. So aside from that, that's the only thing that would be affected from performing these actions. Is that would be okay? Is that be all right? All right. All right. Let's start with the Samsung S22. Can you go to your Settings?
16:00
Speaker 1
Okay, I think I'm in there. Oh, there it is. Okay, language and keyword. Okay. Yes. Okay, I see. Yep, Okay, I see. Reset Wi-Fi and Bluetooth. That's what I want to hit? Okay. Reset Wi-Fi. Wi-Fi is disabled? Okay, I'll sign out. Will that reset Bluetooth? Okay. All right.
17:00
Speaker 2
and then go to general management. Okay. And then, can you see the word reset? Okay, tap on it. And then tap on reset Wi-Fi. Ah, no, it will not going to reset your phone. It will only reset the Wi-Fi and the Bluetooth settings. Yes. [silence]
17:00
Speaker 1
Bluetooth settings reset. Yes. Writing the number down. the settings for the smart. [silence]
18:00
Speaker 2
Okay. So before you can proceed, it will ask for a pin, password, or a biometric pattern. So once you're done, try reconnecting this um device to the Linksys router's network. [silence]
18:00
Speaker 1
Oh, it says... it says... wait a minute. Okay, good to... All right. I think it did it. I got a number and on my watch I got the green check, so I did that. So should I go back out to the app and see if it connects? [silence] Okay. All right. It reset my watch. It reset the Garmin connect.
19:00
Speaker 2
Yeah, of course, try to open as well so browse on the try also accessing something on the browser, see if it will work already. Yeah, that that's yeah because us what I have mentioned earlier if this phone is being paired to some I'm saying that it's connected to Bluetooth, it will directly be disconnected. So that watch is old, I mean, the phone is paired with your watch via Bluetooth, so their connection will going to be disconnected. Okay, it now came back. Yes. Okay. [silence]
19:00
Speaker 1
All right. the Gorman Connect app still does not work through the router. When I'm on Wi-Fi, I was on 4g that I went through. Is it is it possible the router's bad? [silence]
22:00
Speaker 2
Okay. Oh. Oh I cannot really directly answer that question because all I mean some other devices can still perfectly work with their router right without any problem? via
22:00
Speaker 1
yes it's Garmin Connect it always worked it just stopped working a couple months ago on the I I'd never used my mobile data now I've used all my data for the month in a week cause I can't use the router Garmin yes G-A-R-M-I-N Connect [silence]
23:00
Speaker 2
Regarding with this one, man. Is this a certain app that you were trying to tell me earlier that it was working only on your mobile data? [silence] [silence] Uh huh. [silence] Is that garment connect? Ah, here it is. Garmin connects. [silence]
23:00
Speaker 1
Yeah, I, I don't remember. Pretty much my phone has become useless running off the Wi-Fi. I, I just been bouncing back and forth. I don't I don't even know cuz I just usually leave it on 4G now. It's everything's not working through the router. Wi-Fi calls dropped. Wi-Fi calls. Can't get that I have to take my phone off wi-fi calling.
24:00
Speaker 2
aside from this application what are the other things that is affected or you're you're unable to access with the okay give me one moment um So Wi-Fi calling is also not working.
24:00
Speaker 1
No error message. It just doesn't load. It'll start, you know, like spinning, like it's going to load the page, and then it just doesn't load.
25:00
Speaker 2
By the way, ma'am, are you seeing some any a specific uh error message when the Garmin app is connected to the wi-fi? Did you receive any certain or a specific uh-huh?
25:00
Speaker 1
No. It, it always, it always worked up until a couple months ago, and I've had it for two years. Yes. Yes. Yes. OK. I don't know what those are. Your whole bunch that are off line is going to go off line or maybe. Full yourself. You don't you don't live is it that I think you did. Oh, I want to do a reset. Yours looks different than mine. Reset Fi. It reminds me what you said. Mhm.
26:00
Speaker 2
The proud problem that you're encountering right now. Okay, thank you so much. Uh kindly stay on the line with me.
27:00
Speaker 1
[silence] there reset. reset and that. reset. i'm not gonna do it now. [sighs] need to use the phone card. the phone card. [sound] if you couldn't tell me. is I don't even know what these are. Yes. Okay. [silence]
28:00
Speaker 2
um hello I yeah thank you so much by the way for the both of you for uh patiently waiting on the line so uh we just need to turn off something under the router settings so are you still on the links the Linksys Smart Wi-Fi tool on the laptop?
32:00
Speaker 1
Hold on a second. Okay. Where's it go? Do I have to turn it on? All right. you need one nine two. Yeah, no, we bounced out of it. One second. All right, we're back in. Okay. Yes. I'm waiting. there we go. Okay.
33:00
Speaker 2
Okay, can we go to, uh, I, I'm sorry. That's okay. It's okay. Okay, um, anketin and can we please go to connectivity? That's under router settings. Okay. And then, uh, go to Internet settings.
33:00
Speaker 1
Okay. Okay. All right. Oh. Yes. Okay. It says, disabled. All right, says applying changes. Your router's applying changes. Okay. It says disabled. got it. Okay. It says Enable checked. Okay. It's done. Yes. [silence]
34:00
Speaker 2
Go to administration. That's still under connectivity. That's the very last tab in there. And then look for Express Forwarding. Okay. Remove the checkmark or disabled it, and then click on apply. [silence] So, uh, once done, let me know. Okay. [silence] So, once done, can you try again on connecting your phone to the Lynx router's connection or internet connection?
35:00
Speaker 1
Okay, it looks like it went through okay. It picked up the data, the info. Uh, it it seemed to work. Yes. Yes.
36:00
Speaker 2
and then try accessing again or use the Garmin Connect application. [silence] okay, so how was it? Okay, it is working. Okay. Uh how about the other application that uh you were also having a hard time [silence]
36:00
Speaker 1
I'll be better. Yes, it's fixed. That's it. Wow. Let's press forward. All right. Wow. Thank you. Thank you.
37:00
Speaker 2
I mean, can you access we can let's test everything, so that we can make sure that everything is good. And can we also try connecting as well to Samsung s20 and see if it was if it is also working right now? You know, the other application or some certain website that you were unable to access earlier. So it's fixed. Okay. Okay, thanks. All right. So, thank you so much. For the both of you.
37:00
Speaker 1
That was huge. [silence] Now, can we like send you cookies or something? [silence] We're good. [silence] No, I think that's it at this time. [silence] My wife will bake you a cake. [silence] All right, thank you. Have a great day. [silence] Welcome. Thank you. Thank you. Bye. [silence]
38:00
Speaker 2
for the patients and time. So, yeah. Now that we have successfully resolved the issue, would there be maybe something or anything else that I can help you with today? Okay. Thank you. Yeah. Thank you so much. So, yeah, it's so whenever you need to call us, just provide the same ticket number or your phone number, and then we can directly pull up your record. Okay. Have a good one. Thank you. Bye bye.
38:00