Speaker 1
Hello [silence] Hi Joy. Um I have a ring door bell and it won't connect to my Wi-Fi. Um I've been through to ring customer services and I've set up a personal hot spot on my phone and it connected, which means that um there's a problem with uh the Wi-Fi and it won't allow my ring door bell to connect. [silence] [silence] Existing device.
00:00
Speaker 2
Welcome to Linksus support. To assure quality service your call may be monitored. please remain on the line for assistance. Hi. Thank you for calling Linksys. This is joy. How can I help you today? Okay, I see. Um. may I have the serial number of your Linksys device, please? [silence] [radio chatter] [robotic pinging]
00:00
Speaker 1
I'm going to have to put my glasses on to see this. Uh. Serial number is Lima, kilo. I think it's, I don't know if that's a Q. Hang on. Let me get my glasses. Right, the serial number is Lima, Kilogram 60, Tango, Bravo, 5, Quebec, 2602, 6,420. [KEEP_UNCERTAIN] Tube. My name is Oli and my surname is Gould, G-O-U-L-D. It's Oli Gould at hotmail.com, which is O-L-L-I-G-O-U-L-D@hotmail.com. [silence] of the root. Yep, that's what I was just on, and I'll take these glasses off, I make my glory
01:00
Speaker 2
Internet service provider, Mayhelp with your first and last name, please. And lastly, your email address. okay, thank you. All right. So, um, can you try to access the web interface of your router? Mm-HMM.
02:00
Speaker 1
Right. Okay, oh wait. Okay, yeah, I'm in, I'm inside the uh, the router settings, basically. So there's it, yeah, there's incredible password. So I've opened it up, so I, it's not on smart. I've got 2.4 and the 5 gigahertz. Okay, so they're they're both separate. Um, uh, WPA2 Personal. Uh, the 5 gigahertz
03:00
Speaker 2
Can you go to your Wi-Fi settings? Or instance? Network? Yeah. Yeah. M.R. okay? What is the security type of the 2.4 or security mode? How about the 5 gigaherts? [silence]
03:00
Speaker 1
Is the same. Yep. Okay. Hang on. So, I'm on the five gigaherts. So, you're saying, change it to, WPA2 slash, WPA3 mixed personal, yeah? Yep. Okay. That's the five gigahertz. Just before I press okay. Yep. Okay. So, the ring doorbell's trying to connect on the 2.4, just to let you know.
04:00
Speaker 2
Yeah. Can you change the security mode of 5 gigahertz to W-P-A 2 slash W-P-A 3 mix personal? Yes, sir.
04:00
Speaker 1
Yep. So yeah 2.4 so, so basically I've set it up so I've got uh my obviously you have your your router name and I've got a and B, A being the 2.4 gigahertz band and B being the 5 gigahertz band and I'm trying to connect to the 2.4 gigahertz band. Yes. They're basically identical, they're just separated by A and B. So I keep all the small appliances on 2.4 and then I put the the larger appliances that need a better better connection on the 5 gigahertz.
05:00
Speaker 2
suggest separating your 2.4 and 5 gigahertz. so that you just connect your ring doorbell to 2.4 only. Okay, so both of your bands have different network names. Okay. [silence]
05:00
Speaker 1
are you still there? Yeah, yeah, I've done it, I've changed the security, like you said, what, what do you want me to try and, I'm trying to connect the Ring Doorbell to the 2.4, though, so I'm not changing anything on that, am I? I'll give it a go. Hang on. Let's give it a go. Yeah, settings. Mm-hmm. Move. the voice. The little videos continue. [silence]
06:00
Speaker 2
let me know if it will work if we change the security mode of the 5 gigahertz or not. yeah. did it connect yeah.
06:00
Speaker 1
okay sorry boy with me i have to turn off my personal hotspot personal hotspot i'll it off so let's try again ring app the ring up set up a new device yep okay okay yep yep battery is in continue i have the password set the device [silence] Your ring device has been set up. Yep. Okay. Okay, so the ring doorbell only gives me the option to connect to the 2.4 Gigahertz, just letting you know. Please enter the password for the... because we haven't changed any of the settings on the...
07:00
Speaker 2
Yes, only the five. Try to change the 2.4 also to WP W P A too mix. And then reboot the router. Yeah, after. Just turn it off and then turn it back on after changing the security mode of 2.4.
09:00
Speaker 1
Again. Just processing. Just make sure that goes through first. What the sneezes? I'm not gonna reset the router until this is processed. Your processes change soon, so you're telling me that I just switch it off and then leave it turn and then switch it back on, yeah? OK, let's do that. I can do that. Off. One. Alright, turn back on. I shall wait for it to do its thing. [silence] It's kindly flashing blue at the top of the router at the moment. [silence] We'll just wait for it to turn white. Then we'll try again. Yeah. Okay. Okay, it's gone white, so. Let's give it another go. Try again. Okay. Energy is going to do it again. Do the same thing. Yeah, still not working. Yeah, it says connected to Wi-Fi, not connected to your Wi-Fi network. Try the following to fix it and then it says code P707. Whatever that is. that's on my phone, like, with the app. Yeah.
10:00
Speaker 2
Um, does it give you an error when you try to connect it to 2.4? Okay, hold on. Let me just check on that one just a moment. [silence]
14:00
Speaker 1
all right hang on let me show the the music on um so if i go to my menu where am i going to now turn off ipv6 okay how do i do it it's putting you on our speaker
15:00
Speaker 2
All right. Can you try to turn off IPv6 on your router? If it's enabled, yeah, kindly disable that one.
15:00
Speaker 1
Yeah, so internet, what can I do? Uh, automatic, so, it says the, so when I go to internet settings and I go to IPv6, it says connection type automatic. It says enabled. I can't change that, I don't think. Now, well, no, we're not, uh, no, I can't. I don't, I don't know what I'm looking at. Mate, um, so when I go to edit, it's automatic PPP o off. Yeah. [silence]
16:00
Speaker 2
Yes. [silence] Yes. Just click edit to disable. You're on Internet settings. [silence]
16:00
Speaker 1
yeah IP v6 yes well it just says that it's on automatic I can't do there's a little like edit button if I press on that it says internet connection type when I click on the drop down menu it says automatic or PPP O E or pass through is the third option it doesn't say disabled no there isn't no no I can see because when I go down there's 6rd tunnel
17:00
Speaker 2
You click IPv6. Yes. And then do you have the option to edit IPv6 automatic and disable it? You can't. You can't edit the IPv6 automatic. There's no option to disable it. Okay. I see. Hold on. Just a moment.
17:00
Speaker 1
So third, that is disabled, but I'll tell you what, I'll untick the automatic. Okay, so I've unclicked automatic, which is a tick box, and then it says six R.D. disabled. So I leave it on disable and press save? Okay, let's try that. Okay, restart. Yeah, yeah, many a time. Many a time. I'll do it again. Again now, that's fine. Okay, changes have been saved. Should I try to do the setup on the phone again, on the do-or- again? All right. Let's try again. Let's start from the beginning. Set up a device. OK to mark you're on code. All right, connecting to ring doorbell. Just went and found out. No, it's gone to the ninety, he goes, there's a little bar that goes all the way up to 100% but it gets to 95% and then it like struggles. No, your ring doorbell cannot connect to the Wi-Fi network. Yeah. Thank you.
18:00
Speaker 2
Did it work? Same old error code. Okay. Hold on. Let me Let me check on that one. Um I'll just this console for two to three minutes. I'll be right back. All right. Okay. Thank you. Silence.
21:00
Speaker 1
Hello? Yep. uh-huh. Uh. uh Yes. uh , huh . uh-huh . Uh-huh . uh. Uh-huh . uh, huh . Uh-huh .
26:00
Speaker 2
hello sir , thank you for patiently waiting . can we check your Wi-Fi settings again and then on 2.4 , what is the Wi-Fi mode , is it mixed? okay , can we change that to 802.11 B slash G only [deletes] open
26:00
Speaker 1
So I want it on, 802 11 B forward slash G only, yeah? Okay, and then I'll save it. Okay, save. And then... Yeah, I'll just let it work. still processing out. we set the device uh have a word with you guys to change so I could open up 2.4 and 5 separately so I could decide which what I want to connect to um and took me through uh and then they said right okay well it's not connecting but we need to see if your device is working so can you turn on the personal hotspot on your phone so I turned on the personal hotspot on my phone and let's try again I'll go through the whole process again.
27:00
Speaker 2
um wanting text [silence] do you want connect
28:00
Speaker 1
I've got to go out in about four minutes, just to let you know. So if this doesn't work, I'll have to try again later. What time are you open till?
29:00
Speaker 2
Okay. [silence] Yeah. Uhm, you're open 8: to 11 P.M. Eastern Standard Time. [silence] And, also through for this one, you're - you have a router, so that means it has some - some higher specs.
29:00
Speaker 1
Yeah, no, it hasn't worked. Okay. Okay, okay, I'll try that. Um, there's nothing... [silence]
30:00
Speaker 2
and highest standards to. So you can also have you tried to ask rain doorball side if there are some updated firmware version for the ring doorbell? Because it might not keep up with the because your ring doorbell might not keep up with the router anymore. If that's the case, since we already changed all the security types, we lowered down all the settings so that it will connect to your ring doorbell but still won't work. You can try to call ring doorbell again and let them know what we have changed and on the security side of the router. Maybe they can still give you some advice. All right.
30:00
Speaker 1
Uh, okay. All right. Um, I'm just, yeah, okay. Yeah, I will, uh, yeah, it doesn't, I don't know where I'd look for. But yeah, all right. Thank you for your time. [silence]
31:00