Speaker 2
Welcome to Linksys Support. To ensure quality.
00:00
Speaker 1
I've got a Linksys router that I'm having some problems with. It is... that's correct. The... if I'm watching TV, every so often, it gets a, it goes into like a uh it stops. It stops the show.
01:00
Speaker 2
if ever other users for tips and guidance at reddit.com slash r slash linksys. Hi, thank you for calling linksys. This is joy. How can I help you today? All right, just to verify, is this Mr. Thomas Miller? Okay. And you have the MR 20 AC router. So, what's your concern about this one, sir? Uh-huh.
01:00
Speaker 1
and then it comes back again. And when it does that at the same time, if I'm on my desktop computer, it'll do the same thing on my desktop computer. I've reset the router, and I've did some checking on it, and I can't find the problem. Is there a way that somebody can look at it over the internet and see if it's working properly? Okay. No, I shut it off on the back. I unplugged a router from the
02:00
Speaker 2
Regarding with that one, sir we cannot do remote access to check your Internet if it's working or not. Like when you mention that you reset the router, like how did you do it? Like you reset it back to default settings and set it up again?
02:00
Speaker 1
receptacle. I waited a minute, plugged it back in, turned it back on, and let it, let it go through its reboot.
03:00
Speaker 2
for this router if the issue will still persist after rebooting or you can also do some basic changes on the settings of the router but if that will still work the last option is to do a full factory reset of your router and set it up again from scratch but since this router is no longer under warranty as per checking here on the records we can no longer provide free technical assistance but I can send you an email instructions for that or you can also avail the paid service that's $15 for an hour
03:00
Speaker 1
O.K. Now is this through Linksys? It's not some third party repair people is it? [silence] O.K. [silence] Well I would opt for that. [silence] If you could do that. [silence] I think I'd go with the paid support. [silence] That's an expensive router. I can certainly spend $15 on it. [silence]
04:00
Speaker 2
Yes. One five $15.00 an hour. Mm-hm. Yes, this is a technical support. Okay. Let me just check. And also, if you want, you can also try the email instructions first if you want to prompt to that option. Or if that won't still work then we can proceed with the pay support or you really want to go ahead with the pay support instead. Okay.
04:00
Speaker 1
I do. Yeah. I had it, I had it. I signed, I signed on to it a while ago, and it was looking on my phone. I looked at it and I reset it, restarted it off of the phone. But I've restarted it downstairs too by shutting it off, turning it back on. So I don't know. I don't know if it's a router. I've called the, uh, internet service provider and they gave checking on their end and said everything looks fine for me on their end, but they can't check this router because it's not one of theirs. They provide routers if you have something that you purchased. They can't, they can't check it.
05:00
Speaker 2
all right um by the way so do you have like Lennox's app installed on your phone okay um is it already connected to your router okay can you mm-hmm uh-huh mm-hmm yeah. [silence] Mm-hmm. Mm-hmm. Yeah. [silence] Mm-hmm.
05:00
Speaker 1
Can't do anything with it then. So, I've already tried that option. I can try a factory reset. Pardon? Boy. Go. No go ahead. Okay. I don't have a moter. V. I can I can do a factory reset on it. I saw, I read how you do it, but it pushes you a reset button to our full red light blink and then you reset it. Uh that's a hard wear reset instead. Yeah, I can do that. [silence] [silence] [silence]
06:00
Speaker 2
me me okay okay so yeah people just uh yes go ahead i'm so sorry um yeah we can do a full factory reset on your router and then set it up again like it's a brand new router so that it will reconnect to your um modem or to your network but you can still use your old uh yeah but you can still use your old name and password so that your other devices will just reconnect it automatically yes yes Thank you.
06:00
Speaker 1
If I could do that, we'd see what happens, I guess. Yeah. And I don't I don't know how you do that. Okay. You want to payment. Okay, just a second. You can't use PayPal, can you? [silence] Okay, you want the payment. Just. Okay, just a second. You can't use PayPal, can you? [silence]
07:00
Speaker 2
Yeah, but after you do that, the router will be disconnected from the network. So, it will not work anymore. Then, that's the time you need to set it up again in order for you to, uh in order for the router to connect to the network in order for it to work. All right. So, um before we proceed with that, um let's go ahead with the payment first. So, I'll just stop the recording for security purposes in just a moment. [silence] Yes. All right. So, may I have the, um let me know once you're ready for the payment details. Okay.
07:00
Speaker 1
You can use Paypal? I'd rather do that than give them my credit card number. Cause every time I give out my credit card number, something happens. So, I, I need your credit card information. Okay. Are you ready? The first name on the card is Thomas Miller, yes. Okay. Five.
08:00
Speaker 2
Oh, yeah. We are using PayPal. Yes, we can use PayPal. Okay. Um, yeah, we are using, uh, PayPal as our outlet, but we, for the payment details, we need the, card information. Yes, sir. Hmm. So, just so, yup, mhm have the first name on the card, please. And last name Miller. M-I-L-L-E-R, okay. And the card number, please.
08:00
Speaker 1
512 63 00, 25 93, 95 25.
09:00
Speaker 2
Okay, and expiration month and year and security code. And the email for the receipt would be West Branch Out at Hotmail. that.com, correct? Okay. let me just process this one, just a moment.
09:00
Speaker 2
All right. And let me just send you the receipt. All right. So I already sent you the receipt. You can double-check. Then we can go ahead with the troubleshooting. Have you received it yet?
10:00
Speaker 1
It's not in the joke folder. It's not in the Focus tab. Nope, I don't see it. [silence] That's correct.
11:00
Speaker 2
Let me just verify again your email. We s for Sam t for Tango B R A n for Nancy c h l for Lima a for Alpha d for Delta at hotmail.com. correct. okay let me resend it again
11:00
Speaker 1
Uh, email, yep. There's nothing in the Junk folder either. And it's not in the Inbox. And it's not in the... Nope, it's not in the other folder either. [silence] Yeah, I think I'm just going to forget about it. Just cancel it out. [silence]
12:00
Speaker 2
(sighs, sniffles) okay have you tried to check your junk or spam folders okay. Maybe let's just give it a minute to receive then we will check again later after we do the double checking alright. Okay let me just try to to resend it again since we we have double checked your email.
12:00
Speaker 1
Nope, I still haven't gotten anything. Pardon? So there's there's there's nothing in my inbox. I'm looking at it as we speak. So, just let's just cancel out the order. Pardon? Cancel out the order and no payment. No. Just like Schmitt. Send it to who? I don't know. Yeah, okay, sorry. Since you already got my money, I guess I don't have any other choice, so okay, go ahead.
13:00
Speaker 2
send it one time. But rest assured that we already charge $15 only for the paid support so that we can go ahead with the troubleshooting. I can also can also give you transaction ID. Mhm. Since he cannot cancel it, but I'll be sending you a screenshot for your receipt here on my answer. Is that fine with you? If you really haven't received it. [laughter] All right. So um, let's just go ahead with the troubleshooting since we have some waiting time also for the reboot process.
14:00
Speaker 1
Well, it's downstairs. I have to go downstairs because I'm wondering if my internet's even working. Yeah, I got, uh, can I resend it on my, uh, screen on my computer? It says, now, how are we going to hook up to the internet if we do this? Hello? Yeah. Yeah.
15:00
Speaker 2
Um, no, we really need to do a hardware reset on the physical router. Um, can you, like, connect your computer directly to the modem? Yeah, we can also do that to check if your modem is working fine.
15:00
Speaker 1
I don't have a I don't have a modem. It comes straight from the uh the internet service provider. Um I I haven't I It's green. Greenish blue. It's always that color. No it's not red. I didn't reset it. Um I'm hesitant to reset it because I won't have any internet if it doesn't work out. Okay. I got to hold the reset button. Yep.
16:00
Speaker 2
or if there's no problem on it. Okay. And right now, what is the light of the Ohum? Is it solid or? Okay. Okay. Okay. Yeah. So we will reset and then set it up again. So just, yeah, the red one. Press and hold it for 15 seconds or until the light will turn off, then release.
16:00
Speaker 1
There is a blue buttonyda red button. Okay the red light's on. Now it went out. Okay. Now it's blue. Flicking blue.
17:00
Speaker 2
The red one. Okay, you can let go now. Is the light went out? Alright, so, let's- [silence]
17:00
Speaker 1
[silence] it's still blinking. it's still blinking.
18:00
Speaker 2
Let me know if it will turn to solid purple or hot pink.
18:00
Speaker 1
okay nope it's still blinking now it's now it's a kind of a purple how many times [silence]
19:00
Speaker 2
okay that's good so you go to your um you press the reset button again but this time you press it five times like one press every second like press release press release like that five times
19:00
Speaker 1
Just a second, I got to get something I can press it with. Okay, here we go. 1, 2, 3, 4, 5. The light was flashing red and now it's back to purple. no. It's solid purple. Five times. Okay, 1, 2, 3, 4, 5.
20:00
Speaker 1
And I have a purple light again. Now it's blinking. Now it's turned up. It's good I'm green and it's blinking. OK. OK. OK. OK.
21:00
Speaker 2
Is it blinking now? okay, good. So let's just wait for it to turn solid blue. Then we will check if the internet will work. So, we're waiting for that. I'll be sending you the receipt on your email, a PDF file of your receipt, so that you can check it later once you have the internet.
21:00
Speaker 1
Solid blue sólid blue now if I if I want to sign back older onto it do I use the recovery number that's on the bottom of the router
22:00
Speaker 2
Okay, just give it another minute. Let me know if it will change or not to make sure. Yeah, you will use that one every time you
22:00
Speaker 1
Yeah, it's still solid blue, yeah. [silence] Linksys Setup E76. That's my, that's the one there. So, I need to tap on that. And, and yeah. Okay, that was six, seven, four, seven, three. Okay, let's see six, seven, four,
23:00
Speaker 2
Set the login or the local admin password. is it still solid blue? Okay, that's good. um, on your computer or on your phone, kindly connect to your Wi-Fi and look for the network name links it. yes, that one. Yep, and if it will ask for a password, the password is at the bottom of your router. Mm-hmm, okay, um, not the recovery key. The password, the n the password, the network do not input the recovery key. I think you're trying to input the recovery key. The other one, the network password or security key.
23:00
Speaker 1
Oh, it's a long number. Oh God. That's a hard number to get. Yeah, okay, just a second. I will, all right, I'll get it here. It's it's kind of hard to, kind of hard to see. Just a second. [silence]
25:00
Speaker 2
you can take a screenshot or take a picture for that okay you can take a picture to zoom it out sure
25:00
Speaker 1
Okay, it says, connect incorrect password. Yeah, all right, hold on a second. I gotta get a flashlight. Those numbers are so small, they're hard to read. Let's D, three, four. I thought I'm sure I put it in right. Let me try it again. Okay. I got it. S. T. X. V- oh, I know what I did wrong. J- 6G 1 2 s. That should do it. Okay. It says Link 6 set up connected.
26:00
Speaker 2
Connected. Okay, good. Try to check your internet first if you can Google something or if you can check your emails, just to make sure if the internet is working. You can do it on your phone since your phone is connected to the network.
27:00
Speaker 1
Yeah, seems to be up. Yeah, I got the I got the I got the radar on there for my locale. So it seems to be up and working. second. I got that cable straightened out. alright. Open the Linksys sis app. Okay, it's open. let's just agree. Please wait. Connect the router to your modem or source. It says it's connected. Yeah, plug additional nodes into
28:00
Speaker 2
Okay. Okay. That's good. So, um, kindly open your links as app. And Okay.
28:00
Speaker 1
the power routers and keep them close for this step, okay. Make sure everything has finished starting. No, lights are solid. Checking for internet. This could take a few minutes. This could take a minute. It says, use your name, Wi-Fi settings. Yeah, that's me. [silence] It asks me for a login email address and password. Uh, use it for, okay. Skip. For now, okay, router password.
29:00
Speaker 2
Well, yes. So, if it will ask for a name and password, you change the name and the password if you want. Um, just skip that part. Skip for now, if you can see that option. Uh.
29:00
Speaker 1
That is, Okay. I got it upstairs. Can I go up there and get it? We're done downstairs. Yeah, I got it. I had a password already developed for it, so I want to use that one again, if I can. Can't reach this. I'm probably going to have to sign on to my Wi-Fi upstairs, are they? Maybe not.
30:00
Speaker 2
So you need to create a router password. Yeah, you can. Yeah, just bring your phone. Okay. Right. Did you change the wi-fi name and wi-fi password?
30:00
Speaker 1
From what I had before? No, no, it's the same. Yeah, I didn't change any passwords. Well, I had it as mil 157 is what it was before. Uh-huh. With the same password, the password that I put in before. Yeah.
31:00
Speaker 2
yes. yes. it's still links is? okay. so do you want to change it or you just want it to leave it as it is? okay. um we can change that one later. just finish the just finish the router password steps first and then after that, we'll meet. uh for the router password that's a different one. it must be like eight to 10 characters with upper case and lower case, a number and special character. [silence]
31:00
Speaker 1
know, I had a password for the linksys app. I'm trying to say. But now. Just a second. I got to get it up on my uh linksys. Why five? I. Okay. Here's a second. Oh. It's kind of long.
32:00
Speaker 2
So you will use that password only on the Linksys app or if you wanted to visit the settings of the router. So that's for the settings only. Okay, I see. So if you have then, uh-huh. Okay.
32:00
Speaker 1
oh oh that's got a That ain't right.That's not right.I gotta start over, jeez.Just to let you know.That's what it's supposed to be.It says it says configure your Wi-Fi.Oh.Something went wrong.We couldn't transfer your Wi-Fi settings.[silence]
33:00
Speaker 2
Did it accept? Uh-huh. Okay, That's good.
34:00
Speaker 1
Enter then manually for device to reconnect automatically, or choose something new. Name your wifi. Pick... input what? It says, wifi name. Okay. And a password for my wifi. And that's it. Just... just search for the location next.
35:00
Speaker 2
Okay, so yeah, just input it manually. It just choose the option to input manually. So you input there your Wi-Fi name that you want, and the Wi-Fi password. Yes.
35:00
Speaker 1
[silence] Simple sign in. [silence] Please continue. incorrect password. I don't know where we got to go now. It says reset your node. Press and hold the reset button for 10 seconds. This will erase all settings. Okay. I just did. It says configuring your Wi-Fi. We've been there. Name your Wi-Fi. When I used to, when I used to, listen, I used to
36:00
Speaker 2
generally force close the app and then reopen it again. All right. So type in the Wi-Fi name.
37:00
Speaker 1
[KEEP_UNCERTAIN] [silence] my wife I and I had a name for it. Now, if I put that in, is that going to do it? Yeah. okay. And then it says, Wi-Fi password. It says, this could take a minute, up to a minute. [silence]
38:00
Speaker 2
Yes. So you'll just type in the manually. Yeah, the password for that one also.
38:00
Speaker 1
I'm sorry, I get frustrated when things don't go right. Do you do that? Yeah, yeah. It says that I disconnected it on my desktop and it says it's connected.
39:00
Speaker 2
That's alright, sir. Yeah, sometimes I get frustrated too.
39:00
Speaker 1
next looks like you're not connected to your new Wi-Fi. Please follow the steps above. connect i don't on my phone. Oh, I see I see what you mean. Yeah. Okay, so I got to go to my phone and connect it. Oh, okay. Wi-Fi. got ya. so it's connected.
40:00
Speaker 2
Okay, that's good. Okay. So, you need connect your phone to your Wi-Fi network, the one that you created. Yeah. yes. yes. Yes. And then, after that, you can go back to the app once connected. [silence]
40:00
Speaker 1
Speaker 1, got the next and from your account, remove old router system. When I said I'll do that later. Help us help you automatically set all reports to if will use any information. Say next.
41:00
Speaker 2
Okay, that's good. So you can, yeah, go back to BF. Mm-hmm. Yes. proceed um you can do it later just choose that option yep
41:00
Speaker 1
Okay. [silence] Let's go to Dashboard. [silence] I'm there. [silence] It's going there. [silence] Get in router settings. [silence] uh huh. [silence] I got the dashboard. [silence] says there's four devices. [silence] I had 15 before, so I'll have to hook up a bunch of stuff. [silence] Okay, all right. [silence] Let me look. [silence] Nothing there.
42:00
Speaker 2
Mm-hmm. All right. That's good. You just have to wait for them to reconnect, but if not, you need to reconnect them again. So, yeah, they're still processing. So, you haven't received my first email.
42:00
Speaker 1
my TV's not working either. I'll have to sign onto that, probably. I don't think I'm ready to go there, Harry. But, my the network? Probably. That's my guess. Yeah, yeah. Well, I'll do that later. I I don't think I'll do that right now, so. just go to setting to do that. Well, I guess I can just try the internet. Are we done? Okay. All right. Thank you for your help. [silence] Okay.
43:00
Speaker 2
okay let me just send you this file instead okay um yeah you can try uh disconnect your TV okay yep so just try to observe your uh connection first then um you can feel free to call us back if the internet will still drop or it will still have a slow internet connection after the process you know you're welcome sir so I'll just uh send you the email for your receipt right away after this call okay solution
43:00
Speaker 1
Okay. Goodbye. Okay, bye now.
44:00
Speaker 2
All right. Thank you for calling Linx. Have a good one. Bye.
44:00