Speaker 1
Bonjour de Montréal. Hi, Regina. I'm having trouble setting up my Linksys. Hello? [silence] Is your name, uh, Vic over there? Vic, uh?
00:00
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 one now. For out of warranty products, 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. Hi, thank you for calling Linksys. This is three G, how can I help you today?
00:00
Speaker 1
She hang up on me? I'm sorry, I didn't hear that one more time. What is my what? concern. Oh, my concern. My concerned. I can't connect it. Well, so, um, so can I describe to you what's happening? Okay. So there's a a modem, which is connected to a router. And I'm trying to connect the Linksys to the to the router and not to the modem. I can connect it to the modem, that works just fine. It then creates an internet connection, but when I plug it into the router, it then creates a local connection.
01:00
Speaker 2
So, what is your concern all about with your link this router? Your concern, yes. It doesn't have any internet connection? Yeah, sure. Proceed.
01:00
Speaker 1
Can't find anything so I need to somehow set it up with the router that I have for the house. This Linksys sits in another building somewhere else. That's exactly right. Yes. Oh, not in the second location just in the first location. Yes. Are you saying, so it was already set up a day ago and it was working and then we had a lightning storm. It was working exactly as I'm describing to you how I'd like to use it. We had a lightning storm.
02:00
Speaker 2
Okay, so you're planning to set up this router to a different location. Do you have a modem in that specific location, sir? Okay, so... So... So how are you going to connect your router? Because our routers, they're cannot stand alone. It is dependent to the modem who provides internet connection.
02:00
Speaker 1
And the modem and the router in the house were hit by lightning. And that that meant we had to replace the modem and the router in the house. And we're having difficulty connecting the Linksys again in the same configuration. Correct. Well, I have set it up to the new modem and that works just fine. What I need to do is for it to be I think it's called to bridge. I need to bridge it from the modem in the house or the router in the house to the Linksys that's in the other building.
03:00
Speaker 2
Okay, so upon verifying and checking our system, sir, the previous technician indicated that you have a new modem and you want to set up this router to your new modem. So on the other building, do you have a modem?
03:00
Speaker 1
No. No, I don't think you understand completely. I have already set it up before. It wasn't working two days ago, and then we had a lightning storm which blew out the modem and the router in the house. When those were newly configured, the Linksys could no longer speak to the router in the house, and so I'm trying to set it up again so that it does. It worked two days ago. Describe my set up topology. Set up topology. In building number one, in the house, there is a modem and a router, and that is our internet connection.
04:00
Speaker 2
I am not sure what type of router you have. Is it a router you bought or a router your internet service provider gave you?
04:00
Speaker 1
The Lynx is router is connected to the router in the house and it goes about a hundred and fifty feet to a second building. What is what? No, it is not. It's never been from Lynk. Compound compound is our internet service. Yes. I understand. Yes the light indicator is read right now.
05:00
Speaker 2
So, what is the brand of your main router? I. Is it from minksys? Is this your main router from minksys or not? So, it is from it's from your internet service provider. Okay. Currently, your length - your length - this router is connected to the main router, which is from Comprum. And what is the like indicator? And what have you done so far? Did you press and hold the reset
05:00
Speaker 1
It has been reset a number of times, but before, I mean, so basically we just want to reset it. But before we start, can can I ask you the I'm in the house. I brought the links this router down. So it's not it's no longer in the second building. It's in the first building. Do I connect the links this router via the ethernet cable directly to the router from corprium? Okay. So at the moment it looks like and what did you do here? This is not, this is hooked up to the to that or it's hooked up here. It's hooked up here.
06:00
Speaker 2
We're going to attempt to reset the router and not yet. the that you're wanting to setting up in search mode. right? Now, first let me walk you through the process of connecting your routers. Thank you. So make sure the e-zone cables plug into from the main router to the internet port of the Linksys device. So, grab an ethernet cable, plug the other end of the ethernet cable to one of the port of your Comporium router, to the yellow internet port of your linksys router. And what is the light indicator of the router still? Still is it red? Okay, kindly press and hold the reset button of the router for 10 to 15 seconds.
06:00
Speaker 1
Okay, the light is out now. And the light is blue now. Oh, keep all three. Okay. Okay, it's blinking blue right now.
08:00
Speaker 2
Okay, so it'll blink red, the light went off, and then it turns into solid blue. Okay release, and wait for the light to turn solid purple.
08:00
Speaker 2
It will take two to four minutes for this router to boot up. Yeah, but we can set up, or we can connect also your laptop by using its Wi-Fi name and Wi-Fi password. So that way we're going to verify if the Wi-Fi name is broadcasting with this router. Okay, so press release the reset button of this router five times within five seconds.
09:00
Speaker 1
Okay. It was blinking red. Now it's kind of white. The my main router, yep, that's all good because we can get that network. can you hand me my computer cord because I'm going to run out of battery power. Thanks. Where is it here? Um.
10:00
Speaker 2
Okay, let me know once it turns to solid blue. So you're currently on the first location, right? Which is your main router is set up.
10:00
Speaker 1
Okay, it's just turned blue. It's solid blue. Okay, okay, so it's it I see a preferred network. So I've clicked on its link is set up zero eight c. Okay. It says the Wi-Fi network links is set up could not be joined. Do you? Okay hang on. [silence]
11:00
Speaker 2
Shots. Okay, just in blue. Okay, kindly connect your computer to the Wi-Fi name and Wi-Fi password of this router from Linksys. Yes. Make sure to select your Wi-Fi name and enter the Wi-Fi password to connect.
11:00
Speaker 1
So, well, huh, when I click on it, it's not, it's just not asking me for a password. I'm sorry. What did you say? Oh, the, okay, hang on, well, the, sorry, in the meantime, the router's gone a solid red. Yeah, okay, so the, the Ethernet cable, the, the modem's not, it's, it's, it's
12:00
Speaker 2
Do not connect automatically, disabled, the option to connect automatically. Check your physical connection. [silence] However, if that's the case, which means the router from Linksys doesn't receive any connection from your main router. Where did you plug in the Ethernet cable?
12:00
Speaker 1
label is plugged in, so the, uh from the Comporium router, it's in the second position and on the back of the linksys router, it's in, the hub, it has, it's yellow, it says internet. well, okay. my main router only has two ports. I have no other options. So the main port is being used for an ethernet cable from the modem. have I,
13:00
Speaker 2
Yeah, that's it. [silence] I'd try to use a different port of your Comporium main router. [silence] How many ports do you have with your main router from Comporium? [silence] Do you have the option to power cycle that?
13:00
Speaker 1
On the main router, [silence] for a different ethernet cable, okay. . [silence] Okay, I plugged in a different ethernet cable. It's blinking blue at the moment. [silence] Okay. [silence] Oh, it's gone red.
14:00
Speaker 2
Yeah, or try to use a different ethernet cable for an isolation. Okay, observed it. Okay, and it's still solid red.
14:00
Speaker 1
It's still solid red. Okay. So, I'm going to take it out of the link. the router. Well, my computer all ready says that I have Wi-Fi um via the Bluetooth, but I should still do it. Okay. Okay. [silence]
15:00
Speaker 2
Okay, Kelly, wire, unplug the Linksys router or, and wired your computer directly to the Comporium router with the same port the same Ethernet cable and check if you can, yeah, access the internet, Yeah. Check the port. Might be there's an issue with the port of the main router from Comporium. So try to wired a computer, make sure your hotspot mobile data, internet or your Wi-Fi are turned off.
15:00
Speaker 1
[silence] Tell me if this hot spot is turned off. I need to turn everything off and make sure it's just going on the cable. I don't know what you mean a hot spot. Well, that's a hot spot. Is that on or off? It's available. Okay, it's just available. And how can I tell if my, oh, should I turn my Bluetooth off? Yeah. So Bluetooth's off. Yeah, okay. Um,
16:00
Speaker 2
and since your computer has a direct connection from your main router, Laura, so check if you can browse or you can access the internet.
16:00
Speaker 1
Okay, yup. I can, I can get YouTube. I am, I'm connected. I can get the, yup. Oh, no, go ahead, that's fine. Okay. Okay, I just hooked it up at the moment.
17:00
Speaker 2
And you can get or you can access the internet. Okay, try to. Go ahead. Try to unplug the computer and then connect the lynxis router to the comporium router.
17:00
Speaker 1
It's blue, solid blue, skipping, blue, red, solid red. Okay. And um, oops. And I should, okay. And should I be plugged, should my computer be plugged in to the Linksys via Ethernet or not? Okay. Okay. So when I on my laptop,
18:00
Speaker 2
Okay. Is your computer... Can we connect your computer to the wifi name and wifi password of the Linksys Linksys router? No need. No need. As long as the wifi name of the router is broadcasting, so you can connect with it.
18:00
Speaker 1
I can see Linksys setup and I can click on it and then the, the blue light comes up, but unlike I I understand like entering a password, but there's it doesn't come up that way when I click on the Linksys it. It just says it it doesn't ask for anything. It doesn't ask for a password. So I'm not sure where to put that in, how I would put it in. Huh okay. Yeah, I I guess it automatically connects. Yeah. Okay. is red. open. Ops. Okay.
19:00
Speaker 2
check if you automatically connect to the router. [silence] Yes. Okay.
19:00
Speaker 1
Okay, hang on a second. In, I'm in Safari, is that, okay, okay, hang on, let me, let me get Google, hang on. Okay, well, my, so, at the moment, my computer is offline because I'm not hooked to my main network. So, should I hook back up to my main network? Okay, so I, so on my laptop, I searched for Google.com and what comes up is Safari can't find the server because I'm no longer online on my computer.
20:00
Speaker 2
globoard try to this day google will just try to use google first no, we going to set up this router me also have to check its settings okay so let's just try to use Safari okay 192 168 1.1 on the address bar
20:00
Speaker 1
192.1 168.11. 1 68. 1.1. Okay. So what comes up is a picture with two phones. It says the download the link sees app for setup. Okay. Okay. Sign in, log in with your, okay, it does, it has a little Internet connection is down but that's okay. So um, router. [silence]
21:00
Speaker 2
0. 1, 1, 1, 92.168.1.1. Okay, click the picture of the two phone.
21:00
Speaker 1
Sorry. Password. OK. I'm into a page. It says network status no internet connection. Yeah, the network status is no internet connection. It says well, it's in three parts. It has a picture of my computer. There's a green arrow, a picture of the router, the red exclamation and then internet. OK. Troubleshooting, troubleshooting. OK.
22:00
Speaker 2
Okay, use admin Yes. what is your network status? Okay, go to troubleshooting. Troubleshooting on the right side.
22:00
Speaker 1
Devices, report, name. So my my MacBook Pro. Oh, quick, quick, quick, quick reports. I don't see anything that says quick report. Lick, I'm going to have to go back I think because I don't see that. So under, under router settings, it says troubleshooting. So I click on that, correct? [silence]
23:00
Speaker 2
And then, if you're currently on status, click report. Click report. Okay. Status below status, there's the devices and then report. Click the word report. Yes, and then status. Then, below the status option, you can see devices, then the, report. Word. Report. Click report. [silence] [silence]
23:00
Speaker 1
troubleshooting. I have nothing that says stat. Oh, yep. Status. It's okay. So that's open and I don't see, it says, refresh, open in browser, print, DHCP client table. Um, there's no quick. Can I see the what version? I don't know what that, I just don't know what that it is. Oh, shoot.
24:00
Speaker 2
How about the report? Are you under router information? Can you see the firmware version? Did you click the option troubleshooting connectivity on the right side? Router settings, connectivity, then troubleshooting.
24:00
Speaker 1
Okay. Right. Okay. So, underneath here, it says, so on the left-hand side, there's a list. Smart Wi-Fi, tools, device list, guest access, parental controls, priority, speed check, external storage. Under that, router settings, under that is connectivity, troubleshooting, Wi-Fi settings and security. Yes. Yes. Okay. Yup. router information. Firmware version is 1.1.7.2.
25:00
Speaker 2
yeah click double shooting and then on there status there is a two options below it devices slash report. Okay click report and Then provide the firmware version. um
25:00
Speaker 1
ohh uh you don't. Got it. Is automatic configuration DHCP? [ silence ] oh DV6.
26:00
Speaker 2
Again, then scroll down slowly. Look for your internet connection IPv4. What is your connection type? [silence] No, no, slow, slow up. Scroll down, scroll up. Look for the internet connection IPv4. What is your connection type? [silence]
26:00
Speaker 1
okay. Yeah, it says ports and then internet GDPF the X is in line I'm at the very, very bottom. right? There is. Yes. one one GdPS
27:00
Speaker 2
you should see a screen appear and scroll down to very bottom. Look for ports to the internet. No, the internet. Is there an X mark? in line with the internet? And it's located below one gigabit a second. So, how about to connect this router the Lynx's router directly to the modem? Laura, do you have the option to connect this router directly to the modem? Yeah.
27:00