Speaker 1
Hi this is Freda O'Pannheim, and my linksys isn't working uh my router that I have. Um according to what I talked to somebody at your place last night. They
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. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available, [silence] depending on. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, [silence] paid support option may be available depending on the issue. [silence] Hi, thank you for calling LinkSys. [silence] This is Regina, I'll be helping you today.
00:00
Speaker 1
had me reset it and after I reset it uh it knocked out my internet and I just called them they got it back but they said that now I have to sign in to my router and I don't know how to do that. traps. traps. it's traps. Yes. Well, can you can you guide me through how to re-sin in?
01:00
Speaker 2
Okay, now let me just confirm if I'm talking with Reda, open here. Your email address, ma'am, is FRO1219@gmail.com. Okay, and you're calling regarding with the same issue, this case was already escalated with a Level II technician and what I can do to assist you better, Ma'am, Frida, is to ping them and to do an update that you'll call his back to continue the troubleshooting. [silence]
01:00
Speaker 1
I need to do what my internet provider said, I need, this real. They said I need to set up my links this again because the woman last night had me reset it back to factory. So she said so now my internet provider is saying that I need to re sign in or re set up my links. Yes, it's a it's a like a pinkish purple. Yes, it's a it's a yellow. And I did that last night and it's so that's my internet.
02:00
Speaker 2
what you mean for resign in what.what is the light indicator of your Linksys router? The light the light color on top. Yes. It is solid purple. Okay. Can you please press release the reset button five times within five seconds. [silence]
02:00
Speaker 1
Hold on. Okay. So don't hold it, just push it five times. Okay. Nothing's happening. Are you there? I did. Bye. Do it again. I did. Bye.
03:00
Speaker 2
Yeah, [silence] press release, press release, press release, press release, press release. Make sure to, [silence] properly press release the reset button, five times within five seconds. You can actually do it again. So press release, press release, press release, press release.
03:00
Speaker 1
I did. Nothing's happening. Nothing's happening. What's supposed to happen when I do this? It's not blinking. Okay. Okay. Wait.
04:00
Speaker 2
breath. It will start blinking, which means it's setting up. Can we please do it together? Are you ready? Press, release, one. Press, release, two. I'll just try to do it again without any [silence]
04:00
Speaker 1
now now it's blink and then okay so now it blinked just a bit and then it went back to the purple hold on hold on you're gonna do it again? ma'am you're not waiting for me I have to stand up to do this and it's hard. okay so I'm at the device press release one press release two press release three press release four okay now it's blinking
05:00
Speaker 2
because we're also okay press release one press release like that press release one go ahead continue okay press
05:00
Speaker 1
Okay, now it's the blue light at the top. Okay. So connect your here, but let me look at my computer. [silence]
06:00
Speaker 2
And again, and check if you can access the Internet. Okay. Can you please download A Link's's app? Or are you currently using your computer?
06:00
Speaker 1
I already have the setup. links and that. there. yeah my computer is working okay browser's open 1 one wait 168.11 admin okay let's go admin after it that's supposed to be admin after it okay okay got it
08:00
Speaker 2
Yeah, computer. [silence] Okay, yes, no, I don't, I [silence] the one that [silence] I just just connected to the network. [silence] Is your computer, right, okay well, using your computer, open a browser, go to Google. [silence] And then on the address bar, type 192.168.1.1. [silence] Now, do not type any word, just 192.168.1.1.
08:00
Speaker 1
So now I'm getting, it says Linksys. Why am I getting a warning when I try to access my router settings in a browser? Uh-huh. Plus continue. Your connection isn't private. You do advance. Okay. And then it says continue to the number, you gave me. Okay. Now it's wanting me to download the Linksys app for setup. So I have to go to Google play because I don't have Apple. Uh, let's, let's, let's,
09:00
Speaker 2
Click advance or continue. click advance yes. click continue two one nine two dot one 68 dot one dot one and save. OK. click the picture or the image of the two phone. No. No. Click the picture. you can see a picture of a two phone on the page.
09:00
Speaker 1
I'm sorry, I'm not understanding. What you want me to do? But I already have the links of that I told you on my phone. Yeah. It's not giving me a chance to click it. There's nothing to click. Okay, now it says access router.
10:00
Speaker 2
Click the first phone. Okay, in that page there's an information indicated. Keep your Wi-Fi handy. Download Linksys app. Then a picture of the two phone, which is Linksys app. There's a Linksys app. On that. Yes. On that particular page, okay. That's it. Click that one. Just click the first phone. So that you can route to the next page.
10:00
Speaker 1
Router password. I don't know what my password is. Would the router, ma'am, would the router password be the same as my Spectrum password for my internet? Okay, ma'am. You're going way too fast, honey. I can't understand you. I'm an elderly person and I am disabled. I need you to slow down, please. So right now I'm on. Hold on. Right now I am on reset admin password and it says enter recovery key. I don't have it.
11:00
Speaker 2
Okay. Since you reset your Linksys router to its default settings, use admin, all lower case ADM in, AD goes back? There's no connection between spectrum and a router password. Okay, use admin all lowercase ADM, admin word admin. [silence] Okay. Look for the recovery key label [silence] and the mac address should be on the router [silence] and in [silence] in the back. [silence] of the router. [silence] So you are connected to the router, correct? [silence] and your router [silence] function again? [silence]
11:00
Speaker 1
on the bottom on the bottom of what? I linked this router okay so I took a picture of it last night, so, hold on. Umm. So the password that's on this. Okay. And I think this is right. It's hard to read. I just, S-E-O-W-W-1-H. Okay, why is it doing this? It says it's a five digit key, but it's this is more than five digits. Do I just do the first five?
12:00
Speaker 2
on the bottom of the parent node or your main router main router Linksys router five the five numbers
12:00
Speaker 1
Oh recovery keys. Oh hold on. Hold on. Okay. You said password and it's the recovery key. 00872. Okay. Okay. Okay. Okay. Okay. Okay. Choose a password that is secure. Okay. So where it says admin password, that's where I choose the password I want? Which is what? [silence] It doesn't say. [silence] It does allow special character. [silence]
13:00
Speaker 2
Yes, but on creating a router password or admin password, you need to follow the requirements, 10 to 12 characters. So when you're going to start typing, the requirements or the rules will show, it includes 10 to 12 characters with an uppercase, lowercase, letters, number, numbers, a special character.
13:00
Speaker 1
your password can't have the same character twice in a row what does that mean I don't know what this is what's it do do next um I don't know what to do okay we'll do that okay let me just check out yes okay um reset
14:00
Speaker 2
Make its and include a special character. [silence] Make sure there's no similar numbers. Leagues. Thanks for watching. [silence] and with Breast of France, you'll be prioritise hedges, and they'll mow to your mharm. Yes.
14:00
Speaker 1
Save your password. What would the username be? Okay. All right. All right. Now, how do I change the wi-fi name? Yes. Where do I find that? Network stop. It looks it says connected.
15:00
Speaker 2
Okay. Okay, you can just use admin or your name. Are you currently on the linksis smart Wi fi tool? Okay. Check your network status. Is it connected? On the right side. Yes. Okay, that's good, which means the router is currently providing internet connection, and it is successfully set up. Okay. Done. Transcribe.
15:00
Speaker 1
good one I got it so the WiFi iPhone mean the WiFi name I'm gonna set this I'm line nice then and I can change my WiFi password too okay and apply changing WiFi settings will disconnect all devices from the router what does that mean simply reconnect the devices using
16:00
Speaker 2
Go to Wi Fi settings on the left side on the bottom you can see your router settings connectivity trouble shooting Wi Fi settings and then proceed to change your Wi Fi name and Wi Fi password. [silence]
16:00
Speaker 1
So, um, OK. Router not found. It says you're not connected to your router. OK, so we try. Check the, hold on.
17:00
Speaker 2
you are currently connected to your default router's wifi name which is sailed Velop, Setup. Okay. Since we are going to change the wifi name and wifi password Freda, you are going to disconnect. So, just apply the changes. Click apply. And then after that, we are going to reconnect to the wifi name and wifi password that you customize Okay. Check the light. No, do not retry. Check the light indicator of your router.
17:00
Speaker 1
[KEEP_UNCERTAIN] is blue. uh no way to get out of this situation. There's no exit or anything. It just says retry. That's it. Or details. Yes. uh oh. But now, it's not letting me. Uh, it doesn't have this box.
18:00
Speaker 2
OK. Go to the Wi, Wi, WiFI settings on your computer. Select your new WiFI name and enter your new WiFi password to connect. Go back to Wi-Fi settings. But when you change your WiFi name and WiFi password earlier, did you click apply? And then after you.
18:00
Speaker 1
And it says, it's got a one, two, and three, and a retry. Do what? I'm sorry. Oh, use a different app. Okay. So, let me go to my, my Linksys, right? Okay. My Linksys is up on my, on my phone. see it still got on my links this device, I mean, on my links is app on my phone, it's got my old internet spectrum set up 42 on there and the password.
19:00
Speaker 2
How about try to use use different device such as your phone use a dif different device you need also to delete and reinstall and reinstall the links is up it refresh that one Prida it was configured by your old
19:00
Speaker 1
Hold on a minute, I need to go back here. Hold on, hold on, I need to go back here because ... No, I'm not ... No, I'm not connected to the internet at all now.
20:00
Speaker 2
your wifi must exist on the network list accessible oh no sir T [silence]
20:00
Speaker 1
Okay, okay, now it's connected. But now again, I came back. Go ahead, what? No, it's not pulling up. Oh, there it is. Okay, all right. Yeah.
21:00
Speaker 2
And then check if you can browse and you can access the internet.
21:00
Speaker 1
It did, it did do it. But why does my, on my phone, the Linksys app is showing my old network name? Okay, let me do that. Okay, hold on. Let me do that first and then go back to Play Store. How do you spell Linksys? S Y S F. O. Okay.
22:00
Speaker 2
so what I mentioned earlier uninstall and reinstall the links app and then logged in using your router password L I N K S Y N K yeah [silence] Yes. [silence]
22:00
Speaker 1
Okay, logging. Login in is right here. word. It's just spinning. Is that normal when you're [silence] It's not, working? . . Aha! I wasn't, I wasn't logged into the internet, so I'm wondering if that maybe had a problem on the phone. I'm trying again. Yeah, I just did that, so now I'm logging in again. Incorrect password. Ah, let me try that again. It says incorrect password. How could it be an incorrect password? That's the one I just did, and I logged into the internet with it. [silence]
23:00
Speaker 2
If you and the links just up keep spinning yeah make sure your phone is connected to the Wi-Fi name and Wi-Fi password that you just created. Is that an iPhone? [silence]
25:00
Speaker 1
no to samsung would it not be the the password I just put it and to my like this right and I'm using the same password that I had with my internet it's it's not letting me log in why but I've but I'm logged in with the internet why I changed I changed the name of the Wi-Fi to my spectrum
26:00
Speaker 2
i don't know because you're the one who created your own Wi-Fi password Frida. Okay. And did you take screenshots or photos it might be you're connected to your Spectrum. What is the Wi-Fi name that you're connected with that has a check mark because it's what I mentioned for example in the settings there you'll see the Wi-Fi.
26:00
Speaker 1
Yes. I know. I changed the name of my router. I. I just made it my spectrum because that's what I you said change it to whatever I wanted. The router name. It's not the same it's not the same Wi-Fi name. I just put my spectrum. That's a different name than my Wi-Fi than my internet name. I just made it I named it my spectrum. I'm sorry, what?
27:00
Speaker 2
The router doesn't have any connection with the spectrum if you're going to change it. uh so you created the same Wi-Fi name, uh use the created same Wi-Fi name with your spectrum. but it it is not it is not recommended because we can't recognize which is your network if they have the same Wi-Fi name and Wi-Fi password. So what is your Wi-Fi name for your link? That works. Okay. again then is Spectrum to detecting on the network list or available networks. Is it showing
27:00
Speaker 1
yes, it showed and I connected to it, I am. [silence] I'm on my phone now, not my computer. [silence] I'm on my phone because I want to connect to Linksys on my phone. [silence] And I'm using the name and password that I put on the Linksys app when I did it on my computer. [silence] The one that I'm signing into. [silence] Yes, that's what I do. [silence] Which I did. [silence] No, because I know what it is. [silence]
28:00
Speaker 2
OK, select that one and enter your WiFi name and password that you customized on the Linksys Smart WiFi tools that I guided you to go to WiFi settings to change your WiFi name and password. And if you took a photo or screenshot for your reference, because it might be there.
28:00
Speaker 1
There's a what? No, I did it exactly the same. No, ma'am, I cannot. I told you I'm disabled in a wheelchair. I do not have the capacity to do that. It did because I'm able to connect to it on the internet. My internet is working. I'm able to connect. The matter is is that I'm trying to sign into my Lukas app, and it's not taking the router password that I just put in. It's saying, incorrect password. [silence]
29:00
Speaker 2
"PASTE on it, there's an uppercase, a lowercase PASTE." "[silence]" "Though you have a device that we can wire directly to the router to verify your Wi-Fi name and Wi-Fi password because it might be that the Wi-Fi password did not successfully change. Try to connect your computer to your router. So since you're connected, which means we successfully set up your router, so what's the matter? Okay, try to click reset.
29:00
Speaker 1
Yes, yes, yes, and that's what I put in. Oh, you what? Wait a minute, oh, wait a minute. It's, okay, let me, let me try this. I forgot we did this one. TEE-05. Okay, I think I got it. I think I I was using the wrong password, I'm sorry. There we go, okay. Yeah, okay.
30:00
Speaker 2
Okay, so when we try to log in, okay, router password is actually different from your Wi-Fi password. Can you still remember the router password that you customized, followed the rules or the requirements? That is your router password. Okay, so just try to click reset, create a new one, but use the same. Yeah, it's okay. Make sure to take note your router password and Wi-Fi password since they are different.
30:00
Speaker 1
All right. Okay. So I think I'm in now. Um, let me just check. let me see, come on. okay, yeah it looks like I'm okay for now. I just have to connect all my other devices. Pardon me? What is the what version? Uh, it says Linksys, 03178. Okay.
31:00
Speaker 2
okay and what is the for more version what is the firm more version firmware click okay there's one node connected click that node and then provide the firmware version on the links app okay click that Click the links this router and then you can see it's information the URL number model number
31:00
Speaker 1
It says, 1..1.7.210469. Yes. Yes. Yeah, I haven't gotten to my TV yet to try it out. Oh, hold on. You have no idea how difficult all this is.
32:00
Speaker 2
Okay, so it's 1.1.7.210469. Okay, and it shows up to date. Okay, so when I try to review your ticket, Frida, it shows that your main concern is you doesn't have internet connection on TV. Okay, kindly go to your television and then check if you can connect your TV to your link. It says, net work now. [silence] number and then the firmware version.
32:00
Speaker 1
No, I do not have. No, but. No, I'm living by myself. Hm. All right, hold on. Let me turn on my TV. That I think I need to go to settings. Yes. Network. Okay. Now, on. Hold on. Hold on. On my television, it's got the old network name. The Belop Setup BEA. It does not show the network name that I just entered for.
33:00
Speaker 2
are there someone who can assist you to connect your television?
33:00
Speaker 1
[DOWNWEIGHT] I did. I just turned it on. Let me turn it off again. let me turn it on. Uh oh. Turned off again. Turned off it on there. Uh there now it's on there. Okay, hold on. Ah, this is so hard. No, no, it's the one I just did the hold on. Let me sign in. Okay. Okay. Now. Oh, them, okay. So I, I put in my my second spectrum showed on my on my network. Oh, wait. Now it says connected. At first you said no intern, now it just connected. So let me and now it looks like it's reacting. I'm directions I'm asked. Can you move to the bedroom? Okay. Turn to my right. Oh, I'm just about to come back. Is it too
34:00
Speaker 2
So, let me just confirm, Frida, your Wi-Fi name for your linksys network name now as "My Spectrum". So, you changed your Wi-Fi name into My Spectrum. So, three words: MY S-P-E-C-T-R-U-M.
35:00
Speaker 1
Yeah, let me get out of here. Okay. My, my TV is now working. No, I don't think you need to. The only thing that I don't know how to do is my doorbell because I can't get to it. So. I don't I don't know how to get to my doorbell to change the internet on it. I guess I can do it on my app maybe let me see. But I don't know how to do it on here.
36:00
Speaker 2
Would you like me to continue escalating this one to the level two technician? Okay, but do you need Linksys support for your Bell cameras?
36:00
Speaker 1
I guess I have to call the oofie people to find out how to change the Internet on it, because I don't know how. okay, thank you, okay. Nope nope no no go go [silence]
37:00
Speaker 2
Okay, thank you for patiently waiting Frida. Are you still there? Okay, since we successfully
42:00
Speaker 1
Yeah. I'm going to call the I'm going to call the doorbell company. They'll be able to help me. Okay. Okay. Okay. Yeah, I will. Thank you so much. No, that'll be all. Thank you. Appreciate it. Right.
43:00
Speaker 2
Set up your links is router and connected your television successfully, so regarding with your Bell cameras, I do really apologize that we cannot assist you to work around and I understand because of your situation since you are on the wheelchair. So what I will going to recommend, maybe you have someone who can assist you on setting up your Bell cameras doorbell, okay? And let me, and feel free to call us back if you need any farther assistance with your links is router, but make sure to call your doorbell company first. So, you're welcome. So there is anything else that I can help you with? And by the way, yes, you're welcome. I will also going to state there that we will not going to continue to escalate this issue, which is your on your TV, no internet connection. So thank you so much for Have a great day. You're welcome bye.
43:00