Speaker 1
Welcome toceptors. [solved] [Silence]
00:00
Speaker 2
[silence] 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. While waiting you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is Abby how can I help you?
00:00
Speaker 1
5.5g and then the other one is 2.40, uh, 2.4. And, uh, just recently, I just talked to one of your representatives, but I told her that, uh, that I still cannot, uh, put my original, uh, password on my 5G, and she sent me the link, uh, 1-1 something, uh, 1.108-1-1, and then, uh, which we did that, I, I, I erase the original password from the machine and put it back in, and then, uh, he asked, asked me to, to do, yeah, it's 192.168.24.1,1.1, and when I did that, I thought everything is okay, but now since my Google Home, uh, Home is saying that he got kick out from the, from the Wi-Fi, and then when I tried to [silence] that's when it comes up. That's what happened. Now, the hard part, I'm in senior-tech, nothing working in[silence] Otherwise they tell me, why is that? [silence] If it's those bugs, you know, I'm a bug hunter. We caught it and then I have a lot, Imani Necht, I can't do anything, so now I'm crazy. To put the 5G in there, the password is not accepted. I don't know what's wrong with the what's going on. But this morning when I try to uh, Keeper my wife's uh, uh, iPad, I, I put the 5G and it accepted it, huh? I just get confused, the 5G and the 2.4, but pretty much mature the machine right now. It is just only accepting 2.4, not the 5G. I, I am, I have no really knowledge or very good understanding of something about any other electronics. Only basic maybe I can. How can you help me?
01:00
Speaker 2
fastforward okay yeah okay. all right. okay, sure. so. all right. so let me verify your concern, okay? so you're having trouble connecting to the 5 gigahertz network because it's not accepting the password. um some of your wireless devices are not connecting
02:00
Speaker 1
That's correct, yes. Which happened one at a time? One at a time? Uh-huh. Because one at a time, I get kicked out. I got kicked out. Just like my ring, I got kicked out and good thing I was able to put it back in. And now this morning my wife's iPad got kicked out and then I was able to put them in. Now I have my GoGo Dome Link and it just don't accept my 5G password. Even my phone. My phone, I cannot put the 5G on my phone. The only thing that I'm able to connect is when I scan the the QR Code, the original QR Code from the router, then it will able to connect to the 4g. uh the 5G.
03:00
Speaker 2
I just pulled up your record. This is Mason, right? And the email address, yeah, the email address is Mason at Yahoo. com. So you have an LN 1100 device, yes? So LN 1100, that's the model number of your linkseish device, right?
04:00
Speaker 1
Okay. You mean the the i Pad? Yes. Right now. Yes. Let me let me double check it. It's because it shows right now uh your link. Link to the link. To sign in. The 192.168.1.1. Yeah. Let me and let me check the why. Let me see the Wi-Fi or the or the yeah. The Wi-Fi that connect to that is. Link to the 2.4, not the 400. Do you want me to try the 400?
05:00
Speaker 2
Okay. All right. So, yeah, so there's a need for us to check on the Wi-Fi settings of your Linksys router. So, can we use your computer for the meantime, sir Mason? Yes, so we can probably use the iPad. Is it connected to your wireless network right now? Okay. .1.1 Okay, so it's asking you to
05:00
Speaker 1
Okay, for the i okay? okay? that's correct kids yes that's correct yes router or password yes okay now what what what I did is, what what I did is when he split the 2.4 and 5G
06:00
Speaker 2
It's okay. Uh we will try later on. We'll just have to verify the settings first. Okay so since you're connected to your network and you're already on one 92.68.1.1, right? So what options you see there? Is it just asking for a router password or is asking for a router password? All right. Um did you change did you happen to change the router password, sir? That's not the Wi-Fi password. Uh that's a different password, sir. Um we're actually referring to the router password for you to get in to the router settings. So did you happen to change that when you uh set up your Linksys device? No. Okay.
06:00
Speaker 1
the 2.4 I created my own password and then yesterday or the day before uh it's just because the 5G is not connecting so I called and we went back to this 192 168 this number and we went to the that that shows the 2.4 and the 5G and then I I uh changed the not exactly changed I erased the original password from the router and put it back in and then she had and then the next step ap something that she told me to choose that one and I thought everything is fine already maybe you can you can walk me through it and look at the see see am I I done doing it right or something okay [ ... ] Okay, so., okay, correct. Which one you want me?, so which one you want me to put in. The original password from the machine or the curate, my correct, my created password?,[silence]
07:00
Speaker 2
I usually recommend my customers for the Wi-Fi settings. You may actually set up different names for the two point four and the five gigahertz. So you can just put in your name and then just put two point four and then five at the end. Okay? So you would be able to tell which one's the two point four and which one's the five gigahertz. But for the Wi-Fi passwords for Mason, you can use the same Wi-Fi password for both bands, for the two point four and the five gigahertz. So you won't get confused with the passwords. So you may actually use the same Wi-Fi password for both. Okay? So right now, um, so it's asking for router password, right? Can we try the password that you have in there for the router password? Because if it doesn't work, do you have an option?
08:00
Speaker 1
On this, uh, on this, uh, yes. Yes. Okay. Okay. Okay. Alright. I did the reset. [silence] It's waiting right now. But I I prefer if I can put back the original password from the 5G if if possible. Okay. Okay. [silence]
09:00
Speaker 2
Let's try the, Okay, all right. If we're not actually sure of the password for the router password, do you have the option there to reset the password? Do you see reset password? From that screen. Okay, just reset the password there and put the recovery key. You would be able to see the recovery key underneath the router. It's underneath the router. It says recovery key. Yeah. Uh-huh. Okay. Yes. You can, it's actually your choice, sir. It's your choice. Uh, if you need to reset it somewhere. Yeah. Choice. Yeah. It's the - it's the one underneath the router. Yeah. The link is to router. [silence] Yes, that's the route there. Pa-
09:00
Speaker 1
so I go to that I okay okay it says admin password right I go to the admin password that's correct yeah which one I'm gonna choose admin password or password the password hint the password hint it says optional okay so I use I do that one I'm sorry
11:00
Speaker 2
password, sir. So you may create your um router password. That's a that's not the Wi-Fi password, okay? It's not the Wi-Fi password. It's a different password for you to log in to that page. Yes. For okay. Now just just create a new one, sir. uh both. You you need to create your own password. Just put that under admin password. And then you can also put the hint. Yes. Yes. It's actually optional that for hello.
11:00
Speaker 1
it is a this there's no it says admin password can I put the same password from the machine or no okay okay what about can I put the password from my 2.4 or different
12:00
Speaker 2
All right, it's actually right now, sir, it's asking you to put or create a new um router password, so you may create your own, password for that. Okay, just put that under admin password. You can use the default passwords provided or create your own, as it's asking you for password, right? So you need to create a new one, sir. Yes, just create a new password for that. So you would be able to proceed. So any password will do. Just create a new one there. [silence] Um, I think uh you'll get an error for that, so you you just, you need to create your your new password. Uh you can try, yes. It doesn't matter anyway. [silence]
12:00
Speaker 1
So, I can use, could putting too many passwords, I'm going to get confused in it. You know what I mean? if I can only use either, either the 2.4 or the regional machine so I won't get confused. Okay, so I'm just going to go, I just, Okay, so I'm going to put, okay. Okay, I, I put that one already. Do I still, do I have to put anything on the password hint? I don't need to, right?
13:00
Speaker 2
yes, I understand. Yes. Yeah. But that's a different password. You don't have to confuse yourself. That's a different password. That's the router password, not the Wi-Fi password. Should we more? Should we reset the Wi-Fi password? Uh, yeah, it's optional. So you can just
13:00
Speaker 1
Okay. Put reset, right? The option is reset. Okay. All right. Okay. All right. There's some choices. Network status, Wi-Fi, device list, priority. Go to the Wi-Fi setting, right? Okay. Yeah, I do. Okay. search waiting. Ok. Alright, so there's no more CA in the bottom. And then there's a, uh...
14:00
Speaker 2
[silence] um, uh receipt. Yes. Yes. uh huh. [silence] Okay. [silence] Yes, go to wi-fi setting. [silence] By the way, do you see there a down at the bottom right? Side privacy policy, just click on CA first. [silence] Click on CA. [silence] Okay.
14:00
Speaker 1
go to what? Okay. [silence] All right. So it shows the the 2.4, it shows my my Korean. And then the bottom is the password from the machine. Security mode, where I can see that there's nothing under security mode on the Wi-Fi password. Can I because I yeah, cuz cuz when I try to click the Wi-Fi Wi-Fi setting, it doesn't [silence] Oh, you have to do underscore/function oh/okay. And I have to enter e DID. [silence] and then you get to see the stores. then I enter the full. [silence] oh okay, that that's fine. but yet the rest of the Wi-Fi, I get no bars at all. oh, no bars no bars, that's fine. because [silence] did you check the store? Yeah, reacher servers. that's for the no bars. I was gonna say the routers servers, well, if it's full, then everything is connected and it's that full and it's that packed, and there's no space for it to connect to the network, because it's too full. yeah. Okay. but there was 4%. at the beginning. that's not a lot. but cuz my Wi-Fi is up here, on that 5th [silence] [silence]
15:00
Speaker 2
[silence] Yes. the Wi-Fi password. What about the security mode? What's the security mode there, sir? [silence] It's below the Wi-Fi password. [silence] Can you click on the... Can you click on the drop down list?
15:00
Speaker 1
Don't give me the full what you call that. The full picture. It just show the. Okay. Now the only the only I can see on the left side is a Smart Wi-Fi tools, device list, guest access, parental control, priority, speed check, router setting, connectivity, hosting, Wi-Fi settings, security. That is on the left side. And then on the right side, okay. Now, yes. Yes. Now I click that one now. I just click out. Now, it just show the Wi-Fi settings. The two
16:00
Speaker 2
Do you have the option show more? Just click on show more, so it will give you all the options. Do you see show more below? Okay, so you click the Wi-Fi settings on the left side, right? Is that what you click?
16:00
Speaker 1
OK. that is my creation. and then uh, and then it says uh, broadcast SSID. It says yes. And then channel auto. And the security mode, the security mode is WPA2 personal. Yes, and then uh, let let me let me tell you the the next of the security mode. The Wi-Fi mode it says mix. And then the channel width is auto. On that on that 2.4. It's okay. All right. OK, Now device.
17:00
Speaker 2
[silence] Yes, that should be enabled. And what is the security mode? What did it say under security mode? Okay, so it's WPA2 Personal, all right. What about on the five gigahertz? On the five gigahertz. [silence] Yes, it's okay. Yeah, we'll just leave it. Yes, we'll just leave it like that. We'll leave it as it is.
17:00
Speaker 1
Five, okay. The 5G, the password, I put it the same under the router, what it says. Broadcast, I said yes. And then channel, I said auto. And then the security mode is WPA2 personal. The Wi-Fi mode is mixed and the channel width is auto. That is the 5G. Yeah. The two point the 2.4 is my creation is different. Different password. But the 5G, I just. So the 5G
18:00
Speaker 2
Okay. So the, Wi-Fi password that you put there, is the, is it the same Wi-Fi password that you have on the 2.4 or that's a different password? So, the Uhm. You can actually set up. You can, you can actually set up this. [silence]
18:00
Speaker 1
say it again again again again again okay okay okay okay no because right now that the recent
20:00
Speaker 2
The 2.4 band, okay, um, the reason why you're able to connect to that because, uh, the 2.4 band covers a longer range. Okay. So, you would be able to connect to that if you're far, too far from the router, or you're far from the router. But with a 5 gigahertz band, um, that will give you faster speed. Okay. It will give you more bandwidth. It will give you faster speed. Okay. Compared to the 2.4. But, you can only connect to the 5 gigahertz if you're near to the router. It only has a shorter range. That could be the reason why you're having trouble connecting to the 5 gigahertz. You need to consider the distance. Maybe you're too far from the router. That's the reason why you're not connecting to the 5 gigahertz network.
20:00
Speaker 1
That's why the reason I called right now is because I had my Google Home by Google Home that that I can I can talk and then that he answer it. Let I I can let you listened to hey Google. I can't find the Wi-Fi network. You might wanna check the modem or router connections. Yes. I'm right next to it. My Google Home speaker. And then, yes. Yes. Yeah I I have I have the app from my from my own phone, okay? And then when it comes down to Wi-Fi, there's an option up the 5g and the 2.4. Both of them cannot I I cannot connect them. Because because he says that I cannot I cannot find the uh find the Wi-Fi that so we should I call how come I cannot I cannot connect them even uh I tried the 2.4 it didn't it kicked me out and then and then for the 5G it says unable to connect. That's correct that's the only thing that I think I need to get set up because most of the most of most of whatever using Wi-Fi I already set them all up my ring all the ipad my my laptop my uh my printer everything yes yes [silence]
21:00
Speaker 2
Yeah, cuz... yeah... Mhm. Mhm. Okay. All right. So, that is the error message that you're getting from your, um, Google Home, right? It says unable to connect. Now, when... yes. Yes. Yeah. Okay, so you're trying to say, Sir, that, um... some... I mean, most of your devices are able to connect to the network. It's just the Google Home, which is having trouble connecting. Okay. Well, have you tried checking it with the Google Home people? With the manufacturer?
22:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. What what I did is when I connect when I connect the the Wi-Fi to my to my Google link and this is what it says at the very end. Please connect to the Lynx 00140. You are currently not on the feel. [silence]
23:00
Speaker 2
You say, that you tried connecting to the 2.4. we've uh we've even adjusted the settings on your Wi-Fi. sir. uh I believe you've already you've already tried that with with with uh previous technicians and your google home is still not connecting. So, have you tried checking this one with the manufacturer? Because I I don't think it's also a router issue with the linksys because uh most of your wireless devices are able to connect unless all of it are really having issues connecting but only single device right now cannot connect. Yes.
23:00
Speaker 1
You are currently not on the same Wi-Fi network as your device. Please connect to the appropriate Wi-Fi network to resume setup. So what does that mean?
24:00
Speaker 2
But your device is, your device is all already connected to the Linksys network, right? And it's, it's saying that you're not connected to your own Wi-Fi. Is that what it says? Mm. Yeah. Yes. That's the thing. Yes, sir. That is the thing. That is the thing, sir, okay? We also cannot answer that why it's actually giving you that error message because we're not technically trained for your Google home, okay? We don't want to, [silence]
24:00
Speaker 1
so it's not it's not your card having the problem okay maybe
25:00
Speaker 2
you have that checked with a Google home people sir. You need to verify it with them is um your your device your wireless device is showing that it's connected to your network, but why is it um giving you why is it uh telling you that it's not connected to your own network? So, yeah, it seems that yes sir, yes sir, it's not link, it's because because most of your devices are able to connect with no issue. It's just your Google home. Your wireless printer is working, your iPad is working, it's able to connect. Your computer is even connected. So, yeah, we're just telling you that um I I don't see any problem with the link here.
25:00
Speaker 1
Maybe I unplug in and plug it back in, cross my finger, and then if it's not gonna work, then I'm gonna give them a call. Well, okay. Okay. Yeah, because this this this uh, Google Home, is a gift of 15 years ago, which is, you know, accessible. Sometime I just wanna ask some question. What's the weather today? Yeah. M yeah. Oh yes, oh yes. It's just it's just, yeah, it it it worked it's been working. And then all the sudden I was watching TV, and then all the sudden uh, the Google said, "Oh, I... you are out out on the on the connection. Check your Wi-Fi." That's what it said. And then when it says check your...
26:00
Speaker 2
Yeah, sure, no problem. You may try doing that. Just doing power cycle, like turning it back off and turning it back on will also resolve the issue. What's it working before? Were you able to connect? Was it working before, sir? Were you able to connect to your LinkedIn course? Oh. Yeah. Yeah. So, probably there's a need for... for you to reset it, something the reset resets a setting or maybe there's a need for us for them to do an update because sometimes they're with devices like this, there's the need for them to update it. Especially the software or something. So yeah. Well, I think as I mentioned, they need to add or set up the
26:00
Speaker 1
Okay. Yes. Okay, I'm gonna try them again and see how, how, you know, work. But thank you for your time and thank you for all the you know, all the technique and tip that you tell me. So. Okay. Okay. Uh, so, so, so the, the web site that you gave me, now it says "Router is not found." You are not connected to your router. The one that you gave me a 192.168. I'm confused now.
28:00
Speaker 2
[silence] the again. So it's like [silence] they need to. Yeah, [silence] reconfigure it is right now it's having some issues. [silence] Okay. Yeah, [silence] not a problem, turveas. [silence] Well, for more information you may always visit our site support.links.com. And [silence] if ever you need to call us back, just give us your phone number. So we could [stutter] we could pull up your record, okay? [silence] All right. [silence] Okay, [silence] yes, sir. Because the you turn off Did you turn off the router?
28:00
Speaker 1
No. I didn't. Oh yes. Oh my God. I did I I think I unplugged the wrong one. Oh yes. I unplugged the wrong one. All right. Everything's going to come back on again. Right? Okay. So when I when I see that if the router come back on, I just going to say retry. And then what else you want me to do on that on this uh on this Wi-Fi setting? Not to do anything anymore. Right? Do I do I still have to put the put the apply? Okay. Okay. But I can transcribe this audio from the left channel.' [silence] I can go to uh, to this, to this uh, to this network. Okay. Alright. Thank you so much for your help. It started, it's still getting some signal from the, from the router and hopefully when they come back on. Okay, thank you so much also and if there's any problem again, I'll call you back. Okay. Okay. Okay. You're welcome. Thank you. You too. Thank you. Bye bye. Yeah, ma'am.
29:00
Speaker 2
Yeah, you can always go back there. Yes. Not a problem. Okay. Well, I thank you so much for your time. Yeah. Thank you. Thank you, sir, for talking to him. Sure, not a problem. We're open up until 11 p.m. Yes, thank you, again. You have a great night. Take care. Bye-bye. Uh, hello, sir Mason. Sorry, sir. Uh, we're not allowed to release the call here, so we're just waiting for you to hang up.
30:00