Speaker 1
Hello? hello? uh hi ah yes my call is disconnected uh before uh my phone is uh switched off I put on then I am on now I also received voicemails uh she she gave me a ticket number it's regarding uh we have a new wi-fi that's connected to my phone but not connected to my TV that's why I'm calling you need my ticket number?
00:00
Speaker 2
Thank you for calling Syscup. My name's Jared McLaughlin. I don't know if I got it right here. So,
00:00
Speaker 1
Yes, yes, yes. Yes, television is not connected to network that's why I am calling not connected to uh uh uh My Wi-Fi is not connected to my television Wi-Fi connected to phone but not television that's why I am calling.
01:00
Speaker 2
suit name root daily or yes I'm sorry to pronounce that but yet I so and base on a documentation your problem is that your television cannot connect to the wi-fi but other devices are working fine all right let me confirm again just the television is the only problem here right [silence] all right do you have the model number of your
01:00
Speaker 1
Yeah, it's a Toshi bar. Uh, you don't need uh Wi-Fi. You just need to find the details. Or you need to TV details. Okay. I will find. Just one second. The model number. I okay. Okay. 32hell. Oh yeah, 32 A. B. A. V. Yeah.
02:00
Speaker 1
Oh no. And we have a new firewall in the community fiber.
03:00
Speaker 2
do you know so okay okay I'm not really but it here's what we're going to do for Linus devices, I can definitely help you with that. I can 100% help you with your Linus devices. No. I got it but the problem is that when it comes to television your other devices are working fine, but the television cannot connect to the Wi-Fi. If we navigate the settings of the router, I can try to help with that. However, that's out of my scope but I will do my best to help you.
04:00
Speaker 1
Okay, but it before this, we have Virgin Media Wi-fi. And that's connected with
05:00
Speaker 2
It's just that we don't support third-party devices. I mean, we're not trained with third-party devices. That's the right word for that. So navigating the settings of this device, we don't know especially the model number you're provided to me. I can't seem to find anything based on that model number. Yeah, we'll figure out. Uh maybe the problem since we don't know, uh maybe the problem is it's not compatible to the wi-fi. Based on the the ticket, you have the SBA N60, which is kind of a high-end router. That may be the reason why your television can't connect to the wi-fi because your television only support 2.4. Then again, I'm not sure. No, I don't know the specs of that. You have a computer that we can use?
05:00
Speaker 1
With the dis TV that's OK. With the media we have a conect contract finished and now that's going to a very expensive 60 pound per month. That's why we choose this one. This is cheaper but this is not working on my TV. That's the problem. [silence]
06:00
Speaker 2
That's actually the reason why I'm asking for the specs of the television. Because the router doesn't have a problem. Um I need I need to know the specs of the television to see if that is compatible to your new router. That way we can isolate the problem and we can do the troubleshooting without um blindly doing the other thing so we don't know yet. So, how about we get a you get a computer, we'll do troubleshooting. So, we'll figure out what to do with this.
06:00
Speaker 1
I have iPhone. I have iPhone but not computer at the moment. She will guide me I'm I have talked with her 15 minute I think. Then she will guide me. I think she she asked me you have iPhone? I said yes, and then my call is cut. You can help me with iPhone to connect TV. Okay. No, bita. I need to go. Yes, um, OK. um brown. Yeah, file. I can't where I can see that on browser. I can't find. Yes, we have Google.
07:00
Speaker 2
[silence] [silence] Is your phone connected to the set of Wi-Fi? open Safari Browser. O I know open your Safari Browser. your browser. So are you using iPhone, right? [silence] [silence] uh uh what browser do you have there? What browser? So a browser is. um are you familiar with Google Chrome? [silence] [silence]
08:00
Speaker 1
I can. No, I can, like, just a moment. I can download from the app store. Just one second. Google Chrome.
09:00
Speaker 2
Not the shortcut, not the Google, but we need the Chrome, so Google Chrome. If you have that, open it. Yeah, you can download it too. Yeah, the Chrome. Hmm.
09:00
Speaker 1
choose Chrome by default. bring your data from Spotify okay Google Chrome is open. what I need to search? my root.
10:00
Speaker 2
Okay, go to my router dot info. You type that into the URL bar or the very top search bar of your Google Chrome. My router dot local.
10:00
Speaker 1
Just one second, router. Just one second. I'm my router TEN then I can't I can't understand what are you saying? What router? Then my router. Yes. Yeah, be back Okay Can I ask something? MyOliver homepage info Yeah, it Did you say something? Yeah Sure, my Oliver My homepage info like Oliver info okay Okay Then
11:00
Speaker 2
F as in France, O as in orange.
12:00
Speaker 2
second please. [silence] So that is correct, except that there's no dot in the middle between the my router dot info. There has to be a dot in between that. Without it, it's not gonna work. [silence] Again, you got it right. It's just that there's no I'll read it back to you. I mean, I'll read it to you and erase everything there. I'm gonna read it to you. So erase everything. [silence] You let me know. [silence] Okay, it's erased. [silence] Okay, now. [silence] M.
13:00
Speaker 1
I. your connection is not private. [silence] go back. [silence] there is your connection is not private. [silence] go back to Safari or advanced. [silence] advance. [silence] Okay. [silence] Okay. [silence] This server could not prove that it's secure. [silence] Its secure certificate is not trusted by Chrome. [silence] This may be caused by a missed miscommunication, [silence] server clock error, or network attack. [silence] [whistle]
15:00
Speaker 2
info press enter click Advance or Continue do you have the button that says Continue? OK advance well
15:00
Speaker 1
Organization or an attacker intercepting your connection. Back to Safari or hide advanced. I think I should. Yeah, I go back. It's not open on Chrome. I should it will be open on Safari. I think I have Safari. On Safari it can open. We can use Safari. [silence]
16:00
Speaker 2
Look for show details or, oh no, continue to my router that info on site, can you see that there? No, do not go back. Otherwise, we're going to repeat the same process. We cannot proceed if you if you go back.
16:00
Speaker 1
hello. okay yeah there is there is like uh this is not private that's why go to Safari there is I can See that's why
17:00
Speaker 2
We... we can use Safari, like I said, you can use Safari or your Google Chrome, which ever you prefer, that will do, we got the right page, we just need to proceed. How about you go back there, and type it again? No, even if you go to Google Chrome, you will get the same message because the site that we're going to access, it's not actually a site, it is a settings, a web settings, it's not registered as a website. That's why you got a browser security, it's telling you it's not secure because it's not registered.
17:00
Speaker 1
Okay. Okay. [silence] Okay, I will - uh, my root - myroot.info. What'd you say? Uh, myroot.info, but after that is... [silence] Okay. [silence] yeah, the, the - the ultimate home Wi-Fi and myroot.info, which I should use.
18:00
Speaker 2
It is a website. I'm not trying to access a website. So, let's go back and do it again. After that, just press Enter. You got the right words for the page. You just press Enter. It doesn't sound right. It doesn't sound right. How did you do it before? Where did you type that? [silence]
18:00
Speaker 1
[silence] So [silence] Now I am now I am using Google Chrome. [silence] do say do Google Chrome is same problem [silence] and when I put that one [silence] okay when I put [silence] when I put that one then I can see the ultimate home Wi-Fi [silence] next my router.inf which I should choose [silence] and the next one is find your router IP address using links there's lots of options.
19:00
Speaker 2
It is it the URL bar yes bar how you using Google Chrome or Safari browser? I'm getting confused now. What what browser are you using? Okay so okay. Okay. Well we'll we'll try again. Okay. You are using Google Chrome right? I'm just checking. Correct.
19:00
Speaker 1
Yeah. my www. router. info. then I can say my first off my router. info. One, your current device is not connected to your router network. second your VPN, which I should choose next? [silence]
20:00
Speaker 2
um type in my router dot info to the URL bar of your Google Chrome you don't need to choose because it should prompt you directly to the page that we're trying to access but that it seems like you are ready to assume
20:00
Speaker 1
Yeah. Okay. I'll think that's working. Okay on party I how my D P R dot in fo. Um okay then to connect your Wi-Fi and open a web browser to router IP address. It's the same like on that so first my
21:00
Speaker 2
Search result, which, that is not what we want. Uh, we'll try again. How about you go back to your Safari browser? I, I think that that will work there. Uh, how about you go back to Safari browser? We'll try again. Maybe it will work there. I think it's gonna work. Was able to work. What's that? Hmm.
21:00
Speaker 1
router information. I should choose that one. First one. No, it's the right. you can't understand. Your current device is not connected to your router's network. What should be next? I can wait. I can wait. No problem, no problem,
22:00
Speaker 2
No, it's not right. Hold on, let me think of a way on how we can do this, okay? Give me a minute or two. Yes. Just stay on the line. I'm just gonna think of how we can get through with this, okay? Appreciate it. Alright, bye.
22:00
Speaker 1
اشترك الآن في القناة موقعchannel.com، موقع النغمة الأصلية فيانكفчное. اشترك yes no pro sorry yes it's open just one second wait please it's quoting on the influence it's on the app it's on the app it's on the app it's on the app
25:00
Speaker 2
Hello. Thank you so much for patiently waiting on the line. Um, you still have the browser open? The Firefox browser, you still have that open? Sure.
26:00
Speaker 1
Say, when you finish that. Just one second. I have Safari and Google Chrome. I should go to Google Chrome again. I will go from ahead. Okay, I will open Safari. My router arrow join. This is for router. Info, then no result. Oh no, I will, on Safari, it's no result. I will Google Chrome try. Just. which page I have opened that's showing to me. Okay. Look I my router. I have just tap that one on google chrome myrouter.info. next one. Yes, uh, on Google Chrome, I have uh tapped. [silence] my router.info, then enter. Search like that. Okay. And then, there is your My router info. I should choose that one or I should, next one is to access your router settings, connect to your WiFi, and open a web browser to your router, I'm guess. Okay, you're doing something good.
27:00
Speaker 2
No, that's not right. Okay. You just got it a few minutes ago. It's a one ... you ... you got a message, connection not private. Go back to your safety or something. That's the page we're trying to access. That's why I told you, do not go back, otherwise you might not be able to get in.
30:00
Speaker 1
OK, a please again can you tell me from starting I can start from morning just a day I pulled our phone call Wi-Fi it's I have a headache I'm very confused also two days from morning I'm doing this very confused you you said me to uh tap their my router.Info
31:00
Speaker 2
I am not doing something, we cannot do anything without going into the settings. close close all the browses that are open right now. all right you got them close okay open your Safari browser uh hum so this time we're not going to try my router.info we're going to use the IP address of the router hopefully this will work now we'll try to log in now I'm going to give you a number just type these number in to the web address bar the you bottom search bar for your Safari browser that's the your URL bar
31:00
Speaker 1
Okay, Okay, yes, Yes, I'm ready to search. Yeah, I'm ready. okay, 11921681 one, sorry. that data no, I have. Okay, okay, just one second. One to nine point. One to nine points from starting book. point.
33:00
Speaker 2
You ready? I'm going to give you the number. Whenever you're ready. Okay, that is Right, that is 192.168.1.1 enter. Yeah, but did not forget the dot. There should be a dot. So the 192.168.1.1, there should be dots. Okay. Yeah, in other words, 192.168.1.1. No, sorry. Let's go back, erase everything. No, start over. Okay.
33:00
Speaker 1
Yeah. yeah, Okay. 1.1. 1. 1.2.1. 6. eight. 1.1. 1.9. two point 1.6.8. point 1.1. Yeah. Like search. It's not working. No. No result. there
34:00
Speaker 2
You ready? 192 168 1. 1. Correct. Enter. Oh Search? huh? Search? I mean, yeah, yeah, you can try. You can try. So what do you see? What what what happened? We're gonna try one more.
34:00
Speaker 1
Oh, the Safari or Chrome.
35:00
Speaker 2
More time we will try your Safari browser and and your um what do you call that? Your Google Chrome. If this will not work we might really need a computer to to we can access the web setting. Using a computer or laptop or iPads more accessible there. The page we're trying to access. We're going to try again. Try my router.info used using your Safari browser still, we're going to use Safari for now. So my router.info you make sure again you're tapping it into the bar top search bar or the URL bar where you type in www.linksys.com something like that. No no I'm not saying you no no that's not what I mean so okay. Sure. Sure. So, in Google Chrome, type in 192.168.1.
35:00
Speaker 1
yeah, Adam New tower New tower network network I should open this yeah, I can see next is router network Mac, 1 this you you you gave me this number one. nine. login admin. yeah router network and and same number you gave me, 1.9, 2.168.1.1 login admin. and how to log in yeah login. yeah how to log in one nine this number in is stepper and then
37:00
Speaker 2
0.1.1 and then enter or return. What are the things you see there. Now maybe we can try that login admin. Oh it's telling you how to log in. That does not sound right.
37:00
Speaker 1
in the uh default IP address of two degree three bb three Comm like that I should so this one okay I mean yeah click to verify I should verify then uh LOGIN or admin I think that's correct yeah when I I put that one here I can also see that one to access your router setting connect to your Wi-Fi open web browser to your router
38:00
Speaker 2
No, that's not what we want. That's not what we're trying to access. It's different. Now, try my realtor.info again. One more time. Using your Google Chrome.
38:00
Speaker 1
IP addresses and there is that number you give me 192.168.1.1 and PC Mac router settings. You need to update your Wi-Fi router settings. What should we next? [silence] need to update your Wi-Fi router settings, here's what to do, now I have laptop
39:00
Speaker 2
Oh, looks not the page we're trying to access. do you have a laptop or iPad we can use? It's we're not getting anywhere with this one. So I I think it will be best if we can get the laptop or iPad.
40:00
Speaker 1
okay, I will arrange computer or internet uh laptop. otherwise I have but that's uh I need to put on charge. that's not working and also I have blamed somewhere. I don't know where I put because I have two small children. they want always but they don't know to do how to manage laptop. that's why I have hide. I can have just one sec. I can ask my neighbor for laptop or no I need my one.
41:00
Speaker 2
No, OK. So right now it's not possible for us to get a laptop? Correct? Or are you preparing it? Are you going to ask your neighbor? [silence]
41:00
Speaker 1
Okay. Okay, just one second. I will do it. It's always for me, please. Prittik, what do you have a laptop. Do you have laptop? Name is Ben. That's working. Your brother at home? Yes. He has a laptop. Okay. Just one second. I will ask him to send my maybe that will help. What? Yes, yes, let's start.
42:00
Speaker 2
sorry, it's okay if you're Gonna ask for a laptop. it'll help us do the troubleshooting.
42:00
Speaker 1
Is good he can understand my English, is help me he to help me by phone is 10 lots of a time we try, but it's not open. I have lots up, but I have hide somewhere. You know, they are very small. They're doing they don't know how to they broken. [silence] from one. I have broken my phone also going to no. [silence] the sorry for your time. like thank you okay you can uh you can out let like speak to him okay if my so and is it low. Oh hello [silence] [silence] yeah hello um just tell me what to do. Oh what's the operating system on my laptop. Oh it's a Mac.
44:00
Speaker 2
Okay. It's okay. You're good. Yeah, that's fine. Yes, hello? All right. What is the operating system of your laptop? Yeah, the operating system, is it on Windows or a Mac?
46:00
Speaker 1
I'll connect it to the Wi-Fi of the home. Oh let me ask but... what is your Wi-Fi password? yeah.
47:00
Speaker 2
All right, connected to the Linxiz Wi-Fi. Her Linxiz Wi-Fi, we need that to be connected. Yeah, her home network, yeah. Otherwise, we can't get to the settings of the Linxiz.
47:00
Speaker 1
Community 5W. 10DB. [silence] You have now connected to the Wi-Fi. well, yeah, it's still [silence] okay, so, [silence] yeah I have. Yeah, okay.
48:00
Speaker 2
Okay. Okay. Open Google. No. Safari browser. Open Safari browser. [silence] I'm going to give you a number. Just type this number in to your Safari browser. Are you ready? Okay. That is 192.
48:00
Speaker 1
Okay. Could you repeat please? Could you repeat please? point yeah? yeah. one point one, one, zero. Okay, so let me repeat one nine two point one six. eight point one point one. Enter. okay disconnection is not private. yeah Yeah. busyness website. I see LinkS. LinkS is now. Welcome. Enter your Rita's password to proceed. [silence] Oh yeah. Now I've altered the password. [silence] Okay, I've now logged in. [silence] It says personalize your WiFi name and password. Should I just press next? And guest network. [silence] [silence]
49:00
Speaker 2
Okay, what do you see now? So, enter the router password. I'm not sure what is password. [silence]
50:00
Speaker 1
well, shall I turn on, on guest Network? okay, I'll just press yes, Next. okay, night mode doesn't matter. Okay, it says saving changes now, so I'm just waiting.
51:00
Speaker 2
I know, it's up to her. You wanna, if she wants to turn on the gas. Yeah. Okay, yes.
51:00
Speaker 1
I now have the QR code. Uh, it says print download QR. And then it's pressed. And then the button is like done. Okay. Yeah, it's a home page right now. Yes. Yup.
52:00
Speaker 2
okay, what are the options there? yeah press done and tell me what you see you got the home page, okay so you got three tabs right? home menu and support right at the top I mean, so okay select menu and go to incredible Wi-Fi.
52:00
Speaker 1
Yes. Okay. So you're telling me to change the wifi name of the 2.4 gigahertz.
53:00
Speaker 2
And then, turn off the quick set up. Turn that off. And then, we're going to name the 2.4 different from the 5 gigahertz. Uh just put underscore two point four at the end of the Wi-Fi enabled at 2.4 gigahertz. Just edit that. There's like a pencil icon. Click that. Yes. Uh change it or something or you can just add two point four at the end of the Wi-Fi name. It'll be easier. I mean, it's up to you. And then, for the security mode, can you tell me if that's on WP WP82 personal or WPA2 personal?
53:00
Speaker 1
It's on WPA 2. Yes. Number 2. Yeah. You guys processing right now. It says change is how state [silence]
54:00
Speaker 2
WPA3 or mixed. Two. Number two, right? All right. Thank you. Um, I guess we're done with that. And let's see. Oh, yeah, you can save it now. So, there's the save button at the bottom, bottom right corner. Save that, huh? And then click okay. All right. Tell her to
54:00
Speaker 1
now you connect your television now. all right. no, it's fine it's fine. thank you. puzzle puzzle? so I click turn on the TV, right? okay, I'm connected to the Wi-Fi. I can't find a network side. cool. any what is change. wait, where would it be? network setting. and okay, thank you now before I can't see this. you can post right. [silence]
55:00
Speaker 2
Feb 27... And you're gonna like her... that'll use the television now. We'll see maybe it's gonna work now yet on that will connect to the Wi-Fi go to the network settings
55:00
Speaker 1
Yes? full. Okay. Not a Let's not oh. That's the only Yes. I'll just It's Beyond Alright. pairs... Where? incorrect password. What? I've done it right. P V T C S T X. hold on. All right. Good. job. what's that? I delete. what do I do? I delete. how did I go back to the uh like the networks? Is it said like wrong password. so maybe I clicking the wrong one. I should be able to go. no no what should I be able to do? I go. I go to the Wait, sure. Maybe do not one. This one? yeah Pos to him. It's the same password. Yeah. Wait. Same password? For the, yeah, it should be. Let me check this. Yeah. Same password? oh [silence] oh oh [silence] it's so sweet. Yeah. For something, it says incorrect password. Oh. I don't know of asking. Hello? It's they say it's wrong password. Yeah, it says incorrect. Yeah. You can't see entirely. Yeah, we tried both ones like the b94. I think it's different after that. It's different. Oh. Yeah, he told me to add it. I don't know of
56:00
Speaker 2
it's wrong, password, but you can see the Wi-Fi name? you. you can see the Wi-Fi name, right? huh?
62:00
Speaker 1
[KEEP_UNCERTAIN] But yeah, but that, they said it's the wrong password, which we should try again. We can try this, but I think it'll work either. I'll try the first one. Both of them say incorrect password. Um, well, when I'm on the website, it shows, like, that's the Wi-Fi password. Mm-hmm. Yeah, on the website. Mm-hmm. This is the exact one.
63:00
Speaker 2
the other and the licenses page that's weird
63:00
Speaker 1
[silence] Do you know what else I could try? yeah. okay. you're welcome.
64:00
Speaker 2
it's still networking? how about you change the Wi-Fi password and instead do customize, I mean create a new password for the 2.4 and 5. No, just the 2.4 for now. Yeah, change one number or just make it simple, like the name, your name, something. It's up to you.
64:00
Speaker 1
It looks fine. Yeah I changed it.
66:00