Speaker 1
Well, hello, This whole I'm trying to get my husband to get me the serial number, I didn't feel like I needed it But we're older couple and we're trying to look up a new links of I and Let's see, we're trying to see the serial number here, I'm sorry It's Pamala Tattershell, T-A-T-T-E-R-S-H-E-L-L estatal and I am finding my partner and we are trying to look for the serial number. the stop.
00:00
Speaker 2
Welcome to Linksys support. To 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. May I know your name? Thank you very much for the name. My name is Milton. May I know who I'm speaking to? Hello? Hi. Yeah. Yes, how can I help? I'm having some issues with my internet. My name is Madam. How can I help?
00:00
Speaker 1
A.L.L. Yes, Catershell. Well, yes, it's Pamela, P-A-M-E-L-A at a New Day Ministry.com I can't. Oh, you can't. Excuse me. He's trying to write it down for me. I'm sorry. We're over, and I didn't realize until I had found your phone number that I needed to have all of this right away. He's almost got it. Okay, the model number is three. No, no, serial. The serial number is three two.
01:00
Speaker 2
Okay. Pamela Pacershell. All right. Do you have an email? Pamela. Okay. Do you have the model or the serial number of the router? Do you have the model or the serial number? That's okay.
01:00
Speaker 1
L20M11CA00020. Turn that light on right there. M r 9600 Z2.
02:00
Speaker 2
[silence] do you have the model of the router by chance? Take a look. All right. Good. Now, tell me what is the problem? [silence]
02:00
Speaker 1
Pretty short, it just says, it's, y, know, it doesn't work. Yeah, I have a desktop. Now what I can't do, um, Well, what we had to do to get it to work was push the button. Uh, you know, to get it started and going and everything. And so it's working on the desktop, but we have so many other devices that we use with this that we need to be able to connect this and our TV and, you know, some other things that we have. Why? I mean, I just used it and I just created a [silence]
03:00
Speaker 2
If you have a device that's already connected to that other, you can... So, the white my password is wrong. Yeah.
03:00
Speaker 1
It Yeah. Okay. That's what I was reading when I was trying to, you know, to just connect with it on my telephone. Yes. Yes, that's yes, you are. That's what it's telling us. I'm entering it in again, you know, as we're talking here. So it's it's
04:00
Speaker 2
No, no, I am asking if the password is correct or wrong. Do you have internet on your desktop? Let me get it, Pamela. Your desktop is working, your internet is good. Only your phone, other devices cannot connect because the password is wrong. Am I right?
04:00
Speaker 1
This verification failed. Your AppleID or passwork incorrect. Yes, I'm looking at it. It's open. The what? Oh, local. Okay, I see it. It pulled it up. Okay. It's pulling it up. Kinetic. This is locked in with your router password.
05:00
Speaker 2
[silence] can you go to [silence] can you go to your desktop? [silence] can you open a browser for me? [silence] and you visit the website my router.local. by the way, who's the internet company? Is it spectrum or Xfinity? all right. Go ahead. all right. If you forgot your router password,
05:00
Speaker 1
O.K. O.K. O.K. just a second here. O.K. Invalid router password. Please try again. So, OK. OK. I clicked it. Yeah, where's my recovery key? Oh, it's this number. It's one one zero four. Oh, yes. Thank you. [silence]
06:00
Speaker 2
there is an option for you to reset the router's password. go ahead. click the reset the router's password . no. say uh, click the reset button reset, reset option, and then it asks you for the recovery key, right? under the router, there is a. Yes, go ahead.
06:00
Speaker 1
okay just choose a password secure make yourself a hint alright okay alright so it's it need to be 10 characters including a number lower and upper and a special character right okay alright I'm doing
07:00
Speaker 2
have to create a new admin password. This is not the Wi-Fi. This is your router administration password. Yes. Hmm .
07:00
Speaker 1
1, 2, 3, 4, 5, 6, 7, 8, 9, 10. [silence] Okay, the router is connected. Yes. Yes. Yes, like smart Wi-Fi tools, is that what you're talking about? Oh, yes. And then underneath it, it says Wi-Fi settings. Okay, I see that. Yes. So I just need to copy down that password. [silence]
08:00
Speaker 2
all right on the left side there is a wifi settings go ahead click the wifi settings on the left side there is router settings smart wifi tools wi-fi settings click that one it will pop up a screen that will tell you what is the name of your wi-fi and what is the name of what is the password of your wi-fi take a look.
09:00
Speaker 1
Because No, I did not make that password. So, um, okay. Now, yes, I changed that password. And the Wi-Fi password that popped up, I noticed that on the bottom of my, um, router here, it's got a password, which is the same one here on the screen. Okay.
10:00
Speaker 2
Is that the password that you're trying to do? There are two password in there. That is your Wi-Fi password. The name of your Wi-Fi is, can you tell me? Is it the Linksys setup F33, correct? Is it, did you change it? [silence] Yes, okay, listen, Pamela. Pamela, Pamela, let's go back. The Linksys setup F33 is your default Wi-Fi name and the password is the one underneath the router. There is a chance that you may have changed the Wi-Fi name and the Wi-Fi password.
10:00
Speaker 1
Yes like that. Yes, it is. Yes. All right. Yes, yes. Yeah, it is. Mhm. Okay. And I'm just gonna enter this one that's on the, um, that's here. Yes. Mhm.
11:00
Speaker 2
All right, so did anybody change that? To verify whether somebody changed it or not, you look at the screen and you will see the Wi-Fi name and the Wi-Fi password. My question is, is this the same as the one underneath the router? The same. All right. So, your Wi-Fi password is the same as the one underneath the router? Good. Now, keep it this way. Keep it this way. Go to your iPhone that says that you cannot connect. [silence] You're trying to connect, right? You're trying to connect the iPhone to the Wi-Fi named Sys setup, F33, correct? Okay, go ahead.
11:00
Speaker 1
let me put it down so I can see it. I have a, it's hard for me to see and my husband's trying to help me and it, you know, hit the light wrong. incorrect password. I I I am trying to
12:00
Speaker 2
What are you trying to do in your phone? You're not trying to access you're not trying to access
12:00
Speaker 1
on the network's i click i click you know on the networks i click the network this linsky underscore setup expletive. So I clicked on that and then it says password. And I'm supposed to enter in the password that's on the bottom of this router, correct or the password I create the one I created. Uh-huh. So the WI-FI name is underscore linsky setup s 33. It's smart small. I can do that. Yes it showed more. It has the the very top one is the it is the R1P0, JK and X. Now this one for the five gigahertz it has a different password than the 2.4 gigahertz. Let me put this one in because this is for the five gigahertz. So maybe this is the one I should be putting in.
13:00
Speaker 2
all right. Did you click the show more option in there there's two ways to do this one that 2.4 uh the same the same Uh you try that one? You This is your wife this is the whole of your wife [silence] right? [silence] yeah that is [silence] no no no no no don't do that one that is not the wife by password that is the administrator password put around there do not giver it to anybody if you give it to anybody [silence] that is [silence].
14:00
Speaker 1
Oh, okay. Okay. Okay. Okay, should I, okay, so what I'm looking at, it, I have two things. The first one is the 2.4Ghz band. And the Wi-Fi is underscore link, it's, I guess it's system, Linksys, setup F33. And then the password for that. And then it has the, the security mode and the Wi-Fi mode. And then the 5Ghz.
16:00
Speaker 2
Anybody they will control your network. They can get inside your system. They can snoop everyone. Listen that administrator just power password. Okay, you give your Wi-Fi password to anybody so that they can connect to the Wi-Fi to the Internet, but not that mean password. That's okay. So they have the same do they have the same Wi-Fi [silence]
16:00
Speaker 1
no, it's different. is small. small. F33. Oh, the same thing. Exact same thing. Even to the underscore, you know, to start the name. Yes, different. What is different on the five, gig Hertz. It doesn't have as many letters. It has the exact same letters except it's one short.
17:00
Speaker 2
I need the 2.4 and the 5D, different, okay? Sure, the first two, what is the Wi-Fi name, Linksys set up, F33, and the other one the 5D, what is the Wi-Fi name? How about the password on both, they're different. Is it the same as the one
17:00
Speaker 1
yes. Grandma T. Come on JK and then XJT is the five point it's the 5 gigahertz. So do I need okay, so where do I change that at Okay, so just to reiterate, so I understand I'm going to change the password on the 5 gigahertz to match the same one on the 2.4 gigahertz. Okay. Oh, okay.
18:00
Speaker 2
Okay, [silence] which one? The 2.4 or the 5G? [silence] Alright, can you change them? Can you change the 5 Gig Hertz to match the 2.4 Gig Hertz? The password is the same. You can just simply overwrite [silence] and it should be the same underneath the router, right? Okay, go ahead.
18:00
Speaker 1
So, to make it the same underneath the router, I have to change the one on the 2.4. And what I'm... Yes. Understood. Is it the same on the... On the 2.4. Well, wait a minute. Wait, wait, wait. You know what? It isn't the same. Oh yeah, the 2.4 is different than what's on the router. It is the same as what is on the router. Yes. Yes. Yes. Yes.
19:00
Speaker 2
Oh, which one is the one the same? Oh, wait, wait, wait. Pamela. The one underneath the router, is it the same one, the two point four or the five G? All right. So two point four and underneath the router. The five G. Can you change, can you make it the same, all the three of them? The one underneath, the router. [silence]
19:00
Speaker 1
Okay. So this is what I'm going going to do I'm going to check to make sure R1p0JKNXJD R1p0JKNXJD. Okay. I've got them the same. So now I'll just say okay. If it matches the password on the router that we bought, the router that we bought, R1p0JKMXJD. So they match now. Do you want me to click okay? [silence]
20:00
Speaker 2
your next manner, should be the same. Should go on Your Perfect March. Click apply first and then click OK apply first and then OK.
20:00
Speaker 1
Alright, guess what? Now, on this took me back to the first page we looked at, and it's got a green check mark by this device and the router, it says "connected." And the Wi-Fi setting under that has it set up for the 2.4 and plus the 5 gigahertz. So now that should work, should it? Okay, I'm with you. All right. All right. And it comes up and it matches what's on the router, and that's what we want, right? All right.
21:00
Speaker 2
and then okay okay on the left side the screen uh on the left side the screen try to click Wi Wi settings again okay try on your phone learned by reading and then research. Thank you. [silence] the works is done ready right okay it's okay is this an old router or a new
21:00
Speaker 1
The the other one, the old one started working again. Well then it quit. So I said I was going to go buy a new one. Then I remember I bought this one. So so it's about a year old. Okay. Thank you for letting me know that. Thank you so much. Uh-huh. Uh-huh. I'll tell you what All right. Good night. Bye-bye. All right. Come here. The number is this one. Right here. Yeah.
24:00
Speaker 2
Mm-hmm. Mm. Ah, that's all right. Don't worry. Uh, phone support is unlimited. You can call us anytime. I asked because I'm just worried about the hardware. Hardware warranty is one year. If this is broken, I may not be able to replace it if it's more than one year. But phone support, that's like what we did today. You can call us anytime. There's no limit on that one. All right? All right. Yeah. Thank you, Pamela. And nice talking to you and thanks for calling. My name is Nathan and have a good day. Bye bye.
24:00