How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Claws224 Your Own Question
Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
5195814
Type Your Networking Question Here...
Claws224 is online now
A new question is answered every 9 seconds

I got a new iphone5s and I am unable to use it at home to

Customer Question

Hi I got a new iphone5s and I am unable to use it at home to get on the internet I dont know my password ***** pin number so I really need help
JA: Have you done a bandwidth test?
Customer: i dont know what that is
JA: What happened right before this popped up?
Customer: just a message that has a 1 2 3 thing telling me to ask a questuion or contact you or talk on line
JA: What troubleshooting have you tried?
Customer: im just getting started I had a iphone 4s until i get this one and it worked GREAT but now the phone only works away from home I have an ipad mini and it works great here just not the new phone
JA: Anything else you want the network expert to know before I connect you?
Customer: well, maybe you can tell me the answer to that. Im not very good at this and it is SO frustrating to have to ask my 9 yr old grand son how to do this stuff lol but I really want to learn and am learning a lot as I go so any help from you is VERY MUCH appreciated
Submitted: 5 months ago.
Category: Networking
Expert:  Randy IT Tech replied 5 months ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

What is the brand/model of your home wifi router?

You can reply to me here by typing in the box below please.

Customer: replied 5 months ago.
hi Randy
Customer: replied 5 months ago.
I just found where you are im very new at this
Expert:  Randy IT Tech replied 5 months ago.

okay, no problem.

Check the label on your internet modem for the brand and model. It may also have the information that you need on it as well. It will say ssid and wifi password ***** wpa key, if it does.

Customer: replied 5 months ago.
the model number is *****
Customer: replied 5 months ago.
It is a Linksys
Expert:  Randy IT Tech replied 5 months ago.

okay, are you on a windows computer now that is connected to the internet through the Linksys?

Customer: replied 5 months ago.
My oroblem is that I had an iphone4s and now have just gotten a 5s with my 4s I was able to get on the wifi stuff and text I cannot do it with my 5s at home it does work when i leave here we live out in the boondocks and ell phones cannot work oiut here except that i was able to text etc with my 4s I have a land line because NO ONES cell phones work out here from ANY carrier I just want to be able to text here with it I dont remember my password ***** pin number I DO have a letter and number password ***** the modem i think
Customer: replied 5 months ago.
it is numbers and letters password ***** not the password ***** the network which i dontremember
Expert:  Randy IT Tech replied 5 months ago.

yes, I can find that password ***** you using your computer.

I will need to connect to your screen remotely and then check your router settings.

Customer: replied 5 months ago.
This is so complicated for me im kinda old i guess lol
Expert:  Randy IT Tech replied 5 months ago.

no problem. I will send you the remote session information.

Customer: replied 5 months ago.
what password ***** you find ? I have the Linksys password ***** and letters
Expert:  Randy IT Tech replied 5 months ago.

okay, that is the ones you need on the iPhone.

Customer: replied 5 months ago.
Ok then where do I enter it?
Expert:  Randy IT Tech replied 5 months ago.
  1. From your Home screen on the iPhone, go to Settings > Wi-Fi.
  2. Turn on Wi-Fi.
    Your device will automatically search for available Wi-Fi networks.
  3. Tap the name of your home Wi-Fi network that you want to join. Then enter the password.

After you join the network, you'll see next to the network and in the upper-left corner of your display.

Customer: replied 5 months ago.
ok its asking for password
Expert:  Randy IT Tech replied 5 months ago.

okay, enter the linksys password.

Customer: replied 5 months ago.
itsnot working
Expert:  Randy IT Tech replied 5 months ago.

okay, are you sure you have the correct wifi password. It is the one that you use to connect computers and other devices to the internet at your home.

Expert:  Randy IT Tech replied 5 months ago.

I can check that for you if you want.

Customer: replied 5 months ago.
It just keeps coming back to "enter password"
Customer: replied 5 months ago.
I guess I dont know I dont want to mess up the connections we DO have the laptop works the ipad works and this desk top works just not my new phone
Expert:  Randy IT Tech replied 5 months ago.

Okay, does the wifi password ***** any capital letters or special characters?

Customer: replied 5 months ago.
what should I try now ? or just give up ?
Expert:  Randy IT Tech replied 5 months ago.

does the wifi password ***** any capital letters or special characters?

Customer: replied 5 months ago.
it has both letters and numbers
Expert:  Randy IT Tech replied 5 months ago.

okay, are the letters CAPITAL or small?

Customer: replied 5 months ago.
if you access it for me on my computer can we compare it before I enter it? im just so scared of messing up the other connections on the other devices
Expert:  Randy IT Tech replied 5 months ago.

yes, it will not affect your other devices that are connected now.

Customer: replied 5 months ago.
well there are both but im wondering if I wrote it wrong when they told me on the phone
Expert:  Randy IT Tech replied 5 months ago.

okay, I can check it for you.

Customer: replied 5 months ago.
ok but it wont mess up the other devices right? It will be a disaster here if we cant use any of them
Customer: replied 5 months ago.
can we see if it is the same one i have before we enter it?
Expert:  Randy IT Tech replied 5 months ago.

right, it will not affect them at all.

yes, we can see if it the same as the one you have written down.

click on the blue link below and allow the remote session to download and then click on the downloaded file and allow it to run.

http://www.justanswer.com/remotedesktop/join.aspx?Session=d0e3539b-8757-471e-a9b0-44f844dacc39

Customer: replied 5 months ago.
i dont know what to do next
Expert:  Randy IT Tech replied 5 months ago.

did you lick on the blue link below and allow the remote session to download ?

Customer: replied 5 months ago.
I clicked on the blue link yes
Customer: replied 5 months ago.
how do i know if it downloaded?
Expert:  Randy IT Tech replied 5 months ago.

okay, there should be a download at the bottom of your screen that says elsinore remote session.

What is your internet we browser? internet explorer, chrome, mozilla, etc..

Customer: replied 5 months ago.
would that be yahoo?
Customer: replied 5 months ago.
i have that Chrome
Expert:  Randy IT Tech replied 5 months ago.

no, if it is internet explorer the desktop icon is usually a big blue e, if it is chrome it will be a multi colored wheel. and mozilla has a firefox icon.

Customer: replied 5 months ago.
Im so sorry im so uninformed here but im learning
Expert:  Randy IT Tech replied 5 months ago.

okay,

  1. In the top-right corner of the browser window, click the Chrome menu .
  2. Select Downloads.
  3. You should see the elsinore there. Click on it to open.
Customer: replied 5 months ago.
i dont see any chrome menu it asks if i want to run this Elsinore file
Expert:  Randy IT Tech replied 5 months ago.

okay. choose yes. That is the screen connect.

Customer: replied 5 months ago.
i lost it all it wont come back and the Elsinore is gone too
Expert:  Randy IT Tech replied 5 months ago.

okay, click on the - at the top and see if there is a pop up box behind the screen you have open now.

Related Networking Questions