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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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We cant find the gateway numbers that will ping, We have a

Customer Question

We cant find the gateway numbers that will ping
JA: Can you describe your network setup (devices and cables used)?
Customer: We have a samsung tv and a century link router
JA: What happened right before this popped up?
Customer: This is a new tv.
JA: What troubleshooting have you tried?
Customer: Internet suggestions
JA: Anything else you want the network expert to know before I connect you?
Customer: We arent sure how to find the right gateway numbers
Submitted: 14 days ago.
Category: Networking
Expert:  Jason Jones replied 14 days ago.

Hello,
I am the person that will be helping you today.

You mentioned not being able to find gateway numbers. How may I help you today?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 14 days ago.
Hi Jason. We have a used but new to us samsung hd tv and want to hook it up to out internet via wifi.
Customer: replied 14 days ago.
Sorry, our internet
Expert:  Jason Jones replied 14 days ago.

Thank you for the update. I understand that you wish to connect your new tv to your wireless signal. What is the brand and model name of your wireless modem or router?

Customer: replied 14 days ago.
It is century link model number pk5001z
Customer: replied 14 days ago.
I put in the numbers on the back of the modem/router and it did not ping
Expert:  Jason Jones replied 14 days ago.

Hello,

When you say that it did not ping, what does that mean?

Does the TV see the name of your wireless signal?

- Jason

Expert:  Jason Jones replied 14 days ago.

On a computer that is connected to the router, perform the steps below:
- Click the following link ---> http://192.168.0.1
The username and password ***** both printed on the modem itself. Enter the username and password ***** you can log in.

- Click the Wireless link (your network name is ***** *****)
- Click the Wireless security link (your wireless password ***** ***** here)

Using the network name and password ***** you obtained from the instructions above, reconnect to the wireless signal.

Please, update me once that is complete.

Thank you,

Jason

Customer: replied 14 days ago.
There is a window that says the tv sees our mac address, our ip address, but gateway ping is not connecting
Customer: replied 14 days ago.
We tried those numbers. The last digits 0.1 and we also tried 1.1
Expert:  Jason Jones replied 14 days ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 14 days ago.
When you say a computer connected to the router, do you mean a computer that receives the wifi signal from our router
Expert:  Jason Jones replied 14 days ago.

When I say a computer connected to the router, I mean any computer that is connected to the router wirelessly or with a cable.

Customer: replied 14 days ago.
is this 39 dollars in addition to the 24 i just pai
Expert:  Jason Jones replied 14 days ago.

Yes, there is an additional fee for remote support. We can skip the remote support, if you don't wish to do it.

Expert:  Jason Jones replied 14 days ago.

Are you still with me?

Customer: replied 14 days ago.
Ok, I'm not that desperate to pay the extra.I completed the log in you requested w admin and pasword
Expert:  Jason Jones replied 14 days ago.

Thank you.

- Click the Wireless link (your network name is ***** *****)
- Click the Wireless security link (your wireless password ***** ***** here)

Using that information connect the TV to the signal.

Are you able to do that?

Customer: replied 14 days ago.
Yeah, i cant find that info
Expert:  Jason Jones replied 14 days ago.

Why not? Are you logged in? Which links do you see?

Customer: replied 14 days ago.
I'm not seeing the netwok nmae on the century site you sent me to
Expert:  Jason Jones replied 14 days ago.

I only have a short time before I have to leave. May I just remote in at no extra cost to make sure it is working correctly on your end?

Follow the instructions below to begin the remote helping screen.

Remote page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 37 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

Customer: replied 14 days ago.
Sure
Expert:  Jason Jones replied 14 days ago.

Okay, please run the instructions for the remote application.

Expert:  Jason Jones replied 14 days ago.

Hello again,

I see that you are not connected, yet.

Are you having any problems with running that remote application after it is downloaded?

Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?

Thank you,
***** *****

Expert:  Jason Jones replied 14 days ago.

I see that you have attempted to run the remote application 6 times in the last couple seconds. Is there a problem?

Customer: replied 14 days ago.
I'm on my iphone. It says it is taking me to the ap and hangs
Expert:  Jason Jones replied 14 days ago.

It will not work on a phone. Please, follow the instructions on a computer.

Customer: replied 14 days ago.
We are bailing. Thanks anyway
Expert:  Jason Jones replied 14 days ago.

You are welcome.