Speaker 1
Okay. Hi, I'm just having problems just even logging into my router.
00:00
Speaker 2
welcome to linxis support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you? logging into your router. Are you using an app or a browser? Okay. Yeah. Did you encounter any error message? Uh-huh. Okay. Oh, okay. It's okay.
00:00
Speaker 1
What website did I use? I just went to my native router's address. Correct. Uh, no, I know I have called but it's been in the past. Sure. The model number is EA6500 V2. V2. Serial number, I'm sorry, yes.
02:00
Speaker 2
Oh, by the way, so what link sys uh website did you use? Yes. Uh like the 192.168.1.1. Okay. Okay, so uh sir, um is this like your first time sir calling link sys? Hmm, okay in the past. So you've called us. So uh sir, um here's what um we are going to do, okay? So that I can help you out regarding with the issue that you're encountering. Can you give me the model number and the serial number of your link sys router please? Sweet.
02:00
Speaker 1
6 5 0 Victor 0 2 to Charlie Echo Alfa Tango Sierra India November 0 9 11
03:00
Speaker 2
Okay, thank you so much. Uh can you also give me the serial number? Sir, your line did actually cut off earlier. So one two and like November, and what was the next number sir? Okay, I just missed the number six. Thank you so much. Okay. And here you go. And,
03:00
Speaker 1
Aldo Dver. [silence] Sure, Aldo Alvesude. Aldo A-L-D-O-D-V-E-R-G-I-L-I-O. My email address is aldo@yahoo.com. Thank you. My internet service provider is Spectrum. [silence]
04:00
Speaker 2
Speaker 1: Since this is your first time calling Linksys, let me just go ahead and create a record for this conversation. May I please have your first name and your last name please?
04:00
Speaker 1
Okay. I'm just realizing this router is older than dirt. I should replace this, I should be replacing this thing.
05:00
Speaker 2
Okay, let me just do this one. Just give me one moment, sir. [silence] Okay, so okay, so there you go. I just successfully created a [silence]
05:00
Speaker 1
Yes. One three three, one five nine. Okay. [silence] Yes. Yeah. Oh, it's probably end of support like eight years ago. I think it's I think I got it in like 2013. [silence] It's old. Yeah, I get it, it's old.
06:00
Speaker 2
Record sure for this conversation sir the ticket number sir if you need to call us that's one three three one five nine thank you so much and uh yeah regarding with what you mentioned earlier sir that the router that you have it's really quite an old one Because I did check it here sir so this router that you have is already end of support router The support of this router Oh okay Because I did actually check it here and
06:00
Speaker 1
Okay. Okay. Okay. I can. Yes, yes, I can. Is that a promise? Okay. Okay. Okay. I'll wait. I'll wait till you're done there. Take your time. In the meantime, I'm gonna shop for some routers. You got, you got any specials for me? Can you give me a special? Can you give me a good price on on a a new router? [silence]
07:00
Speaker 2
here, sir, because um, the end of support of this router did actually happen last July 27th of 2022. Now, uh, can you receive an email on Eldod@yahoo.com? E-L-D-O-D. Okay. Okay, so um, okay, um, I cannot um walk you through everything. But I can send you an email on um, like you know, um various links that you can use to access the router settings of your EA6500. And uh, Uh huh. Can you give me one moment, sir, and stay on the line? Uh Uh oh. Oh yeah.
07:00
Speaker 1
Okay. Okay. Okay. Yeah, let's just get, we'll get this one going first and then I got to do some shopping here, obviously. where the cash.
08:00
Speaker 2
Regarding routers and such, we don't uh we don't directly sell any router as of the moment like you know over the phone. But uh m but yeah, but you can actually uh check everything like um on Amazon eBay like something like that. So, one moment. Yeah, of course. So, um let me just Oh, um I'll be sending you directly this, um there are several links that you can try and but you, but before you access it, sir, uh maybe you can uh first perform clearing the cache of each browser.
08:00
Speaker 1
Of all my browsers. Okay, you know, I probably haven't done that in a while. So let me just close out of just about a thousand things that I'm open right now. Okay, and let me let me clean all this mess up. Okay, get out of there. Go back and go to settings. What the heck do I do this again? Default browser, policy, passwords autofill, downloads reset extensions. Reset settings. No, I don't want to do that. I think. Oh, God, I forgot where the heck I even do this. It's been so long. Oh, here.
09:00
Speaker 2
yes. okay, .
09:00
Speaker 1
history, of course. Okay history. Browse. I think I click up here. Word probably. No, I don't do any of that. Extensions. I'm sorry. Browse and history. Uh, there we go. This is okay. All time browsing history, download history, cookies, cash. This is going to clean out everything out. All right. So let me get rid of that now. Close out started back up. And let me just go to 192.168.1.1. [silence] Okay. And it wants our password. I know it was this. And it says invalid router password. Please try again. So then I say, okay. Okay. Now, this is not the same password that I'll use like if someone comes into my house with their phone and says, please, can I have the password for your router to get in? That's the access is not the same as your router password. Correct? Correct, correct. So I'm not trying that one. I'm trying my my regular router password, which I thought it was and it's not. and I don't know what it is. It's not anything because I can't seem to get in at all. I think it's.
10:00
Speaker 2
Ah sir. the router password is not the same with your Wi-Fi password. Transcribed by Otter.ai
11:00
Speaker 1
it's locked tell you the truth I don't know can this lock you from like if you do too many attempts. Oh. Yeah, I think I I think what I went to do to reset it even told me yeah. Is there some way you can clear that from your end? Okay. Let me yeah, let me uh I don't recall getting the warnings from the website. I got a warning from when I went to go change the password somehow that it said something about it.
12:00
Speaker 2
yes sir if you are using if the website or there will be a red label under on the router password that it's it's actually also going to give you how many attempts have you've done did it give you that warning like you only have one attempt yes we actually need to elevate that one first but at the moment did did you receive that information I mean did you get those warnings.
12:00
Speaker 1
And I get like, before I went to go change the password or something. I remember seeing something, but let me uh, let me just log in. Let me just log in to my email and see what you sent me here. Okay. Uh, go to my ac. It's just it's just a little just a little, just a little tiny window pops up next to the password that I type in and it just says invalid password. So, I can actually get to the router. Yeah, I can get to the router. I just can't log into the router, so I can look at all my connections and things like that.And then we'd
13:00
Speaker 2
when you try, sir, like, to log in using your, uh, router password, like, is it giving you a blue screen or something, like, what? Or only bringing you back on the same page. Oh, okay. So, uh, poo, yeah, it's just bringing you back like nothing happened? Okay, take.
13:00
Speaker 1
prompted this as I, I'm an electrical engineer and I have an oscilloscope and I was trying to plug the oscilloscope into the router and it was uh the oscilloscope was showing me the uh uh correct IP address. But when I went to try to go to the IP address from my internet, it wouldn't let me in. And um so I was like, well, that's strange. I looked at the back of my oscilloscope. The flashing lights were on. I looked at the back of the router. The flashing lights, you know, the solid green flashing yellow, something. it recognizes it. But I couldn't, I couldn't access it. So I thought, okay, maybe if I can access it by going into the router and see if it sees it. And then I couldn't even get into the router.
14:00
Speaker 2
uh huh yeah yeah yeah yeah so that is actually uh like you know uh one of some reasons for that one so uh yes there are actually there is actually an issue before like but it was old
14:00
Speaker 1
Okay. Okay. Oh sorry, did you just say 10 days? Oh geez. [silence] Okay. [silence] I'll go. Okay, then don't just mean yet. [silence]
15:00
Speaker 2
resolve, so, about this one, sir, uh, please avoid since it, oh, it, it is now actually giving you the word invalid password, so, let's not, uh, let's not push it more because it can actually maybe cause you to be locked out, and if that happens, sir, yeah, because if that happens, it will take some days for the process for you to be able to open it up, to have an access again because we need, it will take some days, sir, so but here is the thing, sir, I just send you an email. Mhm. so there are dif- options there on how you can access your router settings. Uh, just follow all of those steps, sir.
15:00
Speaker 1
OK, I don't have anything yet. Noono, noono, no, no, no, let's let's back it up. I'm going to give you the mnemonic. So it's OK, alpha, Lima, delta, Oscar, delta, two, three, two, three @yahoo. Also two three alto, D2323. So, yeah. Correct. You got it.
16:00
Speaker 2
Let me just verify it, sir, if I got your email correctly. E echo L Lima. Uh-huh back. Okay. So that's Il the 2 3 2 3 at yahoo.com. Yeah, Il the D. Il the D.
16:00
Speaker 1
Okay, okay, I'm just clicking away here to see when it pops up. I just keep clicking the inbox, refreshing it. There it is. Oh no, that's not it. Garbage. That's some garbage email as we're waiting. Well, still waiting.
17:00
Speaker 2
OK. Now, sir. I just send you another email. Kindly check it. Can you try refreshing your email, sir? [silence]
17:00
Speaker 1
That's why I've been doing, I'm just keep refreshing it like every two seconds there, just refreshing it. Yes, he did. It's you. So it's typical sometimes to be pretty darn slow for whatever reason. I find it slower than the other accounts that I have.
18:00
Speaker 2
oh okay Perhaps I got it correctly. Alpha Lima Delta Oscar Delta two three three at Yahoo calm Oh okay Oh okay Okay. Thank you so much
18:00
Speaker 1
there. No problem. So you're having trouble logging into your admin panel he's in. Squares just do it. Please try copying and pasting. okay I'm just trying right now I'm just trying on Edge and it looks like it's bringing me to the same screen. So your first link that you provided, I copied and pasted it into my edge browser and it came up with the same exact screen that it always comes up with, which says access router and it says router password with a sign in button. Now put my user if I put in a uh what I think is my user
19:00
Speaker 2
Yeah, so try, if, if, like, um, if you can't still access it, like, let's say, for example, in a Google. So, try another browser, Firefox, Microsoft Edge, Google, something like that, and then use this different kind of link because you will be routed on the same page. You will be routed directly to your router settings.
19:00
Speaker 1
Okay. password and click Sign in, it's just going to come back with a little message saying wrong password. Yes I know. I mean, I have a reset. reset. They want to do a reset. So the first link doesn't take me to any reset then that you provided me. The first link that you sent me in the email um is just that 191.168.1.1 yeah, that's just takes me there. So alternatively you can try host name. Okay. So let me try this one. copy. and paste this into a browser. paste. enter. It looks like it's going to bring me to the same screen, but and I see what happens. Yeah, it brings me to the same screen. Now I'm not putting any password in then because you said really don't because you're just making the matters worse.
20:00
Speaker 2
Okay, try to reset it, sir. Try to reset it again. Yeah. Yes, it will send you an email to reset. [silence]
20:00
Speaker 1
So either those, either either the first two links that you provided in that email, the very first two links, which are http colon 192.168.1.1 ui/ local dynamic index. That one and also the myrouter.local dynamic index, both bring me to the same page that I get to if I just type in 192.168.1.1. Same exact screen. But none of those screens take my password, or what I think is my password. Okay, I'll try. Okay.
21:00
Speaker 2
Yeah sure uh-huh yeah uh-huh but uh yeah try try it later sir on a different browser but if still it will not gonna work sir uh please uh let's not continue like you know uh-huh let's try doing it today, let's give it at least a day then and then try it again tomorrow this is just to avoid [silence]
21:00
Speaker 1
Okay. Uh, in the meantime, if our, if I were to buy a new router, would I be still having this problem? Or a new router would just wipes this whole problem clean? Okay, so a new router would just wipes this problem clean. Yeah. Yes. Yeah. Okay. Okay, very good. All right. Appreciate that. Thank you so much.
22:00
Speaker 2
ah no sir no sir this router that you actually have sir this router is no longer receiving any updates right now so like let's say especially with the firmware since the firmware is actually kinda important with the router so some of yeah so this router is no longer receiving any updates or any um upgrade right now so that's why maybe one of the reason why you're encountering this issue but uh yet try it tomorrow yeah try it tomorrow sir
22:00
Speaker 1
Well, no, the only question you can answer for me is if I buy a new router, I are really terrible at understanding network stuff. Would someone be available to actually walk me through the process of setting up my router? A brand new one. Okay. All right. Very good. Thank you so much. Will do. Okay, great. Thank you so very much. You too. Thank you. Bye-bye.
23:00
Speaker 2
Thank you so much as well, sir. Aldo, so would there be like, um, anything else that I can help? Mm-hmm. Absolutely. Absolutely. Mm-hmm. Just give, just give us a call, sir. Okay. Thank you, thank you. Have a good one. Bye-bye. [silence] Sir,
23:00
Speaker 1
Oh, I didn't hang up that. I'm sorry. Okay. Okay. I'm glad you, I'm glad you did that. Okay, because then right away I just went to Amazon and started looking at your routers. Okay. Okay, thank you. Have a good one.
24:00
Speaker 2
Although you forgot to hang up the call. [silence] Yeah, we're not actually about to hang up the call. [silence] Thank you.
24:00