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. I don't know it. Because there's two containers that are in there. So I don't know if the inside one has a hole on the bottom as well as the outside. We could put some water in your pot there, like in that little cup that fills up the bottom, and then the grits can suck it up as they need it. Oh. I guess we better let it. Well, let's see. I've only been on for 12 minutes. You want my laptop? Thank you for calling Linksys Technical Support. My name is Donna. How may I help you today? Hi. I need help with trying to recover a password for our Linksys router that we have. It was changed from the original, and we do not remember what that new password and stuff is. All right. This is noted. Let's see what we can do to get this fixed. By the way, is this your first time contacting Linksys Technical Support? It is the first time. Okay. Before we proceed, I just need to gather some information to properly document your record with us. By the way, may I have your first name and last name, and can you please spell it out for me using phonetic? Deborah, D-E-B-O-R-A. Donner, D-O-N-N-E-R. Okay. Let me repeat it. It's Deborah, D as in Delta, E for Echo, B for Bravo, R for Roger, A for Alpha, Deborah, and Tanner, T for Tango, A for Alpha, N for Nano, E for Echo, and R for Roger. Is this correct? No, it is not. Last name is spelled D as in Dog, O as in Octopus, N as in Nancy, N as in Nancy, E as in Edward, R as in Robert. Thank you so much. And is this the best number to call you in case we get disconnected? Yes, ma'am. 126 126 233 700 14. Yes. Thank you. And may I also have your email address, and can you please spell it out for me using phonetic? Donner, D as in Dog, O as in Octopus, N as in Nancy, N as in Nancy, E as in Edward, R as in Robert, D as in Dog, J as in Jack, 16 at yahoo dot com. Thank you so much. And your email address is donnerdj16@yahoo.com, right? Yes. You're calling from the United States, correct? Yes. Who is your internet service provider? Spectrum. Okay. Thank you. May I also have the model number and the serial number of the product? You can find that on the sticker underneath the device or on the box that came with it. The model number, or I mean the serial number, is 12C as in Charlie, 10602302019. Thank you so much. Do you also happen to know the model number? The only other thing that's listed on here is a MAC address, and then there is an 8 digits separated by the dash. Do you see EA3500? EA3500, that is correct. Yes, I do see that. All right. Thank you so much. By the way, do you have a computer or a phone or an iPad that is currently connected to your network so you can access the router's page and then check the password from there? That has been the difficulty for several years. So the answer to that would be no. I see. Do you have a computer that you can wire directly to the node or to the Linksys router so you can access the setup page and check the password? No. I have a mobile phone, but I cannot go into the Linksys app or anything. And anytime I try to check on a password, change a password, I'm following, and it doesn't work. I understand. By the way, to fix this issue, you need to reset the Linksys router and then reinstall it from scratch since there is no device that's currently connected to the network at the moment. I just want to be upfront with you. This model has reached its end of support phase, so it no longer receives firmware updates or active fixes from Linksys. I can still walk you through a few practical steps that often help, and afterward, I'll email you a self-help guide you can keep, okay? Email me the self-help. That would be fine. So let me ask you. I understand. If we do not have the information any longer on what the administration name was changed to, as well as a new password, what do we do? Where do we find this particular model's password or the key to reach? Because it doesn't have any information on the bottom of the router that gives me that information. All right. So once the Linxus router will be reset, all its settings will also be set back to factory default settings. So the default Wi-Fi name and the default password of the router is located at the bottom. The Wi-Fi name is also called the SSID, so that is located at the bottom. You have to connect a phone to that Wi-Fi name, install the Linxus app on your phone, and once done, you have to run the Linxus app to reinstall the device. But first, you have to reset the router so you can connect to the network using the default Wi-Fi name and password. Again, where do I get the default admin name and the default password from? The default Wi-Fi name is located at the bottom of the router. So it's printed there. It's not on here. It doesn't give me a default. So no default. No. Underneath of that serial number is the MAC address. Then I have what looks like a round circle thing, the arrows that look like it's in a circle, but they are like the semicolons or the commas, I'm sorry, that are separated, but that gives me an 8-digit number. And then there's an FCC ID number. It looks like an IC, and then it just says Canada, da, da, da. There's no other numbers on here. It could be that those information were peeled off. Do you remember if it was peeled off? I do not know that, ma'am. It has been many, many, many, many years since we've had this. So without that information, how can you help me? Do you have a computer that you can is it possible to borrow a computer from a friend or from a family member so you can wire it to the router and then access the router's page? And then after accessing the router's page, you can then find the password. If you cannot access the router's page, you still have to reset the router and then reconfigure it using the computer that is wired to it. I know, but on the computer, it will still ask me what that default either key number is or the key I mean the default admin password that's listed on here, but it's not on here. The default IP address of the router is 192.168.1.1. And then the default router password is admin, A-D-M-I-N. So you have to input that default router password, A-D-M-I-N, to the login screen so you can access the setup page. And you gave me the default password of admin. And what other information did you tell me? The IP address, which is 192.168.1.1. You're saying that so fast, I wrote down 192. Yeah. 192. Can you please? Yeah. Sure, sure. 192.168.1.1. Okay. Okay. And am I going to you said, "Am I going to be able to do this on my cell phone?" No. You have to do it on a computer since you don't have a computer that you can wire to the network. You can try to borrow a wired computer from a friend or from a family member, but if there is none, then you have to reset the router from scratch. Okay. If I don't have access to a computer. I don't have access to that. If you don't have access to that, I apologize. If you don't have access to that computer, I'm afraid you can no longer access you can no longer connect to the network since there is no default SSID or default password printed underneath the router, and you have to access the router's page to find that information. So I recommend upgrading your router to the latest model. How can Spectrum connect to this router? And they hooked up everything that they needed to to get us to the internet and all. For that, I will have to send you the self-help guide via email. It will help you. Because you're not sure how they do it. Okay. Okay. Okay. Thank you so much. Thank you. Bye. Thank you, too. Do you still have other questions that I can help you with today? No. Thank you for calling to thank you for calling Linksys Technical Support. Once again, my name is Donna. Have a great day. Take care.
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