Speaker 1
[silence] Yes, my name is Alex Meyer. I just called recently about having issues with my router, uh trying to reset the password, because I don't know what my password is now, it's not working. And, um, I was sent an email about resetting a password? Am I doing this incorrect?
00:00
Speaker 2
Welcome to Linksys 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 our warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Email to try to do this myself, and it's not working. I'm going through all the phases and it's not able to connect to the interface or even get get past the user, the IP address. So, I'm going to need to pay, I guess, the $15 and have you guys run me through it, please, because I need to get this done. Apparently, my router's already out of warranty or out of service or whatever, but I need to get it working, because it's obviously working. I just can't seem to connect. It won't pass through. It says it cannot connect to a certain part of the the process. It just it just, uh, can't connect for whatever reason.
01:00
Speaker 2
All right, uh, sir, You have followed the guidelines on how to access your router's web interface, but you cannot go through.
01:00
Speaker 1
I've already done, I already rebooted the router. I mean, if you're able to do a hard reset from you from where you are and then I can reset the password. I'm willing to do whatever. I'm just very frustrated because I have a new roommate and and he can't connect to the uh to the router. We've tried many many different things. Well, I disconnected it. I didn't actually reset it. I I disconnected the power for about 20 seconds and and the modem and I and then plugged them
02:00
Speaker 2
Let's see. So, do you want her to just do a reset on your router and see if... Uh-huh. Let's see. So, when you mean, uh, when you said reboot, uh, did you try to press the reset button on your router? Uh-huh. And then when you plug back in, uh, you tried to connect to your Wi-Fi name with the same Wi-Fi password and it will still not connect.
02:00
Speaker 1
Correct. Yes please, thank you. Yes, please. Les, I spent so much time messing with this, let's please just continue to proceed as as expediently as possible, please.
03:00
Speaker 2
All right. Okay. So we'll just um try to access first your router's web interface, if we cannot, then we'll try to do a reset on your router. Is that all right with you? Okay. So since your product is out of warranty and you're fine with it, paying for the paid connect service, uh I'll reiterate again, it's $15 US dollar and it's a one-time non, refundable technical support. All right. All right. Yes, I'll make sure that
03:00
Speaker 2
.. .. to resolve your issue? If not, then we'll try other troubleshooting steps. Okay? Okay, um.. So if the first name on your card you're going to use Alex, is it Alex? So your first name Alex A-L-E-X and then your last name Mayor M-E-Y-E-R. Right, and the card number. So four..
04:00
Speaker 2
all right Alex thank you for patiently waiting uh I've processed now the payment for the [REDACTED_PAYMENT_DIGITS] US dollar paid connection service. and I also sent uh the receipt or invoice of the payment transaction to your email lookmeyor@gmail.com. okay so let's proceed with your uh concern first I need you to open a web browser um
08:00
Speaker 1
1.1. okay. it's loading. [silence] taking a long time to load. it's saying this site can't be reached. [silence] says checking the connection, checking the proxy and the firewall and running windows network diagnostics.
09:00
Speaker 2
And then type 192.168.1.1 in the address bar. Yeah, 192.168.1.1, hit enter, and tell me what do you see on the screen. [silence] It will bring you to the login screen, where you can enter your username and password. [silence] And then select the share button up at the top and then you'll see the screen for
09:00
Speaker 1
E.A. 70 E.A. 7300. Well, I may I may have I bought more than one router from from Linksys before. Correct. [silence]
10:00
Speaker 2
Check again your router, what is the model of your router? Is it EA 73 or MR 9000, because we have a So, because oh we have a record here on our system of with your email address and it's about MR 9000. So that's not yours. I see. All right, so so we are clear that your router that cannot connects is the EA 7300. All right. Can you tell me first what status of
10:00
Speaker 1
The what? You mean the light? Well, I have a it says link says and it's a white white light that says link and below it, it says EA 7,300. Yes. You're talking about the link sys light that says link. Yes, it's solid.
11:00
Speaker 2
what color is um color is the light color of your router yeah on top of the router there should be a light so the light is solid it's not blinking yes okay try uh to log in
11:00
Speaker 1
Yeah, it's hard wired into the router right now. Okay. Okay. I've unplugged it.
12:00
Speaker 2
Do you have a computer, Alex? Desktop computer. Okay. All right. I need you to access your router's interface without connecting to your Wi-Fi. I need you to unplug your router from your spectrum, your internet box, because we're going to access your router's interface offline. Let's see if we can. Okay, now on your computer, I need you to open a browser.
12:00
Speaker 1
okay okay it's going to be long yeah it's going to show up site same thing site can't be reached my my computer is connected to the router and then the router was connected to the modem but now it's unplugged [silence]
13:00
Speaker 2
And then type in 192.168.1.1, and let's see what the page will show. 192.168.1.1. Hit enter and tell me what do you see on the screen. So that's weird because you are your computer is already connected to your router through a cable. Let's try to type in [silence] M-hm.
13:00
Speaker 2
Yes. Uh, that's fine because we're going to access your router offline without any internet connection. So that's why I let you unplug your router from your modem box. So let's try to type in the full, uh UI path of your router. I need you to type in HTTP//192.168.0.1/local/dynamic. Yes, DYU[ silence ]
14:00
Speaker 1
Okay, press enter. Pops, I'm on the other line. Can I call you back? Or is it an emergency? Okay, it's still loading. [ silence ]
15:00
Speaker 2
N-A-M-I-C-i. I'm gonna M-I-C-i. that ending text. and tell me what they see in the screen. [silence]
15:00
Speaker 1
Okay, same thing. This site cannot be reached. It's not, it's not. Hold on. Let me do one thing. Let me put this into a new browser. Ah. Keeps loading. And then trying to load again. Let me do this. Let me get rid of this. I'm going to put it in a new tab. All right. Site cannot be reached. Uh, it looks like it's still trying to load, but it shows the site cannot be reached. So it's still loading. Yeah, it's uh, it's saying site cannot be reached. It's trying to load again. It keeps then trying to load again. [music] [music] [music] [music] [music] [music] but it's saying the site cannot be reached. I did, I did earlier. I mean, I can do it again, but I already did a reboot on it. Yes. Did not help. No, we don't have internet we don't have internet outage right now. No. Oh [music]
16:00
Speaker 2
And you already done a power cycle on your router, right? And also your modem? Hm, yes. So, it's still not? Did you experience a power outage or an internet power outage prior to not being able to connect? Hmm. Right. Let's see. Do the then since we could not access your router or what we're going to do is
17:00
Speaker 1
okay Yeah, it's not, hold on one second, please. Yeah, it's not working, it's just not connecting. So how do I reset the router? You want me to plug it back into the modem? Hold on. It's a pretty tight space. How's this possible, man? This is stuck on.
18:00
Speaker 2
Do a reset on your router and reconfigure it again.
18:00
Speaker 1
Yeah, hold on, please. I'm in a tight spot here. It's not like I have open access to it. I'm going to plug it back in. Let me find the reset button. So, I have, I have to actually stick something in there. Hold on. It's a red hole. So, I have to actually. How long do I hold it for? Okay. Okay. All right, I did that. Let's see what happens. [silence]
19:00
Speaker 2
Press and hold the reset button, because it's a small pin-hole button, the reset button. [silence] Press and hold it for about 10 seconds and then release the button and just wait for the router to reboot. Its light on top should blink and then once the light stabilize.
19:00
Speaker 1
It is. I just, I just plug it back in. It's physically connected. Uh, it is. And it is, yes, both are connected to the right spot. Okay, now it's stopped flashing. The link says, this is solid again. Do you want to try again to connect?
20:00
Speaker 2
And let's also check your physical cable connection if your router is connected to your spectrum modem. The cable. So make sure that the cable is plugged on the Internet port, the one which is a yellow label. On your router. Yes, open a web browser.
20:00
Speaker 1
Okay. Okay. Now it's showing Not now I'm getting a sign saying not connected. Hold on. Say again. Well, I mean I've got the my email on. Hold on. It's saying I'm not connected at the moment. I got I got a little a little uh window on the top that says not connected connecting informant. Let me look down here and see. It's saying. Can you give me one second, please, cuz I'm trying to so one thing at a time. Right now my computer's showing not connected for some reason. Modems on. Router's solid.
21:00
Speaker 2
All the tabs you open before and open a new browser? You use, are you using your computer? How are, I use your computer? Are you using your computer? Are. on your computer all. Okay. Okay, that's fine.
21:00
Speaker 1
but it's showing not been actually so, if I try to, if I try to open a tab and connect, it's not going to work. Cuz it's showing not connected for now, for some reason. I mean, it wouldn't be up there for no reason. Let me see what else I got going on. Let me go here to my, it says airplane mode. Okay. Well, I'll try doing as you say I'll close my I'll close my tabs. Let me go back on my browser and I'm putting in the 168, correct? 1, one six eight.1 one, one. Okay, right now it's it's just not.
22:00
Speaker 2
okay. that's fine if you're connected. yes. one nine two, yes. dot one, six eight. yeah, one nine two dot one, six eight dot one dot one.
22:00
Speaker 1
even loading or anything it's just going so some for some reason I don't seem to have Wi-Fi connection right now I don't um it's connected yes going here not connected offline I'm not sure why
23:00
Speaker 2
Okay, uh are you using your phone or your computer? Okay. Uh, since you're using a desktop computer, your desktop computer should be connected to your router by a wired cable, right? Uh so, uh, you don't have to connect to a Wi-Fi because uh an ethernet cable uh automatically your computer could connect to your router. Uh, check your settings, internet settings. Uh, select the ethernet connection, not the Wi-Fi connection. Because you are using an, a cable, you're you're connecting your computer directly to your router. Okay, that's fine. If a
23:00
Speaker 1
Okay. So what do I do now, ma'am? So I did that already and it's not, it's not even loading. It's not doing anything. Okay, hold on a second, please. My router, I, I.
24:00
Speaker 2
I'm sorry. As long as you're connected to your router. Because we have reset your router. So it's not yet set up. So it will show its offline or no internet access. mmm no. So once you make sure that you are connected to the ethernet and not to the Wi-Fi. open a web browser and try to type in the 192. If that doesn't work, we can try myrouter.local. myrouter.local.
24:00
Speaker 2
Smy router. My router. That's point local. L o C a L hit enter. Let's see if you can access that site, okay? On your phone, Alex, can you go to your phone? Wi-Fi settings and sorry. Yah,
25:00
Speaker 1
showing Spectrum mobile. Let me see, and I don't see, oh, I see the link says for 16375 and it's asking me to put in a password. Okay. N F H P J J D T A J. N F H P J J B T A J. Okay, now it's showing connected. Okay. Okay. Wait for me one second. [ silence ]
26:00
Speaker 2
Okay, try to connect to that. And then, try to type in the Wi-Fi password of your router, the one indicated at the bottom of it. Okay. And then, uh try to open a browser on your phone. Uh, try to type in 192.168.1.1.
26:00
Speaker 1
192 dot 168. 1 dot 1. Oh it went okay. It's working on my phone not working on my computer or whatever odd reason. Okay. All right. I see the link sys Linksys Smart Wi-Fi set up. Okay, do I have to click on the I have read and accepted the license term part? Okay, and then click next.
27:00
Speaker 2
mhm Okay, just follow the uh, instructional guide. Yes, yes, you have to click that. What does it ask you?
27:00
Speaker 1
Okay, it's still loading. Okay. Getting updated update information for your router. Update for your router install future router updates. Next. Okay, it's giving me the Wi-Fi name, the password, the Wi-Fi name 2.4, and password. I'm fine, I'm fine keeping the password the same. That's no problem. Okay.
28:00
Speaker 2
Okay. Okay. On that page, you can actually edit that. Uh, you can, uh, move your mouse or tap on the field of the WiFi name. Okay, so you want to keep it the same, then you can proceed to next.
28:00
Speaker 1
Yeah, it's, it's loading slowly. So, please bear with me. Can it, update the technology automatically? Or is it hardware technology? I paid a lot. I didn't just, I didn't use it enough. So give me a second here. Let me do. Okay, so it's updating, while,
29:00
Speaker 2
sure. Yeah, because this router actually is an old uh model from Linksys, uh comes from E series and they're using uh an old technology compared to the newer Linksys router we have uh I don't think it will uh have uh any more update because that router a model EA7300 already reached its end of life last 2023 meaning uh
29:00
Speaker 1
It's saying updating wireless settings right now. Okay, create a router password and add a password hint. Okay. Oh, I should not use the same one that's underneath the, uh, that's actually on the label? I see. Okay, I'll put in one. [silence]
30:00
Speaker 2
Okay. Okay. You, uh, need to create a router password, because the router password is the one you use to log into that web interface of your router. So... it should be case-sensitive, at least ten characters, with letters and numbers and a special character. Yes, it's different. A Wi-Fi password is the one you use to connect to your internet, but the router password is the one you use to log into that router's site or interface. [silence]
30:00
Speaker 1
Okay. At a password hint. [silence] Okay. Your router is set up. It says WiFi name, LinX if, 163375, password, which is the one that's on the label. That's for the 2.4 gigaherts and same thing for the five gigahertz.
31:00
Speaker 2
characters, with numbers and letters, and a special character. And make sure they are not repeated. Okay, you can create a hint for that so that you will remember your router password. Okay, and what does it said next?
31:00
Speaker 1
Okay. And it says, create your linksys smart Wi-Fi account. Oh, thank you. Oh, got you. install the app. OK. There's no next option here. If linksys smart Wi-Fi does not support your browser, install the linksys smart Wi-Fi app for Android to continue.
32:00
Speaker 2
Okay and then click next if uh the page is done. Okay there should be a uh skip uh for now. You still uh skip um button for that? Yeah. No uh you can just uh proceed on the next. There's no need. So what does the page say? I see. That's weird uh it's asking you to download a links Translate this audio.
32:00
Speaker 1
yeah [ silence ] on my on my on my cell phone [ silence ] okay let me go on youtube
33:00
Speaker 2
This app when your router actually does not support a links that have because as I mentioned it's an old. type of router and it's using the smart app reset. Let's put that on hold first. I want you first to since you're already connected to your Wi-Fi name and password on your phone and it's the same Wi-Fi settings you didn't create or edited your Wi-Fi name. I want you to open a new browser like YouTube or Facebook or Yahoo.com yes on your phone. Let's just confirm if you're if you can able to access your internet.
33:00
Speaker 1
Yeah. I'm able, I'm able to, uh, I have Wi-Fi connection with, uh, with my, uh, my phone. No problem. Okay. Now right now, my, my desktop is connected directly to the back of the router, which is connected to the modem.
34:00
Speaker 2
Because when the, or when your router's interface, I'll show you that your Wi-Fi is set up, I think your router is already configured. Okay. OK, that's good. Let's try to do your, to do to, let's try to connect your computer to Wi-Fi, and let's see if it works. OK. Uh, I need you first to unplug the cable connecting.
34:00
Speaker 1
Okay. Let's see where, hold on. You have to give me a second cuz I don't have room to see what's connected. How? Okay. Well, that's my printer. Hmm. Bear with me one second. Let me see how my computer is connected directly to now on. Okay, that's my printer actually. I have. Oh, that's to my monitor. Hmm. Okay, so I was wrong. My computer is actually uh my computer is connected to Wi-Fi.
35:00
Speaker 2
your computer to your router. Let's connect your computer to Wi-Fi. Let's just see if your computer could connect. Yeah. [silence] Mm-hm. [silence] Mm-hm. [silence]
35:00
Speaker 2
I see. [silence] Mm-hmm. So your computer [silence] I see. So your computer is not connected or hardwired to your router. Okay. Okay. Now let's uh connect your computer uh wirelessly since it's not wired, go to its internet settings or wi-fi settings. Yes. [silence] altogether. On your computer, um, connect to its Wi-Fi. The Wi-Fi name of your Linksys router. If you can see the Wi-Fi icon at the bottom of your computer. Uh, can you, OK, click on that Wi-Fi icon.
36:00
Speaker 1
Available networks. Ah, okay, here we go. Okay, here it is, so I can connect that way. Let's see, connect, automatic, let's see. I gotta put in a password. Okay, let me put in that password. I'm connected on my phone. Yeah.
38:00
Speaker 2
Mm-hmm. at a c c Mm-hmm. uh, the Wi-Fi password of your router, okay? Okay, that's good. Try to open a website, just like YouTube or Yahoo.com to confirm you can access your internet.
38:00
Speaker 1
All right. I'm connected and it's working. What are my problems with having such an old router? What are the features that I would have on a new router? Is it in terms of speed, in terms of connection, what exactly am I losing by having an old router?
40:00
Speaker 2
Okay. Okay, that's good. So we already have configured, reconfigured successfully your router, Alex, and your devices could now connect to your router using the router's default Wi-Fi password on Wi-Fi name. So, well, uh, just like when you were setting up your router, it instructed you to download or install the Linksys app. Uh, the new router we have, had the application software on phone, the Linksys app were in we can just, um, one tap you can just...
40:00
Speaker 1
Oh, I see. Okay. You, uh, the new router you would just, just tap right in rather than having to go through the process we did to the interface correct? But what other disadvantages? I mean is this router not transmitting as fast as it should or, what's the story? Right.
41:00
Speaker 2
uh, log into your routers settings and make some changes on its wi fi name. Yes. Yes. You can just, it's like an application. Your router is using an older technology compared to the new ones we have now. I think your router is still using wi fi five and the newest router we have now is already using wi fi six and wi fi seven, which are the latest wi fi technology. And they're also have more enhanced performance and connecting to your internet or performing.
41:00
Speaker 1
I got you. OK. All right. It is yes, it was worth $15. Thank you for your help very much. OK, great. Thank you. Bye.
42:00
Speaker 2
like loading, downloading videos, streaming videos. Uh it will not have any issues with buffering or loading the website that you are accessing as it has the latest Wi-Fi technology and a faster internet speed. And, mm-hmm alright. So, uh everything's good now, alex your devices. Your device is good to go. Yeah. You're welcome. And thank you also for calling linksys again, alex. And it's my pleasure, cccs to you. You've been great also. You've been patient and you've done waited and troubleshooting your router. So, thank you. Yeah, have a great one too. Bye.
42:00