Speaker 2
welcome to link involve 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 dot linkc is dot com please have your device serial number ready for assistance press one now for out-of-warranty products please have your devices 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 link is support G how can I help you today?
00:00
Speaker 1
And I just, does it just doesn't seem to be working. the modem's fine. I'm trying to access the router from my iPhone, you know, through the Linksys app. I am in front of the modem right now. cell number? That's coming right up. Let's see. the serial number, do you want the whole thing? It's 58W. 4Z/4B/BA. Is that everything you need?
01:00
Speaker 2
I um, and I'm sorry. What are you trying to access your device the modem or the router? Mhm. I see. remotely. I see. Okay. Let me just ask for the serial number of your linked device, please. Mhm. And yes, please.
01:00
Speaker 1
1-0-m is in Mike, the six is in dog 11-0-2-3. Yeah, I've been meaning to call back and I just had to have the opportunity now that I'm in front of the modem again, cuz I I work remotely. So I'm not always near the modem.
02:00
Speaker 2
Got it sir, let me just check on the exact- you know, can I pay. Just give me a couple of seconds. Thank you. Um, I see, I see, got it sir. Okay, so what you wanted to do is, sure, is access the, the Lindsay's app remotely. [silence]
02:00
Speaker 1
Yeah, get into the modem, you know, remotely. Yeah, Michael Ainsworth. A-I-N-S-W-R-T-H. Yeah. Uh, let's see. Five. Yeah. Four child. I'm sorry. Yeah. Yes. [silence]
03:00
Speaker 2
Okay. yes sir Okay so. before I proceed with that may I just confirm if I'm speaking to Mr. Michael? a it's Ok. sorry. I. yes sir got it. OK. so what I have here uh your device sir is an MX-6200 how many nodes you have in total sir? 5 nodes. all uh or, um MX-6200 or is it Yes sir. You have 5 nodes. Is it uh all MX-6200 or is it Mec?
03:00
Speaker 1
Yeah, they're all the same model. Yeah, one parent and four children. Correct. Yeah, the whole system's running good. Yeah. I'm sorry, say that again.
04:00
Speaker 2
okay, thank you, and your internet provider sir, is Mediacom. okay, sir, yes. yeah, sir, that's what I was about to say, sir. anyways, sir, yeah, I was able to confirm that we have the remote assistance, sir, for the links query app, actually, sir, our I just confirm, let me just check on the right information, okay? Can you give me a couple of seconds? Like a minute, sorry. yes, sir, I'll need to confirm about this uh issue.
04:00
Speaker 1
I'm sorry, who am I speaking with? Greg. I wanted to get a payment applied. And I've been, this has been like going over two weeks. And the first time I called and they said send it to the email. I sent it to the email they said. And still waiting [REDACTED_PAYMENT_DIGITS] days, didn't get a reply. And so Virginia on Monday, you know, she said send her email, I did, still not a reply. I need some kind of resolution. Yes. Okay. Thank you. [silence]
06:00
Speaker 2
Hello sir. Hi sir. Thank you so much for patiently waiting sir. So, I was able to confirm this um concern you have sir that you wanted to access the um
06:00
Speaker 1
So the Linksys, so I can't, through the Linksys app on my iPhone, I can't get to the network,
07:00
Speaker 2
The links Linksys Smart Wi-Fi remote access is no longer working it has it has been discontinued but it doesn't mean sir that the router is not working the internet is still up and running it's just that the remote access and links ap will be discontinued soon so that might be already the reason why you can't use it remotely. uh You might still be able to access it right now, sir but sooner that will be um discontinued right now sir we already uh our engineers already stopped doing um [silence]
07:00
Speaker 1
Okay, but I could access it. If I'm uh you got yeah. So we can't do it from remotely anymore. Okay, can you help me? Can you at least uh, okay I'm still in front of the modem. Can I uh, can you help me? Can you help me with the iPhone local access? Okay. Uh
08:00
Speaker 2
We have the updates and some customers don't have access to the app, remotely, but they can still access the app locally. Yes, local access. Yes, unfortunately. Yes. You can still use my router, the local. Yes, sir. Mhm. For the iPhone, sir, yes, we might be able to get to that, but can I just confirm, sir? Do you know how to set your iPhone browser into desktop mode?
08:00
Speaker 1
I mean, I have the app on my iPhone. And I'm on I'm on Yeah, I'm on the network and I have my app on my iPhone. Okay. Okay. Let me see, somebody Okay, connected to the CBC Mesh as we speak. some of those things someone works, but so I did that, What's so warning you as well. Okay, 10 days after and I didn't get no response. Let's see. So, winter gym, it'll all be in. And she said to send her the Okay, I got the app up. Well, wait a minute here. Some, some's no
09:00
Speaker 2
okay you have the app on your iPhone okay yes sir so can you do this one sure make sure that uh make sure to turn off your cellular data or your 5g network okay yeah sure so open your lances up Yes, yes, yes, go ahead sir. Mm-hmm. Yes, take your time sir, no worries. just uh. [silence] um uh.
09:00
Speaker 1
I reloaded the app and it's now asking me to recommend to allow local network access. I'm going to allow. Okay. Now it's asking for my Okay. It's now asking to log in. I missed something. I'm sorry. I missed some password. I got to set up for a password. H M M. Uh uh uh hang on. Yes, I'll need the router password. Um yes, I was. Well I think something goes
11:00
Speaker 2
yes. Yes okay andYes OK sir. Do you have an option to login using your uh router password? Uh you mean router password sir? Yes. Yes sir. Uh were you able to set up your router password before? Uh...
11:00
Speaker 1
I think something got screwed up there before. Hang on one second. Okay, so I'll put the put the my user ID in first, my email, right. And then I'll do a reset, no. Yep. Yes. Okay. Okay, and that's going to be on the bottom of the main modem, right. Okay, let me get it. [silence]
12:00
Speaker 2
Yeah, that's a question. Uh, there, you, will always have an option to do a, or create another router password if you just do a reset password. No, neither. For the router password, if you tap on log in using your router password, you will have a reset password option. Okay, if you tap on your router password, it will ask for a recovery key. Yeah, exactly, sir.
12:00
Speaker 1
Three six one seven nine Okay, I got it. Okay, let me get here over here. Let's see the account holder will be noted if this router password is changed continue. Okay, now I'll enter my new password.[silence]
13:00
Speaker 2
Yes, Mhm. Let me read bound. Was this cancelled? You just wanna. Yes, astronomy. They can go and we're going back to search team team what?
13:00
Speaker 1
Okay. Uh, if we, if we. Uh, yes. [silence] Okay. Uh, if it looks like. Yes.
14:00
Speaker 2
all right so okay uh you inside the app okay so for uh
14:00
Speaker 1
Okay. Well, it doesn't show any devices or nodes connected. All right, close the gap. All right, I closed it and reopened it, and I got an unexpected area. error says they gotta read oh it says I gotta restart the router then I get okay restart uh yes I do as a matter of fact let's see links is that where's the app [silence]
15:00
Speaker 2
What is the error code Sir? [silence] uh um restart the router. [silence] Sir, do you have a computer or maybe an iPad Sir that we can use? [silence] Okay. [silence] Yes Sir. [silence] Because um might be Sir that's also one of the um changes or that have been made for this thing to Linksys Smart Wi-Fi. [silence] Um let me guide you Sir on how you can get through the user interface for you to have access to local user on your computer or iPad. [silence] Not using the apps Sir, this is not the um uh using the app. [silence]
16:00
Speaker 1
Okay, I have the link this app. Okay, wait minute. Right now I'm on my PC. Oh, we won't. Yes, it is. And I shut the VPN off too. Okay, I'm there. I have the app on my PC, yes.
17:00
Speaker 2
Okay. On which device are we using right now? Sir? Your PC. We will not be using any apps here on your PC. We will use your. Yes, sir. We will use your browser rather sorry. Sorry. So is your computer? Sure. Is your PC connected to your Wi-Fi network? Okay. Yes. Okay. Let's get. Sure. Okay. So this will have access to the app or not anymore? I mean sure. Okay. We will not use the app. Please open the browser. Sir, on Transcribe this audio from the right channel.
17:00
Speaker 1
Okay, I got a browser open. All right, it says, what's my IP? Typically, they just bring up the. [silence]
18:00
Speaker 2
yes okay on the address bar kindly type 192 dot168 dot1 [silence] dot1 oh no sir where did you type the number sir did you type it on the search tab or the address the address [silence]
18:00
Speaker 1
On the top bar. Yeah, I typed in, what's it getting one nine two dot one six eight dot one dot one. Hit the windows I'm sorry. Af say it again. Uh, I've done it before, but not recently. [silence]
19:00
Speaker 2
Sure. Can you go back or can you go to the settings on your computer? Or this is Windows computer, or a Mac computer? Windows. Do you happen to know how to use command prompt? Yes. Do you know how to use command prompt, if your Windows computer? Command prompt. Okay. On the bottom of your screen, sir, you have these Windows icon. The four bars. Four squares. You have the search button here. You have that one. [silence].
19:00
Speaker 1
yep. okay, I get a surge. What am I looking for? okay, I brought up a command prompt. I p-config. Okay, I did it. It's pulled up a bunch of stuff. Okay, what am I looking for?
20:00
Speaker 2
Sir. Sir. Please, you said once you have, you have a search. Yeah. Yeah. On and on the search tab, search for. Search for CMD. Charlie Mike Delta. Kevin Mike. Okay. And then on the screen, the black screen, okay, of the command prompt, please, I type in IP config. Yeah, yeah, sir. No space, lower case. Okay, hit enter. Yes, sir. Look for default gateway, sir. Default gateway.
20:00
Speaker 1
All right. Default. Gateway. Is 192 dot. 1 9 2 dot 1 68 dot 1 dot 1. Yep. OK. And put that in there. 1 9 2. Something's not right here. [silence]
21:00
Speaker 2
IPv4 subnet mask default gateway. What's the number, sir? Yes, this is the same number we have earlier. OK. Open a new browser there, please. OK. And yes, same numbers.
21:00
Speaker 1
Okay. I got into the router. It says enter your router's password to proceed. Right. it's asking me to set things up which I'm going through [silence]
22:00
Speaker 2
Yes. Yes. Let's just go ahead. Sure. Let me know if there's any error message.
23:00
Speaker 1
It says it's saving, changes. All right, it's saying it's finished. So what do we do now?
24:00
Speaker 2
Okay, so let me just confirm, sure. you are right now in smart wifi tools. [silence] okay, so let me just confirm. sure you are right now in smart wifi tools. [silence] okay, so let me just.
24:00
Speaker 1
uh... about said that again uh... indeed I'm kinda network yes uh, well, on the iPhone, it says to restart the network. Or should I get out and just come back in?
25:00
Speaker 2
Yes sir, we are on smart wifi tools, right? okay, yes sir, so uh, it seems that you already managed to get through the uh, user interface here, so just in case you're, since we're we are now having problem with the um, uh, with the smart wifi, uh, app and there is no fix on it right now what you can do or what you want uh, what you need to do is just get through that page, same number and same password so you to be able to check your network.
25:00
Speaker 1
I'm confused what you're asking me. [silence] I'm going back into the app and saying getting router settings. yes no it says unexpected I keep getting an unexpected error restart router on my iPhone yes it's on the app so I can't okay so I can't use my iPhone at all okay so I just need to close this out
26:00
Speaker 2
Hello, sir. Is there any specific settings you wanted to change on your Linksys page? That's on the app? Is that... Yes, sir. OK. So, yesterday, it seems that your Linksys app, sir, is a part of our discontinued pages or apps, sir. And for now, sir, you can use your UI, your PC for you to get through the settings of your Linksys. Unfortunately, yes, sir. Yes. But you can always go to that page, sir. The Linksys page: 192.168.1.1. with the password you just created and you'll be able to get... [silence]
27:00
Speaker 1
OK. OK. So, if I want to change anything, I need to call you all? Yeah, using my PC. OK. But I still have to be on the local network, correct? OK, so any
28:00
Speaker 2
the settings. any changes? actually sir, this is way more complete sir, than the Linksys app. you have everything, every settings here. no need sir. if you yeah, if you need assistance, yes, then you can call us back. or if not, then you can get through that page 192, 168, 1.1 with the password you just created and you'll be able to get to get back to that page for you to do the changes. yes, using your PC, sir. PC or iPad. laptop, yes. yes, just local networks, sir, because uh, why Wi-Fi remote access is no longer working. it's discontinued. [silence]
28:00