Speaker 1
[silence] hi, uh, yeah, I was trying to connect my dual mesh router, but when I go to the, uh, search bar and type in the
00:00
Speaker 2
[silence] 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.linxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending. 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, [inaudible] Lanka Linksys technical support. My name is Dylan, I'm going to help you today.
00:00
Speaker 1
https://tTP my router.local nothing's coming up on the web browser. Is there anything the way you might be able to help me out with this? Just to register my router? Well, I'm attempting to set it up but it's not allowing me because I'm trying to register the router but when you have to go to the http my router.local um, it says follow on the screen instructions complete your router setup. You can also type in this number on the browser to start a setup. Um, nothing's uh, nothing's coming up.
01:00
Speaker 2
You mean to set it up? I see. Alright, so um, uh, just to confirm with you, is this your first time calling land?
01:00
Speaker 1
yes. got it. my full name is Nico. N E I K O. last name Ambrosio. A M B R O S I O. you got it. my email. my email address is N E I K O having one, A M B R O S I O at yahoo.com.
02:00
Speaker 2
I see. All right, so since this is your first time calling, let me just create a quick record here in order for me to assist you further. Um, Okay, so let's start with your full name. Okay. So that's Nico Ambrosio. Okay. How about your email address, sir? Alright, thank you so much for that
02:00
Speaker 1
Yep. Yep. that's right. right. I'm sorry. say that one more time. It's just because I was trying a different way where it's letting me type in these numbers and it actually something's working. So I just want to add. Yep. Yep. 192 168 1 1. It says in the address bar. Should I just stop messing with that and I could just I could just my bad. Here. What did you need brother? Uh.
03:00
Speaker 2
got it sir okay now can you please provide me the model number and serial number of your lynxis router? you mean the ip address? the one nine two dot one six eight dot one dot one I see um what what?
03:00
Speaker 1
All right, so the model number and the serial number, let me go grab that. It's got to be on there down there. [silence] I have a serial number here. Yeah. Uh, 38D-10MC-02-057. Yes, sir. [silence]
04:00
Speaker 2
okay. Okay, let me just verify it again. It's 3 8 D 1 0 M 5 9 C 0 2 0 5 7. Okay. Thank you so much for that one, sir. I may also know who's your internet service provider. [silence]
04:00
Speaker 1
babe, who's our Wi-Fi provider? Xfinity, yes, brand new out the box. uh. it's being.
05:00
Speaker 2
okay uh xfinity got it alright uh just give me like a moment uh to let me just finish up the record here just just bear with me um uh by the way, sir, is this your first time setting up this router? brand new off the uh of the box. So just to confirm when did you purchase this one?
05:00
Speaker 1
While it's been a few months. Maybe. How long ago do you think we bought this? Like maybe like four or five months. Before we moved to our new house. It was in uh, to be honest with you brother, it was in like the clearance section at Walmart. Yeah. [silence]
06:00
Speaker 2
Oh, okay, I see. Because based here in our system, the device is already out of warranty. But anyway, I-I-I will take your words. Um, I will proceed with the troubleshooting with you because normally we no longer I see Okay. No problem, sir. I-I will take your words and proceed with troubleshooting with you. Because normally uh-again we we no longer provide a troubleshooting assistance I mean a free troubleshooting assistance over the phone for out-of-warranty devices but in the event that we-were unable to..."
06:00
Speaker 1
So I'm honestly, if it wasn't able to get to work, I'll probably just go buy some new stuff, but I'm not really that's I'm not trying to warranty it out or nothing. I just want to see it to hopefully get it to work. Yep. Let's see, I'm logging in right now. Login. I just didn't want to mass nothing up if you needed to do something. It's attempting to log in, takes me to a black screen.
07:00
Speaker 2
So set up your router. and found out that this device is already defective? We probably need the receipt of the device or the invoice in order for us to proceed further with the next course of actions. Alright, sir. No problem, sir. Okay, so right now, what's uh, when you tried to like uh, log in to the 192.168.1.1, did something came out?
07:00
Speaker 1
yeah, yeah, it's plugged into the wall. and it's plugged into my, my, my machine. yeah, the, the, the router thing. no, no, I don't have a computer. no, I'm using my phone. no, yeah, I'm using my phone. 'cause on the paper that come inside the box, it says like you can just go to your web browser. says go to your web browser and follow the on screen instruction. type in that number in the browser. and start the setup by using the modem router gateway and then the router uses that says uh subnet already you might need to enter the IP address 10.0.1.1.
08:00
Speaker 2
and uh but always uh just to make sure you are connected to the Wi-Fi as well when you try to um search for the the computer also are you using your computer right now oh i'm sorry your phone okay uh-huh uh is
08:00
Speaker 1
Yeah, this doesn't seem to be a setup. LinQs. Yeah. Yeah. The Wi-Fi name on the back of the router. On the LinQs. Yeah, yeah. Yeah. The Wi-Fi name is LinQs and then 02057. Okay. Okay. I'll connect to it. No, it's not. I can I can try. Let me see.
09:00
Speaker 2
Okay, sir. Um, just to confirm, is your phone already connected to the Linksys setup? Uh, can you check what's the Wi Fi name? on on the back of your router on the Linksys router. Okay. Uh, can you go to your phone settings? Then go to Wi Fi. Is your phone connected to the the okay, you need. Yeah, you need to be connected.
09:00
Speaker 1
Okay, okay, then I'll use this password down on the bottom of the unit here. PEBCTP HW-PBTP-T00-Q820616. Join.
10:00
Speaker 2
Thank you. That broadcasting wi-fi, name in order for you to access the my router.local site. Yes, sir. Exactly.
10:00
Speaker 1
okay okay yeah do this uh so it worked so that myrouters.local that one didn't work for me last time but it did work when I typed in the number the 192.168.1.1 we'll do that again log in yes okay Okay let's see want to open up a new page.
11:00
Speaker 2
That's fine, sir. It's actually normal and expected. Um, it's it's just needed for you to access the my router.local. Then let's go back to the browser and, uh, type in the my router.local again. Yeah. Um, yeah. Um, how about this one, sir. So when you open the browser, you tap in, HTTP, colon, double forward slash, my router. Let's try it first now that you're connected with the, Linksys Wi-Fi.
11:00
Speaker 1
My phone don't want to work now. What's going on? Sorry, bear with me. My phone's not want to pull up my internet uh, browser for some reason. Uh, I was just trying to go to the internet to type in the http:// all that whole. Okay, got you, got you. Onto the address bar. Yeah. Not until like Google. My bad. You're right.
12:00
Speaker 2
What's the error when you search on, because they're you don't really need internet to access the router settings for you to configure your router. Mm. Yeah. Make sure that you're typing it on to the address bar. Yes, sir.
12:00
Speaker 1
My router.local yes right here. Click that. Yeah just not wanting to pull it up. [silence] honestly it's just showing me about a black like a my screen's black and it looks like it's like trying to load it but it's not pulling up anything desktop [silence]
13:00
Speaker 2
uh What's showing on the screen? Um can uh can you um step your your browser into desktop mode, sir? Yeah. There's like a uh three dots.
13:00
Speaker 1
OK. So, we do refresh. Is it only takes new tab, new private tab, bookmarks, or all tabs? I think because I believe it's what Safari. It's 13.
14:00
Speaker 2
depending on your your phone What browser are you opening right now? Oh, Safari. What's the make and model of your phone, sir? What's the model? iPhone 13. OK. OK. Uh, I think uh, for Safari and uh, iPhone 13, there's uh, a
14:00
Speaker 1
uh, here we go, here we go, uh, edit home screen. just to tell me, uh, This browser right here? This is Safari, right? Yes. he's trying to help me set it to, like, desktop mode. Do you know how to change the settings of my internet settings? He's trying to help me with that.
15:00
Speaker 2
H. Settings icon. So often shows us a capital. I mean, a lowercase a and the uppercase. a or a rectangle with a that line. Something like that. It's on the left side of the address bar. Then, then select request desktop site. Yeah, Safari. So, in the
15:00
Speaker 1
- there's like three dots but I told them oh, there you go. Is it that? No, Safari and Tennis display more TVs and suggest the web nearby locations. More. Okay, desktop website. Yeah, request desktop. Yeah. And then do the HTTPS.
16:00
Speaker 1
Okay. The double forward slash, those two lines, slashes. Yep. It says this content is private. The website may be impersonating My Router. You should fill your personal financial information. You should go back to the previous page. [silence] Go go back or show details or Safari warned you when a website has since it's not about All this may happen. It's a website of its big here or an attacker compromises your Connections. To learn more you can view the certificate or you can visit [silence]
17:00
Speaker 2
My router dot local. Mm hm, is there a continue option there? You don't have to worry about it. Um, yeah, show details. Mm. Mm hm. Yeah, then uh, with show details and then click I see. Okay. Do you have a different browser you can use, sir, instead of Safari?
17:00
Speaker 1
Can you pull up a browser? What do I do? Yeah, we're using the different browser. I don't think it's a Safari, right? No, I don't have a Safari in my life. Do it. Https. My local. What is it? Https. And then it's... I don't know. What is the? Let me go back. I'll show you. He's home. He's not, it's https.
19:00
Speaker 2
uh because up actually the the the the arrow that is um showing when you log in into the the Lynx's router using an https connection is um yeah uh HTTP s with an S mhm colon colon double four slash
19:00
Speaker 1
https and then it's my router.local yeah yeah it's not well it's just my router local didn't send any data. Yeah yeah we're using uh the laptop that my wife's working from Oh no it's not connected so uh so it has to be connected to the Oh uh. Can you connect to the link this thing? [silence]
20:00
Speaker 2
[silence] you're using a different browser? Okay. Is your laptop connected to the Linksys Wi-Fi? Yeah, you need to be connected, exactly sir.
20:00
Speaker 1
Never. She's not going to be able to help us with that because she's working. So. Give me just one second, I'm just going to try to connect this one to the Linksys Wi-Fi. I did not see the links. Do this. I thought that was just going to be tamping in the games. There we go. two zero and one give me just a second yeah a different laptop different one though let's see just connect for gcp gch w20q08 [silence] okay
21:00
Speaker 2
So what are you using right now? Still a laptop? Okay.
24:00
Speaker 1
Okay, connected. God. Here we go. H. h espacio, T. T. P. S./colon/forward slash/forward slash my, Robin? That local. Your connection's not private.
25:00
Speaker 2
Okay, click on advanced...
25:00
Speaker 1
Is there any reason why it's going to keep telling me your connection's not private and attackers might be trying to steal your information from my router.local, for example, passwords, messages, credit card.
26:00
Speaker 2
And then after clicking the Advanced clicked yeah, um, you may encounter, Yeah, you may encounter that warning message due to the browser, uh, searching for signed security certificates associated with the website you are trying to visit. Your Your router is not a website and does not have that type of certificate. That's why you're getting those, um, error message or warning messages. So there's no need to be concerned because your connection is, uh, secure and encrypted. So this error occurs only when accessing a router using an HTTPS connection.
26:00
Speaker 1
not secure. so hear you do that. your server cannot prove that. my router. local it's security certificate is not trusted by your computers operating system. This may be caused by a misconfiguration. that's all it keeps telling me. yeah. Okay. your continuous miss connection. once you heard it. okay she told me that. to turn off the enhanced. What do I do? Advanced.
27:00
Speaker 2
Yeah. So, um, did you click on advance? mm-mm. Yeah. Uh, did you see their proceed to my router.local? Okay. Just click, just click on procedure. [silence] Then hit on proceed. Yeah, advanced. Advanced.
27:00
Speaker 1
Oh shit. Hi Deadman. Proceed. Okay, let's get started. Let's get started. The setup Wizard will help you configure your router and get its connection to your internet, you will be online in just a few minutes. So press read that okay now it's asking for network name and then Yep, let's hit go ahead I'll stop interrupting you so.
28:00
Speaker 2
Oh, and then got on. Uh, then click on proceed. Okay. What can you see now on the screen? Okay. Are there any options to proceed or continue? Oh. Okay. So, you're now on the wizard setup. Just uh put your
28:00
Speaker 1
So, it says you can personalize your Wi-Fi network by changing the network name. Are you there still? What is the [silence] What is my network name? Oh. But then it gives me a password and network name pass. Okay. So, I don't know what this is all about. You can personalize your Wi-Fi network by changing the network name, password, SSID or signal strength. Sure to use these settings for your wireless devices. I can always change these. Just okay. We'll just [silence].
29:00
Speaker 2
So just follow the, the wizard setup. that's up to you, sir. Yes, sir. Just, just follow the, you know, the instruction. I mean, the, um, you know, the wizard
29:00
Speaker 1
Okay. Okay. All right, not a password. That's the DC. GCPHW20-Q 08 . 8 Peace. What's the issue? At least 10 characters in length. No spaces. Right. Create an admin password to access the web-based settings configuration. Is this oh this is me creating another password? Oh. I thought this was the it
30:00
Speaker 2
Mhm [silence] Yes sir [silence] The admin password sir [silence] The previous password that we're asked you [silence] Was your Wi-Fi password [silence] uh the admin password is your
31:00
Speaker 1
Oh, so it needs my current Wi-Fi password? Because I made a- Okay, because I just made two completely brand-new, like, names and passwords for everything just for this. That's fine, right? I don't have to use my old existing Wi-Fi stuff. Okay, cool. All right. And this can be the same. I'm going to just make this same, uh, this, uh, oh.
32:00
Speaker 2
Password in accessing the, you know, my router dot local in the future. so when you try to access it, uh, no, sir. Uh, you can also create your own administration. Yes, sir. Yep. Yep, Yep, sir. Okay, it's up to you there.
32:00
Speaker 1
All right, there you go. take a picture of this. All right. next. All right, connect to your new network. Use the wireless menu on your computer or device and settings below to reconnect. Setup will continue.
33:00
Speaker 2
Okay. Yeah. You go back to your, uh, Wi-Fi settings on your, you know, on your laptop and you look for, uh, for the the new Wi-Fi name you you created.
33:00
Speaker 1
Checking for an internet connection. Please wait a couple of minutes. Do you want to set up another node? Yes, there's one more. Is that another one of those same things that I have? Right? Okay, because I have two of them that came in the box. So then I will just do yes. All right, give your parent node a name. It will help you identify it. I'll just put that one as garage, because that one's in the garage. Mm-hmm. Yeah, yeah, because in my garage, it's kind of like my man cave.
34:00
Speaker 2
Yes, sir. Uh-uh. Yes. Your parent know, you wanted to put your parent know to the garage?
34:00
Speaker 1
Oh, okay. Oh, that's the one that's inside. Okay. So this is the one, okay. I'll just put that as uh, and then inside. Thank you. [silence] Apparent knowns inside, plug in your child node. Alright, wait until your child, no power. Line indicator is in the control panel. Thank you. Solably give it two minutes. All right, let me go to the garage real quick. I really appreciate your help man. [silence]
35:00
Speaker 2
I see. Uh, just to set your expectations, sir, the parent node is the one that is connected to your uh modem. That's your parent node. Then the other one yeah, the other one will be called your child node. Alright, sir. Alright, sir. Take your time. Sure, sir. No problem. You're very much welcome.
35:00
Speaker 1
Mmhm. ( inward breathes heavily ) Okay, you're blinking? should give it a couple minutes. Okay, perfect. We got a solid blue. light, and then I got a blinking orange light underneath. That is, an internet light that's flashing. I believe. No problem. Oh, sounds good. Oh, sounds good. Oh, sounds good. Oh, let me go check.
37:00
Speaker 2
Okay. Okay, sir. Just give it some time. At least two to three minutes for it to shut up and reboots. [silence] Is, um, [silence] Is a web viewers, I mean, is a web of interface still trying to look for the other road nodes?
38:00
Speaker 1
Plug in your child. If you're if you're setting up more than child nodes, be sure to add the child node at a time. So right now on my screen, it just says plug in your child node, like it said. And then we went up there and plugged it in. I can hit next. Should I keep next? Yes. So wait till your child no power light, uh, stops blinking, solid blue, so give it two minutes. We're on solid blue, so let's do next. 192 169.61 says press WPS button. For three seconds on your child note. Yes. but is out on the one outside floor.
39:00
Speaker 2
Yes sir? [silence]
39:00
Speaker 1
yeah one second let me run back upstairs all right I see it one two three and then I'll probably have to go back to the web browser correct got to my uh I should have just grabbed it okay [silence]
40:00
Speaker 2
All right. Yes, sir.
40:00
Speaker 1
connecting to child nodes. [silence] Where is the child, [silence] Okay, give me your name will help. [silence] Okay, let's go over the garage. [silence] [silence] Let's join your Wi-Fi. [silence] next. register your product once you register your product make all your Browser relationship email. I believe so. Now it's asking to just add my email to keep me updated with I think special offers. is that it? We're all done here?
41:00
Speaker 2
So, um, how was it, sir? What's the status of your child node now? Is it successfully added? Oh, okay. Yeah. Yes, sir. Uh, once you have input your email, sir, you, you may also, uh, actually, you may also skip that one or continue, then your device will check if a newer version is available.
42:00
Speaker 1
the important part. Oh yeah. Let's get. check. Perfect yeah. Did I want to do the check firmware thing or do I just click done? Oh yeah yeah yeah. It says to update. Perfect. Sorry I'm just terrible with this kind of stuff. You're all. Oh so basically when I do it I'll do the same thing here on the web and then hold that WPS button for a few seconds. [silence]
43:00
Speaker 2
and then make sure to check the automatic check box and click done. Then, um, once everything is finished, you just have to click on done and then that's it. You have uh successfully set up your Linksys Easy mesh router. You can click uh, I mean you make sure to check uh, yeah Mhm. Yes, sir. And it's okay, sir. And if you want to add Easy mesh child nodes later, you can uh either add them using the WPS button or through the web interface. Mhm. You can just hit on the WPS. The test button by the wiser for three seconds. Okay. So I use I thank we're all good now, sir. Okay. That's good. We the mm-hmm. Mm-hmm. All right. Okay, sir. That's good, sir. Oh, sorry. Yes? Mm-hmm. Oh, you can
43:00
Speaker 1
Router. Local. OK. That's where I go to. Okay. All right. OK. Thank you very much for your time. I really appreciate it. [sound of car door opening and closing then keys hitting a surface]
45:00
Speaker 2
you just have to go to my router.locl. As long as your device is connected to the Wi-Fi um, regardless if it does have internet or it has internet. As long as it's connected to the link that's that's Wi-Fi. It will go through. You just have to ensure that it's connected. Okay, sir. Yeah, sir. You're very much welcome, sir. And I've also I've already created a record of you here in case that you'll reach out to us again and I also, updated the warranty start date of your device. Um, which you've mentioned is like six months ago. So I set it up on December of 2025. So just to set your expectation, the warranty of this um model is only for a year. So [silence]
45:00
Speaker 1
That's fine, hey, I really appreciate it. Six months is cool, man. I really appreciate that. Thank you for doing that. Awesome. You too. Thank you.
46:00
Speaker 2
would probably by the December this year, Yes, Yes, sir. Okay, sir. you're very much and just don't hesitate to give us a call back in case you need further assistant. Have a great day.
46:00