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 out of warranty, 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. [silence]
00:00
Speaker 1
Yeah, I have several Linksys devices and I was trying to use the app that I know when I first installed them, it was a pleasure to have all the features and now, the app is not responsive at all. I'm trying to identify some of the smart devices that I have and change the names so I can catalog them. I can't make a change. Won't let me save anything. Well, it's not an internet connection. It's on my app. The app gets hung up and it just goes, you know, it doesn't respond and I'm trying to change some features. I want to, you know, reserve one of the IP addresses and I, you know, in terms of the Mac addresses or connections, trying to. I want to put to set it to make that. I can't set to the static IP. It doesn't allow me to do it. What's the problem with it? The app is just not fast enough and it's not responding. So, I'm trying to change the name of my smart devices so I can find my culture and have some terminology, but I can't do it. Okay. So it's just that a regular issue. This is something that I miss because I speak with my network and I have a bunch of smart devices attached to it and I can't do that because the app is completely frozen. Not frozen. It's just not responding as I'm talking about. So, I'm just trying to find out what is the particular reason for this. Because the other apps that I have from other devices are working well. So, something with this specific brand that is paused and I'm trying to find out the solution for it.
01:00
Speaker 2
Thank you for calling, Linksys. This is Carl LaHau. May I help you? [silence] Okay. And by the way, sure. Not a problem with the internet connection right now, correct? Mm-hmm. Mm-hmm.
01:00
Speaker 1
You know, I have a lot of smart light bulbs and I want to put what they name them, I can't change any of those names through my desktop or the app. Um, no, I've I've called before. I know that they help me install, uh, some VLOPS and then I've replaced those. I guess in the past year with an upgrade, I can give you one of the serial numbers if you need. It's 904-262-4347 and give you my email address. [At] gmail.com. Yeah, I want email.
02:00
Speaker 2
Okay. All right. So before we continue, let me just create a record. Have you got linked us before or this is the first time? Okay. Okay. our can I have just your phone number sir, let me try to pull up your record. Okay. Okay. It's uh, let me just check uh, you got the correct uh phone number 904 262 4347. And then, um, Okay. All right. I was able to pull up a record.
02:00
Speaker 1
everyone. Ms Roth, right. Ms Roth. Yeah, yeah, yeah, I'm looking to have, I should have registered the device. It's a model X5500. Yeah, no, I think it's been in the past year. I mean, I know I upgrade, I had to replace what I had. I had the VL500s. I don't know what you call this, but I had three of these that I bought. No, no, no. I have three devices that are like that. That is actually...
03:00
Speaker 2
First name is Jack, last name is Mizrani and email address is JN Mizrahi at Comcast.net. Correct. Yes, it's an MX 5500. OK. Um, how long you had this router, sir? [silence] Yes. Um, like three years already, four years.
03:00
Speaker 1
Yeah. Yeah, and I replaced the VLOPS just because they, the, the VLOPS I was having some issues with. Let me see what, maybe, maybe the VLOPS are different numbers, uh, not to be, maybe that's what I replaced. I can't remember. It's been, well, I have, here's another one I'm looking at. Let me see if it has the same number on, uh, I need to get some new glasses. Uh, yeah, this is the 5500, too. So I have, I have three of these 5500 or four, I actually have four, I think. I have one, two, three and one upstairs, plus the one I just told you. I should have, I mean, did I not register them all when I
04:00
Speaker 2
So, uh... You said there's three devices in the one pack? So, um... Again, the device is a N EX 5500 and it says the serial number is... [silence] Um... No, it's because...
04:00
Speaker 1
Well, okay. But the problem I have is let's just talk about my problem. So I have all of them are the 5,500 that I have when I look at them. So what's the problem with the app? I mean, how can I get that resolved? [silence] Well, even if it's not in warranty, the question is is whether what's wrong with the app y'all discontinued the app? I mean, as [silence]
05:00
Speaker 2
The device that I have in here in your record is a four three K for kilo one zero M for Mary number two and then B for Brian. See for Charlie two. Okay. But before we continue, sure let me just verify with the device that you have because we need to validate the warranty first of the product. Um again the device that you have right now um I'm not sure for this router that you have is not yet discontinued but
05:00
Speaker 1
I posted on the Internet, and it says here while I was talking to you, link Sis Wi-Fi, it says the internet connection is down. Log in with your router password. Service is not available. You know, it says internet connection. Okay. Well, I was using my phone. That's what I imposed. So the question is, why isn't it letting me do that? Are y'all having problems? I know that when I used AI, they said there's some known issues. I mean, for example, I have 147 devices that are offline. So I go to put a check mark by it, and it just doesn't update. It doesn't let me delete any of these things. Now I'm thanking you.
06:00
Speaker 2
Yes, because the link, the Linksys Smart Wi-Fi.com, sir, the website is no longer. It's already been discontinued. Mhm. Okay. So to access the router is you need to use the router access on your app. Mhm. Yes. [silence] You can use the app to access. [silence]
06:00
Speaker 1
I'm in the app right now. I mean, I'm on my phone. I have, I'm looking at my phone right now. And it gives me an option for my offline devices. I'm just taking one of the things that I have. Whatever it does, it seems to keep them here forever. So I'm just trying, I know also, I mean, it's just, it's not responsive. I mean, I, even when I click on it. I have an iPhone. It's pretty new, the iPhone that I have. Let me go back into it and Are there... All right, let me get I'm not even sure I can read it, but let me go back to my, my thing.
07:00
Speaker 2
Sure, but it will be a local access, like to log in with the app is, do not use your email address. Use the router password. [silence] But before we continue, let me just verify the serial number of the router. Is it the four three K four kilo one zero M?
07:00
Speaker 1
Yeah, okay, that is, wow, that's even smaller. Uh, the password, no, it's not the password. Wait, why do they make it so hard? 4-3-K are the first three and 4-7-1-0's the last four. Yeah, yeah. Right. Yeah, that's the one I have. I mean, the device is are working fine but that's not the problem. The problem is that I- the app. The app's not working. You have a record. I'm trying to think whether or not I bought the other three
08:00
Speaker 2
Let's go with the parent node that you're using. the one that's connected to Comcast. It's two four seven one zero. That's the last like five digits, right? So yes, that's the device that you have in here. Okay. All right. So, um... Okay. But, um, how long you had this router? So is it buying three years, four years?
08:00
Speaker 1
[KEEP_UNCERTAIN] I I can't I really can't remember. Maybe I bought them uh I'll have to go back and look at my emails and see. I I just know that I had the that I had the VLQS that were three of those that I had to replace with I was told they weren't they didn't work as well with uh so I bought three more of what I had. So anyway, I'm going to here I I go into my app, type this in, getting routers settings. And it shows me I have 46 devices. The internet's online so the app is I can connect but I can't update it. I can I can I'm trying to change the name of so there were a few of them that I had the it's I don't know how it randomly picks up these Mac addresses.
09:00
Speaker 2
Uh-huh. What do you mean you cannot data approve it?
09:00
Speaker 1
addresses but it's not uh picking it and some of them have a name. I never renamed any of these and I was trying to identify um what the problem is where uh I wanted to set them uh to reserve the IP address as opposed to having them refresh because I mean I have Alexa devices and every day it's telling me um you know at random times when I ask it to turn on the light or something it says to check and see if it's plugged in uh it doesn't have an internet connection. and I just have to wait about 30 seconds and then it comes back on but it's just it's a pain. So a suggestion was made that I I uh have a uh can I change the refresh rate on this? Is that a possibility? uh Right. [silence]
10:00
Speaker 2
By the way, Sir, you want to rename those connected devices, right? Okay, make sure, sir, that that device is not offline, because you can only rename it if the device is on.
10:00
Speaker 1
they're all online, yeah. so if i wanted, okay, right now i have the devices, so how would i rename a device? i'm in the devices right now and and i have a i want to change the icon and i want to, i was able to change an icon on one of them and then it wouldn't do it for any other ones, it wouldn't save it. so right now i have one right now that has uh an icon and it has the word none, n-o-n-e with 5 gigahertz. so i hit the arrow. [silence]
11:00
Speaker 2
online it shows online did you rename it on other device device list ok before we do start here i also double check here your record that your device the mx 5500 is um like a
11:00
Speaker 1
[KEEP_UNCERTAIN] oh, really? So, uh, MSL, is that what they call it? It's possible. The one here, yeah, the one here in, I could've gotten the other three. I can't, I can't remember the more I'm thinking about it, maybe I did get them from a third party. I can't really remember. But I got them, I, you know, I did the upgrade in the past year, but that was, it may have, they, it may not have been brand new. It may have been somebody else's problem. But in the meantime, so you're, you can't help me with this app. [silence]
12:00
Speaker 2
ready out of warranty okay and the if the device is ready out of warranty uh complementary phone support is no longer available okay uh-huh okay okay uh-huh okay okay uh-huh I'm not sure I'm guessing on the first.
12:00
Speaker 1
it sounds very nice. I don't want to argue with your policy, but can you just advise me what to do? What's going to be the what you know, what is can I go online and find what to do because the app is not working on my phone? Well, I mean, I I I'm pretty good about technology. That's not the problem. I mean, the problem right now is it's not working. So, whether the answer is to uh is AI going to tell me uh I mean, I don't I I spent several hours yesterday trying to work with it and I'm frustrated.
13:00
Speaker 2
OK, we do have this AI tool that can be found on our website, support.zoltus.com, where you can also ask your questions, and you can get some instructions, as well as articles, and how to do the settings that you want on your app.
13:00
Speaker 1
so, I don't want to start another process. I mean, basically, are you a firstline person? Are you going to are you are you technically trained? I just want to know, do I need to? Is this app going to work, or it's not going to work? Because right now, it doesn't seem to. Right. I see all that, yeah. And I can do speed test. Right, but it won't let. won't let me. Just one second. Yeah, yeah. Okay. I'm on the devices. Yeah. Yeah. Yeah, and then it takes me to the uh change icon option. And it still has
14:00
Speaker 2
it well uh, but you were able to access the app and able to uh... see what are the devices connected to your network, right? If you, um, if you rename that the connected devices, sir, make sure that that device is, make sure that it's online and then you go t, uh, when you go to devices, when you go to devices, sir, you need to go to the arrow. Is there an arrow on the right? I
14:00
Speaker 1
At the top None, but I don't see how to how to change anything else. I can I can flip the icon. It'll let me change the icon and put something else there. But as far as the uh, but I went Now I can't rename it. It won't let me rename it. It says just change icon. When I go to change the icon, it uh just goes the little arrow goes around and around and around. So I'm saving it now. And it goes around and around and around. But when I press the name, nothing changes. Nothing doesn't give me an option to edit the name.
15:00
Speaker 2
But you can rename it, right? In the app, if the app weren't worse, you may try to use or rename it on the user interface of the folder, then after that, then probably you may want to
15:00
Speaker 1
All right, which user, which, what, where would I, on my desktop? Right, but I used to sign on to smartwifi, the smartwifi is not live anymore. Okay, I'm on your, I'm on your smartsyncer.com home, so. I don't see an AI, so where does it say? That's what I'm on and it takes me to the home page.
16:00
Speaker 2
Yes, You could use your Desk... for the meantime, access the user interface of the router. And there you may try to change it there. On the user interface, check if it will reflect. Yes. There's another way on how to access the user interface of the router. You can use our assistant that will guide you on how to access the user interface. And if you want to ask... No sir. That's support.linksys.com. You can check the [silence]
16:00
Speaker 1
uh, I don't see I see uh, chat button. uh, uh, okay, that's the assistant. Yeah, okay. So that's as good as I'm gonna get it? All right. So I have the MX, let me just, it's the MX 5500, is that what it's called? Okay. Uh, All right. So I will try and communicate with it. I thank you for at least getting me the web web. Uh, I I just don't want to get frustrated. So I'll see. I guess I can always post something on, uh, uh, linkus if I have to and just, if I don't get an answer, but yout nobody else has called about this problem?
17:00
Speaker 2
Um. That's quiet. Like the blue square with the smiley face. Yes, that's our AI sir. That is a self-help too. Okay, yes, MX50 500.
17:00
Speaker 1
Okay, so, uh, I'm going to put just MX 5500 router change, uh, name. Sorry. Sorry, well, this does give me something locally direct. The problem right now is my phone is on the Wi-Fi, which is fine, but my desktop's wired. So I need to I need to Okay, well, I'll try that. That's [silence] Okay, so, uh, I'm going to put just the MX 5500 router change, uh, name. Sorry.
18:00
Speaker 2
Yeah, how to, like, go to, go to um, how to access the user interface of the router. And it will guide you. And then you just, once you access the page of the router, the web page, there is also a device list there that you can um, check and try to rename your um, connected devices. But you must need to know first how to access the user interface of the router. Yeah, that's okay. But we suggest to use computer. Today, it will be much easier in navigation since that is a web-based um, user interface. [silence]
18:00
Speaker 1
That's helpful. In the meantime though, just on my phone, I was able to change the icon, but when I hit save, I hit it numerous times, it won't save it. And there's no way. So I'll go on the web and see what that tells me, but if I'm not, so what are my options if I don't get any answers on the from your smart AI? Okay. So, all right. Okay, thank you very much. I appreciate your putting me. Goodbye. [silence]
19:00
Speaker 2
Um... if you want us to walk you through on how to do it, sure. You may um, we have this paid connect service and that is only $15. for our one time non refundable technical support that will last up to 60 minutes. Okay? And but there is no guarantee that we will be able to fix the issue. In any case device found defective, there will be like, no refund or replacement. You're welcome. [silence]
19:00