Speaker 1
Uh, what's your name? Hi, Joey. Uh, the reason that I'm calling is, uh, I need to, well, for some reason, I think something happened that I cannot get in logging into my router account because I need to change some features in the app. [silence] But I've
00:00
Speaker 2
welcome to link sus support to ensure quality service 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 lynces this is joy will can help you today?
00:00
Speaker 1
set the password and everything else I follow the the directions that I looking online but it's not allowing me to log in so I would really appreciate you can unblock it or I don't know what is it so so I can change some stuff on into the app yes into the router yes yes yes okay and where do I go from there in that login like you just mentioned
01:00
Speaker 2
Okay, on logging in. Okay, logging into the Linksys app. All right. Just to verify, Ma'am, is this miss Liliana Baker? Okay. All right, on the Linksys app since the email and password option is not working anymore, we can try to log in on the option router password.
01:00
Speaker 1
do I need to go, which link? I kinds of lost you in that part. Well I have both, and I cannot log in into both, like I say, you know I need to change some futures and I try to log in in my phone and it says, no, so I came into my computer and it still no, so that's why I am kind of frustrated, I don't know where where to go, because I already in the website that, you know, home website, and it says access You
02:00
Speaker 2
[silence] um, um, [silence] Are you talking about the links app on the phone or the website on the computer?
02:00
Speaker 1
Rautod and I put the access, you know, my password, my password, but it's not. It says incorrect and I had sent password for many years. I haven't changed it. Okay, hold on. No, I don't. That's the
03:00
Speaker 2
A router password, madam, is different. Like, it's an administration password. So, it's a different password than your Wi-Fi password that you have for many years. So, you can try to use admin or admin as your password. [silence] So, when you log in, it will ask for a router password, right? You try using admin, A-D-M-I-N all in lowercase, but if that will not work, then you must have a different password.
03:00
Speaker 1
I don't have any different password like I I've been using that for many years and it always seems to the same link, access now and I don't see any any other option. It's just here says, to log in with your LinkedIn Smart Wi-Fi account, click here. And I already had an account, so, I don't see. Can you give me then the that um, address? Maybe I can try it that way. Okay, hold on. 16a.11, correct? [silence]
04:00
Speaker 2
The Linksys smart Wi-Fi account is no longer working, so we can only log into the router using the local access. Same address, ma'am. 192.168.1.1. It will still route you to the same. [silence]
04:00
Speaker 1
Yeah. Okay, you mean login admin then. Oh gosh, okay. But it just sent me to a different website. It says 192.168.1.1. It says router network, is that one? Is that one? The link is dead. The link is dead or whatever. It is. [silence]
05:00
Speaker 2
Does it're showing Some? What is its interface? No ma'am. It must direct you to a login page. On Linksys, what website did you use earlier?
05:00
Speaker 1
Router name. So, that's the one. [silence]
06:00
Speaker 2
When you use one, uh, that, IP address as website, it must direct it to a log-in page. Make sure you input that on the URL bar, not on the search bar. [silence] Yeah. You must have, like, you must enter the router password.
06:00
Speaker 1
yeah but and how do I do that I need
07:00
Speaker 2
If the router password that you are using is not working, that means, you really have a different password when you installed the router for the very first time. Since we don't have like, a recovery key on your router, we cannot reset your router password. And the last option that you need to do is to have a full factory reset and reconfiguration of your router. Like, you will reset your router back to its default settings, that it will disconnect or erase all the settings from your router. So, you need to set it up again using the computer. If you're okay with that. If you cannot really login.
07:00
Speaker 1
less sorry it just a lot to process Okay to access to my router you say what I need to do with my router and start Oh
08:00
Speaker 2
it's asking for like a router password, right? So if the password that you are using is not working, that means you have a different administration password. But if you can no longer remember it, you need to reset and set up your router again from scratch, like setting up a new router. We cannot... We cannot reset the router password because your router doesn't have a recovery key. So the last option that you really need to do is to reset the router entirely back to
08:00
Speaker 1
And how do I do that? Okay, yes, hold on, I'm resetting it right now then. I, I guess I don't have any option, because you know I had a kid that I had to also block something, so. Okay, I reset that.
09:00
Speaker 2
It will erase all. You just have to push the reset button at the back of your router for 30 seconds. Your router will disconnect from your network. So you no longer have internet and then it will go back to its original name and password that you can see at the bottom of that router. Then you need to set up your router again. If you're okay with that. Mm. But um um before you do that, ma'am, since this router is no longer under warranty
09:00
Speaker 1
But how, I mean, how do I, I'm supposed to enter that I already have access to the account? I've never had a problem with, with my router or to logging into my router to change my, to change my features. So, um, then there is nothing wrong with my router. It's just, you guys blocked the internet. account and that's the one that i need access to the account you're gonna but why it's not working anymore when it was when it was no it was working a couple weeks ago it was working fine i was able to log in and i was able to you know to change one pictures and you know parents of control and stuff like that for security purposes and then after the blue try go back again and i don't have access to my router so and that's that's that's when it comes the issue so how you guys did that
10:00
Speaker 2
um we did not block the accunt um we did not block the account ma'am we did not change anything it's just that you have to use your router password because the email and password option is not working anymore because before you like i don't
11:00
Speaker 1
Not my end. I have internet. I had everything. It's just I don't have access to my router. And I should have access to my router. It wasn't like I said and it wasn't I always had the same one and I never had a problem with my router until You know, like I told you, I had the same password for many, many years with my my access router password. That's why I know I used to log in with that with my access router. And then in, yeah, exactly. I didn't change it. So that's the thing. I haven't changed it. So even in the in the app, when I got to the app, which is you know, I have in my com.
12:00
Speaker 2
The password that you are using for your account is different password than the router password ma'am. How did you log in before? If you did not if you did not change that you must have accessed
12:00
Speaker 1
Computed and my app, I can quickly, you know, check that, you know, which devices, you know, are connecting to my Wi-Fi and stuff like that. So I was able to do it. But now I can't even do that. So I can't even log into my email address unless my password. So it's something going on. But even though, you know, when changing that, it's not, it doesn't give me access. I already did that I can't
13:00
Speaker 2
10 minutes. it it it it will really not accept your router password man that's really the last option that you need to do if you like reset your router back to default settings and then set it up again it you can access the web interface it will allow you to access the web interface [silence]
13:00
Speaker 1
I'm just trying to do that, but it's still not. That's... Uh-huh. Yes, I know. Yes, it goes... It goes... Like I said, I already did that, too. And it still doesn't allow me. Well, no, I never said... Yes, no, no, no. What I'm saying is the Wi-Fi. I reset the Wi-Fi, but I didn't reset the router. So... And then you say, now, if I reset the router, which is pressing the button in the back, that's what you said, right? It will take me back to the original thing, right?
14:00
Speaker 2
like I told you once it will go back to its default settings you need to set up your router back like setting it up again like a brand new router so once you set it up then you can log in you said you never reset your router like how did you reset and set that up
14:00
Speaker 1
Okay, and then, from then, I go to the same website, same same, sam, same, same thing, or same. Yeah, okay, then from there, where do I go after that? Okay, if it doesn't send me to their administration password, if it continues popping the access router website or a screen, I would say, what do I do? Because I'm. [silence]
15:00
Speaker 2
Yes, ma'am. [silence] Yeah, same website. [silence] Uh, once you access that website, it will allow you to set up your router. [silence] It will give you the on-screen instructions in which you need to name and put the router password that you want. [silence] And then um you can make your new router password for administration for login purposes. [silence] Um, it will not uh be ma'am since um we no longer require um email and passwords.
15:00
Speaker 1
Okay. Okay. so yes Lisa will really appreciate it Thank you
16:00
Speaker 2
[KEEP_UNCERTAIN] [silence] For the setup process, I can send you the email instruction for that. For thorough setup process, I can send you the email instruction for that. Okay. [silence] Let me just send it to you. [silence] Just a moment.
16:00
Speaker 1
Yes LilyZBaker@gmail.com. Okay um I just reset it but for some reason
17:00
Speaker 2
email your email is Lily Baker at gmail.com, correct? Okay. So this is the step that you will be following after you reset the router. So I already sent you the instructions.
17:00
Speaker 1
I'm not finding the network or, you know, the device, the router. Okay. [silence] Okay.
18:00
Speaker 2
Yeah, the network name will go back to Linksys. then if it will ask for a password just use the password that's at the bottom of the router and you use the same website. Once connected it will show you like no internet connection. Then you visit the website that I gave you earlier to do that to start the set up process. [silence] So you can still reuse your old Wi-Fi name and password so that your devices will just reconnect automatically once you set it up. And then remember your router password.
18:00
Speaker 1
Yeah, it's not finding the, It's not finding the router. Okay, no. Okay, now, now, now I see in it. Okay, now I see in it. Okay, then, Ah, okay, let me find out the password. Okay, okay, which name do I put in the computer? Okay. Okay. [silence]
19:00
Speaker 2
[silence] [silence] [silence] okay, so just connect your [silence] computer to that name. [silence] [silence] connected computer to the name Linksys. [silence]
19:00
Speaker 2
Okay, and once connected, you visit the website 192.168.1.1. Mhm, yeah. [silence]
20:00
Speaker 1
Okay. Okay. Okay. Hey, up here. It says linkedis my wife had a setup will help you to set up is that one. Okay. Oh, please don't go. [silence]
21:00
Speaker 2
Yeah, that one. Just agree with the terms and conditions, then just click Next to start the setup process. Then just follow the on-screen instructions. That is the same instructions that I sent you through your email. All right? So, since I can no longer walk you through the entire process, ma'am, you need to pay $15 if you want me to. [silence]
21:00
Speaker 1
Oh, I didn't know that. Yes. Yes, you did. Okay. So. Okay. Then from there, I just changed my name and the password and everything else, correct? Oh, okay. All right. I thank you so much. I really appreciate it. You you help I I didn't know that it was, you know, that to pay it. So, but thank you. Thank you.
22:00
Speaker 2
Well, keep through with the entire process, since this product is out of warranty. Um, I already told you the information earlier. That's why I was sending you the email. Yes, ma'am. You can still use your old name and old Wi-Fi password, then you, you make your router password for the log in. All right, maam. So, you have just followed the instructions and if you need anything and if you want the paid service, just feel free to call us back. All right? You're welcome, ma'am. All right. Yep. You're welcome. [silence]
22:00
Speaker 1
We'll be fine. Bye bye. Thank you. Thank you. Bye bye.
23:00
Speaker 2
Um, okay, well, come another good day, bye, Mm-hmm. Then get in the cold now, man, thank you.
23:00