Speaker 2
welcome to linksys support to ensure quality service for in warranty products our support team is available to help with performance and hardware issues register your product by visiting link sys for assistance press one now for out of warranty products paid support may be available depending on your issue to hear more about your service options press two please have your devices serial number and contact information ready if unable kindly call back later for out of warranty products paid support option may be available depending on the issue thank you for calling linksys technical support my name is Ellie how can I help you [silence]
00:00
Speaker 1
On a computer that died. So the Cisco connect that we had to set it up with all of the login credentials, went away with that computer and I'm trying to find out, um, I have the manual that I'm reading through, but it's not clear to me whether there would be a way for me to get Cisco connect on a different computer to be able to manage our router. This is, um, a Linksys E1200 router. It's an old router. It's just we don't have the CD. And we don't have the computer that it was set up on, and so we're not able to manage our login credentials, and I'm trying to find out whether there's a way for me to get Cisco Connect again, so we can manage our router. Yes. Yes. [silence] Can you hear me?
01:00
Speaker 2
Okay, so, um, okay. So the only thing that you want to do is to access the router setting so that you can manage it. Is that right? Okay. So, um, how about with this one, okay? So that we can go ahead and move forward from this. Can I have the serial number of your router? Yeah, I can hear
02:00
Speaker 1
One zero eight two zero C six nine two B nine four eight nine. Yeah. Yeah. Yeah. Yes. Yeah. We just, um, we don't have the Cisco, we don't have access to Cisco Connect, so I'm trying to be able to access our login credentials.
03:00
Speaker 2
remain uh let me just read it back to you that's one oh eight 20 C for Charlie six 92 B for Bravo nine four eight nine okay thank you so much and uh by the way this link the browser that you have um is it working before or [silence] uh okay
03:00
Speaker 1
I don't know. we've had this router for so many years, we may have called in the past. [silence] Um, just for this conversation, I'm concerned about our router security, so I don't want to create an even broader sort of like space of lack of security for our router. [silence] Okay.
04:00
Speaker 2
Mm-hmm. So, um, and, uh, by the way, is this like your first time calling, uh, Linksys? Yeah. Okay, I was actually trying to pull up some records, um, hoping to pull up some information, but I was not able to. Uh, can I have your first name and your last name to create a record? Yep. I understand. Yeah. Yeah, I understand uh understand totally your concern. So uh let me just go ahead and go directly to uh, you know, go over to your concern. Just give me one moment. Mm-hmm.
04:00
Speaker 1
I don't, I don't, I don't have a way to access, I don't, that's why I'm calling. I don't know how I can access that information because the computer, the computer that had the Cisco connection on it, where we set up the login information doesn't exist anymore. So we don't have access to the login information.
05:00
Speaker 2
so one second. by the way, ma'am, when you were trying to access the router settings of your E1200, um what website did you use? uh-huh. Okay. uh, uh-huh. uh-huh.
05:00
Speaker 1
So, I see I was I have a manual here that says Linksys E series router user guide, and it has the E 1200 instructions on it. But it's just so complicated, um, that before I start going through and really try and understand it, I need to know because it linked me to the support.linksys.com website. And I need to know if there is a way through that website that I can download something that would give me access to Cisco Connect before I or whether this is too old that I won't be able to do that, so I shouldn't bother spending all the time trying to put that together.
06:00
Speaker 2
Yeah. Mm-hmm. Uh. Yeah, yeah, I absolutely get your point. Um how about
06:00
Speaker 1
okay. okay. Yes. and just so you know, cuz I did the link, the hyperlink from the user manual, and it took me here to support.linksys.com. And then when I type in E1200, it gives me a Linksys license agreements part one, easy access to Linksys product user guides and GPL code center. um, so if if you want me to be anywhere there, I can navigate there, but I'll also take an address if you give me one. so if I'm just scrolling through this user guide
07:00
Speaker 2
Absolutely. Uh, yeah. Can you tell me about that hyperlink-ed, um, information? What is that hyperlink-ed information?
07:00
Speaker 1
I don't know if hyperlink is the right word, but it moved through the pages since then. But it says, okay, where to find more help. linksys.com/support. And then I click on that and it takes me to support. linksys.com. Yeah. Okay. Okay. I'm ready.
08:00
Speaker 2
Uh huh. Uh huh. Okay, I see. So, uh yeah, uh just please tell me when you're ready, okay? So that I can give you the link information that you could try. Okay, or if you already phacing, or if you already have a laptop or a desktop in front of you, then we can go ahead and jump to there. Okay. Um That's 192.168.1.1 I'm sorry? [silence] Yeah, sure. [silence] Uhuh. [silence] Well, for this type of router, ma'am, I've got to... [silence]
08:00
Speaker 1
Okay. Okay. Okay. So, so there's no way, there's no way to, there's no way to get any, additional updates through any other mode of trying to do something. Mhm. Okay.
10:00
Speaker 2
This router that you actually have, um, it's no longer receiving any more updates, just so you know. Yeah. And also, I just also really want, I'm sorry. I, well, if you only want to customize something on its router settings, then you can still absolutely do it. But talking about the, uh firmware update, since the firmware, uh, you know, uh, firmware of each router is actually kind of useful, especially for a router, so that, you know, technology is upgrading and, you know, everything is, you know, evolving. That's actually important.
10:00
Speaker 1
Mhm. Mhm. Mhm. Mhm. Okay. Uh, so, um, there would be no way to, to upgrade any, for for for
11:00
Speaker 2
excludes the technology so. And of course, regarding with the router that you have, this is actually a very kind of old router already. And yeah, and as per checking here, the date that the links to stop manufacturing this product is also the information of that one is no longer here also. In our system. However, regarding with the support of this router, um, the technical support over the phone of this router is no longer be available as well. It's actually because the support of this router actually ended last July 27 of 2022. But still, I can still walk you through since you only want to access the router settings. Um, do you have. I'm sorry.
11:00
Speaker 1
Okay, so there's no way to make it any safer but what we can do is find a way to change the the login information. Okay. Um so okay. Okay. Um so in this um, user manual that I have it says how to open the browser based utility and it is giving me the address that you just gave me. um and that is telling me that it is to open the browser based utility.
12:00
Speaker 2
Yes. Uh, you- there is actually a way for you to like uh customize the login information of this router once you are already inside the router settings. So, there is a way for you- yes, there is a way for you to customize the admin. Mm-hm. Mm-hm. Okay.
12:00
Speaker 1
open the browser based utility and I was just seeing some caution around there like if you do things on the browser based utility could like lock you out of certain things so I just want to be sure that if I go there it's not going to create a problem for me [silence] no this is actually it's it's actually written in your user manual for this um it was just It says, caution, if you change your router's name and password using the browser-based utility, you might not be able to manage your router using Cisco connect. We recommend using the procedure below to change your router's login information. So my question to you is, is there any way for us to run Cisco connect without having, because we don't have the CD. I don't have a computer that can like accept a CD. We, the other computer went away, so we don't have that Cisco connect anymore. But is there any way to get Cisco connect or would I only be able to use the browser-based utility? Okay. Okay.
13:00
Speaker 2
Okay, how about you... Uh, how about you? Okay. Uh the only way for this one, ma'am, is to use the web browser utility for this.
14:00
Speaker 1
and it says, if your router is version two, you can go to my router dot local instead. Um, should I still go to should, which one would you recommend? Okay. Um, I'm I typed in my router dot local here and I'm just waiting for it to do something.
15:00
Speaker 2
Yes, you can try it. I actually recommend you to use the my router.local, you can do both actually, you can use both the 192.168.1.1 and the my router.local, you can use both links to access their router settings of your E1200. Mhm.
15:00
Speaker 1
Well, I was going from the link to your support page. So I'm going to just clear this and start over. Let me just a second. It didn't give, it wasn't loading. So um, oh, okay, because because it would pick that up. Okay, so I'll do those. So this, when you type in this page, it actually is in our interacting with the router. Okay. I'm trying um, sign into. Now, when I get here, it says sign in.
16:00
Speaker 2
Okay, and what page did it browse it to? Maybe the router that you have is actually the version one. But how about with this one, okay. Instead of the my router, that local there. Yes. The device should be connected directly to your E 1200. What --
16:00
Speaker 1
Okay, so it's not the, it's not the ones that we created. That's the ones that's on the, on the router.
17:00
Speaker 2
So, the username and password, I believe there is a sticker attached underneath, that router, that says "admin password and username." That information is underneath the router as well. Can you check it? Uh, well, if, well, if you remember creating an admin username and password before, you can try it, but if it will not work, try using the one that is on the sticker.
17:00
Speaker 1
So it was cereal number, hold on, it's all very small, hold on. I don't see anything like that on her. Do I capitalize anything? Okay. [silence]
18:00
Speaker 2
' attached to the router. Okay, if you don't see any information on the username block, can you try I mean yeah, can you try using the word admin if the one that you have there. I know all lower case. If yeah, if the one that you wrote down before or the one that you created before will not work.
18:00
Speaker 1
Speaker says: No, I'm saying, I'm saying that, um, uh, like we have net-network logins. Oh, but I think for, okay. So, there was maybe a name, no, I don't know. So, are you saying that because I didn't find anything on the router, that was what I was saying I don't have. So, but if we have, if we have like a network name and password, would that be, or is this different than the network? Okay. Um, okay. Okay.
19:00
Speaker 2
Okay. It's okay. Okay. No, it's- it's absolutely different. The router information or the router credentials is different from your Wi- Fi name and password. So use the word admin, yeah, for the username. And try leaving the password empty. Just hit the okay, or enter, or sign in directly.
19:00
Speaker 1
Yeah, it flashed and then it's still sitting here with a cursor in the password box and then there's a little blue line that's going across partially, so I don't know if it's doing anything or whether it's telling me I need to put in a password. I tried that and it didn't accept it. [silence]
20:00
Speaker 2
Leave the password box empty. Okay, if it's really asking for a password, use both word admin for the username and password. If the last and final resource, of this one, ma'am is we don't really remember, you know creating one before and both option using admin for the username and password will not work. The only last and final option for this one is to reset or to bring this E1200 back to its factory settings.
20:00
Speaker 1
That was what you do when you press that button. Okay. Okay. I'll have to think about that. Um, and then what, what would be the, um, then we wouldn't have any login, right? It would just wipe out all of our, our login information. Would that be true? But we don't, but we don't have like there, I don't see any, any, um,
21:00
Speaker 2
you like pressing and holding that reset button at the bottom of the router for at least 15 seconds. Yeah. If you perform the factory reset on this router, all of the devices that are connected will be disconnected. And the Wi-Fi name and password will gonna be the one that you can see underneath the router, not the one that you customized before?
21:00
Speaker 1
username and password sticker on the bottom. That's the problem that I have. I don't see a I don't see a sticker there that says anything about that.
22:00
Speaker 2
Okay. I see. Because if that is actually the case, Ma'am, well, maybe you do really would need to consider buying a new router instead. Because, you know, yeah, because as what I have mentioned this router is no longer or yeah, it's no longer receiving any updates and it's a really kind of old router already, because this router is one of our legacy routers. So, yeah, you might really want to consider getting a new one instead of sticking to this. Because, you know, yeah, and might be, you know, some of your devices will may may not be able to connect to this router or the security of this router is really not that secured anymore.
22:00
Speaker 1
I'm just gonna go look one more time on the bottom to see whether there's something I'm not seeing. You can just give me a second. Excuse me Yeah, I don't see anything that says anything about username or password. It's just MAC address and some numbers FCCID, IC um
23:00
Speaker 2
Let me check or let me just double check it. Yeah, absolutely.
23:00
Speaker 1
So which one. No, I only see and FTC ID and IC and Canada IC. Yes. Yeah. The. Okay there's. Yeah I think. That's just a note. [silence]
24:00
Speaker 2
SS, sam, sam, India, uh, Delta. Those letters.
24:00
Speaker 1
Yeah. I don't think I have that information. Um, so, do you have any recommendations about what a good router is right now? Yeah, I would say looking at some recent reviews. Um, higher rated ones like Netgear's or 10 and, um, I would also consider looking at mesh systems like Eero. Or Linksys's Velop if you want something a little bit larger and more complex to set up. Um, even maybe Ubiquiti if you're looking for something really high end. Um, Yeah, that sounds a lot of information, but yeah. Yeah. All right.
25:00
Speaker 2
Uh, yes, absolutely.So the most advanced router right now, ma'am, is the router that has, uh, WPA3 as security mode.
25:00
Speaker 1
well, [silence] this is why I was, yeah. this is why I was concerned. Okay. [silence]
26:00
Speaker 2
uh, [crosstalk].
26:00
Speaker 1
Okay. Uh huh. Now, are you saying that if you have something that needs a wi-fi six or seven that it wouldn't actually be able to communicate with this router that I have? Uh huh. Uh huh.
27:00
Speaker 2
router that has a security mode of a WPA 3. And aside from that one, if you have some device right now, like, let's say you have the most advanced iPhone devices, like you have a phone that let's say '6 or '7 or 15. those routers sometimes cannot detect directly um some wireless signal. So you need to get an advanced routers, which is a wi-fi 6 or wi-fi 7. Some other devices, let's say your laptop. Too cannot really perform well on how you expect it to perform. Yes, of course. It cannot really perform well. And it cannot also support the whole direct signal transmission. It can, but it cannot. It cannot.
27:00
Speaker 1
But if I have a WPA3 and a Wi-Fi 6 or 7, what if I have a Wi-Fi 7 and none of my devices are Wi-Fi 7?
28:00
Speaker 2
really meager expectations. But say if you even have a Wi-Fi five or six router, well, they can only communicate to the Wi-Fi band that is the 2.4 gigahertz or at least the five. Yes, the Wi-Fi 7 devices actually have three bands. Most of them like 2.4 gigahertz band, 5 gigahertz band and a 6 gigahertz band. So, the 6 gigahertz band width will not be visible on those devices. And sometimes when they are trying to connect to a 5 gigahertz band, those [committing invalid] devices may have
28:00
Speaker 1
Yeah. Yeah, I guess. Yeah, I guess. [Silence] Yeah, I guess.
29:00
Speaker 2
So, it's why they can only communicate to the 2.4.
29:00
Speaker 1
I, I guess that that's what my problem is because I have some older devices that I also need to be able to connect, um, so like for instance my phone is very old. So my phone um is probably working on you know, it's like an older system and I have an an older printer. Um so like I have an uh 2018 Apple phone. It's probably from around the same time. It's an Epson.
30:00
Speaker 2
Okay, let's say for example, can you tell me what are your devices?
30:00
Speaker 1
No, no, no. So even if I start to upgrade, I still would hope that older devices would be able to connect with the router. So what would be my if I had something like a Wi-Fi 6 would it be able would would so something that needed to run on the 2.4 gigahertz be able to connect with that line on the router?
31:00
Speaker 2
Yeah. Okay. TV, are they also working wirelessly with your router or wired? Okay. Um, aside from, uh, yes, I'm sorry. Okay. Uh, sorry as well, I'll try to make sure you hooked up the right cable here. Okay. As a what I can double check from here as well. Uh, let me just check it for you. Okay, because we actually have a router here. Okay.
31:00
Speaker 1
Are some of the links to your ones going to be able to, going to be taken off of the market?
32:00
Speaker 2
But I don't know if it's actually available in the market or still available in the market. Uh... Yeah, there are actually some routers that is no longer available in the market and some consumers actually really asking those routers. However, uh, Linksys actually stopped manufacturing all of the routers that uh you know that we have because as of the moment we are actually are our engineers are developing or will be releasing a new product soon. But as of the moment there are routers that will not be available on the market. Let me just go ahead and check this because our routers are available on Amazon, eBay, and Bed Bath & Beyond. Uh let me just check there on the US. Um, uh, not it. Um, where are you in the United States, ma'am? So that I can, uh, Okay, California. Give me one moment. Um, um,
32:00
Speaker 1
Well, I guess it really doesn't matter. I mean, if it's going to be discontinued, do you know what the... Do you know is it going to be under a different brand name when they come out with the new browsers?
34:00
Speaker 2
Yeah, uh, the routers that we are actually developing right now is, or our engineers are developing right now are actually some Wi-Fi 7 and up routers. So, if you still have those, uh, you know, let's say for example, uh, the phone and, uh, let me just check your phone. Give me one quick. Okay, so let's take, cause I actually also have, I actually, my phone is an iPhone XS max.
34:00
Speaker 1
And what does that mean? Like how?
35:00
Speaker 2
I that phone of mine can actually communicate to the 5 GHz um you see here in the Philippines um we actually also have that router that can that can actually produce a 6 GHz band my phone is actually really having a hard time to tell you honestly but of course when I'm connecting like it like it it can recognize the Wi-Fi but it will not going to connect like it can only recognize the network but it can only connect to the 5 GHz band and it can it can still work you know I'm not really having a hard time connecting to the 5 gigahertz band and uh it can perform well it really it's really meeting my expectations in terms of performance uh let's say for instance if I'm playing like mobile games.[silence]
35:00
Speaker 1
When you say it had a hard time recognizing it, is it just that sometimes it might drop off of the network? [silence] And are you saying that the Y57 routers, they have the 2.4 and the 55 bands? Okay.
36:00
Speaker 2
I can still surf in the Internet, still watch videos on TikTok, still use it on a video chat joining some meetings without any problem, without any interruption [silence] no, it's not actually that um it's not either either really going to that extent that it will uh the connection will drop no for as long as you're connected to the 5 gigahertz band then there will be no problem at all [silence] yes they have the 4, they have the 5. yes. you can connect to those two networks, the 2.4 and 5 without any problem, without any drop. [silence]
36:00
Speaker 1
uh huh okay
37:00
Speaker 2
None of those will happen, not unless there is a problem with your internet service provider, of course. Because all routers always rely on the internet source. So if there is a problem with the internet source, of course the router itself cannot perform. That's exactly always uh, you know, the problem that some consumers is really having a hard time to, you know, to get the point of that because they always tend to understand or they always tend to think that the router always have the problem. but no, it's not. The routers always relies on the internet source. If there's a problem with the internet source, then of course the router cannot definitely perform well. Not unless the problem itself.
37:00
Speaker 1
Okay. I need to get going but thank you for all of your help Okay. [silence]
38:00
Speaker 2
Well, that's a prob as as a prob with the firmware of the router is not up to date. The firmware of the router is out of date. Those are the possible causes. And the worst that can happen, the hardest part is the hardware of the router is defective. Then that is the thing that will, absolutely, that will not work in router will not be able to perform. Uh, yeah, so you can always look at Amazon and EBay something like that. Um you know, any online platform that sells Linksys products or any routers that could.Absolutely, like you know, uh. Might catch your, like, you know, attention or can absolutely, like meet your expectation, then go ahead and grab it. You might really need to look for, like you know something [silence]
38:00
Speaker 1
Okay. All right. Well, thank you very much. Take care. All right, you too. Thanks.
39:00
Speaker 2
Let go of the router that you have right now. Yeah, So have a good one. Okay.
39:00