Speaker 2
[silence] welcome to Linus' 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 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 products supported option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
three. The, one, one, one. Child node one is green. Let me go to the router one. I think it tried, I, I think when I was changing my email, this has nothing to do with green lights or red lights. It had to do with, I ended up going into a thing that's setting up a new account.
01:00
Speaker 2
Mm-hmm. I see. I got this one, ma'am. However, before we proceed, may I know how many links devices do you have? Uh-huh. And what's the light now on the main or parent node, the one that is wired directly to your modem? Uh-huh. Uh-huh. [silence]
01:00
Speaker 1
So it's going to go through the whole thing again. And that one is green. OK. So, what else? It was asking me for those, the number that's inside the bottom. Hold on. Hold on.
02:00
Speaker 2
Uh-huh. Yeah. Yeah, uh regarding- Uh-huh. Mhm. Yeah, uh regarding if you, yes ma'am, I really do apologize for uh keeping interrupting you. Uh if regarding with the Linksys smart Wi-Fi remote access ma'am, uh the thing is this feature or the remote access feature has already been discontinued. Uh that means ma'am that we can no longer manage your nodes uh remotely through the web user interface or Linksys sorry Linksys app. However, rest assured that you can still manage the nodes on the Linksys app using the router password. The- Uh-uh. So Uh by default the router password is admin like A-D-M-I-N.
02:00
Speaker 1
Hold on. Okay, because I already went through one where I had to go out and get the number on the bottom. Okay. admin AD. Yeah. M in, but I'm on the wrong phone, to be doing this, so and I'm on my cell phone. admin, is what I have to put in there. Let me see if I can put you on speakerphone so I can do this. Is there something else you're going to tell me? [silence]
03:00
Speaker 2
No worries. [silence] M-I-N. [silence] And [silence]. Yes ma'am. [silence] And yeah it should be admin all in lowercase and make sure that you enter the password on the router password since once you are on the login screen like on the Linksys app it will ask for an email address and password and the other option is router password. So again make sure to log in using the router password and the default is admin all lowercase. [silence].
03:00
Speaker 1
[silence] Okay. Let me just tell you, I have a screen. This is after I changed my email. That's what I'm trying to tell you. I was I pushed the thing, I think it said new account and was trying to get my email fixed. So I went through all of that. Now it says add an existing router or Wi-Fi system. Is that one where I'm going to okay. And it asks about power on your router, connect to its Wi-Fi name, tap the button below.
04:00
Speaker 2
However, if the default password does not work, rest assured that you can just tap the reset password link on the screen and then enter the five digits recovery key that can be found underneath the parent or main node. So, once you enter the five digits recovery key, that's the time that you can create a new router password. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm.
04:00
Speaker 1
so there's three steps here. Where do I go to find this admin thing? Okay let's go back into the other room again. This is the main one. All right let's get all the wires out of the way. Um the recovery key on the main one says it looks like seven
05:00
Speaker 2
Yeah, can I know, again, before that one, can I have again the serial number of the parent node? Oh, I'm sorry, ma'am. I need the serial number that says S/N. [silence]
05:00
Speaker 1
Okay. Now I can't hard time saying it. Hold on, I gotta get some more light. Oh yeah, it's still tiny. Serial number. It doesn't start with a four. It's a two.
06:00
Speaker 1
у Gets, one, two, oh, my God, it's so tiny, I'm having a hard time reading it, I'm sorry. I'm sorry, I'm cleaning my glasses. This is the main one, going into the, the deal, too. Craig, maybe you can help me read this. Is it model number you want or serial number? Okay, Craig, this number right here Well, that helps. Okay. It is 2-0-J-2-0-M-3-B-O-Y-B-A-.
07:00
Speaker 2
[silence] No worries man, just let me know once you are ready. uh [silence] I really need the serial number. Thank you so much for that one, ma'am. Hold on. All right. So no worries, ma'am. So again, the serial number of this main node is 00J-F4301-M4-M33-C4-B0Y0-A4L-PHA42622. Is that correct? All right. Thank you so. [silence]
07:00
Speaker 1
five he thinks it's a five very tiny [silence] Yeahhhh. [silence] Debra Johnson, J O H N S O N. [silence] That's. That's what I was trying to think. The old one, uh was no good anymore. So I don't know if you need to know the old one first. And I just [silence]
09:00
Speaker 2
So 425. And I really do apologize for that one ma'am. So I believe the model number of this node, or the main node is whw03. That correct. All right. So again, thank you so much for confirming. And rest assured that you have provided me the correct serial number of this parent node. So may I have your first and last name? I'm sorry, how do you spell your last name, ma'am? Thank you so much for that one. And what about your email address?
09:00
Speaker 1
Thank you. changed it to interiors, interiors54dj, at at gmail.com. You want the old one.
10:00
Speaker 1
yes yes. Um, it Nedio? No, it's an apple. It's an apple.
11:00
Speaker 2
for delta MFR j4‧jr@GMail.com, is that correct? All right, thank you so much for confirming. And last thing, who's your internet service provider? Is it spectrum, HTNC? Sorry, spectrum or comcast? Uh huh. Thank you so much for that one. All right, going back to the issue. May I know again, the operating system of your phone that has the linksys app. Like, is it an android or iOS, iPhone? Uh huh. Thank you so much for that one. All right, for this one, ma'am. Uh all you have to do, actually is, uh I want you to start, like do a fresh start on your phone. So kindly delete or uninstall the linksys app and then once you reinstall it, kindly uh reopen the app and then Please.
11:00
Speaker 1
Okay, hold on. Hold on. I got to find you. want me to disconnect, remove the app. Okay, what? How much?
12:00
Speaker 2
and using the router password okay so uh yeah however ma'am before I really do apologize ma'am but before we proceed for the troubleshooting I'm going to set your expectation that regarding with the hardware warranty status of your devices according here on our end the hardware warranty status of the device has already expired and the thing is we no longer provide assistance over the phone or chat for out of warranty devices nevertheless ma'am all our troubleshooting guides and articles are still available on our support website but if you really wanted to be assisted over the phone we do have this one time non refundable support that will last up to 60 minutes or an hour but it will cost you $15 [silence]
12:00
Speaker 1
Okay. Okay. Okay. So, okay. Okay. Okay. Okay. Okay. okay. Uhh... No, I need to get this fixed today. I mean, I mean, well, you're about to tell me to delete my app and start again and now you stopped and said, don't do that yet because we have to talk about the money. I don't need this to drag out all day and I've got somebody that's helping me, so you've helped me start the process, let's keep going forward. I have a feeling that. Um, say that again.
13:00
Speaker 2
fifteen dollars, ma'am? Like $15? Hmm. But, oh, sorry, ma'am. There's a catch, but if you don't want to avail the paid service, I can just actually send you a step-by-step instructions via email on how to how properly log in. Uh-huh. I understand. Yes, regarding with. Uh-huh. I understand, ma'am. So, again, if you want to avail the paid service, kindly give me like one to two minutes to prepare my tool, okay? Just to confirm, you want to avail the paid service, correct? Like the $15 paid service? Yes, ma'am. All right. So kindly give me 1 to 2 minutes to prepare my tools.
13:00
Speaker 1
Eat something. Do your fucking inhaler and eat something. Going on fucking 10 o'clock. Silence. I just wanna say I I went while I was waiting for you to my emails and it says there's a link below to activate your linksy Linksys Smart Wi-Fi account. Make sure you're connected to the router and have you login credentials ready. Is this the thing you were talking about that would have been by email.
15:00
Speaker 2
Yes man. [silence] Oh, no, ma, am. Uh the thing is the Lan is a Linksys Smart Wi-Fi has already been discontinued. Uh, if you want to log into manage their nodes or their routers, you need to log into using their router password, and that goes for their local access. So since we canna
17:00
Speaker 1
Okay, now, I'm telling you, okay, okay, listen to me, they sent me at 9:28 a Linksys email to the correct email. Use the link below to activate your Linksys Smart WiFi account. Make sure you're connected to the router and have your login credentials. And it was going to give me a verification code and all this other stuff. I did not see that email. And you're telling me this is no good now, and my whole Linksys thing is no good now, and I'm starting fresh. [silence]
18:00
Speaker 2
[silence] go back to their login screen on the app. that's the reason why [silence] [silence] ma'am. regarding again, regarding with the email, when you tried to login using your email address and password, the reason why you are no longer getting the the activation code or activation email for that specific account,
18:00
Speaker 1
Okay. I did not. Okay. Before we move forward, let's go back because I, you talked about deleting my app, which I did not do still. But you're telling me it's deleted at your end. I haven't done that yet. I haven't done that yet. So, should I be, okay. I'm trying, I'm trying to clarify. Do I disregard disconnect this email? Okay. Okay. Now, do I go and get rid of the links, the app. You're all, you're all wanting my money and we were in the middle of these two things. Uh, have a nice day.[silence]
19:00
Speaker 2
and since the Linksys Smart WiFi remote access has already been discontinued. So moving forward, we can only manage. you are the ones to who are going to delete or uninstall the Linksys app and then reinstall it. Yes ma'am. So yeah, however, ma'am if yeah just disregard that email ma'am sent.
19:00
Speaker 1
so I'm just trying to verify OK, delete the app and you want a credit card number after that. OK, OK. You're wanting a paid service for something that's already been removed for me. So I have no choice but to do the paid service. OK, so you want a credit card?
20:00
Speaker 2
Yes. Since we are. Mhm. No, ma'am, since - the reason - the reason that I need or I, like, requested for the paid service is because, uh, I'm - we're going through the troubleshooting right now. If I have an error again, if you don't want to avail the paid service, I have Assured that I But - yes, ma'am. Uh, yes, ma'am. I need the credit card information.
20:00
Speaker 1
Okay, okay. Okay, so far, this troubleshooting is turning into I don't even have a Linksys account now, and for me to get anything in my house to work, I have to give you this credit card number because you pretty much told me my account is gone, even though it's still on my phone. So that's a little frustrating. The troubleshooting didn't help me trouble through through anything. Okay, you ready for a credit card number? Three Four One One [REDACTED_PAYMENT_DIGITS] And this would have been part of my Apple Pay if you would even talk to me about that.
21:00
Speaker 2
However, regarding with your issue. Yes, ma'am. Uh, regarding with your, your credit card number, ma'am. Let me.
21:00
Speaker 1
American Express and a 7 at the end. five thirty one six one eight four
22:00
Speaker 1
Yes. Okay, so should I delete the app now? Okay. Let's see. Oh, it didn't do anything.
23:00
Speaker 2
So, just to confirm, the security code is [REDACTED_SECURITY_CODE], correct? All right. Thank you so much for confirming. So I'm going to place the order now, ma'am, and rest assured that you will be receiving a copy of the receipt for this paid service. Oh, yes, ma'am. And just let me know once you have reinstalled the Allinks app. Okay, because I'm going to walk you through on how to log in using the router password. Ah. however. the. lie. on. the. ma. node
23:00
Speaker 1
It's been falling it's gonna be very slow . I I apologize for the for the talking in the background, my husband is deaf and he talks very loud. So that's my favorite president. That he's in another room and I still can't hear you. All right. Okay. There's okay, okay. There's a screen that come came up. Allow Lince to find devices on local networks to allow it to communicate with your router. Okay, hold on one second, please. All right. No worries.
25:00
Speaker 2
No worries, Ma'am. and thank you so much for your No worries, Ma'am. and thank you so much for your patience and cooperation. So, uh, you mentioned earn She mentioned Yes ma'am, can you press allow On the screen, like on the login screen, is there an option that says router password? So we need to log in using the router password, ma'am. So kindly choose or select that option. Uh, no, ma'am. By default, the password is [silence]
25:00
Speaker 1
Okay. Okay. Admin. Okay. All right, I did that. Now just hit login. Admin didn't work. Yeah.
27:00
Speaker 2
is admin like eight a d M I N all and lower case yes ma'am so on the screen it says invalid or incorrect router password correct so on that screen there's an option that says reset password can you see it yes I e press that one man and then you will be redirected to screen asking for the five digits recovery key you
27:00
Speaker 1
Okay, okay. Okay. Okay, okay. I don't think I've ever saw that before when you were asking me to look for the serial number. Hopefully I can find that for once. Okay. That's a little odd. Okay. Now it' ask me to update the password. for
28:00
Speaker 2
yeah that's the recovery key of the parent node like the domain not yes ma'am so kindly update your router password and i'm gonna set your expectation that we are not changing the Wi-Fi password so rest assured that all your devices
28:00
Speaker 1
Okay. No. I really got to fix the admin still in there. Okay, all right. Hold on. I finally got my house going to go outside with this loud mouth.
29:00
Speaker 2
Please hold. [silence]
29:00
Speaker 1
OK. Okay. It won't take the admin out. It's wanting me to reset my password and I keep putting a password in and it keeps going back to that admin that you had me do before. Give me a minute. I'm gonna try it again.
30:00
Speaker 2
I'm sorry, ma'am. What are the option now you can see on the screen? Mm hmm. Mm hm. I see. Hmm. Also, ma'am, make sure the, new password meets the requirements, okay? Thank you. If you have managed to log in into the Linksys. [silence]
30:00
Speaker 1
Okay. That's, something I've already known. Thank you very much. Yeah. nine, nine devices.
32:00
Speaker 2
that should do it, ma'am. Rest assured that you can now manage the devices using the Langes app. However, again, ma'am, you can only manage them using the router password, okay? And that's for local access. And also, regarding with your nodes, as long as the light on the nodes are showing solid blue or green, rest assured that they are working properly or online. Mm-hmm. So, what? So, since you can now manage the nodes, ma'am, moving forward or in future reference, you can change the Wi-Fi name and password there or yeah, just check if some of your devices are connected to the network like the app will tell you how your devices are connected.
32:00
Speaker 1
[silence] I'm having trouble with my I've been doing this for days trying to figure stuff out. So and all I was trying to do was change my email. That was all I wanted to do. Okay, well, I appreciate your help. [silence] That's okay. [silence] Thank you. [silence] Yes, it will be. I won't get my receipt already sent to me. So.
33:00
Speaker 2
Yes, ma'am. So, yes, ma'am. And I really do apologize for that one. So regarding with that email access, yeah, lang holders have already discontinued remote access. And that's the reason why you were having a hard time like loging and using your new account to the link.r. Thank you so much for your appreciation, ma'am. And again, thank you so much for your time and patience. And again, I really do apologize for the inconvenience that has caused you as well. You're most welcome, ma'am. And are we all good for now? Got it. Got it, ma'am. And again, thank you so much for calling Link-C-Sis and you have a great day. Bye-bye. Goodbye. Thank you.
33:00