Speaker 1
My name is Liliana. What's your name again? Oh, okay. Raquel. Yes, the reason that I'm calling is I'm trying to Login into my.
00:00
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 one now. For out of warranty products, paid support may be, 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. Thank you for calling. Hey sis, my name is Drepell and I'll help you today. My name is Drepell. Yes.
00:00
Speaker 1
clearing supporting is my wife but for some reason uh it's not allowing me so I even reset the password on it to kind yet yet sure the serial number hold on let me see okay serial number okay it's one one seven s e r zero eight eight eight one seven eight nine a
01:00
Speaker 2
What do you mean not allowed that connect to the Wi-Fi will not to log in into the router settings right? I see. Got it understood and for me to properly address you with that may have the serial number of your-link systems router that can be found at the bottom all right let me make sure I got it correctly so that's 19 T for Tom 10 S for Sam 0 all right let me make sure I got it correctly
01:00
Speaker 1
Yep. Yep, that's what it says here. Correct. No. Sure. 970 5 6 0 3341. L I L I Z as a zebra. B as a boy. A as an apple. K as, chaos.
02:00
Speaker 2
0 8 8 1 7 8 9 8. is that correct? [silence] I thank you. [silence] Let me check and the model number showing at the bottom to confirm is it EA echo Alpha 7300. [silence] I thank you so much. and is this your first time calling LHy? [silence] may have your phone number so that I can pull up a record here. [silence] Are you thank you? [silence] It seems the phone number has no record. How about email address? [silence]
02:00
Speaker 1
Elfin Rath at gmail.com El as a lion, E as an eagle as a lion as an eagle. Then comes Z like Baker. Yes, Z, H, Z, U, B, L-I-L-I-Z, BAKER at gmail.com. Liliana Sarabia Baker.
03:00
Speaker 2
m. All right. Let me make sure I got it correctly, so the letters before the Z for zebra, can you repeat that again? m-huh yum. All right. All right, and just to make sure they stick. Okay, it's Baker, so Z Baker. All right. All right, thank you so much. Okay. And may have also your first name and last name to address you properly, All right. Ah, thank you, Liliana. And while my system is checking the warranty of Rilinc's device, Mano, let me ask let me continue to ask questions. Mano, who's your internet service provider? All right, who's your modem? What's your serial number? Is it VT- What's it? model number. And I will get started. Cannot hear you. So my mod and your model number. Okay. Thank you, Madam. So it's model number, series number, right? Can you please check it? And who is your internet service provider? Thank you. All right. And MJ. So. All right. Okay. I'm going one by one. Okay. So what is your modem?
03:00
Speaker 1
T. D. S. T. D. Yes, that's. Yes. Yes, everything is fine. For the reason I was, you know, it was working fine. I had an internet everything. For some reason, you know, I was not having internet, so I reset the whole equipment. So what I was resetting and it just, you know, everything has been erased from the box. So I had to, you know, just, yeah. And I had to, you know, kind of reinstall again. [silence]
04:00
Speaker 2
[KEEP_UNCERTAIN] I'm sorry, what did I can... cutting out. [silence] Alright, got it. And just to make sure at the back of your Linksys Router where it says internet port or the yellow port is that where your modem is connected to using an ethernet cable? [silence] Alright. I see, got it. [silence] Okay. But how [silence] okay. Right now, when you try to access the router's settings, are you using a computer or a cellphone?
04:00
Speaker 1
I'm using my iPad. Well, right now is, uh, I was able to connect to the... to the internet. However, I need to change the name of the network and change all the passwords as well. And that's the part that I don't have access to the, you know, to the website or whatever program you guys have.
05:00
Speaker 2
you're using an iPod. How did you access your router? Did you use an app or a URL link? Okay. Okay. Got it. I see. So you want to know how to access the router. And for that, by the way, Bliana, upon double-checking with your Linksys router support here, if you wish us to walk you through over the phone to how to log into your router settings, we do have this paid support
05:00
Speaker 1
So, you you guys are charging me for this it it doesn't matter. Technical support is never been charged and I don't have the first time, you know, regardless this the device then expire or not. Technical support should be available for any customer as Apple or any of my internet as being being set. As a matter of fact, I'm recording this phone call just to let you know.
06:00
Speaker 2
since your router is already out of warranty, for our out of warranty, we have this paid support amounting to $15. That's a non-refundable technical session on how to log in into your router's settings. And if ever we determine your device is defective and unable to resolve your issue, no replacement or refund will be given. Would you like to avail this $15 for troubleshooting on how to access your [silence] since your router is already out of warranty.
06:00
Speaker 1
I never have heard such a thing. Like I said, it never, happens. Oh, yes but they, it kind of the same thing, if you're already there, you can help me that, too. It's just a simple thing. Just, you know, you know, you know, you know, why I have the problem. Yes, so that's why I don't have to be stationed up there. That you're gonna go up there because you can just fix me at a distance, get me to work, right, to be here, here.
07:00
Speaker 2
It used to have a okay, I understand. It used to have a one-year hardware warranty and fee technical support actually, but it's already ended. So we do have this paid support. If you don't want to proceed with paid support here over the phone, how about this? I'm going to send you an article instead, where you can follow the step-by-step instruction on how to log it into your router settings. It's actually the same steps that we're providing over the phone. I'm sure you're able to follow it. [silence] Unfortunately, over the phone if [silence]
07:00
Speaker 1
access to this. It's just, I don't have, it's not allowing me to log in into the router. I reset the password and everything. So, it's just you guys, I don't know, you block it, I don't know why you guys did it, but I don't have access to get into my router. That's the problem that I need to have access to change the name of the network and other things and have my parental control. That's, you know, controlled. That's what I only, I only need. There's nothing wrong with the box. There's nothing wrong, you know, with how to connect and let it said, the router. It's just having access to my router which has been blocked through you guys. I just need that to unblock it or I don't know. I even reset the password. So, like I said, I reset my password thinking that I forgot the password of my router. But for some reason it's not allowing me to password. [silence] It's just that, I don't have.
08:00
Speaker 2
Okay, just... [silence] Okay. [silence] When you mention... [silence] [ign] [silence]
08:00
Speaker 1
As that. And what is that web URL? So what is the website name now? okay. So I had to wait 10 minutes in top of that. You can send it to me phone.
09:00
Speaker 2
Okay, just to give you a heads up with the access of your router setting. There are two ways, using your email account and the local access. However, we already discontinued the links to Linksys Smart Wi-Fi account. So my recommendation is to access it locally using a URL link, where I can send you to your email and follow the instruction how to log in into your router settings locally. You will, you will get it from the article guide that I'm going to send. You will be receiving the email, I mean, the article guide after five to 10 minutes, okay? After this call, I will try to send it right away, okay? Since it's an article guide, you can follow the [silence] Okay.
09:00
Speaker 1
you're talking to me too, so you can send it to me while you're talking, so I, I, I make sure that you are sending and I received the email, I mean, yes, the email, okay, then, then otherwise I'm gonna be continue calling. There is anyway that is um, a, you know, a follow up, then it says, you know, like any other company shows that um, you know, how you've been, I've been serviced, you know, as a customer, you know, like a customer um survey. Thank you. I do.
10:00
Speaker 2
Okay rest assured you will receive it after the call. I assured that. [silence] Yes can actually I can I can provide you a ticket number in case you're unable to receive the article guide. Do you have a pen and paper there to take note of this ticket number? All right that's great. Let me know when you're ready. All right your ticket number is one one three one 2 4 8 3.
10:00
Speaker 1
okay I have one three three x a one yes or six a six or X oh okay I have one three three six eight one okay okay I'll be waiting for that um email thank you by
11:00
Speaker 2
336 81. yes six eight one for the last three numbers 681 133681 sure thank you and once again Raquel thank you for calling Linksys and have a wonderful day Liliana take care all right thank you Bye bye
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