V2 Rubric Detail — a8496508-644e-11f1-8…

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 products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot. at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/r/linksys. Thanks for calling Linksys. This is May. How can I help you? [silence]

You can, yeah. So, your Wi-Fi bands are separated. It's no longer on same-steering mode. If you want to disable that, you need to log in to your router settings and have the Wi-Fi names and password all the same. And I have the serial number of your Linksys. If you're still in warranty, I can walk you through over the phone. If you're out of warranty, I can send you email for instruction on how you can do it. But if you want me to assist you right now, we have $15 option charge for one-time troubleshooting. Actually, it started, uh-huh. That's only if your router is out of warranty. If it's in warranty, uh.

this serial number uh nancy 3210... maike... M39903352. correct? uh... yesчарmare. all right. what do you have your? M3210? mike... M39903352. and what's the model number?

Okay. Since our system here cannot detect the serial number, you bought this one, can you still remember what year? Do you still have the receipt? Was it more than three years? I see. One second. Let me check my other tool here if it can detect the first, uh when it was connected. One second. Okay. Uh the account owner here belongs to DJMZ032.

zander1@gmail.com? Is this your active email? What's your first name and last name? Okay. I'll just create a record here, David. One second. Who's your internet provider? IPOMcast, okay. All right. Thank you for this information. And yeah, I was able to see right now the device. Let me just ask my senior technician real quick so that I can walk you through after, okay? I'll just ask approval real quick so that I can update the warranty of your device. I'll be right back, David. Just stand the line. And while waiting, please prepare your computer or iPad. We will be needing that to.

Do you have a computer or iPad? Yeah, it's okay if it's connected via Wi-Fi, it's totally fine. Okay, how about this, cuz he's still in the meeting, I'll just help you right now and I'll confirm with you later once I was able to update the warranty of your device. So, yeah, just pull up a browser. And then on your address bar, type this numbers, it's 192.168.1.1. Press enter. And tell me what page you have there.

you got it right okay good click the picture of the phone there's two phone pictures there just click the image of the phone it will show one moment and it will route you to access router page can you still remember your router password okay so the recovery key is on the sticker underneath any of your links is nearby five digit code okay

Okay. Yeah. That's your admin password, not Wi-Fi, though. So you're the only one who can log in. By the way, it's kind of complicated because you have to create 10 characters or more. There must be a capital letter, a number and a special character. Take your time. I'll just send. Yeah. Because default is actually admin and it's unsecured. You know, so the harder it is, the harder it is to access as well. If ever, someone will attempt to. Okay. You'll see there at the Dashboard having white box.

There's actually a Wi-Fi settings part on the left side, Wi-Fi setting. Can you see it there? all three, separate things, 2.4, 5, 4. Okay. And just to make things clear, David, you wanted to separate, uh, you wanted to combine the Wi-Fi, right? Not to separate, but you want your Wi-Fi bands to be all the same.

Currently, the Wi-Fi names that you can see there are all the same, all identical for 2.45 gigahertz, right? It's not separated. Uh huh. Exactly because it will have conflict. But the Wi-Fi settings there that you're looking at, the 2.4 and 5 gigahertz. Is that the same for both? Okay. And just for me to, like, really understand.

You wanted David. You want only one SSID to broadcast for both the routers, Linksys and then for your Comcast? Like one connection only? Yeah. but still showing up. Mhm. Okay. Got it. Ah, yeah. Just last week, I received the same concern as, and then we tried, like, restart, I mean, just to confirm if you have really similar concern. When you unplug this node, that old Wi-Fi is no longer showing up, right? Once you're links is unplugged. Have you tried that to check if it will still show up despite having the node turned off?

Yeah, in order for it to totally reboot. And if that will restart the whole system, actually. And you can then check while it's off, if that old name will still appear, because if it will still appear without the node being activated, that only means that there's no settings that we can change on the router just to get rid of it. Now, once it turned back on, there's a chance it will no longer show up since the system got restarted. If ever it still show up once it's powered on, that only means that it's the node which is reviving that old network. So that's one of the workaround. If ever, David, it will really show up once your nodes is turned on, we can try to, like, [silence]

But how many Linsys devices do you have there, by the way, aside from this main one? Okay, five, because the last troubleshooting step for this is just to be honest, is to reset completely the system and to reconfigure it back. But one thing I can assure you, even though the old name will appear, it will not gonna have any problems with connectivity or when it comes to security. Um, rest assured your Linsys is is not at risk. It's just showing up the old name. And, uh, All right, but that's gonna be the last resort. And it's up to you if you want to proceed with that. Are you the one who set up this node alone?

here yet. I see. So, I mean, there is no ticket. If that was last year, since we have a new tool, David, probably your account is not yet migrated. I just check the, yeah. Since you have a new tool. If you called us a long time ago or last year, then it's not yet migrated to our new tool. But no worries. I already created this ticket here for you. If you want to get the ticket number, I can give it to you just in case if you wanted to. And oh, just think of it for the meantime. I'll just gonna put this call on hold. Let me just ask my technician for your warranty to be updated, okay? I'll be right back, David. Just keep me two minutes back. All right?

Hi David. I was. Oh, sorry. Can you hear me? OK. Thank you so much for staying on the line. And yeah, good news. I was able to um update here the warranty. Our system here shows it was connected year 2024. So from starting this year, you'll be eligible for three years warranty technical support for your device. But uh, just a disclaimer if ever your router will be deemed defective and you are asking for replacement, that's the time that we will be needing the receipt. Okay? All right. All right. Okay. Because factory restarting your device, it will remove or delete all the bogs. I mean, uh, it will work like a new one.

but you need to restart by the way you need to start it first just to see if that old name will still appear despite your device being turned off.

okay sure okay just uh leave it off now check your Wi-Fi list if your Wi-Fi uh yes sure you can switch off and on as well the Wi-Fi on your phone to refresh the list okay there you go.

do they have another access point there I mean, do you have another router, aside from the linksys? Okay, because if it's still showing active, yeah, I think that really belongs to another router, not by DOS. because your linksys main, this is the main node, right? that you turned off? because, okay. not unless if since you got five nodes in total, uh, maybe some of your four extenders, that's what also I'm thinking. if you have a gateway mode,

a modem is that a gateway not a plain modem? [silence] OK. probably that you have the exact name like I mean you can login to their app if you have their [silence] app oh I mean if you have their um app I'm not sure if they have one but is there a way for you to OK? [silence] You can check the settings there. [silence] Could be that name really belongs to or to the [silence] router [silence] Wi-Fi settings uh tab.

On their app. I'm not really familiar with their application, so I'm not sure. Maybe they have their guests, same as ours, guest network. Yeah. guest. Or how about this, David, so that you can sort these things out. Do you have their numbers so that we can ask them? We'll just gonna let them know that we already turned off your router from Links. But [silence]

You're still connected to that Wi-Fi so that they can check as well. Uh, that's your main concern. You're having problems with your connectivity at all and sometimes this one happens, David, if ever the extender is not being set up as an extender if it's being set up as another parent node, but if you're sure that you were able to configure.

[silence] the router then it should not cause any issues. They're all connected wirelessly by the way. Your four extenders mesh extenders, which is the Parent. Okay. it's all right, right. you can also try to do bridge mode but yeah doing bridge mode will disable

some of linksys features. Let me see. all right. for you to easily identify if it's linksys or the ISP issue uh huh.

[silence]

they're actually both acting like a router, since it's not on bridge mode. If bridge mode is enabled

Is it saying your able to log into the app the their app? I Mm-hmm. The your modem probably right now is still rebooting applying the new changes. if ever you'll call back in the future, David, from now on, you have already a ticket here, and I recorded the concern that you have right now, including the troubleshooting steps we did. Just in case, you'll have a problem in the future. You're welcome. And is this your phone number? it's 95 27373454. Okay. Should you call us back, just provide a phone number and our next technician can just pull up the record instantly and will know what device you're calling for. Is it still, um, how many percent it is right now?

You can try the main node still. Just at 10 seconds the world to.

still same? and there's no light at all in the main node, it's still off, so probably from, [silence] and you're connected to it and you're online, can you try to forget the network?

if it's an iPhone, there's like a little i icon. I see. You can tap and hold and do, okay. You can see it, but it's not, you got to test if it's online or not, right? Uh, sorry. You can connect? You can't, I see.

[silence] [silence] pretty much better. [silence] manage system flight off. [silence] [silence] [silence] Mhmm. Yes. [silence] can you try to connect to that old Wi-Fi name? [silence] [silence] Mhmm.

All right. So turn on your Linus router now and once it's totally back online David, we'll try to connect to the old network if it will allow you to connect. Yeah, it will be but 3 minutes Max.

Okay, time is almost up. Is it still flashing red? The main node. Okay. Let's just wait till it will flip blue. Okay, using through your laptop, try to connect to the old Wi-Fi. Tell me if the message is still, same despite notice being turned on. Okay. I'll just ask my senior technician real quick for this one, Dave, that I'll just confirm you need to do a reset or not, okay? Given that even the device is turned off, it still showed up. Just stay on the line. Just wait probably till it takes me this time, max of four minutes. I'll just