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.ngsys.com. Please have your device serial number ready. For assistance, press one now... [ silence ] For out of warranty products, 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. [ silence ] Hello, thank you for calling Supports Technical Support. [ silence ]
00:00
Speaker 1
Oh, yes, Charlotte. I have a link this product that I purchased and I'm trying to get some tech support with it I can't access it when I go to it and I can't log into my app that I usually log into it with. I'm trying to see can you guys assist me with it? Uh, yes, um but I can't I can't access none of it. It doesn't even show up. I wanna uh change my Wi-Fi password and all that stuff and I can't even get into the system. Okay, my serial number is I[ silence]
01:00
Speaker 2
um this is charmed how can I assist you today Oh I see right just to confirm sir the only problem is you cannot login on the lynx this app is that correct Oh I see and may I know sir what's the reason why you want to access lynx this app Oh wow I see got it can you provide the model number and the serial number of this lynx is router that we have here
01:00
Speaker 1
380 for me let me pull it up here look and see it is 380 and David 10 Mary 31 Bobby 0-0-235. Uh-huh. 3-1 B as in Bobby 0-0-235. That's the serial number.
02:00
Speaker 2
Please repeat your three digits, five zero M. Now, what's the next? [silence]
02:00
Speaker 1
Yes, I can the model number is going to be e as in eckwerks uh 0845. My service provider is uh spectrum.
03:00
Speaker 2
And usually there, uh, uh, Model number. Sir. can you see that? E8450. All right. And also, you may know who is your Internet Service provider? um, yeah. uh, hard term. Uh, when you try to access the link, uh, what's the error message? uh, please connect to the internet. Uh, so what I, did I type again in that. Where else can you see that?
03:00
Speaker 1
[KEEP_UNCERTAIN] And every time I go into it, it keeps saying some kind of error, um, like as if try back later or something like that, um, I have the app on my mobile device where I can check it as well and it does the same thing. I had a login password, I had set everything up and registered the equipment online and I can do it again from my phone. I have the LEXSNÅkeseksin app on my phone. Okay, now I'm gonna try to log in again and do what it tells me. Okay. It says secure logging into your. Okay. But it acted as if I need to add my system to my thing and I already set it up and created the uh router identification and everything.
04:00
Speaker 2
Mm-hmm. Okay, one moment here. What? I will be Thinking boy or computer, Circums Institution, institutions.
04:00
Speaker 1
And, um, it kicks me back to add an existing router to your system, and I already have one. Okay, I have one. Okay.
05:00
Speaker 2
I see. Upon checking here sir with this device and or this router that you have sir, this device is not supported by the 11 's app so you cannot access your router setting on the 1. If you want to access the router setting sir, you need to open a browser and then access it on the browser using the IP address of the router. And also and also based on the information also here sir with this device. Your device was already out of warranty last June 17th of 2024 and for the out of warranty device sir, I do apologize but I could not provide any further assistance on that sir.
05:00
Speaker 1
How much is it? Okay, that's no problem. I'll pay that. I'll pay that. I'll pay for the tech support for $15. [silence] Well, everything is working. I just wanted to change the Wi-Fi name and the password, but I can't access the software.
06:00
Speaker 2
Three troubleshooting over the phone on however if you insist, I can provide a one-time non-refundable technical support. session lasting up to 60 minutes. But you need to pay $15 for the troubleshooting that we will do. However, if you don't want to proceed then I see all right. So you want to proceed with the $15. However, if you don't want to proceed then what I can do is I could send you an email instead on what where you can access your router settings. I see all right. Got it. So let's proceed with this one. One moment but this router is it working? You just need to you just want to change the WiFi name and password correct. [silence] Could you spell that for me? Yeah. And how about your email address
06:00
Speaker 1
my email address is going to be V as in Victor, as in Apple, N as in Nancy, I mean, B as in Boy, Y as in boy, seven, eight, eight, eight, eight, eight, at Gmail.com. That's V, A, B, seven, eight, eight, eight, eight, at Gmail.com. Uh-huh. Uh-huh. Okay.
08:00
Speaker 2
48 Tristan gmail.com. Yes. So let me create a quiz record for you. You here. Give me about two to three minutes, sir. Please stay with me. All right. Sir, yes, let's see the the page next. So by purchasing this service there, uh means you agree to a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. And if you're unable to resolve your issue, then there is no refund or replacement of the issue. And this paid service is for troubleshooting only and does not include follow up sessions. Do you agree to this? All right, so let's proceed with the the page here and I will pause the recording here so that we could not capture any information with regards to your card details. All right. So just to confirm.
08:00
Speaker 1
Yes. Van last name's going to be Brookyne. need the card number now, Okay. hold on. Okay. caught number is going to be.
11:00
Speaker 2
are you calling from US yes? sounds good. shall I proceed with [silence] got it. kindly provide, the first and last name shown on the card that you'll be using please sir, sure.
11:00
Speaker 1
[REDACTED_PAYMENT_DIGITS] Security code is going to be... Hold on, hold on. Security code is going to be... [REDACTED_PAYMENT_DIGITS]
12:00
Speaker 2
the zip code sir all right let me process the payment here one moment and off sir i will send you the receipt of this one so that you will have a reference with regards this transaction that you made i see
13:00
Speaker 1
Mm-hmm. Yes. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Browse is open. Oh. 192.168.1.1 Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Mm-hmm. I just did that. I hit enter and it said connection to 192.168.1.1. Go ahead. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. It said the connection to 192.
14:00
Speaker 2
All right. Already sent you the receivers and let's proceed with the troubleshooting. Okay. So, is your laptop for is it connected now to your link's Wi-Fi? I see. Okay. Kindly open a browser, please. All right. On the address bar, sir, on the address bar, kindly type in 192.168.1.1. 192.168.1.1. Yeah, please. Yeah. Go ahead. What's the message?
14:00
Speaker 1
168.1.1 is not secure. Is a you're seeing a warning? yeah Chrome Chrome. huh. I don't have a Vant. click. is continue to site or go back? Okay. All right. now it says, now I can click advance. uh click that Vant. it said the server you the service could not provide that in it is is 19296 is not secure. certified that it's not trusted by your computer operating system. This may cause a malfunction or a an attack or an attempt connection. [silence]
15:00
Speaker 2
No worries. Is it Uh are you using a Chrome, a Safari, a Firefox or a B Researchers? Chrome, can you click advance? I continue to site. Yes, proceed. No worries regarding that one, sir. You get that warning because browser looks for signed security certificate. [silence]
15:00
Speaker 1
I went ahead and process it. Then when I went, I went on to it. It said, congratulation, yeah, you're you're connected to the internet. Firmware update, uh check firmware update. Now I'm here, it said, that is all there is to set up enjoy your uh internet. I'll click done. Okay, now I'm sitting here looking at the configuration. Uh now I can I have a password that I can enter. But it's been so long. Um, I need a authentic required password. So only password I know I have is the my device and my phone.
16:00
Speaker 2
it's associated with the website? Yes, Click proceed. [silence] No need yet. What's the next option you see? Yes. Click done. [silence] I see. All right, is it asking for a router password or an admin password? What password is
16:00
Speaker 1
authentication required, and this is a password. I'll type in that mean. And I go to click in. Yeah, it says log in fail. Please wait for the countdown, then take me back to it again. I have another password, save it in my actual device. Hold on. Yes, I'm going to now to try to use that password. Okay.
17:00
Speaker 2
All right, can you type in admin, all lower case? Admin, yes. Mm-hmm. Yes, kindly type it in, the password that you have. Mm-hmm.
17:00
Speaker 1
Okay, uh, all righty. Hold on one second. Trying to gather it. Oh, they're saying that password is incorrect, so I'm probably going to have to, I'm going to go to my password manager. Okay. Yeah, it can have a total of, I'm going to try this password and see, does it work.
18:00
Speaker 2
All right, did you input the password? [silence]
18:00
Speaker 1
Oh gotcha. Let's double check that. Yeah, don't hit that. All right, confirm. All right, processing. OK, should I close this window? Oh, what's my password? Oh. OK, so you're closing it. taught the new password. Right. Hey, you are good to go. Oh, that one didn't work either. Oh, oh, oh, oh, oh, oh. Okay, the countdown is still going. Got about 12 seconds. And it's the remainder of retries. I got two more times I can retry, so we got it.
19:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence]
20:00
Speaker 1
I changed the router password when I first bought it. Okay. See if that takes me in there. Oh, that one didn't take me in. I only have one more time to retry. Do I need to close the cursor out and come back? [silence] Okay. I think that's what we probably end up having to do.
21:00
Speaker 2
Did you change the router password? I mean, the wi-fi password? I think, um, if still it doesn't accept your password, the last option that we will do here is we need to reset your router. And then set it up again. So, just to set the proper expectation also sir, once we reset your router, all the device that are connected to your wi-fi right now will be disconnected, and your wi-fi or your router will go back to its default setting.
21:00
Speaker 1
But we got one more time to try. If we can't get it then, then we'll reset it. Yeah.
22:00
Speaker 2
Yes, sir. That's the last option for you to change your Wi-Fi password. All right. Did you input the password, sir, the last attempt?
22:00
Speaker 1
the code for the Wi-Fi. Would it. This. this would be the router code itself, correct? Okay. All right. I got 40 seconds. it's about his last password. If not, then we've got to reset the whole thing.
25:00
Speaker 2
Yes, it's the route. It calls it self. All right.
25:00
Speaker 1
15 seconds. Okay. Here it is. It's available for me to put in the new password. Okay, let's try this last password. Okay, I'm trying it. And see if it goes. Nope, it is too many, too many fail attempts to log into, the account has locked itself. Okay. Okay.
26:00
Speaker 2
I see, okay. So, since it will not accept all the passwords that you've tried, then we need to reset this device. And, since I already provided you, that it will go back to the default settings,
26:00
Speaker 1
Okay, 20 seconds. Okay. All right. It's blinking now. Oh, he is blinking. Let it go. It's just blinking. I'm still holding the reset button.
27:00
Speaker 2
So kind of press and hold sir the reset button of the
27:00
Speaker 1
All right, it completely went off now. It's coming back on. Mm-hmm. It's flashing. Blue. Yeah.
28:00
Speaker 2
All right, so let's wait for a minute or two until that device is done starting up. The Uhu uh, Now what's the light status there of the outer right now? uh, what's the light color flashing? Is it flashing blue? All right.
28:00
Speaker 1
All right. It's, it's back on solid now. uh, it's solid and the internet access to it is blue. My laptop. Oh, God. Well, it's, it's already connected to the name. So, it's connected. It's showing connected. It re-changed the name back to the factory. So, it is Lynx is 200, 235. Uh-huh. [silence]
29:00
Speaker 2
Okay. All right, is it solid blue? Nice, you get it. So canyouyou connect your laptop to the default wifi name of this router? Yes. All right, so it's already connected. Okay, so kindly open the browser again, sir, and then type in, again, the 192.
29:00
Speaker 1
Okay. I'm doing that now. Okay, hit advance. Continue. All right. Oh, it is bringing me to the network. Now it says to access and set up your wizard. Again, you will receive a reset device back to factory to factory. Click next. Okay? All right. It says please check the license box. Okay, I've done that. All right, hit next. All right. Now it has where I can set up 2.5 gigahertz network name.
30:00
Speaker 2
168.1.1 I know. just follow that setup So how does it work?
30:00
Speaker 1
And passwords, so I can set up two different passwords. Okay. Okay, I'm just going to do. Yeah. [silence]
31:00
Speaker 2
Yeah. You can set up two different passwords or you can just use the same password for the two networks, just different Wi-Fi names. If you want. you Yes. page are you now sir? I see all right.
31:00
Speaker 1
The passwords is is for the Wi-Fi settings. It said Wi-Fi settings. I'm trying to create a good password.
37:00
Speaker 2
All right, so is it for the admin password or router password? I see.
37:00
Speaker 1
Passwords are very sensitive. Rule number four, what is that? Should be upper. That one of them is set up. Got it. Up. Okay. Going to the next. All right. Set it up. Now, router password. Router password. Yes.
40:00
Speaker 2
Press on The router password for your router settings password section. And make sure that you write down all the password that you created to share. and also take a screenshot of that. Okay. Did you create the router password already? [silence] All right.
43:00
Speaker 1
Okay. I got the password saved. All right. The next, it showing me everything I have. [ silence ] Okay, Nick. All right. Set up. Connect. Yeah. Okay. Hit next. It's showing me. Say connect to your network now. Say it say connect to your new network. And it shows me how to connect to my new network.
46:00
Speaker 2
Alright, so you already clicked the next option. Yes, there go back. Yes, go back to the settings on your laptop. Enjoy.
47:00
Speaker 1
Okay, I found it. Okay, asking for my new password. I'm trying to put it in. I have no idea, in that sense. My point being is, if it's in your window, my window, go to your settings. And there's an option, if you have it, if you're using a modern pop, to basically connect to hotpoints. [silence] And, typically, if you choose that option and simply put in the passcode on Windows or Mac,The only thing I ever have to do is connect to that hotspot and type in my password and hit okay, and then it'll pop up, apparatus, if it's for Apple products. type in that password and I'm back in.
48:00
Speaker 1
Okay. I'm connected to it. Coming up. They're showing me. I'm connected to it. I'm on YouTube now. Everything's loading up slowly. Yeah. Loading up now.
49:00
Speaker 2
All right, so you are now connected. Okay, can we open any websites here or like YouTube or your email and check if your internet is working?
49:00
Speaker 1
All right. Everything's loading up on these. They got one of my settings at 2.2.4 gigahertz, and I got none at five gigahertz. What is the different between those two different gigahertz? Okay. Yeah, I'm connecting to the... I'm connecting to... [silence]
50:00
Speaker 2
All right. So, a Mhm. All right. The 2.4 has a wider coverage. However, the 5 gigahertz provided you a strong coverage, but a smaller coverage. All right. So, the internet is already working and you already access an app.
50:00
Speaker 1
So 2.5 right now. All right. Yeah. Honestly. Now. I just have to take a look at it yet. I click on the video feedback and to get okay, no browser look at... yeah, a lot I might... [silence] Uh, YouTube. Priority periods. Okay. All right. For some reason, we got booted out that page. Let me go back. I'm back on that page. It takes me in. Now, I'm having. Yeah, is it an internet connection? Please wait. All right. All right. Now, is that that that
51:00
Speaker 2
And also, sir, you may go back to the page to the setup page you're accessing earlier, so that you can click next.
53:00
Speaker 1
What is your password? I just click I'm not doing that. That's for my email address. Okay, next. skip that one. This is an important update for your router. So, I hit automatic and hit next. See what they got. Got my firmware. I'm going to click done with that for now. Go back to the setup part. What? I'm here now. It's asking for a password. Let's, let's put this router password in. So, we can make sure we're on the right path. All right.
54:00
Speaker 2
you can skip that one, sir. yeah, you can skip it. mm-hmm.
54:00
Speaker 1
Hey, password in. It takes me right into the router. I'm on the uh router information, uh internet connection. I scroll down, go to the stuff for the next. Yeah, I'm on the dashboard. Uh-huh. Yes. Okay. Okay, thank you very much. No, that'll be it.
55:00
Speaker 2
Uh-huh. OK, so you're already on the dashboard. OK. So since you already set up the device, you already changed the SSID and password. And also, you are already on the dashboard. It means that you're ready to go, and also you confirm that the internet is working, correct? Mm-hmm. So yes, or you're good to go. You can enjoy now your Wi-Fi. All right. Thank you so much. also server content. Is there anything else you could assist you with other than this? Uh-huh. OK. So you're already on the dashboard. All right. Thank you so much for, if you need further assistance. assistance in the future, then don't hesitate to contact us back, all right? You're welcome, sir. Have a good one. Bye for now.
55:00