Speaker 1
it's not going to be it i don't want to be uh seemed to real number no you don't wait i got a problem uh my my Lynx router wants me to give it a password and it won't accept the password that i saved so
00:00
Speaker 2
Welcome to linked 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.linked.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, 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. If you're calling links, this is my name is Gerald. You go now.
00:00
Speaker 1
Essence to routers dead to me. Are you there? How do, it's a router password that I'm having trouble with. How do I, there's no instructions on how to change the password. I'm, no, no, I'm trying to, I'm trying to have my router so I can get the internet. Okay, the router is used so I can connect to the internet with my iPhone and my computer. And right now, the router refuses to connect me to the internet for any machine, any machine that I've got here, because it's asking for a password. OK. And it
01:00
Speaker 2
Are you trying to change the the router password or the Wi-Fi password? So I... I... Right, so are you trying to log into the Linksys app? You're trying to add your router to where? Which device? That's it.
01:00
Speaker 1
It doesn't have the password at this date. Excuse me? Okay, hold on a second. I just saved the search. The uh the model number is EA7430... I do need the serial number after all. My wife wanted to give it. I can't see it. My wife has to give it to me and I told her I didn't need it. And now you want it. Why didn't you tell me that? Yeah, she's getting she's she's gonna be getting it for us. [silence] I do need the serial number after all. [silence] My wife wanted to give it. I can't see it. My wife has to give it to me and I told her I didn't need it. And now you want it. Why didn't you tell me that? Yeah, she's getting she's she's gonna be getting it for us. [silence]
02:00
Speaker 2
we'll figure out what to do with that. Can you give me the serial number and model number of your Linksys router so I know which device we're talking here. [silence] What is the serial number? I do need the serial number to proceed.
02:00
Speaker 1
S slosh N. N. that. That was it. Okay. 35 L 35 L 35 L 10 M 10 M 26 B and - 26B 00289 00289. What did you get that? [silence]
03:00
Speaker 2
I'm confused, actually. So what I got here is three, five, then you stop there, then one zero M, then you kind of, I'm not sure. One more time, please.
03:00
Speaker 1
it's 35 L then 10 M then 26 B then 0 0 8, 89 289 0 289 [silence] okay. brad brader f is in frank r robert e edward george george that's gg then e edward r robert
04:00
Speaker 2
Got it. Got it. Mm-hmm. Uh-huh. Okay. What is your first name and last name? Mm-hmm. How do you spell your last name?
04:00
Speaker 1
Well, it's uh it's Brad Traeger at gmail.com. Uh it's LISCO, it's a it's a small intervention provider here in Fairfield. Fairfield Iowa. I'm in Fairfield Iowa. Where are you? I just I'm in Fairfield Iowa, I just asked where you are.
05:00
Speaker 2
all right, thank you, and what's your email address? I'm gonna, Gmail, okay, who's your internet provider? I'm sorry, always question? oh, okay. I'm the Philippines. Let me check your serial number real quick. all right. Thank you. Thank you, and I'll continue checking your email.
05:00
Speaker 1
Excuse me. Say again. No. I'm 86 years old. I'm not sure what kind of troubleshooting I can do. It's asking for a password and I don't have it, and I don't, there's no instructions how to how to put in a new password or how to identify myself so that it will accept a new password. I have no have no instructions to that. [silence]
06:00
Speaker 2
Any troubleshooting that you have done prior to calling? [silence] got it. [silence] Okay. I got the result the serial number here and based on the serial number that you provided it's showing that your E87430 is out of warranty.
06:00
Speaker 1
I'll think about it. I'll call you back. Bye-bye. I think you said $[REDACTED_PAYMENT_DIGITS] It's not worth that PDV. yeah, you, I know you are. My card, sorry, my card, $[REDACTED_PAYMENT_DIGITS], I want to know who I'm talking to are you at linksys? Is that who you actually work for as linksys? What? Well, it's just that, yeah, I just want to know if you're in place.
07:00
Speaker 2
And for out of warranty devices we charge $15 to assist so you'll care with that. It's non-repudndable. bye thank you hello I'm still here hi. Yes. or if you want I can give you a second option I can send you a guide through your email I mean through your email and how you can do the troubleshooting yourself that way you won't be charged and it's going to be the same if you're going to do it here. so if you want to do that we can do that. But yeah, to answer your question I am from [silence] directly linked is okay before we proceed today I want to make sure that you have a full understanding what you're going to pay that again it's non-reliable it's gonna last 16 minutes whether the problem picks or not that's still going to be $15 okay you you want to proceed right all right opening my top now I'm still here one second
07:00
Speaker 1
That does, I think the flashlight's on. Okay.
09:00
Speaker 2
([ indistinct ]). Okay. Before you provide your card info, just to let you know, we do not store your card information here, so I'm going to pause the recording because the call now has been recorded for quality assurance. Okay? All right. Let me pause the recording now.
09:00
Speaker 1
Am I supposed to be giving you some information? 5189. 5, 489, 5189. 5189. 410 00 7299. 7299. 3853. 3853. [silence] I believe that you're talking. I thought I was giving any numbers until the eight. 5189. 5489. [silence]
10:00
Speaker 2
now let me make sure that the recording is paused okay it's paused what's the card number huh?m
10:00
Speaker 1
One of 29. One of 29. 304. 304. Yeah, Brad. Now I'm on my iPhone. Am I going to be able to do this from my iPhone? Okay. Yeah, I have my iPhone up my laptop. Hold on a second. Hold on a second. Uh...
11:00
Speaker 2
[silence] What is the expiration date? [silence] and does that security code [silence] name of the card? Is that your name? [silence] Hm. [silence] Wee we can try. [silence] better if you have laptop though or iPad. [silence] Do you have iPad or laptop? [silence] Okay. [silence]
11:00
Speaker 1
Okay, I'm on my laptop with the right glasses. What's the URL? Okay, I'll just wait for you. I I'm on I yeah, I don't know where to go. I I've got the I've got my my laptop open, but I don't know what to do. My the laptop is connected to the Wi-Fi. Let's see if it's connected.
13:00
Speaker 2
Oh, sorry. I was actually talking to the, I was mute. So, yeah, what's a light of the router? Quick question. Is there a device that's connected to the Wi-Fi? Okay.
13:00
Speaker 1
No, that's okay, I'm. Did you hear? Did you have a full show? I don't. Yeah, I'm connected and secure to my to my Wi-Fi on my laptop. Google Chrome. I, I, I'm not sure I have Chrome. I have Google, but I'm not sure it's Chrome. Um, let's see. Well, I got Duck Go and Microsoft Edge. I have Microsoft. [silence]
14:00
Speaker 2
Open Google Chrome. I'm sorry, what was that? Right. Can you open Google Chrome? Yes. I want to need a Chrome. Can you have Microsoft Edge or other browser? Firefox or... What do you have there? Let's use The Edge.
14:00
Speaker 1
Edge is open now. yes.
15:00
Speaker 2
All right, I'm gonna give you a number just type these number into the web address bar, are you ready? The bird top search bar or the URL bar. Okay, that is 192.168.1.1.
15:00
Speaker 1
asking me to I'm being asked to sign in access router router password D I'm sure the password was changed positive I'm positive the password was changed I I I got I've already told you I've tried I've tried we have two passwords I've tried both of them and neither one works Invalid invalid invalid password. Well all right, so if I do that, how am I going to how am I going to be able.
16:00
Speaker 2
Okay, so I guess the only option we have is to reset the router by doing reset. This will inform me before we do that. It's gonna set the router back to default. Meaning to say the Wi-Fi name the password, all devices connected to it will lose the connection and the settings will be removed or erased. That's the only option we have.
17:00
Speaker 1
I have to change stuff on my computer that won't be connected. Yeah, so how do I -- then how do I update everything if the device don't have any connections? Oh, fuck. Yeah. Yeah, but I know, but let me tell you my concern. My my laptop is working. If this thing screws up, then my laptop isn't going to be working either and I'm dead all -- I'm dead on my laptop and dead on my iPhone.
18:00
Speaker 2
All the devices will lose the connection, yes. We will we will set back the settings to whatever you want for it. I'm just letting you know before we proceed, because that's the only option we have here. This E7-4, what is it? 7.4? Yeah, 74 3 0. Does not have a recovery option. Doesn't have recovery key. [silence] And I understand that.
18:00
Speaker 1
Yeah, I don't know. Why can't we figure out the password? I'll I'll I'm not going to move forward because my my iPhone will work. My iPhone will work in other ways but my computer can only work with the router. So I'm not going to move forward. All right, I'll trust you. Let's go. What do I do?
19:00
Speaker 2
But again, that's the only option we have. It's either you proceed or we cannot move forward. We can just set up the router after we reset it, we will set up the router. Okay. So, is your computer hard?
19:00
Speaker 1
Wireless connected. It's a windows. Oh boy. Absolutely take the time you need.
20:00
Speaker 2
... Hardwired to the router or wirelessly connected. ... Is that a Windows laptop or a Mac? Windows. I think we can retrieve the password if it's connected to Wi-Fi. One second. I'm just going to open my tools right here without resetting it. Hopefully we can but give me a minute or two. Okay. I'll be right back. Thank you.
20:00
Speaker 1
[silence] Yes. Okay. where the heck is that thing? And looking. is this it? that's that's the left oh that's 4 box? yeah okay it it was it was on the lower left but you're forgiven yeah but i got it i i i I pressed it and I opened it up Say again? I I I I I I I I hear you select network connections is what you did Oh type in network connections [silence]
25:00
Speaker 2
hello? lower left? type in network connections type in network connections search for network connections there's a search box press the key the key windows key and then type in network connections [silence]
26:00
Speaker 1
Okay, I've got Wi-Fi. Okay, it's it gives me a disable, connect, disconnect, status, diagnosis. Status? Okay, click status. Status.
27:00
Speaker 2
Yes. [silence] Alright, right click Wi-Fi. [silence] status. Yes. That yeah. No, status. Yes. And look for the wireless properties button. Click that.
27:00
Speaker 1
I got a properties box down at the bottom. Okay. It says Wi-Fi properties. That's where I am. That's where I am. I'm that's where I am. I'm in the Wi-Fi properties window. Let's see. It's just a small type. Connection uses the following real lecture, connect using real lecture, configure description, install, uninstall.
28:00
Speaker 2
No, just wireless properties. That should be there. Oh ya. Maybe that's it. Yeah. Click that. What do you see? You see connection and security? That doesn't sound right. Let's go back. Right-click Wi-Fi select status. [silence]
28:00
Speaker 1
Wi-Fi select status. I'm in Wi-Fi status. Now, what else? what am I looking for? Yes, that's the page. That's the page. Right. Yes. Okay, I did.
29:00
Speaker 2
okay, that's not bad. did you see it? okay, factory reset is probably something I'm going to have to doing. my wish phone's not going to have any creative or know problem with their phone. what you click on is not even close to what you're trying to do. have you go back to the home screen. let's do this. let me download my type of reset to maybe factory reset it, think.
29:00
Speaker 1
Okay. It's not showing me nothing. It didn't do anything. Wait a second. Network security key. Right. It shows me the network security key. No, that's a weird number. I've never seen that number. Should I try to connect? Okay, hold on. [silence]
30:00
Speaker 2
Go select the second tab. That is security. And then show characters. Enable that. Or check, put a check mark on it. Just click it. And then it will show you the Wi-Fi password. It does not show you the password, the network security key. Now that's your Wi-Fi password. Is that the one you've been trying? Let's try and use that password, yes.
30:00
Speaker 1
okay so let's I believe it's number 46. I think it's the one we've had all along. that one right there it's nice sheet that I can get the same one. let's just read it to you like there. We might have got a number wrong. No it's the same number for me. [silence]
31:00
Speaker 2
What is the wife's name you're trying to connect?
32:00
Speaker 1
Well, I'm trying to enter it into my phone. I have to do it manually. Under Wi-Fi. How do I don't understand. What's that? Yes. Right. So, wi-fi setting is is nothing. Huh. No, it's turned on. I I I it's got a green deal. Wi-fi's got a green deal, then it shows the links to 00289. I click on the links to 00289 and then.
33:00
Speaker 2
I am doing it manually or you you're selecting the Wi-Fi they don't have to do it manually. yeah, just go to Wi-Fi. I mean, yeah, you manually type in a password, but you don't need to manually type in the Wi-Fi name. Just select the Wi-Fi. Okay. Go to your phone settings. Go to Wi-Fi settings. maybe it's turned off. Turn it on. uh-huh. [silence]
33:00
Speaker 1
Pops up says incorrect password for linksys00289. I click on okay, click on okay, and then it says enter the password to join this Wi-Fi network. I entered the password that you just, that you just pointed out and it said wrong password. That's the original. What? The password at the bottom of the what? Oh. Is there a password on the bottom of the router? She's looking. Is it people? What word are you saying? Are you saying people? [silence]
34:00
Speaker 2
did you try to press or at the bottom of the unit? I think the password is default there's a pass password at the bottom of the unit. Can you try that? the unit the router. Yeah the there is yes. try that. I think it's default. I think it's default so it's not set up.
34:00
Speaker 1
Yeah. I've been using I've been using this router for too long. I think I've been using it for six years or something. It's always been a little bit of a problem but it never forgot the damn password. My phone's forgot the password. The Wi-Fi password is is the one with that's the 6G Oh, Barbie says the password on the bottom of the unit is the exact same password. So that same password is in three places. We had it in our notebook. You showed it to me on the on the on the uh laptop and it is the bottom of the of the unit. And it all there are all three the same and it and the phone does not recognize that password. Because I changed the password. [silence]
35:00
Speaker 2
Oh, it's not changed. [silence] Maybe. I'm just guessing. For now. [silence] No. If you did change the password, it should show up in [silence]
35:00
Speaker 1
Yes, we. I hear what you're saying, but... I hear what you're saying. Go ahead. No, I understand exactly what you're saying. However, however, if you were here, you would be just as frustrated as I am. [ silence ]
36:00
Speaker 2
I am. The default password. Dorado. D should update it. The the password. If you change it. The thing is that if we're going to reset the router, I'm sorry, go ahead. I mean, I understand your situation. It's really frustrating when something is not working. It's just that, if we're going to reset the router, you're going to need that password. Same password, same name. So if that's not working, we're going to reset it. It's probably not going to work, but we can try. That's the that's the only option we have here.
36:00
Speaker 1
Yeah, I told you, I told you already. I'll use my phone without a password. That way I won't lose the password. I won't lose the internet connection on my computer. I don't want to screw the computer up, but you I'm worried that it's going to screw the computer up. All right. In essence, you're not able to help me in a way that's acceptable. Do I get a refund? you I I'm kidding you. I'm kidding you. I apologize for kidding you. All right. Thank you for all your help. Bye bye. Okay, what about that? What? How about what?
37:00
Speaker 2
Unfortunately it's irreplaceable like they said the beginning it's irreplaceable. Yeah that's good. Okay how about this hello how about we put it on my notes here whenever you so if you decide to reset the router you can still.
37:00
Speaker 1
OK, thank you. OK, I really appreciate that. Thank you so much. You too. Bye bye. I hope you realize, Brad, that that router's turned off. Did you-- it's turned off. Did you know that? That router's turned down. Well, turn it on. Well, I mean, why--
38:00
Speaker 2
You can get a support, but it's limited. I'm gonna put in my note that you paid and I'm unable to help for now because you do not like the resolution. So, how about I put it on my note? So, when you decide, you can call back. All right. You're welcome and okay. I hope you have a good one. You take care. Thank you. Bye bye.
38:00