V2 Rubric Detail — f91ccff0-703e-11f1-b…

Welcome to links of 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 product, please have your devices 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. Hi, thank you for calling link systems. My name is Raquel. And how may I assist you today? Is this used to work fine before?

I have the serial number of your linksys router that can be found at the bottom. and may have the mod number as well, normally it's on the same, ah, okay. alright, thank you. this is your first time calling linksys? let me create a record as well. may have your first name and last name.

All right. Thank you. and I have also your phone number. In case we get disconnected, I'll be able to call you back. All right. And we have also your email address. All right. So it's initial of your name, then your last name. Dot C-A at gmail.com. All right. So there's an ex. Thank you. And while my systems checking the hard reward. Okay. All right. Thank you.

Okay, um, okay. All right, thank you. And are you in the same location with the nodes right now? May know what's okay. All right, and what's the light on the top of the main parent node?

Blinking blue or solid blue? Are you okay? When you try to log in using the router password on the Linksys app, is your smartphone connected to the Linksys mesh Wi-Fi? Have you also tried? like uninstall reinstall the Linksys app. Can we try that? Uh let's try to uninstall first and reinstall the app. Then we will try again [ silence ] login using router password. All right?

Okay. Yeah. Okay. Okay. All right. All right. [silence] Yes, please. [silence] Okay. [silence] All right. All right. [silence]

Okay. I'm waiting for main dashboard. Yes. One of you could be something to do with the clear caching or stay on the app. All right. It's changed. All right.

I see. Okay. Uh, let me check, uh, the same email that you're using to try logging in into the app, right? Okay. Okay, as per double checking, Uh-huh. Okay. Uh, for the account, they use it, the use of it is for remote access and upon double-checking it here, there's no router associated to the account. I mean, I mean, yes, there's no router associated to the account. That's the reason why it prompts for a message that you need to add your router or your network. So, you may need to add it. And just to set your expectation, um, you may need to log in again using email address on the app. You can log out.

So reaching out from local access, which using the router password, then use the email to log in. And just to set your expectation, with this one, Joseph, with our links to smartwifi website for remote access, and in case you wanted to like remotely access your network using a website like linksmartwifi.com. I'd just like to set your expectation, it has been discontinued. So you may encounter error when logging in using email account. Yes, you can still add your router to the account, but if you're going to remotely access.

So it, because there are two ways to log in in, using your, in, in your router setting, using your app or using the browser. And each app and browser, you have 2 ways as well to log in, using router password for local access and email for remote access. Same goes with the browser. Oh, local access. You can using my router that local or using the IP address. Yes, for web browser, yeah, yeah, yeah, since it it has been discontinued. But on the apps, it's still working. It also work. Yes, it will work. You can still log in using your email but in the event that there's any need to, like? I'm sorry.

okay did you already log out from being a local access using the router password okay okay then select log in using email and password then it should okay yes and then your email account password okay

is you this what I mentioned earlier that yes are those existing one that they have already added a router to the account they can still login into the app, but when it comes to like an adding another router verifying account. That's the reason why for that is it has been discontinued. No worries. you can still like login into. Let me check it here if I can look up using the serial number of the main parent node. Okay, let me check it here. I see. It doesn't show um any record or a router associated to this account and there's no active account. So, if the app would ask to like add your router, meaning that router has no account associated to that. But again, uh for disclaimer and adding a router and verifying an account, there will be an error due to the Lyncksys Linksys Smart Wi-Fi has already been discontinued. The some customers can able to access using email login into the app, if their their router still like has been [silence]

Yeah. [pause] Yes, an update with links to smart, Wi-Fi account, that it has been discontinued. [pause] Prior to that, it's not actually associated to an account checking by checking the serial number, yes, you have active account, but no router on it. And since you are trying to add it onto your account and there's an error, so it's not working anymore due to that our update with this continuing the lock

Yes. Um-hum. Yes, since there's no router associated to the account and when you're trying to associate the existing router that you have, there's already a

you're still should be online and you should be able to access your router using local access. Alright, because what happened was, during the creation of your account, the router has not properly like not able to link to your account. So, from the first start, so you're using only the local access, not the remote access.

Yes, since it has not been asserted, and it's now preventing to add a router due to the uptick. Unfortunately, it applies to all to all the, a router if you're going to add a router to an account. So, we actually recommend or encourage you to use local access for more secured network.

I really understand, but no worries. Your router is still online. Should will be he able to log in locally for more secure network. I understand how with that. [silence]

Okay, I'll check if I have one available one here. So I'm going to hold the line for about 2 to 3 mins and I'll get back to you, okay? Yes, I'm going to hold the line so that I can I will double check if I have one available. Yes, 2 to 3 mins. All right. No problem. Okay. All right, thank you. Stay on the line. Yeah, mm-hmm.

Thank you for being patient. Hello. Yes, um, uh, this is Joseph, uh, right? Yes, Hi Joseph. My name is Kirby and I'm one of the supervisors here in the our Lang's tech support. So, um, Raquel, um, informed me regarding your concern and just to verify if we did get your concern, uh, this is regarding, um, adding of your account to the link's Linksys Smart Wi-Fi access to that you may be able to access to our router remotely, uh, outside your home. Am I right? Yeah. So, um, I hope Raquel was able to inform you that we have ended, uh, this feature in our router, uh, since, uh, we will be. Mhm. Yeah. Right.

Yeah, so so just to provide you as well with a history, Joseph, basically this router is already, you know, we already stopped manufacturing this router. So, basically, well, we will be ending the remote access to the Linksys smart Wi-Fi. So, I do apologize regarding your concern but you don't have to worry because even if we you lost the access of this router remotely, you should be able to change the setting. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Yeah. Yeah. So, basically that's one of the feature of the router before. However, we will be [silence]

discontinuing that access with our cloud server. So that means that we will be – we no longer have a cloud server for our routers, since that feature will be discontinued, Joseph. I do apologize. I understand where you're coming from, since that feature is really kind of handy. So for this one. So basically, even if we're gonna replace the device, Joseph, you know, using a different model number, this is not just pertaining for this specific model. It is, you know, all around the Linksys devices. So regardless of which model number, the cloud server is no longer, you know, available. So we have discontinued the remote access for the whole Linksys products.

So, so for now, um, Joseph, just to be, you know, um, open with you. Uh, we have stopped manufacturing routers. So we don't have any, uh, current new models. So, uh, that's also one of the recent. Nearly close, um, Joseph. But we stopped, uh, you know, manufacturing routers for now. So, uh, we are, um, planning to have a new technology. However, the router with that new technology will no longer be working with a cloud, um, server. So, uh, so that's, um, uh, yes. Yes.

so for now we have stopped manufacturing um and uh we still don't have any exact date of when we will be releasing new routers. But definitely we have stopped manufacturing routers for now. Um that I have basically no idea at all. Um Joseph. Uh but we we do have plans in the future but for now, yes. So, um we've been acquired by Fortinet. However, uh the plans of making routers have still not been um finalized and uh for now, um Linksys, you know, stop manufacturing our routers.

Yeah. I apologize for the uh sad news, um, Joseph. I'll, but uh definitely we're, we're hoping that uh LinSys will be uh uh with, with a partnership of Fortinet. Uh we will be manufacturing routers soon, uh however, uh that hasn't been uh released yet, we don't have any uh dates. Yes. It's okay, I'm...

Yeah. Thank you for that thought, Joseph. So anyway, thank you so much for the time Joseph and uh do I apologize for the inconvenience. Um, all right. Okay, Joseph. Thank you. Yes. All right. Thank you. Thank you for that thought, Joseph. Take care Joseph. Have a great day. Bye-bye.