Speaker 1
sorry, we're just looking for the serial number on our, we just purchased this Wi-Fi, Wi-Fi. We're trying to, we got hit by the transformer across our road, blew up and my router system, home router system burnt out somehow. So, I bought a new router system. The same Linksys router system, well it's not the same, it's a newer one.
00:00
Speaker 2
welcome to Linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support.linksys.com for more information about your product [silence] thank you for calling Linksys this is Skylah how may I help you?
00:00
Speaker 1
But I can't get to try to configure it. I don't know what to do. Inside the device. Okay. Oh, I need just a minute. Janet, get your phone, take a picture of that. Well, just a second, hang on. Uh, Nexcom. NexCom? Nexcom. NEX N as in Nancy.
01:00
Speaker 2
Okay, the order or we'll walk you through on how to set this up. But before we proceed, let me just ask what's the model number and the serial number of this battery you can find that information at the bottom or underneath the device. What's your internet provider, by the way? Maxi? Com? Ah, okay. NEX. Okay. And have you could links before or this is the first time?
01:00
Speaker 1
You called the before, Tom? No, I've never had any trouble before. Last time, it was relatively simple. Plug plug and play. This time, it's complicated. Oh no, that's just the password. I think it's the other for goodness. The other thing, there's another thing over here. Yeah, that's what you were supposed to get a picture of. Put it up. Your phone American 705 768 8159 is my cell phone. And I have the serial number. Now, if I can read it, I think it looks like 20 J1.
02:00
Speaker 2
I don't care. So can I have your phone number too? In case we get disconnected, we can call you back. Okay, thank you. Okay, can I have the numbers? Let me check. If I got it correctly. It's 2 0 J for John. And then one zero six five. Did you take a picture of it? Okay. UmAgain 2 0 J one zero and then C for Charlie. Take another one
02:00
Speaker 1
Two. Oh JER Tom, she's reading it. Six five nine, yeah. Zero two five seven three. Looks like And seven, a three or a two, is that what they're saying? Three. Three zero two three zero three six. Looks like an eight. Oh, the model says, okay, W H W zero three. Does that sound right? Oh, Two.
04:00
Speaker 2
Yes. And what's the model number of this device? And the model number is right below the logo links. And how many nodes do you have on the box? And can have also the serial number of the second device.
04:00
Speaker 1
Oh. Where is it Tom? I'm just kidding. 20 J 10 C 65 90 35. Oh. Yeah. uh just got it. just came in the mail. Amazon. [silence]
05:00
Speaker 2
a second node okay and you've mentioned that you just got this device yeah where did you where did you got about when did you order this
05:00
Speaker 1
Monday, I think. Yeah. Yeah. Uh, my name's Tom Ellis, T-O-M-E-L-L-I-S. Tom T-O-M, dot Ellis, E-L-L-I-S at nexicom, N-E-X-I-C-O-M, dot net.
06:00
Speaker 2
So that will be on the um 6, July 6th. Okay. All right. And to complete your record, ma'am, can you have all your first name and last name? Mhm. Okay. How about email address? Mhm. Okay. Thank you for this information. So let me just create a record for this and to, um, did you turn on this device already or not yet?
06:00
Speaker 1
I've unplugged the old device cuz it was really flaky and I plugged a new the primary node in. So that's it. And then I found the I found the... Better ask play story. Go ahead. It's kind of the mode color right now. And a pink. It turned blue at first, right Tom? It turned blue, but then it turned quickly. It turned mold. Yes. Isn't it? Yeah. Pink. We'll go with that. Yes. It's still off. You haven't plugged it in. Okay, they have um they do have uh a switch on the back.
07:00
Speaker 2
Um hum describe the color What color is the light right now on the main node? Like a pink But right now is it solid pink? Okay. So did you turn on all? You'll be using all right? Okay. Is the other node turned on already or is it still off? Okay Um Can we Um?
07:00
Speaker 1
stack with the zero and the one on the bottom and they're both on the one. Do you want me to go and plug the other, you want me to go plug the other node in? We'll do it within 10 ft of each other Tom. because we bought it to put it down in the basement, didn't we Tom? Yeah. range it's. They're going to be a ways away. Can they not be more than 10 ft apart? Oh, after just for now. All right. Fair enough. Okay. Okay. What's the bottom one? Pardon me? Yes, that's right. Okay, the other one's it's got a blue light right now.
08:00
Speaker 2
It should be under one. Uh-huh. Yes. That's the switch. Uh-huh. Yes. But while- yes, uh please plug in the node. Um if possible they are like within 10 ft uh from each other. Yes. Um later ma'am, after, but for now, while setting um uh while setting up the device, they should be on the same location. Again, your internet provider is Nextcom, right? Your internet provider is Nextcom, right? [silence]
08:00
Speaker 1
it only about. only about 6 seconds. yes. there it goes. it doesn't have to be 10 feet apart, right? it doesn't. okay. I'm waiting on the question. Do both nodes have to be plugged in every time?
09:00
Speaker 2
Yeah, let's wait like a minute or two because that will still stabilizing its connectivity. So let's wait if it still turns the same as the other one as solid. [silence]
09:00
Speaker 1
To set it up, should both nodes always be plugged in? Okay, they're both pink now. yeah? Yeah. Correct, yes. Hang on. No, it's in the other one. Should it be put it in the one above the reset? Yeah.
10:00
Speaker 2
to the power sir only one node should be plugged into the to the modem they're both pink okay so on the main node we call this a parent node that node sure there's a cable again attached from that node to the um and the other end is to the modem from um nextcom right okay the cable is plugged in is it right above the reset button or is it to the other port is that right above the reset yes please stand for it [ silence ]
10:00
Speaker 1
okay and I did that okay And I did that, yeah. Yeah. Yes. and it's blinking a white color.
11:00
Speaker 2
Okay. So, um to, set this up, sure. We'll use our, um, sure, up, using a five press sure, up. So, on the, um, parity node, the main node, um, look for the reset button, and then press that reset button five times, within five seconds. Uh that will be press, release, five times, within five seconds. Is the light blinking right now on the parent? Okay. Let's just wait. Preventing loss just wait. Sure, that's trying to shutup. By the way, uh, later,
11:00
Speaker 1
Yes, I can do that. Of course. Once we get the internet going. Yeah. I have to get into my Amazon account to do that. Okay. Okay. The lights blue. Does that mean I'm on board? I'm like: "Oh, it just turned pink. White. It was blue for a second now it's flashing again." Uh-huh.
12:00
Speaker 2
[KEEP_UNCERTAIN] is it okay um if you can um I'll send an email then can you also reply to that and if possible you can send to us the screenshots of the purchase order that you have from amazon that shows the date of purchase like the one that's like shows as the proof of purchase ah okay yes that'll be later that will be and then I'll do that later but uh I'll be sending you now the email so that once there is internet you can just check your email then hmm-hmm. um let's just wait ma'am um this just wait that will like take a couple of minutes to like fully set up because doing that 5-press pairing it will set up the parent and then
12:00
Speaker 1
Oh, okay. Okay. Well, the other node is stirring the class. Oh, the other one turned red again now, too. Okay. Okay. Okay. Okay. Okay. Well, this looks like it's going swimmingly. Thank you very much for your help. I was going to, I'll tell you quite frankly, I was disappointed because we got this card in it and it said to download this app from the app store. And I couldn't get on the internet and I don't have a cell phone. And I don't shop at the app store unless it's quite a lot of router.
13:00
Speaker 2
and at the same time, it will scan for any additional node that is ready for setup. It will also set up the other node. So, that's why it will take some time. So we'll just wait while they're initializing their setup. Oh, you're welcome.
13:00
Speaker 1
Oh, they're still flashing here. They do seem to be synchronized.
14:00
Speaker 2
Yeah. That will take time, sir because it's trying to set up both nodes.
14:00
Speaker 1
Oh yeah, just flashing red now. Still flashing. Okay. Actually, only the parent node seems to be flashing right now. It's just solid red.
15:00
Speaker 2
Okay, let's just wait. Both nodes are flashing. Let's go. And how about the child nodes? It's solid red. that's fiber by the way the type of connection that you have from nextcom is it like fiber is it cable that's fiber
16:00
Speaker 1
Yes, must have messed something up when he because the transfer right across the road blew up and I was watching TV. Yes. Yeah Yes, it's their Molland.
18:00
Speaker 2
They have a modem from next com. Okay.
18:00
Speaker 1
[silence] Still flashing. Should it take this long? [silence] Tom, are you listening? Turn what off? Um, the parent node? [silence] uh, the parent node and the modem. Okay. So we're moving to zero. Okay. And then I'm unplugging the modem. [silence]
19:00
Speaker 2
[silence] sometimes ma'am, but we can try to like turn off your links, is there just a pair of node? turn it off. yes, the pair of node and turn off also the modem. uh-huh.
19:00
Speaker 1
You know what, okay, okay, plug it back in, boots up. Yeah, okay.
20:00
Speaker 2
Let's wait for like around 30 seconds to a minute before we turn on the modem. Modem first. Then wait until the modem is ready. Okay. Make sure all the lights is uh ready before you turn in your linksys.
20:00
Speaker 1
Okay, okay. I have the, the wireless network set up to the, uh, uh, Vallep E17 network. Did you want me to hook it up to my home network or leave it there on the setup network? Okay. I wanted to I wanted to know, did you want me a look like hook it up? We have balconies. Editing is my favorite part.
21:00
Speaker 2
Mm-hmm. Later, sir, we're going to change it to the name that you like.
21:00
Speaker 1
Okay. How's that going still alive? Not ready yet. [silence] Well, I appreciate you taking the time with me today. [silence] Well, I'm seeing two green lights and I'm seeing two green lights and I usually see a third green light, but that is usually I think when I'm connected. So, we might be ready. Do you want me to turn it on? Okay. It's blue right now. Well, it's blue and the third light third light has come on in the modem. [silence] How's that sound [silence]
22:00
Speaker 2
Is it ready? Uh, still, the modem is still booting. mm-hmm . Yeah, can you try another link? mm-hmm . Yes. That will be blue when it starts, um, booting up. So, and then, okay.
23:00
Speaker 1
One's flashing. Flashing blue. And the other one's flashing- other- Yeah other node is flashing read. one one's flashing blue one's flashing red. Yeah but when it flashes it goes in the in between. Oh that's right. One's flashing blue one's flashing red. Yeah but when it flashes it goes in the in between. Yeah quickly very quickly. for a second if I was to speak Oh, it's blue. No, it's solid blue. And the other one is blinking red to blue, back really quick. Now it's flashing red.
24:00
Speaker 2
Is she still blinking? Let's just observe it, if the parent node stays blue. [silence]
25:00
Speaker 1
Still read and flashing. Yeah, it's flashing red now. Yeah. Now they're both flashing. Did you have any connection before you started from the moment? I'm pretty sure, yeah. I was, it was, it was working intermittently, right? That's why I switched it, right? Because
26:00
Speaker 2
Okay, still, how about the parent? By the way, before you set up this router earlier, did you check if there's an internet connection from the modem? Hmm. Additions -
26:00
Speaker 1
It would work, but then it would cut out. So, we did have internet intermittently. But it would be on and then it'd be off, right? Yeah.
27:00
Speaker 2
[silence] okay, um so do you have a, um a computer that has an Ethernet port that we can, um connect directly to the modem to, um like test or check the internet connection or internet?
28:00
Speaker 1
One, plug the modem right- the modem into the Internet into my computer. Should be possible. Let me have a check here. Look for a port. Uh, All right, no, that- what's going to happen if I unplug the modem? Um, like if I take it from the router to the modem like to the computer, is that going to mess up the setup? [silence] You there?
29:00
Speaker 2
Settings, computer computer, yes, does your computer has an ethernet port, yes?
29:00
Speaker 1
They're existent. They're good here, at least I got one one in one my leg still. Okay, and it's it'll reach. It's laptop. Hmm? Yeah, it's Windows 11. It didn't seem to leak that port. issue going nowhere.
30:00
Speaker 2
[silence] I'm still here, sir. Your computer, is it laptop or is it desktop? laptop. Is it Windows 11 or is it Mac? $[silence]
30:00
Speaker 1
But it doesn't. You know, I don't think there's a way to plug into this. [silence] No, I can't plug it into the laptop. No. It's a Lenovo, a pretty new one, pretty, my tech. It has what seems to be a port, but it doesn't really work. Oh, there we go. Oh, you sat up, hmm? You're more clever than I am. I'm going to have to, I'm going to have to put it on my network to connect to the network.
31:00
Speaker 2
They have like a port on the right side that... Or left like it's just a small port, but once you plug in, it will like expand so that it can... you can insert an Ethernet cord. Connected Okay, were you able to connect now the laptop to the modem? Connected Okay so once it's connected to the modem,
32:00
Speaker 1
Yeah. Oh the globe icon okay. click. I see settings, let me see about the settings. Wi-Fi turn Wi-Fi off. Okay, I've done that. Now,
33:00
Speaker 2
Hello, Dumsor. Oh, I see you got our friend. Toodles. He jumped to his father. I'm sick of this. He's there. Perfect. Goddammit.
33:00
Speaker 1
[DOWNWEIGHT] Let's... Let's see if I can... Yeah. Well, it... Let me see if I can find my um, network. Well, my home, my home, my home, uh, network. No. No, it's my own network.
34:00
Speaker 2
okay yeah um network from from the main? is it from the from the modem?
34:00
Speaker 1
No. OK. And column em there.
35:00
Speaker 2
For this type of connection that we have right now. So when it's connected to the modem, um we're not using the wi-fi, okay? So, um, please turn off the wi-fi so that it won't have conflict with the wired connection. And then after you turn off the wi-fi, sir, kindly, um, on your keyboard, you have there the Windows key, right? Can you please press on the Windows key and then R, letter R? And then it will open a small window. Yes, type inthere, ncpa.cpl. I don't know, um, N for Nancy, C for Charlie, P for Charlie, and then ppl.
35:00
Speaker 1
well it brought me up a screen and it says Ethernet on unidentified network and my Wi-Fi not connected yes yeah
36:00
Speaker 2
Charlie Peter Larry. And so, yes, let's leave the Wi-Fi off. And then the ethernet is unidentified. Okay, sir, can we restart your laptop? Mhm. And then while the laptop is restarting, can we turn off also your modem again? And then.
36:00
Speaker 1
It's not recognizing it, is it? Okay, I just plugged the modem back in.
37:00
Speaker 2
We leave it off for just 30 seconds. Yes, sir. Okay. And a laptop is still...
37:00
Speaker 1
Yeah, what's up. Flashing. If everybody went and flashes the red light on the motor tell me are you, do you think you're making progress here? [silence]
38:00
Speaker 2
booting up it's up so let's just wait for the modem to be ready [silence] Yes, sir. The reason why that we connected the computer straight to the modem to check if there's an active connection from the modem because we already set up the router but still it
38:00
Speaker 1
Okay. The modem's up. yeah there's one light that's still flashing now doesn't that matter control again and CBA dark the the A sorry it says it's
39:00
Speaker 2
did not communicate, did not receive any internet connection, that's why we bypassed the router and connect a computer straight to the modem to test the modem if it's giving out active internet. Kindly go back again to Windows R and then type command again. The NCPA, yes, Windows R and then NCPA C PL. PA, P-A-T-E-R Appple. Yes, P-A-E P-P-A-T-E-R A dot CPL. So that's a
39:00
Speaker 1
identifying. Yeah, it's saying on, no, it's gone unidentified. It was saying identifying and then it said unidentified. Okay. So, would it be comfortable then? No. No? This is really weird.
40:00
Speaker 2
It's identifying you on ethernet it seems like it's not recognizing your lock top also it's not recognizing your modem.
40:00
Speaker 1
no. it was it working after that? Yeah. it was just going in and out then. Yeah, but that was the router. I first thing I thought of was the modem, right? I thought the modem shot. the technician checked his records and logs at my ISP and he said that the outages were being caused by my router. did they do that? no, they didn't know. they didn't come out. it was over the phone. did they get you to do
41:00
Speaker 2
You've mentioned, sir, that when there was like, it was hit by the, like, the transub, you know, before you encountered this, like when you encountered issues on your old router, the modem, um, did not encounter any issues. But they, they tried to connect a computer straight to the modem, sir, to validate that. Oh, so they just... [silence]
41:00
Speaker 1
Yeah, they checked the line. Yeah. And it's fiber cable fiber cable. So it's pretty hard to. Pretty hard to have. I just screwed that. Yeah. Mm-Hmm. Yes, it is. Yeah. I could try another port. Or. Uh,
42:00
Speaker 2
um, I don't. um, Is the cable right now, um, is that properly plugged in or connected to the modem? Okay. You may try it sir. Um, how many ports on the modem?
42:00
Speaker 1
Okay, I switched the port and it's now saying it's identifying. Oh, I see what you're getting at. So if it's not connecting to the router, and it's not connecting to my computer, then it's got to be the model. Yeah. Again, unidentified network.
43:00
Speaker 2
Yes, it is dying to connect to the modem. uh-huh. Yes, sir. Because we already connected two devices. One is a router, one is a computer. But both devices are not recognizing the modem, okay?
43:00
Speaker 1
So do you think our router is configured now, properly?
44:00
Speaker 2
The Internet part it's already configured but the wireless is still using the default settings. Okay. For this there, we I would recommend that um to call an nextcom and then inform them that your computer is connected straight to the modem and it's not getting Internet connection so that they can check the physical modem. Okay. Might be the line is okay but um the modem there. It's not um like specially the port. Okay. If that is um working. And then we can actually set up the Wi-Fi on your router right now. Like we can name it
44:00
Speaker 1
All right. Okay, well thanks for your help. Okay, All right. Okay, what's the number [silence]
45:00
Speaker 2
We can change it from default name to the name that you like. So that once you have internet connection from NextCom, if your laptop can connect to the internet, disconnect the cable directly to the internet to the Linksys router. And then it will automatically detects the internet. You're welcome. So, you can just give us a call, sir, if you need assistance after you talk to NextCom and make sure that this laptop, sir, can browse the internet using the modem. Okay? And I'm going to give you, sir, a ticket number. If you call us back, give this ticket number so that we can pull up your record. Everything is documented in this record. Okay? The number is
45:00
Speaker 1
LTS speaks as a male [he is also confirming a number] Yes. Okay. That's the, 8159 or the other one? I just gave you, I guess. Is it 7057688159, the one I'm just giving you now, my cell phone? No, the number that you said would be, we could use our phone number. That would be a number we just gave you.
46:00
Speaker 2
LTS 0, 0 136470. And in case you, may, misplace this ticket number sir, you just use your phone number. Use your phone number. We can pull up your record using your phone number. Our um. The, our Hotline number? Yes. The 8-1-5-9. Yes.
46:00
Speaker 1
Yeah. Okay. Okay. Okay. All right. Okay. Okay, thank you. All right. Thank you, too. I don't wanna see her. I don't see our network anymore. Well, then let's come next. [silence]
47:00
Speaker 2
Yes, the 8159, yes, just in case you misplaced or lost the ticket number, just use your phone number or even email, your Tom's email, okay? And we're open, um, 8:00 a.m. to 11:00 uh, p.m. Eastern, okay? You may, if you have internet, you may check our website at Support.Linksys.com, okay? So, once you contact your next com, sir, and have internet connection from the modem and you still need assistance, just give us a call right away, okay? Uh-huh. Thank you and have a great night. You're welcome.
47:00
Speaker 1
yes oh I don't know. I'll hang up now. Okay. Okay. I know what we should hang up now. Okay. Thank you. Bye.
48:00
Speaker 2
Oh, by the way sir, um, remember we turned off the wi-fi on your um, laptop? So, just turn it back on. Okay. Okay, sir. Mm-hmm. Well, um, yes ma'am.
48:00