Speaker 1
and I'm getting a solid red.
00:00
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. [silence] Raymond. Good afternoon. Thanks for calling Linksys technical support. This is Angeli. How can I assist you today?
00:00
Speaker 1
Is that all I get? I tried doing a factory reset with the reset button, but all I see is red, even though it's plugged directly into the Comcast modem. And I've unplugged the power for everything, waited, plugged it back in again, starts with blue for a little bit flashing blue, and then it goes right to a solid red. UH your app, the Linksys, smart home app. Let's uh let me see if I can find the name of the ah Linksys with the, yeah, the Linksys app. I mean, yeah, yeah, yeah, yeah, yeah. Um, LN something, I just had it a minute ago. On the bottom of it. Give me one second. It is a LN sixteen hundred.
01:00
Speaker 2
I see. Sure. If I may ask, by the way, since you've mentioned you just recently purchased this device, when you tried to set it up, what did you use to set up the device? It's its app. Okay. What's what's the model number of your video, please?
01:00
Speaker 1
Okay, can you walk me through that? Serial number sure. Uh, it is, uh, hmm, you ready? Um, 65, hold on a second, I'm getting old. G, G like girl, 10, or, Anno, I'm not sure. Am like Mary, 2c, Charlie, F, Frank, 01 6 3 9.
02:00
Speaker 2
Got it. All right. now, sir, by the way, for LN 1,600 devices or these models, uh the LinkSys app will not uh be compatible anymore. So, if by chance that uh you wanted to set up your LinkSys devices, you need to log into the LinkSys web interface so you can set them up. Naomi, I know. Of course. ma'am, I know first what's the serial number for this device, please? Yep. [silence]
02:00
Speaker 1
that is uh in the first number, it is a six, five G. So six five G one zero M two CF zero one six three nine. Yes. Well, I actually, well, I, I have an account. Well, I have an account. I'm actually helping my momma. I have an account. This is for my mom. This is for a phone number.
03:00
Speaker 2
Is that six? Six five Sir? Or six five? Okay, got it give me just a couple of minutes. Let me just take a look with that device here. Is this the first time Sir you called Linksys? Okay, let me create a Service report before we proceed. So we can troubleshoot your device.
03:00
Speaker 1
Mom, but you can probably find me under, now I'll give you myself a 917-318-5659, but I'm helping my mom, this is her phone. But I've called you guys many times. Did you find me, Jay, she's first name, Judith J-U-D-I-T-H, last name is Fellheimer. F-E-L-H-E-I-M-E-R. Judith Fellheimer.
04:00
Speaker 2
All right. All right. But no sir. But if by chance that we are going to create a record in the system, sir, may I know what would be the name indicated in the system [silence] since I'm going to create a record? [silence] Why do about email address.
04:00
Speaker 1
Felheimer. F as in Frank f-e-l-l-e-i-m-e-r dot net. Yes, the Illinois Court isn's yeah. Sorry, hopefully you can help me now please, as long as it's quick, sure.
05:00
Speaker 2
I'm sorry. That's fall fiber? Cell fiber. Ad number... Okay. OK. Hold on. Sir, before we proceed, I'm going to create FRA record for the system of your device, okay? Just bear with me. Say your number. Give me just two minutes.
05:00
Speaker 1
Okay. No. I don't think I'm in charge. Yeah, they're pretty good. They they help me they help me with it. They're pretty good. So, I don't know why it's coming at red. I've tried all the ports in the back and Comcast is your provider. Comcast is your internet is Comcast. Sorry. Sure. two: 1 that's going into like getting a switch and off into and uh a different uh situation And then the second one is going to the to the router which is the uh link sys router. There's and there's four connections. There's four ports in the back plus the two phone ports which we're not using for the phone but yeah So, I plugged it in to.
06:00
Speaker 2
all right so for the link device that you have sir for the for the parents note that let's start to the parents notes how many the cable connected at the back of it
06:00
Speaker 1
have tried all the foam, poor, I'm sorry. I tried all the Ethernet ports in the back of the Comcast motor and none of them seem to produce anything but a red light. One. Oh no, I'm sorry. One plus, no, one, sorry, one, one was there before this was this one was the second one. There were four connections available. Now we're using two of the four. The other one's going to a switch. I mean, I'm not messing with it. No, they have a other things going on like cameras here or whatever, but it's going someplace separate, but that shouldn't affect this. Yes. Yeah, brand new device. Just out of the box. [silence]
07:00
Speaker 2
what do you have? for so one is through your it's connected to your Linksys and where is this other one connected to? um been a while um oh is this uh is this the first time you're going to set up the device or it was working fine before? [silence]
07:00
Speaker 2
Hello, sir. All right. So, sir, by the way, I know that you've mentioned earlier that this is your original setup. However, if by chance that you wanted to uh use the switch, the switch should be connected to the linksys sir, not to the port cuz the linksys will not have. Okay. Uh for the for for the switch. Go ahead. Cuz the linksys linksys sir will serve as a as a router sir. Now, if you're going to use the linksys device, if you need to connect an ethernet cable, it's
09:00
Speaker 1
Why? It's a modem slash routers and all in one the new modems it has four port it has we I the modem from Comcast is a modem slash router you can plug devices into it also so. How can I say I can how can I get to work there you would? If it's not really a switch it's more it's more like a hub. The device is
10:00
Speaker 2
should be connected directly to the linksys. because the linksys device will not work if you connect directly an ethernet cable directly to your modem. that's how the system would work. again, against sure it will really not work if by chance that you wanted to for us to work that you need to let the links IS the router and then from the router you can connect the switch. that's how you can have the network connectivity. because if there is a switch connected to the modem, it will not, the linksys device will not receive an internet because it was split already.
10:00
Speaker 1
Harry could this network and I don't think it's doing any switching Trace. Hey remember when I when I take this model eight So you can they dislodge the and I can plug this is directly into the Compact saying No I've heard of that. Okay Um Hold on. So It's like the power to this thing. So where's it where's the line this keep plug into the what what if I had no that doesn't make sense. What if I had no other Switch? What if I didn't have what if the switch wasn't plugged in? You're saying that I can't be flowed directly in to a Comecast modem f-router cuz the because the length to the the Comecast new modems, is not there's it's not a separate box anymore. The Comecast device. It looks like a white tower, whatever. Okay, it's an all is a. There's nowhere that you can connect to. I gave it to you. I gave you. No, no, no. I gave you, there's no other routers here. The only, quote, unquote, router is from Comcast. Comcast gives us an all-in-one unit with the coaxial cable, which is in coming from the cable company, and then outbound has four connections, Ethernet for LAN, and also Wi-Fi capability. So it's the new, the model. Sorry. No, I'm If I— If I— If I—. Well, I see, what is Araknis? I see something called Araknis here. Let me see what this Araknis is. Hold on. Um, Hold on [silence]
11:00
Speaker 2
Are you referring? What's the mod, what's the brand of your router? Say it sir. [silence] Is there no, isn't it like RS, um, brand of the device? There will always be a brand if that's a router.
12:00
Speaker 1
Okay, so it says it could be a Comcast modem connects to the router's WAN port, the RADX provides Wi-Fi. Okay, so if I plug the linked, This one's newly developed into this router. I wonder if I'll get a different way. That's very tight for the ear. Hold on. No, there's no more ports here. Um... So this has to be... And there's no way. But the modem must be doing... The Comcast modem must be doing something. There's no way that I can hook into the Comcast modem you're saying directly. Right. But even so but why... okay. So what what if I never switched?
13:00
Speaker 2
Yes, sir. It should be from the modem, down to links this and then down to the switch.
14:00
Speaker 1
not every home, they have a very complicated home, like a lot of cameras etc. okay, what if I just had a basic Comcast modem and and your Linksys router? you're saying there's no way to configure it? moving. Okay it is. it is. it really is. it is. moving on to the Linksys, I'm still getting a red light. so why am I getting the red light? okay, okay. hold on. I'll try that. okay, I will try that my friend. stand by. tiny hands here.
15:00
Speaker 2
then if that's the case yes uh it can still work sir all you need to do again sir is from the modem the Linksys device should connect directly that's the set up modem to Linksys and and if you need additional Ethernet port but you need to remove the you need to remove sir the switch there that has been connected Alright, so. So from the modem sir, how many ethernet cable connected at the back of it? Okay. For the Linksys device, sir, is it is it connected in the internet port from the modem? internet now
15:00
Speaker 1
the internet port? Okay, hold on. I don't think there's gonna- I don't think there's gonna- there's four ports. Oh! The internet port. Well, there is one of them that's red. That's probably. I thought I tried that one already. We'll try the. red one. No. It still is. And we're getting the green light on the. the modem is giving us a green light showing we have connectivity. But the Linksys device. You're- The Linksys router is still showing red. Should I unplug or do a reset? [silence] Well, it's not labeled internet, but out of the four ports, number four, [silence] [silence]
17:00
Speaker 2
it's different. that Wait, sir, just for a while. let's go back to the physical connection. so it's in the internet port, sir, from the modem, right? [silence]
17:00
Speaker 1
is red and the others are yellow so that's my only guess, but is three yellow ports, I don't think they'll be three internet port the three yellow are probably ehternet. is three yellow and one red. port one, okay I'll switch to port one. I'll switch to port one. Okay, here we go. going to be port port one, coming right up. Okay, port one is okay. so it's flashing blue, I've seen this before when it flashes blue and within a minute it'll go to solid red. So let's see what happens.
18:00
Speaker 2
He will be in port one.
18:00
Speaker 1
Okay, it's a slow flashing group. Let's see, fingers crossed. Nilt, winter red, my friend. On the on the on the link, that's right. On the link, that's right, yeah, so it's reset. Was my keys. Hold on a second. Put my mail key to use here. OK, here we go. 1, 2, 3, 4, 5, 6, 7, 8.
19:00
Speaker 2
You need to reset the device, sir. You hold and press the reset button for 10 seconds. Yes. Yes, sir.
19:00
Speaker 1
8, 9, 10. Good, okay. The light's went off. It's it's flashed red for a second. Now it's flashing nothing more. It's uh dim red. It's a dim red right now. Let's give it a few minutes and see. Okay, it's still a dim red, not bright, just dim. Okay, it's still red. [KEEP_UNCERTAIN] It's a solid, it's a solid dim red. It's a different, it's not as bright as when it was before, saying like, boop, I'm red. So it's a, it's a solid red, but it's very dim. It's faint. But it did, when I did the reset for 10, 11 seconds, I held the reset button. It did go off. It flashed white for a second. To flasher red. And so it did do something, but should it be red now until it, oh, I'm gonna go away. I'll come down. I have a, I have a, I got a, I can't even. Okay, that's fine. I don't need you. It turned blue for a second. But right now it's still a dim red. 20 seconds. 20. You got 20. One, two.
20:00
Speaker 2
blinking red, solid red, blinking red. After you've reset it, the device should turn blue. Okay. Can you try again, sir, to reset the device? You hold and press the reset button for 20 seconds, please.
21:00
Speaker 1
4737688911121314151617182122, and now it's nothing, now it's blank, now it's blue, solid blue and then it's gone. [silence] It's a flash of flashing blue. [silence]
22:00
Speaker 2
how's the light indicator? all right give it some time it should turn solid blue and blue
22:00
Speaker 1
Okay, still is flashing blue, which is okay. DIM of flashing. What's the interface I need to configure, you said the linksys app doesn't work anymore? Okay. Of course. Now you know when I scanned the QR code from the owner's manual, it brought up this app. I when I scanned the QR code from uh the manual. But okay. What's it, what's the website, mylinksys.com or support.myrade_info. How would I know that? Oh, okay, there it goes. Okay. Okay. So finally, my. Myrouter.local. That's it. Can I? I can.
23:00
Speaker 2
Yeah. Yes, it's not supported by Linksys app, but you can visit myrouter.info. But you need first to be connected to the Linksys Wi-Fi. Myrouter.info.
23:00
Speaker 1
is if you're trying to minister link this now based Wi-Fi router, it reaches this page, it may be due to one of these reasons, your current device is not connected. Okay, fine. Now it's solid blue. Okay, so what do I do now? Quite. Oh, yeah. Now, yeah, I wasn't, I wasn't on it. Okay. Okay, connections, connection is not private. That's okay. Proceed to my router. Okay, fine. My router.info.org. Okay, this router has been factory reset. Okay, looking good, my friend. Okay. It says Linksys01 has no internet connection. Restart your modem or enter ISP settings. I guess I have to reset the modem.
24:00
Speaker 2
Okay. Try to go to your settings of your Wi-Fi are and check the links is Wi-Fi name so you can connect. After it is indicated at the bottom of the device. Yeah, bypass it.
24:00
Speaker 1
It says, it says two choices, it says, Linksys 01639 has no Internet connection, either restart my modem or enter ISP settings, or log into router. Log into router. Okay, let's see, next. Okay, so saving changes, if I, spinning. [silence]
25:00
Speaker 2
I'm sorry, what does it show? Log into router, sir. [silence] [silence] Huh?
25:00
Speaker 1
Okay, so those saving changes but spinning okay here you go the light the light went off now it's a up now it's a flashing red now. Okay, that's not good. Solid but dim red. Solid but dim. Is that normal? Okay. I I trust you how long you been working for linksys how long you worked in there?. I've I've, I've last I know you know your stuff. I'm sure you've heard it all. It's still a dim solid red. Solid red.
26:00
Speaker 2
Great, sometimes yes, that's normal sir, it's still reconfiguring the whole system. Just five years, sir.
26:00
Speaker 1
ted. saving saving saving changes and the thing is spinning. you think I got you think I lost the Wi-Fi maybe? oh here we go. reconnect to your other Wi-Fi to get to continue to set up. So let me say reconnect to the Wi-Fi. Yep, that's what happened. I lost the Wi-Fi. i'm gonna go back to link this and then continue next. That's right. That's what I said that. Okay, confirm all your nodes are here. uh i have two nodes,
27:00
Speaker 2
How about in the uh web interface there? What does it say? Or shows? Oh. Okay, okay. Alright. Let's wait for it. Um the pages is still uh still... Yeah, I know that's so I Yeah. Yeah. Yeah. Yeah.
27:00
Speaker 1
No, but it's still red. So, should I power off the modem? and back on again? No, okay. It says, uh, whoops, it said good evening, whatever. Uh, internet offline link, yes. Internet offline. Internet offline.
28:00
Speaker 2
okay. well uh do not continue yet sir for the uh main node. uh can you try to reset first all of your child node so it will turn blue. okay all right. go ahead. done. okay sir. uh you just click first done and then we're gonna add your child node later on. Uh no. Uh what does it show in the page? Are you in the dashboard? what does it show? Internet of line. okay. hold on.
28:00
Speaker 1
It says internet offline, link is 01, 639, connections wired, whatever a serial number. OK, but like I said, the modem is showing the white, which is good on the Calm Com motor, but the Linksys is showing red. Should I either unplug the Link this or unplug the modem? [silence]
29:00
Speaker 2
So, what does it shows in the page now sir? Uh huh. Uh huh. Uh huh. Uh huh. Uh. can we try first? Let's unplug the both of them, uh, the parent node and then the modem.
29:00
Speaker 1
okay, even the, yes, the, uh, some bugs, that, and then, let's unplug the modem, hold on, uh, okay, i'm unplugging the modem plug by the minute, how long should i wait? i'm plugging, yep, okay, it's, plugging back in, so the modem is plugged, i'm plugging the modem back in again now, um, now, do you want me to a factory reset on,
30:00
Speaker 2
I cannot do so i'll try to reboot yes sir okay so let's wait for that to become stable and after that that's the same we are going to turn on your parent node while we are still waiting sir and we try to reset each of your child node first so that it will turn from blue yes hold and press.
30:00
Speaker 1
Okay, I'm doing the first child, go over here. Reset, reset, here we go. One, two, three, four, five, six, seven, nine, ten. Okay, so that's one. And we go be the second one. One, two, three, four, five, six, seven, eight, nine, 10. That's two. Okay, so both of them are being reset.
31:00
Speaker 2
Okay. [silence]
31:00
Speaker 1
you speak, let me come back into the closet here. should I plug in the parent node yet or no? no, no, no, no. it's flashing green, it's not solid, it's not stable yet. no. okay. now it's, now it's stable. let me, let me plug in the power to the, to the node, to the parent node, okay? yes. okay, it's plugged in.
32:00
Speaker 2
the modem that you have already stable? All lights are good. Okay. All right. Let's just wait for it to become stable. Okay. Yes, sir.
32:00
Speaker 1
I see solid blue initially, but I always... Show that. Yeah, yeah. I plugged in the power cord. So let's see. Now, the link just on the website from MyRoute.info is asking for the router or password. Is that on the sticker? Is that on the back of the... Yeah, it's asking for... Okay. Okay. Still is flashing... Do I need that? Or should I just wait? So it's still flashing blue, like a slow steady. Okay. [silence]
33:00
Speaker 2
You can just turn it on. Okay. You can just use the, you can open the web interfacer after the parent node becomes stable. You don't need yet the web webpage. For the router, the router password is at the bottom of the node. Just wait for the parent node.
33:00
Speaker 1
Okay, it's still flashing blue. Flashing slow and steady. [silence] Nope. Still still read my friend. Again? Okay. Okay. I don't know who went to check that first or to the parent node read set first. Okay. So 20 seconds. 1 2 4 5 6 7 8 9 10. 11. 12. 13. 13. 14. 15. 16. 17. 17. 18. Okay. That's doing its read set. And let me check the child. Okay, I have to get up close to the four now.
34:00
Speaker 2
It's okay. Uh, here's what you got to do, sir. Can you try to reset the, uh, parent note, hold and press the reset button for 20 seconds. We're gonna try a different one. Mhm. Uh, are your child note sir turn solid blue already. Uh, just uh, reset first the parent note. Okay.
35:00
Speaker 1
Yeah, that's uh, the child. Oh, there's blue. They're both blue. They both saw it as blue. Five, five, five feet, five feet in the same room. No, no, it's, it's more than two feet. It's maybe seven or eight feet. There's like a, the parent node is in the closet and the child nodes are, you know, I would say maybe nine feet away. It's definitely not, it's not too, it's not too close. You mean closer or further away? Closer, you know. Okay, I'm moving closer. Sure. Okay, ultrasound this and plug this into here. [silence]
36:00
Speaker 2
How far is this child node to the parent node? Is there a possibility that you can move it at least two feet? Yes. Can we. Is that possible though that we can move it at least two feet from the parent node? Closer, sir. At least two feet from the parent node. [silence]
36:00
Speaker 1
okay. it's- it's- it's three feet. i mean it's like i mean this should- this should work. it's like straight- straight shots like- okay so now the- good. the parent node is now solid blue. yay. Yes. Maximum three feet. Correct. Correct. Hold on. Hold on. Should I- should I connect to the parent node Wi-Fi or? no. We're doing a reset on the parent node. The parent node is good. The parent node is blue right now. Solid blue. The parent node is. [silence]
37:00
Speaker 2
Okay. So this is at least maximum of three feet, sir, correct? Because we cannot ad it if it's too far. Okay. So both of them, both of the child node is at least three feet, from the parent node. Okay. So in the parent node, sir, kindly click the reset button five times. One press for one second. Not too fast. Okay. So if you go to the, you go to the parent node, sir.
37:00
Speaker 1
Oh, fine. We're not doing the reset, but this is just a procedure, okay? Right? Five. One two three four five. Okay. I did that. Now? Yep. Okay, now it's flashing white. Now it's solid white. Is that there's okay. So what does that do? The for the fine tomorrow? Which is that two? Oh, cool. Okay. What's up?
38:00
Speaker 2
Click the reset button five times. Not too fast. Not too fast, sir. Wait for it. That's the direct adding of your notes, sir. So let's wait for all of your nodes should have it should have a waiting time maximum of 7 minutes. all of them will turn solid white. [silence] right d'm some time huh? uh huh Uh-huh. Uh-huh. mm-hmm. Oh, we have actually had activities here in our company. So we have that part of our... adding the child node. That's the easiest way. Actually, you do have also another button. If you could be able to check it there, sir, there is a pair button, right? Beside reset button. Uh-huh. Yeah. That's also... that's normal. Your child nodes will turn also solid white. And after that, the parent node will turn white. Exactly. Then a maximum of seven minutes. But usually,
38:00
Speaker 1
OK. OK. So the website is my router.info. OK, you'll tell me when to walk through this. OK. Have anyone still flashing white? OK, that's fine. Well, we're doing good, making fun of we got, we have flashing white now. So we're doing that, so in the phone support. I know. I wish they say patience is a virtue, but, uh, that switch kind of a black on the left kind of messes us up. So I'll explain later. But yeah. It's a white that black switch on the left is part of the comcast thing. So I had to unplug.
41:00
Speaker 2
around 4 minutes, it will turn all white. Uh later on, sir, after they turn solid white, I'll let you go back to the web interface, so you can rename your Wi-Fi and then the Wi-Fi password. So you can have the Wi-Fi for Linksys. [silence]
41:00
Speaker 1
Good. That kind of threw things off. Don't worry. I got it. Okay. So that's paired with that. And that's flashing white over there. Good. Can you spare time to move your car? Right at this moment? How long? Within five minutes. Okay. I want this to be done. I want to keep them on the phone with support. So when this is all okay, there's a solid - Oh no, still flashing. Uh, the parent node is flashing. And then the parent node is flashing so. Oh, and then one of the nodes went red. Is that normal? Yes. Okay. Sorry.
42:00
Speaker 2
yes it's normal sir it's okay
42:00
Speaker 1
Okay, still wow, okay, so flashing white. So the parent is flashing now the parent one red flashing dimmed red and the child node is red and the other one is solid. The other one is flashing white. Yeah, all, now they're all red, all three red. with the dim the the router the dim red i think about i mean the Linksys the main one and the other the other two nodes are solid red So dim dim dim solid red. Yes. And the the child nodes are bright red.
43:00
Speaker 2
Okay, hold on. Is the brain noted now, still solid red? Okay.
44:00
Speaker 1
Yes, I'm flashing them. Sure. Yeah, all solid. The router stem, solid, and red, and the, the Lynx this ones are, uh, the pods, child notes are solid red. Right. No. No, not easily. But the modem, the modem was working. We could probably log into the interface the Wi-Fi. You could probably go to the web. Yes, I know, I can probably hook up to the into the Wi-Fi and go to the, uh, modem web page. There's a com there's definitely a way I can get the administrative page for the modem. Let me see the back of the mother, hmm. Now.
45:00
Speaker 2
Hold on, sir. Give me just a second. Are they flashing or solid? Do you happen to have a computer, sir, that we can connect wired directly to your modem? Wi-Fi over modem. You don't need to log in to
45:00
Speaker 1
Well, it was, it was working fine before. It works fine. The modem, Wi-Fi works from Comcast, no problem. The problem is definitely the link since, not, not the modem. You know what I'm saying? Problem, like, we shouldn't need to do that. Like the, the modem Wi-Fi works fine. The Comcast modem was working fine till we started. Yes. We were, we were, we were. Yes.
46:00
Speaker 2
uh does the web interface of the modem but we need to try directly from your modem to your lenses. Let's from the modem, wired. Oh. Uh, you mentioned, you've mentioned you just recently purchased the device, right? Uh, where did you purchase this devise there? Okay, hold on.
46:00
Speaker 1
You think it's a fat You. I mean, this was brand new. I mean, literally, before I call the I opened right out of the box. I mean, we got we got yesterday. Yesterday we got it brand new. I understand that. I mean, I'm doing a factory restore.
47:00
Speaker 2
Is there a possibility, sir, that you could be able to return this product and ask for a replacement for this, so that you'll have a brand new one? Uh, yes, sir. But if by chance, sir, that... Go ahead. Uh, yes, sir, uh, I know that you've mentioned that this device is brand new. However, if by chance that we cannot connect it to your, uh, modem, then we can try to ask for a replacement for the device to have a brand new one, again, and we can set it up. Cause, cause we've reset all ready. [silence]
47:00
Speaker 1
I know that. No, I know that. I'm saying Amazon is good with returns, but they're not gonna be happy. I mean, my dad needs this. Just for laughs, I unplugged the power cord to the router, to the Linksys, and I plugged it back in. Just uh an off chance that that unplugging plugging back in will fix it. Let's just give it one more shot. And now the child nodes are flashing red versus solid red. So let's just see. Okay, solid blue on the linksys.
48:00
Speaker 2
We will with product care, we've done multiple of set up attempts but if Byte stands again, this will not work. We can ask for replacement for this device. We can try to set it up again. [silence]
48:00
Speaker 1
Okay, so it's flashing blue on the link. Sis. Oh, on the other side. Solid flashing blue, it just came online. Okay, so it's still flashing blue. It says no internet in the Wi-Fi settings. Yes, red. Okay, so you think we should get a new one? Yes, red again. Okay, that's fine, yeah.
49:00
Speaker 2
Yes, there is. But we'll try again for other just last uh options to add the note. Okay. Uh, you can turn off your child note. We don't need to add your child note. We're just going to focus in the parents' note. Okay.
49:00
Speaker 1
yeah yeah yeah hold on 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 okay It Yep For a while. we have everything going. Yes can you hold on one quick second? Can you hold on? I'll be right back. Hold on.
50:00
Speaker 2
Okay, since it goes red, try again to reset hold and press the reset button for 20 seconds please. OK, let's wait for it to turn solid blue again. Exactly, but it's really not connecting to your internet. Sure, go ahead. No problem.
50:00
Speaker 1
Hello. Okay. And good, okay, so it's blue. Like, lastly blue, like of your bright blue flashing. Now the good news is I'm not seeing that sign on the Wi-Fi. I connected the link still says no internet connection.
51:00
Speaker 2
Yes, I'm still with you sir. It's okay sir, you really don't have an internet connection for the like.
51:00
Speaker 1
yeah cause it's weight still has it's solid blue should I go to my router thing oh wait wait hold on it went wait it went to my router that went to my router dot i n f o and it comes up the link says now saying this router has been factory reset click on continue should I try continue okay we're doing okay we're doing okay I see that yes one time
52:00
Speaker 2
This is because it's still not connected, but it will broadcast a Wi-Fi name. Hold on. No, sir. In the the bottom, there is a pair button there below the reset button. Uh, no, sir, you don't need the website. There is a pair button at the bottom of the linksys device below the reset button. You try to you try to press the reset uh the pair button one time. Just hold and press. Yeah.
52:00
Speaker 1
[KEEP_UNCERTAIN] I did I did it, okay? No, I remember, I'm going to try to child nodes are unplugged. Remember, we told me to unplug them. I know, yeah, I know. Okay. Yeah, I pressed the pair button once, no, no, it's still was a solid, a solid blue light. I did. Oh, yeah, yeah, yeah. The light went out and now it's a white light, a flashing white. Well, a lot, a lot of work, a lot of work. I appreciate your help and you know, your... [silence] ...do's and don't's and you know, I'll get back to you. This will work well it will going to work well it will going to work well. Um, I appreciate it, thank you. Yeah, yeah, okay. Thank you. Thank you.
53:00
Speaker 2
okay. and then did device or the light blink? change color? yeah but just the parent node. We're focusing on the parent node. you don't need the child node. so [silence] can you press again? Can you press it again like one uh like two seconds? you hold and press it for two seconds. okay. Give it some time. Not a problem. Okay, just give it some time. Let's just try to wait a minute.
53:00
Speaker 1
Still red. Nope, still solid red. [silence] We had it white before. [silence] No it's still solid red. [silence] Well, how did we, what was white? [silence] It was white before. And so we did a factory reset. It went to white. Why didn't we stop when it was white? Isn't white good when we did that?
55:00
Speaker 2
[silence] All right. So, uh, yes, sir. Um, I guess that you really need to, uh, switch or ask for a replacement for this device because it really won't connect to your internet, sir. [silence] [silence] We have already run all of the troubleshooting. [silence] Uh, again, sir, if by chance the device really will have connected to your internet, it will become solid white. But then again, it did not.
56:00
Speaker 1
uh, uh, No, no, the state solid white until we did that whole pairing thing until we hit the pair button twice. It was so that- after the factory- after the factory reset and hold on and it did and then I- and then I reconnected to the Wi-Fi and went to the router info my router info my router.info page. It said, Oh, and by the way, your router has been factory reset. I said, should I continue there and you said, no you know what I'm saying? I did it Okay but about five minutes ago, maybe seven minutes ago, I did a factory reset, right? and then I said, Oh, look, it's solid white. I said, should I go to the my router.info page and then you said, no, you said just hit the pairing button. So I said, okay, whatever. So is this a possible that you know, that that- [silence]
57:00
Speaker 2
So your.. Didn't not stay stay in the solid white, just back to read. That's five times, sir. Yes, because, sir, you you are in you are in the webpage, sir.
57:00
Speaker 1
Right. Right. Hold on. Is that true? When I go to the settings. Okay. Now, hold on. I just did when we were talking, I did. Okay, right. It says length is 0.1639. No internet. Um, blue light is on. Well, I did. I will be on the phone. I just did a, um, one last factory reset. Just for my own peace of mind and then I'll agree that we should maybe return it. But, um, here we go. Now it says that I did that. I did that already. Now it says this router has been.
58:00
Speaker 2
Sure, go ahead, no problem. Try to hold and press the reset button of the node.
58:00
Speaker 1
It has been factory reset, continue. Now, it says check in your internet. Let's just see, maybe, yeah, it says this device has no internet. Is it restart to your modem? Okay, hold on. [silence] Okay. I did that. Restart the modem, yes. Unplug. Make sure the lights are off. Next. Oh, we are getting a blue light on the Linksys. And the modem is coming back on. It's giving us a timer. [silence] the modem flashing green still. Flashing green. 45 seconds remaining. Let's see. Slow green. We'll be white soon. Yep, now it's solid white, the modem. Throwing light. Linksys still blue. Let me see if we have 30 seconds remaining. Let's see. Okay, um 20 seconds remaining. We'll just see what happens. I appreciate your help and your patience. 11, 10 seconds. 9, 8, 7, 6, 5, 4, 3, 2, 1, [*******]. five, four, three, two, [silence] okay. plug it right back in. okay. [silence] pine. [silence] I click on next check and for internet moment of truth kids. let's see. [silence] okay. it still is checking for internet. we haven't gotten an error message yet that's good, I guess. [silence] when the parent node is blue solid blue. Still spinning. Uh, it says checking for internet. Still is spinning around here. Still is checking. Still is checking for internet, okay, I mean, uh, now I wonder if I lost the Wi-Fi connection. Oh, I saw on it. I saw on Linksys 01639. And so it's checking for internet but it's spinning. Taking longer than last time, which may be good. The light is blue on the Link by, Oh! Oh! No, same thing. Okay, and you don't think logging to the router would help us at all? There's an option that says log into the router. Okay, and then parts. Saving changes. Okay, your Wi-Fi is disconnected again, if you lose connection, connect to reconnect. No, it's on Wi-Fi. Saving changes. Okay. I lost the Wi-Fi for a second. I'm coming back in again. Let's see.
59:00
Speaker 2
No, sir, because it's really not connecting to the uh internet, but you can try. Can you try to click the login router? We can try that.
64:00
Speaker 1
I'm back on the wifi saving changes now it says no internet saving changes now it's red okay so we'll get a new one then um so your advice would be plug the new one into the internet port now should I have more can I have NOS plug in the same time what I if I do it I do it again order it again and and use the my router and then and start with the my router dot info page
65:00
Speaker 2
Ah. Uh. set up first sir the parent node before you set up your child nodes correct sir
65:00
Speaker 1
Okay. Why frustrating? There's no reason why it shouldn't work, right? Okay. Right. I just plug into the port. Let me unplug all the wires here. Okay. Well, we definitely did try. All right, what's next? Okay. And you made notes in here? Okay. Case number. Case number. Okay. As, yes, go ahead. Last. 00.
66:00
Speaker 2
yes sir because if you do have an internet it will work [ silence ] so yes sir you can yeah you can always call us back so we can assist you again okay for setting up your device yes of course sir if you have a pen and paper I can provide you the case number so that the representative will know what to do so that you can set up directly that would be [silence] that would be LTS- 01000750
66:00
Speaker 1
Yep. 935. Okay. Okay well, thank you for trying. All right. You too, sweetie. Thank you. Bye bye.
67:00
Speaker 2
133-935. Yes sir. All right so thank you so much sir. Uh again, you can always call us back. Give this case number so you-- they can automatically assist you set up your device. Okay? Have a nice day. All right, bye-bye. Welcome. Bye-bye. [silence]
67:00