Speaker 1
Hey Josh, my name is Don. I have a Linksys mesh router system and I just lost power a little while ago and it won't boot back up with my modem. It keeps showing the purple light.
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 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] I take it for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
And I unplugged it like I've done in the past where um I completely unplugged everything, waited two or three minutes, plugged the modem in first, waited until it came online completely, and then I plugged in the uh router next, and nothing still. It's solid. It's either pink, that's probably pink. [silence] No. Because if I press the reset button, then I gotta go back in and change all my Wi-Fi stuff.
01:00
Speaker 2
So, just. I see. Got this one, sir, and I do apologize for the inconvenience. So, you mentioned that the light on the parent node is showing solid, sorry, purple or pink just to confirm, is it solid or flashing pink or purple? Solid. All right. So, and did you press the reset button prior calling us? I see.
01:00
Speaker 1
Well, that's, I mean, I'm not so sure I believe that because I've had this happen before with reconnect. And the woman that I had before told me, "Don't ever set that reset button, because once you do, then all your Wi-Fi goes out and you have to go back in and adjust everything up here. And she had me do a couple of things and then all of a sudden, I was back in business. "That's right. That's true, correct."
02:00
Speaker 2
if so then that's that's correct sir yes sir got this one so yeah for this one sir we might need to further isolate so uh just to confirm your first name is Donald that correct thank you so much for confirming sir and you have three nodes in total correct I'm in who said the light beh
02:00
Speaker 1
I don't know what's going on on that child node. I'm in a different room. I can walk around and tell you. Hang on, let me go look. Let's see. Child node is red. Blinking red. Does it help? Correct.
03:00
Speaker 2
is a temperature problem, correct? So the temperature sensors are on? And they are flashing green. That's correct. So green LEDs. Correct. Okay, are they all green? Right now, if you look at screen, if you have a view on to the screen now, they're all right?
03:00
Speaker 1
It's so my system. I lost power for like maybe thirty seconds to forty five seconds and my generator came on and then the power came back to the house. [silence] You heard us. Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
04:00
Speaker 2
I'm sorry, was there any like power interruption?
04:00
Speaker 1
See, if I, if I do that, I I'd have to go around and adjust all my Wi-Fi passwords for all my cameras, for all my TV's, for all my Alex, uh, stuff and I don't want to have to do that. I didn't have to do that the last time. [silence] Okay.
05:00
Speaker 2
Yes sir. Uh, don't worry sir. Assure that since we are going to use the the same Wi-Fi password, yeah, Wi-Fi name and password that you used before. rest assure that most of your device will just reconnect to the system. Since uh, for this one, since the light on the parent node is showing solid pink or purple, we really need to like reconfigure the system of yours sir. But rest assure that I can walk you through that one. And regarding with changing the name and password again? Uh, yeah, you, we can just use the same credentials that you used before.
05:00
Speaker 1
Well, I thought that would work originally, because when I upgraded from the old Lexis router to the mesh routers, I followed that direction, right, where I used the same Wi-Fi password and everything. It didn't work. I had to go around and readjust everything that was in my home that was connected to that Wi-Fi. I think the child nose were, I thought I said they were solid red. The solid red means something different than flashing red? [silence]
06:00
Speaker 2
Uh huh, uh huh, uh huh, uh huh. I understand sir, uh yeah, I do apologize for that, uh for the inconvenience. Although sir, we really need to reconfigure the nodes for now since, uh, as you mentioned that the child nodes are flashing rare, so again that means sir that they got disconnected from the network. Yes sir, solid red or flashing red indicates that they got disconnected.
06:00
Speaker 1
Uh the wi fi name on my phone Yeah I can see the name it's I got a a 2.5 gigahertz and a 5G. And it says no no. What's that? There's no internet. It says no No internet connection actually. No internet connection right below it. What do you mean still usable? Or still useable. Yeah.
07:00
Speaker 2
Sir, from the network and also sir. On your devices like on your phone or computer. Can you check if they can still detect the personalized wifi name? Uh huh. [silence] So the customized. Oh, sorry. So the custom name is still. Yeah, sorry sir. Uh huh. I see. Uh however, the customized name are still visible on your devices. Is that right? I know the customized wifi. No, the customized names are the one that you personalized. Oh, I see. [silence]
07:00
Speaker 2
If that's the case, here, it could be possible that the light on the parent node is, sh, sorry, it is showing solid red. If it's solid red, that means that the main node doesn't have internet connection as of the moment. However, it was not reset. So by the way, did you reboot the modem prior calling us? And who's your internet service? Got that one, sir. What cable? Thank you so much for that one, sir. And have you already talked with Cox regarding this issue, sir? Like no internet connection. And you mentioned as well that you have already rebooted the, sorry, the parent node, is that right? Yes, sir.
08:00
Speaker 1
plug the modem and unplug the the router, wait two to three minutes, plug the modem back in, wait for it to go through its whole cycles until I get the solid white light, which I have, and then plug in the router following that to reconnect because it said something about missing the hand off. So I did that, and it blinked blue, blue, blue, and then now it's pink. pink or purple, whatever you want to call it. Do I have a what? Oh, crap. uh let's see
09:00
Speaker 2
my. This is noted, sir. And do you have a computer that can be wired directly to your modem, sir? Because for this one, uh, do you have a computer that can be wired directly to your modem or to the internet source?
09:00
Speaker 1
I don't know if I have one of those available. Let me see what my connections are on my laptop. Uh. I don't think my laptop can do a direct connection. man. I I I I'm not I'm not I'm not disagreeing with you. Uh let me just see if You know what you have to do
10:00
Speaker 2
Understand sir and kindly take your time as well. Got that one sir however regarding with the current situation since you mentioned that the modem and the parent nodes have already been rebooted, we really need to check sir if the modem which is the source of the Internet has an active Internet connection Yes sir so thank you so much
10:00
Speaker 1
Okay, well, that's not going to do it. Uh, cause that's just a wireless connection. All right, well, hang on. Okay, Well, hang on. I'll just, I'll just use my I'll just use my wife's cell phone to call Cox real quick and find out. That way I don't have to uh, Hey, let me use your phone.
11:00
Speaker 2
No much, sir. And... yes, sir. That's... uh, yeah. That's the standards for computers or laptops nowadays. And... yeah, you are correct, sir. Uh, we don't want to press the reset button as of the moment, since... we still need to check if your modem really has an internet connection. uh-huh. Uh... yeah. Uh, don't worry, sir. Regarding for this one, you can call Cox uh, in the meantime, and... if your Internet service provider, like, confirm or insisted that their device has an internet connection, you can actually give us a call, sir. Uh-huh. No worries. mm-hmm. Got that one, sir.
11:00
Speaker 1
This is ridiculous. [ silence ] [ silence ] Welcome to Cox. For Spanish, oprima el numero 2. Your call may be monitored or recorded to ensure quality service. Switch to Cox Mobile today. Cox Mobile is running on unbeatable 5G reliability. That's the smart way to mobile. Cox Mobile. Ask your representative for more information. For address press three. For internet press one. If you're having problems with your internet service, press one. The first step in troubleshooting is a device reset. A reset is a required step for troubleshooting and often resolves customer issues. We will perform the reset automatically and text you the results. If you would like us to text you on your mobile phone ending in 6130, press one. To receive a text, if you have Cox voice home phone or any other phone services that use your internet connection, they may be interrupted during troubleshooting. The device reset signal has been sent successfully. The process will take approximately 15 minutes to fully complete. While the reset is in progress, an agent won't be able to troubleshoot further. Please wait for us to text you when the reset is fully complete before checking if your services are back online. Thank you for your patience. If you don't need help with anything else. you can simply hang up well they said they're going to reset it return to the main menu press nine but I'm not so sure that's going to help us so where do we go from here let's try that again if you don't need help with anything else you can simply hang up is it only taking about 15 minutes for the reset to go through return to the main menu press nine so if they're resetting the modem uh and my routers are plugged in and showing the pink light return to the main menu press nine they're resetting the modem uh and my routers are plugged in and showing the pink light okay once they do the reset should this reconnect return to the main menu press nine [silence] you can simply hang up well they said they're going to reset it return to the main menu press nine but I'm not so sure that's going to help us so where do we go from here let's try that again if you don't need help with anything else you can simply hang up is it only taking about 15 minutes for the reset to go through return to the main menu press nine so if they're resetting the modem uh and my routers are plugged in and showing the pink light return to the main menu press nine they're resetting the modem uh and my routers are plugged in and showing the pink light okay once they do the reset should this reconnect return to the main menu press nine [silence]
12:00
Speaker 2
Yeah, uh, close area. Ecological, to reset out there even never mod. Don't let's face wait for the device to be fully reset and then let's observe or you need to observe again the light on the parents including their own device after that. They resettleur device just. Very sort of the issue proceeds, um, I'm afraid we really need to court your
15:00
Speaker 1
All right. Well, I'm kind of I'm kind of looking for that right now and uh let's see. Correct. Right. Right, absolutely. Yeah, I I can't I can't press that reset button because it'll wipe everything out and I'll be right back to where I started.
16:00
Speaker 2
all right you can stay or a device that can be more directly so it to is because Bob you yes sir actually sir you can also like request an boneskin technician from their and so that they can manually check if there is really working since again sir all routers including ours are dependent from the modem which is the source of the internet yes sir and I I I sorry and I also agree with you that we will not press the reset button since again prunny the reset button will wipe out all the devices connected from [silence] the network yes sir
16:00
Speaker 1
You know, having to go around, get ladders out, go through this whole process of resetting everything up. And I don't want to have to do that. You know, if I have to, I have I have a computer downstairs that I have to bring all the way up here to hook up to the internet. I can do that if I have to do that. Uh, but I don't should I be doing that now while this thing is getting reset? The modem? Yeah.
17:00
Speaker 2
That's correct, sir. Absolutely, sir, you're Absolutely correct. I would recommend waiting further and so to reset the modem. And however, after the reset, if the light on the current node is still showing solid red, pink or purple, that's the time that you need to, yeah, sorry, you need to bring your desktop computer directly next to your modem and then manually check if their device is online or has an active internet connection. However, again, the other option is to request an onsite
17:00
Speaker 1
you know what, I never had to do that in the past uh to get something to work. Let's see if I can mark this thing computer up. Let's see if this has a connection right. All right, I have a old man that I can take upstairs plug in and and see if the connection will work. All right. All right, hold on. All right. This thing's heavy.
18:00
Speaker 2
Why is that? Yes, sir. No worries, sir, just take your time.
18:00
Speaker 1
oh yeah this computer's just booting up now so yeah that's what i did i just I didn't I didn't I didn't unplug the node i didn't unplug the node i just took the internet connection out of the node and plugged it into the computer [silence] It's a Mac.
21:00
Speaker 1
It's an iMac desktop. you know, where you plug it straight into the back of like the monitor or whatever. Will do. [silence]
22:00
Speaker 2
Thank you so much for that one. All right. Yes, sir. So yeah, that's correct. It's a desktop computer. So yeah, once this, sorry, once this desktop computer is ready, all I have to do is try to check if your modem is online by opening a browser and try to stream a website or, like, try to access YouTube. Thank you so much.
22:00
Speaker 1
[silence] I'm trying to get the computer to come up right now. [silence] Hmm. Let's see. Try Safari. [silence] Well, there's an open, that's for me. Try YouTube. [silence]
24:00
Speaker 2
hello sir how's it going there? [silence] got that one sir [silence]
24:00
Speaker 1
YouTube's trying to open right now. This is just slow. to upload. Try, it says, try searching to get started. YouTube, all right? Let's say, let's just try. asking me to sign in. I'm gonna try to go home. Let's try. [silence]
25:00
Speaker 2
So just to confirm, you can watch YouTube on your i'match, correct? I see.
25:00
Speaker 1
Yeah, I can see you too. So it's not an internet problem. The what now? Click the okay. All right, that. Okay, did that. Internet network or Internet, okay, network. Okay, I got Ethernet connected.
26:00
Speaker 2
Okay, great. So, on your computer, like, go back to the home screen and then click the Apple icon located at the upper left panel. The Apple icon. Apple icon on the home screen, and then, thank you, and then click on system preferences, and then go to internet or network. Yeah, network. So, after that one, you should be able to see the router's IP address under the LAN or internet adapter.
26:00
Speaker 1
And what do you need to see? The IP... I have an IPv6. You want me to go to Wi-Fi or... Yeah, I'm on the... I don't... No, I have Ethernet, Wi-Fi, Bluetooth or Thunder Bridge, which is not connected. That's the only four things that are underneath that, under network. Okay. I see a configure... I have an IPv4 using... that it says a dropdown, it says using DHCP... underneath it.
27:00
Speaker 2
All right. Yeah, can I click that? I have the router's IP address like the IPv4 value. No, sir. On the Ethernet sense, your i.e. Max is wired directly to your modem. So how about router? What about router? Raider IP address I got that one. So under that IP [silence] and is there are like random numbers under or on that?
27:00
Speaker 1
Uh, yeah. Yeah, the IP address is 192.168.0.123 And then it has a router number underneath it, which is 192.168.0.1. excuse me. Allow me to hit a dropdown and see what that says. It says Advance. Yes, I see that. Okay. Now, alright, ok. Um hpt a A. Let's just hit advance. Ok.
28:00
Speaker 2
yes, yeah there should be an option there that says advance, yes sir, alright.
28:00
Speaker 1
now, on the advanced page, it looks like the IPV4 address looks like it's still the same, the router's still the same. What am I look what am I looking for? [silence] it does. [silence] I see it. Okay. [silence] Okay. Yep. and I click on hardware, the MAC address is 10: :DD: : 1b1e: DD4e9e.
29:00
Speaker 2
Over here. On that screen, there should be a tab that says hardware. Yes. Kindly click, kindly click that one and kindly tell me the physical or mac address value.
29:00
Speaker 1
No D, it's lower case lower case E. And then lower case D for Delta. No colon, four, lower case E. Colon, nine, nine, lower case E. one, nine.
30:00
Speaker 2
Again, the physical or the MAC address of the Ethernet, okay, so it's ten, colon, uh, small d, small d, colon, lower case b for Bravo, one, colon, lower case e for Echo, then lower case b for Bravo, colon, 4, 4, d. All right, Thank you so much for that one. And after that one, Sir, Does it say four, four? Mm-hmm. All right, Thanks so much for that one, Sir. So, yeah, we're sure that your modem is online or working. So, let's now try to reconnect the parent node to the
30:00
Speaker 1
Okay. All right, that's reconnected. Still showing solid pink or purple. I could use my phone. [silence].
31:00
Speaker 2
So, can we use your laptop to access the web user interface of the router or to the system? Yes, sir. However, [silence]
31:00
Speaker 1
But I, I, I can't use the laptop because it's not connected to the internet. Oh, okay. All right. let me, let me go, let me go grab the laptop. The laptop then downstairs, uh, to another room.
32:00
Speaker 2
Since we are going to access the web user interface, it is more convenient if we are- That's fine, sir. The thing is, we can still access the web user interface, even though the system does not- Uh-huh. Thank you so much. [silence]
32:00
Speaker 1
Okay, my laptop's open. So, what do I need to do here? No, because I don't have. No, it's not. [silence]
33:00
Speaker 2
Okay great. Just to confirm your laptop is still connected to your home network, correct? Yeah that's actually, I see, that's actually fine sir. Even though your network does not have an internet connection, rest assured that you can still
33:00
Speaker 1
Okay. It says your connection was lost. Please try again. All right, All right. So my my laptop's open. What do you want me to do with it. Hang on. Hang on. All right, I'm in Chrome and the search bar http://localhost//; doubleforward slash. Okay. My router, my, okay. [silence]
34:00
Speaker 2
Connect your lap, laptop to that network. And... Uh-huh. Uh-huh. Hmm. [silence] Uh-huh. Hmm. Yeah, yeah, let's try to access the web use. Yeah, so on your laptop kindly open a browser and on the address bar like the upper search bar, type in H_T_T_P_ that's correct. Double forward slash, my-R_W-loader, that's correct sir. And then .local
34:00
Speaker 1
L-O-O-C-A-L. that's it? yes. yes, yes. yes, no, yes, no. yes. yes. yeah, I'm going to put myrouter.local right, okay. site can't be reached. let's see. site can't be reached. alright.
35:00
Speaker 2
Yeah, and there should be a dot between the my router. Okay. My router and local. So HTTP colon. That's great. Yeah, kindly press enter. And let me know what are the options you can see on the screen. I see. I see. On your laptop, for now let's try to check if the laptop is still connected to the router's network or to the mesh network. So on your laptop, kindly go to Wi-Fi or Wi-Fi settings and check if it says that the laptop is connected to your home network. Even though again, the network does not have an internet connection as of the moment, as long as it's
35:00
Speaker 1
It says connected, yes. Yeah, I'm looking at the Wi-Fi. It says, you know, link is connected. And it has the details. H-T-T-P colon backback, two back, Yep. One nine two. dot one six eight. dot one dot one. Is that it? Okay and it says login. Enter your password.
36:00
Speaker 2
It says connected on that. Okay, great. So on your laptop again, like on the browser, let's try to access HTTP colon double forward slash 192.168.1.1. Yes, and then press enter. On the screen is it.
36:00
Speaker 1
Enter password to see and change ring extender settings. So I don't know if it's if it's router password or what. No, it just says, on this screen at the links of screen, dual-band wireless range extender. Enter password to see change range extender settings and it has a password hint and that's it. Well, it has a forgot password
37:00
Speaker 2
OK. Uh-huh. OK. Okay. OK. OK. OK. OK. OK. [silence] It's asking for a router password. OK. 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. Okay, uh, what are the other options you can see on the screen? So you said it says, uh, "access router" or "access_valop"? [silence] Uh-huh. Uh-huh. OK. Uh-huh. OK, uh, on that screen, is there an option that says reset router password? [silence]
37:00
Speaker 1
But I can see the, I have the password in my password saver. You want me to try putting that password in? Yeah, that works. Okay, it says password incorrect. All right. So then I guess forgot password, create a new password resetting your range extender to factory settings. I don't know why it's on range. Yeah, I have one that that's in the house plugged in.
38:00
Speaker 2
uh tried to click that uh uh yeah let's try yes it's it enable good of youuh uh um wait ah yes sir uh just to confirm do you have a range extender device uh uh I see uh it could be possible that uh
38:00
Speaker 1
OK. So what do I need to do? Go and plug it? OK, OK, Let me go do that. Now, that thing is unplugged.
39:00
Speaker 2
Your computer is connected to that network sir. And that's the reason why we are activ pt eh yes sir excuse me. Thank you. Thank you so much for that one. And for record purposes may I know uh no sir. However we still need to isolate the issue. So uh may I know again your uh the Wi-Fi name of your system? Like the name eh 2.4 and 5 gigahertz there. Okay. Thank you so much for that information. And on your laptop, can you go back to Wi-Fi or Wi-Fi settings and check if your laptop is able to detect those networks?
39:00
Speaker 1
Wi-Fi settings. Uh, not connected. No, it says, it says Wi-Fi not connected. Under the Wi-Fi settings, not connected, right. Nope, they're not. [silence]
41:00
Speaker 2
the laptop is detecting the network, so that's great. So, uh yeah, can you connect- I'm sorry. Wi-Fi net. Uh huh. So, under Wi-Fi settings, it should like shows you the available networks. Can you see if your customized name for the 2.4 and 5 gigahertz are available or showing there? I see. I see. Yeah, this one, sir. And just to confirm, you are currently with the parent node, right?
41:00
Speaker 1
It's sitting right next to the parent node. Yes. And it's still pink. So let's see. Serial number is 43K10M2770454. It's sitting right next to the parent node. Yes. And it's still pink. So let's see. Serial number is 43K10M2770454.
42:00
Speaker 2
Thank you so much for that that. So I need to get the serial number for this one here because I want to know if this main node has been reset even though that you did not press the reset button. However, this is for this for just for the isolation purposes. So can you flip the parent node and then tell me its serial number? [sound of bells and keyboard typing] 641. [silence] Thank you so much for that wind sir. So, [silence] Alright so,
42:00
Speaker 1
Yeah, I see it. No, I see the veiled setup 551. It's the very first one. there.
44:00
Speaker 2
Again, sir, on your laptops fill on the WiFi settings, check if it can detect a WiFi that name Bellw setup 550 one or Length six five. I see. I see. I see. Uh, regarding with this one, sir, uh, and I really do apologize, sir, that, uh, it seems like the parent node has been reset since the default WiFi name of the parent node is appearing on your computer. So, uh, so for this one, sir, uh, we really need to reconfigure the nodes. And however, regarding with the name,
44:00
Speaker 1
Well, here's, here's the question I have for you. If we use the same Wi-Fi name and password, will all my systems just come right back up? Or do I need to go back in and change everything again? [silence] Correct.
45:00
Speaker 2
Researcher, that, the best thing we can do is just use the same Wi-Fi name and password. And I know, sir, this is frustrating for you and it could be possible, uh... yes sir. Uh, like, to be honest, sir, uh, there's no guarantee that all devices will reconnect. However, most of your devices will. And since you mentioned earlier that you did not press the reset button, uh, it could be possible as well that this parent node is already, uh, experiencing a hardware issue. But since, uh, it is still turned on and the light is still showing solid pink, uh, our best, our best, uh, yes, like work around or troubleshooting is just
45:00
Speaker 1
Okay, so I mean if that's what I need to do, I guess that's what I need to do, but five five times? All right, here we go.
46:00
Speaker 2
to re yeah reconfigure the whole system sir and again sir i really do apologize but i will do my best to walk you through it for that one and that's the reason as well sir why your devices can no longer detect the customized network that you used before since the parent no just reset by itself sir. yes sir so again sir i'm here for you to assist you with this one okay so uh to uh for the light on the parent node to turn back to solid blue you may simply press the reset button five times within five seconds so it's like press release oh it's same five times within five seconds thank you
46:00
Speaker 1
All right, I pushed it five times. Now it's blinking, now it's solid white. Blinking white. [silence] [silence] So I've got to unplug all the child nodes and bring them next to her. All right, so I've got to go collect them.
47:00
Speaker 2
yes, sir, it, yes sir, if it's blinking white, uh, the parent node is now trying to reconnect to your modem, so, yeah, for this one, sir, we'll just wait for its light to turn back to solid blue, and once it's gone to solid blue, uh, you need to move that child node next to it, and then, we will reset the child node, sir, since the parent now has been reset. yes, sir. and don't worry, this is just for reconfiguration purposes. thank you so much for that one, sir. and again, thank you so much for your cooperation. [silence]
47:00
Speaker 1
Boy, this is painful. Oh, I was just talking I was just talking to my wife. Oh oh yeah. Well, I'm just hoping that when we finish everything's working with the same Wi-Fi. [silence]
48:00
Speaker 1
Well, all my notes what yeah. So I'm just unplugging them all and bringing them up there upstairs next to the how close do they have to be all right. Do they both have to be plugged in at the same time or one at a time [silence]
49:00
Speaker 2
Sir. [silence] Sir. [silence] and then we should call us. [silence] and then we should do another one. [silence] Another one. [silence] however again, [silence] rest assure that we can just reconfigure this one. [silence] And by the way, sir, [silence] are all your nodes like directwired. [silence] Yes, sir. [silence] Are all your nodes plug in directly into power outlets? [silence] All right, [silence] got that one, sir. [silence] These should be at least one to two feet from the roaming node. [silence] This should be plug-in at the same time because we are [pause] Hi, sir, just let me know once you have relocated the child modes next to the parent. Okay? Thank you so much, sir.
49:00
Speaker 1
Yeah, you're gonna call me back you you you need my phone number. Yep, that's it. Sure.
52:00
Speaker 2
Hello, sir, and I really do apologize for this one, is it possible to, uh, process a callback to you within one to two minutes, because the thing is, there's currently an ongoing issue on our tool. Yes, sir, within one to two minutes. So, kindly wait for my callback, okay? Uh, I believe your contact number is plus17 576 3 0 6 1 2 9. All right, so currently wait for my callback, okay? Thank you, sir.
52:00