Speaker 1
[silence] Hi Eli. My name's Jeff and I, uh, had a, uh, velop mesh system, attached to my, uh, spectrum, uh router, and it was working fine, and I was upgrading and, uh, wanted to replace it, and I
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. Hi. Thank you for calling Linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
I have a link sys mesh router and it keeps hanging up on the configuring Wi-Fi stage when I get to the end. It's going through on the app, the setup, and it gets to the part where it says configuring Wi-Fi network and it gets the bar at the bottom progresses almost to the end and then hangs up and it did that for like over 10 minutes at a time.
01:00
Speaker 2
Okay. Um, is there, like, uh, some error message when you try setting the new, uh, mesh system, uh, or? Okay. Speak. Uh huh. Uh huh. Okay. Mhm. Mhm.It's really quite inconvenient. Um, uh, sir for this one, uh, can you give me the model number and the serial number of your new mesh system ma'am?
01:00
Speaker 1
Well, I have Spectrum's router is hooked up to the modem and then I am hooked up with the new Linksys router. I got that attached by ethernet cable to the Spectrum router.
02:00
Speaker 2
So what you're telling me is you have a Linksys, and then a gateway, and then a modem. Okay. So give me one second. So what will happen here, sir, is that the router, well, I mean, the Linksys routers that you are, I mean, that you have will only act as a, as, as a DHL receiver. Plus equipment of each router.
02:00
Speaker 1
I want it to act as a router. I don't want to set it up as an access point. Well, initially I want to set up this router and then connect my three Velop Linksys nodes to it, but I have two Wi-Fi extenders that I'm also going to connect to the the Wi-Fi network once it's up and running again.
03:00
Speaker 2
as an access point.
03:00
Speaker 1
it is yes sure. Um, model number MR 7500 serial number 45 C is in Charlie 10 M is in Matthew 24 B is in boy 01400 [silence]
04:00
Speaker 2
Gateway or router, correct? Okay. Can you give me its model number and its serial number? Okay, perfect. Thank you so much for giving it clearly. Just give me one second. Let me just check this one.
04:00
Speaker 1
uh it's it's my first time calling linksys for this for this product I've called you guys uh for support years ago [silence] first name is Jeffrey GEOFFREY last name Gerber GERBER uh
05:00
Speaker 2
have a great day. thank you for calling and now by the way sir is this like your first time calling Linksys? hmm I see I see thank you so much for that clarification. so I let me just go ahead and double check everything here. so just give me one second. sir can I please have your first name and your last name? okay. Mr. Geoffrey can I also please have your active email address?
05:00
Speaker 1
Trying to think which one I use for you guys. Let's just go with uh Jeffrey. G-E-O-F-F-R-E-Y. G and then another G Gerber. Jeffrey G. Gerber at gmail.com. How many routers?
06:00
Speaker 2
Okay, thank you so much, gmaildom. Okay. So, right now, sir, can you tell me what is the light LED that you can see from the new router? Okay, it's a solid pink. And how about, uh, how many is the new router, sir? How many of them? Yeah, I mean how many new routers do you have? Since we're setting up a new one. How many? [silence]
06:00
Speaker 1
The one that I want to set up is a router? I have two new uh range extenders but only the one router.
07:00
Speaker 2
Many of them are new routers. Okay, only one router MR7500. Okay. Give me one second. Okay. Okay. So, um, it says Jeffrey, we actually have a shortcut on how you can set that one up. So, since you are now seeing a solid purple light color of its LED, uh at the back of this router, there should be a reset I mean, there is a reset button.
07:00
Speaker 1
press it five times
08:00
Speaker 2
So, I want you to press the reset button for not too fast and not too slow. So press the reset button for five times. Yeah, press it five times. So like press, release, press, release, press, release, press, release, press, release. So just the light should now start blinking. Right after you press the reset button for five times. Ah, can you do it again, please? [silence]
08:00
Speaker 1
it is not blinking oh I take that now it is blinking uh two days uh two days ago so the July 3rd okay [silence] uh God two dates uh two days ago so the July 3rd okay
09:00
Speaker 2
Okay, so if it's already blinking, so that process may take for like about two to three minutes. So, let's give it some time. And, Sir Jeffrey, if you can give me an estimated date when did you got this MR7500. I mean, yeah, just estimate the date and year. I'm sorry. Okay. So, uh, let me just use that number as the warranty start date of this router, okay? Thank you so much. And, I just finished
09:00
Speaker 1
okay now it's a solid blue. it is underscore lynsys setup capital l capital s capital d 51 yeah i'm connected to it.
10:00
Speaker 1
Sure. Just any internet speed tests that, yeah, but just run it off my phone. It says, uh, it says 714 downloads. No, I want them to both be on the same network. Sure.
11:00
Speaker 1
It it's asking me to complete setup, ready to complete setup. I don't want to complete setup is the other option. Sure. Now it says configuring your Wi-Fi network, this could take up to a minute.
13:00
Speaker 2
that is showing on the app. Oh, it's the load is uh huh. Apart from that one, is there any other option? Oh, okay. Uh, can you try uh clicking the uh complete setup, sir? Okay. Okay, let's wait for it. And uh while waiting for that one, sir, I just actually also want to give you a heads up that uh the Linksys app may may or may not work for uh uh this time because there was actually an update that some people that has
13:00
Speaker 1
Okay, so how do I go to the web browser interface? I've got a laptop right next to me.
14:00
Speaker 2
Links this app. We're not actually able to use it anymore. So that's why it is actually also much better. Like, you know, to use the web browser interface of this router. Because there are some features that can only be accessed on the web browser interface. Because those settings is not available on the app. Okay. Uh, for that one, do you have an available iPad or a laptop that we could use for this one? Okay. That's perfect. Can you please connect this laptop to your MR7,500's network?
14:00
Speaker 1
Uh, it'll take me a second to put the password in [silence] [silence] Okay. I'm connecting to it by Wi-Fi. My laptop doesn't have an ethernet port. No, no. The laptop is connected. I was just saying I'm connected by Wi-Fi. That's to let you know it has an internet and ethernet port. Yep. Yup. Yep. Yep. Yep. Yep.
15:00
Speaker 2
The laptop is connected. Is the Internet not working? Okay.
16:00
Speaker 1
it pulls up my spectrum router not the linksys router correct yep yep correct yep
17:00
Speaker 2
Okay. Then just press enter from your keyboard. Okay, but the laptop is connected to the linksys router, correct? Okay, how about we try another link? So, still on the URL bar, type in http://MY router .local.
17:00
Speaker 1
Press what on the keyboard? Oh, I did. I did. And it pulls up a page, uh, uh, gives me an option to continue to link this, smart Wi-Fi. Okay. Um, if Yes.
18:00
Speaker 2
Okay. And then just press enter from your keyboard, press enter after you type in HTPC. Uh huh. Yeah. Click on that one. Click on that option. Continue to link to smart Wi-Fi. Right now, it's asking for a router password, correct? Okay. Now try the word admin, A D M I N, all lower case.
18:00
Speaker 1
the way, it's, this password for the router is under it's saying, access bellow, that right?
19:00
Speaker 2
Okay. How about you try, I use the password that you can see at the bottom of the router or the one that you use to connect the laptop. Try that password. Yes, access develop. And it should be um asking for a access router or router password. That's that's actually the one it should be showing.
19:00
Speaker 1
That didn't work, but I'm going to try and uh uh re-enter it. OK, that didn't work. So you said I should uh try to reset password.
20:00
Speaker 2
but if it will still not going to work, sir, you have the option to create a new router password by pressing the reset password, okay? okay, once you end up, what you do is get this, you have to choose the password and observe that in the password dialog there is a detail button. [silence] Yes, sir. Just go ahead and, reset the password instead.
20:00
Speaker 1
It's asking me to enter a recovery.
21:00
Speaker 2
But if there's anything else, you can let me know. Okay. Um, so those information, sir, can be found also at the bottom of the router. There is a five digits recovery key there. Uh kindbly check it. Okay. okay, by the way, sir, if you are already on the page where you need or you can now create the new router password, it will not allow you to use the same character. On that line. So, it will not allow you to use the same letter, same special character and same number.
21:00
Speaker 1
OK, that seems to have worked. Correct. I do. I think what where was hanging up, I wanted it to use the same, the same credentials that I'd previously used that my wifi with my, with my.
23:00
Speaker 2
Oh, okay. So, you're already in where you can, now, see the Smart or link to Smart Wifi tools. Correct? Okay. Now, do you want to customize the Wifi name? Uh, that should not be a problem, actually, cause if you're going to use the same Wifi...
23:00
Speaker 1
Okay. I just got a message that there's a firmware update available. Should I deal with that later? Okay, yeah. Okay, so to uh to customize the uh the uh Wi-Fi name, uh yeah, I'm just going to use one name for all the bands.
24:00
Speaker 2
Name, there should not be a problem. So, um, how about you do it instead here? Well, you, mm-hm. So, just go to wifi settings that's under router settings. Uh, yeah, well, you do really need to do it. Okay, so, uh, you can do it later after you customize the wifi name. Uh, just don't forget to, um, update it, okay? Because, that could really cause an issue. Yeah, so, go to wifi settings. Mm-hm. So, how many network name is visible as of the moment? For the uh, okay. So, yeah, uh, just customize that name.
24:00
Speaker 1
uh, there's actually 6.4, five and six gigahertz. Okay.
25:00
Speaker 1
Ok, and then click Apply. Ok, it says, actions you perform may cause devices to temporarily lose connectivity. It may take a few
26:00
Speaker 2
Yeah. Yes, sir. Click on apply. [silence] Yes, sir. Click on apply. [silence]
26:00
Speaker 1
six minutes, please wait till the operation is completed. And I click, okay. Okay. It worked, and I'm reconnected. Uh, but it says no internet connection.
27:00
Speaker 2
so you will notice um earlier the phone was connected right using the default ones the changes will be applied successfully. ok the phone will going to be disconnected ok so you need to manually input again the password uh that you customize or that you created earlier i'm oh ok that's perfect. ah well maybe it's still applying the changes so let's just uh you know uh wait for it so um on the laptop can you also try to check if it's already done? or is it still buffering? like you know we're trying to reload
27:00
Speaker 1
Let me... Router is not blinking. It is a solid blue. It's trying to close that. it no longer shows no internet connection
28:00
Speaker 2
Or is their router still blinking? Uh, can we, can we try to double check it again? Um, the connection from your phone? Is it still showing no internet?
28:00
Speaker 1
Oh yep it just popped up said no internet connection again okay uh How do I do it because there was a button to do it before and that has disappeared now um Yeah um Yeah?
29:00
Speaker 2
Okay. Mm-hmm. Okay, so that's actually one of the reasons why you do really need to update the firmware sir. Because yeah, because that is really going to happen if the firmware of this, I mean, of your router is really, you know, outdated. So it will really cause some issues. So just, update the firmware later. Or maybe you can do it now. While we are still on the phone. Okay. So are you still on the same page where you can see, um, all of the settings of your router? Okay. Uh, scroll down at the very bottom. Okay, there, there should be like uh words like,
29:00
Speaker 1
Yeah. Yeah. Okay. Yeah. Yeah. Uh, there's a, uh, yeah, there's a box that says firmware update uh automatic and it uh it allows me to to click on the button for update. It says updates are available. So. Uh. [silence]
30:00
Speaker 2
At the very last options of those words, there should be C. A. A. or complete access. So the page will load up after you click it. So go to connectivity. Okay. Okay, I just stopped on that. Check for updates or [silence]
30:00
Speaker 1
I've got a box that says, installing firmware update. And there's a progress bar. Thank you. Okay.
31:00
Speaker 2
download for any updates. It should be there. Okay. Mm-nt. uh, Uh-uh. Uh-uh. Um, So that may take a little while. So let's just wait for it. Uh-uh. Uh-uh. Very much welcome. Uh-uh. Uh-uh. Uh-uh. Uh-uh. And then after that, let's try again to check the connection, okay? Okay. Uh-uh. Uh-uh. Um, So, um, just please let me know sir once it's done, cause I'm actually also working with the documentation here. Uh-uh. Very much. Thank you so much! Okay. That's good. Uh. [silence] Yeah. And while waiting for that one, sir, those range extender that you were that you mentioned earlier. Are those also some links to sprouter? Or?
31:00
Speaker 1
Sure. One is, do you want just the model number off of it or off your documentation? Um, Uh, R E 7350 and R E 7000. Uh, it should just be the uh WPS button on the side of it. [silence]
34:00
Speaker 2
Okay, maybe I, please send what are their models. Just their model numbers. Mhm. mm Okay, I see. So there, so this are the range extenders. Okay. So uh, do you, I believe you already know how to set this one up right.
34:00
Speaker 1
Um, uh, once, uh, well, and it looks like the router is back up again. It is a solid blue. Sorry. Uh, could not fetch server and it is telling me no internet connection.
35:00
Speaker 2
Is it now solid blue? OK. Can we now test it again sir. Connect the phone and then try running a speed test. just to make sure that it is working. Can we go back to your laptop sir.
35:00
Speaker 1
Yes. Uh, where it's, sorry, main page where it says, uh, what? Yeah. And it says, uh, actually, I wonder, it says it's connected to the internet. But
36:00
Speaker 2
[silence] So the laptop is still on the uh uh Linksys Smart Wi-Fi Tools. [silence] Or. Okay. Uh, can you go back to the main page, sir, where you can see network status device router internet. [silence] Network status. [silence] It's one of the white boxes. It's [silence] Can you see? Uh-huh. I'm sorry. So all of them has a check mark.
36:00
Speaker 1
Yeah. Both of them have a check mark, but here's my old velop nodes are still plugged in. And I I wonder if that's the problem, because those are all uh flashing red, and they have the same wifi name. Uh, no, it is, uh, they are like W- Oh, I typed it in earlier. Hang on. The model is Uh, it's a TP Link d. Uh, DECO mesh is the same wifi name. Okay. Uh, there's the velocity mesh, but they're not used anymore. So you could use some K network names or something. Uh, we're going to try and run a ping from the friend node and see if it finds the LAN [silence] the friend to your primary node
37:00
Speaker 2
Oh okay you might actually be like a connected to one of them so by the way sir those velof routers aside from the range extender um what are their model numbers or those are the one that you have or you have provided already uh I'll put them there for you sir oh so those are huh
37:00
Speaker 1
UH, WHW 0303. I have three and I I'm gonna need to reconnect them to the router I just set up. Should I just unplug them for now to see if that's the problem? Yeah.
38:00
Speaker 2
And how many of these develop rotes do you have, sir? Ah, yes, sir, please. Unplug all three of them. Because uh, since all of them are currently showing or sharing the same name, so they're, that could might actually be, uh, you know, one of the problems.
38:00
Speaker 1
Now my phone is connected through the new Wi-Fi network and speed test is working on it. Yeah, 692.
39:00
Speaker 2
um, I'm going to Where's the? What's the light? What's the like? Now, what if you find that you're going? I love this. Uh huh. Okay. So, yeah. And let me know if you're still receiving the, uh, you know, the, the... that wonderful speed speed test result earlier. Okay. Yeah, that's, that's totally normal for a wireless connection. So, yeah, we have successfully set up the MR50. And to make sure this one, the MR7500.
39:00
Speaker 1
Yes, I want this one to be the parent. OK. OK. So I plugged them in and then hit reset. Is that right? [silence]
40:00
Speaker 2
This is the one that you want to stand as a parent. Okay. So, for the other three, uh, sir. You need to reset all of them and bring them back to the default uh to their factory default one settings so that they can be added back to the network. Uh-huh. Yeah. So, yeah, press and hold the reset button of these three routers. So, let me know for 15 seconds, sir. so press and hold the reset button of eight
40:00
Speaker 1
Getting a pulsing blue light to start with. Now it is. Now it's a flashing. you get red? Okay, Thank you. [silence] um Well the first two I did are a Oh um one of the first one I did just turned green that's what I get just turned green [silence] I just
41:00
Speaker 2
أنفسهم الوقت. نعم، دعونا نعطيهم، بعض الوقت ولكن، لقد أنهيت إعادة تعيين كل ثلاثة منهم.
43:00
Speaker 1
thus finished resetting the third one. One is solid green One is flashing red and one is solid red. Um It could be lighter red. I It's not the the pink color
44:00
Speaker 2
Okay. So, let us just wait for the second or the other child note to be in the same color as that one, and then from there, then we can move forward, okay?
47:00
Speaker 1
Yes. So, I've got the one solid red and the other one is still blinking red. Correct.
50:00
Speaker 2
Hello, sir. Okay. So, the- the other one. Oh, okay. Like, it's- still not, uh, changing its LED color. Okay. Can you reset again, that child node, sir? Yeah, the one that is blinking. So, press and hold its reset button again, but for this time, not just for 15 seconds, but instead do it for 20 seconds. [silence]
50:00
Speaker 1
it's starting off blue. it's dimly pulsing blue.
51:00
Speaker 2
okay. so let's just uh wait for it cube audio problem.
51:00
Speaker 1
The other one is now flashing red. Yes. Yes. And now. Now this one that you just had me reset is solid red.
52:00
Speaker 2
Oh, the one that was solid, uh, lighter red earlier is now blinking red. Okay. And okay. Can you reset the gonna, the other one that is blend, that is start blinking red?
52:00
Speaker 1
Now it's a solid red. So I've got one that's a solid green and it's shooting [silence] now it's a solid red. So I've got one that's a solid green and it's shooting. Showing up in my list of devices under the router and then a few that are solid red. OK. Sure. Uh, under connectivity, I've got a bunch of tabs. First, the last one administration,
54:00
Speaker 2
Muh mm, okay. Okay, um, assuming that it is really not red, like they are like, um, magenta. Let's put it like that. Let's assume that they are solid magenta. Uh, can we please go to the Connectivity once again? So, once you're back to Connectivity, uh, the very last option, can you see there Mobil setup or C-A Level setup? Yeah, the last one. Uh, okay. Uh, can you scroll down again first?
55:00
Speaker 1
Oh, to CA. Okay, sorry. [silence] Right, now connectivity. [silence] I see CA router set up as a tab. Okay. Uh, there's an option for, your master node is now configured and there's an option for adding wireless child nodes. Okay. Uh, [silence] 18 inches and [silence] [louder audio]
56:00
Speaker 2
Tap on and tap on CA again, okay, yeah, the C.A. uh-huh. So, earlier it was only administration. Now, can you now see the new tab option? Is that one you can select on the bottom? Yeah, yeah, that's the one. That's the one that we're looking for. Uh-huh. Okay, now choose that option that add wireless child nodes. And then uh, by the way, those two, how far are they from the MR 7500?
56:00
Speaker 1
4 inches. So the I so, I, I clicked that and the Mar 7,500 changed color for a minute and then went back to solid. Um, they are their their LED is now pulsing, both of them. Okay. Okay.
57:00
Speaker 2
Oh, okay. Okay. That's okay. So. Yeah. Just, I'm sorry. Mm-hmm. Turns back. Yeah. That's really quite normal. Now, what we need to check on this page is the other two child nodes. Like check if they are now responding. [silence] Oh. Okay. That's good. Now, sir, that process may take like maximum of three minutes for each of that node. So if you have something else to do, how about you do it now we'll wait and I'll be just here and then just listen.
57:00
Speaker 1
All right. I'm going to grab a cup of coffee and uh it'll take me about a minute and a half and I'll be right back.
58:00
Speaker 2
Let me know if there are some changes, okay? That's a good idea. Okay, yeah, sure.
58:00
Speaker 1
Another one of them turned solid green, and the third one is still pulsing. All three are solid green.
60:00
Speaker 2
Okay. Okay. So yeah, let's just wait for that last one and then we're good. Okay. I just actually also grabbed my own coffee earlier. Okay. Okay, that's perfect. So, now that all of them are now solid green, of course, later on you can then absolutely deploy them, but um just a quick uh reminder on deploying these nodes. So that uh they can
60:00
Speaker 1
yep okay yeah that sounds great No, I think I can set up the range extenders with the the push buttons and uh I'll I I I feel comfortable doing that so thank you so much, you were incredibly patient with me all right thank you have a good
61:00
Speaker 2
uh, okay. So once the first child notice already it's solid green then now then that is the time that you can turn on the second one and then so on, okay? Uh, okay. Thank you. So yeah, um, will there be maybe anything else that I can help you? Yeah, the WPS. Hey, you too. Thank you so much as well, of course, like, you know, we went an hour to the call and you thank you for the patience as well. All right. Thank you. You too, have a good one. [silence]
61:00