Speaker 1
All right. Uh, well, once again, Blink this is going in and out and in and out and I can't I have two child nodes which basically won't cooperate. I'm out of warranty I'm going to have to take
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 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is J. How can I help you today?
00:00
Speaker 1
$15. I did this about a month ago. Sure. 917-846-6708. Okay. Okay. Yeah, only three out of the five. The other two seem to be working fine. [silence]
01:00
Speaker 2
Let me just pull up your records, sir. May I have your phone number, please? let me know, sir. to have your phone number, please? 0801-5082. Am I speaking to Mr. Michael Dolzin? 325-6264. Okay, yeah. I was able to pull up your records, sir. You called last May 29. Anyways, sir, your concern is about your child node. All of your child node got disconnected, sir? I see. What's the model number of those? um, these devices? or they are like?
01:00
Speaker 1
Hang on just one second. Hang on hang on just one sec. Hold on. Hang on. Hold on just one second, I can't hear you. Hold on please. I'm sorry it's an Uh, Okay. Now I can hear you. I think. You there? Hello? Oh, God. Hang on one sec, and I'll just connect to something that won't let my Airpods work. Hold on. Okay. How about now? Hello? Oh my God. Yeah, okay. I'm here. My Airpods keep going in and out and I'm not sure how that relates to this whole...
02:00
Speaker 2
nodes here. That is triggered out where Thecknows, I haven't here. Yes, sir. Yes, sir. Yes, hello, sir.
02:00
Speaker 1
Okay, I'm here. Are you there? Okay. Yes. Everything's the same model. I have five nodes. They're all the same. [silence]
03:00
Speaker 2
Yes. Yes, sir. Sir, just a confirmation, I have here your parent node is MX 4200. What's the child node, sir? Is it the same model? So, okay. MX 4200. Okay, let me just check, sir, if you were able to check on the firmware of this devices. So when you lost internet connections there, or when you lost connection to your
03:00
Speaker 1
Mm-hmm. No, so there's five. And so I went to get on this morning and this was probably true, maybe a week ago as well. Nothing has changed and the parent node and two of the child nodes are fine. They've been lavender the whole time. And then there's two additional child nodes, which seem to go in and out. Right now it's lavender. But two seconds ago, it was red and then it's beeping all the time. So it just goes in and out along with an additional one. Right now it's lavender, but 10 seconds ago it was red and that's been happening all morning.
04:00
Speaker 2
on the children notes, okay? Did it happen to all device sir? And then three just did not connect, or just the three did not connect at all? So, I'm sorry, sir. What's the color of the child notes sir? Lavender? Purple? Okay, sir. Lavender or purple light indicator under the three we'd like you to pay attention to.
04:00
Speaker 1
No. As I just said, 10 seconds ago it was red. So it keeps going lavender to red to lavender to red, but, but mostly it's been red. Very rarely it's been lavender. That has always been lavender. And two of the other child nodes have also. Right. The one I was just talking about, the one that I'm standing in front of, is now flashing red again, even though two seconds ago it was lavender. So three out of the five have always been lavender. Two out of the five, the ones that we're talking about, go to lavender to blue to flashing red. [silence] [silence] [silence] [silence]
05:00
Speaker 2
top of the nodes, uh, it means uh, uh, that um, this is ready for setup. Is this like lavender all the time, sir? Okay sir, my nodes here. What's the color of the light indicator on the top of your parents node, sir?
05:00
Speaker 1
Yep. Hang on just one second, and now my computer keeps trying to connect to my air pods today is not a good day. Okay. shut down here, hold on. Okay. Can you hear me? Again, I got just one second again. Oh my god. Okay. I think my AirPods are back on. Can you hear me now? Can you hear me? Yep. I'm here. Yep. Can you hear me? Yes, hi. Okay, great. Sorry about that. [silence]
06:00
Speaker 2
Oh, this, uh, this, the link says No, I Ser. Yes, yes, sir. Oh yes, so sure. Yes, yes, I can hear you, sir. Okay, again, sir, this node, the
06:00
Speaker 1
Okey-doke. So right now it's slashing red. I. Gotcha. Okay, so. We're having a discussion here between the difference between lavender and blue. I understand, myself. So, hang on, let me see. Okay, so let me go check, but I believe the answer is lavender. Let me check. I'm walking to that node right now.
07:00
Speaker 2
This MX-4200, sir, if this is working and online, it should show you a solid blue light, not lavender. Lavender means ready for setup, sir. So, let me confirm. Hm. Sir, before we go ahead with your child node, sir, may I just confirm? The parent node and the two other child nodes, sir, that us currently working. Was it lavender all the time since you set this up? Yes. Yes, sir, because. Mhm.
07:00
Speaker 1
Okay. Okay. Uh, correct. Um, All right, so this has been working for five years and was working a week ago. um, so the Wi-Fi is called Libertyville.
08:00
Speaker 2
parents node and two other child notes. Okay. So that means they're that ever since you set up this device, it was not configured at all. What is the Wi-Fi names there? Okay.
08:00
Speaker 1
And that is online and connected, as far as I can tell. Yep. Sure, that's probably a good idea. But my question is why does this keep happening? Is am I going to have to do this?
09:00
Speaker 2
Okay, so. So, yes, sir. I believe you're already aware that, yeah, this device is, uh already out of warranty. And would you like to get the other options, sir? Since you already tried the paid service. Yeah, the other options, sir, is actually for free. I can send you the full step-by-step guide on the troubleshooting that you did with the previous technician on how you add it back, uh back to your network.
09:00
Speaker 1
Okay. Okay. Yeah. Okay. but I guess my next question is, what do we do about that?
10:00
Speaker 2
Actually, sure. We might need to check further on the parent node and the modem, because that's where the problem starts. So if your parent disconnects from the modem or if there's a dropping connection from the modem, sir, the first device that will be affected is your parent node. And if the parent node will be disconnected to the to the modem, this child node will be disconnected, and that's where some child node will be able to connect back to your network. Okay, if we will go ahead with further checking, sir, we might need to require you to have a computer that we can wire. You have some spectrum.
10:00
Speaker 1
correct, yeah. mhm. okay. gotcha. okay. so I guess my next question is, so what does that mean I should do right now? okay.
11:00
Speaker 2
you're your internet provider, right? Okay. And Spectrum, Spectrum modems, sir, those are plain modems. So they don't provide Wi-Fi. That means that the only way for us to check, your, the, how it's stable is your modem, is only if we connect a computer wired to it. Yes. That's how we trace sir, or we check deeper where the problem started. Starts with the modem, then the parent node. Okay, right now, sir, um, yes, as I've mentioned, if you will go ahead with the troubleshooting, we will check your modem first. We will do ping test. Yeah, we might need to do ping test.
11:00
Speaker 1
[silence] [silence] Okay. And then what's the next step in terms of a solution? I don't understand the full process here. What do we do after that? Yes, I understand that. Okay. Okay. Okay. All right. So let's, let's do it. What do I need to do right now?
12:00
Speaker 2
or we might need to check if you have an updated mo, uh, if the, there's a firmware that needs to be updated on your modem. If there is, then that will be under spectrum. But if there's none, then we will do the same thing, like the ping test on the parent node. If there, we'll be dropping on the parent node, well, that will cause the child node will dis, uh, to disconnect. Mm. Okay. Uh, we also need to check there if the firmware's are upgrade dead. And we might possibly do some changes there on the parent's node. Uh, node steering or, um, DNS.
12:00
Speaker 1
Yes. Mhm. Mhm. Uh that's a good question. Let me go see if that's, possibility here since the computer itself, this is a tech disaster of a guy, hang on. So I'll need a laptop that I can put near the modem, correct?
13:00
Speaker 2
Yes, sir. I'd like to go ahead with the paid service. Okay. So, yes, sir. Oh, I'll let me just prepare my tools here, okay? By the way, sir, do we have a computer or an iPad that we can use for this troubleshooting? If there is a laptop or a computer that we can wire, that would be better, but if there's none, then we can just keep on the modem and go ahead with the nodes.
13:00
Speaker 1
I don't think the laptop I have here. My wife is out with her laptop. Mine is just not working. It's like, no, I just don't think this is going to work. Because it's weird. this perfectly for five years, right? And then just, you know, as you know, I had to do it recently, and now it's acting up again. Is that possible that just the Linksys is old? It should last for longer than five years, correct? Okay. Okay. Is right now the parent node, the top of it is Lavander.
14:00
Speaker 2
[silence] Yes, yes sir, it should last uh longer, sir. And let me just check the surface for more updates.
14:00
Speaker 1
Okay. Mm-hmm. Okay. All right. So, I can't, I don't have a laptop that I can do. So, what do we do next?
15:00
Speaker 2
Then the new is released for the firmware of this unit is just this May. So this should be still working.
15:00
Speaker 1
No. I understand that. No. I understand it, so I don't believe that there's a laptop right now. My wife is out, so I can't use hers. And there's not an iPad. So, no, let's go with no for the moment. Okay. So let's do that.
16:00
Speaker 2
sr like iPad or um if phone might not not not be possible SR we cannot do it on the phone I I see I see if that's the case you then the only thing that we can do is to add back your child node since that wouldn't might not require possibly might not require a um computer or an iPad yes okay but then if you if we will go ahead with the paid service and you will still have the same issues are since we cannot check on uh your other devices like your modem and the parent node then you might do the same thing.
16:00
Speaker 1
mhm. Okay. So what you're suggesting to me now is that I wait, get a computer that can connect to the modem, and then call you back and start this process and do it properly from the beginning. Is that correct? Okay. Okay. That would that would be great. Okay. That would be great. great. mhm.
17:00
Speaker 2
Like, it will disconnect again. That's possibly we can do, sir, but if you want, sir, we can, I can send you a, um, a guide on how you can add temporarily your child node back to your network and then until we get that computer. Okay, let me just get that uh, later, sir, uh, this will be I will send you two, um, guides here, one is an article and one is YouTube video. That will be the same process, sir. So, uh, what you need to do is bring this node close to your parent node and then do a reset. Anyways, that's on the that is on the guide here.
17:00
Speaker 1
Great. Mhm. Mhm. Mhm. Mhm. Okay, hang on, can you get a pen? Okay. Okay. Great. Mhm. Mhm. Mhm.
18:00
Speaker 2
Okay, and I'll give you your ticket number, sir, for your, uh, the call back. If you already have those device that we need, um, on computer that we can connect via, uh, uh, Ethernet, your modem, or an iPad that we can use to, uh, access the user interface. Okay. No worries, sir, I'll include that one on your ticket, on the email, sir that I'll set. Okay, just give me a couple of seconds, okay, I'll just need to quite get that. Um, articles.
18:00
Speaker 1
Correct. Yeah. I guess I have one more question. Yes, that's right. So, how come the lavender ones were actually providing good internet access when you were close enough to them? Is that possible, or was there some other modem that spewing out Wi-Fi and it wasn't the Linksys? I think there might be. I think there might be another source of internet as well. But does a lavender Linksys, does that mean that
19:00
Speaker 2
your email address, your is your first name . your lastname at gmail.com. Right? Okay. As I've checked through, you don't have other source of internet aside from this there's, right? And your devices are connected only. Mhm.
19:00
Speaker 1
it is working. yeah right. yeah I am. okay, I understand that. but I'm asking a simple question. if it is lavender on the top. does that mean that it is not providing internet access. it will. okay. okay but it. but it will provide internet access. so if that's on like that, it means that the computers are flowing through that. it's
20:00
Speaker 2
Okay, I'll, uh, provide you two answers to that, sir. Uh, first thing, sir, lavender, or purple, uh or magenta, sir, that color means it's ready for shut up. So I'm not so sure if, uh, yeah. Guess this note, sir. If it's online, it should show you a steady blue light, solid blue light on the top. It will still provide, sir. This device, uh, this device, sir, yes, it will. It's just that it's not configured yet. It's not properly configured. Yes.
20:00
Speaker 1
this means it's not properly configured, but still working. Okay. Okay. Thank you. Great. Okay. Great. Thank you. Will do. Thank you very much. Okay. Thank you very much. Okay, bye bye.
21:00
Speaker 2
yes exactly sir okay anyway sir I already sent you the email that will be uh that message sir that I uh provided that's the five press setup that's uh one just one of the uh ways sir on adding your child nodes uh it's a step-by-step guy you don't have to worry about that and if you're you wanted to like just follow the videos or the second link that's the same method okay so you can call us back sure if you already have a computer or maybe an iPad that you can use just provide us your ticket number we're open until 11:00 p.m you're welcome sir you're welcome sir have a good day
21:00