Speaker 2
Welcome to link's is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling link's is this is Regina going to help you today.
00:00
Speaker 1
our Wi-Fi name to something different, something easy for everyone to connect to. And I've done this multiple times, but what I've noticed is, when I've logged back into the Linksys app, unless I'm connected to the Wi-Fi, and it only works on a rare occasion as well. Um, but anytime I try and log in via an email, or the email address linked to the account, it doesn't come up with the right profile. It comes up saying that there's no internet there is no profile connected to this email address, basically. And the community fiber lady that I just spoke to, said that that's not a community fiber issue, that's a Linksys issue. Uh,
01:00
Speaker 2
[mumbles] Well, [mumbles] I'm hearing you. Okay. [silence] Okay, I see. And I don't really apologize for the inconvenience, sir. But before that, is this your first time contacting us for support?
01:00
Speaker 1
I do believe so. Yeah, I do believe so. Yeah. I'm not actually the bill payer, I'm his son but does that matter? I'm Keber Edwards. K-E-B-R-A and Edwards. Keber Edwards. Yes. K-E-B-R-A. K-E-B-R-E E-E A-E E. K for Kilo, E for Bravo, E for Ehco, sorry. B for Bravo. R for Romeo. A for Alpha. Edwards. E for Ehco, D for Delta. W for Wether, A for Alpha, R for Romeo. D. D for Delta. E for Ehco. W for Wether. A. A for Alpha. R for Romeo. D. D for Delta. E for Ehco. W for Wether. M. M for Mike. I'm sorry, it won't let me say my name.
02:00
Speaker 2
I know your first name and last name. That's okay. So Keeper Edwards, K-A-P-E-R. Right? Cabra. And can you spell it for me your last name? Right? Cabra.
02:00
Speaker 1
Delta S4 scout. Oh, um, I can do the troubleshooting on my phone. Um, this is my dad's phone that I'm calling on. Yes, that's his. Yes, that's it. Uh, his email is Rusty2000hotmail. Uh, hey, yeah, Hotmail. co.uk. Yes. [silence]
03:00
Speaker 2
Thank you for that and your call back number so just in case this call will disconnect in the middle troubleshooting. Okay it's 7 7 9 6 0 3 3 1 5 9. This is the best contact number and your email. Can you spell for me? .com.co.uk. So it's rasd 200@hotmail.co.uk. And on the links is there.
03:00
Speaker 1
Just the one router. Oh, well, one router, two nodes. Oh, two in total, sorry. one second. Let me go and get that. It's not actually right next to me. That we found on the bottom of it, that's correct, right? All right. I never look. There are many windows beautifully dressed. You might have? The Syria. Is that the recovery? Oh, no, sorry. The Seren 59 N 1 0 M M4 metric. 22. [silence]
04:00
Speaker 2
Yes, strounder do you have, sir? The length of these devices. So three in total. So, OK, can we provide a serial number of the parent's node? Yes, on the bottom of the parent's note, serial number. [silence] I get 5 9 N for November, 1 0 N for Michael, 2 2 E for Edward, 0 1 2 2 3. It's okay. Yeah, I just gather it. And the model number is SPN MX 56. On the bottom. It's okay. Okay. Now these devices are bundled or provided by community fiber, right? And they are currently working. What is the light indicator of your linksys devices or are they all solid blue?
04:00
Speaker 1
It's solid brickwork. Okay, no worries. Yeah. Okay. Okay. Yes. Um. The write passcode, sometimes it doesn't work. It's unusual. I'm connected to the internet now, but it still wouldn't let me log in through your, uh, Oh, wait. No, you meant that actually. Yeah. Okay. Um, the only thing is, the last time I was with CC fiber, we, we reset the, [silence]
06:00
Speaker 2
Okay, let's proceed to uninstall and reinstall the Linksys app here and start from the beginning. Yeah, it's okay. Let's start from the beginning because there are actually two option. Yeah, but let's just try to go back. Could you please go back to the login page because there are two options on how to log in on the app. There's an email and router password. Let's just try.
06:00
Speaker 1
Yes. Okay, so, um. No, worries. Uh, so just a moment. [music] Right, saying connect into real. Oh, is that? [music]
07:00
Speaker 2
Yeah, it's OK, but let's just try if we can make it. Are you on the login page? OK. Now, try to log in using your email and password. [silence]
07:00
Speaker 1
OK, it took a minute but it says we found the new network and this network ad like, OK. Um, it's that's me for the root of password. No, but I I I can attempt it. Uh, just curt. Oh, okay. Okay, I'll try that.
08:00
Speaker 2
Okay, add. Add this network. [silence] Can you still remember your router password? [silence] And we try to [silence] use the password on the bottom of the parent node.
08:00
Speaker 1
Anyway, let's see. Oops. No. Oops. Okay. X. Okay. J. P. N. M. I just shows three that all start with what is incorrect I just shows three that all start with what is incorrect that will pop wouldn't is incorrect. Yes. Sorry, that's password is incorrect. No. No. Okay. Oh. It's saying that I have to.
09:00
Speaker 2
okay. Just click forgot or reset password to create a new one. And don't worry. sir, because this won't affect with your Wi-fi password because you are different. So, just click reset, forgot and create your own router password. And on creating this one, you need to follow your requirements.
09:00
Speaker 1
yeah, coff After putting the recovery key, I'm just getting a loading circle. I I don't think yet. I I think they're still loading now. Yeah. [silence]
10:00
Speaker 2
OK, the recovery case labeled on the bottom of the parent node. Just keep on waiting. It might still loading. It's still loading. [silence]
10:00
Speaker 1
I'm not sure, where the credit, if I close the app with it, will it have to, will have to start the process again? [silence] I did did literally already. I can I can I can do it again. I can do it again. [silence] No worries. [silence] just redownloading it now
11:00
Speaker 2
Yeah, it's okay. But since I just keep- have you tried to uninstall and reinstall the Linksys app, sir? Delete the app totally? Okay. Can we delete the app? That's downloading. Yes. So you deleted the app and then reinstalled. [silence] For your email?
11:00
Speaker 1
Hello. Yeah, I'm trying to log in for email and it's saying it looks like- It- No, no, just for email. It's saying that it looks like your email doesn't match. Can you try again or reset your password? I definitely know that the password is right. This is the one that I've been putting in the whole time. The kind of work that happens entirely on screens, and meetings, in the exact way you do, anything tactile real, tangible. Nothing tactical but- Um- Right now it's still- it's still saying, it's still saying, um, I was the right, oh, right, do I have to reset the password or do I just have to put in the right password again? [silence] -
13:00
Speaker 2
or the router password? yeah it's okay sir there are two options now to log in the app how about this one click router on that login page you can see email and router on top or skip for now [silence] now go back to the login page login. in page the option we're in you're able to select either to log in using your email or router password because there should be email router and then skip for now go back to that page okay on top there's log in email and then router log in email router because there are two types here in how to log in the app the first option no do not log in your email log in using router select Router
13:00
Speaker 1
The live is logged in. But it's now come up with restart router. We've encountered a problem, please use the button to restart your network. Once the network is back online we can try and fix your problem for you. Do I do I restart the network?
16:00
Speaker 2
Oh yeah, it's okay. Did you try to restart the router? Yeah, we can. How about this once? Silence Silence faded.
16:00
Speaker 1
Yeah, what you're saying is, restart the router. Okay. So, unplug the both of them, is what you're saying? Hello? Did you say, unplugged, the both of them? No, just a, can you, oh, okay. Nice. Ah, okay.
17:00
Speaker 2
Hey. Unplug, let's include, yeah, let's include the modem. So, unplug the power adapter for both modem from community fiber and then the parent node from Linksys. Sorry. Uh, what wha wha what did he say? Yes, unplug the power adapter modem and the parent node, the modem from community fiber. Where's your parent node or main router connected? That's the modem. Okay. So just unplug the power adapter of modem and then the main router, and let's wait for 30 seconds to plug the power back. So they're both unplugged, sir? No, no need. Just the parent node and the modem. No need no need to unplug the child nodes. Just the parent node and the modem.
17:00
Speaker 1
No worries. I've done that. I've done that. I can plug it back in now. Okay. No worries. Okay. It's back in now. [silence] It's And it's and And And [silence]
19:00
Speaker 2
and let's wait for 30 seconds. And make sure to plug the parent node from Lynksys first then the modem. So you I guess you know proceed proceed to plug the parent node. Okay. Then the modem. Yes. [silence] Okay so let's just wait for both devices to fully boot up okay?
19:00
Speaker 1
No worries. Right. Okay. Um, I've got a solid blue light on. Well, no, actually it's blinking. So yeah, it's blinking. I'll give it a minute.
20:00
Speaker 2
So it will take three up to five minutes for the devices to fully boot up. Yeah, it's booting up. Yes.
20:00
Speaker 1
Well, the modem's got three blue at three green lines, but the parent node is still flashing blue. [silence] you think I'm saying. Yeah, yeah.
21:00
Speaker 2
It's okay. It's still trying to reconnect. Make sure to the Ethernet cable is properly plugged in from the modem to the internet port of the child node.
21:00
Speaker 1
Okay, it just went purple. now a white light. Well, yeah. It's flashing a white like i think it's a white light. but a lit a purple. now it's probably blue light.
22:00
Speaker 2
bringing what? okay and then try to force close make sure your phone is connected to your linksy network forec close and reopen the linksy
22:00
Speaker 1
She, it's reverted it back to its original name. By me plugging that in, the name, the name of the box, it's reverted it back to its original name. So I have to reconnect to the Wi-Fi all over again. [ silence ] Now, Ox, why does that happen every time the the power switch is off? I have to keep changing back the settings. [ silence ]
23:00
Speaker 2
Go ahead. That's regarding, okay, regarding with that one, sir, actually, the router password is different from your WiFi password. I guess you used your WiFi name and password on the bottom of the parents node. Did you attempt to reset that before? Did you created your own?
23:00
Speaker 1
Well, when, when when it shuts off here we do change the wifi name. Change it to something different. [silence] Okay, well, let me look into the firewall. That's.
24:00
Speaker 2
Matt, so you want, you know, uh, let's just try to change that on the Linksys app, when you're successfully logged in. But make sure you're connected to your phone.
24:00
Speaker 1
Because the root password had been reset. Yeah. Yes. Yes, I'm connected but it won't just I said this before this was the issue. I said this already. I said. Hello. Hello. Hi. Well, I Yes, I did. Yes, I can hear you.
25:00
Speaker 2
and the link system app on the link system app but uh are you connected with your links system network now using your Wi-Fi name and your Wi-Fi password make sure your phone um your phone um yeah did you force closed and reopen the links app um I'm still here can you hear me okay close the link system app
25:00
Speaker 1
I'm at the logging page. Okay. say, say that the router password is incorrect.
26:00
Speaker 2
Okay, select router to log in. Okay, so it might. That since we encountered error earlier, so it doesn't successfully change. Okay, for the last time, can we try to reset and forgot password and then just use the same credentials?
26:00
Speaker 1
So, if I'm correct, that it's reset itself, wouldn't it be just be, wouldn't it be the password that's on the bottom of it then? It's going back to the original password. Okay. All right. That's if that's also incorrect.
27:00
Speaker 2
As it was. Yeah, or try to use the router password on the bottom of the router or the parent node. Okay, so proceed to reset if you forgot password to create a new one.
27:00
Speaker 1
okay checking in getting rooter settings right I only have one node you have one node connected at this moment and Okay. Saying getting router settings. Right. I only have one node. You have one node connected at this current moment. I have to make A: seems to reconnect the separate one. Yeah, it's gone back to its factory name. So, if I change that now, is it, yes, and I'm honestly, if I change that now, is this going to log me out and start doing all that, that nonsense again? No, but I'm saying, I'm saying,
28:00
Speaker 2
Yeah, it's okay. It might be the other notice that we're connecting. Just go to the menu icon and then go to the Wi-Fi settings here to check your Wi-Fi name and Wi-Fi password. Because that would be your Wi-Fi name and password. Yes, because you need to reconnect to your phone.
29:00
Speaker 1
...okay. four C2? four C2? Right. Um, I'm I'm. I've changed the name back to what it was before, but it's saying, restarting your Wi-Fi. Yeah. I'm just waiting for the the changes to take effect.
30:00
Speaker 2
Yes, because, you will totally, disconnect here, once you change your Wi-Fi name. So, you need to select your Wi-Fi name, enter the Wi-Fi password on your phone. Okay. Reconnect your phone too to change your Wi-Fi name.
30:00
Speaker 1
Yeah, I've changed it already. SSN if Uh oh yeah, my hotspot's off. Uh what you what I'm speaking to you on is a Samsung. My iPhone 14. I'm using an iPhone 14, but I'm speaking. Now I'm attempting it on iPhone. [silence]
31:00
Speaker 2
Is that an iPhone? And make sure your data, sir, your data, your hotspot is apparently turned off. What model is this? Is this an iPhone, Samsung? You're currently using your phone, which model? Samsung. So you're currently using your Samsung to log in. [silence]
31:00
Speaker 1
I'm just trying that right now. I'm just still getting restart and your wife. I just could take a minute. Um well, it says I'm connected to the name, hasn't let me because the the the main reason what I wanted to do and the whole first place where I couldn't log in was check why my connection speed is so low. Now I can't even.
32:00
Speaker 2
to log in on the Iinksys app again.
32:00
Speaker 1
It's not allowing me to go back in. Should I close the app down again? Right. I've still only got one node connected as well. Right. I'm logged in now, but again, it's only I can only see one node.
33:00
Speaker 2
Yes, since you're connected, you need to force close and then open. The link is just up to refresh that. Yes, but we need to log into the Linksys app first. Might be that the node now is reconnect. Okay, cancel the check [silence]
33:00
Speaker 1
flash it and red no I didn't require it no I didn't I didn't press the reset button I just plugged it out
34:00
Speaker 2
the light indicator of the carbon mode, and by the way, sir, you just unplug the power adapter of the parents mode earlier, right? You did not press, okay, so you did not press the reset button of the parent node earlier. when we power cycle the modem and the parent node. Okay. now can we power cycle, okay, power cycle the child mode, unplug the power adapter and wait for 10 seconds.
34:00
Speaker 1
Oh, well it. OK. OK. No worries plugging it back in now. Am I going to have to add that node or is it just going to reconnect itself? [silence]
35:00
Speaker 2
For the child node of the child node, don't keep on saving it because it will boot up.
35:00
Speaker 1
**it's flashing blue** [silence] **pretty**
36:00
Speaker 2
[silence] That is the light indicator of the child node. Okay, keep observing it.
36:00
Speaker 1
[silence] Arkham City. That's flashy red. [silence] Yes, it is.
37:00
Speaker 2
And is it plugged in directly to the wall outlet? [silence]
37:00
Speaker 1
Yeah, it's still flashing red. Uh, no doubt I'm probably gonna have to reconnect this. Um. Hm. I wanna have to unplug it then.
38:00
Speaker 2
And can you please move this one? Move the child node about 2 or 1 ft apart from the parent node. OK. So one foot or two feet apart and plug it directly to the wall outlet.
38:00
Speaker 1
[silence] Yes. Yeah. Fucking in. that's sorry. [numbers]. [music]. I'm sorry. [music]. I'm upset. how are we getting connected to the [inaudible], the the 3ds [inaudible] network. [music]. I'm sorry. [numbers]. [music]. It's literally right next to the um, the other node. Um, it's still flashing blue at the moment. Yeah, it's one foot away from the current node.
39:00
Speaker 2
parent node about one foot away from the parent node.
39:00
Speaker 1
About a fourth. Yes. [silence] All right, now I've got a flashing red light. [silence]
40:00
Speaker 2
about one foot. Okay, press and hold the reset button of that node, sir. Make sure the light blink red, goes off and turn to solid blue. So when it turned to solid blue, that's the time that you're gonna release the
40:00
Speaker 1
okay so when i hold it i have to wait for it to turn blue is what you're saying okay it's now on solid blue
41:00
Speaker 2
Yes. The blink red goes off. And then to solid blue, then release.[silence] Okay, so did you already release the reset button? So let's just wait for the light to turn solid purple.
41:00
Speaker 1
and now it's itself for a
43:00
Speaker 2
okay, now go the parent note and then press reset, reset button of the parents now to set up child nodes [silence] the five times within five seconds. [silence] press release, press release, press release, press release, press release, press release. Yeah, just press release reset button of the parents now five times within five seconds to set up a child node.
43:00
Speaker 1
solid purple mean I've done it wrong five times Okay
44:00
Speaker 2
So, what is the light indicator of the child now? Did you press release the reset button of the parent node? OK, try to do it again. Not too slow, not too fast. Yeah, 5x within 5s.
44:00
Speaker 1
It's I. Now. changing. all. different. colors. to. be. fair. the. child. node. is. now. flashing. purple. and. the. parent. is. a. pink. light. the. child. that. is. blinking. solid. it's. got. a. solid. pink. pink. light.
45:00
Speaker 2
What is the light on the gate setting up? Blinking. How about the parent node? Okay, the parent. No, they're in the swing.
45:00
Speaker 1
It's not purple. It's pink, but maybe it's purple and it's just a different shade. [silence] Say that again, sorry. [silence] Would you like me to do it again.
46:00
Speaker 2
solid purple. After you press release the reset button five times within five seconds, it turned to solid purple. It might reset. So you just press release, press release. Did you press release? Press release, press release, press release, press release. The parent node. No need. No, I just get confused because the light indicator of the parent node turned solid purple. Solid purple once it was reset.
46:00
Speaker 1
It means it was reset? Oh. So, I preform ed it. I meant, on the reset button, like you told me to. I didn't hold it. I tapped it five times. Should I do it again? I pressed it five times. Parent node is purple or [silence]
47:00
Speaker 2
How did you perform the five... Press method earlier? Did you press release or maybe you pressed and hold it for five seconds? Does what you, remember you, press? Now, does think just keep on observing it. What is the light indicator of the child mode? No. What is the light indicator of the parent mode? [silence]
47:00
Speaker 1
and the child node is flashing read. So, how do I fix this issue? Cuz I I just I just wanna I wanna I just wanna I wanna just just come to the end of this now. This is getting rather annoying now. If it's- if I done it accidentally, it's because I don't do this often. I just I just. two reset it. Just hold the button.
48:00
Speaker 2
It might the parent notes are accidentally reset. So reset the child note again, maybe you just press on accidentally press and hold the reset button for five seconds, and so it turned the solid purple. So now go to the child note and reset the child note again. Make sure they're both solid purple the solid purple yes of the child notes.
48:00
Speaker 1
I hold the button. What about the actual main node? Is still purple, pink. What do I do with this?
49:00
Speaker 2
And really, we need to turn it solid blue. Just wait for the child monitor to turn solid purple so that you can set up both of them.
49:00
Speaker 1
The child node is a solid blue light, the the main one's still purple. Not flickering blue, just blue, solid blue
50:00
Speaker 2
So the child node is blinking blue or solid blue. So when you press and hold the reset button of the
50:00
Speaker 1
held it for 10 seconds like you asked me to do. held it for 10 seconds like you asked me to do. reset the child. [silence]
51:00
Speaker 2
Earlier, the light blinked red. And then it went off, turned to solid blue, then you released the reset button. Am I right?
51:00
Speaker 1
It's somewhat solar blub I've released And that I reset this one because it's stock on purple The main node Solid blue flashing blue now [silence]
52:00
Speaker 2
you're connected to your router? what is the light indicator on the child nojj? how about the child network? show What is the light? just wait for the child node to turn solid purple, right. And then we set up that one together with the child node. And we can proceed to set up the child node together with the parent node.
52:00
Speaker 1
It's all this time for now. [silence] I've got a solid blue light and the child is flashing purple.
54:00
Speaker 2
okay, go to the parent node and then press release the reset button, sir, five times within five seconds. you get setting up. So let's just wait for both devices to turn solid blue.
54:00
Speaker 1
On your end, can you tell me why my connection speed is so low? I really wish everyone would stop telling me what I am.
55:00
Speaker 2
but we can only figure it out, sir, when you try to do a speed check. We need to set up your router because I can not verify what might cause the issue if I can not isolate the device itself. [silence]
55:00
Speaker 1
I'll be blue, but the kid is still flashing. Well, the child is still flashing purple? yes. child is flashing right now.
56:00
Speaker 2
So what is the light indicator of the parent node now? The parent knob is solid blue. Then check if you can online with that sent it solid blue now. And then check if your phone successfully connected to your Linksys network. Okay, now open a browser and then search.
56:00
Speaker 1
One second, your damn it well. Come. Um, so actually, yeah.
58:00
Speaker 2
[silence] Speedtest.net and can run a speed test. Open a browser, search speedtest.net. [silence] and can run a speed test.
58:00
Speaker 1
Yeah. it says. Four around 400 Mbps. I don't know if that's a good thing or not. 406. Sorry, say it again. I'm not sure. Uh community fiber. Yeah.
59:00
Speaker 2
I know your internet plan, your internet speed subscription from community fiber. May I know your internet speed?
59:00
Speaker 1
It's uh... it's 406.76 it's Uh... you show you i'd actually have to check that with them to be fair. um I'm pretty sure it's meant to be 1 gigabyte there because it was at fast before. So that's not that's not giving me the performance.
60:00
Speaker 2
Because this would be a better speed surfer, but I'm not sure. What is your internet plan from them? If it's one, you subscribe for one gigabyte per second, 500 in BPS.
60:00
Speaker 1
Okay. I've got 403.77 distance.
61:00
Speaker 2
The speech is clear. 103. And for the third time. [silence]
61:00
Speaker 1
[silence] [silence] 375.
62:00
Speaker 2
sorry? 475. negative here. 4. yeah it's actually good. So since you're having a good speed and you're not on the with your internet speed subscriptions or for the meantime monitor your connection and if you have or at your convenience you can feel free to call your internet service provider to ask them regarding with your internet speed subscription. what are the Please light the indicator of the two nodes. They're both solid blue. Then proceed to the child node since it's already set up. [silence] Relocate to the child node. [silence]
62:00
Speaker 1
keith reconnect that to the original all right yeah apart from checking the speed i think everything is okay and um yeah that'd be in there
64:00
Speaker 1
Should I do another mention test again? [silence] So, should I do another test again? [silence] Same speed test again [silence] I was talking about the upload rates.
65:00
Speaker 2
Sorry?" [silence] "Uh hello?" [silence] "What I mean for test again. Yeah, but then the connection is currently setting up. But the connection is setting up. And if and if you are." [silence] "Yeah if you're farther from the blade and trash, of course, you can only get 50 to 60% with your internet speed subscription, and there's an internet coverage slow down." [silence]
65:00
Speaker 1
Alright Gary, you've been having difficulties with the sport, back of the short world is so I'm I'm. understand that. Thank you. Wait. please. quickly, the best nodes are connected again. I'm going to say thank you for that. uh-uh, uh-uh [silence]
66:00
Speaker 2
okay. what is the light indicator of the child node okay so if they are successfully set up the child node is there anything else that they can help you with hello okay so for the mean times you observe your connection let me provide your tech
67:00
Speaker 1
that'll bill what you now, I don't know where that is. Okay. Okay. one... Thank you. Okay, thank you for that. Yes. Me too. Bye.
68:00
Speaker 2
Yeah, because there are some points here that I cannot hear you. So now let me just provide your ticket number. 1 3. Okay. So let me provide your ticket number. It's 1 3 7 1 2 9. So just in case you call us again, the next technician can quickly access your information. 1 3 7 1 2 9. Yes. Okay. You're welcome and don't hesitate to call us back if you need further assistance, okay? Have a great day. Bye for now. Hello.
68:00