V2 Rubric Detail — 0bbf3d46-643c-11f1-a…

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, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Ice. how can I help you? [silence]

I see. Um, you said that your router was, we said, what's the status, like, or the color of its, like?

Uh, I see. Uh, so it was reset because, uh, if it's showing only develop setup. And as you've said, you have reset your router. So it's showing only the deep.

default Wi-Fi name of your router and not the Wi-Fi name you created. Uh before we proceed, sir, can you provide me the serial number of your Linksys router? Yeah, it's underneath the router under product label sticker. [silence] So, it's 20, J for John, 26083816, 23944, J for John, DD [silence] It's 2018 J for John 486146 6-1-8 That's correct. Two zero. Can you say that again? Yes. All right, got it. Thank you. So Your Linksys water is model WHW03. How many of these Linksys product you have [silence]

my, up here, on the of the parent node is the only system or, yes.

Let me check on that because you have already set up your uh, W-H-W, so we asked the parent, uh, so to make the VLP-01 as a parent node, it could possibly be, but typically, it should be the W-H-W-3 because your W-H-W SSL uh, certificate is not in this server in this server, VLP-01 SSL certificate is also not bound to this server. So please set it up as a parent node on W-H-W-3, uh, root domain is bound to W-H-W-3. So, uh, please give it a try. It should be the correct one.[silence]

Before we proceed, sir, may I just confirm if your name is Matt Bromer? All right. So I've checked on our system with regards to your Linksys product, and our records indicate that your Linksys products are already out of warranty. The warranty status expired last 2022. So, uh, if you want me to walk you through the steps on how to troubleshoot the issue with your parent node, uh, you will have to, apply for paid support or paid connect service because I cannot walk you through the steps for free technical support because your product is already out of warranty.

Your paid support will cost you 15 US dollar, one five, ah, 15, it's only 15, one five. All Alright, alright, so, um, I'll just, uh, explain first to you that this peaked support, uh, is only good for this call session, a maximum of 60 minutes, that's the maximum for the peaked connect service. If the time is up, or we cannot longer proceed with the troubleshooting steps. Uh, I'm It's a one-time non-refundable technical support, and there is no guarantee that we'll be able to resolve the issue with your parental because we don't know yet

If the node just gets disconnected temporarily from your internet connection, or it is because of a hardware issue that's why your partner got disconnected. Okay. All right. Yeah. We could do some troubleshooting steps for [REDACTED_PAYMENT_DIGITS] minutes, we can try to do more steps what could be the issue. maybe we could even reconnect it back. All right. I'm going to put up first my tools for the payment transaction. [silence]

All right. Hold on. Matt, I'm still opening my tourist. [silence] All right. Hold on. [silence] Matt, I'm still opening my tourist. [silence] bin. [silence] I think someone's gone. [silence] Somebody's gone. [silence] Over and under. [silence]

Yes. Yes, we can set it up using your phone. In fact, we could set it up set it up in another we're method, but we'll we'll proceed to that first after the payment transaction is done. Okay. Um and the card that you're going to use. So you're going to use a visa card for the payment internet just service. May I know what's the first name on the card?

All right, Matthew, and the last name is B-E-E-S-M-E-R, Bissmer. All right. All right, the card number, Matthew, is all right. It's [REDACTED_PAYMENT_DIGITS]

[REDACTED_PAYMENT_DIGITS] It's a visa card, correct? All right. Wow. what did he say again, Matt? All right. the exp. of the card, month and year [silence] [REDACTED_PAYMENT_DIGITS] all right. the security code [silence] [REDACTED_PAYMENT_DIGITS] what about billing uh zip code? [REDACTED_PAYMENT_DIGITS] um Matt uh

the email that I'm going to use here. the one on the file here is MatthewBMudd@aol.com. Is that correct? okay. So that's the email address I'm going to put here on the payment transaction so that once I'm done processing the payments, I will send the receipt or invoice to the email address. okay. Okay. You're welcome. Okay. Matt, I'm going to process now the payments. I'll put you on hold for two minutes, okay? [silence]

all right thank you for patiently waiting ma'am so i've already processed the payment transaction for the page support uh [REDACTED_PAYMENT_DIGITS] US dollars and i've already sent the invoice or receipt of the payment transaction to your email now let's proceed with your concern um I need you ma'am to your welcome I need you ma'am to gather all your notes in one place bring all your

[DOWNWEIGHT] [silence] I need child nodes. ... near your parent node because [silence] since the parent node is showing a solid red [silence] it means your child nodes also are [silence] automatically disconnected. and we need to see [silence] ver if I [silence] what's the light color of their LED. It's better if it's closer. So that when we try to up can [silence]

[silence]

(upbeat music) uh, who's your internet service provider? Spectral. Um. So connect uh your parent node to spectral Modem. Gotcha. Okay. Uh, while waiting for the Okay, so let's, uh, since they're all showing, uh, steady or solid light, uh, red color under LED, let's do a reset on all those nodes.

your parent node, Press and hold the reset button. Wait until its light is off. Once the light is off, you can release holding the reset button. Yeah, once its light is off. well, it will flash brightly and then it will pulse dimly three times and then it will flash brightly again until its led will turn off and that's the time you let go. So let's just wait for its light to establish. Awesome, now you do all the child nodes reset as well as

Okay, that's fine, uh, it's still, uh, starting or booting up, so let's leave your parent node, let's reset your child nodes first. All three. Mm-hmm. So, just like what you did with your parent node, press and hold their reset button. Once their light is off, let's go. Okay, that's good. So, we just need them, since your linksys products are all, uh, actually they're all the same, have the same, uh, light behavior. When they are, when you do a reset on them, uh, they will turn to a solid purple or solid,

pink lights so that's Mm-hmm uh that's okay can you check on your parent node product label sticker? There's a default Wi-Fi name of your parent node there. uh check the Wi-Fi name of your parent node, and then on your phone Wi-Fi settings, check on the list of available Wi-Fi network names. See if the Wi-Fi name of your parent node is shown there on the list. No, you don't have to click on that.

Uh, yeah. we just need to confirm if your parent node, uh, WiFi name is broadcast on your list. All right. All right, that's fine. Uh, can you check on your, uh, other child nodes? What's their status? Um, like. They're also solid white now. Check also on the product label sticker the WiFi name, and see if it also appears on your list of available WiFi network on your phone.

So all three of them, the Wi-Fi name are broadcast, okay. That's good. It means they are properly reset since the Wi-Fi name is shown on your list of available Wi-Fi network. Now, to set these, uh, nodes you have, we can use the five-press method, which is the quickest way, or you don't need to use your phone. It's just pressing a button on your parent node or or setting up your nodes using the web UI interface. But it may take a while because you have to go to the web browser, open.

on your phone, which method do you want to set up? There are five best methods. Yeah, let's do that. So that we will know also if your nodes really works fine. But I have to tell you, Matt, that once we set them up using the five press method, the Wi-Fi name and password that you're going to connect to will be the default Wi-Fi name and password of your parent node once we set them up using the five press method, okay? Alright. So, here's where to go. Yes, you can change that, uh, by logging into your router's web user interface. Okay. Now, uh, you can go to settings and then click

Yeah, you can check. Um, what you're going to do, Mark is on your parent node, you just need to press the reset button five times. Yeah, press, yeah, just press, release, press, release. Within 5 s, that It'd be quick. Press the reset button five times under parent node. Okay. Okay, so let's just wait for itself to turn solid green or blue depending on the light behavior of your uh parent node. And you also check on your child nodes because if they're uh if the children are detected by your parent node, the

uh huh. No, no. Uh, you have to wait for your parent node, uh, to stop it's blinking. Um. So, since it turned green, it means uh, your parent node is already configured and the blinking yellow means uh it's, it's detecting your child node.

It's still not detecting your child, uh, so let's just wait because it, it will take time for your parent node to communicate with your child nodes. Okay, that's good. It means it's responding to your parent node. So, let's just wait. Is your parent node still a solid red now? Okay, that's good. Okay, okay, that's good. Uh, so they're responding now to your parent node. So we just have to wait for them to talk.

for all three of them to turn solid blue or solid green, but it's already a good sign that they're responding to your parent node. So your nodes are working fine. we just hope that the internet connection you have is stable so that your parent node will stay connected and online because once there's an interference or interruption or your internet connection is unstable, that's the reason your nodes light will change color.

So, okay. All right. So, first of all, I should introduce you. So you have you've seen Adolf Ludwig Mathias, right? Okay. When they turn solid green, actually, they're already added to your parent node. And the reason that they turn red is they get disconnected from your parent node or from the internet. And that's why your child node relies heavily to your parent node's connection. If your parent node stays solid red, then your child nodes will remain solid red or disconnected. And your parent node also relies heavily on your internet connection, so long as your internet provider is stable. And the modem is supplying internet to your parent node. Your parent node will get back online and connected, but if it doesn't get any internet supply, yes.

Uh yes, because your parent node is flashing red, that means it's, uh, disconnected from your internet. It's not getting any data, uh, the transmission of data from your modem to your parent node. So, that's why, as I've mentioned, your parent node relies heavily on your internet connection stability. Uh-huh. Uh-huh. Uh-huh. So. [silence]

Well, if it's really the parent node issue, we can try to disconnect your parent node from your modem and just use the other child node as the parent node. And see if we get a solid green light from them. But if so, you will have to remove your parent node, the WHW-03 from your modem, and then plug in one of the VLP. Yes, one of the...

Yes, unplug it also because we can try to add this as such, the original parent node if you want. Okay. That's fine. Yes, yes, because we need to reset again all your VL because they were set up with your WHW03. So we need to reset them. Mm-hmm.

Yes, we can we can try to add the WHW03 as an extender or a child node to your VLP. That's why try to power on the original parent note so that we can also check isolate the issue if it's really the WHW03's problem or not. Once we set up Then it could be [silence] Yeah. So if it's really the WHW003, then your tree, the child node that you swap with your parent node is set up properly and it got got connected then, it only means that your parent node, your original parent node said an hardware issue or it could be a firmware issue. Maybe it's firmware is not updated. Yes. Yes. you can. Oh. You need to reset reset them all. Reset all four. Since we're going to set up. [silence]

Yes, press and hold. Yes. Yes. Press and hold the reset button. Once the light is off or release. So you need to reset all the four nodes you have there, because we're going to start up again setting up your nodes.

All right. So, let's just wait for the, the light to turn a, solid red again. And then, refresh your phone Wi-Fi settings. Turn off and then turn on your Wi-Fi on your phone. And then check if the the default Wi-Fi name of your node is shown on the list of available Wi-Fi networks. Yes, you should wait for the light to stay solid or steady. [silence]

Oh, it could be that your modem is already set up for internet via the TP-Link router.

Maybe it's, maybe it's already, like reserved the IP address for your TP-Link Router. That could be one of the reasons why your Linksys, your Linksys router is not getting disconnected for a while. Maybe it's, that could be it. Okay, that's good. Now, since the parent node now is the V P01, try to use the five-press method. Yeah, press the reset button on the router to release the IP address so that it can be assigned to the new Linksys router. Then try to search again and select it as a parent device.

parent node, the new parent node, press the reset button five times. Yeah. No, there's no need actually to connect to any Wi-Fi name because we're still setting up your nodes. So, there's no, yes that's fine. Because once we set up your new parent,

parent node, you will have to connect to your new parent node Wi-Fi name. So, let's set up first. Yeah. Press the reset button five times. So, [silence] you see that [silence] they always blink yellow. And blinking yellow means it's a weak signal they're getting. And it's also [silence] they're not [silence] yet connecting or finding your child nodes. So a yellow sign always means actually a weak signal. So it could be could not detect your child nodes or the internet connection, [silence] you know, child, any soon.

there's something called a MAC clone, that you need to clone the MAC address of your spectrum modem or the TP-Link router, so that your links is router will work with your spectrum modem. They didn't turn silly green.

they didn't turn solid green. So let's just wait. Uh, usually to add nodes, it will take four up to six minutes. [silence] So let's give it a moment. Maybe it's still uh trying to connect with the other nodes. But if it's still stayed uh, [silence]

If you notice the SYNC light on your Spectrum modem is either blinking red or completely off or red, there is an issue with the configuration of your spectrum modem.

So none of them turn solid green? So let's just, uh, move that your parent nodes above flashing red will turn solid green? Uh, Yeah, once the parent node turns solid green, uh, your child node will also turn back to solid green.

Now, the reason you will partner. Mm-hmm. Yes. Yes, because. Since your two child nodes turned solid green a while ago, it means they were configured already and added. So, they turned solid red because your parent node is blinking red, so they get disconnected temporarily. But once your parent node is back to solid green, they will also turn back to a solid green light. So long as your child node or any of the nodes got a solid green light, even for a while, it only takes

it means that they're already configured or added as child node to your parent node, so you just have to hope that your parent node will turn back to a solid green light so that all your child nodes also will turn back to a solid green light. so what do you mean on the app?

Okay. Okay. Okay. Yes, that's the, that's the process when setting up using the Linksys app. You would have to connect your phone to the default wi-fi name of the parent node. That's the usual process. But with the five press method, you don't have to connect to any default wi-fi name because you only need to press the reset button five times and once it's set up That's the time that you connect to the Wi-Fi name of the parent node. So it's different. Um, and I also have to tell you Matt that since your product is model WHW03 and VLP 01 and this VLP 01 it's actually the same model as the WHW01 which is still the same model, uh, our sisters with the WHW03 models um. And there was, uh, there was an update of, uh, the WHW03 and WHW01 models were in, uh, the update made some changes that when setting this Linksys Router, um, you can no longer set it up using the, the Linksys app because of the removal of the

of cloud services. [silence] So the access or the setting up of these models [silence] . is no longer[silence]supported by the Lynx app. So, you can no longer set up your Lynx Produkte model WHW03 or or 01 or the VLP01 using the Lynx app because it's, no longer supported. So you can only set them up using the Wi-Fi method, which is the quickest way to set up an AdNode or to the web browser or web user interface. Okay. So, are there still blinkies [silence]links?

[silence] hello? [silence] my hmm as [silence] I've as I've said [silence]

Math, since we already tried the WHW03 and it will connect and turn solid red, but for a while, it will turn solid red. And we also tried the V01 and it's still the same result. So I think it has something to do with the configuration of your spectrum model. But you could also try to use the MX20 which you have. If it could connect and turn solid green and stay solid green for the longest time. If it does, then it only means that it could be a hardware issue with your nodes, your four nodes or a firmware issue. But if your MX20 still have the same result,

that it will turn solid blue and then it will turn back to a blinking red or solid red then it only means that It only means that it has something to do with the configuration settings of your modem that it was already set up with your TP-Link router okay Hello

Yes you could you can add them as child nodes it's possible but I have to tell you that uh it could they could be added but if they're they could not be added then it could also mean that it's a formal issue of those nodes but you can add them. Yeah uh Yes. So but you can add them those nodes you have the four nodes to your MX 20 FH. [silence].

consider call your Spectrum try try to configure uh um uh the settings of your modem that it will uh allow the linksys router

Yes. Yes. Once... yeah, if, once they do configure it, uh, you will need to reset all your nodes, again. Every time you set up, you have to do a reset. Okay? Yes. You're welcome. Yeah. Yeah. Yeah. Yeah. So, uh, yes and, Matt, uh, since you also have the MX-20, you can also first try that before you call spectrum. And if you still have the same or negative result, then, uh, that's the time you call

So, uh, uh, spectrum because it's really, uh, configuration settings with the modem you have. So you can also try first your MX 20, OK? OK. It's already, uh, the, uh, it already exceeded the threshold of 60 minutes. So, yeah, I can. No. But, uh, we can, uh, I can extend the time, uh, for the MX 20.

Yes, let's just uh let's just do yeah, let's just use one because it will all be the same if. Yeah, plug the MX 20 into the Internet port, so there should be a yellow label on the part indicated for Internet and also plug the other MX 20 since you mentioned you have two of them.

you have so that we could verify if it will work with your mx20 or if not then it's really a modem configuration issue okay that's normal when you plug in a node it will start to blink it means it's still booting up [silence]

[silence] So solid pink means it's ready for setup.You need to wait for the second MX20 to turn solid pink or purple. The MX20 that's connected to your modem is solid purple or pink? Okay. So it means it's ready for setup. So you need to have the same color with your other MX20.

All right, uh, do the five best method. Press the parent node reset button five times.

So it's still uh not responding. Uh it will respond once it's started to blink its light.

Okay, that's good. So that's good. If it turns solid blue, it means it's connected and online. It's successfully configured. [silence] [silence] [silence] [silence] [silence]

So let's give it a moment. If your parent node, uh still keep blinking red and doesn't turn back to a solid green. uh it only means that it's really uh a configuration issue with your modem. Hmm. So, uh it's really an issue with your modem. Uh maybe it's uh configured to to set up only the TP link router you have. So, you may have to contact your [silence] modem [silence] provider. [silence] And say that, hey, uh your modem, uh forever [silence] war. [silence] And as you can see, my uh device is blinking red, uh uh and not turning back to green. [silence] This is what the troublemaker told me [silence] that I should report this to you guys. [silence] Okay. So usually, uh the uh the uh routers, they have to be set up uh and you have to follow this uh provision that he has, right? So it confuses the uh the LDI now. [silence] Thank you.

you see, your, so we have confirmed from these, um, troubleshooting steps we've done, Matt, that your nodes are all working fine and they can be configured, they can be set up, because they are turned solid green, solid blue, the only issue is that they will

disconnect from your internet connection because your modem configuration may have already set it up or locked itself to your TP Link router uh-huh you're welcome, so, if yeah, so if the uh, the spectrum modem can fix that configuration issue with your modem, then you can do the uh, setup method because it's easy. They are resetting your nodes and doing the F5 method, I think you're already familiar with that, because if you call us back again, you may need to uh, apply again for the paid connect service if you want me to walk you through again the steps.

Sure. Yeah. Yeah modem make sure that the part for it is the Internet part the one which has the yellow label and then do our reset. Yeah before before.

Yeah, blue or green? Yeah. Once your spectrum is all already configured by your modem, then your nodes will get connected. All right. You are welcome. Thank you for calling linksys. Yes. [silence] Uh, I think the MX20 is still supported by the linksys app. But, uh,

You cannot add the WHW03 using the Linksys app as they are no longer supported by the Linksys app. If you want to add them, then you will have to use the 5 press method on your MX20. But setting up your MX20 with your router MX20, you can use the Linksys app. Once you set it up using the Linksys app, then use the 5 press method to add your WHW or VLP01. You're welcome. Thank you for calling. You're welcome. It's my pleasure to assist you. installation. And thank you for calling Linksys. Once again, this is Eyes. Take care, Matt. Have a great day and goodbye.