Speaker 2
[KEEP_UNCERTAIN] Welkom bij Lynxis Support. Om kwaliteitsvolle service te kunnen verlenen. je coupoon hebben je apparaten serie nummer en contact gegevens paraaf klaar als je zijn contact Antiserva de optie betalen ondersteuning en beschikbaar zijn afhankelijk van de probleem onderhandelen sommigen de problemen, u kunt ons. bedankt voor het bellen, meh. hoe kan ik je helpen? [silence]
00:00
Speaker 1
sure unable to access I don't know if it's the router or what it is but the air conditioning works. [silence] No, all the laptops and all the TV sets. [silence] Because one of them is blue and one of them is red. The parent is red and the child node is blue. [silence] Right, yeah the the main node is the the main node is red.
01:00
Speaker 2
Uh-huh. Okay, so probably got the reason why it's not working. So only one device is not working, right? [silence] And what's the light status of your Lynsys router now? [silence] Would still light indicator on top? And [silence] icon. Okay. So, that means the child node was reset because it's blue now. Supposedly, when it's working, it should have a white light. Happening with the main node based on your records. [silence]
01:00
Speaker 1
There's only two plugged in. There's only two. There's only been two for over a year. I mean, I I can look, but I'm pretty sure there's only two. Okay. Okay. Okay, I'll go. One of them is because the house is around 5,000 square feet. So the main node is in the garage and the child node is in an office. So they're in two different portions of the house. So I'll have to then, what you're
02:00
Speaker 2
Yeah. Based on your record, you have three packs. Where's the other one? It's okay. So, since the main node is red, that means it cannot detect any signal from your main node. The, I mean, because, uh, from your main modem, I mean, from the modem's connection for the child node it has a blue light, you have to unplug that one for the meantime, bring it closer to the main node within five feet. [silence]
02:00
Speaker 1
You're saying is, unplug the parent node from the garage and move it into the house? That's what you're saying? And what about just the, and what about the parent node which is solid red? Okay, hold on, so that means that, but if I can't get onto the Internet, I mean, how do I check what the status is on the Internet?
03:00
Speaker 2
because the other one is your extender, since the extender is showing a solid blue light on top, that only means it needs to be re-added back because it's on setup mode. We can make it online together anyway, but you can try to check your Wi-Fi list first. If you can see the original Wi-Fi name you created, [silence]
03:00
Speaker 1
How do I how do I log into that? How do I log in to do that? Yes, yes. That's who you're talking to. How do I log in to do that? Right? I I'm asking you how do I log in to see what the status is? That's my question. I I can't but I cannot nothing is connecting. The computers and the i Pads are not connected to the Wi-Fi. That's what I'm trying to tell you.
04:00
Speaker 2
instead to the router settings and you will see there how many devices are connected, the status if it's on line or offline. [silence] Am I talking to Melissa G right now? Okay. But your main note is solid red. You need to use a device connected to your wifi. Once done. That's why I am already explaining. You need to use a device connected to the wifi and using that device like computer, iPad or, um, it's connected but no internet. That's what you said. No internet.
04:00
Speaker 1
The, they are wireless connections, and they are not working. Um, okay, so where do I go to do that? Yep, I'm staring right at it. Wireless. Only wireless. Mm-hmm. Okay.
05:00
Speaker 2
Net, right, or it cannot connect at all. Enlighten me. So it's still connected to the Wi-Fi. It's just that there's no internet, right? Because accessing your Linksys router, Melissa, you don't need to have internet connection. It it's accessible with or without internet. Do you have a computer? Is it wired to Linksys or it's only connected wireless? Okay. Just open a browser. And then on your address bar type there this IP address. or this URL. It's myrouter.info.
05:00
Speaker 1
Okay. Then what? Okay. And the router password? God. I hope, if I don't remember it, can I just I don't remember. Internet password incorrect. Okay. I can't remember it. So can I type in the one on the bottom of the machine? Okay. I don't know. Okay. I I'm going to just type in six. Seven. Uh seven, six and uh seven, six, eight, seven, six and uh seven, six. Okay. Okay. Okay.
06:00
Speaker 2
That's it, just hit go or search, or press enter. Try admin, all small letters, that's the default password. A-D-M-I-N, all small letters. Okay. You can have it reset if ever you can't really remember it. Yeah, you can. You can try that.
06:00
Speaker 1
uh that was the password on the bottom of the child. should I try the password off the bottom of the parent? Okay. hold on. I'll I'll go uh go to the garage to get it. it was working fine till 3:30 this afternoon. and I'll tell you what I did. I when it stopped working, I first unplugged everything, waited 30 seconds and then plugged it all back in. and then I helped reset what?
07:00
Speaker 2
Oh, it should be on the parent mode, Melissa, the main mode. When you plug it back in, it's, uh, when you plug it back in, it should be the modem first that needs to be turned on, and the modem should be totally online before you turn on your e and that way, both devices can communicate again. That's the
07:00
Speaker 1
Oh, okay. I don't know what format I did for that, but I don't remember the order. I just know I unplugged everything and then I plugged it back in, but hold on. I am yeah, I'm writing down the password. One second. I'm going to write down the password. I'm going to write down the password. I'm going to write down the password.
08:00
Speaker 2
[silence] How about this, Melissa? [silence] You can do it again right now with me on the line. [silence], then you can take a picture of the password there underneath the main node. [silence] Okay, [silence].
08:00
Speaker 1
Okay. Now what? [silence] for the parent and the child, okay, it's all. Mm-hmm. And when you say modem, is that the Acris? Okay. So, I [unplug] the power cord.
09:00
Speaker 2
Okay, turn off your Linksys using the switch underneath.
09:00
Speaker 1
Okay. Now what? Uh, but I didn't unplug the child. Okay. Just a moment. Okay?
10:00
Speaker 2
Correct. And then you can, uh, we'll just have to wait 30 sec-as at least three seconds before we can turn on the modem first. Right now, there should be no light at all for both linksys and modem. The-es-it's okay, it's okay. We are just focusing for now on the main node, because once the main node is fine, the child node-will-is easy to connect after. You can turn on now just the modem only. Yes. And once your modem are all.
10:00
Speaker 1
So I plugged the power cords back into the modem. What else do I need to do? Do I turn them on now? The modem? I turned it off and unplugged the cord. I just plugged the cord back in. Now what? No, no, no lights are lit up. I turned it off. There are no lights.
11:00
Speaker 2
I'm just so the modem is already fine. Okay, wait for it to totally reboot. Usually modem will reboot after a minute or two. Can you see the lights there still booting up? Or all the lights are already lit up? Uh, you can, you can
11:00
Speaker 1
The internet service provider gave two boxes. One is a flat box and one is a tall box. Uh I unplugged it and turned it off. Do you want me to turn it back on now? [silence] Okay, now I just turned on the tall box. The tall errorous box that says WiFi certified. And now it has the green power light. And that's all it has. [silence] The internet service provider gave two boxes. The internet service provider gave two boxes. One is a flat box and one is a tall box. [silence] I unplugged it and turned it off. Do you want me to turn it back on now? Okay, now I just turned on the tall box. The tall [laughter] errorous box that says WiFi certified. And now it has the green power light. And that's all it has.
12:00
Speaker 2
not the Linkyss, but the, the modem. The box provided by your internet service, where our Linkyss router is attached to. it's the tall box that you need to unplug. Is that the one that you just unplugged earlier? Yes, you can. As long as it's the Linksys that will be turned on last. So... Okay, so... So, once those two other boxes is lit up, you can turn on the others. [silence]
12:00
Speaker 1
so the uh Wireless thing, it just has a green power light. It doesn't have any other lights. [silence] so since it has a power light, do you want me to turn on the Linksys? [silence] Okay, because all it has is the green power light. [silence] And so now I'm turning on Linksys. [silence] Okay, and now we have a solid
13:00
Speaker 2
Uh-huh. Okay, you can turn on links this now.
13:00
Speaker 1
Said: Blue light, but I know that doesn't mean anything cuz it can change.
14:00
Speaker 2
Okay, and Link just straightened up out. They now he's still flashing red. Exactly, so I'm asking if it's blinking red right now. is it still booting up blinking blue.
14:00
Speaker 1
How many? Modem, what? Um, it is, yes, just one. One ethernet cable. And now the box has a solid blue light on it. It has a green power light and a solid blue light.
15:00
Speaker 2
and or Weekly detect Internet right now. Your modems port there. How many in total? How many ports available from your modem? The box provided by your Internet service provider. How many ports it has? Is it just one? [silence] Okay, try to check now if it steady. Color.
15:00
Speaker 1
And by check, you mean check the links at this box? It is a solid red light. Okay, and when you say try and connect my device, do you mean that I should... Okay, so that means that I'll go. The site cannot be reached. [silence]
16:00
Speaker 2
I OK. So, it was lit up solid white supposedly, but try to connect your device, the first, to the Wi-Fi to see if it will show an internet connection, still. any device, phone, computer, any handheld device as well. Okay. So it can be reached still and the Linksys is hot on a solid red light on top, right? Your internet service provider and Kilmah has asked is it still hot wire? Okay. As what you said, it was working fine earlier, but all of a sudden it turn to red. We already did boot up sequence, but the router can't still detect internet from the main source. Did you already confirm the internet from hot wire? If there's no issue in your area or if there's no problem on your line. Because I really... Like, what does it mean, uh, my modem? It's just flashing. At constant flashing.
16:00
Speaker 1
[silence] No, the air conditioning is working. [silence] I have no clue. All I know is that the air conditioning, which says it's connected to our wireless address is working. Cause our wireless name is called and it says it's connected.
18:00
Speaker 2
Yeah, it's connected to, uh, wireless. And that's not working, right? It's wired to the child node, main node, or to the modem, which one? One. Okay. So, yeah. Um, that, uh, Wi-Fi name you mentioned, is that the Wi-Fi for the modem or for the link say, which one?
18:00
Speaker 1
I believe it's all the same. I I I just I I believe it's all the same because Nov is the name that shows up on my laptop and Nov is the name that it's connecting to when it says it's looking for an internet connection and it connects to Nov. It being the air conditioning. Uh, no, I don't believe we do.
19:00
Speaker 2
[silence] Okay, air conditioning. And if you only have a computer that can be wired directly to the modem, you can check if there is a source of internet there once it's wired. They have a computer that can be hardwired? Okay, got it. So, uh because right now it remains off my, the result that you did, by the way, was unsuccessful since the node did not, uh,
19:00
Speaker 1
The internet cables, um, there is something connected to the parent node, if that's what your question is. Is that your question? [ silence ] [ silence ]
20:00
Speaker 2
Go to like solid pink, the main needle, I'm referring to the main nod so all the settings are still there and you can still see your Wi-Fi broadcasting. Right now, the ethernet cable, is it connected to the port labeled internet? Ethernet. Part, part of my question. And if that's the case though, will it be okay if we can reset the lynx 6 device and then just set it up again, since you don't have a computer that can be hardwired to it? [silence]
20:00
Speaker 1
So what are we doing now? [silence] Uh the ethernet cable, uh, the, the ethernet cable, one, one, one end goes into the modem and the other end goes into the wall.
21:00
Speaker 2
the modem because in that way we can check if it's still active or not for you to like contact them if ever there's a problem on their line. Yeah, me check. You need to check the or verify the type of connection that you have from the modem. The Ethernet cable should go directly to the internet port on the Linksys router.
21:00
Speaker 1
Does that answer your question? asked about your connection. [silence] The ethernet cable connects to the modem and the wall. [silence] I don't know. I don't know what a wall patch is. I just know that we have a modem. It has an ethernet outlet on the back. A cord goes into it and then the other end of the cord goes into the wall.
22:00
Speaker 2
Yes say that one more time your you don't have a wall I mean a modem. You just have a wall patch where the internet is coming from. Yeah.
22:00
Speaker 1
Does that answer your question? What do you want me to check? [silence] I don't know what a wall patch is. Right. Yes, it goes directly into the wall.
23:00
Speaker 2
uh-huh, so you can check it right now. You need to check right now. The the since you have their wall patch, is that the only wall patch that you have? No other wall patch. That's gonna be since you said that your internet is coming from the wall. Is it like you are plugging in an Ethernet cable to the wall and wired to our Linksys router?
23:00
Speaker 1
Well is that the only option? if that's the only option that's the only option.
24:00
Speaker 2
You got it. Okay. So, and you don't have a computer that we can use wired. It's really important. Okay. Got it. The last solution Melissa actually for this is to reset your linksys and to reconfigure it back after. Just to let you know ahead, resetting your linksys, it will go back to default settings and there's no guarantee still it will work at all because there's already an issue with the modem. I mean with the connection that you have there with a wired connection. Are you still willing to like proceed? Resetting the linksys? For now, since you have limited tools, like you don't have a computer that can be wired, so that's going to be the option right now last.
24:00
Speaker 1
Okay, you know what? That's I guess the only option then. Okay, hold on, I'll go back into the garage. Okay, hold on. So, you want me to hold and reset? Okay, I'm holding. The light's off. The light is off. Now it went to blue. Okay, so. [silence] Okay, anyway. Okay, so you're going to stay here, I'm going to go back into my operator. Okay? Okay, so what are you doing charge battery? Are you holding or are you not holding? What are you doing? You're press, Yes it is, now it went to blue. Okay, so fake that onto delete. All right, I'm holding the delete button Okay, I'm back in the garage Is the light on? Is the light on? I'm not sure. To me it looks off. Okay, it looks like a greenish. Are you reading something that's not there? But I'm not monitoring anything. Okay, all right, so, I'm going to turn the charger off. Okay.
25:00
Speaker 2
Okay, just press and hold the there reset button on the main module, keep holding it until the light goes off, then release it. Okay, release only when the light goes off. I thought, I read from somewhere to reset the router. Reset button shortly press, there you go, for about five seconds. Yeah, so let go, let go of the reset button. And secure the ethernet cable, and to connect the main module to a computer. So I just take only reset without plugging cable to computer. It shouldn't matter in my reading. Okay. Any problem, any light should blink on and off for few seconds. You can connect it there. module directly to a computer. You don't need Wi-Fi. I'm seeing blinking light on and off. Okay. Okay,
25:00
Speaker 1
Yeah, it's still connected. Nothing's been disconnected. Now what? You never told me to turn anything off. You didn't tell me to turn anything off. Yeah. Now it's blinking blue and you don't think it'll turn to red.
26:00
Speaker 2
I can't tell. It's still connected to the internet port. You can now turn back on the uh. one second if we're waiting, actually for a solid blue uh. the link this device uh. nope. What I mean is earlier, the light switch off and it should light up solid blue right now and blink blue after. K, okay, let me know once it's steady. Steady blue means it's ready to be set up. You know, you just re-set
26:00
Speaker 1
How long does this take? Blinking blue. Okay. Okay. Now it's steady blue.
27:00
Speaker 2
back to default settings. It should have a steady blue light after just within a minute or two. Actually, it should already have a steady blue light. What's the light status now? uh okay. let's just wait for one more minute. okay. Next thing you need to do is to connect your phone or your device to the developed setup named Yes, that's going to be the Wi-Fi password. Underneath the main node solid blue node.
27:00
Speaker 1
Okay. I signed in, but that didn't get me anywhere. No, it doesn't show anything. The screen hasn't changed. I went to Um Oh, I didn't know the vellup set up. Yep, I'm automatically connected. Is it vellup setup 711 or vellup setup 1E8? How do I identify which one I want though, 'cause one's vellup setup at 1
29:00
Speaker 2
It's okay. But the status there once you're connected, it shows new internet or just showing connected. [silence] You're under Wi-Fi setting of your device, right? [silence] The Wi-Fi name is Belup setup. [silence] That's the Wi-Fi you need to select. [silence] It's on the sticker underneath, the specific Wi-Fi name. [silence] You can then identify which one is which. [silence] The sticker underneath. [silence] Just check. [silence] [silence] Yeah, it should be the parent node, the main node. [silence] So check the main node. [silence] a sticker there underneath and check what's the a Wi-Fi name indicated. Okay. It usually happens if there is power outage or there's a problem in the modem and when it's working fine, the router wasn't enabled to reconnect. If ever this Okay.
29:00
Speaker 1
[silence] [silence] [silence] Now where am I supposed to go, my router info? [silence] Is that where I'm going? [silence] It says waiting. [silence] I went to myrouter.info and it says it's waiting. [silence] This gives me such a headache. [silence] It's like a once a year activity. [silence] It takes five hours to
31:00
Speaker 2
right now uh make sure first yeah select that wi-fi name that match the information in the sticker underneath the main node that's the wi-fi you need to select it will prompt you actually to the setup wizard screen we'll just wait
31:00
Speaker 1
Sex. Why'd I hurt? yeah I hope not. Oh goody. It says waiting. No, I called you first. Yeah. Sorry. Someone just came and interrupted me. Could you repeat what you said? [silence]
32:00
Speaker 2
the fix. Hopefully, it will not take that long. Once it's set up online, then... And I'm also hoping it's not the modem's problem because this troubleshooting we did will be useless if it's the modem's issue. Is it still loading? Okay. Okay. Because you haven't called hot wire, right? About this matter? Okay, once the troubleshoot uh troubleshooting is already exhausted from our link's device, then that's the time you can contact hot wire. Yeah, if ever this one will not work, you have to contact hot wire again and we'll troubleshoot ie yeah
32:00
Speaker 1
Okay, yeah, it still says waiting. No, I'm not by the main, I'm not by the main node. Do I need to bring the main node to me? No, because I, the main node is in the garage. I am at the other side of the house at a desk next to the child node. It's amazing, it's only been three hours and 15 minutes. It seems like it's been an all-day event. But it's only been, I know it
33:00
Speaker 2
hot wire and let them know that the linkages is being checked but still there's no internet okay. and, uh, you're too far from the main router or did you bring the laptop with you? same location where the main mode is plug in? Unnecessary. No, need.
33:00
Speaker 1
15 minutes. Can I what? Okay. Now up came the screen of your connection is not private. Okay, now it's I went to uh proceed to unsafe and I did that and now it's back to waiting. We're not there yet. Uh [silence]
34:00
Speaker 2
Yeah, can you refresh the page that you have? It seems like it's stuck on the loading page. Just refresh it. Okay, hit there advanced. Click advance. Uh-huh. Okay. And it should take you to asking for you to create a name and password. 10, nine, eight, seven, six, five, four, three, two, one. Same loading screen.
34:00
Speaker 1
Yep. I'll refresh. Okay, my connection is not private. Go to advance,Proceed to my router and save. [silence] Okay, so you want me to go back to the garage. Okay, I'm going back to the garage. Oh, yes. This is I don't know how you do this. I'd lose my mind if I had to reset computers all damn day. Okay. I would absolutely lose my mind. Okay, five times, press, release, press, release, press, release. Okay. For the reset button. One.
35:00
Speaker 2
OK. Um, uh, stop right there. Just go to the main node instead now, which is already solid blue. Just press the reset button five times this time. Quick five press within five seconds. Press release. Press release. Yeah. Yes. Mhm.
35:00
Speaker 1
Two, three, four, five. Now what? Oh, thank God. I see a solid white. Oh God. I'm not going anywhere. Believe me, I am not going anywhere. A pretty little white light is the nicest thing I've seen for the past three and a half hours. Blinking light. A slow blinking light. Very slow blinking light.
36:00
Speaker 2
that's it just stay right there because what you just did is actually the easiest way to set up the link. it will flash white which will take two to three minutes before it will have a steady light indicator on top hopefully it will have a steady white light after just stay right there and observe the light indicator on top it's fading white light or steady so far okay
36:00
Speaker 1
So you think this is some sort of fluke that just happened? What is a yellow light mean? What's a yellow light? Now it's red. Salient solid red. It went to yellow, now it's red.
37:00
Speaker 2
I really think there's an activity that was going on with your main source of internet, because our linksys is only dependent on your internet service provider's internet. So, if ever there's a problem with their side, on their side, I mean, our Linksys router will be really affected. If it's slow from their end, our linksys will also show a slow speed. If there's no internet, our linksys will be offline too. Right now, that means it's getting a less signal, a weak signal. Blinking or flashing.
37:00
Speaker 1
It was blinking white, then it went to yellow. Now it's solid red. Yeah, I haven't unconnected anything. yeah. Yeah, it goes it it goes straight to the wall. It is at the top of the ceiling. I have not touched it. There is only there is well, let me describe it. There is a in the Linksys, there is one white cord. There is one blue cord and there is a power cord. The white cord and the blue cord and the power cord all go directly to the wall.
38:00
Speaker 2
the ethernet cable connected to that one Mel is It still connected to the internet port? okay just to make sure and it securely connected in that port and the other that goes directly to the wall patch is that how it's plug in? okay and there was only one wall patch there no other [silence]
38:00
Speaker 1
correct unfortunately yes I I I I I I I no I I I don't know if they're still open no I I I'm not an apartment I'm a house [silence] I'm thinking fact Iowa as an
39:00
Speaker 2
Okay, and goes directly to our LinkSys device. Okay. So far, is it staying red? Solid? Okay. Um, is your Internet service provider still open right now? Are they still open? You don't have their hotline number. Um, are you living in the apartment? That's why you have only wall patch. I see. Okay. The reason why I ask, it's because sometimes they have only wall patches, not an actual modem. Right now, uh, your LinkSys device is actually being reconfigured. It's already set up, but but it still can't detect internet connection. Do you have a computer? The computer that you're using, earlier, was it a desktop? The reason why. And does it have Ethernet port on it, which we can plug in the Ethernet cord? We need to test that. Well, Melissa, if it's getting or if it's giving you internet connection. Probably it's not. Okay. Because the Linksys router was already reset and reconfigured, but still having no internet. So we need to ask your internet service provider now if their connection is still okay. If there's no maintenance or if there's no problem at your end.
39:00
Speaker 1
Oh, hot wire. Okay, and what if they say that theirs is working just fine? Okay, what's the ticket number? Okay. Uh, so zero. So, uh, Lima Tom sugar, then
41:00
Speaker 2
For the meantime, since the Linksys router is still offline, and our Linksys is dependent on their connection. That's why it's really better to have a device wired directly to their connection, the wall patch, for us to see if there's really Internet connection there available. Can you take note of this ticket number, Melissa, so that you don't have to explain yourself once you call back. This is your ticket number in our system. It's letter L for Lima. C for Tom. S for Sugar, 000, 40. Dan.
41:00
Speaker 1
Okay, so lima tom sugar, three zeros, the number four, another zero, five, nine, five. Okay, that's a lot of fun. Thank you. Bye.
42:00
Speaker 2
zero zero zero four zero five nine five you got it right and once you have someone already from the hot wire support, just let them know you called lynx says already and the device has been reset and re configure but still there's no internet. You're welcome Melissa. Bye for now.
42:00