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 one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Lynxes. This is Ice. How can I help you? I see yes right sorry about that ma'am uh can you provide me the the serial number of your links notes
00:00
Speaker 1
Yes, Elan. WHWs, Ortho. Yes. And we have two of them. Mm-hmm. Mm-hmm. Yes. [silence] [silence]
02:00
Speaker 2
So, let me verify again. The serial number is 20 J for John, 10 C for Charlie, 161761836. Is that correct? Okay. So, your Linksys or product is model WHW03. And you have two, Yeah, and you have two of them. One is the parent node and one is a child node. All right. So, the one on your dining room, that should be the child node. It's wirelessly connected. Okay. So, your parent node, your main node is in your office connected to your
02:00
Speaker 1
Yes. Green or it's like a bright blue, blueish green. Well, it keeps, it keeps going from no, hold on. It keeps going from no light to red. Let me look now. I told the other room to look at it. It's red. Just solid red. Right.
03:00
Speaker 2
Internet service provider. What does the like, that us show? Are the light color solid green? All right. Okay, that's fine. Also, your main node is working fine. Your child node. Is the only issue. What is the light status or color of your child node? That's a good question. [silence] Solid red or blinking red. Okay, so since it's showing a solid red, it means it's totally disconnected from the your internet. [silence]
03:00
Speaker 1
Karen, K-A-R-E-N. Wetzell, W-E-T-Z-L. Yes, ma'am. Yeah, Karen M, like Mary, Wetzell, no dots, just all one word, Karen M Wetzell at yahoo.com. dot com, yes.
04:00
Speaker 2
For you, ma'am, may I have your name? Wetzel, W-E-T-Z-E-L. All right, Karen Wetzel. Thank you. Uh, may I know your email address, Karen? [silence] [silence] Karen M Wetzel@yahoo.com. So let me just uh spell your name out phonetically.
04:00
Speaker 1
[silence] Yes. [silence] Uh-huh. [silence] Yes. [silence] Yes. [silence] Yes. [silence] [silence] Yes. [silence] .com. I don't [silence] sounds like you're saying.gov, but it's.com. C-O-M. Okay, good. [silence] Okay, thank you.
05:00
Speaker 2
Karen, first name, first name? Karen. So, we have K. K for Whiskey, we have A for Alpha, we have R for Romeo, we have E for Echo, and N for November. M is Mary and then WETZL. So, you have W for Whiskey, you have E for Echo, you have T for Tango, and Zerbro. Umm, I'm sorry, must be missing a letter here, and L for Lima. KP, that's right. KarRFM@yahoo.xxxx. Is that your email address? That is correct. LGBTGs. LGBT.com. Correct. Great, that's what we see here. Do you have an email address different from the Yahoo one?
05:00
Speaker 1
It's uh, Xfinity. Oh, I'm sure it is if it's we've had it a long time. [silence] Okay, you know, can you give me those terms again? One is the parent. What are you calling it, a parent? Right. Okay, can you spell that? I'm, you're saying a, I, I don't understand what you're saying. The second one. Oh, child. Okay, I'm sorry. Child, and is it node, n o d e? Oh, node, n o d e.
06:00
Speaker 2
on how to set up or add again your child node to your [silence] parent node. [silence] okay, the parent yeah, the parent node or domain node is the one that's connected to your Xfinity modem or to your internet provider. [silence] while the child node that's the one that is wirelessly connected. [silence]ard. [silence] it's like children, child. [silence] yeah. [silence] that's right. [silence] yes, NODER, it's node or router. but since uh there it's a mas
07:00
Speaker 1
Okay, so it's node, N-O-D-E. Right. Okay, so just note. Okay. Well, I don't want to pay to have this done. It seems like it should be a simple thing. It just, for some reason, the child is not talking to the parents right now, so it's not picking up the signal or whatever. Okay, and that's
08:00
Speaker 2
Yeah, you have two routers so we call it nodes to uh, identify them. Yes. Mm hmm. Yeah, your child since it shows a solid red light your child is disconnected. So you will need to uh, set it up again or add it to your parent node for it to come back online or be connected. So if you apply for the paid support Karen, um, I can walk you through, uh, the steps on how to add your child node to your parent node. It only uh, it will only cost you $15.
08:00
Speaker 1
Is that $15? yeah Okay, as long as your, as long as it guarantees I'll get it running, that's fine. That's okay. 15 bucks is worth it. Okay, well, that's fine. We can try. I, I, I do have a question though. Oh, wait, because it is plugged in. Okay, nevermind. Um, yeah, let's, let's for $15, it's worth it. Otherwise I'm going to have to google it. It'll take, I'm not a tech person, so I find this stuff pretty frustrating. Okay, let's do it. Okay.
09:00
Speaker 2
Uh yes. Yes. Well uh we don't know yet if we will be able to connect your channel because we don't know what what's really the issue why your channel got disconnected. But uh I can yeah we can try. Yes. Yes. Yes. Okay. Um hold on I'm going to pull up my tools first for the payment transaction. By the way.
09:00
Speaker 1
Okay. Okay. And it's fifteen dollars one five. Okay, cool. That's good. Okay. Okay. [silence]
10:00
Speaker 2
I'll explain again this is a one time non refundable technical support that will last only for this call session with a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Year [REDACTED_PAYMENT_DIGITS] So, um, I'm gonna pause this uh call recording so that your card information will not be recorded. Uh, it will be confidential. All right, uh Karen.
10:00
Speaker 1
Yes, my name... Yes. Four, one, four, seven, two, zero, two, seven, four, one, five, five, six, eight, two, one. Yes.
11:00
Speaker 2
right on the car that you're going to use is your name, Karen and the last name what's it? All right. May I know the car number? right let me say again. The car number is [REDACTED_CARD_NUMBER]. It's a visa card. All right. Okay. I'm going to need the expiration or month and your do that.
11:00
Speaker 1
Yeah, 10:30. Yes. Oh, eight, five nine. Yes. Do you want my phone number just in case we get somehow disconnected? Yeah, that's right. Okay, yeah. I just want to make sure, just God forbid we if we get if we get disconnected. Okay. Okay. Mm-hmm. Nine, four seven four seven
12:00
Speaker 2
Year of the card? [REDACTED_PAYMENT_DIGITS] And the security code? [REDACTED_PAYMENT_DIGITS] Yes, your phone number on our system shows it's [REDACTED_PAYMENT_DIGITS] Is that correct? Okay. Don't worry. If we get disconnected, I will call you back. Just make sure your line is open, okay? Um, let's continue your billing zip code.
12:00
Speaker 1
5558. Mm-hmm. And what is your name? How do you spell that? Nice. Okay. Pretty name. Right. Okay. Yeah, that'd be great. Okay, that would be great. Mm-hmm. Okay. Mm-hmm. [silence]
13:00
Speaker 2
[silence] [REDACTED_PAYMENT_DIGITS] Okay, I'm gonna my name is Ice. A for Apple, Y for Yellow, S for Sam. All right, um, yeah, thanks. Okay, Karen, uh I'm gonna put here your email address: KarenamWadsel@yao.com. So that once I process the payment, I'll be sending you the receipt on that email, okay? So that you have a copy. All right. Okay, Karen, I'll put you on hold for two minutes as I process the payment transaction, okay? Thank you. [silence]
13:00
Speaker 1
Yes. Thank you. Please don't I'll bring the child mode in here. Okay. Do I do I need the Megan need the electrical cord to come with it? Okay. Okay. It's going to take a second 'cause I got it's behind a piece of furniture, so just hang on one second. Yeah.
16:00
Speaker 2
Hello. Thank you for patiently waiting, Karen. I've already processed the payment transaction and I've also sent the receipt or invoice of the payment to your email, okay? Now let's proceed. You're welcome. Let's proceed with your concern. Your child node that got disconnected. Um, gonna ask you, Karen, to bring your child node near your parent node. Um, yes, yes, you need to bring the power cord adapter so that we can plug it to a power outlet near your parent node.
16:00
Speaker 1
Okay. I'm walking in the other room. Are you still there? Hello? Oh, you are. Okay, good. I'm bringing it in right now. I suppose I have to plug it in something to plug it here. Okay, it's here. Gotcha. Okay, do you want me to plug it in? Okay, and there's that little red button there. Well, here's a question. Um, in the, underneath the, the child, there's a.
18:00
Speaker 2
Yes, so have you bring your child node near your parent node? Okay. The reason we need to bring your child node or place it near your parent node is so that when we add it to your parent node, uh, the parent node could detect your child node easily. Yes, you need to plug in your child node because we still need to reset your child node.
18:00
Speaker 1
A button that has a zero... has a little sliding button that has an O on one side and a line on the other. Is it supposed to be on the line? I'm assuming? And that's Okay, so that's... okay, so you want me to hit the reset button? Okay, right now it is a faint dark blue line. And it appears to be... it looks like it's kind of, I have to cut my hands around it to see it light. It's blinking.
19:00
Speaker 2
That's a power. That's a power switch. Hold on. Let's plug first the power adapter of your child node to a power outlet and observe its light status. Is it a blinking or is it a steady or solid light? Okay. So since it's blinking, let's wait.
19:00
Speaker 1
Okay. I mean, it's kind of hard to see it, really. Okay, now it's red. Okay. Yeah, the red one, I got it. Like, okay, hold on. I can't do both at the same time. Okay. Now it's flashing, it's red. It's flashing red. Now there's no, now there's no color.
20:00
Speaker 2
We need okay. since its showing a solid red light, we're going to do a reset on your child node. So you're going to press the reset button. You do know the reset button. The one that's um yes. Okay, so press and hold the reset button. Once the light of your child node goes off, you can release holding the reset button. So press the note. okay
20:00
Speaker 1
No there's no, no there's nothing, no color. Okay. okay. Well nothing's happening but I know this does take a couple minutes because I tried to reset it but I didn't bring it in next to my
21:00
Speaker 2
Okay, let's go. Once the light is off, let's go. And let's just wait for it to turn back on. Yes. All right. What's the status of the light now of your child node? Uh, what do you mean dark? There's no light at all? Uh-huh. Okay, so it's solid red or blinking red? Uh, usually, uh, when the child node is reset, it will have a solid purple or pink light. But sometimes, depending on the light behavior of you Transcribe:)
21:00
Speaker 1
[silence] Yes, there's a Wi-Fi name here. Yeah, the lift set up 64B. Available on Wi-Fis. Oh yeah, okay.
23:00
Speaker 2
Your model, uh, they will show a solid red light. Now, to confirm if we have properly reset your child node, look underneath your child node under product label sticker at the bottom of it. There's a Wi-Fi name indicated there. Can you check on that? Okay. So, it should state the Wi-Fi name: Lynkis, well of setup, something like that. Okay. All right. Now, take note of that Wi-Fi name. I need you to uh, use or go to your phone Wi-Fi settings. On your phone, Wi-Fi settings, check on the list of available Wi-Fi network, if you can see the Wi-Fi name of your child node there.
23:00
Speaker 1
It's it's there. I see it. And then okay, so put in the Mm-hmm. Okay, hang on one second. Hold on. When I was on my, when I looked at my phone and I could see the develop Set up 64B, if I click on it, it's asking for a password and I have the password. It's underneath. I know. Okay. All right. Okay. Yes. Gotcha. Right.
24:00
Speaker 2
So, since the Wi-Fi name of your child not is broadcasting on your phone, Wi-Fi network names. It means we have properly reset your child. Now, what we're going to do. Okay, what we're going to do now is to add your child node, we're going to use the five press method because it's the quickest way to add your child mode. Now, you're going. Okay, you don't need, you don't need to click on that. We only need to confirm that it's showing on your list. Because you don't need to connect to your child node because your child node depends on your parent node. So, if you want to connect to your Wi-Fi, you need to connect to your parent node and that's it.
24:00
Speaker 1
I got you. Right. Okay. Oh, I got all excited. Okay. Oh, and the parent. Okay. Okay. Holding it. Am I within five seconds? Or hold it there? Okay, five times. Okay. Okay. One, two, three, four, five. Okay.
25:00
Speaker 2
Yeah, the Wi-Fi name of your parent node, the one that you created. Okay, so there's no need to connect to your child node Wi-Fi name. All right. Then let's proceed. We're going to use We're going to use caran, the five-press method. As I've mentioned, it's the quickest way to add your child node because you're going to press the reset button on your parent node. Parent node, okay? Okay, you're going to press the reset button five times. Within five seconds. Yeah, press, release, press, release. Do not hold it for too long. Just press, release, press, release, five times. So after you press it five times, let go.
25:00
Speaker 1
OK. Yeah, it's blinking purple and pink. OK, now it's but now it's starting it's starting to blink red and purple. Yes. OK. OK. And then would that mean that it's ready to go?
26:00
Speaker 2
[silence] And your parent node light should start blinking. Okay. And check also your child node lights. Because once your [silence] your child node [silence] Okay, that's good. It means it's responding to your parent node. So we just have to wait [silence] patiently. Once your parent node turn back to its [silence] solid blue-green light, it means it has finishes adding your child node. And we also need to check on your child node, if it turns solid blue-green. Yes. Once it turns solid blue-green, it means it's already added to your parent node.
26:00
Speaker 1
Okay, but when I take it back out to my dining room, where it was, and plug it back in, am I going to have an issue, or will you stay on the line until that gets resolved, until we know it's resolved? Right.
27:00
Speaker 2
Well, the parent node, it's connected and online. And you can relocate it back to your dining. Mhm. So once you relocate it to your dining room, you'll have to wait patiently for it to turn to a solid bluegreen because you have to know that once you unplug the power adapter of your node and plug it back in, it'll first start to blink its light. So, it's like it's still booting up. Once it gets a connection to your parent node, it will turn back to its solid blue lights. So, you don't have to worry because once your node is
27:00
Speaker 1
Okay. It's still flashing red and purple and all kinds of colors. Well, there's no, well there's just my modem. Well we do have our solar thing is here over here and my phone and my computer. My husband's phone is in the other room. Okay.
28:00
Speaker 2
once it turns solid blue or green, it means it's already added to your paired node. So it will never be disconnected. Okay, so let's just read patient name. Maybe there's a lot of devices in your area or there might be some interference that's why it's taking too long. Usually, go on. Well, usually adding a node would take to four to six minutes.
28:00
Speaker 1
okay, okay, there. yes yeah, it's solid, like a dark green it's a solid green now. all right. okay. okay, wait, it just, it, hold it, it just turned red again i haven't touched it i'm just sitting here looking at it and now it's red again. okay, now it's green. and now, yeah, now it's green again. okay, so should I unplug it and take it back into the living room or the dining room? okay.
29:00
Speaker 2
so let's just read patiently uh, it's already good that your child node is responding by blinking. ok that's good. ok that's good. it means it's already configured and added as a child node to your parent node. so that's already connected and online. so you can now relocate your child node to your dining area. ok that's fine. that's fine. it's normal because sometimes when there's an interruption or interference on the transmission of data from your modem to your parent node. yes. yes. yes. you can unplug your child node and relocate it to where you want to place it. ok. and as I've been explaining
29:00
Speaker 1
Right. Yup. Gotcha. Yeah. Right. Got it. Okay. Okay. This'll take a minute to get this plugged in. If you saw where I had to pull this out from your glasses, I had to get down to the floor and it's behind a piece of furniture, so hang up.
30:00
Speaker 2
[silence] mentioned current. Once you plug back in your child node, you will have to wait for its light to turn back to a solid green, because it will need to reconnect to your parent node. And because of the distance, it may take a while. Just like setting up, it may take a while, but you don't have to worry because your child node is already configured and added as a child node to your parent node, so it's already connected and online. You just have to wait patiently for its light to turn back to solid green. [silence]
30:00
Speaker 1
OK, I'm getting there. Hang on. Oops. Such an awkward spot. Yes. Okay, I'm plugged in. Plugged in. It's not doing anything. Oh, wait. No, it's never mind. I am plugged in over here, too. Hang on. That came on. Okay. All right. Okay. Yeah. Now it's, it's flashing. Well, it's not really flashing. No, it's purple. Okay. Okay. I appreciate your patience.
31:00
Speaker 2
are we plug it back now? Uh, it will take a while. So, let us just wait patiently. Okay. So that's normal. That's normal because it's still putting up or starting up. Uh, it's my pleasure to you and it's my job. Um, In case you have uh issues again with your router, you can always call us back, but as your router is out of warranty, you will have to uh apply for the paid connect service again if you want us to walk you through again. Yeah. Yeah, the... Mm-hmm.
32:00
Speaker 1
While we're waiting, while it is the, go ahead. Well it's that, I mean the, the parent is in my office which is down the hall, in a room. [silence] Well, that's kind of hard.
34:00
Speaker 2
Just, just make sure that, just make sure that the placement of your child node is on an area that is open. Uh, meaning there are no walls or furniture that uh obstruct it to connect to your parent node because sometimes some furniture is uh obstructs or obstructs the transmission of data from your parent node to your child node uh could be the reason your child node uh may may disconnect. So make sure to place it in an open uh area, not in an enclosed one.
34:00
Speaker 1
[KEEP_UNCERTAIN] This is in my, dining room. So, I mean, there, my house isn't that big, but there are walls. Oh wait. Okay. It's green. Is that good? Yes. So, okay, now that this is connected, so the the problem I've been having, well, aside from the fact that I knew this was not oh, now it's red again. Okay, now it's, Okay. And practice. Okay. So when I'm in my living room and I'm watching, you know, maybe I should put this in the living room. Anyway, when I'm in the living room and I'm watching television, my TV sometimes in the upper corner will say, all of a sudden it just says, Wi-Fi not connected. And it doesn't last very long, but it kicks me off of some of my some of my streaming services. What is my?
35:00
Speaker 2
[slurred; partially inaudible] Okay, that's good. That's good. So it means it's connected now. You have a question a while ago? Okay, that's normal as I've said, sometimes there will be some interference that tension now your data.
35:00
Speaker 1
Okay. Yeah. Um, yeah, but that, but you want me to get as much of a straight line to the parent as possible, right? So that's the problem. Well, I want, you know what, I, I, I think I have a spot for it. It's in my living room. It's way, it's much closer to the television. Um, [silence] Okay. Yeah. Um, yeah, but that, but you want me to get as much of a straight line to the parent as possible, right? So that's the problem. Well, I want, you know what, I, I, I think I have a spot for it. It's in my living room. It's way, it's much closer to the television. Um,
36:00
Speaker 2
since your TV is in the living room, and there's no node beside it, so it could be the reason why your TV sometimes disconnects.
36:00
Speaker 1
So I think I'll. Okay. All right. You're sorry about like, because I don't have the TV on right now, I can put it on, but it just happens every now and then. It's like, especially like if it's windy out or, you know, the weather is bad, it'll it'll disconnect the TV briefly. Okay.
37:00
Speaker 2
You can move your child node try to observe if your TV connection is stable if you move your child node near to your TV or in your living area. So, it could also be the stability of your internet connection from your internet provider. Because as I've mentioned a while ago, your child node relies heavily on your parent node, and your parent node also relies on your modem. So, if the transmission of data have some interference or interruption, then automatically, your devices that connect to your WiFi will also have some.
37:00
Speaker 1
Right. Would you, would you say since this, since these, the parent and the child that I have now are, are old. I mean they're, they've got to be. Like I say, probably seven or eight years old. Has technology grown enough that if I, if I updated and got a new parent and child, that it would be a stronger signal and less problems like this, do you think? Or no? Right. Right. All right. Well, I'm, I'll, I'll, a minute.
38:00
Speaker 2
for interruption or for disconnect yes yes yes it would be better to upgrade your router to the newest linksys router because the router you have WRT 54 gig is already part of the old routers from Linksys we already have new we have newer Linksys routers now [audio cut off abruptly]
38:00
Speaker 1
If that doesn't work, then I'll go. Okay. Well, well, if I, if, if the one in the dining room, if I move it to the living room, it's actually not any further away. Um, I don't even know why we have it in the dining room except for I just wanted to put it where nobody would really see it. But I think I can move it. I think I know where I want to try it in the living room. It won't be any harder for it to reach the parents than it is now. So, okay. Well, I've got a couple ideas I'll try. And uh if not, I I have been thinking about that that maybe we just need to upgrade it because I'm sure that it can't.
39:00
Speaker 2
Oh, yes. Oh, the best. Yes. Or the best solution, as I've said, if you don't want to upgrade your router is it's to add another child node. Uh, you can buy another WHW to add as a child node and put it right there on your living area, so that your TV will get a full signal strength and will no longer disconnect. Uh-huh. Uh-huh. [silence]
39:00
Speaker 1
technology has got to be stronger and, you know, more reliable now than it was, so. Okay, well this is great. At least we got this working and I'm going to try this for a while and see if moving it around doesn't help. I appreciate it very much. You've been very patient. Okay. Thank you. You too, Is. Nice to talk to you. Bye-bye.
40:00
Speaker 2
Right. Yes. You're welcome. Thank you also for calling Linksiscara. Once again, this is Ice and take care. Have a great day. Goodbye. You're welcome. Bye. [silence]
40:00