Speaker 2
Welcome to Lynksys 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.lynxs.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 please have your device 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. [silence] Hi, thank you for calling linksys. This is T. How can I help you today? Hi sir, how can I help you?
00:00
Speaker 1
Make sure first thing you can understand what I'm saying and you could hear me okay. All right, because I have some earbuds in my ears right now, because I can't talk to you and hold my phone at the same time. Okay. So I want to make sure that we have no communication problems. Okay. Okay. My product is definitely out of warranty. However, I've been a customer of yours, for over seven or 8 years. So I'm a longtime customer. And I am not going to pay for service today, for you to help me. Because if I have to pay any service, I'll just connect my Linksys, modem, I'll just connect my Linksys router and I'll just throw away.
01:00
Speaker 2
Yes, sir. Yes, sir. I see. OK, got it, sir. [silence] Yes, Reimena, what is your concern about your language teacher? [silence]
01:00
Speaker 1
Monday call to you for the first time. But if you can't help me, I'm just going to ditch everything and then I'm going to convert everything and I'm going to buy a brand new arrow packet. And I'm going to put everything with arrow instead. Okay? Because I don't leave this kind of stress in my life. This is not worth getting a heart attack over. [silence] Internet provider is Xfinity. And I [silence] know. Well, I, well, the light, the modem and the light is on, but right now though, when I go to my phone and right now I'm using my hotspot so I can get internet access in the house. But um, if I go to my network, and then also on my Xfinity modem, I have that, I have the, I have the newer modem, which is the white one, which is the more powerful modem, okay? Um, so
03:00
Speaker 2
Okay, got it, sir. Who is your internet provider again, sir? Xfinity. Do you have internet connection from your Xfinity?
03:00
Speaker 1
So, when I go to my settings on my iPhone, then I go to my, um, my what my my my Wi-Fi. It says Wi-Fi not connected. And then I go to my networks, and I go to my main, I go to my main network, which is my main network, I click on that, and then it tries to access my network. It says unable to join the network. And it shows my network. Said I'm not, it says unable to join the network. Do I have a lock? What do you mean?
04:00
Speaker 2
Okay. Sir. may I just confirm. Since you're using Xfinity modem. Sir. The latest version. Usually they provide a combination of a modem router. Do you have a Wi-Fi from your modem? A Wi-Fi, sir, from the modem. Yes, sir.
04:00
Speaker 1
How, how do I find out? I don't know. Hold on. No, I'm okay. I'm looking at the, I'm looking at the back of my modem. And I see, I see all the connections. I don't know. Hold on. I gotta get my glasses. damn it. I knew this was not going to be easy.
05:00
Speaker 2
I'm sure that's already a gateway, which is a combination of a modem and router. So, basically, this modem you have, sir, should have a Wi-Fi connection. Do you have a Wi-Fi, sir? A separate Wi-Fi? If you can see, sir, underneath your link, I'm sorry, underneath your Xfinity box, there's a Wi-Fi name and a password. Can you check if that Wi-Fi name is showing up? Do you see a Wi-Fi name, sir?
05:00
Speaker 1
[silence] Yeah. [silence] I knew this was going to be a challenge today. [silence] Unbelievable. [silence] I just I don't I don't want to go to the mess I went to on Friday because it just even my my my ring door by ring doorbell was down. Oh my alarm system is now my doorbell's not right. My ring doorbell and my alarm system everything is down. [silence] So, my alarm system is down. [silence] And my, and my, um and the thing is, the thing is, crazy is um okay on the on the uh router that I bought from even years ago, the baby not downstairs I have his boy, Oh, there he is. Oh no. So it shows the blue light. On the bottom one when it's working, it also shows blue but now it's flashing it's 20 red since Friday. Right. The baby node is flashing red since Friday, but the one on top is solid blue. The adult node is solid blue. I have the adult nod upstairs on my desk and the baby node downstairs in the living room on a table. Oh yeah. Hang on. Hang on. OK, so, hold on. OK, here we go. If I turn the moment over, extended modem, hold on, upside down. OK, I'm
06:00
Speaker 2
Uh, uh. flashing read that means that that there's no physical connection sir. How many notes you have a total sir? Okay so in total you have one parent and one child node.
07:00
Speaker 2
Okay. The uh you see a network name sir, right? A network name. Um sorry sir, are you checking on your modem sir or the parent node? hmm. Okay, so you have a Wi-Fi password already. Can I take it over? okay, the i see the link so now I gonna let you log in connects to the internet. wait a couple of seconds to confirm. feels like the security is quite good, is it something you can apply it? okay. mm the only thing that's problematic here is the set up port because you can't set it up on port 443. I would like to set it up for a mail server. mm right. okay, got the issue again. the next issue is password. Okay. Okay, we've got the password. let's see. (Right.) [silence]
08:00
Speaker 1
No, I guess. I at the bottom of the modem and the underneath the bottom of the Xfinity modem. I don't know. Let me see. You mean anything on my on my phone, on my iPhone? Hold on. Yes, I hate this fucking phone. Okay. [silence]
09:00
Speaker 2
Yes sir, what I mean sir is that there's a wifi name sir for your Xfinity, only for the Xfinity. Is that same wifi name showing up on the list of wifi network? When you go to your wifi settings. Yes. Yes sir.
09:00
Speaker 1
I see Xfinity mobile, well Xfinity Mobile, I don't have Xfinity Wi-Fi. Is there always Xfinity Wi-Fi? It doesn't show the entire name. It just says Xfinity Wi-Fi. I don't know. Underneath the mobile, it just says X or underneath it, the network, the network name is called, um, I don't know. It, the network name is called XF S XF Set Set-up Dash 6A6AD4. No. [silence]. (laughs) [silence] Yes.
10:00
Speaker 2
Yes, sir. Yes, sir. But is that same Wi-Fi name, sir? Is that the same Wi-Fi name that you can see underneath your device, your modem? Okay. Okay. So that means that that name that you can see underneath, I'm sorry, underneath your Wi-Fi settings on your phone is not the same name that you can see underneath your device. Anyway, sir, we can try to record this and track and just put it back to [silence] Sir. So we can be sure sir that the Wi-Fi or the internet from your modem is active or working. Anyways, we can skip on that one sir. Um, may I have the model and serial number of your links please? The semester?
10:00
Speaker 1
I got the set up Wi-Fi name. I've got the password, recovery key. here it is. Okay. I got it. Wow. Shield number is 20, J 10 C 6 B 8 20413 model W H W O 3. I'll say it again. Okay. just to make sure. 2 0 Jim 1 0 Charlie 6
12:00
Speaker 2
Okay. Okay, got it. 20 Juliet, 10 Charlie, 6 Delta, 8 20413.
12:00
Speaker 1
Bravo 8204-13. I'm sorry, blah, blah, blah. Yeah. You know, like I say, I've been I've been buying my Lexus products from you for like almost seven or eight years now. So, I just want you to help me get I just want you to help me get my internet back on. If you can do that, then I will stay with you guys. And I'll you know, and then maybe down the road I'll buy I'll buy a more modern one, another one. But right now, if I can't get this, stop. I'm going to scratch it all. Dump it out the street, and I'm going to buy I'm going to buy a brand new arrow. I'm going to buy the Arrow 7.
13:00
Speaker 2
Got it. Thank you, sir. Let me just check on the exact units, okay? And model number is WHW03, right? The model number, sir, is WHW03. That's the model number, sir. You already mentioned this one like earlier, sir. Okay, yes, sir.
13:00
Speaker 1
[KEEP_UNCERTAIN] And I, and I work with, and I worked them, so I wanna, you know, I wanna stay with you, but I'm just right now, I'm in a, I'm in a death, I'm right now I'm in a desperate mode. My we're giving them all but even my HP, even my HP printer is not working because it's Wi-Fi, so, and, my main, you know, my main network, I wanna get my main network on, and I have another network also, but that I have another network that works with, uh, uh, arrow, on a separate Wi-Fi device, but with you guys, I have my main network and that controls everything, the other arrow controls my my my ring doorbell. That's what I, that's what I use that for. And my alarm system. [silence]
14:00
Speaker 2
Yeah, you understand. Yes, sir. Got it, sir. Sir, did you try to reset your router, sir? Uh, the app parent node.
14:00
Speaker 1
Oh, not yet, let me see, here, here I am, here I am, it, which one is that? That's a red button? Ah! Oh my god, okay.
15:00
Speaker 2
Yes, sir. Did you press did you try pressing the reset button of your parents' node? Or not yet? Not yet. That's the red button, sir. Okay share. Um, since you mentioned that the lights stays uh just hold on sure. Since you mentioned that the lights uh the light of the uh adult node there is the stays solid blue. Um, sir just to set your expectation that there's there might be a possibility that it is already a defective unit. But we will try to check. We will check, sir, if that's already defective or not yet. Um, sir, can you yes, there's a red reset button underneath. Can you please press and hold it for 15 seconds or until the light on the top turns off?
15:00
Speaker 1
15 seconds. All right, I'm doing that. I'm watching it. Yup, still solid blue, I'm pressing down on it. Still holding yeah. Still pressing down. Yeah. It's still on.
16:00
Speaker 2
Yes, or until the light at the top turns off sir. Observe the light at the top while you're pressing the reset button. Let me know if it turns off. Still pushing it sir. Yes, you can let go now sir.
16:00
Speaker 1
should I should I just should I let go? Should I go? Okay. I did. it's still it's still it's still on. Okay. Okay. They're still on. [silence]
17:00
Speaker 2
So yeah, after 15 seconds, it is supposed to. It should go off, sir, while you're doing the reset, and we'll go back. Yes. You can let go now, sir. Yes. Okay. Okay, so we will check one more. Yes. Okay, so since it stays, yes, sir. Since it stays solid blue, sir, we will try to check if you can see it's blue. [silence]
17:00
Speaker 1
Okay, what then what then, okay? Do I have to go under, do I have to go under the modem again, under the, under the developer or no? Okay. No.
18:00
Speaker 2
Default Wi-Fi name sure for this device that's developed set up E-3-5. Can you check on available networks and if you can see that same Wi-Fi name? No sir, go to the settings of your iPhone, sir. Okay, on available Wi-Fi networks. Can you check if you can see a network name developed set up? No? Okay.
18:00
Speaker 1
Yeah, it's a white Lenses box. Seven, eight, six, three, five, five, 32, 23. Marvin Schmidt.
19:00
Speaker 2
[ silence ] confirm you're using, the same exact uh power adapter, right? for the specific device or the parent device? um, okay okay I just need to check on that one, sir uh while we wait, may have your phone number in case we get disconnected? okay [ silence ] got it, sir, how about your first and last name, sir?
19:00
Speaker 1
marve 23. SSW at gmail.com, okay. You got it, got it.
20:00
Speaker 2
Hello, sir. Mr. Marvin, hi, sir. Thank you so much for patiently waiting here. So, based on the uh reset that we did here, that it stays solid blue, even after a few seconds of resetting, and wifi name did not show up, I mean, the default name, sir, it shows that this is already a defective device, sir. This is already a faulty device. because after the reset, sir, or while you're doing the reset,
21:00
Speaker 1
Right. Yep. So, what, what, so so so. So, so, so what do what do we have to do now? because I have to add. Oh, wonderful. So I got to have my internet back on. I have no, I have no alarm system and no doorbell. It's Friday. and my and my printer is not working. I need my printer. So my and i have no internet. So what do I have to do now? because right now I'm using my hotspot to get internet.
22:00
Speaker 2
the light on the top should turn off and after a few seconds it will turn to solid purple which means it's ready for setup but uh when you do the reset it stays solid blue all the way yes sir so unfortunately sir um we can no longer use this device sir unfortunately we cannot do anything on that because it's already defective
22:00
Speaker 1
I don't know. I don't know. I don't I don't I don't know how to sit. I don't know how to set that up. What do I have to do? Well, first of all, I have to well, first of all, I got it to that I got to disconnect your crap. Is that right? Okay so Oh my God. So what do I have to do to get to to get another router? I could obviously I need another router. No, you can't, no, you can't you can't if you can't contact them because their customer service for I.
23:00
Speaker 2
you have an internet from your Xfinity. I believe there's really a Wi-Fi on that, sir, since that's a cable modem, sir. That's a modem router. Temporarily you can use still use that. Okay. Unfortunately, yes, sir, because it's no longer working, sir. Yes, sir. You can, sir, before we do that, did you already contact your Xfinity support, sir?
23:00
Speaker 1
uh T internet in Pennsylvania and F-O-N-A F-N-A and K Z it's it's all I. he cannot reach. okay. they. mm. convert convert is to I. hmm. I will I will not deal with. and it help cost. their technical support team for internet and cable. at that there bunch of retarded ideas. they're stupid. okay? and when you talk to them, even even when you're on the phone for two hours and you finally get to a person, they don't speak any English. They don't understand what you're saying because they're all stupid ideas. okay? And I I I wrote a letter to them. in Pennsylvania. I said, nobody likeds. I said, somebody needs to call somebody needs to call immigration and Homeland Security and say that all your people that work Infiniti that are IT and uh Internet, they're all He's here illegally and they all need to get deported back to the country. Send them back with our families. Back to their own country. Get rid of all. They come here. They can't speak any damn English. They don't understand because they're too stupid. So, when he got a problem, with a, when you got a cable, when you go, when you got a cable problem or something, you go, you got to get physically go to the Xcel store. So, if there's a store in your area, you got to physically go to the store. Because you can't get any help on. You can't. You can't get any help on their on their and they're just on their phone line. And they're they're completely worthless. Yes. Yes. Yes. Yes. Yes. Yes. [silence] Yes.
24:00
Speaker 2
ok sir okay sir understand sir so you have another node right you mentioned you have another node with a blinking red light you Okay sir I might be able to help you with that but I will I can only probably
25:00
Speaker 1
Oh God, I gotta go, I gotta go downstairs and get it. Hold on. Hang on. I gotta unplug it from the wall downstairs. Are those, are those routers, are those, are those not the same the same ones each other, they're the same? So, they're actually identical.
26:00
Speaker 2
Can we try this 1 sure. Get the other node, uh, remove the the defective unit sure, the defective links this node use the other node sure plug it on the modem. Same uh same quarter where it's plugged in on the modem and either of the 2 ports underneath your links. Based on what I have here sir. Yes. They are the same. Yes.
26:00
Speaker 1
Okay, excuse me. Yeah, see, I'll look at that right now, and it's flashing red. Okay. What about what about the what about the what about the internet card? There's an internet cord going from this one into my into my Arrow modem. It's a separate network. Idiscuss this issue? Is there
27:00
Speaker 2
Yes, sir. there is an antenna there. Yeah. get that notes here. bring it right next to your mode. remove the other node sir, which is a the defective unit. remove that one. use the same ethernet cable. put it on the uh the child notes. I'm sorry, what I mean? oh. I'm sorry, sir. is that connected as a child notes here or extensor? or is it a separate network? and it's blinking red. uh oh oh. yes. okay. uh you can hear me, right? okay. for uh
27:00
Speaker 1
No, but yeah, my arrow has a red light on, but it's not blinking. It's just solid red. No, it should be, it should be white. Well, no, well, well, it's actually, it's actually red. It's not working. It's not, it's not working because, it's not working because, when it was, when it was plugged in, when it was plugged, when I, when I had my, when I had my, not upstairs working, I had my Wi-Fi, I had my, I had my motor, I had my router with you working, it was working fine. Last, last, was working fine with, it was, it was white.
28:00
Speaker 1
Everything was working fine. Now it just went, but when it went offline, it turned red. Now what do I do with the Ethernet cord that's plugged in from this node from node here into my arrow modem? Take it out to the air modem. Okay, okay. And then what and then and then what what do I plug in? What do I plug back what do I plug back into the Ethernet on the arrow modem? Yeah, okay. I do. Yeah. Hang on. Okay. Let me take it upstairs.
29:00
Speaker 2
Okay, okay sure. Get that other node there. Get that otherNode. Replace your old parent node or adult node. Remove that one. Sure. Yes, take it out, sir. Just bring the node that it's power adapter. We will do that one later on, sir, but for now, Your have to get your internet working again, right?
29:00
Speaker 1
Hang on. Let me go back upstairs here. Okay. Oh shit. be on phone. You still there? My iPhone is messing up. My five - send my iPhone in the streets. That apple iPhone it's hitting the button to my phone
30:00