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 devices 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]
00:00
Speaker 1
Yes Hi I'm having some great difficulty reconnecting to our linksys and the six nodes we have. Something happened with that appears our internet a couple nights ago we have the service back through the modem but the linksys is unable to connect.
05:00
Speaker 2
hi thank you for calling Linksys. My name is Van. I'll help you today. Which kind of troubleshooting steps have you done so far? as well.
05:00
Speaker 1
I've done everything from let's see turning off the router, turning on the router, unplugging powering off the Linksys, unplugging everything that's offered on your uh troubleshooting uh tips if you will um in the app. [silence] What are the models, is that what you asked for? It's model number MX 2 0 0 0 0. And I have a serial number and a MAC address if you'd like it. It is 50 D as in dog 10 M as in Mary 25 C as in cat 0 5 9 0.
06:00
Speaker 2
All right. All right. And what are the models of your Linksys? Yes, the models. Thank you so much. What's the cell number of the MX2000?
06:00
Speaker 1
Yes. Thank you. Ben Strauss, Malcolm. Yes.
07:00
Speaker 2
50 delta, 10 Mary, 25 Charlie, 05900. Let me quickly double check everything on my end as well. To whom am I currently speaking with? Was it Ben Strauss or Malcolm? Thank you so much. All right. Thank you so much for patiently waiting, sir Ben. So, in regards to the current issue that you currently have, just to also confirm, you mentioned there was an internet outage but the modem seems to be working now in regards to how your
07:00
Speaker 1
That's correct. I had them run the diagnostic on their end. I can access the internet through that, um router and that modem if you will. That's a different uh Wi-Fi network and we had set up a different network for the Linksys. Um when I go to my app and I say select a different network because it says it can't find uh Camp Bam it says, you know, there's a spinning wheel. It says offline routers Camp Bam, which is the name of the network. When you press that, it just simply flashes back to your see it screen. It says Camp Bam has no internet connection. Uh, uh Xfinity and that highlight there's a purple there's a purple light on as it pertains to the uh what I think you call what the node.
08:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. I see. And who's the Internet provider as well? I see. Thank you so much for that one. Mm-hmm. [silence]
08:00
Speaker 1
the home node. All the other nodes are red. Yep. Correct. [silence]
09:00
Speaker 2
All right. Thank you so much for that one. So, in regards to the current problem, as you mentioned, there was an internet outage, and it's now working properly on Xfinity's end. Your Linksys is completely disconnected, which means you need to perform a complete factory reset and set all the nodes back up from scratch, treating it like it's your first time setting up the product. And to the best way to do it is by manually factory resetting the nodes one by one by holding the reset button until the light completely goes out. That's an indicator on how you factory reset them properly. And once they're all back on a solid purple light, which indicates they're in a ready to set up mode, you just need to use your Linksys app so that the app will guide you from setting up your parent node to adding those child nodes until it's all back and working again.
09:00
Speaker 1
Like. I. I mean, have I never had to do this before when the Internet's gone? So, why is this the case now? [silence] Okay. Right. [silence] Okay. Is there a way in which you and I on the phone could factory reset the home node now, make sure that's working and that's connecting to the right camp BA?
10:00
Speaker 2
However, before any further troubleshooting may also start, uh-huh. I'm sorry. Since currently there was an internet outage. Naturally, it will all it will affect all single devices from your phone up until your notes and your modem and routers as well. Since only the router from Xfinity is the one that's working or in this case it's a modem and router, your linksys mesh is completely separate and they were not configured alongside with Xfinity's with Xfinity during their time fixing theirs. In other words, it's completely isolated and does not detect any internet from them. That's why it needs a factory reset and needs to be reconfigured.
10:00
Speaker 1
If you will, the network and then I'll go through the process and do it cuz there's like seven other nodes around the house. Right. Right. Yeah. Right. Okay. Can you? Go ahead, sorry. Yep. Okay.
11:00
Speaker 2
For that one, the best way to do it is just turn off the rest of the child nodes and just focus only on the parent node. Once that's done, once your parent node is the only one turned on, you need to factory reset that parent node and set it back up the same way, same spelling, same password, and everything on how you set it back the very first time or how it's now configured, so that once you turn on the rest of the child nodes, it should detect the parent node and should reconnect on their own. However, in regards to your current model, the MX 2000s based on their serial number, I do apologize, but the unit is no longer in warranty. The warranty status of the unit had expired around March 13 of this year, 2026.
11:00
Speaker 1
okay, let's proceed with the $15. Yeah. Okay.
12:00
Speaker 2
No longer eligible for any free assistance on our end. Needless to say, in regards to how you troubleshoot it, how to reconfigure it or what are the steps that you can or may follow. It's always available and accessible on support.linksys.com. It will only ask for your model number, which is your MX200 then it will show you the guides through it. But for further troubleshooting through the phone, I'll set your expectations. It entails a $[REDACTED_PAYMENT_DIGITS] cost if you do wish to proceed. All right. If you're going to proceed with the $[REDACTED_PAYMENT_DIGITS] payment, you are agreeing to a one-time non-refundable technical support session lasting up to an hour. If we also do determine that your current mesh system seems to be defective in any sort of way possible, I'll set your expectations, no refund or replacement will be issued for it. And lastly, it's still considered a [REDACTED_PAYMENT_DIGITS] potential outcome situation.
12:00
Speaker 1
Yes, it works for me right right. So what would you like for me credit card. Yep. Yep, he's going. Yep. Yep. That's correct.
13:00
Speaker 2
in chance that it may or may not work, but that's still be all right with you. All right, just to confirm, would you like would you just like to start with the parent node only so that you can add the rest of the child nodes. The one that I suggested earlier is just a hypothetical answer that it may add the child nodes on their own, but once again, it's not guarantee that they may reconnect, that's why a factory reset is a must. Yes, if you have like visa or Amex credit card that's available. Just to confirm, your first name is Ben, is it B-E-N? And Strauss Malcolm, is it spelled as S-T-R-A-U-S-S-A-M-A-L-C-O-M?
13:00
Speaker 1
It's my full name, Ben Strauss Malcolm. No hyphen at gmail.com. Thank you. Yeah. Yeah. 4417-2026-86547488. No, 4417-2026-86547488.
14:00
Speaker 2
Thank you so much. Can you provide me your email address as well? I see. it's benstraussmalcolm without the hyphen at gmail.com. Thank you so much. All right. Whenever you're ready, you can provide me your card information. You don't have to worry about it as well, no information regarding about the card is recorded or documented. That's for your safety. So let's go on and proceed whenever you're ready. Once again, was it [REDACTED_PAYMENT_DIGITS], is that correct? Mm-hmm. Mm-hmm.
14:00
Speaker 1
[silence] Six 29. Uh, 9 65. Uh, one one two three eight. Uh, once 1238, yes. Okay. Yeah. Okay. I'm checking. [silence] Not as of yet, but that's okay. [silence] Let's just continue on. [silence] Okay. [silence] Give me uh two minutes. I gotta run around the house and do that. [silence] Thank you. [silence]
15:00
Speaker 2
All right. Were you able to receive it? Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, All right. Thank you so much. You can double-check it later once your Internet is working. So in the meantime, isolate all the nodes from Linksys nodes apart from the main one. Go ahead.
16:00
Speaker 1
OK. I've got them all off except the home. Purple.
19:00
Speaker 2
All right, So on the parent node, what's the light right? Now, since your parent node is completely on a solid purple light, you're now going to perform what we call the five press method. You're going to press release, wait a second, press release, wait a second, five times on the reset button. [silence]
19:00
Speaker 1
Okay , now it's uh , blinking soft . Purple , if you will . Okay . [silence]
20:00
Speaker 2
All right. Now let's just wait for three to four minutes until it stops blinking. All right, wait for a minute to make sure that it will not change to any other colors.
20:00
Speaker 1
yeah still blue yeah uh-huh yeah I see that
22:00
Speaker 1
I'm connected. O sorry. making sure of all things connected. [silence] Tech Terms conditions and I'm allow allowing making sure all Bluetooth. Please wait [silence] plugging to grab. I'm going to connect the router to the T to your modem or source of internet. [silence] So checking for the internet. This could take a minute. [silence] So you [silence]
23:00
Speaker 2
Once you're connected, close your app from the very beginning if you already opened it and open it from the scratch.
23:00
Speaker 1
named wifi settings as campbam? which was the previous network. device will automatically connect if it sees the same wifi name and password. press yes. [silence] linking to your account and this could take a minute. [silence] now it's just configuring your wifi network. this could take a minute. the node is still blue on top. [silence]
24:00
Speaker 2
yes if that's your old setup go ahead and press yes
24:00
Speaker 1
Something went wrong and we couldn't transfer your Wi-Fi settings. Enter them manually for device to reconnect. Okay. This is Camp BAM created. Now let's connect your Wi-Fi. Step one: go to your phone setting app and select your new Wi-Fi, Wi-Fi name, Camp BAM. Password remains the same.
25:00
Speaker 2
yes enter them manually instead once again please make sure it's letter by letter and the password should also be letter by letter [silence]
25:00
Speaker 1
Once connected, return to the app and tell below. So, I'm going to settings. We're finding key band. If I'm not seeing it, what's the next step? I mean, I'm currently connected to develop set up fo nine. I'm now connected to my other one.
26:00
Speaker 2
Are you currently connected? Can you double check? Try turning off your Wi-Fi from the phone and turning it back on.
26:00
Speaker 1
My Wi-Fi network via Xfinity, I still see the my networks develop setup 09, but I do not see the Wi-Fi that I created. Correct. Okay. Okay. Okay. Yeah. Let's see, I'll open my computer and see what I got. Let's see. Ah, networks on the computer. Turn the Turned off, turned on the Wi-Fi on the computer. Currently, I just have the Xfinity one and then I have Develop Set up.
27:00
Speaker 2
Your old Wi-Fi is not showing up. Is that correct? All right. Try connecting to thevelop setup. Try to see if you can still connect to it. You also have a different device to see ifvelop setup or and a different name is showing up? Yes. All right. Can you go back to the.
27:00
Speaker 1
The app just still says, now let's connect to the new Wi-Fi, go to step one to find your name camp, fam, the password, but we're not finding it. Then it says, step two, once connected, return to this app and tap next below. Do you want me to press next or no? Please wait. There's a spinning wheel. Is, is looking for your child nodes. This may take a minute, but there's no child nodes to find right now.
28:00
Speaker 2
Is there any changes on the app? can you try clicking next? Where will it take you? [silence]
28:00
Speaker 1
does yes your network router and then it says next should I press next it says remove old router system from your account we recommend keeping your account up to date by removing old routers not used if before using again remember to factory set before settings remove from my account uh or I'll do later and diagnostic sure says develop set up F9 is ready upgrade complete thank you for being a continued customer go to dashboard going to dash getting router settings
29:00
Speaker 2
[silence] Yes. Until you see the dashboard. [silence] You can do it later. [silence] Yes, go to your dashboard. [silence]
29:00
Speaker 1
On the dashboard right now, it has one value set up F09, two devices, one name. Yep. Yep. Yep. Change. Yes. Yes. Changing wife username password will cause LWiOS to be down.
30:00
Speaker 2
What's on the dashboard right now? Uh-huh. All right. Can you go to the three lines at the top left, click on it? Once you click on it, find Wi-Fi Settings. Once you're in Wi-Fi Settings, can you see the current Wi-Fi name and password? Can you try erasing everything that's in there and want manually put in the old setup there? Once that's done, click on Save.
30:00
Speaker 1
all of the devices that disk that my valid network, we will all have to reconnect each device, do you want to continue, press continue, restarting your Wi-Fi, please keep listening, [silence] all of the devices that disk that my valid network, we will all have to reconnect each device, do you want to continue, press continue, restarting your Wi-Fi, please keep listening, [silence] [burping] Um, okay. now I'm going back, because it says it's saved. Okay. now what shall I do? I am connected to my Xfinity, but I now see the other Wi-Fi as well, Camp Bam. should I connect to that one? It's showing it connected. Okay.
31:00
Speaker 2
Can you double check if you're connected to your Wi-Fi? [silence] Yes, try connecting to it. See if your phone can connect. Once you're connected, try to make sure that you're able to enter the dashboard of your app as well. [silence]
32:00
Speaker 1
um Seemingly so, yep Yes, I'm pretty confident I did that. I'm uh okay. Give me one second and I will go do that.
33:00
Speaker 2
All right. Now, just to confirm, if you're also confident you've put it back in the same password, same SSID as to what it was before. Is that correct? [pause] All right. Can you turn on one child node near the parent node? Since we did not reset any child nodes, let's just make sure that, to see if the child node can detect its parent.
33:00
Speaker 1
Give me one second. Seems like they appear to be loading. Let me go over and check what color my...
36:00
Speaker 2
We're able to connect a child node. [silence]
36:00
Speaker 1
Two are the closest on the first floor and they - let me just double - they're currently colorized. So seemingly they're a little
37:00
Speaker 2
When adding your child nodes back to the system, it needs to be done one by one so that we can make sure that they successfully reconnected on their own. And when you're trying to add them back again, they must be at least close to the parent nodes so that it can make sure it's able to reestablish that connection. Because if your first child node is able to reconnect on its own without any factory reset, it will create a domino effect where the other nodes can connect on their own as well.
37:00
Speaker 1
Connected, because they both have solid blue lights. Okay, should I be seeing the nodes in my app? And is that paused for concern, if I don't? Okay. [silence] Just only showing one node on my app. He's still
38:00
Speaker 2
All right. So if that's the case, turn on the next pair of child nodes until all nodes are reconnected. This needs to be done slowly so we can make sure that all nodes are working properly. Yes, you can. If it's not reflecting right now, either refresh the app or close and open it again from the start. Right? [silence] Right. But now, it's saying it's flagged by sap. Okay. So did you still ask cafear
38:00
Speaker 2
Yeah, since wait are your first pair of chiro nodes solid blue or flashing blue? Uh-huh, I'm sorry. That's perfect. You can turn them on the same way you did it, but they need you to do it for example the first floor, they're working now, then proceed with the second floor up until the last floor, until they're all solid blue. All right. [silence]
39:00
Speaker 1
Okay, I've gone ahead and turned them all on. I'm going to have to run around the house. I'm just going to see if they're going to pop up on the Africa enough to come on or not. So, hopefully I shouldn't have to do this again, correct? Okay. Um, it looks like it didn't name the nodes, so I would have to just go back up or go into settings and change. I forget where I do that.
43:00
Speaker 2
[silence] Yes, that should be the case. All right, is everything working now? Mm-hmm, I'm sorry. All right. So everything is now working and configured. All right.
44:00
Speaker 1
you know it. it doesn't look like, why would they have lost? I had named them and they don't seem to their names have gone away. Does that make sense? Okay. So I would just have to go in and name them if I want, if I choose to name them. Okay. Okay. Okay. Great. Uh,
45:00
Speaker 2
If those child nodes are unable to reconnect properly, you can either move them closer to the parent node or in the worst case, a factory reset and manually add them back again to the system. Perfect. Mhm. Mhm. I see. That's usually how they re-added on their own. Unfortunately, we cannot control that well. That's correct. Yes, that's correct. Alright, is there nothing else? [silence]
45:00
Speaker 1
I think you solved it. You're amazing. so much. Bye. Well to 15
46:00
Speaker 2
All right, so once again, if there's nothing else, enjoy your network as well. Thank you for calling Linksys. Take care and have a great day. Bye-bye for now.
46:00