Speaker 1
Hi mate, I had my broadband upgraded earlier this week on Monday. Um and I've got a parent node and two child nodes on a mesh system. And um I've got two sets of problems going on. The first one is that the TV, um connected to the Wi-Fi constantly keeps on dropping out um of network. So you'll be in the middle of watching something, say on Netflix or on Disney Plus or on any of those sort of channels, and midway through, multiple times it's like no internet connection, please wait while we [silence]
00:00
Speaker 2
[silence] this is F. [silence]
00:00
Speaker 1
Fresh, sometimes it takes up to about 10 minutes, it's getting really, really painful to watch even a 20-minute, half an hour program, it's taking like 45 minutes just to watch a half an hour program kind of thing. That's one thing, the second thing also I found is that today earlier on I found my two child nodes, they're still sitting less than a meter apart from the parent node because I wanted to get all of the devices up online in the house, which I still haven't managed to do. But currently the two child nodes are blinking. Earlier on they were red. So I've managed to get them beyond the red phase. So I've done the, on your trouble shooting page, it says hold the reset button for 20 seconds, wait for it to go solid blue, and then go to the parent node and then press the pair button underneath for like three seconds, and then everything will blink, and then you should go solid white, and I've done that numerous times. and I've got my two child nodes just permanently blinking white. I cannot seem to get a stable Wi-Fi setup going at home, and I'm now on like day four of this new installation. It's really, really painful. Okay, hang on. I need my glasses. Give me one second. And actually, let me get my laptop as well, because you're [coming off] item. Give me one sec. Use that. Use [blurred dialogue 6:56:342]. Use that. Use [blurred dialogue 6:59:241]. [silence] Okay, give me a sec. [silence] Okay, the router is
01:00
Speaker 2
okay, yeah, um, since your concern is all about connection, what's the router that you're calling for? I need the serial number.
02:00
Speaker 1
[silence] Oh good god. No that's really not gonna. Okay. Do you want the whole number? Do you want me to read it out? Hello? Yeah. Do you want me to read out the whole number? Yep. Alpha Delta. Tango November 243. Okay well it's when you say router do you mean the white box with the the Atran box or are you talking about the three tall Lynkis towers
03:00
Speaker 2
. . . . . This is serial number, yep . uh s slash n. I believe this is not the serial number that Starlink says. Our serial number consists of numbers and letters. Um, it does not usually start with letter. Make sure that you're looking the So.
03:00
Speaker 1
Oh, okay. The lowest ones. Okay. So you want the parent node? Okay, serial number 72 echo10. Mic.2 alpha Foxtrot 188 Oh. Sorry, you're going to have to repeat that. I put the tower down. 72 echo, okay, you read it back. 72 echo10, mic.2 alpha Foxtrot, 188 Oh 6.
04:00
Speaker 2
Three links. Powered. Uh-huh. Mm-hmm. Okay. Okay. Is it seven two? Echo one zero. Mary two Alpha. Frank one eight eight zero six. Mm-hmm . Sure. Is it seven? [silence] Go ahead. [silence] You can read it back. [silence] Thank you. Upon checking, here [silence]
04:00
Speaker 1
Oh, okay, um in it. Small mustace is getting so hot over here. Model number. Hang on a minute. Um model Sierra Papa November Mike six zero. There's no X in there. yes. Yeah, I've got three towers. One parent and two child nodes, yeah. No. The parent one, the serial number I just gave you. That's solid white. And the other two are blinking white.
05:00
Speaker 2
okay, okay. S.B.M six zero. Okay. S.B.M 60. Got it and you have three packs of this one, three in total and they're all solid white on top.
05:00
Speaker 1
Yeah They look the same They've got different serial numbers and codes and keys and stuff on the bottom Password recovery keys are different but the product it's three of the same the the model numbers they got identical Sierra Papa November Mike six zero on that one and same again. So all three are the same towers [silence]
06:00
Speaker 2
Okay. So, um since it's solid white, the main one, um the extenders right now they're not different to the parent node. Okay. So we can try now to restore the not really restore. Uh you said that your your going, uh I mean, you're experiencing buffering. So the extender's
06:00
Speaker 1
Yes. Both of them. All 3 are the same model. Javi_ Hassan1should be spelled that. Julia Alpha Victor Indigo underscore Hotel alpha Sierra Sierra alpha November 1 yahoo.co.uk Jawaria Javid J-A-W-E-R-I-A, then H A M I-D doi. sorry, I'm trying to do three things at once uh.
07:00
Speaker 2
So all three, three nodes, right? Okay, what's your email address? Yes, please. Mm-hmm. Mm-hmm. And what's your first name and last name? Uh can you spell your first name, please?
07:00
Speaker 1
Community fiber. Um no I'm paying for two gig, but I did a speed test earlier on today and I wasn't getting more than download is just under one gig, upload is just under one gig, so I'm not even going anywhere close to two gig. And I've got a two gig contract, so I might actually if this is is as flaky as it is, then I might just down great to a one gig. If I'm not getting the speed.
08:00
Speaker 2
Okay, all right, thank you. And your Internet provider, who is it? [silence] Oh, they don't know. Uh [silence] Alright. So am I got here all the information I needed? [silence]. And yeah, the speed that you'r paying for, how much is it? Is it one gig?
08:00
Speaker 1
Speeds I shouldn't really be paying for the privilege of having the speed. Yeah.
09:00
Speaker 2
Alright. So the speed that you're supposed to have is to GBPS. And try to run a speed test now. You can use the speedtest.net website link.
09:00
Speaker 1
Do you not want me to use from the Linksys from the 192.168? website? What? Do you want me to run it from the Linksys from the 192.168? site or do you want me to run a just from speed test or something? Uh, right. Okay, 192.168. Okay. A couple of hours ago it was 929 download and 923 upload. Let's see what it's saying now
10:00
Speaker 2
you, um, yeah, run speed test the first option.
10:00
Speaker 1
just still running it. No, I can use that one if you want me to. okay I'll reject you. okay, okay
11:00
Speaker 2
What's the speed you're getting now so that we will have comparison later? Okay. Are you using speedtest.net? Yeah, you can use SpeedTest.net that server. [silence]
11:00
Speaker 1
currently though. Oh, those numbers are really low. Download 10.53 upload 22.71. What does that mean? No, no, not 83 10. Download 10.53 Mbps yeah. Megabits per second 22.71.
12:00
Speaker 2
uh huh so eighty three eighty three mbps mbps and for the upload twenty two point seventy one are you
12:00
Speaker 1
Yeah, I'm on my laptop. No, I'm using my laptop. Exactly. Exactly. Um, I don't know. It is an internet. I don't sign. What does it say on the cable? Uh, Cat5e from the modem to the parent node.
13:00
Speaker 2
this is a really low if you're paying for 2 gbps. The ethernet cable that you use to connect the modem to linksys, is it already cat5 e or cat6?
13:00
Speaker 1
I just want the internet to bloody work. Um... No. No, I don't have a cat5. My damn cable. I've only got USB ports on here.
14:00
Speaker 2
One second. Do you have a computer that we can wire directly to the modem? [silence]
14:00
Speaker 1
May, are you there? Okay. Yeah. Mh-hmm. No, I mean, it's only been, um, set up like three days ago.
16:00
Speaker 2
So yup, I'm done creating a ticket here now. And so far, the speed that we're getting is really weak. since you mentioned you're paying for 2G BPS. Did you change settings recently on your router?
16:00
Speaker 1
I've done what they told me to do. They said leave it for a couple of hours, let all the software download, which it did, wait for it all to go solid white, then you can move things around. And I've only been waiting because not all of the devices around the house were connecting on, although we're using the same Wi-Fi name and password, some things, because the SSID still refreshed, some things were not auto connecting. So I was just trying to go around connecting all the smoke alarm, connecting all the doorbell, and the, the security cameras and things like that. So now that I'm at a stage where things are connected, I was now going to start moving the nodes around. But they said, well, make sure that everything's a solid white before you start moving your nodes into different parts of the house. And I've come here and they were, they were red. So then I've had to go through this whole, press the button underneath for like 20 seconds, wait till you got a solid blue light, and then press pair on the. which I've been doing, no matter how many times I've done that, the the two child nodes are just blinking white. um the parent node, it will blink for a little while because it's searching and then it just goes solid white. and when you look online on the um, on the linksys page, then it just says that um, they- the- the two child nodes are offline.
17:00
Speaker 2
All right. You can check it out.
18:00
Speaker 1
No, I've got nothing. Yeah, I've got nothing that will take an Ethernet cable. Everything's for USB, HDMI. Yeah, nothing's Yeah, but I don't have a HDMI cable. It's got a HDMI slot. I don't have a HDMI cable. And the spare that he's given me, they're both of these are cat5 Vs. That's a Cat5 . And yeah, that's a cat5. He's given me two Cat5 cables. So I can't, I might have the the slot in my um laptop, but I don't have the cable.
19:00
Speaker 2
Okay. [silence] For now, [silence] you're going to just use your phone. [silence] But do you have a laptop that has a--- I mean that has HDMI [silence] or USB connection? [silence] [silence]
19:00
Speaker 1
[silence] 'Sorry, what did you want me to do? Sorry if I missed that. 'What was that? 'Yeah. 192.168.1.1 Yeah, I'm on that page. Yeah, I'm on that page. 'One second. 'Um[silence]
20:00
Speaker 2
Okay. And just use your laptop still, connect it to your own WiFi. Let's just run a speed test from there and then we'll log into the router settings after. Connect your laptop to the default WiFi. I'm not overly default, but you're linked via your WiFi and we will access the settings from there, the settings of the router. Just pull up a browser. And then on your address bar type there, this number is 192.1.1. Okay. Are you now logged in to your Linksys Smart WiFi tool? [silence] [silence]
20:00
Speaker 1
Now. One second, it's decided to boot me out. Why are you not connecting now? Wait, what was that other website he gave me? Wait one minute. Yeah, no, it doesn't wanna get into that one. Give me a second. Let's try. Where is that? Myrouter.info.
21:00
Speaker 2
and 192.168.1.1
21:00
Speaker 1
Yeah, it's the main Wi-Fi. My laptop is not connecting to. So, I have to now connect to. I've got an extender in the house. I'm having to connect to the extender. The extension, Wi-Fi. Let's try this again. Okay, I'm in on the 192.168 page. I've done that. That's fine. I'm in now. Now it's showing internet online.
22:00
Speaker 2
Yeah, is it asking for a router password? Okay, first box there, is it showing no internet? And the routers main node now is it blue solid?
22:00
Speaker 1
main node is white solid. on the menu. I don't see priority anywhere. I don't see anything that says no, I don't see anything that says that no, it's on the top left, it says link cis now good evening. um, I don't know. yeah.
23:00
Speaker 2
Oh, I forgot. OK, you have a different dashboard. I remember. And your Wi-Fi is combined, correct? Uh, you'll see that one under Wi-Fi settings. Can you please check if your, on top is still solid white?
23:00
Speaker 1
yeah ok yeah got that. run the speedtest. ok hold on. www.speedtest.net [silence] oh god this is so painfully slow. no network server not found this is really really messing around. ok we're in ok do you want me to try the speedtest. oh I can run it. wait a minute. so what we're paying what should these numbers be.
24:00
Speaker 2
okay. And try to open a new tab. Just don't close that browser. Just open a new tab and then access speed.test.net and then check speed. Um huh.
24:00
Speaker 1
okay okay [silence] Oh, okay. Give me one second. Let me just see if you have a network port on your laptop. Can I have a look at the port on that? [silence] yeah, yeah, it's that one. Can I borrow your laptop for 20 minutes, please? I've got support on the line. [silence] I'm okay. I'm on the phone with support. Yeah, yeah.
25:00
Speaker 2
Oh, we don't know yet since we don't have a computer that can be hardwired. So if there is, we can check what's the real-time speed from the modem. We can then compare it from the Linksys. Is Linksys said that? Mm-hmm. Yeah, I'm still here. That's good. It's okay. So that we will know earlier if it's the modem or a lynx system that is having a, uh, slow internet.
25:00
Speaker 1
an inter screen any internet screen Tony gave me one second. Right, I need to get, oh my God, this is heavy. [silence] uh, no, no, no, no, no, no, right, okay, I have a laptop here that has internet capability, thank you for that right what would you like me to do, Mace, what am I doing? Okay. hm. sorry so, oh God. Okay, that's fine. Um, what do you want me to do? what what am I doing? Yes. Give me one minute.
27:00
Speaker 2
Community five ver is your Internet service, right? It's community five ver. Okay. Well, we need to totally bypass the connection now from link to this. Is someone on the internet now? Can we like? It will just take max of five minutes. We'll just? Okay. So, it's like this. Uh see that Ethernet cable hardware to the Linksys now main node. Just remove that and replace it with your laptop. So, wire your laptop using that cable.
27:00
Speaker 1
And take that out. I'm on a joint. Okay, you're in? Okay, yep. Um, whichever it is, just go on Google. Okay, yep. Wow, this is fast. I don't know if it's the. Oh, go away. Go away. Reject, don't want that. Okay, check the speed. Give me a sec. Um, I know you don't need to know my location. Wow, this is a fast laptop. Okay.
28:00
Speaker 2
Okay. Now, check for severe online so that we can then run a speed test. Okay. Try to access speedtest.net instead. Speedtest.net. Okay. Let's check the speed now. Right?
28:00
Speaker 1
Okay. Right. Why do you keep tapping out of the? Okay. I have numbers for you. I've got both, what's it called? Upload and download. But I've actually got both. I've got the one that was from Wi-Fi on my laptop. I've got both laptops sit next to each other and I've got directly networked, wired network cable. So I've got all sets of numbers for you. Yeah? Download.
29:00
Speaker 2
We'll then compare the speed it's getting from links later. Okay. Upload and download. Uh-huh. Just the wired connection. The wired one. Yeah.
29:00
Speaker 1
931.24 yep and the upload? Yes. And the upload 932.76. Yes. On the wired Yeah. Yeah. Okay. So just for your comparison when I did it on Wi-Fi,
30:00
Speaker 2
74 and BPS so that's 931 OK how about the upload? 76 OK now close that one completely and run a speed test again using a new tab Yeah still where just open a new tab new still the same browser just a new tab and speed test that net again
30:00
Speaker 1
[ 0m4s900ms - 0m7s430ms ] My download was five point four one. [ 0m15s60ms - 0m17s460ms ] And my upload was 12.66. [ 0m25s940ms - 0m30s30ms ] This is it. You know when we did um 10 minutes ago when I did it? [ 0m31s770ms - 0m32s880ms ] The speedtest.net. [ 0m48s440ms - 0m53s380ms ] Yeah, no, that's fine. That's fine. It's red, solid red. The parent node is solid red. [ 1m4s300ms - 1m4s900ms ] Okay, I have numbers. [ 1m10s220ms - 1m13s380ms ] Download 930.39. [ 1m19s100ms - 1m20s930ms ] 935.06. [ 1m27s250ms - 1m27s510ms ] Okay.
31:00
Speaker 2
mhm The Wi-Fi should not work right now, since we removed the Ethernet cable from your parent node. Okay. But your license now is not loaded. Is not white on top, right? It's now showing. Yeah. Widget. Okay, what's the speed this time? And upload. Okay. You may now reconnect the Ethernet cable back to linksys. [silence]
31:00
Speaker 1
One second. Okay, right, that's it. Yeah. Okay, we're solid white on the parent node.
32:00
Speaker 2
Okay, they have extra ether.
32:00
Speaker 1
Yeah, I have two. Yep. Ethernet to the same parent node or ethernet to the child node to the parent node, okay. Okay, give me a sec. Let me unravel this. It doesn't matter which one I put it in, isn't it? [silence] Which um, [silence] network port.
33:00
Speaker 2
Mm-hmm. Okay at the moment it's connected to the SIL. So it can't be making a connection to the main node. Uh-huh. That's nice. Let's just give it uh a few minutes to stabilize shall we? Yeah. that was connected. That's why it's able to.
33:00
Speaker 1
Yes um okay um I'm still connected to Wi-Fi on the um one second okay I've turned that off now yeah no I've turned that off now okay yeah I've turned off oh you know the speed I told you five minutes ago no that that wouldn't have been Wi-Fi would it no it might have been Wi-Fi because because I've got the extender I didn't realize I needed to turn Wi-Fi off okay [silence]
34:00
Speaker 2
okay. and open a new tab again and still run a speed test. let's check the wired speed if it's okay. maybe it's just the wi-fi. that is having an issue. laptop. can you disable wi-fi or just disconnect it to the wi-fi to make sure it's only wired? Aha.
34:00
Speaker 1
Well, let's see what this one does. We can run that again anyway. Okay, numbers, download 935.17 you ready for the upload speed? 931.34. Okay, let's take the ethernet out. Okay. Okay, ethernet is out. Turn on Wi-Fi. Connect to the main Wi-Fi network. And sorry, and then you said run speed test again. Okay. Okay. Hold on.
35:00
Speaker 2
Yes. and then this is for the upload now you may disconnect the ethernet cable and using the same computer. Connect it to your w-fi and we'll run a speed test after. Yes. [silence]
36:00
Speaker 1
It doesn't want to connect using my main Wi-Fi. So I have to go onto my extension network. So I've got a TP-Link extender in the house. No. No. It's not giving me any error. It's just not letting me. No, it's just not letting me connect to it. It shows that I'm connected. It shows connected to the network, connected to the Wi-Fi. But when I browse the internet one second again, no. Yeah.
37:00
Speaker 2
Oh, okay, you cannot connect to w- Wi-Fi right now. Wi-Fi for linksys, what's the error message? Is it incorrect password? But though, light and pop is white, thin. Okay.
37:00
Speaker 1
Hmm. What are you doing? I'm gonna try and run a speed test and see what happens. Oh God, that's struggling. No, can't reach this page. took too long to respond. Check the connection. Check proxy and the firewall. Error connection timed out. Yeah. But I can change my Wi-Fi network to the extension.
38:00
Speaker 2
got it, and that's for Wi-Fi, and then guess it will disconnect the extension.
38:00
Speaker 1
OK. Again. That was that was connected to the extension as well. Yes. One second. Right now I'm on my laptop, the one that doesn't have the internet cable. There's a little mute button on the side. Okay.
39:00
Speaker 2
the tender if you'll change Wi-Fi settings on the Linksys router side um it shows unable to connect to Wi-Fi now how about the other laptop? Um uh it's connected earlier to the Wi-Fi. Probably it's still connected right now. Oh to the extender so the speedtest that we're getting earlier 10.53 and then the 22.75 and bps was it coming from the TP Link extender? Okay but it's weird. You should be able to connect to linksys Wi-Fi but the error message was unable to connect or incorrect password, which one?
39:00
Speaker 1
it says uh check your modem or router disconnect and reconnect to wi-fi so it's not even letting me go on to the wi-fi um and again similarly on the networked uh laptop um took too long to respond check the connection check the proxy and the firewall error connection timed out so I cannot connect to the community fibre wi-fi at the moment at all okay okay okay do you uhm need me to use the additional cable or do you want me to take it out of the
40:00
Speaker 2
Uh-huh. Okay. W which, because it's just so incorrect. We will just wire again your computer instead and we'll access the settings of the, of the Linksys device. We'll just make adjustments regarding its Wi-Fi channel. The additional.
40:00
Speaker 1
Okay, additional cable, okay. Give me a sec. Okay. 192.1.41 I need to turn off Wi-Fi. Don't I? On the laptop because I'm now network cable. Why you not work. Why you not work? [silence] I've turned off wired and I am. [silence] I am wired wired. [silence]
41:00
Speaker 2
You can try my router, that info. Impossible. Wired.
42:00
Speaker 1
192.168.1.1. No, it really, really, really doesn't want to. Let me see. Yes. Oh, I have the internet. I just can't seem to get onto the website. Now it doesn't wanna. Your connection isn't secure. Now there's no advanced test.
43:00
Speaker 2
[silence] Okay, there, you're almost there. Just click advance and then proceed to or continue to transfer and confirm.
43:00
Speaker 1
Let's learn more. Verify blah blah blah blah blah blah. Oh I hate this for me in browser, it's so useless. What I've time. No I did this locking me Amazon advocates. Oh give me a button next I know there's the next because I did it earlier on. As you browse blah. Oh This is useless. No, it's not letting me. There's no sort of next or continue or anything like that. Let's try this for me. This is wired yet. My set up what what was it? Sorry, my router. Give me.
44:00
Speaker 2
of course you can continue. just keep this one for us and this is already the wired computer. okay My router.
44:00
Speaker 1
Oh, local. Not info. Router dot local. Ian let's try that. No. My local router dot local. DNS could not be found. Diagnosing problem. I think it's my router dot info. Oh, come on.
45:00
Speaker 2
Yes, all small letters, no spaces, my router, dot local, L-O-C-A-L. [silence]. [silence] If it's not appearing at all or it's inaccessible, we will check the IP address instead.
45:00
Speaker 1
Right. Checking the proxy and the firewall, checking connection. No, connection timed out. Yes. Yep, yep. Yep, yep. CPL. Yeah, we got that. Yep. One minute. on a second, right, press Windows E.
46:00
Speaker 2
that's not it still so this is a Windows icon right I mean this is a Windows computer okay there's a small search box on the lower left side of your screen can you see it okay type there these letters is N for Nancy C for Charlie P for Papa A for Alpha .cp l So Charlie Papa Lima and press enter And then just right click there Wi-Fi I mean Ethernet since we're hardwired right click Ethernet Donny
46:00
Speaker 1
It's giving me some other weird type. MCPA.CPL in the address bar. Okay, type eta. Sorry, yeah. What do I do? May? Yes. Um, I've got the control panel up that says network connections. I've got ethnet or Wi-Fi. Yep. Yep. Yep. What what did you need?
47:00
Speaker 2
Yeah. And just go to either net. and can you see there the IPE for default gateway under details to click details first [silence]
47:00
Speaker 1
Which address do you want me to read out? My it is for default gateway 192.168.1.1. Okay. Yep.
48:00
Speaker 2
OK. the IP before default gateway. OK, let's then check. This. speeduh on the same. M if you have there extra, let's try to access that IP address. Just open a new tab
48:00
Speaker 1
it doesn't matter which port the uh ethernet cable is plugged into isn't it? there's four ports and the bottom one is connected to the modem. yeah I didn't think it mattered but thought I'd ask. yeah but I was connected already yeah I was connected to the um extension Wi-Fi. and we can try again we can disconnect and just try the um we can disconnect the tower and connect straight into the laptop if you wanted to go back to a previous try.
50:00
Speaker 2
It doesn't matter. And you're getting a valid IP address earlier when we checked it. It's 192.168.1.1. So use that one and detach the stick underneath. Modem 5G? Oh, um, yep, you can.
50:00
Speaker 1
Yeah, that's timing, all right, let's just disconnect different cables. Okay, my router.info paying me you're trying to richly since now. So trying to administer LinkSys now based Wi-Fi seven router and reach this page. Reason did to one of these reasons. Your current device is not connected to your routers network. Your VPN is enabled. You're using a custom DNS provider. your device is connected to the LinkUp System router, so many VPNs connections remove any manually configured DNS server addresses and try again. And the and you're just not working either. Oh my God. which they do this to support the uh okay can I close all the previous charts would you want me to keep them open hey
51:00
Speaker 2
Once you're able to gain access, still can't Access speed test at now.
53:00
Speaker 1
kind of 1.68.1.1. yeah that is the right one. [silence] Okay, speed test on mode router wired to the laptop. We're completely bypassing the, the node. Hello? Yeah. 935.18 is download. 933.69 is upload.
54:00
Speaker 2
uh, huh. So your back to connecting the Linksys Smart Wi-Fi tools, right?
55:00
Speaker 1
Again, sorry, my mom, what? Can go there. No, no, I've not opened yet. I've not opened it yet. It's not giving me access to it. I've tried my router.trenet.com. I've tried my router.trenet.com. I've tried 19020. Nothing.
56:00
Speaker 2
you're back to Linksys smart Wi-Fi tools dashboard good at this point 1 uh okay all right connected no internet okay and it's only wireless now that it's having a slow speed were you able to log in to the Linksys now the the white page with the one nine two okay let's check the
56:00
Speaker 1
not able to either I'm not able to get on I can only get onto it on the extension Wi-Fi of the house but you don't want me on the extension of the Wi-Fi hold on on the Wi-Fi there is no status on there where do you want me in the control panel or on the
57:00
Speaker 2
Yeah. It's wirelessly connect, I mean, just disconnect the ethernet cable on that laptop. Let me just check the wireless link speed. Still go back to NCPA.CPL. So NCPA.CPL. And when you right click wifi, just go to status. And I need you to check what's the speed. When you right click wifi, it will show you the speed. Right click wifi and go to status. Just right click wifi. Go to status. [silence]
57:00
Speaker 1
Because the Wi-Fi is disconnected, right now. Yes. Yes. Yes. than this is very doubt it's great doubt because there's an X it's great doubt I cannot access status. Okay, hang on. I need to start internet again. On the extension, the status is... Sorry, what did you want from that? speed is one?
58:00
Speaker 2
That's okay, it will still show up as speed. Just right-click Wi-Fi still because once you type and CPA.the, it will take you to network connections, the Ethernet, the Wi-Fi. So right-click Wi-Fi and go to status. Under status, I see. uh-huh. I'll try to connect it to the extended name instead, the extended name which is from TP-Link TP-Link. The speed, what's the speed indicated there.
58:00
Speaker 1
144 oh, hang on. It keeps refreshing. Okay. 130.0. Um, and the second number, it keeps appearing and disappearing. Oh, no, it's gone. Why is that gone? That's disappeared now. Once, it was 130. Hang on. It's it's coming back up again now.
59:00
Speaker 2
One. Okay. What's the speed again? It's one. One three. Oh. Okay. The reason why we're checking that because it will help us to know What's the capable speed of this laptop when it's connected to Wi-Fi. So it has 130 and BPS only. And maybe it's because it's the range extender. That's why the laptop can only handle 130 and bps UP to 130 we don't know yet for the main Wi-Fi. But since [silence]
59:00
Speaker 1
Currently, the Ethernet cable is in my hand. The modem is not connected to the router by cable. Yeah? Because you told me to take the cable out, what do you want me to do with this cable that's in my hand? It's red. You told me to take the cable out of my laptop, but you didn't tell me to put it back in the tower. Do you want me to put it back in the in the parent node? Okay. I'm gonna do that in a minute. Right.
60:00
Speaker 2
it's connected now to the extended, um wifi name, you can now access again the settings of the router. Using still 192... that 168... Oh, uh you may... So the main node right now is not white yet. It's not solid white on top. Yeah, the way it was connected before. So... Mhm.
60:00
Speaker 1
I'll take that extra cable out as well, just so we're not getting confused with all these cables going on. Okay, the parent is now solid white light. Yep, just, yep, just trying that now. Okay, connected. Can't read it.
61:00
Speaker 2
Okay. and you try to connect now to the Wi-Fi of the main node, not to the extended one. just the main Wi-Fi. okay go back to NC PA dot C P L let's check this
61:00
Speaker 1
the status the status okay uh speed 286.80 meters check 286.8 meters nope having a Samsung have a Samsung I'm on the phone but I can give from my phone
62:00
Speaker 2
speed, the now of your laptop. The link speed for Wi-Fi. Yep. Two six. What was it? Two six? It has a very, I mean, when it comes to Wi-Fi, the link speed of your computer is not a gigabit. It's only up to 200. Do you have an iPhone? your phone. Just Samsung. Okay. Can you run a speed test on your phone? Yes. [silence]
62:00
Speaker 1
what network am I okay I'm connected to the main network as well oh god that's pathetic okay where's the rest huh why is that only giving me download and not upload The phone's only giving me download and not upload speed okay okay seventy four point two three yeah
63:00
Speaker 2
uh yes on the phone and the other one download because of the mobile browser 74.2. What can I do for you? Okay, I'm
63:00
Speaker 1
Your connection isn't private. I don't care. Continue anyway. Oh we're actually getting further than we have so far. Right, root password. Oh, this is going to be fun. Right, this is going to be fun. Oh, I need to share. This is just extremely. Log in. Okay. Okay.
64:00
Speaker 2
On the computer, it's up to 286 only. Now go back to your laptop and access again the settings of your link. So I'm assuming 192.168.1.1. Okay, just hit add one continue anyway, [ silence ] uh-m.
64:00
Speaker 1
I am in linksys now I got 2.4 gigahertz is enabled and the 5 gigahertz is not enabled. The guest is not enabled.
65:00
Speaker 2
Okay. Can you click the menu tab? And under menu, go to incredible Wi-Fi. Okay. And both are enabled there. Now, you will see the channel which is set into auto, the last tab, the Wi-Fi. Channel. Oh, that's why you're getting a slow speed for Wi-Fi. 5 gigahertz is the one giving you a great speed, but for a shorter distance only, while 2.4 can offer you a longer Wi-Fi coverage, but when it comes to speed, it's not that great. Uh are you the one who disabled the 5 gigahertz? Uh-huh. uh yeah don't worry if both bands are turned on it will not um make any uh um trouble with the Wi-Fi connection in fact it will help you to have a good signal so just turn that one on that's okay the guest that's fine if it's off only the five gigahertz and 2.4 band should be on right now once it's back on just save it and then uh you already click on save which is on the lower left side
65:00
Speaker 1
Changes saved, yeah. Yeah, it's just one, the 2.4 is is just the name and the the five has an underscore five at the end. Turn to the. Hold on a minute. No, it's not showing up. Give me a minute. Not showing up.
67:00
Speaker 2
Okay, got, go back to your phone, turn off the Wi-Fi and then turn it back on. They have the same Wi-Fi name, right? Uh huh. Okay, so connect your phone to the 5 gigahertz. Not yet, okay. You can try to turn off and on the Wi-Fi on the phone.
67:00
Speaker 1
Okay, Yep. Okay, I'm in. Yep. I'm on number five. yeah, I'm on the five. axis what sorry, you cut out a little bit. Okay. Yeah, and test again. Oh, good god. That's gone way high. 759. Yep.
68:00
Speaker 2
Five gigs, okay. You can access again, a test. net. Yes, speed test. A access again the website on your phone. Okay. It's still calculating. 75, 9. All right, you can check the speed now, close it on your phone and let's go to your laptop, connect it to the 5 gigahertz.
68:00
Speaker 1
Yep. Okay, let's try that and connect it to five. Connected? Okay, connected? Yeah. Okay. Okay. Oh, that's not as fast as it was before. 374.5 download.
69:00
Speaker 2
Can you see the 5 gigahertz? Some laptops can only see the 2.4 Wi-Fi, but maybe yours can detect the five. Okay. And then speedtest.net link still. Open a browser.
69:00
Speaker 1
Yeah, and 572.87 upload if you want that number as well. Is that on status? 1.2 gigabytes per second. Giggabits per second.
70:00
Speaker 2
Speaker1: 374.5 down. Okay, much better compared to the first speed we're getting earlier. It's around 10 only. So let's check. Can you go to can you go back to ncpa.cpl? Let's check the link speed now under Wi-Fi. line, okay, all right. So the link speed of your computer improves now. It's capable of a gig speed. Go back to the browser and then check the speed again, if it's increasing. Open a new tab and speedtest.net still. [silence]
70:00
Speaker 1
Yeah. Just so you know, you know the two child nodes that I've got? What one of them is now a solid white. The other one is still blinking white. Well they're both like within they're both within 30 centimeters of the main node. Both of them are sitting 30 centimeters from the main node. Um uh speed test uh 3 74.36 download. Okay.
71:00
Speaker 2
uh-huh nowhere near the main node, right? the bond at this blinking okay for the blinking white node, can you press and hold the reset button on that one? just keep holding it until the light goes off on top.
71:00
Speaker 1
red pale red Okay, it's gone off it's now blue okay Okay, in meantime you want me to log in again Oh Okay, no that's just blinking [silence]
72:00
Speaker 2
Okay. and it will lit up solid blue. will blink blue after and will go back to study blue which means it's ready to be connected. let me know once it will have a study blue light again.
72:00
Speaker 1
[silence] We are steady blue. [silence] Yep. [silence] My node one. [silence] Okay. [silence] Okay. So the main node is, why are you doing that now? That's a good who's blinking currently.
73:00
Speaker 2
Okay. So the main node and then there's a pair button underneath. Just press it one second and then let go. So press and then let go the fair button. Okay. Okay. It's looking for nearby.
73:00
Speaker 1
yep. yep. yep i'm trying to log back into the link this and it's not letting me currently so it's uh that's what it is okay. okay.
74:00
Speaker 2
If a child node to connect and that solid blue node will start blink, which will just take three minutes max. If you have something to do, you can do it for the meantime. While it's pairing. [ silence] Ah, yes, since the main node is still flashing, it's still busy connecting the child node. In the future, just in case you notice one node, one extendo or two is not online, just place it within five beats from the parent and have it reset. So that it will have a steady blue light, which means it's on setup mode. You can then press the pair button on the parent. All nearby links, the within five feet will connect.
74:00
Speaker 1
Sorry, what was that last bit? After I put it within a meter of each other, then what? Press the pair button on the parents and then But if this happens, then, I mean, I'm going to put these child nodes around the house. I don't want to keep disconnecting it. Bring it back to the to where the parent is, have it connect again and then have to take it around. I don't want to be doing that.
75:00
Speaker 2
Yeah. Within five feet, if you press the pair, button all nearby links us, within five feet, will be able to connect. Yeah. Uh, just in case, if ever it's not working, but if ever it's just flashing white on the same location, you can try to like, just restart it by turning it off and on. It should connect after, but still, let us know if ever it has a problem. I created a ticket here for you, so that we can track if this is a repeated issue or if it's just a repair.
75:00
Speaker 1
Okay, both are still flashing white at the minute, so I haven't I haven't moved them yet. That was the whole point today that I needed to finish setting up my own laptop because now my laptop is the one that's not connecting properly. And I needed to connect my laptop and then um then I could start moving the nodes around, but Okay, interesting. I've now got two child nodes that are solid white and the parent node is flashing white.
76:00
Speaker 2
okay, does the study white child node there, you can actually relocate that one back to its to its location. that's all ready okay, got it, so yup later on once this child node is back online that means it was able to pair the child node. it's just finishing it off.
76:00
Speaker 1
No, I can't. It's not letting me log in yet. Not letting me log in yet. Yeah, I've tried. It's not letting me. I'm on number five. I'm on five. Yeah, I'm. can't reach this page.
77:00
Speaker 2
Now, access the settings of the main node and on the home button, it should show two nodes online, three nodes. You can refresh the page. Or you can open and oh, check your computer. Probably it's reconnecting to the extender's Wi-Fi. Just double check the Wi-Fi. Okay. So, you can open instead a new tab and we access 192.168.1.1. Okay. Can you try myrouter.info? Myrouter.info. Oh, you don't need the dot before info, one last time? Myrouter.info. Right? Or myrouter.com. Oh, gotcha.
77:00
Speaker 1
[silence] No. [silence] It doesn't like that page. [silence] No, it's just gone steady white. [silence] Okay, I'll Hold on. Let's go back. [silence] 192.1.1.1.Oh my god. This is so painful. [silence] Unreachable. [silence] I'm on my son's laptop. I haven't got a clue how he saves [silence] Oh, let me go to my own. [silence] Um, [silence] Okay, I're using Safari. Let's see if this work. [silence] This go this works.
78:00
Speaker 2
Okay. Let's try to access it once it's back to steady white. Is it still flashing? Is is still flashing? Can you still site can be reached? Okay. Can you try to use a different browser? Excellent. Yeah. [silence]
78:00
Speaker 1
[silence] Which Wi-Fi do I need to be on, the extender or... the not extender? Okay. [silence] Does this work? [silence] Oh no, it doesn't want me to log in. [silence] Now. Right. Let's try number five. Yeah, that's not letting me do anything either. Oh, hang on, hang on, hang on, hang on. It it's not doing anything so it's doing something. Yeah, and it's just, oh man, what am I on? One second. Let me just. Yes, I know. [silence]
79:00
Speaker 2
I'm especially the, IP address changed already. You can go back to NCPA.CPL and let's check the IP address again under Status Details. [silence]
80:00
Speaker 1
change, Wi-Fi. This the word. Checking connected login. No, it really doesn’t like that. Okay. Um, of the five, the status on five is 1.2. And okay, let me use my laptop. On the details. Hang on, I'm on the wrong laptop. Give me one second. Network. Hmm. M C P
81:00
Speaker 2
Go to details and we'll check what's the IP address. Yep.
81:00
Speaker 1
okay dot c p late no you're not going in work either um advanced network settings this one do no do no that's not working right hold on ncpa.cpl what was that oh there is cpl right yeah i'm on the right go away Windows
82:00
Speaker 2
And CPA to CPL.
82:00
Speaker 1
okay so MCP a dot c p mp uh sorry, you said status and then details, and you wanted the default gateway, was it, yes, one nine two Oh 168 1 1
83:00
Speaker 2
uh-huh yeah, the gateway, what's the number? [silence] okay, it's still the same numbers then, oh, so, yeah, try to access it again using that numbers on the same laptop [silence]
83:00
Speaker 1
Why are you not working? Is not doing anything. Let me change Wi-Fi networks. Let's go on to number five. No it's not letting me log in. It's not accepting the password that is from the bottom of the router. Which is a bit crazy because I've been using that same password. Yeah.
84:00
Speaker 2
It's still just keeping loading. uh-huh. Oh. It's asking for router password now. You can click there reset below. You need to update it now. [silence]
84:00
Speaker 1
[loud breathing] No. Admin's not working. Yeah, because I was logged in here earlier and I was using the root password and that's not working right now either. I'm not affected. Please, what? Oh, man, this is painful. Yep.
85:00
Speaker 2
Don't worry you resetting the router password. Will not reset your main Wi-Fi. You're just updating the login. Even admin is not working. All small letters, a d m i N. So, but can you see a reset password? [silence] You're back to the login page, right, asking for router password.
85:00
Speaker 1
Forgot password. Forgot password. I don't... Yeah, I don't want to reset that password because at least that's something that I... Okay. Okay. Okay, on a second. I'm just doing something else there, just one second. I'm just trying to get
86:00
Speaker 2
Yeah, but it's up to you. What password you want to create? Now, if it will ask for recovery key, it's underneath your, any of your Linksys tower is there. The five digits code. So you can check. So you can try that. You can try to input that one there.
87:00
Speaker 1
Okay, continue. Can I not just go onto the extension and then on the TP link extension? Right. Yeah, it's not on the extended one. I think it's on the main one, but I don't know what's going on. Right. This screen is totally frozen on the forgotten password and the recovery key bit. So I'm going to close this tab and then start it again and see what happens.
88:00
Speaker 2
know, the one that gave you Wi-Fi, you know what the third party or not even even if it's against stander our regular extender it can only broadcast half of this Wi-Fi speed. So if it can only broadcast half of the speed, it will get even less when connecting to other devices. So for your TV that you experienced buffering when watching Netflix, try connecting it to the 5 gigahertz Wi-Fi. five or the 2.4 main Wi-Fi not the extended one.
88:00
Speaker 1
No not on five and not on regular info you know Lemison not one either it was working fine until May, this is not meant to be so difficult to set up. I mean, the engineer came, he left three days later, and I'm still struggling with just even getting basic internet going on the... It should not be this difficult. But may, we didn't really... we didn't really... we didn't really change any settings. I mean, all we did was turn on the 5 gig Wi-Fi, that's all we've done and that's it's... it's an hour and a half and that's [ cut off ] they've done internet.
89:00
Speaker 2
Indeed. This device is designed to be user friendly. We just corrected the settings a while ago. And right for the speed, rest assured. There should be no problem with that one moving forward. And for the router password.
90:00
Speaker 1
That's all that's happened. So I did that, I've been doing that for like a million times today already. I've been trying to get the connections going and it's just not really worked. So this, trying to reset the password is not working. It's not, it's not accepting the uh recovery key. It's freezing on the recovery key. Yeah, it's just freezing on that number. Yes.
91:00
Speaker 2
Uh, yeah, cuz we tried to diagnose the speed from the modem, just to really make sure it's fine, and indeed it's okay, and earlier when we logged on to your linksys, we ended up resetting the node, the child node, cuz it's not connecting anymore, but that should work. Uh-huh.SilenceIs it, uh, every time you save the password, it's not accepting it?SilenceIs that what's happening?SilenceThe five digit number. SilenceUm, are you getting it from the parent node?
91:00
Speaker 1
and you still okay all right you don't want me to be on the extension okay let's try it okay okay no you're not doing anything I'm not accepting anything it's just freezing on that
92:00
Speaker 2
Okay, you can try the child nodes recovery key instead, so that it'll go through. [silence] Um, how about this, can you close that page completely instead and open a new one?
92:00
Speaker 1
Yeah, I've done that a couple of times as well. Yeah. Oh, sorry. I have to say it's saying. Yeah, yeah. Yep. Um, the other one was not even going onto the 192.168 page. I've had that trying to refresh on the page for ages as well. So we are having some serious internet situational issues going on here.
93:00
Speaker 2
and you're doing it on your own laptop okay the recovery key should be accepted but it turns out it's freezing every time you're doing it um can you try to do it on your you have their two laptops, right you have their two laptops right now one from your okay can you try to do it on the other laptop yes and the other one is connected to the Okay. If it still doesn't [silence]
93:00
Speaker 1
Okay, hang on. Yeah, no, it neither laptop is allowing me to connect to 192.168.1.1 or myrouted.local or myrouted.info. I'm getting nowhere with it. Right. How do I do that? Okay. Does it need to be off for a certain amount of time?
95:00
Speaker 2
[silence] Welcome tomorrow. We can try to to restart the main node. possibility by just you know just switching it off using the switch underneath, and then switching it back on after. So you can try to restart the main node now. You can use the switch underneath, just switch it off and then turn it back on after, just 10 s.
95:00
Speaker 1
[silence] okay you're back on. yeah everything's rebooting. the child knows they're all red and the main parent is on blue.
96:00
Speaker 2
Okay. I'll just reboot again. [silence] Okay.
96:00
Speaker 1
interesting the mean route has it's only got two solid lights on there now oh no it's the third one's flashing now as well okay I thought that that was but that was okay okay the parents on solid white now only seem to be working but I go on the extended did Wi-Fi and you definitely don't want me on the extended Wi-Fi. So we are a bit at start. I'm just trying to log on now. Okay. Right. Okay. Which um recovery key do you want me to use?
97:00
Speaker 2
extended then. Okay. And you're back to reset the password? Okay. Okay. No.
99:00
Speaker 1
It's not doing anything. No, it doesn't. It's not doing anything. Yeah, it's just You press continue and it does nothing. Nothing, nothing. I can keep pressing. You can see I can keep going off there and on there and I keep pressing and it's not accepting the forget password button. The recovery key button. Yeah.
100:00
Speaker 2
[silence] Okay, hopefully it will go through this time. It's still freeze? [silence] Not even a loading icon on the address bar. Okay, it's still stuck once you click on continue. Uh, one second, cause we've already tried different browser. This standalone.
100:00
Speaker 1
Yep. Yep. Yep. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Can we start? Yeah, gotcha. Yeah. Yes. Yeah. Monday, three days ago. Hey May. Eva? Yes, Monday, this week.
101:00
Speaker 2
hi. Thank you so much for staying on the line. Can you hear me? Okay. Yeah. I just asked Mr. Technician what else we can do for this one. Just to verify the page that you're routed to when you try to reset the password. It's a white page, right? It's still a white page asking for just making sure that you're routed on the correct page, one second. You have this link just device since when? When you bought this one. Ah just the
104:00
Speaker 1
So three days ago, So yeah, I'm sitting in front of them. It's like I have two laptops and three parent child nodes in front of me. I'm sitting in a Samsung shop right now. It's a little necessary. Okay, okay, sorry. So, I like this one. Which one first?
105:00
Speaker 2
Okay. Yeah, I just talked to my senior technician again. And, um, well, you still have enough time for this one, Joaquim. They're last since you just bought it three days ago, uh, it needs to be reset, all of your nodes. And it needs to be reconfigured back. But good thing all three are still on the same location. Because we can just set it up all together. Yeah. Okay. . All right. I need you to press and hold the reset button of your child and the main node, but you can do it one at a time. Press and hold until the light goes off.
105:00
Speaker 1
Okay, how long am I holding it for? The reset button. Okay. All right. Okay. It's gone red, getting fainter. Red is gone. Shall I let go? It was solid blue now. Shall I let go? Okay. Both of them. Same thing, yeah? Yeah. Okay. Red.
106:00
Speaker 2
Let's start with the parent node. So press and hold until the light on top goes off. Let go after. Yeah, press and hold. Okay, keep holding. Yeah, let go. And do it now on the extender. Each extender. Mm-hmm. Yep, same thing.
106:00
Speaker 1
okay that's one down okay the other child okay they're all hard reset sure yeah
107:00
Speaker 2
when I asked my senior technician about this, he encountered the same issue as yours. And when he did a reset and reconfigured, it fix everything. And same to you, uh, when he bought the device, uh, he also experienced this one. But yeah, what he did was he reset all his nodes and reconfigured everything.
107:00
Speaker 1
I had a feeling that that's what you were going to say to do a factory reset on the nodes. [silence] Well, I mean, I can't really be without internet. I've got a smart house with cameras and smoke alarms and everything everywhere set up, so I don't really want to. I've now gone back like four days worth of not having internet if I have to go and set up the entire house all over again. [silence] Okay, we'll see how long this goes on for. [silence] Um, no, it's flashing white at the minute.
108:00
Speaker 2
but no worries just in case after this if you still have issues you can called us back since I documented all the troubleshooting steps we did right now. indeed let's all we'll just proceed to this um best solution instead which is just reconfiguring everything the main node is having a steady blue light now.
108:00
Speaker 1
the two child nodes are steady blue? (sighs) Not yet, because I don't have, the wi-fi is not just come back up yet, because it's flashing white. It's not. It's not ready yet. Well, it's not a solid light white or blue. It's not a solid light yet, still flashing. No, flashing white. Yep,
109:00
Speaker 2
Okay. And can you connect your laptop now to the default Wi-Fi name of the main note that's indicated on the sticker? [silence] It's not yet blue. Okay. [silence] Yep. [silence] Flashing blue. [silence] And that's the main note, right? Okay. Maybe
109:00
Speaker 1
Yeah, I think so. Okay. Okay. Hello. We've just factory reset it, so it's going to come to the default. Because we've just lost theYeah, we've just lost all the settings that I did, isn't it? So it's going to go to default.
110:00
Speaker 2
it's starting to set your Wi-Fi now. Okay, let's just wait for it to turn to Wi-Fi. Since it's still wired to the main node, it will auto configure itself. Name, yup.
110:00
Speaker 1
Hang on. I've just logged on to the default Wi-Fi name that comes, yeah? And the password on this is not working. Yeah, it's, it's not, it's, it's not working. Oops, something went wrong. Please try again later. Yeah.
111:00
Speaker 2
after this, we'll access the settings again and we'll change back the name the way it was, exactly the same, so that your devices will just gonna auto-connect. mm-hmm. Yep. And it's under the sticker underneath the main note. It's showing incorrect password. Let's forget the network then. You can go to the Wi-Fi settings or you can click the Windows icon there on the lower left side and then go to settings.
111:00
Speaker 1
The default or the ones that we, the default, forget the default or forget my, my home, names names, MyHime, names, Okay, forget that. Yep. Yep. Okay, enter the password, right? Okay. [silence]
112:00
Speaker 2
And then network and internet. And then if you click Wi-Fi there, there should be manage known networks. Okay. Click that one, and forget the network for your main node. Wi-Fi name the default name only, the default name only. Not the home name, but just the default, default name of the parent node. Okay. Now, try to pair to Wi-Fi again, it should ask for a Wi-Fi password now.
112:00
Speaker 1
Okay, connected? Oh man. My router.info Router password. No, it's really, really, really not working. [silence] oops, on, whoops, something went wrong here, try again later, [REDACTED_PAYMENT_DIGITS] Yeah, I tried that as well and it didn't. Myruteratar info Yep. Okay. Password. Yep, yep. Login. Oops, something went wrong here. Please try again later or forget password. It is not accepting the default password that I've got on this card with the QR code. Router password is the same as Wi -Fi password. Not letting me log in.
113:00
Speaker 2
Oh, I forgot you need to use my router.info on the address bar. Your main node is back to solid white now, correct? Okay. And what happens when you try my router? Something went wrong. Um, Okay. And you're still stock on the recovery key or not anymore?
114:00
Speaker 1
I'm on the website. Oh, so you want me to put the recovery key in. Okay, I'm going. Yeah, the screen's frozen. That's not doing anything. It's not moving ahead. It's not doing anything. Yeah, I can click it, but when I click it, it does nothing. It doesn't move on, the page doesn't refresh. It doesn't say, okay, we've sent you an email or this is your new... It's just sitting there and I can still see my recovery key.
115:00
Speaker 2
try to click on forget can you still click on forget the network I mean the reset password for router forgot password yes but the continue option it's highlighted right when you're okay same thing okay you could
115:00
Speaker 1
Okay, hang on a minute. You want me to watch? Sorry, say again. Yeah. Okay. So just put the cat five cable from the parent into one of the child. Just put the cat five cable from the parent node and plug it into the child. Is that what you want me to do? Yeah. Okay. Okay.
116:00
Speaker 2
can we now unplug this current parent node and wired instead one of your extender directly to your modem swollen? Let swap that instead. one of your extender and set it up instead as the main node and set aside the original main node. then. Yes, please. You can replace it now. %uh
116:00
Speaker 1
The passwords and everything. [silence] Okay, I've plugged it in. What do I do now? [silence] Yes. [silence] No. [silence] It's solid blue. [silence] HH872 [silence] HH872 [silence] No Wi-Fi network found.
117:00
Speaker 2
Exactly. It's like setting up a new network using a new parent node. okay, and it stays blue, not flashing blue. okay, Can you connect your computer now to the new name of this, new parent node to the new IP address? [silence]
117:00
Speaker 1
Doesn't that need to turn white? It's currently blue. Oh, okay. Yeah. No, it Ruby to days ago when you told me to reset the child and the parent notes, you know, when we did the factory reset. Yeah. Yeah. Yeah. Yeah. Yeah, I've transferred the cable, but now yeah, that's the the the child nodes are still blue. Or well, one of the child that is now the parent is still blue. Okay, hang on. The new parent is now flashing white. Do we want to wait or do we want to... Okay. Okay.
118:00
Speaker 2
the ethernet cable is now plugged in on that new main node And, did you unplug the the power adapter earlier? Probably it's still rebooting Okay, so it's plugged in the whole time to the outlet now. What you just did is you transferred the ethernet cable. Okay. And you Okay. and you Okay. You can press now the pair button one second only on the new parent node. Ah, okay. let's wait since it's finally you're flush right now we'll wait for three minutes max
118:00
Speaker 1
Hold on, I need to turn this upside down. Um, 8872. Okay. Connect. Password. Okay. Oh, good God, that's a freaky password. Right, let's come over here.
120:00
Speaker 2
Okay, can you see the network now on your computer?
120:00
Speaker 1
Okay, I'm connected to the new parents. Yeah. So, how do I reset this one then?
121:00
Speaker 2
you're routed back to Linksys now page. Okay. I need to turn on the original parent node but just connect it wirelessly. We need to reset that one and add it as a child node only. So, press and hold the reset button until the light goes off on top or it turns to steady blue. Let's go after immediately.
121:00
Speaker 1
All right, that's done. Meantime, I'm on the link system, my router dot info page. It's asking me for the rooter's password, so I'm going to put that in. Or not, do you want me to stop for the minute, or do you want me to carry on? Okay. Okay, internet connected. [silence]
122:00
Speaker 2
uh, just go on, it's fine, while the child node is restoring, okay, and then let's wait for this child node
122:00
Speaker 1
Do you want me to carry on on the my router.info page? [silence] One second, turn on guest, no, no lights are always on, yeah. Yeah, it's it's going through that for the moment. Um, my new child, in fact, both of my child nodes are solid blue. [silence]
123:00
Speaker 2
Y. just you know login. Like you can see the tools home menu support. Oh, I think you're routed to the setup process or setuppage. Okay. Okay, alright. So just finish that one. The one that you are having on your computer screen. Later part it will ask you to add child nodes.
123:00
Speaker 1
Okay. John okay. I'm on the link the page. Good evening. Yeah. On the home button. Yeah. Says up to date. Yeah, Up to date. Yeah
124:00
Speaker 2
Okay. So, let's add the child node right now under instant topology. I mean, you're still under home button. And you can, what's the firmware that you have there. Can you see the firmware? Is it showing up to date? Okay. That's good. Now you can click the menu option. And then, one second. And you can click.
124:00
Speaker 1
Yes, seven two echo. [silence] One zero mother. [silence] Two, Charlie four one three eight. [silence] Wait. [silence] Okay, hold on a minute. [silence] Three, four, one. [silence] Yes, seven two echo. [silence] One zero mother. [silence] Two Charlie Fox trot. [silence] Three, four, one, three, eight. [silence] Yeah.
125:00
Speaker 2
on instant topology okay and you will see there only one node and the status there is already wired is that the I need the serial number of the new parent node it's there indicated uh it's on the dashboard okay all right thank you now can I go back to the uh uh steal the menu option on the left side where it's set up a new product
125:00
Speaker 1
yes Thank you Having My parents just got a green light on top. I've not seen that before. On the screen, yeah. But the parent has got a green light on top. Okay. Oh, man.
126:00
Speaker 2
And you can just click there next, since the light is already steady blue. And it should detect two nodes. And it's searching nodes right now on the dashboard, right? Okay. It's okay, cuz it's searching nearby nodes now.
126:00
Speaker 1
parent is flashing white and both child modes are flashing white everything's flashing white at the minute. Nothing's stabilized. Onboarding nodes. Yeah. Onboarding nodes, bringing a nodes online. Is this doing the pairing digitally the one that we were doing earlier on? Okay. Mm-hmm, mm-hmm, mm-hmm. Okay.
127:00
Speaker 2
5 4 3 2 1. Is it still searching? Good. Okay. I'll start my timer. High. Now. uh-huh. Yeah, so the the other way around is the 5 press uh I mean the pair but uh the pair button which is pressing it one second. Other way around is this one on the dashboard.
127:00
Speaker 1
Now, what I'm obviously going to have to do at some stage is unplug once we're all stabilized and things are working, I'm going to have to unplug the old parent because that's sitting next to the router, and then swap in the new parent. Yeah, we'll be a child. Yeah. No, I get that. But it's just that because the way that they're currently positioned, the old parent was sitting next to the router and plugged in next to the router. And the two child nodes were were plugged in the other side of the room. And now because we've swapped around when when What?
128:00
Speaker 2
From now on, your new parent node will be your main node. And the original parent node will, you can transfer that one exactly. Uh-huh. Okay.
128:00
Speaker 1
[silence] of the and one the children. I'm gonna have to swap the characters around once there, once everything's stabilized and set up. No, you didn't. We no no no cuz you got me straight into doing the um the pairing, the digital pairing. Yeah. Which is still okay. Okay. Okay. Okay. Okay. Yeah. It's well the screen's updated now. I've got three next. Okay. Yep. That's it. Right. Can I go to incredible Wi-Fi and stick the names in now that I want? Uh, what did she say? She said, turn off quick setup. Is it?
129:00
Speaker 2
[KEEP_UNCERTAIN] yes sure and we, we, able to update the name earlier or not yet the Wi Fi name? we have some The child node. Okay. Got it. We have one minute left. So after this one got paired, we'll then update the name for each two point four and five. Okay, you can hit next or done with adding. Okay. Exactly. Mm hmm. it's asking.
129:00
Speaker 1
<start_of_audio> Yes. no, it's only giving me one, it's only giving me one name, I think the first time I did this, I was on the phone with someone. And what they said was you have to turn off quick set up and then that will give you the 2.4 and the 5 gig wi-fi channels. Right now, I've only got one channel available. So uh, right turn off, okay, now it's it's available, right? So let's get some names in. [silence]
130:00
Speaker 2
You're under Incredible Wi-Fi now. Okay. Yeah. Just leave us still both bands on and you can edit the name. How about the password? was it indeed Mm-hmm, that's correct. so you can turn it off the quick setup. Were you able to change as well the password? Okay. And saved again.
130:00
Speaker 1
That works then. Oh, man. Yep. Yeah, I'd rather not touch my phone cause we've been on the phone for so long. I don't want to disconnect the call.
133:00
Speaker 2
is still saving. Hmm. That should not take more than a minute, but you can check your phone if it can detect now the new Wi-Fi you created.
133:00
Speaker 1
on the other laptop yeah they're showing so because the the lights have stopped flashing as well on top of the nodes so i'm not too sure what it's doing here yeah but when i do that then it's going to um No, somehow it's managed to connect to the extension. router not found, you're not connected to your router. okay
134:00
Speaker 2
okay. oh, all you need to do is to reconnect this laptop to the new Wi-Fi so that it will not uh because it's stuck on that message now. uh that's okay. just check your laptop if it still connected on the same network. okay, you may now you may now connect to the new Wi-Fi.
134:00
Speaker 1
Yeah. Yeah. Yeah. Okay, connect it. Try again. Let's see what it's doing. Route not found. Oh fabulous. Yeah. yeah, I did. yeah, I'm connect to my home. Right. But now my page is totally frozen. So what do I do? I log out of my router info and then log back in again or what? I'm stuck now. I can't really do anything. Right.
135:00
Speaker 2
[silence] [silence] your laptop can see this time the new wi-fi you created? [silence] correct. [silence] ah yeah, because it's no longer connected to Linksys wi-fi. reconnect it now to the new wi-fi. [silence] Okay. and you can relocate this now. I'll just stand the line to make sure the extenders will still go online once they relocate. [silence] it's okay. the wi-fi name has been updated. You can close that page now and just relocate the extenders. and you mentioned about the how the maintenance window can go on. [silence]
135:00
Speaker 1
Okay, hang on one second, because, um, I want to log back in onto the linksys page, and I want to see that I'm logged in, because I can't deal with this another two and a half hour call. And we are now stuck. And I'm not showing anything, right, 192.168.1.1. Okay. Right. Yep. That's the only one I could have used at the time, because you said, because we've reset the whole network.
136:00
Speaker 2
Node is being connected now. So just, uh, reconnect the way it should be as long as the new parent is still the one wired to the modem. Ah, sure. Mhm. Yeah, sure, sure. Uh, did you use T earlier my router that info? Mhm.
136:00
Speaker 1
nothing okay, let's try for Alright, it's thinking about logging me in but the page actually isn't, nothing.
137:00
Speaker 2
If it's not working using one nine two, you can use my router.info. That's the other server U-R-L to access the settings.
137:00
Speaker 1
coming up. And we haven't actually solved the protocol. No, we're back to, oops, something went wrong. Please try again or forget password. One second. Let me try the more. now. No, that's blank. That's a blank screen. So we've not actually solved anything. Well, 12.168.1.1 I'm now on to a Chrome browser. I was on Mozilla.
138:00
Speaker 2
hold on, okay, okay, hold on, service side, let us see, can you see the login instead? Can you use a different browser? Is that a Chrome browser you're using? Okay, earlier was it Edge? No, no, no.
138:00
Speaker 1
No, that's not working on Chrome. Right, let's try it. Myrouter. Info. I can't reach the stage. Well, let's try five. This is with all respect to you, we've been on the phone for about two and a half hours. We still haven't resolved any problems. I mean, all we've done is just hard reset, factory reset, the routers and changed the router from one to the other. Changed the parent to the child or the child to the parent. We've not actually resolved the problems that I had. Unreachable. Unreachable. 192.168. Can't reach this page. It's unreachable. Search the web. Myrouter.info. Can't reach this page. It's unreachable. Yeah, I'm on the 5G network.
139:00
Speaker 2
when you used 192.168, is it at that time you show uh you can see if something went wrong or was it the my router.thatinfo didn't reach the page and uh please double check your laptop if it's connected to 5G. okay uh for the last time let's check it or let's try it on your phone connect your phone don't worry if everything will be disconnected I'll call you back connect your phone to the 5G and try to access that using your phone if we will get the same error
140:00
Speaker 1
Thank you. [silence] Oh simple. Hit the [silence] [silence] Something went wrong. Please try again later. [silence] Or forget password. [silence]
141:00
Speaker 2
mm hmm [silence] Okay, let's try to forget the password now and we'll see if the recovery key will still not work.
141:00
Speaker 1
Nope, frozen screen. Before it's blue. You can press it and you can keep on pressing it and it's not doing anything. Correct, it's not going through.
142:00
Speaker 2
Get pass word. It's still greyed out, stayed greyed out. Same as last time. Okay. Again, when you input the recovery key, it's not going through. Okay. Okay, one second. Okay.
142:00
Speaker 1
Okay. Right. But what do I do in the meantime, because we've reset everything. I can't get onto the settings of Linksys.
143:00
Speaker 2
All right. I already informed my senior technician about this, and it needs to be escalated. Right now, you still have internet. You can use it for the meantime. Regarding the web user interface, they're gonna fix that one for you. Just keep your lines open, and right now, it's already beyond the callback time, but just keep your lines open. They're gonna call you within 24 to 48 hours, and just in case you miss their callback, don't worry. They're gonna send you an email providing their callback number.
143:00
Speaker 1
All of my devices have reset. So I'm now going to go through and then reset all of my devices again. I mean, what do I do? We've, we've gone backwards. No, no, that's not May. That's not the only problem. I'm looking on my app and all of my smoke alarms, cameras, everything is showing offline. and I have to go through and manually on each device get it to reconnect to the same network because it's broadcasting a different SSID. So I've now got to go through and do all of that all over again because we factory reset everything.
144:00
Speaker 2
What you need to do for the meantime? Nothing. [silence] Because we created the same name and password. Remember? It has the same name and password now. So all you need to do is to relocate this child nodes. Since everything is still online. Actually the speed is fine. The only problem is about the web user interface. [silence] You can't log into it for the meantime. Your nodes. [silence]
144:00
Speaker 1
so I'm now back to day one and I'm also further behind from where I was two hours ago. two hours ago, my TV kept on disconnecting and the child nodes weren't connecting. I've now got child nodes connecting. we haven't looked at what the TV is doing, but all of my devices now have to be recomnected from scratch. everything around the house [silence] right.
145:00
Speaker 2
Um, it's like this. It's like this. They don't have signal right now because all the nodes are gathered in one area. But once you have this one relocated nearby to those uh devices you mentioned, it should auto connect despite the nodes being reset and reconfigured because the same name and password were created. So once you transfer the child nodes near to those devices, they should find a signal. It should not uh be hard for you.
145:00
Speaker 1
We need parent and a new child. Right. So I'm going to just swap these two around. Uh huh. All right. Okay. God, everything's gone off again. Okay. What have we got? What's got this one, isn't it?
146:00
Speaker 2
You see to like bear them back seems the same name and passwords were great. Uh huh. Okay, we'll just wait for it to boot up. We'll take your domain. We'll go back to live.
146:00
Speaker 1
So. Wasn't this one working. Wasn't this one working. Didn't work. Now. Yeah, let's go. Uh. Well yeah. right. So, I mean, you said you traded a ticket and someone's going to call back in 24 to 48 hours. What are they gonna talk to me about? [silence] Okay. Uh, okay, the parent is on white and other nodes are red flashing. So, we'll wait for them to come back up..
147:00
Speaker 2
uh they're our level two department level two technician they will once this case will be escalated they're gonna investigate this one from their end and they will provide you solution once they'll call back but i'm uh what if one thing i can guarantee you they will not gonna repeat the same uh troubleshooting step that we did cuz our job as a level one technician is to exhaust all the possible troubleshooting and that's what we did Exactly. Do you have three? Sorry? Mm-hmm . I'm sorry. Sorry? I see. I see. [silence]
148:00
Speaker 1
because downstairs has more devices, but it also has a lot of concrete walls and steel beams, but will they find will the the parent at the front of the house and the child at the back of the house find each other or see each other because the distance between them is not that far but in between you've got concrete and you've got steel beams [ silence ]
150:00
Speaker 2
UH, that's okay because it depends on which floor has more devices to connect to. If you have a lot of devices downstairs, then it needs two nodes. And then if there's only fewer upstairs, then one node will do. [silence] concrete walls. Mhm. Okay. So the way you, uh, position the nodes are just fine. 2 downstairs and one upstairs.
150:00
Speaker 1
[A man laughing] okay when I they're all white now so they all come back up but when I open up the 192.168 page uh-huh it says uh a probable error straightaway
151:00
Speaker 2
One of the feature of our Linksys is to auto connect to the best signal it can detect. So it's not necessary that all nodes, all extenders will connect to the parent node. Sometimes the extenders will gonna connect to each other, like one extender will be paired to the main node and the farthest extender will connect to the second node. So it depends which one it can find that has a great signal. It will find its connection under note nearby.
151:00
Speaker 1
Again later and I've not even put the rooter password in yet. Right. yeah so we've tried it on yeah. Yeah. Okay hang on. [silence]
152:00
Speaker 2
OK. yeah, that's what I indicated here as an error message and that's what I will going to report to our level two technician because this is unusual. It should prompt you immediately asking for router password, not with the error message. And especially when you input recovery key, it's not even working. We tried already to nodes but it's not working. Same error. We tried to devices but same error. So it's not with your, um it's not the browser. It's not the computer. It's not the phone. It's really on uh software and the linksys nodes that you have, which is really unusual. This is not happening to our other devices. So all you need to do now is to really update the childrens nodes just for you to have your, um computer system back running.
152:00
Speaker 1
No, it's not just that, because I've got to turn off the 5G network, yeah? To get all of my cameras and smoke alarms up and running because they're incompatible. So I've got to turn the 5G off to get the smoke alarms back up. Once the smoke alarms are all back up, then I can turn the 5G back on. Yeah. I'm a one second. Oh my god, come on, please, come on. No. Not working. I thought it would something else would work but it isn't. Okay. Um, so what do we do now?
153:00
Speaker 2
It has the same name. It will really have a problem. But you create a different name for each band. So there should be no problem connecting smart devices to the 2.4. 5 gigahertz will not interfere since it has its own name. Uh-huh. Uh-huh. Just really keep those.
154:00
Speaker 1
okay okay I thought maybe having a different browser open might work but it's not even that's working so I've just tried edge and I've tried chromium and I've tried Safari and nothing is working and we've tried my phone against a laptop and that's not working so it's not device
155:00
Speaker 2
It will reboot again, three minutes, max. Once plugged into the new location, and your devices should be able to connect after that's one thing I can guarantee you. Since the same name and password were created. And no need to turn off the five gig for now, no need. Their wireless back hole, by the way, is five gig. So it's important for the nodes, uh, for the five gigahertz to be still turned on to have a stable connection between your nodes, the parent and the child. Same thing, right?
155:00
Speaker 1
If it's the website, okay. All right. Can you let your technician know if I don't answer then please do call me again or leave me with a contact detail if I can get back hold of you because it's it's Thursday night right now. It's half past 10 at night right now. We're going into the weekend. I cannot oh, sorry. Yeah. Okay. All right. Okay. Well, thank you for your time. May I do appreciate your help.
156:00
Speaker 2
It's not the website. It's not the browser. It's not the device itself, but it has really something to do with our linkses. But no worries. Uh, our level two technician will gonna handle that matter. Just wait for a call back from them. Okay? Exactly. That's why they can't call you right now. It's beyond the call back time. Uh, that's the reason why they cannot call you back right now because it's beyond the call back hours. They will gonna reach you tomorrow then, tomorrow. Thanks. Likewise.
156:00
Speaker 1
All right. Take care then. Thanks a lot, Matt. You too. Thanks. Bye bye.
157:00
Speaker 2
enjoy the rest of your evening bye
157:00