Speaker 2
Welcome to lynx's support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] [sound of typing] Hello. This is Peter from Lyns his support. How can I help you today? Take care, Colin. My name is Josh.
00:00
Speaker 1
Yeah. Well, it won't the the light is it won't connect to the internet, so the light is continuously flashing red. It's red. And the other the other link see isn't won't come on. Doesn't connect. It's it's obviously broken. The one that is the light is on. It's just red. And I have tried to fix it many times. And I do the things that you tell me to do, which you've told me to do. And um it works for a few days. And then
07:00
Speaker 2
Got this one, ma'am, and I really do apologize for the inconvenience. However, rest assured that I will do everything I can to fix the issue. So, just to confirm, ma'am, am I talking to Ms. Fanny? All right. Thanks so much for confirming. And what seems to be the issue with this device of yours right now? Like are there like any And, yeah, and I I see. So I see. Got this one. [silence]
07:00
Speaker 1
And it goes back to the red, it goes back so it's not connected again. And this time I've tried to done it and nothing's happened. I've done the waiting three to five minutes and all that. How many? Three. One connected to the Wi-Fi and the other two, one's upstairs and one's in the kitchen. But it's the one in my office that I'm most worried about because I can't get my desktop to get the internet because of it. Um. Oh, that's, do you call it green? Is that the color you call it? Yeah.
08:00
Speaker 2
I see, I see. Got this one, ma'am. So just to verify, how many nodes do you have again in total? Three nodes. Understand, ma'am. Yeah. So for this one, we still need to further isolate issues. So on the parent node, like the main node, what's the light indicator? Or what's the light behavior on that device? Solid green.
08:00
Speaker 1
Yeah, that's fine. Yeah. And move them both to the... Okay, so I'm going to... I need to take out... You call the white box, you call the node, yeah? Is that right? Okay. So, because I live in a tall, thin house. So I'm going to have to go down... You'll have to be patient with me, okay? What? What did you say? [silence] Oh right, okay. So I'm going to now. Um, wait a minute, because I need a pad or something to write all this. Wait a minute. I'll go downstairs first. Um, so you want me to take both nodes. Yeah. Yeah. Okay. Okay. So you're just going to have to bear with me. It's going to take a few minutes. Oh, Cindy. Oh, you're here because I'm just doing these notes. Could you get, could you get the other one? Oh, where did I put it? Is it back in the kitchen? [silence]
09:00
Speaker 2
mm-hm Did for to parent me, node, next to and make sure that they are plugged in as well like plugged on directly into the power outlets No, worries. Silence.
10:00
Speaker 1
Oh, dear. Maybe it's here. Oh, it's here. Yeah. Okay. So you can just hold on a minute because I'm going to have to get another extension. Is that right to plug in the two of them? Hello? Yeah, can you just hold on for a few minutes? Okay. Hold on. Cindy, I'll have to get an alarm. How do I get an extension? Because I can't unplug that one.
11:00
Speaker 2
I understand ma'am and yeah. Uh yes ma'am I'm still here. Yeah, no worries. [silence]
11:00
Speaker 1
Have we got another extension? Friends have? Have we got another extension? We've got one on the... Non-normal. Which one can I unplug then? Well, you want to plug in both. It's quite boxes. It should be great, but there's only four of me. So, it's actually. You better come over and look. Um. That's an extension. Can I take that one? I really mean an extension cord. Yeah. Can I take this one? Yeah. And which one can I plug here out of these four? They say you all over the black box. I don't know that's to do with the internet. Oh, it's done. Yeah. Don't they not all usually occupy? Well, because this one's not plugged in. I'm not sure. Wait a minute. That one's not working. Well, this one's not plugged in. Okay. Unplug that one. No, not that one. Close. That one. And then I can plug that in. Why is this down here in green? That's always down here in green. Right. I don't know how that's on. Okay. Hello. Hello. Yes, they're both plugged in and they're next to the parent load. Well, I put them on but it's hard to tell. Yeah, I think. Well, let's say they're on. I think they must be, but I can't see really because they're just it's just blue. Then, nope, they're not flashing. They're just solid blue. [silence]
12:00
Speaker 2
Uh, yes, ma'am. I'm still here. Yeah, I'm still here. Thank you so much for that one. And can you check if both nodes or sorry, both child nodes are also like turned on like their power switch are traveled on? Uh-huh. And sorry, both child nodes are showing flashing blue at the moment, correct? [silence] Solid.
14:00
Speaker 1
Yeah. [silence] One of them's going red, well, flashing red and the other one's remaining blue. [silence] Um where would that be? Um the [silence] okay. Zero number two five F one zero six zero one A zero zero one two zero.
15:00
Speaker 2
I see. Don't worry man for now, let's observe their lights for one to two minutes. So, while observing, Uh-huh. solidly. I see. May I have that serial number of that node, Ma'am, the one that's saying solid blue? Yeah, it can be found underneath the device itself. Thank you so much for that one, Len.
15:00
Speaker 1
Yeah. Oh, it's gone, it's it's now gone. Green. yeah, yeah no, no it's gone red again, no it's red again. [silence] he did this.
16:00
Speaker 2
May I again verify the serial number? So it's 25-4-, fax-wrapper 106-01A-4-00- 120, is that correct? Thank you so much for confirming. All right. So we can actually now reset the one that's showing flashing red. So for reset, ma'am, kindly press and hold the reset button. [silence] The one that was showing flashing red just gone to solid green. Is that correct? [silence] All right, that's great to know, ma'am. That means that I see. How about this one? Let's wait for another 30 seconds or a minute and hopefully the light on that node will turn back to solid green. However the I'm sorry ma'am, just to verify, however the other node is still showing [silence]
16:00
Speaker 1
Yes, yes. I don't think it's turning itself on. That's the one I don't think is working. Yeah. No, it's green. But you said the green is working. Excuse me. You've told me this green one, solid green, but when I take it upstairs to where it should be, it does it goes back to red. Because I did do this. [silence]
17:00
Speaker 2
[silencing] Going solidly, is that correct? I see. Uh-huh. Yeah, it could be possible, ma'am, that this node is already experiencing a hardware issue. However, we will still try to to fix this one or to save this device. So, what's the light now on the other one? Is it still showing flashing red? It's green. That's amazing, ma'am. That means that that specific node is already online or working. So, let's try now to uh save this solid blue light node. So kindly try. Yeah. Mhm. I see. Uh how far is
17:00
Speaker 1
I did this yesterday. And um, it did the same. When I brought it down, it went to solid green. And then when I took it upstairs, it went to flashing red - Solid green. Oh, it's um, it's, it's two floors up. Then it's um, but it has been working perfectly. It had it, it did until, you know, about six months ago, it was working okay. Yeah. What - sorry, what do you want me to do?
18:00
Speaker 2
I see. How far is this child node will be like when it will be like relocated to its designated location? How will be the yeah how far is this child will be from the two floors. I mean it could be up to two floors. I see. However, the light on this child node is still showing solid green. Correct. If that's the case. Then you may now try to unplug that node and re locate it back to its designated location, and then we will observe its light for what? Two or three minutes. Ah, I
18:00
Speaker 1
Which one? The one that's playing solid. Oh the one that's playing solid green. Okay. Yeah I've got to unplug it and take it back to where it's meant to be. Yep. Okay I'm going to go back up and we'll go and we'll go from that. Hold on just bear with me. What you're going to put the call on hold. Okay, alright. But don't make it more than five, because I'm very busy today. [silence]
19:00
Speaker 2
Kindly unplug that child node. The one that is showing solid green and then re locate it back to it. Aha. Yeah. That's correct, ma'am. Yes, ma'am. And yeah. Yeah. And again, there's no need to press the reset button on that node, okay? You may simply unplug it and re locate it. Aha. Thank you, ma'am. And also, uh-, also, ma'am: Ah-ha. Don't wry, ma'am. Also, I'm gonna put the call on hold for three to five minutes, okay? I will also doublecheck my resources here real quick. Yeah, because I'm going to check my resources regarding to your concern. So, thank you ma'am. Aha. Understand ma'am. [silence]
19:00
Speaker 1
If you could just do it. Okay. That's fine. You did now.
20:00
Speaker 2
Okay. Thank me too. Yeah, okay. Thank me.
20:00
Speaker 1
Yeah. Hello. Okay, sorry. I was going down, because it seems to just be the same blue. Hold on a minute. Just I'm just going upstairs again. Um, so it's very hot. Ah, it's red. It's flushing red. Yeah.
22:00
Speaker 2
ma'am thank you for patiently waiting. ah yes, ma'am I'm still here and thank you again for patiently waiting. so what's the light now on the child node the one that we just relocated? no worries ma'am. flashing red at the moment. All right. let's wait for one
22:00
Speaker 1
Yeah. the thing is that the thing is it did work perfectly well. I mean, it's worked for years. Ever since we had it, it's been fine. It's only recently it's done this. And then it has recently
23:00
Speaker 2
let's wait for one to two minutes for this one. However, after like two minutes, if the light on this node is still showing solid red or flashing red, I'm afraid we might need to relocate this one closer to the main node because again, ma'am, flashing red indicates that it is not it is not connected to the network. All right. And that could be the reason as well why this child node is having a hard time to reconnect to the parent node since the other one is already experiencing a hardware issue. Aha. Yes. Aha. Yeah, when you, yeah, I'm sorry ma'am, so just to verify, when you say it was working fine, was that also [silence]
23:00
Speaker 1
No, the four no. The, um, let's just concentrate on this node, the one that we have up here. It was working fine, right? And then I think we changed them over, but, um, but this one has been working fine and it's temperamental. Sometimes it works and sometimes it doesn't. But it's right next door to my, um, to my white to my desktop to the thing. So that's how it's so the other plug is plugged into th the connects to the desktop. What do you call it? To the castle. Ah,
24:00
Speaker 2
was the child node that is currently showing solid blue, was that node working fine as well? Because it could be possible. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Got it. This one, man. Mm-hmm. [silence]
24:00
Speaker 1
I can't remember what you call it. Um, it's plugged into the desktop. So it has to be up here because it has to be plugged into the desktop. It's not wireless. Yeah. Yeah. Yeah. Okay. Okay, so I'm going to take it out and I'm going to skate down the stairs and change. Okay.
25:00
Speaker 2
Mm-hmm. Yeah. That okay. We are just going to see if it doesn't keep flashing red, then we'll reconfig. Yeah.
25:00
Speaker 1
Okay, I'm downstairs. Hello? Hello? Uh, downstairs I'm downstairs and I've plugged it back in. Do you want me to put it next to the parent node? one to two. Word? Well, it's just near it. Next door, do you hear? Yeah? blue.
27:00
Speaker 2
Yes ma'am. Sorry, I was on mute. So yeah, thank you so much. And, mm, Yes, ma'am. The child node should be placed next to the parent or at least one to two from the parent. one to two away from the parent node. Uh, yes, actually fine. And what's the outlined? on the node?
27:00
Speaker 1
yeah I'll tell you when it changes
28:00
Speaker 2
solid is it flashing or I solid. Alright, let's observe again its light for one to two minutes. Is to verify is the light on the node still showing solid blue. [silence]
28:00
Speaker 1
a solid blue light yeah OK OK solid blue now [silence]
29:00
Speaker 2
Yeah. Yeah. You may not release the reset button and let's wait for the light on this note to turn to solid pink, purple, or red where that indicates that it is already on setup mode. Hello, ma'am. What's the light now on the child node that we just reset? Still solid blue. I see. Uh, can you press and hold the reset button again for 30 seconds?
29:00
Speaker 1
Okay. Can you tell me when it's 30 seconds? Tell me when to stop. [silence] It's already blue.
31:00
Speaker 2
Oh, yes, ma'am. All right, you may now press the reset button. Yes, ma'am, there's still 5 seconds left. All right, you may now release the reset button. Can you observe the light on the child node? Can you check if it turned off or it's still showing solid blue? So, the whole time you pressed and held the reset button, the light on the node did not change. Is that correct?
31:00
Speaker 1
first did flash red and then it went through well I don't get the feeling it's going to tell you the truth. I mean, my assistant, who is very good at technology, she thinks I need two new nodes. Wes?
32:00
Speaker 2
Uh-huh. All right. All right. That's great to know. So, yeah, let's wait for the light on this to turn to solid pink or red. So, we will observe the light on, sorry, we will observe the light on this to for one to two minutes and hopefully it will turn to solid pink or red. Mhm. Yes. For, yeah, for this one, ma'am. According here on our end, the hardware warranty status of this device of yours has already.exp
32:00
Speaker 1
Oh, it's gone red. It's gone red. Um, yeah. Okay. Can I jump now? Yeah, uh, start now. [silence]
33:00
Speaker 2
yeah. According here on our end, the hardware warranty status of the node has already expired. And also this model or this node of yours are already one of our obsolete and end of life devices. So I'm afraid you really need to, is it solid? Is it solid, ma'am? Can I see the device? That's great. So let's now try to reconnect this node. So on the parent or main node, kindly press the reset button five times within five seconds. So it's like press, release, press, release, press, release, five times. Yes, ma'am. And again, do it on the parent node, okay? Thank you so much. [ silence ] ]
33:00
Speaker 1
Okay, done. Yeah, it's gone orange. is still red. Now, now the parent node has gone, um, green and and the child one is flashing. It's Okay, so would I have to buy um two new nodes then or three? I'd have to buy three new nodes, would I? Well, I mean, if it's not working, I can't do anything about it. Can I? [silence] Yeah. [silence]
34:00
Speaker 2
Yes, if you really want to upgrade the whole system, you really need to purchase. Yes ma'am So, again, if you want to upgrade the whole system yeah, you might need to purchase a 3-pack of nodes. However, since the current node is still working or like online, you can like purchase two upgraded nodes and use this parent node of yours as a booster or extender. So, so, so in the future if you want to upgrade the whole system, I would recommend using the new node as a parent or a main node. Okay, since again, this parent node of yours is already one of au[silence]
35:00
Speaker 1
So, what are you saying, that if if, if if the, as the one that's being used as the parent node at the moment is working, if I get a new thing, I, could I buy two new, um, uh, child loads, or do I have to have a new or you're saying I should buy, buy, buy two new nodes and one which should become the parent node, and the other one should become the child node, and the one that's working should become the other child node. Is that what you're saying? Okay, so I'd only have, Ah, right. Now this once gone green. [silence]
36:00
Speaker 2
uh oh okay. That that says correct madam. That's excellent. However, again, we will wait for another minute to make sure that the child node is already working. Okay, so don't worry after a minute. If the light on the [silence] [silence]
36:00
Speaker 1
It's gone red now. Now it's gone back to green. You don't want weexqexex. Okay. All right, so I'll unplug this one now and take it back upstairs, yeah? Okay. Right. Let's hope this works. Yes, okay. So, if I did need to have two new ones, how much would that cost?
37:00
Speaker 2
a node or child node is still showing solid green you may you can already uh huh. all right that should do it ma'am you may now unplug that child node and then relocate it back to its designated location uh huh. Mm-hmm . Yes ma'am. Yes ma'am and again please take your time. It really depends on the model ma'am.
37:00
Speaker 1
Yeah. Uh, four. Hold on, cuz I have to climb the stairs. And I'm not as young as I used to be. Hold on. It's very hot today. But I have to get this working. Okay. Right. Okay. I plug it in again now.
38:00
Speaker 2
So by the way, who's again your internet service provider, is it still Virgin Media? I see. And how many growth floors does your house have again? Four. Alright. Hold on. ma'am. I understand ma'am. I understand ma'am. Yes. Uh-huh. Mhm. [silence] mmhmm Silence yes, man. So... if the mmhmm Silence yeah. So, Silence
38:00
Speaker 1
Two new modems, wouldn't I? Yeah. What? Okay. And how much all that cost? I know you said it depends on the model. I mean the equivalent to this.
40:00
Speaker 2
Yes, man, so again, if the should persist. Yeah, I would recommend purchasing new models for, for your house or for your system. So, yeah, this would be the last troubleshooting step that we are going do, man. So, since we cannot per see, or, uh, yeah. This will be the last troubleshooting step that we are going to do since you mentioned as well that we cannot always reset and reconfigure this child node. So, uh, so if the issue persists, like the light on this child node will be still showing flashing red. Yes, I'm afraid we really need to purchase or buy another node. And again,
40:00
Speaker 1
Wait a minute. M X 2 0. Yeah. Okay, then we cross that out. M X 6 2 0 0. Yeah. Okay, can you order this for me or what happens? Okay. Okay, so.
41:00
Speaker 2
that I would recommend is MX two zero zero and the... sorry ma'am. It should be MX 20. that's correct. Oh no ma'am. I really do apologize, but uh, you cannot purchase this devices directly from us. However rest assured that you can purchase those devices on Amazon. And on Amazon the price for the two pack is around 141 pounds. Uhhuh. So,
41:00
Speaker 1
So, that's all I need to know? Is it M X 16,2, 0 0. Okay. And is this a link ski or what is this? A link C? What's that a link? How do you spell that? M E R. Yeah. Okay. Because this isn't turning it. This is not turning blue. It's flashing red again. It's doing what it has been. I'm afraid it isn't working. I get the feeling it isn't working. So, I think yeah.
42:00
Speaker 2
Yeah, 620. Yeah. Yeah, it's still a links is device yeah it links is mesh router. Mesh router, or mesh node S H. And for the node N O D E like Nancy Oscar Delta haha. I see. Yes, ma'am. I'm afraid hmm yes, ma'am. Mhm and the reason yeah, and the reason for that as well because this child node was is too far away from
42:00
Speaker 1
No, but that's what I, what I'm saying is, it's always worked before. It's worked ever since we bought it. There's never been a problem. Yeah. Basically we're working fine for years. Yes, so I didn't mean it's anything to do with the. I think we might have some special device up here which um in the desktop in the in the, what you call these things? You know, the desktop thing, we might have a device in there to um so that connects to it. So it, it's like a, a, a boot or something. Do you see what I mean? It reboots it from upstairs. Because it is, from
43:00
Speaker 2
it, I'm, sorry, yeah, so just to verify it was working fine before, while this, well, the other child node was working fine as well, like the one that was showing, I, see, I, yeah, yes, ma'am, aha, yes, aha.
43:00
Speaker 1
So we bought something, but I don't quite know what it is that we bought. Well, let me go and order this now, shall I? Okay, yeah, to set it up. Okay, that would be very helpful. All right, well I'm going to get on and ordering it now because um, yeah. Okay. All right. Thank you, sir. What is your name so I know who I was speaking to? Or are you an AI person?
44:00
Speaker 1
Pappy! Josh. Okay, Josh, well, you've been so sweet and so helpful. Thank you so much. I'm not very good at all this. Well, I hope I can get some, I need to go down my daughter's here, and I need to quickly go down and ask her to order this now. Okay, all right, so we've drawn a blank, and my assistant was right. I needed two new ones. Okay, thank you so much. Bye. Bye.
45:00
Speaker 2
This is Josh. Yes, ma'am. Josh. J. Yes, ma'am. J-O-S-H. Okay. Thank you so much for that. You're most welcome. And again, you're understand, ma'am. And again, thank you so much for your patience and cooperation. Okay, I really appreciate you. Yes, yeah. Yeah. Okay. You're most welcome, ma'am. Thank you again for calling, bye for now. [silence]
45:00