Speaker 1
Yes ma'am um I'm having an issue with my uh [silence]
00:00
Speaker 2
Welcome to LynxSys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.LynxSys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, a paid support option may be available depending on the issue. [silence] Thank you for calling, LynxSys. This is L. How can I help?
00:00
Speaker 1
I have a Linksys Wi-Fi six or seven. And what happened a couple of days ago, we had a power outage for a couple of hours. And previously we had the old system. We've got the new system now. Uh the Wi-Fi seven. And since the electricity went out, we've been having issues with it and I think that I've unplugged the main modem or the parent and and then plugged it back in and it seemed like it got better for a day and then it started acting up again. Um, I can't get into my app. It won't let me get in through the, um.
01:00
Speaker 2
Okay. Share them. Mm-mm. Okay. Mm-mm. [silence] Mm.
01:00
Speaker 1
the Wi-Fi number underneath? [silence] Uh I'm sorry. Oh, man. Yes, man. Okay. Okay. [silence] Uh Wendell Menard and it should be uh Wendell Menard at verizon.net 34, yeah, that's it.
02:00
Speaker 2
So okay, so you let me just double check if I can pull up any record here and file, you. This is this is this is not the first time that you've contact Linksys right. Oh, this is not the first time that you've contact Linksys right. You you've contacted before. You you've contacted before. Okay. Let me pull up a record here sir for a while. All right. So can you verify sir the first name and last name and then the email that's on the account. Okay. Okay. Then not. Okay, thanks so much. And this is the best callback number in case the call get disconnected? The one that ends in 5834.
02:00
Speaker 1
Do you need me to read it back to you? That's correct. That's right. That's correct. Yes, ma'am. Now, the last time that we had an issue, we called Verizon to check with them, and they had a technician come out, and previously we had a router, and we had no plug plug directly into the router, and he said that there was no need to plug it into the router, just plugged the wire directly into the node. So, so we're not using a router, we're coming direct from the node to into the modem. So, let's get you the number for customer support.
03:00
Speaker 2
Alright, hold on a second. I have here 214-9341... Signal lost good. Okay, so you have a 3MBE 7000. Okay. So your internet service provider is still Frontier? Okay. And you've mentioned your Wi-Fi or
03:00
Speaker 1
he from their cable and plug it directly into the parent node no we're using the cable that came in that was plugged into the router he said we didn't need to use the router [silence] which is acting as the router no it's uh directly from the cable the frontier uh [silence] yeah the cable that come out of the wall that went into the router he said take that and plug [silence]
04:00
Speaker 2
So you're using certain plain modem from your internet service provider connected to the MBE 7000. Okay. Cables there from which source? Since you're not using the router from your internet service provider, is it connected to the frontier box? Which cables are from the wall?
04:00
Speaker 1
So I'm not using the router, I'm using their cable, which goes directly to the Verizon box, yes, if that's what you're asking. But the Verizon box is outside in the garage. it's sitting on the floor? No, I'm I'm not it's not plugged in at all. [silence]
05:00
Speaker 2
oh okay okay okay okay thank rise okay okay okay okay raising box okay so where is your or who's in router sir okay you're not using that one that's not plug in or it's not on okay all right so uh... for the not be you seven thousand as for your parent node you've mentioned that uh... since you had a power outage so more likely there's an interruption in the signal up to the b e seven thousand n o d e
05:00
Speaker 1
It's solid white. Let's see. They're not currently. Let me turn the TV on right here. We have a streaming device plugged in.
06:00
Speaker 2
Solid white, and then, um, are you connected to, uh, is your phone or, or are there any device connected to the Wi-Fi of the parent node?
06:00
Speaker 2
Okay. And as for your ch... uh... as for the child nodes, sir, um... how... what's the status of the child nodes? Are they also solid white? Okay. So more likely, um... since you're still able to get online, um... you're having issue to log into the app, right? Okay. Um... what's what's the status, sir, that you have? Um... what do you have on the app now? If you're going... um... if you're going to open the Linksys app, can you... can you tell me what do you have on the app?
07:00
Speaker 1
It comes up, log in, email or router password. And every time that I've tried to log in with my email and that password, it won't accept it. So, the guy told me to use the router password. So, I've been using - I've tried using that to get logged in and it's saying it's the wrong password. Every time that I've called, they've made me have to change my password. So, I'm not really sure what my password is right now. Let me let me try this real quick.
08:00
Speaker 2
Okay. Okay, I want. Okay, that using the email. Okay, that's fine, sir. But let's use, you the router password. I need you to select the router password. [silence]
08:00
Speaker 1
well I have you on phone router password. let's see. It let me in that time. I figured it out. I had it written down new router password, and I wrote it down and I put a date August 15th of last year is when I changed it. Okay, so now I can see I can see all my devices my three nodes. Yeah. Well, what, what I
09:00
Speaker 2
Okay, that's good. So, so far everything is good in terms of your connections, right? With the internet you can get online. Okay. So what I wanted to do [silence] [silence] [silence] [silence] [silence] [silence] [silence] Sure, sure, your FDS is [silence] [silence] where is that if FTS, is that on the [silence]Okay.
09:00
Speaker 1
100. And normally it runs between 0 and 20. I'm not up thy right now. But see it won't even connect tell mi Wi-Fi the Rabio, what I was telling you about. I'm trying to set it up new and it shows on the app on my phone that it's connected, but the device won't connect.
11:00
Speaker 2
well how about right now? Does that require sir because as far as I know in terms of irrigation system the it requires only to connect to the 2.4 have you
11:00
Speaker 1
I'm not. I don't know how to change it. because it it says it says the new one will connect to the 2.4 or the 5 point. See the old ones it had to be a 2.4 but we upgraded to a new system and it it can use 2.4 or the 5.0. Correct. Yes that's correct. No because I couldn't do it on my app and I the last time that I did it I manually tried to reset and I thought I messed something up. That's why I had to call the last time. So that's why I was calling now. I didn't I didn't push any reset buttons on the on the nodes. [silence]
12:00
Speaker 2
okay so it's capable of 2.4 and 5 gigahertz all right um have you tried have you tried to reset so that system um
12:00
Speaker 1
well they they're fading in and out so it's like yeah that's why i was thinking maybe the nodes need to be reset. yeah see that's what happened last time is we i think we had to update the firmware firmware firmware okay 1.0.14
13:00
Speaker 2
hmm. But so far other of your devices are, as aside from the irrigation system that you're trying to connect to the network, um, so far other devices are working, no issues, right? So they're like disconnecting and then reconnecting. Ooh. Okay. Ooh. And so far for this one, this shows can you, can you check sir? Um, go to nodes on the Linksys app, and then can you check the firmware version?
13:00
Speaker 1
216 607. Is that the current one? Okay. Let's see. Let's see. Total devices, 20.
14:00
Speaker 2
Okay, let me double check if that is the one that we have here on file. 216607, yeah, that is the one that we have. So far, this is the current one, sir. But let me just double check here before we proceed with any further troubleshooting if the nodes needs to be reset to refresh the connection. How many total of devices do you have, sir? Like, in total, that's connected to the mesh system? [silence] 20? Okay. 20 devices. All right. Okay. Let me just double check something for you, sir. Gemma.Different: Something here, sir. I'll put you on hold for like two to three minutes. Maximum of five. Then I'll be back with you real quick once I have the information. Okay? Gabriel: Okay. All right. So, stay on the line. WorkingER workingER workingER
14:00
Speaker 1
[silence] I could have killed her. Oh, she's a mythic goldfish. [silence] [silence] You're killing me with it. Why'd you do that? Huh? Why'd you do that? Because I don't wanted to die. I wanted to live. Oh, okay. I think I'm gonna have to, so now I got this done. Now there's 21 devices, ma'am. Yes.
17:00
Speaker 2
Okay. So I have actually, um, checked with our support team here, sir, I think. Um, instead, um, instead of going through with the reset and then reconfiguration, um, they suggested that the case should be escalated, so one of our L2 will give you a call back because they will perform advanced troubleshooting on the unit, so at least they will be able to properly provide, um, proper resolution for this one. So, if if that's fine with you, they will give you a call back within 2 to 3 hours today. Um, 2 to 3 hours. Within 2 to 3 hours today, sir. Okay. So, um, do not do anything yet, sir on the, um, mesh system. So just wait for our L2 to call back and then they will be the one who will ask you to do some further troubleshooting. They will be the one who will guide you with uh, [silence]
19:00
Speaker 1
Okay. Thank you. Yes, ma'am. Uh, central time? Okay. Thank you. You too. Bye bye.
20:00
Speaker 2
the steps on what to do for this one to address your concern, okay? Okay. Your welcome, sir. So this is still the best callback number, the 214 934-5834. Okay, sir. And then what's your time zone, sir? Central time. Okay, thanks so much. So yeah, just keep your lines open, sir, then we'll um our level two will give you a call back for the troubleshooting. Okay. You're welcome, sir. Thank you as well for taking the time calling Linksys. Have a great day still, take care. Thank you, sir. Bye-bye.
20:00