Speaker 1
Yeah, I'm just having horrible connectivity issues with my Linksys system here and I just can't figure it out for the life of me.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Um, hi. Thank you for calling sys. My name is Clark. How can I help you?
00:00
Speaker 1
It's, it's actually coming up with names on my list that are duplicate names and I don't even know how the heck it got the names. Um, and I'm totally confused on what is what on this app and I can't get a constant, I'm constantly getting buffered. And I got great speed. I mean, they're telling me I got 530 and 24. So I I just don't, I don't I don't get it. I have the three, the three system there where you, you know, you have the main one, and then I have two others. And then I also bought the Spectrum Unlimited uh new one. So, that's tied into the system too. The Spectrum - yeah, there's a new Spectrum Wi-Fi Unlimited.
01:00
Speaker 2
are uh-huh. Alright, got it. Sir. How many links just routers do you have by the way? Like total, all in all? Uh, uh-huh. I see.
01:00
Speaker 1
my links wired system is connected fair Billy Yep, Pierce. Yes. Five one eight, six nine four, six four five seven. [silence]
02:00
Speaker 2
Okay. So your uh modem is provided to you by spectrum. Is that correct? Okay. And that's where the linksitter internet is connected right now. Is that right? Um hum. Okay. Got it. So we can actually try to uh check uh some settings amp some configuration on your linksitter um internet. However, in order for me to better assist you, I need to gather some information first, in order for me to create a ticket in our system. Would that be okay? Okay. Alright. can I have your first and last name? Billy. Is that right? Um peers. Okay. Um alright. And then can you also provide to me your phone number?
02:00
Speaker 1
66457. Yes. Yes. Sure. Yep. Debbieelece 171 at gmail.com. Yes. Of the parent? Um, you don't have it on the system already? Cause I've called multiple times before.
03:00
Speaker 2
six four nine seven is the last four digit number. six four five seven. Um, all right. So it's five one eight, um, 694, 6457. Is that right? Okay. In case, our call - in case our call get disconnected, I'll be using these phone numbers so that I can give you a call back right away. All right? Can I have also your email address? Is this also the email address that you've created for your link your smart wi-fi account? Okay. Can I have the serial number of the parent node, please?
03:00
Speaker 1
I don't know the terminologies of what you guys are talking about, so I'm guessing that this is a router that I got from spectrum, right? And then that router ties or modem ties directly into the first parent conge. I just call it a Wi-Fi system, but what do you call it? Okay, so that's
04:00
Speaker 2
Let me just try to... Okay. So the one that we have is a WHW03. Is this also still the router that you've been using right now? Mm-hmm. Um, yeah. Uh, we actually call it nodes or routers.
04:00
Speaker 1
That modem is tied to this parent, uh, node, which, do you want the serial number on it? Is that what you want? Yep. Yeah, so that's uh, 20 J 1 0, C 8 3 8 1 2 7 1 7. Model number is W. H. G 0 3, is that what that says? Yeah. Yeah. I mean everything,
05:00
Speaker 2
okay. yes sir, The serial number of the main node or the main route, the main link sets throughout there. all right, Just give me a moment, I just need to very for you that plan. quick on our system. W three, yeah, that's right. okay.
05:00
Speaker 1
[HUMAN_REVIEW] It seems to be working great. I'm having the worst problems in our bedroom with our TV and some of our TV, a lot of our TV apps and it's just like it's constantly going in and out. A long time. I really couldn't tell you. It's been years. I don't know. Sure. for sure. Okay.
06:00
Speaker 2
Mhm. Mhm. Mhm. Got it, sir. All right. So thank you so much for that. So, all right. Mhm. Uh, may I ask, sir? How long have you been using the Linksys router by the way. Okay. Okay. I see. All right. Thank you so much for that information. Mhm. All right. So regarding on this Linksys router that you have here, I just want to set your expectation that based on our system, the device is already out of warranty, uh, last May 27 of, uh, 2021. Okay? So, um, I just want to set your expectation that, um, this device is also part of our and of life devices. So that means that, if we will make a repair for this, it will be on a pro bono basis.
06:00
Speaker 1
Oh, is that the case. So... cause it seems like I was just gonna say, cause it seems like, for some reason, some devices say it's on 2.4 gigs. Some are saying it's on five. I don't understand that either. And then it looks like it's like mimicking. It's like mimicking. It's like some of them say my phone is on 2.4 and 5. And then it shows like my surround sound bar is doing the same thing and I, I don't understand this app and why it's showing me all this, but. And then some of the like the stuff that's on the one of my nodes,
07:00
Speaker 2
This particular model we're no longer manufacturing this one, and aside from that, it's no longer getting any updates since we're no longer manufacturing this one. Yep. So regarding on Links router, we can still do some we can still check and see what we can do. Like, change some settings on your links router, but it's not 100% that we go ahead. Oh, okay. So I see here. I see.
07:00
Speaker 1
You know, it's connecting to the, the one out near my garage and it's like, well, and I even did the channel finder to reset all that stuff and it still doesn't do it. It's like it wants to connect to other things. Smart TVs.
08:00
Speaker 2
Mhm. Mhm. 17. all right, so regarding on that one, sir, the first concern that you have or the first information that you have, uh, that some of our devices is connected to two point four and some devices connected to the five, which is this information, you can see this one on the Linksus app, right? So your Linksus router, sir, is broadcasting a 2.4 network and a five network, uh, band. So these are the WiFi's of your Linksus router that technically, um, this is the the way in order for your devices to connect. Um, there are some wireless devices such as phones, laptops, cameras that are compatible only.
08:00
Speaker 1
[silence] Oh, okay. Well, it's weird. It's weird. I got, it's weird to, because I, I have one Boss surround sound bar, and on my app, it's showing me I got one, two, three, four, five connected right now, which, and I only own one. And I just, I don't understand where it getting that information.
09:00
Speaker 2
Yes, more TVs, cameras, and so on, that are only capable and compatible to be connected only 2.4 And that's uh where those devices and that's where you can see those devices are connected to the 2.4 And the same goes with the 5 Year old. Um there are devices that can only be be connected to the 5 And there are also. Mhm. And you only have one, right? Okay. I see. That's typically like a duplicate, like a duplicate information on the link, this app since it also stores like information on the devices that it's connected to, right? Standard information of a device. Right? So if you can see the standby source is connected to your 2.4 GHZ and the camera say hey, and the camera is connected to via the 5.8 year old, right?
09:00
Speaker 1
[silence] So, what is the next, I mean, is there a way for you to email me like, what is the next one that I can purchase?
10:00
Speaker 2
information like probably just like cash and cookies on the linux is app. um but it has also this kind of information wherein it can really shows that multiple information. However, you don't need to worry on that because as long as those devices um are really referring to your device um especially when you can see that this device is yours, then it it means that you are secure. So, yeah, we can actually try to get rid of that. But again, as what I mentioned, since again, this device is no longer getting in any updates. Um it cannot be really fixed 100%.
10:00
Speaker 1
that are similar to where to where I have like because I I need at least three of them to actually spread apart my house email would be better because I have nothing to write with at the moment I'm downstairs I'm downstairs near the master node or apparent node see where I can buy them all right great all right and how should they I mean this vector of this vector technician that came here
11:00
Speaker 2
Yeah, we can actually, okay, I see. Okay. Um, I can recommend you right now, sir, if you want to take a look of these models, or do you want me to email you instead? Ah, okay, Cool. Okay, yeah, sure. I can email you those informations that you can try to take a look and available uh either in Amazon or any local yeah, uh either in Amazon or any local store that is close to you then. Alright? Okay. Alright, thank you so much. So, uh, also I can provide to you some articles that will probably will help you a lot will help you on how to probably check and further see uh what you can do in your links that provided. Okay? Or
11:00
Speaker 1
Here a couple of weeks ago to hook up his advanced spectrum Wi -Fi system. He just plugged it into an active hardwired line. I I assume that one would have to have been first but he said it doesn't have to be and then I said okay, well I looked it up. I go into says I I I I I need to put the lynks stuff on a bridge. He goes, No you don't. He goes, I just type in the same username and password that you have on your lynks. He goes and whatever's close to my device will jump on my device and whatever's close to your device will jump on yours and I was like, okay. So, I mean, I don't know anything about this stuff, so I just took his word for it. So, I I'm assuming that is the proper way?
12:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Oh. Mm-hmm. Mm-hmm. All right. In order for me to give you an information regarding on that one, sir, can I have the model number of the spectrum device? Do you have that?
12:00
Speaker 1
Um, I, I, I don't. I'm looking on my app and it comes up, um, as, yeah, then I would need a ladder. Actually, you know what? I had a thought somewhere. Uh, I mean, it's the brand new device. It's, it just, it just came out. I mean, it's the new unlimited, yeah, yeah. It's the Wi-Fi something seven or it has a battery backup on it. It literally just came out. cuz I was so sick and tired of my system going in and out. I figured this would help me, but it's not helping me whatsoever.
13:00
Speaker 2
That one, how about on the device itself? Is that labeled? Oh, OK. From spectrum. Oh, I see. I see. Mhm, alright. All right. I see. Oh. So, for that particular, I believe the one that, I believe that the spectrum provided to you, like a gateway. Uh, a gateway means it's actually a modem and a router combo device. It's also If you have another router, like a Linksys router, plugged into your modem that's being provided by Spectrum, then it's also providing your wi-fi connection, your wi-fi, right? So, um, if the Spectrum technician mentioned to you that he set up the wi-fi name the same as your Linksys router, then that might be, uh, we will, uh, we can actually be having, like, a conflict on that, because, um, if you are using the same wi-fi name from your Spectrum and from your Linksys router, you will be not, you will not be able to technically see which network your device is connected, because, um, two different devices are emitting, essentially, the same network ID, so when your device is connected to either one of them, it will not, it has no way of telling you which network you're connected to. So, for example, your Spectrum wi-fi connection, may show up stronger than your Linksys router, when you're accessing, when you're in a certain area, so your device will connect to your Spectrum wi-fi service, and because it has the same SSID, the same ID as your Linksys router, it will have no way of knowing that you're not connected through your Linksys router, which you are expecting would be a stronger signal, so... On top of that, um, if your, if you set up a smart plug or something, uh, onto your Linksys wi-fi network, but, for example, you have turned off your Linksys router or it's too far, then it won't be able to connect to your smart plug, so, it would be best if you change the name of the wi-fi so you could easily tell the difference between the two.
13:00
Speaker 1
uh-huh silence like i can i can see the device i can see the device on the link list i can see it it's calling it cb1 one V1 cad.
15:00
Speaker 2
the same that might be also, uh, um, we might be able to, uh, get some issues regarding, uh, that, especially on your, um, especially on your speed. Because if you speed is up to 500, so, um, since these two are both- are both- um, both device- since these two devices are broadcast- are broadcasting the same Wi-Fi signals, they might also be emitting or using the same, uh, Wi-Fi channel. And, um, using that Wi-Fi channel, it may be, like it will be congested. So, for example, um, on a highway, if there are, um, if, uh,
15:00
Speaker 1
[ silence] that's what it says. And I know that's the Spectrum device. because it's connected to an ethernet. because I have a splitter box. I've got a splitter box back downstairs. Where I have a bunch of hard-wired connections. So he just plugged into the it's hard-wired down there.
16:00
Speaker 2
Oh. Uh, uh, hmm. Mm-hmm. Okay. I see. Um actually sir, for us lens of thickness and in order for us to avoid any connectivity issues that our customer that are customer uh for our customer not dealing any connectivity issues. If they have like a gateway, uh like the one that you have right now, we are always recommending to separate the WiFi name from that gateway to your links router. Um so that we can definitely see uh which network is dealing and issue because right now since they're both emit
16:00
Speaker 1
that I need to have two different passwords and two different usernames? The Wi-Fi name needs to be different. okay hm okay
17:00
Speaker 2
Just In case we are using this same Wi-Fi network. We cannot actually Technically see which network is dealing the Wi-Fi or the connectivity issue that you've been dealing right now. So that's we that's uh what we are always recommending in order for us to further check and see which network is dealing and the connectivity issue, um, sir Billy. Not just uh um for that one, sir. If you're only the the Wi-Fi name, sir. If you want to use the same Wi-Fi password, that's fine. Just the Wi-Fi name. Yes. Yes. For us to differentiate uh which network and which device is your wireless devices is connected. Like for example,
17:00
Speaker 1
Okay. Right. No, that makes sense. Yeah, I mean, right now, I mean, it does seem like it's, it's really, and I have a Linksys node directly in our master bedroom and our master bedroom TV is the one that's always having the issues on the apps. My computer, my, my work computer, my iPhone, the Roku, everything else is fine.
18:00
Speaker 2
Okay, if you could pull your phone, your laptop. We can really distinguish which network is connected and which network is better, um, in order for you to avoid any connectivity issues. Once again, um, since you're you're you're using an older genest router, um, it might be the genest router is dealing, uh, like some connectivity issues, but it's better for us to know, uh, which is which, so that we can technically see where's the issue coming from. [silence] Mhm. [silence] Mhm.
18:00
Speaker 1
phone, everything else that's in that room is totally fine, but the TV and all the apps, you know, when you're trying to watch a show or movie, it's just constantly just buffering and stopping and pausing. And I'm just, I didn't, I don't understand it. But you come out to the living room, the main living room, and this one has no problem, it has no problems. So I'm just like, okay, I don't, I mean, and the TVs are fairly new. So it's like, you know, I look for updates. What's that? The one in the master bedroom? Yeah, it's like 15,000. away. Well, not currently. I mean, I'd have to probably get up into the attic and re-wire. That's something, I guess.
19:00
Speaker 2
It's fine. I see. That television sir. Uh. Uh. Uh. That television is it close to one of the child note? Yes is it close? Okay. And um is there like a way you can connect it like a wired cable? Just to have it like a stable connection or not? Oh haha.
19:00
Speaker 1
I don't I don't think I want a cable going across the room. Well, and that's the problem. I can't tell because when I look on the Linksys app, it's hard to tell what is what. I don't know what these devices are. I wrote one I I put an ID on it, one of them because I thought it was was the one. But right now it's the one that I think it is. It's saying it's connected to the basement node, not the master bedroom node. So I have three nodes. I have a the basement is the parent. So I renamed it, basement, which is the parent node. Then I have one in the master bedroom. I removed the one that was in the living room. Now that's the Spectrum one and I moved that one. My other node which I call it garage node now because it's out in the garage. And those are all [silence]
20:00
Speaker 2
Okay, I see, I see I got it, I got it. 2 point 4 or 5 point. Okay, right. So technically, sir, your television is not
20:00
Speaker 1
Hard wired and those are all and those are all hardwired, too. So, those are all connected to a hard wire through the basement. So, when you look at my node system and you look at all the nodes, they're all wired. It goes basement basement is wired into the garage and the basement is wired into the master bedroom. So, it's a direct line. They're not they're not Y Find to get their signal. [laughter] You vote it? Oh, yeah. Oh, yeah. Oh, yeah. Hundreds of times. Yeah. I do. Well, it's it's connected to my master bedroom node.
21:00
Speaker 2
They're all wired, huh? Okay. Okay, um, have you already tried to re-, uh, like, disconnecting the Wi-Fi from your television and reconnecting it? Have you already tried that? Many times okay, okay, I see,um, we can also try, um, how about this one, sir? Do you have, like, a computer? Um, okay. Is it, is it also connected to your network, currently?
21:00
Speaker 1
Hold on. And literally my computer's three feet away from the node.
22:00
Speaker 2
Okay. Can we try- so what we're gonna do right now is to access the Leggett page and let's see what we can do on it. All right. So, how about this one? Can you open the browser? Okay.
22:00
Speaker 1
Yeah. I'm just I'm just kinda logging on here. All right. So what do you want me to type in? My router. Okay. And okay. And. .
23:00
Speaker 2
if you're able to open your, like a browser, just let me know. Okay. All right. All right, so on the address bar, can you please type in myrouter.local? Uh-huh. and then enter please. And then can you tell me what you're seeing right now?
23:00
Speaker 1
Oh, right now it's just spinning and this site cannot be breached. And it just keeps spinning. I'll hit reload. And now it goes in and says it gave me an AI says my router.local. Did you want me to hit.com or something? Um, I mean there is a linksys thing that pops up as an article. Is that what you're asking me? There is a linksys support.
24:00
Speaker 2
all right, is it just spinning? uh-huh is it providing you some results right now? uh-huh okay um how uh okay
24:00
Speaker 1
yeah I mean do you want me to put my router my router.com that's it yeah it doesn't it just brings up that page it's giving me AI overview an AI overview. I'm using a think pad but yes Windows Windows software yeah I'm using a Google using a Google search engine Oh I Oh I know yeah I know that's what it is yeah it's just I typed it in on the
25:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. No, no, no, no, just my router.com. Okay. How about this one, sir? Okay, I see. Are you using a Windows computer right now? Okay. I know. Just give me a moment. Oh, it should be on the address bar, not on the search bar. Okay, I see. uh-huh. uh-huh. okay. okay. what about this one, sir? uh,
25:00
Speaker 1
I can't, it's my work computer, that won't allow it. Yeah. It's an apple. I am on my Wi-Fi. Um, I have the three lines on the side. Do you, it says Pierce. And then it just has all the different settings, you know, parent, or, [silence]
27:00
Speaker 2
yep okay um how about this one um can you allow me to do this is it possible for me to do like a remote access instead on your computer oh oh you okay Um all right, let me try to check it. Um what phone are you using by the way, is it on Android or an Apple iPhone? Okay, can we try to using your phone? Let's try to check the IP address then. Um can you try to go to your phone settings and go to your Wi-Fi? Okay, um on your Wi-Fi, do you see the letter I icon or the information icon? Yep.
27:00
Speaker 1
front over controls, devices, Wi-Fi settings, advanced settings. Oh, oh, on my phone settings. Uh, and go to just what? Internet? Wi-Fi? It says info, and it just gives me Wi-fi. It gives me a Wi-Fi address. A private Wi-Fi address is fixed. Limited some Wi-Fi. Yep, I have a router address. Yep. 10.220.1.1. I'll give it a shot.
28:00
Speaker 2
Oh no, no, not under the links. not under the links, it's app, but on your phone settings. Yep. Uh go. Yes, go to Wi-Fi. Yep, the letter I. I-class. Do you see the router? Router address? Can you share to me what is that please? Okay. Can you enter that router address on the address bar? That's it.
28:00
Speaker 1
I I wonder if my work computer's not allowing me to do it. No. Hmm. Nope. Hmm. Yeah. Yeah. Hmm. Yeah. Yeah. Hmm. Yep.
29:00
Speaker 2
[KEEP_UNCERTAIN] 220.1.1. oh. uh probably because um it's a work computer. No other computers available right now? Okay. I see. um are is yeah are you using a VPN on that computer? probably that that's that that the reason why. Um yeah. Cause what we can really do uh cause the the one the the I'm thinking of we can actually like um.
29:00
Speaker 1
well, I guess for right now, I mean, can you email me the new stuff? Because, obviously, I mean, if I'm not getting updates to my this old Wi-Fi system, that's probably problem number one. So I'd like to try to get a new style Wi-Fi system that's actually going to update for me and and work. So, I mean, if I could if I could what's that? Yeah, that would be great. And then I and then I can at least start to going from there. If I'm still having a problem, I guess. and then
30:00
Speaker 2
changing some channels microd, fully oh so we can separate the SSID of their links network from the 2.4 and 5 GHz. Mhmm. Mhmm. okay. Mhmm. Mhmm. All right. Yeah, sure. I'll email you instead. I'll email you instead regarding those information. All right. Thank you. All right. Alright, sure. Got it. [silence]
30:00
Speaker 1
I'll get tech support again. Right yeah nope. Yep. Nope. Yes I appreciate it very much.
31:00
Speaker 2
Yep, that's right. You can always give us a call back as long as you still have the link to our router with you. All right? All right. Thank you so much. So, again, sir, I'll just need to verify again your email address showing in our system. It's just give me a sec. C for Delta, B for Bravo, E L it's BB. Yeah, BB and then e l e c e, wait no, no, no. Sorry it's B B E L E C 171 @ Gmail.com. All right, got it. Thank you so much. So I'll after this call will be ended, I'll create an email regarding those um devices that you can look up in say. Okay?
31:00
Speaker 1
much. Thank you. [silence] thank you.
32:00
Speaker 2
You're very much welcome. Sir, again, thank you so much for calling Linksys. This is Clark. Have a good one. Take care and goodbye.
32:00