Speaker 1
Hey, how are you? My name is Kosey. Um is there any chance that I I can speak with the um Spanish representative? Yeah. If it's possible, if not, I if if it's possible. No, I I will try to do my best.
00:00
Speaker 2
[silence] [silence] Welcome to support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of 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.com for more information about your product. [silence] [silence] Thank you for calling. Says, my name is Gerald. Can I help? Thank you. Uh, is that over the phone? [silence] Okay. Well, [silence] regarding that, [silence] we don't want to have. [silence] [silence]
00:00
Speaker 1
Okay. Uh, let me, let me try with you. Okay? Please, uh, be patient with me. go ahead. Okay, I have, uh, it's a MX 6200 with a serial number. It's, uh, 58 W 1 0 M, as in M ... other, 2 5 D 0 1 2 6 7.
01:00
Speaker 2
Sure. I understand. Well, unfortunately, we don't have that over the phone, but we have our chart support. You want to speak to Spanish. Sure. Sure. What's the serial number and model number and you can also explain the problem. Mhm. All right. And what's your first name and last name you said Oss. So what's your last name? [silence]
01:00
Speaker 1
J-O-S-D-W-Mallina Studio This router belongs to a restaurant in Virginia Okay, I will give you the uh uh company's email It's operations at Anita's corp A-N-I-T-A-S-C-O-R-P dot com Yeah, operations O-P-E-R dot com
02:00
Speaker 2
got. OK. Can I ask for your email? What's your email? I'm not sure if I got it correct. Did you say operations like with an S? OK. And add. Got it. Who's your internet provider? Okay. Alright, tell me about the problem. What's the problem? [silence] Hmm.
02:00
Speaker 1
Again, I have to restart the routers, which I don't get it. It's probably something wrong. Well, let me tell you, both are online and everybody's getting the signal. So as far as I know, they have no complaints with both routers, but the system is keeping me, trying to restart the system. Yep. Yeah. It's all the same models. Do you want the serial number of um from the second one? Okay.
04:00
Speaker 2
got it. the one you are trying to add was it also the same model number as the main power? all same model number? okay. oh, you don't need. it's okay. unless you confirm
04:00
Speaker 1
Yeah. Well at this moment it's not my concern. The third one is the system that has to let me go through. Um, um, if I don't restart the system, it's the app itself that is keeping me stuck. Well, uh, every time I open the app, okay, uh, I have to, I have to restart my Uh router. And also, uh here.
05:00
Speaker 2
to the same model number. It's fine. And now, what's the light of the main tower and the one you're trying to add? [silence] [silence] [silence] [silence] [silence] Wait. Wait. You lost me there. So you said you have a problem with adding the extender tower and now the app. I just I just want to make sure that I understand it. So Uh huh.
05:00
Speaker 1
see router with I encountered a problem please use the button below to restore your network once your network is back online we'll try to fix the problem for you and then then I have this blue option that says restart network which I did several times but I can't go I can't pass this step every time I open the up I got the same message [silence] and I can't add the third one [silence] can you can you do that can you do that for me
06:00
Speaker 2
[silence]. I know. We can we can actually add a third node without the F. But if you want to log into the lin just maybe I can try. I can try to help with that. But the add the API
06:00
Speaker 1
I, at the-third-one. I don't care if you can do it. I mean, that's, that's, that's. If you can do it, I would be really, really thankful for that. Mhm. The new, the new one has, the new one has a, a solid blue. The main has a white, a solid white. Less than two fit at this, at this moment. [silence]
07:00
Speaker 2
Do you mean or the app? Yeah, we can actually out of out it without the out bit I I cannot do it there, you need to do it there. We'll go to it. So how about this such to it this way if I cannot do it on my end, but I can work you through how to out it without using the out to tell me what's the light of the the node that you're trying to add. The towel, you're trying to is that solid blue right now and the major. I'm assuming that white, right? Okay. And what's the distance of the solid blue node? I mean the light that said two feet. Okay. Okay? All right, cool. So at the bottom of the main tower, the one that
07:00
Speaker 1
Okay. Okay. Chris, say again, in the main. Not the recent, but the big one. The one in the middle. Okay. Okay. I have a slow-blinking white light. Yes, in the main No, it's not blinking. Well, let me, let me,
08:00
Speaker 2
It's like the light press the bigger bonus, call per Bodin, pressure for 2s press and hold it for 2 seconds. The main tower there's a bigger button, it's between power switch and a reset press that for 2 seconds. Press and holding mean for 2 seconds. Yeah, the one in the middle. Yeah, that's that's correct. And the main rate. Okay. And the the one you're trying to add on is blue right now, that's that's supposed to blink. Is it blinking now or err now?
08:00
Speaker 1
Yeah, it is blinking. The blue one, really slow, but it's blinking. Okay. I have. Uh huh. Let me tell you the new one has a, a, a blinking, slow blinking white. Uh uh. It as well as the, uh, main. Uh huh. Okay, so in other words, I don't need the app to add another, another router, right?
09:00
Speaker 2
Okay. Good. So it's trying to communicate to the main tower. I'm just going to set a timer right here, three minutes and we'll see how it goes. It's going to take up to three minutes, sometimes five minutes. I'll let you know when the timer is up. You can ask me questions if you have questions. Sorry, what was that? Oh, okay, yeah. It's It's communicating. It's probably going to turn solid white soon. They've encountered no no issue. But but yeah, we're waiting for we still have two more minutes. two minutes and 30 seconds. We'll see. You you don't need the app. yes.
09:00
Speaker 1
Jesus Christ. Oh, hmm, really, new. I was trying to, to add via the, the app, and, for some reason, the app it's, it's, it's getting from at, that point, it's stop at, that point, which it's really weird. Huh, yes. Yes. No. No, let, let me, let me show you this. I can get into the app. I can see um two of the stores, and when I try to get into this particular store, when I hit the the the the the name, it it pops out this this message that I have to restart the the the network. And that and that's my my my whole issue with this. But uh, so it's probably something wrong. I don't know. It's maybe on our side or the habits of I can't tell you. Yeah, they're still blinking, both of them. [silence]
10:00
Speaker 2
twice. Okay. ice. That's okay. [laugh] Also, we can fix the the node you're trying to add then. Oh good, right? Or or not? Okay, okay.
11:00
Speaker 1
Let's see. How long 'yes', will you know? Uh-huh. Okay.
12:00
Speaker 2
Usually, 3 minutes, but sometimes could take up to 5 minutes depending might update something probably firmware takes longer than expected sometimes. Yeah.
12:00
Speaker 1
Oh. Now they are. Uh, they're both solid white.
13:00
Speaker 2
[silence] [snoring] [silence] that means you can move that extender tower to where you want it to be. and uh oh that it's going to take five minutes still. Once you move that to where you want it, it's going to boot up. So you might see a red light blinking on it, but just leave it like that. Five minutes it will turn solid white. After five minutes I mean. Yeah, you want me to stay in the line while you move that or you can do it yourself. Just making sure. Okay, cool. You have questions? Yeah, right. That's all right. resource. Yeah.
13:00
Speaker 1
All right. have a great day, man. Bye bye. Yes by. Okay.
14:00
Speaker 2
All right. Thank you. You take care. Nothing out. Bye bye.
14:00