Speaker 1
[silence] hi Dylan, um I have uh Linksys mesh system and um last night I started well my internet started acting up. Um the uh the internet the the Wi-Fi internet speed has been pretty good, the bandwidth as far as the, um, the speed test results. By using what is called advanced QoS, um, it sends a single digital signal uh, along with a blank control that teaches how to discover the right phase of the signal and uh, to deliver what's called signal strength or signal-to-noise ratio. And so I run a digital signal-to-noise ratio to determine how far, uh, a device, like a microphone, uh, needs to be to to detect is like a five megabit bandwidth signal, which is super good. In my uh, in my bandwidth test, uh, it's turning it down and um, and uh, something wrong with it and uh, and it's becoming very choppy. Uh, it's becoming very uh, uh, uh, and uh, and uh, what should I do?
00:00
Speaker 2
Welcome to linksys 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.linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling linksys technical support. My name is Dylan, how can I help you today?
00:00
Speaker 1
speed went down and down and down. So last night I rebooted my modem, rebooted my router, rebooted my modem, rebooted my router five times and everything came back up and it was fine. This morning I've I mean I've been working and the internet got slower and slower and slower. And so I'm kind of in the middle of that process again, except every time I boot my modem back up, it goes white for a second and then it turns red. Uh I called Spectrum just to find out what was going on on their end and we did an elaborate trouble shooting, you know, half hour and they told me that the modem is fine. Somehow the seems like the router might be letting me down here. So, I I thought I'd call and and see if you could help troubleshoot me. Yeah.
01:00
Speaker 2
this uh... mhm mm-hmm okay I see uh... just to make sure I got it right sir um your main issue is that you
01:00
Speaker 1
and and that's the the other issue is that unlike before where I had slow internet now I have no internet so the node won't connect.
02:00
Speaker 2
your your your Wi-Fi is giving you like a slow internet speed and you have done rebooting your system, uh, for for couple of times already. How far is that? And there are instances where your node, um, turns blinking red. I mean, from white to blinking red. I mean, white to solid red. I see. Mhm. I got someone on the right. Oh, when you did the reboot, sir, on your device, did you reset the router? You did not reset it. Okay.
02:00
Speaker 1
Okay. Yep, that's me. That's correct. Yes, that's right. Exactly. Yeah. [silence]
03:00
Speaker 2
so okay, um, let me just note that one here. All right, so, um, let me just run some verification first and create a quick record here in order for me to proceed further. I believe oh okay. I was able to pull up a record here. Um, I believe I'm speaking with Mr. Tim Adzinger. All right, and you have an MX 6200 Linksys device. Um, with two nodes. Right? Okay. Mhm. So you've been calling for the same issue over time and
03:00
Speaker 1
Solid red. [silence] Um unplugged, unplugged. [silence]. I've basically power cycled both the modem and the router. I've disconnected the router ethernet from the modem. I let the modem reboot so that it came up on its own, reconnected the ethernet cable and then put the power cable into the...
04:00
Speaker 2
So it's been happening for like a couple of times already and right now your parent node what's the light indicator showing? solid red I seen. They can see when the rest of the years. And no one. What have you done, sir, prior to um observing the parent node turns solid red? Now, the thing is, you can give it your shot, but the problem is, that that that
04:00
Speaker 1
parent node. six, six, about six times. yeah. about six times so far. that process I just described. I'm going to do it again but I can promise you, I can promise you that that they are well, that they're, that they're, that they're
05:00
Speaker 2
M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. M-hm. All right, sir. So when you have to go through there's a lot of trouble. Check and see what I can do to help you out with your concern, sir. And our first action would be checking the physical connection. You know, check the Ethernet cables if they are properly plugged in to the ethernet ports. Come from your modem to your system. M-hm. M-hm.
05:00
Speaker 1
understood. You're following the script. I Gosh.
06:00
Speaker 2
Uh-huh. Yeah, just checking, sir. You know? Okay. I'm not following a script either, but anyway, um, yeah. Uh, since you have done a quite troubleshooting, um, would it be fine with you, sir, if we will reconfigure your router? So, by means of doing, uh, reconfiguring, uh, we will, reset your router. Mm-hmm. Okay. Uh-huh. Uh-huh.
06:00
Speaker 1
I'm going to run a speed test. Like the speed is very, very slow. It's it's reconnected it's reconnected, but the speed is very, very, very, very slow. Like I'm getting I'm getting um 12 mega mega mega what is it mega bit per second where I should be getting I should be getting like three 300. But at least I've got internet connected. You know, we got that to work. Yeah, I think they're delivering me 500. But you know, usually I don't get 500 all the way to my computer because of the router. [silence]
07:00
Speaker 2
You said "add more notes", right? So, like that one? Okay. Yeah, hold on. You said, "add more notes", right? Select that one. Okay. Mhm. Mhm. Okay, sir. Megabits. Mhm. Okay. Uh-huh. So, your, um, subscries speed is 300 MPBS.
07:00
Speaker 1
BT that's what, that's what my modem is delivering, that's what's being delivered to my modem. Can I going to have to change the up, the the child nodes as well, afterwards? [silence] Well, in other words, we're going to reset this and we're going to go through a setup reconfiguration on the parent node. [silence] If that's all I do, will my child nodes still connect to the the the parent node that's been restarted? [silence]
08:00
Speaker 2
OK. I guess um yeah. Mmm. What I can suggest we do sir is perform a reconfiguration. Um so by means of saying reconfiguration, we need to reset your router. So since we're going you know, we're going to do a hard reset, it will erase your previous configuration, so we will be setting it up from scratch again. uh what you mean change, sir?
08:00
Speaker 1
Okay. All right. It sounds good. I don't know but it sounds it sounds like a shortcut that might work. So let's try it. Oh my god. Do you know how many times I've been a linksys customer ever since I got a mesh system to start editing with and and I mean I had the old ones, I have the new ones. I have had this same issue ever since I've been a customer. Like once every six to eight months,
09:00
Speaker 2
we will also be adding the child node back to the network. but if you wonder we can still perform um a channel finder before we do a reset and see if there's any changes with the speed. or have you done that as well? okay. so uh all we need to do if you have a linksys app, just open your linksys app. mhm. mhm.
09:00
Speaker 1
the whole thing craps out, and I have to go with customer service holding my hand through like a half an hour, you know, reorientate like the. I don't understand how that could possibly be, anyway. It's it's frustrating me enough that I'm, I'm going to look into something a little bit more mainstream like a Netgear that doesn't seem to have as many issues. I mean this can't I mean do you do you guys consider do you consider this to be normal part of of uh, of router ownership for people? Leave with my previous device yeah. Yeah, I don't know why that is. I mean, I need
10:00
Speaker 2
I see. Uh, we would respect your decision, sir, and this isn't uh, yeah. Oh, it's not really actually normal, sir, if you've been experiencing the same issue over again for even um, even with your previous devices. It's the same issue that you're having. Yeah. Cause there's actually a lot of factors that may have caused this one.
10:00
Speaker 1
That sounds good. I'm on my laptop. Yeah. Hold on for a second. I just tapped on, I just tapped on four nodes just to bring the four nodes up because I was going to look at them. And the app is just circling. Let me make sure I still have internet here. [silence]
11:00
Speaker 2
It's probably because of the placement or but anyway, um, let's try to do a channel finder first. Then let's see if there's any changes. Hmm. So, are you now on your Linksys app? okay, so let's top on the the three lines on the upper left corner. mm-hmm Mm. okay. okay. [silence] Mm. okay. [silence]
11:00
Speaker 1
Yeah, I do. Okay, that's weird, because now I have Internet connection, like, on my computer I have Internet connection. But here's what the app told me after it came back from circling. It says, 3588 Avenida Fey North has no Internet connection. [silence] Then try it again. I opened it and it says getting router settings. Okay, I'm in.
12:00
Speaker 2
Bejenda G, Imil, [silence] Um, can you try to force close the Linksys app, sir? And then try to reopen it. [silence] Okay. All right. So are you still on the Linksys app?
12:00
Speaker 1
I'm on the links as well. over there. OK. I'm again, I'm getting like a I'm getting like a rotating, a buffer. Yeah, the internet's not working. OK, it came now it came up. It's kind of like the internet, OK. In addition to being slow, it's intermittent. But now I've got my Wi-Fi settings up. I'm there.
13:00
Speaker 2
Okay. Uh, tap on the the three lines on the upper left corner. Okay. And then uh, let's go to Wi-Fi settings. And then advanced Wi-Fi settings. Mhm. Mhm. All right. And then um, on your Wi-Fi settings, you go to the advanced Wi-Fi settings.
13:00
Speaker 1
[silence] scanning channels.
14:00
Speaker 2
okay and then you look for channel finder that's under the Wi-Fi mode yes sir okay back board go to backwoods
14:00
Speaker 1
Yeah, it's scanning. [silence] Scanning, scanning still. [silence]
15:00
Speaker 2
All right. So, let's just wait for it, sir. and please do not begin your salary. Only one is always set.
15:00
Speaker 1
We're scanning. The thermometer is moving. Yeah, the thermometer is moving. It's just, you know, it's slow. And do I need to be near the node or can I walk around? Okay. [silence] The gate... [ silence].
16:00
Speaker 2
alright sir. let's give it some time. yeah, it actually really takes some time. um, I would suggest uh, near the parent node sir. um. um. um. let's just uh, clear press back and call in. so uh, sir, um, we are going to uh, because you know, regurgitating.
16:00
Speaker 1
It says we need a little more time and the thermometer went back down and now it's going up again. Hey, did these things, I was just looking online.
17:00
Speaker 2
can you do me the bonding of brain material? Okay, thank you so much. Uh, can we also do the brain? Mhm. Alright, sir.
17:00
Speaker 1
And it said, outdated firmware is the most common culprit. Um, and it, it says that one of the ways to avoid this is to make sure that automatic updates is selected. And is there any way for us to confirm that that's happening with these things? 'cause that's exactly what it feels like. It feels like, you know, there's, there's like an upgrade in the either on the Linksys side or on the Spectrum side. And my modem is just sitting here like dumb, and it's not able to work. And it's usually like multiple reboots force the download of the software. That's what, that's what I'm imagining is happening. Okay.
18:00
Speaker 2
Mhm. Yes, sir. Uh, Mhm. Mhm. Uh, uh. Mhm. But, but actually, sir, by default, the automatic firmware update is enabled but we can double check it later on.
18:00
Speaker 1
OK, the most satisfying thing in the world would be going through this to have one of the engineers here explaining what the hell's going on. [silence]
19:00
Speaker 2
Yeah, actually, the most complicated concern is normally the slow internet speed like for me, because there's a lot of factors that may cause the issue, and we cannot easily pinpoint the exact reason, especially if, you know, we are not a tech specialist or a network engineer.
19:00
Speaker 1
Right. Let me, let me, I just want to, I know you're, I know you, you don't know who you're talking to and, and, and I, but if, if it helps you at all to kind of troubleshoot, you should know that I'm, you know, I'm a, a 20 year, uh, uh, video, uh, uh, television editor who's been working Wi-Fi out of my home for like the past 15 years. I not only am aware of all of the requirements, but in terms of placement, I have, I have maximized placement. It specifically with all of those concerns in mind. Um, and also the number of nodes I have in the house and, um, you know, I, I, I'm, I've a lot of computer hygiene I do and internet hygiene I do. So by the time I call,
20:00
Speaker 2
the ones experiencing it beforehand, you know, physically, we're not... call us. That's one point. Wow.
20:00
Speaker 1
I'm, I'm, I'm, I'm looking at something that really shouldn't be happening, you know what I mean? I've troubleshot it. Oh, here we go. I got something. Channel finder. I mean, I don't know if this should surprise you, but it found all three. My router, um, the Linksys 06021 and the Linksys 03707. This is the channel finder. It says, We optimize your FM channels to improve your Wi-Fi speed and bandwidth. And then it then it says, We've optimized the router the and the two children nodes. There's a there's a button for technical details below or a done button.
21:00
Speaker 2
point of this app all right I just can see your screen but okay can you what are you seeing there on the screen uh-huh okay you
21:00
Speaker 1
Okay, sounds good. And for some reason right now, just so you know, I actually have four nodes on this network. And when I went back to, I went back to the home screen, you know, it shows the number of devices, the number of nodes. There's a box around the four, a red box around the four nodes with an exclamation mark. Like I'm being warned. Sounds good. Right. Okay. [silence]
22:00
Speaker 2
Then let's check if your firmware is on automatic update, then we can run a speed test again. Mm-hm. OK, we can check on that specific node later on. Sir, it might've got disconnected, so we probably need to add it back to the network.
22:00
Speaker 1
Yeah, I'm here, I'm waiting on you. I sent, I'm waiting, I was waiting on you. From there. Okay. From there. Automatic firmware update is on, I'm going to turn it off and turn it back on again just for the hell of it. Okay.
24:00
Speaker 2
Hello, sir. I'm sorry. Oh, okay. All right. So let's check your firmware, if it's enabled. I mean your automatic firmware update. So, let's go back to the three lines and to the options. Then go to advance settings. I'm sorry. Network administration. All right. Okay. Okay. Okay. Okay. Let's also check your uh parent nodes and the child nodes firmware, if they're all upgraded to date. [silence]
24:00
Speaker 1
So would I click on this same menu click on nodes and go over to the four? OK. And then what I click on each one or click on settings? OK. Ready for a firmware? On on the parent node, it's uh 1 0 14 216738. You got it 1.0.41.216738.
25:00
Speaker 2
Yes, yes sir. Is that behind the switch or the parent? Yes, sir. Uh, click on each one. The only option that you can log in is using the router password, not the Yeah, sir. Uh, just open any browser and type clean up the dots, sir. can you include the the dots, sir? All right, let me just repeat that one. It's one that zero that four one that two one six seven three eight.
25:00
Speaker 1
you got one mistake where you had 41 it's actually 1 4. that's it [silence] I have three, three of the same model and I have one, you know, older model. the two exactly and they all have the same firmware.
26:00
Speaker 2
0.0.14.216738. All right, sir. Thank you so much for that. All right, sir, can you also check the other nodes? But you do have um a system with I mean a system that consists of different models, right? Like you only have one of them. Okay. So you got three MX 6200. [silence].
26:00
Speaker 1
they do okay um there's a speed test here inside the app should i use that one okay uh no problem yeah it's back yeah i'm at four four six um it's
27:00
Speaker 2
okay, okay. now sir uh uh let's try to run a speed test again. uh no sir. let's try to open a browser because that's actually uh a different one. I'm sorry?
27:00
Speaker 1
Speed is back. I'm at 460. 450. That is good. No, I don't think so. It seems to have done it. So, for some reason, I guess, firmware isn't necessarily being updated reliably. Is that what's happening, maybe? Well, that makes perfect sense, other than this, which is that we checked, and automatic updates was turned on.
28:00
Speaker 2
Okay sir, that's good. I guess we don't need to perform a reconfiguration. Yes sir. Um, well, since the automatic updates are it it really impacts the um the connectivity or especially if your firmware is out outdated. So you need to uh really enable the automatic update. Because time to time uh once the firmware is updated, it will uh resolve those uh issues that was reported with this specific model.
28:00
Speaker 1
turned on, on all these nodes. So how do you explain that? How, I said, how do you explain that? Well, like let's say, okay, let's assume the problem was that these had outdated firmware, which makes a lot of sense. Why on earth, why on earth would it be out of date? Yes. No, no, no, my firmware right now is up to date for sure, right? Up, up to date. But but here's my, here's my question, here's my question. Before we
29:00
Speaker 2
Mm-hmm. Yes, sir. I'm sorry, come again. That Uh, oh, okay, okay. Um, yeah. Uh, again, sir. I mean, not out of date, but uh sometimes it would really cause the internet to be um having trouble if your your firmware is out to date, okay? But I'm not saying that your firmware right now is out to date. Yeah, it's up to date, yeah. Mm-hmm. Mm-hmm.
29:00
Speaker 1
Checked We checked and there's a button selected on the equipment that says it should check for updates automatically if if the problem was that I had outdated firmware How is it possible that my device would have outdated firmware if automatic updates is selected? Yeah. [silence]
30:00
Speaker 2
Yes sir. [silence] Oh, it's not always about the firmware, sir. So, your firmware is up to date, but there's also a lot of factors that may cause your internet to go down. Like for example, since we did a channel finder, your routers optimizes and moves to a different channel. So, you know, considering the days or the months that have passed, the channel where your network is.
30:00
Speaker 1
And where's the, where's, I see where's the channel, where's the channel that it's looking at. Is it in the, in the cable? [silence] Maybe, maybe, maybe, maybe we can, I'm going to give you a metaphor. Maybe it's a little like having to tune.
31:00
Speaker 2
s to this Internet right now is probably congested. So, by doing the channel finder, it will look for a channel that is less congested to avoid traffic. That's why it's now. It's kind of complicated because there's a lot of channels. Like, um actually there's I don't know how to explain this one in simple term, but there's a lot of channels. And it sometimes the the system works itself. You know, so it's really hard to explain it without it. Mhm.
31:00
Speaker 1
Like, like, a piano or, or a, a guitar. Like, you gotta just, you gotta tune the guitar for the deep because it may drift. The, the router may drift maybe, I guess. Oh, Lord. Well, listen, I don't know if I'm ever going to find that button again. But as part of my troubleshooting where is that? Was that under, let me just see if I can find it. If I go under settings and I go to Wi-Wi-Fi settings. No, rejected Wi-Fi setting. Is it Wi-Fi settings? Advanced Wi-Fi settings. One second. I want to put my eyeballs on that button one more time. Advanced Wi-Fi settings. And then channel finder. Scan channels. [silence]
32:00
Speaker 2
yeah, yes, I'm paying a like You can you get out Oh Yeah, sir. Sure. yes sir yes sir, Wi-Fi settings. And then advanced Wi-Fi settings. Okay, sir. Yes, sir.
32:00
Speaker 1
automatically optimizes the best channels. Okay. I think, thank you. You did find a solution and I really appreciate it. It's better than me. It's better, it's better than me throwing these out in the street and going to buy a new gear. which was my next step. All right. Back in business. All good for now. All right. Oh wait, one more, wait, one thing. Can we get that child node back online quick before you go? Let me try to remember where the hell it is. It looks in the garage. I'm going to bring it inside so it's next to, this goddamn thing.
33:00
Speaker 2
Sure sir, no problem. Yeah, sir. Uh, yes sir, so yeah. I think we're all good for now, sir. Good. That's good, sir. Okay. That's good. Oh, sure, I will be the one who will ask for the serial number. Oh, sure, sir. No problem, we are going to check if the device. Will be able to receive a technical we found out that. Your device has already. been out of warranty and end of life. um, support, we can no longer provide you technical assistance and you don't want to reset the device so that you won't have an internet and that's why i'm asking for the serial number.
33:00
Speaker 1
Okay. I am, I think I'm ready to, set it, set it up. Do I have to, plug it, do I have to set it up next to the parent or can I set it up next to one of the, other child nodes? No, this is an older one. This is a VLP 01. I'm totally, I'm totally aware. That's why I bought these three new ones to replace this and this one's, this one's brothers. So in other words, you're not allowed to help me set it up? [silence] So just tell me how to, what do you want me to do to this? Should I, should I run to cable to connect this this one and the parent? [silence]
34:00
Speaker 2
to make sure that your device is still capable of providing technical support yes you have devices that are out of warranty but still capable of providing technical support um so what child node is that sir is it the same model with your parent node 1 o 0 1 um just to set your expectations sir we no longer provide any troubleshooting assistance for that specific model.
34:00
Speaker 1
Okay. Yeah. Right. Okay. That's not. Okay.[Silence]
35:00
Speaker 2
Unfortunately, sir, yes, but I can provide you you some insight on what you can do for for you to be able to bring it back to life. I'm sorry. Yeah, just bring it, bring it into the period node before resetting it. Just try to power cycle it near the parent node and see if it will connect back. But if it doesn't connect back after 2 minutes, you can reset it by pressing and holding the reset button for 20 seconds. After 20 seconds, it should give you a purple light indicator or a pinkish or red light, which means it's on setup mode. Then after that, if it shows you that light indicator, you can perform the 5-press method onto the parent node.
35:00
Speaker 1
Okay. Yeah. No, no kidding. Yeah. Yeah. It'll circ it'll seek. Yeah, it'll seek. So one more time, just in case, in case it doesn't just come up, which it may. What I want to do is I want to press and hold the reset button on the child node until the light goes completely out and then it comes back on with a purple or reddish pinkish purple color, right? [silence]
36:00
Speaker 2
So all you need to do is just press the reset button on the parent node five times within five seconds, not too fast and not too slow.
36:00
Speaker 1
A long, long time. Yeah, okay. Keep holding. Better. Make sure it goes it you kill it first, you got to kill it. Choke it until it's gone. And then it'll turn purple. And then on the on the parent node, it's it's on off, on off, on off, on off, on off or whatever, reset five times inside of five seconds. And that should do it. And do I monitor this with the with the app open? I must have to look at the app, right? [silence]
37:00
Speaker 2
just press and hold it for at least 20 seconds. You can for 20 seconds. Don't just uh yeah. Just don't just um um really uh I me I mean yeah. Don't just wait for the light indicator to turn off because it's just normally just 15 seconds. Yeah you you continue pressing it until 20 seconds. Mm-hm. Yes sir. yeah Yes sir. Uh press release.
37:00
Speaker 1
Okay. Hey, did you say, did you say, did you say that the the note should have a solid blue light? Yeah. Yeah, yeah, yeah. I think it did, I think it did. I, I, I restarted it. Yeah, I, I, I, I, I restarted it a second time, cuz I thought solid blue was wrong. I was looking for white. Oh no, I'm getting red. Okay.
38:00
Speaker 2
so just have to wait too, you just have to wait until it's turns go um, I mean it turns back to this solid blue light. But in the event that that the five press method didn't work. You need to reset the child node again and then add the child node using the lynx app instead. So that's your second option. Yeah sir. VLP 01 it did turn solid blue. However, you reset it, it will delete the old information that is stored in your router, it will be cut. it's an uh, it's an older model, so it's an intelligent mesh router, so it should give you solid blue as a um, um as an indicator that it's online.
38:00
Speaker 1
I got you. No, it's blink and red. That's bad. All right. Well, thanks for your help. I appreciate it. Okay. Take care. Okay, bye bye. You too. Take care. Bye.
39:00
Speaker 2
mm-hmm alumina okay all rent sir yes no problem all right you too sir have a great day thank you for calling again by for now
39:00