Speaker 2
Welcome to LynxZest Support. To assure in quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling. It's LynxZest. I'm Josh. I can help you.
00:00
Speaker 1
I have a good signal. I get 212 megabits. I plugged the parent linksys velop into the Starlink router and the speed drops to 40 megabits. Why would that be? I'm sorry? Did you understand what I explained to you? When I connect to Starlink directly via Wi-Fi to the Starlink router, I get 212 megabits per second. You understand that? When I plug in the link velop parent uh uh what do you call it? device into the Starlink router, the speed drops to 40. I've subscribed. I'm getting the correct speed when I connect directly to the Wi-Fi router. My subscription is at 200 megabits per second. I'm getting faster than that. I'm technically calling because when I connect my Ve, my Velop to the router, the speed drops to one, one quarter. Why is that? There Parent
01:00
Speaker 2
I exactly uh hear the same saying as you said do you see yours subscribed to at T OK now. sir too uh technically you're calling because they're not getting enough routes you month that you have we will uh check that on that sir can you first please uh tell me mother uh where your number of your link is device
02:00
Speaker 1
32 November, 10 mic 3 Bravo Alpha. 09514 hello Hello Okay just make sure that your voice is very faint So you did copy what I just gave you correct That is correct Nine
03:00
Speaker 2
yeah just give me a moment here, I'm checking it here yes that's three two N 10 M three B A 09514 and he said that you have how many nodes?
03:00
Speaker 1
all of the same model. That is correct. And they were all, I have two service providers now. The one I've been using for the last two years is Vodaphone, which is a cable connector, right? And I have just now installed a Starlink router, and I'm trying it out. It works fine as starlink along with their Wi-Fi, but the moment I plug in the velop into the Starlink router, the mesh network drops to 40. So, I get 222 on Starlink and I'm getting 40 when I plug in the velop parent node.
04:00
Speaker 2
All of the same model, correct? And your internet service provider currently is Star Link. Okay, so when you connect, it... [silence]
04:00
Speaker 1
I'm sorry, what was your question? When you say the system, what are you referring to? When you say reconfigure, what do you mean by that? Uh, sorry, just a quick question. So, in other words, that's the only way to get it because it's working. It just the speed drops. Well, I shut it off before I plugged it into the Starlink. I again, but I shut it down completely before I plugged transcribe [silence]
05:00
Speaker 2
Okay. When you connect the Linksys router directly to the Starlink router, did you reset and reconfigure the system, sir? When you connected the Linksys router directly to the Starlink, did you reset and reconfigure the system, sir? The Linksys? Like reset, factory reset and then reprogram the system, sir? Have you tried to reboot, sir, the Linksys and plug and re, replug? All right.
05:00
Speaker 1
Shitting into the Starlink router, I can shut it off again and see whether or not it makes any difference. Yes, definitely. Yes, I took exactly the same Ethernet cable that was plugged into the Vodafone modem router and put that one into the Starlink CAT6. By the way, a quick question to you, matter of curiosity. By the way, I'm rebooting the Lynks parent node. What is it,
06:00
Speaker 2
you're using the same cable there that you use on the uh to connect the linkages to the Vodafone router? what is the cable that you're using sir? okay what's the what's the specs okay is that a cat 5 cable or cat 6 cable
06:00
Speaker 1
the bandwidth limitation of 5E. How's, how, what, what's the speed it can go to? That is correct. You. You just asked me if I have a 5E or a 6. One sorry, one gigabit. Yeah. So there should be no, so even if it's a 5E cable, that should not be the constraint, right? Uh I do have a computer. Yes. Uh can I connect it?
07:00
Speaker 2
You mean you're referring to the cat cable, sir, correct? So for the cat5E sir, it could actually cover up to 10, I mean, one gigabit? 1 gigabit? Yes. Also, sir, do you have a computer that can be wired that can uh that can cater wired connection?
07:00
Speaker 1
I've called Linksys before, I spoke to a colleague of yours about 2: and a half hours ago. Okay, I'm connecting. The Linksys device. I have a solid blue light again. So I'm going to try and, one second. Okay, I'm connecting.
08:00
Speaker 2
he'll have you call linked this before this is the first time okay can I verify your phone number sir that's seven four two nine four three seven six one zero correct I'm speaking to Edward modem okay is may I ask sir how long you've going to using this Linx's device
08:00
Speaker 1
I don't know, a year maybe. The parent yes, possibly two. Probably two years, actually. I'm just going to test the speed again. It's going to 43. It only does 42. Sorry, you're asking me if I can plug my computer in. I I don't have a uh, I have to get a an Ethernet adapter to be able to do that. No, but I can can connect it by a Wi-Fi. Is that not good enough? [silence] So, if your device is not currently connected to a Wi-Fi, that is why it doesn't have an internet connection. [silence]
09:00
Speaker 2
Yes. How long? A year. Okay. Okay, about this one, sir. Is your computer capable of wireless connection? I see. The reason why I asked, sir, the reason why
09:00
Speaker 1
Starlink router mm-hmm You mean the the modem effectively modem which is the Starlink one? You want to know if the Ethernet port is putting out the same speed? Mm Unfortunately I do not have the adapter to be able to plug directly into it. Uh that's the only way to test it though isn't it?
10:00
Speaker 2
AIS sir is um it's our uh protocol sir to test the output of the modem sir uh sir uh that you're getting 222 megabits per uh megabits per second sir when you're connected to the wireless um um wireless um uh um Of the starlink router sir but the output sir for the wired connection sir is different uh we want to make sure sir that your the router is getting the right speed um um um um That's why. Yes. Yeah.
10:00
Speaker 1
Can I ask you a question? When you say the router, you mean the Velop router or the... The.. Okay. You. That's not something you understand. So, so can I... You don't support it. Can I connect to the Linksys via computer via Wi-Fi? I think I've done it before. Let me go get my computer. Just one second, please. Can you hear me now? Yes. Okay. Silence
11:00
Speaker 2
No, sir, we can actually try to access the router's settings sir, to make sure that all the settings possible are on the default and, um, maybe do some, um, work arounds in there. We will use yes, because we will not touch or do anything on your Starlink router sir because they're not trained on that. Yes. Yes. And, um, just to set your expectation as well, sir. If in case that, uh, doing work arounds will not help, workstation, are you, is we will
11:00
Speaker 1
I, I, I've got nine nodes and I've got 16 cameras. Uh, I'm going to try and avoid that at all costs. Okay? That's the worst, yeah, exactly. It's the worst possible case. Let me get my laptop. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16. What is the worst case scenario? Okay, I've got the laptop. One second, let me just turn it on. [silence] OK, so um... connected,unconnected. OK, I've got my laptop open now. Are you still there? I've got my laptop open now. Yes yeah I am.
12:00
Speaker 2
[silence] Okay, yes. [silence] Okay. Now, um make sure it's connected to your Wi-Fi Network. Okay, and then, um,[silence]
14:00
Speaker 1
Okay. Yes, go ahead. Just keep going. I'm not sure how to do that. Wi-Fi settings? Maybe that's in there. Wi-Fi details. It's one zero dot two two zero dot one dot six zero. And I have a router address.
15:00
Speaker 2
You open up a browser. All right. On the address bar, uh, before that, let's check first the IP address that your linksys network is providing to your linksys, I mean to your computer. Please go to the Wi-Fi settings first and check the IP or the wireless properties. Yeah, it's 1.1. Okay. So open up a browser and type in 10.2.0.1.1. 1. 1.1.Yes. 10.220.1.1, That's it, sir. That's the router IP.
15:00
Speaker 1
One second. Continue to link to Linksys Smart Wi-Fi. Okay. Access router. It says access router. I'm not sure what that is. It is it the one that's on the bottom? Invalid router password. Let me look at this. Oh, hold on. I have a saved password. One second. Stand by. Somebody somewhere. Invalid password. It's not accepting it.
17:00
Speaker 2
just type in your route of password uh... yeah type in your router password by default it's admin you can try that first if it will not work we'll just reset it okay just say that okay
17:00
Speaker 1
Okay, sorry, go ahead. Reset password? Mm-hmm. It wants my recovery key. That's on the bottom of the router, right? Mm-hmm. A minute. [ minutes ] Okay. Repeated a new admin password. I'm gonna use a new strong password. Quitted. Copy it. Okay. Research. User name, correct. No. Want to save it? Okay. I'm in the um admin, I'm in the Linksys Smart Wi-Fi now. SE side. The right hand side of my screen. I see parental controls, gas access. The bottom right hand corner is ah priority. Ah. Yeah. I see it. Mhm. Yup, I'm there now. Yes. Got it. [silence]
18:00
Speaker 2
scroll the way down the bottom right corner of this screen look for the option the CA option click on it yes no its below that bottom right click good click on it [silence]
19:00
Speaker 1
Okay, yes, done. I've got a priority it's on. Okay, off. Done. 49.4 sorry, 49.48, 100 megabits.
20:00
Speaker 2
Okay, very good. Okay, now click on priority on the left side. Or device priority. Yeah, is it on or off? Okay, please turn it off. Yeah. Okay, and then above that, sir, above the toggle, there's an option or below, it says, we are prioritizing your device based on the speed of. Okay, click on that. Click on that. That speed there or that, yeah.
20:00
Speaker 1
okay, okay, run speed check again, okay, okay, okay, I won't, I won't do anything you don't tell me to do, okay. Okay, done? Yes? In both windows? Up and down. Okay. Got it. Hold on. I don't know if I saved that. One second. Let me, I'd rather use manually. 0. I click okay.
21:00
Speaker 2
And no, no, no, sir, not yet. So after that, it will, there's a, okay. Thank you, sir. Uh, there's an option to click on I'd rather use a manually entered speed. Okay. And then there's two boxes there for download and upload. You, you put zero there, sir. So delete the numbers and put zeros on it. Yes, on both the box for download and upload. And then hit okay. If you, if you click okay.
21:00
Speaker 1
Okay. Now it's showing 0, 0. Yes, okay. On my ... I should do it in this ... in this, on my laptop. Yeah, open a new tab and what is it called? IMSS speed test. But I'll do the whole not. Google. Let me. You go. Yeah, it's still doing 35 33 now. Megabits. Mm-hmm.
22:00
Speaker 2
Okay. Now, test the speed again. Um, yeah, sure. Um, open a new tab. Argue using speed test by OKLA? By the way, sir, just to verify, uh, do you have your Wi-Fi network bandwidth- um separated-
22:00
Speaker 1
Sorry, ask say that again, please? [silence] No, No, I don't. [silence] Yes. [silence] I'm getting 45.57. Uh, I'm now inside the yeah, yeah, 45.7 is what I'm getting. Download. [silence] Okay, I'm close this window here. [silence] Okay, I'm there. [silence] Should I close the prior? [silence]
23:00
Speaker 2
You're getting 35 MP in front of me. I think I'm go back to the router or settings, but I know, there's a speed.
23:00
Speaker 1
Okay. Speaking downloads, speak. Still.
24:00
Speaker 2
Yeah, click okay. And then there is speed test or speed test, there on that page. Oops, okay. You test the speed again then.
24:00
Speaker 1
It's at 98.6 now. 98.6 down and 6.0 up. That's on the Linksys smart Wi-Fi speed test. Yes. Take your time. I, I think I have um, I have some devices. So I click, OK on the speed test troubleshooting?
25:00
Speaker 2
Okay. Let, uh, we will try to isolate this issue, sir. We will separate the network band to the router, so we can identify which network is providing slow internet speed. If it's a 2.4 or the 5G, but don't worry, sir. Your devices will not disconnect because we will only modify the 5G network, not the 2.4. I believe the camera connects to 2.4. So, we will leave the 2.4 Wi-Fi names as it is. And also, sir, before we do that, before we do that, sir, please click on troubleshooting on the left side, sir.
26:00
Speaker 1
yes. I'm sorry, I don't, I see status, yeah. Oh, I see that, yes, mhm. yes. I'm there, mhm. yes. Um internet is one gigabit. And underneath that, I have ports one, which there's
27:00
Speaker 2
All right and the troubleshooting sir, click on the report under the status tab. Yes and then report right next to you devices, okay? And then you scroll all the way down to the bottom sir. There world the port table. Where on the where on the box for internet sir, the for the internet port? Where is the X mark located?
27:00
Speaker 1
nothing next to it port two has one gigabit port three is one gigabit and port four is 10 to 100 megabits [silence] I think um sorry I I believe that I have uh a couple of cameras do I have a couple of or is there more than yeah I think there but okay would not be the end of the world if I have to reconfigure them but yeah uh let's let's uh so you want to separate the 2.5 from the 5 gigahertz correct we're going to have separate uh okay let's let's do that I think I only have two cameras that are running on 5 uh um uh gigahertz so I I I'm happy to reconfigure them that's fine if I have to.
28:00
Speaker 2
okay okay good okay okay okay go ahead yes boss okay you will not reconfigure them
28:00
Speaker 1
Wi-Fi settings? Okay. I have the page open now. Yes. I actually have three. I've got one 2.4 gig and I've got five 5 gigahertz. Sorry. If I change the name, any devices connected to that network are not going to find it anymore.
29:00
Speaker 2
Okay. So now you click on okay under troubleshooting and go to wireless settings or Wi. Fi settings. Okay. And then you'll see there, there are two networks, right? There's 2.4 and 5G. Wait. Okay. And so for the both 5 gigahertz, you put, uh you add on the name underscore 5G. Again, on the 5 gigahertz, the 1 and two, you add on the name space. 5G.
29:00
Speaker 1
Okay. So I'd so I don't make a mistake. Thank you for that. So so I don't make a mistake. So which name do I change the 2.4 GHz or the 5 GHz? Okay, both of them. 5 G. Okay? Okay. Apply? Okay. Okay. You're updating Wi-Fi settings. So we'll disconnect all devices including this one from the router.
30:00
Speaker 2
it well, stay connected to the 2.4. Now, for those devices that you have, uh, that are, are capable of 5g connection, then you can reconnect them to the 5. But literally, there will be, they will still be connected to the Wi-Fi, only to the 2.4. The 5g, the 5g, sir. Yes, just add _5g or space space 5g. Yep. N
30:00
Speaker 1
reconnect devices using new wireless settings below so I'm gonna have to reconnect devices. but that's the whole thing right? remember I said cause I haven't changed that name right? okay. okay I'm praying. I click yes. your router is applying changes. I click okay. okay waiting
31:00
Speaker 2
Yes. You will have, um, you will not be, you will not reconnect a whole device, because they will not disconnect from the Wi-Fi, only that they will be connected to the, um, 2.4. Yes.
31:00
Speaker 1
it still says waiting still says waiting says route not found route not found route not found route not found say click re-transcribe say new model click new model so far holding space lists open measuring found side side global population whole way [silence] Hello? Uh, I click retry. uh-uh and click retry. Uh, correct? Root not found. Yes, I am. Uh, not 5G I'm connected to the old one. Other networks. Okay. And what's the password to it? Now. I have to find this one second.
32:00
Speaker 2
[silence] Yes. Yeah. Yes, uh hello. Make sure that your computer is still connected to the Wi-Fi. Now check on the Wi-Fi settings if it is uh the 5G network is still uh is still available. [silence] Okay, try to connect to the 5G, sir. Yes. It should be available on the list of available networks. The same password, sir.
33:00
Speaker 1
what is this called link log in management is okay I'm now connected to that network so I need to come on show password It's not accepting that password. How's that possible? I've just connected to connected to another other network. One second. So I've got sorry just I'm got I'm on Wi-Fi settings to I just click what do I click okay cancel a new tab I close this one right okay okay and Yep I've got a open a new tab what do I type in oh speed test got you got you okay says connecting [silence]
34:00
Speaker 2
[silence] and check the peak and yeah, so open up a new tab and check the peak. I know. Just open a new tab on the browser. No, no. Do not close, just open a new tab. You see the plus sign at the top. Okay. [silence] Check the speed through. speed-test.net.
36:00
Speaker 1
Finding optimal server. Speed tests would like to use your current location to don't allow. So I'm still at the same speed. 35, 36 megabits. 40, 41, 42, 43, 44. And I'm getting 3.2. 3.34 up. I'm getting 44.69 down and three point I'm getting 4.4. where doesn't matter. 4.4, 4.59 up. 2 which one? 2.4. Okay. One second, please. One second, please. Okay. Okay. I'm connected to it now. Yes. Wi-Fi settings. Settings. Wi-Fi details. Okay. Hmm. I don't see that. No, it doesn't have a link. Details of got private Wi-Fi address. Wi-Fi address, low data modes. Limit IP address tracking. IP address. Router. Yep. Hmm. No. No. No.
37:00
Speaker 2
okay, can you check the wireless properties first? and then look for link speed. What do you see under details? That's it? There's no advance there sir? Your property. There. There's a nil advance there. You want it? No, it's fine. Thank you so much.
38:00
Speaker 1
Now, and on the bottom I've got forget this network cancel or OK. It's a Mac. it's a Mac. Now, on the left I've got TCP IP DNS WNS. okay. There's no speed here either. It says configure IPV4 using DHC. This is IP address subnet mask, router, DHCP lease, DCP client ID, configure IPV6, router, there's no speed here. No. Yes, I do see hardware.
39:00
Speaker 2
This, uh, is this a, a windows, the computer you're using? No. Okay. Um, is there like, advanced, options there, advanced. Uh, okay. Okay. Uh, click on TCP IP. Sorry. [silence] There's no link speed. Okay, how about, how about hardware? Can you see hardware?
39:00
Speaker 1
connecting 32 33 35 36 37 39 40 43 44. it says 40 and 43.6 down and it's testing me up. So, where did it get that 90 96 from? How did that happen? Okay. Take your time. [silence] Thank you. Thank you. Hello? Sorry. You want me to open another brother. Another brother. I'm, I'm at the links. It's page...
41:00
Speaker 2
okay, thank you sir. [silence] Hello. Um, yeah, I'm sorry. Um, thank you so much for patient for waiting on the line, sir. Um, I forgot we haven't done, um, we haven't checked the firmware version of the router, sir. So let's check it first. Um, on the web interface, sir, the router settings of the browser, the browser is up. When we access}
42:00
Speaker 1
It says Wi-Fi settings. I've got okay, cancel or apply. Okay. It's open. Hmm. Okay. It's 1.1, point one-two, point two-one zero-zero-six.
43:00
Speaker 2
Okay, click connectivity, click, okay? Under Wi, Wi-Fi settings, Wi-Fi settings, and go to click, click the connect, uh click on connectivity. under connectivity. Um, the details, uh, the details there. on the right side on the basic tab. Uh, the details word is highlighted, it's in bold, and there's a bar down arrow right next to it. It's inside the box that says for more for more updates. Click on the bar down arrow right next to the details there and tell me what's the current firmware version of the node.
43:00
Speaker 1
Okay, I have one, I have one node on the network that is not a MX5300. Uh they're all, I have one model which is a WHW03 version 2. 321, sorry, I beg your pardon, 2.1.20.216892. Okay, good.
44:00
Speaker 2
Is it the same for all of the nodes, sir? What's a muzzle, sir? And what's the former version, okay? So it's up to date. All of your notes are up to date, sir.
44:00
Speaker 1
good question yes I'm probably no I'm not I don't think I'm on no I'm not on Wi-Fi calling no I'm not the parent node and the Starlink satellite that that is that is the modem okay so check the power out of the
45:00
Speaker 2
Okay, so, before I will put you on hold, sir, let us perform a reboot or power cycle once again, sir. We will both turn off parent node and modem. So, first, the parent node and then the modem. By the way, sir, are you in Wi-Fi calling? Is it okay if we will do the power cycle? Okay then, if that's the case, then let's turn off the router and then the modem. So, when I say router, so that's the parent node? The modem? Yeah. Right? Yes. Mm-hmm.
45:00
Speaker 1
Parent node and Oh shut down the motor satellite tank. Okay, they're both off now. They're both off. Okay. Okay. Okay. Okay. Okay.
46:00
Speaker 2
Alright, now tower on the modem. Wait for the modem to fully boot up before you power on the parent node. [silence]
46:00
Speaker 1
I'm just going to to test to see if I can connect to the Starlink modem router first. And then I will uh when I log power up the links us for a second on my phone yeah so i'm sorry my links I'm only getting 78 right now but okay it's working so let me power up the the launchers i'm getting getting 78 on second. Let me stop again. So yeah, I got got 78 on the links is um directly. So it's jumped down, but okay, so I've got the so, where did we get 98? Where was that coming from? Take your time, please. Take your time.
47:00
Speaker 2
Again, Sir, the 98, that is the the speed that your router is getting from your modem. Anyways, Sir, let me just proceed and put you on hold so I can verify my resources here. [silence] [music] [silence]
49:00
Speaker 1
Hello No problem. Yeah. [silence] Okay. Okay. Right. Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps.
52:00
Speaker 2
It is not tested because we did not um connect computer directly to your modem. Because we are getting 98 mbps sir when we check the speed uh when we use the speed test on the browser sir i mean the router settings. and that definitely is uh it shows sir the speed that your router is getting from your modem. So technically it is testing the speed directly to your uh modem. So I'm guessing that the issue here is coming from your Starlink device. That is why um um I would recommend this time sir to secure an adapter sir so that we can or any computer you may have that can be wired directly to the modem to can so that we can verify the output via wired connection sir.
53:00
Speaker 1
Um, yeah, and I I will do that. I will do I normally have it, but it's in a sorry, it's in another country, which is not your problem. It's my problem. Uh, I'll have to buy another one. I'll order another one. But um, yeah, I I'm just looking here on the uh, on the cameras and they seem they all seem to be working. So on 2.4 2.3. Yeah, yeah. Yeah. Okay. And I now have a separate uh, 5G. Yeah, I have a separate 5G network, correct? Yeah. I do. Okay. Yeah. Okay. Okay. Okay. Well, yes, I'm I'm going to [silence]
54:00
Speaker 2
Yes, because they are connected to the oh the original, not work, which is now the 2.4 Yep. Yes. Yes. So technically, sir, the 2.4 provides low internet uh slow speed. Well, the 5G provide uh faster speed, but they differ as well from the coverage. The 5G is short range. The 2.4 is long range. Now, sir um
54:00
Speaker 1
Get a, uh, a, Devar, I'll buy, I'll buy a, adapter so that we can do the testing properly. Um, but, um, you know, you've been very, very helpful. I'm gonna leave the two network separate, the 2.4 and the five gig. Um, uh, because, uh, there are, uh, a couple of devices here. I need to have a separate 2.4 gig network to be able to work with. Um, but okay. And then, could you send me an email with, uh, a reference number so that I can pick up where we left off? You've been very, very helpful. Thank you very much for your help. I'm gonna go out and try and buy the device now. Uh, but it's gonna, it's gonna be, it's gonna take me a couple of hours at least. Um, but, um, yeah. Thank you very much for your help. You've been really, really helpful. [silence]
55:00
Speaker 2
[silence] okay then yes okay. all right sir. [silence] no worries sir. if you want me to call you back sir whenever you have time I can do that. [silence] okay okay. all right then just give us a call back. okay.
55:00
Speaker 1
Thank you. Take care. Okay, very good. Thank you. Thanks.
56:00
Speaker 2
no worries sir thank you so much for your time as well sir and for your cooperation i really appreciate it see you take care sir and i will send you the uh the email right after we got off the phone okay you're welcome sir and take care always
56:00