Speaker 1
Yeah, my Internet went down, and then I called Spectrum, who's my Internet provider, and they rebooted it and did whatever, but they said that the problem is my link system, and I have a link mesh system with three devices, so can you help me?
00:00
Speaker 2
welcome to linksy 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] Hi, thank you for calling link sys. This is Joy, how can I help you today? [silence] Mhm. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] 25 F like in, like in Frank, 13 M like in Mike, three 5 B like in Bob, 112799. My name is Gordon, G-O-R-D-O-N, and last name is Lin, L-I-N-N.
01:00
Speaker 2
Yeah, sure. You have the serial number of your Lenovo device, please just one of them. [silence] May I have your first and last name, sir? And lastly your email address.
01:00
Speaker 1
My name Gordon Lun at Yahoo dot com. Yeah, this has happened before. And what I've done is, you know, unplug it and then plug it and it seems to be fine, but it's not doing, it's not working this time. The red light is on all three of the mesh systems, including the main one. The red [ silence ] Yes. What? No, it's a solid. Oh, it's blinking red.
02:00
Speaker 2
Gordon L. at Yahoo.com. thank you so um okay so did you already do a sequence reboot on your modem and the router? Okay. Right now, what's the light of the main node, the one that's connected to your modem is it solid read or blinking red? Okay, I see. So if it's still blinking.
02:00
Speaker 1
And that, this' done by you. How is that done? You do it you don't say again. I don't know. Let me look. I don't think so. Or maybe if I just go under apps.
03:00
Speaker 2
It might be disconnected from the spectrum modem. So we might end up doing a full factory reset and reconfigure or set up the nodes again, if you're fine with that. But all of your settings will be deleted. But we can still set it up again to what you want it to be. Um, do you have a Linksys app on your phone? Do you have a Linksys app on your phone? [silence]
03:00
Speaker 1
Okay. Perhaps under L. Yeah, I do. And it says. I'm at... Allow Linksys to access Bluetooth, Siri search, notifications, background app refresh, cell data. Should I hit... Okay. [silence] on the button.
04:00
Speaker 2
um. okay. so we will just try to do a full factory reset on your router. we will use the app later. we will work on the node first. alright. so kindly reset the main node first. just press and hold the reset button until the light will completely... yeah. press and hold it until the light [silence]
04:00
Speaker 1
Okay, it went to green. And I've done that before, it goes to green, but then it'll change to red in a little while. No, I don't think so. Let me hold the reset button again. Okay, the lights out. It turned blue, but it's not blinking.
05:00
Speaker 2
So completely go out. Okay. Okay. Did the light completely went out while you present hold the reset button? Okay. Okay. You can let go, then wait for it to turn back.
05:00
Speaker 1
it's still a solid blue Okay. Yeah, I, I'm, I'm retat. Yeah, I'm retired, so I have time.
06:00
Speaker 2
Yeah, that's all right. Just wait for it. Just give it a minute. Because for these models, if it's older, yeah, it will take some time to respond.
06:00
Speaker 1
You know, it actually looks gray and then when I put, oh no, it now went to red. Solid red. Solid red.
07:00
Speaker 2
Okay. (solid red or hot pink?) Okay. Can you uh press the
07:00
Speaker 1
Okay, five times. One, two, three, four, five. Orange, it went to orange. It's, it's blinking but slowly it's Orange, then off, then, yeah. Okay. I never had, it go to orange before though.
08:00
Speaker 2
Okay, button five times, one press every second. Okay, then what's the light of the router? Is it blinking? Okay, just alright it's still trying to set up. So just wait for it. Let me know if it will turn to solid blue or teal.
08:00
Speaker 1
It's going to Orange than to blue for a second then back to orange again. It's still blink again. Oh, now, now it it went to a it it a actually went from orange to blinking blue to one flash of green and now it's orange. And blue for a second. It's orange for the most then it goes to blue for a second. Oh now it's now it's solid green. Does that mean it's working? Okay, one second. One second. Okay. Wi-Fi
09:00
Speaker 2
But blinking. Okay, good. So, on your phone, can you go to your Wi-Fi settings, first? And can... Okay. And then look for the network name and that is Netgear setup. Yes, you connect to it. And if it will ask for a password, check at the bottom of your router, use that default password there. Yes.
09:00
Speaker 1
if I got uh weather station
11:00
Speaker 2
Okay. Can you try to check first if the Internet is now working, like if you can Google something or check your emails before we proceed with the app? Mm-mm.
11:00
Speaker 1
No, so my... It's still not working. even though the green light on the Linksys is green. Okay, now what about my... Will the other ones automatically be green? That's the main... Okay. The others I'm working around the others are still...
12:00
Speaker 2
What's the light of the router? Okay, so if it's green, that means it's connected and online. We will try to yeah, we will try to set up the main node first, to its original name. Like what you want it to be. Then we will check if the others will automatically connect to it. But if not, we were going to reset and re-add them to the system.
12:00
Speaker 1
red, one is blinking red, and the other, I think it's solid red. This is pretty complicated. It was much easier when I first set them up. I know they're both, they're both... Say again. Okay, let me go get them then. All right, cause they have plugs into the wall and everything. So. There'll be a few many. All right. I'm bringing it into the other room. I won't plug them in or anything yet. [silence]
13:00
Speaker 2
Okay. Yeah. Can you bring those nodes instead? Bring those nodes with you and then plug them in right next to the main node or at least two to three feet apart from it.
13:00
Speaker 1
I'll just put them in there. And the main one is still green. I'm going to get the other part of the mesh system. It's weird. This has never happened before. I always was able to connect them right away just by turning them off and turning them on. I'm plugging, I mean, and then plugging them back in. Okay, now I have them in the other room. Do I need to plug them in yet or not yet? Okay, I gotta get.
14:00
Speaker 2
[silence] Plug them in right next to the main node or at least two to three feet apart from it.
14:00
Speaker 1
[silence] down here to get at. Okay. One, two. And they'll probably within a foot of the main, or 18 of the main up. The main node is still green. And the
15:00
Speaker 2
yes let's just wait for them to boot up and let's set up the main node first can we open the lyncsist app again and let me know what can you see on the page or what does it say No put it on. Then open your Linux app. Yes. Uh-huh. Can you just close the app and then reopen it again?
16:00
Speaker 1
Can I see it? It just says, allow LinkedIn to access and it has all those things I read to you. It doesn't have an app open or close. I just closed the Bluetooth and I closed the background app refresh and I closed the cell data. And now I'll open them again. But it doesn't _ (quiet cough) _ there's nothing that says open or close the app. (quiet singing) I don't know. I'm trying to find out.
18:00
Speaker 2
Can you delete the app and then reinstall it again? If you cannot force close it, just delete it so that we can go back to square on. Can you access it on this screen not on your setting? Yes or it let me know once you find it Thank you.
18:00
Speaker 1
I don't think it's on the screen. I think it's just in my my settings app library. I'm still looking further. But I don't recall seeing it in the past. Okay, let me do that. Okay, I'm going to the app store. I'm just sorry. [silence]
20:00
Speaker 2
Or try to check the App Store or your Google Play Store. Search for LinkedIn.
20:00
Speaker 1
Hold on. Hold on one second. Hold on one second. How's it writing another? Yeah, uh, well, uh, I, I, I hit it where it says open. Okay, so I have, um, terms and conditions, whatever, whatever I, I guess I never loaded it before. Sorry, should I hit end user license agreement? End user license agreement. Okay, agree to, um, what about terms of service? Um, agree to all of that. Alright, I hit agree. Connect the router to your modem or source of internet. Uh, okay. It's connected.
21:00
Speaker 2
Did you find it? Yes. Okay. So, yeah, just agree. Yes, just agree to that one. Mm-hmm. Yes, agree to all of that. That's already done, just proceed.
22:00
Speaker 1
plug additional nodes into power near the router I've done that okay, uh, keep them close, okay, next, uh, make sure everything has finished starting up, the light will blink while starting up and turn solid when it's ready, okay, so, The main one is still green and the other two are blinking red, okay, it says Well, the only thing it says here is Delight will blink while starting up and return solid when it's ready Node right is solid is the only thing for me to hit on there There's no other thing for it that says anything now. I mean, should I just hit node light is solid? But it's not. Hit it? Okay.
23:00
Speaker 2
mhm. Yes. let that, okay, we will add the other node later. We will just set up the parent node first. So just proceed. Yes uh-huh yeah, click node, like, solid. Yeah.
23:00
Speaker 1
It says checking for internet. This could take up to a minute. It says it's connected. Name your Wi-Fi. I have to pick it. All right, I got to make a new name then, huh? I don't know if I had an old name or a password. That's what I'm going to do. I'm running out of time. Trust me. [silence]
24:00
Speaker 2
They got good. Okay, so create your Wi-Fi name. You can sill use your old name and the password. So that your devices will just automatically connect to it. If you can't remember then you can create new one. So make sure you take down that also for your password,
24:00
Speaker 1
okay and the password is, okay. Here we go. Okay. Done. I'm reading the instructions and I'll say continue. Okay.
25:00
Speaker 2
Okay.Then it's next.
25:00
Speaker 1
okay privacy pledge Continue login email address or skip it okay use this create your router password that's a different one doesn't use already okay wait wait wait the one I just put in is for the link app and now they're asking create your router password
26:00
Speaker 2
uhm, just skip for now. yes, skip for now. yeah, that's a different one. You will use that password every time you log into a linksy's app. That's for the app only. For the waiter password. Uhm, the the first one, uh, the first one that you created is for the Wi-F password. You will use that one to connect your devices to the internet. And the second one, the router password is for the app. For you to login.
26:00
Speaker 1
That's pretty confusing, but I'm writing it down. Okay. Uh, Okay, here we go.
27:00
Speaker 2
Yeah. So, write it down. So the router password has some recommendations that you need to follow.
27:00
Speaker 1
It it's saying, please wait. It says configuring your Wi-Fi network.
28:00
Speaker 2
what does the app shows right now or you still not yet done okay good [silence]
28:00
Speaker 1
And the main link is, green, solid green, and the other two are still blinking red. Yeah. I have no idea what we're doing. I was just following you, but it's about 80% done of configuring. That's what the bottom line is appearing to show. How did you learn all this stuff? Okay. It says now lets connect to your new Wi-Fi. Step one, go to your phone settings app and select your new Wi-Fi.
29:00
Speaker 2
Okay. Let's just finish the app first before we proceed with the child nodes. Okay. Okay. Okay. So you're gonna
29:00
Speaker 1
to get. So step one go to your... Okay. Step one says... Step looks, go to your phone settings app and select your new WiFi. And it has done a WiFi name, WiFi password, and step two, once connected, return to this app and tap next below. So
30:00
Speaker 2
detected your new wifi name. You can exit from the app. You exit from the app, then just open it again later once you connected to your new network name. It will not, yeah, it will not go next or it will not let you perform next step if you're not connected. Mm.
30:00
Speaker 1
How do I get out of this page? Just. That's the that's my script. I have uh, a uh, an Apple, uh, V12. Okay. Okay. Okay. I did that and, and, and it, but how do I find that app? like I said, I went to the app, I went to the app store and then it's apparently in there somewhere and I hit open at the app store, but it's not on my screen. Let me see. Okay, so let me connect to my Wi-Fi. So I go to settings, and I'm going to go to.
31:00
Speaker 2
What phone do you have again? You can just--swipe up. From the bottom, then swipe up to exit. You can--I will teach you that one later. Let's connect first to your Wi-Fi. Yes.
31:00
Speaker 1
Wi-Fi not connected. and but it's OK. OK, now enter the password. OK. Yeah. so my old Wi-Fi that I
32:00
Speaker 2
So, you look for your new network name, the one that you created, and then connect to it. The Wi-Fi password.
32:00
Speaker 1
Okay. Okay. Well it says it says it's connected, so let me look and see if I can, uh should I look and see if I can, if I can like go to the weather station and see if it actually does it. Oh, no. Now it just said no internet connection under my new name. Red. The main link thing is red now. And my and my and my the surfboard, router router is now blinking.
33:00
Speaker 2
Yeah, it's no longer available since we replaced your system. So you will be using your new Wi Fi name and password to connect your devices. What's the light of the router? Okay, let's see. Uh huh.
33:00
Speaker 1
Lights are blinking on it. So how do I do that? Oh, it's set the reset button of of my main link system. No, no, no, wait wait wait wait. There's none. Okay. I have three link systems. The two the one the one that's solid red is the the whatever it's called the main link that that talks to the the modem or the okay. My internet cable, that's plugged into
34:00
Speaker 2
Okay, let's just wait for it a maybe the Internet. Just dropped. Just reset your child node first while waiting for it to come back. So just press and hold the reset button of your child node until the light will turn off, then you release. Now, not on the main Linksys on the child node. The one that's blinking red.
34:00
Speaker 1
To what? The modem or the router? Okay, so where my main, where, the cable is plugged into the router or whatever is called. Those are those, three of the lights are on, but the bottom line is still blinking. So it's not, that's not fully connected. And as far as the Linksys going, the main link, the one that the, router is connected to, or the modem is connected to is solid red and the other two, the outward ones are blinking red. and the one... stop that. child. [silence]
35:00
Speaker 2
the modem the modem, so the main router is Linksys, the one with the ethernet cable connected to the modem. So that's your main router or we call it the parent node Okay, so we will call them child nodes, the one, those blinking red nodes. Child, yeah, child node.
35:00
Speaker 1
Child nodes. Okay. Like Child. Okay. I couldn't understand you quite. Okay. So. And so, okay. So the the router, the one that the cable, the internet cables plugged into, all those lights are on. And now they and but the the child nodes are still blinking and the main one, what do you what do you call the main one? Parent node. Okay. Now I'm getting it. And the parent one is is solid red, even though before it was it was green, but now it's solid red. So I got to I got to Red that one now.
36:00
Speaker 2
Okay. [silence] Yes, exactly. [silence] The parent nodes. [silence] Um do not touch anything on the parent node, just reset the child nodes. The one that's blinking red.
36:00
Speaker 1
Okay, hit the reset button, just hit it for a few seconds or do the five taps or which way you want. Oh, I turned off it then it came back on blinking red. Let me press it again. Okay. That's off. Yeah. Actually,
37:00
Speaker 2
Press and hold until the light turns off and release. Do the same with the other child node. Okay, that's all right. Okay. Okay. Okay, that's good. Your internet just dropped earlier. Yes.
37:00
Speaker 1
okay, well, it says my my new one that says it's on, but last time when I looked at it, it said it was on, then it clicked to not connected. So let let me see what else I can connect to. Okay, uh, email. No, that seems to be working. I think we're okay. Let me just check one other thing. weather channel. Yeah. Weather channel's working, so I think I I my email's back. okay so I think my uh okay so that's green and the others are now are and you uh uh trial modes I'm you know they're in this now make make more sense to childbode solid red. Hello? Did you say your name was Joy? Yeah. Okay. You've been very very patient. So I pressed the the the the parent node the reset button five times. Is that correct?
39:00
Speaker 2
Right, so on your main node, since the child node is now red or pink, you press the reset button of the parent node 5 times, one press every second.
40:00
Speaker 1
OK. 1,2,3,4. 5. OK. That was blinking red, then it went to orange. blinking orange. Thought I went through this last. OK. blinking orange. One of them is blinking, and the other's still, from. And the parent mode is now green. And one of the child modes is still blinking. Ah, now they're both blinking.
41:00
Speaker 2
okay? right. and then observe the light of the child nodes. if they will start to blink, that means they're trying to connect with the parent node. okay, that's good. okay? okay, that's good. it will take 3 to 5 minutes for them to connect.
41:00
Speaker 1
Okay. That note is still green and they're still blinking red. Where are you located Joy? What state? What country? Oh wow, the Philippines. Yeah. I'm a retire. I'm talking while these are blinking. I'm a retired school teacher. And I used to teach high school chemistry and I retired. I'm old now. And so yeah, I've had some of my best students were Filipinos. and many of them became nurses. That seems like there's a high in the United States. There's a high percentage of nurses that that are Filipino.
42:00
Speaker 2
let me know if they will turn solid Green or teal like the parent node. I'm located in the Philippines. Yeah. Mm hmm. Yeah, there are lots of Filipinos there. Mm hmm. Yeah. Most of our nurses go abroad once they graduated, especially here in the Philippines. They prefer to go abroad than work here. [silence] I'm really not familiar with that one. Yeah, I think I heard it on news. Okay, good.
42:00
Speaker 1
So, as of right now, I have three solid greens. Very good. I hope so. I don't know how to do it.
45:00
Speaker 2
Oh yeah can you can you you can like look long pressing it the bottom then swipe up
45:00
Speaker 1
I want to go to the app store and open it again, or something. I gotta get that to come out on the screen. Okay, so, now it opens to the page where we left off. Now let's connect to your new Wi-Fi, go to your phone, select your Wi-Fi. Once connected, okay. Hit next below. Okay. And... Looking for your child node. You taught me a new expression. Keep your phone in the setup area. Okay, it has the router. So the, the, the the parent node is not called the router? Okay. And the other
46:00
Speaker 1
So, and the other thing that is the Arya system, that's, so that's the modem then, right? Okay. All right. Okay. So, so it has your network, has the router, has the two, uh, dial nodes, and then it has to hit next. And help us send Arya to Linksys. Okay. Hit next. Okay. Connect your devices to your new Wi-Fi. Let's go to dashboard. Getting router settings. [silence]
47:00
Speaker 2
Yes, that's the modem. Correct. mm-hmm. All right,
47:00
Speaker 1
things and to fine devices on local networks, just allows communicate with your iPhone network device. Okay. So, this other stuff, I should do myself I think, right? Or. Okay. Okay. So, so I just have I just unplug it and then put them back and everything will be fine. I don't have to hit reset or anything.
48:00
Speaker 2
mmhhm. yes. yes so once you're um on the dashboard then yep you're all set up then you can just relocate the child node backs to their places. yes no need to hit reset they will just reboot
48:00
Speaker 1
Okay. Now, is there an extension if I ever need to get you again? Like, because you, I want to talk to you if I have to go through anything like this again. Okay. Okay. And, and, and, okay, and in the number is 800-326-7114. Okay. Thank you so much, Joy. You have tremendous patience and you're an expert. I really appreciate it. I'll be looking more forward to
49:00
Speaker 2
erm, you can reach for me if I'm happy to help you out within my shift. So, yep, you can look for me and then maybe I can call you back for that. yes, sir. You're very much welcome. sir. Thank you for calling Landlins. You did a great job today too. And have a good day.
49:00