Speaker 1
Oh, hi. I have a Linksys um three Linksys NIM mesh routers uh home connected to my internet. Uh it's worked fine for uh 18 months, two years. Um we had a very temporary uh power cup yesterday for a second. Um and I've noticed since then uh a few problems with devices which I thought might be uh, you know, things like a smart heating or smart lighting, but it turns out after some investigation, I think it's something to do with my router. Um, um it's I've reset and powered off and power back on three or four times. Uh but what the symptom is, is um I can connect to um say my
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
I phone uh to the internet. My devices to the internet do a speed test and it's fine. Um but now when I go into the link. Sys app and I try and test the speed from the router to the Internet, it just um says ping and then comes back and says you're not connected. Uh blue constant blue. Yeah sure. Uh think it's long setup moment. And I'm gonna there we go. Serial number. Um 3 8 uniform one zero Mike 3 2 Bravo 0 6.
01:00
Speaker 2
pencil numbers of that device plus
01:00
Speaker 1
[silence] [silence] [silence] 6213. Correct. [silence] Yes. [silence] Mikex Ray 4200. Correct. [silence] Email and password.
02:00
Speaker 2
All right. Thank you so much for that one. So, let me verify again. The serial number is 38U for Umbrella 10 M for Mike 32 B for Boy 06213. Is that correct? Uh huh. How are you logging into the Lynx F app? Did you use your email address and password or the router password? Uh huh. Got that one. And may I know the operating system of your
02:00
Speaker 1
Um, it's the latest version of uh, the Air look, so I think that's uh, 26.3 or something like that. No, it's Mac, it's uh, iOS, uh and Mac. Yeah, sure. Good, I'm just gonna add, I've also been onto my Mac computer, uh gone onto a browser, logged onto link this Linksys Smart Wi-Fi and when I try and log on to links this Linksys Smart Wi-Fi, it says, enter password, uh an email address and just goes raining circles saying, please wait, please wait.
03:00
Speaker 2
one... and just to verify is your phone using an Android version Android OS or an iOS like an iPhone... ah I see... ah I got that one... sir... so all right so on your phone uh can you open again the linksys app... [silence] I see... ah got that one... so uh moving forward so I'm going to switch
03:00
Speaker 1
Well, so, so, so rewind a set. So the links this smarthwifi.com. Has been disabled, yeah. Okay. Right, so it's, okay, so it's 1.9 https colon backslash backslash 192 dot. 192. Okay, and if I, so I can't access my router remotely anymore other than via [silence]
04:00
Speaker 2
Your expectation that the link to smart Wi Fi remote access has already been discontinued. So again moving forward, if we want to access the web user interface of the router, I would recommend using the router password and to do that, you just type in 192.168.1.1. Now, don't worry for that one sir. Yes sir. So again, I really do apologize for the inconvenience that the link to smart Wi-Fi remote access has already been discontinued. So, however, again, rest assured that, yes sir 168.1.1. However, there's no S so just HTTP.
04:00
Speaker 1
Alright, so I was just trying to, well, so yeah, I'll do that again, I'll come out of the Windows app, I'll close it down. And I'll go in again. Um, uh, I'm just trying to visit the website though, but um, my, yeah, that you got in one. Yeah, I'll just, yeah, I'm just just doing that now, and saying ignore it.
05:00
Speaker 2
that's correct stuff oh yeah so you can no longer access the web user interface you can no longer remote access your computer or your devices via the web user interface however rest assured that you can still manage the system remotely using the Linuk's uh app however for isolation purposes I would recommend accessing the Links's app using your router password again sir on your on your phone kindly AHA AHA website is not secure uh-huh no worries sir uh don't worry we're we're was assured that you can just bypass
05:00
Speaker 1
Okay, so I'll just make a note of that, just save that as a bookmark... okay, favorite, okay, okay, right, so if I try accessing the linksys app again, it's using face ID, so what I'll have to do is close the app and then start the app without my face there, so it doesn't try to automatically log on, oh, let's see,
06:00
Speaker 2
Yeah. No worries, [silence] yes please and [silence] let me know once you are back on the login screen. [silence] Mhm, you can see on the links is e. What are the [silence] uh, I'm sorry, sir. What are the options you can see on the Login page?
06:00
Speaker 1
nothing, it's just every time I start links this app, it uses my face to log on. So I'm just going to try to link this up without the camera. It's still doing it. What's it going uh to try and start it. Now it keeps uh getting the router settings as soon as I start the links this app. So I'm on on the internet and I'm on my phone connected but I can't get to the app login screen again. It just goes go ahead. Yes, sure.
07:00
Speaker 2
Ah, I see. Uh-huh. I see. Uh, how about this one, can we? A-ha, I understand. Uh, how about this one, sir? A-ha. can we uninstall or delete the app and then reinstall it? Thank you so much, for that one. And Jack, just let me know once you have successfully reinstalled the lync system. [silence]
07:00
Speaker 1
okay that's uh hung okay so uh find the app so where is it gone linksys oh we got so many apps come on there we go linksys app scroll down remove app delete app delete data okay up store linksys download linksys app [silence] okay uh open linksys app
08:00
Speaker 2
Because I'm going to walk you through on how to log in using their other passwords.
08:00
Speaker 1
Just out of interest. While I was waiting for that, on my Mac, I'm now connected to my router via a browser. So I ran a speed check. It showed everything healthy, all devices connected all nodes up. I ran a speed check and it said there was no one running the speed check. Try again. Office node connected to modem. Okay. Okay. So I'm just logging logging on using the um Wi-Fi route and password option. Yeah. Yeah. Yeah.
09:00
Speaker 2
Yes, please. And [silence] Mhm Mhm Mhm Mhm that's good to know however rest assured that once we log in into the Linxis app we will also then check the signal strength of each child node so make sure that they are getting an average or stable uh signal strength Router password Yeah So uh yeah kindly log in using the router password.
09:00
Speaker 1
Yeah. Yeah. Hmm. Okay. So, so the route, is the route, is the password the same as a Wi-Fi password? Or is it a different one? Yeah, I think, I have, no hint. Right, let's, just, give me a, second, while I'll look this up, I do apologize. and I'm just, gonna have to take me a second. I'm, gonna have to go into a password, I'm just, go to my password, safe, to find it. And,
10:00
Speaker 2
and let me know once you have or once you are on the app's dashboard. Yeah, it's a different one sir. And by default it is admin all in lowercase. However, if you have personalized the Wi-Fi sorry, the router password before I would recommend using the personalized router password. Mhm. No worry sir and just take your time. I understand and don't worry sir if you are having a hard time locating the [silence]
10:00
Speaker 1
No, it's okay. Okay. All right, I'm just going to check my, one second. *rain in the background*
11:00
Speaker 2
Forget password, we can just actually reset the router password. Uh, no worries. [silence]
11:00
Speaker 1
Forget the password. Not that one. Yes, this one. That's complicated. Password won't be on it. I think that's right. Let's check out that again. It says getting to the router settings. Okay, I'm connected to the app all the devices nodes, etcetera up. Yeah. Yeah. Yeah. Yep. Yep. I'm going to start speed check this is where it will go ping. It's trying to ping. uh testing ping. Speed check try running again. And then it's just got red dashes try running it again. So this is the problem I've had. I can say test again it'll do it again. Uh
12:00
Speaker 2
Got that one. Oh. so that means that you're already on the dashboard, that's great. So can you press the menu icon located at the left panel or upper left panel? All right. And then go to the speed test or speed check. and then select router to internet. Yes, please.
13:00
Speaker 1
Test Yeah, test. Yeah, I've done it again, it just keeps going round in circle saying pinging, you know, ping and then it shows a number and then it says red dashes try running again. Yeah, I've got the nodes, erm the, Erm, the one I'm connected to just shows dash dash. Uh, one shows minus 54 DBm, and one shows minus 75 DBm, which is a furthest away.
14:00
Speaker 2
I see. Uh. Yeah. I tried to test again. Uh. Got this one. Uh. Hold on. Okay. Got that one. So for now, uh, let's check if the child node's are getting a good signal. So I kindly closed the speed test or speed check and then got this one. So can you also tell me the uh sorry the server uh.
14:00
Speaker 1
Sorry? No? Yeah. It is 1.0.13.216 up to date. It says... let me just check up to date. Up to date. Up to date. 903. Yeah, they're all updated. Now, um, I can do a speed test on my Mac and a speed test on my phone using an external speed tester. And I'm connected to the internet with a minimum of 150 megabits per second.
15:00
Speaker 2
the node, the former version of the nodes. All right. Thank you so much for that one, sir. And that goes for all nodes. correct? Uh-huh. Okay, that's great. So, uh just to verify the issue, uh you can uh do a speed test on the web user interface but not on the Lexus app. Correct? Uh-huh.
15:00
Speaker 1
And but when I go into either the Linksys app or the Linksys router via a browser and do the Linksys internet speed test, it won't ping. Um, well, I can do, put if if it won't just do it on my Mac browser and it won't do it on my iPhone Linksys app, that points to the router, doesn't it, rather than.
16:00
Speaker 2
1 got this. 17 and do you have another device, like or a handheld of vice car that we can download the ladies app? Because we are going to compare if the issue persists on the other device. [silence] Yeah, that's correct. Sorry if they if Yeah, so you're app you're absolutely correct, if they persist. Uh, that means that there's something wrong with the system or it could be possible that the app and the web user interface is currently experiencing a glitch. However, uh rest assured that as long as
16:00
Speaker 1
Um... yeah, I can, uh I can, the, um, the, I know that the, um, the internet is, is giving out the right speed because I have a TB system, a Sky TV system, which uses a separate network, and that's connected through the Internet, and that's getting full speed, so it's, uh, it seems to be pointing, I mean, I've got a Mac Air, I can start that up and try and, uh, use the Lynx S app on that, but it seems to be...
17:00
Speaker 2
long, as your devices are showing solid blue or green, uh, rest assured that the our online are working. If, for example, there, if the speed test or speed check feature is currently unavailable, uh, we might need to ward or to wire a PC directly to your modem, just to manually check if you're getting the exact and the internet speed that you are paying for. Mhm. Mhm. That's works. uh huh. I, uh huh. [silence]
17:00
Speaker 1
the Linksys app or the Linksys router control screen don't seem to be able to ping the main node, the main router to a speed check. [silence] Okay, so, um, do you want me to start my laptop or the
18:00
Speaker 2
Yeah, ah, if you're talking about the ping, sorry. The ping that you are getting on the Internet is the latency on the modem that getting on the Len Kiev's devices. So don't worry. Rest assured that your router are working properly because they are getting an IP before Internet address. And I can walk you through just to make sure or confirm that your device are getting the correct IP sorry IP address. So on your laptop, kindly close the speed test or speed check and then go to the troubleshooting tab.
18:00
Speaker 1
so carry on my Mac. I've got a Mac here, I've got a Mac. Yeah, my Mac is, and that's what, I said before, we tried. The 192, 168.1, logged on, successfully. And I can see this device, the router, the internet is all green and connected. The Wi-Fi is up and connected. 23 devices online, but it won't let me do a speed check on there either. Yeah. Troubleshooting, yeah. Yep.
19:00
Speaker 2
Yeah, By the way, is your laptop or is your computer currently logged in into the web user interface? Uh-huh. That's great. Ah, Got that one, sir. And thank you so much for those information. So on your laptop, like on the web user interface, kindly click the troubleshooting tab. Yes, please. And then click Diagnostics. So under Diagnostics, you should be able to see Internet address.
19:00
Speaker 1
under diagnostics. I've got ping IP four trace route, restart route diagnostics, internet address. Yeah. eight six dot one seven two dot five nine dot one five one.
20:00
Speaker 2
Yes. So, under internet address, can you tell me the IPv four IPv four address? All right. Thank you so much for your time. Sure. So this IP address is valid and since this is valid, sir. That's the reason why your devices are able to get online. Uh, it is just that the speed test or speed check the ping refers to the latency coming from the modem to your system. However, sir, uh, again, uh, it could be possible that there is something like, um, it's more like a system glitch regarding with the web user interface and, uh, hence the links that [silence]
20:00
Speaker 1
[silence] Yeah that is just it just the the re
21:00
Speaker 2
this app and for this one, sir, we can manually if we have a computer that can be wired directly to the modem, all we have to do is disconnect the main node, or your computer, directly to the modem, and then use an external speed test, like speedtest.net or fast.com. So the feature on the Linksys app is just like to make our speed test more convenient for us, no need to do that manually. However, again, and I really do apologize, since the issue has currently there's an issue with that feature, we might need to manually like check that speed. However, however, regarding with pinging or connection, or like wireless connection, I was assured that your Linksys devices are online or properly working. So don't worry, sir.
21:00
Speaker 1
Yeah. Yeah do a, I noticed this, this problem was because I said yesterday we had a quick power outage for a second and everything came back online. But then I noticed some things were still offline like my smart heating and my smart lighting and I reset them and they didn't come back online and then I reset the router a few times and eventually one came back online and then two and then so forth. So it's obviously different devices, different systems are struggling to get an IP address off the router. Um, so, um, that's how I noticed the problem. I've got the heating and the lighting back online. Um, let's see, um, those are the main sort of systems I need and I'm connected to the internet. But obviously there's a problem with my router in the fact that it's not responding to a request from either the app or the control panel via browser to to do a speed test. know, as you said, you know, but the other system, the TV system is connected to the same Internet, you know, the same Internet provider box, the fiber box on the wall, and that's working perfectly. So I can't connect to the, I can't connect to the Internet router directly, I don't think. There's nothing else to connect to. The router main port comes into the main home node, and then out to the others. So I don't think I can connect to any, any other way of getting a connection to the internet other than via the router. [silence]
22:00
Speaker 2
I understand this one, sir. So, uh, since you mentioned that your smart heating and the other device that you need are sorry, are connected to the mesh network.
23:00
Speaker 1
[silence] Yeah. Yep, that's uh okay. [silence] Yep. DXP reservation. Yep. Yep. So um yeah, so I've got a few reserved addresses, um which are um the the other two nodes, um my CC camera. TV control unit, unit and uh there's another one which is an HP unit. Don't know what that is. Um they're all connected to fixed addresses. They're all sort of high.
24:00
Speaker 2
uh, and you go to the sorry, bear now, kindly close the uh, troubleshooting tab. And then click on connectivity or connectivity tab. Go, go. Auhum, and then do local network and then click on CHCP reservation. Uhuh, and Yes.
24:00
Speaker 1
Addresses. Oh, hang on. I think I've noticed, I think I've noticed a problem. Uh, there's two there with the same address. One's called up stair and one's, one's called fixed. Um, let me see, cuz I think I had to delete one of the nodes. So, it's upstairs, so for delete. Yeah, it's okay. I can, I can delete that one and then add that one. Um, okay, so.
25:00
Speaker 2
Ah, I got that one, sir. Uh, I, uh, uh, uh, yeah, uh, yeah, uh, uh, yeah, uh, sorry, sorry to interrupt you, sir, so the reason why I'll, uh, thank you. So the reason why we get here because I want you to reserve the IP address of your smart heating so that in ever like in the future, if you will be experiencing quick power outage or power outage, uh, once the nodes or the Linux devices will go back online,
25:00
Speaker 1
yeah yeah I'll I'll I'll do that um but is there is there anything we can do at the moment to try and fix the problem with the um router yeah
26:00
Speaker 2
[silence] in the [silence] smart heating or other devices that are on the reserve DHCP will automatically reconnect since again their IP address will not be uh will still be using the same IP address. So, yeah, for those uh needed uh devices that needs to be connected to the network, I would recommend reserving their local IP address so that again if for any time you will be experiencing disconnection, uh their IP address will be the same. So. [silence] with the speed test feature. Uh yeah, uh Yeah, so, okay, sir, I'm gonna set your expectation that there's there's Uh sorry, there's no something wrong or there's nothing wrong with the nodes itself. It's just that that's [silence]
26:00
Speaker 1
Okay. Yeah, I can do that now. Okay. I've got a bunch of book well, or just yeah. Yeah, I can get after get an anchor. Hang on.
27:00
Speaker 2
uh, uh, I'm sorry, sir, uh, if Mac will grow a computer, do we have another handheld device, like, uh that, that would be appreciated. Please take your time as well.
27:00
Speaker 1
All right. So, if I can get another iPad, this one's got a fault battery. Now. That's one. I've got another iPad. Yep, it's... should be in about isn't it? So it's an iPad air, iPad operating system 26.5.2 and it's... [silence]
28:00
Speaker 2
Okay, great. And may I know the model of your iPad and also its OS version?
29:00
Speaker 1
iPad, 11 inch. M2 and it's the latest iOS for iPads is 16.5.2. Okay. link says, Yeah, my phone's an iPhone 14 Pro. And the operating system is 16.5.2. Yeah. Yeah, just downloading. [silence]
30:00
Speaker 2
I see. Thank you so much for that one sir. So yeah kindly connect your iPad first to the mesh network and then download the LinuxApp on it. And by the way sir. May I know the operating system of your phone again and the model? Uh-huh. All right. Thank you so much for that one again. So again sir. Just let me know once you install the thank you so much for that one. And yeah. Kindly login using
30:00
Speaker 1
Okay. I'm just going to open it. Watch my screen. Password. Connecting to router. Okay, router password. Okay, that's it. uh complications passwords 20 add characters long. Uh yeah, getting route to settings. Yeah, well done. Okay, I'm on the desktop, connected three nodes, 20 devices. Go to speed test, yeah. Internet speed test, route to internet. Uh, uh, speed check, testing, try running it again. Uh uh same same, same same issue. Yeah. Yeah, uh
31:00
Speaker 2
All right, got that one, sir. So just let me know again once you are on the dashboard. Thank you. That's great. The Yeah. Oh. Yeah, so same Alright, so can you go back to the dashboard? And then can you check if there's an option there that says internet speed? and Yeah, and then press,
32:00
Speaker 1
do it again yeah so this yeah so it says um start speedcheck then it's uh it says ping and then it's some numbers going around in milliseconds testing ping and then it stops and says try running it again uh red dashes it's obviously not getting a response to the ping. Yeah, and it's just red dashes.
33:00
Speaker 2
go and press again router field internet yes it's not getting the sorry this current feature is currently not working so uh what was again the complete error message sir it's just like ping and then it will say try running again red dashes all right all right thank you so much for this one sir so uh Sorry, sir. Uh, I didn't get your first and last name and I already do apologize for that one. So in order for me to create a ticket, may I have your first and last name? Uh-huh. [silence] And what about your email address? Got it. [silence] Got that one. And last thing, who's your internet service provider? Alright, thanks so much for those information. So, I'm I'm um gonna put the call on hold for two to three minutes. I just need to double check this one. This issue of yours with my resources, okay? You're most welcome. Can you hold on the line?
33:00
Speaker 1
Hello. Hi. Yeah, let me try using the router ID.
41:00
Speaker 2
Uh hello sir. Thank you for patiently waiting. Uhh yeah. Uh Uh just to confirm, uh you were able, or sorry, uh when you tried to do a speed test earlier, you were connected using, sorry, you were logged in using your email address and password, correct? So same issue even though for the remote access and the router password. So I got this one. So on the Lynxys app, can you tap on the menu icon and then tap on the network administration? And then go to diagnostics.
41:00
Speaker 1
Uh, there's no internet connection. Yeah. Yeah, it's not connected to the Wi-Fi. Yeah, it's not, it's connected to 5G. The gas network is up. Uh, but the, um, main network is not up. And, um, well, yeah, um, this is solid blue, but I can't, there's no. Let me try and get back into this. Let's look at Wi-Fi. You know, Wi-Fi are not connecting.
42:00
Speaker 2
No internet connection on the app. I see. can you check if your phone that has the app, is still connected to the router's network or to the Linksys network? Mhm. So, however, you're... I'm sorry, sir. So just to confirm, your nodes are still showing solid blue. Is that right? Uh-huh.
42:00
Speaker 1
X is so scan for networks. I've got my sky TV network. No, Haverford West is not my network is not broadcasting. Yeah, I've just checked the Yeah, I've just checked the uh iPad and the phone. Yeah, I'm not connected to the internet and the Mac isn't either. Yeah, The the networks now not broadcasting, which is getting worse this. Yeah, I've done that.
43:00
Speaker 2
I see. I see. I see. Okay, got this one. Yeah. Uh, can you try to see, how about this one? Try to turn off and on the Wi-Fi settings on your device? Yeah, no, sorry, on the devices like your phones, computers, (giggling). So
43:00
Speaker 1
[silence] and uh it's not there. The network name is not showing. [silence] any chance I can call you? Is there any chance I can phone you back? I'm just um I'm calling on a premium number. I could have Wi-Fi called you if I'd known it was going to be so long or could you call me back or is that possible? Oh great. Yep. Five number sixes. Yeah, five number sixes. Thank you. What was your name? Sorry? Josh? Josh. All right. I'll for your call in a few seconds. Thanks Josh. Thank you. Thank you. Bye bye.
44:00
Speaker 2
ah How about this? one canrewilepartment re- Sir. Yeah. Yes, sir. I rest assured that I can give you a call back. So just to verify your. So let me confirm your callback number, which is plus four four seven nine zero zero two and then I think six, uh, five six. Correct? Yeah. Uh, my name is Josh, like J O S H. Yes, sir. So again, can you wait for my callback for one to two minutes. Bye for now.
44:00