Speaker 1
I'm continuing case 133 816.
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 devices 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.Linksist thanks for calling. Linksys this L. How can I help? Okay, so let me, do you have a case number? 13038.
00:00
Speaker 1
Uh-huh. Ted Simpson, texastedsimpson@gmail.com. No. Well, I went back to a different link. This router, it's, uh, do you have...Can you pull up the case number for it and see all that information?
01:00
Speaker 2
Okay. Let me just double check that one. Please hold. Yeah, can you confirm sir, the first, uh name and last name and then the email? Thank you. What is your email address, sir? It's [ delete ] @gmail.com . Okay. Are you calling sir about the WHW 03? Uh what? What router sir. Okay. Let me double check, sir. Please hold. Uh well, the one we have here is the uh BR-04-N-150- lang.
01:00
Speaker 1
Yeah, that was today. Uh-huh. Uh-huh. W8W01. Let's see. I have four of them. So I got to see which one is my main one. Wra. Serial number NZ18266. That's what you said, isn't it?
02:00
Speaker 2
here here um sir on file is the WH W01 and then the WH W03. OK. So that is the WH W01. It's the serial. OK. It's the serial number sir that ends in 8 2 6 6. OK.
02:00
Speaker 1
yeah, so I had to call my internet service provider and have them reset the, I think they called it the DHCP setting. Anyway, I wasn't Anytime we make a change, which is what we're trying to do, they have to know so they can set it there, so now they've set it for this router and I can't connect to any of the other child routers, so I need some help doing that. They're all blinking red. One's a solid red and two are blinking blue. seems to be, yeah.
03:00
Speaker 2
Yes, one eight two six six. Okay. But the OK, but the parent node, sir, um, what's the color LED light of the parent node? So the parent node is working and has an active internet connection. Okay.
03:00
Speaker 1
I did the 20-second reset and then the five pushes within five seconds. No. [silence]
04:00
Speaker 2
[silence] four.
04:00
Speaker 1
Uh huh. Okay. Yeah, I I still have a ticket that I'm that's ongoing. It hasn't been used yet. I mean, I still have time on it. Okay.
05:00
Speaker 2
Would you like me an email on that one, sir, or for the step-by-step instruction? Because as for the device, it's showing as out of warranty. I believe you already know the paid connect, right? for out of warranty devices? Okay. Okay, that is the [silence] Let me just double check that one, sir, with the previous representative for the other ticket. I'll please you and hold for like two to three minutes, okay? Thank you. Stand online.
05:00
Speaker 1
yes, and they're all ready to be um set up they're all a steady uh purple so they're ready for setup but the app is not working it's frozen
11:00
Speaker 2
Hello sir. Hi sir, thank you so much for patiently waiting on the line. So, um, yeah, we'll continue sir with the paid connect that you actually already paid earlier with the previous tech. So, um, what have, uh, did you reset the child nodes now? Okay. Well, usually sir,
11:00
Speaker 1
Okay, [silence] Zero- one, uh, in a pile they're not working so I disconnected them.
12:00
Speaker 2
WHW-3 series, the Lynxies app. actually are no longer compatible with it. supposedly, because we roll out a new update for the WHW series. but before, but we can try later, but for now, maybe we can try the 5 press to connect first the child nodes. Okay. But for this one, sir, just to clarify. Uh what's the model of the parent node? WHW-01 or 03? 01. Okay, so where is your 03, sir?
12:00
Speaker 1
I'm back. That's what I was telling you at the beginning. I'm back to the O-1. Yeah. You want me to do that again? Do you know if the child nodes are ready? Okay. So press it five times within five seconds. Okay. Right. Okay. I did that. And now it's flashing. Kind of orange.
13:00
Speaker 2
Ah, okay, all right. Okay. Yeah, I'll just need to clarify that once there, because we will continue on the case number 133816, since that is where the paid Connect is. So, um, yeah, for that one, um, pipe压力 on the parent node, the interval is one press per one second. So press, release. Yes. Since the child notes are ready. Yes. So it's press, release, press, release, five times. Okay. And.
13:00
Speaker 1
You mean turn blue? Okay. Ah, yeah, let's see one, yes. It did when we set it up a few weeks ago, they must have discontinued it just, uh, week or two ago, huh?
14:00
Speaker 2
Okay. And then let's see if one of the child codes will react. They will actually start, at least one of them, will start blinking once the parent mode recognize the child notes. one is blinking. Okay. So that will take, sir, um four to six minutes per child note. So we'll just have to wait within that time frame and then we will try later on the Linxeeda will still associated with the zero one.
14:00
Speaker 1
OK. all of them? all three? that's good, right? OK.
15:00
Speaker 2
More likely, sir, um. They they because of the um links has its account. So it's already been discontinued for link sys smart wifi.com. So that is the cloud server, also for the links zone app. So we can only monitor the WHW series using the IP address or the my router that local using the web interface. So, we'll just wait, sir, for the child nodes. How many are blinking now for the child nodes? Ah. Okay. That's good. Sir, yes, so, we'll just have to wait within six minutes. If you need to do something else, while we're waiting, you can take your time. Okay?
15:00
Speaker 1
they're blinking red by the way, is that right? is that good? okay okay. so then after this, after they connect, then I can just unplug them and take them to their new location? okay. oh we've got one blue. two blue. [silence]
16:00
Speaker 2
That's fine. Say yes. That's good. Yes. Correct. Yes, sir. OK.
16:00
Speaker 1
Right. And it just went blue. Right.
17:00
Speaker 2
ok so we only have one left right ok So we have three child nodes that solid blue right now so right? silence.
17:00
Speaker 1
Yeah, Uh-huh. Do you mean right now or after we're off the phone? Okay. Let me see if I can. [silence] Actually, I'm looking at the dashboard right now and it just keeps spinning on the devices. It's not, uh, landing, whereas it
18:00
Speaker 2
okay but before you move that one sir uh let's give it like another um two minutes to make sure that they're stabilized while we're waiting um you've mentioned earlier that the app uh the app froze right okay can you uninstall and then reinstall the app sir uh right now sir while we're waiting [silence]
18:00
Speaker 1
I did before it went to L L L up setup 23 F 23 cannot connect and then I couldn't push on anything because it was like frozen up. we wet. oh. um yeah I think so. let me see. okay it's on installed. Android. [silence]
19:00
Speaker 2
Do you mean, can we delete that one, sir? Can we delete the app? Yes. All right, and then what phone are you using, sir? iPhone, or Android? Okay, go, sir, to play store and then install it again.
19:00
Speaker 1
I've never gone to the play store. I see it, though. Okay, so now what do I do? I don't see where you put in a search. Hmm. Where where do I do that?
20:00
Speaker 2
search the smart WiFi. app on Play Store. [silence] uh there will be like a like I think it's a magnifying glass on Play Store where you can search like search apps and games.
20:00
Speaker 1
Oh, yeah, yeah, yeah. OK, I see it. Thank you. And I put in what was it? And then install it. Yeah. Yeah, with the little dots. Right, uh huh. Oh.
21:00
Speaker 2
Yes, sir. It's a black I call with double L blue in the center. We did that. Okay. Yes, that's the one. They install.
21:00
Speaker 1
Okay, it's installed. Now we open it. And then it asks me to log in. Is that right? Yes, right. Okay. Now what do I do? Well, yeah, last time I did. Uh-huh.
22:00
Speaker 2
All right and then open yes, sir. Yes, sir, but for the login, sir, you have I think you have two options. First is login using email and then second is login using router password, right? Yes, so instead of email, sir, select the router, password. It will ask you, sir, for a router password. Have you already created a new router password for the parent node or not yet? Okay. Try that router password, sir.
22:00
Speaker 1
I don't see anywhere to put it. I don't see anywhere to put to input it. Yeah. Number one, open your phone, setting, find and tap on Wi-Fi. Two, on your Wi-Fi list, select your router's Wi-Fi name and enter your Wi-Fi password. What is your Wi-Fi name? I believe so. Setup F23.
23:00
Speaker 2
to log in. Uh. did you select "log in using router password"? Okay, and then what can you see after you select "log in using router password"? Uh, okay. Um, what's the Wi-Fi names, sir, of the parent node right now? Is it still yes, is it still using the default Wi-Fi name that's on the parent node? Okay. All right, let's, um let's exit on this one for, um, for a while, sir, and then let's go to your settings. Um, let's go to Wi-Fi.
23:00
Speaker 1
Oh, it says incorrect password. The one that's on the node you say? OK. [silence]
24:00
Speaker 2
Use the default password, sir, that's on the parent node. Since we're still using the default. Yes. Okay, and then let's go back sir to leaving his glad.
24:00
Speaker 1
Okay, now what? Well, it says LENexus installed, Then it says, I don't know. There's no options. Just information. [silence]
26:00
Speaker 2
[KEEP_UNCERTAIN] ums what's your option also on the app Yes On Can you go back, sir to the main screen where we got earlier the login sir Those that is Creating a new log in Creating a new one Oh, this one also Okay Okay Okay Hold on. I got it.Already. I got it. I got it.
26:00
Speaker 1
um, where is that? I don't know what you mean. Yeah, I'm on the app. it says app info. Oh, maybe that's different. Open the app. Here we go. maybe. Would it be taking a long time? Oh, okay. No, it's just a dark black screen. [silence]
27:00
Speaker 2
On the link she's up sir okay. Um sometimes it will take a minute sir Is it like there's a loading bar or a spinning like spinning wheel or no, okay. Can you close that up sir and do you know how to
27:00
Speaker 1
No. Okay, it's un-installed. Okay, it's installed and I can open it. You want me to open it, right? Okay. Uh now it says uh turn it on with Bluetooth or turn it, uh on with or set up without Bluetooth. [silence] It says the router is connect the router to your modem or source of internet, it is connected. [silence] And node light is solid. Make sure everything is finished. I check all my node lights. Yeah, they're all blue.
28:00
Speaker 2
Turn on Bluetooth sir. Okay, just click next on that one. Sir. There's still. Okay, select next or continue.
30:00
Speaker 1
Well, now it's checking for internet, this could take up to one minute. Now it's asking me to give the Wi-Fi a name. Okay.
31:00
Speaker 2
Okay. Okay. You can use your old Wi-Fi name before, sir, or if you have your own Wi-Fi name that you'd like to use, also the Wi-Fi password. And then before you click continue or XUM take a screenshot first for future reference. Yuse.
31:00
Speaker 1
It wants my email address and then it wants the password to my email. Yeah. Okay. Now I need to create a router password.
32:00
Speaker 2
you have an option to do it later, sir. Like, 'skip that one'. [silence] okay. select 'skip for now' or 'do it later'. [silence] Yes. router password. So router password, sir. At least 10 characters, one capital letter, small letters, number, and special character.
32:00
Speaker 1
What do you put for a router password hint? There's no way to remember it. That's why I was wondering what the hint should be? I'll just put the end. Now, oh, it won't let me proceed. [silence].
34:00
Speaker 2
well usually sir um just that's actually just optional but you can actually put um a hint where you can easily remember what is the router password you put in
34:00
Speaker 1
How do I move on? Yes. No. It accepted my password. That was not the problem. I just couldn't move on after putting in the hint. Hm. There are no options. That's correct. Remove what? Oh. [silence]
35:00
Speaker 2
Um, how many characters do you have third does it have an exclamation point for the router password or no? Ah, okay. Do you have third double letters or double numbers? Okay. How many letters do you have? Or how many characters? Oh. Okay, so what's your option now, sir? There is none. Mm, okay. Can you remove sir the hint? Uh, remove sir the hint. Did you put, um, did you put like an answer to the hint?
35:00
Speaker 1
Yeah, I can remove it, I did. No, same. It's like it's frozen up. A red dot. A red dot? Okay. No, it accepted it. Yeah, no, there's no red dot. And there was, um, everything went green and I pushed next, and then it wanted the password hint, and then that got stuck. [silence]
36:00
Speaker 2
Okay, and then check if you have an option to click next. For the password, sir, you've mentioned that there's like an ex... uh, sorry, like, there's... is there any red dot or no? no? on the on the on the router password. Sir, on the password, like, or if there's a check mark that it it totally accepts it. Okay.
36:00
Speaker 1
... Yeah. How do we do that? There's the next. Well, that's weird. I tried to I tried to get out of the app and then the next appear. That funny. Okay, now it's configuring the Wi-Fi network.
37:00
Speaker 2
Can you double check, sir, if we're connected to the Wi-Fi of the velop now? Can you just close the app and then go to the Wi-Fi settings of your phone? There's the next. Uh, okay. Okay, so more likely, sir, it will take a minute to apply the new Wi-Fi name that you have created. So we will be disconnected to velop because it will refresh the available networks. So we have to connect to the new Wi-Fi name and you will no longer be able to see velop setup that you have added.
37:00
Speaker 1
Oh, all right. Okay. Now, it says, Step 1, go to your phone's Settings app and select your new Wi-Fi. Looks like you're not connected to your [silence] phone's Bluetooth network. [silence]
38:00
Speaker 2
on the parent node by default but the app will tell you when to connect all right so let's proceed on that one sir
38:00
Speaker 1
your new Wi-Fi. Please follow the steps above. Go to your phone setting app and and select your new Wi-Fi. Once connected, return to... oh, okay. Oh, it just keeps saying that. All right, I gotta go to the app, I see. Do you want me? Was it wanting me to go to the link, this app or to the Wi-Fi, or to the Wi-Fi setting? I don't even know how you close an app. How do you close an app? Yeah, Samsung.
39:00
Speaker 2
Mmhm. to the Wi-Fi setting so let's go to uh, you can close the link you just have for now and then let's go to the Wi-Fi settings of your phone. What phone are you using sir? um, and you're um, um like Samsung? Do you have like uh, do you have like a home?
39:00
Speaker 1
Yeah. Okay. Okay. Okay. I'm there. Oh, okay, I was, all right, yeah. Okay. Do what? Okay. Available networks, okay. Enter password, oh, I think we're moving along here.
40:00
Speaker 2
screen button. Make a home bottom. Select the one, sir. So you can go back to the home screen. All right. And then go to settings. Look for settings. And then I think connections and then Wi-Fi. Go to Wi-Fi settings, sir. So you have to enter the Wi-Fi password that you associated with the Wi-Fi name you created.
40:00
Speaker 1
Okay, says connected.
41:00
Speaker 2
All right and then let's go back here to the links his app.
41:00
Speaker 1
OK. No, it's just that information again. Says app info links this installed, there's no option. It says app info and talks about mobile data, battery, storage, memory, notifications, permissions, default, screen time, and app details and store. Yes. Well, it's open, and now it says, now it's connected to your new Wi-Fi. It's the same thing. It tells me to go
42:00
Speaker 2
and I think you have an option to click Next, right? Um, try to, um, sorry sir, what's your option? Um, I think you're on the app details sir. Um, do you have an option to open it? Okay. Let's open the app. [silence]
42:00
Speaker 1
go to my phone settings and select my new Wi-Fi and then put in the password and all that and are we supposed to be doing this, kind of going in circles? Right. Yes. This is amazing, but it's sure more more involved than the first time I did it. Okay, now there got the dashboard. Um, it says one device and four nodes. Yeah.
43:00
Speaker 2
sir. It's a good thing that the WHW one that you have is, um, can still be associated with the Linksys app. So, um, on the Linksys app, so for, um, that is where you can see the nodes are online now because it's showing four nodes and then we only have one device currently connected. I I think that's your phone only. So other device are not yet connected, so you have to manually connect them to the Wi-Fi and then it will show you how many devices are connected on the app. And then you can just do basic monitoring on the app.
44:00
Speaker 1
Okay. Well, I'm if you want to if you have time. [silence]
45:00
Speaker 2
For any advanced, or perhaps to say advanced configurations, if you want to change any, Wi-Fi settings, you can only rename it, using the Linksys app, under the menu, and then Wi-Fi settings option. But for any advanced configurations, you have to log into the 'myrouter.local', so you can configure something on the router. So for now, at least, you have still the Linksys app. So, you can actually proceed now, sir to connect, or maybe, move the child nodes to your preferred location. Just turn them off, or unplug them, and then place them one at a time. Would you like me to, would you like me to stay on the line, while you're doing the child nodes? Yeah, no worries. I can actually wait, sir. You can take your time.
45:00
Speaker 1
Okay, thank you. [silence] And this will have to cycle through a setup again or it's ready to go immediately. Mhm.
46:00
Speaker 2
You're welcome. It will automatically connect there, so once you once you turn it on or once you plug it back in, uh we'll just have to wait like three to five minutes. They, um, we'll just have to wait for them to turn to solid blue, no need to do anything since they're already connected. So they should automatically reconnect back to the parent.
46:00
Speaker 1
[silence] And then once that one has connected, then you do the next one? [silence] Well, we can. Okay. Mm-hmm. Okay. [silence]
47:00
Speaker 2
you can actually um you can actually do the other one, sir while we're waiting for the other one. Yes, since since one since for each child node, it will reboot for like three to five minutes so we can plug in the other child node while we are waiting for the other. [silence]
47:00
Speaker 1
The first one that's flashing red now. Uh-huh. Okay.
48:00
Speaker 2
okay, that's normal sir. that's fine. we'll just have to wait for that
48:00
Speaker 1
On the dashboard there is an exclamation mark behind the that mean it. [silence] I'm getting a message that says your device has no internet connection please connect to Wi-Fi or turn on your mobile data.
50:00
Speaker 2
Yes, sir, that's norm. The nodes, okay. That's fine, sir, because we actually disconnected the child node, so it will show us offline, so that's why it has the exclamation mark. Um, we are still moving child nodes, sir, so we'll just do it later.
50:00
Speaker 1
could take 15 minutes, so I guess I should probably not keep you any longer, huh? Yeah, well, the first one is blue. The second one is blue. Yes. And the third one I'm going to check right now. It's flashing red, but, you know, it hasn't had as long yet.
51:00
Speaker 2
That's fine, sir. Uh, for the child nodes, sir. Um, how's the child nodes so far? Did you plug them all in? Solid Blue? Okay.
51:00
Speaker 1
And the third one, just the third child just went blue, steady blue. The parent, let me go look. This will get your exercise in. It is steady blue as well. Yes. Which is kind of surprising, given that it's not supported anymore. Right?
52:00
Speaker 2
Okay. How's the parent node so far? Okay. But on the app, you're getting the updating firmware? Well, since you're able to associate it, so more likely app is still working, so that's why it detects the it detects the
52:00
Speaker 1
Mm-hmm. Yep. Yes. Okay.
53:00
Speaker 2
after the new firmware, so after this one, it will say, um, once it successfully downloaded the firmware, updated the firmware, um, it will ask for it to reboot automatically the router. so you'll notice maybe the parent node will start blinking red, that's fine. we'll just have to wait on that one and then everything will just turn back automatically to solid blue. so for now, I think just just leave it as it is since um, the app is working with the WHW01.
53:00
Speaker 1
[silence] Yeah. Yeah, it looks like it's about a third of the way through.
54:00
Speaker 2
[KEEP_UNCERTAIN] And your phone is still connected to the Wi-Fi right? [silence] Okay. [silence] Can you check if you have internet there while we're waiting or um do you have any progress bar with the update? [silence] Oh, okay. [silence]
54:00
Speaker 1
Oh, now it says, restarting your Wi-Fi. Future updates will happen overnight automatically and only take a few minutes. Um this takes two to three minutes, it says. So, any of the nodes or the parent? Okay. The parent is steady blue. Child number one is steady blue. Child number two is red blinking.
55:00
Speaker 2
so, we're almost there for the update. [silence] Okay. [silence] All right and then double check her if there is a no that's blinking red. [silence] uh the parent or any of the child nodes. [silence] Okay.
55:00
Speaker 1
child number three is steady Blue? no the child number two is not. it's blinking red. [silence]
56:00
Speaker 2
she Everything is solid blue sir. O H I think that is the one that um I think that is the node there that has a new firmware update since that is the one that's Blinking red. So we'll just have to wait on that one once it's solid blue, then you'll be back on the Linksys app.
56:00
Speaker 1
And now it's solid blue. How do I do that? [silence]
57:00
Speaker 2
Okay and then double texture the app.
57:00
Speaker 1
Okay, now what do you want me to be looking at? I have a checkmark that says firmware was updated and then I have router and then the three child routers and their signal strength.
58:00
Speaker 2
just open so just open the links his app What do you have sir on the app? Okay How much is their signal strength, sir?
58:00
Speaker 1
How much what? Oh, one of them is full, one of them is uh two-thirds full and one of them is just the dot at the very bottom, pretty weak, I guess. Maybe when I try to get out of my well. Nope, I don't to go back.
59:00
Speaker 2
how much are the signal strength? Okay, can you click next, sir? Do you have an option to click next? Okay, so what's your other option on that page? Do you have an option to go back? Okay. Select sir, yeah, try to go back. Okay, just open it again, sir, open the app. [silence]
59:00
Speaker 1
it says one device for nodes well I get it I can do what. [silence] Oh yeah, I did. And then we're back to where it shows the signal strength. [silence] Same thing as before.
60:00
Speaker 2
Okay. And they're showing as online now, sir, right? You can select the four nodes. You can select, sir, four nodes. Okay. Alright. So, just monitor that one, sir, since we just moved the child nodes to your preferred location, but as long as they're solid blue, that means they're up and running and online. So, usually the signal will propagate like maybe 24 to 48 hours. So, just keep an eye on that and make sure that everything is running smoothly. If you have any concerns or anything that pops up, just contact us and we'll try to resolve it as soon as possible. Okay? Alright. So, enjoy your networking.
60:00
Speaker 1
I, no, I didn't try. Mhm. Okay.
61:00
Speaker 2
Alright, so far you have internet, right? You can try to search anything. You can open a browser and then try to search anything. You can also connect a device to the Wi-Fi and then try to search just to make sure that other device are working fine.
61:00
Speaker 1
Yeah, it wants me to put in the password on the on the television. Okay. Yeah, I [silence]
62:00
Speaker 2
Okay. You can just enter sir the Wi-Fi password. [silence]
62:00
Speaker 1
Yeah, it worked. So. That's great. No, no, I guess not. Oh, okay, today's. Alright. Okay. I don't think so. Nothing to stay.
63:00
Speaker 2
Okay, so, yeah, you're up and running now for your Wi-Fi. any followup questions, sir? Okay. All right. But if anything else, don't hesitate to give us a call, sir, okay? You can just use the same case number. what we use is the 133816. Yes, today. Alright. So yeah, anything else, sir? Okay. All right. So, yeah. All right. So, yeah, just don't hesitate to give us a call anytime. So, um, yeah, I hope you have a great day, sir. I think it's already evening now from where you're at, right?
64:00
Speaker 1
Yeah, it's six o'clock. Okay, thank you so much. You take care too.
65:00
Speaker 2
Okay, so you're ready to have your dinner now, so I hope you have, um, I hope you enjoy the rest of your evening and you take care, okay? Thank you so much, sir, bye, bye. [silence]
65:00