Speaker 2
Welcome to Linksys 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]
00:00
Speaker 1
[silence] Yeah, hi, this is Ken. I'm sorry, your first name was missed. Okay, yeah. Well, hey, thank you for helping out. I've I've had a linked to this to the Mesh network for a while, and I have a serial number here if you'd like it. [silence] Yeah, the model number is WHWV1. Okay, so I I do have two nodes. Uh one is 2-0 and it
02:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Epi. Epi. Epi sir. Yes. Yes. Can I have the model number and here your lumberms to please sure one. here I'll have.
02:00
Speaker 1
[KEEP_UNCERTAIN] This is really small here, it looks like 20J Yeah, 2.0, J10G6C712225. Uh, no C is C is C, is in Charlie. Yeah. Or C is, yeah, I'm sorry, yeah, no, C is in Charlie again. So Charlie 6 Charlie. if that works. Yeah, I don't know if there's a problem. I wanna make some changes and I can't figure out how to do it. So, I've started to make this a smart home and, um, right now, everything is set up to 5G, it looks like, best I can tell. Um, and I'll tell you how I figured that out. I figured that out just going on my desktop Dell computer and clicking on the, um, you know, just the Wi-Fi connection, like a properties type thing, or it shows up as 5g. Um, and then I do have a guest network, and I, for whatever reason, I assumed that was like 2.4g. But evidently, based on, again, you know, what my computer is telling me through the, you know, Wi-Fi evaluation, that saying is it's 5g as well. So, that's the current conditions. I'm trying to make a smart home, and so, I'm putting more devices onto the network, and I have like an Apple HomePod, and I'm realizing that I probably, some of these devices only work on 2.4g. So, yeah, I'm, yeah, so I'm trying to, uh, you know, so, of course, I wanted to talk about that first, but, yeah, so, is there a difference? Like today I have, you know, just the main band, and then I have, From a security standpoint, does it matter? Which one is 2. You know, what I'd love to do is keep the same wi-fi password, just change it to 2.4 gigahertz. But I don't know if we can. Okay.
03:00
Speaker 2
yes, that is the, that is actually okay, sir. Well, um, yeah, and this router, WHW03, the TriBand, uh, you have the option to separate three bands, if, uh, some of your, if, if your devices also support 6GigaHertz, you may connect to that, uh, to that network. Okay? And, yup, you can, you can either connect to the 2.4 and 5GigaHertz. And for us to be able to change the settings, um, because on the Linksys app, you won't be able to do that, if it has only limited options. So, you need to access the router settings via a browser. Okay? So, sir, before
05:00
Speaker 1
Okay, good, keep on. Sure. Yeah, my first name is Ken, last name is K O. Okay. And, uh, yeah, I, uh, so, so, I'm, I'm happy to give you my email, email. What I not sure is I have also own a house in, in, in Florida, and, um, so, uh, let me, let me just give you this email first. So, uh, ken.cook, uh, actually K, K, E, N, C, O, O, K, A, S email at Gmail.com. See if that is associated with this property or these devices. [silence] Yeah, and there's an s after cook, after the k, so it's Ken Cook's, no apostrophe. Yeah. Yeah. Yeah. Comcast transport. Okay. Okay. Yeah, as long as, yeah, I have an account with you. I've talked to you guys. You guys were very helpful initially getting this thing set up and I had some issues, so I know I've talked to you a lot. But yeah, I can, if we're going to just, if you're just going to use the email, I have another email that I use for business purposes and maybe have that one, just so, you know, marketing,
06:00
Speaker 2
okay, so that is can cook email at gmail.com, Listen. okay. and who is your Internet provider, sir? Comcast. okay. yeah, uh, we found no record using this email, okay? that's alright. we'll just have to create um, a new record here, okay? It's okay.
07:00
Speaker 1
Yeah, yeah. Case marketing comes in. This one's a little bit different. It's R.E. A.L., real. K.E.N. D.O.K. at gmail.com, so realKenCook at gmail.com. All right. Long-time customer. I am. Yeah, I'm logging on now to the.
08:00
Speaker 2
It's it's Mm-hmm. Okay? Oh yeah, I think this is the one. Let me. Yeah, I found this account on our old system, okay? As I think you've called a little while. Yeah. Okay. All right, so, yes. So to do that, to be able to access the router setup, we need a computer. Do you have any computer available?
08:00
Speaker 1
I have three but and we found out that was causing problems so we were able to get by with two. Oh my gosh. Um probably six, seven years. Yeah! Yeah, I'm there. I am. I have a hot spot. I have a hot spot if needed. I have a hot spot, if needed.
09:00
Speaker 2
By the way, how many nodes you have in total? Two, right? Okay. And how long have you been using this device? Just an estimate. six to seven years. Okay. All right, sir. So now, can we can we open up a browser on your computer? And are you connected to your network? Okay. All right. So just open up a browser and then I'll come again. I'll [silence]
09:00
Speaker 1
Okay. Okay. Okay. OK, let me check that oh, that. it's the main network. L-O-C-L. local network, right? Oh, I spelled it wrong. I mean right. I got my, my router.local. Oh, I spelled faster round wrong.
10:00
Speaker 2
Oh, um, it's okay. Uh, we'll be using your network, okay? We need to make sure that your computer is connected to your main network, not to the guest, okay? Okay. All right, then. So, now, uh, let's, uh, on the address bar, let's type in H.T.T.P.S colon slash slash my router.local. Yes, L-O-C-A-L. Yes, sir. And then press enter.
10:00
Speaker 1
Put an in in there. Okay. Try it again. Ah, I lost the HTTPS. There we go. Http://local. I'm not getting. Yeah. Um, if it, if it's just, if L is the last thing on, it, it can't reach this site is what I'm getting. Yeah. Uh, I, I can use that. I, I just jumped on my personal to do this on actually an Apple system. that a problem? It's not Mac.
11:00
Speaker 2
Yes, my router. The local, press enter. it says can't can't reach the page. Okay, let me just check the IP address of that computer. Mr. uh Turkhan. So, is your computer running on Windows operating system? It's Windows 10 or Windows 11? Uh it's okay, it's okay. Uh just just click on the uh just just click on the apple icon then go to the
11:00
Speaker 1
Okay, okay. I did system settings. settings. Okay, network. I see internet account. Would be easier, I've got a, I've got a Dell right in front of me, my work computer. Here we go, here's network. I can network, I there's Wi-Fi connected. Yes? I do. Yeah, the IP address is 192.168.1.90.
12:00
Speaker 2
system. But usually you'd go into system settings. Do you see network? Okay. Under network, do you see Wi-Fi? Yes, you're connected to Wi-Fi and just... Can you select your network and uh... click on the uh details and tell me what's the IP V4 address or IP address? [silence]
12:00
Speaker 1
Yeah, let me correct the IP address. The last two, it's, it's 1.90. Okay, yeah. Yeah, the router is 192.168.1.1. Yeah. Okay. Uh, no. Uh, yeah, let me see what I am. Yeah, I, it looks like I am, let me just double check. Yes, I am.
13:00
Speaker 2
What about router? Do you see router there or default gateway? Yes, 1 point 90, yeah. And the default gateway, sir? Or router. Okay. All right. Can we go back to the browser? You may close that screen and open up, you, are you using Google Chrome as your browser? You're using Google Chrome. Okay. Now, on the address bar, instead of typing in myrouter.local, can we use, can we instead use IP address? So, it is 1 point 72 rather than myrouter.local while you are on Google Chrome. Is that okay?
13:00
Speaker 1
192. Okay, your connection is not private. Attackers may okay. I trust you. Yeah. All right, looks like I'm getting into the screen now. and just say it's saying waiting
14:00
Speaker 2
type in HTTP://192 point 168, sorry, dot 168 dot one dot one, dot one. yes, just go to advanced. it's okay. uh, that's just for the is just to certificate thing. yeah, so just click advanced and proceed or if you have, uh, continue option just continue. all right. Wadi. [silence]
14:00
Speaker 1
Yeah. Okay. So, yep. Now I uh need the rout or pass word access to velop. I'm going to go back. Um I bet that sounds familiar. I'm trying it. Uh Unexpected area. 2317 we encountered an unexpected error. Issue. Please continue to visit our technical support. Um I can't see. Uh let me just try again. A, D, M, I, N. oh gosh, that was just down, you know, where I would say that. Then [silence]
15:00
Speaker 2
Okay, it's waiting. All right, now, uh, did you happen to change the router password when you, I mean, yeah, when you set up the, the mesh router for the first time? Because by default, it's admin, A D M I N, all lower case. So, did you happen to change that? [silence]
15:00
Speaker 1
[silence] there may be a place I could check real quick that I the password may be located if there is one. Uh Yeah, let's look. Um Just real quick, I'll check this. Um All right, I'm going to try one real quick password. That's okay. Yeah. Okay, let's reset it.
16:00
Speaker 2
Okay. Well, if your password doesn't work, you have the option to reset password from that page. Okay.
16:00
Speaker 1
so I'm going to hit reset password. yeah let me go I have to run downstairs. yeah I have to run downstairs and come back up. okay I do have a call in 40 minutes too so I don't want to just to let you know I don't know how long this typically takes. yeah. 40. got ya. Okay. me. Maybe. Yeah. write the number. I have a helper now. My wife's going to help me write down the number. [silence] so that I can read it.
17:00
Speaker 2
Okay, just click on reset, yes reset password. Um it will ask for the recovery key. Just to use the recovery key which is underneath the main node, the one connected to the modem. The parent node. Oh okay. Yeah hopefully we won't encounter any issues after thing the router. It's um Yeah Oh. Okay.
17:00
Speaker 1
[silence] Wow. Andy, can you turn the light on? [silence] It's dark over here, so bear of us. okay, it is 9:509. 9:00 nine okay. Okay. Thank you. You get to have the pen. So you said you this It actually has three channels, these nodes, three bands. It's not even showing up on my on the app, it only shows the two. Okay. Yeah, but uh I guess the only thing I see is um you know when I go into the app is just the one main network and then the guest network. All right. All right. So I can type in the password now. Silence.]
18:00
Speaker 2
it actually, it has three bands. Because this, yeah, because this mesh router is a tri-band. uh... is it a tri-band mesh Wi-Fi system? Yeah, because you, uh, with the app, you only have limited options there, so, um, that's why you cannot, you don't have the option there to separate the bands. Okay, so, uh, yeah. Yes, please. The recovery key.
19:00
Speaker 1
I did and now it says create a new password. Let me write it down. One, two, three, four, seven, eight, nine. Okay. So I I have 10, I have a capital, I have a character, and so what are the other? And a letter and a number? Yep. None that repeat. Okay. All right. I'm going to try it then. So I guess I just hit reset.
20:00
Speaker 2
What? Yes, just create a new password. I think it has to be 10, character password, combination of numbers and letters. There should be one capital letter and just symbol. No repetitive character. Yes, sir.
20:00
Speaker 1
I'm in. Bottom right. I see parental controls. I see online devices. Linksys home networking
21:00
Speaker 2
Okay, great, so you're able to log in. All right. Now, sir, at the bottom, right hand, if you scroll down, do you see there, see a option? Yes, bottom right. [silence] Okay, just to make sure, your browser is up to date?
21:00
Speaker 1
[DOWNWEIGHT] Apps. I got, what am I looking for again? Oh, what is it? Yes, third-party privacy. No, I see third-party license Privacy statement. Yes. Yes, see a. Okay. Go. like a little backdoor code or something, isn't it? Okay. Yeah, it's wait, yeah. That's the radio. And I'm sorry, what was your name again?
22:00
Speaker 2
Justscroll down a little bit. Um, the the letters are really small. It's on blueprint. So just look for CA. It's device privacy policy. Do you see that there? Yes. Yes, and what about CA? Yes, click on CA. Yes, sir. Like this one is for advanced configuration or something. So once you click on CA, um, go to Y- oh, still waiting.
22:00
Speaker 1
that's it okay I love it okay so this is interesting yeah okay I see it I don't see routers I see network status and right below that is wi-fi settings Oh I see right right under troubleshooting I see connectivity I see router settings connectivity gotcha okay okay all right so I see
23:00
Speaker 2
P epithelializer. Okay. All right. So, it brought you back to the same screen. Yes. And now go to Wi-Fi settings. Right below router settings you have their Wi-Fi settings. Uh, no, no, not that one. Sure. it, um, it's on the left panel. It's on the left hand side. Do you see? Yes, right below troubleshooting. Yes, that's it. Wi-Fi settings. And from that, yes.
23:00
Speaker 1
Interesting. What is this called? So, so here's, I don't know if this is: Yeah, Yeah. So I have, um, this is very confusing to me. So it has Wi-Fi settings and it has three, I see the three bands, one's a 2.4 GHz, one's a 5 GHz. It has a sub Z1 and then the Yeah, Z2. All of them have the same name. Wi-Fi name. Okay. Which one is the bin? So,
24:00
Speaker 2
Yes, that's where you separate the names of the band. So if you can see, it has the same name. Yes, yes, yes sir. So you may actually have the option to change the wifi name. For the wifi password, I would suggest you just keep that. I mean, you can actually use the same wifi password for all those bands. Just for the name, you can just Yes, you can change the name so you would be able to identify which is the 2.4 the five. Yes,
24:00
Speaker 1
Yeah, so, so, I'm still confused as, [silence] because, well, what happens when, when I log in my computer, which, I guess it just picks if it was on 5g or 2.5g, right? So, I guess, and again, I apologize, thank you for hanging in with me on this. So, I'm, I'm trying to understand, um, So, do, should I, since I'm having a smart system, do I, the way the, is the router smart enough to, and I guess my devices need to be smart enough, because I don't want to hear ad.
25:00
Speaker 2
Yes, yes. If your device if your device supports 2.4 and 5 gigahertz, it should see those networks and if if it also supports 6 gigahertz, as that's 5G H2S2, they're the 6 gigahertz. So if it also supports 6 gigahertz, then [silence]
25:00
Speaker 1
have multiple systems if the device is makes everything kind of transparent to me and it just works. I don't know that breaking this thing up will is gonna is advantageous. And I guess that's kind of my question. I I want to make sure you understand I'm not a I'm not a hardware expert. So just because I'm saying, hey, I want to have a separate system for the 2.4 and the five uh that might not be the best thing to do. So that's why that's why I'm kind of talking through this with you. Okay. Right. Right. That okay. Yep, that's right. So this is what I'm thinking about doing.
26:00
Speaker 2
Yep. Well, that's okay for you to 5 G Hertz, okay, especially with this. You know, 5 G Hertz, okay, especially with this. over internet over thing devices, um, like the thermostat, those things, uh, uh, Google home. Uh, Oh, well, I'm in, uh, um, like the thermostat and Google home, only support 2.4.4.
26:00
Speaker 1
Okay, so this is what I'm thinking about doing. I'm going to leave the 2.4 name the same, and then in the the the the the the Z1, I'm just going to add like a 2 and a 3 at the end of that. So, it's just So let me, so now I'll have three, when I, my Wi-Fi just I'm again trying to understand, so bear with me. So now when I log into my Wi-Fi, I'm going to have three different of these bands plus the guest network show up. Is that correct? Okay. Interesting. Wi-Fi. Right. Right. And so okay, so I guess we just hit apply now. Is the internet going to go off a little bit when I do this?
27:00
Speaker 2
[silence] Yes. [silence] Yes, you can. [silence] 5 GHz you can change that. [silence] Yes. [silence] Yes, yes. [silence] Yes, yes, sir. [silence] Yeah, but then again, um, but then again, some wireless devices won't be able to detect the 5 GHz or 6 GHz, okay, because it doesn't support that. [silence] Well, if you, if your computer is, uh, [silence]
27:00
Speaker 1
Okay. now it's on the 2.4, yes. So let's just go ahead and apply. Let's see what happens. Uh, uh, we're updating the settings. You know what I'm gonna do? I'm gonna, I'm gonna say no. Just for grins, so remember I'm gonna I'm gonna change instead of the two, I'm gonna put a five at the end of the five. and then a six at the end of the six, oh, yeah, six at the end of the six. So, it's six gigahertz. Is that right? So I'm gonna have a 5G 5 and a 5G 6. Yeah. Yeah. All right. Okay. Right, I know I'm just, yeah. Uh, applying changes. this is amazing because this is going to help so much. So I'm not going to have to change anything in the house now. So all the passwords or anything that's already set up. All the connections. Yeah. So while this is while this is going forward, how does the that why isn't the guest network showing up here? Or which band does it reside on? 2.4. Okay. It was showing up um because I, again, don't know how accurate it was, but I just because I was before I got there, I wanted to I was trying to figure this out too and understand it. I went to, you know, the router settings on my computer. And clicked on the information for my guest network, and it said it was 5G as well. That's when I said, okay, because I was, what I was going to do is just switch the names of my 2.5G, 2.5, 2.4G and the 5G. And then when I went and looked, both of them were 5G, I'm like, okay, I gotta call you. Okay, so I'm gonna click on this now, we'll double check things. this will be good. All right, so it's connecting. All right, it's connected. Now I'm gonna click on the little information page. Wi-Fi 4, yep, 2.4 gig. All right, so it's coming through at 2.4. Yeah. Even though it says 5G. All right. All right. I think you've solved my problem. I think you've I think you've done everything I've asked you to. Yeah. You guys are you guys are great. I remember this from when I was doing it many years ago when I called you guys. Yeah. So let me ask you, do you kind of can you can you look up the serial number and find out when this dways were manufactured? I'm thinking it may be more than five. Yeah. six. Uh-huh. Um, I'm trying to think where I pulled that All Sales. I was on my app, right? Let me look on the app real quick. Yeah, I didn't have it in front of me. Yes. So yeah.
28:00
Speaker 2
okay all right Serge okay so thank you okay okay well I thank you for your yes well actually when I check the serial number of the device because some of the serial numbers does not show up on our system yeah let me verify that serial number of yours again that's two zero J for on one zero C for Charlie six C for Charlie seven one two two five correct oh sorry
31:00
Speaker 1
1, 2, 0, J, 1, 0, C, 6, T, so Charlie Max 6. Yeah. and then the serial number I think which is 7, 1, 2, 2, 2, 5 or the the whatever the node number. Yeah. Oh, yeah. No, I knew that. I was just I was just just curious how old it was. I'm thinking it's maybe close to 10 years. is why I was asking or older. Yeah. yeah, so Nate. one question I'll let you know because I'm curious what what what how do they know when they start to fail? What's the symptom typically? Do they get slow?
32:00
Speaker 2
speaking it's for Charlie. good. yes? yes it shows no data here in our internet with this WHW03 your router is already out of warranty. three-year warranty period. er, yes, could be the manufacturing date to manufacture release date. go ahead. we don't say yeah, no. you get it. just hang on. just correct what I'm looking at.We don't have the serial number. Which one is the proper one? [silence]
32:00
Speaker 1
Right. Got you. Yeah. Okay, yeah, I get it. But this is – you guys have been very helpful. Very helpful. Yeah. All right. So, well, thank you very much.
33:00
Speaker 2
zero three is already one of our end of life routers okay so yeah so so we still um provide support for this because it's still uh under the um it's still covered for technical support okay but uh if if it's already end of line um doesn't manufacture that particular device oh no worries yeah we're always here to help sir thank you so much for your time and for more information just please visit our site support.linksys.com and if ever you need to call us back uh just take note of this ticket number let me uh let me uh give you a ticket number sir [silence]
33:00
Speaker 1
Okay. Go ahead. Got it. Okay, F first, thank you so much. I hope you have a great day. You too. Yeah. Bye. Oh, sorry. He didn't hang up.
34:00
Speaker 2
your ticket number is l for lima c for tom s for sam 00 136727 thank you for your time, sir. Thank you. This is Eppy from link. Thank you again for calling. Have a great day. Take care. Bye-bye. hello sir.
34:00