Speaker 2
Welcome to Linksys support. To ensure quality service, please have your device's serial number and contact information ready. If unavailable, kindly call 1-800-326-7114. Hi, thank you for calling Linksys. This is Regina. I wanna help you today. Okay. Let me just check to see if you have an existing record to pull up. Okay? Okay. So, let me just confirm if I'm talking to Chris Jacob. And your email is Chris Jenkins, 1494@Gmail.com. Okay. So, just give me 2 to 3 minutes to check your existing record, okay? Or to review the transcript. troubleshooting you did with the previous technician okay so thank you for patience
00:00
Speaker 1
connectivity issues. Parent node's blue. Well, that was one of the things that was talking with her about the child node was one of the child nodes is blue. The other one on this floor was yellow and she told me it was too far away. So I unplugged it and stood right beside the parent and they still wouldn't connect. So what do I do now? It was red whenever I tried to plug it back in. I've unplugged it. Let me plug it back in again. [silence]
02:00
Speaker 2
patiently waiting on Chris Jacobs. And by the way, what is your concern regarding of your linksys devices? What is the light indicator of the parent node? How about the child nodes? What is the light indicator of that child node that you just relocated closer to the parent node?
02:00
Speaker 1
I'm literally standing eight inches away from the parent. That's blinking blue now. [silence] of of the parent node. OK, it's still blue. [silence] of the parent node. it's still blue.
03:00
Speaker 2
Okay. Gently press release the reset button of the parent mode five times within five seconds. Yeah. Press release the reset button not too slow and not too fast. Make sure it will blink for a few seconds. Gently do it again.
04:00
Speaker 1
Oh I'm sorry five times. Okay. Now it's red. Now it's back to blue. V X two thousand. All right. I'm sorry, M X 2000. No solid blue. Am I holding it long enough? I did. For five times. [silence]
05:00
Speaker 2
So press release, press release, press release, press release, press release. Yeah, five times within 5 seconds. And what is the model number for that nose? No, no need to hold it. Press release it. Just press release it. And then check the light indication.
05:00
Speaker 2
Okay, just keep on observing it for three to five minutes for the setup process. Okay, keep on observing it for a minute. [silence]
06:00
Speaker 1
[silence] it may have been too far away from this TV. Do I need to relocate it back closer to that TV? yes. Okay.
08:00
Speaker 2
Keep on observing it. Okay so it's still solid blue to relocate the child nodes it was working fine before right? Can we proceed to relocate the one back to its original location and let's try to observe if the issue continues.
08:00
Speaker 1
Okay, back to its original location and it's. Blue. Now she's flashing blue. [silence]
09:00
Speaker 2
Yes, let's wait 3 to 5 minutes.
09:00
Speaker 1
Now flashing red. Okay. Now a solid blue.
10:00
Speaker 2
It's okay. Keep on observing it.
10:00
Speaker 1
I'm stuck to parent I need to get on my computer okay okay, I'm we're connected
11:00
Speaker 2
Okay, since it turned solid blue, go back to the parent module and kindly do the speed check. Yeah, you can also use your phone. So, open a browser, or you can use your phone. Make sure your phone or computer is connected to the Linksys network. Open a browser, search for speedtest.net and kindly run speed check three times.
11:00
Speaker 1
All right. That's a download. Now. Should be faster than that shouldn't it? Um. It doesn't say anything about upload. For some reason, it's only doing download. Down [silence] Uh huh. 29.14.
13:00
Speaker 2
30.5 for the download speed. Upload. Okay. Can I try to do it three times? So first, you've got 30.5 Mbps and in the second time, yeah, can't try to do a speed test for the second time.
13:00
Speaker 1
34.2 Yep, and that's 2000, yeah
14:00
Speaker 2
And for the third time, and what is the model number of the parent router? Is it a VMX? 2010. Okay, so since you're using your computer, kindly open a browser. And then on the address bar, type 192.168.1.1,
14:00
Speaker 1
192.168.1.1 connecting to the internet guess when we reset it it dropped the connection huh okay
15:00
Speaker 2
this network. and is it router? [silence] yeah make sure your computer is connected. their links just network. and is it routed [silence]
15:00
Speaker 1
keep your Wi-Fi handy. It's got a cell phone. it's loading. OK. No password. Should I do this right?
16:00
Speaker 2
Oh, we do? were you do to a warning page when you try to access 192. 168.1.1. Okay. Click the picture or the image of the phone.
16:00
Speaker 1
Yeah, I had to put my password in. Connected. Correct. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah.
17:00
Speaker 2
Yes, router. Okay, and then, are you on the Linksys smart Wi-Fi tools? What is your network status? Connect it, right? Okay, can you go to troubleshooting? And then, click status. Okay, and then below, sir, you can see the options devices, then report. Can they provide a firmware version of your Linksys router?
17:00
Speaker 1
1.1.7.10.210,469 [silence] [silence] [silence] [silence] okay. [silence] [silence] [silence] 1 gig [silence] there is not an X in any [silence] one, two [silence] or three [silence] right [silence]
18:00
Speaker 2
Okay. Can we scroll down onto the very bottom and look for ports? Okay. So in line with the internet, where is the X mark located? How about one two three and four? So there's only one X mark which is in line with the Internet and it's located into one gigabit per second. Okay click OK.
18:00
Speaker 1
O.K. Oh. O.K. Jinx patio. 2.4 Jenkins. No there's, they're different. Jenkins patio is 2.4. Jenkins house is the 5. Yes. How would I see that? I hit a little lock. I'm not seeing security mode. [silence]
19:00
Speaker 2
So currently, you're connected with your 5 gigahertz band. Okay, so the security mode of the 2.4 is WPA2 personal. Check the security mode of your 2.4. security mode, sir, look look for the security mode, which is WPA2 personal. security mode.
20:00
Speaker 1
I see the Wi-Fi settings. It's got the list of those two channels, whatever you want to call them. Okay. WPA2 personal. um say um
21:00
Speaker 2
So click Wi-Fi settings, 2.4, 5 GHz band. And then, with the 2.4, you can see your SSID, broadcasting, channel, security mode. [silence] Now, what is your security mode for the 2.4? How about for the 5 GHz band? Okay, now, do you have a device which we can use to wire directly to the modem? For the 5 GHz, then can you change that into WPA2/WPA3 Mixed Personal?
21:00
Speaker 1
Yeah. Okay. Updating my bar settings. Yes. Um. I think so. No, this laptop only has HDMI. There's not an HDMI plug on it. [silence]
22:00
Speaker 2
Click the drop down arrow and select WPA two slash WPA three, mixed personal, and then click apply. Okay. And is there a device, a laptop or a computer, which we can use to wire directly to the modem?
22:00
Speaker 1
you don't? It's one of those phone jack plugins and this computer doesn't have that input. Now, now, unplug, the parent no.
23:00
Speaker 2
None of your devices can be wired directly to the modem. Okay, now, kindly unplug the power adapter of the modem. Then the parent node. Then wait for 30 seconds to one minute to plug the power back. I'm going to plug the power adapter of your modem from
23:00
Speaker 1
All right I'm plugging the modem from Bright Ridge and power from the parent node Okay would changing the settings on that 5 channel have done Oh okay
24:00
Speaker 2
Your bright, rich broadband. And it links his parents now. So let's wait for 30 seconds to 1 minute plug the power back and I will let you know which device needs to be plug in first. The about 5 GHz actually will provide a better speed. So let's try to reboot both modem and if everything is working.
24:00
Speaker 1
which which one should i plug back in first? we'll plug that back in i will plug back in the parent node no? already plugged the modem back in? you want me to plug the modem back in first right? k the parent no is what you're calling the router correct? let me leave my plug for another minute
25:00
Speaker 2
Note, since it doesn't have a device which we can use to wire directly to the modem. plug the router plug the router first. Which turns to solid blue or blinking blue of the router. proceed to plug the power back of the modem. Plug the router first. plug the router first. Plug the. router in there.
25:00
Speaker 2
the modem and then while both devices are booting up so restart your computer no after you may now proceed to plug the power back of the modem so that they will both boot up and reconnect yes try to restart your computer [silence] OK. And what if the light indicator of the parent node still blinking?
26:00
Speaker 1
It is solid green. It is. I did unplug it from before. Okay, guys. Yeah, I believe. [silence]
29:00
Speaker 2
Yes, checked if check if the Ethernet cable is properly plugged in from the modem to the internet port of the parent node.
29:00
Speaker 1
and that speed check on the computer. On the lengths side, correct? Okay.
31:00
Speaker 2
Yeah, open a browser. So, since you forgot the network, so you reconnect your computer, open a browser and do a speedtest. net three times. Same thing as what we did earlier.
31:00
Speaker 1
Much better. still 650 on the first download and upload is download 650.6 upload is 162.26 yes.
32:00
Speaker 2
Can I provide the speed that you got? 615 BPS. And for the second trying? [silence] Sorry. So for the first time, you've got 615 BPS for the download speed. And for the upload speed?
32:00
Speaker 1
612, 612. The downloads, 583.91. The uploads, 398.41. The third time. Down they're 625.4. The data is starting to show patterns that might indicate a change in network activity.
33:00
Speaker 2
what's for your upload speed for the first time, and for the second time,
33:00
Speaker 1
and up is 636.46. yeah. um, I want to say it's 600. that obviously can't be true. that's what- we're getting better speeds than that. one's blue. let me run upstairs and check the other one.
34:00
Speaker 2
636.6 upload speed. Okay, since it's a wireless connection, you're possibly, that you can only get 60 to 80% of your subscription, due to the interference. May I know your internet speed subscription? Okay. Yeah, and since it's better now, may I check the light indicator for your child's nodes?
34:00
Speaker 1
That one is blue as well. Yep, both are blue.
35:00
Speaker 2
Okay, now since the speed is better now and we successfully set up the child node, so for the meantime kindly observe the connection of particularly your internet speed regarding with your MX2000 and your four other devices that experiencing the same issue. Kindly try to or proceed to forget the network and reconnect them to your 5 gigahertz band to have a better speed. So is there anything else?
35:00
Speaker 1
Should I try to put everything on that 5 gigahertz or what do you put on the five versus the 2.4? Oh yeah The one the one that I was we'd put in a Fire Stick on the TV and our routers that have 5 gigahertz they so the 5 gigahertz is a lot more concurrent and they claim it not as many things can can can interfere with it. Right
36:00
Speaker 2
Not all the devices to. All right. yeah. for those devices actually five gigahertz band. this will provide a better speed, but it is for the shorter range. but for the longer range, you really need to connect your devices to your 2.4 and gigahertz band. but there are some devices that won't allow to connect with five gigahertz band such as your security camera. so they really need to connect with your 2.4. so for those devices that you commonly use, connect them to their 5 gigahertz band to have a better speed. I guess it's proving now. It's much more better compared earlier. And we already checked your firmware version, it's up to date.
36:00
Speaker 1
that's what was dropping or was buffering. so let me turn it on and see what it'll do. you got to restart the TV, basically. let me unplug it. That was initially the reason why i called to try to get some help with it.
37:00
Speaker 2
Yeah. You need to restart that one. Yes. And try to connect with your five gigahertz band or 2.4. So your fire stick is still experiencing buffering issue.
37:00
Speaker 1
Um, let me connect you back in. Okay. So turned it off and turned it back on do I need to unplug it. I'll. Let me do that.
38:00
Speaker 2
So you restarted your television. Yeah.
38:00
Speaker 1
Very, call them all back from manager so. Okay, everybody's, plug back in. [silence] flow and go to the Wi-Fi say forget the network okay okay that's connected it is right now but let's see if it connects.
39:00
Speaker 2
Yeah. And then try to connect with your phone via USB. And then check if you still buffer. Okay, so it's working. And I would like to set an expectation. So since the speed has improved, including with your computer and your television, so please observe your current Internet speed for the meantime.
40:00
Speaker 1
think that should do it. I appreciate your help. Thanks, you too. Bye.
42:00
Speaker 2
And is there anything else that I can help you with? Okay. Yeah, well come back here, and have a great time. Take care. Bye.
42:00