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.
00:00
Speaker 1
Hello. I just spend an hour and a half on the phone with one of your predecessors. I just hung up. I'm having difficulty. I have a ticket number. And I'm having difficulty 589. Olga D Ferguson J.E.S.
02:00
Speaker 2
okay. Can I have the case number first? okay. Thank you so much. Let me just pull that up up here. one three six five eight nine. okay. all right. Can you help me verify the account? Can you provide me the first name and last name and then the email? okay.
02:00
Speaker 1
686, 229@gmail.com. 6, 89, whatever I was working on five minutes ago. Yes. It's not connecting. We had problems connecting the Wi-Fi to the net, to the new password and name. I entered a new name and password and when I went on my laptop computer to connect and also my cell phone, it will not connect. It keeps going back to the old Wi-Fi. Which is Netgear 20 properties. It keeps going back there. and we can't get it to service.. What is Netgear 20? That's the That's the one I have. So I bought this mesh, Linksys mesh 2 to to use in conjunction for a stronger connectivity. So she wrote me through all of everything, you know, connecting the the three the what does she call it? The transport, and the child, you know, various spots in my house. But we went to connect to the Wi-Fi. it kept on showing the password is incorrect or something's incorrect. So we went to the laptop to see if it's connected to it.
03:00
Speaker 2
sorry. Oh, sorry, what's the name. Netgear? Okay. Um, no.
04:00
Speaker 1
Connected and accepted the new and it did not. So she was saying that we'd have to start over because my my laptop is not connected to my router or whatever you call it, the Netgear. And so she wanted me to find a connection a a new internet wire to connect from my laptop to the uh I can't get the name right, to the uh the Netgear router and I don't have a wire, you know, an internet wire to connect the two, so she said that we've have to start all over again. So this is where I'm at. I have no internet connection because it won't connect. yeah it's 0 9 0 9 fart exclamation mark that's the new nina yeah yeah yeah yeah yeah [silence] yeah
05:00
Speaker 2
Do you have a NETGEAR router there? Where your MX? Okay, so as for your MX-2000, since you set it up earlier, what's the Wi-Fi name that you add or create that on the new link that you connected to your NETGEAR? Is that the Wi-Fi name that you have created? And you select that Wi-Fi name to connect, right? To the Wi-Fi? And that is where you're getting the password incorrect.
06:00
Speaker 1
Okay. I have a name, I have a password, I have a serial number and a Mac number.
07:00
Speaker 2
Okay. what's the model number, ma'am, of your link system? Let's start with that one first. So at least if we will really need to go back from the very beginning of the setup. Then we'll probably have to make sure that we're getting the right connection that you have. So later on, we'll not get confused for your wi-fi network name and password. Can you provide me um can you provide me the model number of your NETGEAR unit?
07:00
Speaker 1
I don't have a model number, which I'm sorry, I found it. Model number M as in Mary X as in x-ray 2000. That's the model number. Yes, I have three of them. So we chose one for the parent and the other a child. Okay, so this is the parent one that's next to that's hooked up to my router. Yes. My gosh. Oh gosh.
08:00
Speaker 2
okay. All right. So the MX 2000 is hooked up to your Netgear router? Okay. What's the model number Memphis of your Netgear? where the link link and MX 2000 is connected?
08:00
Speaker 1
There's a network name. model number B as in boy, E as in Edward. Oh, no, no. Here, I found it. The writing is so small. R S. I think it says, oh my god. Mine says R as in run 5500. No, it says, I think it's R F 500. Yeah, wait a minute. Let me put this thing down. Hold on a second. This, um, there's so many wires back here. I have to, uh, let me uh, get this connected and make sure all the wires are Oh, now this says yep worlds rugby 5500 yep My guy, right there. 5500.
09:00
Speaker 2
okay RS-500 and your RS-500 is connected to your spectrum modem right? Okay.
09:00
Speaker 1
Make sure everything is plugged in. No, no, no, I won't. I'm just following the wires. Yes, everything is plugged in. Yes. everything is closed in. Okay. If you just walk me through it, yeah.
10:00
Speaker 2
Okay. Okay. Okay but do not just disconnect Anything yet just just and Okay. Okay. Okay. You have a phone ma'am? Do You have a A smartphone right? Okay. So since we don't have an option to connect wired to the MX2000 So we'll probably have to do a reset. Are you Are you good with the reset? Right? process until we make sure, um, that we'll be able to connect properly to your Wi-Fi before we end the call. All right. So, let's focus first with the parent node. So, let's set aside the child node. Let's just leave them as as it is for now. So, um, yeah, we'll proceed with the MX 2000. Underneath or at the bottom of the MX 2000, you have a reset button. So, I need you to press and hold the reset button for 30 seconds.
10:00
Speaker 1
Okay, that's 30 seconds. Okay.
12:00
Speaker 2
All right. Let's give that one two minutes, ma'am. Let me know if that node turns solid purple. Let's give it time to recover first. Okay. So, earlier I asked you to press and hold the reset button. [silence] Okay, so, earlier I asked you to press and hold the reset button.
12:00
Speaker 1
[silence] Okay. Purple. Purple. Solid purple. Oh wait, wait. Now it's blinking and went to white. Blinking white.
14:00
Speaker 2
one button-right for 30 seconds. So this time ma'am I need you to press the reset button five times. So we'll do a five press method. Um I I know that you already did that one earlier but let's do that one again. one press per one second interval. So do it five times. Oh, and what's the color of the LED light is it blinking purple or just solid purple? Okay. okay. All right, so that means it's already trying to reconnect with the other router. So let's give it like three minutes.
14:00
Speaker 1
Samsung, Samsung, Android, Samsung, Okay, it's still blinking white.
15:00
Speaker 2
And what phone do you have ma'am like are you using an iPhone or Samsung? Okay. Okay. So I may have to ask you to use that one later. Okay? Just let me know if the parent node turned back solid blue. Okay.
15:00
Speaker 1
Okay, now it's blue, solid blue. Okay. Yes, f 95
16:00
Speaker 2
Okay. So, let's go to your phone, ma'am. I need you to go to the Wi-Fi settings of your phone. And then, um, check under available networks on the Wi-Fi list. If you can see under score Velop setup. Have you seen under score setup there? I think F95. Okay. So, I need you to connect on that one, ma'am. The Wi-Fi password is underneath the parent node.
16:00
Speaker 1
Okay, hold on. Okay, now stay connected. Well, I've already, I downloaded already. Should I, you know, so,
17:00
Speaker 2
all right and then i need you to go to play store ma'am and then i need you to download the Linksys app okay yeah let's let's open the Linksys app
17:00
Speaker 1
Oh, you know what? When I open it, it says, um, for your, it's on the page, it says, now let's connect to your new Wi-Fi. Step one, step two. Should I hit next? No. No. Let me close, close that out. Okay, I'm gonna open it again. Uh, ready to complete set up.
18:00
Speaker 2
Mm-mm. Uh, no, ma'am. Let's go back because we have reset the parent node, so it will loop us back to this setup, so we have to set it up properly. Do you have an option to go back and start from the very beginning or no? Okay. Okay. And then remove it on the running background of your phone then, open it again.
18:00
Speaker 1
Okay. Now it says let's connect to your new, Wi-Fi. Go to your phone setting app, select a new Wi-Fi, which is we selected. So, I'll hit next. Looking for your child's nodes. Keep your phone near the setup area. trying to connect. to your network, uh just says next. Does, help us help you? next or. Okay.
19:00
Speaker 2
Yes. Select ready to complete set up. And then, do you have an oh yeah click next. Yes click next. Can I click yes proceed, click next. [silence]
19:00
Speaker 1
has my name my new name is ready to connect your device to your new Wi-Fi go to dashboard will work won't click small click the background is moving oh here wait please wait perms and conditions end user like okay okay connect your router to your modem or source of internet if your router has okay it's connected says
20:00
Speaker 2
Yeah, select go to dashboard. So, it just it looks like it froze. The app. Okay. Um, agreement to the terms and conditions. Click next. Sorry.
20:00
Speaker 1
Okay, plug an additional into your power [silence] next make sure everything is okay. note, light is solid now, this is connecting. it says pick something memorable so I have to do another, Wi-Fi name, right? or use the same one. uh, shet, oh for shit, oh four, oh, oh, my God. I can't say shit. oh nine, oh nine fart explanation. Oh, it's here. pick something memorable and secure for a volup setup, F, 95. And there is a there must be in there.
21:00
Speaker 2
Okay. Yeah, click next. Yes, click next. The, yeah, the router is solid blue, right? For the parent node. Okay, select node light. Okay. Yes, you have. What's the old Wi-Fi name that you have associated when you first set up the MX2000?
21:00
Speaker 1
And because it says next. It says объем mem elaborate and secure for the volume. So the volume wi-fi, is the one that's going to be on the bottom of the parent right?
22:00
Speaker 2
Can you double check, can we make sure that the Wi-Fi name is the one that you have created? [silence] and then double check the Wi-Fi password. [silence] That is the default Wi-Fi name, ma'am, but if you have an option, I think, right now, it's asking you to create a Wi-Fi name for your Velop Setup F95, so you need to replace that one with the Wi-Fi name that you prefer. [silence] Do you have a box where you can enter a new Wi-Fi name?
22:00
Speaker 1
Well, there's a line, and there's a word, there's a name already. But I, God, this is so horrible. So, Wi-Fi password. [silence] Okay. Lynxus takes your privacy seriously. Blah, blah. And it says, Samsung pass. Save username and password to Samsung pass. Never use pass. I'm just going to cancel that. Or should I save it? Cancel? [silence]
23:00
Speaker 2
Can you type a Wi-Fi password? Yes. Uh, no ma'am, just, just cancel that one.
23:00
Speaker 1
Okay, Then it says, privately continue. login with my email address. Yes, it says skip for now. And it won't let me. Nope, it won't let me. Let me see. Okay, now it's skipping. create your router password. Use this password to complete setup without an internet connection.
24:00
Speaker 2
Do you have an option to skip that one? Okay, let's do skip for now. Oh, okay. Okay. All right. So, with this one mamm, this is different with the Wi-Fi password for the Wi-Fi name that you have associated with the velup. Have you captured the Wi-Fi password earlier before you went to this page?
24:00
Speaker 1
Okay, I'm getting confused with Wi-Fi and router. I already, I already set up, I already set up a password for the Wi-Fi. And I set up the router tapping.
25:00
Speaker 2
so, the router password yes, sorry. okay. so, this one is... yes. so, you need to set up another router password because this router password is used only to login to the Linksys app and to the web interface. this is not associated with your Wi-Fi to connect to the internet. so, any password you prefer for the router password, at least 10 characters. but if you have already one on the earlier setup, you can just use that one again for the router password.
25:00
Speaker 1
So, I put it in, I put my hint in and I can't move the page. What's that? I can't . Ah. I can't move the page. I put the password in, and it,
27:00
Speaker 2
um do you have ok for the hint can you can you make the hint blank ma'am just that since that is just optional do not put um ok
27:00
Speaker 1
It wants a, uh, wants a hit? I can't move the, uh, the page. Okay, here. Wait a minute, wait a minute, wait a minute, wait a minute. I... Okay, I think I got it. Hold on. Configuring your Wi-Fi network. [silence]
28:00
Speaker 2
[silence] do you have an acclamation okay [silence] okay so later on ma'am once this is uh once the configuring is done, you will no longer be able to see develop setup F95. it would be the Wi-Fi name that you have created and then we will enter the wi
28:00
Speaker 1
Okay. Okay. It's created. Looking for your child's note. Now, it's looking for the child. Okay, your next. Okay, your network router next. Okay. Help us help you. Automatic send errors, send diagnostic links next. Okay. Now it says, follow up setup F nine five is ready, connect your device to your new Wi-Fi. Go to dashboard. Okay, is your Wi-Fi ready? I'm still looking for your home device. Thu-
29:00
Speaker 2
Alright Wi-Fi password that you have associated with the Wi-Fi names, not the router password, okay? We did not reset yet the child node, so we'll do that one later. So the parent node won't be able to detect any, so we will just wait for that one and then wait for the next option. We'll do the child notes later. Yes, click next. Next. Yes.
29:00
Speaker 1
That's what we wore before. Okay. Now it's doing something. getting router settings. Okay. Dashboard. NPC. Update 95 is online. Yay. Yay. Is that. Because I've already changed the WiFi name and password.
30:00
Speaker 2
Yes. Select go to dashboard. Okay. Okay. So, since all right. So, since you can still see, mom, this underscore setup f95, that just means that the Wi-Fi name the new Wi-Fi name that you have created earlier, and then the new Wi-Fi password did not apply successfully. So, um, we can change this one, if you'd like to change the Vellup setup F95 or, or would you like to remain or use the Vellup setup F95?
30:00
Speaker 1
So if I set, if I change this ball up? That's just changing it to another Wi-Fi name, correct? [silence] Uh, okay. So we'll change it. We can change this now. Yes. Okay. So Phillip set up is there. So I'm gonna change that.
31:00
Speaker 2
Um, that is correct. However, the, um, the change that you made earlier did not apply successfully. So that's why we can still see develop setup F 95. So that's why that's the one that's still showing. Okay. All right. So, um, on that one, um, on the linksys app still, there's a menu on the upper left hand corner. It's a three lines. Select the one. All right, and then you will have options. One of the option is Wi-Fi settings. You need to select Wi-Fi settings.
31:00
Speaker 1
Okay, that's set up. I can use the same one that I had before, can't?
32:00
Speaker 2
yes yeah just clear that one and then change it to the Wi-Fi name you want. Let me know once you're done with the Wi-Fi name. okay and then the Wi-Fi password you can clear the Wi-Fi password and then put the Wi-Fi password that you will associate with the Wi-Fi name. Yes you can. [silence]
32:00
Speaker 1
Okay, I've got a screenshot. Do I hit save? [silence] Let's restart.
33:00
Speaker 2
You ccan or the Wi-Fi password, and then before you hit save maam, um, take a screenshot first for the Wi-Fi name and Wi-Fi password. All right, and then you're yes, hit save and then it will configure again. It will load up. What do you have on the app now ma'am?
33:00
Speaker 1
Your browser's online. Restarting your local Wi-Fi connection. This could take a minute. Did you do anything with your Wi-Fi modem or router? Okay. Still circling, still trying.
35:00
Speaker 2
okay okay um uh we'll just have to wait ma'am we'll we'll do the laptop later okay i'll just set a timer on that one for at least two minutes
35:00
Speaker 1
Oh, wait. Uh, enter new password. Then you change your, when you change your Wi-Fi password, you were disconnected from the new name. Reconnect to that enter, okay. Log in to what? So next year is still on there. Yes.
36:00
Speaker 2
It's okay. All right. Go to the wifi settings first, ma'am. On your phone. Yeah, just leave the Netgear for now. Do you see the wifi name that you have? Okay, so select the wifi name that you have created, since you will no longer see develop setup F95, and then it will ask you for a password. Enter the wifi pass
36:00
Speaker 1
Okay, says connected. Okay, that page is still there. When you change, just show me how. Oh wait, wait. Wait, something else happened. So, it says, I have no internet connection. Troubleshootings. Replace links router node, load. Continue without wifi. So, it says, there may have been an ISP outage. No. So, my new name for the wifi says has no internet connection. Yeah.
37:00
Speaker 2
Sure that you associate with the Wi-Fi name. All right. So let's go back to the Linksys app. Do you have an option to click next on the page? Okay. That's on the Linksys app, right? Okay.
37:00
Speaker 1
uh, spinning/dashboard/so it's, uh, showing/ehere, okay. New, new name for the Wi-Fi is online. [silence] uh, okay. [silence] okay. Uh, spinning, dashboard. So it's showing, uh, here. Okay. New, new name for the Wi-Fi is online.
38:00
Speaker 2
just close the app, remove it and the running background of your phone and then open it again. Yes. and then open the Lynx's app. okay. that's good, so, that means it's successfully changed the Wi-Fi name, the Wi-Fi password, and then you're able to get online. You can can you try on your laptop if it can connect to the Wi-Fi.
38:00
Speaker 1
Okay, hold on. Hold on. I changed that password recently. I don't have it in my brain, so I have to find it. On my laptop. No, no, no, no. I have to sign in. I just recently changed that. Okay. Here we go. Okay. Okay. Now, on the laptop, it's at that same page where the it wants me to enter in the password for the Wi-Fi. So I enter that.
39:00
Speaker 2
That new WiFi name. Are you referring to the WiFi password? Or. Ah, okay. All right. [silence]
39:00
Speaker 1
Hey, verifying. Oh, Oh, wait, wait, wait. It didn't take the uh the the new name. Oh, wait a minute. Yeah, it didn't take the new name. I'm going down and it didn't take the new name. So how do we change the uh? Right.
40:00
Speaker 2
Yes. for the Wi-Fi name. Oh, okay. Um, turn off. Okay. That's on your laptop, right? Um, just turn off the Wi-Fi, ma'am, on your laptop. Wait for 15 seconds.
40:00
Speaker 1
Turn it back on. Okay, now I found a new one. Click on that. Oh, don't want to type one. Okay. Oh, the one that I'm actually . Sets and says connect automatically. Connect. Enter password. Okay. Verifying. Oh my goodness. Okay, so it says connected. Okay.
41:00
Speaker 2
Yes, you can turn it back on now. Yes. Select that one. Yes. And then, yeah, enter password. All right, finally. So you'll be, so, yes, that's the Wi-Fi name, then the Wi-Fi password ma'am. So just remember what you have created on the Linx's app. So the router password you will only use the
41:00
Speaker 1
Oh on the laptop or the phone? Uh let me go back to the wi-fi. Oh okay. Uh when I pull up the wi-fi the new one is there but if I go to settings uh wi-fi. No it's gone. It looks like it's gone.
42:00
Speaker 2
the Netgear 20, you've mentioned that you can still see the Netgear 20 WiFi name, right? Both, the laptop and the phone. I think you can still see it. [silence] It's gone. Okay. But if you can still see it, ma'am, under available networks, just just disregard that one because that is associated with your RS 500, which is the Netgear router,
42:00
Speaker 1
Okay. Okay. Yes, I did. Yes, I did. Yes, give me two minutes, let me go get them. I'll be right back.
43:00
Speaker 2
So we don't have an option to turn that one off unless you contact Netgear support, so they'll be able to assist you with the Netgear 20, but if you if you don't need that one, you can just leave it as it is. You can only use it as a backup. But as for the MX 2000, as for the MX 2000, whenever you connect, just use the wifi name that you have created and the wifi password. All right. So, we're done with that one. You're able to connect successfully. So, we're done with the two nodes. We have to reset the two child nodes. Do you know where the do you where are the child nodes located, ma'am? Did you place them to your preferred locations? Oh, okay. Is it is it okay if we grab them again, place them near the parent node for the mean time? Yes. Okay. Yeah.
43:00
Speaker 1
[silence] Okay, I have them plugged in. close to the, uh, router. Uh, they were blinking red. Now they're blinking blue. Okay. [silence]
44:00
Speaker 2
Okay, so let's give them two minutes. Let me know if their, blinks red before we start with the reset, so it won't break the firmware of the child nodes. Okay, let's give them some time since you just plugged them in. I'll set the timer for two minutes. [silence]
45:00
Speaker 1
clicking breath, ok hold on. There we go. Oh my gosh I keep lifting my finger I'm sorry. Oh my God Well I have my finger down on this one so we'll get [silence]
46:00
Speaker 2
okay. so, "reset them, ma'am, one at a time. You can just choose any of the child node you'd like to start first. So it it doesn't matter as long as you reset the child node. So, press and hold the reset button" at least 30 seconds. Hmm, okay, that's fine. Um, for the node that you slip, the reset, you can, let's just give it some time, then just try the other node."
46:00
Speaker 1
Okay, there's 30 seconds on that one. It's blue. Okay.
47:00
Speaker 2
Okay. All right. So, okay. So let's, yeah, let's try the other one.
47:00
Speaker 1
Okay. Now it's the logo. OK the first one is solid purple.
48:00
Speaker 2
All right. So let's give them some time. And you can let go of the reset and then let me know if they're both solid purple. Okay. So we'll just have to wait for this one that, for the second one. All right, so let's go back ma'am to the Linksys app. I need you to go back to your phone and then open the Linksys app.
48:00
Speaker 1
Okay. You aren't connected. Well, I don't know. Close it out and start over. Or it says you aren't connected to the new wi-fi settings. It says check connection, log into your cloud account, create cloud account. [silence] Ooh. Same thing. You're not connected. Check your wi-fi.
50:00
Speaker 2
What's your option on the app? Just close the app and then remove it on the running background then open it again. [ Silence ] Double check first, ma'am. [ Silence ] Let's go to your phone, uh, Wi-Fi settings.
50:00
Speaker 1
It says connected. Same thing. Okay, let me see if I remember how to un-install. How do you go to apps, found by Walmart account, digital apps, apps. Accounts. Apps. Uh, links. apps link, apps accounts. link apps L. Okay.
51:00
Speaker 2
[KEEP_UNCERTAIN] Okay, and then just close the app and then let me know if it's going to be the same thing. Okay, how about we just uninstall that one and then reinstall a new one? So we can we can just log in. Okay, I'll just close it. Where are you from? So where do you live? Where do I live? Where we live in? You don't know where I'm gonna do.
51:00
Speaker 1
okay, I'm going to uninstall links. Okay. Okay. Now I go to my app store. Oh, I cannot type this stuff in. Okay, link to Linksys Smart Wi-Fi app. Yes. So I hit install. It's downloading. Installing. Well, it's installed.
52:00
Speaker 2
Yes. Yes. Go to Play Store and then look for Linksys Smart Wi Fi. Ma'am, it's a black icon with double L blue in the center with a dot. Okay. That's the yes. Install. Download.
52:00
Speaker 1
Open. Gosh. Check your... Checking. Okay. I'm online. Wi-Fi is online.
53:00
Speaker 2
Yes open. Okay, enter the router password that you have created earlier Ma'am for the app. [silence] Okay so you're back [silence] Okay so you're back with the Wi-Fi
53:00
Speaker 1
Yeah. Okay. Wi-Fi settings. No. Okay, got it. Uh, turn on Bluetooth, No, right? Yes? Oh, okay. Allow access? Location access? Sorry. He's mowing my lawn and I I'm sorry, I can't hear you. We move over here.
54:00
Speaker 2
All right. Sorry, you're back with the main dashboard, right? Okay. So, let's go back, ma'am, to the three lines on the menu. All right. And then uh, not Wi-Fi settings. I need you to scroll down to the very bottom. Look for, uh, setup a new product. All right. And then you have two options, but I need you to select add node to your home network. Uh, let's turn on Bluetooth. Let's allow that one. Yes. Yes. Yes. That's fine.
54:00
Speaker 1
allow location access, yes. Okay, next. while using this app or only this time. while using this app.. Okay, terms and conditions, okay, I agree. Okay, plug additional node into power near router, which are done. Next. making sure everything has finished starter... No. the node light is solid. Okay. Yes. Okay, now it's looking for your child nodes. take a minute. Ye... Uh-huh. and they're blinking purple. one's blinking purple. Well, now they're not. Oh gosh.
55:00
Speaker 2
[silence] Yes. [silence] Yes. while using this app. Yes. Yes. click next. [silence] Click next. Oh, okay. All right select that one. Okay. There's like a progress bar going on, right? Okay. All right. That's good.
55:00
Speaker 1
Okay. Okay. Almost. Okay, now another barcode is happening. Add it. Yeah. Yeah. [silence] Okay, now another barcode is happening.
56:00
Speaker 2
All right. All right. Please don't mind. that the problem we have is is really serious we'll have to try to establish a connection with the two child nodes so it will take one at a time probably but we'll just have to wait. Um since it will take six minutes ma'am if you need to do something else while we're waiting, you can actually take your time, okay? I'll just be here. All right. You're welcome.
57:00
Speaker 1
one is done and it's still looking for the other it's almost halfway, about two thirds done. no 2 2 to go, she can go. uh, one is still blinking, one is solid blue thank you.
62:00
Speaker 2
how's the lights so far ma'am? of the child node? okay that's good and then one child node still blinking? okay all right so yeah just let me know if you observe anything you can take your time I'll just be here
62:00
Speaker 1
Okay, we have our two solid blue lights. says your network router. two nodes and next. Oh, I'm sorry, it shows a picture of the router, child node one and child node two, and then next. okay, go ahead and move your child nodes uh, aim to keep the room apart, thirty feet apart. oh, I can okay.
65:00
Speaker 2
All right. And then on the app, Mom, what do we have on the app? Okay, select name two nodes. I see. Click next. Okay, that's fine. You can click finish.
65:00
Speaker 1
and I can put them where I want them to be. okay. see me. Yes, please. Yes, please, I'll be right there. I'm too scared. for you to go anywhere.
66:00
Speaker 2
Barclay for that one first. Correct. Yes. So, once you're back on the, the dashboard, you can move the child nodes, just OK. Just unplugged the child nodes, move them back to your preferred location. And then we'll just have to give them three to five minutes. Once they're back to solid blue, then they're good to go. Would you like me to stay on the line with you while you're doing the child nodes? Okay. All right. I'll just be here. Okay. Take your time.
66:00
Speaker 1
Okay, I placed them where I want them to go. [silence] You. Go check out.
67:00
Speaker 2
[silence] OK. So usually they. U. OK. So let me know if they fail to show. So give them five minutes.
67:00
Speaker 1
On it began. They were solid blue a minute ago, let me check. Okay, one's a solid. Okay, one is blinking blue. Still searching. Okay. And then if I move them and put them in another spot, I have to wait until they reconnect three to five minutes before everything is connected, right? If I move them. To the parent note. In case I want to move them later, you know, yeah, just give them a chance. Okay, let's see. So this one is, uh,
68:00
Speaker 2
Okay. Okay. That's fine. Usually, they will take they will take three to five minutes before they reconnect automatically. uh you mean connected to other device or to the parent node? Um, yes. Mm-hmm. Yeah.
68:00
Speaker 1
Solid blue. Let me go check the other one. A lot of walking, a lot of walking. Okay, one is still blinking red and the-- uh, just went to, uh, solid blue. Uh, no, that's just a two. Oh, you know what? I have a work phone. I should, I shouldn't make. Yeah, No, this is just a laptop and the uh, let me turn my TV on because that has Wi-Fi connection to just to make sure I can look at my, you know, HBO and stuff like
69:00
Speaker 2
[silence] Okay. All right. So usually the the app is delayed in terms of getting the new information from the child node, but it will show us online. So it will take time, but that's fine as long as they're solid blue for the child node. Would you like to try other device aside from your phone or laptop to connect to the Wi-Fi? Or your good, uh, tablet. Okay. Yes.
69:00
Speaker 1
Warming up. Okay, we're getting there. Let's see. yeah we should be fine let me just make sure because I'm paranoid. Just to make sure I want to hear some voices. [ silence ] Of course when you're waiting, it's taking forever to log on. Yes.
70:00
Speaker 2
Yeah, you're on the TV, right?
71:00
Speaker 1
June 20th. I'm looking at shows that already played. I'm just going to go and make sure they can play again. But if my regular TV comes on, then there'd be no problems with say, you know, HBO Max or anything like that. Right? Maybe I'll just go to system settings just to make sure. Now this is still on. I went to settings and it's on network, Netgear. Okay. Okay, so do I go to...
72:00
Speaker 2
Yes, as long as it's connected to the Wi-Fi name and Wi-Fi password you have created earlier. Yeah. Oh, it's under Netgear. You have to change that one to the MX 2000's Wi-Fi name you've created.
72:00
Speaker 1
uh, available, uh, available networks, still network, so I have to, what do I do, change it or add? or? Anything? Yeah. Yes. Networks and internet. Okay. So it's showing available network. It's all netgear, netgear, netgear. See all. Let me hit see all. Okay. It's all spectrum. Wait a minute. Trying to complete, well, let's see. Oh, here, here it showed up. It just showed up. Here's the new one. Oh, I'm going to enter the password. Uh, I should have burned in my brain by now. Let me just make sure.
73:00
Speaker 2
go to settings for system and then go to networks. Do you have the option to turn the Wi-Fi off on this? TV so it will refresh the available network. Okay.
73:00
Speaker 1
Oh my goodness. Yes, I have it. So how do, how do you make a, oh, here. Okay, let's go to done.
74:00
Speaker 2
You can actually just check your phone. I think I asked you earlier to screenshot the Wi-Fi name and Wi-Fi password, right? I think it's on your phone's photos. Okay.
74:00
Speaker 1
connecting um oh invalid let's go let me go back you check password try again let me see I'm gonna put this in again select check to continue Trying to connect again. Come on, come on. Oh, yes. Connected successfully. And perfect. Let me go back to a TV show. [silence]
75:00
Speaker 2
Okay, that's good. And then.
76:00
Speaker 1
music but okay okay it's working yeah okay okay so we're all set okay no you're an angel I'm telling everybody there is an angel because you have so much patience and you're an angel thank you so very much I appreciate you
78:00
Speaker 2
All right, there you go. That's good. So, yeah, just disregard the Netgear 20. You can just use that one as a backup because that is under the RS500 network. So, the Wi-Fi name, that's going to be the Wi-Fi name that you will use if you will connect another device, okay? All right. So, yeah, for this, yeah, you're all set. You're good to go now. You can enjoy your network. So, that's going to be the same case number. And if you have any additional concerns or questions, just feel free to give us a call. Just provide the same case number, okay? So, yeah, anything else? Thank you. You're welcome. I'm glad we're able to help. And thank you as well for your patience. I know it's quite frustrating, but thank you for still [silence].
78:00
Speaker 1
Oh. Thank you. You too. Bye-bye. Take care. Bye-bye.
79:00
Speaker 2
doing all the troubleshooting with us. So I hope you have a good day now, okay? You take care. Thank you, bye-bye.
79:00