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 products, paid support may be available. 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. Like and subscribe. [silence]
00:00
Speaker 1
Go. Go. a little light workout yeah 20. reset 20. Oh. No. a little. little. Yeah... yeah. Come on, dawn. Lower. ... lower. You can... come on. Come on. Hurry up. ... Don't. Oh, bend your back. Keep your back straight. Back straight. [silence] Please read it to me. Uh, three. Says, got two and a half on it too.
01:00
Speaker 2
[silence] Thank you for calling Linksys. This is EP. How can I help you? Thank you for calling Linksys. This is EP. How can I help you? [silence]
21:00
Speaker 1
Connected to the internet, but I can't get any Wi-Fi to connect. While none of my wife, my computer can get on it. But like if I have like any smart devices, like light switches and things like that, I can't get it to connect. And then sometimes it will drop the connection and pick up again and drop the connection and pick it up again. So I was trying to figure out how to fix it and I'm not sure cuz it just started doing that and I don't understand why it's doing that. Correct. Like if I go to try to connect it right now, it won't it won't connect. And I did it. I put it. Uh, what, is this saying that it can't find the Wi-Fi and I don't understand cuz I could see it on my computer. But then when I go on my computer to try to go into the uh admin settings, something's going on with the IP address where,
22:00
Speaker 2
Okay, so some of your smart devices can't connect wirelessly to your network. Like what's the error message? [silence]
22:00
Speaker 1
[silence] R it's saying I have the same IP address as uh my other router which is I have Starlink. So I was trying to see if I need to bypass that or not just to use this exclusively or but I haven't had it set up like that and it just recently started doing that. I've never had an issue before until now. All right. I'm about to see. The model number is model number is MX 6200. And the serial number is are you next? It is let's see here. Ooh. It's a 58W.
23:00
Speaker 2
145, okay. Ma'am. Can you have the model number and the serial number of your lynx's device, please? Just try to look underneath it. at least Asia.
23:00
Speaker 1
and I 0 M 29 D 02308 correct correct Alexis [silence]
24:00
Speaker 2
Okay, so it's 58W for Whiskey, 10M like Mary, two nine is in David, zero two, three, zero eight. Correct? Okay, 03. All right, ma'am. So, by the way, let me just create a record. Can I have your name? Alexis and your last name is?
24:00
Speaker 1
Hemp Hill. Email address is Alexis underscore hazel at yahoo.com. Starlink.
25:00
Speaker 2
and your email address? sorry, it's Alexis underscore. How do you call it? Hazel? Is it H-A-Z-E-L? Okay. At Yahoo. All right. And who is your internet provider? It's Starlink, right? Okay. All right, so here's the thing, ma'am. Uh, since most, I mean, some of your smart devices are unable to connect. So, we may need to verify the settings of your...
25:00
Speaker 1
I have three. Well, I know the one, the parent one is connected. Let me see. I think, let me see. I would have to get on the app to see. I think that one's solid white, this one's solid white and I have to check the one upstairs to see if it's solid white. Let me see if they'll let me do it on the- because I've been having trouble choosing, even on my phone, getting on the app. Let me see if that one's solid white, too. So that's another thing. And then when you put in the IP address on my computer, you can't get on the, you can't get on it.
26:00
Speaker 2
Linksys uh router. Okay. So how many MX 6200 do you have there? So three. Okay. They're all uh solid white right now. They're all connected. Mhm. [silence]
26:00
Speaker 1
Make sure I'm connected to. [silence] Correct. Correct. [silence] Correct. And what I'm saying to you is the router IP address or the router IP address that I have, when I put that in the browser, it says that I'm connected to StarLink, and then it doesn't give me the admin settings. Like it's supposed to. So that's why I'm thinking something's going on, maybe the IP address is getting crossed up with the other router or something, and that's probably why it's doing what it's doing. Like right now, I'm trying to get, it's just routing. [silence]
27:00
Speaker 2
Actually, once your devices are connected, it should automatically get an IP address to the Linksys. That should, that should how it works. Mm-hmm. Oh, okay. There could be an IP address conflict here. So, uh, yeah, we will, uh, we will need to verify that. [silence]
27:00
Speaker 1
I do. Uh. Yes, I have my Mac computer, which is on the Wi-Fi. Uh, I'm not sure about the one upstairs. I have to run upstairs to see if it is or not. All right. Ah. You did? You turned that light off in there? And the gym? Let's see Mr. [silence]
28:00
Speaker 2
we need to verify that, Lexis.
28:00
Speaker 1
Yep, they're all solid white. And I actually got a, and I did put it in bridge mode. That helps too. Yeah, I did it. Well, I guess, I mean, I did it through the app. So I guess they, I don't know if the app changed them all or what. because I was thinking that was a, it was conflicting. So that's why I read it and it said maybe try it in bridge mode, but I haven't bypassed the router on the Starlink. I haven't did that. So the way, the way I have it connected, it.
29:00
Speaker 2
Okay. they're all solid, right? Oh. So all of your, uh, even the, hold on. even the parent node is on bridge or just the... So right now the Starlink is still connected to the parent node. [ silence ]
29:00
Speaker 1
I was inside of the I don't know if it's gonna let me get to see. I'm having issues getting in there. But I was inside of the um your Starlink app. And then I went through advanced uh settings. Advance settings. Internet settings. And then it says you select okay, let's see if I can get to it. See now it says it's on bridge mode. But it's saying that one is offline which is not true, but I don't I don't know what's going on. Because that that one said yellow. Something's going on. [silence]
31:00
Speaker 2
where did you set up I mean when you set the Link's to Bridge did you access the parent node was it the parent node or [silence] because because here's the thing ma'am once you set the uh the Link's device to bridge mode um there will be a different link to
31:00
Speaker 1
Uh-huh. Yes, yes, yes, did that, yes, you see tea.
32:00
Speaker 2
Okay. Ah, you need to access, Access. Can we try this one? Ah, if you have a computer, just type in gmail.c... Right now you're connected to the Link sys, sys network, correct? Are you connected? All right. okay so can we open up a browser on your computer? And on the address bar type in HTTP colon slash slash.
32:00
Speaker 1
https: links and in the letter L. Yeah. Yes. The Mac address. Oh, I got it. Yeah. Nice. I got it. Yeah. So
33:00
Speaker 1
What else do you want to know? Okay. He said the last what? Oh. Oh, and then that's up. Okay.
34:00
Speaker 2
The last five digits hyphen and then Linksys then the last five digits of the Mac address on the parent node. Oh hold on. [silence] Uh, hold on. [silence] Yeah, can we go back? [silence] I think it's the serial number, not the Mac address. [silence] Yeah. [silence] Sorry. [silence] Let's type in again http www.
34:00
Speaker 1
And then put the cereal on the. Um C. a. This is not private. Let's see. OK, so I go ahead. Proceed. OK and then I got to put my router. Wow. OK.
35:00
Speaker 2
and then linksys and then the last 5 numbers, yes, last 5 numbers of the serial number.local Yes, just go to advanced and then proceed. Yes.
35:00
Speaker 1
This is, uh, where I've been having issues at yesterday. Let's see if it lets me in. Okay, it did let me in this time. It says your router is in bridge mode.
36:00
Speaker 2
Okay. So do you see there [silence] [silence] Wi-Fi [silence] settings? [silence] Or hold on at the bottom right-hand, do you see there ca [silence] beside privacy policy? It says ca. [silence]
36:00
Speaker 2
Okay. All right. Let's uh click on CMA Them then go back again to wifi settings. Now... yes. All right. Now go to wifi settings. Did you set up different name for the uh 2.4, the uh 5 gigahertz band and the uh 6 gigahertz... Okay. so you separate uh you you put different names there for the for for each bags, right? [silence]
37:00
Speaker 1
Yes. I'm trying to fix this. You finished your number there we go. Yes. It say it one more time. Is WPA two slash WPA three mix. Personal. UP eight all right what about the five
38:00
Speaker 2
okay. what what about the uh security mode the security mode. What is the the security mode there and mixed personal? can can we can We set WPA two? that's under 2.4 gigahertz band, okay? just set WPA two personal. just for for the 2.4. just leave the 5 gigahertz uh just just leave it as is is. okay, same goes with the six. so just click apply and then okay. [silence]
38:00
Speaker 1
41:14.003 --> 41:15.403
39:00
Speaker 2
[silence] Okay. So since you have set these Linksys routers as Bridge, ma'am. So your main router is the Starlink. Okay. The one who gives out IP addresses to your wireless devices is the Starlink, not the Linksys. So the Linksys will act as a it's like an access point, a wireless access point. So, something like that. What do you mean you can't connect? You can you can ad
39:00
Speaker 1
Okay, because I'm having issues, so when I try to go, I can't let me see if I can try it now to connect to something using my Wi-Fi. Yeah, that's, it's solid white. But in the app, it's saying that it doesn't show, like, sometimes it doesn't, like it doesn't in this modes, you won't be able to access certain pieces.
40:00
Speaker 2
Actually connect the devices to linksys wirelessly, but the one who gives out the IP addresses to your devices is the starlink, since that will serve as your main router. Okay. Okay. Yes, just make sure first that the linksys nodes are all solid white cause that's an indication that they're connected. [silence]. Yeah.
40:00
Speaker 1
uh, no, not you. His, no, I used to use my router. Um, yeah. So. So.
41:00
Speaker 2
You connected remotely. I mean, are you logged in remotely using the Linksys app? Did you use your username and password to log into it? just the router? local. Okay, okay. Yeah. So, uh, we don't normally, we can still use the Linksys app. Okay, we can still access the router locally through there. But uh, we always advise our customer to use the user interface instead of the Linksys app because there might, uh, you might encounter some glitch on the Linksys app. Okay, cuz sometimes there are issues with the Linksys app. So, yeah. Right now, you may try after making some changes on the Linksys, just try to check whether you're able to connect again to your
41:00
Speaker 1
because it's saying in the links to the app, it's saying I only got one note connected. So is that true or because I mean, all my notes should be connected. That's what it's sending me. I did. I just did that and I'm like, I don't understand how I got one node and I got more than one node or before earlier it was showing three notes. Yes, I have it, Wi-Fi settings. It says you are not connected to the it says you are not connected to your router. So now they kicked me off again, I guess. No, it said I'm.
42:00
Speaker 1
They're saying I'm connected. Let me see. Now it's taking forever to connect. Uh, I don't, I don't really know which one. It says a state. That's why I got it named, but let me see if I can turn the Wi-Fi off and then turn the Wi-Fi back on. It's, it's not connecting though. It says can't pill, can't. Can't, can't, can't. Let's see. Oh, so now it Yeah, I got it. It's Now it's saying it's connected. Let me hit retry. It says you are not connected to your router. Refresh. You are not
43:00
Speaker 2
Are you connected to the 5 gigahertz network?
43:00
Speaker 1
Correct. I don't understand what's going on here. I gotta be connected to it's my seeking Wi-Fi settings. Is this let me see. Network settings. It don't tell me if I'm connected to the 2.4 or not. I'm connected. It's called Hemoilsate. I'm connected which I know that's one of the uh because the other router is called Hemoil. Starlink is called Hemoilsate. Hemoilate.
44:00
Speaker 2
yeah if you if you click on the Wi-Fi icon ma'am [silence] which which network which network are you connected is it to the 2.4 the 5 gigahertz which network [silence] so which which network are you connected [silence] okay I I thought you okay I thought you separated the networks okay [silence]
44:00
Speaker 1
It's one of these, but I don't, I didn't put 2.4 or 5.0, I didn't do that in front of it, so I don't know which one I'm connected to. I got a handfield guess, and I got a hint. So, right. Okay. All right, so I'll just, see if I can find that. There we go. I says, reload. Let me see if I can reload.
45:00
Speaker 2
Yeah, the reason why we need to separate it, ma'am, because some of your wireless devices can't connect.So this this device is the tri-band.So it will broadcast three networks at the same time.So, yeah.There's a need for us to like um, change the names.Uh, like uh, for the 2.4, we can name it as your name and then put 2.4 at the end.Same goes with a five.So can we try to go back?
45:00
Speaker 1
Oh, I'm not connected to the router. Hmm. Says, 02308. HTTP, Link, Sys. And then you said the last five, it's 02308
46:00
Speaker 2
did you put it in can we type that again HTTP:/// blend and then the uh five the last five digit Thank you.
46:00
Speaker 1
nothing else, right? So .local that's what happened. All right. I was like, whoops, all right, advance. Proceed. And I don't even need the uh, the 6 one. I can just use the two, the 5, the 2.4 and the in the 5. I don't really, I can turn I'll turn that other one off. E.
47:00
Speaker 2
yes you may also, if you want you, you can actually uh set up uh 6 for that. because uh there are also um wireless devices who can support 6 gigahertz.
47:00
Speaker 1
Alright, when I go under Wi-Fi devices, Wi-Fi settings to connect. Alright, well, I have to go back. I forgot about that CA. And then hit Wi-Fi settings. And then I'm gonna put in front of the Hacle State, I'm just going to put 2.4 and then 5. [silence]
48:00
Speaker 2
yes Wi-Fi settings, just uh go click on CA first. Yes. Yes, ma'am. For each band, two point four and then five gigahertz.
48:00
Speaker 1
5 gigahertz. Can I turn the 6 off? I'm gonna, um, I'm gonna just turn the 6 off. All right, and then I'mma hit apply. It said disabling 6 band will also disable the 6, yeah, push yes. I don't need the 6. I don't I don't think so. [silence] I haven't had, I haven't had it on before, so I was definitely just using 2.4 and 5. But before, I did not have it. I didn't, I just had
49:00
Speaker 2
he's mentioning the six you're saying you don't have uh you don't have any 6 gigahertz I mean you don't have any wireless devices that can support 6 gigahertz right okay [silence] you don't have any you don't have any 6 gigahertz I mean you don't have any wireless devices that can support 6 gigahertz right okay you're saying you don't have uh you don't have any 6 gigahertz I mean you don't have any wireless devices that can support 6 gigahertz right okay [silence]
49:00
Speaker 1
Pillow estate and then I've had the other one called, I guess, HEMP Hill, but [silence] we're going to see what's happening. Mhm. Colby Networks. I'm heading to 2.4. Got to put the pass code in there. Joining. Okay. And I want to forget this network Chia.
50:00
Speaker 2
Oh. Okay, we might get disconnected since we've changed the wi-fi setting, ma'am. So, try to go back to the uh, wireless to your wireless icon again on top. Mm-hmm. Mm-hmm. If you want to have a faster connection, you may connect to the 5 gigahertz. [silence]
50:00
Speaker 1
I think I'm on the. Okay, let me see. I'm still, it's still saying, let me see. Let me connect it on my phone here because, I'm going to go with the five on my phone since you said it's faster. yeah my 2.0 is Doesn't even show the 2.0, the 2.4 Don't even show up on on my phone alright so the five point I'm connected to the five Yeah, the one I need it to connect I don't, let me see if this will connect Uh, device Let's see how much bandwidth
51:00
Speaker 2
[silence] Well it, uh, could be sometimes it takes time for it to show up. So, [silence] Okay, you may check your other wireless devices, ma'am. Just make sure they're all connected.
52:00
Speaker 1
I wish to say about this one. that one was connected to ham fio. it's that sign. yes see this one is still not I don't know what's happening. it's not connecting here. and I don't know if it's because if is still trying to connect. it says connect to smart switch. this might take a few minutes to establish a connection. so it's still going. it usually doesn't take [silence]
54:00
Speaker 2
what is the error message when you try to connect what is that uh, [silence] It's it's a smart switch.
54:00
Speaker 1
Yeah like a light switch it was where all of them was working before and now I can't I can't get them to work and I thought it was because maybe that's why I put it in bridge mode I'm not have to be in bridge mode and it says unable to connect to your smart switch Wi-Fi check network uh check the local network permissions on your phone or try a different location reset your device or turn off your VPN it says so try again. Yeah I'm trying to [silence]Okay.
55:00
Speaker 2
And that was working before, right? [silence] Have you tried turning off the smart switch device, ma'am, and turn it back on and try to connect? Because actually, other wireless devices are able to connect. [silence] Uh, yeah, have you also verified that with the uh with the manufacturer?
55:00
Speaker 1
No, I have not, because I thought it was, because it was more than one in here. but I get, I get one or two, I got one or two to work. And then good. Let me try another device. Let me try another switch. And I just can't because they all were working before. And I hit the reset button and everything. It's just, I don't know what's happening. It says network unstable. It's just network. That's because I'm on this one. I tried 2.4.
56:00
Speaker 2
So maybe there's a need for an update or something for that Smart Switch device.
56:00
Speaker 1
Yeah, see I was on the 2.5. So that's what I'm saying. I went I went to 2.4 because it wasn't showing up earlier. Now it says my 2.4 has no internet connection. Now this is on my phone. it's saying no internet connection on the 2.4. Oh now it's pouting. Now it says no internet connection. So my 2.4 is not don't have any internet connection. That's the arrow is getting on my iPhone.
57:00
Speaker 2
Yeah, these uh smart devices like smart switch will only I think it will only connect to the 2.4. I'm not sure if it's going to support five.
57:00
Speaker 1
Let's see. But now it's showing that I have internet connection. I'm tough with my charge. Well, you know how in your settings and you go to the Wi- fire connection and then you try to connect, you put your password in and underneath it is the same, no internet connection, but now it's saying it went away. So that error went away. So I'm assuming that I have an internet connection with that now. That's all I'm doing right now. Let's see. Go to my browser. [silence]
58:00
Speaker 2
Can can we try to disconnect and reconnect to 2.4? What do you mean? It's showing. Yes. Yeah, just try to go to the Internet, like try to open up your browser and check if you can open any websites. Using your phone. Mhm.
58:00
Speaker 1
uh, let's say, let me go this place here, cause it's not going. I don't know if it takes a minute or what. Yeah, it's not pulling up any a web page or nothing. I guess not. It's not. Let me go to, let me go to 2.4 on my computer. Since it's not pulling up a webpage on my phone, I'm going to hit 2.4. i wanna open up something. Just check wild stuff here. On my computer it opens up a two point four, but on my phone it doesn't. Dix sporting goods. Mhmm go yahoo.com yahoo.com. Maybe that's the issue my phone. Maybe that's why I'm not me I'm not able to connect these Wi-Fi devices. Because on my phone is not picking up the two point four network. Unless it doesn't support it. But if it's been doing it before,
59:00
Speaker 2
Can we go back do you still have the Linksys Smart Wi-Fi tools open the the links is page. Do you still have it open? All right and can we change that back the the remember the 2.4. We changed it to WPA2 personal only so let's just set that back to WPA2 slash WPA3.
61:00
Speaker 1
I'm and then push, okay. Hello? Did my phone just pop in? It just popped. Yeah, my phone is. Let me see. Let me make sure I'm connected to that uh Wi-Fi. Oh, it's on two point. It's on it's on five gigahertz. Let me see if I can um. Hit this network. Oh.
62:00
Speaker 2
Okay, once you change the settings, try your phone again. But please forget the network first. Is it connected? Yeah, forget the network first on the 2.4 so you can input the password again.
62:00
Speaker 1
Let's forget this now works. I don't understand how this is connected to All right. So 2.4 All right, I think, let's see. I'm connected to 2.4. Let me just go to YouTube. Yup, now it works.
63:00
Speaker 2
okay. all right. then let's try the your smart switch.[silence]
63:00
Speaker 1
connect let's see what's happening here You know, boys? You're my me, no food? No food. I'm on the phone. Because I'll ask you. now you're not food. Not right now. So you're making food? Yeah, I know. Feel. Oh. You want fishnikian? little people. Morning. Yeah. So I'm trying to connect to switches. Yeah. So the switches. Yeah. So little... Okay, so, reset menu. Right. So I think it did connect. Let me see. So this one did connect. So I don't know what it was, but it was something that it's making it wasn't making it connect, but it just takes a long time for it to connect. Yes, this one is connect [silence] and connect wired service.
64:00
Speaker 2
mm-hmm thanks but right now it is connected right
66:00
Speaker 1
Connecting. For sure. Yes, this one didn't connect. So I don't know what's the settings that why it wasn't making it connect.
67:00
Speaker 2
we actually just adjusted the settings remember we separated the networks and aside from separating the networks we've set it we've set the security mode back to WPA2/WPA3 because your phone wasn't connecting so yeah so we've uh so we've made some adjustments on the uh Wi-Fi settings ma'am. So right now uh all of the devices.
67:00
Speaker 1
well, the ones that I've tried, I haven't gone through and tried to connect them all yet, but I got to go back and connect try to connect them all, but they weren't connecting first, but I'm thinking, you know, the network was causing an issue, so hopefully I can go back and try to connect all the devices that I have, cuz they all are not connected right now. Yes. So I'm going to try to go around and see if I can get them to connect, um, and go from there. hopefully, I don't have any more issues cuz this is the first time this ever happened. Usually, it's pretty good. I I never had any issues, and then the network just went down.
68:00
Speaker 2
yes. Well, all you have to do is just to put in the password, the Wi-Fi password. Since we've changed with we've separated the networks, so, um, you may, yeah, you may just uh select the network name and and put in the password. [silence] and
68:00
Speaker 1
Now, do what, needs to stay in bridge mode or can I be in how it was before? Because I wasn't in bridge mode before. Is that, you still your recommendations with Starlink or no?
69:00
Speaker 2
Yeah. Well, sometimes it happens and we just need to make some adjustments on the settings, especially if some of the wireless devices are unable to connect. So, well, if it's really up to you, ma'am, if you want to make the Starlink as your main router, well, it's still going to be the same thing. I mean, it's just right now, your main router is the Starlink. And it will act as the the main server because if you actually set the the if you unbridge the Linksys, then there will be two two two networks system. So
69:00
Speaker 1
Okay. So, but in my Starlink settings, I think it shows that there's two different, let me see if it shows that there's two different networks in there. And that's what I think it. What I'm saying is oh, so I guess I have to connect to the Wi-Fi to see it. But all right. As long as this is working, it's fine for me. I don't care which way it goes. I just need it to work. Um, 'cause before, I had, I had no uh-huh.
70:00
Speaker 2
separate networks. So, that would be your Starlink and the Lynksys. Yeah, that's going to be, yeah. The Starlink network, it's, it's also different network. So, it's still going to, it's still going to work. Yes, it's still going to work. It's just that right now, with this setting, with this setup, your main router will be the Starlink modem, or it's going to be the Starlink. So, the
70:00
Speaker 1
10k. All right. Well, I will I will try linking all my stuff up again and going from there. Okay. And my do I have how long do I have a warranty on these? I should have. Okay. So if something ever happens with the hardware, what is that covered?
71:00
Speaker 2
Starlink will will give will give the the IP addresses to each of your devices. Okay. Not a problem, ma'am. You can always give us a call if there's any other issue. Well, uh based on the serial number, uh this will up until the hardware warranty will expire on April 24th of [REDACTED_PAYMENT_DIGITS] Yeah, that's the hardware expiration, ma'am. So up until
71:00
Speaker 1
Okay. Okay. All right. Well, thank you. Thank you so much. Sounds good. You too. Thanks.
72:00
Speaker 2
until April 24th of 2027. Okay? Thank you for your time and your patience. Is Alexis? This is Epi again. By the way, for more information, please visit our site support.Linksys.com. And uh yep, uh you can always give us a call back. You may refer to your phone number if ever you need to call us back, okay? Thank you again for your time. This is Epi from Lynxs, thank you for calling. Have a great day and have a great night. Take care. Bye-bye.
72:00