Speaker 1
Uh, my modem is, I'm sorry, my router is not working, and I have tried every single entire, like, reset, everything, and I can't get it.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your device's 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. Thank you for calling Mr. Melissa. Hi. My name is Raquel. I'll miss you. to see they. Mhm.
00:00
Speaker 1
uh, correct. It's I've got the solid red light, but my modem is fine. We lost power for about 15 seconds last night. And then now I can't get it to come back on again. I don't think it the serial number is two zero J two zero M 39991 zero 43,
01:00
Speaker 2
Let me uh double check. When you say it's not working, it's not getting internet, right? Not online. Okay. I see, I understand. Thank you for all the information. And for me to address properly your router's no internet light, I mean no internet, may have its serial number found at the bottom, it's labeled S slash N [silence]
01:00
Speaker 1
eight five eight. I know. I think so, yeah. But It's really. Yes. Two. No.
02:00
Speaker 2
All right. Okay. Okay. Let me um make sure I got it correct. So that's 20 J for Juliet, 20 M for Mary, 3 9 9 0 4 8 5 8. All right. Let me check the Okay. Okay. And the model number showing at the bottom on top of the serial number. Is it showing there um W H W 0 0 3? All right, thank you. And you have a Linksys mesh nodes. How many total nodes do you have? And is this your first time calling Linksys? Let me pull up your record here before we further check your notes. May have your phone number that's registered here.
02:00
Speaker 1
401 258 2855. K-A-R-I the number seven at Cox.net C0 X or,sorry c o.x. Yes. Sherry K-A-R-I last name is farfar Mer.
03:00
Speaker 2
Let me check your phone number. Um, all right, shows no record with the phone number. How about email address? All right. Uh-huh. Now, let me make sure I got correct your email, sir. That's K for kilo, A for alpha, R for romeo, I for india, number seven @cox.net Is that correct? I. I think you let me check the email. I see no record as well, but no worries, I'll just create one here for you. May have your first name and last name. All right, thank you. [silence]
03:00
Speaker 1
Yes. um not w right here with me i'd have to go up and get it
04:00
Speaker 2
And your internet service provider is Cox right? I thank you so much. And while my system is checking the harbor warranty of your links nodes, going back to the status of your main parent node that is wire connected to your modem, after it lost connection. Have you happened to press the reset at the bottom of this parent node? Okay. I see. So it means that it's on probably on set up mode. So for this one we may need to reconfigure the setup and also in case, we need to check the modems internet, do you have a computer that we can connect using an Ethernet cable? Okay. I see. Understand. So just in case we need to check your modem and going back to your routers or nodes warranty status here, it actually says.
04:00
Speaker 1
Are you saying 15 or 50? Yes, that's fine.
05:00
Speaker 2
showing it's already expired so this notes that you have has three years hardware warranty and three years free technical support so just to set your expectation with the hard uh out of warranty devices we have this uh paid support amounting to $[REDACTED_PAYMENT_DIGITS] if you wish us to troubleshoot your nodes reconnect to the internet so it's a one time technical session lasting for one hour if we determine your device is defective and we're unable to resolve your issue no refund or replacement will be given would you like to avail the $[REDACTED_PAYMENT_DIGITS] paid support for troubleshooting your two nodes all right let me uh get ready all my tools here for the payment processing just for a moment
05:00
Speaker 2
All right. I'm now ready with. tools here. I'm going to stop the recording to avoid getting your card details. Just for a second.
06:00
Speaker 1
no, there's just one R. 44 [inaudible] 66-57 1829 2368 729 889 028 4 [inaudible] 0 [inaudible]
07:00
Speaker 2
your card number. All right ma'am. And may I have the month and year? And the security code. And lastly, the zip code, billing zip code. All right. Let me place the order for the $[REDACTED_PAYMENT_DIGITS] where you'll be receiving an email for the confirmation too. Just for a moment. Alright, email has been sent. And I'm going to resume the recording for our troubleshooting for a moment. Alright, and to start with our troubleshooting, right now, let me check your main parent node. It's solid red, wired, connected to the modem, right? Alright, so we'll start with
08:00
Speaker 1
I'm ready. It's flat shred. and now it appears. it appears to be d off right now. there's no. it's blue. and uh.
10:00
Speaker 2
properly resetting it since you already tried it. So let's give it a fresh start. So for the reset process, let me know when you're ready. All right, you're going to press the reset button at the bottom of the main parent node and while you're pressing it, observe the light on top, it will go through blinking, red light will go off and once it shows blue, release the reset button. [silence] Okay. [silence] Okay, release the reset. [silence] And next, let's wait for the
10:00
Speaker 1
I would say it's kind of flashing blue. Should I, right. It's still flashing blue.
11:00
Speaker 2
All right, that's correct. So we'll now going to wait, uh, you may release now the release then. And let's wait for it to turn solid pink or purple for one to three minutes. Okay, waiting for solid pink or purple.
11:00
Speaker 1
And now it's red era. Uh, quickly and then do I hold the last one?
12:00
Speaker 2
Red light, or red light, or pink light, so we're, okay, that's great. So we're now going to set it up using five press. The five press is you're going to click the reset button at the bottom of the main node five times. And like hold it like click it for one second, five times. [silence]
12:00
Speaker 1
Okay. It's flashing yellow.
13:00
Speaker 2
Alright, and after five click, let's check the light. Is it flashing now? Flashing red or flashing pink? Okay, so it's actually responding to the five-press setup, so let's give it two to three minutes. Let's wait for a steady solid blue or solid green.
13:00
Speaker 1
Yes. yellow. Now it's turned to like a teal color. And it's a solid color. Uh, yeah. I don't have it. Log in. Windows.
14:00
Speaker 2
All right, and is it blinking still? Okay. Okay, so we're now going to configure back your Wi-Fi. Do you have with you your computer, your laptop, or a laptop? Okay, this laptop, is it running in Windows or MacOS? [silence]
14:00
Speaker 1
It still has, it's, it's dead. Caitlin. Can you go get my, can you get my charger up stairs? She's getting a charger. [silence]
15:00
Speaker 2
All right, so we're going to use its Wi-Fi, 'cause we will open Wi-Fi on your computer. Okay. Do you have an iPad or tablet instead? Okay. Yes, please.
15:00
Speaker 1
[silence] Can you plug it up? [silence] Is that? [silence] I'm sorry what? Hello? [silence] We're still looking for my charger.
16:00
Speaker 2
Yes, hello, sir. This is a view from LinkedIn. How can I assist you? Let me, yes, I'm still here. Let me know when you're ready with your computer and if the computer is up and running. Mm-hmm.
16:00
Speaker 1
All right. Well, hold on. hold on. Can you just talk. so we're hanging up. or are you offering to do that? Hmm. uh, hmm.
17:00
Speaker 2
Um, in case we can't use your computer, do you have an iPad or tablet for you to use to configure your Wi- Fi? um, Okay.
17:00
Speaker 1
I found the charger, I'm plugging in my laptop now, [silence]
18:00
Speaker 2
Okay. All right, thank you. [silence]
18:00
Speaker 1
Here. [silence] It's still loading. [silence] And now there's something weird with my computer. [silence]
19:00
Speaker 2
all right on okay on your laptop let's open Wi-Fi let's go for the available network or available Wi-Fi we will look for a Wi-Fi name that says underscore veil of setup okay no worries okay I'm sorry your your computer still not opening
19:00
Speaker 1
correct. Yeah. Please. No, hold on. Please. Okay. Wi-Fi setting. Now what am I doing? Under available networks. Okay. I have that.
20:00
Speaker 2
they have an iPad or tablet instead that we can use we will all right this is an iPad, right? They're going to use okay. All right, on your Wi-Fi, look for a Wi-Fi name that says SASE_veelop_setup. that is right All right, are you seeing Okay, connect to it select it and if it's asking for password, you may use the default Wi-Fi password found at the side or bottom of the main heater.
20:00
Speaker 1
I can't see that. Can you see that? Okay. I think I've got it written down here. All right. It's saying do you want to allow your PC to be able. Yeah. It's connected.
21:00
Speaker 2
parent node. You can't take picture of the Wi-Fi password so that I can zoom it? Okay. Yes, allow it. And let's check if it shows connected secured.
21:00
Speaker 1
Okay. What is it? Okay, and then hit enter. [silence]
22:00
Speaker 2
all right you'll go ahead open a web browser on your laptop any browser will do and at the address bar, type this link. that'll be https://tango, tango, papa, papa.com/symbol, colon, 2/slash-local. and that'll be https://tango, tango, papa, papa.com/symbol, colon, 2/slash-local.
22:00
Speaker 1
It's saying your connection is not private. Back to save. Okay. It won't let me. Because this is my work laptop. Caitlin, I need your... I don't own a laptop. So this is my work laptop. So my daughter has to use ours. And it's a MacBook.
23:00
Speaker 2
[silence] And let me know if you are routed to a warning privacy page or a page showing photos of phones. Let's-- do you have okay, do you have advance button to click? If yes, click it and then click proceed. Continue to my router.local [silence] But let me uh, I see. So it's so Okay. I think I understand. How about this? Um, the reason why we're trying [silence]
23:00
Speaker 1
I, I don't understand. I think it worked. What do you think it's working? My daughter now thinks that the wives are [silence]
24:00
Speaker 2
into access the on this we will uh we will change the wi-fi name like customize it but if you don't want to are you good with the wi-fi name showing at the bottom of the main parent note because that is the default meaning you can use that to connect your devices at home and no need to access the route setting are you good with that wi-fi if okay right now the wi-fi name or your wi-fi signal that you're going to use to connect your devices is the one that's showing at the bottom of the router the main parent node if you want to change it we can access the settings of your router using a computer are you good with the wi-fi name found at the bottom or would you like to change it [silence]
24:00
Speaker 1
I 'm gonna just going to take his phone correct correct I have to go and get it hold on [ silence ]
25:00
Speaker 2
Okay, so you're good with the underscore Velope Setup WiFi name, right? You don't want to change it. Customize it. So you don't want to change it. Is that correct? You're good with Velope Setup WiFi. Okay. All right. We're going to proceed adding your child node, the second node. So for setup purposes, is it possible to plug in the second node five feet away from the from the main parent node? Yes. All right. Thank you.
25:00
Speaker 1
All right, I have it. Okay. [silence] It is. [silence] Press and hold the reset. [silence] All right, I've got it. [silence]
26:00
Speaker 2
All right. Plug it into the power source. It's in five feet away from the main parent node. all right then we'll observe next the light on top of this second node we'll check and wait if it starts blinking blue all right so we're going to reset this child node it's the same reset process press and hold the reset button observe the light on top wait for the light to go off and once it shows blue release the reset button
26:00
Speaker 1
It's now on brain second it's now flashing a faint blue [silence] You're right on.
27:00
Speaker 2
[silence] and wait for the light to go off keep pressing still, wait for blue light how about that? still no lights? alright [silence] may release the reset button [silence] and let's wait for the light [silence] on that second [silence]
27:00
Speaker 1
maybe repeat repeat with child now it's now tank
28:00
Speaker 2
All right, so we're going to add this using five press again. So five press will be on your main parent node. Click the reset.
28:00
Speaker 1
wait, you want me to do it on the parent node now the five times or the child node so I'm leaving the child node pink and I'm going back one that is the teal green and doing the parent node five times. Okay Okay, Okay, it's now yellow, flashing yellow. It's still pink.
29:00
Speaker 2
yes yes yes yes there you set five times that is right and while it's flashing let's observe also the second node or child node if it's flashing as well okay let's give it a minute or two [silence]
29:00
Speaker 1
The parent note is now greenish teal, and the child note is flashing pink. [silence]
30:00
Speaker 2
It starts flashing. All right. So it responds to the five press. So our child node now is on the province of adding. So let's give it three to four minutes and we'll wait for a color blue light or green light on the child node.
30:00
Speaker 2
All right, let's give it a minute more. It might blink again for the second node, or shall no, then we'll wait for teal color again. Is it blinking? Okay, we'll give it 1 to 2 minutes more. We'll wait for a teal light, or blue.
32:00
Speaker 1
[silence] it's now back to the teal green color. [silence] Um, I'm I it it went off again. [silence] So, [silence] which it does now, but it just went away. It was teal then it went off. Now it's teal again. [silence] All right, I'll be right back. [silence]
33:00
Speaker 2
green light. All right. So it's now connected and online, so you can now unplug this child node and move it back to where you had it before. So it'll go through blinking blue, red. Let's wait for it to show a teal green light. Okay. So it might be with the power, but teal means it's already connected and online. So it's OK. That's already good. We can now unplug it and move, move it back to where you had it before. Okay. Sure, no worries.
33:00
Speaker 1
When I left it, it was blue. Oh, it's working. So do not, so do not hit reset.
35:00
Speaker 2
All right. It will actually go through blinking blue blinking red again, but just let's give it time to reconnect back and show a teal green light. And while waiting, can we check your other devices there? Make sure you are connected to your Velop setup Wi-Fi and check the internet. Let's check if your net is working. All right, that's great. So you should be able to use now back your internet. So what happened was the router has been reset. So I'll suggest if if the internet got lost or there is a power outage, power off and unplug them and modem and main node first. Do not press the reset. So it will delete all the settings on the node. And it needs to set up again. Yes. Yes. If you lost power or
35:00
Speaker 1
do that with the modem, not the router. No, I'm sorry. I should do that with the Router, not the modem, correct? So do not, and so do not press reset and just unplug and plug back in the router. No, it's all it's an
36:00
Speaker 2
or just power it off like off give it 10 seconds and turn it on then wait for it to show you the green. Yes if necessary do not press any reset on both devices just to make sure. Yes. Yes. Okay. All right I think we're all set your devices now back in online your nodes are also fixed as in their net. Anything else that I can assist you with links?
36:00
Speaker 1
Okay, thank you. You too. Bye-bye. [silence]
37:00
Speaker 2
All right. your paid support session has ended. it's a one-time session, only. if you need assistance again, in case in the future and need like to have it's another session again. okay? you're most welcome. This is again, Raquel. thank you for calling Lenysis and have a wonderful Day. Bye, bye.
37:00