Speaker 1
Yeah, I had a, you know, this is a major network. And now one. working. Trying to reset. Um. One more thing.
00:00
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 suport/linksyset.com for more information about your product. [silence] Hi, thank you for calling Linksys. My name is Van, I may help you today.
00:00
Speaker 1
questions are just [silence] [silence] oh I'm sorry I have a I have had it for several years one of the nodes that has worked has stopped working I've tried to move it closer to the base I've tried to do a reset and nothing works excuse me it's um red solid red I have a base and three nodes yes [silence]
01:00
Speaker 2
I do apologize, but you seem to be cutting in and out. What's the light on the node? What's the light on the node? Solid red. How many links this device is in total? So you have four in total. [ silence ]
01:00
Speaker 1
uh, just the one is not working. uh, no, I've called in the past. Uh, I think when I maybe initially set it up. Uh, I, I know I've called it. Excuse me? Yeah, that's my number. Okay. Yeah, it's J, J, A-Y, last name Betcher.
02:00
Speaker 2
how many is currently not working? All right. Before anything else, can I ask? Is this your first time calling? Just to make sure. What's the phone? I do apologize. Uh, just to make sure what's the phone number that you may have called. Was it 770-363-33 60. Let me quickly double check to see if there's an existing record. All right. Thank you so much for patiently waiting. But upon double checking it here in our system, I do apologize, but there seems to be no record created for you. Since currently there seems to be no record, I'll just have to create a new one instead. Can I have your first and last name?
02:00
Speaker 1
Yeah, the 800 number changed cuz I had stored it from the previous conversation and [silence] had to call a new one. Uh, it's B as in boy, W as in William, Tennis, the sport, T-E-N-N-I-S. Guy, G-U-Y@gmail.com. That's right. Uh, the the node that's in question. Uh, the serial number is 26D10. one, and one zero one zero one six six four one, one zero.
03:00
Speaker 2
I see. I see. J butter. What about the email address? Thank you so much. BWTennisGuy@Gmail.com. What's the serial number of your Linux is device? Yes.
03:00
Speaker 1
0 6 0 8 8 2 5 3 1 0. Yes. Uh, I'm sorry. 26 D 1 0 6 0 8 8 2 5 3 1 0. The model is VLP-01. Alright, so, I'll blank that out. Uh, AT&T fiber.
04:00
Speaker 2
Was it 26 De Lake Dog? 10-6088, 25310 [silence] All right. What's the model of the unit? VLP-01. Lastly, may I know who's the internet service provider? 8NH. Thank you so much. Let me quickly double check everything on my end. [silence]
04:00
Speaker 1
I usually don't. Uh I usually, you know, I just control everything from the base. All I do is every once in a while, just kind of plug it in and or unplug it and then plug it back in. I was told to do that on a periodic basis, but, uh I don't usually use the app. Hmm. I have the app though on my phone. And it shows that this node is offline. [silence]
05:00
Speaker 2
(blows breath) do you use the Lynksys Smart Wi-Fi app? (blows breath) I see. all right. so, in terms of the current problem that you have, your child node is completely disconnected, even if if uh even if the app shows you that it's currently offline, the unit is
05:00
Speaker 1
Okay. All right. Let me get to it. Okay. But you're saying, I should be able to do it from the app. I've gone into the app. Um, okay. So in
06:00
Speaker 2
is completely disconnected, so you will need to manually reconnect it by using the Linksys app. Uh, on the Linksys app, there's an option there called set up a new product, and that option gives you the ability to add the child node back to your network or the mesh system. But, before any further troubleshooting may also start, I do have to set your expectations that the Velop 01 for this model, they are already been considered as an end of life and an end of support mesh unit. They are no longer available or eligible for any kind of assistance from Linksys. So we do apologize. Yes. Just find the option setup a new product. It allows you to re-add your, uh, your child nodes manually.
06:00
Speaker 1
In the app, uh, I look at setup. Uh, uh, uh, uh, uh, speed, notifications, network, advanced, my account, uh, set up new product. Okay. Add a node. So I add a node. Okay. Uh, I'll, I'll step through this instructions and see if that helps. I appreciate that. Uh, r I'm getting Why? Uh, they're saying, um, all right, bye. Uh,
07:00
Speaker 2
All right. Thank you so much for calling, Linksys. Take care and have a great day as well. Bye-bye for now. You may now also end the call.
07:00