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 1 now. For out of warranty products, paid P. 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, bye bye.
00:00
Speaker 1
Hi, I'm doing well, thank you. My name is Elliot Rubin. I have many global mesh white towers at my several locations, including my home. And I need just general troubleshooting help on the one I have at my home. I had to leave home. But here here it is. My modem is I have a known good modem. If I run an ethernet from my modem to a computer, no problem, I have a good uh connection with internet. But the.
05:00
Speaker 2
hi, thank you for calling. This is my name is Raquel. How am I assist you today?
05:00
Speaker 1
When I run the same cable from the modem to the device, the mesh device, the light just stays a red blinking light, a slow red blinking light. I've rebooted it. I powered it off and on several times, and when I called my supplier for internet, Spectrum, they said they're able to see a Belkin device connected. They do see it. I think Linksys and Belkin is the same company. So they do see the Belkin. But I don't get any Wi-Fi, although it does on my phone, show it, but I still get just the red slow blinking light on the top of the unit. So what I did was I took another mesh unit that I had upstairs in the home and switched it with that one and that still does the same red blinking light. Well, that's a good question. And the last Tech support person at Linxsys told me there's no difference between the parent and the child. So, I swapped it. I switched the child with the parent because the parent wasn't working. With the parent, I had a solid red light. The light was solid red with the parent. I disconnected the parent, took it off and then put the child on it, and now I have a red blinking light with the child.
06:00
Speaker 2
regarding the blinking it actually means, it's still configured to the network, but let me check. This node that you are trying to connect, is this the child node or the main parent node? I see. I see. So, you are using the original parent node but still solid, red, but you've tried [silence] trying to connect it
07:00
Speaker 1
so one question before I go there, because I'll have to call my wife to get that information. My question is this. Do you know if you can switch a child with the parent, like the last technician told me, and that's not a problem? Or do you have to configure it when you switch them? Oh, she gave me. Right. The lady gave me the wrong information then. Why did she tell me that it was okay that makes no difference?
08:00
Speaker 2
ora then something to do with the proper configuration of your Linksys nodes. Um, can you have one of your node serial number for me to further check it? okay . You need to configure it after switching the node like reset it to factory setting. And actually it makes no difference since either of your nodes can be set up as a parent node. However, after changing, replacing the actual nodes as a main parent node, need to like start it from scratch, reset it.
08:00
Speaker 1
Oh, I see I see okay so I'm getting my wife on the phone hello Carrie thank you I'm on the phone with Linksys I need you to go downstairs and I need you to look at that white device you know the mesh device you're going to need a flashlight you can get it off of the peninsula there's the one that's plugged in huh I don't enjoy this either Cary I know it's painful for me and for you and for you. Me too. Oh Cara this is not working is it? This is for our home. Okay so you're down there with the light. Clip over the device. Okay. [silence] twenty? J F looks like a 6. I can't see if it's a 6. Yeah. and then a B and an 8. Okay, hold on. One, two, three, 4, 2. Did you get that? Terry, you read the wrong number. Can you look at something that says You gave us not the serial number, it seems like. Can you try again giving us a serial number and then it says that number. Okay. Can you read it slowly one digit at a time? No 20s or anything. Just say like 2, 0 and a one. Okay. 2, 0. J 1, 0. C.
09:00
Speaker 2
a serial number that has a, a label that S slash N. I think that's the Mac address that she's referring to. Okay. - L.
11:00
Speaker 1
six eight uh six V H eight one two three, four, two. You might need to do that again. Terry, say that one more time, but when it's see, oh, wait a second, go ahead, yes, you found that number or does she need to say C, Charlie and C? Okay. Is that correct? Is the model number W H 03? I'm looking. It might be on a different tag in the same cavity. Okay. Oh, I see a W H W W-03. Yeah.
12:00
Speaker 2
all right, let me check this. Uhuh. I was okay. I think I think I were able I were able I were able to put it up. So the model number, there is it showing WH W 03 for the model number.
12:00
Speaker 1
So should I read what the number, should I read what comes before that, W H? No. Wait till she asks the question. The service provider is Spectrum. Uh yes, it's E Rubin, that's spelled E R U like uncle, B as in boy, I as in I india, N as in Nancy, at the, that's T H E, curious, C U R I O U S.com. [silence]
13:00
Speaker 2
All right, that's good. So you have the Wi-Fi band type nodes. I'm all good with the serial number. What was your internet service provider? All right, thank you. Wait, let me create a record first with your nodes here since I was able to pull up a record and there's no record under this node. May I have your email address? Alright, thanks.
13:00
Speaker 1
Wait, I didn't understand that last thing. You're going We're going to configure it as a parent, you said? And if that doesn't work, what did you say? I already did that. I already did. I you probably don't remember. I did do [silence]
14:00
Speaker 2
Thank you and going back to your nodes concern while I'm checking the hardware warranty and support of it. So there is a possibility that there's a need to reset and reconfigure the node using another parent node. I mean the main parent node that you got, which is the child node connected to the modem. There's a need to reset and reconfigure it. And in the event if after using the child node and it still shows no internet, I would highly suggest as well to secure a computer that can connect while going to the modem. So that to identify. Yes. If a test doesn't work, make sure or secure-a a computer that can connect using an Ethernet cable, connect it directly to your modem to check if the actual modem
14:00
Speaker 1
It works perfectly well. When I connect the modem directly to the computer, I have wonderful Ethernet, and Spectrum also verified on their end, and we pinged it several times 'cause I kept thinking it was the modem, and I thought maybe it was a problem with the cable. I changed the cables multiple times, and all the cables worked beautifully between the modem and a computer. Any computer we hook up works fine. The only thing we don't have is Wi-fi. That's our problem.
15:00
Speaker 2
I see. Okay. Text="Okay, I understand. All right. So for that, so, yes, you can use a child node as a main parent and reconfigure it. And to set your expectation as well, going back to the hardware warranty status and complimentary support of your Linksys router, it's actually ended last year 2023. If you wish, us here over the phone to walk you through troubleshoot the Linksys router. Since it's already out of warranty, we do have."
15:00
Speaker 1
I see. Uh, is there anything I should try first before I do that? And Will, I need to load the LinkSys app on my cell phone. Would that be something I'll need to do?
16:00
Speaker 2
This paid support for troubleshooting amounting to $15. It's a non refundable troubleshooting only for one hour. If we determine your device is defective, and we did not fix your issue, there's no replacement or refund will be issued. Would you like to avail that? [silence] The other option is, I can send you an article guide, a network setup guide, where you can use a child node set up as a main parent node. It's a step-by-step instruction from our YouTube channel, so you can try following that instruction. [silence] The instruction is no need to use the links this app. There's another method on that YouTube guide and how to. [silence]
16:00
Speaker 1
Do I need an internet connection to do it? How do I communicate with the how do I communicate with the Linksys? Is it going to be a wire or wireless communication with the mode with the mesh? How does it communicate the parameters? Three at the home. Yes, if it works.
17:00
Speaker 2
to set up your linksys notes.
17:00
Speaker 1
But how am I going to do the configuration with the parent node? How will I communicate with it? Through the... What will I cook up a computer directly to the mesh device? I need an ethernet connection on a computer and connect it to the node, is that how I will do it? For the parent? Okay, can you... So you're going to email me, right? So I have another question. Do you think I should hook the parent back up instead of using the child?
18:00
Speaker 2
Okay. You can secure the computer, in case based on the instruction from the YouTube. But what I've I've checked here is there's another method on that YouTube channel from from our network set-up guide. There's no need to use the app, but just follow the instruction. I know you will be able to follow it. It's a different method. Not using Linsys app. Yes.
18:00
Speaker 1
I mean, I gave up on the parent. That's why I disconnected it and connected the child. But I'm gonna go through a whole process to try to create a child into a parent. When in fact, I already had the parent. Should I hook the parent back up and do other troubleshoot. The one that was already configured as the parent. No, I did not press the reset button. I did not.[silence]Oh, okay. Yeah, there's two ports. One port I connect from the modem to the mesh. That's one port. And then the other port, I go from the mesh[silence]to the parent.[silence]
19:00
Speaker 2
Let, um, let me ask, when, when you troubleshot, tried to troubleshoot the parent, you know, did you re, press the reset button at the bottom of it? Wow. I see. Understand. So it's still on its configuration. Yes, you may try connecting back the main parent node to the modem. You can, since there are two ports, try to, if it's shows a blinking red, try to use the other port if it will go to solid blue light.
19:00
Speaker 1
Mesh to my computer. But I think what you're saying is don't hook up the computer first, just hook up the modem to the mesh. See if it's of blinking, and if it doesn't work, switch it to the other port on the mesh and see if I get a blue or green light. And if I do not, then I should swap devices with the child and configure the child as a parent, just in case there's a problem with the older parent. Okay. So, you'll send me the instruction guide. I guess. Thank you very much. Okay.
20:00
Speaker 2
That's right. Yes, that is correct to isolate the old parents to reset and reconfigure a new parent node using your child node. That should be one of the steps, the first one, since you're using a new parent node. Reset it first. Yes. You are now ready to go. The isolated parent, the reparented slash reconfigured one will live on using with the alien port. So possessing alien port config for the should not work. Yes. One reconnected. Reconnecting, the alien ports are successfully. Reconnected. Alien port config are using for both isolated holders and reconnected nodes.
20:00
Speaker 1
Okay. Thank you very much. Have a good day. Oh, one other thing, if I do take you up on that $15 service fee, if you have that in my notes if I called back, they'll know to do it right away. I won't have to go through the whole, we can go straight to the $15 that I pay? The non-refundable $15? Okay. You're going to put the ticket number in the email? Perfect. Okay, great. And uh what uh what time does Tech Support close today? 11:00 um in Pacific Coast Time. I see, and the tech support is for 30 minutes or what? One hour. I forgot what you told me. I see. But so, but it closes at 11. So I have to call before 10 because one hour later will be 11. Or as long if I call by 11, it's good for one hour. Which one is correct? The first thing I said or the second thing? So as long as I call before 11, I'm good for an hour. Thank you. Okay. Got it. Thank you very much. Have a good day. You too. Bye, thank you.
21:00
Speaker 2
That will be for one hour for the paid support, $15. Um. Yes, that's correct. Uh. The second thing, sorry. Yes, that is correct. You're welcome. You too. Have a wonderful day. Bye for now. Bye. Welcome.
22:00