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 depending. 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. Hi, thank you for calling Linksys. My name is Vin, and I'll help you today. I'm doing great.
00:00
Speaker 1
You able to uh pull up my account from my phone number? Correct. MmillerMikeComcast dot net. Correct. [silence]
01:00
Speaker 2
To clarify the phone number, the one you're currently calling is 267-798-9733. Okay. I'll set your expectations. There seems to be no record created with this phone number. How about an email address instead? Miller, M-I-L-L-E-R, Mike, M-I-K-E @comcast.net. Is that correct? Thank you very much. That one. But up and double checking with the email address as well, Miller Mike@comcast.net. Unfortunately, this one is not found. How about your first name? Your first name? Is it spelling? Okay, any middle name? That's it, sir. Sir, regarding your request, I would like to send you an email about this concern. What about an email address that you're going to use? Sir, I don't have an email address right now. Well, Mike@comcast.net. Again, this one is not found. Well, have we created an account with this email address? Yes, the account was created, sir, but matching with the contact details, unfortunately, this one is not found.
01:00
Speaker 1
Yeah. Well, I don't know why that is because I have an e-mail from you, um, that says call us at your convenience and it has my name and cell phone number and email address confirming my serial number and and everything. So, did you recently change your system that you would have lost all of my data? No, I wasn't provided a ticket number. I think it's when I registered the device back when I bought it. Okay. Yeah. I wouldn't have that. Can I give you my um serial number of my unit to see if you can pull it up? 3, 8. U as in umbrella 10.
02:00
Speaker 2
Unfortunately, there seems to be no record pertaining the email address as well. What seems to be the current issue? [silence] Were you provided a ticket number? Registering the product and calling Linksys is different. If you already called us before, we should have able to provide you a ticket number so that the next time you'll call us back, we should be able to pull up your record. All right. What's the serial number? [silence]
02:00
Speaker 1
M is in Michael 39, A is in alpha 08204. Correct. Um. Where would this .awx420 go? I'm not sure.
03:00
Speaker 2
38 Umbrella, 10 Mary, 39 Alpha, 08204. And what's the model of the unit as well? Thank you so much. All right, thank you so much for patiently waiting as well, but unfortunately, there really seems to be no record pertaining on our end. Can I ask, is this your first time calling Linksys?
03:00
Speaker 1
Yeah, I know it's it's it's just not working. And it had been working. Well, it goes, I unplug it and it goes blue and then it quickly turns to red. Yeah. [silence] [silence] Yeah. There's not an outage, and I did call them because the main internet into the house is working fine. I'm using your device as kind of a a a booster, a splitter. A booster, rather, to. So the main internet in the house
04:00
Speaker 2
What seems to be the problem in terms of your MX 4200. Uh huh. What's the light on the linksys device. Solid red. Thank you so much. And may I know who's the internet provider? Comcast. On Comcast have you tried calling them as well to see if there was any kind of outage that may have happened? Uh huh. Uh huh. Uh huh. Yep.
04:00
Speaker 1
else is fine. Um the main unit itself that's plugged into the Xfinity box, that is blue. It's just that the um unit on the other end of it is blue and then red. just the one. Okay, so would I would I do that at would I do that when you say "hold the button", is that on the
05:00
Speaker 2
How many Linksys devices do you have in total? All right, thank you so much for that one. If that's the case, as you mentioned, it turned solid red, it currently indicates that it's not detecting any internet connection from its source, or it is detecting it, but it's not able to communicate with it. You might need to proceed with a complete factory reset by holding the reset button on the router for 20 seconds and reconfigure it again from scratch treating it like it's your first time having the unit, in order for it to work again. However, uh-huh. I'm sorry.
05:00
Speaker 1
The main unit that's, or, like, where, where would I do that?
06:00
Speaker 2
Right now, which one is having the solid red light? Is it the one that's wired to the internet? Alright. If that's the case, you don't have a problem in the internet, but rather the child node got disconnected. The extender is what we call the child node. You will need to factory reset that child node and add it back again to your mesh system by using the linksys smart Wi-Fi app. Before anything else, I do have to check,
06:00
Speaker 1
So the Lynx is, it's a child node?
07:00
Speaker 2
I have expectations that based on the unit serial number, unfortunately, it is no longer in warranty. The warranty status of the MX4200s that you have has expired around January 14 of 2024. It is, unfortunately, no longer eligible for free troubleshooting on our end. But in terms of how do you troubleshoot it or where the troubleshooting guides for it, it's completely free and available. Either in YouTube, if you need a video guide for it, all you have to do is just search the five press method on Linksys. It will show you the result on it. Or the support.linksys.com. You can visit that website and it will show you the steps on how to add the child node again. But for further troubleshooting through the phone for our out of warranty unit, it entails a $15 cost if you do still wish to proceed.
07:00
Speaker 1
So it's not solid red. It's blinking red. Right. So I unplugged it. When I plug it back in, it goes blue for a second and then it quickly switches to blinking red. And that's not something that you can just help me with.
08:00
Speaker 2
The extender is the child note, the one that's set far away, as you mentioned. No worries there. Blinking red completely means it's disconnected. Yes, that currently means it's disconnected, and it needs to be reconnected. You need to factory reset the child node. No, unfortunately, it's considered as troubleshooting, which implies a $15 cost. [silence]
08:00
Speaker 1
what's the name on youtube, what do i put in how to add child nodes on blinksis If there is any silence or no speech, output only: [silence]
09:00
Speaker 2
or payment for troubleshooting guides through the phone for what I do but I have you know troubleshooting guides online it's completely free of course there is also a video on You-Tube if you need to follow that one on look it up you want just look up how to add child devices we'll search it Linksys connect you yeah from underneath the device and you're supposed to see like a hole like this for you to reset it again [silence]
09:00
Speaker 1
W IPS and the Reset, which one of those do I hit? right, but should I [silence] Okay, what is the W IPS? What is that? Okay, but for purposes of just getting this working, I don't need to touch the WPS. I just need to hit the Reset button you're saying. And how long do I hold it for? and then what's going to happen? How will I know that it's the lights blinking blue now on the on the unit?
10:00
Speaker 2
the reset button, not the, WPS. No, that's wireless connection. For example, a printer has a WPS button, you just need to press the WPS on that node and the WPS on the printer for them to connect wirelessly. Yes, that's correct. 20 seconds. It will factory reset. The light will go out, which indicates it performed a factory reset.
10:00
Speaker 1
All right, so, am I holding the button still? All right, let me do this and then I'll follow your directions for a second. Okay, so, it just started blinking, red. Should I take my finger off? I know it's been 20 seconds. What I'm telling you is it's blinking red now. Uh, is that an indication I should take my finger off 'cause it's been 20 seconds? Okay. [silence]
11:00
Speaker 2
Yes, you just need to count for 20 seconds and after 20 seconds, you then let go. No. Once again, you count for 20 seconds before you let go the reset button. Now, in this case, it please let go of the reset button. Wait for it to wait for the 30 seconds. If it still stays flashing red, then you hold it back again for 20 seconds. All right. This is as far as we can try to guide you in terms of the phone. For further troubleshooting.
11:00
Speaker 1
Now, I'm, I'm fine with paying that, as, as long as I know that I'm going to be able to get past this point. So, that's why if, if you can just stay with me for this point, then I'll pay you the $15 to, to walk me through the rest of it. All right, so it's back, it's back, it's, it's back to solid blue. Now it's kind of blinking blue. So, should I try and do the reset now again or, or not, because the computer is [silence] All right, it's, it's flashing blue, still. Now it's flashing red.
12:00
Speaker 2
Once again, it's an expectation of a $15 fee if you do still wish to proceed. No, unfortunately we cannot do them. No. You wait for it to finish flashing blue, otherwise it will not reboot. Once again, in terms of your question.
12:00
Speaker 1
Okay, I'm just doing that now and then I'll give you the credit card number because now my fingers on the, on the button here. So before I can go get my wallet. So now, all right. So I was, it, the light went out. Now it's back to blue. Should I take my finger off the factory reset? So it's blinking red.
13:00
Speaker 2
In terms of your question earlier, we cannot stay with you on the other side of the line. In terms of the current problem, which is flashing red, it indicates it did not perform the factory reset, which now you need to press and hold the reset button for 20 seconds. Make sure the light goes out. Once the light goes out and turns back to a solid blue, you can then let go of the reset button. That's how it indicates that it performed the factory reset. Yes.
13:00
Speaker 1
Okay? Blinking blue correct? It's still blinking blue, should I be waiting for something? Oh purple or red? Oh, okay. Let me wait for that. Yes. Now it's purple. Okay, so I can just pay you. Is it going to be more charges than that or is this just a one time charge? [silence]
14:00
Speaker 2
yes. wait for it to turn solid purple. purple [silence] all right, purple means it's ready to be set up from the start. [silence] [silence]
14:00
Speaker 1
Enz I just wait
15:00
Speaker 2
It's just a one-time charge for today. The next time that it might happen, let's say like a week or two from now, it is another charge. Troubleshooting is free after the charge for the entire day. Or that one before you proceed, I'll set expectations. When you proceed with $[REDACTED_PAYMENT_DIGITS] payment, you are agreeing to a one-time non-refundable technical support session lasting up to an hour. However, if we also do determine that your LynxYST product, which in this case, the child node seems to be not working properly, no refund or replacement will be issued for it. And lastly, it is still considered a [REDACTED_PAYMENT_DIGITS] chance that it might or may not work. Do you still want to proceed? [silence] All right.
15:00
Speaker 1
it's still solid purple Okay. [REDACTED_CARD_NUMBER]. No, 4947. 07 29 301 19 00 2
16:00
Speaker 2
what's the card number? is that correct? thank you so much. what's the month and year on expiration? Oh [REDACTED_PAYMENT_DIGITS] thank you so much. and the security code. Lastly, the billing zip code.
17:00
Speaker 1
That's fine. You've sent it to what? Email address. Correct. Yes, I just received it. It's not. It's in another part of the house.
18:00
Speaker 2
Thank you so much. once again Sir Mike, you're just gonna be charged $15. nothing more, nothing less. if you need a confirmation, we'll be sending you a copy of the receipt directly to your email before we proceed. alright, I've sent you a copy of the receipt, if you need to validate it, now you can go ahead and validate it. it should be in your email address which is [miller mike @comcast.net]. Thank you so much. Let's go ahead and proceed with the troubleshooting. make sure that the child note is as close to the parent note as it can get. You can just unplug it. You can just untweeze it.
18:00
Speaker 1
Okay, but the, I have a a a, uh the Wi-Fi Ethernet line that's plugged into it, should I disconnect that? Okay, so that's the Ethernet line, plug it in later, you said, right? All right, do you need do that? All right. So you want me to go, take this down to where the main one is located?
19:00
Speaker 2
unplug it and relocate it near the parent node so once it's done and added successfully you can put it back there. Yes, disconnect it. You can just plug it later. Yes. So, for now, unplug it, unplug the node and place it near the main one. Yes.
19:00
Speaker 1
All right, if we happen to get disconnected for whatever reason, will you call me back? And you have this correct number, right? Correct. Okay, I'm down by the, uh, the other main unit, um, that's right next to my Comcast Xfinity router. Do you want me to plug this in now or what do you want me to do? Okay, it's blue now. It's still blue.
20:00
Speaker 2
[HUMAN_REVIEW] Yes, I can. Yes, 267 7 98 9733. All right. Just plug it in the power. We need it back with a solid purple light. Do you want me to flash it once? Or do you want me to do it? I didn't hear you, sir. I said, do you want me to flash it once? Yeah, you can flash it once.
20:00
Speaker 1
Oh, blinking blue.
21:00
Speaker 2
All right. All right. go to the main node on the main node you're going to perform what we call the five press method you're [silence]
21:00
Speaker 1
and am i hitting the reset button? okay let me do that now okay all right i just did that uh it's blue
22:00
Speaker 2
going to press release, wait a second, press release, wait a second, five times on the reset button of the parent node. Yes, on the reset button, quick press, quick release, wait a second, do it five times. [silence] All right, what's happening to the light? What about the child node?
22:00
Speaker 1
It's red blinking red. The child node. Okay. The the main parent node is solid blue now, and the the child node is um blinking red still. So wait three to five minutes. Okay. [silence]
23:00
Speaker 2
wait for three to five minutes and until it's done flashing red yes
23:00
Speaker 1
Don Luis. Okay, it's Blue now. Yes, it just went to red. It's blue, blinking. Now solid, blue. Yes, it just stopped like now it's solid blue. Correct, it's still solid blue.
25:00
Speaker 2
Tell me if its finished blinking blue. Let's wait for another minute to confirm that it stays that light. All right. All right. Still no changes. Still same solid blue light. Go ahead and unplug it and please it back to the original
26:00
Speaker 1
Okay You want you to go bring it back to the original spot that it was before okay shall I? All right, I just. Okay, and how will I know when that's done?
27:00
Speaker 2
All right, wait for it to plug back in. Wait for it to finish its rebooting sequence.
28:00
Speaker 1
It's red. Yes. Is this what you normally would expect to see? Okay. So, I do not have the ethernet plugged into it yet. Okay.
29:00
Speaker 2
[silence] Is it flashing red? Keep observing it. Wait for once again 3 to 5 minutes. [silence] Yes. Not yet.
29:00
Speaker 1
still blinking red. Okay, it's blue now. Yes, yes, solid blue.
30:00
Speaker 2
Keep observing it. Sweep for two more minutes. Solid blue. Now, you can wire it back to the button.
30:00
Speaker 1
Nope, it just went, it just went back to red. All right, it's back to blue. Uh, which, which, uh, there's multiple ports. Which one do I put it in? I don't remember which one. Oh, there it is. So it's internet port. Okay. Well, like how do I know it's working? Right, but it was actually when I, even before I called you, it, when I unplugged it and plugged it back in, it was blue and then it went to blue and then it went back to red.
31:00
Speaker 2
back with the Ethernet cable, that should be it, it's now working as it should be. Is there anything else? No worries there, just keep on observing it, it will turn back to solid blue. Yes, now you can wire it with an Ethernet cable and that should be it. Use the internet port. Alright, so is there anything else? A solid blue light already indicates it's working. Flashing red or solid red already indicates it's not working. In this case, it's a solid blue which perfectly fits the description that it's working.
31:00
Speaker 1
So how do I know it's not going to go back to red? Okay, so it's actually, um, connected now? All right. Should I have a problem? Uh, what should I do if it, uh, stops working again? Right. But the the instructions that you walked me through before were from the parent reset, press five times. I'm sorry, it was, it was press. Press five. Times.
32:00
Speaker 2
no, the procedure that you just mentioned is a reboot. If it's no longer flashing blue, it's not rebooting. Flashing blue indicates the unit is rebooting. [silence] just do the same procedure just in case it might happen again. Once again, all trouble shooting guides, just in case you need to follow it or find it, it's available on support.linksys. com, as well. [silence] yes, it's also available there. [silence] yes, that's correct. [silence]
32:00
Speaker 1
and now remind me again. Um, there was nothing I needed to do on the child after I pushed the main parent five times. Okay And uh, okay. All right, I appreciate it. Thank you. Uh, you too. Thank you. Bye.
33:00
Speaker 2
No, not at all. All right, thank you so much for calling links sis. Take care and have a great day. Bye bye for now.
33:00