V2 Rubric Detail — 4e5e08fc-6343-11f1-a…

Welcome to Linksys support. To ensure quality service, your call may be recorded. 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's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and your contact information ready. Thank you for calling Linksys, this is Eyes, thank you for calling Linksys support and how can I help you today?

Let's see. I'm sorry to hear about that, sir. May I know the serial number of your Linksys router or nodes? Sure. [silence]

let me verify again the serial number is 20 J for John, 1 0 N for Mike, 2 6 A for Adam, 0 4 0 5 3. That correct. And what's the model number of these linksy sys node. All right, thank you. HW03. And you have a total of how many nodes? Three? One parent node and two, one parent node and two child nodes. Correct? All right.

so the one that's showing a solid red or blinking red lights, is it the child node or the parent node? All three of them are showing can you check if they're blinking red or a solid red? it should be solid red if the two child nodes are blinking. All right. So, I think uh your mesh or nodes got disconnected. Did you have a power outage or an internet service interruption? No. So, it just got disconnected. Uh, it just turned uh

Red on both on all nodes. I see. Let me create first a record for you. Sir May I have your name? Your first name is Sean, S-E-A-N and your last name is Bonura, B-O-N-U-R-A. Okay, thank you. Sean, your email address, Sean S XCOX

what's the next? esbonora aptadd .net right and who's your internet service provider? all right um since your nodes got disconnected uh shan, we will have to reset and reconfigure your mesh or the whole node, but before we proceed on that, uh, shan, I'll have to update you first of your product warranty status because upon checking in our system our records indicate that your products are already out of warranty.

for now I could not provide you free technical support but if you'd like me to walk you through the troubleshooting steps and how to re-configure them again you will have to apply for the paid connect service or paid support that will cost you $15 USD. Yes $15 it's very cheap. It's already discounted because previously The service is for this call session only maximum of 60 minutes and it's a one-time non-refundable technical support and also there's no guarantee that we will be able to reconnect them because we don't know actually what caused why your node gets disconnected. If it's just a normal disconnection then we can reconnect them back

But if it's a hardware issue, then that's another thing that, that is out of our control. But if it's just reconnecting them back, setting them up, we can do that. It will work if it's just a normal disconnection, but if the issue is a hardware thing, maybe oh, we don't know, it's not that we cannot, or work it, but it's just that we just have to set an expectation, because we don't know yet what's the reason why your nodes get disconnected. If it's a hardware issue, then [silence] yeah, because your product is out of warranty. [silence]

you will have to buy a new ones if it's a hardware issue but I think we can still set it up because your node is still showing the lights on the LED, meaning they're still working. If we can do a reset and if the light follow through then we could connect him back and set it up again. It's just the other thing is just for if ever it will be but I doubt it will be a hardware issue because your router showed only a solid red light and blinking red light, which is the normal reaction of nodes that got disconnected. Right. I pull up first my tool for the payment section. Rest assured that your card information will be confidential. I will not put this on record, okay? Hold on, I'm still putting my tools. All right, so this [REDACTED_PAYMENT_DIGITS] paid connection service is only good for this call session. What's the first name on the card you're going

Hi, Jay, Sean, is it one word? Jay, Sean. So that's your first name, Jay, Sean. So letter J, a one letter and then a space and then your name Sean. All right. Ah, the last name is it Borahor? So just to get it correctly, your last name is spelled as

Uh... and the security code? Zero nine two. Can you enter the billing zip code? Please. Seven... all right. Seven and three zeros and then one. Okay. Thank you. Sean, uh I'm going to put here the email you provided, sphinora at tox.net. All right Sean, I'm going to process now the payment for the paid connect service. I'll put you on hold for two

Hello. All right. Sean, I've already processed the payment transaction, and I've already sent an invoice or receipt of the payment to your email. Now, let's proceed with, uh setting up or re-configuring your WHW-[REDACTED_PAYMENT_DIGITS] I need you, Sean, to bring your two child nodes near your parent node.

Pardon? No, you just need to plug them to a power outlet so that we could see all there are like. Yes. You need to plug them on a power outlet so that we will know if the light have any changes.

if ever you could place them beside your RT. But node that would be good so that when we try to add them, the burn node, it will connect easily and quickly.

Okay, uh, your parent node is already connected to your Verizon modem, right? Uh, and it showing a solid red, uh, right now, correct? Okay, let's do a reset first on your parent node. Then press and hold. No. Press and hold the reset button. Wait until it slides is off. Then you can release holding the reset button. Yes. Yeah, press and hold. Uh, once it slides is off, you can let go.

Okay. Just wait for it to slide it to come back on. Uh-huh. Okay. Uh, we still need to recit uh your channel because uh since your parents don't show a solid red, it means uh it totally got disconnected. So your child node uh being dependent on your parent node uh there also will be disconnected. So let's try that again.

Yes, present the reset button. Once the light is off, you can let go. No, you you can do the reset now. [silence]

make sure to press and hold the reset button properly. try the outer child node. okay. so it's... so the only one that's not turning off, can you try to turn off its power switch and then turn it back on? [silence]

M-hm. Okay, the one that you just turned off and went back to a solid blue, can you do a reset on it again? Press and hold, once the light is off, you can let go. When you turned off its power switch, did its light turned off?

Okay, turn it back on. Okay, uh, let's just uh set that aside first. Uh let's check your parent node. Can you check on your parent node the uh uh default wifi name underneath your parent node? There's a default wifi name indicated on its product label. Can you check what's the default wifi name? Okay now on your phone, go to your phone wifi settings and check on the list of available wifi networks. See if you can uh uh see uh the list on your available wifi networks. network names, the default WiFi name of your parents. Okay, that's good. It means we have properly reset your parents node. Do also on your child node, the one that has a solid right now, check its default Wi-Fi name underneath the child node. And then check on your list of available WiFi network if it's showing. Okay, that's good. So this two nodes are properly reset since they're broadcasting their default WiFi name now. There's two ways to set up your nodes time. One is to use the web browser interface. that may take a while. Or using the five press method which is the quickest way to set up your node. The only disadvantage of that is that the Wi-Fi name and password you're gonna use is the one that's indicated on the parent node. Alright. About the links this app, you mentioned a while ago that you cannot find your router when you check on your links app. I have to inform you Shan that the WHW 03 is no longer supported by the links app. So that's why you cannot set up your WHW 03 using the links app because the links app is no longer supported by this model. So you can only set it up through the web UI and if you're using an old Android version 6 or lower, you need to manually input all the Wi-Fi info and password. If all else fails, carry the node close to the modem so that you can convert all the setting to the new node which is setting up a static IP. You don't want to manually add the node into the network vice versa. Yeah.

The other one, the five press method. Okay? So, we're going my favorite destination is the quickest way. So, what you're going to do, Sean, is you're going to press the reset button of your parent node five times within five seconds. Yes. So, press it five times within five seconds. Only the parent node reset button, five times. Okay. Uh, it's led should start blinking. Once you're done pressing it five times, your parent node led should start blinking. And once

If it's connected, it will turn a solid blue or green, depending on the light behavior of your notes. Also check on your child, the one that shows a solid red, because if it if it's detected by your parent, it will also start to blink. Mm-hmm. Yeah. Um, let's wait for your parent to to turn a solid blue or green.

If it showed a yellow light a while ago, then it means it did not detect your child node. So that's the reason why your child node didn't blink its light. The other child node you have that has a solid blue light. Well, we're going to do a router recovery procedure on that if it still wouldn't change its light. But for now, let's focus first on your parent node. Okay? Okay, that's good. Okay, that's good. It means it's responding. So your parent node already turned solid green. It means it's already set up or configured successfully. [silence] If you have any questions, just give us a shout. We love to help our customers. After one ring. [crosstalk]. [silence]. [music].

it's already connected and online. You can in fact connect to your Wi-Fi using your parent node's Wi-Fi name and password. Now, since your other child node is blinking, then we'll just have to wait for it to turn solid green or blue, depending on its light beam. So we already set up your parent node, we'll just wait for the other child node. [silence] No, uh there's no need to connect because we're still setting. Sorry.

I should be able to be connected on that. [silence] No. since uh I would already set up your parent node as your primary node. So you will have to connect to that uh parent node Wi-Fi name. And all your other devices would also need to connect to that Wi-Fi name of your parent node. Yes. [ silence ] What do you mean? Uh you don't know. What what Wi-Fi name? Uh do you have when you first set up your?

Nodes are your mesh. [silence] Well, you can also uh connect that to your modem if you want to connect directly to your modem, but uh that would uh uh uh be uh making your nodes uh useless because you will not be able to use your mesh uh system and uh take advantage of the uh seamless connection that the mesh system will provide you. But uh you can also connect to your modem's Wi-Fi if it has uh if your modem has uh a modem router type, then you could also connect directly to your modem. [silence]

But if you want to experience the mesh system that your node provides, then better to connect to your parent node Wi-Fi [silence] name.

That your child node follows. Now, uh, so we've already set up your two nodes. They're already successfully configured. What we need to do is to try to fix your problematic child node that the one that shows uh, blue lights. Uh, let's try to uh, unplug it first from the power outlet. The problematic child node. Unplug it from the power outlet. And give the give it, yeah, give it 30 seconds. After 30 seconds of plug rug it back in. After 30 seconds, Um, hmm. Uh, since the other child node already turned solid green. That's already connected and online. You can't relocate that. You can already, or place it where you want to move your child node, because that's already connected and online. So, rest assured, it will not disconnect from its parent node, because it's already added to your mesh. Just a tip, when you relocate your child node, you have to wait patiently for its light to turn back to solid green. Because, since you have unplugged the child node, once you plug it back in, it will first boot up or startup. So, its light will first start to blink blue, or red. And once it gets a connection to your parent node, it will turn back to solid green. So, you just have to

Mm-hmm. Yes. Yes. So changing the password, you will have to log in to your router's web user interface and from door, you can make the changes. Yeah, we cannot do to the app anymore because their were changes are made for their links product model. Mm-hmm w03 and the changes, the former updates, uh, made some changes and one of these is the removal of cloud services and access system.

Uh, so, it's no longer supported? The, the web user interface usually is the router's default IP address, which is 192.168.1.1, or the, uh, But that is your parent note's that is your parents nodes IP address. You need to open a web browser and then type in in the address bar the 192.168.1.1. And then you will be able to log into your router's web user interface. And from there you could make some changes on your Wi-Fi name or password.

what our address, uh, referring to, maybe you're referring to MAC address, MAC address is different, yeah, IP address, uh, that is your parent node's, uh, default IP, it's different from the MAC address, you will not see the IP address on the parent node, you will not see it on the parent node, okay? uh, one,uh, that one. yes, that one. Yes, that one. Yes, that one. Yes, that one. Yes, that one. Yes, that one. [ silence ] 192.168.1.1. That's

It's 192.168.1.1. that. Yeah. Yeah, when you open a web browser on the URL site, where you type in the URL site or the address bar, you type in there the 192.168. you plug it bug in it if it's already 30 seconds.

to unplug it again, wait for two seconds, then plug it back in for five seconds. So, you're going to do this uh five times. Hmm. Okay. Uh. Yeah. Unplug two seconds, plug five seconds, unplug two seconds, plug back in five seconds. I'll uh let's do it. I'll count. Unplug. Okay, count two seconds, and then plug it back in. Count five seconds. Unplug. Count two seconds. Plug back in. Five seconds.

Before we wait for two minutes.

It still is not changing. After a minute, let's turn off its power switch. Okay, just proceed. That's the usual prompt message, so you just need to proceed.

I see so uh it could be, the uh uh because uh your uh as you've mentioned you once or connect to your Verizon uh modem uh wifi name so it may be the reason why um it leads you to your Verizon uh

So I think you can connect to your modems Wi-Fi name, if you want, because your modem is a two-way. It's a modem router type. so it's also not just it's not just a modem, but it also works as a router. That's why you can connect to your modem's Wi-Fi. Yes. There is one way to check on your your router to your modem's IP address. Then your nodes may have a different IP address. you can uh connect a computer to your parent node so that you can check uh what's the IP address of your parent node. because if you're if you type in the 192.168 and it shows the your Verizon modem, then it means your parent node may have a different IP address. so you can try to open connect a computer directly to your parent node so that you can check on your parent node's IP address. usually it's still the same 192.168. that uh it will change 10.1 or depending on the

our configuration of your modem on how it will set up your parent level's IP address. But usually they all start with 192.168 point. Your mesh is working because as I mentioned the light behavior of your nodes will tell you if they're disconnected or if they're connected. And since they all turn solid green, they're already configured successfully.

Yes, you can connect to your home Wi-Fi since your Verizon modem is a two-way type modem and router. Okay, since uh, uh, did you already turn off its power switch? Uh, yeah. Yes, let's try to turn off its power switch and then turn, turn it back on. Let's see if you see its light change. If it doesn't change, then it may be an LED defect of that child node.

okay, can you... so it's still blue, can you do a reset again? see if it will change its light. press and hold its reset button. Hold it for a too long, let's see if it will change. So I think that's the LAD defect of the your China. Can you check at the bottom of it? [noise] got it. Thank you. Oh, it's got a little bit. at the bottom of that childnoat, what's the default Wi-Fi name and see if you can uh check that Wi-Fi name on your list of available Wi-Fi network on your phone. If it appears because if it doesn't appear it means uh it's really uh not has been reset yet.

So, if default SSID is not broadcasting on your list of available Wi-Fi network, so it's really not. So, it was not reset. So, let's try to, let's try to, do you have an Ethernet cable? Let's try to connect the child node to your parent node. Let's see if there will be any light changes, if it blinks, Bluetooth speaker detection. Yeah. If you have a spare Ethernet cable, plug it.

Crumbled chalnodes to your parent node. Yeah, connect it to your parental node. Let's see if it will have any changes in its slide.

It didn't even blink. It's light when you try to plug it. So I think that the problematic child node you have a shot as a a defect on its LED or it could be a hardware. So So maybe you need to try to turn it on plug it from the power outlet and observe for a day, 24 hours and then plug it back in if there would be any light changes.

uh, do a reset again on the problematic child node. If it still didn't blink uh, when you do a reset or if it's light didn't went off, then it's uh, probably uh hardware or defect on its LED. So you may have to give it 24 hours and see if there will be any changes on its light. If its light doesn't change, it remains blue, then I think uh that the child node hardware or LED is already defective. Right? Okay. Yes. Uh just like um we uh we did before, uh just use the five press method to add the new child node job.

but make sure to do a reset first. On your new child node that you will need to add, press and hold and then once it's light is off, if it turns solid red, check if its WiFi name is being broadcasted on your list of available network so that you can confirm that it was really properly reset. And then use the five-nod method to add it to your parent node. just pressing the parent node's reset button five times. Once the child node turns solid green, then it will also be connected or added to your parent node. That's how simple it is. Okay? All right. So since... You're welcome. So since we're almost halfway through the time, um, let me pick up. We already configured your node

nods, parent node and one child node by doing a reset first and then you sing the five press method to set them up quickly. [silence] And to know your IP address of your router or your parent node, just try to connect a computer directly to your parent node so that you can check on the sys info on what's the IP address of your parent node. [silence] All right. [silence] Yes, [silence] all right. [silence] Yes, it's connected. [silence] Yes. [silence] Once it turns solid green, that's already, [silence] it means it's already configured added to your parent. [silence] All right. [silence]

All right. Thank you. Thank you for calling The Linksys Sean. And take care, have a great day. Before we end the call, I'll provide your ticket number So that in case you have trouble adding your new child node if you got one. You can call us back again. So your ticket number is L for Lima, T for Tango, S for Sierra, 001-325-770. Got it? All right. All right. Thank you for- you're welcome. Thank you for calling Linksys again, Sean. Once again, this is us. Take care and have a good day. Goodbye.