Speaker 1
[silence] I'm yes. I'm having a problem with yes, can you hear me?
00:00
Speaker 2
Welcome to Lynsys 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.lynsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, 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 us. This is G. How can I help you today? Hello. I'm having a problem with my solar charging pad. Yes, can you hear me? Yes, yes. Go ahead.
00:00
Speaker 1
Uh, yes, I'm having a problem uh with my my um my router system. It's a mesh uh uh network with nodes and I had this same problem um a couple weeks ago and I paid for support and um the problem has reoccurred. The problem is I have two I have two separate networks 'cause I have two homes, one in Florida and one in Indiana. And this the last time I called I was in Florida and the nodes had reset um and I was told that my wife had done a hard reset and so I needed to reconnect them to the network. Now, the same thing has happened here in Indiana and it's showing, you know, the uh the setup system to develop, but when I go to my app, it's automatically defaulting to my Florida house and asking me to set up. the network there. And I, and I don't want to change because they're, they're different, they're different networks. I don't want to have to reload every item that's connected to the system. And it's not, it's not, it's automatically defaulting to the Indiana, I mean, to the Florida home and not, it's not showing me the, the system here to connect to. So I, I don't know why it's doing this. And she swears that she didn't do a hard reset, but now, um, it's, it's back to not recognizing this network. So is there a way, is there a way in the app, then, am I just missing something in the app, but it, it, it keeps defaulting to it gets to the point where it's, it's, it's wanting to set up, and then it says the network in Florida. And it doesn't give me the choice of choosing the network here. The central area. No. So it's defaulting back to your Florida. All right, Miguel. So did you do not let me go through your Wi-Fi set up settings. That way I can help you fix it.
01:00
Speaker 2
Did you text her if the name is Sheldon? [silence]
02:00
Speaker 1
I'm sorry, I didn't understand what you said.
03:00
Speaker 2
um, huh ugh-huh
03:00
Speaker 1
There doesn't no that it exists. So it's like it's been erased. So it's back to the setup mode for this router. And then when when when it wants to complete - it's asking you know the setup when it wants to complete the setup it's defaulting to the Florida address and I don't want the Florida address you know for these items here because they're not the same. So you're saying I need to sign out of the app and sign back in, okay. And say that if you are not authorized. Hold on.[silence]
04:00
Speaker 2
yes, I'm sorry, yes, sir. But you have to make sure first that before you open the app, this phone is connected to the Wi-Fi network that
04:00
Speaker 1
Right now, this phone is connected to Wi-Fi and it's the setup network for the for the router. It says it's connected. I put it in the password that's on the bottom of the of the of the of the pod, and it's connected to develop setup 9E1. So, when I open the app for LinkSinn, it says loading the setup experience and then it says complete setup. And when I try to complete the setup, it automatically defaults to Young House, which is my, which is all my stuff in Florida. I don't want this Florida stuff. This I'm in Indiana now, so I need Raven Rock, which is the established network here. And so, but it's not it's not the app isn't giving me the choice. So how what do I need to do in the app to it automatically, my, when I close the app and start it, it it starts the setup process and then it asked me to complete setup and then now it's asking me to log in. So I maybe it's gonna do something different now. Now it's asking me to log in. OK, so. Yes
05:00
Speaker 2
Okay, sure. before. Okay. uh, hello, sir. Yes. Um, aside from the app, sir, there's another way for you to set up your router. So if you're having a problem setting up your device using the app, how about use the local access, sir? Like in the router there is a symbol that has a local access, right? You just need to turn it on, right? So, yeah, because that one you go to a web browser, right, where you connect to the router itself. So for example, this is your router, right? So you go to a web browser like Internet Explorer or edge or Firefox, right? Everything in the world. Where you connect to 192.168.8.1 or 192.168.8.1 is always on the router, right? So after typing that one the browser, so you can connect to the router to setup, right? So if you need to go back to the, um, use the app. Any other concerns, sir? Okay.
06:00
Speaker 1
on the computer? yes. three one seven three four five one zero eight three. I just did this a couple weeks ago. M as in mark, e as in Eric, w as in young 8126 at aol.
07:00
Speaker 2
Yes, on the computer, sir. Before we proceed with that, you mentioned that you paid for support the last call. May I have your phone number, sir? Once you're AC. Unfortunately, I cannot pull up any records, sir. Let me just repeat that one. Hold on for a minute, sir. Yes, yes, sir. I'm trying to look for your ticket number, sir. How about email address, sir?
07:00
Speaker 1
Yes. That's my wife. She must have started the call or something I guess. Yes.
08:00
Speaker 2
OK. Yeah, I was able to, uh, pull up a record sir under Mark Young, right. OK. Yes. Thank you sir. The phone number I have here, sir, is not the one you provided, ending with 1083, but it ends with 9210. I see. I see. Got it sir. So you have two network, one from the other uh place and one right here.
08:00
Speaker 1
Hello? I I don't understand what I'm paying for it because I just paid for this, right? So, why does this keep happening? My my wife said that she did not do a hard reset, but it it keeps happening. Is there something wrong with these devices? [silence]
09:00
Speaker 2
Okay, hello. [silence] Yes, hello, sir. [silence] Yes, sir. [silence] Uh, would you like to go ahead with the paid service for this concern, sir, since this device is already out of warranty? [silence] Or would... [silence] Sure, the paid service you have... [silence] Sir, we cannot really confirm what happened, sir, for this one, unless we do the troubleshooting. [silence] Uh, if you want, sir, you can... [silence] I can send you the full step-by-step guide if you don't want to pay with the service, since paid service there is for one-time support only. [silence] Sir, we will confirm that one, sir.
09:00
Speaker 1
It's purple. you want to know the model? It's uh mx 55 e c. No, that's probably the Florida one, right? this one ends in seven, 7583. I, I realize that. Do you not understand when I'm, I'm explaining the situation? I am in Indiana. That other device is in Florida. But this exact same problem happened there and I paid, um,
11:00
Speaker 2
Is this the same MX 5500, Sir? The serial number ends with 2789. Okay, if that's the case, then you're not calling for the same device. You're calling for a different device.
11:00
Speaker 1
for you guys to figure out what happened. So it's, it's nothing different. It's the same thing. Whatever, whatever's going on right now. It's, it's, the app is making me try to set up for Florida. Why doesn't it, why doesn't the app know that I have two systems and I don't, I, I don't want to make this the system in Florida. I want to make it the system in Indiana. So when I, so you, I think you should be able to tell me what's going on, because I just paid for this. This is the exact same thing that happened there. But it's the same problem. So, so, okay. You said that I can just do this on a computer. So, what, what do I need to do on the [silence]
12:00
Speaker 2
Yes, sir, but again, this is a different device, and again to Sir, let me also inform you, sir that since, [silence]
12:00
Speaker 2
yes too you can access it low yes go ahead sir hello sir yes sir I can actually send you the guide sir and how you can get through the user interface and set up your longest device locally
13:00
Speaker 1
I'm sorry. I can't understand you. [silence] Okay, go ahead. [silence] Okay.
14:00
Speaker 2
Yes, sir. I can send you the guide the full step by step guide on how you can set this router up local access or using the local access. Like using your computer on a web interface. Okay? Yes, sir. I'll send it to you, sir. Um, on this email address, same, um, a8126@ao.com. Okay. I send you the link here on how you can get how you can, um, set up. You're looking at the light indicator on the to the right. that is using the local access follow that guide okay? tap the first link okay the pipe press or I I can also send you another uh link on how you can get through the interface the actual interface. Okay? Okay, I just sent you the guide. Just follow that step-by-step guide for you to be able to set up your link using the local access. If you want to go ahead with the paid service here, you can just call us back, try first the local access, just provide us your email address for us to pull up your records. Did you receive the email, sir? [silence] I sent you the email, sir. Uh, first is the home networking uh, guide. And the second email, sir, is the, um, the guide on how you can set up your bell mesh. Just click on the links sir. Okay, thank you so much for your time, sir and uh just call us back if you need further assistance. Have a good day. Please stay safe.
14:00
Speaker 2
Hello, sir. I'm truly apologize, sir, but we are not allowed to stay on the line longer, since we are not doing the troubleshooting. Just, I want to send you the link, so you can just follow the guide, or if you want to, you can go ahead, we can go ahead with the paper to it. [silence] Thank you, Sarah. Have a good day, stay safe.
28:00