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 support-linksys.com for more information about your product. Thank you. [silence]
00:00
Speaker 1
$698.1 D$89F [silence] My name is Ronald Friedman. So I have a, um, two different, um, length systems. My newest one is a 4,200 C. I have two towers and um, I have an older system. I forgotten exactly what the name of it is, I'd have to go look, but it was, um, I've been using it connected to to my two towers.
02:00
Speaker 2
Thank you for calling links. My name is Nathan. I know who am i speaking with? Ronald Raymond and yes, Ronald, how can help you?
10:00
Speaker 1
On the weekend, and it starts to lose connections. And I have to restart the router and lately, I'm having a lot of problems with it. Um, I don't know if the system needs optimization. I don't know what's going on. I don't have enough expertise to figure out what's going on. Could could you possibly help me look at the system and see if it's in good order or what's going on? [silence] End 2 war. at gmail.com it's spelled E-N-D the number to W-A-R @gmail.com. I should be in your system. I've been using your routers for a long time. [silence] End-to War. E-N-D the number two-
12:00
Speaker 2
Sure. Let me create a case ticket for you, Ronald. We have an email address. All right, one more time. Can you confirm? Email address?
12:00
Speaker 1
Yes. Uh aSync20. Yes, uh AT and T fiber. Yes, it's it's 42 hundred C. Serial number is 38 U 10 M 39 A 261881. If I saw it correctly, it's harder for my eyes.
13:00
Speaker 2
All right. By the way, is AT&T, right, your internet service provider, the provider right now? All right. You have an MX 4,200. Can you confirm? [silence] Uh, can you give me the serial number? Just one. The one connected to the mother. Sorry, I can't figure it out. All right.
13:00
Speaker 1
Yes, it's running. Okay, so right now what's going on is it's only showing as online the two 4200s, the one in my office and the one that's in my bedroom. The other two that are in the system are currently showing a green light, but they're not showing in the app as they're offline on the app. Normally, they're not offline on the app. But I did go through an optimization procedure, which didn't bring it to online. I didn't restart the router, um
14:00
Speaker 2
Did you install the Linksys application on your phone by chance? All right. It's running. Can you open the links this app? And tell me, what is the notes? Mm-hmm. All right. And the rest? Mm. Mm-hmm. [silence]
14:00
Speaker 1
That's often required to get anywhere, but I haven't restarted it. Bring the other ones that are not that are not working, yes. Yes. Yeah, I have to disconnect them and reconnect them in my office. Let me just tell you one more thing that you need to know. My my house is 2200 square feet, but I have a a garage that's been converted to an office that's north of my house, 10 feet north. So all my work goes on in my office. Therefore, I have the AT&T modem coming into my office and the um the router starts in my office for the Wi-Fi and has to go through a window that I have.
15:00
Speaker 2
gosh mm-hmm yes can that uh other child node mm-hmm get closer to the mother node right now I can wait the one that's uh Yes can I give it? I will wait yes wow yeah oh zoom yeah 1.0x
15:00
Speaker 1
And then it can go to my, my bedroom to a window. It's about 20 ft away. And that's how it gets into the house. I've, it's the first system I ever had that gave me coverage which would handle that connection well when I first had it. So I'm going to collect those other units. I have to go from my office into the house where they are. [silence] The configuration of the house from north to south goes from the office to my bedroom where I have a 4200 to my living room which is the furthest south in my home. I don't actually keep a tower in my living room. At the same, also south of my bedroom where the tower is down a long hallway is my den. So it's about, it's about 20 feet from my office to my bedroom and another 20 feet to from my bedroom to the den on a straight line, so this one that's in the den, hey Google, turn on the den light. So that's a Wi-Fi system for lights and they're working. It's a Philips Hue network. The tower I'm disconnecting from the den.
16:00
Speaker 2
I thank you
17:00
Speaker 1
was a green light. It went to proper showing it was, should be online and connected. But on my app, on my phone, it didn't show it connected. And normally the app on my phone is correct. Yes. I, I understand that. I wouldn't expect you to replace this with older. I'm just calling for help. [silence]
18:00
Speaker 2
just just to set expectation your router is already out of warranty both the mx42 both the new ones and the old ones but I can help you with the phone support there's there's no no fee for that one all right however just in case this is a hardware issue I cannot replace I hope that's okay with you all right but but phone support phone support unlimited anytime [silence]
18:00
Speaker 1
Yeah, in the past I have used phone support in the past when I had problems. I haven't had a need for some phone support for a long time, but all of a sudden these are getting, they're not working. Okay, so they're in my office. The older ones are I'm looking on the container. They're doesn't have a model number. Let's see. Serial number Serial is 2010 C62764862. It was part of a three tower system.
19:00
Speaker 2
Where is the serial number? All right.
19:00
Speaker 1
Is Linksys Is Linksys owned by Cisco? [silence] It never was Cisco. Oh, okay. Okay. [silence] Yeah. So I've got these two, I've got the, that's enough, I, that's sufficient. I just wanted to remember if if I was dealing with Cisco.
20:00
Speaker 2
And it's owned by 49er. it's a security company. it was owned by Cisco. And then Cisco was bought by another company and then they split with Linksys. And there are three companies. Belkin, Cisco, and Linksys. So Cisco go to the commercial side, for an not the retail. They go to the big companies. And Belkin go to consumer products. And Linksys remain on the retail the routers. Owned by.
20:00
Speaker 1
So I've got these two towers that you asked me to bring into my room. I left the 4,200 operating in the house. And I'm trying to plug them in. Trying to find a place where I can plug them in. So I plugged them both in. They're trying to connect. Can you tell me if the system that I'm having should still be working for me or what? As I have mentioned to you, I'm in this distance where I got to go from an outside office into the house. [silence] [silence]
21:00
Speaker 2
Uh. Yeah. Yeah, it's still working.
21:00
Speaker 1
And now I've added in the system, um I have two televisions in the house, usually only one operating. And I it's just my wife and I that live here. Uh we're older, so I'm 81 now. And we don't have a heavy we don't have a heavy use of the internet. But we well, I'm still kicking. So, so I want to tell you, I have Google home devices. I've had them for a long, long time. And there's five of them spread across the room. They all work. And when when the Wi-Fi is running. And I have other Wi-Fi devices such as I have a um exercise bike that's Nordic track that takes a Wi-Fi signal and it plays um on the screen. It shows you when you're writing your exercise.
22:00
Speaker 2
Oh, you don't sound you don't sound like Ronald McDonald, surprise
22:00
Speaker 1
It has a, it was making me like give me a lot of trouble, but I got it running. [silence] I have one of these towers, these older towers right next to the[...] wifes's television and the kitchen, and when the tower is working, right, I'll get a good connection on the kitchen television. and I have the other tower in my den, which, the one that I, now in my office, in my den, near the television in the den, then when that's working, right, TV works, fine, but then things go bad, TV in the den start cycling with circles, waiting and
23:00
Speaker 2
Yeah. Hm. Mm-hm. All right. Usually, but not on this model. The older models, yes, I've seen that. And there's so many internet companies also trying to monitor because everyone, yeah. And also there is Google.
24:00
Speaker 1
Yeah, Yeah, and which they're here and if you're like and I couldn't figure it out on the I gave you the serial number. I hope you could find it find it that way. But um it says it says I'm trying to find where it might. F for 24/7 links is customer support. It's got a phone number. Inside where it has the name.
25:00
Speaker 2
but what is online they try to disable devices that are vulnerable that are not secure because they will compromise the entire network if you are not secure vulnerable they drop it down that's a known issue and then that's mandated by the FCC remove all vulnerable because those are the things that monitor people and get information they want to get it probably now can you tell me what is the model of the old tuppers spiel i can't VLPE? WHM
25:00
Speaker 1
Links inside on the bottom is the serial number and the MAC address. And under that, it doesn't, it doesn't tell me the name. It's a very small print that I can't. The word Links. Oh, I got it, I got it. Okay, I got it. W H W 03. That one is that's the model, that's the model number. W H W 03. And at this moment, I got a green light in my office on both of those towers. And when I look at my phone, they're showing that they're they are connected. Yes. With one of them having
26:00
Speaker 2
The word lengths is this is the word lengths is usually below that one. There's the model number. You start with W. That's okay. This is good. This is good. Not connected.
26:00
Speaker 1
Both of them having four bars. And the one that's connected, the 4200 on my on my phone, says that the the 4200 has two bars. Yes, yes. So, there's there's the off the office one, office one and three notes. And they're connected to 14 devices. It says on the on the thing it's currently connected to 14 devices. Yes? The two child nodes signal strength, uh minus 32, minus 32 DBM is one. And the other is minus 29 DBM.
27:00
Speaker 2
All right. [ silence ] All right. You are looking at the nodes right, there are how many nodes right now? That would be three plus two five. OK. Now, um uh. Can you open the nodes? And click one of the child nodes and tell me, what is the signal strength? is negative. Uh daughter.
27:00
Speaker 1
dBm. And the 4,200 is minus 71 dB. That's all. So, I mean, right now it's it's sitting on a table right next to a window. So that the it's directly facing a window. The window is directly facing my office. It's 20 feet away from my office. And my office, the one that's in my office is in the middle of the room. There's a window that can see the
28:00
Speaker 2
Can you... three... okay, three feet above the ground or four feet above the ground? And then the... okay, three things, number one, three to four feet above the ground. Number two, no obstruction as much as possible. And then away for walls. [no speech] Can penetrate that one. That's no biggie. [silence] Okay. All right. So, if you move the child nodes, so they are right now connected, right? They're online. But if you move them away, go back to the other location, it will disappear, because the signal strength is most likely [no speech]
29:00
Speaker 1
Many times when everything's running, and I run the optimization, because there's something in the app that says if it's running too slow, and then I run the optimization and it looks for the best channel. And when it does that, it connects pretty well for the top for the WHT towers were working with good enough speed to
30:00
Speaker 2
More than negative 62. Or more than seven, more than eight. Correct. They are sturdy. Yeah, they're really good. I know these routers, they are like the new key of the cell phone. It might not be the best, but they are really, really good, sturdy, reliable. As long as it is there is a connection, I know these routers, these are good ones. Now, for the issue on the MX4200 on the window, you may need to upgrade your modem, just one. Upgrade it into 6200 Mbps.
30:00
Speaker 1
Oh, I see. So if I put a bigger one in my office, then I'll have more power on the radio and then it'll reach the other one stronger. Can you sell me something that I can get that would work for me? So I'm writing right now. I'm on Amazon, and I'm going to write. Hold on. I'm
31:00
Speaker 2
100 stronger. Mmm. uh for that you can reduce the connection between. The other no, from the office. The the the the window. Okay. That's your. MOM mother. Yes. Covers R-T-E-S. Yes. You don't have to replace everything, just the mother node. The mother node is the one that's carrying everything. And then it will broadcast. Um. Okay. I uh yeah, um uh you can search it on Google. Uh sorry. Amazon or Best Buy. MX 6200.
31:00
Speaker 1
Velo-ov Pro- it says Velo-ov Pro 6 E Wi-Fi mesh system-cognitive mesh tri-band router-5.4- yeah- and it says it's one it says it's 1.49- yeah- great [silence]
32:00
Speaker 2
MX 6200, it's a little bit expensive. It's a 149. How much? Wi-Fi. Correct. 5.4, this is the one. This is the one. Correct. Gray color.
32:00
Speaker 1
Can you do any better for me? [silence] There is a cheaper one. So if [silence] if [silence] if I get this one, and I put it in my office as my front one to broadcast to the house and I get a signal that's stronger than [silence] if the 69 or better. And then I use the other 4200 in my den. [silence] as child knows would that be a good system to get to my den TV? Okay.
33:00
Speaker 1
It'll be comp. Will it, will this MX 600, one that we're talking about, one that we're talking about, will that one work with my app on my phone or will I need a new app on my to see it? Okay, so I- Now, I can't figure out how to get online on a browser and look at the system anymore. It used to be I would do one [silence] [sound]
34:00
Speaker 2
Start with one, but if the signal's still weaker, get another one, but I doubt you'll need another one. Your 4200 is already strong, you just need a mother that is stronger, you know, to broadcast for the entire network and then a range - [silence] - it will use, you'll only need to reconfigure it and the same thing that you're doing, optimize, whatever you've been doing the same, because this is 100% compatible, the same family, it's just that this is the older sister.
34:00
Speaker 1
182. One. I mean, one, I forgot. There are four numbers. 182, 168, and 1.1, and and when I did that, it used to give me a page where I could see all the controls, but that's no longer there. Okay, I'm on the computer right now. It's connected. Okay. Yeah, I went there before. I couldn't figure out what to do. So I'm I'm there now, I can't figure out what to do. So it gives me a Gemini AI overview, and then there's a another line lower down that's a lynx this line, and it's a
35:00
Speaker 2
one nine two one nine two I can help you if you have a computer I can guide you or when a spouse make sure it is collected and then type a browser and then go visit the website my router my router dot local let me know what you see in the screen
35:00
Speaker 1
And then there's another Linksys line below that says, accessing the Linksys smart Wi Fi router user interface. That one? Okay. Okay. So I clicked on that one. And I was on this page and I couldn't figure out how to do it. Enter your router password and sign in. On what? Well, I think I know what the router password is, but I don't. So I just put it in there? Okay, well, give me a minute to see if I can get it.
36:00
Speaker 2
One that one that one, yeah. OK, you can reset the radio on the under the router password. Is this an option for you to reset the router password? All right. OK, you try. Go ahead. Yeah, go ahead.
36:00
Speaker 1
I'm trying to look up my links to a router on my phone, ah, fully I'm having trouble, won't cooperate. The more the phones get smarter, the more they do things that are new and you can't can't for that. It was, used to be easier, but I'd rather have it work better. So I now have something called a router password. I have the password. Okay. So I should go ahead and put it in. It doesn't let it doesn't let me enter. It's got a picture of a place to put a router password. It says sign in, enter your router password, and click sign in, but that's all grayed out. No. There's a how to find out more how to access the Linksys router web interface through a web browser. One
37:00
Speaker 2
Is there a picture of a phone on the left side? [silence] To telephones. [silence] okay. Can you type instead of myrouter.local, type the numbers 192.168.
38:00
Speaker 1
One ninety back before, it didn't do it. out. accessing the like it's smart. It's trying to get there but it doesn't. Doesn't open it. I think my systems are older than the systems that are needed for this particular connection. It says this site can't be reached. Oh, yeah, I definitely am. I'm connected to the Wi-Fi but the page we're on, this is page that it doesn't work with these routers that I have. It's I tried, I tried.
39:00
Speaker 2
That one. 9 2 1 6 6 6 1 2 1. That one, that one. 1, that one. You talking. one. Hmm. Uh, are you connected to the Wi-Fi? Can you confirm? mm. Hmm. Can you open, can you use another browser? And run incognito.
39:00
Speaker 1
I tried edge. I I already tried to get in through Chrome and then I tried edge and neither one would do it all go into edge and see what I I only have edge and Chrome. I would have to download download the other one. Oh. Oh, okay. I understand you. run incognito. Okay. I know what that is. Okay. I'm incognito. Now what do you want me to put in? it says this this site can't can't be reached.
40:00
Speaker 2
How about running incubated or in private?
40:00
Speaker 1
http:/ slash slash collaborator. Portable. This can't be reached. It can be reached with... not... when I'm not in incognito. 192.slash.slash.1.1.1.1.1.1.1.1.1. No. No can be reached. IP config. Yeah. IP config is it... oh, so... okay, so I've got a picture of IP config. It's got a bunch of stuff here. I don't know which one's my router. Ethernet adapter 3.
41:00
Speaker 2
How about 192.168? Would that work? You know. Still. Yeah. I cannot reach. Mm-hmm. Okay, can you check what the IP address of your router? Of your computer? You're using Windows, right? Yeah. Yeah. Type country. Yeah. Go to command line. Ipconfig.
41:00
Speaker 1
It's got it's got Ethernet Ethernet adapter, Ethernet. And then it's got Ethernet adapter, Ethernet 2. I'm skipping, these are the main headings. Then Ethernet adapter, Ethernet 3. And with 3 it has a whole bunch of information. Connection specific, DNS, Suffix and default gateway. I've never seen anything like this. It's fe80:92d: yeah, this is not showing so okay. I'm I've never I mean, I know what a normal gateway looks like. I've got an IP for address 192.168.
42:00
Speaker 2
but it's number you start to 10 okay the route a gateway what is the value for gateway that's the IPv6 we need IP B 4. I can't see IPv4
42:00
Speaker 1
One, 67. So I'll put in 67, I'll try this 67. It doesn't, yeah, it doesn't do it. Yeah, but that doesn't work with the, with this router. There was some notice that the company changed its, its system and discontinued certain things and, and I think I'm in the discontinued group. [silence] Well I could it be that my security wall I'm using on this computer I'm using the default Windows 11 security system Windows Defender? Could that be blocking access? [silence] Yeah, I'm using Chrome. I have Edge, I don't look at it too often, but I have it for in case I need another browser. But it won't connect to 192.168.1.1 either. I tried that. Oh, it just did. This Way Edge just now I've got a page. Hold on. It says this is a private IP address, use this default gateway to access most home routers.
43:00
Speaker 2
That security was snooping. Another nation was trying to get in. That's okay? No, no, it's not. It's good. You're using edge, right? In Chrome as well? Still the same. It did. [silence]
44:00
Speaker 1
Internet panels. And so I'm looking for where I can sign in to look at my. It says, router log on step by step tutorial. How do I log into my Netgear home router? Uh, there's a whole bunch of pages about the problem of logging in. So I've got the page open now. This is the first time. And I've tried it like 20 times. And all of a sudden it opens. There's there's. I'm looking this, because there's different pages I'll flip through the pages I'm looking for. If links is this is in here. It's got different companies. [silence]
45:00
Speaker 2
Yes. Is there a option for you to log into link to smartwifi.com?
45:00
Speaker 1
it says I can ask a follow-up. I'm going to put in link like this. Well, it brought me to a page for links networking and WiFi technology now links as home links as support. Now links is Smart WiFi. Now links is Smart WiFi. These are all in that um it no longer yes this is all part of 192, one nine one 68,101. See more. How how to log into your links wireless router digital. Links in Wikipedia. Links apps on your Google Play. that's all the stuff on thenxos. so. i gotta pick one of those. it looks like, there's one that says, sign in using your Linksys Smart app. i shall try that one. ah, yes now, it's got my, it's it already filled in automatically, my, email address and password. but it says it's an invalid email address or password so, i'll put in the correct password. hold on. password required a lot of security.
47:00
Speaker 2
Yeah, right. [silence] You hear.
48:00
Speaker 1
Okay, I'm not look good. Turn on. Okay. Okay, I'm putting in the password which I know to be correct and it's working. So, it's opening the smart wifi. It just says, please wait while it goes around in circles. [silence] [silence] It says I can access my home network from anywhere at any time. It it it won't do that anymore. It just says please wait, and it's going around in circles.
49:00
Speaker 2
Not now. Don't use that one. Uh. Right now for our 4,200 it still works. But for other it may not. www.rain latest. 4,200 yes. It still works. Let me see. I think they are doing some troubleshooting in this one. Let me ask around. Let me go to the lab.
50:00
Speaker 1
Okay, maybe that's, okay,
51:00
Speaker 2
Alright, give me a minute. Yeah, they they said it's down right now. They're working on their network. You can not access right now. Sure, sure. Yeah. The new one will get 200. The 4,200 is 100. It's one twice its capacity. Yeah. But the memory in terms of signal reach or capability coverage,
51:00