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. [silence]
00:00
Speaker 1
How's it going? You alright? You know what I'm saying? Ok, cool. Hi, I just sat on hold for 35 minutes because I was trying to figure out how to get my router node to join to my network.
20:00
Speaker 2
Thank you for calling Lakeside. This is Karla. Hami help you. okay so we apologize for that long wait sir. so right now we are trying to um configure your link. fish yeah. 1. 32-bit.
35:00
Speaker 1
Yes, I was using your really terrible AI chatbot and it was telling me to move the router closer than three feet after I already told it it was a foot away. They were literally right next to each other.
36:00
Speaker 2
and since the router to connect to your new network. Yeah. Okay. So before we continue, let me just create a record for this. Okay. Can you have the model number and serial number of your current device Yeah. Okay. And how about the serial number? Yeah. Okay. How many nodes do you have here? [silence] Do you know which
36:00
Speaker 1
I was trying to pair one child note to the main node. That's it. Well, see, that's the funny thing. In the half hour I sat waiting, it somehow reconnected it while I was doing nothing to it. After I had to reset it six or seven times due to the chat bot giving me that advice. And it did not connect while I was working with the chat bot. So, I'm not sure what happened because I was not looking at it for 35 minutes. [silence] Spectrum. [silence] I did not have a loss.
37:00
Speaker 2
Okay. So what is the color of the light on the main node, sir? Does that not not hot connected to which one? Okay. Oh yeah. Okay. And who's your internet service provider? Okay, but right now, sir, what is the Okay.
37:00
Speaker 1
Excuse me. Right now it's blue, and it registers as being connected. Blue, and it registers as connected. I did not lose internet service. I know the difference between losing internet service and the router itself losing connection to the network, because unfortunately, I actually have to reset this router every month. Yes, that's what I already told you. It reconnected itself after I didn't do anything to it after a half an hour, but I sat trying to fix it for about 20 minutes and nothing happened after all of the things that the uh that the chatbot gave me. So now, I don't know what happened and why. [silence]
38:00
Speaker 2
Um what is the color of the light right now on the parrot node right now okay how about and how about the one that you're trying to add right now hm yes sure right So if the okay if the light is blue sure that's already been connected to the network Um No no no the laptop you know the white one
38:00
Speaker 1
[ silence ] it reset itself, but it's just a problem in general because it [ silence ] never works. [ silence ] Yeah, everything works. I'm telling you it's working fine now. is there a reason why it disconnects and needs me to reset it every month? The light will turn to red and flashing and then it will cycle like it's power cycling. It will turn flashing red and then it will be blue and flashing blue and then it will go to solid red and then it will go to flashing red and then it will cycle.
39:00
Speaker 2
Can you like try to connect now sure a device to the network to check if it is really working. Okay, so probably it just um just takes time to um like connect. So do you still need a um, uh, uh, uh, next sense right now, sir? Uh, um, when you record uh disconnect like the light will be on.
39:00
Speaker 1
and that happens about every month and I need to end up resetting the router so that I have to fix it. This is the worst time that it's happened. Child node. On the child node. Yes. I have to usually reset it. According to the app it is. It is set to auto
40:00
Speaker 2
uh, is that on the is that on the is that on the m main uh like the the parent mode or the child uh like, like really every month like you have to re-added it to the network, even though you just bring it near to the the parent mode and just do a power cycle, like turn it off, turn it on. it has the same problem as the then child mode, right nace are using the latest firmware.
40:00
Speaker 1
Sure, it's 414, 828, 5796 Adam Schmidt SCHMDT.
41:00
Speaker 2
How about this, sir? Observe your connection. In any case, you encounter the same problem, just give us right away. Okay? And I'll create a record for this call so that we could really identify that when was the last time you called for the same problem and we can take it from there. Okay. Can I have your phone number? Mhm. And how about your first name and last name?_signal 34, okay, the R is the fine. Okay again S C H M I D T, correct? And how about your um email address? Hold on. Only the child node um only the child node will disconnect, right? Not the parent node? The location of the child node, sir, how far from the parent node? [silence]
41:00
Speaker 1
I would say through the walls. It's probably 20 feet if even. I don't know if it says under the serial number, but I can tell you that I've only had this since February of '25. So it's just over a year old. Sure.
43:00
Speaker 2
Okay. Okay, for a moment, sure. Okay, so can I just place you on hold for just three to five minutes? I'm just going to check something here. I'll be back.
43:00
Speaker 1
Yes, about that. I can measure it if you would like. There are two walls. There is a bathroom between the two rooms.
51:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting. I'm so sorry for that hold. Um, for this uh, kind of problem, sir, we um, like need to like, um, further isolate the problem. Okay. By the way, again, the location of this note, sir, is just around 20 feet away. [silence] and there's like a wall in between, right? How many walls, sir? Just one wall.
51:00
Speaker 1
well the only closest place i could put it is in the bathroom, so you would like me to put it in the bathroom? you're saying when i connected it when it automatically connected itself, so back into the same room as the parent? right now, the node is back in the room, it's supposed to be in. Yes. Yes. And it will work perfectly for yes.
52:00
Speaker 2
Okay. Sir, um can we, like, relocate the nodes to its original location? The child node. Yeah. So, uh, can we move those closer first to our network? Yeah. Yes, sir. And to where it's the original location, where it was before you went. Uh. Yes, sir. Um, and then, uh also right now you relocate that it's the node. Okay. And right now it's still connected. Okay. Um, you mentioned that you're using, uh. Okay. Do you have, you're using, um,
52:00
Speaker 1
Yes. Hello? What about on the app? You just stop talking. It's open. Okay. Okay?
53:00
Speaker 2
Yeah, on your app, sir. [ silence] Open the app. And then click on the three lines on the upper left. And then when you click the three lines, go to -- network administration. And then kindly click on send network data. And okay. And so I'm just going to wait for you. Do something on your end. Just give me like a runtime. of knowing like hmm. what? everything. We'll send those. Okay, so, can you just try to close and open the app again? Because I would like to check that there is no whitewash. white wrapper for the network. And so, let's so I can tap another. Okay, you can open your app again. Click me at ease. Go to network administration. I want to check if there is still I want to try to ask you to check again the chat. So you can open of any browser of your choice. So you can open whatever whatever, but I prefer Google Chrome. Okay, for the internal for the internal comments about the internal moving, you can now close it. Okay? Ah, okay, okay, I will. I will do that. And we can do that afterwards. And I will end the call with you with you, sir. Okay. I want to wait for your call after that. So I will just end this call again. Okay. Okay.
53:00
Speaker 1
That is not one of the options. Is it under diagnostics? Okay, there it is. Yes. It's asking if I would like to include a message. Is there something I should put in there for a tag for you? Okay, I hit send and it is sending my report. If I had to reset it, is that going to have anything in there? So, by resetting it, because the chat bot told me to reset it about three times, I wiped what the logs were that you just asked me to send you for your ability to fix the problem. [silence] I could have just told you that because it says that in the app. It's 56 dbm minus 56 dbm. Hello. Okay. That's what was happening earlier. I had to... I reset it, and I power cycled it multiple times. And then I then gave up with the AI chatbot because the chatbot gave up on me, and it told me I needed to call you guys. And then 35 minutes later, when you guys picked up, I I it had reconnected itself. So I don't know what I did or didn't do. Yes, that's the first thing that I did. [silence]
54:00
Speaker 2
The router it wants um what you call this one? It won't reconnect back to the network. Before you do the reset Did you like just turn off turn on the device and the node. [silence]
56:00
Speaker 2
Okay, I double checked this, there's no problem with the signal between the two nodes, okay? There should not be the issue, like the node will be having problem connecting to the parent node, okay? So, this, are you using the guest network for this router, sir? And right now it is on or is it off? Yes. Okay. Okay, so just observer since it's connected.
59:00
Speaker 1
Okay. Okay. Thank you.
60:00
Speaker 2
Connected right now. Just observe the child, sir, after you do the reset and reconfigure. In any case, sir, you encounter any problems, do not troubleshoot, do not do anything yet on the child, okay? Just give us a call, okay? And so that we could like properly check the child during its disconnection from the parent, node. Mhm. Then just use your phone number if you call us back, sir, use your phone number as your ticket number, so that we can pull up your record, okay? You're welcome. So I already updated your record here. I put it here that in case you call us back, you call us back once you encounter the problem again, so that we could properly check the child, node. Why is it
60:00
Speaker 1
Okay, thank you. Yep, have a good night.
61:00
Speaker 2
that you keep encountering that kind of problem. Okay? You're welcome. You may also check the website, sir. That's support.linaxes.com. Thank you for choosing linkexa, sir. This is Carla. Bye for now. You too, sir.
61:00