Speaker 1
Hi. Yeah, my name is Bob. And I'm in Mesquite, Nevada. So I don't want to lose the call with you, if that's possible
00:00
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 on your issue. Please have your device's 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. Hello, this is Tarm. How can I assist you with today? Trouble United States.
00:00
Speaker 1
it working anymore. And then in addition to that, I'm having a hard time, uh, connecting my Redwoods outdoor lighting, uh, brain to my 2.4 Hz connection and I don't know why I've tried everything in the world. So, if we start with the with the information about my account, I'm happy to pay for whatever I need to do. I'm going to give you that right now, hang on a sec. Should I get that off? I can get that off the app, right?
02:00
Speaker 1
Yeah, okay. I'll get it right now. Hang on. All right, I'm walking over to it. Hang on a minute. Okay. The serial number is 55327. The serial number is 55327.
03:00
Speaker 2
Elizabeth you can take your time you This is staying present today, whereby it can
03:00
Speaker 1
can't really 2 0 J. Here it is 2 0 J 2 0 M 3 9 a 0 0 1 0 2.. Reliance Connect's.
05:00
Speaker 2
Got it. Thank you so much, Ram. And also may know who is your internet service provider? Reliance Connect, all right.
05:00
Speaker 1
The light source on the three notes is aqua blue. And the other thing, Red, Solid Red. I have pushed the reset button, connected, and I have connected it from power as well. And I put it back on. It starts off blue but it always goes red. It's not picking up the internet signal.
06:00
Speaker 2
All right, so just to confirm three of your child nodes is disconnected to the network, what's the light status of the three child nodes there? [silence] All right. So you mentioned that you have yes, the other three, what's the light status? Yes, in the past. And what troubleshooting have you done so far to the child node that have solid red light. I see. So you pressed the reset button for the three nodes and how long?
06:00
Speaker 1
[KEEP_UNCERTAIN] 5 seconds. I'm going to do it here right now. I'm getting right by it. All right. Okay. What I've done in the past is try to get into my admin on my laptop on the Linux site, which if you can show me how to do that. I believe that's where the problem is. But I'm going to go back and answer your question. So,
07:00
Speaker 2
five seconds. All right. And you mentioned also that you tried to connect our device to the 2.4 network. Can you tell me, sir, if you go to the Wi-Fi list on your phone or any device that you have, how many networks can you see? Can you see there the five and the 2.4 or not? [silence]
07:00
Speaker 1
On my iPhone 17 Pro Max, which is very up to date, I have full network connection, and I have three uh networks set up. White 5.0, white 2.4 and white guest 1, 2.4. Is that a the question? Yeah. I think the problem is a switch inside the admin and this forbidding the recognition of the nodes or forbidding the recognition of this outdoor Redwood switch that I have. I tried connecting my outdoor Redwood switch following the directions implicitly. I even went as far as to connect the switch directly to the node, and it still will not recognize the switch. It still will not.
08:00
Speaker 2
I see. Yes, sir. So you already separated the band? Okay. Very standard. This is a report, an inspiration. I'm going by. I
08:00
Speaker 1
I can't get it to go no matter what I do. I can't get it to connect to my internet system. Yeah, that's correct. But my big problem is the three nodes that are not working. Do you think you know what the problem is or any idea? You're telling me that. I'll give you the $15. So how do I want to pay it?
09:00
Speaker 2
All right, you cannot connect the switch, is that correct? OK. I see. Okay. Now we can add this child nodes to the network. However, upon checking here with this router that you have, this router was already out of warranty and you are aware that for the out of warranty device, we cannot provide a free troubleshooting over the phone. However, if you insist, we could provide a one time non-refundable technical support session lasting up to 60 minutes, but you need to pay $15 for the troubleshooting that we will do.
09:00
Speaker 1
Robert White. W-H-I-T-E? you want my street address? R-A-W-H-I-T-E at protonmail T-R-O-T-O-N-M-A-I-L.com. you want to spell it back to me? that's right. yes.
10:00
Speaker 2
process it here and my answer, but before we proceed with the payment, can you provide your information, like your first and last name and also your email address. The email address. [protonmail.com Amen. Okay, so it's RAY@protonmail.com. Broton. Amen. [silence] ]
10:00
Speaker 1
Uh, okay. Uh, I have, I'm at the main node right here. No. No, I, I, uh, the three child nodes that aren't working are 50 feet away probably.
11:00
Speaker 2
[silence] I also suggest to confirm how far is this three child node from the main node sir or from the parent node? [silence] From where? and how about the child node? So they are about three to six feet away from each other. from the main node I meant. Yeah. Can you move it closer to the main node sir? Need to grab the three nodes and then plug it in closer to the dom.
11:00
Speaker 1
I, I already did this yesterday. I added it all. It was all on my home phone app. Everything was fine. I took the nodes off, put them back in the rooms and they did not work. But I'll do it again. All right? Just a minute, please. I have to unplug them and put them in here. I actually named the nodes, put them in, did everything I had to do and there was no problem. But for whatever reason, as soon as I took them off, they were the main node and put them back in the rooms, they did not work.
12:00
Speaker 2
My main node like about three to six feet away for us to add it to the network? I see all right all right
12:00
Speaker 1
I don't know why. Hang on. I have to go get the third one. I'm walking around the house. Like I say, it all used to work fine with no problems at all. And I put a cabinet in the wall and as soon as I unplugged all my equipment and tried to get it back online, three of the nodes worked fine. The three furthest nodes did not work. I'm getting the third node right now. And then I will plug it in for you, okay? This is the last one. I'm getting it right now. It's frustrating because I'm wondering if I need a better system than this. I don't really know.
13:00
Speaker 2
uh, but when you move it closer to the main nodes, what's the light status of these three child nodes? [silence] all right.
13:00
Speaker 1
or if there's one that's more powerful that covers a better range. I have no idea. Ugh. Heh heh. I'm starting to wonder about it now. Just a minute I'm asking then up to power now. If you can please hold on a minute. Most cover, I'm beckoning them up right now. I have all three plugged in and they have a light blue light on there at the moment. They're all plugged in and they are literally less than 10 feet away from the main node. Do you want them closer than that? Okay. Hold on, please. [silence]
14:00
Speaker 2
I'm sorry, you can take your time. Yes, since you just plugged it in sir, the light will go to solid blue, then after that it will go to fading blue. Let's wait for about three to five uh three to four minutes, sir until it's done starting up. Shoud be three to six feet away sir.
15:00
Speaker 1
and those are two feet away from the main node. The main node is aqua color. And it is working. My phone says it's working. And that's all I can tell you right now. The light, the lights, uh, the node's are flashing a very light blue. Or actually, there's, okay, now two of them turned red flashing. And the one on the right is still light blue. Yeah, I can also if you want me to, I can.
16:00
Speaker 2
I see alright and how about the childbrooder what's the light status is it sitting fading blue all right so alike so alright so let's give it about two to three minutes let me set the timer here
17:00
Speaker 1
Okay, all the nodes are now red. Two are flashing red and one is solid red. Yes, I do.
18:00
Speaker 2
right they are all solid red who got it all right alright so sir um for me to assist you with this concern and by purchasing the service you are agreeing to a one-time non-refundable technical support session lasting up to 60 minutes and if you are unable to resolve your issue or determine your product is defective no uh no refund or replacement will be issued and paid service is for troubleshooting only and does not include follow-up sessions do you agree to this [silence]
18:00
Speaker 1
Yes, I'm calling from the United States, yes. Sure. Please. Please. Please. Please Please Please Please Please Uh, just a minute, please. Thank you. My wife's getting her card, so hang on a minute, please. [silence]
19:00
Speaker 2
Okay, so let me process the payment here. and also just to confirm, sir, are you calling from united states? Got it. K. So let me close the recording here on my end so that we could not capture any information with regards to your card details. All right. So could you kindly tell me what's the first and last name showing on the card that you'll be using? All right.
19:00
Speaker 1
Alright, two of the nodes are now aqua and one of the nodes is solid red. Can you hear me? Yeah. Probably reached Merkie. They have my card. And they gave it back to me. That's probably what happened.
20:00
Speaker 2
Hi, yes, sir. So, two of the trial nodes are now aqua. Let's wait for a minute or two, sir. If it will stay aqua, it means it's already connected to the network.
20:00
Speaker 1
All right, the other node is not connecting. Still red. Do you want me to try to reset it? Or aqua. Aqua, yes. Solid blue aqua, yeah.
21:00
Speaker 2
and red while the other two are still solid white. I mean solid white.
21:00
Speaker 1
I just, I just unplugged the one node. We're gonna see if it comes back to aqua, I guess. Otherwise, I'm ready to pay you and do what we have to do. Whatever you want. the, the Yes. the solid red. Yes.
22:00
Speaker 2
Sir. Which one did you unplug, sir? The one with the solid red light, sir. I see. All right. Uh-uh. [silence]
22:00
Speaker 1
Hey there. The note is still solid red.
24:00
Speaker 2
Yes, sir, I'm still here. Yeah, for this node, sir that still saw the red, then we will troubleshoot that one. While the other two, since you mentioned that the light status is all teal green, then it means that it's already connected to the network, and you may relocate that to the area.
24:00
Speaker 1
Yeah. I'll give you this. Let me see. So that you're ready. different So, it's a City Visa. The first name or the first number? The name is K.A.Y.L. Bialka, B-I-A-L-K-A.
25:00
Speaker 2
Do you want to locate it? And for us to process the troubleshooting, sir, for this last problem, we will, nice you, hey, we process the bank, you, next previous, the $[REDACTED_PAYMENT_DIGITS] payment. For us to process it here, can you provide the first and last name showing on the card that you'll be using? And what's the first name, sir? The first name that.
25:00
Speaker 1
White. W-H-I-T-E. I got my back seat. See if this might be dropped down the floor. K. V-I-A-L-K-A-w-H-I-T-E. K-A-Y. Middle initial L. Then Khayaka White. K.
26:00
Speaker 2
so it's Jail Bianca White. Is that correct? [silence] can you repeat the first name sir? uh huh. Okay. [silence] K.L. Bianca White. Is that correct?
26:00
Speaker 1
All right, hold on. Just a second, I'm getting it for you. The card number is [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS]
27:00
Speaker 2
Okay, that, okay, one moment here. All right. What's the card number, sir?
27:00
Speaker 1
the nine five nine six oh seven four one oh one oh three nine zero zero uh five nine nine five nine six oh seven
28:00
Speaker 2
Calla moment here.
28:00
Speaker 1
0, [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Sorry. You want the card number again?
29:00
Speaker 2
OK. so what's the expiration date of this? got it. Then how about this? are secure code? got it. here. and what's the zip code there? got it. OK. OK. the card number doesn't seem right. Can you kindly provide the card number again, sir? Yes. then.
29:00
Speaker 1
[REDACTED_CARD_NUMBER].
30:00
Speaker 2
I'm out the other process its famous dear please bear with me. . Are you there? the exchange Oh my God. right I also sir I will send you the receipt for this I will send you the receipt so that you have a reference with regards to the a payment that you made. Okay, one moment here.
30:00
Speaker 1
Okay, so you told me to press the reset button and hold it in until the blue light is showing. Correct? Yes. One minute, please. The light is off.
31:00
Speaker 2
Right, already sent you the receipt, sir, so let's proceed with the troubleshooting. OK, one moment here. OK, since the light status of this auto note is solid red, can you press the reset button, sir, until the light went off and release once the blue light is showing? Yes. You make sure that the light went off first until the blue light is showing.
31:00
Speaker 1
TONY - excision I did it. Now there's a solid blue light. [silence] This is a whole house mesh system. So how far apart can these nodes be from one another and still function? All right. Are those signals blocked by anything at all, such as walls, windows, whatever? How do you get around that? Do you have a better system that combines Wi-Fi? Can you get that working? All right. And how many nodes, nodes that are redundant nodes? Or how many do you need in total? Yeah. And then what is the cost of all this? How much would it cost for that mesh? We have three houses. We're all inter-connected. So we would need more than one system. Yeah, we do. And you said Eero up to about 80 devices.
32:00
Speaker 2
The ideal, the channel distance between each child node should be the maximum of 50 feet. So it should be in between 15 to 50 feet. Yes sir. There might be interference if there are some thick walls, and also there are some devices, like a microwave oven, or any devices that uses electricity.
33:00
Speaker 1
[silence] has more power to it than these little nodes. Okay. The Okay. Your your uh the node you and I've been working on now has a solid red light. [silence] five times. So press, release, press, yes, release, press, release, press.
34:00
Speaker 2
There is some models that I can recommend to you. You can try to check for the MX 6200. That's the latest. All right. So, kindly, the next things you need to do, sir, is kindly press the reset button on the parent node. Like press, release, press, release for five times, not too fast and not too slow. Yes. On the main node, all right?
34:00
Speaker 1
Release. Press. Release. That's five times. [silence] The tone on the note is yellow. No, the child node is red, the one that we've been working on. That's blank. Now it's blinking. Now it is blinking. [silence] And the main node, the main node is Aqua Blue. You give it a hand line.
35:00
Speaker 2
All right. Yeah. Okay. And how about the child number? What's the light status? Is it blinking? It's a solid red. All right. So let's give it about No worries. So let's wait for about three to five minutes until this child node is done communicating with the main node, and the light status should change to a solid teal green or a solid blue or an aqua blue.
35:00
Speaker 1
So tell me about the MS whatever it is the run you just described what makes it any better than the program I'm using today
36:00
Speaker 2
uh... yes. So, yes, the MX62103 is one of the Linksys router. The latest router of the Linksys and it is a Wi-Fi already, uh system. And also you can set there is 2.4 gigahertz 6 gigahertz bands also with that um router. Um that one sir, it was already Wi-Fi 6. that's why it uh it is much
36:00
Speaker 1
both ever so sporadically, I have. What do you mean by that? [silence] So do I just need the one device or do I have to have a whole mesh system? 2400 square feet. To go with that. And what kind of modem is necessary for that space? And how far how far away from the how far away from the system, the main system.
37:00
Speaker 2
Sorry, I didn't see that. Um if I may ask sir, what's the area of your house? Yes, you need to avail of a mesh system. The MX6200 can cover up to 3,000 square feet each node. So since you have a bigger,
38:00
Speaker 1
Do the nades (have to be) or can they handle? How many feet? By the way, the third node is now aqua. Just to let you know. The problem, I had this working. I did everything you just told me to do. I did yesterday. Then after they were online, I didn't do anything except unplug and put them back in the bedroom and neither of the three would work. I don't know why. I have no idea why. 50 feet. [silence]
39:00
Speaker 2
Let me double check it here. One. All right. So let's just wait for a minute or two. Sorry, just to confirm it will stay um, on that call. And what's the distance then serve of these nodes from each other.
39:00
Speaker 1
Okay. Well, I'm looking at my Linksys app on my telephone. And it shows all three are connected, okay? My question to you is, how do I identify that says I have 20 devices on my system? How do I determine what is currently running and what is not running, which are old devices and which are good devices?
40:00
Speaker 2
50.50 All right, let's try it later on, sir. As we confirm that the light status is solid blue, then you may relocate this to our node, and let's wait until they are now until they are connected to Trump. You can find it, if it's online or offline.
40:00
Speaker 1
I'm looking at right now. So, if I look at phones, for example, all it does is show me Mac address, manufacturer Apple, iPhone OS 18.2 and an operating system. It doesn't tell me what phone that would be though, you know, there's no... How do I identify it? [silence] Well we have two, we have two, we have two. One of the problems is that you can label anything what you want it to be, correct? I could just tell you that my cat's [silence]
41:00
Speaker 2
Hey, there's the label. Mom! [silence] You can go check it directly to the phone, [silence] whether it's the MAC address. [silence] Because Linksys cannot determine what product it is that is connected to the router or connected to the Wi-Fi.
41:00
Speaker 1
are connected to a single hub, which is incorrect. That's what I have, five. Then I come down and I see Linksys desktop. I have it connected to the FOT.
42:00
Speaker 2
[KEEP_UNCERTAIN] Yes, you can label it once or however if you want to know what device is that especially if there's no label you can just go to the device directly and check if the Mac address is the same Mac address showing on the device list on your router [silence]
42:00
Speaker 1
GS whatever Maine 2.4 so uh I can't I don't want to just take all these off here because if I take them off and then I have to add them back in again right uh I'd like to clean it up but I don't know how to do it efficiently is my problem. I think I'll just go ahead and wait. All right let's move forward. you want me to unplug these put them back in the room is that what you want me to do? All right can we just start with one or do I have to red do all of them? All right I'll do it right now. All right hang on. Just a minute please. [silence]
43:00
Speaker 2
Yes, sir. That is correct. Yes, sir. Yes, please. You can redo all of them, sir. They both know. Showing the model number.
43:00
Speaker 1
I have one more thing to add. I'm sorry. . I All right, they're all hook us up. What would you like me to do now? All right. You say there is no firmware to update these nodes. Is that part of the problem? What did you say? [silence] All right, so let me make sure you describe the issue because I'm trying to tell you what I've got. I'll reset that. [silence] Would you like me to write that message again? Do you see that new message? [silence] Probably easiest to shut the screen off when they're not being used, huh? Lost it now... [silence] Did you say you described what's up with... [silence] Describe the issue? [silence]
46:00
Speaker 2
all right so they are all hooked up we need to wait sir for about three to five minutes and uh since it's still starting up and let's wait if the light status will change to solid blue or change to solid red uh yes sir it will be the part of the problem also since there is no updated firmware for this model that you have so every time you're yes sir
47:00
Speaker 1
What what's the name of the model that you suggested to me up about one minute ago?
48:00
Speaker 2
Go ahead. The MX 6200, sir. So, every time your modem, sir, keep on upgrading or keep on updating their software, then in the future, there might be some problems with the connectivity with this router that you have.
48:00
Speaker 1
So is the definition of this rather the length [silence] Alright. [silence]
49:00
Speaker 2
Okay. [silence] You can check on the amazon website, sir, and also on your local stores. [silence] You can purchase it on the amazon. [silence] Right. So, sir, can you tell me, sir, what's the latest status of the nodes right now? [silence] Right.
51:00
Speaker 1
I have aqua in the office. I have red in the bedroom. I have a flashing red. And I'm going out to the third one. Okay, two of the three are [Aquas the one is red flashing red]. How do I fix that one? [silence] Do I have to wait a minute or? Um, All right. [silence] It has control uh, it controls the bac blah, the light, the light is you know, dark blue. [silence] All right. [silence] Why is it that my router will not recognize I'm not able to hook up from
52:00
Speaker 2
All right, so one is so flashing red. So kindly unplug it, sir, and then plug it back in. Um, let me see, wait, then it will start fading blue and let's wait for another five minutes after. [silence]
53:00
Speaker 2
Can you tell me what's the model number of that device that you want to add or you want to look up? All right. Let me see.
54:00
Speaker 1
Dash one O dash Z as in zebra.
55:00
Speaker 2
All right, good. Not missing you here. [silence] When you tried to hook it up, sir, what's the error message?
55:00
Speaker 1
It will connect. I can do it right now and tell you, but I what happens is the Redwood people have you have to put the thing in pairing mode, which I do. Make sure it's entered the pairing mode and what it basically says is this, this is a wired, I put this is wired right into your main node, you know, that's how pathetic this is. I had to wire it into the main node and it has power to connect to it, which I do that, okay? And to reach this pairing mode, follow instructions in the manual. I don't have the manual. It says devices are not yet paired, will automatically enter this state upon initial powerup. If automatic share present unsuccessful, you can manually add the device. And it says here, lighting devices. Well, this is for outdoor lighting, but let's just say wired devices. [silence] ensure the phone advisor on the same network. And I am on 5.0. And it says, power the device down for 10 seconds, off for 10 seconds, power it back on, press and hold the reset button for five seconds until the indicator light stays on, which indicates the device is in pairing mode. But then it says for Zigbee devices, make sure that there is an available Zigbee gateway device in the home, and it is on. Power off and power on the device for 10 seconds, press and hold the reset button on the device until the indicator light starts flashing, indicating the device is in pairing mode. And once you do that, you know, then, and that's, that that that is basically uh, uh, for man for manually adding it. Otherwise, it should automatically add it. Do you know what I'm saying? [silence] Yes, I have that's that's what I'm reading off that phone I'm reading off that device, and that information that information is what they're telling me to do. So, on a 5.0 right now, when I go to the device and I just plugged it in and it's now now it's searching. Okay, discovered the device. Wow. Okay. That's crazy. Now it says it's loading the device. How
56:00
Speaker 2
okay, got it. Let me double check up here. But did you download the app for this device that you have? I see, all right. I see, got it. thank you, sir, for this information.
58:00
Speaker 1
How is that possible? I've been fighting this all along. I don't even believe it. All right, let's give it a try again. Okay, nevermind, it just it just added the device for no some unknown reason. Yeah, it's connected. I just don't understand why I have so much trouble with it. I do I follow the instructions without any trouble and the result is exactly what I'm up against. The same the same thing, you know. Crazy. I'm gonna go look right now.
59:00
Speaker 2
I see so it's already connected. Well that's good to hear sir that the device but is already connected now. Okay so since the device is now connected sir let's proceed with the child node kindly check what's the light status is it still blinking red? All right
59:00
Speaker 1
No, it's actual blue. It's actual blue, man. No, I think we're good to go, thank you. You too. Bye bye. Okay.
60:00
Speaker 2
all right, so since they are all now aquabloozr, it means they are all now connected to the main node and also your device that you want to connect was already connected. is there anything else I could assist you with other than this? alright, thank you so much also for contacting Lincsess and have a good one. bye for now,
60:00