V2 Rubric Detail — 598dc5d2-6e8d-11f1-9…

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.Dotsys.com. Please have your device serial number ready. [silence] For assistance, press one now. For out of warranty products, paid support may be available. 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. Hello. Thank you for calling Linksys. My name is Bella. Is this your first time calling? [silence] May I confirm your first and last name?

And how many link systems [silence] do you have? You have [silence] six total of links devices. Okay. And [silence] do they have all the same model numbers? You have MX4000 for one node.

and how many for MX for MX2000? Do you open the Linksys app from time to time? Okay. All right. one moment, let me check something. while I do something here, um what is the what are the light indicators of all your signal? Okay. solids. Mm-hm. Mm. What is the I see Oh. Okay. So, um you can see an

Let me see the app.

what is the wifi name for your link sys that you've set up? What is the wifi name that you have set up for your link sys system? No, like how you connect your device to the wifi, right? The first thing you will check which wifi network will you connect the device to? So what is the wifi name you set up for? Yeah, everything's actually showing up online. Can you please go to your link sys app dashboard?

You know what you're doing, okay? You go to the upper, left-hand corner, there's three lines. That's the menu button. If you, if you click on that, you go to network administration tab. Go to diagnostics. Go there, go to network administration. Go to network administration, go to diagnostics, okay? and they say now network logs, please let them send it twice, okay?

[silence] Hello. [silence] All right. [silence] sorry, [silence] for that long halt. [silence] we'll just need [silence] a [silence] little bit more time [silence] to check [silence] [silence] the diagnostics Thank you to send us. Please stay on the line. I'll be right back. [silence] Hello. Hi, thank you so much for videoling grid. So, um, for uh phone checking here, um, this is possibly uh coming from the IoT devices. There was just an interference with the 2.4 frequency bandwidth of the wireless network. So, um, what we can help with this one is to adjust the channels for 2.4. it means that the 2.4 network or the 2.4 bandwidth of your wireless network was um what we call overwhelmed uh with the IoT devices. Um, IoT devices they

connect automatically to the 2.4 network. Up and checking here. There are a lot that is connected to 2.4. So we will try to adjust the channel. So we will determine if this will work. right, that's what we actually meant. This is referring to the 2.4. Yeah, the devices that connects directly to the 2.4. So there's an interference, that there is that's one of the reasons why. May I know if your mo from Xfinity. Is this also broadcasting its own Wi-Fi network? right, I see. So, if it's okay, we advise you to ask Xfinity if they can turn off the Wi-Fi of your modem from them, just so you eliminate interference of 2.4. Considering you have a lot of devices joining in. to the 2.4 band. Yeah, so there's there's the interference. And then so, we need to ensure that you can turn off the wifi from the modem that's provided by the internet provider. So I can go ahead and check our internet mark for you if you have preferably the best. The worst is device na pada anong network sa,yong 2.4 sa, ngayon.Because if there's too many interference going around. will have a great difficulty in connecting to wi-fi. Do you? go ahead and check our internet mark for you. if you have preferably a 5G device that can take advantage of it. Yep, I suggest you get the 5G device if you have any in hand. That's the best thing that you can do. Make sure at least the modem from your provider is turned off. We only needed and have one single 2.4 network so that there will be lesser interference in the 2.4 band.

showing here that needs to connect to 2.4 of your Links is mesh system. No call okay. So most of your devices are connected to your Links is network. So, one of the interference of the 2.4 network are, for example, neighbor, Wi-Fi networks. And if your modem is a gateway, that means it's broadcasting its Wi-Fi that could be one of the interference for the 2.4. So, it could be helpful if we'll turn off the wireless network of your modem since you are utilizing most of your devices to your Links is network. [silence]

disable the wireless network, yeah, yeah, you still have internet. What will happen is that it will lessen the interference of the 2.4 frequency of your linksys Wi-Fi. So that's the first thing needed to be done. At the same time, if you have a laptop or your computer, so we can access your linksys and we will adjust the channel for the 2.4 frequency.

Okay, that's good. Yeah, we can try that. Yeah, as long as it will be just connected to your Linksys network. Um, you can call them later. Uh we can first adjust the channel for your Linksys settings. All right, so let me know. Yes. Okay. Uh one of the reasons.

Okay, all right, please verify if this is connected to your Linksys network. All right, good. This is Windows. Okay, do you have a Chrome browser? Okay, let me know if Chrome browser is already open. [silence]

Okay now on the main address bar at the top where we usually type in the the website please type in my router in one word. .local. Enter and let me know what it shows on the screen. Okay, let's open a new tab. There's a plus sign that you can click on at the top of this browser. Once you click the plus sign you can type in another website. So try again myrouter.local. [silence]

where the cursor is located. Okay. All right, can you please scroll down, look for the word continue, and then click if you see continue. All right, let let's go to go ahead and click advanced. All right, and I'll look for the the word that says proceed. We're accessing your um Okay, yes, go ahead, click then proceed. [silence]

Okay. Yeah.

Alright, does it does it tell you to create a new admin password? Um, alright, okay. Uh, this is just an admin password uh for you to access the settings. Uh it's not the Wi-Fi password. So, uh, create an admin password. It should be unique. You can take down the password as a router slash admin password. No, um just remember this password as the router or the admin password of your linksys Settings.

What is the number for 228? Okay, hold on. [silence] All right. Can you please try again one more time to create the admin password?

Okay. I believe you can see the Linksys Smart Wi-Fi tools? This is, yeah, are you on the Linksys Smart Wi-Fi tools page? Smart Wi-Fi tools. All right, okay, good. Okay, so what we're going to do, we're going to scroll down. We're going to reach up the very bottom of the page and we're going to look for CA for California. It's a very small text located at the very bottom of the page. C.A. Um it's, okay, CA, if you click CA, um it will just reload the page. Let me know once you're on that CA page. Okay, we'll note it here. The linksys Smart Wi-Fi tools, customer help page, CA. All right. Now, what you want to do is there's a form here that says, would you like to be contacted by a technician? This form you want to fill out. The name, you can use your name, your first name, your last name. We'll go ahead and fill in store as Mr. Tenamma. STORE. Make sure you click I plead guilty to know, I plead guilty? Constitutes an offense under California law to knowingly make any false statement, either oral or written. Please start talking the statement that I'm going to say, bond the statement that I'm going to say? Issue myself making a promise to appear in court?You're going to click that one. That one. Then that one. Phone number, use 925673XXXX. For you normal area, community, I'll just use Mr. TANOMMA, first and last name. Okay, then.

Sure, so after CA, we're going to click on the Wi-Fi settings. Look on the left side of the screen. The Wi-Fi settings tab is located under the router settings. Okay. let me know if it's opened. Okay. So we're going to look at the 2.4 gigaHertz band. So below that you will see there should be channel uh that should be set up as auto under 2.4. Okay, just the channel, not the channel width. So we're going to click the drop down arrow of the channel and select the number 11. Mm-hmm. [silence]

channel 11-2.462. Okay. Can we please check the security mode under 2.4? What does it show you there? Well, the one that's up there. Okay, that's all set for your IoT devices. Okay. So, we're going to save the changes. Uh at the bottom you can click apply and then agree to save the changes. Right. All right. So, okay. We'll just wait for a little bit after it's successful. Yes, go ahead. Uh click okay.

sure yeah no worries alright no worries it means that the

[silence] Settings is already saved. um your Wi-Fi just restarted for that settings. um you can please check if your Wi-Fi is still there on the Wi-Fi settings, if you can still see it. Mhm. Uh no need. Yeah, no need. So, um what we want to check is um if you can still see the Wi-Fi of your Linksys uh for example, yeah. For example, go to the Wi-Fi settings of your phone. Check if the Wi-Fi is still there. Yeah.

[silence]

Okay, can you try to turn off the Wi-Fi of your phone and turn it back on. Let me know if it still shows you two bars. Three bars and what model number of the node you're very near to? Uh, six feet away. Is it the MX 2000 or MX 42? Um, is it blinking or solid? Okay. And that is still reconnecting because they are restarting after the settings. uh, what is the model number for this? Yes, please.

[silence] OK Max 3,000. OK. Um, can you try to open the link? See if you can so you can send, again, the diagnostics. Let me know if you're inside the application. Okay. Okay. Uh yes, please do. Thank you. Okay, so we will check if that node will go back to solid blue. Alright. Um, while I check the diagnostics that you just sent me, um, and while I put you on hold, just observe the light if it goes back to blue and if it continues to show a blinking red again. I'll be right back. One more minute.

all right, hello? all right. Thank you so much for staying on the line. May I confirm if it is now solid blue. Okay, yeah. Um, the nodes were uh, the wireless child nodes were just restarting after we did the manual change of the channels. All right, so, um, we've checked here all the firmware for your Linksys system, devices where we're actually up to date already. There should not be a problem with that. Your Linksys is stable online, just that it's an issue with the 2.4 frequency interference. And with regards to the Linksys application, this is an app issue which I will report to our software engineers. The app is not showing a real time on your end, so I have to report it to them so they can investigate what's going on with a Linksys app. If if if you can observe if it happens again on the Linksys app that it will say that it's offline but your nodes are showing solid blue, you just send us the diagnostics the same way how you do it earlier. Yeah, so we can have a monitoring here for that issue. So yeah, I think we need to observe after this adjustment if some of your devices still has intermittent connection especially for devices that only connects to 2.4 gigahertz network and not 5 gigahertz.

and then request uh comcast to disable the wireless network of your modem uh, because we um the the linksys system restarted after we adjusted the channels they they will be needed to re reconnect. Okay, sure. I see. Okay. Okay. Sure. Okay. All right, great. You're welcome. Thank you also for staying on the line with

thank you, and yeah, um just uh give us a call again if you need help. Um just present us the case number that is one two nine nine two four. Yes. All right. You too. You're welcome. All right. Bye bye.