Speaker 1
Oh. Hiya. I've just come off the call to one of your colleagues. Uh, I think his name is Dylan. Um, he's, we spent about an hour on the phone with him. He'd been great, and it was just for setting up our, um, uh, link, the Linksys mesh system. Um, but they, they all appear to be connected, but I don't now appear to have any internet. Um, so I'm showing strong connection to each of the devices around the house, but, um, I'm not able to actually connect to the internet. Now? I don't know what the issue is. Obviously, I have moved off the dashboard. So, I can't sort of see anything. I don't know if you can help me. [silence] Of course,
00:00
Speaker 2
[silence] Welcome to linksys support, to assure quality service. Your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling linksys, this is Eyes, how can I help you? [silence] I see, yeah. So to call before because your, [silence] I would like to focus on this for this session. Could I start by getting your name?
00:00
Speaker 1
Yes, yeah, yeah. We spent ages getting them all set up. So we've done the parent node, we've got the child nodes, they're all solid white. They're all talk, they appear to be talking to one another. But yeah, now I've gone to connect to the internet, I actually don't appear to have any internet. I can see a Wi-Fi signal, but there is no internet. So I don't know why that is. All white, so all solid white. No, we couldn't do that. Apparently it's a newer, there are newer nodes, so they're not supported on your app. And to be honest, when I went onto your app, I had problems with the app because I couldn't see all the text. The sizing was too big. [silence]
01:00
Speaker 2
added child nodes and that was already resolved. So now Uh-huh. Oh, what's the color of the nodes, the light color? So they are all connected and online. Did you set up your nodes using the app or the web? Mm-hmm. Okay.
01:00
Speaker 1
[DOWNWEIGHT] So we had to do it all sort of um connected to to your dashboard online. So please Can you speak English? Can you speak English? I'm I'm I'm I'm not currently I've navigated away from that. Um, but I can certainly try and reconnect it if you want to talk me through that. Yeah. Yep. P. Yep. Semicolon. Yeah. Uh sports Semicolon forward slash forward slash. Is that right? That's the rest. Okay. Hello. Okay. My router my router dot info Yep, is that it?
02:00
Speaker 2
I see okay so you're on the dashboard the links is now [silence] yes um on your computer open a web browser ah uh and it's uh you don't need to write http or http just just type in myrouter.info info
02:00
Speaker 1
It's try and hit return. [silence] It's not loading. [silence] [silence] Yes, it says it is. Yes, it says it is. But then when I try and connect to any web page, it's not - they're not loading. [silence] Or it was working ten minutes ago or five minutes ago.
03:00
Speaker 2
hit enter and then uh tell me what you see on the page is your computer connected to the wifi name you created? So um it may be that there is an internet outage from your community fiber. You didn't um check if there is an internet service interruption. But Okay. Let's just uh let's try to
03:00
Speaker 1
Yeah. Hang on. On my phone? So I go to settings and okay, I've turned my WIFI off. Yeah. Yeah, I've done that. I'll turn it back on. Yeah. yeah yeah it says no internet connection yeah so it's showing the wifi signal as being strong but underneath the name for underneath our wifi name on my iPhone it's saying it's got the internet name and underneath it's saying no internet connection
04:00
Speaker 2
On your phone, can you try to refresh your Wi-Fi connection? Try to turn off your Wi-Fi. Mhm. Yes. Just click on the Wi-Fi icon. Yeah, just click the Wi-Fi icon, turn it off. All right, then turn it back on, and check the list of available your Wi-Fi name is being broadcast. So when you try to connect, it says, um, no internet, connected but no internet. Mhm.
04:00
Speaker 1
I have, yeah. Yes. I am, yes. Should I do this through data or through, because on the Wi-Fi, it's not connecting. So, do I do it through my phone signal rather than the?
05:00
Speaker 2
Are you sure that is your WiFi name? Because it seems that you have updated your WiFi name and password. So, are you connected to the new WiFi name? Now, since your phone is connected to the WiFi name, I want you to open a browser on your phone. and then type in the browser 192.168.1.1. Hit enter. And tell me what do you see in the screen. [silence]
05:00
Speaker 1
Wi-Fi. Hello. Computer. I'll try that then. Um, yeah, 192. Yeah. Sorry. Yeah, uh, yeah, it's still 192.168.1.1 yes? Yes? Yeah, it's not working on my phone or my computer. Sorry. 96.1
06:00
Speaker 2
You can use your computer. Make sure your computer is connected to your Wi-Fi name. [silence] even if it says it has no internet just connect to the wi-fi name. Yes yes, yes. it doesn't show? Uh can you, can we power cycle your modem and your parent nodes?
06:00
Speaker 1
[DOWNWEIGHT] which one right on the parents or all the or well all the more yeah plodger yeah yeah yeah okay I'll get another 10 seconds
07:00
Speaker 2
there is a power switch button on your yeah the parent, the both of them, let's start with your parents' node. Um, turn off its yeah you can unplug its power cord adapter from the power outlet or just turn off the power switch. And then you also will, okay. So, let's give it a a moment. Let's give it a moment. Uh, let's uh, unplug also or turn off your modem. Okay. So let's wait for 30 seconds. After 30 seconds, I need you to turn on your modem first. Your modem, okay? Let's start first with your modem.
07:00
Speaker 1
yeah, right i'll turn that on. I've got one light. do I wait for the modum, modum to light up first? yeah. okay. sorry. yeah. yeah. Yeah, that's and we're not there yet. I'm still waiting on the modem. it's it's cycling through the lights. sorry. okay, it's two lights are solid out of the three. I'm waiting for the third light to come on.
08:00
Speaker 2
Okay, so let's just wait for your, let's just wait for your modem. Let's wait for your modem slide to stabilize first and check the internet light indicator on your modem. If it's like it's solid or stabilized then let's power on your parent node.
08:00
Speaker 1
and that's not doing anything at the moment. Oh, maybe the third light is is the light when it's connected to the um parent node. So there's two solid lights, so I'll connect it to parent node shall I? turn the light, turn power the power the parent node on I think, okay. Yeah, so it's OK, good. So all three on the modem are solid. Now the parent node is flashing blue.
09:00
Speaker 2
Yeah. Power on your parents not. Since the light on your modem are stabilized, then turn on your parent node. [silence]
09:00
Speaker 1
Are you, are you based in the Philippines, as well as the guy I spoke to earlier, or are you somewhere else? Well, okay. Dan? I'm sorry. Okay, that is now a solid white light. Oh, God. All right, sorry. All right, try to hit return on that number again. 192 6 8 11.
10:00
Speaker 2
Yes, uh we're based in Philippines [silence] Okay uh uh refresh first your
10:00
Speaker 1
Ah. Alright. Yeah, go. Yeah. I'll do that on my phone as well. Yeah. Yeah. Uh it says let me try it one more time. Um.
11:00
Speaker 2
Wi-Fi connection. Turn off and then turn it back on. And before you open the, 192... that I need you to connect first, to the Wi-Fi, okay. And tell me if it says connected, but no internet. Or it says connected. If you get a check mark, or if it's only say connected, then I think you have an internet. But if it say connected, without internet, then it might be a problem with your internet connection. Or the nodes were not properly.
11:00
Speaker 1
Okay. Okay. On the computer, it on the it on the computer says it's connected. Right, now 192. It says this connection is not private. So do I go to show details? Show details. Yeah. Okay. Uh visit this website. Yeah. Um, no, the route I'm trusting route password. So that's the um, the new password. Yeah. I knew I did. Um. Oh is it? I didn't He's rather
12:00
Speaker 2
Setup. So when you connect to the Wi-Fi name, okay, proceed. Yeah, just go advance, proceed to the site. Are router password, did you create a router password previously? It's different from your Wi-Fi password. The router password is different. Yes.
12:00
Speaker 1
I said the original router password, the one that was default. Is that, is that, is a default one? [silence] I'll try. [silence] Yeah, [silence] admin, yeah. [silence] [silence] Oh, just that that's it, just admin, okay. [silence] No, no, it didn't let me do it. Let me put the original password in. [silence] Yeah, I'm just doing uh, uh, [silence] I don't know.
13:00
Speaker 2
there are routes. let me check first because your links is or router usually have when you force, um, can you try admin? a d m i n what's the system? it's admin. you would log in. okay. okay. the Wi-Fi password of your parent node, the original, the default. hmm. uh the admin actually is. [silence]
13:00
Speaker 1
right, we're on, yeah, yeah, yeah, yeah, it's dashboard it's in a dashboard okay, I'm in, right, so it says in sets online and it's showing oh, it's only showing I don't know yeah, it's only showing two of the uh, children's devices uh child nodes, I think, do I hit menu? Is that what we do? [silence]
14:00
Speaker 2
If your parent node was not set up, then it's the admin. But since your parent node is already set up, we're gonna use the wifi name, okay, you're on the dashboard. Okay, so you can see it's asking for your internet connection online, the model of your like version uh license and then here uh node IP so we're doing so we're gonna do a quick setup of your eth node okay internet settings it's your model. Yeah, you can click on the menu so that you can see any details of your nodes like the wifi settings.
14:00
Speaker 1
Okay, so I, let me, can I just go and check the, um, the child nodes and just check that they're all lit and appropriately. Um, there were fair bit on the dashboard. Oh, okay. I, I couldn't, so on the dash, well, on the dashboard, I can only see so on the top of the page, it's got the, um, community 1 2 8 3, which is the parent node. And then it's only showing, it's only showing two of it's only showing, uh, it says it says there's three nodes, two devices, my network.
15:00
Speaker 2
the incredible wi-fi, you can see that your wi-fi name and credentials. You can... you can actually check on... Yeah, on the dashboard itself. You can check there because it will show you.
15:00
Speaker 1
It's only showing. There should be. There should be four. So there should be four nodes. There should be four in total, including the parent. Yes. yeah, sorry. Yeah, bear with me. That's solid white. I'm gonna go back downstairs. So we've got house guests that have just arrived. That's solid white. And.
16:00
Speaker 2
So since it's showing three notes. Since it's showing three notes, then that means you have the parent node and your two nodes. For. So you have three wireless child nodes. Okay, um, check all your nodes, see if one of them is not showing a solid red line.
16:00
Speaker 1
and the last one is down in her and that's solid white so one two three so i've got three child nodes all showing solid white and the parent node showing solid white but the dashboard only showed two child nodes um okay let me go back to the computer oh sorry i'm a bit of a running around yeah right okay on the dashboard um okay what do i do now okay well it says i'm connected i i appear i appear to be okay okay i think it's all working to be honest i mean i've got a speed check
17:00
Speaker 2
That's fine. Um, so. Yes, you're connected. Um, I want to know uh, yes. [silence]
17:00
Speaker 1
Do I go around to check each of them at various points? Or do you think we're done? Yeah. Yeah. I've done that. That's fine. Yeah. Yeah. Yeah. Great. Yeah. Yeah. I think it looks like it's all. It looks like it's all working. So um that. No. We're good. Thank you so much. I think we're good. We appreciate your time. Thank you, both. Thank you. All right.
18:00
Speaker 2
yes um you can uh check or not but to confirm that you have internet access just open a web browser like google.com or youtube and if it loads then that's fine so you're already the setup is completed so you can you can navigate uh the dashboard on that Linksys now if you want to check anything with regards to your router you want to check on the guest wi-fi your wi-fi settings your devices just hover over all right so no other concerns okay yeah you're welcome uh it's fine it's my pleasure to assist you and thank you for calling Linksys again
18:00
Speaker 1
[silence] Thank you. [silence] Appreciate it. Bye-bye. Bye. Bye.
19:00
Speaker 2
Done. Take care. Bye.
19:00