Speaker 1
[silence] Hi, my name is Lori. I my router went out. I got it back up again and my.
00:00
Speaker 2
Welcome to Lynxx 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.lanx.com](http://register.lanx.com ). Please have your device serial number ready. For assistance, Press one now. For out of warranty products, paid support may be o 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. I think if you're calling Lynxx support, this is [R10]. How can I assist you for today? if I may ask, ma'am, what happened to your system? Did you experience network outages, power outages, or you replaced a new modem
00:00
Speaker 1
but get it securely plugged in again. There's a really, it's Wi-Fi is backup, everything's good. The mother is working fine. Um, what color is it? Ah, let me take a look at them, mother, which is next to my router. The color of the button on top is sort of a green blue color. Does that make sense? This is the Linksys extender, I have these three pods. Um, that's the that's the it's the mother mode, it's the mother, the one that that sits next to my router.
02:00
Speaker 2
You know, for which device is this? Sorry, the one that you've mentioned that has a green or blue light, which node is this? Is this the parent node or a child node? So you just, what you did is you just unplug and re-plug the parents and
02:00
Speaker 1
That's right. Yeah, that sounds right. Oh, it's her, it's red. The mother is blue. Or blue green. Okay, stay with me. Can you hear me? Yes, okay. Um, the model number is snap password. Recover key.
03:00
Speaker 2
Can you double check for me ma'am? what's the light indicator showing for your child nodes? Can you confirm to me ma'am? what's the serial number for one of your child nodes, please? Yes.
03:00
Speaker 1
Maybe the model's on the mother and not on the child. Okay. The serial number is it's really too tiny honey. Make sure it's the password recovery keyword is, um, I can see it. 2 5 F, as in Frank, 1 0 6 0 8 9, 0, 8 179. let me take a look at the everything worked has worked beautifully on these things.
04:00
Speaker 2
You can just provide the serial number. [Silence] Does all of your Lenovo device have the same models?
04:00
Speaker 1
Up until I lost my router contract. Let me see if they're on the same line. Yeah, I guess so. 24F or No 5A 288. No. They don't have the same. They don't have the same serial number. The model number. Well, they came, all came out of the same box. Let me maybe the model number's on the mother. Let's just look. That's the bottom. Okay.
05:00
Speaker 2
are they have do they have the same model number ma'am? W H W zero one? Well, actually, they will really don't have the same serial number. Go ahead. Each node mam has a model number and a serial number.
05:00
Speaker 1
Okay, what is a recovery key? Is that something that I need to know? Just hold on. I'd rather not look. Uh somewhere else on the child. Name, password, recovery key, serial number, MAC address, I don't know what that is. Yes. Yes [silence] Sure, sure. I got my passwords and everything. Yes, my first name is Laurie, L-A-U-R-I-E. And my second, name is Linnel, L-I-n-n-Nell.
06:00
Speaker 2
devices with the same in the same box then they have the same model number. they're WHW01. may I know by the way your first name and last name so I can create a record for you. how about email address. lastly Mam who's your internet service provider.
07:00
Speaker 1
Oh okay. Yeah. I, yeah that's fine. Yeah, I ain't had any problems. I see there's a reset button on here. The lights are actually sort of pink now. I don't know if that means anything. They were red. huh. Uh I the the Yeah they're as you call it, red a sort of red pink color. Yeah. And I when I went on your app when I went on your app it says it's not one the app says it's not connected. I can double check that. Um the mother is solid sort of blue. green. green.
08:00
Speaker 2
We no longer have a record for you. You've record and we're creating a new one. [silence] So you just power uh you just reboot the device and then the childstill green stays solid red, is that correct? Uh-afri. Did you not try to click the reset button? Yes ma'am. So whenever
08:00
Speaker 1
Oh, okay. I'll pause it. say again. yes. I'm sorry.
09:00
Speaker 2
All right. Whenever that you wanted to check your devices in the app, so the app is just only for viewing. If you wanted to add your child nodes, you are unable to do it through the app because app is just for viewing. We no longer use the app because it's not anymore reliable. Now, ma'am, just to inform you, by the way, I was able to create a record for you in the system. However, in the system, it shows here that the warranty of your product has already been expired. And just to set proper expectation, we no longer provide free technical assistance for out of warranty devices, however, if you insist, we can still provide you a one-time phone support lasting only for 60 minutes, but there would be a fee for that. And that's $15. Now, if by chance you don't want to pay $15, it's okay. We still have a free option for you. [silence]
09:00
Speaker 1
I'll just pay for it. I'll pay for it for the one time right now. I've been at this trying to get him to get the router, I'm just burned out. It's been going on for a while. So I'll pay it, um, credit card. Yeah, yeah. [silence]
10:00
Speaker 2
So, for free, I can send you an email and how you could be able to troubleshoot your child node so you can connect it back to your network for free, but through email. So which one do you prefer? Just to set proper expectations before we process the payment, okay? If by chance, I know that you mentioned it was working fine earlier. Up until you reboot the device. If by chance that we process the payment for $[REDACTED_PAYMENT_DIGITS] good for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. We cannot guarantee you [REDACTED_PAYMENT_DIGITS]% that I can connect back your child note. The reason for that is because we no longer have any updated firmware for your node. Instance, your node is part of our first generation.
10:00
Speaker 1
Oh. That's okay. These things have been working perfectly. And it was just that mistake of having to reconnect my writer that they went out. And I've just forgotten how to do it. It's something about the pairing of these. So I'm pretty confident that we'll be able to make them work. I mean, the alternative for me after we bank, processing of $15 is having to go out to [silence]
11:00
Speaker 2
meaning to say, aside that we no longer manufacture this device, we no longer also provide any firmware update for your node. So if by chance it will be disconnected to your network, there is a chance also that we will be having a hard time connecting it back to your network. So if I cannot uh connect it back, even if you've process already the payment for $[REDACTED_PAYMENT_DIGITS], we cannot provide you a refund for the payment you've done if we cannot connect it to your network.
11:00
Speaker 1
I'll pass it on, buy a completely different product for extenders. Yeah, I understand. gee, that's that's a shame. I just, if you have a good product here, it's a shame that you're not no longer providing support for it. Okay. Sure. Yes, um, I will use the same name. Lori, L-A-U-R-I-E. middle initial is J. Last name middle, last name. L-I-n-n-e-l-l.
12:00
Speaker 2
OK. Alright, not a problem. Let, let's just set improper expectation cuz we cannot provide you a refund for a $5. Oh, uh huh. Alright. OK, so let me just try to open my tool here so we can process the payment. Uh huh. Sorry. Alright, so whenever you're ready, ma'am, you can provide to me what's the first name and last name that is indicated to the card we are going to use for payment.
12:00
Speaker 1
[KEEP_UNCERTAIN] and the card number Visa number is four one zero zero three nine zero seven five four nine four five seven four five and the expiry is [REDACTED_PAYMENT_DIGITS] and the three digits [REDACTED_PAYMENT_DIGITS] and I'm going to write these down step by step since you've told me all these things so I'll never forget, um, I knew it had to do with bringing them close to the mother, uh, but I don't know how close, and
13:00
Speaker 2
How about. Go ahead. Go ahead. Card number. Let me just send you. Also an email. Let me just document it here. Hold on. All right, I sent a copy of the transaction as well, ma'am, to your email so that later on, you'll be able to see the $[REDACTED_PAYMENT_DIGITS] that we have processed for the payment today, okay? Just for transparency. [silence]
13:00
Speaker 1
Okay, and then the other thing is, what you're going to tell me to do, moving forward here, um, is it written down anywhere? like, is there a sort of, need the independent. Okay. Okay, so the Okay. Yeah, so should I get rid of the app? I'll tell you one thing, the app is still working because it tells me that my mother is is is connected. My Internet is connected. What happens when I have to unplug it again, and have to move it to to its proper locations in the house, and its storage,
15:00
Speaker 2
no Madam no, it's not reading here so right now i can only provide you verbal okay if if the mother and the internet is working fine then you just close the app so we can add your two child nodes you can try to unplug your child nodes move it closer to the parent node at least two to three feet well No. It will work fine. It won't have an issue. Yes, ma'am. Yeah. It's already Wi-Fi 7. Your devices are just Wi-Fi 5. Device is still rebooting.
15:00
Speaker 1
I'm sorry, I wasn't able to find any transcript.
17:00
Speaker 2
So are they at least two to three feet from the parent nodes? Okay. Wait for at least two minutes, ma'am, because the devices are just rebooting. Are they still blinking now? It's not blinking? No, ma'am.
17:00
Speaker 1
No. Okay. Okay. Yes, I've unplugged them and did what you said. I've unplugged them and brought them right beside the mother and plugged them in obviously. solid blue. Oh, here, wait, one came on red. and take their time. Um, and the other one came on red, no. Okay.
18:00
Speaker 2
You don't need to press any button it. Did you move the uh did you unplug uh the child node right now or you just move the location? So, after you plug it back in. So, after you plug them back in, it just stays solid blue. Ooh.
18:00
Speaker 1
Okay. One second. it came back on the same color. that red pink color. Oh, you said 20. I thought you said one second. I'm sorry, try it again.
19:00
Speaker 2
All right, you can try. to press the reset button each of the child node hold and press it for 20 seconds if the hold and press the reset button for 20 seconds each node
19:00
Speaker 1
Okay. the sound block, they're both off, no light, oh, one's coming on blue now, yeah, the other 10, one, dark blue, okay. The mother is green. Is that the correct color for the mother? [silence]
20:00
Speaker 2
Okay, let's wait for at least three minutes so that we can check what light it will the child nodes shows. After you reset them, uh
20:00
Speaker 1
Okay. Okay. The new product that you have, is it easier than this? Yes. It is, OK.
21:00
Speaker 2
Yes, ma'am. It's the correct one. You don't need to make changes with that. They're different.
21:00
Speaker 1
hey, it's changed. So one turned red. G-a-other turned red. Mm-hmm. So they're both red now. [silence] [silence] [silence] [silence] [silence] uh-huh yes yes
22:00
Speaker 2
Okay, did they stay solid red? solid red or pink? or magenta? And how about this? ma'am, can you try to in the parent node only, okay? in the parent node, try to click the reset button five times, one press per one second, not too fast.
23:00
Speaker 1
[silence] to orange. It's kind of an orange color. Yes I did. And I'm describing what I saw it flashed orange a few times and went back to green for that blue green. And there's just still one of them's flashing. Hasn't changed. The other one now is also flashing.
24:00
Speaker 2
Meant [silence] you able to press the rest of their letters Brent's node five times. [silence] How about the child nodes? [silence] All right, so from from solid red or magenta, they now are blinking, right? Blink colors. [silence]
24:00
Speaker 1
if they do turn green and I move them unplug them and move them away to the proper locations will they come back green? Okay. give you how to write this stuff down um Yes. Yes. [silence]
25:00
Speaker 2
[silence] Let's just wait because we are still adding it in the network before we move them. [silence] Do not make changes yet. Let's just wait to turn green or blue.
25:00
Speaker 1
um, one's turning, uh, the same color as the mother, kind of a blue-green color. But it's still oh, it just flashed red again.
26:00
Speaker 2
Give it some time, it's still 2 minutes.
26:00
Speaker 1
I just came up to stand call. Green. So I got both of the the babies has the same colors the mother. That blue green. Oh.
27:00
Speaker 2
mhm all right give it some time ma'am it's still three minutes [silence]
27:00
Speaker 1
Oh. Yeah, I switched me. Went back to red, huh? Went to green again. So I'm going to uninstall the Linksys. I know quite but it's not going to help me. [silence] Nothing's changed. It has stayed the same. Are they shoes? color?
28:00
Speaker 2
what is it right now? what's the light showing? perfect! all right! okay. how about this? can you try to? can you try to unplug one child and then
30:00
Speaker 1
yes yes yes yes yes ask if you stay if you need on the thank you I
31:00
Speaker 2
locate it to one of the location just only one yet just one we'll wait for that child node to turn solid green before we turn on the other one okay yeah lets just wait for it to turn blue or green
31:00
Speaker 1
still flashing red and just keep the update
33:00
Speaker 2
man, by the way, for this location, how far is this child mode to
33:00
Speaker 1
Well, uh, it's not far. It's maybe 25 feet. The other one's going to be more challenging because it goes, uh, to the upstairs. Okay, this one's can green. It's, Oh, it's on the next floor. Um. Maybe Uh, that second pod's going to be more like, uh, 60 feet. Yeah. Yeah. The first one is really easy because it's, I'm sorry.
34:00
Speaker 2
the parent node where you placed it how many feet okay right let's wait for and how far from the child node so from the this current child node and down to the last location how far are they from each other the second floor uh 50 feet sorry is that correct Is this open space or is this open space or there are walls in between
34:00
Speaker 1
Rearranging my points here. Make sure it's blue right now. blushing read, washing, grain [silence] We did it. Thank you. No. Thank you very much. Bye bye. Okay. I have to get back down to where the phone is. Okay. Again, thank you. Bye bye.
37:00
Speaker 2
All right. That's good to hear, ma'am. So, all of your nodes now has already been connected to your network. You can uh, actually try to check also the Linksys app. Again, the Linksys app is just only for viewing. Adding child nodes, uh, it's not reliable anymore. You cannot use it. So, anything else I can assist you aside from this? You're welcome. So, again, ma'am, if you need further assistance, you can always call us back here. This is Rio from Linksys. Have a nice day. Goodbye. You're welcome. Goodbye. Hello, ma'am. You can now release the line. Okay. [silence]
39:00