Speaker 1
Hi, um, I have a Linksys Velop mesh router and nodes and it all of a sudden, um, disconnected the uh, the child nodes and now I can't reconnect the child nodes, so I'm having trouble getting my network back up online.
00:00
Speaker 2
Well, come to Linus's 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. This one in column. Hi, thank you so much for calling. This is wish, I can help you. What's your number? number I'm the number of uh the nodes.
00:00
Speaker 1
hold on one second. [silence] Where can I find them? Oh, uh, MX 6200. including the one next to the modem. A parent and two child. Parent and two child? spectrum. Um. 5 8 W 1 0 M 2 4 E as in Echo 0 4 8 3 5.
01:00
Speaker 2
00:16;30,301 - 00:25;371 How many notes do you have the total? peace. 00:29;781 - 00:34;831 So what's your internet service provider? Can I have the serial number of the child note?
01:00
Speaker 1
So after M 24 be 0 four, eight, three, five. So solid white. Solid blue. And next to each other. Okay. Five feet.
02:00
Speaker 2
Okay. Okay, so just to verify that's going to be 58 W 10 M to E 0 4A 3 5? Okay? Yes, that's correct. Okay. Okay. What's the light indicator of the parent node? How about the child nodes? Can you tell where they're located right now? Right next to each other. Like this close. Very close. Okay? Um, it has 20 color indicators. For the parent, there is green right in the middle, separated. Okay, so... For the child, there's yellow and green. Green associated to power. Uh-huh. Okay. And then what? So for the parent, it's to right next to each other? Okay. And then the child. Okay. And then you mentioned like 7. 7? 7.
02:00
Speaker 1
Patrick last name S-I-E-M-O-N. S-I-E-M-O-N. Correct. P-A-T-S-I-E-M-O-N. Correct. Yes. Say that again. Uh, through the app.
03:00
Speaker 2
5P I Tink before restart, can you please provide me your full name? okay you your first name is Patrick your last name is what? okay, how about your email? M [silence] Okay. Okay and um have you tried to reconnect the node sir? How did you try it? How did you try to reconnect the node? And did you encountered
03:00
Speaker 1
I did also the child nodes were showing as offline originally they just randomly disconnected so then I um unplugged them put them close to the router uh did a factory reset and then I removed them from the network and now I'm trying to re-add them and it's not discovering them uh it just says move it says no nodes found move closer to uh sure give me one second I have to re-plug it
04:00
Speaker 2
Okay. what's the error when you try to add them? Okay, alright. can you make sure that the nodes are just within five feet of the parent node?
04:00
Speaker 1
okay, it's within, my feed, but now it's just re-powering up. no, I don't have the ability. I don't have another plug to plug the other one in, so I'm going to do one at a time.
05:00
Speaker 2
Okay. Let me know once they turn solid blue. So there are two nodes right next to the parent node now. And they're both solid blue.
05:00
Speaker 1
Yeah. I also had another question for you while this powers up. If I were to plug in just a single node next to my modem, that should give me normal speeds, correct? And the Wi-Fi should function properly without any child nodes. Theoreturally, right? The child nodes just extend the network, correct? That's where I think there may be another issue, because when I only have one node connected, my speeds are, like, 3 megs download. When I have, and then when I connect
07:00
Speaker 2
Yes. Yes, sir. Mm-hmm. Are you right next to the parent node when you do that? Uh, what's your subscribe speed by the way?
07:00
Speaker 1
Yeah, when I direct connect into it. I mean, close it's like 800 900. Um, okay, so the other one. Yeah. Sure, we can do that. Um, okay, the child node is solid blue now. Uh, sure, hold on.
08:00
Speaker 2
[KEEP_UNCERTAIN] Did you try to check if your modem is providing a gigabit speed? So you connected wire directly to the modem? Okay, we will also try to we will also test that sir if you want. All right.
08:00
Speaker 1
Sorry, what's the brand and model, did you ask it's a spectrum, I don't know where I can find the one one. Yeah, I'm just about to run a speed test now.
09:00
Speaker 2
What brand and model of your modem, by the way? Yes, of the modem. How many ports do you have at the bottom? I mean, at the back of the modem. How many ports do you have? Okay, so you did disconnect the parent node and connect your computer wire directly to the modem.
09:00
Speaker 1
Yes. I'm getting - I mean, yeah, it's slower. I'm getting 370 down, 12 upload. Correct. Cat five. [silence] Uh,
10:00
Speaker 2
you're using speedtest.net okay so it's not even half of your uh subscribed speed what's the cat uh I mean the cable that you're using sir cat 5 well I guess there that you need to first call your internet service provider uh if this is a cat 5 E sir or cat 5 only [silence]
10:00
Speaker 1
Yeah, I was going to say, can we still, can we still add the child, then? Do you mean to power it off or no just wait for the light to come back on. [silence]
11:00
Speaker 2
at 5 E. All right, so, um, yeah, my recommendations there is that, um, is to call your internet service provider so they can check your modem, since it's not providing the right speed that you're subscribed with. Um, I believe that the issue comes from the modem, um, as first we've ascertained, just it directly, like connecting a computer to it. But for now, let us just add the child node. Sure, so you connect the parent node back to the modem. And let's wait for that to fully boot up. Yes. Yes, you power on the parent node.
11:00
Speaker 1
well, it still has power all i did was disconnect the ethernet do you want me to do you want me to power cycle it or no? red solid red it is is
12:00
Speaker 2
Yes. So just connect the internet cable again, back to the parent note. No, it's not really necessary. What's the light indicator now? Blashing red or solid red? Okay, please check that the uh that the cable should be connected to the internet port. Okay, well if that's the case, let's reboot the parent note then. Unplug and plug off.
12:00
Speaker 1
Okay, it's just powering up blinking blue. [silence] All right solid white now. Oh, sorry. Never mind. I just went to red. Yeah.
13:00
Speaker 2
Okay, now you connect your How about the child node? Is it's all it do? [silence]
14:00
Speaker 1
sorry could you hear me okay [silence] hello do i still have you [silence] okay sorry i just wasn't sure if you're [silence] Okay. It's back to solid white. the parent node. Do you still have me? Yes. So press the reset button five times on the parent node. [silence]
15:00
Speaker 2
Okay, so it's back solid white now. okay Now we'll try to add the child node via the five press method, all you need to do is press the reset button of the parent node, uh five times within five seconds. It's gonna be like this. Um press release one, press release two, press release three, press release four, press release five. Yes, on the parent node. It will send signal to the child node uh
17:00
Speaker 1
Should I make sure the other child node is plugged in while I do this or it doesn't matter. Okay. Uh, solid white light blinking on the parent node. Okay, now it's back to solid white and child node is blinking blue.
18:00
Speaker 2
Since you don't have the opportunity or the way to power on the other node then just do it on the first one.
18:00
Speaker 1
Child node is blinking white now. Yeah, parent node's solid white right now. [silence] I'm just still blinking white on the screen.
19:00
Speaker 2
Okay. So, it seems that the note is keeps on blinking white for over five minutes already.
30:00
Speaker 1
Yes. Yes, parent node is solid white. How do you want me to reboot the child node? Unplug it or? [silence] Okay, unplugged and plugged back in.
31:00
Speaker 2
Can I try to reboot the child node? How about the parent node, so did it turn solid white already? Unplug and replug.
31:00
Speaker 1
Still blinking blue. [silence] Still just blinking blue Okay. I believe so. [silence]
32:00
Speaker 2
Okay. Try to reset the node again, sir. Press and hold the reset button until the light turns off and turns solid. do do you have an extra cable, sir? According to Kaywell, okay? Can you get the cable, sir, and connect this node directly to the parent node? So from the parent node, sir, it's going to be on the internet, I mean on the ethernet port, and on the child node should be on the internet port. Okay.
34:00
Speaker 1
And it needs to be an Ethernet cable or can be a different cable? Oh my . My uh that's fine. I guess I do. My parent is connected to the TV but I'll connect them directly right now. Hold on. Before I drink. after I reset the child, the light hasn't turned back on. Do you want me to unplug and plug it back on? Nothing. Blank, black. It's plugged in. It checks the lot power strip. Sure, I can try.
35:00
Speaker 2
What's the light indicator the child knows? Check the power cable. If it took off properly. Check the power switch. By the way, is it connected directly to a wall outlet or in a power strip? Can you connect it where directly to uh I mean, can you connect it directly to the wall outlet?
36:00
Speaker 1
okay... Blinking blue.
37:00
Speaker 2
Can you see what color? The indicator now, is the child node connected now directly to the parent with an Ethernet cable?
37:00
Speaker 1
Um, it's still blinking blue. Solid white now. On the child and the parent. Yeah. Yes. [silence] My Linksys app says ready to complete setup. Should I complete setup? Select quick setup. From the child?
38:00
Speaker 2
Can you open the linksys app and check if it shows connected? Uh, no. Uh, I don't want to complete setup and then it says quit setup. Yes. Can you disconnect the cable for now sir? Yes.
40:00
Speaker 1
uh. Yep. White. Yeah. Sorry, it's making me log in again. [silence] What the heck, keeps booting me out, logging me back in. Uh, it said getting router settings, and then it re-logged me out, and now it's log in with my email and password. Okay. It says router password.
41:00
Speaker 2
What does it say on the app there? How did you log in on the app? Okay, um try to log in using router password sir because our links's smart WiFi Cloud has been discontinued, and I believe that links's smart WiFi account is no longer work. We use router password sir. That's the other option to log in. Yes. So the router password sir is the one you created during the setup if you did not remember your smart WiFi password the one you created on that app. Right? Uh log on using the router's network. If not, stay there, sir and I'll try to update app. Okay, yes, log in using router password, please.
42:00
Speaker 1
Oh, I can't have the same... I can't have repeating characters. [silence] All right. uh it's getting router settings uh log me back out i'm trying to log back in again like yeah but i'm trying one more time it says getting router settings Yeah, just logs me back out.
43:00
Speaker 2
Okay. Now what does it say? What's an indicator of the child mode, sir? It's logged you back out again. Can you try to first close it up and reopen again, sir?
45:00
Speaker 1
And then do you want me to try to log in again? Okay. Okay, trying to log back in again. [silence] Okay. I'm in that. And it shows the parent node. Correct. No child nodes on the dashboard. By holding the reset button.
46:00
Speaker 2
parent node only only one cell mode showing on the dashboard can you try to um unplug the node and plug it Try to reset the node again sir please yes press and hold until the light turns off and turns solid blue
47:00
Speaker 1
D turn solid blue or red? Okay. Blinking blue.
48:00
Speaker 2
press and hold until the light turns off and then solid blue okay, what's the light indicator now let me know once it turns solid [silence]
48:00
Speaker 1
OK solid blue. [silence] Okay, I'm just trying to navigate there. Okay. Add a node. Add a node. Add a node. Add a node. Add a node. It hasn't known it adding known it hasn't, okay. Looking for child notes. in the setup area. This could take a minute. Now it's just adding your child nodes. This could take up to four to six minutes. Uh, child node just flashing blue. And then parent is flashing white. Actually now both are flashing white. still same thing loading adding child adding your child nodes could take four to six minutes the program [silence] slowly moving. Um the app says we didn't find any nodes try again or troubleshoot. Uh, flashing yellow on the parent and flashing white on the child. Oh, now it's solid. It's solid white on the parent now and flashing white on the child. Um, my app just went blank. Uh, now I'm just back at the home screen on the app.
50:00
Speaker 2
Okay, what's our light indicator now? Hello? Okay, and what does it say on the app? [silence] The third node is still flashing white.
56:00
Speaker 1
correct so that say that again okay okay so just wait three to five minutes okay
57:00
Speaker 2
Hey, let's just give the child node uh three to five minutes to fully boot up anyone. It's gonna turn solid white later on any let's just wait for the child motor to turn solid white. Uh please closely observe. Let me know if there's any changes. Yes sir.
57:00
Speaker 1
Hi, uh, still blinking white. Yes. Okay.
59:00
Speaker 2
[silence] Sir, what's unavailable indicator, sir? Okay, how about this one, sir? Can we try to reboot both a child node and a parent node? To turn off the child node as well as the parent node, and then power on the parent node again. Wait for the parent node to turn solid white before you power on the child node.
59:00
Speaker 1
Sure. So you want me to wait till the parent is solid white and then connect the child? The other child?
60:00
Speaker 2
you have a you have a second or you have a different child node, right? Can we try to add it, sir? Let us just set this aside. We'll use the other node. You disconnect the or
60:00
Speaker 1
Okay. Okay. But you want me to wait until the parent is full white? Okay. Yeah. Okay, parent is blinking white, and child is blinking blue.
61:00
Speaker 2
the first node that we are trying, that we've tried to add. No, while the parent node is trying to boot up, you power on the other node. Within five feet of the parent, okay? [silence]
61:00
Speaker 1
The parent is solid white now. Parent Uh, child is solid blue. okay parents blinking white. Child is blinking blue. [silence] [silence] [silence] Parent is yellow blinking. parent is solid and child is blinking light. Yes, hold on. [silence] It doesn't seem to be working. That the when I need you to run a speed test or do you want me to try a browser page to open a web page.
63:00
Speaker 2
You can't log in, you cannot-- You can connect to the Wi-Fi. your computer's. your computer's the Wi-Fi of the parent node. hahahahah Hahaha. for certificates. Okay, what does it say? No, no, no. Open up a browser. Did it say connected sir, or connected, no Internet? Or,
71:00
Speaker 1
it's connected. It see it's it's it's very slow. No No period my router dot info. [silence] I'm trying. Uh It says trying to reach Linksys now. If you're trying to administer Linksys now. Yes. No, I did. And then I [silence]
72:00
Speaker 2
Okay, open up a browser and then type in on the address bar my router dot info. Yes. Okay, what do you have sir? Hello? No sir, you type in uh you type in my router dot info sir on the address bar. Are you using Google Chrome? Okay, you type it on the address bar sir not on the search bar. [silence]
72:00
Speaker 1
I got a page and it says, if you're trying to access this here. Say that again. Yes. [silence] It says my connection is not private. Okay. Proceed.
73:00
Speaker 2
Okay, about this one. So you type in 192.168.1.1 on the address bar. Okay, scroll all the way down, click advanced.
73:00
Speaker 1
Okay. So sign in. Internet connection is down. Yes. Okay. It's the smart Wi-Fi page so that smart Wi-Fi tools router settings blinking white okay I'm ready yes solid blue light came on
74:00
Speaker 2
okay. okay, what's the light indicator of the child note now? let's reset it one more time sir um press and hold the reset button until the light turns off and turns solid. or we we will do it uh for a minute sir. i will run the timer on my end. press the reset button. i will tell you when to release it. okay, is it are you pressing it now? [silence]
75:00
Speaker 1
hmm should i keep holding solid blue light off blinking blue light It says CA. Yes. It says waiting. Uh, yeah, it's done. Okay. Okay. Child has solid blue also. Um, sorry, say that again C.A. router setup? Yeah.
76:00
Speaker 2
Okay. Now, on the linksys page, you click on CA router setup, that's the last option on the connectivity page. Okay, did you click on it? The CA router setup or vellop setup? Yes. Okay, and then click on add wireless cell node.
78:00
Speaker 1
Uh. Doesn't look like anything's happening. Yeah, nothing happens. Okay. [silence] Solid blue. Parent is blinking white. Uh, both are blinking white now. Yes. OK. OK. Under basic, I don't think I have that.
79:00
Speaker 2
We're waiting for that node to fully connect, sir. Can you decide to go back to the browser page on your computer? Okay, under the browser page, sir, click on the basic sub under the Capability page. Can you go into one? Under basic, there's, like, a word that says Details, and there's a bar down arrow right next to that. Can you click on it? And yes, under the basic tab, there's the word Details with the bar down are right next to it. Click on it.
83:00
Speaker 1
Oh, sorry, sorry. Okay. uh, 1.0.14.2163738, 1.0.14.2163738. um, parent is solid white, and child is blinking light. And now my page says router not found. Blinking white. OK. Okay. By unplugging it or press the reset button? For what? Okay but not for one minute, just wait till it turns blue.
84:00
Speaker 2
This once there, let's try to reset the node again. And, um, we'll add it, um, while it's connected directly to the parent. So, reset the node first. No, no, no, no, no, press and hold the reset button. Wait for the light to turn off and then turn back solid blue.
89:00
Speaker 1
I think so. Uh, it's blinking blue now. [silence] solid blue now. Okay. Okay, connected. solid blue. [silence] [silence] [silence] [silence] Yes. Parent's blinking white. Yes, parent is blinking white. Child's blinking blue.
90:00
Speaker 2
press, okay, now do the the five on the parent node. Now do the five press on the parent node. [silence] yes.
93:00
Speaker 1
All the blinking wright now. I have one. We need a talk. [silence] I've all been in the. Say that again. No, still blinking. Both blinking white. [ silence ] Your child is solid white parent is blinking white. Parent- oh no, just switch. Parent is solid white. Child is solid white. Okay. [silence] ERROR: Unknown command - MvLrgZbEWwIO1wU3vtz2]i46kor]s%]T. just disconnected no changes blinking red OK
94:00
Speaker 2
um i i wanted to like first i mean to like fix the whole issue that you're experiencing right now um so in case we have to do the swapping of nodes there um i would suggest let's get the modem first fixed so that we can redo the whole system for the links is it's like eating two birds in one stone there um anyways right now your wifi is still working it's just that you're having slow internet connection and we verified firsthand that it the issue is coming from the modem that is why um i will advise you to call your internet service provider if you want sir i can call you back tomorrow or i can call you back whenever or you can give me a time frame sir where you can um call your internet service provider and then i will call you back so we can fixe the issue together
103:00
Speaker 1
Okay, are you able to call me back today? Okay. Okay. Um, sure, you can call me tomorrow. Um, 8:00 a.m pacific time. Okay. [silence] Okay. Okay. What are you going to do? Do you get something? Okay. Okay. Okay.
104:00
Speaker 2
I will take note of that, sir. Then, um, please call your Internet service provider, okay? Okay. Um, thank you so much, sir. And I will provide you a ticket number, sir? Uh, just in case, um, you need to call back, you will have the ticket number. Okay. So, that's going to be 0 01 37 096. Okay. So, do you have any other question for me, sir? [silence] All right. So, if that's the case, sir, we will not take so much of your time. I apologize for the inconvenient. And for not being [silence] i'm unable to exactly fix the issue. of the nodes, but hopefully when i call you back tomorrow it will be able to fix your sweet concern and we'll be able to fix the whole system. again sir, this is thrush from linksys, you have a good day and take care. bye for now.
105:00