Speaker 1
Good morning, I'm calling because I'm having issues with my internet. I have already spoken with my internet provider multiple times, and they assure me that my modem is working just fine and that my problem is with my router. We have a router, we have a linksys router system with some, with nodes. We have the velop system. And so, unfortunately, I,
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of product support will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Okay, what you're gonna wanna do is shut the, um, yeah, the Wi-Fi off. All right, we'll try that first. And it looks like before we proceed, can I have your serial number, please? It's that eight-digit number on your device.
00:00
Speaker 1
I pressed the reset button, and I guess I wasn't supposed to do that. And so now I'm having issues even like being able to, you know, find it on my, um on my app, like the way that I had it set up before because I guess the technician with Spectrum told me that reset is not supposed to be done unless it's because it erases everything. So now I need help. Trying to figure out how to get this thing back up and running and if to see if it really is this, this router. Yes, it is. My first name is Sonia, S-O-N-I-A. My last name is Nessy N-U-E-S-S-Y.
01:00
Speaker 2
Yes. Okay, so I totally understand your concern, but is this your first time calling us for support? Can I have your first name and last name?
01:00
Speaker 1
That was correct. 909-597-8755. Sonya Nasi at hotmail. Correct. I have two systems. I have one here and one in my Arizona house. Yes, I have two systems with nodes and they're the exact same one. [silence]
02:00
Speaker 2
case it's and for November, u for umbrella letter A for Edward letter S for Sam letter S for Sam A for Edward. How about your call back number? And your email? Okay, so your first name and last name at hotmail.com. And how many link assist broader do you have, Sonya? So you have two Lincus's devices. Okay.
02:00
Speaker 1
serial number it's four three K is in kelly one zero M is and Mary two seven B is in boy two eight three six one [silence] correct. [silence] No, the model is MX 55 E is in Edward C is in cat.
03:00
Speaker 2
Mm-hm. Can we provide the serial number of the main router? Okay. So let me just confirm. It is 43K4KY10NFMK2727B4BY83611. And is the model number for your Linksys router is MX-4200. Okay. So both nodes.
03:00
Speaker 1
Well, they came together as a package, as a as a whole system. What's that? No, I can't. They're downstairs in different rooms. Do I need to bring them up? [silence] Okay. Hold on one second. Let me let me,
04:00
Speaker 2
have the same model number which is an MX 55 EC and what is okay and what is the light indicator of the parents on solid purple okay I see. Now can we move the other no which is the child node closer to the parent node or on the same room? Yes. I do really apologize for the inconvenience but for the setup process it's really recommended to move the child no closer to the parent node and after it's successfully set up that's that time that you're going to relocate it. [silence]
04:00
Speaker 1
[silence] okay, let's see. bringing them upstairs. yeah. okay hold on. Still waiting for my husband's grabbing the one that's in the garage.
05:00
Speaker 2
Sure. Thank you. Okay, can you place the node about two or three feet away from the parent node, Sonia? And if you can make it, plug that directly to the wall outlet.
05:00
Speaker 1
[silence] Okay, I have them. I have them here and they're both plugged in. Hello. Okay, they're both plugged in now. [silence] Spectrum.
06:00
Speaker 2
one cell here okay so let's just wait for the child mode to fully put up and while waiting sonya may i know your internet service provider ok and of course can we check the physical connection make sure the ethernet
06:00
Speaker 1
It is. It is. No. I didn't touch them. Okay. [silence]
07:00
Speaker 2
[silence] is connected properly properly from the modem is connected properly from the modem to the internet internet port of the the main router. Since you attempt to reset the parent node, did you also attempt to reset the child node? Okay, So let's proceed to press and hold the reset button of the child mode, Sonia. Make sure the light blink red and goes off and then turn to solid blue. When you turn to solid blue, that's the time that you're gonna release the reset button. [silence]
07:00
Speaker 1
No, it didn't actually. Hold on a second. Let me see. Maybe I didn't press it hard enough. Okay, there it goes. Okay, it went off. still off. Okay, there it is. It's green now. All right, let me do the second one. [silence]
08:00
Speaker 2
Okay, so the light blinked red and then it went off, correct. [silence] keep holding it. [silence] Okay, release.
08:00
Speaker 1
Okay. fo with with the main router, when I, when I press the reset button. I didn't wait until it turned solid blue again. Should I do it over again. I just, I let it go off it. Let me do that. Okay. All right, I reset all of them.
09:00
Speaker 2
Yes, yes, please. Okay, okay, So let's just wait for both devices.
09:00
Speaker 1
and yeah, they're they're okay.
10:00
Speaker 2
This is the fully rule of R. all we need to do is to make sure that they're not too close from each other. So one foot or two feet is enough. Okay. And how far the child out from the parent node. Okay. Yeah, it's still good. So all we need to do is to wait for both nodes to turn solid purple. [silence]
10:00
Speaker 1
Okay, they're all solid purple now. Okay. Okay, hold on. Can you repeat that again? [silence]
11:00
Speaker 2
okay, now go to the parent node, then press release. Okay, press release the reset button of the parent node five times within five seconds. Press release the reset button of the main node five times within five seconds[silence]
11:00
Speaker 1
So you want me to reset it five times, or press the reset button? Okay. One. 2. 3. 4. 5. It went white. And now it's blinking white. Okay. [silence]
12:00
Speaker 2
yeah, press. yeah. okay. it seems like you're going to press it for five times, within five seconds. press release, press release, press release, press release. Okay, that's good. which means it's setting up. So, all we need you to do, Sonia, is to observe the light indicator of both nodes for three. three to five minutes and let me know once they are turned to solid blue. Okay, so let's just wait for that one to turn solid blue.
12:00
Speaker 1
I would like to, I would like to, but I mean, yeah, I mean, I would like to, but I don't, I don't have to have. Go ahead. Uh, can I use my phone? I have my computer. Yeah. I, I do. [silence]
15:00
Speaker 2
and by the way Sonia, are you planning to retrieve or recover your Wi-Fi name and password as it was? Yeah, we can actually do, yeah, actually we can proceed to do that. But do you have a computer or a laptop, an iPad tablet in your hand to do the process? Uh, yeah, we can use the Lynksys app. Yeah, don't worry if you're preferred to use your phone, can we download a Lynksys app? So, connect your phone to the default name and password on the bottom of the parent's node.
15:00
Speaker 1
Okay, so I do have the Linksys app. Oh, got it. Okay. Okay, yeah, the name and password, right? I see. Okay, do I wait until the nodes are all all connected or can I do it now? Okay. All right, I've done that now. Let me see.
16:00
Speaker 2
But, but at the moment, Tonya, your phone is not connected with your link system network. So, on the bottom of the parent node, you can see your Wi-Fi name and password labeled on the speaker. Yeah, make sure yeah make sure both nodes are solid blue. You mentioned earlier that the parent node turned to solid blue, right? So, it means it's working. It has Internet connection. So, kindly connect your phone to the Wi-Fi name and password in the parent node. Make sure you're connected and then verify if you can browse or access the Internet.
16:00
Speaker 1
I can't... Let me see, I may have, oh I know. Let me see if my computer is, that one will be great. Let me see if my, well it looks like, it looks like my phone is working. Now let me see if my cameras are coming up. Okay, hold on. Let me, let me go into my, okay. Got it. Okay. Um... [silence]
17:00
Speaker 2
Yeah. No, need. For the meantime, you need to recover your Wi-Fi name and password, Sonia. Because we're going to change it. So, you will also disconnect. So, we need to make sure that everything will change and then reconnect your other devices. [silence]
17:00
Speaker 1
It looks like, it's working because yeah, I'm able to use, yeah, I'm able to go into different apps and yeah, it's, it's definitely worth it. Yes, they're both blue, yes. I have the links to tap already. Um, let me go to it. Let me go to it now. Let's see. Loading the setup experience. [silence]
18:00
Speaker 2
And the child nodes are both solid blue. Okay, that's good. Like I can't really download the links to the app. Okay, and are you on the dashboard? [silence]
18:00
Speaker 1
[silence] It's taking a minute to uh uh to come up. Okay. So it says manage your Wi-Fi setup a new Wi-Fi network. Which one? Okay. Okay, I logged in, but it's, it's, oh, my goodness. So, it's acting like I'm going to connect, like I'm doing a setup. I don't know how to get, no, no, let me,, let me exit the app and try again. Okay, I quit setup. Let me see. This is just, it's really slow.
19:00
Speaker 2
[silence] Do you have the option to skip that? Could test that up, [silence]
20:00
Speaker 1
keeps going back to loading the setup experience. I think I'm going to have to delete the um yeah see now I'm back I'm back where it says set up a new Wi-Fi network or manage your Wi-Fi and if I press Okay so now it's saying login manage settings at home or away from home email or router password. Okay. Okay.
21:00
Speaker 2
Yes. Okay, manage. Okay, the left, router password. So there are two options in auto login on the Linksys app. We'll proceed to login using your router password. And kindly type the password on the bottom of the parent node.
21:00
Speaker 1
Okay, it asked me if I wanted to use the same Wi-Fi settings as Nessie, and so I said yes. Okay, I'm going to log in to my account. Your router password. Okay. So router password is... It says, use this password to complete setup without an internet connection. [silence]
22:00
Speaker 2
Okay. By the way, Sanya, there are two options now to log in to the app. The first option will ask you for an email and password. And then and the other Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] [silence] will ask you for a full name and then Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] [silence] this screen and will explain how it works.
22:00
Speaker 1
Right. I did that, but now it's asking me to create your router password. Okay, hold on. B and I chj1tcJ. [silence] Yeah, see, it's not taking the router password. It's telling me to create. Oh, my gosh. Okay.
23:00
Speaker 2
Yeah, okay, so it asks you to create your router password. So proceed to type the recovery key, given on the bottom of the router, and make sure to follow the requirements on creating a router password. [silence]
23:00
Speaker 1
Okay, this is really frustrating. I'm okay okay, it says configuring your Wi- Fi network Okay. So, um, okay, pick something. Okay, now it says that
24:00
Speaker 2
Yeah, you need to create. You need to customize. You need to create your own router password, not just the password underneath of the router. So, if it is not taking it, proceed to create your own router password. Okay, so create your own WIFI name and password or you can use your original name and password for your network. [silence]
24:00
Speaker 1
Okay. it's configuring it. okay. Okay, it says to go to the the Wi-Fi and connect to the network, the network, [silence]
25:00
Speaker 2
Okay, so let's just wait for one to two minutes, Sonia. So your phone will totally disconnect since we create, or recovered your Wi-Fi name and password. But then after that, all you need to do is to reconnect your phone and other devices. Yeah, go ahead. Turn up the link says up, go back to your Wi-Fi settings, select your new Wi-Fi name and password, and then go to Settings. If you have Q garage, turn it off, and then turn it back on after your devices are connected.
25:00
Speaker 1
Yeah, it already picked it up automatically. Oh, yeah. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. linking red. Yes. Okay, now it says look for, look for, yeah, it says looking for your child nodes. Okay. So it shows the router.
26:00
Speaker 2
So, enter your new Wi-Fi password. Okay. Because you use the same credentials, so there's a big possibility that all the devices will disconnect. Sorry, will connect automatically. And what is the light indicator of the two nodes? Blinking? Okay. Let's just wait for them to turn solid.
26:00
Speaker 1
With the two nodes. Next. Okay, so now it says remove old router system from your account. Is still red. Well, it just um it says Nessie is ready, go to dashboard, but the nodes are not the nodes are not working. The nodes are just blinking red.
27:00
Speaker 2
No, don't need to remove that. What is the light indicator of the download? And how about the link is app? It's still doing the setup process? Yeah, because it's trying to reconnect. So just keep observing it and
27:00
Speaker 1
Okay. So I'm at the dashboard and it does show a red box under the nodes. Uhh. None, just the router. The other two are offline. Right. But they're both blinking red and on the dashboard, it shows the router that is, you know, it's working, but the two nodes are offline. So what do I do now? Okay, there goes there they go. There they go. There they go. They're blue, but the dashboard is not showing them online yet. They're both blue now, but for some reason, the dashboard [silence] #algorithm ||
28:00
Speaker 2
Need to go to the dashboard. But how many nodes connected? I thought you have two Linus devices. One is the main router and then the other one is your child node or extender. Let's just try to check the light indicator. What is the light indicator of the parent node?
28:00
Speaker 1
if still shows them offline. Okay. If still shows them off hold on let me see. Okay, it's asking me to log in.
29:00
Speaker 2
Another way you could phrase that is, first close and then reopen the app. [silence] OK, this time select browser.
29:00
Speaker 1
OK, yeah, it's asking me to log in with the router password. Is that OK? OK. OK, it shows them on. It shows them...yeah, it shows them up and running. yes bathroom. Okay, so, yes, that's fine. All right, so now I can go ahead and, um, and relocate them. That's fine. Just plug them back in wherever they were. All right, let me do that. Do you want to go take this one out You know, put the voice on in. The light is blue. It's yeah, it's just blinking blue, the first one that I plugged in. And yeah, okay.
30:00
Speaker 2
So once it's plugged back in to the wall outlet, just keep on observing it. Funny, no need to do anything. It's okay, it's booting up. There's a big possibility that it will blink red since it moved farther from the parent node. So it will take two to four minutes for that node to reconnect and turn to solid blue. So keep on observing it.
32:00
Speaker 1
okay it's back to solid blue the one down here in our family room I'm gonna check the one in the garage let me let me check the one in the garage cuz it's probably doing the same thing. Yep, it's solid blue. And the the the app is showing them offline still but um yeah, I'm gonna refresh it mmhmm Let me see. Yeah, I just I just got rid of or I just closed it. Okay, we're up and running.
34:00
Speaker 2
Okay, go ahead. refresh because you move it closer. Maybe just force close and reopen the links
34:00
Speaker 1
Oh my God. That's it. Thank you so very much. It's we've been down for three days. We didn't know what it was, but thank you again, so much. Wait, wait, wait. Let me write that down. Ticket number what is it again? 542. Got it. Okay, excellent. Okay, thank you so much. You too. Bye-bye.
35:00
Speaker 2
Okay, that's good. And, is there anything else that I can help you with? Okay. You're welcome, Sonia. And, please feel free to call us back if you need further assistance. Just use the ticket number one three six five four two. Yes. Yes. One three six five four two. You're welcome, and have a great day. Bye for now.
35:00