Speaker 2
Welcome to Lynx's support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hello. I, for some reason, my um Linksys device has suddenly um stopped working. So the one that's plugged into the uh modem. So my, uh my Linksys system just suddenly stopped working and I'm not sure why. Yeah, it's, normally it's blue and now it's flashing red. And I tried to um, you know, on the bottom, it's got a reset button. I tried that. I made sure all the wires and things are in place. I haven't changed anything. It's been working absolutely fine. Yes that's correct. Um, I just pick it off, oh! Don't actually both of them have disconnected. Is that written on, hold on a second, I just got the books here. Just remind me where it's written. Oh yeah, I've got it here. So yeah, W+H. Yeah, one sec. it's so small, W+Hw0303.
03:00
Speaker 2
All right. May I just confirm, ma'am, if your name is Asia? All right, Asia. And your node. that got disconnected is WHW-03 model? The model number of your Linus router. At the bottom. Yeah, at the bottom. All right.
04:00
Speaker 1
Yeah, I have three of them and only, I'm sorry, I was just going to say, I have three of them but currently I've only got two that have connected. Connected. Yeah, there's only two that I've been using out of the three. I haven't managed to connect the third one yet. No, no, just the first and the second. A blinking red.
05:00
Speaker 2
Alright. So, Asia, your links is, uh you have three of them accelerating, according to, and may I know, yes go on. There are two that are connected, correct? Uh, so the third one is not yet connected, but it's not the third one that is the issue, right? [silence] It's so the first and the second are showing a solid red or blinking red light. [silence] Alright. Um, [silence] one of them is connected to your internet provider. EE represents your internet, to use as we communicated, Then, E for elephant and another E for elephant EE. That's the only, that's the only name. [silence]
05:00
Speaker 1
But perhaps I need to update it wasn't say. Yeah. Yes. You know when you say, you know when you say, uh, do you mean the actual link this device? Yeah. Yeah, I thought basically, I just unplugged it from the, um, so basically, at the minute, I've got two internet hubs, just during the transition, I've had a bit of problem moving from one to the other, so both are connected. But when I changed to from Virgin to EE, I disconnected the router from the Virgin hub, and I plugged it into the new one, the new E hub. So that was two weeks ago, and it was working. It's been working up until just
07:00
Speaker 2
So, when you changed your internet provider, your router was still working fine. Okay. And your router just stopped. Yes, the router is the Linksys device.
07:00
Speaker 1
Thanks. uh Reset it or something? Yeah. Yeah. Okay. I don't think so, because I No, I checked my other devices, so I checked my mobile and my laptop, and it was connecting fine. Yeah. So I brought my laptop into the room and I'm on the EE Wi-Fi, and I just checked that I could um go on
08:00
Speaker 2
Alright. So we'll just have to... uh... reset again. You said you also mentioned that you have pressed the reset on your Linksys router. I just want to know for- Alicia, if there was an internet outage or internet service interruption with your internet provider? Because that may be the reason. So you have access to your internet? [silence]
08:00
Speaker 1
online okay, and it was fine. yes yeah yeah yes Thank you. OK, wait. Let me get it for you. One second. Yeah, I use the default one. Should I give it to you? Oh, okay. Yes.
09:00
Speaker 2
I see. So your internet, your new internet service provider.e.e. has a Wi-Fi name also, aside from your Linksys. So you can access your Wi-Fi through the E or broadband, but you cannot access Wi-Fi to your Linksys router. What's the Wi-Fi name of your Linksys router? Did you customize it? Uh or you just use the default Wi-Fi name of your Linksys? No. Uh, I just want to know, if you go to your device Uh device, say your phone. Um, can you go to,
09:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yes, it is. On my phone, yeah. Yeah. Yeah. My, um, Linksys Wi-Fi, I called it booster and it's still coming up on the list. On my phone. And it does.
10:00
Speaker 2
It's on your list already. Okay, can you turn off the Wi-Fi on your phone and then turn it back on, please? Did you try to connect to it? Try to connect, to the Linksys Wi-Fi name. And tell me what does it say.
10:00
Speaker 1
when I connect to it on my phone, it just goes uh, it gives a blue tick. Oh, no, it says no internet connection. Yeah, no, it's like it's, Now it's gone to tick again. It seems to be jumping between the blue tick and and not. It's gone back to a blue tick. Should we reset it anyway? Okay. Yes. Um, if I get cut off, you have, you have my number, don't you, if if we get cut off? Because I know this can take a while, can't they?
11:00
Speaker 2
I'll tell you once you connect. Uh, all right. So let's just do a reset on your Linksys router, okay? All right. Um, yeah, let's reset it since you cannot uh, access your internet. Because, yes, yes. Your number is 444
11:00
Speaker 1
Perfect. Thank you. Yes. Thank you. Thank you. OK. Yes. Yes. Yes. No problem. Yes. Resend. One second. Yes. Yes. light has gone off.
12:00
Speaker 2
$7.95. $611.90. 42. Is that correct? So, no worries if we get cut off, I'll call you back. Okay, Asia. Let's do a reset on your Linksys router. The one that's connected to your broadband. Okay, press and hold. It's reset button. Yes. Press and hold. Press and hold. And watch its light. What when you see that the light goes off, you can let go of the reset button.
12:00
Speaker 1
Yes, I have, and now it's flashing blue. Yes.
13:00
Speaker 2
So once you press a reset button and the light goes off, you can let go of the reset button and just wait. Okay, so let's just wait for it to slide to stabilize.
13:00
Speaker 1
It's still the flashing blue. Okay, unplug. Okay. yeah. Yeah. I'll just have to go get that one in a second. Just one second, I'll just go. Thank you.
14:00
Speaker 2
Sure. Let's just wait. And also bring the other node, since you have, uh, another, W-H-W. Yeah, bring it near that, uh, main, uh, Linux router, because we're going to add that
14:00
Speaker 1
Oh. Okay. Okay. And the original router has gone red. Eyes, it's turned red. soldired. okay. uh, Ven upset up. read it one second. DE one. yeah. yeah. yeah.
15:00
Speaker 2
So the main links the water you have did a light stop blinking solid red or okay. So I want you to check on the product label of that main links is what a you have. Check at the bottom there is a default Wi Fi name. It's either linksis or setup or Velop setup something like that. Mhm. Okay. I need you to check on your phone, uh, go to your phone settings, on your phone I'll go to Wi-Fi, your Wi-Fi connection and on the list of available Wi-Fi network now. [silence]
16:00
Speaker 1
Yeah. Yes. Yes it is. That setup. R E-1. Yeah, should I? Do I need to plug it in? That's, presumably. Yeah, just give me one second. Yeah, I mean, let me just find a socket. one second. I just have to move something to get to the socket.
17:00
Speaker 2
Can check if the Wi-Fi name of your main linksys router is shown in there. Alright Alright Now I need you to did you already bring the other linksys router near the Yeah you need to plug it to a power outlet because we need it Power on and check its light also.
17:00
Speaker 1
so I've moved it as close as I can. it says join. No you don't need to join. oh. stay there. Okay. The number one or number two. the
18:00
Speaker 2
All right, what's the status now of the other things that you have?
18:00
Speaker 1
Yep, that one is flashing blue. Start. Yep. Okay. I can see, you know, you told me that it's got on the actual main router on the bottom, you said it's got an envelope set up. I can just see that one. Yep. Yep.
19:00
Speaker 2
alright wireless one the wireless the one that you just brought in okay so let's just wait for its lights also to stabilize so on your phone's Wi-Fi setting you only see one Wi-Fi name for Linksys. [ silence ] all right so since we're still waiting for the other links you have let's do let's set up first your main Linksys router let's call it let's call the
19:00
Speaker 2
one that's connected to your E broadband as parent node, okay, so that we don't get confused. And the other links as router you have, the wireless, let's call it the child node, okay? All right. Now, on your parent node, I need you to press the reset button five times within five seconds. Yes. The parent node. Press the reset button five times. And then let go. All right. So, it flash and starts flashing your parent node light. Okay, so let's just wait. Um once it is connected, uh it light should turn solid blue or solid
20:00
Speaker 1
Okay. the target mode is still flashing red. Mhm. Parking spot. this one? Yep.
21:00
Speaker 2
what about your child node, is it, is the light still flashing? the child node? let's do a reset on the child node. no. a reset. a reset is pressing the reset button of your child node.
21:00
Speaker 1
Yes. Mm-hmm. And then let's uh- yes. That one is now green, light green. light green even. Yep. Yep. Yep. [silence]
22:00
Speaker 2
Node, press and hold and wait until the light goes off. Once the light goes off, let go. Now let's go back to your parent node. What's the status of its light? All right, that's good. That's good. Your parent node is now connected and online, since it's showing a solid green. Your parent node is now successfully configured. So try to connect on your phone, try to connect to the Wi-Fi name of your parent node. And the Wi-Fi password should be the default Wi-Fi password of your parent node. Look at the bottom of your parent node on its product label.
22:00
Speaker 1
You know, when you said, um, to join the parent node, do you want me to go to that, um, network that's called veil, set up, that one, not the one that I gave it? Yeah, okay. Yep. Yep. Yep. Yeah, it's called velvet set up. Okay. Yep. Yeah. And the password okay, and the password is on the bottom of it as well. Yeah, okay. Let me just get my glasses, because I can't see the name. One second. Oh, let me take a picture and I can zoom up. One minute.
23:00
Speaker 2
yes no the one that's on your parent node, look at your parent node product label at the bottom of it, you should connect to that Wi-Fi name yeah because we have reset your parent node yes on the bottom also, so make sure that you connect to the Wi-Fi name and password of the parent node, the one that's indicated on the product label, yeah yeah sure
23:00
Speaker 1
very tiny [silence] one second [silence] I just have to get my glasses. The writing is so small. Let me see if I can do that. There's one digit that's quite hard to read. It's so tiny. I can't even, even if I take a picture, I have, and I have, and I've zoomed up, but it's so tiny. It doesn't do it. I'm just going to try again. Even after, it's just, I can't tell if it's an A or an 8. I can see everything else. So I just have to try it. Let me try. Yeah. Okay. I've got it this time. UAX. Okay. So, parent node.
24:00
Speaker 2
are you can take a picture screenshot of the product label sticker of your parent node and then zoom it take a picture up close take a picture of it um make sure you
26:00
Speaker 1
Sorry. I have to get a pen. I think they're both showing up now on my Wi-Fi options, but I just make sure I do the right one. Yeah, I am, I'm just double checking. And now that I've got a bigger picture.
27:00
Speaker 2
make sure that it's the parent node Wi-Fi name that you connected.
27:00
Speaker 1
[silence] Okay, just in. Okay, got a blue tick next to it. So, on the parent load, the light is still sort of light green. and I've put the password in and it's got a blue tick next to it on the Wi Wi five settings. Yep, I've done that. It's got a blue tick next to it. So should I try and use the internet or something? Um so I've put the password in for the parent node and it's got a blue tick blue tick next to it. I know, but when you go when you go to the Wi-Fi settings, I've ticked on the parent node, I've put the password in and it's got it's ticked it. So it's got a blue tick suggesting that it's connected.
28:00
Speaker 2
So when you connect to the Wi-Fi name of your parent node, you type in the parent node password, you connect, what does it say? Is it connected? pardon? there's no need for blue-tooth because you're connecting Wi-Fi or wirelessly. Once you type in the Mhm. Mhm. huh.
29:00
Speaker 1
[silence] Yes. Yeah, I just did that. That's why I asked you. That's why I asked you. I just opened my website browser to check. [silence] Uh-huh. Uh-huh. Yeah. Yeah. Yeah. It is a solid pink. Purple pink. Yes. [silence] Yeah. yeah. Yeah. Uh-[silence] Under child mode or the parent mode?
30:00
Speaker 2
all right, so it's connected already. So I want you to open a web browser or website on your phone. Say google.com. So you can access now your internet. Is that it? All right. That's good. So your parent node is successfully configured. It's connected and online. So we're just going to add your child node. Can you tell me what's the color of its light of your child node? It's solid pink. That's good. It means that your child node was properly reset. Now, we're going to add your child node by pressing again the reset button on your parent node. Press the reset button five times.
30:00
Speaker 1
up the parent node again the same again on the parent node press it five times okay oh yep yes yep yes yep oh yep yep yep yep yep yep yep yep yep yep yep yep yep yep yep yep yep yep my parent node has gone back to light green
31:00
Speaker 2
No, the parent, the parent node. Mhm. Yes. [silence] All right, so let's just wait. Your parent node light should start flashing again. And you should check your locked child node, because it's likely to start blinking too.
31:00
Speaker 1
[silence] It's still flashing. So I'm just waiting. One second I'm gonna get my drink that was mine oh yeah I'm just on the phone so it's looking at my internet so just give me a shout when you need me yeah um it is still flashing yeah so I'll let you know when it stops flashing yeah no my internet has gone bad oh good sir ready crap fudge yes oh oh trip yes thank you for trying
32:00
Speaker 2
[silence] So your parent node is still flashing? [silence] So it's still flapping around there.
33:00
Speaker 1
Light blue, when light blue, light green ages ago. Child mode is still flashing. Yeah. Oh, yeah. It's gone green now. It's gone light green, then light blue. Yeah, light blue. [silence] Oh no, it's gone back to red. It's come back to red. Okay. Okay. Okay. Okay. Yep, it's come back to blue now.
34:00
Speaker 2
OK so let's just wait for your Char Nite to stabilize its like because I think All right All right that's good. it means it was detected by a parent node and it was successfully configured since it's showing a solid blue or green light. So it's already added to your parent node. Okay, that's fine. Uh it's normal behavior light behavior because it's just like when you're watching movies on your cell phone. Uh sometimes it buffers because of slow internet speeds. So it's just normal. What's uh important is that your child node turned solid blue or green a while ago, right? So it means
34:00
Speaker 1
Okay. Okay. Personal. Okay. Okay. Okay. Okay. temporarily. Yes. Okay. Okay. Okay. Okay. Okay. I'm going to do that. I do want to set it up. But I might have to. call back to do that. Because that's. again going to go.
35:00
Speaker 2
Yes, it means it was successfully added to your parent node, so it will no longer disconnect. So, if you see that your child node lights or even your parent node lights change, you just have to wait patiently for their lights to turn back to solid blue or green because they're already successfully configured, so they're already connected and online. So, if their light changes, it's just because there's an interruption or interference on the transmission of data or your internet connection stability issue, okay? All right, you can relocate now that child node back to where you originally place it. And the, the third node you have, you don't want to set it up or add it.
35:00
Speaker 1
kitchen and... might...Oh that'll be helpful yeah. And I can give the ticket number and you can pick it up on that? Sure. Still Okay? Yeah. Yeah. Yeah. Yeah. Yeah? Yeah.
36:00
Speaker 2
I see we are right uh you can always yes so if you're in a hurry then it's fine you can always call us back I'll provide your ticket number so that uh once you call us back uh once you call us back you just provide the ticket number to the agent so that the agent could look onto the records that you were already set up your mesh and you just want to add another okay so your ticket number is L for London T for Thomas S for Sam 00136590
36:00
Speaker 1
six five six five nine yeah LTS 00136590 I'll ask you a question. Yeah, can I ask you a question. You know what? If I want to connect to if I want to connect to the Linksys now before I gave it a name, do I just always use the parent name basically? That's the one I'm connecting to. Everything. Okay. Yeah Yeah
37:00
Speaker 2
You got it? All right, you got it correctly. So, Aisha, thank you for calling Linksys. We've already configured the setup completed on your two nodes. So, if you want to add the third one, just call us back again. We'll provide your assistance. And yes, sure. Um, you have to connect to your basic Oh Wifi name of your parent node because we have reset your nodes, so it reverts back to its defaults. But if you want to change the Wifi name, Oh, we can also do that. But since you're in a hurry, once you call us back again, just after adding your [silence]
37:00
Speaker 1
yeah yeah fine okay um um I will do that and I the reason I noticed it is because the TV wasn't connecting and it's still not connecting but presumably it will just take a while okay okay of my Okay I'll experiment and um Yeah What time are you open? Are you open 24/7? Okay perfect. Thank you. Thank you very much Thank you very much. Thank you [silence] Yes [silence]
38:00
Speaker 2
Third node, we can edit the Wi-Fi name on your link, okay? We can do that the next time we call, okay? Yeah, it will take a while and if your TV could not connect, make sure to connect to the Wi-Fi name of your parent card, okay? All right. And if it still doesn't connect, you can always call us back. you know, we're always open and we're open Monday to Friday, 8:00 a.m. to 11:00 p.m. So, yeah, you're welcome. Thank you for calling. Yeah, once again, Asia, once again, this is Ice. Take care, Asia and have a good day. Bye.
38:00